Path Analysis: Characteristics of Health Service Providers on the Quality of Dental and Oral Health Services
DOI:
https://doi.org/10.26911/Abstract
Background: Dental and oral health play a crucial role in improving people’s quality of life. Optimal efforts from dental and oral health workers are essential to achieve better health outcomes. This study aimed to analyze the influence of service provider determinants on the quality of dental and oral health services in hospitals.
Subjects and Method: A cross-sectional study was conducted in Semarang City from March to April 2024. A total of 200 patients aged 20–59 years were selected using systematic random sampling. The dependent variable was the quality of dental and oral health services, while the independent variables were motivation, performance, and payment method. Data were analyzed using path analysis.
Results: Motivation positively affected the performance of health workers (b=0.99; 95% CI=0.98–1.00; p<0.001). Performance had a significant positive effect on service quality (b=0.44; 95% CI=0.06–0.83; p=0.023). Motivation also directly influenced service quality (b=0.47; 95% CI=0.08–0.85; p=0.017). However, the difference in payment method between patients paying directly and those using BPJS did not significantly affect service quality (b=0.03; 95% CI=–0.03 to 0.09; p=0.415).
Conclusion: The quality of dental and oral health services at Diponegoro National Hospital Semarang is significantly influenced by the motivation and performance of health workers, with performance mediating the effect of motivation. Payment method does not significantly influence perceived service quality.
Keywords:
dental and oral health, payment method, health service, motivation, performance
How to Cite
References
Aboubakr RM, Bayoumy HMM (2022). Evaluating educational service quality among dentistry and nursing students with the SERVQUAL model: A cross-sectional study. J Taibah Univ Med Sci, 17(4): 648–657. https://doi.org/10.1016/j.jtumed.2022.01.009.
Antari NKN (2019). Overview of outpatient satisfaction with health services at the Public Health Center (UPT Kesmas) Payangan, Gianyar, Bali (in Indonesian). Intisari Sains Medis, 10(3): 492–496. https://isainsmedis.ejournals.ca/index.php/ism.
Chmielewska M, Stokwiszewski J, Filip J, Hermanowski T (2020). Motivation factors affecting the job attitude of medical doctors and the organizational performance of public hospitals in Warsaw, Poland. BMC Health Serv Res, 20(1): 1–12.
Hemakumara H (2020). The impact of motivation on job performance: a review of literature. J Hum Resour Manag Labor Stud, 8(2): 24–29. https://doi.org/10.15640/jhrmls.v8n2a3.
Hercos BVS, Berezovsky A (2017). Quality of the ophthalmological service to outpatients of the public and private healthcare systems. Arq Bras Oftalmol, 80(6): 20–27. https://doi.org/10.5935/0004-2749.20170096.
Ismagilova E, Slade EL, Rana NP, Dwivedi YK (2020). The effect of electronic word of mouth communications on intention to buy: a meta-analysis. Inf Syst Front, 22(5): 1203–1226. https://doi.org/10.1007/s10796-019-09909-y.
Jonkisz A, Karniej P, Krasowska D (2022). The SERVQUAL method as an assessment tool of the quality of medical services in selected Asian countries. Int J Environ Res Public Health, 19(13): 7831. https://doi.org/10.3390/ijerph19137831.
Musdalifa (2020). Implementation of the BPJS health program in primary health care services: A case study at Pekkae Puskesmas, Tanete Rilau District, Barru Regency (in Indonesian). Meraja J, 3(1): 83. https://doi.org/10.33080/mrj.v3i1.89.
Shafiri A, Pathak M, Joshi C, He B (2021). A systematic review of the health co-benefits of urban climate change adaptation. Sustain Cities Soc, 74(2021): 103190. https://doi.org/10.1016/j.scs.2021.103190.
Sumi RS, Kabir G (2021). Satisfaction of e-learners with electronic learning service quality using the SERVQUAL model. J Open Innov Technol Market Complex, 7(4): 227. https://doi.org/10.3390/joitmc7040227.
Suprapto S, Rifdan R, Gani HA (2021). Nurse capacity building strategy in health services in hospitals. Linguist Cult Rev, 5(S1): 832–838. https://doi.org/10.21744/lingcure.v5nS1.1467.
Variani R, Ayatullah MI (2020). Determinants of dental health service utilization among pregnant women (in Indonesian). J Oral Health Care, 8(1). https://doi.org/10.29238/ohc.v8i1.614.
Werdhiastutie A, Suhariadi F, Partiwi SG (2020). Achievement motivation as antecedents of quality improvement of organizational human resources. BIRCI J, 3(2): 747–752. https://doi.org/10.33258/birci.v3i2.886.
Widianti RF, Noor M, Linggi RK (2018). Performance of community health center employees in providing health services in South Sangatta District, East Kutai Regency (in Indonesian). J Ilmu Pemerintahan, 6(1): 185–198. https://ejournal.ip.fisip-unmul.ac.id/site/?p=2736.
Willmington C, Belardi P, Murante AM, Vainieri M (2022). The contribution of benchmarking to quality improvement in healthcare: A systematic literature review. BMC Health Serv Res, 22(1): 139. https://doi.org/10.1186/s12913-022-07467-8.
Yuniarti R, Irwansyah R, Ardi M (2021). Kinerja karyawan. Bandung: Widina Bhakti Persada.
Zygiaris S, Hameed Z, Alsubaie MA, Rehman SU (2022). Service quality and customer satisfaction in the post-pandemic world: A study of Saudi auto care industry. Front Psychol. https://doi.org/10.3389/fpsyg.2022.842141.
