Vol. 5, No. 10, October 2024

E-ISSN: 2723 - 6692

P-ISSN:2723- 6595

http://jiss.publikasiindonesia.id/

Journal of Indonesian Social Sciences, Vol. 5, No. 10, October 2024 2548

Universitas Sangga Buana YPKP Lestari, Bandung, Indonesia

Email: [email protected], [email protected]

Correspondence: [email protected]

service quality can be used to achieve a competitive advantage. Health is a critical need for society.

The increasing social status of society at this time affects people's demands for the quality of service

of health service providers. This requires health service providers to always improve the quality of

their services for the better. (Hutabarat, 2023).

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It is not easy for health service providers to provide good service quality because patients

directly feel the services they provide. Even a little negligence in handling patients can hurt patients

and the health service providers themselves (Pogorzelska & Chlabicz, 2022). Therefore, the level of

satisfaction of service recipients can be measured by the success of health service providers

(Finamore et al., 2002). (Finamore et al., 2021)..

patient satisfaction. The implementation of service quality carried out by a company engaged in the

health sector is to provide good quality service for patients to create patient satisfaction and an

attitude of loyalty. In evaluating satisfaction with the quality of a particular service or company,

consumers generally refer to several factors or dimensions (Febres-Ramos & Mercado-Rey, 2020).

Oral health is important in maintaining well-being (Kalaja, 2023). With the increasing public

awareness of the importance of good dental care, the demand for quality dental health services is

increasing. One form of dental health service that has a major role in maintaining the patient's

dental health is dental conservation. (Sonza et al., 2021). Conservation dentists are responsible for

performing treatments that aim to save teeth from further damage and restore the function and

aesthetics of teeth that have been damaged. This service, especially in the BPJS scheme, is crucial in

performing treatment procedures, the ability to communicate, and the professional attitude

demonstrated during patient interactions (Edition, 2021).

Technical competence includes an in-depth understanding of dental care and the ability to

perform procedures well (Afrinis et al., 2020). Conservation dentists with these skills can provide

more effective and efficient treatment, contributing to positive patient outcomes. When patients

feel that they are getting high-quality care, their sense of satisfaction will increase, and this becomes

the foundation for building deeper trust in the doctor and hospital (Rafiza, 2024).

However, communication skills are equally important. Dentists who can explain procedures

clearly, answer patient questions, and listen to complaints with empathy will create a more pleasant

experience. Good communication helps patients feel more involved in the treatment process, which

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patients may feel anxious or fearful of the procedures (Maramis et al., 2022). When dentists can

create a supportive atmosphere, patients will feel calmer and more satisfied with the services they

receive (Dovchin, 2020).

As such, patient satisfaction is determined by the care outcome and how that care is delivered.

All these aspects contribute to patient loyalty towards the hospital. Satisfied patients tend to remain

dentists is in line with patient expectations. Human resource management, limited facilities, and

long waiting times often affect patient experience. (Manzoor et al., 2019).

In Indonesia’s healthcare system, one of the critical challenges lies in the effective

implementation of services through the National Health Insurance (BPJS). BPJS Kesehatan,

established as a social insurance system, aims to provide affordable healthcare to the Indonesian

population. However, despite its noble goal, there are still significant challenges in delivering

consistent quality care, particularly in specialized services such as dental health. The problem

arises from resource limitations, waiting times, and the variable competency levels of healthcare

providers, which affect patient satisfaction and loyalty. In the BPJS system, dental conservation

services, which focus on preserving and restoring teeth, are essential to public dental health. The

dental services and the need for BPJS Kesehatan to maintain public trust. If these challenges are not

met, there is a risk of diminishing patient satisfaction, which can lead to decreased loyalty and the

long-term sustainability of the BPJS program itself. This study is essential in understanding how

enhancing the competencies of conservation specialists can bridge the gap between patient

expectations and service delivery, thereby improving satisfaction and fostering loyalty among BPJS

patients.

Therefore, this study aims to analyze how the competence of conservation specialist dentists

can affect patient satisfaction and how this relates to BPJS patient loyalty in hospitals. This study

aims to analyze the effect of the competence of conservation specialist dentists on the level of

patient satisfaction in dental health services in hospitals. In addition, this study also wants to

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This study employs a qualitative approach with a case study method to analyze the influence

of conservation specialist dentists' competence on patient satisfaction and loyalty among BPJS

patients in hospitals. The qualitative method was chosen to obtain an in-depth understanding of

patient experiences and how the competence of dental specialists impacts both satisfaction and

loyalty.

Data was collected through three main techniques:

The collected data was analyzed using the thematic analysis method, which involves

identifying, grouping, and interpreting the themes that emerged from the interviews and

observations. This analysis process included:

techniques by comparing the results of interviews, observations, and documentation data. In

addition, researchers also conducted discussions with dental health experts to ensure the validity

of the interpretation of the research results.

According to Abdullahi et al. (2021), in general, competence is an ability or proficiency

possessed by a person in carrying out a job or task in a particular field by the position he holds.

Another opinion says competence is a skill, knowledge, basic attitude, and value contained in a

person reflected in the ability to think and act consistently. (Hati & Pratiwi, 2019). In other words,

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competence is not only about a person's knowledge or ability but the willingness to do what is

known to produce benefits (Hussain et al., 2019).

According to Afrashtehfar et al. (2020), there are 6 aspects contained in the concept of

competence, namely:

valid basis for measurement. Meanwhile, the meaning of national is nationality. The national

standard of education is the minimum criterion for the education system in all jurisdictions of the

unitary state of the Republic of Indonesia, so the national standard of education is the minimum

limit for education providers of the Republic of Indonesia (Budianto, 2020). So, education is the

minimum limit on the education system for national standards for education providers to carry out

an educational process throughout the jurisdiction of the unitary state of the Republic of Indonesia.

(Owolabi et al., 2021).. The National Education Standards serve as the basis for planning,

implementing, and supervising education in order to realize quality national education. (Chen et al.,

2022).

The competence of conservation specialist dentists is a professional ability that includes

In addition, conservation specialist dentists must have good communication skills to ensure

that each patient understands his or her dental health condition and the type of treatment to be

performed. (Sofiany et al., 2022). Explaining clearly and convincingly is key to building trust

between doctors and patients (Nurliana et al., 2020). Proper explanations of procedures, benefits,

and risks of treatments help patients feel more comfortable and make better decisions regarding

the care they need (Budianto, 2020).

Effective communication can also reduce patient uncertainty and anxiety, especially in dental

conservation treatment cases, which often involve complex and potentially uncomfortable

procedures. (Bose & Makri, 2021). Through open communication, conservation dentists can clearly

understand the treatment steps to be taken so that patients can confidently follow each stage

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who feel listened to and cared for individually tend to have higher satisfaction levels and are more

loyal to the services provided. Thus, in addition to technical skills, good communication is important

in maintaining the quality of dental health services, especially in the context of BPJS patient services.

customer's right, quality service is needed because it can provide opportunities to win competition

with other health providers.

The assessment of health service providers' abilities has two elements: medical techniques

and interpersonal relationships. These two elements relate to providing information to patients

about their illnesses and making decisions with patients about the actions that will be taken on

them. This interpersonal relationship relates to providing information, empathy, honesty, sincerity,

sensitivity, and trust about patient privacy.

Patient satisfaction is the result of comparing the patient's expectations of the services

received, and the reality felt after receiving these services. Kotler (2020) states that patient

satisfaction is closely related to the quality of service provided, including the professional attitude

Service satisfaction in hospitals can be measured by its level based on the experience of

visitors/patients who are felt in receiving the services provided (Stiyawan & Ainy, 2023). In

addition, trust is crucial in customer satisfaction in the service sector to maintain that consumers

can consistently meet their needs.

Patient satisfaction surveys can be conducted by conducting satisfaction surveys and

providing service recipients with a means of complaint by providing criticism and suggestions for

the services provided. Measurement of patient satisfaction carried out by service providers is

carried out to overcome problems that occur in difficult situations by thinking about solving these

problems.

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state, free from plaque and other impurities above the surface of the teeth, such as debris, tartar,

and food debris.

The main effort to maintain dental health should be to control the growth of bacteria in the

oral cavity because uncontrolled oral bacterial growth is the leading cause of oral and dental

problems.

Dental health maintenance, especially in preventing improper plaque growth, can lead to

various diseases of the teeth and supporting tissues. Plaque not cleaned regularly will undergo a

calcification process that causes hardening, resulting in tartar formation. This tartar not only affects

aesthetics but is also a major risk factor in the development of more serious dental diseases. Dental

plaque also increases the pathogenicity of caries and periodontal disease, both of which can result

in permanent damage to the teeth and supporting tissues if left untreated.

Dental health services include a series of preventive, curative, and rehabilitative measures

Customer loyalty is more associated with behavior (behavior) than attitude. One way

consumers show their loyalty to a company's products is by recommending them to other

consumers. In contrast, negative attitudes are shown by using negative words (word of mouth) to

other consumers and switching to other companies. Loyalty does not arise without coercion but by

itself.

According to Anggara (2023), consumer loyalty is loyalty to companies, brands and products.

According to Marzuki et al. (2020)(2020), loyal consumers will generally purchase the brand even

though they are faced with many alternative competing product brands that offer superior product

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results of these services.

Marzuki et al. (2020) stated that patient loyalty is essential for the sustainability of a hospital

or clinic because loyal patients tend to have greater trust in the services provided and do not easily

switch to other health service providers. This loyalty benefits institutional sustainability and

creates a mutually beneficial long-term relationship between patients and service providers. Loyal

patients often recommend the service to others, which in turn helps improve the reputation of the

hospital or clinic. (Hutauruk, 2021).

However, patient loyalty is a challenge in the BPJS system. This is due to limited resources,

such as the number of doctors and facilities that may not be proportional to the high number of

patients served. This condition can affect the patient experience, ranging from longer waiting times

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includes the ability of medical personnel, especially conservation dentists, to provide efficient and

effective services without compromising the quality of treatment outcomes (Rahmanti &

Pamungkas, 2022).

A strategic approach is needed to achieve this, such as optimal time management, supporting

technology, and continuous training for medical personnel. Although the number of patients to be

The competence of conservation specialist dentists plays an important role in determining

patient satisfaction. According to research conducted by Tanaem et al. (2019), good technical and

communication competence of conservation dentists significantly increases patient satisfaction,

especially in services that require a high level of expertise, such as root canal treatment and tooth

restoration. This high satisfaction then impacts patient loyalty, where patients feel confident in the

treatment results and are more likely to return to the service.

In the context of BPJS, accessibility and cost of care are two main factors determining the

(Terengganu et al., 2021)..

Patients who are members of the BPJS program generally have the exact high expectations

regarding quality of care as non-BPJS patients. They expect services that meet clinical standards

and provide a positive experience throughout the treatment process, from diagnosis to medical

actions taken. The competence of conservation specialist dentists plays a vital role in meeting these

expectations. With in-depth knowledge, good technical skills, and the ability to communicate

effectively with patients, conservation dentists can provide services that meet patient expectations

even in a lower-cost scheme (Christiani, 2021).

This competency becomes even more important when considering the usually larger number

of BPJS patients than non-BPJS patients. Hospitals serving BPJS patients often face challenges