Analisis Determinan Kepuasan Pasien Terhadap Pemanfaatan Pelayanan Kesehatan Gigi dan Mulut Poli Gigi Puskesmas di Kabupaten Jember

Abstract

Background: The utilization of dental and oral health services at the Health Center Dental Polyclinic related to several patient satisfaction factors, such as the expertise of health workers, interpersonal relationships, time, access, and comfort. There has been no research that analyzes patient satisfaction with the utilization of dental and oral health services at the Community Health Center Dental Polyclinic in Jember based on those determinants. Therefore, this study aims to determine patient satisfaction with the utilization of dental and oral health services in Community Health Center in Jember and identify the dominant factors influenced. Research Method: The research design is analytical cross-sectional study approach. The data was obtained by Purposive Sampling through questionnaire which distributed to 100 respondents in 4 Community Health Center Dental Polyclinic in Jember on December 2025. Respondent’s answers on patient satisfaction questionnaire measured using Likert scale and the utilization of dental and oral health services questionnaire measured using Guttman scale. The average percentage of each questionnaire is categorized based on some categories. The variables relationship is measured using Pearson’s test and the dominant factor measured using logistic ordinal regression. Results: The results showed that the average percentage of patient satisfaction is classified as very satisfied (89%) and the utilization of dental and oral health services is classified as high utilization (85.6%). Each determinant of patient satisfaction also had a relationship with the utilization of dental and oral health services (p<0.05) and time was the dominant factor (p<0.05). Conclusion: Optimizing services that focus on aspects of health worker expertise, interpersonal relationships, time efficiency, accessibility, and comfort will directly increase patient satisfaction which ultimately has an impact on high reuse of health services with the dominant factor of time. Keywords: Patient satisfaction, Utilization of dental and oral health services, Dental Polyclinic Community Health Center