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ISSN 2063-5346
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THE EFFECT OF SERVICE QUALITY, BRAND IMAGE OF DENTAL SERVICES ON THE LEVEL OF HEALTH INSURANCE PATIENT SATISFACTION AT PANGLIMA SEBAYA TANA PASER HOSPITAL, EASTHE EFFECT OF SERVICE QUALITY, BRAND IMAGE OF DENTAL SERVICES ON THE LEVEL OF HEALTH INSURANCE P

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Sutiyo, Ayub Irmadani Anwar, Fuad Husain Akbar , Abdul Razak Munir, Mansjur Natsir , Edy Machmud
» doi: 10.31838/ecb/2023.12.s3.637

Abstract

Object. This study purpose to determine and analyze the effect of service quality, brand image on patient satisfaction in dentistry services at Panglima Sebaya Hospital, Tana Paser, East Kalimantan. Method. This study applies a quantitative approach with a cross-sectional design. The research sample consisted of 328 health insurance patients who had used dentistry services at Panglima Sebaya Hospital. Data was collected through a questionnaire consisting of questions about service quality, brand image, and patient satisfaction levels. Data analysis was performed using multiple linear regression techniques which were processed using SPSS software. Result. The results of the analysis show that service quality has a positive and significant effect on the level of patient satisfaction with health insurance at Panglima Sebaya Hospital (p <0.05). In addition, the brand image of dentistry services also had a positive and significant effect on the level of patient satisfaction with health insurance (p <0.05). Conclusion. In this case, the better the service quality and brand image of dentistry services, the higher the level of patient satisfaction with health insurance at Panglima Sebaya Hospital. This study concludes that service quality and brand image of dental health services have a significant influence on the level of satisfaction of health insurance patients at Panglima Sebaya Hospital, Tana Paser, East Kalimantan.

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