Factors Determining the Quality of Services Provided by Dental Co-assistant Students at the Dental and Oral Hospital of Prof. Dr. Moestopo (Beragama) University: A Literature Review

This study aims to identify and analyze the determining factors of service quality provided by clinical dental students (co-assistant students) at the Prof. Dr. Moestopo (Beragama) Dental Hospital. Service quality is an essential aspect of healthcare services that influences patient satisfaction, trust, and perceptions of healthcare performance. This study employed a quantitative approach using a survey method involving 250 patients who received treatment from clinical dental students. Data were collected through questionnaires that had been tested for validity and reliability. Data analysis was conducted using Factor Analysis with the assistance of the Statistical Package for the Social Sciences (SPSS), including Kaiser-Meyer-Olkin Measure of Sampling Adequacy (KMO), Bartlett’s Test of Sphericity, Component Matrix, and Rotated Component Matrix. The results indicate that competence is the most dominant factor affecting service quality, with a loading factor of 0.848, followed by communication (0.818), tangibles (0.780), empathy (0.755), reliability (0.712), and responsiveness (0.582). All of these factors met the required criterion with loading factor values above 0.50, indicating their significance as determinants of service quality. Meanwhile, assurance obtained a loading factor of 0.498 in the first factor, which did not meet the required threshold; however, it showed a loading factor of 0.854 in the second factor, indicating substantial potential for future development. The findings suggest that improving competence, communication skills, and overall service performance of clinical dental students is crucial for enhancing patient satisfaction and healthcare service quality.