Kano Perspective Method: Analysis of Main Factors that Affects Patients’ Satisfaction in Attempt to Improve Dental Treatment Qualities in Government Hospitals

Abstract Background: Research on patient’s satisfaction is rarely conducted in hospitals. Most studies on satisfaction focused on variables such as service quality and satisfaction with medical services and their relationship, whilst only several of them explored variables regarding patient satisfaction. Assessment of the quality of dental care services is still relatively primitive. Thus, this study integrated the structure-process-outcome framework from Donabedian, and the two-dimensional quality model from Kano, to identify the main factors of patient satisfaction in attempt to improve dental care services. Methods:This was an analytic observational study with a cross sectional design. Patients aged 12 to 65 years, who visited the dental clinic in designated research hospitals for dental treatment at the time of the study were recruited as subjects. Afterwards, an adapted Kano's perspective (Kano's method) questionnaire was given to respondents. The questionnaire consisted of a paired question, there were functional and dysfunctional questions. Results: After conducting research at South Sulawesi’s government hospitals, 303 respondents, who visited the dental clinic at the research designated hospital, were then scouted for this study. From the patient's point of view, most of the service elements were classified as must-be attributes, namely 12 elements. In addition, 9 elements were classified as one-dimensional attributes (one size) and 7 elements were classified as attractive attributes; the rest were classified as indifferent (neutral) attributes. Conclusion: Overall, the patients were positively satisfied with all elements of the service carried out by the dental care sector of the hospital studied. However, there were some elements of service that need to improve because due to their low level of assessment.