GUIDELINES FOR IMPROVING THE SERVICE QUALITY OF SCHWISDENTAL DENTAL CLINIC

Abstract

This study has the following objectives: 1. To study the strengths and weaknesses of 2. To study the service quality expectations of customers of Schwisdental Dental Clinic. 3. To present guidelines for improving the service quality of Schwisdental Dental Clinic Sandentol. It is a qualitative research. The researcher selected a specific sample group. The data was collected by interview method. There were 19 main informants, consisting of 1) 2 dentists 2) 5 dental assistants 3) 2 general workers 4) 10 customers of Schwisdental Dental Clinic. Processed by linking relationships in various aspects according to facts both in terms of cause and effect. The results of the study revealed that 1) the strengths of the clinic's services, namely knowledge, competence and efficiency of dentists including convenience. The atmosphere of the clinic is clean. The most important factor is the ability of dentists with different experiences and expertise. Including management system personnel management strategy and marketing as for the service in the clinic that is still a weakness. It might be an appointment. Personnel Knowledge Development. 2) Guidelines for improving service quality of Swiss Dental Clinic. There should be a correction in the section. The concreteness of the service by investing more in necessary equipment (New facility investment) to build confidence in patients and personnel within the clinic. Adjusting the budget to use more in the necessary parts to bring patients' confidence back to receive dental services. 3) Factors used in making a decision to choose Schwisdental Dental Clinic can be divided into 2 issues: receiving advice from family members, relatives whether they are parents or husband and wife, and the other issue being advice from friends or acquaintance. The next reason is to find the information yourself. Factors affecting the decision to use this dental clinic reliability most trust. 4) Service Quality Expectations Clients expect good service from the front desk, duration, trust in the dentist's name.