Cross-Cultural Adaptation and Psychometric Properties of The Indonesian Version of Servqual For Assessing Oral Health Service Quality

摘要

The demand for improving the quality of general health services and oral services is increasing.One of the best and most used models for evaluating the quality of health services is SERVQUAL.This research tests the validity and reliability of the Indonesian version of SERVQUAL and identifiesthe gaps in the quality of dental care in the teaching hospital of the Faculty of Dentistry atUniversitas Indonesia. A sample of (n=127) patients between 12 and 71 years old was recruitedfrom patients who visited a teaching dental hospital in Jakarta. After translating the instrument, weconducted psychometric testing. The reliability coefficients (Cronbach α) for SERVQUAL were asfollows: SERVQUAL Expectation 0.90 and SERVQUAL Perception 0.90. The reliability test of theIndonesian version of SERVQUAL yielded test and retest Interclass Correlation Coefficients thatwere in excellent agreement with Expectation 0.95 and Perception 0.88. The construct validity ofSERVQUAL Indonesian version’s Expectation and Perception showed that scores were associatedsignificantly (p=0.00) with global ratings on a five-point Likert scale question. In general, there wasno significance, but some domains showed a tendency toward significance: Domain TeamworkExpectations (p=0.09), Outcome Perception (p=0.09) and Reliability Perception (0.07). TotalSERVQUAL discriminant validity was measured using satisfied and dissatisfied variables dividedinto two domains: the SERVQUAL Total Domain and the MOH Core Value Domain. Satisfied anddissatisfied variables were classified in terms of delta values: Delta with ≤0 was dissatisfied, andDelta with >0 was satisfied. Total SERVQUAL Perceptions, whose satisfaction was 82.84 (9.37)and whose dissatisfaction was 78.28 (7.16), were significant (p=0.01). This study provides strongevidence supporting the reliability and validity of the Indonesian SERVQUAL to be used as asatisfied oral health service measure for Indonesian people.