- 6281260272238
- alam.amiki@gmail.com
- Mon - Sat: 08:00 - 15:00
_
Articles
Articles
Prioritizing Service Quality Investments in Aesthetic Dental Clinics: An Importance-Performance Map Analysis (IPMA) Approach
Athina Isabella Sumanti, Ferdi Antonio
View Author Affiliations
- Athina Isabella Sumanti: Universitas Pelita Harapan, Indonesia
- Ferdi Antonio: Universitas Pelita Harapan, Indonesia
Share Article:
Abstract
This study examines the role of service quality in shaping revisit intention in private aesthetic dental services among millennials. A quantitative cross-sectional design was employed, with data collected from 241 respondents across eight accredited private dental clinics in Jakarta using an online survey. The study adopts the 6Q service quality framework and analyzes the data using Partial Least Squares Structural Equation Modeling (PLS-SEM) complemented by Importance-Performance Map Analysis (IPMA). The results indicate that technical quality has the strongest influence on revisit intention, followed by interpersonal and personnel quality. The model demonstrates substantial explanatory power, with an R² value of 0.604. IPMA findings reveal that indicators related to clinical outcomes and service efficiency, particularly aesthetic results and administrative processes, require priority improvement due to their high importance but relatively lower performance. Meanwhile, communication and clinical competence are identified as key strengths that should be maintained. These findings provide actionable insights for dental clinic managers to allocate resources more effectively by focusing on high-impact service attributes. The study contributes to the literature by extending the application of the 6Q framework in aesthetic healthcare services and integrating IPMA for more practical decision-making.
Author Biographies
Athina Isabella Sumanti
Universitas Pelita Harapan
Department of Doctoral in Research Management, Faculty of Business and Economics, Universitas Pelita Harapan, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta, Indonesia.
Ferdi Antonio
Universitas Pelita Harapan
Department of Doctoral in Research Management, Faculty of Business and Economics, Universitas Pelita Harapan, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta, Indonesia.
Article Identifiers
- Article Title: Prioritizing Service Quality Investments in Aesthetic Dental Clinics: An Importance-Performance Map Analysis (IPMA) Approach
- DOI: 10.59431/ijer.v6i2.818
- Publication Date: 2026-06-28
- Journal: Indonesian Journal Economic Review (IJER)
- Volume: 6
- Issue: 2
- Pages: 625–634
References
-
Abbasi-Moghaddam, M. A., Zarei, E., Bagherzadeh, R., Dargahi, H., & Farrokhi, P. (2019). Evaluation of service quality from patients’ viewpoint. BMC Health Services Research, 19(1). https://doi.org/10.1186/s12913-019-3998-0
-
Alhammadi, M. S., Halboub, E., Al‐Mashraqi, A. A., Al‐Homoud, M., Wafi, S., Zakari, A., & Mashali, W. (2018). Perception of facial, dental, and Smile Esthetics by Dental students. Journal of Esthetic and Restorative Dentistry, 30(5), 415–426. https://doi.org/10.1111/jerd.12405
-
Cham, T., Lim, Y., & Sigala, M. (2021). Marketing and social influences, hospital branding, and medical tourists’ behavioural intention: Before and after service consumption perspective. International Journal of Tourism Research, 24(1), 140–157. https://doi.org/10.1002/jtr.2489
-
Endeshaw, B. (2020). Healthcare Service Quality-Measurement Models: A Review. Journal of Health Research, 35(2), 106–117. https://doi.org/10.1108/jhr-07-2019-0152
-
Ghanem, E., AlGhanem, N. A., AlFaraj, Z. S., AlShayib, L. Y., AlGhanem, D. A., AlQudaihi, W. S., & AlGhanem, S. Z. (2023). Patient Satisfaction With Dental Services. Cureus, 15(11). https://doi.org/10.7759/cureus.49223
-
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/eum0000000004784
-
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM). 3rd. Edition. SAGE Publications, Inc.
-
Kang, G., & James, J. (2004). Service quality dimensions: An examination of grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266–277. https://doi.org/10.1108/09604520410546806
-
Ma, M. (2023). Young Chinese Women’s Beauty Seeking Behavior in the Chinese Social Media Appearance Gaze. Communications in Humanities Research. https://doi.org/10.54254/2753-7064/16/20230722.
-
Militi, A., Sicari, F., Portelli, M., Merlo, E. M., Terranova, A., Frisone, F., Nucera, R., Alibrandi, A., & Settineri, S. (2021). Psychological and social effects of oral health and dental aesthetic in adolescence and early adulthood: An observational study. International Journal of Environmental Research and Public Health, 18(17), 9022. https://doi.org/10.3390/ijerph18179022
-
Nasrul, N. (2020). The effect of functional quality variables and technical quality on patient satisfaction mediated by image. Management Science Letters, 1587–1596. https://doi.org/10.5267/j.msl.2019.12.008
-
Octaviani, S., Antonio, F., & Andy, A. (2023). The antecedents of patient experience of the Aesthetic Clinic and its impact on revisit intention. South African Journal of Business Management, 54(1). https://doi.org/10.4102/sajbm.v54i1.3832
-
Park, S., Kim, H.-K., Choi, M., & Lee, M. (2021). Factors affecting revisit intention for medical services at Dental Clinics. PLOS ONE, 16(5). https://doi.org/10.1371/journal.pone.0250546
-
Riaz, A., & Sughra, U. (2021). Measurement of service quality gaps in dental services using SERVQUAL in public hospitals of Rawalpindi. Pakistan Journal of Medical Sciences, 37(3). https://doi.org/10.12669/pjms.37.3.3436
-
Ringle, C M, Wende, S., & Becker, J. M. (2024). SmartPLS 4. SmartPLS. https://www.smartpls.com/
-
Ringle, C. M., & Sarstedt, M. (2016). Gain more insight from your PLS-SEM results. Industrial Management & Data Systems, 116(9), 1865–1886. https://doi.org/10.1108/imds-10-2015-0449
-
Sarstedt, M., Richter, N.F., Hauff, S. et al. Combined importance–performance map analysis (cIPMA) in partial least squares structural equation modeling (PLS–SEM): a SmartPLS 4 tutorial. J Market Anal 12, 746–760 (2024). https://doi.org/10.1057/s41270-024-00325-y
-
Seong, M.-G., Kim, J.-H., & Jang, K.-A. (2015). Factors affecting the satisfaction for medical service and reuse intention of patients at Dental Clinic in Gyeongnam Province. Journal of Dental Hygiene Science, 15(2), 106–112. https://doi.org/10.17135/jdhs.2015.15.2.106
-
Swain, S., & Kar, N. C. (2018). Hospital service quality as the antecedent of patient satisfaction – A conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/ijphm-06-2016-0028
-
Teeluckdharry, N. B., Teeroovengadum, V., & Seebaluck, A. K. (2022). A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements. The TQM Journal. https://doi.org/10.1108/tqm-11-2021-0340
-
Woo, S., & Choi, M. (2021). Medical Service Quality, patient satisfaction, and intent to revisit: Case study of public hub hospitals in the Republic of Korea. PLOS ONE, 16(6). https://doi.org/10.1371/journal.pone.0252241
-
Wood, N. (2024). The business of care: Rethinking profitability in private dental practice. South African Dental Journal, 79(08), 409–411. https://doi.org/10.17159/sadj.v79i08.20476
Issue Information
Article Details
| Volume: | 6 |
| Issue: | 2 |
| Year: | 2026 |
| Published: | 2026-06-28 |
| Pages: | 625–634 |
| Section: | Articles |
Additional Information
How to Cite
Sumanti, A. I., & Antonio, F. (2026). Prioritizing Service Quality Investments in Aesthetic Dental Clinics: An Importance-Performance Map Analysis (IPMA) Approach. Indonesian Journal Economic Review (IJER), 6(2), 625–634. https://doi.org/10.59431/ijer.v6i2.818
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons License.
Find This Article
Track citations and research impact
Dimensions
Scientific Connections
Scite
Citation Insights
Google Scholar
Find Articles
ResearchGate
Research Network
Semantic Scholar
Insights & Analytics
Connected Papers
Research Visualization
Crossref
DOI & Metadata
Garuda
Indonesian Journals
Scilit
Scientific Publications
BASE
Open Access Search
Zenodo
Open Repository
Unpaywall
Open Access Finder
OpenCitations
Citation Database
Click to explore metrics and citations
Our News & Similar Articles
Similar Articles
You may also start an advanced similarity search for this article.
Author Publications