Skip to main content
alam.amiki@gmail.com 6281260272238
Register
Articles

Prioritizing Service Quality Investments in Aesthetic Dental Clinics: An Importance-Performance Map Analysis (IPMA) Approach

  • 1*,2 Universitas Pelita Harapan

* Corresponding Author: Athina Isabella Sumanti

Open Access
DOI
https://doi.org/10.59431/ijer.v6i2.818
Published
Pages
625–634

Issue

Vol. 6 No. 2 (2026)

Indonesian Journal Economic Review (IJER)
June

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.

Keywords

Service quality 6Q Framework Revisit Intention PLS-SEM IPMA Aesthetic Dental Services

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

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

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.

License

Copyright (c) 2026 Athina Isabella Sumanti, Ferdi Antonio

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

This is an open-access journal. All articles are distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Under this license, you are free to:

  • Share: Copy and redistribute the material in any medium or format.
  • Adapt: Remix, transform, and build upon the material for any purpose, even commercially.

Attribution Requirements:
You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.

Copyright and Retention:
Authors retain copyright without restrictions and grant this journal the right of first publication under an open-access model. The journal retains non-exclusive publishing rights for archiving, indexing, and scholarly dissemination.

Usage Statistics

Most read articles by the same author(s)