• Ervina AG
• Ronald
• Amelia

Indonesian people have several public health problems, one of which is dental and oral disease whose prevalence is still very high. Dental and oral care is one of the efforts to improve public health. This is also a factor in the many health facilities providing dental care in Surabaya, where all compete for customers. With these problems and the addition of COVID-19, dental and oral health service providers are required to maintain high standards of care and pay attention to service quality such as technical quality, procedural quality, infrastructure quality, interactional quality, personnel quality, and social support quality in order to win business competition. which is growing rapidly. This research is also expected to be able to provide Beaudent with more insight regarding the effect of technical quality, procedural quality, infrastructure quality, interactional quality, personnel quality, and social support quality on overall perceived service quality, patient satisfaction, and behavioral intention of Beaudent Surabaya patients, so that The information in this study can be used by Beaudent to attract patients to always entrust their dental health care at Beaudent. This research includes causal research by understanding the relationship between two or more variables. This research was conducted using quantitative research methods, data were collected through questionnaires to 330 respondents according to predetermined characteristics, namely men and women aged 18-60 years who live in Surabaya and have had treatment at Beaudent Mayjend Surabaya. This research uses non-probability sampling with snowball sampling technique. Data is processed using AMOS software. From the results of data processing, it was found that Technical Quality, Procedural Quality, Infrastructure Quality, Interactional Quality, Personnel Quality had a significant effect on Overall Perceived Service Quality, while Social Support Quality had no significant effect on Overall Perceived Service Quality. Overall Perceived Service Quality has a significant effect on Patient Satisfaction, and Patient Satisfaction has a significant effect on Behavioral Intention.

Technical Quality, Procedural Quality, Infrastructural Quality, Interactional Quality, Personnel Quality, Social Support Quality, Overall Perceived Service Quality, Patient Satisfaction, Behavioral Intention.

"Analysis of The Influence of Technical Quality, Procedural Quality, Infrastructural Quality, Interactional Quality, Personnel Quality, and Social Support Quality on Overall Perceived Service Quality, Patient Satisfaction, and Behavioral Intention in Beaudent Patients in Surabaya", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.10, Issue 1, page no.d21-d27, January-2023, Available :http://www.jetir.org/papers/JETIR2301305.pdf

"Analysis of The Influence of Technical Quality, Procedural Quality, Infrastructural Quality, Interactional Quality, Personnel Quality, and Social Support Quality on Overall Perceived Service Quality, Patient Satisfaction, and Behavioral Intention in Beaudent Patients in Surabaya", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.10, Issue 1, page no. ppd21-d27, January-2023, Available at : http://www.jetir.org/papers/JETIR2301305.pdf