Relationship between Service Quality on Public Health Center and Patient Satisfaction

Abstract

Introduction: The aim of this study was to examine the relationship between services quality on public health center and patient satisfaction in Kutai Kartanegara Regency, Indonesia.Method: This research used pilot pathfinder survey, which was done on February 23 rd -25 th 2017 in Kutai Kartanegara Regency, Indonesia. Two questionnaires were used in the study. During the data collection, there were 192 patients from the health service center, it was consisted two locations representing the urban and rural area in order to describe the quality of health service towards the patients' satisfaction. In order to investigate the correlation between the quality of health service and patient satisfaction, Pearson correlation test was conducted. Result:The highest score regarding of the service quality was on the dimension of the doctors and pharmacy were 99.5%. The lowest level of patients' satisfaction on assurance and empathy dimension were 10.4%. There was a significance between the service quality of the doctors, nurses, pharmacy, and the administrators towards the patients' satisfaction. The highest score of the coefficient correlation on the nurse dimension was 0.273, which means that the nurses were giving good services quality and it affects the people's satisfaction. Conclusion:A good service quality believes would affect the people's satisfaction which generally affects people's decision to choose health service provider. Health service center is expected to increase their environmental condition, and the professionalism of the nurses and registration officers in terms of their awareness and performance in order to create better services.

Evaluation of Patient Satisfaction on Quality of Public Dental Health Service from Different Dimensions in Indonesia

“…Women and young adults who visit dental and oral health services are more likely than men and elderly. This is in line with previous which finds a large number of female patients visiting dental clinics [1,[12][13][14]. In this study, women presented a high level of satisfaction, a result similar to that previously described [15,16], which suggested that more women taking into account the health and aesthetic conditions of the oral cavity so that more frequent visits to dental and oral health services.…”

Gender and Age Differences in Patient Satisfaction with Dental Care in the Urban and Rural Areas of Indonesia: Pilot Pathfinder Survey

“…Adults believe they have a higher level of satisfaction with service quality than teenagers because the older the person, the more critical the way they think, and they are able to judge something better. It has been shown previously that patients with age above 45 years was as much as 39.7% [21]. There are only a small number of studies that report the age relationship and patient satisfaction in obtaining care.…”

“…In addition, the study also revealed that infrastructure has significantly correlated to patient satisfaction. Women want better care, more privacy during visit hours, and less pain [21,[24][25][26].…”

“…One indicator of the quality of health services is the satisfaction of the primary service users in this case the patient [6,7]. Patient satisfaction is the patient's response to a significant aspect of his or her health care experience [8].…”

“…Quality of health services is determined by health facilities and qualified health personnel This is in accordance with the Minister of Health Regulation number 5 of 2014 the realization of good public health conditions is the duty and responsibility of the state as a constitutional mandate that is the Constitution of the Republic of Indonesia in 1945 [9]. However, most people argue that the services provided by state health care centers are still considered inadequate to their fullest expectations resulting in dissatisfaction [6,8].…”