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Relationship between Service Quality on Public Health Center and Patient Satisfaction

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  • Fuad Husain Akbar
  • Muhammad Tegar Jaya

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 23rd-25th 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.

Suggested Citation

  • Fuad Husain Akbar & Muhammad Tegar Jaya, 2017. "Relationship between Service Quality on Public Health Center and Patient Satisfaction," Global Journal of Health Science, Canadian Center of Science and Education, vol. 9(7), pages 1-96, July.
    • Handle: RePEc:ibn:gjhsjl:v:9:y:2017:i:7:p:96
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    1. Maliheh Gharibi & Gholamreza Sanagouymoharer & Fariba Yaghoubinia, 2016. "The Relationship Between Quality of Life With Marital Satisfaction in Nurses in Social Security Hospital in Zahedan," Global Journal of Health Science, Canadian Center of Science and Education, vol. 8(2), pages 178-178, February.
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    Cited by:

    1. Abigail Affiong Mkperedem & Peter Ogunlade & Chisaa Igbolekwu & Ogadimma Arisukwu & Abiodun Olawale Afolabi & Ruth Adefunke Adedayo, 2023. "Healthcare service delivery perception among NHIS-HMO enrollees in Lagos hospitals," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-11, December.

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      JEL classification:

      • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
      • Z0 - Other Special Topics - - General

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