Factors associated with the Patient Satisfaction of Health Care Service at Community Health Centers in Ngawi, East Java

Hendra Dwi Kurniawan1), Didik Tamtomo2), Bhisma Murti1)


1)Masters Program in Public Health, Universitas Sebelas Maret

2)Faculty of Medicine, Universitas Sebelas Maret



Background: Patient satisfaction is an important factor in developing a service deli­very system that maximizes the achievement of patient good health status. This study aimed to determine fac­tors associated with the patient satisfaction of health care ser­vice at the community health centers in Ngawi, East Java.

Subjects and Method: A cross-sectional study was conducted in 25 community health centers in Ngawi, East Java, from October to November 2018. A sample of 200 pa­tients was selected by stra­tified random sampling. The dependent variable was pa­tient satisfaction. The independent variables were age, education, income, health in­su­rance, and quality of health care service. The data were collected by questionnaire and ana­lyzed by a multiple logistic regression.

Results: Age ≥35 years (OR= 2.59; 95% CI= 1.20 to 5.58; p= 0.015) and good health care service (OR= 4.87; 95% CI= 2.11 to 11.24; p<0.001) were associated with an in­creased patient satisfaction. Education ≥senior high school (OR= 0.29; 95% CI= 0.09 to 0.50; p<0.001), income ≥Rp 1,569,832 (OR= 0.29; 95% CI= 0.12 to 0.67; p= 0.004), and membership in national health insurance (OR= 0.22; 95% CI= 0.09 to 0.51; p<0.001) were associated with decreased patient satisfaction.

Conclusion: Age ≥35 years and good health care service increase patient satisfaction. Edu­cation ≥senior high school, income ≥Rp 1,569,832, and membership in national health in­su­rance decrease patient satisfaction.

Keywords: patient satisfaction, community health center

Correspondence: Hendra Dwi Kurniawan. Masters Program in Public Health, Universitas Sebelas Maret, Jl. Ir. Sutami 36 A, Surakarta 57126, Central Java. Email: hendradeeka@gmail.com. Mobile: 081234101501.

DOI: https://doi.org/10.26911/theicph.2019.04.01

Share this :

View PDF