Association between Quality of Service and Patient Satisfaction at Poasia Community Health Center in Southeast Sulawesi

Nurmaida Saana, Ascobat Gani, Rosarlian


Faculty of Public Health, Universitas Indonesia



Background: Patient satisfaction is an indicator of the existing quality of health ser­vices. Patient satisfaction can affect patient loyalty of future health service. Recent data showed that outpatient visit to Poasia Community Health Center (Puskesmas) had de­creased from 16.74% in 2012 to 11.38% in 2013. This study aimed to examine the asso­ciation between the quality of service and patient satisfaction at Poasia Puskesmas in Southeast Sulawesi.

Subjects and Method: A cross sectional study was conducted in the work area of ​​Poasia Pus­­kes­mas, South East Sulawesi, from January to March 2014. A total sample of 97 out­patients was selected for this study at random. The independent variable was out­­patient ser­vice quality. The dependent variable was patient satisfaction. The quality data were measured by ServQual instrument. Other data were collected using ques­tionnaire and analyzed by chi square test.

Results: The empathy dimension of the quality of health service was positively associated with outpatient satisfaction (OR= 0.29; 95% CI= 0.10 to 0.85; p= 0.036). Other dimensions of quality were also associated but not statistically significant with patient satisfaction.

Conclusion: Quality of health service is associated with patient satisfaction. The em­pathy dimension of quality should be capitalized to improve the quality of outpatient service.

Keywords: quality, service, patient satisfaction

Correspondence: Nurmaida Saana. Faculty of Public Health, Universitas Indonesia, Depok, West Java. Email: Mobile: 081341815157.


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