Relationship between COVID-19 Vaccination Service Quality and Patient Satisfaction at the Bojong Nangka Public Health Center, Tangerang District Indonesia Khairunnisa Ramadhani (a), Narila Mutia Nasir (a*), Fajar Ariyanti (a), M. Iqbal Nurmansyah (a), Baequni (a)
a) Public Health Study Program, Faculty of Health Sciences, UIN Syarif Hidayatullah Jakarta, Indonesia
*narilamutia[at]uinjkt.ac.id
Abstract
COVID-19 vaccination service quality needs to be improved because it has impact to patient satisfaction. During the COVID-19 pandemic, the government issued a COVID-19 vaccination policy. In this case, patient satisfaction is important because it may encourage community to be vaccinated to achieve the vaccination target. This study aimed to determine the relationship between COVID-19 vaccination service quality and patient satisfaction at the Bojong Nangka Public Health Center, Tangerang District in 2022. This study used a cross-sectional research design. The population was people aged 18 years old and above, who received COVID-19 vaccination services in the last 2 months. Using a simple random sampling technique, we recruited 115 respondents. We collected the data using a structured questionnaire. The data were analyzed using chi-square test. The study result indicated that 74.8% respondents were satisfied with the COVID-19 vaccination service. There was a significant relationship between tangible dimension of service quality (p-value = 0.000), reliability dimension (p-value = 0.000), responsiveness dimension (p-value = 0.000), assurance dimension (p-value = 0.000), and empathy dimension (p-value = 0.000) with patient satisfaction of COVID-19 vaccination services at the Bojong Nangka Public Health Center. It is suggested that health workers supervise the service waiting room, both after and before the service to maintain 1−-2 meters distance on patient chairs and need to provide both information related to side effects of the vaccine and further treatment of these side effects. Further study may conduct in other places with the same characteristics as a comparison and do additional observation.
Keywords: Healthcare facilities, service quality, patient satisfaction, COVID-19 vaccination.
