PROSIDING INTERNASIONAL KEPERAWATAN Proceedings of the International Conference on Nursing and Health Sciences, Volume 4 No 1
THE CORRELATION BETWEEN SERVICE QUALITY AND PATIENT SATISFACTION IN THE MATERNAL EMERGENCY DEPARTMENT IN “ANYAR COMMUNITY HEALTH CENTER” 2023 A CROSS SECTIONAL STUDY
Dublin Core
Title
PROSIDING INTERNASIONAL KEPERAWATAN Proceedings of the International Conference on Nursing and Health Sciences, Volume 4 No 1
THE CORRELATION BETWEEN SERVICE QUALITY AND PATIENT SATISFACTION IN THE MATERNAL EMERGENCY DEPARTMENT IN “ANYAR COMMUNITY HEALTH CENTER” 2023 A CROSS SECTIONAL STUDY
THE CORRELATION BETWEEN SERVICE QUALITY AND PATIENT SATISFACTION IN THE MATERNAL EMERGENCY DEPARTMENT IN “ANYAR COMMUNITY HEALTH CENTER” 2023 A CROSS SECTIONAL STUDY
Subject
cross-sectional; patient satisfaction; service quality
Description
Overall, it is estimated that 15% of pregnant women experience serious obstetric complications and require
treatment in the maternal emergency department (IGD Maternal) at the community health center
(Puskesmas). However, sometimes in health services, especially in government basic service centers in
Indonesia, there is interaction or delivery of information between health workers and patients or families
that is not good enough to reduce patient satisfaction. The purpose of this study was to analyze the
relationship between the level of patient satisfaction and the quality of maternal emergency department
services. A cross-sectional study design was carried out in April 2023 at the maternal emergency department
at the Community health center, Serang-Banten. The research sample consisted of 33 pregnant women who
attended and had taken care of the maternal emergency department. Satisfaction and service quality were
measured using a questionnaire that had been tested for validity and reliability. Chi-square bivariate analysis
was performed using SPSS. Most of the patients were quite satisfied with the service (51.5%). However,
assessing the quality of service is still lacking (54.5%). Statistical analysis concluded that there is a
significant relationship between service quality and patient satisfaction (OR: 10.4; 95% CI (2.03 – 53.2); p
value: 0.003). Good service quality will increase patient satisfaction 10 times compared to poor service
quality.
treatment in the maternal emergency department (IGD Maternal) at the community health center
(Puskesmas). However, sometimes in health services, especially in government basic service centers in
Indonesia, there is interaction or delivery of information between health workers and patients or families
that is not good enough to reduce patient satisfaction. The purpose of this study was to analyze the
relationship between the level of patient satisfaction and the quality of maternal emergency department
services. A cross-sectional study design was carried out in April 2023 at the maternal emergency department
at the Community health center, Serang-Banten. The research sample consisted of 33 pregnant women who
attended and had taken care of the maternal emergency department. Satisfaction and service quality were
measured using a questionnaire that had been tested for validity and reliability. Chi-square bivariate analysis
was performed using SPSS. Most of the patients were quite satisfied with the service (51.5%). However,
assessing the quality of service is still lacking (54.5%). Statistical analysis concluded that there is a
significant relationship between service quality and patient satisfaction (OR: 10.4; 95% CI (2.03 – 53.2); p
value: 0.003). Good service quality will increase patient satisfaction 10 times compared to poor service
quality.
Creator
Rika Nurwulan Sari, Tetin Rismayanti
Source
http://jurnal.globalhealthsciencegroup.com/index.php/PICNHS
Publisher
Global Health Science Group
Date
January - June 2023
Contributor
PERI IRAWAN
Format
PDF
Language
ENGLISH
Type
TEXT
Files
Citation
Rika Nurwulan Sari, Tetin Rismayanti, “PROSIDING INTERNASIONAL KEPERAWATAN Proceedings of the International Conference on Nursing and Health Sciences, Volume 4 No 1
THE CORRELATION BETWEEN SERVICE QUALITY AND PATIENT SATISFACTION IN THE MATERNAL EMERGENCY DEPARTMENT IN “ANYAR COMMUNITY HEALTH CENTER” 2023 A CROSS SECTIONAL STUDY,” Repository Horizon University Indonesia, accessed February 3, 2025, https://repository.horizon.ac.id/items/show/2804.
THE CORRELATION BETWEEN SERVICE QUALITY AND PATIENT SATISFACTION IN THE MATERNAL EMERGENCY DEPARTMENT IN “ANYAR COMMUNITY HEALTH CENTER” 2023 A CROSS SECTIONAL STUDY,” Repository Horizon University Indonesia, accessed February 3, 2025, https://repository.horizon.ac.id/items/show/2804.