User

Contextual Effect of Health Centers and Quality Dimensions of Antenatal Services on Patient Satisfaction in Klaten, Central Java

Leny Rahmawati, Didik Tamtomo, Bhisma Murti

Abstract

Background: Puskesmas plays an important role in reducing maternal and neonatal morbidity and mortality. Contextual health centers and dimensions of service quality can improve maternal and child health services. This study aimed to analyze the factors that influence patient satisfaction

Subjects and Method: A cross sectional study was conducted in Klaten Regency, Central Java. A sample of 200 pregnant women at the community health centers was selected by simple random sampling. The dependent variable was patient satisfaction. The independent variables were reliability, tangible, empathy, responsiveness, and assurance. The data were analyzed by multiple multilevel linear regression using the Stata 14 application.

Results: Patient satisfaction was influenced by reliability (b=0.30; 95% CI= -0.48 to -0.13; p= 0.001), tangible (b= 0.28; 95% CI= 0.14 to 0.42; p<0.001), responsiveness (b= 0.17; 95% CI= 0.07 to 0.27; p= 0.001), and assurance (b= 0.16; 95% CI= 0.04 to 0.28; p= 0.007), while empathy has no effect on patient satisfaction (b= -0.02; 95% CI= -0.28 to 0.23; p= 0.837). Health center had strong contextual effect on patient satisfaction with ICC= 36.4%.

Conclusion: Patient satisfaction is influenced by reliability, tangible (physical evidence), responsiveness, and assurance, while empathy has no effect on patient satisfaction.

Keywords: satisfaction, puskesmas, multilevel linear regression

Korespondensi:  Leny Rahmawati. Program Magister Kesehatan Masyarakat, Universitas Sebelas Maret. Jl. Ir. Sutami 36A, Surakarta 57126, Jawa Tengah. Email: lovejesus251200@gmail.com. Ponsel: +6288981023493.


Full Text:

PDF

References

Adhytyo RD, Mulyaningsih (2013). Reliabilitas Mempengaruhi Kepuasan Pasien terhadap Pelayanan Kesehatan di Salah Satu Puskesmas Kabupaten Ngawi. GASTER, 10: 2.


Ahmad BM (2019). Analisis pengaruh kualitas pelayanan terhadap kepuasan pasien Klinik Assalaam Medicare Sukoharjo. UMS Library. http://eprints.ums.ac.id/72185/.


Alqeed MA (2013). Service quality relationship with customer satisfaction and business profitability (A Case Study of Royal Jordanian). EJBM, 5(1): 210–216.


Azkha N, Elnovriza D (2006). Analisis tingkat kepuasan klien terhadap pelayan-an kesehatan di Puskesmas dalam Wilayah Kota Padang. JKMA. http://jurnal.fkm.unand.ac.id/index.php/jkma/article/view/11Antenatal Care. Jakarta: Departemen Kesehatan RI.


Badan Perencanaan Pembangunan Nasional (2014). Rencana Pembangunan Jangka Menengah Nasional (RPJMN) 2015-2019. Jakarta: Badan Perencanaan Pembangunan Nasional


Darmawansyah et al. (2013). Hubungan kualitas pelayanan kesehatan dengan kepuasan pasien pengguna Askes Sosial pada Pelayanan Rawat Inap di RSUD Lakipada Kabupaten Tana Toraja tahun 2013. https://onese-arch.id/Record/IOS5831.123456789-5681#details.


Departemen Kesehatan RI (2010). Pengertian dan Kegiatan Pelayanan Ante-natal Care. Jakarta: Departemen Kesehatan RI.


Dewi S, Yuni R, Yusriani Y, Muhammad KA (2019). Perceptions of pregnant woman on monetary and time sacrifice for satisfaction based on health workers roles in antenatal services to reduce the risk of maternal death at Gowa district. HSJI. 10(2):1-8. https://doi.org/10.22435/hsji.v10i2.2444


Dhahi, ZK, Sajjad, SI, Lamis, AH (2015). A Study on Pregnant Woman’s Satisfaction with Primary Health Care Services in Basra. IJRHAL. 3(1): 1-15.https://ww .researchgate.net/publication/310796679_A_study_on_pregnant women's_satisfaction_with_primary_health_care_services_in_Basra


Dinas Kesehatan Kabupaten Klaten (2017). Profil Kesehatan Kabupaten Klaten 2018. Klaten: Dinas Kesehatan Kabupaten Klaten


Hendarwan, H ,Heny, L ,Kenti, F ,Miko, H (2017). Kualitas Pelayanan Pemeriksaan Antenatal oleh Bidan di Puskesmas. Buletin Penelitian Kesehatan, 46 (2):1-12. http ://doi.org/10.22435/bpk.v46i2.307


Hernon, P dan Nitecki, DA (2001). Service Quality: A Concept Not Fully Explored. Library Trends. https://doi.org/10.5539/ass.v8n13p201


Indriyana (2015). Buku Pintar Obgyn. Semarang: FK Undip.


Institute for Healthcare Improvement (2019a). Across The Chasm Aim #3: Health Care Must Be Patient Centered. http://www.ihi.org/resources/Pages/ImprovementStories/AcrosstheChasmAim3HealthCareMustBePatientCentered.aspx


Institute for Healthcare Improvement (2019b). Across the Chasm Aim #4: Health Care Should Be Timely. http://www.ihi.org/resources/Pages/ImprovementStor /AcrossTheChasmAim4HealthCareShouldBeTimely.aspx


Institute for Healthcare Improvement (2019b). Across the Chasm Aim #6: Health Care Must Be Equitable. http://www.ihi.org/resources/Pages/ImprovementStorie/HealthCareMustBeEquitable.aspx


Kebede DB, Yeshitila BB, Desta WS, Admasu BG (2020). Maternal satisfaction with antenatal care and asso-ciated factors among pregnant woman in Hossana Town. Int J Reprod Med. 2020: 1-8. https://doi.org/10.1155/-2020/2156347.


Kementerian Kesehatan RI (2014). Mother’s Day: Situasi Kesehatan Ibu. Jakarta: Pusat Data dan Informasi Kementerian Kesehatan RI


Kementerian Kesehatan RI (2018). Pentingnya Pemeriksaan Kehamilan di Fasilitas Kesehatan. Jakarta: Pusat data dan informasi kementrian kesehatan RI.


Khan, Naveed R, Shaikh, Ubedullah (2011). Impact of service quality on customer sarisfaction: Evidences from the res-taurant industry in Pakistan. SSRN. 9(2): 343-355. https://ssrn.com/abstract=2104139.


Llewellyn D (2002). Ginekologi dan Kesehatan Wanita. Jakarta: Gaya favorit Press.


Mansur, AMSA, Karim M, Hoque M, Chowdhury S (2014). Quality of Antenatal Care in Primary Health Care Centers of Bangladesh. J Family Reprod Health. 8(4): 175-181. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4266789/.


Manuba IBG (2014). Kapita Selekta Penatalaksanaan Rutin Kehamilan Obstetri Ginekologi dan KB. Jakarta: EGC.


Kementerian Kesehatan RI (2014). Peraturan Menteri Kesehatan RI no 97 tahun 2014 tentang pelayanan kesehatan masa sebelum hamil, masa hamil, persalinan, dan masa sesudah melahirkan, penyelenggaraan pelayanan kontrasepsi, serta pelayanan kese-hatan seksual. Jakarta: Kementrian Kesehatan Republik Indonesia.


Kumar A (2017). Effect of service quality on customer loyalty and the mediating role of customer satisfaction: An empirical investigation for the telecom service industry. JMRA, 4(4): 159–166. DOI 10.18231/2394-2770.2017.0029


Ladhari R, Ladhari I, Morales M (2011). Bank service quality: Comparing Canadian and Tunisian customer perceptions. Int J Bank Marketing. 29(3): 224–246. DOI 10.1108/026-52321111117502.


Miltenburg AS, Richard FK, Tarek M, Johanne S (2018). Quality of care during childbirth in Tanzania: Identification of areas that need improve-ment. Reproductive Health. 15(14): 1-12. DOI 10.1186/s12978-018-0463-1


Mochtar R (2005). Sinopsis Obstetri. Jakarta: EGC.


Mosadeghrad AM (2012). A conceptual framework for quality of care. Materia Socio Medica. 24(4): 251-261. https://doi.org/10.5455/msm.2012.24.251-261.


Mosadeghard AM (2014). Factors influencing health care service quality. Int J Health Policy Manage. 3(2):77-89. https://doi.org/10.15171/ijhpm.2014.65


Mufdillah (2012). Konsep Kebidanan. Yogyakarta : Mulia Medika.


Nashihuddin, Wahid (2012). Serqual; Metode Tepat Meningkatkan Kualitas Layanan Perpustakaan. https://digilib.undip.ac.id/v2/2012/05/11/servqualmetodetepatmeningkatkankualitaslayananperpustakaan/#:~:text=Metode%20Servqual%20merupakan%20metode%20yang,harapan%20terhadap%20yang%20akan%20diterima.


Owili PO, Miriam AM, Bomar RM, Bradley C (2017). Quality of maternity care and it’s determinants along the continuum in Kenya: A structural equation modeling analysis. PLOS ONE, 12(5): 1-8. https://doi.org/10.1371/journal.pone.0177756.


Panjaitan PRM, Heru S, Surya U (2019). Associations between educational, knowledge, attitude, and maternal intention on antenatal care visit. J Matern Child Health. 4(6): 1-6. https://doi.org/10.26911/thejmch.2019.04.06.12.


Parasuraman, Zeithaml VA, Berry LL (2007). SERVQUAL: A multipleitem scale for measuring consumer perceptions of service quality, Journal of Retailing. 64(1):12-36.


Quddus, FSA dan Hudrasyah, H (2014). The Influence of Service Quality Dimensions on Customer Satisfaction and Customer Loyalty in PT JNE North Bandung Area. Journal of Business and Management, 3(5): 546–556.


Ratminto (2006). Pelayanan Prima. Yogyakarta: Gadjah Mada University Press.


Raven JH, Rachel JT, Tan S (2012). What is quality in maternal and neonatal health care? Midwifery. 28(5): e676-e683. https://doi.org/10.1016/j.mid-w.2011.09.003.


Ravichandran K, Mani BT, Kumar SA, Pra-bhakaran S (2010). Influence of service quality on customer satisfaction application of Servqual Mode. International Journal of Business and Management, 5(4) : 117-124.


Rosita R, Murti B, Sumanto (2016). Path analysis on the organizational factors affecting medical service quality and patient satisfaction at Dr. Moewardi Hospital, Surakarta. J Health Policy Manage. 01(02): 71-77. https://doi.org/10.26911/thejhpm.2016.01.02.02.


Sagita YD, Lusi S (2019). Kualitas pelayanan antenatal care (ANC) dan tingkat kepuasan ibu hamil. Wellnes and Healthy Magazine. 1(1):1-6. https://wellness.journalpress.id/wellness/article/view/w1104/SS.


Silva D, Bamber J (2004). Improving quality in general practice. The health foundation inspiring improvement, 23:1-62. https://www.health.org.uk/publications/improving-qualityingeneralpractice.


Sulaeman ES (2014). Manajemen kesehatan: Teori dan praktik di puskesmas. Yogyakarta: Gajah Mada University Press.


Sulaeman ES (2017). Kebijakan kesehatan: Teori dan implementasi. Surakarta: UNS Press.


Surapranata H, Iskandar BP (2013). Evaluation of customer satisfaction using service quality dimention at D’Seuhah Da Lada Restaurant. J Business Manage. 2(1): 14–28.


WHO (2016). WHO recomendations on antenatal care for a positive pregnancy experience. Geneva: World Health Organization.


WHO (2016). Standards for Improving Quality of Maternal and Newborn Care in Facilities. Geneva: World Health Organization.


WHO (2018). World Health Statistics 2018: Monitoring Health fot The SDGs, Sustainable Development Goals. Geneva: World Health Organization.


Wijono, Djoko (1999). Managemen Mutu Pelayanan Kesehatan. Surabaya: Airlangga University Press.


Winarni (2014). Kepuasan Ibu Hamil terhadap Pelayanan Antenatal Care (ANC) oleh Bidan di Wilayah Kerja Puskesmas Ngoresan. GASTER, 11(2): 1-11. http://garuda.ristekbrin.go.id/documents/detail/340912.


Zhou L (2004). A dimensionspecific analysis of performanceonly measurement of service quality and satisfac-tion in China’s retail banking. Journal of Services Marketing, 18(7): 534–546. DOI: 10.1108/088760404105-61866.

Refbacks

  • There are currently no refbacks.