Public satisfaction with the quality of First Health Facility Services in Indonesia: Does sociodemographic matter?

Abstract

Objective: To investigate individual characteristics related to satisfaction with the quality of First Health Facility Services (FHFS) in Indonesia. Methods: This cross-sectional study analyzes national representation data. Meanwhile, the study involved 9 846 representative respondents in 2019. Respondent’s satisfaction with FHFS based on the five dimensions of service quality (SERVQUAL) is a dependent variable. Independent variables consist of sex, marital status, age, education, employment, insurance ownership, and economics. The study used multivariate logistic regression to explain the relationship between individual characteristics and FSHS quality. Results: 77.3% Respondents were satisfied with FHFS, with the highest order of satisfaction dimensions being assurance (59.4%), empathy (57.3%), reliability (53.6%), responsiveness (52.7%), and then tangibility (49.1%). Multivariate logistic analysis showed that divorce was 1.48 more likely than never-married to be satisfied (95% CI 1.17-1.87). Employees were 0.77 less likely than the unemployed to get satisfied (95% CI 0.70-0.86). Respondents with higher education was 0.82 less likely than those with primary education to be satisfied (95% CI 0.67-0.99). Meanwhile, respondents who had government-run insurance were 1.61 more likely than uninsured to be satisfied (95% CI 1.42-1.80). Moreover, the rich were 0.82 less likely than the poor to get satisfied (95% CI 0.73-0.92). Conclusions: Community satisfaction with FHFS is generally high, though some areas could be improved. Demographic factors are still strongly related to satisfaction ratings. The government can assess the quality of services in accordance with standards and disseminate information about service standards for primary facilities to all levels of society, ensuring that service satisfaction is rated as good by all groups.

Keywords

Health services quality / Satisfaction / National health insurance

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