Setyawan Febri Endra Budi, Supriyanto Stefanus, Ernawaty Ernawaty, Lestari Retno
Faculty of Medicine, University of Muhammadiyah Malang, Malang.
Department of Health Policy and Administration, Faculty of Public Health.
J Public Health Res. 2020 Jul 2;9(2):1823. doi: 10.4081/jphr.2020.1823. eCollection 2020 Jul 3.
The quality of health centers, patient satisfaction, and loyalty are three key factors that enable health care providers to improve their services and cost-effectiveness. This study, therefore, aims to determine patient satisfaction and loyalty in public and private primary health care centers. Data were obtained from a cross-sectional design of 1470 self-administered questionnaires and analyzed based on mean, standard deviation, and correlation coefficients. The results showed respectively a strong and moderate correlation between patient satisfaction and loyalty in private (r=0.767) and public (r=0.54) primary health care centers, respectively. In addition, in both centers patients received adequate medical services, with social aspects as the least important factors affecting patient satisfaction. In conclusion, primary health care practices need to recognize the needs that influence patients' satisfaction and loyalty, to improve the quality of their services.
健康中心的质量、患者满意度和忠诚度是使医疗服务提供者能够改善其服务和成本效益的三个关键因素。因此，本研究旨在确定公立和私立初级卫生保健中心的患者满意度和忠诚度。数据来自对1470份自填式问卷的横断面设计，并基于均值、标准差和相关系数进行分析。结果显示，私立（r=0.767）和公立（r=0.54）初级卫生保健中心患者满意度与忠诚度之间分别存在强相关性和中度相关性。此外，在这两个中心，患者都获得了充足的医疗服务，社会因素是影响患者满意度的最不重要因素。总之，初级卫生保健机构需要认识到影响患者满意度和忠诚度的需求，以提高其服务质量。
