Wijayanti Siwi Pramatama Mars, Rejeki Dwi Sarwani Sri, Rizqi Yuditha Nindya Kartika, Octaviana Devi, Nurlaela Sri
Department of Public Health, Faculty of Health Sciences, Jenderal Soedirman University, Purwokerto, Indonesia.
J Public Health Res. 2023 Jun 21;12(2):22799036231181852. doi: 10.1177/22799036231181852. eCollection 2023 Apr.
The implementation of the COVID-19 vaccination is still being carried out in Indonesia to enhance immunity against SARS Cov-2 infection. However, the information about vaccination service satisfaction is still very limited. This study aims to assess how satisfied Covid-19 vaccination service users are in Indonesia.
This is an analytic study with a cross-sectional design was conducted through an online survey in the third week of June 2022. People with a minimum age of 17 years, having received at least one COVID-19 vaccination, and residing in Indonesia were allowed to participate in this study. We used the SERVQUAL model as an instrument, measuring five aspects covering tangibility, responsiveness, reliability, assurance, and empathy. The analysis carried out included univariate analysis and bivariate test using chi-square statistical test.
A total of 509 respondents were included in this study. The findings of this study revealed that there was not much of a difference between the satisfied (50.1%) and dissatisfied categories (49.9%) of vaccination users. Of the five dimensions measured, the highest level of dissatisfaction is in tangibility particularly on facility (48.7%), while the highest level of satisfaction is in reliability (the vaccination service following applicable procedures; 59.7%). We find out that vaccination location ( = 0.038), provision of refreshment/reward/incentives ( = 0.001), providing emergency contact post-vaccination ( = 0.000), and observation time post-vaccination ( = 0.000) were associated with the satisfaction of users.
Many respondents in this study are still dissatisfied with the COVID-19 vaccination services, so it is necessary for taking continuous efforts to raise the quality of vaccination services to increase user satisfaction.
印度尼西亚仍在推行新冠疫苗接种，以增强对严重急性呼吸综合征冠状病毒2（SARS-CoV-2）感染的免疫力。然而，关于疫苗接种服务满意度的信息仍然非常有限。本研究旨在评估印度尼西亚新冠疫苗接种服务使用者的满意度。
这是一项采用横断面设计的分析性研究，于2022年6月的第三周通过在线调查进行。年龄在17岁及以上、至少接种过一剂新冠疫苗且居住在印度尼西亚的人可参与本研究。我们使用SERVQUAL模型作为工具，测量包括有形性、响应性、可靠性、保证性和移情性五个方面。所进行的分析包括单变量分析和使用卡方统计检验的双变量检验。
本研究共纳入509名受访者。研究结果显示，疫苗接种使用者的满意类别（50.1%）和不满意类别（49.9%）之间差异不大。在所测量的五个维度中，最高水平的不满意在于有形性，尤其是设施方面（48.7%），而最高水平的满意在于可靠性（疫苗接种服务遵循适用程序；59.7%）。我们发现接种地点（P = 0.038）、提供茶点/奖励/激励措施（P = 0.001）、接种后提供紧急联系信息（P = 0.000）以及接种后观察时间（P = 0.000）与使用者的满意度相关。
本研究中的许多受访者对新冠疫苗接种服务仍不满意，因此有必要持续努力提高疫苗接种服务质量，以提高使用者满意度。
