Service Quality Dimensions Associated with User Satisfaction in Health Laboratory Center in Makassar, Indonesia

Abstract

Objective: To assess overall satisfaction and identify the service quality dimensions most associated with user satisfaction in health laboratory center (Balai Besar Laboratorium Kesehatan/BBLK) Makassar, Indonesia. Methodology: This cross-sectional analytical study was conducted in June-August 2022 among 250 participants who were selected using a purposive sampling technique. Those 17 year and above adults visiting the laboratory were included and those who coult read and write were excluded from the study. We used a validated questionnaire. Statistical analyses using univariate, bivariate, and multivariate regression analyses were performed. Results: Most participants (61.2%) had a generally positive appreciation of the provider with a feeling of satisfaction with BBLK Makassar service. Reliability dimension was the higher (80%) than with other service quality dimensions. Multivariate model showed a relationship between service quality dimensions and user satisfaction (61.0%). Conclusion: The service quality of BBLK Makassar as a healthcare provider was good. Improving services other than the satisfaction dimensions is necessary to increase user satisfaction.

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