# Service Quality Dimensions Associated with User Satisfaction in Health Laboratory Center in Makassar, Indonesia
> Haer-Ud-din I.

URL kanonis: https://discover.unhas.ac.id/publications/service-quality-dimensions-associated-with-user-satisfaction-in-health-laborator
Jurnal / Konferensi: Rawal Medical Journal
Tahun terbit: 2023
DOI: https://doi.org/10.5455/rmj.20230117034447
ISSN: 03035212
Kuartil SJR: Q4
Citations: 0

## Authors
- Haer-Ud-din I.

## 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.

## Keywords
- Nonprobability sampling
- Medicine
- Service quality
- Bivariate analysis
- Multivariate analysis
- Feeling
- Univariate
- Patient satisfaction
- Multivariate statistics
- Service (business)
- Quality (philosophy)
- Cross-sectional study
- Customer satisfaction
- Family medicine
- Nursing
- Psychology
- Environmental health
- Statistics
- Population
- Marketing
- Social psychology
- Mathematics
- Business
- Internal medicine
- Pathology
- Epistemology
- Philosophy

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Sumber: Discover Unhas — RIMS Universitas Hasanuddin.
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