The Relationship Between Satisfaction and Expectations of the Healthcare Community and the Quality of Services in the Emergency Unit of the Klakah Community Health Center, Lumajang

Ulva Kurnia Chahyanti; Zainal Abidin; Ainul Yaqin Salam

doi:10.58545/jrcnp.v4i1.631

Authors

Ulva Kurnia Chahyanti Faculty of Health Sciences, Hafshawaty Zainul Hasan University, Indonesia
Zainal Abidin Faculty of Nursing, University of Jember, Indonesia https://orcid.org/0000-0002-9744-8041
Ainul Yaqin Salam Faculty of Health Sciences, Hafshawaty Zainul Hasan University, Indonesia https://orcid.org/0000-0002-6938-0094

DOI:

https://doi.org/10.58545/jrcnp.v4i1.631

Abstract

Background: The quality of healthcare services is a crucial aspect of service delivery, particularly in emergencies, where timeliness and effectiveness are crucial for patient safety. As a primary healthcare facility, the Klakah Community Health Center plays a crucial role in providing emergency services to the community through its Emergency Unit (ER). However, the quality of services provided in the ER is often influenced by various factors, including community satisfaction and expectations. Purpose: This study aims to determine the relationship between community satisfaction and expectations regarding the quality of healthcare services in the emergency room of the Klakah Community Health Center, Lumajang. Methods: This study is a cross-sectional study. The population in this study consisted of all patients/patients' families who visited the emergency room at the Klakah Community Health Center, Lumajang. A total of 50 respondents were selected. Accidental sampling was used. To determine the effect of the two variables, a Spearman's rank correlation test was conducted at the 0.05 significance level. Results: The Spearman Rank test yielded a p-value of 0.000 (< 0.05), indicating a significant relationship between satisfaction and the quality of emergency room healthcare services, with a coefficient of 0.675 indicating a strong correlation. The Spearman Rank test yielded a p-value of 0.000 (< 0.05), indicating a significant relationship between expectations and the quality of emergency room healthcare services, with a coefficient of 0.604, indicating a strong correlation. Conclusions: Therefore, public satisfaction and expectations significantly influence perceptions of service quality in the emergency room. Patients with high expectations for speed, accuracy, and service friendliness will perceive the emergency room as good if these expectations are met.

Keywords:

Satisfaction, Expectation, Quality of Services, Emergency Unit

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Author Biography

Ainul Yaqin Salam, Faculty of Health Sciences, Hafshawaty Zainul Hasan University, Indonesia

Department of Nursing

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