ISSN 0303-5212
 
2023, Vol: 48, Issue: 2
48 / 2Current Issue Online FirstArchiveAims and ScopeAbstracting & IndexingMost Accessed ArticlesMost Downloaded ArticlesMost Cited Articles
Required files to be uploaded

Author certificate
Bank Reciept

Original Research 


Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia

Irmawaty Haeruddin, Amran Razak, Indar Indar, Darmawansyah Darmawansyah, Lalu Muhammad Shaleh, Andi Ummu Salmah.

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.

Key words: Service quality, user satisfaction, health service, laboratory.


 
ARTICLE TOOLS
Abstract
PDF Fulltext
How to cite this articleHow to cite this article
Citation Tools
Related Records
 Articles by Irmawaty Haeruddin
Articles by Amran Razak
Articles by Indar Indar
Articles by Darmawansyah Darmawansyah
Articles by Lalu Muhammad Shaleh
Articles by Andi Ummu Salmah
on Google
on Google Scholar


How to Cite this Article
Pubmed Style

Haeruddin I, Razak A, Indar I, Darmawansyah D, Shaleh LM, Salmah AU. Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia. RMJ. 2023; 48(2): 481-484. doi:10.5455/rmj.20230117034447

Web Style

Haeruddin I, Razak A, Indar I, Darmawansyah D, Shaleh LM, Salmah AU. Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia. https://www.rmj.org.pk/?mno=140089 [Access: August 15, 2023]. doi:10.5455/rmj.20230117034447

AMA (American Medical Association) Style

Haeruddin I, Razak A, Indar I, Darmawansyah D, Shaleh LM, Salmah AU. Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia. RMJ. 2023; 48(2): 481-484. doi:10.5455/rmj.20230117034447


Vancouver/ICMJE Style

Haeruddin I, Razak A, Indar I, Darmawansyah D, Shaleh LM, Salmah AU. Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia. RMJ. (2023), [cited August 15, 2023]; 48(2): 481-484. doi:10.5455/rmj.20230117034447


Harvard Style

Haeruddin, I., Razak, . A., Indar, . I., Darmawansyah, . D., Shaleh, . L. M. & Salmah, . A. U. (2023) Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia. RMJ, 48 (2), 481-484. doi:10.5455/rmj.20230117034447


Turabian Style

Haeruddin, Irmawaty, Amran Razak, Indar Indar, Darmawansyah Darmawansyah, Lalu Muhammad Shaleh, and Andi Ummu Salmah. 2023. Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia. Rawal Medical Journal, 48 (2), 481-484. doi:10.5455/rmj.20230117034447


Chicago Style

Haeruddin, Irmawaty, Amran Razak, Indar Indar, Darmawansyah Darmawansyah, Lalu Muhammad Shaleh, and Andi Ummu Salmah. "Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia." Rawal Medical Journal 48 (2023), 481-484. doi:10.5455/rmj.20230117034447


MLA (The Modern Language Association) Style

Haeruddin, Irmawaty, Amran Razak, Indar Indar, Darmawansyah Darmawansyah, Lalu Muhammad Shaleh, and Andi Ummu Salmah. "Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia." Rawal Medical Journal 48.2 (2023), 481-484. Print. doi:10.5455/rmj.20230117034447


APA (American Psychological Association) Style

Haeruddin, I., Razak, . A., Indar, . I., Darmawansyah, . D., Shaleh, . L. M. & Salmah, . A. U. (2023) Service quality dimensions associated with user satisfaction in health laboratory center in Makassar, Indonesia. Rawal Medical Journal, 48 (2), 481-484. doi:10.5455/rmj.20230117034447


Author LoginReviewer LoginEditorial PoliciesConflict of Interest PolicyPlagiarism PolicyAdvertising Policy

About Rawal Medical Journal

Publication, subscription and Editorial office PMA House G/220-B Liaquat Road, Rawalpindi. Phone: 051-555-9812, Fax: 051-553-7088 Email: drnkhokhar@ya ... Read more.



For best results, please use Internet Explorer or Google Chrome.

Contact Information