Pengaruh mutu layanan terhadap kepuasan pasien HIV
DOI: https://doi.org/10.56922/quilt.v6i8.3662
HIV Patient Satisfaction Service Quality Servqual
Abstract
Background: Patient satisfaction is one of the key indicators in evaluating healthcare services. In HIV care, service quality is a critical factor because HIV patients require services that provide a sense of security, maintain confidentiality regarding their status, and are free from stigma and discrimination. The Simpang Kawat Community Health Center has never conducted a specific survey regarding services for HIV patients.
Purpose: To analyze the influence of service quality based on the SERVQUAL dimensions on the satisfaction of HIV patients.
Method: This is a quantitative study with a cross-sectional design. The study population consists of all HIV patients who regularly undergo treatment at the Simpang Kawat Community Health Center, totaling 268 individuals. This study used 100 patients as respondents, selected using purposive sampling.
Results: Data were collected via a questionnaire and analyzed using univariate and bivariate analyses with the Chi-Square test, as well as multivariate analysis using multiple logistic regression using the ENTER method for the final model. This study found that 86% of respondents were satisfied with the services received; furthermore, all five dimensions used were found to have a significant association with patient satisfaction (p-value <0.05). In the multivariate analysis, it was found that the dimensions of assurance (p-value = 0.004, OR = 45,723) had a significant effect on HIV patient satisfaction.
Conclusion: The assurance dimension was the most dominant factor influencing HIV patient satisfaction. The Simpang Kawat Community Health Center is expected to be able to maintain and improve service quality, particularly in the aspects of assurance and reliability, in order to maintain and enhance HIV patient satisfaction.
Keywords: HIV; Patient Satisfaction; Service Quality; Servqual.
Downloads
References
Agresti, A. (2024). An Introduction to Categorical Data Analysis (4th ed.). Hoboken, NJ: Wiley. Diakses Dari: https://doi.org/10.1002/9781119405269
Babasa, S. K. D., Hamor, A. D., Parangalan, D. S., Rizarie, S. F. V., Matibag, N. M., Miranda, K. J. A., & Carandang, R. R. Z. (2025). “They did not judge me”: a qualitative study on patient satisfaction in public primary HIV care facilities in metro Manila, Philippines. Acta Medica Philippina, 59(16), 29.
Reyes-Morales, H., Flores-Hernández, S., Díaz-Portillo, S. P., Serván-Mori, E., Escalante-Castañón, A., Hegewisch-Taylor, J., & Dreser-Mansilla, A. (2023). Design and validation of indicators for the comprehensive measurement of quality of care for type 2 diabetes and acute respiratory infections in ambulatory health services. International Journal for Quality in Health Care, 35(4), mzad087.
Kementerian Kesehatan Republik Indonesia. (2025). Profil HIV Indonesia Tahun 2025. Jakarta: Kementerian Kesehatan Republik Indonesia. Diakses dari: Kementerian Kesehatan Republik Indonesia. (2025). Profil HIV Indonesia Tahun 2025. Jakarta: Kementerian Kesehatan Republik Indonesia.
Lemeshow, S., Hosmer, D. W., Klar, J., & Lwanga, S. K. (1997). Adequacy of Sample Size in Health Studies. Geneva: World Health Organization.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pohan, I. S. (2021). Jaminan Mutu Layanan Kesehatan: Dasar-Dasar Pengertian dan Penerapan. Jakarta: EGC.
Rahmatia, S., Hidayat, R., & Prasetyo, D. (2025). Service quality based on SERVQUAL dimensions and inpatient satisfaction: Evidence from Indonesian hospitals. Journal of Public Health Research, 14(1), 45–53.
Setia, M. S. (2021). Methodology series module 3: Cross-sectional studies. Indian Journal of Dermatology, 66(3), 261–264.
Sugiyono. (2022). Metode Penelitian Kuantitatif. Bandung: Alfabeta.
United Nations Programme on HIV/AIDS. (2025). Global AIDS Update 2025. Geneva: UNAIDS. Diakses dari: https://www.unaids.org
World Health Organization. (2024). Consolidated Guidelines on HIV Prevention, Testing, Treatment, Service Delivery and Monitoring. Geneva: WHO. Diakses dari: https://www.who.int/publications
World Health Organization. (2025). Global HIV & AIDS Statistics 2025. Geneva: WHO. Diakses dari: https://www.who.int/news-room/fact-sheets/detail/hiv-aids
World Medical Association. (2024). Declaration of Helsinki: Ethical Principles for Medical Research Involving Human Subjects. JAMA, 310(20), 2191–2194. Diakses dari: https://doi.org/10.1001/jama.2013.281053
Yunus, N. M., Abdullah, N., & Rahman, F. (2024). The impact of healthcare service quality on patient satisfaction: Evidence from primary health care services. BMC Health Services Research, 24(1), 1–10.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Zahratul Aini Harsyah, Rumita Ena Sari, Arnild Augina Mekarisce, Adila Solida
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
