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Assessing the user satisfaction on COVID-19 vaccination service in Indonesia
Siwi Pramatama Mars Wijayanti1, Dwi Sarwani Sri Rejeki1, Yuditha Nindya Kartika Rizqi1
1Department of Public Health, Faculty of Health Sciences, Jenderal Soedirman University, Purwokerto, Indonesia.
Journal of Public Health Research
|June 26, 2023
Summary
Indonesian COVID-19 vaccination services show nearly equal satisfaction and dissatisfaction. Key factors influencing user satisfaction include vaccination location, incentives, and post-vaccination observation time.
Area of Science:
- Public Health
- Health Services Research
- Infectious Disease Epidemiology
Background:
- Ongoing COVID-19 vaccination efforts in Indonesia aim to boost population immunity against SARS-CoV-2.
- Limited data exists regarding user satisfaction with COVID-19 vaccination services in Indonesia.
Purpose of the Study:
- To assess the satisfaction levels of users with COVID-19 vaccination services in Indonesia.
Main Methods:
- An analytical cross-sectional study utilizing an online survey conducted in June 2022.
- Participants (aged 17+) had received at least one COVID-19 vaccine and resided in Indonesia.
- The SERVQUAL model, assessing tangibility, responsiveness, reliability, assurance, and empathy, was employed.
Main Results:
- Out of 509 respondents, 50.1% were satisfied and 49.9% dissatisfied with vaccination services.
- Highest dissatisfaction was noted in tangibility (facility aspects, 48.7%), while highest satisfaction was in reliability (adherence to procedures, 59.7%).
- Vaccination location, provision of incentives, emergency contact availability, and post-vaccination observation time significantly correlated with user satisfaction.
Conclusions:
- A substantial portion of respondents expressed dissatisfaction with COVID-19 vaccination services.
- Continuous quality improvement initiatives are crucial to enhance user satisfaction with vaccination services.
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