Analysis of the Influence of Perception on Antenatal Care (ANC) Service Quality to Pregnant Women Satisfaction in Lamepayung Primary Health Center District of Kuningan, West Java Province, 2009

Abstract

Antenatal care (ANC) service in Puskesmas (Primary Health Center) Lamepayung district of Kuningan was not successfully performed due to low re-visit of pregnant women to Puskesmas (K4). Service quality of ANC could be viewed from 5 dimensions of quality: reliability, responsiveness, assurance, empathy and tangible. This quality achievement could be measured by satisfaction level. The objective of this study was to analyze the influence of perception on ANC service quality to pregnant women satisfaction. This is an analytical observational study using cross sectional approach. The number of respondents included in this study was 106 pregnant women who visited Puskesmas Lamepayung for the first time. Results of the study showed that most of respondents were 20-35 years of age (87.7%), having high school level of education (61.3%), unemployed (76.4%) and having family social status of ‘sejahtera 1’ (90.6%). More than half of respondents (52.38%) had good level of satisfaction. Perception on the ANC service quality in the dimension of reliability was good (55.66%), good on responsiveness (44.34%), good on assurance (49.06%), good on empathy (45.28%) and good on tangible (52.83%). There was an association between level of satisfaction and reliability (p: 0.001), responsiveness (p: 0.005), assurance (p: 0.010), empathy (p: 0.022) and tangible (p: 0.007). It was found that there were 4 variables of quality dimension which influenced satisfaction level. Those variables were reliability (p: 0.009), assurance (p: 0.008), empathy (p: 0.016) and tangible (p: 0.006). It was suggested to Puskesmas to increase the quality of the reliability dimension. Blood sample taking by midwife for blood examination had to be consistent with the guidelines and it had to be done to every pregnant woman. In the dimension of responsiveness, health officers should provide service promptly to shorten the waiting time by pregnant women.