Understanding Patient Satisfaction and Loyalty in Public and Private Primary Health Care

Overview

Journal J Public Health Res

Publisher Sage Publications

Specialty Public Health

Date 2020 Jul 31

PMID 32728567

Citations 4

Authors

Febri Endra Budi Setyawan

Stefanus Supriyanto

Ernawaty Ernawaty

Retno Lestari

Affiliations

Soon will be listed here.

Abstract

The quality of health centers, patient satisfaction, and loyalty are three key factors that enable health care providers to improve their services and cost-effectiveness. This study, therefore, aims to determine patient satisfaction and loyalty in public and private primary health care centers. Data were obtained from a cross-sectional design of 1470 self-administered questionnaires and analyzed based on mean, standard deviation, and correlation coefficients. The results showed respectively a strong and moderate correlation between patient satisfaction and loyalty in private (r=0.767) and public (r=0.54) primary health care centers, respectively. In addition, in both centers patients received adequate medical services, with social aspects as the least important factors affecting patient satisfaction. In conclusion, primary health care practices need to recognize the needs that influence patients' satisfaction and loyalty, to improve the quality of their services.

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