THE ELDERLY’S SATISFACTION WITH THE SERVICE QUALITY OF A COMMUNITY GERIATRIC HEALTH PROGRAMME IN INDONESIA: A CROSS-SECTIONAL STUDY
ABSTRACT: The achievement of
the geriatric health programme is still under a number of government targets
and the research about the satisfaction of elderly in contributing to this
program still limited. This study aims to identify the correlation between the
service quality of a geriatric health programme in the community with the
satisfaction of older adults. Methods: The research design was cross-sectional
and involved 277 elderly people as the respondents. The service quality was
measured using a service quality (SERVQUAL) questionnaire with three different
sub-variables of input, process and outcome. The elderly people’s satisfaction
was examined using several parameters including reliability, assurance,
tangibles, empathy and responsiveness (RATER). The data obtained from the
questionnaires was analysed using the Spearman Rho test with a significance
level of <0.05 to determine the correlation between the variables. Results:
Good service quality provided satisfaction among the elderly. The Spearman Rho
test result for input quality was p = 0.000 with a correlation coefficient of
0.705, while the test result for process quality was p = 0.000 with a
correlation coefficient of 0.750. The outcome quality was p = 0.000 with a
correlation coefficient of 0.766. The results showed that there is a
relationship between the independent and dependent variables. Conclusions: Good
service quality regarding the input, process and output of the service can
enhance the satisfaction levels of the elderly. This study can be referred to
as a parameter and evaluation for the PHC to maintain and improve the service
quality standards for the elderly.
KEYWORDS: community, elderly,
geriatric health programme, satisfaction, service quality
Author: Nursalam, Mochamad
Cholid Hanafi, Elida Ulfiana
Journal Code: jpkesmasgg170075
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