Analysis of Service Quality and Its Impact on Infertility Patient Satisfaction at RSIA Stella Maris Medan

Abstract

Infertility is a reproductive health issue that has physical, psychological, social and economic implications for couples of childbearing age. Findings indicate complaints regarding waiting times. This study examined the level of satisfaction among infertility patients (SERVQUAL), which remains limited.This was a quantitative study using a cross-sectional design with an analytical approach with a sample of 94 respondents. Data were collected and analysed using univariate, bivariate (Chi-square test) and multivariate analyses (multiple logistic regression). The results of the study indicate that there is no significant association between these characteristics and patient satisfaction. Based on the bivariate analysis, the dimensions of Tangible, Responsiveness, Assurance and Empathy  were significantly associated with patient satisfaction, whilst Reliability showed no significant association. Multivariate analysis showed that Assurance and Empathy  jointly had a significant effect on patient satisfaction, with Empathy  being the most dominant factor (OR = 7.117). It can therefore be concluded that the quality of care particularly the dimensions of Assurance and Empathy  plays a crucial role in determining the level of satisfaction among infertility patients. It is hoped that the management of the Halim Fertility Centre at RSIA Stella Maris will enhance healthcare staff’s Empathy  skills through training in communication and patient care.