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All Journal Journal of Rural Community Nursing Practice Journal of Rural Community Nursing Practice
Ulva Kurnia Chahyanti
Faculty of Health Sciences, Hafshawaty Zainul Hasan University, Indonesia
Health Professions Immunology & microbiology Medicine & Pharmacology Nursing Public Health Social Sciences

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The Relationship Between Satisfaction and Expectations of the Healthcare Community and the Quality of Services in the Emergency Unit of the Klakah Community Health Center, Lumajang Ulva Kurnia Chahyanti; Zainal Abidin; Ainul Yaqin Salam
Journal of Rural Community Nursing Practice Vol. 4 No. 1 (2026): March
Publisher : Al-Hijrah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58545/jrcnp.v4i1.631

Abstract

Background: The quality of healthcare services is a crucial aspect of service delivery, particularly in emergencies, where timeliness and effectiveness are crucial for patient safety. As a primary healthcare facility, the Klakah Community Health Center plays a crucial role in providing emergency services to the community through its Emergency Unit (ER). However, the quality of services provided in the ER is often influenced by various factors, including community satisfaction and expectations. Purpose: This study aims to determine the relationship between community satisfaction and expectations regarding the quality of healthcare services in the emergency room of the Klakah Community Health Center, Lumajang. Methods: This study is a cross-sectional study. The population in this study consisted of all patients/patients' families who visited the emergency room at the Klakah Community Health Center, Lumajang. A total of 50 respondents were selected. Accidental sampling was used. To determine the effect of the two variables, a Spearman's rank correlation test was conducted at the 0.05 significance level. Results: The Spearman Rank test yielded a p-value of 0.000 (< 0.05), indicating a significant relationship between satisfaction and the quality of emergency room healthcare services, with a coefficient of 0.675 indicating a strong correlation. The Spearman Rank test yielded a p-value of 0.000 (< 0.05), indicating a significant relationship between expectations and the quality of emergency room healthcare services, with a coefficient of 0.604, indicating a strong correlation. Conclusions: Therefore, public satisfaction and expectations significantly influence perceptions of service quality in the emergency room. Patients with high expectations for speed, accuracy, and service friendliness will perceive the emergency room as good if these expectations are met.
The Relationship Between Satisfaction and Expectations of the Healthcare Community and the Quality of Services in the Emergency Unit of the Klakah Community Health Center, Lumajang Ulva Kurnia Chahyanti; Zainal Abidin; Ainul Yaqin Salam
Journal of Rural Community Nursing Practice Vol. 4 No. 1 (2026): March
Publisher : Al-Hijrah Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58545/jrcnp.v4i1.631

Abstract

Background: The quality of healthcare services is a crucial aspect of service delivery, particularly in emergencies, where timeliness and effectiveness are crucial for patient safety. As a primary healthcare facility, the Klakah Community Health Center plays a crucial role in providing emergency services to the community through its Emergency Unit (ER). However, the quality of services provided in the ER is often influenced by various factors, including community satisfaction and expectations. Purpose: This study aims to determine the relationship between community satisfaction and expectations regarding the quality of healthcare services in the emergency room of the Klakah Community Health Center, Lumajang. Methods: This study is a cross-sectional study. The population in this study consisted of all patients/patients' families who visited the emergency room at the Klakah Community Health Center, Lumajang. A total of 50 respondents were selected. Accidental sampling was used. To determine the effect of the two variables, a Spearman's rank correlation test was conducted at the 0.05 significance level. Results: The Spearman Rank test yielded a p-value of 0.000 (< 0.05), indicating a significant relationship between satisfaction and the quality of emergency room healthcare services, with a coefficient of 0.675 indicating a strong correlation. The Spearman Rank test yielded a p-value of 0.000 (< 0.05), indicating a significant relationship between expectations and the quality of emergency room healthcare services, with a coefficient of 0.604, indicating a strong correlation. Conclusions: Therefore, public satisfaction and expectations significantly influence perceptions of service quality in the emergency room. Patients with high expectations for speed, accuracy, and service friendliness will perceive the emergency room as good if these expectations are met.
Co-Authors Ainul Yaqin Salam Zainal Abidin