Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Waluya The International Science of Health Journal
Jasrawati Jasrawati
Regional Health Laboratory, Southeast Sulawesi, Indonesia
Dentistry Education Health Professions Medicine & Pharmacology Nursing Public Health Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Influence of National Quality Indicators on Customer Satisfaction at the Southeast Sulawesi Provincial Health Laboratory, Indonesia Jasrawati Jasrawati; Sartini Risky; Rahmawati Rahmawati
Waluya The International Science of Health Journal Vol. 5 No. 3 (2026): Waluya The International Science of Health Journal
Publisher : Magister Kesehatan Universitas Mandala Waluya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54883/tf227n03

Abstract

Introduction: National quality indicators are essential for ensuring patient safety and service quality in health laboratories. However, evidence regarding their association with customer satisfaction in provincial health laboratories remains limited. This study aimed to examine the association between national quality indicators and customer satisfaction at a provincial health laboratory in Southeast Sulawesi, Indonesia. Method: A quantitative cross-sectional study was conducted from May 7 to June 16, 2025, involving 95 repeat customers of the Southeast Sulawesi Provincial Health Laboratory. Participants were selected using accidental sampling. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Result: National quality indicators were positively and significantly associated with customer satisfaction (β = 0.497, t = 8.406, p < 0.001). The findings indicate that better implementation of national quality indicators was associated with higher levels of customer satisfaction. Conclusion: The implementation of national quality indicators is significantly associated with customer satisfaction in the provincial health laboratory. Strengthening compliance with hand hygiene, personal protective equipment use, and patient identification procedures may contribute to improving users' perceptions of laboratory service quality and satisfaction.
Co-Authors Rahmawati Rahmawati Sartini Risky