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Overview of pregnant women’s satisfaction with antenatal care services using the customer satisfaction index (CSI) I Nengah Prama Baswara Andakara Yasa; Putu Arya Suryanditha; Luh Gede Pradnyawati
Science Midwifery Vol 14 No 2 (2026): Health Sciences and related fields
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/midwifery.v14i2.2350

Abstract

Background: The Maternal Mortality Ratio (MMR) in Indonesia remains high at 189 per 100,000 live births in 2020. One contributing factor to this condition is low compliance among pregnant women in attending antenatal care (ANC) visits, which is presumed to be influenced by their level of satisfaction with antenatal services. This study aimed to describe and analyze pregnant women’s satisfaction with the quality of antenatal care services at BaliMed Karangasem Hospital. This study employed a descriptive analytic design using the SERVPERF questionnaire, which evaluates five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using the Customer Satisfaction Index (CSI). The results showed that all service quality dimensions had high levels of satisfaction and importance. The highest satisfaction score was observed in the responsiveness dimension (4.57), while the lowest was in tangibles (4.48). The highest importance score was found in the assurance dimension (4.68), whereas the lowest importance score was in tangibles (4.52). The CSI value of 90.5% indicated a “very satisfied” category.
Co-Authors , Anak Agung Ayu Lila Paramasatiari , Putu Indah Budiapsari Adhiputra, I Ketut Agus Indra Anak Agung Ayu Lila Paramasatiari Anak Agung Ayu Lila Paramasatiari Anak Agung Gede Indraningrat Anak Agung Sagung Ayu Santhi Sueningrum Apsari, Putu Indah Budi Artha Aryasa, I Putu Gde Chandra ATWN, Anak Agung Sagung Ayu Krisma Yanti Ayu Krisma Yanti Ayu Savitri Siskayani budiapsari, putu indah Dewa Putu Widjana I Komang Galih Vedanta Artana I Komang Medy Wedhangga I Made Pariartha I Nengah Kapti I Nengah Prama Baswara Andakara Yasa I Nyoman Agung Triana Putra I Nyoman Agung Triana Putra I Nyoman Sutapa I Nyoman Sutapa Ida Ayu Agung Idawati Ida Bagus Gde Indra Wedhana Purba Indraningrat, Anak Agung Gede Janurianti, Ni Made Defy Kadek Karang Agustina Kapti I Nengah Kartuti Debora, Kartuti Kuntaman Kuntaman Luh Gede Pradnyawati Made Dharmesti Wijaya Ni Kadek Elmy Saniathi Ni Komang Ayu Mega Juliyanty Ni Komang Ayu Mega Juliyanty Ni Luh Putu Mita Miati Ni Luh Putu Mita Miati, Ni Luh Putu Mita NI MADE DHANISWARA PUTRI WIRAWAN Ni Nyoman Sri Budayanti Ni Wayan Putri Primayanthi Ni Wayan Widhidewi Ni Wayan Widhidewi Ni Wayan Widhidewi Paramasatiari, Anak Agung Ayu Lila Pramana, Made Surya Primatanti, Putu Asih Putu Asih Primatanti Putu Indah Budi Apsari Putu Indah Budi Apsari Putu Sutisna Rasita, Yoeke Dewi Setiabudy, Marta Sri Masyeni, Dewa Ayu Putri Suyasning Hastiko Indonesiani Widhidewi, Ni Wayan Widowati, I Gusti Ayu Rai - Wijaya, I Dewa Gede Harry Wijaya, Made Indra Yanti, Ni Komang Semara Yoeke Dewi Rasita