Assessing the user satisfaction on COVID-19 vaccination service in Indonesia

Abstract

Background: The implementation of the COVID-19 vaccination is still being carried out in Indonesia to enhance immunity against SARS Cov-2 infection. However, the information about vaccination service satisfaction is still very limited. This study aims to assess how satisfied Covid-19 vaccination service users are in Indonesia. Design and methods: This is an analytic study with a cross-sectional design was conducted through an online survey in the third week of June 2022. People with a minimum age of 17 years, having received at least one COVID-19 vaccination, and residing in Indonesia were allowed to participate in this study. We used the SERVQUAL model as an instrument, measuring five aspects covering tangibility, responsiveness, reliability, assurance, and empathy. The analysis carried out included univariate analysis and bivariate test using chi-square statistical test. Results: A total of 509 respondents were included in this study. The findings of this study revealed that there was not much of a difference between the satisfied (50.1%) and dissatisfied categories (49.9%) of vaccination users. Of the five dimensions measured, the highest level of dissatisfaction is in tangibility particularly on facility (48.7%), while the highest level of satisfaction is in reliability (the vaccination service following applicable procedures; 59.7%). We find out that vaccination location ( p = 0.038), provision of refreshment/reward/incentives ( p = 0.001), providing emergency contact post-vaccination ( p = 0.000), and observation time post-vaccination ( p = 0.000) were associated with the satisfaction of users. Conclusion: Many respondents in this study are still dissatisfied with the COVID-19 vaccination services, so it is necessary for taking continuous efforts to raise the quality of vaccination services to increase user satisfaction.

Chinese Americans’ Information Sources on, Preferred Types of, and Satisfaction with COVID-19 Vaccination

“…In addition, instead of using a single question to measure satisfaction, future studies should consider adopting a more in-depth survey instrument to measure satisfaction from multiple levels. For example, the SERVQUAL instrument is widely used in assessing health service satisfaction, which consists of five dimensions: tangibility, reliability, responsiveness, assurance, and empathy [ 11 ].…”

“…Satisfaction, in the context of vaccine users, refers to their personal perceptions of how happy or satisfied they are with the vaccine service they received [ 11 ]. This is measured by the extent to which the participants are satisfied with their experiences of getting vaccinated.…”

From Archipelago to Pandemic Battleground: Unveiling Indonesia’s COVID-19 Crisis

“…Repeated unfulfilled promises regarding COVID-19 mitigation strategies may have eroded trust and willingness to follow new preventive behaviors, such as taking a booster dose [ 72 ]. A study found that the vaccination service itself divided society almost equally in terms of satisfaction and dissatisfaction [ 73 ]. In addition, the relatively lower severity of the Omicron variant among the younger age group [ 74 , 75 ] has contributed to a false sense of security, reducing the perceived threat of the virus.…”