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Service Quality Perception and Service Satisfaction of COVID-19 Vaccination in Indonesia: A Participants Vaccination Perspective

Jurnal Kesehatan Masyarakat · Vol. 20 No. 4 (2025) · hlm. 848–858

DOI
10.15294/kemas.v20i4.23600
ISSN
2355-3596, 1858-1196
Terbit
2025-04-30
Penerbit
Universitas Negeri Semarang in collaboration with Ikatan Ahli Kesehatan Masyarakat Indonesia (IAKMI Tingkat Pusat) and Jejaring Nasional Pendidikan Kesehatan (JNPK)
Bahasa
eng

Abstrak

The COVID-19 vaccine is a crucial effort to break the chain of transmission of COVID-19. To achieve optimal, effective, and efficient results in community program implementation, monitoring and evaluation are essential. The purpose of this study was to evaluate the implementation of COVID-19 vaccination in Semarang. So, it was known that service quality perception, service satisfaction, and willingness to recommend vaccination to others. This study is an analytic observational study with a cross-sectional design in 2022. The total number of respondents was 512 people. Data collection was carried out directly by visiting respondents who had received COVID-19 vaccinations at public health centers and vaccination centers. The data obtained is then processed and analyzed with the final model using Binary Logistic Regression. Respondents with basic education (4.67 ± 0.449) and those using the collective registration mechanism (4.51 ± 0.495) showed a positive correlation with perceived service quality. Of the 9 procedural suitability items, 4 received higher satisfaction scores: staff asking about regular medication use (4.41 ± 0.612), confirmed COVID-19 history (4.42 ± 0.598), close contact history (4.42 ± 0.609), and post-vaccination observation for side effects (4.43 ± 0.608), all with p-value < 0.05. Overall, respondents were satisfied with the service quality, with 26.5% willing to recommend vaccination to others. This indicates that the COVID-19 vaccination service is running effectively and appropriately.

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  • State University of Semarang
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Rekan penulisOrganisasiArtikel bersama
Widya Hary CahyatiAfiliasi tidak diketahui9
Dina Nur Anggraini NingrumAfiliasi tidak diketahui5
Ari YuniastutiState University of Semarang4
Sri Ratna RahayuAfiliasi tidak diketahui4
Dyah Mahendrasari SukendraAfiliasi tidak diketahui3
Mahalul AzamAfiliasi tidak diketahui3
Eko FaridaAfiliasi tidak diketahui3
Muhamad Zakki SaefurrohimAfiliasi tidak diketahui3
Bertakalswa HermawatiAfiliasi tidak diketahui2
Yunita Dyah Puspita SantikAfiliasi tidak diketahui2
Tegar Islami PutraAfiliasi tidak diketahui2
Nurul FibriantiAfiliasi tidak diketahui2
Niken Diah ParamitaAfiliasi tidak diketahui2
Maylia Pramono SariAfiliasi tidak diketahui2
Anisa Okta VianaAfiliasi tidak diketahui2
Casmuti CasmutiAfiliasi tidak diketahui2
Irwan BudionoAfiliasi tidak diketahui2
Donna Ayuk TriyantoAfiliasi tidak diketahui1
Arindita ReinissaAfiliasi tidak diketahui1
Anik Setyo WahyuningsihState University of Semarang1
Muhammad Satria Adi RachimAfiliasi tidak diketahui1
Asih PratiwiAfiliasi tidak diketahui1
Nurmawati NurmawatiAfiliasi tidak diketahui1
Alfina Dewi NugrahanyAfiliasi tidak diketahui1
Mursita Eka NordiantiAfiliasi tidak diketahui1
Mira Andri AstutiAfiliasi tidak diketahui1
Santika IndriyaniAfiliasi tidak diketahui1
Samhatul InayahAfiliasi tidak diketahui1
Trinanda Agustina Sapta NingrumAfiliasi tidak diketahui1
Noer Arsyita AryaniAfiliasi tidak diketahui1
Ismah Dwi CahyaniAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/journals/kemas/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
<oai_dc:dc xmlns="http://www.openarchives.org/OAI/2.0/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:oai_dc="http://www.openarchives.org/OAI/2.0/oai_dc/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/  http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
	<dc:title xml:lang="en">Service Quality Perception and Service Satisfaction of COVID-19 Vaccination in Indonesia: A Participants Vaccination Perspective</dc:title>
	<dc:creator xml:lang="en">Zainafree, Intan</dc:creator>
	<dc:creator xml:lang="en">Maharani, Chatila </dc:creator>
	<dc:creator xml:lang="en">Indrawati, Fitri </dc:creator>
	<dc:creator xml:lang="en">Wahyono, Bambang </dc:creator>
	<dc:creator xml:lang="en">Syukria, Nadia</dc:creator>
	<dc:creator xml:lang="en">Patriajat, Maria M. Rosaria </dc:creator>
	<dc:creator xml:lang="en">Hakam, Mohammad Abdul </dc:creator>
	<dc:creator xml:lang="en">Defi, Rahma</dc:creator>
	<dc:creator xml:lang="en">Suhito, Hanif Pandu </dc:creator>
	<dc:subject xml:lang="en">COVID-19</dc:subject>
	<dc:subject xml:lang="en"> Vaccination</dc:subject>
	<dc:subject xml:lang="en">Perception</dc:subject>
	<dc:description xml:lang="en">The COVID-19 vaccine is a crucial effort to break the chain of transmission of COVID-19. To achieve optimal, effective, and efficient results in community program implementation, monitoring and evaluation are essential. The purpose of this study was to evaluate the implementation of COVID-19 vaccination in Semarang. So, it was known that service quality perception, service satisfaction, and willingness to recommend vaccination to others. This study is an analytic observational study with a cross-sectional design in 2022. The total number of respondents was 512 people. Data collection was carried out directly by visiting respondents who had received COVID-19 vaccinations at public health centers and vaccination centers. The data obtained is then processed and analyzed with the final model using Binary Logistic Regression. Respondents with basic education (4.67 ± 0.449) and those using the collective registration mechanism (4.51 ± 0.495) showed a positive correlation with perceived service quality. Of the 9 procedural suitability items, 4 received higher satisfaction scores: staff asking about regular medication use (4.41 ± 0.612), confirmed COVID-19 history (4.42 ± 0.598), close contact history (4.42 ± 0.609), and post-vaccination observation for side effects (4.43 ± 0.608), all with p-value &amp;lt; 0.05. Overall, respondents were satisfied with the service quality, with 26.5% willing to recommend vaccination to others. This indicates that the COVID-19 vaccination service is running effectively and appropriately.</dc:description>
	<dc:publisher xml:lang="en">Universitas Negeri Semarang in collaboration with Ikatan Ahli Kesehatan Masyarakat Indonesia (IAKMI Tingkat Pusat) and Jejaring Nasional Pendidikan Kesehatan (JNPK)</dc:publisher>
	<dc:date>2025-04-30</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/journals/kemas/article/view/23600</dc:identifier>
	<dc:identifier>10.15294/kemas.v20i4.23600</dc:identifier>
	<dc:source xml:lang="en">Jurnal Kesehatan Masyarakat; Vol. 20 No. 4 (2025); 848-858</dc:source>
	<dc:source>2355-3596</dc:source>
	<dc:source>1858-1196</dc:source>
	<dc:source>10.15294/kemas.v20i4</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/journals/kemas/article/view/23600/5135</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2025 Jurnal Kesehatan Masyarakat</dc:rights>
</oai_dc:dc>