Quality of Hospital Services and Satisfaction of Patients with HIV/AIDS Infection: A Cross-Sectional Study

As the number of HIV/AIDS cases continues to rise globally, the demand for healthcare services is also increasing. The government continues to address HIV/AIDS through both prevention and treatment programs. Government policies have also contributed to improving the quality of services for people living with HIV/AIDS (PLWHA). However, the lack of facilities and healthcare services has emerged alongside the growing number of new cases. On the other hand, healthcare providers feel that they have already delivered quality services. Objective — to determine the relationship between the quality of hospital services and satisfaction of patients with HIV/AIDS. Materials and methods. This observational research used a cross-sectional approach involving a sample of 682 respondents selected using purposive sampling. The study was conducted from February to December 2024. Primary data were obtained by conducting direct interviews with respondents using a questionnaire. The assessment was based on the five dimensions of the SERVQUAL model with a Cronbach’s alpha value of 0.889. Data were analysed using the chi-square test with a = 0.05 and the phi coefficient test to see the strength of the relationship. Results and discussion. The results of the statistical test obtained a p-value of 0.001 (p < 0.05) on the dimension of service reliability and a p-value of 0.000 (p < 0.05) on the dimension of responsiveness. The results of the statistical test obtained a p-value of 0.001 (p < 0.05) on the dimension of service assurance certainty, 0.000 (p < 0.05) on the dimension of empathy, and 0.000 (p < 0.05) on the dimension of physical appearance Conclusions. Based on the results of the analysis, there is a significant relationship between reliability, responsiveness, assurance, empathy, physical appearance (tangible), and satisfaction of HIV/AIDS patients. Patients who feel they are served promptly, treated with dignity, provided with clear information, and given adequate facilities tend to report higher levels of satisfaction. Therefore, improving the quality of healthcare services both in terms of technical aspects and humanistic approaches is key to enhancing the satisfaction of HIV/AIDS patients and strengthening the continuity of treatment and their engagement with healthcare services