Associated factors of satisfaction among service recipients of Aran & Bidgol Comprehensive Health Centres

Satisfaction represents the extent to which people's expectations are fulfilled and is a psychological, multifaceted concept influenced by various factors, including individual, psychological, cultural, and socio-economic factors. Assessing the satisfaction of individuals utilizing the services of Comprehensive Health Centers (CHC) can be a crucial indicator for evaluating the quality of services rendered. Therefore, the primary objective of this study is to determine the relationship among service recipients' satisfaction at the CHC of Aran and Bidgol and its associated factors in 2022.

In this descriptive and analytical study, we used a stratified random sampling method to select 328 service recipients from CHC and their branches. The research tool was a questionnaire including demographic information, a standardized questionnaire of general satisfaction with services (CSQ-8 customer satisfaction questionnaire) and a questionnaire of factors related to satisfaction. Data analysis was conducted using SPSS-22 software, with descriptive and inferential statistics.

Among the 382 randomly selected service recipients, 109 (28.3%) were male, and 273 (71.5%) were female. The study revealed an overall satisfaction rate of 82.9%. The highest dimension of satisfaction was related to overall satisfaction with services, technical and communication skills of employees, accessibility and facilities of the centers. The lowest dimension of satisfaction was related to the dimension of time spent by personnel to provide services and service cost. Technical and communication satisfaction, gender, marital status and job had a significant relationship with the overall satisfaction score.

Based on the study's findings, we recommend maintaining and enhancing service recipients' satisfaction at comprehensive health service centers through the implementation of appropriate strategies and planning. Fundamental measures should be taken to improve satisfaction in all dimensions. Furthermore, adopting innovative approaches to enhance the technical and communication skills of employees is imperative for increasing service recipients' satisfaction.