Community-based COVID-19 vaccination services improve user satisfaction: findings from a large household survey in Bali Province, Indonesia

I Made Dwi Ariawan; Anak Agung Sagung Sawitri; Putu Cintya Denny Yuliyatni; Desak Nyoman Widyanthini; I Nyoman Sutarsa

Just Accepted

This article has been peer reviewed and accepted for publication. It is in production and has not been edited, so may differ from the final published form.

Community-based COVID-19 vaccination services improve user satisfaction: findings from a large household survey in Bali Province, Indonesia

I Made Dwi Ariawan, Anak Agung Sagung Sawitri, Putu Cintya Denny Yuliyatni, Desak Nyoman Widyanthini, I Nyoman Sutarsa

Abstract

Background: Understanding community preferences for vaccination services is crucial for improving coverage and satisfaction. There are three main approaches for COVID-19 vaccination in Indonesia: health facility-based, community-based, and outreach approaches. This study aims to assess how the vaccination approaches impact user satisfaction levels. Methods: This study was part of a large household survey involving 12,120 respondents across 9 districts in Bali Province. The study population comprised all residents aged ≥12 years who have received at least one dose of COVID-19 vaccination. Samples were selected through three stages of systematic random sampling. Data were collected through interviews using structured questionnaires, which included socio-demographic characteristics, vaccination services, and satisfaction levels. Analysis was performed using Chi Square test and logistic regression, with the entire process incorporating weighting factors. Results: 12,120 respondents reported receiving their first dose of COVID-19 vaccination. The satisfaction level among vaccine recipients (partial, complete, and booster doses) was high (84.31%). Satisfaction within each SERVQUAL dimension was highest in tangibles (96.10%), followed by responsiveness (93.25%), empathy (92.48%), assurance (92.35%), and reliability (92.32%). There was no significant difference of the overall SERQUAL score between the health facility and community-based approaches. However, the latter slightly improved user satisfaction across three dimensions: tangibles (AOR=1.52, 95%CI= 1.21-1.90), reliability (AOR=1.67, 95%CI=1.42-1.96), and assurance (AOR=1.26, 95%CI=1.07-1.48). Conclusion: During the pandemic, both health facility and community-based approaches resulted in high satisfaction level. It is recommended that the government prioritise and optimise community-based programs and health facility-based delivery in the future vaccination initiatives, especially during public health emergencies.

PY24014 Accepted 12 August 2024