The Relationship Between Service Excellence And The Level Of Satisfaction Among Maternity Patients At Bunda Fatimah Marelan Primary Clinic

Abstract

According to the World Health Organization (WHO) in 2025, Indonesia's maternal mortality ratio was approximately 189 deaths per 100,000 live births. The leading cause of maternal mortality was hemorrhage, accounting for more than one-quarter (27%) of maternal deaths. Hypertensive disorders of pregnancy, particularly eclampsia, as well as sepsis, embolism, and complications of unsafe abortion, also contributed substantially to maternal deaths. This study aimed to determine the relationship between service excellence and the level of satisfaction among maternity patients at Bunda Fatimah Marelan Primary Clinic in 2026. This study employed an analytical survey design with a cross-sectional approach and was conducted from February to July 2026 at Bunda Fatimah Marelan Primary Clinic. The study population consisted of all 35 women who gave birth at the clinic. A total sampling technique was used, resulting in a sample of 35 respondents. Primary data were collected and analyzed using univariate and bivariate analyses, with the chi-square test used to examine the relationship between variables. The results showed a significant relationship between service excellence and the level of satisfaction among maternity patients at Bunda Fatimah Marelan Primary Clinic, with a p-value of 0.000 (p < 0.05). In conclusion, there was a significant relationship between service excellence and the level of satisfaction among maternity patients at Bunda Fatimah Marelan Primary Clinic. Midwives are encouraged to use these findings as a basis for evaluating and improving the quality of maternity care by consistently implementing the principles of service excellence.