The Influence of Pregnant Women’s Perceptions of Midwifery Service Quality on Their Intention to Revisit During the COVID-19 Pandemic at Public Health Center

Abstract

Background: Public perception of health center services has long been influenced by concerns regarding service quality. This negative perception was further exacerbated by the COVID-19 pandemic, which led to widespread restrictions that disrupted routine health services, including maternal and neonatal care at public health facilities such as community health centers. This study aimed to assess the effectiveness of green color breathing therapy and lemongrass aromatherapy in reducing stress levels among pregnant women, and to explore the relationship between service quality perceptions and interest in revisiting public health center.

Methods: This research employed a quantitative analytical approach using an explanatory survey method. A total of 55 respondents participated in the study. Data were collected using the DASS-42 instrument to measure stress levels before and after the intervention. Participants were given green color breathing therapy and lemongrass aromatherapy, followed by a post-intervention stress assessment. A paired samples t-test was used to analyze the effectiveness of the intervention.

Results: Of the 55 respondents, 47 (85.5%) expressed interest in returning to the health center, while 8 (14.5%) did not. Perceptions of service quality were generally high across all dimensions: tangibles (94.5% good), reliability (96.4% good), responsiveness (85.5% good), assurance (85.5% good), and empathy (80.0% good). The paired samples t-test indicated a significant reduction in stress levels after the intervention.

Conclusions: public health center is encouraged to maintain and further enhance the quality of its services, particularly in tangibles, reliability, responsiveness, assurance, and empathy to improve client satisfaction and increase the likelihood of repeat visits among pregnant women.