ArticleBMC health services research2025
Satisfaction with healthcare services and related factors among Indonesian migrant workers in Taiwan: a cross-sectional survey study.
Article in BMC health services research, 2025. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 1 paper.
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6 authors.
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Abstract
purposeThe purpose of this study was to identify factors associated with Indonesian migrant workers' satisfaction with healthcare services in Taiwan, and to compare their satisfaction of healthcare between Taiwan and Indonesia.
methodsThis cross-sectional study collected data through self-reported questionnaires from 352 participants. Inclusion criteria of participants were legal Indonesian migrant workers aged 18-55 years who were willing to participate, and only those who had used healthcare services for inpatient, outpatient, or emergency care were included in the analysis (n = 241). We used the SERVQUAL model, based on the gap theory of service quality, to assess service quality applied to health care. Analytical methods included descriptive analyses, linear regression, and multinomial logistic regression.
resultsSatisfaction with Taiwan's health care was high (mean = 4.23 of 5), and almost 70% reported that different dimensions of Taiwan's health care were better than those of Indonesia. Among the healthcare system factors, longer waiting time was related to lower empathic satisfaction (B=- 0.272), while getting more assistance from volunteers (B = 0.067) and friendliness of staff (B = 0.112) were related to higher tangible satisfaction. When comparing health care in Taiwan to that in Indonesia, longer waiting time was related to higher satisfaction with Indonesia's healthcare (in tangibility and in responsiveness); expensive health service payment was related to lower satisfaction in Taiwan' healthcare (OR = 0.432 in tangibility) or higher satisfaction of Indonesia' healthcare (OR = 5.079 in reliability); and language was related to better satisfaction of Indonesia's healthcare (OR = 5.277 in tangibility and OR = 10.443 in reliability). Meanwhile, easy explanation was related to lower satisfaction with Indonesia's healthcare (OR = 0.445 in assurance), and getting volunteer assistance (OR = 0.326 in the tangibility and OR = 0.272 in reliability), and staff friendliness (OR = 0.085 in reliability and OR = 0.216 in empathy) were related to lower satisfaction of Indonesia's health care. Education and other demographics also related to the comparison of satisfaction. Odds ratios with wide confidence intervals should be explained conservatively.
conclusionsIndividual and healthcare system factors of Indonesian migrant workers influenced the level of their satisfaction with healthcare services in Taiwan in the tangibility and the empathy dimensions. Healthcare providers should consider these factors to improve service quality and migrant worker satisfaction.
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