SATISFACTION ON BLOOD BANK SERVICES OF QUIRINO PROVINCE MEDICAL CENTER AMONG THE RECIPIENTS: A BASIS FOR BENCHMARKING FOR SERVICE DELIVERY

Patient satisfaction is a key indicator of healthcare quality and is linked to better health outcomes, adherence to treatment, and trust in providers. This study assessed the satisfaction of blood bank service recipients at Quirino Province Medical Center using the SERVQUAL model, which evaluated the gap between patient expectations and perceptions across five service quality dimensions through survey data collected from patients in various hospital wards. The analysis showed a consistently positive level of satisfaction. The overall mean confirms that the respondents were “very satisfied” with the blood bank services. The findings revealed a consistently high level of satisfaction, with respondents rating the blood bank services as “very satisfied” overall. Responsiveness and assurance were the highest-rated dimensions, reflecting patients’ strong appreciation of staff competence, courtesy, confidence, and prompt service, followed by empathy, reliability, and tangibility, which also received favorable evaluations. Using Spearman’s rank correlation, educational attainment showed a statistically significant negative correlation with several SERVQUAL dimensions, particularly assurance, tangibility, empathy, and reliability. In contrast, civil status demonstrated a significant positive correlation with assurance, empathy, and responsiveness, while occupation was positively correlated with tangibility, empathy, and responsiveness. The study concluded that the blood bank section of Quirino Province Medical Center is performing at an exemplary level in most service areas, however, targeted improvements in logistical efficiency and infrastructure can help sustain high satisfaction and address evolving client expectations.