Clients’ perceived service quality and satisfaction of HIV counseling and testing among Rural Health Units in the First District of Capiz

This study aimed to assess perceived service quality and client satisfaction among Rural Health Units in the First District of Capiz that offer HCT (HIV Counseling and Testing) services. A convenience sample of 109 clients who availed themselves of HCT services from the six RHUs was used for the study. The study was conducted in the First District of Capiz from October to December 2024. Descriptive-correlational design and causal-comparative design of research were used in the study. Data were gathered using an adopted questionnaire validated by a panel of experts, including the advisory committee. Clients from the six RHUs of the First District in the Province of Capiz were mostly females, in their midlife, married, unemployed, and with comorbidities like tuberculosis. Based on the five dimensions of service quality, such as tangibility, reliability, responsiveness, assurance, and empathy, clients expressed that the facility was performing well in delivering reliable, prompt, and client-centered services while ensuring a supportive and empathetic approach in HIV counseling and testing. As for the level of satisfaction, the clients were very satisfied with the quality of the services provided. When grouped according to their profile variables like age, sex, employment, marital status, and population group, results show no significant difference in service quality as well as client satisfaction, indicating that personal characteristics do not significantly influence the perceived quality and client satisfaction of the HIV counseling and testing services offered by the six RHUs. In terms of geographical location, RHUs farther from the city provide higher perceived service quality and client satisfaction, which indicates that they provide a profound initiative in delivering localized healthcare services such as HCT. Overall, service quality is significantly correlated with client satisfaction levels. Excellent quality service not only enhances client satisfaction with the HCT services offered but also promotes trust, adherence to follow-up care, and wider acceptance of HIV testing. Thus, maintaining a high standard in delivering HCT services among RHUs will improve health outcomes and client engagement.