Service Quality and Antenatal Care Visit Frequency at Klinik Utama Kehamilan Sehat in Bandung and Jakarta: A Comparative Cross-Sectional Study

Abstract : Perceived service quality may influence the use of antenatal care services. This comparative cross-sectional study compared perceived service quality and antenatal care visit frequency at Klinik Utama Kehamilan Sehat (KUKS) Jalan Peta, Bandung, and KUKS Duren Sawit, Jakarta. A total of 400 pregnant women were recruited, comprising 200 participants from each clinic. Perceived service quality was measured using a 26-item SERVQUAL-based questionnaire. Service-quality scores were compared using the Mann–Whitney U test, visit-frequency categories using the chi-square test, and dimension-specific associations using multiple linear regression. Overall service-quality scores were higher in Bandung than in Jakarta (97.92% vs. 90.42%; all SERVQUAL dimensions, p < 0.001). The proportion of participants reporting three or more antenatal care visits did not differ between Bandung and Jakarta (68.0% vs. 67.5%; p = 0.915). In Bandung, tangibles were negatively associated with visit frequency (B = −0.303; p = 0.018), whereas assurance was positively associated (B = 0.562; p = 0.023). In Jakarta, the overall regression model was not significant (p = 0.118). Perceived service quality was high at both clinics but higher in Bandung. Antenatal care visit frequency may be influenced by factors beyond perceived service quality, supporting branch-specific quality-improvement strategies.