PUBLIC SATISFACTION WITH THE QUALITY OF VACCINATION SERVICES AT THE NATIONAL INSTITUTE FOR CONTROL OF VACCINE AND BIOLOGICALS IN 2025

Abstract

Objective: To assess public satisfaction with the quality of vaccination services at the National Institute for Control of Vaccine and Biologicals in 2025. Method: A cross-sectional study included 425 participants, comprising parents of minors and adults (aged 18 and over) who visited the National Institute for Control of Vaccine and Biologicals for vaccination services from June to July 2025. Data collection was carried out using a pre-designed questionnaire to gather information from the study subjects. Results: The overall satisfaction rate stood at 92.70%; 89.04% of clients reporting that the service met their pre-consumption expectations; 93.88% of respondents expressed their intent to return or recommend the service to others. Professional qualification and behavioral attitudes of healthcare workers received the highest evaluation (4.48 ± 0.50 points, ranging from 3 to 5); followed by transparency of information and administrative procedures (4.33 ± 0.58, ranging from 2 to 5); service results and facilities were rated at 4.28 ± 0.54 and 4.17 ±  0.60 respectively (both ranging from 1 to 5). Accessibility recorded the lowest score at 4.09 ± 0.65 (ranging from 1 to 5). Conclusion: Overall, there was a high level of client satisfaction. Regarding individual factors, healthcare personnel and administrative transparency received the highest ratings, whereas facilities and accessibility were perceived as somewhat limited. Moving forward, priority should be given to addressing these limitations while continuing to leverage existing strengths.