Quality of Outpatient Services at Madani Regional General Hospital, Palu City

Abstract

This research aims to evaluate whether the service quality at Rumah Sakit Umum Daerah Madani in Palu City has reached its maximum level, employing the service quality theory by Zeithaml and Parasuraman (1990) and Berry (in Hardiansyah, 2018:63), which consists of five indicators: Tangibles (physical evidence), Reliability, Responsiveness, Assurance, and Empathy. The study adopts a descriptive approach with a qualitative method, utilizing data collection techniques of observation, interviews, and documentation from 7 informants (3 hospital staff and 4 community members), with data analysis following Miles and Huberman (1984) at the research site of Rumah Sakit Umum Daerah Madani, Palu City. The findings indicate that overall service quality is good, with Empathy and Assurance meeting standards, while Tangibles, Responsiveness, and Reliability fall short of patient expectations; thus, it is concluded that improvements are needed in these areas to enhance patient satisfaction, serving as evaluation material for hospital management to refine services for the community.