<![CDATA[Healthcare service quality is a strategic determinant of patient satisfaction, trust, and continuity of care. This article reviews recent evidence on hospital service quality using the SERVQUAL framework and a broader patient-centred quality perspective. A structured literature review was conducted by identifying relevant peer-reviewed studies and authoritative quality frameworks published mainly during 2016–2026, with seminal SERVQUAL and quality-assessment references retained as theoretical foundations. The synthesis shows that reliability, responsiveness, assurance, empathy, and tangibles remain useful dimensions for evaluating patients’ perceptions of service quality; however, the literature indicates that patient experience is also shaped by communication, waiting time, staffing, organisational factors, care coordination, and the broader service environment. Indonesian studies generally report a positive association between better service quality and patient satisfaction, while international systematic reviews demonstrate persistent gaps between patient expectations and perceived performance in several settings. The findings imply that hospitals should combine periodic SERVQUAL-based measurement with patient-experience indicators, process data, and continuous quality-improvement actions. Service quality management should therefore be integrated into clinical, operational, and organisational decision-making rather than treated as a one-time satisfaction survey. Keywords: hospital service quality; patient satisfaction; SERVQUAL; patient experience; healthcare quality]]>
