<![CDATA[The implementation of an electronic-based public service for online registration at the Mataram City Regional General Hospital (RSUD) represents a strategic move toward realizing healthcare services that are fast, accessible, and transparent, in accordance with statutory mandates. This study aims to analyze service quality and identify factors influencing its implementation, employing a qualitative descriptive approach with data collected through observation, interviews, and document analysis, subsequently evaluated against the five SERVQUAL service quality dimensions. The findings indicate that, in substance, service quality has not yet fully met patient expectations, particularly regarding system performance. A gap exists between user expectations and actual experiences, driven by key obstacles such as limited network infrastructure, low digital literacy among the public, and inadequate outreach and data security assurances. Consequently, recommendations include enhancing system stability, simplifying the user interface, and expanding public outreach and support to ensure the service operates optimally and delivers equitable benefits.]]>
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