<![CDATA[General Background Outpatient service quality depends on the alignment between patient expectations and actual service performance. Specific Background At BCD Hospital in Surabaya, service complaints concern parking, doctor availability and punctuality, queue administration, communication responsiveness, and staff interactions. Knowledge Gap The study addresses the need to determine not only the magnitude of perception-expectation discrepancies but also which outpatient service attributes should receive priority attention. Aims This study evaluates outpatient service quality using Servqual to measure perception-expectation gaps across 12 attributes and Importance Performance Analysis to identify improvement priorities. An online questionnaire was completed by 120 patients who had used outpatient services at least once. Results Eight of 12 attributes had negative gaps. Doctor punctuality recorded the largest negative attribute gap at -1.67, while Reliability had the largest dimensional gap at -1.47. Five attributes entered Quadrant I: parking availability, service punctuality, doctor availability according to schedule, information response speed, and staff courtesy. Average service conformity was 85%, leaving a 15% gap between performance and expectations. Novelty The study operationally combines Servqual gap analysis with IPA priority mapping in the specific context of BCD Hospital outpatient services. Implications Recommended actions include occupancy-based parking management, systematic delay evaluation, doctor schedule-change notifications, communication workload management, and standardized staff communication. Highlights: Eight of 12 attributes recorded negative perception-expectation scores; doctor punctuality was lowest at -1.67. Five Quadrant I priorities involved parking, schedule adherence, doctor availability, response speed, plus staff courtesy. Average conformity reached 85%, leaving a 15% shortfall against patient expectations. Keywords: Healthcare Service Quality, Importance Performance Analysis, Outpatient Services, Servqual]]>
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