<![CDATA[Healthcare service quality is a crucial indicator of hospital performance, particularly in Class III inpatient services that predominantly serve low-income communities. This study aims to analyze the quality of Class III adult inpatient services at RSUD Prof. Dr. W. Z. Johannes Kupang using the SERVQUAL framework, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A descriptive qualitative approach was employed. Data were collected through in-depth interviews, structured observations, and document analysis involving 30 informants consisting of patients, patients’ families, and healthcare workers, selected through purposive sampling. Data analysis followed the interactive model of Miles and Huberman, while data validity was ensured through source and method triangulation. The findings indicate that the overall quality of Class III adult inpatient services is categorized as fairly good. The dimensions of empathy, responsiveness, and assurance emerge as the main strengths, reflected in healthcare workers’ personal attention, prompt responses to patient needs, and adequate competence with high compliance to standard operating procedures. However, improvements are still required in the tangibles and reliability dimensions, particularly concerning inadequate physical facilities, limited patient privacy, suboptimal lighting and ventilation, unclear doctor visitation schedules, and inefficient manual administrative systems.]]>
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