<![CDATA[This study examined health service quality at Telaga Community Health Center, Telaga Subdistrict, Gorontalo Regency, using five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A descriptive qualitative approach was employed, with data collected through interviews, observation, and documentation. The findings indicated that service quality was generally fairly good but remained incompletely optimized across all dimensions. Regarding tangibles, basic facilities and medical equipment were available, and the environment was relatively clean. However, seating capacity, vehicle arrangements near the entrance, facility functionality, and availability of certain medical equipment remained limited. Regarding reliability, personnel followed Standard Operating Procedures, fulfilled their responsibilities, and provided accurate, careful services, although increased patient volume prolonged waiting times. Regarding responsiveness, personnel assisted patients, addressed questions and complaints, provided information, and offered appropriate solutions or referrals according to patients’ needs. Nevertheless, service delivery was sometimes insufficiently prompt during increased patient volume. Regarding assurance, personnel communicated clearly and demonstrated friendly, courteous, and professional attitudes, fostering patients’ security and trust. Regarding empathy, personnel showed attention, concern, and friendliness while providing equitable services without discrimination based on social status, age, gender, or background.]]>
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