<![CDATA[General Background The Agricultural Service Veterinary Center functions as a public service unit providing animal healthcare for livestock and companion animals. Specific Background Delivering optimal service quality is essential to improving customer satisfaction and strengthening public trust in government institutions. Knowledge Gap Existing service evaluations reveal negative gap scores across several performance indicators, indicating that current offerings have not fully met customer expectations. Aims This study evaluates service quality based on the five dimensions of the SERVQUAL model—tangibles, reliability, responsiveness, assurance, and empathy. Results The analysis yields an average gap score of -0.229, with responsiveness regarding rapid animal handling exhibiting the most negative gap at -0.5000. Novelty This work implements a structured SERVQUAL perception-expectation gap framework tailored specifically for municipal veterinary public service centers. Implications Continuous service quality improvements targeting major gaps, facility comfort, and personnel responsiveness are required to achieve optimal customer satisfaction. DOCX+ 4 KEY FINDINGS HIGHLIGHTS The overall SERVQUAL evaluation records a negative average gap score of -0.229, demonstrating that services have not completely met expectations. DOCX The indicator for personnel responsiveness during animal handling exhibits the largest negative gap score at -0.5000. DOCX The scheduling compliance indicator achieves a positive gap score of 0.0333, indicating that punctuality successfully meets or slightly exceeds customer expectations. Keywords Servqual, Service Quality, Puskeswan, Service Evaluation]]>
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