The Effect of Pharmacy Service Quality on Outpatient Satisfaction at Tora Belo Regional General Hospital

Healthcare service quality reflects the gap between patient expectations and perceptions. This study examined the influence of SERVQUAL dimensions on patient satisfaction at the Outpatient Pharmacy Installation of Tora Belo General Hospital, Sigi Regency. A cross-sectional survey of 380 outpatients was conducted using a modified SERVQUAL questionnaire and analyzed with logistic regression. Tangibles, responsiveness, reliability, and empathy significantly affected patient satisfaction, while assurance did not. Improving physical facilities, service promptness, reliability, and empathetic communication is crucial to enhance patient satisfaction.