Exploring Patient Heterogeneity in Service Quality Gaps and Satisfaction: Insights from Outpatient Care

Patient heterogeneity shapes outpatient perceptions of healthcare service quality, yet this diversity is often underexamined. This research brief applies the SERVQUAL framework to assess expectation-perception gaps and patient satisfaction among 94 outpatients at a tertiary teaching hospital. Descriptive analysis showed tangibility as a relative strength, while reliability and empathy exhibited the largest observed gaps, indicating unmet expectations for dependable and compassionate care. Dichotomized satisfaction scores revealed highest satisfaction for tangibility (86%) and assurance (82%), with comparatively lower satisfaction for reliability and empathy (75%), aligning with observed service gaps. Variation in internal consistency across SERVQUAL dimensions further reflects variability in patient experiences rather than uniform service evaluation. Findings suggest that standardized service delivery alone may not ensure equitable satisfaction in high-volume outpatient settings. Targeted interventions, such as scheduling improvements, communication training, and patient-support roles, may enhance trust and perceived quality. Embedding patient experience metrics within quality dashboards is recommended to advance equitable outpatient care. Limitations include a modest sample size and descriptive design. Nonetheless, the study provides early, context-sensitive insights to inform patient-centered quality improvement in resource-constrained outpatient care.