Patient Satisfaction in Outpatient Services: A Qualitative Case Study at Sari Asih Sangiang Hospital, Indonesia

Background: Patient satisfaction is a key indicator of healthcare quality, particularly in outpatient services where administrative processes, waiting conditions, physical environments, and interpersonal interactions collectively shape patients’ experiences. However, qualitative evidence explaining how these dimensions interact within Indonesian private hospitals remains limited. Objective: This study explored how outpatient patients construct satisfaction through their service experiences and developed a context-specific conceptual model. Methods: An interpretivist qualitative single-case study was conducted at Sari Asih Sangiang Hospital, Tangerang, Indonesia. Semi-structured interviews were conducted with nine purposively selected outpatient informants. Data were analyzed thematically using first-cycle and pattern coding, supported by triangulation, thick description, an audit trail, participant quotations, and reflexive field notes. Results: Six dimensions of patient satisfaction emerged: uncomplicated administrative services, comfortable waiting areas, short waiting times, effective communication, hospital cleanliness, and strong patient–doctor relationships. These dimensions were integrated into three higher-order domains: operational efficiency, physical environment, and relational care. The findings indicate that satisfaction develops cumulatively through interconnected experiences across the outpatient service journey. Conclusion: Outpatient satisfaction is a multidimensional experience shaped by the interaction of operational, environmental, and relational factors. The proposed context-specific model extends conventional service-quality perspectives and supports integrated improvements in digital registration, queue management, waiting environments, cleanliness, and healthcare communication.