en ● Service Quality مقاله اصيل پژوهشي Orginal Article <div style="text-align: justify;"><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Calibri,sans-serif"><b><span style="font-family:&quot;Times New Roman&quot;,serif">Background: </span></b><span style="font-family:&quot;Times New Roman&quot;,serif">Improving the quality of health services remains a critical challenge in low- and middle-income countries, including Indonesia. Despite ongoing health system reforms, disparities in service quality persist due to limitations in workforce capacity, uneven digital health adoption, policy implementation gaps, and insufficient stakeholder engagement. Understanding these issues from frontline and community perspectives is essential to inform context-sensitive quality improvement strategies. This study aimed to explore strategies for improving the quality of health services in Indonesia by examining stakeholders&rsquo; experiences, challenges, and expectations within diverse healthcare settings.</span></span></span></span><br> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Calibri,sans-serif"><b><span style="font-family:&quot;Times New Roman&quot;,serif">Methods: </span></b><span style="font-family:&quot;Times New Roman&quot;,serif">A qualitative descriptive design was employed using a thematic analysis approach. Data were collected through semi-structured, in-depth interviews with 23 participants, including healthcare providers, facility managers, policymakers, and community representatives from primary and secondary healthcare facilities. An inductive coding process was conducted, followed by categorization and theme development until data saturation was achieved. Credibility was strengthened through member checking and peer debriefing. An interview guide was developed based on existing literature and expert consultations, covering themes such as perceived quality challenges, existing improvement strategies, digital health adoption, workforce capacity building, and stakeholder engagement. Each interview lasted 45&ndash;60 minutes and was conducted in Bahasa Indonesia, with audio recordings made upon participants&rsquo; consent.</span></span></span></span><br> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Calibri,sans-serif"><b><span style="font-family:&quot;Times New Roman&quot;,serif">Results: </span></b><span style="font-family:&quot;Times New Roman&quot;,serif">Five major themes emerged: workforce capacity and competency, digital health readiness, policy implementation and organizational support, community engagement and patient experience, and integrated strategies for quality improvement. Participants highlighted persistent gaps in continuous training, high workloads, limited digital literacy, fragmented health information systems, and challenges in translating national policies into local practice. Strengthening human resources, improving digital system interoperability, enhancing leadership support, and establishing structured community feedback mechanisms were identified as priority strategies.</span></span></span></span><br> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Calibri,sans-serif"><b><span style="font-family:&quot;Times New Roman&quot;,serif">Conclusion: </span></b><span style="font-family:&quot;Times New Roman&quot;,serif">Improving health service quality in Indonesia requires holistic and collaborative approaches that integrate workforce development, digital health strengthening, adaptive policy implementation, and meaningful community engagement. These findings provide practical insights for policymakers and healthcare leaders to design sustainable, context-driven quality improvement initiatives in resource-constrained settings.</span></span></span></span></div> Community Engagement, Digital Health Implementation, Health Service Quality 9 9 http://jrh.gmu.ac.ir/browse.php?a_code=A-10-2929-1&slc_lang=en&sid=1 Suprapto Suprapto atoenurse@gmail.com 100319475328460048424 100319475328460048424 Yes Department of Health Policy, School of Nursing, University of Politeknik Sandi Karsa, Makassar, South Sulawesi, Indonesia Basri Rakhman basrirakhman44@gmail.com 100319475328460048425 100319475328460048425 No Department of Public Administration, School of Postgraduate Program, University of Nobel Indonesia Institute, Makassar, South Sulawesi, Indonesia Dedy Herianto dedyherianto588@gmail.com 100319475328460048426 100319475328460048426 No Department of Public Administration, School of Public Administration, University of Pancasakti University, Makassar, South Sulawesi Indonesia Indra Wijaya wijaya.indra0293@gmail.com 100319475328460048427 100319475328460048427 No Makassar City Research and Innovation Agency, Makassar, South Sulawesi, Indonesia Sintia Yulianti sintiauly62@gmail.com 100319475328460048428 100319475328460048428 No Makassar City Research and Innovation Agency, Makassar, South Sulawesi, Indonesia