The purpose of this study is to investigate customer satisfaction with quality of service known as SERVQUAL improvement or service quality competitiveness in emerging markets. Using Indonesian government medical care as an example the author examines the satisfaction of patients. Information and data were collected through a survey of 399 BPJS users in Indonesia. All data were analyzed using Smart PLS. This study demonstrates that there is a negative value associated with the five-dimensional gap. As a result, the care provided to BPJS patients is below par. Specifically, the sensitivity dimension has the largest disparity at 0.15, while the physical evidence dimension has the smallest at 0.49. In order to raise the level of service provided, it may be necessary to take direct measures or examine tangible evidence. This study develops the relationship between different quality service models. There appears to be a substantial increase in the body of literature in the area of service quality, allowing for constant updates and the incorporation of the lessons learned from the experiences of the departed. These revised guidelines are intended to aid SERVQUAL study participants. The study gives practical support to academics and practitioners in directing service quality improvement through the use of data collected from large-scale surveys of patients and medical professionals as doctors in Indonesia.

This study aims to determine the level of satisfaction of business actors with halal certification services by the Halal Product Assurance Organizing Agency (BPJPH), the only Indonesian government-owned agency for halal certification. This study uses a mixed method (quantitative-qualitative), with data collected using questionnaires involving 2367 respondents. The overall quality of certification services was evaluated using key dimensions from the perspective of the Service Quality Model (SERVQUAL), such as (1) certification requirements, (2) information and procedures, (3) completion time, (4) costs/tariffs, (5) service products, (6) competencies of executors, (7) executor behavior, (8) complaint handling, and (9) suggestions and inputs. Data were analyzed using descriptive analysis and the analysis of the weighted average of each dimension of satisfaction with the quality of public services. This study revealed that the overall satisfaction level of business actors was 84.86 (0–100). Among the nine indicators measured, eight fall within the “good” category (above 80.19); one indicator, i.e., the processing time of halal certification, was rated unsatisfactory (76.45); and none was classified as “very good.” The service gap between business actors’ expectations and BPJPH’s service delivery indicates the need to improve halal certification services. These include improvement in completion time, the executive’s behavior, costs, infrastructure, and information and procedures to streamline the certification process. The application of the SERVQUAL model in assessing halal certification standards in this study highlights the specific dimensions of service quality and the performance gaps, suggesting the need for continuous improvement to meet customer expectations effectively. This study examines halal certification services from BPJPH based on inputs from a large sample of Indonesian companies.