Abstract

Improving healthcare quality is essential due to the growing demand for exceptional services. However, the COVID-19 pandemic has significantly transformed public service bureaucracy, particularly healthcare centers, through service engineering. This has introduced new health protocols, regulations, and the "new normal" of social and physical distancing. Community health centers strive to maintain service quality and meet community expectations by applying diverse regulatory instruments. The objective of this study is to determine the quality of health services and patient satisfaction during the transition to the new normal era at the Madising Na Mario Health Center in Parepare City. This study utilized a descriptive analytic research design with a cross-sectional approach, employing "accidental sampling" with a sample size of 51 respondents.The results indicated that Certain service quality dimensions, such as reliability, assurance, and responsiveness, were significantly associated with the new normal era. At Madising Na Mario Health Center, staff reliability, service guarantees, and staff responses were good for visitors seeking treatment. However, Tangible and Empathy did not significantly contribute to quality as appearance and infrastructure were already established during the pandemic. Communication and attention are now standard social behaviors in every service provided.

Keywords

• Service quality,
• New normal era,
• Community health center,
• COVID-19 Pandemic

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