The hospital is one of the health facilities where
conduct health efforts. Hospital in Indonesia two kinds of
hospitals, that is public hospital and private hospital. Every
public and private hospitals are obliged to provide good
services for each patient, including the patient BPJS. The
purpose of this study to determine differences service quality
public hospitals with private hospitals on outpatients BPJS card
users.
This research included in the quantitative research.
Measuring instruments used in this study is the scale
modification using the service quality theory Parasuraman,
Zeithaml, and Berry (1988) which consists of five aspects:
tangibles, reliability, responsiveness, assurance and empathy
totaling 50 aitem. Population in this study is outpatients BPJS
card users in the installation of outpatient surgery public
hospitals X and private hospitals Y. Total of samples used in
this study were 150 patients. Consist of 75 public hospital X
outpatients and 75 private hospital Y outpatients. Sampling
technique used is non probability sampling with accidental
sampling. Data analysis technique used is t-test (independent
sample t test).
The result of this study indicate that there is no
difference in the quality of service of public hospital X and
private hospital Y on outpatients BPJS card users. This is
evidenced by the result of the t test arithmetic is 0,759 with
significant value is 0,449. This suggests that public hospital X
and private hospital Y provide equal services to outpatients
BPJS card users. This study also shows that the quality of
services public hospital X and private hospital Y that are in
either category.
Key words: Service Quality, Public Hospitals, Private Hospitals.