<![CDATA[Quality Health Service is an important factor in determining patients’ satisfaction and trust in health service industry. In the context of outpatient services, every patient has the same rights to obtain services in hospitals and is treated equally, with no gap between patients with national health insurance (Badan Penyelenggara Jaminan Sosial/BPJS) and private patients. The purpose of this study is to determine whether there is a difference in service quality between the two groups, across five dimensions of SERVQUAL, namely the responsible (physical evidence), reliability, responsiveness, assurance, and empathy domains. This study used a quantitative approach with a cross-sectional design and was conducted in outpatient clinic at Harapan Hospital in Magelang. Based on the data analysis, the level of satisfaction for BPJS users was mostly in the category of satisfied (74%), while for private payment patients were mostly in very satisfied (91%) category. The result of different tests using Mann-Whitney showed the p-value of <0.001 (<0.005). The conclusion of the 134 respondents was that the level of BPJS Patients’ satisfaction is mostly in the satisfied category, while for private patients, it is mostly in the very satisfied category. A significant difference is evident in satisfaction levels of those cared for by BPJS and general users with the quality of health services in Magelang Hospital (p-value<0.05). The quality of health services needs to be improved to increase patient satisfaction.]]>
