This study aims to analyze the comparison of
service quality and customer satisfaction of
hospitalization before and during the Covid-19 pandemic
at private hospitals in Gorontalo City. The methods used
in this study are comparative methods and techniques
with survey approaches, which will explain the
circumstances and compare between the time before and
during the covid-19 pandemic in Gorontalo City. the
number of axial samples of 100 patients / families of
patients from a population of 500 people. The results of
the study showed that for indicators of physical
appearance and hospital admission services (TF-PMRS),
Reliability and Physician Services (Kh-Pl. D),
Responsiveness and Care Services (DT-Pl. Pw) has a
significant level of difference before and during the covid
pandemic. While on the Empathy and Patient Eating
Service (Em-PMP) indicator, as well as the Indicator of
Guarantee and Financial Administration Services (JamPAK) have no difference before and during the covid-19
pandemic.
Keywords : Comparison, Quality, Service, Satisfaction