摘要：AbstractQuality improvement in public service has become a major concern in government institutions as an effort to provide the optimum public service, include for government hospitals in Bengkulu Province. The objective of this study is analyzing the quality level of the service provided by three government hospitals namely RSUD M Yunus, RS Jitra, and RS. DKT (Dinas Kesehatan Tentara). The study uses quantitative-positivistic approach with sampling techniques performed by non probability sample through accidental sampling. This study uses analysis of the Service Quality (SerQual) and the Importance-Performance Analysis (IPA). Results showed the dimension of the highest service priority level based on the ratings given by respondents is the assurance. While at the lowest priority of service quality is different, there are differences in all three hospitals. The result shows that health service delivery in Bengkulu involves three stakeholders, which is manifest from triple helix collaboration in providing health service delivery. The stakeholders are academician from Universitas Indonesia who conducts the research; PT Askes (Persero) as Public enterprise who deliver profit oriented body by delivering health insurance, and government by government hospital (RSUD M Yunus, RS Jitra, and RS DKT). Continued research in this area is needed to determine the readiness of Indonesia in implementing the national social security system in health to be held in January 2014.
