Lawang Medika Hospital is one of the private hospitals in Lawang, Malang city, is an accredited hospital, serving all levels of society who need hospital services. Meanwhile, Brawijaya Lawang Hospital is a hospital that is covered by Kesdam V / Brawijaya namely the Military is the only accredited military hospital in Lawang, besides serving the Military it also serves the general public.

There are many similarities in the characteristics and performance of the two hospitals above, so we want to know whether there is a difference in customer satisfaction between the two hospitals with the benchmarks of the quality of the health service facilities provided.

The purpose of this study was to determine the effect of health service quality factors (dimensions of reliability, comprehension, assurance, empathy, physical evidence / files) on the satisfaction of inpatients at Lawang Medika Hospital and Brawijaya Kesdam V / Military Hospital in Lawang. And the factor that has the greatest influence on the satisfaction of inpatients at the two hospitals as well as the comparison of the dimensions of the quality of health services of the two hospitals.

This study used a cross sectional method. Data were collected through distributing questionnaires to inpatients at both hospitals. Before the questionnaire was distributed, 30 patients were tested to determine the validity and reliability of the questionnaire. 200 patients from both hospitals were included in this study. The data obtained were then analyzed by statistical technical regression and t-test.

The results showed that there was an effect of service quality on patient satisfaction in both hospitals. However, the level of satisfaction formed was not entirely formed from the five aspects or attributes of the quality dimension. For Lawang Medika Hospital, patient satisfaction is mainly derived from the contribution of the aspects of reliability and empathy. Meanwhile, for Brawijaya Kesdam V / Military Hospital, patient satisfaction was obtained from the contribution of tangible, empathy and responsibility aspects. In addition, there are similarities in characteristics between inpatients at the two hospitals. The similarities are in terms of age, educational and occupational characteristics. The similarity of the respondent's characteristics has an impact on the similarity of perceptions of these respondents in assessing the inpatient services of the two hospitals, This can be seen from the similarity in perceptions of tangible variables, reliability, assurance, empathy and responsibility. Except for the aspect of responsibility, the two hospitals have the same assessment from respondents on aspects of Tangible, Reliability, Assurance, and Emphaty

Keywords : Service Quality, Patient Satisfaction