Abstract Purpose – The purpose of this study is to identify the factors that were considered important by Muslim BPJS participants of service quality received when using BPJS Health card for hospitalization services. Design/methodology/approach – The sample consisted of 250 respondents that came from five hospitals in Indonesia. The variables used in this study modify SERVQUAL, PAKSERV and CARTER models. Findings – The results of this study indicate that there are ten factors that are considered very important by Muslim BPJS participants for hospitalization service, with the dominant variables of each factor being sincerity/sincerity of employees in serving BPJS participants, the amount of drugs cost borne by BPJS participants, cleanliness in the hospital building, tabligh attitude in serving BPJS participants (wise and right on target), reputation of BPJS doctors in the hospitals, affordability of the hospital location, compliance and accuracy of payment claim/treatment for BPJS patients, BPJS compliance with Islamic principles, the ability of BPJS to reliably deliver promised services and availability of mosque at BPJS referral hospital. Originality/value – The new factors that have emerged are location access, information and availability of praying facilities. The sincerity and formality factors are considered very important by the Muslim community when using BPJS Health card for hospitalization service.

 

Keywords Service quality, SERVQUAL, PAKSERV, CARTER, Sharia perspective, BPJS health Paper type Research paper