The objective of this study is to assess service quality of public hospital by using SERVQUAL model. The results can be used to develop guideline to improve service quality of the hospital. The SERVQUAL model evaluates service quality from the difference between customers' expectation and customers' perception in five different dimension, which are tangible, reliability, responsiveness, assurance, and empathy. Data collection is conducted with nonprobability sampling by convenience sampling. 421 data sets were collected and analyzed by factor analysis and paired t-test. Results show that patients reported higher average expectation score than average perception score indicating that patients do not satisfy with service received. In the other words, service quality of this public hospital does not meet their needs. Considering each dimension of service quality, patients reported higher perception score than expectation score in term of tangible meaning that patients experienced good service quality with regard to tangible dimension. For the remaining dimensions involving reliability, responsiveness, assurances and empathy, patients reported less perception score than expectation score meaning that they do not satisfied with these service quality dimensions. In summary, these findings suggested that this public hospital currently cannot deliver service quality in all five dimensions. Top management can benefit from this study by reducing the gap between customers' perception and customers' expectation in selected dimensions to improve service quality of the hospital.