Private healthcare services are a crucial part of the global health system.

Private healthcare
providers have increasingly become involved in health systems, both in scale and scope,
because of their potential. Recently, the private healthcare system has reiterated its role by
joining the battle with a pandemic crisis. Amid the Covid-19 pandemic, many national
healthcare systems worldwide have been overwhelmed. To alleviate the grave challenges and
deal with pertinent implications, governments collaborate with private healthcare providers to
enhance proactive and collaborative public-private partnerships. Hence, it is crucial to nurture a
high-quality and sustainable private healthcare system in all nations. The main problem of a
health care agency is the increasing number of patients, especially COVID 19 patients.
Therefore, hospitals are required to always maintain customer confidence by improving the
quality of service so that customer satisfaction increases. Currently St. Paul Hospital of
Tuguegarao become one of the referrals of health services in Cagayan Valley Province. This
condition is the main basis for inpatient units and other services. Therefore, hospital urgently
need professional employees in supervising the quality of service and convincing patients to
remain interested in the services offered, especially quality services.

According to Kotler (2013: 150) Customer Satisfaction is a feeling of pleasure or disappointment

that arises after comparing the performance (results) of the product thought to the expected
performance (or results). From the definition it can be said if the performance of the product is
not in accordance with the expectations of the patient or the patient's family and if the
expectations set are too low, then the patient or the patient's family will feel dissatisfied, then
the patient's patient or family will feel satisfied, but if the performance of the product exceeds
expectations, then hotel guests will feel happy and very satisfied. Customer satisfaction
formulated by Richard Oliver (Barnes, 2003: 64) is the customer's response to the fulfillment of
his needs. It means the assessment that a form of privilege of a good or service or goods /
services itself, provides a level of comfort associated with the fulfillment of a need, including
the fulfillment of needs below expectations or fulfillment of needs exceeding customer
expectations. Healthcare professionals should appreciate and implement the importance of
patient satisfaction, which is realized by promoting a high standard of care through the quality
provision of healthcare services in all hospital departments of a hospital. Based on the research
done by Trout and Hedges, patient satisfaction is quite an important indicator with regards to
the quality of care that is provided by the personnel at any healthcare institution.

This study aims to analyze the comparison of customer satisfaction before and during the Covid
19-Infection Pandemic at St. Paul Hospital of Tuguegarao. The method used in this study is
comparative method, which will explain the comparison of customer satisfaction rate between
the time before and during the covid-19 pandemic.
The purpose of this study is to find out and analyze differences in service of customer
satisfaction rate in Saint Paul Hospital of Tuguegarao before and during the COVID-19
pandemic.
Method: The methods used in this study is comparative method and techniques with survey
approaches. This method is a method where researchers will show the comparison between
the time before and during the covid-19 pandemic in St. Paul Hospital of Tuguegarao.