Abstract:
Background: Bed Occupancy Rate (BOR) serves as an indicator of the hospital performance. The
standard of BOR ideally was in 60-85%. BOR in Balung General Hospital over the past five years never
reach the ideal standard by an average was 32,65%. When BOR has not ideal so the quality of inpatient
services is predicted has not yet been optimized. The service quality is predicted has an effect on patient
satisfaction and patient satisfaction is predicted has an effect on BOR. This study aim to analyze and to
know whether there is indirect effect of service quality on BOR through patient satisfaction. Materials
and Methods: The instrument of service quality use ServQual questionnaire and the instrument of patient
satisfaction refer to PERMENPANRB 14/2017. This study is a quantitative study. The samples are 250
respondents and be elected by combining quota and accidental sampling techniques. Data was analyzed
using path analysis with Lisrel 8.70. Result: This study shows that service quality and patient satisfaction
have had positive and direct effect on BOR and there are significant indirect effect of service quality on
BOR through patient satisfaction. Conclusion: The each direct effects of service quality on BOR, service
quality on patient satisfaction, and patient satisfaction on BOR are greater than the indirect effect itself.
Balung General Hospital is expected to maintain and improve the quality of inpatient services so patient
satisfaction and BOR will rise as well.
