The Influence of Service Quality on Bed Occupancy Rate Through Patient Satisfaction in Balung General Hospital Jember Regency

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.