The Effect of Bed Occupancy Rate (BOR) On Patient Satisfaction and Its Implications for Patients’ Revisit Intention at Sumber Sentosa Hospital Malang
Abstract
Bed Occupancy Rate (BOR) is an important indicator for assessing the efficiency of bed utilization and the operational workload of inpatient hospital services. At Sumber Sentosa Hospital Malang, BOR values have fluctuated and have not yet reached the ideal range, which in several periods was accompanied by a decline in patient satisfaction and repeat visit intention. This condition indicates weaknesses in inpatient capacity management that may affect service quality and patient loyalty. Therefore, this study aims to analyze the effect of BOR on patient satisfaction and its implications for inpatient repeat visit intention at Sumber Sentosa Hospital Malang. This study employed a quantitative method using descriptive and verificative approaches. The population consisted of inpatients at Sumber Sentosa Hospital Malang, with respondents selected through purposive sampling. Data were collected using questionnaires that had been tested for validity and reliability. The data were then analyzed using path analysis to examine direct and indirect effects among the research variables. The results indicate that BOR has a positive and significant effect on patient satisfaction. Patient satisfaction also has a positive and significant effect on repeat visit intention. In addition, BOR directly influences repeat visit intention and indirectly affects it through patient satisfaction as a mediating variable. These findings confirm BOR management is essential for sustained inpatient service quality.
Downloads
References
Alolayyan, M. N., & Alyahya, M. S. (2023). Operational flexibility impact on hospital performance through the roles of employee engagement and management capability. BMC Health Services Research, 23(1), 19. https://doi.org/10.1186/s12913-023-09029-y
Arevalo, Z. A., Singson-Denosta, M. F. B., Babaran, J. K. G., Eslabon, K. M., Alconcer, I. A., & Santos, J. M. (2024). Human resource management practices of nurse managers and its relationship to the job satisfaction of staff nurses in private hospitals. SEANR, 6(4).
Aulia D dan Indrawati R. (2021). Analisis BOR terhadap efisiensi pelayanan rumah sakit. Jurnal Kesehatan Masyarakat, 13(2) 101–110.
Creswell, J. W. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (4th ed.). Thousand Oaks, CA: SAGE Publications.
Dihartawan, D., Lestari, F., Widanarko, B., & Besral, B. (2023). Analysis of factors affecting hospital risk management in Indonesian hospitals. Kesmas: National Public Health Journal, 19(2).
Fitri Amja Yani, F., Agustina, D., & Gurning, F. P. (2022). The Relationship between Health Service Quality and Inpatient Revisit Interest. Indonesian Journal of Global Health Research. DOI:10.37287/ijghr.v6i2.3176.
Hossain, M. M., & Leo, S. (2021). The impact of service quality on patient satisfaction and loyalty in Malaysian private healthcare. Journal of Health Management, 23(1), 98–112.
Kementerian Kesehatan Republik Indonesia. (2021). Peraturan Menteri Kesehatan Republik Indonesia Nomor 47 Tahun 2021 tentang Standar Pelayanan Rumah Sakit. Jakarta: Kemenkes RI.
Mahdavi, A. (2023). Human resource management strategies of medical staff during the COVID-19 pandemic. Journal of Healthcare Human Resource Management.
Marsilio, M. (2022). Operations management solutions to improve ED patient flows. PMC/NCBI.
Marzuki A. (2020). Manajemen rumah sakit Pendekatan teoritis dan praktis. Yogyakarta: Deepublish.
Mulyani, S.R., Paramarta, V., Yuliati, F., Fitriana, Zulfikar, T., Kosasih, Djogo, Y.O., Aripin, Z., Nurmartiani, E. (2022). Buku Multivariat Terapan. Bandung: Widina Bhakti Persada Bandung.
Nurhayati, N., & Indrawati, R. (2022). Factors Affecting the Quality of Hospital Bed Occupancy Levels with the Quality and Patient Safety as Variable Intervening in Siaga Raya Hospital Jakarta. Journal of Hospital Management.
Paramarta, H.V., Noor, L.S., Hidayah, A., Sangkay, R., Wahab. A., Safari, A., Sukmawati, H., Carolin, A., Nurhayati, W., Widanti, N. P. K. (2024). Prinsip-Prinsip Manajemen. Batam : CV Rey Media Grafika
Paramarta, H.V., Maulani, G., Cahyadi, N., Sugiharti, Defitri, S.Y., Muhamad, L.F., Utami, K.J., Darnilawati, Saksono, H., Munadiyan, A.E. (2024). Metode Penelitian. Batam : CV Rey Media Grafika.
Parasuraman A dan Zeithaml V A. (2018). Delivering Quality Service Balancing Customer Perceptions and Expectations. New York: Free Press.
Pradana, A., & Rahmawati, H. (2021). Analisis BOR terhadap Kepuasan Pasien di RS Tipe B. Jurnal Administrasi Kesehatan Indonesia, 9(1), 55–62.
Putri, J. P. S., & Achmadi, H. (2022). The influence of service quality towards patient’s revisit intention to private hospitals in Indonesia. Innovative Marketing, 21(1), 75–84.
Saputro, L. E. (2023). Implementation of strategic risk management in improving service quality in a regional general hospital.
Sari, N., & Putri, L. A. (2020). Pengaruh BOR terhadap Persepsi Keandalan Layanan di RSUD Kota Bandung. Jurnal Manajemen Pelayanan Kesehatan, 16(3), 215–226.
Setiawan, T., & Wijayati, N. (2024). Evaluation of risk management for optimizing service quality in a regional general hospital. International Journal of Financial, Accounting, and Management, 6(2), 301-312.
Sugiyono. (2022). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.
Yusuf, I., Suryanto, T., & Mahmud, M. (2020). Hubungan BOR dengan Mutu Pelayanan Kesehatan di Rumah Sakit. Jurnal Manajemen Pelayanan Kesehatan, 23(3), 145–151.
Copyright (c) 2026 Y. Kusumo Adi Arji Atmanto, Sri Rochani Mulyani, Etty Sofia Mariati Asnar, Rukhiyat Syahidin, Farida Yuliaty
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
