Model Kepuasan Pasien Berbasis SERVQUAL Dalam Upaya Meningkatkan Bed Occupancy Rate (BOR) Rumah Sakit: Systematic Literature Review
Keywords:
bed occupancy rate, SERVQUAL, systematic literatur review.Abstract
References
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Copyright (c) 2026 Dr. Edi Murwani, A.Md.Keb., S.Pd., M.M.R.S., FISQua, dr.Agus Dahana, Sp.PD-FINASIM., MH.,FISQua. (Author)

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