MODEL KEPUASAN PASIEN BERBASIS SERVQUAL DALAM UPAYA MENINGKATKAN BED OCCUPANCY RATE (BOR) RUMAH SAKIT: SYSTEMATIC LITERATURE REVIEW
DOI:
https://doi.org/10.67717/740740Keywords:
bed occupancy rate, SERVQUAL, systematic literatur review.Abstract
Kualitas pelayanan rumah sakit merupakan determinan utama dalam meningkatkan kepuasan pasien dan kinerja rumah sakit, termasuk indikator Bed Occupancy Rate (BOR). Pendekatan SERVQUAL yang terdiri dari dimensi tangible, reliability, responsiveness, assurance, dan empathy telah banyak digunakan dalam mengevaluasi kualitas pelayanan kesehatan. Penelitian ini bertujuan untuk menganalisis model hubungan antara kualitas pelayanan berbasis SERVQUAL dengan kepuasan pasien serta implikasinya terhadap peningkatan BOR rumah sakit melalui pendekatan systematic literature review (SLR). Metode yang digunakan adalah SLR dengan pendekatan PRISMA melalui database Scopus, PubMed, dan Google Scholar pada periode 2015–2025. Sebanyak 25 artikel terpilih dianalisis secara kualitatif. Hasil menunjukkan bahwa seluruh dimensi SERVQUAL berpengaruh signifikan terhadap kepuasan pasien, dengan dimensi empathy dan responsiveness sebagai faktor dominan. Kepuasan pasien berkontribusi terhadap loyalitas pasien, peningkatan kunjungan ulang, serta peningkatan BOR rumah sakit. Kesimpulan: Model kepuasan pasien berbasis SERVQUAL dapat menjadi strategi efektif dalam meningkatkan kinerja rumah sakit, khususnya BOR, melalui pendekatan patient-centered care dan peningkatan mutu pelayanan berkelanjutan.
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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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