THE INFLUENCE OF SERVICE QUALITY, FACILITIES AND LOCATION ON THE SATISFACTION OF BPJS INPATIENTS AT SINAR HUSNI GENERAL HOSPITAL
Published:
2026-11-04Downloads
Abstract
The shift towards patient-centered healthcare compels hospitals to enhance patient satisfaction by improving service quality, facilities, and accessibility. Sinar Husni General Hospital experienced a decline in the number of BPJS-covered inpatients between 2023 and 2025, while a preliminary survey indicated lingering patient dissatisfaction regarding service quality, facilities, and the hospital's location. This study aims to examine and analyze the impact of service quality, facilities, and location on the satisfaction of BPJS-covered inpatients at Sinar Husni General Hospital. A quantitative approach with an associative method was employed. The study sample consisted of 125 respondents selected via purposive sampling. Data were collected through questionnaires and analyzed using multiple linear regression with the aid of IBM SPSS. The results indicate that service quality has a positive and significant partial effect on patient satisfaction (t = 8.211; p < 0.05). Facilities also have a positive and significant partial effect on patient satisfaction (t = 3.679; p < 0.05), as does location (t = 2.519; p < 0.05). Simultaneously, service quality, facilities, and location have a positive and significant effect on patient satisfaction (F = 248.021; p < 0.05). The Adjusted R-Square value of 0.857 indicates that service quality, facilities, and location explain 85.7% of the variation in patient satisfaction, while the remaining 14.3% is explained by factors outside the scope of this study.
Keywords:
Service Quality Facilities Location Patient SatisfactionReferences
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