Hubungan Kualitas Pelayanan di Unit Rawat Inap terhadap Rendahnya Capaian Bed Occupancy Rate ( BOR ) di Rumah Sakit Umum Daerah Petala Bumi Provinsi Riau

Bed Occupancy Rate (BOR) measures inpatient bed utilization, and low achievement may be associated with service quality, which affects patients’ experiences, satisfaction, and trust. This study aimed to determine the relationship between inpatient service quality and low BOR achievement at Petala Bumi Regional General Hospital, Riau Province. A quantitative cross-sectional design was used, involving 91 inpatients who met the inclusion and exclusion criteria. Data were collected through a 25-statement questionnaire assessing technical competence, interpersonal relationships, service efficiency, service comfort, and overall service quality. Univariate and bivariate analyses were conducted using the Chi-Square test at a significance level of α = 0.05. Respondents’ assessments of service quality were predominantly in the Disagree, Neutral, and Strongly Disagree categories. Technical competence, interpersonal relationships, service efficiency, service comfort, and overall service quality were each significantly associated with low BOR achievement, with reported p-values of 0.000 for all variables. These findings indicate a relationship between inpatient service quality and low BOR achievement. The hospital is expected to improve healthcare workers’ competence, communication with patients, service efficiency, and the comfort of inpatient facilities to enhance service quality.