The effect of service quality and operational benevolence on patient satisfaction and their interest in Re-Hospitalization

Enhancement of development and competitive healthcare industry, particularly in the hospital for the recent years in Banjarmasin requires the healthcare in giving their best service to retain the customers. Bed Occupancy Rate at Suaka Insan Hospital is below of Indonesian Ministry of Health standard (60–85%) and decreased over the past 3 years. The patient satisfaction with the quality and operational benevolence of officers is less than 80%. Re-hospitalized patients decrease by 13.11%. This study aims to analyze the effect of service quality and operational benevolence on patient satisfaction and their interest in re-hospitalization. This study is a quantitative research using cross-sectional approach. The sample was taken using purposive sampling with a total of 196 participants. The data was collected and analyzed using questionnaires and SmartPLS. The results indicated that Suaka Insan Hospital Banjarmasin had a high service quality (98.98%), high operational benevolence (98.98%), high satisfaction rate (98.47%), and high interest in re hospitalization (91.33%). There was an influence of service quality to patient satisfaction (6.43), operational benevolence to patient satisfaction (4.85), and satisfaction on the interest of re-hospitalization (2.86). There was no influence of service quality on the interest of re-hospitalization (0.69) and operational benevolence on the interest of re-hospitalization (1.58).