The Influence of the Public Satisfaction Index on Revenue, with Google Maps Ratings and Occupancy as Intervening Variables, at Persahabatan Hospital, East Jakarta

Abstract

This study examines the influence of the Public Satisfaction Index (Indeks Kepuasan Masyarakat/IKM) on hospital revenue by considering Google Maps Rating and Bed Occupancy Rate (BOR) as intervening variables at RSUP Persahabatan, East Jakarta. The study addresses the need to understand how public service satisfaction, digital reputation, and inpatient utilization interact in determining hospital financial performance. This study employs a quantitative approach using secondary data obtained from official hospital reports, Public Satisfaction Index measurements, Google Maps ratings, Bed Occupancy Rate reports, and hospital financial statements. Path analysis was applied to examine the direct and indirect relationships among IKM, Google Maps Rating, BOR, and hospital revenue. The findings indicate that IKM has a significant relationship with Google Maps Rating but does not significantly affect BOR or hospital revenue. Google Maps Rating also does not have a significant direct effect on hospital revenue. In contrast, BOR has a positive and significant effect on hospital revenue, indicating that inpatient capacity utilization represents an important operational mechanism associated with financial performance. Furthermore, the indirect effect through Google Maps Rating is not statistically significant. The results demonstrate that public satisfaction and digital reputation alone are insufficient to explain variations in hospital revenue. Hospital financial performance requires an integrated management approach that combines service quality improvement, digital reputation management, and optimization of inpatient capacity utilization. The study contributes empirical evidence on the interconnected roles of public satisfaction, online reputation, and operational performance in public hospital revenue management.