DAFTAR ISI

BAB I PENDAHULUAN ........................................................................................... 1

A. Latar Belakang ................................................................................................ 1
B. Tujuan ............................................................................................................. 1
BAB II TINJAUAN PUSTAKA................................................................................. 2
A. Definisi Key Performance Indicator ............................................................... 2
B. Kepuasan Pelanggan ....................................................................................... 4
C. Waktu Tunggu Pelayanan ............................................................................... 4
BAB III METODE PENELITIAN.............................................................................. 5
BAB IV HASIL DAN PEMBAHASAN .................................................................... 7
A. Evaluasi Waktu Pelayanan .............................................................................. 8
B. Evaluasi Kepuasan Pelanggan......................................................................... 20
C. Evaluasi Suhu Ruangan dan Lemari Pendingin .............................................. 26
D. Suhu Ruangan Depo Farmasi .......................................................................... 34
E. Suhu Lemari Pendingin ................................................................................... 35
BAB V KESIMPULAN .............................................................................................. 39
DAFTAR PUTAKA ................................................................................................... 40