DAFTAR ISI

Judul..............................................................................................
Kata Pengantar............................................................................
Daftar Isi.......................................................................................

i
ii
iv

BAB I

1
1
5
7
7
10
14
14
17
17
18
19

Pendahuluan................................................................
1.1 Latar Belakang.....................................................
BAB II Tinjauan Pustaka........................................................
2.1 Customer Satisfaction..........................................
2.1.1 Pengertian Customer Satisfaction............
2.1.2 Dimensi Customer Satisfaction................
2.2 Customer Loyalty.................................................
2.2.1 Pengertian Customer Loyalty...................
2.2.2 Dimensi Customer Loyalty.......................
2.3 Pengertian Rumah Sakit.......................................
2.4 Kerangka Pemikiran............................................
BAB III Studi Kasus..................................................................
3.1 Upaya Peningkatan Customer Satisfaction
Rumah Sakit Dustira............................................
BAB IV Pembahasan.................................................................
4.1 Tangibles..............................................................
4.2 Reability...............................................................
4.3 Responsiveness.....................................................
4.4 Assurance.............................................................
4.5 Empathy...............................................................
BAB V Kesimpulan..................................................................
Daftar Pustaka.............................................................................

iv

19
21
21
21
22
22
23
24
25