DAFTAR ISI

HALAMAN JUDUL..........................................................................................i
LEMBAR PERSETUJUAN..............................................................................ii
KATA PENGANTAR.........................................................................................iii
DAFTAR ISI.......................................................................................................v
DAFTAR TABEL...............................................................................................ix
DAFTAR GAMBAR..........................................................................................x
DAFTAR LAMPIRAN......................................................................................xi

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

1.1 Latar Belakang............................................................................................1

1.2 Rumusan Masalah.......................................................................................5
1.3 Tujuan Penelitian........................................................................................5
1.3.1 Tujuan Umum.................................................................................5
1.3.2 Tujuan Khusus................................................................................5
1.4 Manfaat Penelitian......................................................................................6
1.4.1 Manfaat Teoritis..............................................................................6
1.4.2 Manfaat Praktis...............................................................................6

BAB II TINJAUAN TEORI..............................................................................8

2.1 Konsep dan pelayanan keperawatan...........................................................8

2.1.1 Definisi............................................................................................8
2.1.2 Dimensi Kualitas Pelayanan Keperawatan.....................................10
2.1.3 Dimensi dan Aspek-aspek Kualitas pelayanan Keperawatan.........14
2.1.4 Dimensi Kualitas Menurut Jasa Pelayanan.....................................18
2.1.5 Ciri-ciri kualitas pelayanan.............................................................20
2.1.6 Cara pengukuran kualitas................................................................21
2.1.7 Peningkatan kualitas pelayanan keperawatan.................................21
2.1.8 Tiga tingkat konsep kualitas pelayanan..........................................22
2.1.9 Konsep Perawat dan Pelayanan Keperawatan................................22
2.2 Konsep Pasien.............................................................................................24
2.2.1 Pengertian Pasien/pelanggan..........................................................24
2.2.2 Syarat pokok pelayanan kesehatan.................................................24
2.3 Konsep Kepuasan........................................................................................26
2.3.1 Definisi Kepuasan...........................................................................26
2.3.2 Indikator kepuasan Pasien...............................................................27
2.3.3 Faktor-faktor Yang Mempengaruhi Kepusan Pelanggan/Pasien.....28
2.3.4 Metode Pengukuran Kepuasan.......................................................30
2.3.5 Faktor-faktor yang Mempengaruhi Kepusan Konsumen
Menurut (Wijaya,2011)
.................................................................................................
34

v
 2.3.6
Karakteristik dalam melayani pelanggan
.................................................................................................
35
2.4 Hubungan Kualitas Keperawan Dengan Kepuasan Pasien rawat jalan......35
BAB III KERANGKA KONSEP DAN HIPOTESA.......................................39

3.1 Kerangka Konsep........................................................................................39

3.2 Hipotesis.....................................................................................................40

BAB IV METODE PENELITIAN...................................................................41

3.3 Desain Penelitian........................................................................................41

3.4 Kerangka Kerja...........................................................................................41
3.5 Populasi, Sampel dan Teknik Sampling......................................................42
3.5.1 Populasi Penelitian..........................................................................42
3.5.2 Sampel.............................................................................................42
3.5.3 Teknik Sampling.............................................................................42
3.6 Variabel Penelitian......................................................................................42
3.6.1 Variabel Independen (Variabel Bebas)............................................42
3.6.2 Variabel Dependen (Variabel Terikat).............................................43
3.7 Lokasi Penelitian dan Waktu Penelitian......................................................43
3.7.1 Lokasi Penelitian.............................................................................43
3.7.2 Waktu Penelitian.............................................................................43
3.8 Bahan dan Alat/Instrumen Penelitian..........................................................43
3.8.1 Penyusunan Instrument...................................................................43
3.8.2 Validitas (Keas;ian).........................................................................43
3.8.3 Reliabilitas (Keandalan)..................................................................44
3.8.4 Jenis Instrumen...............................................................................44
3.9 Definisi Operasional...................................................................................44
3.10 Prosedur Pengumpulan Data.......................................................................48
3.11 Pengolahan Data/Analisis Data...................................................................49
3.11.1 Pre Analisis.....................................................................................49
3.11.2 Analisis Data...................................................................................50
3.12 Etika Penelitian...........................................................................................53
3.12.1 Informed Consent (Persetujuan Penelitian)....................................53
3.12.2 Anonymity (Tanpa Nama)...............................................................54
3.12.3 Beneficence Rasio (Resiko)............................................................54
3.12.4 Non Maleficence (Tidak Membahayakan)......................................54
3.12.5 Right Juctice (Prinsip Keadilan).....................................................54

DAFTAR PUSTAKA.........................................................................................xii

LAMPIRAN........................................................................................................xiii

vi