KATA PENGANTAR

Assalamualaikum Warahmatullahi Wabarakatuh

Puji syukur peneliti hanturkan kepada Allah SWT yang telah memberikan rahmat dan
Hidayah-Nya kepada peneliti sehingga dapat menyelesaikan proposal tesis yang berjudul
“Comparative Study Kinerja dengan Balanced Scorecard Puskesmas Terakreditasi &
Terimplementasi ISO 9001: 2008 di Puskesmas Cilandak Timur dan Puskesmas Pejaten
Barat III”.
Dalam penyusunan proposal tesis ini, peneliti mendapatkan banyak bantuan dari
berbagai pihak, maka dalam kesempatan ini perkenankanlah peneliti mengucapkan terima
kasih yang sebesar-sebesarnya kepada:
1. Bapak Dr. Hermawan Saputra, S.KM., MARS selaku pembimbing I dan selaku
Ketua Program Studi Ilmu Kesehatan Masyarakat Universitas Muhammadiyah Prof.
Dr. HAMKA Jakarta
2. Ibu Dr. dr. Aragar Putri,. MRDM selaku pembimbing II yang telah banyak
meluangkan waktu dan memberikan masukan demi kesempurnaan proposal ini.
3. Bapak Prof. Dr. Abd. Rahman A. Ghani, M.Pd selaku Direktur Sekolah
Pascasarjana Universitas Muhammadiyah Prof. Dr. HAMKA Jakarta.
4. Bapak Prof. Dr. H. Suyatno, M.Pd selaku Rektor Universitas Muhammadiyah Prof.
Dr. HAMKA Jakarta.
5. Seluruh Dosen Fakultas Ilmu Kesehatan Masyarakat Sekolah Pascasarjana
Universitas Muhammadiyah Prof. Dr. HAMKA yang telah rela mengajar dan
memberikan ilmunya dengan ikhlas.
6. Seluruh staff sekretariat Program Studi Ilmu Kesehatan Masyarakat Sekolah
Pascasarjana Universitas Muhammadiyah Prof. Dr. HAMKA atas segala pelayanan
akademik yang telah diberikan kepada penulis.
7. Ayahanda tersayang Rusli., S. Pd., Ibunda Hanifah Rita, S.Pd., Selly Fatriani., S. Pd.
yang selalu memberikan saya motivasi secara finansial dan do’a agar saya terus bisa
berkarir dan menulis proposal ini.
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 8. Teman-teman angkatan XX (dua puluh), teman-teman konsentrasi mutu pelayanan
kesehatan, teman-teman seperjuangan khususnya B1 yang tak bisa saya sebutkan satu
persatu yang selalu memberikan dukungan dan masukan. Alhamdulillah proposal tesis
ini selesai sesuai dengan yang direncanakan.
Demikian proposal tesis ini saya buat, kritik dan saran dari para penguji sangat saya
harapan demi kesempurnaan proposal ini kedepannya. Akhir kata penulis berharap semoga
proposal tesis ini dapat memenuhi persyaratan menulis tesis program studi ilmu kesehatan
masyarakat Universitas Muhammadiyah Prof. Dr. HAMKA.
Waalaikumussalam Warahmatullahi Wabarokatuh

Jakarta, 05 Mei 2018

Penulis,

Desrialita Faryanti

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 DAFTAR ISI

HALAMAN JUDUL ...................................................................................... i

LEMBAR PERSETUJUAN PEMBIMBING................................................... ii
KATA PENGANTAR ...................................................................................... iii
DAFTAR ISI .................................................................................................... iv
DAFTAR TABEL ............................................................................................ v
DAFTAR BAGAN/ GAMBAR ....................................................................... vi
DAFTAR LAMPIRAN ................................................................................... vii
BAB I. PENDAHULUAN
A.........................................................................................Latar Belakang 1
B....................................................................................Masalah penelitian
13
1.............................................................................Identifikasi Masalah
13
2............................................................................Pembatasan Masalah
13
3..............................................................................Perumusan Masalah
13
C.......................................................................Kegunaan Hasil Penelitian
15
BAB II. KAJIAN TEORI
A................................................................................................Puskesmas
..................................................................................................................16
B....................................................Standar Pelayanan Minimal Puskesmas
..................................................................................................................21
C...............................................................................Akreditasi Puskesmas
..................................................................................................................24
D..........................................................................................ISO 9001:2015
..................................................................................................................25

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E.......................................................................................Penilaian Kinerja
..................................................................................................................29
F.....................................................................................Balanced Scorcard
..................................................................................................................33
1..................................................................Konsep Balanced Scorecard
.............................................................................................................33
2......................................................Perkembangan Balanced Scorecard
.............................................................................................................34
3.................................................................Definisi Balanced Scorecard
.............................................................................................................36
4....................................Macam-macam Perspektif Balanced Scorecard
.............................................................................................................38
a..........................................................................Perspektif Keangan
.......................................................................................................38
b.......................................................................Perspektif Pelanggan
.......................................................................................................47
c.................................................................Perspektif Bisnis Internal
.......................................................................................................50
d.....................................Perspektif Pembelajaran dan Pertumbuhan
.......................................................................................................56
5...........................................................Keunggulan Balanced Scorecard
.............................................................................................................65
6...........................................................Kekurangan Balanced Scorecard
.............................................................................................................67
7..............................Ukuran dan Cara Pembobotan Balanced Scorecard
.............................................................................................................68
G.................................................................................Model SERVQUAL
..................................................................................................................69
H...........................................................................Penelitian yang Relevan
..................................................................................................................46
I...........................................................................................Kerangka Teori
..................................................................................................................59
J........................................................................................Kerangka konsep
..................................................................................................................60

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BAB III. METODOLOGI PENELITIAN
A....................................................................................Tujuan Penelitian
................................................................................................................73
1....................................................................................Tujuan Umum
..........................................................................................................73
2...................................................................................Tujuan Khusus
..........................................................................................................73
B..................................................................Tempat dan Waktu Penelitian
................................................................................................................73
1..............................................................................Tempat Penelitian
..........................................................................................................73
2................................................................................Waktu Penelitian
..........................................................................................................74
C..................................................................................Metode Penelitian
................................................................................................................74
D...............................................................................Populasi dan Sampel
................................................................................................................75
1.........................................................................Populasi dan sampel
.........................................................................................................75
2....................................................................................Besar Sampel
.........................................................................................................76
E................................................................................Instrumen Penelitian
................................................................................................................77
1..........................................................................Penelitian Kuantitatif
..........................................................................................................77
2...........................................................................Penelitian Kualitatif
..........................................................................................................79
3............................................Uji Validitas dan Reliabilitas Instrumen
..........................................................................................................82
4.......................................................................................Defini Istilah
..........................................................................................................82
F.......................................................................Teknik Pengumpulan Data
................................................................................................................86

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 G...............................................................................Teknik Analisis Data
................................................................................................................87
H....................................................................................Hipotesis Statistik
................................................................................................................90
DAFTAR PUSTAKA- LAMPIRAN-LAMPIRAN

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 DAFTAR TABEL

Tabel 2.1 Ukuran Pokok Perspektif Pelanggan dalam Balanced Scorecard..... 48

Tabel 2.2 Cara Pembobotan ............................................................................. 68
Tabel 2.3 Penelitian yang relevan .................................................................... 73
Tabel 3.1. Gantt Chart Aktivitas Penelitian ..................................................... 58
Tabel 3.2 Skala Pengukuran ............................................................................. 79
Tabel 3.3. Definisi Operasional........................................................................ 83

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 DAFTAR GAMBAR

Gambar 2.1. Rerangka Balanced Scorecard.................................................... 36

Gambar 2.2 Value Propotion ............................................................................ 47
Gambar 2.3 Perspektif Bisnis Internal.............................................................. 50
Gambar 2.4 Value Chain Perspektif Bisnis Internal......................................... 55
Gambar 2.5 Teori Motivasi............................................................................... 60
Gambar 2.6 Komitmen Sumber Daya Manusia................................................ 64
Gambar 2.7 Kerangka Teori Penelitian ............................................................ 71
Gambar 2.8 Kerangka Konsep ......................................................................... 72
Gambar 3.1 Skala Pengukuran Likert............................................................... 79

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 DAFTAR LAMPIRAN

Lampiran 1 Kuesioner Pelanggan

Lampiran 2 Kuesioner Karyawan
Lampiran 3 Pedoman Wawancara Mendalam
Lampiran 4 Riwayat Hidup