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DAFTAR ISI

LEMBAR PENGESAHAN ............................................................................................................ i


PERNYATAAN ORISINALITAS ................................................................................................ ii
LEMBAR PENGUJIAN ............................................................................................................... iii
KATA PENGANTAR .................................................................................................................. iv
ABSTRAK .................................................................................................................................... vi
ABSTRACT ................................................................................................................................. vii
DAFTAR ISI ............................................................................................................................... viii
DAFTAR TABEL ........................................................................................................................ xi
DAFTAR GAMBAR ................................................................................................................... xii
DAFTAR SINGKATAN ............................................................................................................ xiii
DAFTAR LAMPIRAN ............................................................................................................... xiv

BAB 1 PENDAHULUAN
1.1 Latar Belakang ...............................................................................................................1
1.2 Rumusan Masalah .........................................................................................................3
1.3 Tujuan ............................................................................................................................3
1.3.1 Tujuan Umum .......................................................................................................3
1.3.2 Tujuan Khusus ......................................................................................................3
1.4 Manfaat ..........................................................................................................................4
1.4.1 Bagi Peneliti ..........................................................................................................4
1.4.2 Bagi Institusi .........................................................................................................4
1.4.3 Bagi Masyarakat ...................................................................................................4

BAB 2 TINJAUAN PUSTAKA


2.1 Konsep Mutu Pelayanan Kesehatan ..............................................................................5
2.1.1 Definisi Mutu Pelayanan Kesehatan ....................................................................5
2.1.2 Penilaian Mutu Pelayanan Kesehatan ..................................................................6
2.1.3 Keputusan Menteri Kesehatan tentang Standar Pelayanan Minimal ...................7
2.1.3.1 Desentralisasi ..........................................................................................7
2.1.3.2 Urusan Wajib dan SPM ..........................................................................9
2.1.4 Peraturan Gubernur tentang Pedoman Penyusunan dan Penerapan SPM .........11
2.1.5 Dimensi Mutu Pelayanan Kesehatan .................................................................13
2.1.6 Pelanggan Pelayanan Kesehatan ........................................................................14

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2.1.7 Kebutuhan Pelanggan Layanan Kesehatan ........................................................15
2.1.8 Faktor Utama Penentu Kualitas Pelayanan ........................................................15
2.1.9 Faktor yang Mempengaruhi Pelayanan Kesehatan ............................................16
2.1.10 Persepsi Mutu Pelayanan Kesehatan ...............................................................17
2.1.11 Persepsi Mutu Pelayanan Kesehatan ...............................................................20
2.1.12 Kaidah-kaidah Jaminan Mutu Pelayanan Kesehatan .......................................23
2.2 Tingkat Kepuasan .......................................................................................................24
2.2.1 Pengertian Kepuasan Pasien ..............................................................................24
2.2.2 Faktor-faktor yang Mempengaruhi Kepuasan Klien .........................................25
2.2.3 Pengukuran Kepuasan Pasien ............................................................................26
2.2.4 Dimensi Kepuasan .............................................................................................28
2.2.5 Hubungan antara Kepuasan, Harapan dan Persepsi Pasien terhadap Pelayanan
Kesehatan yang Diterima ..................................................................................29
2.3 Konsep Posyandu ........................................................................................................29
2.3.1 Pengertian Posyandu ...........................................................................................29
2.3.2 Tingkatan Posyandu ............................................................................................29
2.3.3 Tujuan Posyandu ................................................................................................31
2.3.4 Manfaat Posyandu ..............................................................................................32
2.3.5 Sasaran Posyandu ...............................................................................................33
2.3.6 Kegiatan Posyandu .............................................................................................33
2.3.7 Keaktifan Ibu Balita dalam Kegiatan Posyandu ................................................35
2.3.8 Penyelenggaran Posyandu .................................................................................35
2.3.9 Kartu Menuju Sehat ...........................................................................................36
2.3.9.1 Pengertian KMS ...................................................................................36
2.3.9.2 Kriteria BB Balita di KMS ...................................................................37

BAB 3 KERANGKA KONSEPTUAL DAN HIPOTESIS PENELITIAN


3.1 Kerangka Konsep .........................................................................................................38
3.2 Hipotesis Penelitian .....................................................................................................40

BAB 4 METODOLOGI PENELITIAN


4.1 Jenis Penelitian.............................................................................................................41
4.2 Lokasi dan Waktu Penelitian ......................................................................................41
4.3 Popoulasi dan Sampel ................................................................................................41
4.3.1 Populasi ...............................................................................................................41
4.3.2 Sampel ................................................................................................................41

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4.3.3 Teknik Pengambilan Sampel .............................................................................41
4.3.4 Karakteristik Sampel Penelitian .........................................................................42
4.3.4.1 Kriteria Inklusi .......................................................................................42
4.3.4.2 Kriteria Eksklusi ....................................................................................42

4.3.5 Variabel Penelitian .............................................................................................42


4.3.5.1 Variabel Independent (bebas) .................................................................42
4.3.5.2 Variabel Dependent (tergantung) ............................................................42
4.3.6 Definisi Operasional .........................................................................................43
4.4 Instrumen Penelitian ...................................................................................................44
4.5 Prosedur Penelitian .....................................................................................................45
4.5.1 Alur Penelitian ..................................................................................................45
4.5.2 Pengumpulan Data ............................................................................................46
4.5.3 Pengolahan Data ...............................................................................................47
4.5.4 Uji Validitas ......................................................................................................48
4.5.5 Uji Reliabilitas ..................................................................................................49
4.6 Analisa Data ................................................................................................................50

BAB 5 HASIL PENELITIAN


5.1 Karakteristik Responden .............................................................................................51
5.2 Deskripsi Data .............................................................................................................52
5.3 Penilaian Kuesioner Dimensi Mutu Pelayanan Kesehatan ..........................................55
5.4 Hasil Analisis Data ......................................................................................................56

BAB 6 PEMBAHASAN
6.1 Pembahasan .................................................................................................................59

BAB 7 KESIMPULAN DAN SARAN


7.1 Kesimpulan ..................................................................................................................65
7.1 Saran ...........................................................................................................................66

DAFTAR PUSTAKA
LAMPIRAN