DAFTAR ISI

Halaman

DAFTAR ISI ................................................................................................... i

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

1.1 Latar Belakang ........................................................................ 1
1.2 Rumusan Masalah .................................................................... 6
1.3 Tujuan Penelitian ..................................................................... 7
1.4 Manfaat Penelitian ................................................................... 7
1.4.1. Manfaat Teoritis ........................................................... 7
1.4.2 Manfaat Praktis ............................................................ 8

BAB II KAJIAN PUSTAKA ......................................................................... 9

2.1 Penelitian Terdahulu ............................................................... 9
2.2 Tinjauan Teoritis ..................................................................... 11
2.2.1 Pengertian dan Fungsi Rumah Sakit ............................ 12
2.2.2 Kualitas Pelayanan ....................................................... 13
2.2.3 Kompetensi Sumber Daya Manusia ............................. 18
2.2.4 Kompetensi Tenaga Farmasis ...................................... 21
2.2.5 Konsep Perilaku Konsumen ......................................... 24
2.2.6 Kepuasan Pelanggan .................................................... 27
2.2.7 Hubungan Antara Kualitas Pelayanan dan Kepuasan
Pelanggan ..................................................................... 29
2.2.8 Hubungan Antara Kompetensi SDM dan Kepuasan
Pelanggan ..................................................................... 30

BAB III KERANGKA KONSEPTUAL DAN HIPOTESIS .......................... 32

3.1 Kerangka Konseptual .............................................................. 32
3.2 Hipotesis .................................................................................. 33

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BAB IV METODE PENELITIAN ................................................................. 35
4.1. Rancangan Penelitian .............................................................. 35
4.2. Populasi dan Sampel ............................................................... 35
4.3. Lokasi dan Waktu Penelitian .................................................. 38
4.4. Variabel Penelitian .................................................................. 38
4.5. Instrumen Penelitian ................................................................ 40
4.6. Jenis Data dan Metode Pengumpulan Data ............................. 41
4.7. Uji Instrumen Penelitian ......................................................... 42
4.8. Uji Asumsi Klasik ................................................................... 45
4.9. Cara Pengolahan dan Teknik Analisis Data ............................ 46

DAFTAR PUSTAKA .................................................................................... 48

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