DAFTAR ISI

BAB I .................................................................................................................... 1
PENDAHULUAN ................................................................................................ 1
1.1. Latar Belakang .............................................................................................. 1
1.2. Rumusan Masalah ......................................................................................... 2
1.3. Tujuan Penelitian .......................................................................................... 2
1.3.1. Tujuan Umum ................................................................................ 2
1.3.2 Tujuan Khusus ................................................................................ 2
1.4. Manfaat Penelitian ........................................................................................ 3
BAB II ................................................................................................................... 4
TINJAUAN PUSTAKA ...................................................................................... 4
2.1. Konsep Kualitas Pelayanan ............................................................................ 4
2.1.1. Definisi ............................................................................................ 4
2.1.2. Dimensi Mutu Layanan Kesehatan ................................................. 4
2.2. Konsep Kepuasan Pelanggan ......................................................................... 5
2.2.1. Definisi ............................................................................................ 5
2.2.2. Kepuasan Pelanggan ....................................................................... 6
2.2.3. Dimensi Kepuasan .......................................................................... 7
2.2.4. Faktor Kepuasan Pengguna Pelayanan Kesehatan ......................... 8
2.2.5. Faktor Kepuasan Pelanggan Asuransi ............................................ 9
2.2.6. Aspek-aspek yang Mempengaruhi Kepuasan Pasien ..................... 9
2.2.7. Metode Pengukuran Kepuasan Pelanggan ………………………. 12
2.3. Puskesmas ..................................................................................................... 13
2.3.1. Definisi ........................................................................................... 13
2.3.2. Fungsi Puskesmas .......................................................................... 14
2.3.3. Wilayah Puskesmas ....................................................................... 14
2.3.4. Pelayanan Kesehatan Menyeluruh ………………………………. 15
2.3.5. Pelayan Kesehatan Integrasi …………………………………….. 15
2.3.6. Kegiatan Pokok Puskesmas ……………………………………... 15
BAB III ………………………………………………………………………… 16
3.1. Jenis dan Metode Penelitian ………………………………………………. 16
3.2. Lokasi dan Waktu Penelitian ……………………………………………… 16
3.3. Populasi …………………………………………………………………… 16
3.4. Sampel ……………………………………………………………………... 16
3.5. Pengumpulan Data …………………………………………………………. 16
3.6. Analisis Data ……………………………………………………………….. 16
3.7. Penyajian Data ……………………………………………………………… 16
BAB IV …………………………………………………………………………. 17
HASIL PENELITIAN ……………………………………………………........ 17
4.1. Letak Geografis dan Demografis Puskesmas Ubung ……………………… 17
4.2. Hasil Penelitian Berdasarkan Kuesioner ………………………………....... 17
4.3. Hasil Penelitian Berdasarkan Kuesioner Usaha Kesehatan Masyarakat…… 22
BAB V ……………………………………………………………………….…. 27
PEMBAHASAN …………………………………………….…………………. 27
BAB VI …………………………………………………………………………. 30
KESIMPULAN DAN SARAN ……………………………………………....... 30
6.1. Kesimpulan ……………………………………………………………….... 30
6.2. Saran ……………………………………………………………………….. 30
DAFTAR PUSTAKA ………………………………………………………….. 32
LAMPIRAN ……………………………………………………………………. 33