DAFTAR ISI

BAB 1 PENDAHULUAN................................................................................ 1
1.1 Latar Belakang Masalah.................................................................... 1
1.2 Rumusan Masalah.............................................................................. 11
1.3 Tujuan Penelitian.............................................................................. 12
1.4 Kegunaan Penelitian....................................................................... 12
1.4.1 Aspek Akademis.................................................................... 12
1.4.2 Aspek Pengembangan Ilmu pengetahuan............................. 13
1.4.3 Aspek Praktis..................................................................... 13
BAB II Tinjauan Pustaka............................................................................... 14
2.1 Landasan Teori........................................................................... 14
2.1.1 Faktor-Faktor Internal Dalam Kajian Kualitas Pelayanan......... 14
2.1.1.a Sumber Daya Manusia......................................................... 15
2.1.1.b Sarana Dan Prasarana......................................................... 18
2.1.1.c Proses Pelayanan.................................................................. 22
2.1.1.d Lay Out Klinik.................................................................. 27
2.1.2 Konsep Kulaitas Pelayanan................................................ 30
2.1.2.a Pengertian Kulaitas Pelayanan ......................................... 30
2.1.2.b Strategi Pengukuran Kualitas Pelayanannya................. . 35
2.1.3 Klinik Natasha Care.......................................................... 40
2.2 Hasil Penelitian Terdahulu.............................................................. 41
BAB III Kerangka Konseptual dan Hipotesis
3.1 Kerangka Konseptual................................................................. 46
3.2 Hipotesis..................................................................................... 49
BAB IV Metode Penelitian
4.1 Rancangan Penelitian................................................................. 50
4.2 Definisi Operasional................................................................... 50
4.2.1 Definisi Konsep................................................................ 50
4.2.2 Variabel Bebas.................................................................. 53
4.2.3 Variabel Terikat................................................................. 54
4.3 Jenis dan Sumber Data
4.3.1 Jenis Data.......................................................................... 55
 4.3.2 Sumber Data...................................................................... 55
4.4 Populasi dan Sampel.................................................................. 56
4.4.1 Populasi............................................................................ 56
4.4.2 Sampel............................................................................. 56
4.5 Teknik Pengumpulan Data......................................................... 57
4.6 Teknik Analisa data................................................................... 58
4.6.1 Analisa Stastistik Deskriptif............................................. 58
4.6.2 Analisa Statistik Inferensial............................................. 58
4.7 Lokasi dan jadwal Penelitian...................................................... 66
4.7.1 Lokasi Penelitian............................................................... 66
4.7.2 Jadwal Penelitian............................................................... 66
Daftar Pustaka.......................................................................................................... 67
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