DAFTAR ISI

HALAMAN JUDUL .................................................................................

HALAMAN PERSETUJUAN ................................................................

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

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

1.1 Latar Belakang Masalah................................................................. 1

1.2 Rumusan Masalah .......................................................................... 5

1.3 Tujuan Penelitian ........................................................................... 6

1.4 Manfaat Penelitian ......................................................................... 6

BAB II TINJAUAN PUSTAKA............................................................... 7

2.1 Konsep Evaluasi ............................................................................. 7

2.2 Konsep Kinerja ............................................................................. 8

2.2.1 Definisi Kinerja ...................................................................... 8

2.2.2 Faktor-Faktor yang Mempengaruhi Kinerja .......................... 10

2.2.3 Indikator atau Pengukuran Kinerja ........................................ 11

2.3 Konsep Evaluasi Kinerja................................................................ 13

2.3.1 Definisi Evaluasi Kinerja ....................................................... 13

2.3.2 Tujuan Evaluasi Kinerja......................................................... 14

2.4 Konsep pelayanan Publik ............................................................... 15

2.4.1 Definisi Pelayanan Publik ...................................................... 15

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 2.4.2 Standar Pelayanan Publik ...................................................... 17

2.4.3 Standar Operasional Prosedur Pelayanan .............................. 18

2.4.4 Pengukuran Kinerja Pelayanan ............................................. 22

2.4.5 Pelayanan Kantor Urusan Agama ......................................... 23

2.5 Penelitian Terdahulu ...................................................................... 25

2.6 Kerangka Pikir ............................................................................... 28

BAB III METODE PENELITIAN .......................................................... 31

3.1Lokasi Penelitian ............................................................................. 31

3.2 Pendekatan atau Jenis Penelitian .................................................. 31

3.3 Informan Penelitian ........................................................................ 31

3.4 Jenis dan Sumber Data .................................................................. 32

3.5 Teknik Pengumpulan Data ............................................................. 33

3.6 Teknik Analisis Data ...................................................................... 34

3.7 Definisi Konsep ............................................................................ 36

DAFTAR PUSTAKA

LAMPIRAN

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