DAFTAR ISI

HALAMAN JUDUL ..................................................................................... i

KATA PENGANTAR ................................................................................... ii
DAFTAR ISI .................................................................................................. iii

BAB I Pendahuluan ....................................................................................... 1

1.1 Latar Belakang ............................................................................... 1
1.2 Identifikasi Masalah……………………………………………… 5
1.3 Batasan Masalah…………………………………………………. 5
1.4 Rumusan Masalah .......................................................................... 5
1.5 Tujuan Penelitian ........................................................................... 6
1.6 Manfaat Penelitian ......................................................................... 6
BAB II Tinjauan Pustaka
2.1 Landasan Teori………………………………………………… ... 7
2.1.1 Loyalitas Pelanggan…………………………………………… 7
2.1.2 Kepuasan Pelanggan ................................................................... 12
2.1.3 Citra Rumah Sakit ....................................................................... 16
2.2 Penelitian Terdahulu ...................................................................... 18
2.5 Kerangka Pemikiran Penelitian ...................................................... 19
2.3.1 Hubungan antara Citra Rumah Sakit dan Kepuasan Pasien ....... 19
2.3.2 Hubungan antara Kepuasan Pasien dan loyalitas Pasien ............ 19
2.3.3 Hubungan antara Citra Rumah Sakit dan loyalitas Pasien .......... 20
2.4 Paradigma Peneiltian ...................................................................... 20
2.5 Hipotesis Penelitian........................................................................ 21

BAB III Metodelogi Penelitian

3.1 Desain Penelitian ............................................................................ 22
3.2 Populasi dan Sampel Penelitian…………………………………. 22
3.3 Teknik Pengumpulan Data ............................................................. 23
3.4 Tempat dan Waktu Penelitian ........................................................ 24
3.5 Definisi Operasional Variabel ........................................................ 25
3.6 Uji Coba Instrumen ........................................................................ 27
3.7 Teknik Analisis Data …………………………………………… . 28

DAFTAR PUSTAKA .................................................................................... 31

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