DAFTAR ISI

Halaman

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

LEMBAR PERNYATAAN .................................................................................. ii

LEMBAR PERSETUJUAN.................................................................................. iii

LEMBAR PENGESAHAN .................................................................................. iv

KATA PENGANTAR .......................................................................................... v

DAFTAR ISI ......................................................................................................... viii

DAFTAR TABEL ................................................................................................. x

DAFTAR SKEMA ................................................................................................ xi

DAFTAR LAMPIRAN ........................................................................................ xii

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

A. LatarBelakang .................................................................................... 1
B. Rumusan Masalah .............................................................................. 7
C. Tujuan Penelitian................................................................................ 7
D. Manfaat Penelitian.............................................................................. 7
E. Keasilan Penelitian ............................................................................. 9

BAB II TINJAUAN PUSTAKA........................................................................... 12

A. Telaah Pustaka.................................................................................... 12
1. Badan penyelenggara jaminan sosial sosial (BPJS) ..................... 12
2. Peserta Bukan PBI (Penerima bantuan Iuran) .............................. 13
3. Wewenang .................................................................................... 22
4. Prinsip BPJS ................................................................................. 24
5. Pelayanan Kesehatan BPJS .......................................................... 24
6. Tata Cara Sistem Rujukan Berjenjang ......................................... 25
7. Teori Kualitas Pelayanan ............................................................. 31

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 8. Teori Kepuasan ............................................................................ 39
B. Landasan Teori Kepuasan .................................................................. 49
C. Kerangka Konsep Teori ..................................................................... 52
D. Kerangka Konsep Penelitian .............................................................. 53
E. Hipotesis ............................................................................................. 54

BAB III METODOLOGI PENELITIAN.............................................................. 55

A. Jenis dan Rancangan Penelitian .......................................................... 55

B. Tempat dan Waktu Penelitian ............................................................. 55
C. SubjekPenelitian ................................................................................. 55
1. Populasi ......................................................................................... 55
2. Sampel .......................................................................................... 57
3. Teknik Sampling ........................................................................... 57
D. Variabel Penelitian .............................................................................. 57
E. Definisi Operasional ........................................................................... 58
F. Instrumen Penelitian ........................................................................... 59
G. Uji Validitas dan Reliabilitas .............................................................. 61
H. Teknik Pengumpulan Data.................................................................. 63
1. Tahap PersiapanPengumpulan Data ............................................. 63
2. Tahap Pengumpulan Data ............................................................. 63
I. Jalannya Penelitian ............................................................................. 64
J. Cara Analisa Data ............................................................................... 65
K. Analisis Data ....................................................................................... 67
L. EtikaPenelitian .................................................................................... 70

DAFTAR PUSTAKA
LAMPIRAN

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