DAFTAR ISI

Daftar Isi ....................................................................................................... i

Daftar Gambar .............................................................................................. iii
Daftar Lampiran ............................................................................................ iv
BAB 1 Pendahuluan .................................................................................... 1
1.1. Latar Belakang ........................................................................... 1
1.2. Rumusan Masalah ...................................................................... 8
1.3. Tujuan Penelitian ....................................................................... 9
1.4. Manfaat Penelitian ..................................................................... 11
BAB 2 Tinjauan Pustaka ............................................................................ 13
2.1. Kepuasan Pasien ........................................................................ 13
2.1.1. Perngertian Kepuasan Pasien .......................................... 13
2.1.2. Dimensi Kepuasan Pasien ............................................... 18
2.2. Mutu Pelayanan Kesehatan ........................................................ 20
2.2.1. Definisi Mutu Pelayanan ................................................. 22
2.2.2. Faktor-faktor yang memengaruhi Harapan/Ekspektasi
Pelanggan/Pasien ............................................................ 23
2.2.3. Dimensi Mutu Pelayanan ................................................ 24
2.3. Rumah Sakit ............................................................................... 31
2.3.1. Pengertian Rumah Sakit .................................................. 31
2.3.2. Klasifikasi Rumah Sakit ................................................. 32
2.3.3. Standar Pelayanan Rumah Sakit ..................................... 33
2.3.4. Kewajiban Rumah Sakit ................................................. 34
2.4. Kerangka Konsep ....................................................................... 37
BAB 3 Metode Penelitian ........................................................................... 38
3.1. Desain Penelitian .................................................................... 38
3.2. Tempat dan Waktu Penelitian ................................................. 38
3.3. Populasi dan Sampel ............................................................... 38
3.4. Kriteria Inklusi ........................................................................ 38
3.5. Kriteria Eksklusi ..................................................................... 39
3.6. Besar Sampel .......................................................................... 39

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 3.7. Teknik Pengambilan Sampel ………………………………... 40
3.8. Definisi Operasional ............................................................... 40
3.9. Variabel Penelitian .................................................................. 47
3.10. Etika Penelitian ....................................................................... 48
3.11. Alat Pengumpulan Data .......................................................... 49
3.12. Prosedur Pengumpulan Data.................................................... 49
3.13. Instrumen Penelitian ............................................................... 50
3.14. Pengukuran Validitas Kuisioner ............................................. 50
3.15. Metoda Pengukuran Realibilitas Kuisioner............................. 51
3.16. Pengolahan Data ..................................................................... 51
3.17. Analisis Data ........................................................................... 52
DAFTAR PUSTAKA

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 DAFTAR GAMBAR

Gambar 2.1 Kerangka Konsep …………………………………………… 37

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 DAFTAR LAMPIRAN

Lampiran 1 Surat Pernyataan Persetujuan (informed concent)

Lampiran 2 Kuesioner
Lampiran 3 Dummy Tabel

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