DAFTAR ISI

Halaman
HALAMAN JUDUL LUAR ................................................................................... i
HALAMAN JUDUL DALAM ................................................................................ ii
PERNYATAAN BEBAS PLAGIAT....................................................................... iii
HALAMAN PERSETUJUAN ................................................................................ iv
HALAMAN PENGESAHAN ................................................................................. v
RIWAYAT HIDUP .............................................................................................. vi
MOTTO .................................................................................................................. vii
PERSEMBAHAN .................................................................................................... viii
ABSTRAK ............................................................................................................... ix
ABSTRACT ............................................................................................................. x
KATA PENGANTAR ............................................................................................. xi
DAFTAR ISI ............................................................................................................ xii
DAFTAR TABEL ................................................................................................... xiv
DAFTAR GAMBAR ............................................................................................... xv
DAFTAR LAMPIRAN ........................................................................................... xvi

BAB I PENDAHULUAN
1.1. Latar Belakang ................................................................................. 1
1.2. Identifikasi Masalah ......................................................................... 5
1.3. Rumusan Masalah ............................................................................ 5
1.4. Tujuan Penelitian ............................................................................. 5
1.4.1. Tujuan Umum ...................................................................... 5
1.4.2. Tujuan Khusus....................................................................... 5
1.5 Manfaat Penelitian ........................................................................... 6
1.5.1. Manfaat Teoritis ................................................................... 6
1.5.2. Manfaat Aplikatif.................................................................. 7
1.6 Ruang Lingkup Penelitian ................................................................ 7

BAB II TINJAUAN PUSTAKA

2.1. Pelayanan Keperawatan ................................................................... 8
2.1.1. Pengertian Pelayanan Keperawatan ....................................... 8
2.1.2. Kualitas Pelayanan (Service Equal) ....................................... 10
2.1.3. Aspek Dasar Pelayanan Keperawatan .................................... 13
2.2. Kepuasan Pasien .............................................................................. 16
2.2.1. Pengertian Kepuasan Pasien .................................................. 16
2.2.2. Tingkat Kepuasan Pasien ....................................................... 18
2.2.3. Cara Mengukur Kepuasan Pasien .......................................... 19
2.2.4. Faktor Yang Mempengaruhi Kepuasan Pasien ...................... 21
2.2.5. Indikator Kepuasan Pasien ..................................................... 22
2.2.6. Faktor Ketidakpuasan Pasien ................................................. 24
2.2.7. Manfaat Feedback Kepuasan Pasien ...................................... 25
2.3. Jaminan Kesehatan Nasional ........................................................... 26
2.3.1. Pengertian Jaminan Kesehatan Nasional ................................ 26
2.3.2. Kepesertaan Jaminan Kesehatan Nasional ............................. 26
2.4. Pelayanan Kesehatan Rawat Inap .................................................... 28
2.5. Modifikasi Skala Likert Empat Skala .............................................. 29
2.6. Penelitian Terkait ............................................................................. 30

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 2.7. Kerangka Teori ................................................................................ 31
2.8. Kerangka Konsep ............................................................................. 31
2.9. Hipotesis Penelitian ......................................................................... 32

BAB III METODE PENELITIAN

3.1. Desain Penelitian ............................................................................. 33
3.2. Waktu dan Tempat Penelitian .......................................................... 33
3.3. Subjek Penelitian ............................................................................. 33
3.3.1. Populasi Penelitian ................................................................ 33
3.3.2. Sampel Penelitian .................................................................. 34
3.3.3. Teknik Pengambilan Sampel ................................................. 35
3.4. Kriteria Sampel ................................................................................ 35
3.5. Variabel Penelitian ........................................................................... 36
3.6. Rentang Penilaian ............................................................................ 36
3.7. Definisi Operasional ........................................................................ 37
3.8. Etika Penelitian ................................................................................ 38
3.9. Pengumpulan Data ........................................................................... 40
3.9.1. Metode Pengumpulan Data .................................................... 40
3.9.2. Sumber Data Penelitian........................................................... 41
3.10 Pengolahan Data .............................................................................. 41
3.11. Uji Validitas dan Reliabilitas .......................................................... 42
3.12. Analisis Data .................................................................................. 44

BAB IV HASIL PENELITIAN DAN PEMBAHASAN

4.1. Gambaran Umum Tempat Penelitian ............................................... 46
4.1.1. Sejarah RS Graha Husada ...................................................... 46
4.1.2. Visi dan Misi RS Graha Husada ............................................ 47
4.1.3. Fasilitas RS Graha Husada .................................................... 47
4.2. Hasil Penelitian ................................................................................ 48
4.2.1. Analisis Univariat ................................................................. 48
4.2.2. Analisis Bivariat .................................................................... 51
4.3. Pembahasan ..................................................................................... 56
4.3.1 Analisis Univariat ................................................................... 56
4.3.2 Analisis Bivariat ..................................................................... 61
4.4. Keterbatasan Penelitian .................................................................... 70

BAB V PENUTUP
5.1. Kesimpulan ...................................................................................... 71
5.2. Saran .............................................................................................. 72

DAFTAR PUSTAKA .............................................................................................. 73

LAMPIRAN

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 DAFTAR TABEL

Halaman

Tabel 2.2 Tabel Penelitian Terkait ........................................................................... 30

Tabel 3. Skala Likert .............................................................................................. 36

Tabel 3.1 Definisi Operasional .................................................................................. 37

Tabel 4.5 Distribusi Responden berdasarkan Karakteristik Responden .................... 49

Tabel 4.6 Distribusi Pelayanan Keperawatan berdasarkan 5 Aspek .......................... 50

Tabel 4.7 Distribusi Kepuasan Pasien Rawat Inap Peserta JKN ................................ 51

Tabel 4.8 Hubungan Aspek Penerimaan dengan Kepuasan Pasien ........................... 51

Tabel 4.9 Hubungan Aspek Perhatian dengan Kepuasan Pasien ............................... 52

Tabel 4.10 Hubungan Aspek Komunikasi dengan Kepuasan Pasien ......................... 53

Tabel 4.11 Hubungan Aspek Kerjasama dengan Kepuasan Pasien ........................... 54

Tabel 4.12 Hubungan Aspek Tanggungjawab dengan Kepuasan Pasien ................... 55

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 DAFTAR GAMBAR

Halaman

Gambar 2.1 Konsep Kepuasan Pelanggan ............................................................ 17

Gambar 2.2 Skema Kerangka Teori ..................................................................... 31

Gambar 2.3 Kerangka Konsep Penelitian ............................................................. 31

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 DAFTAR LAMPIRAN

Lampiran 1. SK Pembimbing Skripsi

Lampiran 2. Surat Izin Penelitian

Lampiran 3. Surat Balasan Penelitian

Lampiran 4. Lembar Kendali Bimbingan

Lampiran 5. Informed Consent

Lampiran 6. Lembar Instrumen Penelitian

Lampiran 7. Hasil Uji Validitas dan Reliabilitas

Lampiran 8. Hasil Penelitian

Lampiran 9. Dokumentasi

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