DAFTAR ISI

KATA PENGANTAR....................................................................................i
DAFTAR ISI...................................................................................................iv
BAB 1 PENDAHULUAN
1.1 Latar Belakang..................................................................................1
1.2 Rumusan Masalah.............................................................................12
1.3 Tujuan Penelitian...............................................................................13
1.4 Manfaat Penelitian.............................................................................14
BAB 2 TINJAUAN PUSTAKA
2.1 Kajian Kepuasan Pasien....................................................................15
2.1.1 Definisi Kepuasan........................................................................15
2.1.2 Jenis dan Dimensi Kepuasan.......................................................18
2.1.3 Indikator Kepuasan......................................................................19
2.1.4 Faktor yang Mempengaruhi Kepuasan........................................20
2.2 Badan Penyelenggaraan Jaminan Sosial...........................................24
2.2.1 Definisi BPJS...............................................................................24
2.2.2 Hak dan Kewajiban Peserta BPJS................................................26
2.2.3 Manfaat Program BPJS................................................................27
2.2.4 Prosedur Pelayanan BPJS............................................................28
2.2.5 Pelayanan Kesehatan yang dijamin dan tidak dijamin................30
2.2.6 Sistem Rujukan BPJS..................................................................33
2.3 Rawat Jalan.......................................................................................35
2.4 Rumah Sakit......................................................................................36
2.5 Dimensi Kualitas Pelayanan..............................................................38
2.6 Kerangka Teori..................................................................................41
2.7 Kerangka Konsep..............................................................................42
2.8 Hipotesis............................................................................................43
BAB 3 METODE PENELITIAN
3.1 Desain Penelitian...............................................................................44
3.2 Populasi dan Sampel.........................................................................44
 3.3 Lokasi dan Waktu .............................................................................46
3.4 Sumber Data......................................................................................46
3.5 Definisi Operasional..........................................................................48
3.6 Pengolahan Data................................................................................50
3.7 Analisa Data......................................................................................51
DAFTAR PUSTAKA......................................................................................52