DAFTAR ISI

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

LEMBAR PENGESAHAN ........................................................................... ii

PERNYATAAN KEASLIAN ....................................................................... iii

PERSETUJUAN PUBLIKASI ..................................................................... iv

PERSEMBAHAN........................................................................................... v

ABSTRAK ...................................................................................................... vi

ABSTRACK ................................................................................................... vii

KATA PENGANTAR ................................................................................... viii

DAFTAR ISI .................................................................................................. x

DAFTAR TABEL .......................................................................................... xiv

DAFTAR GAMBAR ..................................................................................... xv

DAFTAR NOTASI/SIMBOL ....................................................................... xvii

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

A. Latar Belakang...................................................................................... 1

B. Rumusan Masalah................................................................................. 6

C. Tujuan Penelitian ................................................................................. 6

D. Kegunaan Penelitian ............................................................................ 7

BAB II LANDASAN TEORI ........................................................................ 8

A. Tinjauan Penelitian Relevan ................................................................ 8

B. Tinjauan Teori ..................................................................................... 9

1. Kualitas ............................................................ 9

2. Kualitas Layanan ............................................. 10

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 3. Jasa ................................................................... 11

4. Kualitas Pelayanan Jasa ................................... 11

5. Karakteristik Jasa ............................................. 14

6. Dimensi Kualitas Pelayanan ............................ 15

7. Kualitas Pelayanan Jasa Menurut Islam .......... 19

8. Kepuasan Konsumen ....................................... 20

C. Kerangka Pikir ..................................................................................... 23

D. Hipotesis .............................................................................................. 25

BAB III METODE PENELITIAN ............................................................... 27

A. Pendekatan dan Jenis Penelitian .......................................................... 27

B. Lokasi dan Waktu Penelitian ............................................................... 27

C. Populasi dan Sampel ............................................................................ 28

1. Populasi ............................................................ 28

2. Sampel ............................................................. 28

D. Teknik Pengumpulan dan Pengelolahan Data ..................................... 29

1. Teknik Pengumpulan Data .............................. 29

2. Observasi ......................................................... 29

3. Kuesioner (Angket) ......................................... 30

E. Definisi Operasional Variabel ............................................................. 30

1. Kualitas Pelayanan ........................................... 30

2. Kepuasan Konsumen ....................................... 31

F. Instrumen Pengumpulan Data .............................................................. 31

G. Teknik Analisis Data ........................................................................... 32

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 1. Uji Prasyarat .................................................... 32

a. Uji Validasi .......................................... 32

b. Uji Reliabilitas ..................................... 33

c. Uji Normalitas ..................................... 33

2. Uji Hipotesis .................................................... 34

a. Uji T-Test One Sample ........................ 34

b. Korelasi Pearson Product Moment ...... 36

c. Uji Koefisien Determinasi ................... 36

d. Analisis Regresi Sederhana ................. 37

BAB IV HASIL PENELITIAN DAN PEMBAHASAN ............................. 39

A. Deskripsi Hasil Penelitian .................................................................... 39

1. Identifikasi Responden .................................... 39

2. Deskripsi Variabel Penelitian ......................... 42

B. Pengujian Persyaratan Analisis Data ................................................... 48

1. Uji Validasi ...................................................... 48

2. Uji Rehabilitas ................................................. 50

3. Uji Normalitas ................................................. 52

C. Pengujian Hipotesis ............................................................................. 54

1. Uji One Sample T Test .................................... 56

a. Kualitas Layanan (X) ........................... 56

b. Kepuasan Pasien .................................. 57

2. Korelasi Pearson Product Moment .................. 59

3. Uji Regresi Linear Sederhana .......................... 60

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 4. Analisis Koefisien Determinasi ....................... 61

D. Pembahasan Hasil Penelitian ............................................................... 62

1. Kualitas Pelayanan di Apotek Aulia Farma ..... 62

2. Kepuasan Pasien Apotek Aulia Farma ............ 63

3. Hubungan Kualitas Pelayanan dengan Kepuasan

Pasien ......................................................................63

4. Pengaruh Kualitas Pelayanan dengan Kepuasan

Pasien .....................................................................65

E. Tinjauan Ekonomi Syariah Terhadap Hasil Penelitian ........................ 67

BAB V PENUTUP.......................................................................................... 73

A. Simpulan .............................................................................................. 73

B. Saran..................................................................................................... 74

DAFTAR PUSTAKA...................................................................................... 75

LAMPIRAN

RIWAYAT HIDUP

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