DAFTAR ISI

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

HALAMAN PERSETUJUAN.......................................................................................................ii

KATA PENGANTAR.....................................................................................................................iii

DAFTAR ISI..................................................................................................................................iv

BAB I PENDAHULUAN

A. Latar Belakang.....................................................................................................................1
B. Rumusan Masalah................................................................................................................7
C. Tujuan Penelitian.................................................................................................................7
D. Manfaat Penelitian...............................................................................................................7

BAB II KAJIAN PUSTAKA

A. Konsep Kinerja Karyawan ................................................................................................9

1. Pengertian Kinerja Karyawan......................................................................................9
2. Manfaat dan Tujuan Kinerja Karyawan.......................................................................10
3. Jenis-jenis Kinerja Karyawan......................................................................................11
4. Faktor-faktor yang mempengaruhi Kinerja Karyawan.................................................12
5. Indikator Kinerja Karyawan ........................................................................................15
B. Pelayanan Publik ...............................................................................................................16
1. Pengertian Pelayanan Publik .......................................................................................16
2. Prinsip-Prinsip Pelayanan Publik.................................................................................17
3. Asas-Asas Pelayanan Publik........................................................................................18
4. Kualitas Pelayanan Publik...........................................................................................18
5. Hakikat Pelayanan Publik............................................................................................20
6. Kepuasan Pelanggan....................................................................................................21
7. Unsur-Unsur Kualitas Pelayanan Publik.....................................................................22
C. Konsep Transportasi...........................................................................................................24
1. Pengertian Transportasi...............................................................................................24
2. Pengelolaan Transportasi.............................................................................................27
a. Konsep Peranan Pemerintah Dalam Bidang Transportasi ..........................28

b. Konsep Damri...............................................................................................29
 D. Kerangka Pikir...................................................................................................................32

BAB III METODE PENELTIAN

A. Lokasi Penelitian..................................................................................................................35
B. Teknik Pengumpulan Data.........................................................................................35
C. Populasi dan Sampel..................................................................................................36
D. Teknik Analisis Data..................................................................................................37
E. Defenisi Operasional..................................................................................................38

BAB IV HASIL DAN PEMBAHASAN

A. Gambaran Umum Lokasi Penelitian....................................................................................40

1. Visi dan Misi Perum Damri Kota Kendari.........................................................40
2. Struktur Organisasi Perusahaan Umum (Perum) Damri Kantor Cabang............42
B. Hasil Penelitian..........................................................................................................42

1. Karakteristik Responden......................................................................................42

2. Analisis Univariat................................................................................................44

a. Pengaruh Kinerja Karyawan PT Damri Kota Kendari..................................44

b. Pelayanan Transportasi Umum Perum Damri Kota Kendari.........................52

c. Transportasi Bus Damri yang Terdapat di Perum Damri Kota Kendari........59

C. Pembahasan................................................................................................................66

BAB V PENUTUP

A. Kesimpulan................................................................................................................69

B. Saran..........................................................................................................................69

DAFTAR PUSTAKA

LAMPIRAN