DAFTAR ISI

HALAMAN JUDUL........................................................................................... i
HALAMAN PENGESAHAN............................................................................. ii
DAFTAR ISI....................................................................................................... iii
DAFTAR TABEL............................................................................................... iv
DAFTAR GAMBAR.......................................................................................... v

BAB 1 PENDAHULUAN.................................................................................. 1
1.1 Latar Belakang.................................................................................. 1
1.2 Rumusan Masalah............................................................................. 9
1.3 Tujuan Penelitian.............................................................................. 10
1.4 Manfaat Penelitian............................................................................ 10

BAB 2 KAJIAN PUSTAKA DAN KERANGKA PEMIKIRAN...................... 12

2.1 Penelitian Terdahulu......................................................................... 12
2.2 Kajian Pustaka................................................................................... 16
2.2.1 Konsep Administrasi Publik...................................................... 14
2.2.2 Konsep Kualitas......................................................................... 26
2.2.3 Konsep Kepuasan dan Ketidakpuasan....................................... 31
2.2.4 Hubungan Kualitas Pelayanan dengan Kepuasan Pasien.......... 38
2.3 Kerangka Pemikiran

BAB 3 METODE PENELITIAN....................................................................... 43

3.1 Jenis Penelitian dan Tipe Penelitian.................................................. 43
3.2 Waktu dan Lokasi Penelitian............................................................. 43
3.3 Populasi, Sampel, dan Teknik Pengumpulan Sampel....................... 44
3.3.1 Populasi................................................................................... 44
3.3.2 Sampel..................................................................................... 44
3.3.3 Teknik Pengumpulan Sampel................................................. 45
3.4 Operasional Variabel......................................................................... 45
3.5 Jenis dan Sumber Data...................................................................... 47
3.6 Teknik Pengumpulan Data................................................................ 47
3.7 Instrumen Penelitian.......................................................................... 47
3.8 Teknik Analisis Data......................................................................... 48

LAMPIRAN
DAFTAR RUJUKAN

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