DAFTAR ISI

KATA PENGANTAR
DAFTAR ISI
DAFTAR GAMBAR.....................................................................................vii
DAFTAR RUMUS
BAB IPENDAHULAN
1.1 Latar Belakang
1.2 Rumusan Masalah
1.3 Tujuan Penelitian
1.4 Manfaat Penelitian
1.5 Batasan Masalah dan Asumsi
1.5.1 Batasan Masalah
1.5.2 Asumsi

BAB II TINJAUAN KEPUSTAKAAN

2.1 Landasan Teori5
2.1.1 Pengertian Jasa...............................................................5
2.1.2 Karakteristik Jasa...........................................................5
2.1.3 Kualitas Pelayanan ........................................................6
2.1.3.1 Pengertian Kualitas ...........................................6
2.1.3.2 Pengertian Pelayanan.........................................6
2.1.3.3 Kualitas Pelayanan ............................................7
2.1.3.4 Unsur-Unsur Kualitas Pelayanan.......................8
2.1.3.5 Dimensi Kualitas Pelayanan.............................10
2.1.4 Pelayanan Kesehatan....................................................13
2.1.5 Karakteristik Pelayanan Kesehatan..............................14
2.1.6 Kepuasan Konsumen....................................................18
2.1.6.1 Pengertian Kepuasan Konsumen......................18
2.1.6.2 Konsep Kepuasan Konsumen...........................20
2.1.7 Gambaran Umum Profil Puskesmas Muara Satu.........20
2.1.7.1 Visi Puskesmas Muara Satu.............................21
2.1.7.2 Misi Puskesmas Muara Satu............................22
2.1.7.3 Tujuan Puskesmas Muara Satu........................22
2.1.8 Metode Importance Performance Analysis (IPA)
dan Potential Gain in Customer Value (PGCV).........22
2.1.8.1 Metode Importance Performance Analysis
(IPA).................................................................22
2.1.8.2 Tingkat Kesesuaian..........................................24
2.1.8.3 Diagram Kartesius............................................25
2.1.8.4 Metode Potential Gain in Customer Value
(PGCV).............................................................26
2.1.9 Teknik Pengujian Instrumen..........................................28
2.1.9.1 Uji Validitas.....................................................28
2.1.9.2 Uji Reliabilitas..................................................28

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 2.1.9.3 Skala Likert......................................................29
2.2 Penelitian Sebelumya31

BAB III METODOLOGI PENELITIAN

3.1 Tempat dan Waktu Penelitian36
3.2 Jenis dan Sumber Data36
3.3 Populasi dan Sampel.............................................................36
3.3.1 Populasi........................................................................36
3.3.2 Sampel..........................................................................37
3.4 Teknik Pengumpulan Data....................................................37
3.5 Definisi Variabel Operasional...............................................38
3.6 Metode Analisis Data............................................................39
3.7 Diagram Alir Penelitian........................................................41

BAB IV HASIL PENELITIAN DAN PEMBAHASAN

4.1 Hasil Penelitian43
4.1.1 Pengumpulan Data.......................................................43
4.1.2 Pengolahan Data4
4.1.2.1 Uji Validitas....................................................44
4.1.2.2 Uji Reliabilitas................................................46
4.1.2.3 Analisis Importance Performance Analysis
(IPA).................................................................47
4.1.2.4 Analisis Potential Gain in Customer Value
(PGCV).............................................................56
4.2 Pembahasan...........................................................................57
4.2.1 Analisis Importance Performance Analysis (IPA).......57
4.2.2 Analisis Potential Gain in Customer Value (PGCV)...59
4.2.3 Analisis Rancangan Perbaikan Kualitas Pelayanan.....59

BAB V KESIMPULAN DAN SARAN

5.1 Kesimpulan61
5.2 Saran

DAFTAR PUSTAKA
LAMPIRAN

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 DAFTAR TABEL

Tabel Hal
4.1 Karakteristik Responden43
4.2 Hasil Perhitungan Validitas Data dengan Menggunakan SPSS44
4.3 Hasil Perhitungan Uji Reliabilitas Tingkat Kinerja dan Tingkat
Harapan dengan Menggunakan SPSS
4.4 Hasil Perhitungan Tingkat Kesesuaian47
4.5 Keputusan Hold (H) dan Action (A)48
4.6 Hasil Perhitungan Skor Rata-rata Tingkat Kinerja dan Tingkat
Harapan50
4.7 Perhitungan Rata-rata Tingkat Kinerja dan Tingkat Harapan52
4.8 Atribut-Atribut dalam Kuadran I.........................................................53
4.9 Atribut-Atribut dalam Kuadran II.......................................................54
4.10 Atribut-Atribut dalam Kuadran III......................................................55
4.11 Atribut-Atribut dalam Kuadran IV......................................................55
4.12 Hasil Perhitungan Indeks PGCV.........................................................56
4.13 Urutan Prioritas Perbaikan Atribut-atribut Kuadran I Berdasarkan
Perhitungan PGCV..............................................................................59

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 DAFTAR GAMBAR

Gambar Hal
2.1 Konsep Kepuasan Konsumen19
2.2 Diagram Kartesius25
3.1 Tahapan Penelitian

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 DAFTAR RUMUS

Rumus Hal
2.1 Skor Rata-Rata Tingkat Pelaksanaan (Kinerja)24
2.2 Skor Rata-Rata Tingkat Kepentingan (Harapan)

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