DAFTAR ISI

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

KATA PENGANTAR ....................................................................................................ii
DAFTAR ISI ................................................................................................................ iii

BAB I PENDAHULUAN
1.1 Latar Belakang Masalah .......................................................................................1
1.2 Rumusan Masalah................................................................................................7
1.3 Tujuan Penelitian..................................................................................................8
1.4 Manfaat Penelitian................................................................................................8

BAB II KERANGKA DASAR TEORI

2.1 Teori dan Konsep...............................................................................................10
2.1.1 Kinerja......................................................................................................11
2.1.1.1 Pengertian Kinerja..........................................................................12
2.1.1.2 Indikator Kinerja.............................................................................13
2.1.1.3 Faktor-faktor yang mempengaruhi kinerja.....................................16
2.2 Pengertian Aparatur Sipil Negara.......................................................................19
2.3 Pelayanan Publik................................................................................................21
2.3.1 Pengertian Pelayanan Publik....................................................................21
2.3.2 Bentuk-bentuk Pelayanan Publik..............................................................23
2.3.3 Asas-asas Pelayanan Publik......................................................................24
2.3.4 Prinsip-prinsip Pelayanan Publik..............................................................27
2.3.5 Standar Pelayanan Publik.........................................................................30
2.3.6 Kualitas Pelayanan Publik........................................................................31
2.4 Definisi Konsepsional . ......................................................................................33

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BAB III METODOLOGI PENELITIAN
3.1 Jenis Penelitian...................................................................................................34
3.2 Fokus Penelitian.................................................................................................34
3.3 Sumber Data.......................................................................................................35
3.4 Teknik Pengumpulan Data.................................................................................37
3.5 Teknik Analisis Data..........................................................................................40

DAFTAR PUSTAKA