Daftar Isi.docx

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DAFTAR ISI Kata Pengantar ...................................................................................... i Daftar Isi ................................................................................................ v Intisari ................................................................................................... vii Daftar Tabel .......................................................................................... viii Daftar Gambar ....................................................................................... x Daftar Lampiran .................................................................................... xi BAB I PENDAHULUAN .......................................................................... 1 A. Latar Belakang ........................................................................... 1 B. Pokok Permasalahan ................................................................ 11 C. Tujuan Penelitian ...................................................................... 11 D. Manfaat Penelitian .................................................................... 11 BAB II TINJAUAN PUSTAKA ................................................................ 13 A. TinjauanTeori ............................................................................. 13 1. Pelayanan Publik .................................................................. 13 2. Pelayanan Kesehatan ........................................................... 19 3. Kualitas Pelayanaan Rumah Sakit ........................................ 22 4. Kepuasan Pasien .................................................................. 36 5. Indikator Kepuasan Pasien Rumah Sakit ............................. 39 B. Hasil Penelitian yang Relevan .................................................... 52 C. Defenisi Operasional Variabel ................................................... 55 D. Kerangka Pikir ............................................................................ 58 E. Pertanyaan Penelitian ................................................................ 59 BAB III METODOLOGI PENELITIAN .................................................... 60 A. Metode Penelitian ...................................................................... 60 B. Desain Penelitian ....................................................................... 60 C. Populasi dan Sampel ................................................................. 61 D. Teknik dan Instrumen Pengumpulan Data ................................. 62 E. Teknik Pengolahan dan Analisis Data ........................................ 63 1

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BAB IV HASIL PENELITIAN DAN PEMBAHASAN ............................... 66 A. Gambaran Umum Lokasi Penelitian .......................................... 65 B. Gambaran Ketenagaan Sarana dan Prasarana Rumah Sakit .... 66 C. Karakteristik Responden ............................................................ 70 D. Kepuasan terhadap Akses Layanan Kesehatan ........................ 72 E. Kepuasan terhadap Mutu Layanan Kesehatan ......................... 84 F. Kepuasan terhadap Proses Layanan Kesehatan ....................... 96 G. Kepuasan terhadap Sistem Layanan Kesehatan ...................... 113 H. Hasil Analisis Data dan Pembahasan ....................................... 135 BAB V PENUTUP ................................................................................ 141 A. Kesimpulan ............................................................................... 147 B. Saran ......................................................................................... 148 DAFTAR PUSTAKA ............................................................................. 150 Lampiran

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