LEMBAR JUDULEMBAR
PERSETUJUAN..................................................................................
iKATA
PENGANTAR.................................................................................
iiDAFTAR
ISI.......................................................................................................
iiiBAB I
PENDAHULUAN.............................................................................1A.
Latar
belakang................................................................................1B.
Perumusan
masalah..................................................................................5C.
Tujuan
penelitian..................................................................................5D.
Manfaat
penelitian..................................................................................5E.
Ruang
lingkup..................................................................................6BAB
II LANDASAN
TEORI......................................................................7A.
Rumah
sakit..............................................................................................71.
Pengertian..................................................................................72.
Tugas rumah
sakit......................................................................73.
Fungsi rumah
sakit......................................................................8B.
Persepsi
masyarakat....................................................................101.
Pengertian
persepsi................................................................102.
Proses pembentukan
persepsi...................................................103.
Faktor-faktor yang mempengaruhi
persepsi..............................13C. Kualitas
pelayanan............................................................151.
Kualitas
pelayanan.............................................................152.
Pelayanan
kesehatan.............................................................15a.
Pelayanan kesehatan yang ada di
Indonesia..............................16b. Pelayanan kesehatan di
rumah sakit.......................................16c. Mutu
pelayanan rumah sakit.........................................17d.
Faktor-faktor yang mempengaruhi kepuasan pelanggan........19D.
Kerangka
teori................................................................................19BAB
III KERANGKA KONSEP DAN DEFINISI OPERASIONAL........22A. Kerangka
konsep........................................................................22B.
Definisi
operasional.......................................................................23BAB
IV METODOLOGI
PENELITIAN..................................................26A.
Jenis
penelitian......................................................................26B.
Lokasi dan waktu
penelitian............................................................26C.
Populasi dan
sampel.......................................................................261.
Populasi..................................................................................262.
Sampel...............................................................................27D.
Etika
penelitian......................................................................28E.
Alat dan metode pengumpulan
data...................................................291. Alat
pengumpulan
data...................................................292. Metode
pengumpulan
data...................................................29F. Uji
validitas dan
reabilitas..................................................30G.
Metode analisa
data..................................................301.
Pengolahan dan analisa
data........................................................312.
Univariat
............................................................................................31
