DAFTAR ISI Halaman Judul ……………………………………………………………............ i Halaman Pengesahan ……………………………………………….....................
ii
Halaman Motto dan Persembahan ...………………………………………..........
iii
Halaman Pernyataan ……………………………………………………………... iv Kata Pengantar ………………………………………………………………........ v Daftar Isi ……………………………………………………………..................... vi Daftar Tabel …………………………………………………………...................
vii
Daftar Gambar ……………………………………………………….................... viii Daftar Grafik ………………………………………………….............................. ix Daftar Lampiran ..................................................................................................... x Abstract ………………………………………………………………….............. xi Abstraksi .........…………………………………………………...........................
xii
Intisari ....................................................................................................................
xiii
BAB I PENDAHULUAN 1.1 Latar Belakang Masalah ……………………………………………….
1
1.2 Rumusan Masalah ……………………………………………………... 13 1.3 Tujuan Penelitian ……………………………………………………… 14 1.4 Manfaat Penelitian ……………………………………………….......... 14 BAB II KAJIAN PUSTAKA 2.1 Kualitas Pelayanan …………………………………………………..... 16 2.1.1
Kualitas Pelayanan Dalam Islam ……………………............. 17
2.1.2
Dimensi Kualitas Pelayanan Islam ……….............................. 18
2.2. Layanan Bimbingan Kerohanian Islam ……………………………… . 22 2.3. Kepuasan …………………………………………………………….... 25 2.3.1
Kepuasan Dalam Pandangan Islam …………………………. 26
2.3.2
Faktor-Faktor yang Mempengaruhi Kepuasan ……………...
2.3.3
Kepuasan Kaffah ……………………………………………. 28
26
2.4 Loyalitas Pelanggan ……………………………….............................. 30 2.4.1
Loyalitas Pelanggan Dalam Islam …………………………... 32
2.5 Pengembangan Hipotesis ……………………………………………... 32
2.5.1 Pengaruh Kualitas Pelayanan Islam Terhadap Kepuasan …...
32
2.5.2 Pengaruh Layanan Kerohanian Islam Terhadap Kepuasan …
34
2.5.3 Pengaruh Kualitas Pelayanan Islam Terhadap Loyalitas ……
34
2.5.4 Pengaruh Layanan Rohani Terhadap Loyalitas ……………..
35
2.5.5 Pengaruh Kepuasan Terhadap Loyalitas …………………… . 36 2.6 Kerangka Pemikiran Teoritis ……………………………………………..
37
BAB III METODE PENELITIAN 3.1 Jenis Penelitian ………………………………………………...............
39
3.2 Populasi dan Sampel …………………………………………………... 39 3.3 Sumber dan Metode Pengumpulan Data ………………………………
40
3.4 Instrumen Penelitian …………………………………………............... 41 3.5 Variabel dan Indikator ………………………………………………… 41 3.6 Definisi Operasional Variabel dan Indikator ………………….............. 42 3.5 Teknik Analisis Data ……………………………………......................
43
3.5.1 Uji Validitas …………………………………...........................
43
3.5.2 Uji Reliabilitas ………………………………………………...
44
3.5.3 Uji Asumsi Klasik …………………………………………….. 45 3.5.4 Analisis Regresi Linier Berganda ……………………………..
48
3.5.5 Uji T ………………………………………………………….. . 49 3.5.6 Uji Adjusted R Square ……………………………………….... 50 3.5.7 Analisis Jalur ………………………………………………….. 50 BAB IV HASIL DAN PEMBAHASAN 4.1 Deskripsi Responden .............................................................................. 51 4.1.1 Berdasarkan jenis kelamin .........................................................
52
4.1.2 Berdasarkan usia ........................................................................
53
4.1.3 Berdasarkan jenis pekerjaan ....................................................... 54 4.2 Deskripsi Variabel .................................................................................. 55 4.2.1 Islamic Service Quality ……………………………………...... 55 4.2.2 Layanan Rohani ……………………………………………….
57
4.2.3 Kepuasan Kaffah ………………………………………............ 59 4.2.4 Loyalitas Pasien ……………………………………………….
60
4.3 Analisis Data ........................................................................................... 62 1. Uji Validitas Data ............................................................................ 62 2. Uji Reliabilitas ................................................................................. 64 3. Uji Asumsi Klasik ........................................................................... 65 a. Uji Normalitas ............................................................................
65
b. Uji Multikolinieritas ................................................................... 66 c. Uji Heteroskedasitas ................................................................... 67 d. Uji autokorelasi ..........................................................................
68
4.4 Uji Hipotesis ........................................................................................... 69 1. Regresi Linier Berganda .................................................................. 69 2. Uji Koefisien Determinasi (R2) ....................................................... 71 3. Uji T ................................................................................................
73
4. Path Analysis ................................................................................... 76 4.5 Pembahasan ............................................................................................. 79 1. Islamic Service Quality Berpengaruh Positif dan Signifikan Terhadap Kepuasan Kaffah ………..................................................... 79 2. Layanan Rohani Berpengaruh Signifikan Terhadap Kepuasan Kaffah ………...................................................................................... 80 3. Islamic Service Quality berpengaruh Positif Terhadap Loyalitas Pasien ................................................................................................... 83 4. Layanan Rohani berpengaruh Positif Terhadap Loyalitas ................... 84 5. Kepuasan Kaffah Berpengaruh Positif Terhadap Loyalitas ................. 85 BAB V PENUTUP 5.1. Kesimpulan ............................................................................................ 87 5.2. Saran ...................................................................................................... 89 5.3. Keterbatasan Penelitian ......................................................................... DAFTAR PUSTAKA LAMPIRAN
90
DAFTAR TABEL
Tabel 1.1
: Harga dan Fasilitas di RSI Sultan Agung ..................................... 8
Tabel 1.2
: Pasien Rawat Inap RSI Sultan Agung .......................................... 11
Tabel 1.3
: Pasien Rawat Inap RSI Sultan Agung .......................................... 13
Tabel 3.1
: Variabel dan indikator .................................................................. 42
Tabel 4.1
: Sampel setiap ruang ...................................................................... 51
Tabel 4.2
: Deskripsi Responden Berdasarkan Jenis Kelamin ....................... 52
Tabel 4.3
: Deskripsi Responden Berdasarkan usia ........................................ 53
Tabel 4.4
: Deskripsi Responden Berdasarkan pekerjaan ..............................
Tabel 4.5
: Tanggapan Responden terhadap variable X1 ............................... 56
Tabel 4.6
: Tanggapan Responden terhadap variable X2 ............................... 57
Tabel 4.7
: Tanggapan Responden terhadap variable Y1 ............................... 59
Tabel 4.8
: Tanggapan Responden terhadap variable Y2 ............................... 61
Tabel 4.9
: Hasil uji validitas data .................................................................. 63
Tabel 4.10
: Hasil uji reliabilitas data ............................................................... 64
Tabel 4.11
: Hasil Uji Multikolinieritas ............................................................ 66
Tabel 4.12
: Hasil Uji Autokorelasi .................................................................. 68
Tabel 4.13
: Hasil Regresi Linier Berganda 1 .................................................. 69
Tabel 4.14
: Hasil Regresi Linier Berganda 2 .................................................. 70
Tabel 4.15
: Hasil Uji Koefisien Determinasi 1 ...............................................
71
Tabel 4.16
: Hasil Uji Koefisien Determinasi 2 ...............................................
72
Tabel 4.17
: Hasil Uji T 1 ................................................................................. 73
Tabel 4.18
: Hasil Uji T 2 ................................................................................. 74
Tabel 4.19
: Hasil Path Analysis Persamaan Pertama ……………………….. 76
Tabel 4.20
: Hasil Path Analysis Persamaan Kedua …………………………. 76
Tabel 4.21
: Kesimpulan Regresi Jalur Total ………………………………… 77
Tabel 4.22
: Pengaruh Langsung dan Tidak Langsung ………………………
54
77
DAFTAR GAMBAR
Gambar 2.1
: Model Empirik ......................................................................... 38
Gambar 4.1
: Analisis Jalur ...........................................................................
79
DAFTAR GRAFIK
Grafik 4.1
: Uji Normalitas Data .....................................................................
65
Grafik 4.2
: Uji Heteroskedasitas ..................................................................... 67
DAFTAR LAMPIRAN
Lampiran 1
: Daftar Kuesioner ..........................................................................
92
Lampiran 2
: Pernyataan Kuesioner ..................................................................
93
Lampiran 3
: Surat Izin Penelitian .....................................................................
94
Lampiran 4
: Daftar Kegiatan Penelitian ……………………………………… 95
Lampiran 5
: Tabulasi Data …………………………………………………… 96
Lampiran 6
: SPSS Validitas dan Reliabilitas X1…………..............................
Lampiran 7
: SPSS Validitas dan Reliabilitas X2 …………………………….. 102
Lampiran 8
: SPSS Validitas dan Reliabilitas Y1 …………………………….. 104
Lampiran 9
: SPSS Validitas dan Reliabilitas Y2 …………………………….. 106
100
