DAFTAR ISI
Halaman JUDUL .........................................................................................................
i
PENGESAHAN SKRIPSI.............................................................................
ii
PENGESAHAN SKRIPSI .................................................................................
iii
PERNYATAAN KEASLIAN SKRIPSI ........................................................
iv
ABSTRAK....................................................................................................
v
MOTTO DAN PERSEMBAHAN .................................................................
vii
KATA PENGANTAR...................................................................................
viii
DAFTAR ISI ................................................................................................
x
DAFTAR TABEL........................................................................................
xi
DAFTAR GAMBAR ....................................................................................
xiv
BAB IPENDAHULUAN 1.1 Latar Belakang Penelitian ..................................................................
1
1.2 Rumusan Masalah .............................................................................
6
1.3 Tujuan Peneltian................................................................................
7
1.4 Keguanaan Peneltian .........................................................................
7
1.4.1 Kegunaan teoritis ...................................................................
7
1.4.2 Kegunaan Praktis ...................................................................
8
BAB IITINJAUAN PUSTAKA 2.1 Telaah Pustaka...................................................................................
9
2.1.1 kualitas Layanan .......................................................................
9
2.1.2 Dimensi Kualitas Jasa ..............................................................
14
2.1.3 Kualitas Layanan Personal ........................................................
16
2.1.4 Kualitas Layanan Phisik...........................................................
20
2.1.5 Kepuasan .................................................................................
22
2.1.6 Minat Kunjungan Ulang............................................................
27
2.2 Pengaruh Antar Variabel....................................................................
30
2.2.1 Kualitas Layanan Personal, Kepuasan dan Minat Beli Ulang.....
30
2.2.2 Kualitas Layanan Phisik, Kepuasan dan Minat Beli Ulang ........
32
x
DAFTAR ISI
Halaman JUDUL .........................................................................................................
i
PENGESAHAN SKRIPSI.............................................................................
ii
PENGESAHAN SKRIPSI .................................................................................
iii
PERNYATAAN KEASLIAN SKRIPSI ........................................................
iv
ABSTRAK....................................................................................................
v
MOTTO DAN PERSEMBAHAN .................................................................
vii
KATA PENGANTAR...................................................................................
viii
DAFTAR ISI ................................................................................................
x
DAFTAR TABEL........................................................................................
xi
DAFTAR GAMBAR ....................................................................................
xiv
BAB IPENDAHULUAN 1.1 Latar Belakang Penelitian ..................................................................
1
1.2 Rumusan Masalah .............................................................................
6
1.3 Tujuan Peneltian................................................................................
7
1.4 Keguanaan Peneltian .........................................................................
7
1.4.1 Kegunaan teoritis ...................................................................
7
1.4.2 Kegunaan Praktis ...................................................................
8
BAB IITINJAUAN PUSTAKA 2.1 Telaah Pustaka...................................................................................
9
2.1.1 kualitas Layanan .......................................................................
9
2.1.2 Dimensi Kualitas Jasa ..............................................................
14
2.1.3 Kualitas Layanan Personal ........................................................
16
2.1.4 Kualitas Layanan Phisik...........................................................
20
2.1.5 Kepuasan .................................................................................
22
2.1.6 Minat Kunjungan Ulang............................................................
27
2.2 Pengaruh Antar Variabel....................................................................
30
2.2.1 Kualitas Layanan Personal, Kepuasan dan Minat Beli Ulang.....
30
2.2.2 Kualitas Layanan Phisik, Kepuasan dan Minat Beli Ulang ........
32
xi
DAFTAR ISI
Halaman JUDUL .........................................................................................................
i
PENGESAHAN SKRIPSI.............................................................................
ii
PENGESAHAN SKRIPSI .................................................................................
iii
PERNYATAAN KEASLIAN SKRIPSI ........................................................
iv
ABSTRAK....................................................................................................
v
MOTTO DAN PERSEMBAHAN .................................................................
vii
KATA PENGANTAR...................................................................................
viii
DAFTAR ISI ................................................................................................
x
DAFTAR TABEL........................................................................................
xi
DAFTAR GAMBAR ....................................................................................
xiv
BAB IPENDAHULUAN 1.1 Latar Belakang Penelitian ..................................................................
1
1.2 Rumusan Masalah .............................................................................
6
1.3 Tujuan Peneltian................................................................................
7
1.4 Keguanaan Peneltian .........................................................................
7
1.4.1 Kegunaan teoritis ...................................................................
7
1.4.2 Kegunaan Praktis ...................................................................
8
BAB IITINJAUAN PUSTAKA 2.1 Telaah Pustaka...................................................................................
9
2.1.1 kualitas Layanan .......................................................................
9
2.1.2 Dimensi Kualitas Jasa ..............................................................
14
2.1.3 Kualitas Layanan Personal ........................................................
16
2.1.4 Kualitas Layanan Phisik...........................................................
20
2.1.5 Kepuasan .................................................................................
22
2.1.6 Minat Kunjungan Ulang............................................................
27
2.2 Pengaruh Antar Variabel....................................................................
30
2.2.1 Kualitas Layanan Personal, Kepuasan dan Minat Beli Ulang.....
30
2.2.2 Kualitas Layanan Phisik, Kepuasan dan Minat Beli Ulang ........
32
xii
2.2.3 Kepuasan dan Minat Be li Ulang ................................................
33
2.3 Penelitian Terdahulu............................................................................
34
2.4 Kerangka Pikir .....................................................................................
37
BAB III
METODE PENELITIAN
3.1 Jenis Penelitian .....................................................................................
38
3.2 Populasi dan Sampel ............................................................................
38
3.3 Jenis dan Metdose Pengumpulan Data ................................................
39
3.4 Definisi Operasional Variabel ..............................................................
40
3.5 Metode Analisis Data ...........................................................................
42
BABIV HASIL DAN PEMBAHASAN 4.1 Gambaran Umum Responden ..............................................................
49
4.1.1 Jenis Kelamin Responden ...........................................................
49
4.1.2 Usia Responden...........................................................................
50
4.1.3 Pendidikan Responden ................................................................
51
4.1.4 Profesi Responden.......................................................................
52
4.2 Analisis Deskriptif ...............................................................................
52
4.2.1 Variabel Kualitas Layanan Personal ...........................................
52
4.2.2 Variabel Kualitas Layanan Phisik..............................................
57
4.2.3 Variabel Kepuasan Pasien..........................................................
60
4.2.4 Variabel Minat Kunjungan Ulang...............................................
63
4.3 Kuantitatif .............................................................................................
67
4.3.1 Uji Validitas ...............................................................................
67
4.3.2 Uji Reliabilitas ...........................................................................
68
4.3.3 Uji Asumsi Klasik ......................................................................
69
4.3.4 Analisis Regresi Linier Berganda ..............................................
72
4.3.5 Koefisien Determinasi.................................................................
74
4.3.6 Pengujian Hipotesis.....................................................................
75
4.3.7 Pengaruh langsung dan tidak langsung .......................................
77
4.4 Pembahasan ..........................................................................................
79
4.4.1 Pengaruh Kualitas Layanan Personal Terhadap Kepuasan
xiii
Pasien danMinat Kunjungan Ulang ............................................
79
4.4. 2 Pengaruh Kualitas Laynan Phisik Terhadap Kepuasan Pasien dan Minat Kunjungan Ulang.......................................................
81
4.4.3 Pengaruh Kepuasan Pasien Terhadap Minat Kunjungan Ulang...........................................................................................
82
BABVPENUTUP 5.1 Kesimpulan ...............................................................................................
84
5.2 Saran ......................................................................................................
86
DAFTAR PUSTAKA ......................................................................................
88
LAMPIRAN LAMPIRAN
xiv
DAFTAR TABEL
Halaman Tabel 1.1
Jumlah pasien Puskesmas Tayu ................................................
4
Tabel 2.1
Penelitian Terdahulu .................................................................
34
Tabel 3.1
Definisi Operasional .................................................................
40
Tabel 4.1
Jenis Kelamin Responden .........................................................
49
Tabel 4.2
Usia Responden ........................................................................
50
Tabel 4.3
Pendidikan Responden..............................................................
51
Tabel 4.4
Profesi Responden ....................................................................
51
Tabel 4.5
Tanggapan Responden Tentang Karyawan dan Dokter Mempunyai Kemanpuan Menangani Masalah Pasien................
Tabel 4.6
Tanggapan Responden Tentang Karyawan dan Dokter Mmepunyai Ketreampilan dan Pengatahuan Untuk Memberikan Jasa ..........
Tabel 4.7
55
Tanggapan Responden Tentang Karyawan Mempunyai Kemampuasn Komunikasi yang Baik Untuk Melayni Pasien ....
Tabel 4.9
54
Tanggapan Tentang Karyawan dan Dokter Jujur dan Transparan Dalam Melayni Pasien ..............................................................
Tabel 4.8
53
55
Tanggapan Responden Tentang Karyawan dan Dokter Ramah, Prhatian dan Sopan Terhadap Pasien.........................................
56
Tabel 4.10 Tanggapan Responden Tentang Selalu Menjaga Kebersihan Ruangan Pelayanan dan alat alat medis .....................................
57
Tabel 4.11 Tanggapan Responden Tentang Sudah Diakui Tempat Pelyanan Keshatan yang Nyaman Bagi Masyarakat .................................
58
Tabel 4.12 Tanggapan Responden Tentang Mempunyai Kelengkapan Fasilitas alat alat medis dan obat obatan ...................................
59
Tabel 4.13 Tanggapan Responden Tentang puskesmas memberikan rasa amanpada pasien yang berobat..................................................
60
Tabel 4.14 Tanggapan Responden Tentang Jasa yang Diberikan Sesuai Dengan Harapan .......................................................................
61
Tabel 4.14 Tanggapan Responden Tentang Merasa Cocok dan Senang ......
62
xv
Tabel 4.16 Tanggapan Responden Tentang Tidak Akan Melakukan Komplain ....................................................................................
62
Tabel 4.17 Tanggapan Responden Tentang Ingin Terus Menggunakan Jasa
64
Tabel 4.18
Tanggapan Responden Tentang Mencari Informasi Yang Lebih Tentang Puskesmas Tayu II .......................................................
64
Tabel 4.19 Tanggapan Responden Rencana ingin Berkunjung ulang diwaktu yang akan datang ..........................................................
65
Tabel 4.20 Tanggapan Responden Tentang Kesedian Untuk Memilih Puskesmas Tayu II ......................................................................
66
Tabel 4.21 Uji Validitas................................................................................
67
Tabel 4.22 Uji Reliabilitas ............................................................................
68
Tabel 4.23
Multikolinearitas.........................................................................
70
Tabel4.24
Regresi Penegaruh Kualitas Layanan Personal dan Kualitas Laynan Phisik Terhadap Kepuasan Pasien .................................
Tabel4.25
72
Regresi Pengarauh Kualitas Layanan Personal, Kualitas Layanan Phisik, Kepuasan Pasien Terhadap Minat Kunjungan Ulang .....
73
Tabel4.26
Hasil Uji Koefisien Determinasi.................................................
74
Tabel 4.27
Hasil Uji Koefisien Detreminasi.................................................
74
xvi
DAFTAR GAMBAR
Halaman Gambar2.1Konsep Kepuasan Pelanggan .......................................................
24
Gambar2.2Kerangka Pikir .............................................................................
37
Gambar 4.1Normalitas ..................................................................................
69
Gambar 4.2Heteroskedastistitas.....................................................................
71
xvii
