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DAFTAR ISI
KATA PENGANTAR ........................................................................................... iii
DAFTAR ISI ........................................................................................................... v
VISI, MISI, DAN TUJUAN PROGRAM STUDI SARJANA ADMINISTRASI
KESEHATAN UNIVERSITAS KUSUMA HUSADA SURAKARTA .............. vii
TINJAUAN MATA KULIAH ............................................................................... ix
Kegiatan Belajar 1 Konsep dasar Manajemen Complain ...................................... 1
A. Tujuan Kegiatan Belajar................................................................................ 1
B. Pokok Materi Kegiatan Belajar ..................................................................... 1
C. Latihan .........................................................................................................13
D. Rangkuman ................................................................................................. 13
E. Test Formatif ............................................................................................... 14
F. Umpan balik dan tindak lanjut .................................................................... 14
G. Kunci Jawaban dari test Formatif................................................................ 14
H. Daftar Pustaka ............................................................................................. 16
Kegiatan Belajar 2 Customer Service................................................................... 17
A. Tujuan Kegiatan Belajar .............................................................................. 17
B. Pokok Materi Kegiatan Belajar ................................................................... 17
C. Latihan ......................................................................................................... 28
D. Rangkuman .................................................................................................. 28
E. Test Formatif ............................................................................................... 29
F. Umpan balik dan tindak lanjut .................................................................... 29
G. Kunci Jawaban dari test Formatif ................................................................ 29
H. Daftar Pustaka .............................................................................................. 31
Kegiatan Belajar 3 Konsep Kepuasan, Ketidakpuasan dan Loyalitas Pelanggan..31
A. Tujuan Kegiatan Belajar .............................................................................. 32
B. Pokok Materi Kegiatan Belajar ................................................................... 32
C. Latihan ......................................................................................................... 45
D. Rangkuman .................................................................................................. 45
E. Test Formatif ............................................................................................... 46
F. Umpan balik dan tindak lanjut ..................................................................... 46
G. Kunci Jawaban dari test Formatif ................................................................ 46
H. Daftar Pustaka .............................................................................................. 47
