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DAFTAR ISI
Halaman
HALAMAN JUDUL.................................................................................................. i
HALAMAN PERSETUJUAN .................................................................................. ii
HALAMAN PENGESAHAN KELULUSAN UJIAN ................................................... iii
PERNYATAAN ORISINALITAS SKRIPSI ........................................................... iv
ABSTRAKSI ............................................................................................................. v
MOTTO DAN PERSEMBAHAN ............................................................................. vi
KATA PENGANTAR …………………………………………………………….. vii
DAFTAR ISI ............................................................................................................ x
DAFTAR TABEL...................................................................................................... xiv
DAFTAR GAMBAR … ............................................................................................ xv
DAFTAR LAMPIRAN.............................................................................................. xvi
BAB I PENDAHULUAN ................................................................................... 1
1.1. Latar Belakang Masalah.................................................................. 1
1.2. Rumusan Masalah ........................................................................... 5
1.3. Tujuan Penelitian dan Manfaat Penelitian ...................................... 6
1.3.1. Tujuan Penelitian ................................................................. 6
1.3.2. Manfaat Penelitian ............................................................... 7
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1.4. Sistematika Penulisan ..................................................................... 7
BAB II TINJAUAN PUSTAKA .......................................................................... 9
2.1. Landasan Teori................................................................................ 9
2.1.1. Kualitas Pelayanan ............................................................... 9
2.1.1.1. Dimensi Kualitas Layanan ....................................... 11
2.1.2. Pemasaran Jasa .................................................................... 15
2.1.3. Kepuasan Pelanggan / Konsumen ........................................ 18
2.2. Hubungan Antar Variabel .............................................................. 23
2.2.1. Hubungan Tangible dengan Kepuasan Konsumen .............. 23
2.2.2. Hubungan Reliability dengan Kepuasan Konsumen............ 24
2.2.3. Hubungan Responsiveness dengan Kepuasan Konsumen .. 26
2.2.4. Hubungan Assurance dengan Kepuasan Konsumen............ 28
2.2.5. Hubungan Emphaty dengan Kepuasan Konsumen.............. 30
2.3. Penelitian Terdahulu ....................................................................... 32
2.4. Kerangka Pemikiran Teoritis .......................................................... 33
BAB III METODE PENELITIAN......................................................................... 34
3.1. Variabel Penelitian dan Definisi Operasional................................. 34
3.1.1. Variabel Penelitian ............................................................... 34
3.1.2. Definisi Operasional............................................................. 35
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3.2. Penentuan Sampel ........................................................................... 38
3.2.1. Populasi dan Sampel............................................................. 38
3.2.2. Teknik Pengambilan Sampel ................................................ 39
3.3. Jenis dan Sumber Data.................................................................... 40
3.3.1. Teknik Pengumpulan Data................................................... 40
3.4. Teknik Pengolahan Data ................................................................. 41
3.4.1. Analisis Kualitatif ................................................................ 41
3.4.2. Analisis Kuantitatif .............................................................. 42
3.5. Teknik Analisis Data....................................................................... 43
3.5.1. Uji Reliabilitas dan Validitas................................................ 43
3.5.1.1. Uji Reliabilitas .......................................................... 43
3.5.1.2. Uji Validitas .............................................................. 43
3.5.2. Uji as*msi Klasik ................................................................ 44
3.5.2.1. Uji Multikolonieritas................................................. 44
3.5.2.2. Uji Heteroskedastisitas.............................................. 45
3.5.2.3. Uji Normalitas........................................................... 46
3.5.3. Analisis Regresi Linier Berganda......................................... 46
3.5.4. Uji Hipotesis......................................................................... 47
3.5.4.1. Uji Signifikansi Simultan (Uji F).............................. 47
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3.5.4.2. Uji Signifikansi Pengaruh Parsial (Uji t) .................. 48
3.5.4.3. Uji Koefisien Determinasi (R2
)................................. 49
BAB IV HASIL DAN PEMBAHASAN................................................................ 50
4.1. Deskripsi Objek Penelitian.............................................................. 50
4.1.1. Gambaran Umum Perusahaan............................................... 50
4.1.1.1. Sejarah Berdirinya Perusahaan ................................. 50
4.1.1.2. Struktur Organisasi.................................................... 52
4.1.1.3. Fasilitas yang Ditawarkan oleh Perusahaan.............. 56
4.1.2. Gambaran Umum Responden ............................................. 58
4.1.2.1. Responden Menurut Jenis Kelamin ........................ 58
4.1.2.2. Responden Menurut Umur....................................... 59
4.1.2.3. Responden Menurut Pekerjaan ............................... 60
4.1.2.4. Responden Menurut Pendapatan ............................. 61
4.1.2.5. Frekuensi Kunjungan Responden ........................... 61
4.2. Analisis Indeks Tanggapan Responden ......................................... 62
4.2.1. Indeks Tanggapan Responden Mengenai Bukti Fisik ........ 63
4.2.2. Indeks Tanggapan Responden Mengenai Kehandalan ...... 66
4.2.3. Indeks Tanggapan Responden Mengenai Daya Tanggap .. 68
4.2.4. Indeks Tanggapan Responden Mengenai Jaminan ............ 70
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4.2.5. Indeks Tanggapan Responden Mengenai Kepedulian ....... 72
4.2.6. Indeks Tanggapan Responden Mengenai Kepuasan .......... 74
4.3. Hasil Analisis Data ......................................................................... 75
4.3.1. Uji Validitas dan Reliabilitas ............................................. 75
4.3.1.1. Uji Validitas ............................................................ 75
4.3.1.2. Uji Reliabilitas ........................................................ 76
4.3.2. Uji a*umsi Klasik .............................................................. 77
4.3.2.1. Uji Normalitas ......................................................... 77
4.3.2.2. Pengujian Multikolonieritas .................................... 78
4.3.2.3. Pengujian Heteroskedastisitas ................................. 79
4.3.3. Analisis Regresi Linier Berganda ...................................... 80
4.3.4. Pengujian Hipotesis ............................................................ 82
4.3.4.1. Uji t (Pengujian Hipotesis Secara Parsial) .............. 82
4.3.4.2. Uji F ........................................................................ 85
4.3.4.3. Koefisien Determinasi ............................................. 85
4.4. Pembahasan .................................................................................. 86
BAB V PENUTUP ............................................................................................ 92
5.1. Kesimpulan ................................................................................... 92
5.2. Keterbatasan Penelitian .................................................................... 94
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5.3. Saran ……….. .................................................................................. 94
5.3.1 Saran Untuk Perusahaan ......................................................... 94
5.3.2 Saran Untuk Penelitian Mendatang ........................................ 98
DAFTAR PUSTAKA ................................................................................................
LAMPIRAN-LAMPIRAN.........................................................................................
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Judul | ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA PENGINAPAN (VILLA) AGROWISATA KEBUN TEH PAGILARAN |
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