ABSTRAK ........................................................................................................... i
ABSTRACT ......................................................................................................... ii
KATA PENGANTAR ........................................................................................ iii
DAFTAR ISI ....................................................................................................... iv
DAFTAR GAMBAR .......................................................................................... ix
DAFTAR TABEL ................................................................................................ x
BAB I ................................................................................................................... 1
PENDAHULUAN ............................................................................................... 1
1.1
1.2
1.3
1.4
Kegunaan Penelitian............................................................................. 6
1.5
1.6
Hipotesis.............................................................................................. 10
1.7
BAB II ................................................................................................................. 11
TINJAUAN PUSTAKA ..................................................................................... 11
2.1
2.2
2.2.1
2.2.2
2.3
2.3.1
2.3.2
2.3.3
2.3.4
2.3.5
2.3.6
2.4
2.4.1
2.4.2
2.4.3
2.4.4
2.4.5
2.5
3.1.1
3.1.2
3.1.3
3.2
Metode Penelitian.................................................................................. 43
3.3
3.4
3.5
3.5.1
Populasi .......................................................................................... 50
3.5.2
3.6
3.6.1
3.6.2
3.7
3.7.1
BAB IV .............................................................................................................. 60
HASIL PENELITIAN DAN PEMBAHASAN .................................................. 60
4.1
4.2
4.2.1
4.2.2
4.3
4.3.1
4.3.2
4.4
4.5
BAB V................................................................................................................. 91
KESIMPULAN DAN SARAN ........................................................................... 91
5.1
Kesimpulan ............................................................................................ 91
5.2
Saran ....................................................................................................... 92
Daftar Pustaka
Lampiran-Lampiran
DAFTAR GAMBAR
Gambar 3.2 Kurva Hipotesis Hasil penerimaan dan penolakan Ho (Uji t).................59
DAFTAR TABEL
Tabel 4.15 Uji Validitas Variabel X ( Kualitas Pelayanan) pada PT Bank BJB
KC Tamansari Bandung..........................................................................85
Tabel 4.16 Uji Validitas Variabel Y ( Loyalitas Nasabah ) pada
PT Bank BJB KC Tamansari Bandung................................................86
Tabel 4.17 Hasil Uji Reliabilitas Kuesioner Penelitian...........................................87
Tabel 4.18 Tabel Koefisien Rank Spearman.........................................................88
DAFTAR GAMBAR
Gambar 3.2 Kurva Hipotesis Hasil penerimaan dan penolakan Ho (Uji t).................59
DAFTAR TABEL