DAFTAR TABEL

Tabel 1 Memilih Teknik Estimasi...............................................................................37

Tabel 2 Good of Fit Indices untuk evaluasi model.....................................................48

ii

DAFTAR GAMBAR

Gambar 1

Kerangka Konseptual Pengaruh Komitmen Manajemen, Kompetensi

Karyawan terhadap Kinerja Perusahaan, Kepuasan Pelanggan
Internal Perusahaan................................................................................

Gambar 2

Pengukuran Komitmen Manajemen......................................................

Gambar 3

Pengukuran Kompetensi Karyawan......................................................

Gambar 4

Pengukuran Kepuasan Internal..............................................................

iii

DAFTAR ISI

HALAMAN DEPAN....................................................................................................i
DAFTAR TABEL........................................................................................................ii
DAFTAR GAMBAR..................................................................................................iii
DAFTAR ISI...............................................................................................................iv
BAB I

PENDAHULUAN.......................................................................................1
1.1.
1.2.
1.3.
1.4.

BAB II

Latar Belakang Masalah.....................................................................1

Rumusan Masalah...............................................................................5
Tujuan Penelitian................................................................................6
Manfaat Penelitian..............................................................................7

TINJAUAN PUSTAKA..............................................................................8
2.1. Landasan Pustaka................................................................................8
2.1.1. Sumber Daya Manusia............................................................8
2.1.2. Kepuasan Pelanggan Internal................................................11
2.2. Penelitian Terdahulu.........................................................................15

BAB III KERANGKA KONSETUAL PENELITIAN.........................................24

3.1. Kerangka Konseptual........................................................................24
3.2. Definisi Operasional.........................................................................25
3.3. Hipotesis...........................................................................................29
BAB IV METODE PENELITIAN........................................................................30
4.1. Rancngan Penelitian..........................................................................30
4.2. Kuesioner..........................................................................................30
4.3. Desain Sampling...............................................................................31
4.4. Alat Analisis yang Digunakan..........................................................32
4.4.1. Langkah Pemodelan SEM.....................................................32

iv

4.4.2. Pengembangan Model Teoritis..............................................32

4.4.3. Pengukuran Setiap Konstruk.................................................33
4.4.4. Memilih Matriks Input dan Estimasi Model.................................36
4.4.5. Penelitian Problem Identifikasi.............................................37

4.4.6. Pengujian Goodness of Fit Indices........................................39

4.4.7. Interpretasi dan Modifikasi Model........................................51
DAFTAR PUSTAKA................................................................................................53