Tabel
Halaman
1.1 Permasalahan mengenai loyalitas pelanggan pada PT. Finansia Multi Finance
Cabang Serang.........................................................................................
3
2.1. Penelitian Yang Relevan.......................................................................
37
3.1.Operasional Variabel........................................................
.........................................................................................47
3.2 Skala Likert............................................................................................
49
3.3.Kisi-kisi Instrumen Kualitas Pelayanan.......................................
50
3.4. Skala Likert.......................................................................
.........................................................................................51
3.5. Kisi-kisi Instrumen Kepuasan Pelanggan.......................
.........................................................................................51
3.6. Skala Likert.......................................................................
.........................................................................................52
3.7. Kisi-kisi Instrumen Loyalitas Pelanggan........................
.........................................................................................53
3.8. Koefisien Reliabilitas Alpha Cronbach..............................................
55
4.1. Jenis Kelamin Responden...............................................................
67
4.2. Umur Responden.............................................................................
68
4.3. Pendidikan Terakhir Responden....................................
.........................................................................................69
4.4. Status Pekerjaan Responden.........................................
.........................................................................................69
4.5. Lama Menjadi Pelanggan PT Finansia Multi Finance cabang Serang
.................................................................................................................70
4.6. Distribusi Tanggapan Responden Mengenai Daya Tanggap............
72
4.7. Distribusi Tanggapan Responden Mengenai Jaminan (Assurance)
.........................................................................................73
4.8. Distribusi Tanggapan Responden Mengenai Bukti fisik (Tangible)....
74
4.9. Distribusi Tanggapan Responden Mengenai Empati (Emphaty)..........
75
4.10. Distribusi Tanggapan Responden Mengenai Keandalan (Reliability)
.........................................................................................76
4.11. Distribusi Tanggapan Responden Mengenai Pilihan Tepat.................
77
4.12. Distribusi Tanggapan Responden Mengenai Kesusuai harapan.........
78
4.13. Distribusi Tanggapan Responden Mengenai Kepuasan Fasilitas........
79
4.14. Distribusi Tanggapan Responden Mengenai Loyalitas Pelanggan.....
80
4.15. Hasil Uji Validitas instrumen Kualitas Pelayanan (X)........................
81
4.16. Hasil Uji Validitas instrumen Kepuasaan Pelanggan (Y1)..................
82
4.17. Hasil Uji Validitas instrumen Loyalitas Pelanggan (Y2).....................
83
4.18. Hasil Perhitungan Uji Reliabilitas Instrumen.....................................
83
4.19. Hasil Pengujian Linearitas Variabel Dependen Kepuasan Pelanggan
84
4.20. Hasil Pengujian Linearitas Variabel Dependen Loyalitas Pelanggan.
84
85
87
88
89
92
92
DAFTAR GAMBAR
Gambar
Halaman
2.1. Penilaian Pelanggan terhadap Kualitas layanan..............
10
2.2. Proses Kepuasan Pelanggan..........................................
32
2.3. Kesenjangan yang Dirasakan oleh Pelanggan...............
33
2.4. Jendela Pelanggan.........................................................
34
2.5 Kerangka Pemikiran...............................................................................
3.1 Gambaran Hubungan antara Variabel Independen dan
Dependen dengan
Pengaruh Mediator...........................................................................
4.1. Normal Histogram dengan Variabel Dependen Kepuasan Pelanggan
86
4.2. Normal Histogram dengan Variabel Dependen Loyalitas Konsumen
87
4.3. Scatterplot dengan Variabel Dependen Kepuasan Pelanggan...............
4.4. Scatterplot dengan variabel Dependen Loyalitas Pelanggan................
40
62
90
90