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DAFTAR ISI

HALAMAN SAMPUL ................................................................................... i


HALAMAN JUDUL ...................................................................................... ii
LEMBAR PENGESAHAN ........................................................................... iii
LEMABAR KEASLIAN ............................................................................... iv
KATA PENGANTAR .................................................................................... v
DAFTAR ISI ................................................................................................... vii
DAFTAR GAMBAR ...................................................................................... x
DAFTAR TABEL .......................................................................................... xi
DAFTAR LAMPIRAN .................................................................................. xii

BAB I PENDAHULUAN
1.1 Latar Belakang Masalah ................................................................ I-1
1.2 Perumusan Masalah ....................................................................... I-2
1.3 Tujuan Penelitian ........................................................................... I-2
1.4 Batasan Masalah ............................................................................ I-3
1.5 Metode Pemecahan Masalah .......................................................... I-3
1.5.1 Flow Chart Penelitian ........................................................... I-3
1.5.2 Deskripsi Flow Chart Penelitian ........................................... I-4
1.6 Sistematika Penulisan .................................................................... I-5

BAB II DATA UMUM PERUSAHAAN


2.1 Sejarah Perusahaan ........................................................................ II-1
2.2 Gamabaran Umum Perusahaan ..................................................... II-1
2.2.1 Logo Perusahaan .................................................................. II-2
2.2.2 Visi dan Misi Perusahaan ..................................................... II-2
2.3 Struktur Organisasi ........................................................................ II-3
2.4 Aktivitas Perusahaan ...................................................................... II-4
2.4.1 Akomodasi ........................................................................... II-4
2.4.2 Fasilitas Hotel ....................................................................... II-7
2.4.3 Paket Hotel ........................................................................... II-11

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BAB III TINJAUAN PUSTAKA
3.1 Jasa ................................................................................................. III-1
3.2 Hotel ............................................................................................... III-2
3.3 Kepuasan Pelanggan ..................................................................... III-2
3.3.1 Pengukuran Kepuasan Pelanggan ........................................ III-3
3.2.2 Faktor Kepuasan Pelanggan ................................................. III-4
3.4 Dimensi Kualitas Pelayanan ........................................................... III-5
3.5 Hubungan Kualitas Pelayanan dengan Kepuasan Pelanggan ........ III-5
3.6 Customer Sarisfaction (CSI) .......................................................... III-6
3.7 Perhitungan Nilai Kesenjangan ...................................................... III-8
3.8 Kuesioner ....................................................................................... III-8
3.9 Uji Validitas, Uji Reliabilitas dan Uji Kecukupan Data ................ III-9
3.9.1 Uji Validitas ......................................................................... III-9
3.9.2 Uji Reliabilitas...................................................................... III-10
3.9.3 Uji Kecukupan Data ............................................................. III-11

BAB IV PENGUMPULAN DAN PENGOLAHAN DATA


4.1 Pengumpulan Data ......................................................................... IV-1
4.1.1 Data Kuesioner Kepuasan Pelanggan .................................. IV-1
4.1.2 Data Kuesioner Kepentingan Pelanggan .............................. IV-2
4.2 Pengujian Data ............................................................................... IV-4
4.2.1 Uji Kecukupan Data ............................................................. IV-4
4.2.2 Uji Validitas Kuesioner ........................................................ IV-4
4.2.2.1 Uji Validitas Manual................................................ IV-4
4.2.2.2 Uji Validitas dengan Software SPSS 20 .................. IV-6
4.2.3 Uji Reliabilitas Kuesioner .................................................... IV-8
4.2.3.1 Uji Reliabilitas Manual ............................................ IV-8
4.2.3.2 Uji Reliabilitas dengan Software SPSS 20 .............. IV-11
4.3 Pengolahan Data ............................................................................. IV-12
4.3.1 Perhitungan Customer Satisfaction Index (CSI) ...................... IV-12
4.3.2 Nilai Kesenjangan ....................................................................... IV-16
4.4.3 Pengurutan Perbaikan Pelayanan ................................................ IV-18

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4.4.3.1 Pengurutan Perbaikan Pelayanan Dimensi ............................ IV-18
4.4.3.2 Pengukuran Perbaikan Pelayanan Atribut ............................ IV-18

BAB V ANALISA DAN PEMBAHASAN


5.1 Analisa Customer Index Satisfaction (CSI) ................................... V-1
5.2 Analisa Nilai Kesenjangan Antara Kepuasan dan Kepentingan .... V-2

BAB VI KESIMPULAN DAN SARAN


6.1 Kesimpulan ................................................................................. VI-1
6.2 Saran ........................................................................................... VI-1

DAFTAR PUSTAKA
LAMPIRAN

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DAFTAR GAMBAR

Gambar 1.1 Flow Chart Penelitian ................................................................. I-3


Gambar 2.1 Denah PT. Mambruk Cikoneng Indonesia ................................... II-1
Gambar 2.2 Logo PT. Mambruk Cikoneng Indonesia ..................................... II-2
Gambar 2.3 Struktur Organisasi PT. Mambruk Cikoneng Indonesias............. II-3
Gambar 2.4 Kamar Tipe Duplex dan Lanais .................................................... II-4
Gambar 2.5 Kamar Tipe Deluxe ...................................................................... II-5
Gambar 2.6 Kamar Tipe Villa .......................................................................... II-5
Gambar 2.7 Kamar Tipe Residence ................................................................. II-6
Gambar 2.8 Kamar Tipe Mambruk Suite ......................................................... II-6
Gambar 2.9 Resataurant Hotel Mambruk Anyer ............................................. II-7
Gambar 2.10 Drugstore Hotel Mambruk Anyer .............................................. II-7
Gambar 2.11 Karaoke & Bar Hotel Mambruk Anyer ..................................... II-7
Gambar 2.12 Tennis Court/Futsal Field Hotel Mambruk Anyer .................... II-8
Gambar 2.13 Musholla Hotel Mambruk Anyer ............................................... II-8
Gambar 2.14 Children Playground & Fun Games Area Hotel Mambruk Anyer
.................................................................................................... II-8
Gambar 2.15 Swimming Pools Hotel Mambruk Anyer ................................... II-9
Gambar 2.16 Sea Pool Hotel Mambruk Anyer ................................................ II-9
Gambar 2.17 Water Sports Hotel Mambruk Anyer ......................................... II-9
Gambar 2.18 Outbound Hotel Mambruk Anyer .............................................. II-10
Gambar 2.19 Meeting Rooms Hotel Mambruk Anyer ..................................... II-10
Gambar 2.20 Toilet Umum Hotel Mambruk Anyer......................................... II-10
Gambar 2.21 Klinik Hotel Mambruk Anyer .................................................... II-11
Gambar 4.1 Hasil Uji Reliabilitas dengan Software SPSS 20 Terhadap Kepuasan
Pelanggan ..................................................................................... IV-11
Gambar 4.2 Hasil Uji Reliabilitas dengan Software SPSS 20 Terhadap Kepentingan
Pelanggan ..................................................................................... IV-12

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DAFTAR TABEL

Tabel 3.1 Kriteria Nilai Customer Satisfaction Index (CSI) ............................ III-8
Tabel 3.2 Interpretasi Reliabilitas .................................................................... III-10
Tabel 4.1 Data Hasil Pengisian Kuesioner Terhadap Kepuasan Pelanggan .... IV-1
Tabel 4.2 Data Hasil Pengisian Kuesioner Terhadap Kepentingan Pelanggan IV-2
Tabel 4.3 Hasil Uji Validitas Manual Terhadap Kepuasan Pelanggan ............ IV-4
Tabel 4.4 Hasil Uji Validitas Manual Terhadap Kepentingan Pelanggan ....... IV-5
Tabel 4.5 Hasil Uji Validitas dengan Software SPSS 20 Terhadap Kepuasan
Pelanggan ........................................................................................ IV-6
Tabel 4.6 Hasil Uji Validitas dengan Software SPSS 20 Terhadap Kepentingan
Pelanggan ........................................................................................ IV-7
Tabel 4.7 Hasil Uji Reliabilitas Manual Terhadap Kepuasan Pelanggan ........ IV-8
Tabel 4.8 Hasil Uji Reliabilitas Manual Terhadap Kepentingan Pelanggan ... IV-10
Tabel 4.9 Customer Satisfaction Index Hotel Mambruk Anyer ....................... IV-16
Tabel 4.10 Nilai Kesenjangan Antara Kepuasan dan Kepentingan Pelanggan Hotel
Mambruk Anyer ............................................................................ IV-15
Tabel 4.11 Hasil Pengurutan Perbaikan Pelayanan Dimensi ........................... IV-18
Tabel 4.12 Hasil Pengurutan Perbaikan Pelayanan Atribut ............................. IV-18

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DAFTAR LAMPIRAN

Lampiran A Lembar Kuesioner


Lampiran B Tabel T
Lampiran C Data Hasil Pengisian Kuesioner

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