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DAFTAR ISI

HALAMAN JUDUL

HALAMAN PERSETUJUAN KETUA PROGRAM

HALAMAN PERSETUJUAN DOSEN BIMBINGAN

HALAMAN PERSEMBAHAN

ABSTRACT

DAFTAR ISI

DAFTAR TABEL

DAFTAR GAMBAR

DAFTAR LAMPIRAN

BAB I PENDAHULUAN .............................................................................................. 1

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


1.2 Perumusan Masalah .................................................................................................. 1
1.3 Tujuan Penelitian ...................................................................................................... 2
1.4 Manfaat Penelitian .................................................................................................... 2

BAB II STUDI PUSTAKA ........................................................................................... 3

2.1 Landasan Teori.......................................................................................................... 3

2.1.1 Orientasi Pelayanan ......................................................................................... 4


2.1.2 Dimensi Orientasi Pelayanan ........................................................................... 5
2.1.3 Kinerja Perusahaan .......................................................................................... 6
2.1.4 Orientasi Pelayanan dan Kinerja Perusahaan .................................................. 6

2.2 Penelitian Terdahulu ................................................................................................. 8


2.3 Kerangka Konseptual Penelitian ...............................................................................
2.4 Hipotesis ...................................................................................................................
2.5 Metodologi Penelitian ...............................................................................................

2.5.1 Rancangan Penelitian .......................................................................................


2.5.2 Populasi dan Sampel ........................................................................................
2.5.3 Variabel Penelitian ...........................................................................................

2.5.3.1 Identifikasi Variabel Penelitian............................................................


2.5.3.2 Batasan Operasional Variabel ..............................................................
2.5.4 Instrumen Penelitian ........................................................................................
2.5.5 Jenis dan Sumber Data .....................................................................................

2.5.5.1 Data Primer ..........................................................................................


2.5.5.2 Data Sekunder ......................................................................................

2.5.6 Metode Pengumpulan Data ..............................................................................


2.5.7 Teknik Analisis Data........................................................................................

BAB III GAMBARAN UMUM PERUSAHAAN.......................................................

3.1 Sejarah Singkat Perusahaan ......................................................................................

3.1.1 Filosofi 6 Bintang ............................................................................................


3.1.2 PT. Cipta Multi Usaha Perkasa ........................................................................
3.1.3 Susunan Organisasi ..........................................................................................

3.2 Data (Hasil) Penelitian ..............................................................................................

3.2.1 Uji Validitas dan Reliabilitas Instrumen ..........................................................


3.2.2 Karakteristik Responden ..................................................................................
3.2.3 Hasil Uji Hipotesis dan Analisis Data .............................................................

BAB IV PEMBAHASAN .............................................................................................

BAB V KESIMPULAN DAN SARAN ........................................................................

5.1 Kesimpulan ...............................................................................................................


5.2 Saran .........................................................................................................................

DAFTAR PUSTAKA