Daftar isi

HALAMAN JUDUL...........................................................................................i

HALAMAN PENGESAHAN .............................................................................ii

DAFTAR ISI .......................................................................................................iii

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

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

1.2 Rumusan Masalah ...........................................................................3
1.3 Tujuan Penelitian ............................................................................3
1.4 Manfaat Penelitian ..........................................................................3
1.5 Sistematika Penulisan .....................................................................4

BAB II. TINJAUAN PUSTAKA........................................................................5

2.1 Kualitas Pelayanan ..........................................................................5
2.2 Pengertian Teller .............................................................................13
2.3 Kualitas Produk ...............................................................................15
2.4 Kepuasan Nasabah ..........................................................................17
2.5 Penelitian Terdahulu .......................................................................23
2.6 Kerangka Pemikiran........................................................................26
2.7 Hipotesis .........................................................................................27

BAB III.METODE PENELITIAN......................................................................28

3.1 Lokasi dan Waktu Penelitian ..........................................................28
3.2 Populasi Dan Sampel ......................................................................28
3.3 Jenis Dan Sumber Data ...................................................................30
3.4 Teknik Pengumpulan Data ..............................................................31
3.5 Teknik Analisis Data.......................................................................31
3.6 Definisi Operasional .......................................................................33

DAFTAR PUSTAKA ....................................................................... 36

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