DAFTAR ISI

HALAMAN JUDUL….................................................................................. i
HALAMAN PENGESAHAN……................................................................. ii
HALAMAN PERNYATAAN ORISINALITAS.............................................. iv
RIWAYAT HIDUP….................................................................................... v
ABSTRAK…................................................................................................ vi
ABSTRACT................................................................................................. vii
KATA PENGANTAR…............................................................................... viii
DAFTAR ISI…............................................................................................. ix
DAFTAR TABEL…..................................................................................... xi
DAFTAR GAMBAR…................................................................................. xii
DAFTAR LAMPIRAN Masalah …............................................................... xiii

I. PENDAHULUAN
1.1. Latar Belakang….......................................................................... 1
1.2. Perumusan Masalah..................................................................... 13
1.3. Tujuan Penelitian.......................................................................... 13
1.4. Manfaat Penelitian ....................................................................... 13

II. TINJAUAN PUSTAKA

2.1. Penelitian Terdahulu ...................................................................... 15
2.2. Landasan Teori............................................................................... 18
2.2.1 Teori Pertukaran Sosial (Social Exchange Theory) .................. 18
2.2.2 Relationship Quality................................................................... 20
2.2.2.a Kepuasan (Satisfaction)........................................………. 21
2.2.2.b Kepercayaan (Trust) ........................................................ 23
2.2.2.c Komitmen (Commitment) ................................................. 25
2.2.3 Loyalitas …................................................................................... 27
2.2.4 Advokasi …................................................................................... 28
2.2.5 Strategi Penciptaan Advokasi Pelanggan..................................... 31

III. KERANGKA KONSEP PENELITIAN

3.1. Kerangka Pemikiran ...................................................................... 36
3.2. Model Analisis ............................................................................... 38

IV. METODE PENELITIAN

4.1 Deskripsi Perusahaan ................................................................... 39
4.2 Pendekatan Penelitian................................................................... 40
4.3 Tempat dan Waktu Penelitian........................................................ 44
4.4 Metode Pengumpulan Data............................................................ 44
4.4.1 Jenis Data.................................................................................. 44
4.4.2 Sumber Data.............................................................................. 44
4.5 Uji Keabsahan Data......................................................................... 45
4.6 Proses Analisis Data........................................................................ 48

V. ANALISA DATA DAN PEMBAHASAN

5.1 Gambaran Umum Objek Penelitian................................................. 50

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 5.2 Narasumber Penelitian.................................................................... 51
5.2.1 Profil Finda (FD) sebagai Narasumber Adek Lala 2……............ 52
5.2.2 Profil Risma (RA) sebagai Narasumber Adek Lala 2……....…... 53
5.2.3 Profil Jannah (RJ) sebagai Narasumber Adek 1........……......... 54
5.2.4 Profil Annisya (AA) sebagai Narasumber Adek 2………............ 55
5.2.5 Profil Yuli (YN) sebagai Narasumber Lala 2……….................... 56
5.3 Hasil Wawancara............................................................................ 60
5.3.1 Kepuasaan................................................................................. 60
5.3.2 Kepercayaan.............................................................................. 64
5.3.3 Komitmen................................................................................... 68
5.3.4 Loyalitas..................................................................................... 71
5.3.5 Advokasi..................................................................................... 73
5.3.6 Strategi Penciptaan Advokasi Pelanggan.................................. 77
5.4 Pembahasan.................................................................................... 80
5.4.1 Kepuasaan................................................................................. 80
5.4.2 Kepercayaan.............................................................................. 82
5.4.3 Komitmen................................................................................... 84
5.4.4 Loyalitas..................................................................................... 85
5.4.5 Advokasi..................................................................................... 86
5.4.6 Strategi Penciptaan Advokasi Pelanggan.................................. 87
5.5 Implikasi Manajerial........................................................................... 91
5.6 Keterbatasan Penelitian.................................................................... 93

VI. KESIMPULAN DAN SARAN

6.1 Kesimpulan....................................................................................... 95
6.2 Saran................................................................................................ 96

DAFTAR PUSTAKA.................................................................................... 98
LAMPIRAN

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