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