DAFTAR ISI

DAFTAR ISI .......................................................................................................... i

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

1.1 Latar Belakang Penelitian ............................................................................. 1

1.2 Rumusan Masalah ......................................................................................... 5
1.3 Tujuan Penelitian ........................................................................................ 6
1.4 Manfaat Penelitian ...................................................................................... 6

BAB II TINJAUAN PUSTAKA ........................................................................ 7

2.1 Kualitas Pelayanan ...................................................................................... 7

2.1.1 Pengertian Kualitas Pelayanan .......................................................... 7
2.1.2 Pengertian Kualitas ........................................................................... 7
2.1.3 Pengertian Pelayanan ........................................................................ 8
2.1.4 Karakteristik Pelayanan .................................................................... 9
2.1.5 Kualitas Pelayanan Jasa Bank .......................................................... 10
2.1.6 Dimensi Kualitas Pelayanan ............................................................. 11
2.2 Kepuasan Nasabah ..................................................................................... 12
2.2.1 Pengertian Kepuasan Nasabah ......................................................... 12
2.2.2 Faktor-faktor Pengukuran Kepuasan Pelanggan .............................. 13
2.3 Loyalitas Nasabah ...................................................................................... 14
2.4 Penelitian Terdahulu .................................................................................. 16
2.5 Kerangka Pikir ........................................................................................... 20
2.6 Hipotesis .................................................................................................... 21

BAB III METODOLOGI PENELITIAN ....................................................... 22

3.1 Jenis Penelitian ......................................................................................... 22

3.2 Variabel-Variabel Penelitian .................................................................... 22
3.3 Definisi Operasional .................................................................................. 22
3.4 Jenis dan Sumber Data .............................................................................. 24
3.5 Populasi dan Sampel ................................................................................. 25
3.6 Teknik Pengumpulan Data ........................................................................ 26

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3.7 Uji Validitas dan Reliabilitas ..................................................................... 28
3.8 Teknik Analisis Data ................................................................................. 29
3.9 Analisis Deskriptif ..................................................................................... 30
3.10 Pengujian Hipotesis ................................................................................... 31
DAFTAR PUSTAKA ......................................................................................... iii

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 DAFTAR PUSTAKA

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Kesetiaan Pelanggan. Edisi Revisi Dan Terbaru. Jakarta: Erlangga.

Hasan. 2013. Marketing dan Kasus-Kasus Pilihan. Yogyakarta: Caps.

Hurriyati, R. 2010. Bauran Pemasaran dan Loyalitas Konsumen. Jakarta:

Alfabeta CV.

Ivan, K.W. Lai. 2014. The Roles of Value, Satisfaction, and Commitment in the

Effect of Service Quality on Customer Loyalty in Hong Kong-Style Tea

Restaurants. Journals.

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Fakultas Ekonomi Universitas Sumatera Utara.

Nasution, S.M.A., Ginting, P. dan Absah,Y. 2016. “Analisis Pengaruh Harga Dan

Kualitas Pelayanan Terhadap Kepuasan Pelanggan Serta Dampaknya

Pada Loyalitas Pelanggan Bakso Amat Cabang Kualanamu Medan”.

Jurnal Manajemen Sains.

Sangadji, Etta Mamang dan Sopiah, 2013. Perilaku Konsumen. Yogjakarta : Andi

Offset.

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Kualitatif, dan R&D. Bandung: Alfabeta.

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Tjiptono, F. 2016. Pemasaran Jasa. Malang: Bayumedia Media Publising.

Wijayanti, Ari. 2008. “Strategi Meningkatkan Loyalitas Melalui Kepuasan

Pelanggan (Studi Kasus: Produk Kartu Seluler PraBayar Mentari Indosat

Wilayah Semarang)”. Tesis. Program Studi Magister Manajemen

Program Pasca Sarjana Universitas Diponegoro Semarang.

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