DAFTAR ISI

HALAMAN JUDUL
HALAMAN PERSETUJUAN
HALAMAN PENGESAHAN
SURAT PERNYATAAN MENYUSUN SKRIPSI SENDIRI
PERNYATAAN PERSETUJUAN PUBLIKASI
ABSTRAK....................................................................................................... i
KATA PENGANTAR.................................................................................... ii
DAFTAR ISI................................................................................................... vi
DAFTAR TABEL........................................................................................... viii
DAFTAR LAMPIRAN................................................................................... ix

BAB I. PENDAHULUAN
A. Latar Belakang Masalah...................................................................... 1
B. Identifikasi Masalah.............................................................................. 5
C. Batasan Masalah................................................................................... 6
D. Defenisi Operasional Variabel............................................................. 6
E. Rumusan Masalah................................................................................. 7
F. Tujuan Penelitian.................................................................................. 8
G. Manfaat Penelitian................................................................................ 8
H. Sistematika Pembahasan...................................................................... 9

BAB II. KAJIAN PUSTAKA

A. Landasan Teori...................................................................................... 11
1. Kepuasan Nasabah......................................................................... 11
a. Defenisi Kepuasan Nasabah................................................... 11
b. Faktor-faktor yang Mempengaruhi Kepuasan Nasabah.... 13
c. Indikator Kepuasan Nasabah................................................ 14
d. Jenis Kepuasan Nasabah........................................................ 14
e. Cara mengukur kepuasan nasabah....................................... 15
f. Strategi Untuk Meningkatkan Kepuasan Pelanggan.......... 16
g. Manfaat Dari Kepuasan Nasabah......................................... 19
2. Kualitas Produk............................................................................. 21
a. Defenisi Kualitas Produk........................................................ 21
b. Faktor - faktor yang Mempengaruhi Kualitas Produk....... 23
c. Strategi Meningkatkan Produktivitas Dan Kualitas .......... 28
B. Penelitian Terdahulu............................................................................. 30
C. Kerangka Pikir...................................................................................... 32
D. Hipotesis................................................................................................. 34

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BAB III. METODOLOGI PENELITIAN
A. Lokasi dan Waktu Penelitian............................................................... 35
B. Jenis Penelitian dan Pendekatan Penelitian....................................... 36
C. Populasi dan Sampel............................................................................. 36
D. Teknik Pengumpulan data................................................................... 38
E. Instrumen Pengumpulan Data............................................................. 40
F. Validitas dan Reabilitas Instrument.................................................... 40
G. Teknik Analisis Data............................................................................. 41

BAB IV. HASIL PENELITIAN DAN PEMBAHASAN

A. Gambaran Umum PT. Bank Muamalat Indonesia Tbk. Kantor
Cabang Pembantu Panyabungan
.................................................................................................................
.................................................................................................................
45
1. Sejarah PT. Bank Muamalat Kantor Cabang Pembantu
Panyabungan
..........................................................................................................
..........................................................................................................
45
2. Visi dan Misi PT. Bank Muamalat Indonesia Tbk. Kantor
Cabang Pembantu Panyabungan
..........................................................................................................
..........................................................................................................
48
3. Strategi Mencapai Visi dan Misi Bank Muamalat
Panyabungan
..........................................................................................................
..........................................................................................................
49
4. Ruang Lingkup Bidang Usaha
..........................................................................................................
..........................................................................................................
49
5. Struktur Organisasi
..........................................................................................................
..........................................................................................................
54
B. Deskripsi Variabel Penelitian............................................................... 54
C. Validitas dan Reliabilitas Instrumen................................................... 61
D. Hasil Analisa Data................................................................................. 64
E. Hasil Uji Hipotesis................................................................................. 66
1. Analisis Regresi Linier Sederhana............................................... 66

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 2. Uji Koefisien Determinasi (R2)...................................................... 67
3. Uji Parsial (Uji t)............................................................................ 68
F. Pembahasan........................................................................................... 69
G. Keterbatasan Penelitian........................................................................ 83

BAB V. PENUTUP
A. Kesimpulan............................................................................................ 74
B. Saran-saran............................................................................................ 75

DAFTAR PUSTAKA
LAMPIRAN – LAMPIRAN
DAFTAR RIWAYAT HIDUP

DAFTAR TABEL

Tabel I. 1. Jumlah Nasabah Tabungan iB Muamalat di PT. Bank

Muamalat Indonesia Tbk. Kantor Cabang Pembantu
Panyabungan.........................................................................
3
Tabel. I. 2. Defenisi Operasional Variabel............................................
7
Tabel. II. 1. Penelitian Terdahulu............................................................
30............................................................................................
Tabel. III. 1. Kisi-kisi angket kepuasan Nasabah....................................
38
Tabel. III. 2. Kisi-kisi angket Kualitas Produk........................................
39
Tabel. III. 3. Penetapan Skor Alternatif atas Jawaban Kuesioner........
39
Tabel. IV. 1..............................................................................................Rekapitulasi Tanggapan R
Produk...................................................................................
55

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Tabel. IV. 2. Rekapitulasi Tanggapan Responden Terhadap
Kepuasan Nasabah...............................................................
59
Tabel. IV. 3. Hasil Uji Validitas Kualitas Produk...................................
62
Tabel. IV. 4. Hasil Uji Validitas Kepuasan Nasabah...............................
63
Tabel. IV. 5. Hasil Uji Reliabilitas Kualitas Produk...............................
63
Tabel. IV. 6. Hasil Uji Reliabilitas Kepuasan Nasabah...........................
64
Tabel. IV. 7. Hasil Olah data SPSS Versi 23 Uji Normalitas
Kolmogrov- Smirnov..............................................................
65
Tabel. IV. 8. Hasil Olah data SPSS Versi 23 Hasil Uji Linieritas..........
65
Tabel. IV. 9. Hasil Olah data SPSS Versi 23 Analsisis Regresi Linier
Sederhana..............................................................................
66
Tabel. IV. 10. Hasil Olah data SPSS Versi 23 Uji koefisien determinasi.
67
Tabel. IV. 11. Hasil Olah data SPSS Versi 23 Uji t....................................
68

DAFTAR LAMPIRAN

Lampiran 1 : Time Line Penelitian

Lampiran 2 : Angket Penelitian
Lampiran 3 : Tabulasi Penyebaran Angket Uji Coba

ix
Lampiran 4 : Hasil Uji Validitas Instrument
Lampiran 5 : Hasil Uji Reliabilitas Instrumen
Lampiran 7 : Tabulasi Hasil Penyebaran dan Analisis Angket Penelitian
Prestasi Belajar Siswa kelas X SMA Negeri 4
Lampiran 7 :
Padangsidimpuan
Lampiran 8 : Hasil Analisis Penelitian (Output SPSS V. 23)
Lampiran 9 : Pengesahan Judul Penelitian
Lampiran 10 : Surat Balasan Riset Penelitian