NAMA = RESKY AMALIA PUTRI

NIM = 5551200172

DAFTAR ISI

HALAMAN JUDUL............................................................................................................ i
PENGESAHAN................................................................................................................... ii
RINGKASAN...................................................................................................................... iv
ABSTRAK........................................................................................................................... v
DAFTAR ISI........................................................................................................................ vi
I. PENDAHULUAN....................................................................................................... 1
1.1 Latar Belakang Penelitian .................................................................................... 1
1.2 Perumusan Masalah.............................................................................................. 18
1.3 Tujuan Penelitian.................................................................................................. 18
1.4 Manfaat Penelitian................................................................................................ 20

II. LANDASAN TEORI DAN PENGEMBANGAN HIPOTESIS............................... 24

2.1 Landasan Teori...................................................................................................... 24
2.1.1 Teori Kualitas Pelayanan....................................................................... 24
2.1.2 Teori Kepuasan Konsumen.................................................................... 34
2.1.3 Teori Kualitas Pelayanan dengan Kepuasan Konsumen........................ 47
2.1.4 Teori dan Pengertian Gender................................................................. 50
2.1.5 Kesetaraan Gender dalam Pendidikan ................................................... 54
2.1.6 Teori Words of Mouth (WOM).............................................................. 57
2.2 Pengembangan Hipotesis...................................................................................... 79
2.3 Penelitian Terdahulu............................................................................................. 82