Alhamdulillah, berkat rahmat Allah Swt maka segala puji serta syukur
penulis panjatkan kehadirat Allah Swt yang telah melimpahkan rahmat dan
Muhammad SAW yang telah mengangkat derajat umatnya dari alam kegelapan
tercinta Junaidi (Alm) dan Ibunda yang tersayang Meri Marlina yang telah
mencurahkan segenap cinta dan kasih sayang serta perhatian moril maupun
dan keberkahan di dunia dan di akhirat atas budi baik yang telah diberikan kepada
penulis.
2. Bapak Rahmad, S.Sos., MAP, selaku Dekan Fakultas Ilmu Sosial dan Ilmu
3. Ibu Zahraini, SE., M.S.M selaku Ketua Program Studi Administrasi Bisnis
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4. Bapak Zulfikar, SE., M.S.M selaku Pembimbing kedua yang telah
5. Seluruh aktivitas Akademika Fakultas Ilmu Sosial dan Ilmu Politik (FISIP)
mengaharapkan saran, bimbingan, kritikan serta tegur sapa yang membangun dari
pembaca sekalian, sehingga keberadaan skripsi ini dapat sempurna dimasa yang
akan datang.
Nelly Oktaviani
NPM. 1704020019
vi
DAFTAR ISI
vii
3.2.2 Sampel Penelitian................................................................. 30
3.3 Sumber Data.................................................................................. 31
3.3.1 Data Primer........................................................................... 32
3.3.2 Data Sekunder....................................................................... 32
3.4 Metode Dan Teknik Pengumpulan Data........................................ 32
3.5 Instrumen Penelitian...................................................................... 33
3.6 Pengujian Instrumen...................................................................... 34
3.6.1 Uji Validitas.......................................................................... 34
3.6.2 Uji Reliabilitas...................................................................... 35
3.6.3 Uji Asumsi Klasik................................................................. 36
3.7 Definisi Operasional Variabel....................................................... 38
3.8 Peralatan Analisis Data.................................................................. 40
3.8.1 Uji Validitas dan Reliabilitas................................................ 40
3.8.2 Analisis Korelasi................................................................... 41
3.8.3 Koefisien Determinasi (r2).................................................... 41
3.8.4 Analisis Regresi Linear Sederhana....................................... 42
3.9 Uji Hipotesis................................................................................... 42
DAFTAR PUSTAKA...................................................................................... 56
LAMPIRAN ................................................................................................... 57
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DAFTAR TABEL
ix
DAFTAR GAMBAR
x
DAFTAR LAMPIRAN
1. Lembar Kuesioner
2. Tabulasi Penelitian
3. Hasil Validitas dan Reliabilitas
4. Hasil Regresi Penelitian
5. Dokumentasi
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PENGARUH TINGKAT PELAYANAN TERHADAP LOYALITAS
PEMBELI DI TOKO PARFUM CRISTAL BIREUEN
Oleh:
NELLY OKTAVIANI
1704020019
ASBTRAK
xii
THE INFLUENCE OF SERVICE LEVEL ON BUYER LOYALTY AT
CRISTAL BIREUEN PERFUME SHOP
By:
NELLY OCTAVIANI
1704020019
ASBTRACT
This study aims to determine whether the effect of service level on buyer loyalty
to buy back to the Cristal Bireuen Perfume Store. Quantitative research methods.
The research sample amounted to 83 respondents. Data sources are primary data
and secondary data. Data collection techniques using literature review,
documentation and questionnaires. The data analysis technique is hypothesis
testing including autocorrelation test, t test and f test. The results obtained that
statistical testing on hypothesis testing is tcount of 7.797 and ttable at a
significance level of 0.05 (2-sided test) of 1.660, indicating that tcount > ttable
(7.797 > 1.664), meaning that the service level variable has a significant effect on
Buyer Loyalty. The result of the calculation of the calculated F value is greater
than the F table value (60,788 > 3.09). Based on the decision-making method of
the simultaneous test in regression analysis, it can be concluded that the service
level variable (X) if tested has a significant effect on Cristal Bireuen Perfume
Shop Buyer Loyalty.
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