DAFTAR ISI

Halaman
COVER
ABSTRACT BAHASA INGGRIS................................................................................. i
ABSTRAK BAHASA INDONESIA.............................................................................. ii
PERSETUJUAN UJIAN TESIS.................................................................................... iii
LEMBAR PENGESAHAN TESIS................................................................................ iv
SURAT PERNYATAAN................................................................................................ v
KATA PENGANTAR .................................................................................................... vi
DAFTAR ISI.................................................................................................................... viii
DAFTAR TABEL............................................................................................................ xi
DAFTAR GAMBAR....................................................................................................... xiii
DAFTAR LAMPIRAN................................................................................................... xiv

BAB I. PENDAHULUAN
A. Latar Belakang Masalah............................................................................... 1
B. Identifikasi Masalah..................................................................................... 8
C. Pembatasan Masalah.................................................................................... 8
D. Perumusan Masalah..................................................................................... 9
E. Tujuan Penelitian......................................................................................... 9
F. Kegunaan Penelitian.................................................................................... 10

BAB II. KAJIAN TEORI, KERANGKA KONSEPTUAL DAN HIPOTESIS

A. Kajian Teori................................................................................................. 12
1. Kualitas Pelayanan.................................................................................. 12
a. Pengertian Kualitas Pelayanan........................................................... 12
b. Dimensi Kualitas Pelayanan............................................................... 15
2. Kepuasan Penumpang............................................................................. 17
a. Pengertian Kepuasan Penumpang..................................................... 17
b. Pengukuran Kepuasan Penumpang................................................... 19

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3. Loyalitas Penumpang.............................................................................. 21
a. Pengertian Loyalitas Penumpang...................................................... 21
b. Fakta Penting Sehubungan Dengan Loyalitas Penumpang Bagi
Perusahaan......................................................................................... 23
c. Karateristik Loyalitas Penumpang.................................................... 25
d. Tahapan Loyalitas Penumpang......................................................... 26
e. Prasyarat Bagi Loyalitas.................................................................... 28
4. Pengaruh Kualitas Pelayanan terhadap Loyalitas Penumpang............... 31
5. Pengaruh Kepuasan Pelanggan terhadap Loyalitas Penumpang............. 33
6. Pengaruh Kualitas Pelayanan dan Kepuasan Penumpang terhadap
Loyalitas Penumpang.............................................................................. 36
7. Standar Pelayanan Minimal Angkutan Orang Dengan Kendaraan
Bermotor Umum Tidak Dalam Trayek................................................... 38
B. Penelitian yang Relevan............................................................................... 41
C. Kerangka Konseptual................................................................................... 43
D. Hipotesis....................................................................................................... 44

BAB III. METODOLOGI PENELITIAN

A. Jenis Penelitian............................................................................................. 46
B. Populasi dan Sampel ................................................................................... 47
1. Populasi ................................................................................................. 47
2. Sampel ................................................................................................... 47
C. Definisi Operasional Variabel...................................................................... 48
1. Kualitas Pelayanan (X1)........................................................................ 48
2. Kepuasan Penumpang (X2)................................................................... 50
3. Loyalitas Penumpang............................................................................. 51
D. Pengembangan Instrumen............................................................................ 51
E. Teknik Pengumpulan Data........................................................................... 59
F. Teknik Analisis Data.................................................................................... 60
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1. Analisis Deskriptif................................................................................. 60
2. Pengujian Persyaratan Analisis.............................................................. 64
3. Pengujian Hipotesis Penelitian............................................................... 66

BAB IV. HASIL PENELITIAN

A. Temuan Umum ........................................................................................... 68
1. Gambaran Umum PT. Blue Bird............................................................ 68
2. Deskripsi Umum Objek Penelitian........................................................ 70
3. Profil Responden Penelitian................................................................... 71
B. Temuan Khusus............................................................................................ 74
1. Deskripsi Data........................................................................................ 74
2. Pengujian Persyaratan Analisis ............................................................. 79
3. Pengujian Hipotesis ............................................................................... 84
C. Pembahasan Hasil Penelitian....................................................................... 94
1. Pengaruh Kualitas Pelayanan terhadap Loyalitas Taksi Blue Bird
Padang.................................................................................................... 94
2. Pengaruh Kepuasan Penumpang terhadap Loyalitas Taksi Blue Bird
Padang ................................................................................................... 97
3. Pengaruh Kualitas Pelayanan dan Kepuasan Penumpang terhadap
Loyalitas Penumpang Taksi Blue Bird Padang ..................................... 99
4. Kualitas Pelayanan Taksi Blue Bird Padang.......................................... 102
5. Kepuasan Penumpang Taksi Blue Bird Padang .................................... 104
6. Loyalitas Penumpang Taksi Blue Bird Padang ..................................... 108
D. Keterbatasan Penelitian ............................................................................... 110
BAB V. PENUTUP
A. Simpulan...................................................................................................... 112
B. Saran ............................................................................................................ 113
DAFTAR RUJUKAN ..................................................................................................... 115
LAMPIRAN ..................................................................................................... 121