DAFTAR ISI

Halaman

KATA PENGANTAR ........................................................................................ ii

DAFTAR ISI ....................................................................................................... iv
DAFTAR TABEL ............................................................................................... vi
DAFTAR GAMBAR ..........................................................................................
...............................................................................................................................vii
BAB I. PENDAHULUAN
1.1 Latar Belakang Masalah.................................................................................. 1
1.2 Batasan Masalah ............................................................................................. 5
1.3 Rumusan Masalah .......................................................................................... 5
1.4 Tujuan Penelitian............................................................................................. 6
1.5 Manfaat Penelitian .......................................................................................... 6
BAB II. TINJAUAN PUSTAKA
2.1 Pengetahuan Pelanggan...................................................................... 7
2.1.1 Pengertian Pengetahuan Pelanggan.......................................... 7
2.1.2 Jenis-Jenis Pengetahuan Pelanggan.......................................... 8
2.1.3 Pengetahuan Pelanggan Mengenai Covid-19........................... 10
2.2 Perilaku Pelanggan............................................................................. 12
2.2.1 Pengertian Perilaku Pelanggan................................................. 12
2.2.2 Faktor – Faktor Yang Mempengaruhi Perilaku Pelanggan...... 12
2.2.3 Perubahan Perilaku Pelanggan Pada Masa Pandemi
Covid-19................................................................................... 17
2.3 Prinsip Umum Protokol Kesehatan dalam Pencegahan dan
Pengendalian Covid-19...................................................................... 18
2.4 Kerangka Pemikiran .......................................................................... 21
2.5 Hipotesis ............................................................................................ 22
2.6 Defenisi Operasional ......................................................................... 22

iv
BAB III. METODOLOGI PENELITIAN
3.1 Metode Penelitian............................................................................... 24
3.2 Populasi dan Sampel........................................................................... 25
3.2.1 Populasi.................................................................................... 25
3.2.2 Sampel....................................................................................... 23
3.3 Instrumen Penelitian........................................................................... 26
3.4 Prosedur Pengumpulan Data ............................................................. 26
3.5 Teknik Analisis Data ......................................................................... 26
3.5.1 Uji Kualitas Data ..................................................................... 28
3.5.2 Regresi Linier Berganda .......................................................... 29
3.5.3 Uji t .......................................................................................... 30
3.5.4 Koefisien Determinasi (R²) ..................................................... 31
3.6 Tempat dan Waktu Penelitian............................................................ 32

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