DAFTAR ISI

HALAMAN JUDUL................................................................................................
TANDA PERSETUJUAN SKRIPSI...................................................................... ii
BERITA ACARA UJIAN KOMPREHENSIF SKRIPSI..................................... iii
LEMBAR PENGESAHAN..................................................................................... iv
MOTTO.................................................................................................................... v
ABSTRAK................................................................................................................ vi
KATA PENGANTAR……………………………………………………………. viii
DAFTAR ISI............................................................................................................. x
DAFTAR TABEL………………………………………………………………….xiii
DAFTAR GAMBAR................................................................................................xiv
DAFTAR GRAFIK………………………………………………………………. xv

BAB I PENDAHULUAN......................................................................................... 1
1.1. Latar Belakang Masalah.......................................................................... 1
1.2. Identifikasi Masalah................................................................................ 13
1.3. Batasan Masalah...................................................................................... 14
1.4. Rumusan Masalah................................................................................... 15
1.5. Tujuan Penelitian..................................................................................... 16
1.6. Manfaat Penelitian................................................................................... 17
1.7. Sistematika Penulisan.............................................................................. 17

BAB II LANDASAN TEORI.................................................................................. 20

2.1. Manajemen.............................................................................................. 20
2.1.1. Ilmu Manajemen........................................................................... 21
2.1.2. Seni Manajemen............................................................................ 22
2.2. Manajemen Pemasaran............................................................................ 22
2.3. Kualitas Pelayanan.................................................................................. 23
2.3.1. Definisi Kualitas Pelayanan.......................................................... 24
2.3.2. Dimensi Kualitas Pelayanan.......................................................... 24
2.4. Customer Relationship Management (CRM).......................................... 25
2.4.1. Definisi Customer Relationship Management (CRM)................. 26
2.4.2. Dimensi Customer Relationship Management (CRM)................. 26
2.5. Kepuasan Pelanggan................................................................................ 29
2.5.1. Definisi Kepuasan Pelanggan....................................................... 29
2.5.2. Dimensi Kepuasan Pelanggan...................................................... 30
2.6. Loyalitas Pelanggan................................................................................ 30
2.5.1. Definisi Loyalitas Pelanggan........................................................ 30
2.5.2. Dimensi Loyalitas Pelanggan........................................................ 31

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 2.7. Undang – Undang Perlindungan Konsumen........................................... 32
2.8. Penelitian Terdahulu................................................................................ 34
2.9. Kerangka Berpikir................................................................................... 36
2.10. Hipotesis................................................................................................ 37

BAB 3 METODE PENELITIAN............................................................................ 39

3.1. Desain Penelitian..................................................................................... 39
3.2. Waktu dan Tempat Penelitian................................................................. 39
3.3. Populasi dan Sampel Penelitian.............................................................. 40
3.4. Sumber dan Teknik Pengumpulan Data.................................................. 42
3.5. Operasional Variabel dan Instrume......................................................... 44
3.6. Teknik Analisis Data............................................................................... 49
3.6.1. Uji Validitas.................................................................................. 50
3.6.2. Uji Reliabilitas.............................................................................. 50
3.6.3. Uji Asumsi Klasik......................................................................... 51
3.6.4. Analisis Regresi Linier Berganda................................................. 52
3.6.5. Koefisien Determinasi.................................................................. 54
3.6.6. Pengujian Hipotesis...................................................................... 54
a. Uji t (Parsial)............................................................................ 54
b. Uji F (Simultan)....................................................................... 56

BAB 4 GAMBARAN UMUM PERUSAHAAN.................................................... 57

4.1. Sejarah Singkat Perusahaan.................................................................... 57
4.2. Visi Misi Perusahaan............................................................................... 58
4.2.1. Visi Perusahaan............................................................................ 58
4.2.2. Misi Perusahaan............................................................................ 58
4.3. Struktur Organisasi Perusahaan.............................................................. 58
4.3.1. Deskripsi Tugas dan Tanggung Jawab......................................... 59

BAB 5 ANALISIS DAN PEMBAHASAN ............................................................. 64

5.1. Analisis Deskriptif Statistik.................................................................... 64
5.2. Hasil Deskriptif Karakteristik Responden.............................................. 66
5.3. Analisis Data........................................................................................... 68
5.3.1. Uji Validitas.................................................................................. 68
5.3.2. Uji Reliabilitas.............................................................................. 70
5.4. Uji Asumsi Klasik................................................................................... 72
5.4.1. Uji Normalitas.............................................................................. 72
5.4.2. Uji Multikolinearitas..................................................................... 73
5.4.3. Uji Heteroskedastisitas................................................................. 74
5.5. Analisis Regresi Linier Berganda........................................................... 76
5.6. Uji t (Parsial)........................................................................................... 78
5.7. Uji F (Simultan)...................................................................................... 80

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 5.8. Koefisien Determinasi............................................................................. 81
5.9. Hubungan Antar Variabel....................................................................... 82

BAB 6 PENUTUP..................................................................................................... 87
6.1. Kesimpulan............................................................................................. 87
6.2. Saran........................................................................................................ 88

DAFTAR PUSTAKA

LAMPIRAN

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 DAFTAR TABEL

Tabel 1.1. Daftar Nama Hotel di Pangkalpinang (2022)........................................... 4

Tabel 1.2. Daftar Nama Hotel Bintang Dua di Pangkalpinang (2022)...................... 5
Tabel 1.3. Jumlah Tamu Asing dan Indonesia pada Hotel Bintang di Provinsi
Kepulauan Bangka Belitung, Februari 2021.............................................................. 7
Tabel 1.4. Tingkat Penghunian Kamar (TPK) Hotel Bintang Menurut Kabupaten /
Kota dan Menurut Klasifikasi, Februari 2021............................................................ 8
Tabel 1.5. Tingkat Penghunian Kamar (TPK) Per Bulan Hotel Bangka City di
Pangkalpinang (2017 – 2021).................................................................................... 9
Tabel 2.1. Penelitian Terdahulu................................................................................. 34
Tabel 3.1. Jumlah Okupansi Hotel Bangka City di Pangkalpinang per Bulan Tahun
2022............................................................................................................................ 40
Tabel 3.2. Operasionalisasi Variabel......................................................................... 45
Tabel 5.1. Deskriptif Statistik.................................................................................... 64
Tabel 5.2. Karakteristik Responden Berdasarkan Jenis Kelamin.............................. 66
Tabel 5.3. Karakteristik Responden Berdasarkan Usia.............................................. 66
Tabel 5.4. Karakteristik Responden Berdasarkan Pendidikan Terakhir.................... 67
Tabel 5.5. Karakteristik Responden Berdasarkan Domisili....................................... 68
Tabel 5.6. Uji Validitas Variabel Penelitian.............................................................. 69
Tabel 5.7. Uji Reliabilitas Kualitas Pelayanan........................................................... 70
Tabel 5.8. Uji Reliabilitas Customer Relationship Management (CRM).................. 71
Tabel 5.9. Uji Realiabilitas Kepuasan Pelanggan...................................................... 71
Tabel 5.10. Uji Reliabilitas Loyalitas Pelanggan....................................................... 72
Tabel 5.11. Hasil Uji Multikolinearitas...................................................................... 74
Tabel 5.12. Analisis Regresi Linier Berganda........................................................... 76
Tabel 5.13. Hasil Uji t................................................................................................ 78
Tabel 5.14. Hasil Uji F............................................................................................... 80
Tabel 5.15. Hasil Koefisien Determinasi................................................................... 81

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 DAFTAR GAMBAR

Gambar 2.2. Kerangka Berpikir................................................................................. 37

Gambar 4.1. Struktur Organisasi Hotel Bangka City................................................. 58
Gambar 5.1. Hasil Uji Normalitas.............................................................................. 73
Gambar 5.2. Hasil Uji Heteroskedastisitas................................................................ 75

xiv
 DAFTAR GRAFIK

Grafik 1.1. Tingkat Penghunian Kamar (TPK) Hotel Bintang di Provinsi Kepulauan
Bangka Belitung, Februari 2020 – Februari 2021...................................................... 8

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