DAFTAR ISI

KATA PENGANTAR ................................................................................................

DAFTAR ISI……………………………………………………………………….
BAB I PENDAHULUAN......................................................................................... 1
1.1 Latar Belakang Masalah .................................................................... 1
1.2 Rumusan masalah .............................................................................. 8
1.3 Tujuan dan Kegunaan......................................................................... 9
1.3.1 Tujuan Penelitian....................................................................... 9
1.3.2 Kegunaan Penelitian ................................................................. 9
BAB II TELAAH PUSTAKA ............................................................................... 10
2.1 Landasan Teori................................................................................. 10
2.1.1 Pemasaran Jasa ....................................................................... 11
2.1.2 Pengertian dan Tujuan Pemasaran Bank ............................... 12
2.1.3 Kepercayaan ( Trust)............................................................... 13
2.1.4.Kepuasan (Satisfaction)............................................................ 17
2.1.5 Loyalitas.................................................................................... 20
2.2 Penelitian Terdahulu........................................................................ 22
2.3 Kerangka Pemikiran Teoritis .......................................................... 24
2.4 Hipotesis........................................................................................... 24
BAB III METODE PENELITIAN.......................................................................... 25
3.1 Variabel Penelitian dan Definisi Operasional ................................. 25
3.1.1 Variabel Penelitian ................................................................. 25
3.1.1.1 Variabel dependen ...................................................... 25
3.1.1.2 Variabel independen .................................................. 25
3.1.2 Definisi Operasional .............................................................. 25
3.1.2.1 Kepercayaan ............................................................... 26
3.1.2.2 Kepuasan .................................................................... 27
3.1.2.3 Loyalitas ..................................................................... 29
3.2 Populasi dan Sampel Penelitian ...................................................... 30
3.2.1 Populasi .................................................................................. 30
3.2.2 Sampel .................................................................................... 30
3.3 Jenis dan Sumber Data .................................................................... 30
 3.3.1 Data Primer.............................................................................. 30
3.3.2 Data Sekunder......................................................................... 30
3.4 Metode Pengumpulan Data ............................................................. 31
3.4.1 Kuesioner (Angket) ................................................................ 31
3.4.1.1 Pertanyaan tertutup ..................................................... 31
3.4.1.2 Pertanyaan terbuka ..................................................... 31
3.4.2 Wawancara ............................................................................. 32
3.4.3 Studi Pustaka .......................................................................... 32
3.5 Metode Analisis ............................................................................... 32
3.6 Metode Analisis Data ...................................................................... 33
3.6.1 Uji Reliabilitas dan validitas.................................................... 33
3.6.1.1 Uji Reliabilitas............................................................. 33
3.6.1.2 Uji Validitas................................................................ 34
3.6.2 Uji Asumsi Klasik................................................................... 34
3.6.2.1 Uji Multikolinearitas................................................... 34
3.6.2.2 Uji Heteroskedastisitas................................................ 35
3.6.2.3 Uji Normalitas ............................................................ 35
3.6.3 Analisis Regresi Linier Berganda........................................... 36
3.6.4 Uji Goodness of Fit ................................................................ 36
3.6.4.1 Koefisien Determinasi................................................. 37
3.6.4.2 Uji F ............................................................................ 37
3.6.4.3 Uji t ............................................................................. 38
3.6.5 Analisis Jawaban Responden Tiap Variabel .......................... 39
BAB IV HASIL DAN ANALISIS ......................................................................... 40
4.1 Deskripsi Objek Penelitian .............................................................. 40
4.1.1 Gambaran Umum Perusahaan................................................. 40
4.1.2 Gambaran Umum Responden ................................................ 41
4.1.2.1 Responden Berdasarkan Jenis Kelamin ..................... 41
4.1.2.2 Responden Berdasarkan Usia .................................... 42
4.1.2.3 Responden Berdasarkan Pendidikan .......................... 43
4.1.2.4 Responden Berdasarkan Pendapatan ......................... 43
4.1.3 Analisis Indeks Jawaban Responden TiapVariabel ............... 44
4.1.3.1 Indeks Jawaban Variabel Kepercayaan Nasabah ... 44
4.1.3.2 Indeks Jawaban Variabel Kepuasan Nasabah .........… 45
4.1.3.2................................................................................... Indeks Jawaban
Variabel Loyalitas Nasabah ................................................. 45
4.2 Analisis Data.................................................................................... 45
4.2.1 Uji Reliabilitas ........................................................................ 45
4.2.2 Uji Validitas ........................................................................... 46
4.2.3 Uji Asumsi Klasik................................................................... 48
4.2.3.1 Uji Multikolinearitas................................................... 48
4.2.3.2 Uji Normalitas ............................................................ 49
4.2.3.3 Uji Heterokedastisitas................................................. 51
4.2.4 Analisis Regresi Linier Berganda .......................................... 52
4.2.5 Uji Goodness of Fit................................................................. 53
4.2.5.1 Koefisien Determinasi................................................. 53
4.2.5.2 Uji F............................................................................. 54
 4.2.5.3 Uji t.............................................................................. 55
BAB V PENUTUP........................................................................................... 57
5.1 Kesimpulan Mengenai Masing-masing Hipotesis............................ 57
5.2 Kesimpulan Mengenai Masalah Penelitian ..................................... 58
5.3 Keterbatasan Penelitian ................................................................... 58
5.4 Saran................................................................................................. 58
5.4.1 Implikasi Manajerial ............................................................... 59
5.4.2 Agenda Penelitian Mendatang ............................................... 61
DAFTAR PUSTAKA.............................................................................................. 62

KATA PENGANTAR

Puji syukur penulis ucapkan atas kehadiran Allah SWT, Karena dengan rahmat dan karunia-Nya
penulis masih deberi kesempatan untuk menyelesaikan PROPOSAL SKRIPSI .

Semoga Proposal Skripsi ini dapat bermanfaat bagi para mahasiwa dan khususnya pada
diri penulis sendiri dan semua pembaca karya tulis penulis ini. Dan juga semoga dapat
memberikan wawasan yang lebih luas kepada pembaca. Saya sebagai penulis dan manusia yang
tidak sempura menyadari makalah ini masih banyak kekurangn yang harus dipenuhi, oleh karena
itu saya memohon kesadaran para pembaca dan selalu memberikan kritikan dan saran demi
kesempurnaan proposal skripsi yang akan datang.
Lhokseumawe, 4 mei 2015

Penulis