PENGARUH BUDAYA PERUSAHAAN TERHADAP KEPUASAN PELANGGAN (Studi Pada Pelanggan PT. TELKOM KANDATEL MALANG)
DAFTAR ISI
HALAMAN JUDUL ...........................................................................................i
HALAMAN PERSETUJUAN .......................................................................... iii
HALAMAN PENGESAHAN.......................................................................... iv
SURAT PERNYATAAN....................................................................................v
HALAMAN PERSEMBAHAN........................................................................ vi
MOTTO..............................................................................................................vii
KATA PENGANTAR...................................................................................... viii
DAFTAR ISI....................................................................................................... xI
DAFTAR TABEL.............................................................................................. xiv
DAFTAR GAMBAR.......................................................................................... xv
DAFTAR LAMPIRAN..................................................................................... xvi
ABSTRAK.........................................................................................................xvii
BAB I : PENDAHULUAN
A. Latar Belakang ............................................................................ 1
B. Rumusan Masalah ...................................................................... 4
C. Batasan Masalah ......................................................................... 5
D. Tujuan Penelitian........................................................................ 5
E. Manfaat Penelitian...................................................................... 6
BAB II : KAJIAN PUSTAKA
A. Kajian Empiris Hasil-hasil Penelitian Terdahulu..................... 7
B. Budaya ........................................................................................ 15
1. Pengertian Budaya Organisasi ............................................. 17
2. Tingkatan Budaya Organisasi............................................... 18
3. Tujuan dan Pembentukan Budaya ....................................... 19
C. Pelayanan Prima (excellent service) ......................................... 20
1. Hakikat dan Pengertian Pelayanan Prima......................... 20
2. Kualitas Pelayanan............................................................... 21
3. Dimensi Kualitas Pelayanan ............................................... 24
D. Layanan Pelanggan.................................................................... 25
E. Kepuasan Pelanggan ................................................................. 28
1. Konsep Kepuasan Pelanggan................................................ 29
2. Nilai Pelanggan...................................................................... 30
F. Pelayanan Pelanggan Dalam Perspektif Islam ......................... 31
1. Dedikasi Kepada Allah (Hanlun minallah) .......................... 31
2. Dedikasi Kepada Pelanggan (Hablun minannas) ............... 32
G. Kerangka Berfikir........................................................................ 38
H. Hipotesis...................................................................................... 39
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BAB III : METODE PENELITIAN
A. Lokasi Penelitian........................................................................ 41
B. Pendekatan dan Jenis Penelitian .............................................. 41
C. Populasi dan Sampel ................................................................. 42
1. Populasi ................................................................................ 42
2. Sample................................................................................... 43
D. Teknik Pengambilan Sample .................................................... 43
E. Sumber Data ................................................................................ 44
1. Data Primer........................................................................... 44
2. Data Sekunder ...................................................................... 45
F. Devinisi Operasional Variable.................................................. 45
G. Skala Pengukuran...................................................................... 46
H. Teknik Analisis Data.................................................................. 47
1. Uji Validitas dan Uji Reliabilitas......................................... 47
2. Analisis Data......................................................................... 49
BAB IV : ANALISIS dan PEMBAHASAN DATA HASIL PENELITIAN
A. Paparan Data Hasil Penelitian.................................................. 54
1. Sejarah Bank PT. Telkom Tbk ............................................. 54
2. Visi dan Misi PT. Telkom Tbk............................................. 57
B. Budaya Korporasi ....................................................................... 59
1. Budaya The Telkom Way 135 ............................................... 63
C. Produk-produk PT. Telkom Tbk ............................................... 75
D. Gambaran Umum Responden................................................... 80
1. Jenis Kelamin........................................................................ 80
2. Pendidikan Terakhir .............................................................. 81
3. Pekerjaan............................................................................... 82
4. Lama Berlangganan ............................................................. 83
E. Gambaran Distribusi Item......................................................... 83
1. Variable Bebas (X) ................................................................ 84
2. Variabel Terikat (Y).............................................................. 90
F. Analisis Validitas dan Reliabilitas Instrumen........................... 91
1. Uji Validitas dan Reliabilitas dengan Indikator ................ 92
2. Uji Validitas Antar Item....................................................... 96
3. Uji Reliabilitas Antar Item.................................................. 97
G. Analisis Data dan Pembahasan Hasil Penelitian .................... 99
1. Uji Signifikansi .................................................................... 100
2. Uji Persial dan Uji Simultan ............................................... 102
3. Pembahasan Hasil Penelitian............................................. 104
4. Implementasi Dan Pembahasan Hasil Penelitian
Dalam Perspektif Islam......................................................... 105
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BAB V : KESIMPULAN DAN SARAN....................................................... 108
1. Kesimpulan......................................................................... 108
2. Saran..................................................................................... 109
3. Kelemahan Penelitian dan Saran....................................... 110
DAFTAR PUSTAKA........................................................................................ 111
LAMPIRAN
DAFTAR TABEL
Tabel 2.1 : Persamaan dan perbedaan penelitian terdahul ...................... 16
Tabel 3.1 : Devinisi operasional variable ................................................... 46
tabel 4.1 : Identitas responden berdasarkan jenis kelamin...................... 80
Tabel 4.2 : Identitas Responden Berdasarkan Pendidikan Terakhir........ 81
Tabel 4.3 : Identitas Responden Berdasarkan Pekerjaan .......................... 82
Tabel 4.5 : Variable Committed 2 U (X1) / Komitmen
Kepada Pelanggan ..................................................................... 84
Tabel 4.6 : Customer Value (X2)/ Nilai Pelanggan ................................... 87
Tabel 4.7 : Excellent Service (X3) / Pelayanan Prima................................ 88
Tabel 4.8 : Competent People (X4) / Karyawan yang kompeten............. 90
Tabel 4.9 : Pernyataan Kepuasan Konsumen............................................. 91
Tabel 4.10 : Hasil Uji Validitas Variabel Committed 2 U /
Komitmen Kepada Pelanggan (X1) .......................................... 92
Tabel 4.11 : Hasil Uji Validitas dan Reliabilitas Variabel Customer
Value (X2) / Nilai Pelanggan (X2)............................................ 93
Tabel 4.12 : Hasil Uji Validitas dan Reliabilitas Variabel
Excellent Service (X3) / Pelayanan Prima (X3)....................... 95
Tabel 4.13 : Hasil Uji Validitas dan Reliabilitas Variabel Competent
People (X4) / Karyawan yang Kompeten (X4) (X4) .............. 96
Tabel 4.14 : Hasil Uji Validitas Antar Variable Independen....................... 97
Tabel 4.15 : Hasil Uji Reliabilitas Antar Variable Independen................... 98
Tabel 4.16 : Hasil Analisis Logit Model ...................................................... 101
DAFTAR GAMBAR
Gambar 2.1 : Kerangka Berfikir .................................................................... 38
Gambar 4.1 : Maskot Telkom......................................................................... 74
DAFTAR LAMPIRAN
Lampiran 1 : Gambaran Logit Model
Lampiran 2 : Logit Model Instrumen
Lampiran 3 : Reliability Statistic Instrumen
Lampiran 4 : Validitas Statistic Instrumen
Lampiran 5 : Frequency Tabel Item
Lampiran 6 : Tabel T-tabel
Lampiran 7 : Tabel r-Tabel
Lampiran 8 : Gambaran Distribusi Item
Lampiran 9 : Kuesioner
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