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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH KREDIT MIKRO DI PT. BANK PANIN, Tbk. CABANG JOMBANG
TESIS
Untuk Memenuhi Sebagian Persyaratan
Mencapai Sarjana S-2 Program Studi Magister Manajemen
Diajukan oleh : Sigit Ferijanto
201020280211030
PROGRAM PASCASARJANA UNIVERSITAS MUHAMMADIYAH MALANG
2013
DAFTAR BAGAN
Bagan
2.1 Konsep Kepuasan Pelanggan ..................................................................... 16
2.2. Hubungan Pelayanan-Kepuasan Pelanggan-Loyalitas ............................... 19
2.3. Hubungan Kualitas Pelayanan dan Kepuasan Pelanggan .......................... . 24
2.4. Hubungan Kepuasan terhadap Loyalitas Pelanggan .................................. . 31
2.5. Kerangka Pikir Penelitian........................................................................... . 37
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DAFTAR ISI
BAB I PENDAHULUAN
A. Latar Belakang ........................................................................................... 1
B. Rumusan Masalah ...................................................................................... 6
C. Tujuan Penelitian ....................................................................................... 7
D. Kegunaan penelitian ................................................................................... 7
BAB II KAJIAN PUSTAKA
A. Kualitas Pelayanan ..................................................................................... 8
1. Konsep Kualitas Pelayanan ................................................................... 8
2. Perspektif dan Manfaat Kualitas Pelayanan ........................................... 9
3. Dimensi Kualitas Pelayanan .................................................................. 10
B. Penelitian Terdahulu.................................................................................... 11
C. Kepuasan Pelanggan.................................................................................... 14
1. Konsep Pelanggan ................................................................................. 14
2. Pengertian Kepuasan Pelanggan ............................................................ 14
3. Konsep Kepuasan Pelanggan ................................................................. 15
4. Strategi Peningkatkan Kepuasan Pelanggan. .......................................... 17
5. Persepsi Pelanggan ................................................................................ 20
6. Harapan Pelanggan ............................................................................... 20
7. Pengukuran Kepuasan Pelanggan .......................................................... 22
8. Hubungan Antara Kualitas Pelayanan dengan Kepuasan Pelanggan ...... 24
D. Loyalitas ..................................................................................................... 28
1. Pengertian Loyalitas .............................................................................. 28
2. Tahapan Loyalitas ................................................................................. 29
3. Pengaruh Kepuasan terhadap Loyalitas Nasabah ................................... 30
B. Jasa Bank ................................................................................................... 31
1. Pengertian Bank .................................................................................... 31
2. Fungsi dan Peran Bank .......................................................................... 33
3. Jasa-Jasa Perbankan .............................................................................. 33
C. Kerangka Pikir Penelitian ........................................................................... 34
iv
D. Hipotesis .................................................................................................... 38
BAB III METODE PENELITIAN
A. Jenis Penelitian ......................................................................................... 40
B. Lokasi dan Waktu Penelitian ..................................................................... 40
C. Jenis dan Sumber Data .............................................................................. 40
D. Teknik Pengumpulan Data ........................................................................ 41
E. Populasi dan Sampel ................................................................................. 42
1. Populasi .............................................................................................. 42
2. Sampel .................................................................................................. 42
F. Definisi Operasional Variabel ................................................................... 44
G. Pengujian Instrumen Kuesioner ................................................................. 47
1. Uji Validitas .......................................................................................... 47
2. Uji Reliabilitas ...................................................................................... 48
H. Metode Analisis Data ................................................................................ 50
BAB IV HASIL PENELITIAN
A. Gambaran Umum Perusahaan .................................................................... 52
1. Visi Bank Panin .................................................................................. 53
2. Misi Bank Panin .................................................................................. 53
3. Slogan ................................................................................................ 53
4. Produk Panin Bank .............................................................................. 54
B. Analisa Data ............................................................................................. 60
1. Uji Asumsi Klasik ............................................................................. .... 60
2. Karakteristik Responden ..................................................................... 65
3. Analisis Deskriptif .............................................................................. 67
3.1. Distribusi Frekuensi Variabel Reliability (keandalan) .................... 68
3.2. Distribusi Frekuensi Variabel Responsiveness (daya tanggap) ....... 70
3.3. Distribusi Frekuensi Variabel Tangible (bukti langsung) ............... 71
3.4. Distribusi Frekuensi Variabel Empathy (empati) ............................ 73
3.5. Distribusi Frekuensi Variabel Assurance (jaminan) ....................... 74
3.6. Distribusi Frekuensi Variabel Kepuasan Nasabah .......................... 75
v
3.7. Distribusi Frekuensi Variabel Loyalitas Nasabah .......................... 77
4. Analisis Korelasi ................................................................................. 78
4.1. Korelasi Parsial ............................................................................ 78
4.2. Korelasi Simultan ......................................................................... 81
5. Analisis Regresi .................................................................................. 82
6. Analisis Jalur (Path) ............................................................................ 84
C. Pembahasan .............................................................................................. 88
BAB V KESIMPULAN DAN SARAN
A. Kesimpulan ................................................................................................. 99
B. Saran ........................................................................................................... 98
DAFTAR PUSTAKA
LAMPIRAN
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DAFTAR ISI
BAB I PENDAHULUAN
A. Latar Belakang ........................................................................................... 1
B. Rumusan Masalah ...................................................................................... 6
C. Tujuan Penelitian ....................................................................................... 7
D. Kegunaan penelitian ................................................................................... 7
BAB II KAJIAN PUSTAKA
A. Kualitas Pelayanan ..................................................................................... 8
1. Konsep Kualitas Pelayanan ................................................................... 8
2. Perspektif dan Manfaat Kualitas Pelayanan ........................................... 9
3. Dimensi Kualitas Pelayanan .................................................................. 10
B. Penelitian Terdahulu.................................................................................... 11
C. Kepuasan Pelanggan.................................................................................... 14
1. Konsep Pelanggan ................................................................................. 14
2. Pengertian Kepuasan Pelanggan ............................................................ 14
3. Konsep Kepuasan Pelanggan ................................................................. 15
4. Strategi Peningkatkan Kepuasan Pelanggan. .......................................... 17
5. Persepsi Pelanggan ................................................................................ 20
6. Harapan Pelanggan ............................................................................... 20
7. Pengukuran Kepuasan Pelanggan .......................................................... 22
8. Hubungan Antara Kualitas Pelayanan dengan Kepuasan Pelanggan ...... 24
D. Loyalitas ..................................................................................................... 28
1. Pengertian Loyalitas .............................................................................. 28
2. Tahapan Loyalitas ................................................................................. 29
3. Pengaruh Kepuasan terhadap Loyalitas Nasabah ................................... 30
B. Jasa Bank ................................................................................................... 31
1. Pengertian Bank .................................................................................... 31
2. Fungsi dan Peran Bank .......................................................................... 33
3. Jasa-Jasa Perbankan .............................................................................. 33
C. Kerangka Pikir Penelitian ........................................................................... 34
iv
D. Hipotesis .................................................................................................... 38
BAB III METODE PENELITIAN
A. Jenis Penelitian ......................................................................................... 40
B. Lokasi dan Waktu Penelitian ..................................................................... 40
C. Jenis dan Sumber Data .............................................................................. 40
D. Teknik Pengumpulan Data ........................................................................ 41
E. Populasi dan Sampel ................................................................................. 42
1. Populasi .............................................................................................. 42
2. Sampel .................................................................................................. 42
F. Definisi Operasional Variabel ................................................................... 44
G. Pengujian Instrumen Kuesioner ................................................................. 47
1. Uji Validitas .......................................................................................... 47
2. Uji Reliabilitas ...................................................................................... 48
H. Metode Analisis Data ................................................................................ 50
BAB IV HASIL PENELITIAN
A. Gambaran Umum Perusahaan .................................................................... 52
1. Visi Bank Panin .................................................................................. 53
2. Misi Bank Panin .................................................................................. 53
3. Slogan ................................................................................................ 53
4. Produk Panin Bank .............................................................................. 54
B. Analisa Data ............................................................................................. 60
1. Uji Asumsi Klasik ............................................................................. .... 60
2. Karakteristik Responden ..................................................................... 65
3. Analisis Deskriptif .............................................................................. 67
3.1. Distribusi Frekuensi Variabel Reliability (keandalan) .................... 68
3.2. Distribusi Frekuensi Variabel Responsiveness (daya tanggap) ....... 70
3.3. Distribusi Frekuensi Variabel Tangible (bukti langsung) ............... 71
3.4. Distribusi Frekuensi Variabel Empathy (empati) ............................ 73
3.5. Distribusi Frekuensi Variabel Assurance (jaminan) ....................... 74
3.6. Distribusi Frekuensi Variabel Kepuasan Nasabah .......................... 75
v
3.7. Distribusi Frekuensi Variabel Loyalitas Nasabah .......................... 77
4. Analisis Korelasi ................................................................................. 78
4.1. Korelasi Parsial ............................................................................ 78
4.2. Korelasi Simultan ......................................................................... 81
5. Analisis Regresi .................................................................................. 82
6. Analisis Jalur (Path) ............................................................................ 84
C. Pembahasan .............................................................................................. 88
BAB V KESIMPULAN DAN SARAN
A. Kesimpulan ................................................................................................. 99
B. Saran ........................................................................................................... 98
DAFTAR PUSTAKA
LAMPIRAN
DAFTAR BAGAN
Bagan
2.1 Konsep Kepuasan Pelanggan ..................................................................... 16
2.2. Hubungan Pelayanan-Kepuasan Pelanggan-Loyalitas ............................... 19
2.3. Hubungan Kualitas Pelayanan dan Kepuasan Pelanggan .......................... . 24
2.4. Hubungan Kepuasan terhadap Loyalitas Pelanggan .................................. . 31
2.5. Kerangka Pikir Penelitian........................................................................... . 37
iii
DAFTAR ISI
BAB I PENDAHULUAN
A. Latar Belakang ........................................................................................... 1
B. Rumusan Masalah ...................................................................................... 6
C. Tujuan Penelitian ....................................................................................... 7
D. Kegunaan penelitian ................................................................................... 7
BAB II KAJIAN PUSTAKA
A. Kualitas Pelayanan ..................................................................................... 8
1. Konsep Kualitas Pelayanan ................................................................... 8
2. Perspektif dan Manfaat Kualitas Pelayanan ........................................... 9
3. Dimensi Kualitas Pelayanan .................................................................. 10
B. Penelitian Terdahulu.................................................................................... 11
C. Kepuasan Pelanggan.................................................................................... 14
1. Konsep Pelanggan ................................................................................. 14
2. Pengertian Kepuasan Pelanggan ............................................................ 14
3. Konsep Kepuasan Pelanggan ................................................................. 15
4. Strategi Peningkatkan Kepuasan Pelanggan. .......................................... 17
5. Persepsi Pelanggan ................................................................................ 20
6. Harapan Pelanggan ............................................................................... 20
7. Pengukuran Kepuasan Pelanggan .......................................................... 22
8. Hubungan Antara Kualitas Pelayanan dengan Kepuasan Pelanggan ...... 24
D. Loyalitas ..................................................................................................... 28
1. Pengertian Loyalitas .............................................................................. 28
2. Tahapan Loyalitas ................................................................................. 29
3. Pengaruh Kepuasan terhadap Loyalitas Nasabah ................................... 30
B. Jasa Bank ................................................................................................... 31
1. Pengertian Bank .................................................................................... 31
2. Fungsi dan Peran Bank .......................................................................... 33
3. Jasa-Jasa Perbankan .............................................................................. 33
C. Kerangka Pikir Penelitian ........................................................................... 34
iv
D. Hipotesis .................................................................................................... 38
BAB III METODE PENELITIAN
A. Jenis Penelitian ......................................................................................... 40
B. Lokasi dan Waktu Penelitian ..................................................................... 40
C. Jenis dan Sumber Data .............................................................................. 40
D. Teknik Pengumpulan Data ........................................................................ 41
E. Populasi dan Sampel ................................................................................. 42
1. Populasi .............................................................................................. 42
2. Sampel .................................................................................................. 42
F. Definisi Operasional Variabel ................................................................... 44
G. Pengujian Instrumen Kuesioner ................................................................. 47
1. Uji Validitas .......................................................................................... 47
2. Uji Reliabilitas ...................................................................................... 48
H. Metode Analisis Data ................................................................................ 50
BAB IV HASIL PENELITIAN
A. Gambaran Umum Perusahaan .................................................................... 52
1. Visi Bank Panin .................................................................................. 53
2. Misi Bank Panin .................................................................................. 53
3. Slogan ................................................................................................ 53
4. Produk Panin Bank .............................................................................. 54
B. Analisa Data ............................................................................................. 60
1. Uji Asumsi Klasik ............................................................................. .... 60
2. Karakteristik Responden ..................................................................... 65
3. Analisis Deskriptif .............................................................................. 67
3.1. Distribusi Frekuensi Variabel Reliability (keandalan) .................... 68
3.2. Distribusi Frekuensi Variabel Responsiveness (daya tanggap) ....... 70
3.3. Distribusi Frekuensi Variabel Tangible (bukti langsung) ............... 71
3.4. Distribusi Frekuensi Variabel Empathy (empati) ............................ 73
3.5. Distribusi Frekuensi Variabel Assurance (jaminan) ....................... 74
3.6. Distribusi Frekuensi Variabel Kepuasan Nasabah .......................... 75
v
3.7. Distribusi Frekuensi Variabel Loyalitas Nasabah .......................... 77
4. Analisis Korelasi ................................................................................. 78
4.1. Korelasi Parsial ............................................................................ 78
4.2. Korelasi Simultan ......................................................................... 81
5. Analisis Regresi .................................................................................. 82
6. Analisis Jalur (Path) ............................................................................ 84
C. Pembahasan .............................................................................................. 88
BAB V KESIMPULAN DAN SARAN
A. Kesimpulan ................................................................................................. 99
B. Saran ........................................................................................................... 98
DAFTAR PUSTAKA
LAMPIRAN
DAFTAR BAGAN
Bagan
2.1 Konsep Kepuasan Pelanggan ..................................................................... 16
2.2. Hubungan Pelayanan-Kepuasan Pelanggan-Loyalitas ............................... 19
2.3. Hubungan Kualitas Pelayanan dan Kepuasan Pelanggan .......................... . 24
2.4. Hubungan Kepuasan terhadap Loyalitas Pelanggan .................................. . 31
2.5. Kerangka Pikir Penelitian........................................................................... . 37
101
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