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2.6 Hubungan Kualitas Pelayanan Dengan Kepuasan Pelanggan 35<br />
2.7 Kerangka Pemikiran........................................................... 37<br />
2.8 Model Hipotesis ................................................................. 38<br />
2.9 Hipotesis Penelitian............................................................ 39<br />
<strong>BAB</strong> III : METODOLOGI PENELITIAN<br />
3.1 Lokasi Penelitian................................................................ 41<br />
3.2 Jenis Penelitian.................................................................. 41<br />
3.3 Jenis Data .......................................................................... 41<br />
3.4 Sumber Data...................................................................... 42<br />
3.5 Teknik Pengumpulan Data................................................ 42<br />
3.6 Populasi dan Sampel<br />
3.6.1 Populasi............................................................... 43<br />
3.6.2 Sampel................................................................. 44<br />
3.7 Teknik Pengambilan Sampel............................................. 44<br />
3.8 Skala Pengukuran Variabel............................................... 45<br />
3.9 Definisi Operasional Variabel........................................... 46<br />
3.10 Pengujian Instrumen Kuesioner<br />
3.10.1 Uji Validitas ...................................................... 52<br />
3.10.2 Uji Reliabilitas .................................................. 53<br />
3.11 Teknik Analisa Data<br />
3.11.1 Analisis Regresi Berganda ................................ 54<br />
3.11.2 Analisis Regresi Parsial .................................... 54<br />
3.12 Koefisien Determinasi....................................................... 55<br />
3.13 Pengujian Hipotesis<br />
3.13.1 Uji Hipotesis 1 (uji F dan Uji t) ........................ 56<br />
3.13.2 Uji Hipotesis 2 .................................................. 58<br />
3.14 Uji Asumsi Klasik............................................................. 58<br />
<strong>BAB</strong> IV : HASIL DAN PEMBAHASAN<br />
4.1 Gambaran Umum Perusahaan............................................ 63<br />
4.2 Deskripsi Responden.......................................................... 65<br />
4.3 Distribusi Jawaban Responden .......................................... 82<br />
4.4 Hasil Uji Instrumen............................................................ 91
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