DAFTAR ISI HALAMAN JUDUL ............................................................................................ i HALAMAN PENGESAHAN ........................................................................... ii MOTTO ............................................................................................................ iii HALAMAN PERSEMBAHAN ........................................................................ iv ABSTRAKSI ...................................................................................................... v KATA PENGANTAR .......................................................................................... vi DAFTAR ISI .................................................................................................. viii DAFTAR TABEL ........................................................................................... xi DAFTAR GAMBAR ........................................................................................ xiii DAFTAR LAMPIRAN .............................................................................. xiv BAB I. PENDAHULUAN A. Latar Belakang Masalah ................................................................................. 1 B. Rumusan Masalah ............................................................................................. 7 C. Tujuan Penelitian ............................................................................................. 7 D. Manfaat Penelitian ................................................................................. 7 E. Landasan Teori ............................................................................................. 8 Teori yang Digunakan ................................................................................. 8 F. Landasan Empiris ........................................................................................... 19 Penelitian Terdahulu ............................................................................... 19 G. Kerangka Pemikiran ............................................................................... 25 H. Definisi Konsep dan Operasional ................................................................... 27 H.1. Definisi Konsep ............................................................................... 27 Loyalitas ........................................................................................... 27 H.2. Definisi Operasional ............................................................................... 27 I. Metode Penelitian ........................................................................................... 27 I.1. Tipe Penelitian ............................................................................... 29 I.2. Lokasi Penelitian ............................................................................... 29 I.3. Sumber Data ............................................................................... 30 I.4. Teknik Pengumpulan Data ................................................................... 30 I.5. Populasi dan Sampel ............................................................................... 31 a. Populasi ........................................................................................... 31 b. Sampel ........................................................................................... 32 I.6. Teknik Sampling ............................................................................... 33 I.7. Uji Validitas dan Realibilitas ....................................................... 33 a. Uji Validitas ............................................................................... 33 b. Uji Reliabilitas ............................................................................... 34 I.8. Teknik Analisis Data ................................................................... 36 a. Analisis Deskriptif ................................................................... 36
b. Uji Cochran Q Test ................................................................... 36 c. Analisis Faktor ............................................................................... 38 BAB II. GAMBARAN UMUM OBYEK PENELITIAN A. Sejarah Perusahaan ............................................................................... 43 B. Struktur Organisasi ............................................................................... 44 C. Bidang Usaha Perusahaan ................................................................... 45 BAB III. HASIL ANALISIS DATA DAN PEMBAHASAN A. Penelitian Tahap I ............................................................................... 54 B. Hasil Analisis Chocran ............................................................................... 56 Tabel 3.1. Tahap Pertama Uji Cochran ....................................................... 56 Tabel 3.2. Tahap Kedua Uji Cochran ....................................................... 57 Tabel 3.3. Tahap Ketiga Uji Cochran ....................................................... 59 Tabel 3.4. Tahap Keempat Uji Cochran ....................................................... 61 Tabel 3.5. Tahap Kelima Uji Cochran ....................................................... 63 C. Karakteristik Responden ................................................................... 66 Tabel 3.6. Statistik Responden ................................................................... 66 Tabel 3.7. Jenis Kelamin ............................................................................... 67 Tabel 3.8. Umur Responden ................................................................... 67 D. Hasil Validitas dan Reliabilitas ................................................................... 67 Tabel 3.9. Hasil Validitas dan Reliabilitas ....................................................... 68 E. Deskripsi Item Penelitian ................................................................... 69 Hasil Analisis Deskriptif terhadap item penelitian ............................... 70 F. Hasil Analisis Faktor ............................................................................... 81 1. Menentukan item yang akan dianalisa ....................................................... 81 2. Menguji item – item dengan KMO, Bartlett Test, dan MSA ................... 82 3. Melakukan Analisis Faktor ................................................................... 85 a. Communalities ............................................................................... 86 b. Pembentukan Faktor ................................................................... 86 c. Faktor Loading (Muatan Faktor) ....................................................... 88 4. Penamaan Faktor ............................................................................... 92 1. Faktor 1 ........................................................................................... 92 2. Faktor 2 ........................................................................................... 93 3. Faktor 3 ........................................................................................... 93 4. Faktor 4 ........................................................................................... 94 G. Pembahasan ........................................................................................... 94 BAB IV. PENUTUP A. Kesimpulan ........................................................................................... 99
B. Saran
..................................................................................................... 100
DAFTAR PUSTAKA LAMPIRAN
DAFTAR TABEL Tabel 1.1. TOP BRAND AWARD INDEX .......................................................... 5 Tabel 1.2. Daftar perusahaan pengguna JNE ......................................................... 6 Tabel 1.3. Landasan Empiris ................................................................................. 23 Tabel 1.4. Kategori Uji realibilitas ....................................................................... 35 Tabel 3.1. Tahap pertama uji Cochran ................................................................. 55 Tabel 3.2. Tahap kedua uji Cochran .................................................................... 56 Tabel 3.3. Tahap ketiga uji Cochran .................................................................... 58 Tabel 3.4. Tahap keempat uji Cochran ................................................................ 60 Tabel 3.5. Tahap kelima uji Cochran ................................................................... 62 Tabel 3.6. Statistik responden .............................................................................. 65 Tabel 3.7. Jenis kelamin ....................................................................................... 65 Tabel 3.8. Umur responden .................................................................................. 66 Tabel 3.9. Hasil validitas dan realibilitas ............................................................. 67 Tabel 3.10. Hasil analisis distribusi frekuensi tanggapan responden terhadap item Barang yang dikirim JNE cepat sampai .................................... 69 Tabel 3.11. Hasil analisis distribusi frekuensi tanggapan responden terhadap item JNE memberikan jaminan barang tidak akan hilang ................ 70 Tabel 3.12. Hasil analisis distribusi frekuensi tanggapan responden terhadap item JNE bersedia memberikan ganti rugi jika barang yang dikirim ternyata hilang ................................................................................... 71 Tabel 3.13. Hasil analisis distribusi frekuensi tanggapan reponden terhadap item Outlet JNE banyak .................................................................... 72 Tabel 3.14. Hasil analisis distribusi frekuensi tanggapan responden terhadap item Outelet JNE mudah untuk dicari ataupun diakses .................... 72 Tabel 3.15. Hasil analisis distribusi frekuensi tanggapan responden terhadap item Customer service JNE bersedia membantu jika konsumen kebingungan ...................................................................................... 73 Tabel 3.16. Hasil analisis distribusi frekuensi tanggapan responden terhadap item Penampilan customer service JNE menarik .............................. 74 Tabel 3.17. Hasil analisis distribusi frekuensi tanggapan responden terhadap item JNE mempunyai jenis jasa lebih variatif dibanding pesaingnya (jemput barang gratis, pengiriman makanan, pengiriman ASI, paket Yakin Esok Sampai) .......................................................................... 74 Tabel 3.18. Hasil analisis distribusi frekuensi tanggapan responden terhadap item Pekerja JNE bekerja secara profesional .................................... 75 Tabel 3.19. Hasil analisis distribusi frekuensi tanggapan responden terhadap item Kondisi kendaraan yang digunakan JNE selalu prima .............. 76 Tabel 3.20. Hasil analisis distribusi frekuensi tanggapan responden terhadap
item Jangakauan pengiriman JNE hingga ke daerah pelosok ........... 76 Tabel 3.21. Hasil analisis distribusi frekuensi tanggapan responden terhadap item JNE sangat menjaga privasi pelanggan ..................................... 77 Tabel 3.22. Hasil analisis distribusi frekuensi tanggapan responden terhadap item Kurir JNE akan menghubungi pelanggan yang dituju via telfon jika ternyata rumah pada alamat tersebut sedang kosong ....... 78 Tabel 3.23. Hasil analisis distribusi frekuensi tanggapan responden terhadap item Jika pelanggan yang dituju tidak dapat dihubungi maka paket akan diletakkan di outlet JNE terdekat dan memberi tahu via sms kepada pelanggan tujuan pengiriman ................................................ 78 Tabel 3.24. Hasil analisis distribusi frekuensi tanggapan responden terhadap item JNE bersedia menampung keluhan pelanggan dan memperbaiki kekurangannya ............................................................ 79 Tabel 3.25. KMO dan Bartlett’s Test ................................................................... 81 Tabel 3.26. Pengujian Nilai MSA Tahap 1 ........................................................... 82 Tabel 3.27. Pengujian Nilai MSA Tahap 2 .......................................................... 83 Tabel 3.28. Komunalitas ...................................................................................... 85 Tabel 3.29. Initial Eigenvalues ............................................................................ 86 Tabel 3.30. Tabel Komponen Matrix ................................................................... 87 Tabel 3.31. Rotated Component Matrix ............................................................... 88 Tabel 3.32. Component Matrix Transform .......................................................... 90
DAFTAR GAMBAR Gambar 1.1. Market Share Jasa Kurir Di Indonesia tahun 2010 ........................... 2 Gamber 1.2. Konsep Kepuasan Pelanggan .......................................................... 13 Gambar 1.3. Siklus pembelian ............................................................................. 19 Gambar 1.4. Kerangka Pemikiran ........................................................................ 26 Gambar 1.5. Struktur Organisasi .......................................................................... 43
DAFTAR LAMPIRAN
Kuesioner penelitian Cochran Q test Hasil olah data Cochran Q test Lampiran Hasil Wawancara Kuesioner penelitian Analisis Faktor Hasil uji instrumen Validitas dan Realiabilitas Karakteristik responden Distribusi Frekuensi jawaban Hasil Analisis Faktor
