DAFTAR ISI Halaman HALAMAN JUDUL .......................................................................................
i
HALAMAN PERSETUJUAN PEMBIMBING ..............................................
ii
HALAMAN PENGESAHAN ..........................................................................
iii
HALAMAN MOTTO ......................................................................................
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ABSTRAK .......................................................................................................
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KATA PENGANTAR ....................................................................................
vi
DAFTAR ISI ...................................................................................................
viii
DAFTAR TABEL ...........................................................................................
xii
DAFTAR GRAFIK ..........................................................................................
xiii
DAFTAR GAMBAR .......................................................................................
xiii
BAB I PENDAHULUAN ............................................................................
1
1.1. Latar Belakang Masalah .....................................................................
1
1.2. Perumusan Masalah ...........................................................................
5
1.3. Tujuan Penelitian ................................................................................
7
1.4. Manfaat Penelitian .............................................................................
7
BAB II TELAAH PUSTAKA .......................................................................
9
2.1. Landasan Teori ....................................................................................
9
2.1.1 Keputusan Pembelian .....................................................................
9
2.1.1.1 Proses Pengambilan Keputusan ..............................................
9
2.1.1.2 Tahap-Tahap Pengambilan Keputusan ...................................
10
2.1.2 Teori Kelompok Referensi .............................................................
14
2.1.2.1 Pengertian Kelompok Referensi .............................................
14
2.1.2.2 Proses Kelompok Referensi ....................................................
16
2.1.3 Teori Kualitas Produk ....................................................................
17
2.1.3.1 Klasifikasi Produk...................................................................
17
2.1.3.2 Pengertian Kualitas Produk ....................................................
18
viii
2.1.3.3 Dimensi Kualitas Produk ........................................................
22
2.1.4 Teori Kualitas Pelayanan ...............................................................
23
2.1.4.1 Dimensi Kualitas Pelayanan ...................................................
24
2.1.4.2 Faktof-Faktor Yang Mempengaruhi Kualitas Pelayanan .......
26
2.1.4.3 Prinsip-Prinsip Kualitas Pelayanan .........................................
28
2.1.5 Hubungan Antar Variabel ..............................................................
30
2.1.5.1 Hubungan Kelompok Referensi Dengan Keputusan Pembelian ...............................................................................
30
2.1.5.2 Hubungan Kualitas Produk Dengan Keputusan Pembelian ....
31
2.1.5.3 Hubungan Kualitas Layanan Dengan Keputusan Pembelian .
31
2.2. Penelitihan Terdahulu..........................................................................
32
2.3. Kerangka Konseptual ..........................................................................
37
2.4. Hipotesis Penelitian.............................................................................
39
BAB III METODE PENELITIAN ..................................................................
40
3.1. Jenis Penelitian ....................................................................................
40
3.2. Deskripsi Populasi Dan Penentuan Sampel ........................................
40
3.2.1 Populasi Penelitian .........................................................................
40
3.2.2 Penentuan Sampel ..........................................................................
41
3.3. Variabel Dan Definisi Operasional Variabel ......................................
42
3.3.1 Variabel ..........................................................................................
42
3.3.2 Definisi Operasional Variabel........................................................
43
3.4. Teknik Pengumpulan Data Dan Instrumen Penelitian ........................
45
3.4.1 Jenis Dan Sumber Data .................................................................
45
3.4.2 Metode Pengumpulan Data ...........................................................
45
3.5. Teknik Keabsahan Data .....................................................................
46
3.5.1 Uji Validitas Dan Reliabilitas .......................................................
46
3.5.1.1 Uji Validitas .............................................................................
46
3.5.1.2 Uji Reliabilitas .........................................................................
47
3.5.2 Uji Asumsi Klasik .........................................................................
48
ix
3.5.2.1 Uji Normalitas ........................................................................
48
3.5.2.2 Uji Heteroskedastisitas ...........................................................
48
3.5.2.3 Uji Multikolinearitas ..............................................................
49
3.6 Teknik Analisis Data ............................................................................
50
3.6.1 Analisis Regresi Linear Berganda .................................................
50
3.6.2 Koefiesien Determinasi..................................................................
51
3.6.3 Uji Hipotesis .................................................................................
52
3.6.3.1 Uji Pengaruh Simultan (Uji F) ................................................
52
3.6.3.2 Uji Pengaruh Parsial (Uji T) ...................................................
52
BAB IV PENYAJIAN DAN ANALISA DATA ...........................................
54
4.1 Penyajian Data ...................................................................................
54
4.1.1 Sejarah Singkat Perusahaan ..........................................................
54
4.1.2 Produk Dan Layanan ....................................................................
55
4.1.3 Karakteristik Responden ..............................................................
57
4.1.3.1 Karakteristik Responden Berdasarkan Jenis Kelamin ...........
57
4.1.3.2 Karakteristik Responden Berdasarkan Usia ..........................
58
4.1.3.3 Karakteristik Responden Berdasarkan Profesi ......................
59
4.1.3.4 Karakteristiok Responden Berdasarkan Tingkat Pengeluaran Perbulan..................................................................................
60
4..1.4 Diskriptif Variabel .....................................................................
61
4.1.4.1 Variabel Kelompok Referensi ..............................................
62
4.1.4.2 Variabel Kualitas Produk .......................................................
63
4.1.4.3 Variabel Kualitas Layanan ....................................................
63
4.1.4.4 Variabel Keputusan Pembelian ..............................................
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4.2 Teknik Keabsahan Data .....................................................................
65
4.2.1 Uji Validitas .............................................................................
65
4.2.1.1 Kelompok Referensi ...........................................................
66
4.2.1.2 Kualitas Produk...................................................................
67
4.2.1.3 Kualitas Layanan ................................................................
68
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4.2.1.4 Keputusan Pembelian ..........................................................
70
4.2.2 Uji Reliabilitas .........................................................................
71
4.3 Teknik Analisa Data ..........................................................................
73
4.3.1 Uji Asumsi Klasik .........................................................................
73
4.3.1.1 Uji Normalitas........................................................................
73
4.3.1.2 Uji Heteroskedastisitas ..........................................................
74
4.3.1.3 Uji Multikolinearitas ..............................................................
76
4.3.2. Analisis Regresi Linier Berganda ................................................
77
4.3.2.1 Analisa Regresi Linier ............................................................
77
4.3.2.2 Kofiesien Determinasi (R – Square) ......................................
79
4.3.3 Uji Hipotesis ................................................................................
80
4.3.3.1 Uji F ........................................................................................
80
4.3.3.2 Uji T ........................................................................................
81
4.4. Interprestasi Hasil ..............................................................................
83
4.4.1 Pengaruh Kelompok Referensi, Kualitas Produk Dan Kualitas Layanan Terhadap Keputusan Pembelian...................................
83
4.4.2 Pengaruh Kelompok Referensi Terhadap Keputusan Pembeian ..
84
4.4.3 Pengaruh Kualitas Produk Terhadap Keputusan Pembelian .......
85
4.4.4 Pengaruh Kualitas Layanan Terhadap Keputusan Pembelian .....
86
BAB V KESIMPULAN DAN SARAN ..........................................................
87
5.1 Kesimpulan ..........................................................................................
87
5.2. Saran-saran .........................................................................................
89
DAFTAR PUSTAKA LAMPIRAN Lampiran 1 (Kuesioner) Lampiran 2 (Uji Frequensi Responden) Lampiran 3 (Uji Deskripsi Variabel)
xi
Lampiran 4 (Uji Keabsahan Data) Lampiran 5 (Uji Analisa Data) Lampiran 6 (tabel r)
DAFTAR TABEL Halaman Tabel 2.1
Penelitian Terdahulu ..............................................................
35
Tabel 4.1
Daftar Jenis Galvalum ..........................................................
55
Tabel 4.2
Daftar Jenis Galvalum ..........................................................
56
Tabel 4.3
Daftar Jenis Galvalum ..........................................................
56
Tabel 4.4
Hasil Jawaban Responden (X1) ............................................
62
Tabel 4.5
Hasil Jawaban Responden (X2).............................................
63
Tabel 4.6
Hasil Jawaban Responden (X3).............................................
64
Tabel 4.7
Hasil Jawaban Responden (Y)...............................................
65
Tabel 4.8
Uji Validitas Variabel Kelompok Referensi ............................
67
Tabel 4.9
Uji Validitas Variabel Kualitas Produk ...................................
68
Tabel 4.10
Uji Validitas Variabel Kualitas Layanan .................................
69
Tabel 4.11
Uji Validitas Variabel Keputusan Pembelian ............................
71
Tabel 4.12
Uji Reliability Variabel Kelompok Referensi ...........................
72
Tabel 4.13
Uji Realiability Variabel Kualitas Produk .................................
72
Tabel 4.14
Uji Realiability Variabel Kualitas Layanan................................
73
Tabel 4.15
Uji Realiability Variabel Keputusan Pembelian .........................
73
Tabel 4.16
Uji Normalitas ............................................................................
74
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Tabel 4.17
Uji Heteroskedastisitas ...............................................................
75
Tabel 4,18
Uji Heteroskedastisitas ...............................................................
75
Tabel 4.19
Uji Multikolineritas ...................................................................
76
Tabel 4.20
Uji Regresi .................................................................................
77
Tabel 4.21
Koefiesien Deteminasi (R2) ......................................................
79
Tabel 4.22
Uji Pengaruh Simultan ..............................................................
80
DAFTAR GRAFIK Halaman Grafik 4.1
Grafik Frekuensi Responden Berdasarkan Jenis Kelamin ...
57
Grafik 4.2
Grafik Frekuensi Responden Berdasarkan Usia ...................
58
Grafik 4.3
Grafik Frekuensi Responden Berdasarkan Profesi ................
59
Grafik 4.4
Grafik Frekuensi Responden Berdasarkan pendapatan perbulan ...............................................................................
60
DAFTAR GAMBAR Halaman Gambar 2.1 Proses Pembelian Konsumen Model .....................................
11
Gambar 2.2 Kerangka Konseptual ............................................................
38
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