DAFTAR ISI Halaman KATA PENGANTAR ............................................................................................. i UCAPAN TERIMA KASIH.................................................................................. iii DAFTAR ISI............................................................................................................v DAFTAR TABEL................................................................................................ viii DAFTAR GAMBAR ...............................................................................................x DAFTAR LAMPIRAN.......................................................................................... xi I. PENDAHULUAN ................................................................................................1 1.1 Latar Belakang ................................................................................................1 1.2 Rumusan Masalah ...........................................................................................5 1.3 Tujuan Penelitian ............................................................................................5 1.4 Manfaat Penelitian ..........................................................................................6 1.5 Ruang Lingkup Penelitian...............................................................................6 II. TINJAUAN PUSTAKA DAN KERANGKA PEMIKIRAN………………....8 2.1 Kerangka Teoritis.........................................................................................8 2.1.1 Konsumen ...........................................................................................8 2.1.2 Perilaku Konsumen…………………………………………………. 8 2.1.3 Jasa dan Kualitas Pelayanan Jasa........................................................9 2.1.3.1 Jasa ..........................................................................................9 2.1.3.2 Kualitas Pelayanan Jasa ........................................................11 2.1.4 Proses Pengambilan Keputusan Pembelian ......................................18 2.1.4.1 Pengenalan Kebutuhan...........................................................18 2.1.4.2 Pencarian Informasi ...............................................................19 2.1.4.3 Evaluasi Alternatif .................................................................20 2.1.4.4 Pembelian...............................................................................21 2.1.4.5 Evaluasi Pascapembelian .......................................................21 2.1.5 Kepuasan Konsumen.........................................................................22 2.1.6 Loyalitas Konsumen .........................................................................25 2.1.7 Seni....................................................................................................28 2.1.8 Musik ................................................................................................30 2.1.9 Studio Rekaman ................................................................................31 2.1.10 Label................................................................................................35 2.2 Kajian Penelitian Terdahulu.......................................................................35 2.3 Kerangka Pemikiran Konseptual................................................................40 III. METODE PENELITIAN…………………………………………………… 42 3.1 Lokasi dan Waktu Penelitian .....................................................................42 3.2 Desain Penelitian........................................................................................42 3.3 Jenis dan Sumber Data ...............................................................................42
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Halaman 3.4 Metode Pengambilan Data .........................................................................43 3.5 Metode Pengambilan Sampel.....................................................................43 3.6 Variabel Penelitian .....................................................................................44 3.7 Metode Pengolahan dan Analisis Data ......................................................46 3.7.1 Analisis Deskriptif ............................................................................46 3.7.2 Penalty Reward Analysis (PRA) ......................................................46 3.7.3 Customer Satisfaction Index (CSI) ..................................................49 3.7.4 Customer Loyalty Index (CLI) .........................................................50 3.7.5 Structural Equation Modeling (SEM) ..............................................51 IV. GAMBARAN UMUM PERUSAHAAN…………………………………… 57 4.1 Sejarah Studio Xumber Maxmur ...............................................................57 4.2 Struktur Organisasi Studio Xumber Maxmur ............................................58 4.3 Fasilitas Studio Xumber Maxmur ..............................................................61 4.3.1 Jam Operasional Studio Xumber Maxmur........................................63 4.3.2 Penetapan Harga Fasilitas Studio Xumber Maxmur.........................63 V. HASIL DAN PEMBAHASAN…………………………………………….. 65 5.1 Karakteristik Umum Responden ................................................................65 5.1.1 Jenis Kelamin ....................................................................................65 5.1.2 Usia Responden.................................................................................67 5.1.3 Tingkat Pendidikan ...........................................................................67 5.1.4 Profesi ...............................................................................................68 5.1.5 Status Pernikahan ..............................................................................68 5.1.6 Pendapatan per Bulan........................................................................69 5.1.7 Pengeluaran per Bulan untuk Kegiatan Bermusik ............................69 5.2 Proses Pengambilan Keputusan Pembelian ...............................................70 5.2.1 Pengenalan Kebutuhan......................................................................70 5.2.2 Pencarian Informasi ..........................................................................72 5.2.3 Evaluasi Alternatif ............................................................................72 5.2.4 Pembelian..........................................................................................73 5.2.5 Evaluasi Pascapembelian ..................................................................74 5.4 Tingkat Kepuasan Dimensi Pelayanan Studio Xumber Maxmur………...75 5.4.1 Tangible ............................................................................................75 5.4.2 Reliability ..........................................................................................79 5.4.3 Responsiveness..................................................................................82 5.4.4 Assurance ..........................................................................................84 5.4.5 Empathy ............................................................................................86 5.5 Analisis Model Struktural Kepuasan Konsumen .......................................88 5.5.1 Pengaruh Dimensi SERVQUAL Terhadap Kepuasan......................94 5.5.2 Hubungan antara Dimensi SERVQUAL dengan Variabel .................. Indikatornya ......................................................................................96 5.5.2.1 Hubungan antara Dimensi Tangible dengan vi
Halaman Variabel Indikatornya.........................................................96 5.5.2.2 Hubungan antara Dimensi Reliability dengan Variabel Indikatornya.........................................................98 5.5.2.3 Hubungan antara Dimensi Responsiveness dengan Variabel Indikatornya.........................................................99 5.5.2.4 Hubungan antara Dimensi Assurance dengan Variabel Indikatornya.......................................................100 5.5.2.5 Hubungan antara Dimensi Empathy dengan Variabel Indikatornya.......................................................101 5.5.3 Hubungan antara Dimensi Kepuasan Dengan Dimensi Loyalitas..........................................................................................102 5.5.4 Hubungan antara Dimensi Loyalitas dengan Variabel Indikatornya ....................................................................................103 5.6 Penalty Reward Analysis ..........................................................................104 5.7 Customer Satisfaction Index .....................................................................106 5.8 Customer Loyalty Index ............................................................................110 5.9 Implikasi Manajerial .................................................................................111 VI. KESIMPULAN DAN SARAN……………………………………………. 118 6.1 Kesimpulan ..............................................................................................118 6.2 Saran..........................................................................................................119 DAFTAR PUSTAKA ..........................................................................................121 LAMPIRAN.........................................................................................................124
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DAFTAR TABEL
Nomor
Halaman
1
Variabel Penelitian Kepuasan Konsumen..................................................45
2
Kriteria Nilai Customer Satisfaction Index (CSI) ......................................50
3
Karakteristik Umum Responden Studio Rekaman Xumber Maxmur.…...66
4
Hasil Analisis Terhadap Proses Pengambilan Keputusan Pembelian Respoden Studio Rekaman Xumber Maxmur……………………………71
5
Penilaian Responden Berdasarkan Tingkat Kepuasan Terhadap Dimensi Tangible .....................................................................................................76
6
Penilaian Responden Berdasarkan Tingkat Kepuasan Terhadap Dimensi Reliability ...................................................................................................80
7
Penilaian Responden Berdasarkan Tingkat Kepuasan Terhadap Dimensi Responsiveness...........................................................................................82
8
Penilaian Responden Berdasarkan Tingkat Kepuasan Terhadap Dimensi Assurance ...................................................................................................85
9
Penilaian Responden Berdasarkan Tingkat Kepuasan Terhadap Dimensi Empathy......................................................................................................87
10
Hasil Kriteria Kesesuaian Keseluruhan Model Penelitian………………..91
11
Koefisien Konstruk dan Pengaruh Variabel Indikator…………………....95
12
Nilai Faktor Muatan dan Uji-t Dimensi Tangible………………………...97
13
Nilai Faktor Muatan dan Uji-t Dimensi Reliability…………………….....98
14
Nilai Faktor Muatan dan Uji-t Dimensi Responsiveness………………....100
15
Nilai Faktor Muatan dan Uji-t Dimensi Assurance…………………….....100
16
Nilai Faktor Muatan dan Uji-t Dimensi Emphaty………………………..102
17
Nilai Faktor Muatan dan Uji-t Loyalitas………………………………....103 viii
Nomor
Halaman
18
Hasil Analisis Penalty Reward.................................................................105
19
Hasil perhitungan CSI dan CLI................................................................108
20
Penyesuaian Alat Analisis CSI, SEM, Penalty Reward Analysis Terhadap Implikasi Manajerial………………..………………………...116
21
Penyesuaian Alat Analisis Deskriptif dan CLI terhadap Implikasi Manajerial ................................................................................................117
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DAFTAR GAMBAR
Nomor
Halaman
1
Market Share Studio Rekaman di Kota Bogor ............................................3
2
Pekembangan Studio Rekaman di Kota Bogor ...........................................4
3
Tahap-tahap Proses Keputusan Pembelian ................................................18
4
Diagram Konsep Kepuasan Konsumen .....................................................23
5
Manfaat Kepuasan Konsumen dan Kualitas Jasa.......................................24
6
Kerangka Pemikiran Konseptual................................................................41
7
Model Struktural Kepuasan Konsumen .....................................................56
8
Nilai Estimasi Diagram Lintas Model Kepuasan Konsumen Studio Xumber Maxmur……………………………………………………….....89
9
Nilai Uji-t Diagram Model Kepuasan Konsumen Studio Xumber Maxmur...…………………………………………………………………93
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DAFTAR LAMPIRAN
Nomor
Halaman
1
Kuesioner Penelitian ...............................................................................124
2
Hasil Output SEM ...................................................................................130
3
Peta Lokasi Studio Xumber Maxmur.......................................................132
4
Struktur Organisasi Studio Xumber Maxmur ..........................................133
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