DAFTAR ISI
PERSETUJUAN....................................................................................
i
PENGESAHAN.....................................................................................
ii
MOTO....................................................................................................
iii
HALAMAN PERSEMBAHAN............................................................
iv
ABSTRAK..............................................................................................
v
KATA PENGANTAR...........................................................................
vi
DAFTAR ISI..........................................................................................
x
DAFTAR TABEL ..................................................................................
xiii
DAFTAR GAMBAR .............................................................................
xv
DAFTAR LAMPIRAN .........................................................................
xvi
BAB I
PENDAHULUAN 1.1 Latar Belakang Masalah..................................................
1
1.2 Rumusan Masalah ...........................................................
5
1.3 Tujuan Penelitian .............................................................
5
1.4 Kerangka Pemikiran ........................................................
6
1.5 Hipotesis .........................................................................
13
1.6 Metode dan Teknik Penelitian ........................................
13
1.6.1 Metode Penelitian ...................................................
13
1.6.2 Populasi dan Sampel ...............................................
14
1.6.2.1 Populasi ................................................................
14
1.6.2.2 Sampel ..................................................................
14
1.6.3 Data, Jenis Data, Sumber Data …………………….
15
1.6.3.1 Data ......................................................................
15
1.6.3.2 Jenis Data .............................................................
16
1.6.3.3 Sumber Data ........................................................
16
1.6.4 Operasionalisasi Variabel……………………….....
17
1.6.5 Instrument Penelitian dan Pengujian Alat Ukur ......
18
1.6.5.1 Instrument Penelitian ...........................................
18
1.6.5.2 Pengujian Alat Ukur ............................................
19
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1.6.6 Bentuk Instrument ………………………………..
21
1.6.7 Teknik Analisis Data .............................................
21
1.7 Sistematika Penulisan ………………………………………
BAB II
ATRIBUT PRODUK ISLAM DAN LOYALITAS NASABAH 2.1 Produk ................................................................................. 26 2.1.1 Pengertian Produk ..................................................... 26 2.1.2 Tingkatan Produk ....................................................... 27 2.1.3 Klasifikasi Produk ....................................................
28
2.2 Atribut Produk Islam …....................................................
29
2.3 Loyalitas Nasabah ………………...................................
45
2.3.1 Pengertian Loyalitas ..............................…….....…
45
2.3.2 Konsep Loyalitas .....................................................
46
2.3.3 Karakteristik Loyalitas ............................................
47
2.3.4 Jenis Loyalitas .........................................................
48
2.3.5 Tahap Pertumbuhan Loyalitas .................................
49
BAB III ATRIBUT PRODUK ISLAM TABUNGAN MUAMALAT UMROH TERHADAP LOYALITAS NASABAH BANK MUAMALAT CABANG BANDUNG
3.1 Profil Bank Muamalat 3.1.1
Sejarah Bank Muamalat ……………….............. 51
3.1.2
Visi dan Misi Bank Syariah Mandiri…………... 54
3.1.3
Struktur Organisasi Kantor Pusat ……………... 55
3.1.3.1 Struktur Organisasi Cabang Bandung ................. 57 3.1.3.2 Uraian Jabatan ..................................................... 58 3.1.4
Produk ………………..…………….................... 60
3.2 Atribut Produk Islam Bank Muamalat Cabang Bandung ... 65
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BAB IV ANALISIS ATRIBUT PRODUK ISLAM TABUNGAN MUAMALAT UMROH TERHADAP LOYALITAS NASABAH
4.1 Pelaksanaan Atribut Produk Islam di Bank Muamalat Cabang Bandung .........................................................................
71
4.2 Tanggapan Nasabah Terhadap Atribut Produk Islam Bank Muamalat ..................................................….……………. 78 4.2.1 Indentitas Responden ................................................. 78 4.2.2 Tanggapan Nasabah Terhadap Atribut Produk Islam Tabungan Muamalat Umroh ................................................ 80 4.3 Loyalitas Nasabah Terhadap Produk Tabungan Muamalat Umroh 4.4 Pengaruh Atribut Produk Islam Tabungan Muamalat Umroh Terhadap Loyalitas Nasabah PT. Bank Muamalat Indonesia Tbk.
BAB V
Cabang Bandung ...............................................................
92
4.4.1 Analisis Regresi Linier Sederhana ...........................
92
4.4.2 Korelasi ..................................................................
94
4.4.3 Koefisien Determinasi ............................................
95
4.4.4 Uji Hipotesis (Uji t) .................................................
97
PENUTUP 5.1 Kesimpulan ......................................................................
99
5.2 Saran .................................................................................
100
DAFTAR PUSTAKA LAMPIRAN
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DAFTAR TABEL
Tabel 1.1 Dana Pihak Ketiga BankMuamalat ..........................………….
4
Tabel 1.2 Operasional Variable ................……………………………..... 17 Tabel 1.3 Bentuk Instrument ..................……………………………......
21
Tabel 2.1 Repeat Purchase ..................................................................
43
Tabel 3.1 Akad-akad yang di gunakan Bank Muamalat ..........................
67
Tabel 4.1 Profil Responden Berdasarkan Jenis Kelamin ..........................
78
Tabel 4.2 Profil Responden Berdasarkan Usia ........................................
78
Tabel 4.3 Profil Responden Berdasarkan Pendidikan Terakhir ................. 79 Tabel 4.4 Profil Responden Berdasarkan Pekerjaan ................................
79
Tabel 4.5 Tanggapan Responden Terhadap Merek .................................
80
Tabel 4.6 Tanggapan Responden Terhadap Label ..................................
81
Tabel 4.7 Tanggapan Responden Terhadap Kemasan ............................
82
Tabel 4.8 Tanggapan Responden Terhadap Warna ................................
82
Tabel 4.9 Tanggapan Responden Terhadap Jaminan ..............................
83
Tabel 4.10 Tanggapan Responden Terhadap Pelayanan ..........................
84
Tabel 4.11 Tanggapan Responden Terhadap Kualitas Produk .................
85
Tabel 4.12 Tanggapan Responden Terhadap Akad .................................
85
Tabel 4.13 Kriteria Presentasi Skor Tanggapan Responden Skor Ideal ..... 86 Tabel 4.14 Penilaian Responden Terhadap Atribut Produk Islam ............. 87
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Tabel 4.15 Tanggapan Responden Terhadap Produk Tabungan Muamalat Umroh Tabel 4.16 Tanggapan Responden Mengenai Kesediaan Melakukan Pembelian Ulang Secara Teratur .........................................................
88
Tabel 4.17 Tanggapan Responden Mengenai Konsistensi Dalam Memolih Produk .............................................................................................. ...................
89
Tabel 4.18 Tanggapan Responden Terhadap Keyakinan Pada Merek ...... 90 Tabel 4.19 Tanggapan Responden Mengenai Kekebalan Terhadap Tarikan Dari Pesaing ..............................................................................
90
Tabel 4.20 Loyalitas Nasabah Terhadap Produk Tabungan Muamalat Umroh 91 Tabel 4.21 Analisis Regresi Linier Sederhana ..........................................
93
Tabel 4.22 Pedoman Interprestasi Koefisien Korelasi ..............................
94
Tabel 4.23 Analisis Korelasi ................................................................
95
Tabel 4.24 Analisis Koefisien Determinasi ............................................
96
Tabel 2.45 Uji t ................................................................................. .......... 98
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DAFTAR GAMBAR
Gambar 2.1 Konsep Loyalitas Pelanggan .......................................……… 48 Gambar 3.1Struktur Organisasi Kantor Pusat Bank Muamalat .................. 55 Gambar 3.2 Struktur Organisasi Kantor Cabang Bandung ......................... 57 Gambar 3.3 Logo Bank Muamalat ............................................................. 65 Gambar 3.4 Label Tabungan Muamalat Umroh .....................................
66
Gambar 3.5 Kemasan Buku Tabungan & ATM Bank Muamalat ............. 66 Gambar 4.1 Logo Bank Muamalat .......................................................
72
Gambar 4.2 Kemasan Buku Tabungan & ATM Bank Muamalat ............. 73
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DAFTAR LAMPIRAN
Lampiran 1
SK Skripsi
Lampiran 2
Daftar Bimbingan Skripsi
Lampiran 3
Kuesioner
Lampiran 4
Coding Book
Lampiran 5
Coding Sheet Variabel X
Lampiran 6
Coding Sheet Variabel Y
Lampiran 7
Hasil SPSS
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