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Table Of Contents

1.1. Latar Belakang Masalah
1.2. Perumusan Masalah
1.3. Tujuan Penelitian
1.4. Manfaat Penelitian
2.1.1. Pengertian Service Quality
2.1.2. Prinsip-Prinsip Service Quality
2.2.1. Pengertian Trust
2.2.2. Kepercayaan, Sikap Dan Perilaku Terbentuk
2.3.1. Defenisi Customer Satisfaction
2.3.2. Metode Pengukuran Kepuasan Pelanggan
2.3.3. Strategi Kepuasan Pelanggan
2.4.1. Golongan Loyalitas Pelanggan
2.4.2. Loyalitas dan Siklus Pembelian
2.4.3. Keterikatan Sebagai Prasyarat Bagi Loyalitas
2.4.4. Jenis Loyalitas
2.4.5. Tingkat Loyalitas Pelanggan
2.5. Penelitian Terdahulu
2.6. Kerangka Konseptual
2.7. Hipotesis
3.1. Jenis Penelitian
3.2. Tempat dan Waktu Penelitian
3.3. Batasan Operasional
3.4. Defenisi Operasional Variabel
3.5. Skala Pengukuran Variabel
3.6. Populasi dan Sampel
3.7. Jenis dan Sumber Data
3.8. Metode Pengumpulan Data
3.9. Uji Validitas dan Reliabilitas
3.10. Teknik Analisis Data
4. Uji Hipotesis
5. Pengujian Koefisien Determinan (R2
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Anmul Final

Anmul Final

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Published by: Lewildy Victor Silitonga on Dec 21, 2011
Copyright:Attribution Non-commercial

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04/04/2013

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Belly Yan Dewantara added this note
SKRIPSINYA bagus....maksinya q dapet tambahan ilmu
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