DAFTAR ISI

Hal
LEMBAR PENGESAHAN
ABSTRAK............................................................................................................ iii
ABSTRACT........................................................................................................... iv
KATA PENGANTAR.......................................................................................... v
DAFTAR ISI.......................................................................................................viii
DAFTAR TABEL............................................................................................... xii
DAFTAR GAMBAR...........................................................................................xiv
DAFTAR LAMPIRAN...................................................................................... xv
BAB I PENDAHULUAN
1.1. Latar Belakang Masalah.................................................................... 1
1.2. Identifikasi Masalah..........................................................................10
1.3. Tujuan Penelitian ..............................................................................10
1.4. Kegunaan Penelitian...........................................................................11
1.4.1. Kegunaan Teoritis..............................................................11
1.4.2. Kegunaan Praktis...............................................................11
1.5. Kerangka Pemikiran .........................................................................12
1.5.1

Kerangka Teoritis..............................................................12

1.5.2

Kerangka Konseptual........................................................19

1.6. Hipotesis ...........................................................................................26

1.7. Metodologi Penelitian ......................................................................27
1.7.1

Metode Penelitian..............................................................27

1.7.2

Operasionalisasi Variabel..................................................27

1.7.3 Teknik Sampling................................................................29

1.7.3.1

Populasi...............................................................29

1.7.3.2 Sampel................................................................. 30
1.8. Teknik Pengumpulan Data................................................................31
1.9. ..Teknik Pengolahan dan Analisis Data..............................................33

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1.10. Lokasi dan Waktu Penelitian............................................................36

1.10.1. Lokasi Penelitian..............................................................36
1.10.2. Waktu Penelitian...............................................................36
1.11 Uji Validitas dan Reliabilitas.............................................................37
BAB II TINJAUAN PUSTAKA
2.1. Tinjauan Tentang Komunikasi........................................................42
2.2. Tinjauan Tentang Public Relations.................................................50
2.3 Tinjauan Tentang Kinerja ..............................................................57
2.4. Tinjauan Tentang Jasa .................................................................. 62
2.5 Tinjauan Tentang Pelayanan kepada pelanggan.............................64
2.6 Tinjauan Tentang Kepuasan Pelanggan .........................................68
2.7 Tinjauan Tentang Teori Pertukaran Sosial......................................80
BAB III OBJEK PENELITIAN
3.1. Sejarah Pertamina (Persero)...........................................................83
3.1.1.

Kebijaksanaan Pemerintah Hindia Belanda...................84

3.1.2.

Perusahaan Minyak Asing sebelum Perang Dunia ke-2.85

3.1.3.

Minyak Setelah Kemerdekaan........................................87

3.2. Identitas Perusahaan.......................................................................92

3.2.1

Visi PT. Pertamina (Persero) .........................................92

3.2.2

Misi PT. Pertamina (Persero) .........................................92

3.2.3

Motto PT. Pertamina (Persero) ......................................93

3.2.4

Logo PT. Pertamina (Persero) .......................................93

3.2.5

Budaya Perusahaan.........................................................94

3.2.6

Tata nilai Perusahaan......................................................94

3.3. Job Description PT. Pertamina (Persero) ......................................95

3.3.1

Tugas Pokok PT. Pertamina (Persero) ...........................95

3.3.2

Lingkup Kegiatan PT. Pertamina (Persero) ...................95

3.3.3

Peran PT. Pertamina (Persero) .......................................96

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3.4

Sejarah Singkat PT. Pertamina(Persero) Cabang Bandung ..........96

3.4.1

Tugas PT. Pertamina (Persero) Cabang Bandung ..........98

3.4.2

Lingkup Kegiatan PT. Pertamina (Persero) Cabang

Bandung..........................................................................99

3.5

3.6

Job Description Hupmas PT. Pertamina (Persero) .....................104

3.5.1

Fungsi Hupmas PT. Pertamina (Persero) .....................105

3.5.2

Tugas Hupmas PT. Pertamina (Persero) ......................106

Job Description Customer Care PT. Pertamina (Persero) .........108

BAB IV HASIL PENELITIAN DAN PEMBAHASAN

4.1. Analisis Deskriptif Identitas Responden......................................113
4.2. Analisis Deskriptif Hasil Penelitian.............................................115
4.2.1. Hubungan antara Kualitas Kerja Customer Care PT.
Pertamina (Persero) dengan Kepuasan Pelanggan BBM
Industri.............................................................................116
4.2.1.1.Korelasi Kualitas Kerja Customer Care PT.
Pertamina (Persero) dengan Kepuasan...............120
4.2.1.2. Uji Hipotesis.......................................................122
4.2.2. Hubungan antara Performance Layanan Customer Care PT.
Pertamina (Persero) dengan Kepuasan............................124
4.2.2.1.

Korelasi Performance Layanan Customer

Care dengan Kepuasan .......................................139

4.3.2.2. Uji Hipotesis.......................................................141

4.2.3. Hubungan antara Kinerja Layanan Customer Care PT.
Pertamina (Persero) dengan Kepuasan Pelanggan BBM
Industri.............................................................................143
4.2.3.1. Korelasi Kinerja Layanan dengan Kepuasan....145
4.2.3.2. Uji Hipotesis.....................................................146
4.3. Pembahasan Hasil Penelitian.........................................................149

BAB V PENUTUP
5.1. Kesimpulan....................................................................................158
5.2. Saran-saran....................................................................................159
DAFTAR PUSTAKA.........................................................................................161
LAMPIRAN-LAMPIRAN................................................................................185
DAFTAR RIWAYAT HIDUP............................................................................189

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DAFTAR TABEL
Hal
Tabel 1.1 Operasionalisasi Variabel....................................................................28
Tabel 1.2 Tabel Nilai Hasil Uji Validitas dan Reliabilitas Angket 1..................39
Tabel 1.3 Tabel Nilai Hasil Uji Validitas dan Reliabilitas Angket 2..................40
Tabel 3.1 Unit Operasi Daerah Produksi............................................................ 91
Tabel 4.1 Karakteristik Responden....................................................................113
Tabel 4.2 Lama Responden Menjadi Pelanggan PT. Pertamina (Persero) .......114
Tabel 4.3 Jenis Produk Yang Dikonsumsi Responden. ....................................114
Tabel 4.4 Ketepatan Petugas Customer Care dalam Melayani..........................117
Tabel 4.5 Ketelitian Petugas Customer Care dalam Melayani..........................118
Tabel 4.6 Keterampilan Petugas Customer Care dalam Melayani....................119
Tabel 4.7 Korelasi Kualitas Kerja Customer Care dengan Kepuasan...............120
Tabel 4.8 Kelengkapan Data Customer Care ....................................................125
Tabel 4.9 Kelengkapan Fasilitas Customer Care dalam Melayani....................126
Tabel 4.10 Kemampuan Petugas Dalam Melakukan Komunikasi.......................127
Tabel 4.11 Kecepatan Petugas Dalam Melayani..................................................128
Tabel 4.12 Kemampuan Petugas Dalam Melayani..............................................129
Tabel 4.13 Kemampuan Petugas Memberikan Layanan Informasi Akurat.........130
Tabel 4.14 Tanggapan Petugas atas Keluhan Pelanggan.....................................131
Tabel 4.15 Petugas Memenuhi Setiap Kebutuhan Pelanggan .............................132
Tabel 4.16 Petugas Memberikan Jaminan Layanan Yang Akurat.......................133
Tabel 4.17 Petugas Dapat Menganalisa Masalah Pelanggan...............................134
Tabel 4.18 Jaminan Petugas Dapat Menyelesaikan Masalah Pelanggan ............135
Tabel 4.19 Keramahan Petugas Dalam Memberikan Layanan............................136
Tabel 4.20 Petugas Memahami Kebutuhan Pelanggan........................................137
Tabel 4.21 Petugas Mempunyai Perhatian Terhadap Kebutuhan Pelanggan......138
Tabel 4.22 Korelasi antara Performance Layanan Customer Care dengan
Kepuasan Pelanggan......................................................................... 139
Tabel 4.23 Persepsi Pelanggan Terhadap Kinerja Layanan Customer Care...... 143

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Tabel 4.24 Terpenuhinya Harapan Pelanggan Atas Kinerja Layanan Customer

Care................................................................................................... 144
Tabel 4.25 Korelasi antara Kinerja Layanan Customer Care dengan Kepuasan
Pelanggan...........................................................................................145

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DAFTAR GAMBAR
Hal
Gambar 1.1 Model Pertukaran Sosial....................................................................13
Gambar 1.2 Aplikasi Masalah Penelitian............................................................. 24
Gambar 1.3 Aplikasi Teori Pertukatan Sosial...................................................... 25
Gambar 2.1 Unsur-unsur dalam Proses Komunikasi........................................... 45
Gambar 2.2 Konsep Kepuasan Pelanggan........................................................... 71
Gambar 2.3 Diagram Proses Kepuasan Pelanggan...............................................72
Gambar 2.4 Penyebab Utama Tidak Terpenuhinya Harapan Pelanggan..............75
Gambar 3.1 Logo Pertamina.................................................................................93
Gambar 3.2 Tata Nilai Perusahaan....................................................................... 94
Gambar 3.3 Unit Kerja pengawasan Pertamina Cab. Bandung........................... 98
Gambar 3.4 Distribusi Penjualan BBM dan Non BBM....................................... 99
Gambar 3.5 Struktur Organisasi Pertamina Cabang Bandung............................100
Gambar 3.6 Struktur Organisasi Personalia. ......................................................101
Gambar 4.1 Kurva Uji t kualitas kerja................................................................123
Gambar 4.2.Kurva Uji t performance layanan.....................................................142
Gambar 4.3.Kurva Uji t kinerja layanan..............................................................148

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DAFTAR LAMPIRAN

Hal
Lampiran 1

Surat Izin Penelitian....................................................................164

Lampiran 2

Surat Balasan Izin Penelitian dari Perusahaan............................165

Lampiran 3

Surat Pernyataan Penelitian dari Perusahaan..............................166

Lampiran 4

Surat Persetujuan Pembimbing Utama........................................167

Lampiran 5

Surat Persetujuan Pembimbing Utama........................................168

Lampiran 6

Berita Acara Bimbingan Pembimbing Utama.............................169

Lampiran 7

Berita Acara Bimbingan Pembimbing Pendamping....................170

Lampiran 8

Daftar Pertanyaan Wawancara Dengan Hupmas PT Pertamina

(Persero) UPMS III Cabang Bandung........................................171

Lampiran 9

Surat Angket Penelitian...............................................................172

Lampiran 10 Daftar Pertanyaan Angket...........................................................173

Lampiran 11 Daftar Distribusi r tabel...............................................................178
Lampiran 8 Daftar Distribusi t tabel................................................................179
Lampiran 9 Coding Book.................................................................................180
Lampiran 10 Coding Sheet...............................................................................183
Lampiran 11 Data Interval................................................................................184
Lampiran 12 Lampiran Laporan Alokasi Baru Kepada PT. Perkebunan
Nusantara VIII.............................................................................185
Lampiran 13 Lampiran Perbandingan Konsumsi BBM Tahun 2005...............186
Lampiran 14 Lampiran Kondisi Harga BBM Industri 2005.............................187
Lampiran 15 Lampiran Pertamina Turunkan Harga BBM Non Subsidi..........188
Lampiran 16 Daftar Riwayat Hidup.................................................................189

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