S TB 0800123 Table of Content

DAFTAR ISI
LEMBAR PERNYATAAN TENTANG KEASLIAN SKRIPSI DAN
PERNYATAAN BEBAS PLAGIARISME ...........................................
UCAPAN TERIMA KASIH ..................................................................
ABSTRAK .............................................................................................
KATA PENGANTAR ...........................................................................
DAFTAR ISI ..........................................................................................
DAFTAR TABEL ..................................................................................
DAFTAR GAMBAR .............................................................................
DAFTAR LAMPIRAN ..........................................................................

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ii
iv
vi
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ix
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BAB I PENDAHULUAN

1.1 Latar Belakang ..................................................................................
1.2 Rumusan Masalah .............................................................................
1.3 Tujuan Penelitian ..............................................................................
1.4 Manfaat Penelitian ............................................................................
1.5 Struktur Penelitian.............................................................................

1
2
3
3
4

BAB II LANDASAN TEORITIS
2.1 Hakikat Kepuasan Mahasiswa Sebagai Pelanggan Jasa ..................
2.2 Konsep Dasar Layanan ....................................................................
2.2.1 Definisi Layanan ..................................................................
2.2.2 Ciri-Ciri Layanan .................................................................
2.2.3 Bentuk Layanan ...................................................................
2.3 Layanan Jasa ....................................................................................
2.3.1 Definisi Jasa .........................................................................

2.3.2 Dimensi Layanan Jasa ..........................................................
2.3.3 Karakteristik Jasa .................................................................
2.4 Layanan Akademik Di Perguruan Tinggi ........................................

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8
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11
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BAB III METODE PENELITIAN
3.1 Metode Penelitian ..........................................................................
3.1.1 Metode Deskriptif Kuantitatif .....................................................
3.2 Lokasi Penelitian ...........................................................................
3.3 Populasi sampel Penelitian ............................................................

3.4 Definisi Operasional ......................................................................
3.4.1 Layanan Akademik ..............................................................
3.5 Instrumen Penelitian ......................................................................
3.6 Kisi-kisi Instrumen .......................................................................
3.7 Proses Pengembangan Instrumen ..................................................
3.7.1 Uji Validitas Intrumen ..........................................................
vii
Ahmad Rusdiana, 2015
STUDI TINGKAT KEPUASAN MAHASISWA MENGENAI LAYANAN AKADEMIK DI
PROGRAM STUDI PENDIDIKAN TEKNIK BANGUNAN
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu

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24

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27

3.7.2 Uji Reabilitas Instrumen.......................................................
Teknik Pengumpulan Data ............................................................
Analisis Data ..................................................................................

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BAB IV TEMUAN DAN PEMBAHASAN
4.1 Temuan ............................................................................................
4.2 Pembahasan ......................................................................................
4.2.1 Distribusi Data .....................................................................
4.2.2 Uji Persyaratan Analisis .......................................................
1. Hasil Uji Normalitas Data .............................................
2. Hasil Uji Kecenderungan ...............................................
3. Deskripsi Per Indikator...................................................
4.2.3 Pembahasan Hasil Penelitian ...............................................

1 Reliability (keandalan) ..................................................
2 Responsiveness (Daya Tanggap) .......................................
3 Assurance (Kepastian) ..................................................
4 Empathy (Empati) .........................................................
5 Tangibles (Bukti fisik) ..................................................

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BAB V SIMPULAN, IMPLIKASI DAN REKOMENDASI
5.1 Simpulan ..........................................................................................
5.2 Implikasi dan Rekomendasi .............................................................
5.3 Keterbatasan Penelitian ....................................................................

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DAFTAR PUSTAKA ............................................................................

48

3.8
3.9

viii
Ahmad Rusdiana, 2015
STUDI TINGKAT KEPUASAN MAHASISWA MENGENAI LAYANAN AKADEMIK DI
PROGRAM STUDI PENDIDIKAN TEKNIK BANGUNAN

Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu