DAFTAR ISI

Halaman
PERSETUJUAN USULAN PENELITIAN TESIS.......................................... ii
PENGESAHAN USULAN PENELITIAN TESIS........................................... iii
DAFTAR ISI..................................................................................................... iv
DAFTAR TABEL............................................................................................. viii
DAFTAR GAMBAR........................................................................................ x
BAB I PENDAHULUAN................................................................................. 1
1.1 Latar Belakang Masalah............................................................................ 1
1.2 Perumusan Masalah................................................................................... 5
1.3 Tujuan dan Kegunaan Penelitian............................................................... 6
1.3.1 Tujuan Penelitian.............................................................................. 6
1.3.2 Kegunaan Penelitian......................................................................... 7
BAB II TELAAH PUSTAKA DAN PENGEMBANGAN MODEL .............. 8
2.1 Telaah Pustaka........................................................................................... 8
2.1.1 Kinerja Perusahaan........................................................................... 13
2.1.1.1 Kinerja............................................................................... 8
2.1.1.2 Pengukuran Kinerja Perusahaan........................................ 9
2.1.1.3 Syaratsyarat Pengukuran Kinerja yang Berkualitas........ 14
2.1.1.4 Unsur-unsur Kunci dalam Pengukuran Kinerja................. 16
2.1.1.5 Langkah-langkah Pengukuran Kinerja.............................. 17
2.1.1.6 Indikator Kinerja Kunci/Key Perfomance Indicator.......... 20
2.1.1.7 Manfaat Pengukuran Kinerja............................................. 22
2.1.2 Produk.............................................................................................. 25
2.1.3 Service Delivery............................................................................... 29
2.1.4 Kompetensi...................................................................................... 38
2.2 Pengembangan Hipotesis........................................................................... 44
2.2.1 Pengaruh Produk terhadap Kinerja........................................... 44
2.2.2 Pengaruh Service delivery terhadap Kinerja............................. 45
2.2.3 Pengaruh Kompetensi terhadap Kinerja................................... 46
2.3 Penelitian Terdahulu.................................................................................. 48
2.4 Variabel dan Indikator Variabel................................................................. 50
2.4.1 Variabel Produk........................................................................ 51
2.4.2 Variabel Service delivery.......................................................... 51
2.4.3 Variabel Kompetensi................................................................. 52
2.4.4 Variabel Kinerja Perusahaan..................................................... 54
2.5 Pengembangan Model Penelitian.............................................................. 55
BAB III METODE PENELITIAN................................................................... 56
3.1 Perencanaan Penelitian.............................................................................. 56
3.2 Definisi Operasional Variabel.................................................................... 56
3.3 Metode Pengumpulan Data....................................................................... 58
3.4 Jenis dan Sumber Data.............................................................................. 59
3.5 Populasi dan Sampel.................................................................................. 59
3.5.1 Populasi............................................................................................ 59
3.5.2 Sampel.............................................................................................. 60
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3.6 Metode Analisis Data................................................................................

3.6.1 Analisis Deskriptif...........................................................................
3.6.2 Uji Validitas......................................................................................
3.6.3 Uji Reliabilitas.................................................................................
3.6.4 Uji Asumsi Klasik............................................................................
3.6.5 Analisis Regresi Linier Berganda....................................................
3.6.6 Uji Kelayakan Model.......................................................................
3.6.7 Pengujian Hipotesis..........................................................................
BAB IV HASIL PENELITIAN DAN PEMBAHASAN..................................
4.1 Karakteristik Responden............................................................................
4.1.1 Jenis Kelamin Responden ........................................................
4.1.2 Lama menjadi Pelanggan..........................................................
4.2 Analisis Deskripsi Variabel........................................................................
4.2.1 Deskripsi Variabel Produk........................................................
4.2.2 Deskripsi Variabel Service Delivery.........................................
4.2.3 Deskripsi Variabel Kompetensi................................................
4.2.4 Deskripsi Variabel Kinerja Perusahaan.....................................
4.3 Analisis Kuantitatif....................................................................................
4.3.1 Uji Validitas dan Reliabilitas....................................................
4.3.2 Uji Asumsi Klasik.....................................................................
4.3.3 Analisis Regresi Liner Berganda..............................................
4.3.4 Pengujian Hipotesis..................................................................
4.3.5 Uji F..........................................................................................
4.3.6 Analisis Koefisien Determinasi................................................
4.4 Pembahasan...............................................................................................
4.4.1 Pengaruh Produk terhadap Kinerja Perusahaan........................
4.4.2 Pengaruh Service Delivery terhadap Kinerja Perusahaan.........
4.4.3 Pengaruh Kompetensi terhadap Kinerja Perusahaan................
BAB V PENUTUP...........................................................................................
5.1 Ringkasan Penelitian.................................................................................
5.2 Kesimpulan................................................................................................
5.2.1 Hipotesis 1................................................................................
5.2.2 Hipotesis 2................................................................................
5.2.3 Hipotesis 3................................................................................
5.2.4 Kesimpulan mengenai Masalah Penelitian...............................
5.3 Implementasi Teoritis................................................................................
5.4 Implementasi Manajerial...........................................................................
5.5 Keterbatasan Penelitian.............................................................................
5.6 Agenda Penelitian Yang Akan Datang.......................................................
DAFTAR PUSTAKA........................................................................................

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DAFTAR TABEL
Tabel 1.1 Penjualan Produk PT. Uniplastindo Interbuana................................
Tabel 1.2 Riset Gap...........................................................................................
Tabel 2.1 Hasil Penelitian Terdahulu................................................................
Tabel 3.1 Definisi Operasional.........................................................................
Tabel 4.1 Data Responden Berdasarkan Jenis Kelamin Responden.................
Tabel 4.1.2 Data Responden Berdasarkan Lama menjadi Pelanggan...............
Tabel 4.3 Hasil Jawaban Indikator Produk.......................................................
Tabel 4.4 Rekapitulasi Persepsi Responden Open Quest Produk.....................
Tabel 4.5 Hasil Jawaban Service Delivery........................................................
Tabel 4.6 Rekapitulasi Persepsi Responden Open Quest Service Delivery.....
Tabel 4.7 Hasil Jawaban Indikator Kompetensi...............................................
Tabel 4.8 Rekapitulasi Persepsi Responden Open Quest Kompetensi ............
Tabel 4.9 Hasil Jawaban Indikator Kinerja Perusahaan...................................
Tabel 4.10 Rekapitulasi Persepsi Responden Open Quest Kinerja Perusahaan
Tabel 4.11 Uji Validitas.....................................................................................
Tabel 4.12 Uji Reliabilitas................................................................................
Tabel 4.13 Hasil Uji Multikolinieritas..............................................................
Tabel 4.14 Hasil Uji Glejser.............................................................................
Tabel 4.15 Uji Kolmogorov Smirnov...............................................................
Tabel 4.16 Persamaan Regresi Linier Berganda...............................................
Tabel 4.17 Signifikansi Uji T Regresi 2............................................................
Tabel 4.18 Hasil Uji F.......................................................................................
Tabel 4.19 Koefisien Determinasi....................................................................

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DAFTAR GAMBAR
Gambar 2.1 The Service Bussiness System.......................................................
Gambar 2.2 Indikator Variabel Produk.............................................................
Gambar 2.3 Indikator Variabel Service delivery..............................................
Gambar 2.4 Indikator Variabel Kompetensi.....................................................
Gambar 2.5 Indikator Variabel Kinerja Perusahaan.........................................
Gambar 2.6 Model Penelitian...........................................................................
Gambar 5.1 Peningkatan Kinerja Perusahaan..................................................

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