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DAFTAR ISI

HALAMAN JUDUL .............................................................................................. i

LEMBAR PENGESAHAN SKRIPSI ................................................................. ii

LEMBAR PENGESAHAN UJIAN .................................................................... iii

LEMBAR PERNYATAAN ................................................................................. iv

ABSTRAK ............................................................................................................. v

KATA PENGANTAR .......................................................................................... vi

DAFTAR ISI ....................................................................................................... viii

DAFTAR GAMBAR ........................................................................................... xii

DAFTAR TABEL .............................................................................................. xiii

DAFTAR LAMPIRAN ....................................................................................... xv

BAB 1 PENDAHULUAN ..................................................................................... 1

1.1 Latar Belakang ......................................................................................... 1

1.2 Identifikasi Masalah ............................................................................... 10

1.3 Rumusan Masalah .................................................................................. 10

1.4 Ruang Lingkup dan Batasan Masalah .................................................... 10

1.5 Tujuan Penelitian .................................................................................... 11

1.6 Manfaat Penelitian .................................................................................. 12

1.7 Metodologi Penelitian ............................................................................ 12

1.8 Sistematika Penulisan ............................................................................. 13

BAB 2 TINJAUAN PUSTAKA .......................................................................... 15

2.1 Analisis ................................................................................................... 15

2.2 Konsep Pengaruh Kepuasan Pelanggan ................................................. 16

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