DAFTAR ISIHalLEMBAR PENGESAHANABSTRAK............................................................................................................ iiiABSTRACT........................................................................................................... ivKATA PENGANTAR..........................................................................................vDAFTAR ISI.......................................................................................................viiiDAFTAR TABEL...............................................................................................xiiDAFTAR GAMBAR...........................................................................................xivDAFTAR LAMPIRAN......................................................................................xvBAB I PENDAHULUAN1.1.Latar Belakang Masalah.................................................................... 11.2.Identifikasi Masalah..........................................................................101.3.Tujuan Penelitian ..............................................................................101.4. Kegunaan Penelitian...........................................................................111.4.1. Kegunaan Teoritis..............................................................111.4.2. Kegunaan Praktis...............................................................111.5.Kerangka Peikiran .........................................................................121.5.1 Kerangka Teoritis..............................................................121.5.2 Kerangka Konse!tual........................................................1"1.#.$i!otesis ...........................................................................................2#1.%.Metodologi Penelitian ......................................................................2%1.%.1Metode Penelitian..............................................................2%1.%.2&!erasionalisasi 'aria(el..................................................2%1.%.3Teknik )a!ling................................................................2"1.%.3.1Po!ulasi...............................................................2"1.%.3.2 )a!el................................................................. 301.*. Teknik Pengu!ulan +ata................................................................311.". ..Teknik Pengolahan dan ,nalisis +ata..............................................33-iii1.10. Lokasi dan .aktu Penelitian............................................................3# 1.10.1. Lokasi Penelitian..............................................................3# 1.10.2. .aktu Penelitian...............................................................3#1.11 /ji 'aliditas dan 0elia(ilitas.............................................................3% BAB IITINJAUAN PUSTAKA 2.1.Tinjauan Tentang Kounikasi........................................................42 2.2.Tinjauan Tentang Public Relations.................................................502.3 Tinjauan Tentang Kinerja ..............................................................5% 2.4.Tinjauan Tentang 1asa.................................................................. #2 2.5 Tinjauan Tentang Pela2anan ke!ada !elanggan.............................#42.# Tinjauan Tentang Ke!uasan Pelanggan .........................................#*2.% Tinjauan Tentang Teori Pertukaran )osial......................................*0BAB III OBJEK PENELITIAN3.1. )ejarah Pertaina 3Persero4...........................................................*33.1.1. Ke(ijaksanaan Peerintah $india Belanda...................*43.1.2. Perusahaan Min2ak ,sing se(elu Perang +unia ke52.*53.1.3. Min2ak )etelah Keerdekaan........................................*%3.2. Identitas Perusahaan......................................................................."23.2.1 'isi PT. Pertaina 3Persero4 ........................................."23.2.2 Misi PT. Pertaina 3Persero4 ........................................."23.2.3 Motto PT. Pertaina 3Persero4 ......................................"33.2.4 Logo PT. Pertaina 3Persero4 ......................................."33.2.5 Buda2a Perusahaan........................................................."43.2.# Tata nilai Perusahaan......................................................"43.3. Job Description PT. Pertaina 3Persero4 ......................................"53.3.1 Tugas Pokok PT. Pertaina 3Persero4 ..........................."53.3.2 Lingku! Kegiatan PT. Pertaina 3Persero4 ..................."53.3.3 Peran PT. Pertaina 3Persero4 ......................................."#i63.4 )ejarah )ingkat PT. Pertaina3Persero4 7a(ang Bandung .........."#3.4.1 Tugas PT. Pertaina 3Persero4 7a(ang Bandung .........."*3.4.2 Lingku! Kegiatan PT. Pertaina 3Persero4 7a(ang Bandung..........................................................................""3.5 Job Description $u!as PT. Pertaina 3Persero4 .....................1043.5.1 8ungsi $u!as PT. Pertaina 3Persero4 .....................1053.5.2 Tugas $u!as PT. Pertaina 3Persero4 ......................10#3.# Job Description Customer CarePT. Pertaina 3Persero4 .........10*BAB IV HASIL PENELITIAN DAN PEMBAHASAN4.1. ,nalisis +eskri!tif Identitas 0es!onden......................................1134.2. ,nalisis +eskri!tif $asil Penelitian.............................................1154.2.1. $u(ungan antara Kualitas Kerja Customer Care PT. Pertaina 3Persero4 dengan Ke!uasan Pelanggan BBM Industri.............................................................................11#4.2.1.1.Korelasi Kualitas Kerja Customer Care PT. Pertaina 3Persero4 denganKe!uasan...............1204.2.1.2. /ji $i!otesis.......................................................1224.2.2. $u(ungan antara Performance La2anan Customer Care PT.Pertaina 3Persero4 dengan Ke!uasan............................1244.2.2.1.Korelasi Performance La2anan Customer Care dengan Ke!uasan .......................................13"4.3.2.2. /ji $i!otesis.......................................................1414.2.3. $u(ungan antara Kinerja La2anan Customer Care PT. Pertaina 3Persero4 dengan Ke!uasan Pelanggan BBM Industri.............................................................................1434.2.3.1. Korelasi Kinerja La2anan dengan Ke!uasan....1454.2.3.2. /ji $i!otesis.....................................................14# 4.3. Pe(ahasan $asil Penelitian.........................................................14"6BAB V PENUTUP5.1. Kesi!ulan....................................................................................15*5.2. )aran5saran....................................................................................15"DAFTAR PUSTAKA.........................................................................................161LAMPIRAN-LAMPIRAN................................................................................18DAFTAR RI!A"AT HIDUP............................................................................18#6iDAFTAR TABELHalTa(el 1.1 &!erasionalisasi 'aria(el....................................................................2*Ta(el 1.2 Ta(el 9ilai $asil /ji 'aliditas dan 0elia(ilitas ,ngket 1..................3"Ta(el 1.3 Ta(el 9ilai $asil /ji 'aliditas dan 0elia(ilitas ,ngket 2..................40Ta(el 3.1 /nit &!erasi +aerah Produksi............................................................ "1Ta(el 4.1 Karakteristik 0es!onden....................................................................113Ta(el 4.2 Laa 0es!onden Menjadi Pelanggan PT. Pertaina 3Persero4 .......114 Ta(el 4.3 1enis Produk :ang +ikonsusi 0es!onden. ....................................114Ta(el 4.4 Kete!atan Petugas Customer Care dala Mela2ani..........................11%Ta(el 4.5 Ketelitian Petugas Customer Care dala Mela2ani..........................11*Ta(el 4.# Ketera!ilan Petugas Customer Care dala Mela2ani....................11"Ta(el 4.% Korelasi Kualitas Kerja Customer Care dengan Ke!uasan...............120Ta(el 4.*Kelengka!an +ata Customer Care ....................................................125Ta(el 4." Kelengka!an 8asilitas Customer Care dala Mela2ani....................12#Ta(el 4.10 Kea!uan Petugas +ala Melakukan Kounikasi.......................12%Ta(el 4.11 Ke;e!atan Petugas +ala Mela2ani..................................................12*Ta(el 4.12 Kea!uan Petugas +ala Mela2ani..............................................12"Ta(el 4.13 Kea!uan Petugas Me(erikan La2anan Inforasi ,kurat.........130Ta(el 4.14 Tangga!an Petugas atas Keluhan Pelanggan.....................................131Ta(el 4.15 Petugas Meenuhi )etia! Ke(utuhan Pelanggan .............................132Ta(el 4.1# Petugas Me(erikan 1ainan La2anan :ang ,kurat.......................133Ta(el 4.1% Petugas +a!at Menganalisa Masalah Pelanggan...............................134Ta(el 4.1* 1ainan Petugas +a!at Men2elesaikan Masalah Pelanggan ............135Ta(el 4.1" Keraahan Petugas +ala Me(erikan La2anan............................13#Ta(el 4.20 Petugas Meahai Ke(utuhan Pelanggan........................................13%Ta(el 4.21 Petugas Me!un2ai Perhatian Terhada!Ke(utuhan Pelanggan......13*Ta(el 4.22 Korelasi antara Performance La2anan Customer Care dengan Ke!uasan Pelanggan......................................................................... 13"Ta(el 4.23 Perse!si Pelanggan Terhada! Kinerja La2anan Customer Care...... 1436iiTa(el 4.24 Ter!enuhin2a $ara!an Pelanggan ,tas Kinerja La2anan Customer Care................................................................................................... 144Ta(el 4.25 Korelasi antara Kinerja La2anan Customer Care dengan Ke!uasan Pelanggan...........................................................................................1456iiiDAFTAR GAMBARHal