TABLE OF CONTENT
THESIS PROPOSAL...i
THESIS ADVISOR APPROVAL ………...………ii
STATEMENT OF ORIGINALITY ………..………iii
FOREWORD...iv
ABSTRACT………. vi
ABSTRAK………. viI TABLE OF CONTENT ...ix
LIST OF FIGURES...xi
LIST OF TABLES...xii
LIST OF APPENDICES... xiii
CHAPTER I INTRODUCTION...1
1.1 Background... 1
1.2 Problem Statement... 5
1.3 Research Objectives... 6
1.4 Research Benefit... 6
1.5 Research Scope... 6
CHAPTER 2 LITERATURE REVIEW...8
2.1 Theoretical Basis...8
2.1.1 Corporate Social Responsibility...8
2.1.2 Corporate Reputation... 10
2.1.3 Customer Trust...11
2.1.4 Customer Loyalty...13
2.2 Previous Research... 14
2.3 Relationship between Variables...15
2.4 Conceptual Framework... 19
2.5 Model of Analysis... 20
2.6 Research Hypothesis... 20
CHAPTER 3 RESEARCH METHODOLOGY... 21
3.1 Research Type... 21
3.2 Research Population and Sampling... 21
3.3 Data Types, Data Source, and Measurement Scales... 22
3.4 Operational Definition and Variable Measurement... 23
3.5 Data Collection Procedure... 24
3.6 Data Analysis Method...24
3.6.1 Validity... 24
3.6.2 Reliability...25
3.6.3 Multiple Regression Analysis... 25
3.6.4 Research Test... 25
CHAPTER 4 DATA ANALYSIS AND DISCUSSION... 33
4.1 Research Result...33
4.1.1 Description of Respondents’ Profiles...33
4.1.2 Descriptive Statistic... ...35
4.1.3 Data Validity and Reliability... 35
Validity...35
Reliability...36
4.1.4 Classical Assumption Test... 36
Normality Test...36
Multicollinearity Test...37
Heteroscedasticity Test...37
Linearity Test...37
Autocorrelation Test...37
4.1.5 Multiple Regression Analysis...37
4.1.6 Research Test...38
Simulant Significance Test (F Statistics test)...38
Partial Significance Test (T Statistics test) ………38
Coefficient of Determination (R)...39
4.2 Discussion...40
4.2.1 The Influence of Corporate Social Responsibility towards Customer Loyalty 41 4.2.2 The Influence of Corporate Reputation towards Customer Loyalty 42 4.2.3 The Influence of Customer Trust towards Customer Loyalty 43 4.3 Research Implication………... 44
4.4 Research Limitation……… 46
CHAPTER 5 47 CONCLUSION AND SUGGESTION... 47 5.1 Conclusion... 47
5.2 Suggestion... 48
REFERENCES...53
LIST OF FIGURES
Page
1.1 Population in Indonesia from 2010 to 2019 1
1.2 Pre-Survey Factors that Affect Customer Loyalty 3
2.1 Conceptual Framework 19
2.2 Model Analysis 20
5 LIST OF TABLES
Page 3.1 Operational Variable of Independent and Dependent Variables 22
3.2 Table Durbin Watson 30
4.1 Respondents Descriptions 34
4.2 Descriptive Statistic 35
4.3 The Validity Test Result 35
4.4 The Reliability Test Result 37
4.5 The Normality Test Result 37
4.6 The Multicollinearity Test Result 38
4.7 The Heteroscedasticity Test Result 39
4.8 The Linearity Test Result 39
4.9 The Multiple Regression Analysis Result 40
4.10 The Simultaneous Significance Test (F-Test) Result 41
4.11 The Partial Significance Test (T-Test) Result 41
4.12 Coefficient of Correlation (R) and Coefficient of Determination (R2) Test Result
42
4.13 The Hypothesis Result 43
6 LIST OF APPENDICES
Page
A - Pre-Survey Question A-I
B - Pre-Survey Result B-I
C - Questionnaire C-I
