55 - repository.bsi.ac.id · 1. karyawan memberikan informasi yang akurat daya tanggap...

55

Kuesioner Lampiran B1

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN

PELANGGAN PADA PT INDOMARCO PRISMATAMA

CABANG BEKASI

( STUDI KASUS: INDOMARET SPBU SWATANTRA)

Bersama ini saya mohon kesediaan Saudara/Saudari, Bapak/Ibu untuk

mengisi kuesioner yang saya berikan.

Informasi yang Anda berikan merupakan bantuan yang sangat berarti

dalam menyelesaikan penelitian ini. Atas bantuan dan perhatian Anda berikan,

saya ucapkan terima kasih.

I. Data Responden

Umur : a. 20-30 tahun c. 41-50 tahun

b. 31-40 tahun d. 51-60 tahun

e. 61 tahun keatas

Jenis kelamin : a. Wanita b. Laki-laki

Pekerjaan : a. Ibu rumah tangga c. Pegawai Swasta

b. Wiraswasta d. Pegawai Negeri

e. Pelajar/mahasiswa f. Lainnya, sebutkan...

Berapa kali anda berkunjung ke Indomaret SPBU Swatantra dalam 3

bulan terakhir? a. 1-2 kali/minggu dalam 3 bulan terakhir

b. 2-3 kali/minggu dalam 3 bulan terakhir

c. lebih dari 3 kali/minggu dalam 3 bulan terakhir

Rata-rata pengeluaran anda dalam sebulan:

a. Rp.500.000,- sampai Rp.1.000.000,-

b. Rp.1.050.000,- sampai Rp.1.500.000,-

c. Rp.1.550.000,- sampai Rp.2.000.000,-

d. Rp. 2.050.000,- sampai Rp.2.500.000,-

e. Diatas Rp.2.500.000,-

II. Pilihlah jawaban dengan memberi tanda checklist (√) pada salah

satu jawaban yang paling sesuai menurut saudara. Adapun makna

tanda tersebut adalah sebagai berikut:

Pernyataan Skor

Sangat Setuju (SS) 5

Setuju (S) 4

Kurang Setuju (KS) 3

Tidak Setuju (TS) 2

Sangat Tidak Setuju (STS) 1

56

Kualitas Pelayanan (Variabel X)

No Pernyataan SS S KS TS STS

Reabilitas

1. Karyawan memberikan informasi yang

akurat

Daya tanggap (responsivitas)

2. Karyawan memberikan pelayanan dengan

cepat

3. Karyawan dengan sigap memberikan

keranjang belanjaan

4. Karyawan membantu membawa belanjaan

saya sampai ke area parkir

5. Karyawan mendengarkan setiap keluhan

pelanggan

Kompetensi

6.. Karyawan mengerti produk apa yang saya

cari

7. Karyawan mampu menjelaskan kegunaan

produk yang akan saya beli

8. Karyawan selalu cepat melayani setiap

transaksi pembelian

Akses

9. Lokasi yang mudah dijangkau

10. Menghemat waktu karena tidak harus

mengantri lama

Kesopanan

11. Karyawan membukakan pintu saat saya

masuk toko

12. Karyawan selalu tersenyum di awal

transaksi dan mengucapkan terima kasih di

akhir transaksi pembelian

13. Karyawan bersikap ramah pada setiap

pelanggan

Komunikasi

14. Setiap karyawan berbicara dengan bahasa

yang mudah dimengerti.

Kredibilitas

15. Harga di rak dengan harga yang tertera

pada struk belanja sesuai

16. Potongan harga yang tertera di rak sesuai

dengan yang ada di struk belanja

Keamanan

17. Toko dilengkapi oleh kamera pengintai

(CCTV)

57

Kemampuan memahami pelanggan

18. Produk yang dijual di toko lengkap

Bukti fisik

19. Tersedianya mesin EDC BCA, Mandiri,

BRI memudahkan dalam transaksi

pembelian

20. Toko dalam keadaan bersih

Kepuasan Pelanggan (Variabel Y)

No Pernyataan SS S KS TS STS

Bukti fisik (tangible)

1. Saya merasa puas dengan keadaan dalam

toko yang bersih

2. Suhu ruangan dalam toko sejuk

3. Saya merasa puas dengan tersediannya

mesin ATM Mandiri, dan BCA

4. Saya merasa puas dengan adanya mesin I-

kios

5. Penerangan atau pencahayaan ruangan

yang cukup

6. Penampilan karyawan rapi

Empati (emphaty)

7. Saya merasa puas dengan kesabaran

karyawan dalam melayani transaksi

pembelian

8. Karyawan memberikan perhatian yang

sama kepada setiap pelanggannya

9. Kepentingan pelanggan diutamakan dalam

setiap transaksi pembelian

10. Seluruh karyawan bersikap ramah

Daya tanggap (responsiveness)

11. Karyawan menawarkan alternatif barang

lain jika barang yang dicari tidak ada

12. Karyawan selalu siap membantu pelanggan

bila mengalami kesulitan

13. Karyawan bersedia menunjukkan

lokasi/letak barang yang dibutuhkan oleh

pelanggan

14. Karyawan cepat menanggapi keluhan

pelanggan

Kehandalan (Reliability)

15. Saya merasa puas dengan pelayanan

karyawan yang cepat

58

16. Saya merasa puas dengan penawaran

promosi yang menarik

17. Saya merasa puas dengan pelayanan

karyawan yang maksimal

Jaminan (Assurance)

18. Karyawan terampil dalam menangani

pelanggan

19. Karyawan selalu memberikan uang

kembali sesuai dengan angka yang tertera

pada struk belanja

20. Karyawan selalu menjalankan tugas sesuai

dengan fungsinya masing-masing

63

Lampiran B3

Tabel Nilai r Product Moment

N

TarafSignifikan

N

TarafSignifikan

N

TarafSignifikan

5% 1% 5% 1% 5% 1%

3 0,997 0,999 27 0,381 0,487 55 0,266 0,345

4 0,950 0,990 28 0,374 0,478 60 0,254 0,33

5 0,878 0,959 29 0,367 0,47 65 0,244 0,317

6 0,811 0,917 30 0,361 0,463 70 0,235 0,306

7 0,754 0,874 31 0,355 0,456 75 0,227 0,296

8 0,707 0,834 32 0,349 0,449 80 0,220 0,286

9 0,666 0,798 33 0,344 0,442 85 0,213 0,278

10 0,632 0,765 34 0,339 0,436 90 0,207 0,270

11 0,602 0,735 35 0,334 0,430 95 0,202 0,263

12 0,576 0,708 36 0,329 0,424 100 0,195 0,256

13 0,553 0,684 37 0,325 0,418 125 0,176 0,230

14 0,532 0,661 38 0,32 0,413 150 0,159 0,210

15 0,514 0,641 39 0,316 0,408 175 0,148 0,194

16 0,497 0,623 40 0,312 0,403 200 0,138 0,181

17 0,482 0,606 41 0,308 0,398 300 0,113 0,148

18 0,468 0,59 42 0,304 0,393 400 0,098 0,128

19 0,456 0,575 43 0,301 0,389 500 0,088 0,115

20 0,444 0,561 44 0,297 0,384 600 0,08 0,105

21 0,433 0,549 45 0,294 0,38 700 0,074 0,097

22 0,423 0,537 46 0,291 0,376 800 0,07 0,091

23 0,413 0,526 47 0,288 0,372 900 0,065 0,086

24 0,404 0,515 48 0,284 0,368 1000 0,062 0,081

25 0,396 0,505 49 0,281 0,364

26 0,388 0,496 50 0,279 0,361

64

Lampiran C1

Data Responden Berdasarkan Usia

Data Responden Berdasarkan Jenis Kelamin

JENIS_KELAMIN

Frequency Percent Valid Percent Cumulative

Percent

Valid

Wanita 54 62,1 62,1 62,1

Laki-laki 33 37,9 37,9 100,0

Total 87 100,0 100,0

Data Responden Berdasarkan Frekuensi Kunjungan

FREKUENSI_KUNJUNGAN


Percent

Valid

1-2 Kali/ minggu dalam 3 bulan

terakhir

57 65,5 65,5 65,5

2-3 Kali/ minggu dalam 3 bulan

terakhir

22 25,3 25,3 90,8

Lebih dari 3 Kali/ minggu dalam

3 bulan terakhir

8 9,2 9,2 100,0

Total 87 100,0 100,0

USIA


Percent

Valid

20-30 Tahun 56 64,4 64,4 64,4

31-40 Tahun 19 21,8 21,8 86,2

41-50 Tahun 9 10,3 10,3 96,6

51-60 Tahun 3 3,4 3,4 100,0

Total 87 100,0 100,0

65

Data Responden Berdasarkan Pekerjaan

PEKERJAAN


Percent

Valid

Ibu Rumah Tangga 29 33,3 33,3 33,3

Pegawai Swasta 39 44,8 44,8 78,2

Pelajar/ Mahasiswa 19 21,8 21,8 100,0

Total 87 100,0 100,0

Data Responden Berdasarkan Pengeluaran

PENGELUARAN


Percent

Valid

Rp. 500.000 - Rp. 1.000.000,- 23 26,4 26,4 26,4

Rp.1.050.000 - Rp.1.500.000,- 10 11,5 11,5 37,9

Rp. 1.550.000 - Rp. 2.000.000,- 45 51,7 51,7 89,7

Rp.2.050.000 - Rp. 2.500.000,- 4 4,6 4,6 94,3

Diatas Rp.2.500.000,- 5 5,7 5,7 100,0

Total 87 100,0 100,0

66

Lampiran C2

HasilUjiValiditasVariabelKualitasPelayanan (X)

Correlations

X1 X2 X3 X4 X5 X6 X7 X8 X9 X10 X11 X12 X13 X14 X15 X16 X17 X18 X19 X20 TOTAL_

SKOR

X1

Pearson Correlation 1 ,285*

*

,250* ,191 ,454*

*

,399*

*

,117 ,160 ,067 ,189 ,033 ,062 ,070 ,221* ,128 -,077 ,030 ,350*

*

,079 ,068 ,481**

Sig. (2-tailed) ,008 ,020 ,076 ,000 ,000 ,281 ,140 ,539 ,080 ,761 ,568 ,517 ,039 ,239 ,479 ,783 ,001 ,465 ,534 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X2

Pearson Correlation ,285*

*

1 ,184 ,027 ,158 ,142 ,128 ,390*

*

-,014 -,059 ,096 ,237* ,322*

*

,171 -,141 ,099 -,031 ,152 -,072 ,042 ,366**

Sig. (2-tailed) ,008 ,088 ,804 ,144 ,190 ,236 ,000 ,899 ,589 ,378 ,027 ,002 ,114 ,194 ,361 ,778 ,163 ,506 ,697 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X3

Pearson Correlation ,250* ,184 1 ,360*

*

,406*

*

,167 ,093 ,140 ,299*

*

,455*

*

,239* ,262* ,152 ,213* ,176 -,051 ,010 ,143 ,280*

*

,127 ,608**

Sig. (2-tailed) ,020 ,088 ,001 ,000 ,121 ,394 ,195 ,005 ,000 ,026 ,014 ,160 ,047 ,104 ,638 ,927 ,188 ,009 ,241 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X4

Pearson Correlation ,191 ,027 ,360*

*

1 ,432*

*

,264* ,242* ,003 ,256* ,276*

*

,234* ,007 -,022 ,250* ,153 ,082 -,184 ,103 ,264* ,067 ,519**

Sig. (2-tailed) ,076 ,804 ,001 ,000 ,013 ,024 ,976 ,017 ,010 ,029 ,950 ,837 ,020 ,158 ,453 ,087 ,343 ,014 ,540 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

67

X5


*

,158 ,406*

*

,432*

*

1 ,340*

*

,007 ,211* ,156 ,159 -,100 ,039 ,177 ,303*

*

,064 ,187 ,004 ,104 ,182 -,136 ,494**

Sig. (2-tailed) ,000 ,144 ,000 ,000 ,001 ,946 ,050 ,150 ,143 ,357 ,722 ,102 ,004 ,557 ,083 ,972 ,338 ,091 ,209 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X6


*

,142 ,167 ,264* ,340*

*

1 ,323*

*

,135 ,089 ,089 ,140 ,043 ,190 ,132 ,177 ,114 -,040 ,272* ,022 -,074 ,487**

Sig. (2-tailed) ,000 ,190 ,121 ,013 ,001 ,002 ,212 ,411 ,410 ,194 ,695 ,078 ,223 ,102 ,291 ,714 ,011 ,838 ,496 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X7

Pearson Correlation ,117 ,128 ,093 ,242* ,007 ,323*

*

1 ,297*

*

,110 ,146 ,145 ,265* ,102 -,041 ,140 -,205 -,054 -,093 -,003 -,021 ,322**

Sig. (2-tailed) ,281 ,236 ,394 ,024 ,946 ,002 ,005 ,310 ,177 ,179 ,013 ,346 ,706 ,195 ,056 ,623 ,394 ,981 ,849 ,002

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X8

Pearson Correlation ,160 ,390*

*

,140 ,003 ,211* ,135 ,297*

*

1 -,062 ,014 -,201 ,354*

*

,198 -,051 -,091 ,014 ,200 -,008 ,056 ,041 ,311**

Sig. (2-tailed) ,140 ,000 ,195 ,976 ,050 ,212 ,005 ,568 ,900 ,062 ,001 ,066 ,637 ,401 ,900 ,063 ,944 ,608 ,707 ,003

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X9

Pearson Correlation ,067 -,014 ,299*

*

,256* ,156 ,089 ,110 -,062 1 ,506*

*

,346*

*

-,027 -,028 ,140 ,306*

*

,122 -,118 ,317*

*

,120 -,198 ,434**

Sig. (2-tailed) ,539 ,899 ,005 ,017 ,150 ,411 ,310 ,568 ,000 ,001 ,806 ,795 ,197 ,004 ,259 ,278 ,003 ,270 ,066 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X10


*

,276*

*

,159 ,089 ,146 ,014 ,506*

*

1 ,344*

*

,207 ,028 ,366*

*

,353*

*

-,018 ,044 ,129 ,101 ,047 ,551**

Sig. (2-tailed) ,080 ,589 ,000 ,010 ,143 ,410 ,177 ,900 ,000 ,001 ,054 ,800 ,000 ,001 ,868 ,687 ,236 ,351 ,665 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

68

X11

Pearson Correlation ,033 ,096 ,239* ,234* -,100 ,140 ,145 -,201 ,346*

*

,344*

*

1 ,069 ,122 ,110 ,366*

*

,085 -,017 ,222* ,039 ,124 ,455**

Sig. (2-tailed) ,761 ,378 ,026 ,029 ,357 ,194 ,179 ,062 ,001 ,001 ,528 ,261 ,310 ,000 ,432 ,877 ,040 ,723 ,251 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X12

Pearson Correlation ,062 ,237* ,262* ,007 ,039 ,043 ,265* ,354*

*

-,027 ,207 ,069 1 ,679*

*

,019 ,267* ,028 ,413*

*

-,165 -,107 ,192 ,445**

Sig. (2-tailed) ,568 ,027 ,014 ,950 ,722 ,695 ,013 ,001 ,806 ,054 ,528 ,000 ,864 ,013 ,795 ,000 ,128 ,322 ,075 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X13

Pearson Correlation ,070 ,322*

*

,152 -,022 ,177 ,190 ,102 ,198 -,028 ,028 ,122 ,679*

*

1 ,033 ,203 ,136 ,291*

*

-,011 -,170 ,097 ,424**

Sig. (2-tailed) ,517 ,002 ,160 ,837 ,102 ,078 ,346 ,066 ,795 ,800 ,261 ,000 ,762 ,059 ,211 ,006 ,922 ,116 ,370 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X14

Pearson Correlation ,221* ,171 ,213* ,250* ,303*

*

,132 -,041 -,051 ,140 ,366*

*

,110 ,019 ,033 1 ,049 ,147 ,040 ,256* ,213* ,219* ,433**

Sig. (2-tailed) ,039 ,114 ,047 ,020 ,004 ,223 ,706 ,637 ,197 ,000 ,310 ,864 ,762 ,654 ,174 ,716 ,017 ,047 ,042 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X15

Pearson Correlation ,128 -,141 ,176 ,153 ,064 ,177 ,140 -,091 ,306*

*

,353*

*

,366*

*

,267* ,203 ,049 1 ,087 ,302*

*

-,007 ,066 ,065 ,453**

Sig. (2-tailed) ,239 ,194 ,104 ,158 ,557 ,102 ,195 ,401 ,004 ,001 ,000 ,013 ,059 ,654 ,424 ,004 ,946 ,543 ,551 ,000

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X16

Pearson Correlation -,077 ,099 -,051 ,082 ,187 ,114 -,205 ,014 ,122 -,018 ,085 ,028 ,136 ,147 ,087 1 ,041 ,200 ,036 -,028 ,248*

Sig. (2-tailed) ,479 ,361 ,638 ,453 ,083 ,291 ,056 ,900 ,259 ,868 ,432 ,795 ,211 ,174 ,424 ,705 ,065 ,740 ,795 ,021

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

69

X17

Pearson Correlation ,030 -,031 ,010 -,184 ,004 -,040 -,054 ,200 -,118 ,044 -,017 ,413*

*

,291*

*

,040 ,302*

*

,041 1 -,116 ,003 ,363*

*

,244*

Sig. (2-tailed) ,783 ,778 ,927 ,087 ,972 ,714 ,623 ,063 ,278 ,687 ,877 ,000 ,006 ,716 ,004 ,705 ,289 ,981 ,001 ,023

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X18


*

,152 ,143 ,103 ,104 ,272* -,093 -,008 ,317*

*

,129 ,222* -,165 -,011 ,256* -,007 ,200 -,116 1 ,178 ,034 ,375**

Sig. (2-tailed) ,001 ,163 ,188 ,343 ,338 ,011 ,394 ,944 ,003 ,236 ,040 ,128 ,922 ,017 ,946 ,065 ,289 ,101 ,753 ,000

N 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86

X19


*

,264* ,182 ,022 -,003 ,056 ,120 ,101 ,039 -,107 -,170 ,213* ,066 ,036 ,003 ,178 1 ,199 ,282**

Sig. (2-tailed) ,465 ,506 ,009 ,014 ,091 ,838 ,981 ,608 ,270 ,351 ,723 ,322 ,116 ,047 ,543 ,740 ,981 ,101 ,064 ,008

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

X20

Pearson Correlation ,068 ,042 ,127 ,067 -,136 -,074 -,021 ,041 -,198 ,047 ,124 ,192 ,097 ,219* ,065 -,028 ,363*

*

,034 ,199 1 ,241*

Sig. (2-tailed) ,534 ,697 ,241 ,540 ,209 ,496 ,849 ,707 ,066 ,665 ,251 ,075 ,370 ,042 ,551 ,795 ,001 ,753 ,064 ,024

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

TOT

AL_

SKO

R


*

,366*

*

,608*

*

,519*

*

,494*

*

,487*

*

,322*

*

,311*

*

,434*

*

,551*

*

,455*

*

,445*

*

,424*

*

,433*

*

,453*

*

,248* ,244* ,375*

*

,282*

*

,241* 1

Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000 ,002 ,003 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,021 ,023 ,000 ,008 ,024

N 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 87 86 87 87 87

**. Correlation is significant at the 0.01 level (2-tailed).

*. Correlation is significant at the 0.05 level (2-tailed).

70

Lampiran C3

Tabel Validitas Variabel Kepuasan Pelanggan (Y)

Correlations

Y1 Y2 Y3 Y4 Y5 Y6 Y7 Y8 Y9 Y10 Y11 Y12 Y13 Y14 Y15 Y16 Y17 Y18 Y19 Y20 TOTAL_

SKOR

Y1

Pearson

Correlation

1 ,445*

*

,288*

*

,121 ,142 -,021 ,318*

*

,320*

*

,203 ,225* ,113 ,059 ,147 ,255* ,500** -,036 ,320*

*

,091 ,022 ,087 ,481**

Sig. (2-tailed) ,000 ,007 ,263 ,189 ,846 ,003 ,003 ,059 ,036 ,298 ,587 ,173 ,017 ,000 ,743 ,003 ,404 ,841 ,422 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y2

Pearson

Correlation

,445*

*

1 ,337*

*

,230* ,189 ,248* ,162 ,273* ,151 ,134 ,276*

*

,122 ,154 ,373*

*

,374** ,095 ,134 ,113 ,125 ,326*

*

,528**

Sig. (2-tailed) ,000 ,001 ,032 ,079 ,021 ,137 ,010 ,163 ,215 ,010 ,262 ,156 ,000 ,000 ,381 ,215 ,298 ,250 ,002 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y3

Pearson

Correlation

,288*

*

,337*

*

1 ,611*

*

,213* ,257* ,089 ,099 ,071 ,003 ,203 ,010 ,384*

*

,322*

*

,379** ,213* ,147 ,192 ,176 ,333*

*

,536**

Sig. (2-tailed) ,007 ,001 ,000 ,047 ,016 ,415 ,362 ,516 ,976 ,059 ,929 ,000 ,002 ,000 ,047 ,175 ,074 ,103 ,002 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y4

Pearson

Correlation

,121 ,230* ,611*

*

1 ,135 ,400*

*

,016 ,054 ,068 -,132 ,049 ,007 ,288*

*

,244* ,325** ,295*

*

,194 ,247* ,384** ,350*

*

,490**

Sig. (2-tailed) ,263 ,032 ,000 ,213 ,000 ,886 ,619 ,533 ,222 ,655 ,950 ,007 ,023 ,002 ,006 ,072 ,021 ,000 ,001 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

71

Y5

Pearson

Correlation

,142 ,189 ,213* ,135 1 ,135 ,134 -,030 -,145 -,030 ,559*

*

,036 ,026 -,003 ,128 -,019 ,206 ,021 -,010 ,058 ,272*

Sig. (2-tailed) ,189 ,079 ,047 ,213 ,213 ,219 ,784 ,179 ,784 ,000 ,744 ,812 ,977 ,238 ,865 ,055 ,847 ,926 ,597 ,011

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y6

Pearson

Correlation

-,021 ,248* ,257* ,400*

*

,135 1 ,346*

*

,237* ,108 -,051 -,052 ,242* ,257* ,162 ,158 ,311*

*

,093 ,215* ,362** ,420*

*

,484**

Sig. (2-tailed) ,846 ,021 ,016 ,000 ,213 ,001 ,027 ,319 ,641 ,634 ,024 ,016 ,133 ,145 ,003 ,391 ,045 ,001 ,000 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y7

Pearson

Correlation

,318*

*

,162 ,089 ,016 ,134 ,346*

*

1 ,553*

*

,339*

*

,314*

*

,010 ,329*

*

,232* ,152 ,446** ,162 ,267* ,215* ,106 ,168 ,548**

Sig. (2-tailed) ,003 ,137 ,415 ,886 ,219 ,001 ,000 ,001 ,003 ,924 ,002 ,032 ,162 ,000 ,136 ,013 ,046 ,330 ,121 ,000

N 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86 86

Y8

Pearson

Correlation

,320*

*

,273* ,099 ,054 -,030 ,237* ,553*

*

1 ,592*

*

,372*

*

-,022 ,273* ,195 ,296*

*

,428** ,214* ,372*

*

,220* ,135 ,240* ,587**

Sig. (2-tailed) ,003 ,010 ,362 ,619 ,784 ,027 ,000 ,000 ,000 ,840 ,010 ,071 ,005 ,000 ,047 ,000 ,040 ,212 ,025 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y9

Pearson

Correlation

,203 ,151 ,071 ,068 -,145 ,108 ,339*

*

,592*

*

1 ,640*

*

,243* ,248* ,213* -,015 ,411** ,104 ,304*

*

,239* ,102 ,209 ,509**

Sig. (2-tailed) ,059 ,163 ,516 ,533 ,179 ,319 ,001 ,000 ,000 ,024 ,020 ,047 ,893 ,000 ,337 ,004 ,026 ,347 ,052 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y10

Pearson

Correlation

,225* ,134 ,003 -,132 -,030 -,051 ,314*

*

,372*

*

,640*

*

1 ,264* ,415*

*

,147 ,059 ,324** ,003 ,228* ,266* -,063 ,099 ,421**

Sig. (2-tailed) ,036 ,215 ,976 ,222 ,784 ,641 ,003 ,000 ,000 ,013 ,000 ,175 ,589 ,002 ,979 ,034 ,013 ,561 ,361 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

72

Y11

Pearson

Correlation

,113 ,276*

*

,203 ,049 ,559*

*

-,052 ,010 -,022 ,243* ,264* 1 ,106 ,109 -,019 ,224* ,013 ,121 ,007 ,037 ,194 ,342**

Sig. (2-tailed) ,298 ,010 ,059 ,655 ,000 ,634 ,924 ,840 ,024 ,013 ,327 ,315 ,859 ,037 ,905 ,264 ,947 ,733 ,072 ,001

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y12

Pearson

Correlation

,059 ,122 ,010 ,007 ,036 ,242* ,329*

*

,273* ,248* ,415*

*

,106 1 ,150 ,403*

*

,171 ,173 -

,056

,276*

*

,299** ,306*

*

,459**

Sig. (2-tailed) ,587 ,262 ,929 ,950 ,744 ,024 ,002 ,010 ,020 ,000 ,327 ,166 ,000 ,114 ,108 ,604 ,010 ,005 ,004 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y13

Pearson

Correlation

,147 ,154 ,384*

*

,288*

*

,026 ,257* ,232* ,195 ,213* ,147 ,109 ,150 1 ,181 ,327** ,130 ,051 ,012 ,274* ,240* ,449**

Sig. (2-tailed) ,173 ,156 ,000 ,007 ,812 ,016 ,032 ,071 ,047 ,175 ,315 ,166 ,093 ,002 ,231 ,638 ,909 ,010 ,025 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y14

Pearson

Correlation

,255* ,373*

*

,322*

*

,244* -,003 ,162 ,152 ,296*

*

-,015 ,059 -,019 ,403*

*

,181 1 ,419** ,408*

*

,154 ,266* ,173 ,281*

*

,517**

Sig. (2-tailed) ,017 ,000 ,002 ,023 ,977 ,133 ,162 ,005 ,893 ,589 ,859 ,000 ,093 ,000 ,000 ,156 ,013 ,110 ,008 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y15

Pearson

Correlation

,500*

*

,374*

*

,379*

*

,325*

*

,128 ,158 ,446*

*

,428*

*

,411*

*

,324*

*

,224* ,171 ,327*

*

,419*

*

1 ,243* ,585*

*

,241* ,033 ,147 ,693**

Sig. (2-tailed) ,000 ,000 ,000 ,002 ,238 ,145 ,000 ,000 ,000 ,002 ,037 ,114 ,002 ,000 ,023 ,000 ,025 ,760 ,174 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y16

Pearson

Correlation

-,036 ,095 ,213* ,295*

*

-,019 ,311*

*

,162 ,214* ,104 ,003 ,013 ,173 ,130 ,408*

*

,243* 1 ,298*

*

,329*

*

,329** ,212* ,460**

Sig. (2-tailed) ,743 ,381 ,047 ,006 ,865 ,003 ,136 ,047 ,337 ,979 ,905 ,108 ,231 ,000 ,023 ,005 ,002 ,002 ,049 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

73

Y17

Pearson

Correlation

,320*

*

,134 ,147 ,194 ,206 ,093 ,267* ,372*

*

,304*

*

,228* ,121 -,056 ,051 ,154 ,585** ,298*

*

1 ,357*

*

,085 ,099 ,499**

Sig. (2-tailed) ,003 ,215 ,175 ,072 ,055 ,391 ,013 ,000 ,004 ,034 ,264 ,604 ,638 ,156 ,000 ,005 ,001 ,431 ,361 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y18

Pearson

Correlation

,091 ,113 ,192 ,247* ,021 ,215* ,215* ,220* ,239* ,266* ,007 ,276*

*

,012 ,266* ,241* ,329*

*

,357*

*

1 ,368** ,417*

*

,517**

Sig. (2-tailed) ,404 ,298 ,074 ,021 ,847 ,045 ,046 ,040 ,026 ,013 ,947 ,010 ,909 ,013 ,025 ,002 ,001 ,000 ,000 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y19

Pearson

Correlation

,022 ,125 ,176 ,384*

*

-,010 ,362*

*

,106 ,135 ,102 -,063 ,037 ,299*

*

,274* ,173 ,033 ,329*

*

,085 ,368*

*

1 ,544*

*

,449**

Sig. (2-tailed) ,841 ,250 ,103 ,000 ,926 ,001 ,330 ,212 ,347 ,561 ,733 ,005 ,010 ,110 ,760 ,002 ,431 ,000 ,000 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

Y20

Pearson

Correlation

,087 ,326*

*

,333*

*

,350*

*

,058 ,420*

*

,168 ,240* ,209 ,099 ,194 ,306*

*

,240* ,281*

*

,147 ,212* ,099 ,417*

*

,544** 1 ,578**

Sig. (2-tailed) ,422 ,002 ,002 ,001 ,597 ,000 ,121 ,025 ,052 ,361 ,072 ,004 ,025 ,008 ,174 ,049 ,361 ,000 ,000 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87

TOTAL_

SKOR

Pearson

Correlation

,481*

*

,528*

*

,536*

*

,490*

*

,272* ,484*

*

,548*

*

,587*

*

,509*

*

,421*

*

,342*

*

,459*

*

,449*

*

,517*

*

,693** ,460*

*

,499*

*

,517*

*

,449** ,578*

*

1

Sig. (2-tailed) ,000 ,000 ,000 ,000 ,011 ,000 ,000 ,000 ,000 ,000 ,001 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000

N 87 87 87 87 87 87 86 87 87 87 87 87 87 87 87 87 87 87 87 87 87


*. Correlation is significant at the 0.05 level (2-tailed).

74

Lampiran C4

Tabel Reliabilitas

Variabel Kualitas Pelayanan (X)

Item-Total Statistics

Scale Mean if

Item Deleted

Scale Variance

if Item Deleted

Corrected Item-

Total

Correlation

Cronbach's

Alpha if Item

Deleted

X1 79,59 24,129 ,398 ,731

X2 79,44 25,063 ,256 ,741

X3 79,85 22,687 ,523 ,718

X4 80,01 23,174 ,392 ,730

X5 79,66 24,019 ,413 ,730

X6 79,83 23,889 ,375 ,732

X7 79,54 25,158 ,230 ,743

X8 79,56 25,156 ,213 ,745

X9 79,89 24,522 ,333 ,736

X10 79,86 22,888 ,446 ,725

X11 79,85 24,012 ,311 ,738

X12 79,29 24,416 ,354 ,734

X13 79,30 24,654 ,311 ,737

X14 79,49 24,834 ,367 ,735

X15 79,64 24,511 ,352 ,735

X16 79,69 25,798 ,114 ,751

X17 79,47 25,717 ,123 ,751

X18 79,99 24,616 ,271 ,741

X19 79,53 25,461 ,197 ,745

X20 79,47 25,671 ,149 ,748

Case Processing Summary

N %

Cases

Valid 87 100,0

Excludeda 0 ,0

Total 87 100,0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's

Alpha

N of Items

,747 20

75

Tabel Reliabilitas

Variabel Kepuasan Pelanggan (Y)

Item-Total Statistics

Scale Mean if

Item Deleted

Scale Variance

if Item Deleted

Corrected Item-

Total

Correlation

Cronbach's

Alpha if Item

Deleted

Y1 85,13 22,275 ,374 ,830

Y2 85,30 21,863 ,453 ,827

Y3 85,26 21,894 ,464 ,826

Y4 85,38 22,052 ,415 ,829

Y5 85,14 23,167 ,181 ,839

Y6 85,36 22,139 ,410 ,829

Y7 85,13 21,809 ,478 ,826

Y8 85,07 21,693 ,516 ,824

Y9 85,08 22,052 ,431 ,828

Y10 85,07 22,484 ,337 ,832

Y11 85,10 22,838 ,254 ,836

Y12 85,18 22,245 ,378 ,830

Y13 85,26 22,313 ,370 ,831

Y14 85,23 21,970 ,442 ,827

Y15 84,97 21,406 ,636 ,819

Y16 85,26 22,034 ,368 ,831

Y17 85,07 22,111 ,420 ,828

Y18 85,24 21,883 ,438 ,827

Y19 85,33 22,364 ,375 ,830

Y20 85,32 21,639 ,510 ,824

Case Processing Summary

N %

Cases

Valid 87 100,0

Excludeda 0 ,0

Total 87 100,0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's

Alpha

N of Items

,836 20

76

Lampiran C5

Tabel Koefisien Korelasi

Correlations

X Y

Kualitas Pelayanan

Pearson Correlation 1 ,644**

Sig. (2-tailed) ,000

N 87 87

Kepuasan Pelanggan

Pearson Correlation ,644** 1

Sig. (2-tailed) ,000

N 87 87


77

Lampiran C6

Tabel Koefisien Determinasi

Model Summary

Model R R Square Adjusted R

Square

Std. Error of

the Estimate

1 ,644a ,414 ,407 3,794

a. Predictors: (Constant), Kualitas Pelayanan

ANOVAa

Model Sum of

Squares

df Mean

Square

F Sig.

1

Regression 865,290 1 865,290 60,104 ,000b

Residual 1223,698 85 14,396

Total 2088,989 86

a. Dependent Variable: Kepuasan Pelanggan

b. Predictors: (Constant), Kualitas Pelayanan

78

Lampiran C7

Tabel Persamaan Regresi

Coefficientsa

Model Unstandardized

Coefficients

Standardized

Coefficients

t Sig.

B Std. Error Beta

1

(Constant) 38,319 6,637 5,773 ,000

Kualitas

Pelayanan

,613 ,079 ,644 7,753 ,000

a. Dependent Variable: Kepuasan Pelanggan

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