kuesioner - digilib.iainkendari.ac.iddigilib.iainkendari.ac.id/1258/8/lampiran.pdf · konsumen...

LAMPIRAN 1KUESIONER

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASANKONSUMEN PEMAKAI JASA HOTEL APRILIA DALAM PERSPEKTIF

EKONOMI SYARIAH(STUDI PADA HOTEL APRILIA KENDARI)

1. Identitas Respondena. Nama :b. Jenis Kelamin :c. Pekerjaan :

2. Petunjuk Pengisian Kuesionera. Mohon dengan hormat, bantuan dan kesediaan Bapak/Ibu/Saudara untuk

menjawab seluruh pernyataan yang ada dalam kuesioner ini.b. Berilah tanda centang ( √ ) pernyataan berikut yang sesuai dengan keadaan

yang sesungguhnya pada kolom yang tersedia.c. Ada lima pilihan jawaban yang tersedia untuk masing-masing pernyataan,

yaitu:1) Sangat Setuju (SS)2) Setuju (S)3) Ragu-Ragu (R)4) Tidak Setuju (TS)5) Sangat Tidak Setuju (STS)

Pernyataan untuk Mengukur Variabel X (Kualitas Layanan)No Indikator Tangibles (Berwujud) Jawaban

Pernyataan SS S R TS STS1 Lokasi Hotel Aprilia Kendari strategis dan

mudah dijangkau2 Hotel Aprilia Kendari memiliki fasilitas yang

menarik, nyaman, bersih, serta aman untukdigunakan

3 Hotel Aprilia memiliki fasilitas yang moderen4 Informasi yang diberikan Hotel Aprilia mudah

dimengerti dan dipahamiIndikator Relaibility (Keandalan) SS S R TS STS

Pernyataan5 Hotel Aprilia melayani semua konsumen sesuai

dengan yang ada dalam promosi Hotel6 Hotel Aprilia memberikan pelayanan yang sama

keapada semua konsumen7 Hotel Aprilia melayani konsumen sejak pertama

kali datang di Hotel8 Hotel Aprilia menginformasikan kepada

pengunjungnya tentang fasilitas-fasilitasnya

Indikator Responsiveness (Daya Tanggap) SS S R TS STSPernyataan

9 Karyawan Hotel Aprilia mengetahui kebutuhankonsumen

10 Karyawan Hotel Aprilia tetap ada di tempat padajam-jam kerja (sibuk)

11 Karyawan Hotel Aprilia melayani konsumendengan baik, tepat dan efisien

12 Karyawan Hotel Aprilia memiliki pengetahuanyang cukup untuk melayani semua permasalahankonsumen

Indikator Assurance (Jaminan) SS S R TS STSPernyataan

13 Hotel Aprilia menjamin keamanan dankenyamanan konsumen

14 Hotel Aprilia dapat menjaga barang-barangkonsumen dengan aman

15 Pelayanan Hotel Aprilia bebas dari kelalaiankaryawan

16 Karyawan Hotel Aprilia dapat menanamkankepercayaan dan rasa aman kepada konsumen

17 Karyawan Hotel Aprilia selalu menjalankantugasnya dengan benar dan tepat

Indikator Emphaty (Empati) SS S R TS STSPernyataan

18 Karyawan Hotel Aprilia bersikap ramah dansopan dalam melayani pengunjung

19 Karyawan Hotel Aprilia penuh perhatian dansabar dalam melayani pengunjung

20 Karyawan Hotel Aprilia bersikap simpatikterhadap pengunjung

LAMPIRAN 2KUESIONER

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASANKONSUMEN PEMAKAI JASA HOTEL APRILIA DALAM PERSPEKTIF

EKONOMI SYARIAH(STUDI PADA HOTEL APRILIA KENDARI)

1. Identitas Respondena. Nama :b. Jenis Kelamin :c. Pekerjaan :

2. Petunjuk Pengisian Kuesionera. Mohon dengan hormat, bantuan dan kesediaan Bapak/Ibu/Saudara untuk

menjawab seluruh pernyataan yang ada dalam kuesioner ini.b. Berilah tanda centang ( √ ) pernyataan berikut yang sesuai dengan keadaan

yang sesungguhnya pada kolom yang tersedia.c. Ada lima pilihan jawaban yang tersedia untuk masing-masing pernyataan,

yaitu:1) Sangat Setuju (SS)2) Setuju (S)3) Ragu-Ragu (R)4) Tidak Setuju (TS)5) Sangat Tidak Setuju (STS)

Pernyataan untuk Mengukur Variabel Y (Kepuasan Konsumen)

No Pernyataan JawabanSS S R TS STS

1 Karyawan Hotel Aprilia ramah2 Karyawan Hotel Aprilia berpakaian dengan

sopan3 Karyawan Hotel rapi dalam berbusana4 Harga kamar Hotel murah dan terjangkau5 Karyawan Hotel cepat menangani masalah6 Ruang lobi Hotel Aprilia nyaman7 Kamar Hotel Aprila bersih dan nyaman8 Fasilitas Hotel Aprilia selalu tersedia dan

memadai9 Lokasi Hotel Aprilia mudah dijangkau10 Fasilitas parkir Hotel memadai11 Customer Servis melayani dengan ramah12 Resepsionis Hotel bepenampilan menarik13 Sistem informasi terjamin bagi konsumen14 Pihak Hotel Aprilia menerima saran dari

konsumen

15 Pihak Hotel Aprilia menanggapi keluhan denganbaik

16 Petugas Room Boy cekat melayani konsumen17 Fasilitas Hot Spot bagus18 Pihak Hotel melakukan komunikasi dengan

konsumen lama19 Karyawan Hotel melakukan koreksi terhadap

kualitas pelayanan20 Hotel menyebarkan kuesioner kepada konsumen

Lampiran Jawaban Responden Instrumen Variabel X (Kualitas Layanan)

RESPONDENITEM

Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

R-1 4 5 4 5 4 4 4 5 4 5 3 4 4 5 3 4 4 3 5 4 4 3 4 4 4 102R-2 4 4 4 4 5 5 4 4 4 5 5 4 4 4 4 3 4 4 4 5 4 4 4 4 4 104R-3 5 5 4 4 4 4 4 3 4 4 4 4 4 4 4 5 5 5 5 4 4 4 5 5 5 108R-4 5 5 5 4 4 4 4 5 5 5 5 4 5 5 4 4 4 4 4 5 5 4 4 4 4 111R-5 4 4 4 3 5 5 5 4 4 4 4 3 5 5 5 5 4 5 4 5 4 4 4 5 5 109R-6 5 5 5 5 4 4 3 3 4 3 4 4 4 4 5 5 5 4 4 5 5 3 4 4 4 105R-7 3 4 3 4 4 4 5 4 4 4 4 5 5 3 3 4 4 4 4 5 5 4 4 4 4 101R-8 5 4 4 4 5 3 5 4 4 4 4 4 5 5 3 4 4 4 4 4 5 5 3 3 4 103R-9 4 4 4 4 5 5 3 3 3 4 4 4 4 4 5 5 5 4 4 4 4 4 4 4 4 102

R-10 3 4 4 4 4 5 4 4 4 5 5 5 3 4 4 4 4 4 5 4 4 4 4 5 5 105R-11 4 4 5 5 5 5 4 4 4 4 5 5 5 5 5 5 4 5 4 5 5 4 4 5 5 115R-12 5 5 4 5 4 4 4 5 5 5 3 4 4 5 5 5 5 5 4 4 4 5 5 4 4 112R-13 5 4 4 4 4 3 4 4 4 5 5 4 5 5 4 4 5 4 4 4 4 5 5 5 4 108R-14 3 3 4 5 5 5 4 4 4 4 4 4 5 4 5 4 4 4 5 5 5 4 4 5 5 108R-15 4 4 4 4 5 4 4 4 5 5 5 5 4 4 4 4 4 4 5 5 5 5 5 4 4 110R-16 5 5 4 4 4 5 5 4 4 5 5 4 4 4 4 4 4 4 5 5 5 4 4 4 4 109R-17 4 5 4 4 4 4 4 4 4 3 4 4 4 4 4 5 4 4 5 5 4 4 4 4 4 103R-18 4 4 5 5 5 4 4 4 4 4 5 4 4 4 4 5 5 5 4 4 4 4 5 5 5 110R-19 4 4 4 4 5 5 4 4 4 4 5 4 4 4 4 4 5 5 4 4 4 4 4 4 5 106R-20 3 3 4 4 3 4 4 4 4 3 3 4 4 4 3 4 4 4 3 3 3 4 4 4 4 91R-21 3 4 4 3 4 4 3 4 4 4 4 4 4 4 4 3 4 4 4 3 3 3 4 4 3 92

RESPONDENITEM

Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

R-22 5 5 4 4 4 4 5 5 4 4 4 4 4 4 3 4 4 4 4 5 5 5 4 4 4 106R-23 5 4 5 5 4 4 4 4 4 4 4 4 4 5 5 4 4 4 4 5 5 4 4 4 4 107R-24 4 4 4 4 4 5 5 4 4 4 4 4 5 4 4 3 4 4 4 4 4 4 5 5 4 104R-25 4 4 5 4 4 4 5 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 4 4 5 105R-26 3 4 4 4 4 3 3 3 4 4 4 4 4 5 4 4 4 4 4 4 5 5 4 4 4 99R-27 5 5 4 5 4 4 4 5 5 5 5 5 4 4 4 4 4 5 4 5 4 5 5 5 5 114R-28 4 4 5 5 4 4 4 4 4 5 4 4 4 4 5 4 4 4 4 5 5 4 4 5 5 108R-29 4 4 5 4 4 4 4 5 5 5 4 4 4 4 4 4 4 5 5 4 4 5 5 4 5 109R-30 5 5 4 4 4 5 4 4 5 4 4 4 4 5 4 4 4 5 4 4 4 5 5 4 4 108R-31 4 4 4 4 4 5 5 5 4 4 4 4 4 4 5 5 4 4 4 5 4 5 5 4 4 108R-32 4 4 5 4 5 4 4 4 4 5 4 4 4 5 5 5 4 4 4 5 5 4 4 5 5 110R-33 3 4 4 3 4 4 4 4 3 3 3 3 4 4 4 3 4 3 4 4 3 3 4 4 4 90R-34 4 4 5 5 4 4 5 5 4 4 4 4 4 4 4 5 5 4 5 4 4 4 4 5 5 109R-35 4 3 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 3 4 3 3 3 3 4 4 91R-36 4 3 4 4 3 4 4 4 4 3 3 3 4 4 4 4 4 4 5 4 5 5 4 4 4 98R-37 4 5 5 5 5 4 4 4 4 4 3 5 5 5 5 4 4 4 4 5 4 5 5 4 4 110R-38 4 4 4 5 4 4 4 4 4 5 5 4 4 5 4 5 5 4 4 4 4 5 4 5 5 109R-39 3 4 3 3 4 4 4 3 3 4 4 4 4 4 5 5 4 4 4 4 3 3 4 4 4 95R-40 4 4 4 3 4 4 4 4 4 3 4 4 5 5 4 4 4 4 5 4 4 4 5 5 4 103R-41 4 4 4 5 4 4 5 4 4 4 4 4 5 5 5 4 5 4 4 4 5 5 4 4 4 108R-42 4 5 4 4 4 5 4 5 5 4 4 4 4 4 5 3 4 3 3 4 4 4 4 4 4 102R-43 3 3 4 3 3 4 3 3 3 4 4 4 3 3 4 4 4 3 4 4 4 4 4 5 4 91R-44 4 4 4 4 5 5 5 5 4 4 4 4 4 4 4 5 4 4 4 4 4 5 5 4 4 107

RESPONDENITEM

Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

R-45 4 4 4 5 4 4 5 4 4 4 5 4 4 5 4 5 4 4 4 3 5 4 4 4 4 105R-46 5 4 3 3 4 5 5 5 4 4 4 3 4 4 5 4 4 4 4 4 4 4 5 4 4 103R-47 4 4 5 4 5 4 4 4 4 5 4 4 4 4 5 4 5 4 4 4 4 4 5 4 4 106R-48 5 5 5 5 4 4 4 5 4 4 4 4 5 5 4 4 4 4 4 4 5 5 4 4 4 109R-49 5 4 4 4 4 5 4 4 4 4 5 5 5 4 5 4 4 4 4 5 4 5 5 5 5 111R-50 4 4 3 4 3 3 3 4 3 3 3 3 4 4 3 3 4 4 3 4 3 3 4 3 3 85R-51 3 4 3 3 3 4 4 4 4 4 3 4 4 4 3 4 4 3 3 4 4 4 3 4 4 91R-52 4 5 4 4 4 4 5 4 4 5 4 5 4 4 4 4 4 5 4 4 4 5 4 4 4 106R-53 3 4 3 4 4 4 4 3 4 4 3 4 4 4 3 4 3 3 3 3 4 4 4 4 4 91R-54 4 5 4 4 4 5 5 5 5 4 4 4 4 5 4 4 4 5 4 5 5 5 4 4 4 110R-55 4 5 4 4 4 5 5 4 4 5 4 5 5 4 5 4 4 4 5 5 5 4 4 4 3 109R-56 4 4 5 5 4 4 4 4 4 5 4 4 4 4 4 4 5 5 5 5 4 5 4 5 5 110R-57 3 4 3 3 3 4 4 4 4 3 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 94R-58 5 5 4 4 4 5 4 4 5 5 4 4 4 4 4 5 4 5 5 4 4 4 5 4 4 109R-59 4 5 5 5 5 5 4 4 4 5 4 5 5 5 5 5 5 5 5 4 4 5 4 5 5 117R-60 4 5 4 4 4 4 4 4 4 5 5 5 5 4 4 5 4 5 4 5 4 4 4 4 5 109R-61 4 3 4 4 4 3 4 4 4 4 4 3 3 3 4 4 4 4 4 5 4 4 5 5 5 99R-62 4 5 4 4 5 4 5 5 5 5 4 4 4 5 5 5 4 4 4 5 4 5 5 5 5 114R-63 5 5 4 4 4 5 5 5 4 4 4 4 4 4 5 5 5 4 5 5 4 4 5 5 4 112R-64 5 4 5 5 5 5 4 5 5 5 4 4 4 4 4 4 5 4 4 5 5 4 5 5 5 114R-65 3 4 4 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 95R-66 4 4 4 4 4 3 4 4 4 4 4 4 3 3 4 4 4 4 4 3 4 4 3 3 3 93R-67 5 5 5 4 4 5 5 5 5 4 5 5 4 4 5 5 4 5 5 4 5 5 4 5 5 117

RESPONDENITEM

Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

R-68 5 4 5 4 4 4 4 5 4 4 4 4 5 5 4 4 4 4 4 5 4 4 5 5 5 109R-69 4 5 5 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 4 4 5 5 5 5 114R-70 4 5 4 4 4 4 4 4 5 5 5 5 5 5 5 4 4 4 4 5 5 5 4 5 5 113R-71 4 5 5 4 5 5 5 5 5 5 5 4 5 4 4 5 5 4 4 4 4 4 4 5 5 114R-72 5 5 5 5 5 5 5 5 5 5 4 4 5 5 5 4 5 5 5 5 4 5 5 5 5 121R-73 4 5 4 4 4 5 5 5 5 5 5 4 5 4 5 5 4 4 4 5 5 5 5 5 5 116R-74 4 5 4 4 5 5 5 5 4 4 5 5 5 4 4 4 5 4 4 5 5 5 4 4 5 113R-75 4 5 4 4 5 4 4 4 4 5 5 5 5 5 4 4 4 5 5 4 4 5 4 5 5 112R-76 5 5 5 5 5 5 5 5 5 4 4 5 4 5 5 5 4 4 5 5 4 5 5 5 5 119R-77 4 5 4 5 5 5 5 4 4 5 5 4 5 5 5 5 5 5 4 4 5 5 4 4 4 115R-78 4 5 4 5 5 5 5 5 5 4 5 4 5 4 4 4 4 5 5 4 4 4 4 5 5 113R-79 5 5 5 5 4 4 4 5 4 4 5 5 5 5 5 5 4 4 4 5 4 5 5 5 5 116R-80 5 5 5 5 4 4 4 5 4 4 4 4 5 4 5 4 4 4 4 4 5 5 5 5 5 112

Mean 106.3

Lampiran Jawaban Responden Instrumen Variabel Y (Kepuasan Konsumen)

RESPONDENITEM

Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25R-1 4 5 4 5 5 4 5 5 4 5 4 5 4 5 4 5 5 3 4 4 5 4 5 5 5 113

R-2 5 4 4 5 5 5 5 4 4 5 5 5 4 5 5 4 5 5 5 5 4 5 5 4 5 117

R-3 5 5 5 5 4 5 4 4 5 5 4 4 4 4 5 5 5 5 5 4 4 4 5 5 5 115

R-4 5 5 5 4 4 5 5 5 5 5 5 5 5 4 5 4 4 5 4 5 5 4 4 4 4 115

R-5 4 4 4 4 5 5 5 4 4 4 4 5 5 5 5 5 5 5 4 5 4 5 4 5 5 114

R-6 5 5 5 5 4 4 4 5 5 4 4 5 5 5 5 5 5 4 5 5 5 5 4 5 5 118

R-7 4 4 4 4 4 4 5 4 4 4 4 5 5 4 4 4 4 4 4 5 5 4 4 4 4 105

R-8 5 5 4 5 5 5 5 4 4 4 4 5 5 5 4 5 4 4 5 5 5 5 5 4 4 115

R-9 5 4 4 5 5 5 4 4 4 4 5 5 4 4 5 5 5 4 5 5 4 4 5 5 5 114

R-10 4 4 5 5 5 5 4 4 4 5 5 5 4 4 4 4 4 4 5 4 4 4 4 5 5 110

R-11 4 4 5 5 5 5 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 4 4 5 5 117

R-12 5 5 5 5 4 4 4 5 5 5 4 5 5 5 5 5 5 5 4 4 4 5 5 5 4 117

R-13 5 4 4 5 5 5 4 4 4 5 5 4 5 5 4 4 5 5 4 4 4 5 5 5 4 113

R-14 4 4 4 5 5 5 4 5 5 5 4 4 5 4 5 5 5 4 5 5 5 4 4 5 5 115

R-15 5 5 5 4 5 5 5 5 5 5 5 5 4 4 4 4 4 5 5 5 5 5 5 4 4 117

R-16 5 5 4 5 5 5 5 4 4 5 5 4 5 5 5 4 4 4 5 5 5 4 4 4 4 114

R-17 4 5 5 5 5 4 4 4 5 5 5 5 4 5 4 5 5 4 5 5 5 5 5 5 4 117

R-18 5 5 5 5 5 4 4 5 5 4 5 4 4 4 4 5 5 5 5 5 4 4 5 5 5 116

R-19 4 4 4 4 4 4 3 4 4 3 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 100

R-20 4 5 5 4 4 4 5 4 5 4 4 4 5 5 5 4 4 5 4 4 5 5 4 4 4 110

R-21 4 5 5 4 5 5 4 5 5 4 4 5 5 4 4 4 4 5 5 5 4 5 5 5 4 114

RESPONDENITEM

Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25R-22 5 5 4 4 4 4 5 5 4 4 4 5 5 4 4 5 5 4 4 5 5 5 4 4 4 111

R-23 5 5 5 5 4 5 5 5 5 4 4 5 5 5 5 5 4 4 5 5 5 5 5 4 4 118

R-24 4 4 4 5 5 5 5 4 4 4 5 5 5 4 4 4 4 4 4 4 4 4 5 5 4 109

R-25 4 4 5 5 4 4 5 5 4 4 4 4 4 5 5 5 4 4 5 5 5 4 5 5 5 113

R-26 4 5 5 4 4 4 5 5 5 5 5 4 4 5 5 5 5 4 4 4 5 4 5 5 5 115

R-27 5 5 4 5 4 4 4 5 5 5 5 5 4 4 4 4 4 5 4 5 4 5 5 5 5 114

R-28 4 4 5 5 4 4 4 5 5 5 5 4 5 5 5 4 4 4 5 5 5 5 5 5 5 116

R-29 5 5 5 4 4 4 4 5 5 5 4 5 5 4 4 4 4 5 5 4 4 5 5 4 5 113

R-30 5 5 4 4 4 5 5 5 5 4 4 5 5 5 4 4 4 5 5 4 4 5 5 4 4 113

R-31 4 5 5 4 4 5 5 5 5 4 4 4 5 5 5 5 4 5 5 5 4 5 5 5 4 116

R-32 4 4 5 4 5 4 4 4 4 5 4 4 4 5 5 5 4 4 4 5 5 4 4 4 5 109

R-33 4 4 4 4 4 5 5 5 4 5 5 5 5 5 4 5 5 5 4 4 5 4 5 5 4 114

R-34 4 4 5 5 4 4 5 5 4 4 4 4 4 4 4 5 5 4 5 4 4 4 4 5 4 108

R-35 4 4 5 5 4 5 5 5 4 4 4 5 5 5 5 5 4 4 4 4 5 5 5 4 4 113

R-36 4 5 5 4 4 5 5 5 4 5 5 5 5 4 4 4 4 5 5 4 5 5 5 5 4 115

R-37 4 5 5 5 5 4 4 4 4 4 4 5 5 5 5 4 4 5 5 5 4 5 5 5 4 114

R-38 4 4 4 3 4 4 4 4 4 5 5 4 4 4 4 5 5 4 4 4 4 5 4 5 4 105

R-39 4 5 4 4 4 4 4 4 4 5 5 5 4 4 5 5 5 4 5 4 4 4 4 4 4 108

R-40 5 5 5 4 5 4 4 4 4 4 5 5 5 5 4 4 5 4 5 4 4 4 5 5 4 112

R-41 4 5 5 5 4 4 5 4 4 4 4 4 5 5 5 4 5 4 4 4 5 5 5 5 4 112

R-42 4 5 4 4 4 5 4 5 5 4 4 4 4 4 5 4 4 3 3 4 4 4 4 4 4 103

R-43 4 4 4 4 4 5 5 4 4 4 4 4 4 4 5 5 5 4 5 5 5 5 4 5 5 111

R-44 4 4 4 4 5 5 5 5 4 4 4 4 4 4 4 5 4 4 4 4 4 5 5 4 4 107

RESPONDENITEM

Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25R-45 4 4 4 5 4 4 5 4 4 4 5 4 4 5 4 5 4 4 4 4 5 4 4 4 4 106

R-46 5 4 4 4 4 5 5 5 4 4 4 4 4 4 5 4 4 4 4 5 5 4 5 5 4 109

R-47 4 4 5 4 5 4 4 5 5 5 4 4 4 4 5 5 5 5 4 4 5 5 5 5 4 113

R-48 5 5 5 5 5 4 4 5 5 4 4 5 5 5 4 5 5 5 5 4 5 5 5 5 4 118

R-49 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 5 5 4 5 102

R-50 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 100

R-51 4 5 4 4 4 5 5 5 5 4 5 5 4 4 4 5 5 4 4 5 5 5 4 5 5 114

R-52 3 4 4 4 3 3 4 4 4 4 4 5 4 4 4 4 4 5 4 4 4 5 4 4 4 100

R-53 4 5 4 5 5 5 4 4 5 5 5 4 5 4 5 4 5 5 5 5 4 5 5 5 4 116

R-54 4 5 5 5 4 5 5 5 5 4 4 4 5 5 4 4 4 5 4 5 5 5 4 4 4 113

R-55 4 5 5 5 5 5 5 4 4 5 4 5 5 5 5 4 5 5 5 5 5 4 5 5 4 118

R-56 3 4 4 4 3 3 4 4 4 4 4 4 4 4 4 3 4 5 4 5 4 5 4 4 5 100

R-57 4 5 5 5 4 5 5 5 4 4 5 5 5 5 5 4 5 5 4 4 4 5 4 4 4 114

R-58 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 4 4 4 5 5 5 120

R-59 4 5 5 5 5 5 4 4 4 5 4 5 4 4 5 5 5 4 5 4 4 5 4 5 5 114

R-60 3 4 4 4 4 4 4 4 4 4 5 5 5 4 5 5 4 5 4 5 4 4 3 4 4 105

R-61 5 4 5 5 4 4 5 5 5 4 4 4 4 4 5 5 5 5 4 5 4 5 5 5 5 115

R-62 4 5 5 5 5 4 5 5 5 5 4 4 5 5 5 5 4 4 5 5 4 5 5 5 5 118

R-63 5 5 4 4 4 5 5 5 4 4 4 5 5 5 5 5 5 4 5 5 4 4 5 5 4 115

R-64 4 4 3 4 4 5 4 5 4 4 4 4 4 4 4 4 5 4 4 5 5 4 4 5 5 106

R-65 3 4 4 4 4 4 4 3 4 4 4 4 5 4 4 4 4 4 4 4 5 5 4 4 4 101

R-66 4 4 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 103

R-67 5 5 5 4 5 5 5 5 5 4 5 5 4 4 5 5 5 5 5 4 5 5 5 5 5 120

RESPONDENITEM

Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25R-68 5 4 5 4 4 5 5 5 4 4 4 4 5 5 4 5 5 4 4 5 5 5 5 5 5 115

R-69 4 5 5 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5 115

R-70 4 5 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 4 4 5 5 5 4 5 5 115

R-71 4 5 5 4 5 5 5 5 5 5 5 5 5 4 5 5 5 4 4 4 4 5 5 5 5 118

R-72 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 4 5 5 5 5 122

R-73 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 124

R-74 4 5 5 5 5 5 5 5 4 4 5 5 5 4 5 5 5 5 5 5 5 5 4 4 5 119

R-75 5 5 4 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 4 4 5 4 5 5 119

R-76 5 5 5 5 5 5 5 5 5 4 4 5 5 5 5 5 4 5 5 5 4 5 5 5 5 121

R-77 4 5 4 5 5 5 5 4 4 5 5 4 5 5 5 5 5 5 4 4 5 5 4 4 4 115

R-78 5 5 5 5 5 5 5 5 5 5 5 4 5 4 4 5 5 5 5 4 4 4 5 5 5 119

R-79 5 5 5 5 4 5 4 5 4 4 5 5 5 5 5 5 5 4 4 5 4 5 5 5 5 118

R-80 5 5 5 5 4 4 5 5 4 5 5 4 5 5 5 4 5 5 5 4 5 5 5 5 5 119

Mean 113

Validitas Instrumen Variabel Y (Kepuasan Konsumen)Correlations

item1 item2 item3 item4 item5 item6 item7 item8 item9 item10 item11 item12 item13 item14 item15 item16 item17 item18 item19 item20 total

item1

Pearson Correlation 1 .562** .090 .555** .444** .356** .233* .381** .312** .049 .143 .345** .219 .427** .312** .104 .214 .748** .467** .137 .612**

Sig. (2-tailed) .000 .425 .000 .000 .001 .038 .000 .005 .669 .205 .002 .051 .000 .005 .357 .057 .000 .000 .226 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item2

Pearson Correlation .562** 1 .405** .628** .468** .427** .133 .409** .458** -.037 .103 .180 .138 .121 .269* .296** .264* .452** .656** .337** .630**

Sig. (2-tailed) .000 .000 .000 .000 .000 .238 .000 .000 .744 .362 .109 .221 .284 .016 .008 .018 .000 .000 .002 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item3

Pearson Correlation .090 .405** 1 .121 .267* .056 .184 .137 .249* .216 .194 .237* .152 .069 .128 .117 -.025 .101 .225* .520** .393**

Sig. (2-tailed) .425 .000 .286 .017 .619 .103 .226 .026 .055 .084 .034 .178 .544 .256 .302 .824 .374 .044 .000 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item4

Pearson Correlation .555** .628** .121 1 .407** .319** .128 .368** .283* .010 -.023 .230* .171 .295** .202 .303** .218 .406** .426** .130 .537**

Sig. (2-tailed) .000 .000 .286 .000 .004 .257 .001 .011 .933 .839 .040 .129 .008 .073 .006 .052 .000 .000 .249 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item5

Pearson Correlation .444** .468** .267* .407** 1 .665** .428** .702** .404** .132 .204 .304** .258* .398** .336** .231* .415** .433** .332** .124 .686**

Sig. (2-tailed) .000 .000 .017 .000 .000 .000 .000 .000 .245 .069 .006 .021 .000 .002 .039 .000 .000 .003 .272 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item6

Pearson Correlation .356** .427** .056 .319** .665** 1 .404** .741** .369** .184 .270* .199 .174 .356** .359** .412** .500** .328** .352** -.026 .642**

Sig. (2-tailed) .001 .000 .619 .004 .000 .000 .000 .001 .102 .015 .077 .122 .001 .001 .000 .000 .003 .001 .821 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item7

Pearson Correlation .233* .133 .184 .128 .428** .404** 1 .301** .443** .301** .342** .351** .312** .323** .395** .201 .348** .213 .228* .272* .563**

Sig. (2-tailed) .038 .238 .103 .257 .000 .000 .007 .000 .007 .002 .001 .005 .003 .000 .074 .002 .058 .042 .015 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item8

Pearson Correlation .381** .409** .137 .368** .702** .741** .301** 1 .389** .180 .215 .190 .204 .414** .296** .493** .531** .390** .393** .077 .674**

Sig. (2-tailed) .000 .000 .226 .001 .000 .000 .007 .000 .110 .056 .091 .070 .000 .008 .000 .000 .000 .000 .499 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item9

Pearson Correlation .312** .458** .249* .283* .404** .369** .443** .389** 1 .243* .279* .453** .320** .368** .462** .383** .297** .263* .517** .234* .676**

Sig. (2-tailed) .005 .000 .026 .011 .000 .001 .000 .000 .030 .012 .000 .004 .001 .000 .000 .007 .018 .000 .036 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item10

Pearson Correlation .049 -.037 .216 .010 .132 .184 .301** .180 .243* 1 .486** .452** .485** .444** .536** .218 .088 .028 -.003 .256* .457**

Sig. (2-tailed) .669 .744 .055 .933 .245 .102 .007 .110 .030 .000 .000 .000 .000 .000 .052 .438 .804 .981 .022 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item11

Pearson Correlation .143 .103 .194 -.023 .204 .270* .342** .215 .279* .486** 1 .504** .254* .430** .264* .116 .164 .226* .021 .119 .458**

Sig. (2-tailed) .205 .362 .084 .839 .069 .015 .002 .056 .012 .000 .000 .023 .000 .018 .305 .146 .043 .854 .295 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item12

Pearson Correlation .345** .180 .237* .230* .304** .199 .351** .190 .453** .452** .504** 1 .486** .499** .520** .023 .208 .346** .272* .150 .603**

Sig. (2-tailed) .002 .109 .034 .040 .006 .077 .001 .091 .000 .000 .000 .000 .000 .000 .839 .064 .002 .015 .184 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item13

Pearson Correlation .219 .138 .152 .171 .258* .174 .312** .204 .320** .485** .254* .486** 1 .588** .495** .170 .227* .174 .253* .269* .552**

Sig. (2-tailed) .051 .221 .178 .129 .021 .122 .005 .070 .004 .000 .023 .000 .000 .000 .131 .043 .122 .023 .016 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item14

Pearson Correlation .427** .121 .069 .295** .398** .356** .323** .414** .368** .444** .430** .499** .588** 1 .451** .361** .332** .437** .247* .169 .668**

Sig. (2-tailed) .000 .284 .544 .008 .000 .001 .003 .000 .001 .000 .000 .000 .000 .000 .001 .003 .000 .027 .134 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item15

Pearson Correlation .312** .269* .128 .202 .336** .359** .395** .296** .462** .536** .264* .520** .495** .451** 1 .284* .331** .277* .321** .200 .643**

Sig. (2-tailed) .005 .016 .256 .073 .002 .001 .000 .008 .000 .000 .018 .000 .000 .000 .011 .003 .013 .004 .075 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item16

Pearson Correlation .104 .296** .117 .303** .231* .412** .201 .493** .383** .218 .116 .023 .170 .361** .284* 1 .577** .190 .367** .338** .536**

Sig. (2-tailed) .357 .008 .302 .006 .039 .000 .074 .000 .000 .052 .305 .839 .131 .001 .011 .000 .091 .001 .002 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item17

Pearson Correlation .214 .264* -.025 .218 .415** .500** .348** .531** .297** .088 .164 .208 .227* .332** .331** .577** 1 .392** .392** .127 .561**

Sig. (2-tailed) .057 .018 .824 .052 .000 .000 .002 .000 .007 .438 .146 .064 .043 .003 .003 .000 .000 .000 .261 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item18

Pearson Correlation .748** .452** .101 .406** .433** .328** .213 .390** .263* .028 .226* .346** .174 .437** .277* .190 .392** 1 .600** .135 .608**

Sig. (2-tailed) .000 .000 .374 .000 .000 .003 .058 .000 .018 .804 .043 .002 .122 .000 .013 .091 .000 .000 .231 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item19

Pearson Correlation .467** .656** .225* .426** .332** .352** .228* .393** .517** -.003 .021 .272* .253* .247* .321** .367** .392** .600** 1 .393** .640**

Sig. (2-tailed) .000 .000 .044 .000 .003 .001 .042 .000 .000 .981 .854 .015 .023 .027 .004 .001 .000 .000 .000 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item20

Pearson Correlation .137 .337** .520** .130 .124 -.026 .272* .077 .234* .256* .119 .150 .269* .169 .200 .338** .127 .135 .393** 1 .429**

Sig. (2-tailed) .226 .002 .000 .249 .272 .821 .015 .499 .036 .022 .295 .184 .016 .134 .075 .002 .261 .231 .000 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

total

Pearson Correlation .612** .630** .393** .537** .686** .642** .563** .674** .676** .457** .458** .603** .552** .668** .643** .536** .561** .608** .640** .429** 1

Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

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

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

Validitas Instrumen Variabel X (Kualitas Pelayanan)

Correlations

item1 item2 item3 item4 item5 item6 item7 item8 item9 item10 item11 item12 item13 item14 item15 item16 item17 item18 item19 item20 total

item1

Pearson Correlation 1 .795** .367** .303** .155 .325** .329** .197 .232* .268* .464** .403** .362** .292** .237* .235* .221* .178 .188 .315** .598**

Sig. (2-tailed) .000 .001 .006 .169 .003 .003 .079 .038 .016 .000 .000 .001 .009 .034 .036 .049 .114 .095 .004 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item2

Pearson Correlation .795** 1 .501** .386** .175 .299** .350** .301** .287** .328** .469** .358** .371** .373** .343** .259* .219 .085 .097 .302** .632**

Sig. (2-tailed) .000 .000 .000 .121 .007 .001 .007 .010 .003 .000 .001 .001 .001 .002 .020 .051 .454 .391 .006 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item3

Pearson Correlation .367** .501** 1 .648** .291** .316** .373** .275* .232* .249* .335** .334** .396** .409** .322** .292** .447** .178 .202 .104 .625**

Sig. (2-tailed) .001 .000 .000 .009 .004 .001 .013 .039 .026 .002 .002 .000 .000 .004 .008 .000 .114 .073 .359 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item4

Pearson Correlation .303** .386** .648** 1 .314** .225* .321** .156 .177 .451** .287** .357** .413** .334** .374** .131 .315** .235* .173 .253* .594**

Sig. (2-tailed) .006 .000 .000 .005 .045 .004 .167 .115 .000 .010 .001 .000 .002 .001 .246 .004 .036 .125 .024 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item5

Pearson Correlation .155 .175 .291** .314** 1 .750** .284* .285* .157 .200 .305** .365** .377** .092 .114 .221* .236* .165 .202 .038 .502**

Sig. (2-tailed) .169 .121 .009 .005 .000 .011 .010 .163 .075 .006 .001 .001 .416 .315 .049 .035 .144 .072 .739 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item6

Pearson Correlation .325** .299** .316** .225* .750** 1 .330** .235* .216 .232* .368** .334** .342** .192 .175 .197 .254* .113 .128 .016 .528**

Sig. (2-tailed) .003 .007 .004 .045 .000 .003 .036 .054 .038 .001 .002 .002 .088 .121 .080 .023 .317 .259 .890 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item7

Pearson Correlation .329** .350** .373** .321** .284* .330** 1 .379** .239* .248* .396** .246* .167 .172 .244* .670** .528** .165 .183 .048 .584**

Sig. (2-tailed) .003 .001 .001 .004 .011 .003 .001 .033 .027 .000 .028 .139 .127 .029 .000 .000 .143 .105 .674 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item8Pearson Correlation .197 .301** .275* .156 .285* .235* .379** 1 .747** .299** .531** .406** .280* .417** .349** .191 .393** .043 .098 .174 .598**

Sig. (2-tailed) .079 .007 .013 .167 .010 .036 .001 .000 .007 .000 .000 .012 .000 .001 .090 .000 .702 .389 .124 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item9

Pearson Correlation .232* .287** .232* .177 .157 .216 .239* .747** 1 .439** .493** .493** .365** .521** .382** .127 .280* .091 .025 .118 .587**

Sig. (2-tailed) .038 .010 .039 .115 .163 .054 .033 .000 .000 .000 .000 .001 .000 .000 .263 .012 .420 .829 .299 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item10

Pearson Correlation .268* .328** .249* .451** .200 .232* .248* .299** .439** 1 .527** .385** .497** .418** .525** .130 .251* .042 -.068 .204 .574**

Sig. (2-tailed) .016 .003 .026 .000 .075 .038 .027 .007 .000 .000 .000 .000 .000 .000 .250 .025 .714 .550 .070 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item11

Pearson Correlation .464** .469** .335** .287** .305** .368** .396** .531** .493** .527** 1 .698** .555** .599** .478** .213 .420** .131 .118 .215 .750**

Sig. (2-tailed) .000 .000 .002 .010 .006 .001 .000 .000 .000 .000 .000 .000 .000 .000 .058 .000 .247 .296 .056 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item12

Pearson Correlation .403** .358** .334** .357** .365** .334** .246* .406** .493** .385** .698** 1 .796** .483** .336** .084 .373** .263* .175 .260* .715**

Sig. (2-tailed) .000 .001 .002 .001 .001 .002 .028 .000 .000 .000 .000 .000 .000 .002 .457 .001 .018 .120 .020 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item13

Pearson Correlation .362** .371** .396** .413** .377** .342** .167 .280* .365** .497** .555** .796** 1 .473** .443** .074 .320** .230* .175 .270* .692**

Sig. (2-tailed) .001 .001 .000 .000 .001 .002 .139 .012 .001 .000 .000 .000 .000 .000 .517 .004 .040 .120 .016 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item14

Pearson Correlation .292** .373** .409** .334** .092 .192 .172 .417** .521** .418** .599** .483** .473** 1 .731** .032 .239* .081 .071 .185 .626**

Sig. (2-tailed) .009 .001 .000 .002 .416 .088 .127 .000 .000 .000 .000 .000 .000 .000 .779 .033 .478 .530 .101 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item15

Pearson Correlation .237* .343** .322** .374** .114 .175 .244* .349** .382** .525** .478** .336** .443** .731** 1 .221* .259* .054 .025 .183 .598**

Sig. (2-tailed) .034 .002 .004 .001 .315 .121 .029 .001 .000 .000 .000 .002 .000 .000 .049 .020 .633 .825 .104 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item16

Pearson Correlation .235* .259* .292** .131 .221* .197 .670** .191 .127 .130 .213 .084 .074 .032 .221* 1 .519** .142 .152 -.031 .424**

Sig. (2-tailed) .036 .020 .008 .246 .049 .080 .000 .090 .263 .250 .058 .457 .517 .779 .049 .000 .208 .178 .782 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item17Pearson Correlation .221* .219 .447** .315** .236* .254* .528** .393** .280* .251* .420** .373** .320** .239* .259* .519** 1 .216 .144 .049 .577**

Sig. (2-tailed) .049 .051 .000 .004 .035 .023 .000 .000 .012 .025 .000 .001 .004 .033 .020 .000 .054 .203 .663 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item18

Pearson Correlation .178 .085 .178 .235* .165 .113 .165 .043 .091 .042 .131 .263* .230* .081 .054 .142 .216 1 .708** .137 .396**

Sig. (2-tailed) .114 .454 .114 .036 .144 .317 .143 .702 .420 .714 .247 .018 .040 .478 .633 .208 .054 .000 .226 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item19

Pearson Correlation .188 .097 .202 .173 .202 .128 .183 .098 .025 -.068 .118 .175 .175 .071 .025 .152 .144 .708** 1 .360** .389**

Sig. (2-tailed) .095 .391 .073 .125 .072 .259 .105 .389 .829 .550 .296 .120 .120 .530 .825 .178 .203 .000 .001 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

item20

Pearson Correlation .315** .302** .104 .253* .038 .016 .048 .174 .118 .204 .215 .260* .270* .185 .183 -.031 .049 .137 .360** 1 .381**

Sig. (2-tailed) .004 .006 .359 .024 .739 .890 .674 .124 .299 .070 .056 .020 .016 .101 .104 .782 .663 .226 .001 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

total

Pearson Correlation .598** .632** .625** .594** .502** .528** .584** .598** .587** .574** .750** .715** .692** .626** .598** .424** .577** .396** .389** .381** 1

Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000

N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80

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

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

Lampiran Jawaban Responden Instrumen Variabel X (Kualitas Pelayanan)

RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total

R-1 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 77

R-2 4 4 4 2 4 4 2 4 4 2 4 4 4 4 4 5 4 4 5 4 76

R-3 4 4 4 4 5 4 4 5 4 5 4 4 5 3 5 5 4 4 4 4 85

R-4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 5 5 83

R-5 5 4 4 4 4 4 4 4 5 5 5 5 5 4 4 4 4 4 4 5 87

R-6 5 5 4 4 4 5 4 5 5 4 4 4 4 4 4 4 4 4 4 4 85

R-7 4 4 4 4 3 3 3 5 5 4 4 4 4 5 5 3 4 4 4 5 81

R-80 4 5 4 4 3 3 3 5 5 4 4 4 4 5 5 3 4 3 3 5 80

R-9 3 4 4 3 3 3 3 4 4 4 4 5 5 5 5 3 4 4 3 3 76

R-10 4 4 4 3 3 4 4 4 5 4 4 3 3 4 4 4 4 3 3 3 74

R-11 5 5 4 4 3 3 3 4 5 4 4 5 5 5 5 3 3 3 3 4 80

R-12 3 3 4 4 3 3 3 4 4 3 3 3 3 3 3 3 3 3 4 4 66

R-13 4 3 4 4 4 4 2 3 3 4 4 4 4 4 4 2 3 4 4 4 72

R-14 3 3 3 2 3 3 3 4 4 3 3 3 3 2 2 3 3 2 3 3 58

R-15 2 2 3 3 3 3 2 2 2 2 1 2 2 2 2 3 2 2 2 3 45

R-16 3 3 3 3 4 4 4 4 4 4 4 4 3 4 4 4 4 3 3 4 73

R-17 3 3 3 2 3 3 3 3 3 3 3 2 3 3 4 4 3 3 4 4 62

R-18 4 4 5 4 4 4 5 5 4 4 4 4 5 5 5 4 4 4 5 5 88

R-19 3 3 4 4 4 4 4 5 5 4 4 4 4 5 5 4 4 3 4 4 81

R-20 3 3 4 4 3 3 3 4 5 4 4 4 4 5 4 3 4 5 4 3 76

R-21 4 3 3 4 3 3 3 4 4 4 4 4 4 4 4 3 4 3 3 5 73

R-22 3 4 4 4 3 3 3 5 5 4 4 4 4 5 5 3 4 1 3 5 76

R-23 2 2 2 2 2 2 3 4 4 3 3 3 3 4 4 4 3 3 3 3 59

R-24 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 3 2 5 77

R-25 4 4 4 4 5 5 4 5 5 4 4 5 5 4 4 4 4 3 3 4 84

R-26 4 4 5 5 4 4 4 5 5 4 4 5 5 4 4 4 4 4 4 4 86

RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total

R-27 4 4 5 5 4 5 4 4 4 5 4 4 5 5 5 5 5 4 4 4 89

R-28 5 5 5 5 4 4 4 5 5 4 4 4 4 5 5 4 4 5 5 5 91

R-29 4 4 3 3 4 4 4 5 5 5 5 5 5 5 5 4 4 5 5 5 89

R-30 4 4 4 5 4 4 4 3 3 4 4 4 4 4 5 4 4 5 5 4 82

R-31 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 2 3 3 89

R-32 4 4 4 4 3 2 4 5 5 4 4 5 5 4 4 4 4 4 4 5 82

R-33 3 3 4 4 4 3 4 3 4 3 3 4 4 4 4 4 4 5 5 3 75

R-34 4 4 4 4 4 5 3 4 5 4 5 5 5 5 5 3 3 4 4 4 84

R-35 4 4 4 3 4 4 4 4 3 4 3 3 4 3 3 4 4 4 4 4 74

R-36 4 4 5 4 4 4 5 4 3 3 5 4 4 4 4 5 5 2 3 4 80

R-37 4 4 4 4 5 5 5 4 4 4 5 5 4 4 4 4 4 5 5 4 87

R-38 4 4 4 4 3 3 4 3 4 4 4 4 4 3 3 4 3 4 4 4 74

R-39 4 4 4 5 3 2 3 3 3 4 4 5 5 4 4 4 4 4 5 5 79

R-40 4 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 4 2 3 3 78

R-41 3 3 4 4 4 4 5 4 4 4 4 4 4 4 4 5 5 4 4 3 80

R-42 3 3 4 4 4 4 3 5 5 4 4 4 4 4 4 4 4 4 5 5 81

R-43 3 3 4 4 4 4 4 3 3 3 3 4 4 4 4 4 4 3 5 5 75

R-44 3 4 4 4 3 4 3 3 3 4 4 4 5 4 4 3 4 3 4 5 75

R-45 4 4 4 5 5 4 4 5 4 4 4 4 4 4 4 3 3 4 5 5 83

R-46 3 3 4 4 4 4 3 4 4 4 4 4 4 4 4 3 3 3 3 3 72

R-47 4 3 3 3 3 3 3 3 3 4 4 4 4 4 4 3 3 2 3 3 66

R-48 3 3 4 4 4 4 2 3 3 4 3 4 5 4 4 2 3 4 4 4 71

R-49 4 4 4 3 2 3 4 5 5 4 4 4 3 4 5 4 4 3 3 5 77

R-50 4 4 4 4 4 4 3 4 4 4 4 4 4 5 5 2 3 2 3 5 76

R-51 3 3 4 4 4 4 4 4 3 3 3 4 4 3 5 4 4 4 4 4 75

R-52 3 3 3 3 3 3 4 4 4 3 3 3 3 3 3 3 4 4 5 5 69

R-53 3 3 3 3 4 4 3 3 3 2 3 4 4 3 3 3 3 4 4 4 66

R-54 3 3 3 4 3 3 3 2 3 5 3 3 3 3 5 4 4 3 2 4 66

RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total

R-55 5 5 4 4 4 5 4 4 4 4 4 5 5 4 4 4 4 3 3 5 84

R-56 3 3 4 4 4 4 4 5 5 4 4 4 4 5 5 4 4 5 5 5 85

R-57 3 3 4 4 4 4 4 5 5 4 4 5 4 3 3 4 5 4 4 3 79

R-58 3 3 4 4 4 4 5 5 5 4 4 4 4 4 5 5 4 4 4 3 82

R-59 4 4 4 4 2 3 5 4 4 4 4 4 4 5 5 5 3 4 4 5 81

R-60 3 3 4 3 3 3 3 4 3 3 4 4 4 4 4 3 4 3 3 3 68

R-61 3 3 4 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 5 76

R-62 5 5 4 4 2 3 4 3 3 3 3 3 3 3 3 4 4 5 5 3 72

R-63 3 3 4 4 3 4 3 4 4 4 4 4 4 4 4 3 4 4 3 3 73

R-64 4 4 4 3 4 4 3 4 4 4 4 5 4 4 4 4 3 4 5 5 80

R-65 5 3 3 3 3 4 3 3 4 3 3 4 4 4 4 4 4 4 4 4 73

R-66 4 4 5 5 4 4 4 3 4 4 3 4 4 4 4 4 4 4 4 5 81

R-67 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 5 5 81

R-68 3 3 3 3 4 4 3 4 4 3 3 3 3 4 4 3 3 4 4 3 68

R-69 3 3 3 3 4 4 2 4 4 4 4 4 4 4 3 2 3 4 4 4 70

R-70 3 3 4 4 3 2 3 3 3 4 3 3 4 3 4 4 4 4 4 4 69

R-71 4 4 3 3 4 4 4 3 3 3 4 4 4 3 3 4 3 4 4 5 73

R-72 3 3 4 4 4 4 3 4 4 3 3 4 4 3 3 3 4 4 4 4 72

R-73 4 4 4 4 4 5 4 4 4 4 4 4 4 3 4 4 4 4 5 5 82

R-74 3 3 4 3 3 4 3 3 5 5 3 4 5 4 4 3 3 3 4 4 73

R-75 3 3 4 4 3 3 3 4 4 4 4 4 4 4 4 3 4 4 4 5 75

R-76 3 3 4 3 4 3 3 4 4 3 3 4 3 3 2 4 4 4 4 4 69

R-77 3 4 4 4 3 3 3 3 3 4 3 2 2 4 4 4 2 2 3 3 63

R-78 3 3 2 3 3 3 3 4 3 4 3 3 3 2 3 3 3 3 4 5 63

R-79 4 3 4 3 2 3 4 4 3 3 4 4 3 4 3 3 4 4 5 4 71

R-80 3 3 3 4 3 3 3 4 5 4 4 5 5 4 4 3 3 4 4 5 76

Lampiran Jawaban Responden Instrumen Variabel Y (Kepuasan Konsumen)

RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total

R-1 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 5 3 3 3 79

R-2 5 4 3 3 4 4 3 4 3 3 4 4 4 4 4 2 4 4 4 4 74

R-3 4 5 5 4 5 5 4 5 5 5 5 5 4 4 5 5 4 4 5 5 93

R-4 5 5 5 3 5 5 5 5 4 3 5 4 3 4 3 4 4 5 5 5 87

R-5 4 4 4 4 4 4 4 4 5 5 4 5 5 5 5 4 4 5 5 5 89

R-6 1 4 5 4 4 4 5 4 4 5 5 4 5 4 4 4 4 2 4 5 81

R-7 4 5 5 4 4 4 4 4 4 3 3 3 2 4 3 5 4 4 5 5 79

R-80 3 3 3 3 3 4 5 4 5 4 4 4 5 5 4 5 4 3 5 4 80

R-9 3 3 3 3 3 4 5 4 4 5 5 4 2 4 3 4 4 3 3 4 73

R-10 3 3 4 3 3 4 4 4 4 5 5 5 3 4 5 4 4 4 4 4 79

R-11 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 81

R-12 3 3 4 3 3 3 3 3 3 4 5 3 3 3 2 3 4 3 3 4 65

R-13 3 3 4 3 3 3 3 4 5 4 4 4 5 5 4 4 4 3 4 4 76

R-14 1 5 5 2 2 3 2 3 3 2 4 2 2 1 2 4 4 3 5 5 60

R-15 2 2 5 1 1 1 4 1 1 5 4 3 4 1 3 1 1 2 2 5 49

R-16 3 3 5 5 3 3 3 3 2 5 4 5 4 5 3 4 3 3 3 5 74

R-17 4 5 5 5 4 4 4 5 5 4 4 4 3 4 4 5 4 4 5 5 87

R-18 4 4 4 4 4 5 5 5 5 5 5 4 3 4 5 4 4 4 4 4 86

R-19 4 4 4 5 4 4 4 4 4 3 3 4 5 4 3 4 4 4 5 5 81

R-20 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 4 4 4 78

R-21 4 4 4 4 3 3 4 4 4 4 4 4 4 5 4 4 4 4 5 5 81

R-22 3 3 3 2 3 4 3 4 4 5 4 4 4 5 5 5 4 4 4 4 77

R-23 3 3 1 3 3 4 3 4 2 2 2 2 3 3 3 4 4 3 4 4 60

R-24 4 4 4 4 4 4 4 4 3 4 5 4 5 5 4 3 3 4 4 4 80

R-25 4 4 4 3 4 4 4 4 4 5 5 5 5 5 4 4 4 4 4 5 85

R-26 5 5 4 5 4 4 4 4 4 4 4 5 5 5 4 4 4 5 5 4 88

RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total

R-27 5 5 4 5 4 4 5 4 5 5 5 5 5 5 5 5 5 4 5 5 95

R-28 5 5 5 4 5 5 4 4 5 4 4 4 4 4 5 4 4 4 5 5 89

R-29 4 4 5 2 4 4 5 4 4 5 4 4 5 5 5 4 5 4 4 5 86

R-30 4 4 5 5 4 4 5 5 4 4 4 5 4 5 4 5 4 4 4 5 88

R-31 4 4 5 4 4 4 5 4 4 5 4 5 4 4 5 5 5 4 5 5 89

R-32 5 5 4 5 4 3 2 5 3 4 4 4 4 4 3 4 4 5 5 4 81

R-33 4 4 4 4 4 4 5 4 5 4 5 4 5 5 4 4 4 5 5 5 88

R-34 5 4 4 4 5 5 4 5 2 4 5 5 4 5 4 4 5 5 3 4 86

R-35 4 5 5 5 4 4 4 5 4 4 4 5 5 4 4 4 5 4 5 5 89

R-36 5 5 5 5 5 4 4 5 4 4 4 4 5 5 5 4 4 5 5 5 92

R-37 4 3 4 3 4 5 4 5 4 4 4 4 4 4 3 5 5 5 5 2 81

R-38 4 4 4 5 4 4 4 4 3 4 4 3 4 4 3 4 3 4 4 4 77

R-39 4 5 5 4 5 4 5 5 5 5 5 3 4 5 4 5 4 4 5 5 91

R-40 3 2 3 3 4 4 5 4 3 4 5 5 4 5 4 3 5 4 4 4 78

R-41 4 4 5 4 4 4 5 4 4 3 5 5 4 4 5 3 4 4 4 3 82

R-42 4 4 3 4 5 5 5 5 4 3 4 4 3 4 3 2 4 4 4 3 77

R-43 4 4 3 4 3 3 5 3 5 4 3 5 4 3 4 3 4 4 5 4 77

R-44 4 4 3 4 4 4 5 4 4 4 3 5 5 4 4 4 5 4 5 5 84

R-45 3 4 3 3 3 4 4 3 3 4 4 4 4 4 4 3 4 3 4 3 71

R-46 4 4 3 4 3 3 3 2 4 4 4 5 4 4 4 2 2 4 4 3 70

R-47 4 4 4 4 3 4 4 4 4 4 4 3 4 4 3 4 4 4 4 4 77

R-48 5 4 4 4 4 4 5 4 4 4 5 4 4 4 4 5 4 4 4 5 85

R-49 5 4 1 5 2 3 4 3 3 4 5 3 4 5 4 5 5 5 4 4 78

R-50 2 3 2 3 4 4 4 4 4 5 4 4 5 4 5 5 4 2 3 4 75

R-51 4 4 5 4 3 3 4 3 5 4 4 5 4 4 4 4 4 4 4 4 80

R-52 4 4 3 4 4 4 4 4 2 3 3 2 3 3 3 4 4 4 4 4 70

R-53 3 2 3 3 3 2 4 3 3 4 4 3 3 4 3 4 4 4 4 5 68

R-54 3 2 4 2 3 2 4 3 4 3 4 4 5 5 3 4 3 3 3 4 68

RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total

R-55 4 4 4 4 4 4 4 4 4 5 4 4 5 5 5 4 4 4 5 5 86

R-56 4 5 3 5 4 4 4 3 5 3 5 5 4 4 4 4 4 4 5 4 83

R-57 4 4 3 4 4 4 4 4 5 4 5 5 4 4 4 3 4 4 4 3 80

R-58 4 4 3 4 4 5 4 5 4 5 5 4 5 5 4 3 4 4 4 3 83

R-59 4 4 4 4 5 4 4 5 5 5 4 4 5 5 4 4 4 4 4 4 86

R-60 2 3 3 3 5 3 4 4 4 3 4 4 3 3 3 4 5 4 3 3 70

R-61 3 3 4 3 3 4 4 3 3 4 4 3 4 4 3 4 4 3 3 4 70

R-62 3 3 3 3 3 4 4 4 4 3 5 4 3 4 3 4 4 3 4 4 72

R-63 2 3 4 3 4 4 5 4 3 4 4 3 4 4 4 4 4 3 3 4 73

R-64 3 4 3 4 3 4 4 3 3 4 3 3 4 3 4 4 4 3 4 3 70

R-65 5 4 3 4 4 4 5 4 5 4 4 4 4 4 4 4 4 4 4 5 83

R-66 4 4 4 4 4 4 5 5 4 4 4 4 4 4 5 4 4 4 4 4 83

R-67 4 3 3 3 4 4 4 4 3 4 4 4 4 4 4 2 3 4 4 3 72

R-68 4 4 3 4 3 3 4 3 3 3 4 4 3 4 5 4 4 5 5 4 76

R-69 4 4 4 3 2 3 3 3 4 3 4 4 3 4 3 3 3 4 4 4 69

R-70 4 4 5 4 4 3 4 3 3 4 3 4 4 4 4 3 4 4 5 5 78

R-71 4 4 4 4 4 3 4 4 4 3 3 4 3 3 3 2 3 3 4 4 70

R-72 4 4 5 3 4 2 5 2 5 4 5 5 4 4 4 2 3 4 4 5 78

R-73 4 4 4 4 4 4 5 3 4 3 3 3 3 4 3 3 3 4 4 4 73

R-74 4 4 4 4 3 3 4 4 5 4 3 4 4 3 5 4 4 4 5 5 80

R-75 4 4 4 4 3 2 4 3 3 3 4 4 4 4 3 3 4 4 4 4 72

R-76 3 4 5 4 4 4 4 3 4 3 3 3 4 4 4 4 5 4 4 5 78

R-77 2 2 2 3 2 1 1 2 1 2 1 1 1 2 2 2 2 2 2 2 35

R-78 3 3 4 2 3 2 4 3 3 5 5 5 5 5 4 3 4 4 4 5 76

R-79 4 5 4 4 4 4 5 5 5 3 3 3 5 4 4 5 5 4 5 5 86

R-80 4 3 3 3 4 4 5 4 3 4 4 4 4 4 4 3 5 5 5 4 79