kuesioner penelitian - repository.unika.ac.idrepository.unika.ac.id/13391/8/12.30.0294 caecillia...

70

LAMPIRAN

LAMPIRAN 1. KUESIONER

No Kuesioner

KUESIONER PENELITIAN

Responden yang terhormat,

Saya Caecillia Faraditya Yusvari, mahasiswi Program Studi Manajemen

Fakultas Ekonomi dan Bisnis Unika Soegijapranata Semarang. Saat ini saya

sedang melakukan penelitian untuk skripsi dengan judul “Pengaruh Kualitas

Pelayanan dan Kepuasan Konsumen terhadap Loyalitas Konsumen di Restoran

Metduck Paragon Mall Semarang”. Sehubungan dengan hal tersebut, saya

membutuhkan bantuan dan partisipasi Anda untuk mengisi kuesioner ini.Sebelum

menjawab pertanyaan penelitian dimohon untuk membaca petunjuk pengisian.

Atas kerjasama dan bantuan Anda dalam meluangkan waktu untuk mengisi

kuesioner penelitian ini, saya ucapkan terimakasih.

Hormat Saya

Peneliti – Caecillia Faraditya Yusvari

71

IDENTITAS RESPONDEN

1. Nama :

2. Jenis Kelamin :

3. Usia :

4. Pekerjaan :

Berilah tanda checklist ( ) pada pilihan jawaban Anda

5. Dengan siapa anda datang ke restoran Metduck?

Keluarga

Teman

Rekan kerja

Anda memiliki jawaban lain

.......................................................................

6. Apa yang membuat anda ingin datang lagi ke restoran Metduck :

Pelayanan yang baik

Harga yang terjangkau

Makanan dan minuman sesuai dengan

selera anda

Ajakan dari keluarga, teman atau rekan

kerja

Anda memiliki jawaban lain

........................................................................

7. Berapa kali anda pernah datang ke restoran Metduck Paragon Mall

Semarang?

<2 kali

>2 kali

Jika anda menjawab “<2 kali” mohon untuk tidak meneruskan mengisi

kuesioner ini. Terimakasih atas partisipasi anda.

72

PETUNJUK PENGISIAN

Berikan penilaian terhadap masing masing pertanyaan dibawah ini sesuai dengan

pendapat Anda, dengan memberikan tanda checklist( )pada kolom jawaban yang

tersedia.

Keterangan:

STS = 1 : Sangat Tidak Setuju SS = 5 : Sangat Setuju N= 3 : Netral

TS = 2 : Tidak Setuju S = 4 : Setuju

DAFTAR PERTANYAAN

No Pertanyaan STS TS N S SS

KUALITAS PELAYANAN

(SERVICE QUALITY)

Bukti Fisik (Tangibility)

1. Restoran Metduck memiliki fasilitas fisik

yang bersih.

2. Restoran Metduck memiliki desain interior

yang menarik.

3. Karyawan restoran Metduck berpenampilan

rapi.

4. Fasilitas fisik yang dimiliki restoran sesuai

dengan penyedia pelayanan (memadai).

Kehandalan (Reliability) STS TS N S SS

5. Karyawan restoran Metduck memberikan

pelayanan sesuai dengan yang dijanjikan

6.

Waiter restoran Metduck memberikan

pelayanan yang ramah dari pelanggan datang

hingga pulang.

7. Kasir restoran Metduck memberikan struk

pembelian secara akurat.

8.

Karyawan restoran Metduck menyampaikan

informasi tentang promo, diskon dan

pembayaran secara jelas.

Ketanggapan (Responsiveness) STS TS N S SS

9. Karyawan restoran Metduck menanggapi

keluhan pelanggan dengan segera.

10. Pelanggan menerima pelayanan yang tepat

dari karyawan.

11. Waiter restoran Metduck bersedia membantu

kesulitan pelanggan dalam memilih menu.

12. Waiter menanggapi permintaan konsumen

tentang produk dengan segera.

Jaminan (Assurance) STS TS N S SS

13. Menurut pelanggan rasa masakan di

restoran Metduck enak.

14. Pelanggan tidak khawatir jika makan di

restoran Metduck (bahan masakan bersih)

73

DAFTAR PERTANYAAN

No Pertanyaan STS TS N S SS

15. Restoran Metduck menjamin keamanan saat

bertransaksi.

16. Menurut pelanggan karyawan retoran

Metduck sopan.

Perhatian (Empathy) STS TS N S SS

17. Karyawan restoran Metduck memberikan

perhatian terhadap pelanggan.

18.

Setelah pelanggan makan, waiter

menanyakan komentar pelanggan tentang

makanan dan minuman yang dipesan.

19.

Waiter memperhatikan kebutuhan

pelanggan.(misalnya anak-anak diberi

babychair)

20.

Chef memberikan compliment produk untuk

pelanggan yang ulang tahun dan

merayakannya di restoran Metduck.

KEPUASAN PELANGGAN

(CUSTOMER SATISFACTION) STS TS N S SS

1. Restoran Metduck memberikan pelayanan

sesuai dengan yang diharapkan pelanggan.

2.

Pelanggan merasa senang dengan pelayanan

yang diberikan oleh karyawan restoran

Merduck.

3. Pelanggan akan mengatakan hal positif

tentang restoran Metduck

4.

Pelanggan percaya bahwa makan di restoran

Metduck merupakan pengalaman yang

memuaskan.

LOYALITAS PELANGGAN

(CUSTOMER LOYALTY) STS TS N S SS

1.

Saat pelanggan ingin makan masakan

western, pelanggan memilih restoran

Metduck.

2.

Pelanggan jarang melakukan peralihan ke

restoran lain jika berkunjung ke Paragon

Mall Semarang.

3. Pelanggan akan melakukan kunjungan lagi di

restoran Metduck.

4. Pelanggan memberikan rekomendasi kepada

pihak lain untuk makan di restoran Metduck.

- Terimakasih atas partisipasi Anda –

74

LAMPIRAN 2. DATA RESPONDEN

Data Responden Variabel Kualitas Pelayanan (X1)

No.

Resp

Ind

1

Ind

2

Ind

3

Ind

4

Ind

5

Ind

6

Ind

7

Ind

8

Ind

9

Ind

10

Ind

11

Ind

12

Ind

13

In

14

Ind

15

Ind

16

Ind

17

Ind

18

Ind

19

Ind

20 TOTAL

1 3 3 5 5 5 4 5 4 4 4 3 4 5 5 5 4 4 5 3 5 85

2 4 4 4 4 5 4 4 5 4 4 5 4 4 5 4 4 4 4 5 4 85

3 4 5 4 4 5 4 5 5 4 4 4 4 4 4 5 4 4 4 4 5 86

4 3 4 4 4 2 4 2 2 5 3 4 5 4 4 4 3 4 4 4 2 71

5 5 5 5 4 4 4 4 4 4 4 5 4 5 5 3 4 4 5 5 4 87

6 4 5 5 4 4 4 4 4 4 3 5 4 4 4 4 3 4 4 5 4 82

7 4 5 4 4 5 4 4 4 4 4 3 4 4 3 5 4 4 4 3 4 80

8 5 4 5 5 5 4 4 4 5 4 4 5 4 5 5 4 4 4 4 4 88

9 4 4 2 4 2 4 4 3 4 3 2 4 4 4 4 3 3 4 2 4 68

10 4 3 4 4 5 3 3 3 4 5 4 4 4 4 3 5 5 4 4 3 78

11 3 4 4 2 4 4 3 3 2 4 3 2 2 3 4 3 4 3 3 3 63

12 4 4 3 4 5 4 4 4 4 5 4 4 4 4 4 5 3 4 4 4 81

13 2 3 3 3 2 2 3 3 3 4 5 3 3 2 3 3 4 2 5 3 61

14 4 4 3 4 5 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 79

75

15 5 4 4 2 4 4 4 4 3 4 4 2 2 4 3 3 4 4 4 4 72

16 4 4 4 5 4 4 4 4 5 5 5 5 5 4 4 5 4 4 5 4 88

17 5 5 5 5 5 5 5 5 5 4 4 5 5 5 5 4 5 5 4 5 96

18 4 4 4 4 3 3 4 4 4 3 4 4 4 4 4 3 4 4 4 4 76

19 5 5 5 4 5 2 5 5 4 4 4 4 4 5 3 4 4 5 4 5 86

20 5 4 5 3 4 4 5 5 3 4 4 3 3 5 4 4 3 5 4 5 82

21 5 4 4 5 5 4 5 5 5 4 5 5 5 5 4 4 4 5 5 5 93

22 4 5 5 4 3 4 5 5 4 5 5 4 4 4 5 5 4 4 5 5 89

23 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 5 5 4 4 4 83

24 5 4 3 3 5 4 5 5 3 4 5 3 3 5 4 4 4 5 5 5 84

25 4 5 5 4 5 5 4 4 4 5 5 4 4 4 5 5 5 4 5 4 90

26 5 4 3 3 4 2 3 3 3 3 2 3 3 5 4 3 4 5 2 3 67

27 4 4 4 3 4 3 3 3 3 3 3 3 3 4 4 3 3 4 3 3 67

28 3 4 4 4 5 2 3 3 4 4 4 4 4 3 4 4 3 3 4 3 72

29 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 3 4 78

30 4 5 4 4 4 3 4 4 4 4 3 4 4 4 5 4 3 4 3 4 78

76

Data Responden Variabel Kepuasan Pelanggan (X2)

No.

Resp Ind 1 Ind 2 Ind 3 Ind 4 TOTAL

1 4 4 4 4 16

2 4 4 4 4 16

3 4 4 4 3 15

4 4 4 4 4 16

5 5 5 4 5 19

6 4 4 4 4 16

7 5 5 4 5 19

8 4 4 5 4 17

9 4 4 4 4 16

10 5 4 5 5 19

11 4 2 2 4 12

12 5 4 4 5 18

13 2 4 3 2 11

14 3 4 4 2 13

15 4 4 2 2 12

16 5 5 4 5 19

17 4 5 4 4 17

18 2 4 4 3 13

19 5 4 4 5 18

20 4 4 4 3 15

21 4 4 3 4 15

22 4 3 4 4 15

23 2 4 2 2 10

24 5 5 4 5 19

25 2 4 3 3 12

26 4 2 2 4 12

27 4 2 2 2 10

28 4 2 2 3 11

29 3 2 2 4 11

30 3 2 3 4 12

78

Data Reponden Variabel Loyalitas Pelanggan (Y)

No.

Resp Ind 1 Ind 2 Ind 3 Ind 4 TOTAL

1 5 4 5 5 19

2 4 4 4 4 16

3 4 4 5 5 18

4 2 4 4 4 14

5 4 4 5 5 18

6 4 4 4 5 17

7 4 4 4 4 16

8 4 4 4 5 17

9 4 4 2 3 13

10 2 3 4 4 13

11 3 4 3 4 14

12 4 4 4 4 16

13 3 2 2 2 9

14 4 4 4 4 16

15 4 4 2 2 12

16 4 4 4 4 16

17 5 5 4 4 18

18 4 3 4 4 15

19 2 2 5 4 13

20 5 4 4 4 17

21 5 4 4 4 17

22 4 4 4 4 16

23 4 4 2 4 14

24 5 4 4 4 17

25 4 5 4 4 17

26 2 2 3 2 9

27 2 3 3 2 10

28 4 2 4 4 14

29 2 4 4 4 14

30 2 3 4 4 13

78

LAMPIRAN 3. HASIL OLAH DATA MELALUI SPSS

Uji Validitas dan Reliabilitas

Variabel Kualitas Pelayanan (X1)

KP 1 KP 2 KP 3 KP 4 KP 5 KP 6 KP 7 KP 8 KP 9

KP

10 KP 11 KP 12 KP 13 KP 14 KP 15 KP 16 KP 17 KP 18 KP 19 KP 20

TOTA

L KP

KP

1

Pearson

Correlation 1 .402 .220 .082 .397 .227 .519 .568 .147 .000 .056 .082 .082 .761 .021 .147 .097 .774 .056 .519 .522

**

Sig. (2-

tailed) .028 .243 .667 .030 .229 .003 .001 .439 1.000 .768 .667 .667 .000 .914 .439 .609 .000 .768 .003 .003

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

2

Pearson

Correlation .402 1 .403 .131 .165 .282 .359 .433 .206 .000 .140 .204 .204 .151 .376 .127 .056 .265 .140 .359 .450

*

Sig. (2-

tailed) .028 .027 .490 .385 .132 .052 .017 .274 1.000 .462 .280 .280 .425 .041 .504 .770 .156 .462 .052 .013

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

3

Pearson

Correlation .220 .403 1 .298 .302 .256 .335 .384 .259 .205 .349 .242 .298 .333 .252 .259 .376 .305 .349 .335 .578

**

Sig. (2-

tailed) .243 .027 .110 .105 .173 .071 .036 .167 .277 .059 .199 .110 .072 .179 .167 .041 .101 .059 .071 .001

79

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

4

Pearson

Correlation .082 .131 .298 1 .268 .258 .338 .267 .911 .207 .193 .943 .943 .337 .430 .474 .190 .296 .193 .338 .689

**

Sig. (2-

tailed) .667 .490 .110 .152 .168 .067 .153 .000 .272 .307 .000 .000 .068 .018 .008 .314 .113 .307 .067 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

5

Pearson

Correlation .397 .165 .302 .268 1 .179 .410 .497 .131 .390

* .129 .129 .222 .384 .238 .484 .154 .379 .129 .410 .559

**

Sig. (2-

tailed) .030 .385 .105 .152 .344 .025 .005 .490 .033 .497 .495 .239 .036 .204 .007 .418 .039 .497 .025 .001

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

6

Pearson

Correlation .227 .282 .256 .258 .179 1 .382 .354 .302 .267 .225 .258 .258 .269 .455 .302 .283 .273 .225 .382 .546

**

Sig. (2-

tailed) .229 .132 .173 .168 .344 .037 .055 .105 .153 .231 .168 .168 .151 .012 .105 .130 .144 .231 .037 .002

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

7

Pearson

Correlation .519 .359 .335 .338 .410 .382 1 .920 .184 .272 .246 .169 .338 .528 .331 .369 .072 .578 .246 1.000 .741

**

Sig. (2-

tailed) .003 .052 .071 .067 .025 .037 .000 .329 .146 .190 .371 .067 .003 .074 .045 .705 .001 .190 .000 .000

80

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

8

Pearson

Correlation .568 .433 .384 .267 .497 .354 .920 1 .174 .331 .430 .157 .267 .523 .264 .413 .133 .509 .430 .920

** .778

**

Sig. (2-

tailed) .001 .017 .036 .153 .005 .055 .000 .359 .074 .018 .406 .153 .003 .158 .023 .482 .004 .018 .000 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

9

Pearson

Correlation .147 .206 .259 .911

** .131 .302 .184 .174 1 .151 .267 .974

** .849

** .292 .315 .388

* .215 .242 .267 .184 .632

**

Sig. (2-

tailed) .439 .274 .167 .000 .490 .105 .329 .359 .427 .154 .000 .000 .118 .090 .034 .253 .198 .154 .329 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

10

Pearson

Correlation .000 .000 .205 .207 .390

* .267 .272 .331 .151 1 .422

* .138 .207 -.072 .081 .904

** .353 -.079 .422

* .272 .469

**

Sig. (2-

tailed) 1.000 1.000 .277 .272 .033 .153 .146 .074 .427 .020 .467 .272 .706 .670 .000 .056 .679 .020 .146 .009

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

11

Pearson

Correlation .056 .140 .349 .193 .129 .225 .246 .430

* .267 .422

* 1 .243 .243 .061 -.170 .376

* .313 -.049

1.000*

*

.246 .512**

Sig. (2-

tailed) .768 .462 .059 .307 .497 .231 .190 .018 .154 .020 .196 .196 .751 .370 .041 .093 .796 .000 .190 .004

81

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

12

Pearson

Correlation .082 .204 .242 .943

** .129 .258 .169 .157 .974

** .138 .243 1 .885

** .278 .363

* .412

* .190 .230 .243 .169 .619

**

Sig. (2-

tailed) .667 .280 .199 .000 .495 .168 .371 .406 .000 .467 .196 .000 .137 .049 .024 .314 .221 .196 .371 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

13

Pearson

Correlation .082 .204 .298 .943

** .222 .258 .338 .267 .849

** .207 .243 .885

** 1 .337 .295 .474

** .190 .361 .243 .338 .684

**

Sig. (2-

tailed) .667 .280 .110 .000 .239 .168 .067 .153 .000 .272 .196 .000 .068 .113 .008 .314 .050 .196 .067 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

14

Pearson

Correlation .761

** .151 .333 .337 .384

* .269 .528

** .523

** .292 -.072 .061 .278 .337 1 .105 .162 .114 .904

** .061 .528

** .605

**

Sig. (2-

tailed) .000 .425 .072 .068 .036 .151 .003 .003 .118 .706 .751 .137 .068 .582 .392 .548 .000 .751 .003 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

15

Pearson

Correlation -.021 .376

* .252 .430

* .238 .455

* .331 .264 .315 .081 -.170 .363

* .295 .105 1 .242 .026 .122 -.170 .331 .400

*

Sig. (2-

tailed) .914 .041 .179 .018 .204 .012 .074 .158 .090 .670 .370 .049 .113 .582 .199 .893 .520 .370 .074 .028

82

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

16

Pearson

Correlation .147 .127 .259 .474

** .484

** .302 .369

* .413

* .388

* .904

** .376

* .412

* .474

** .162 .242 1 .295 .171 .376

* .369

* .660

**

Sig. (2-

tailed) .439 .504 .167 .008 .007 .105 .045 .023 .034 .000 .041 .024 .008 .392 .199 .113 .367 .041 .045 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

17

Pearson

Correlation .097 .056 .376

* .190 .154 .283 .072 .133 .215 .353 .313 .190 .190 .114 .026 .295 1 .117 .313 .072 .379

*

Sig. (2-

tailed) .609 .770 .041 .314 .418 .130 .705 .482 .253 .056 .093 .314 .314 .548 .893 .113 .539 .093 .705 .039

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

18

Pearson

Correlation .774

** .265 .305 .296 .379

* .273 .578

** .509

** .242 -.079 -.049 .230 .361 .904

** .122 .171 .117 1 -.049 .578

** .588

**

Sig. (2-

tailed) .000 .156 .101 .113 .039 .144 .001 .004 .198 .679 .796 .221 .050 .000 .520 .367 .539 .796 .001 .001

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

19

Pearson

Correlation .056 .140 .349 .193 .129 .225 .246 .430

* .267 .422

*

1.000*

*

.243 .243 .061 -.170 .376* .313 -.049 1 .246 .512

**

Sig. (2-

tailed) .768 .462 .059 .307 .497 .231 .190 .018 .154 .020 .000 .196 .196 .751 .370 .041 .093 .796 .190 .004

83

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

KP

20

Pearson

Correlation .519

** .359 .335 .338 .410

* .382

*

1.000*

*

.920** .184 .272 .246 .169 .338 .528

** .331 .369

* .072 .578

** .246 1 .741

**

Sig. (2-

tailed) .003 .052 .071 .067 .025 .037 .000 .000 .329 .146 .190 .371 .067 .003 .074 .045 .705 .001 .190 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

Tota

l KP

Pearson

Correlation .522

** .450

* .578

** .689

** .559

** .546

** .741

** .778

** .632

** .469

** .512

** .619

** .684

** .605

** .400

* .660

** .379

* .588

** .512

** .741

** 1

Sig. (2-

tailed) .003 .013 .001 .000 .001 .002 .000 .000 .000 .009 .004 .000 .000 .000 .028 .000 .039 .001 .004 .000

N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

*. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed).

84

Case Processing Summary

N %

Cases Valid 30 100.0

Excludeda 0 .0

Total 30 100.0

Reliability Statistics

Cronbach's

Alpha N of Items

.898 20

Variabel Kepuasan Pelanggan (X2)

Correlations

Kepuasan_Pelanggan1

Kepuasan_Pelanggan2

Kepuasan_Pelanggan3

Kepuasan_Pelanggan4

Total_Kepuasan_Pelaggan

KepPel1 Pearson Correlation 1 .260 .387* .723

** .763

**

Sig. (2-tailed) .165 .034 .000 .000

N 30 30 30 30 30

KepPel2 Pearson Correlation .260 1 .666** .273 .709

**

Sig. (2-tailed) .165 .000 .145 .000

N 30 30 30 30 30

KepPel3 Pearson Correlation .387* .666

** 1 .498

** .820

**

Sig. (2-tailed) .034 .000 .005 .000

N 30 30 30 30 30

KepPel4 Pearson Correlation .723** .273 .498

** 1 .809

**

Sig. (2-tailed) .000 .145 .005 .000

N 30 30 30 30 30

Total KepPel

Pearson Correlation .763** .709

** .820

** .809

** 1

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

N 30 30 30 30 30

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

R

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

a. Listwise deletion based on all variables in the procedure.

85


N %


Excludeda 0 .0

Total 30 100.0

a. Listwise deletion based on all variables in the

procedure.


Cronbach's

Alpha N of Items

.778 4

Variabel Loyalitas Pelanggan (Y) Correlations

LP 1 LP 2 LP 3 LP 4 TOTAL LP

LP1 Pearson Correlation 1 .555** .133 .370

* .728

**

Sig. (2-tailed) .001 .482 .044 .000

N 30 30 30 30 30

LP 2 Pearson Correlation .555** 1 .134 .433

* .709

**

Sig. (2-tailed) .001 .482 .017 .000

N 30 30 30 30 30

LP 3 Pearson Correlation .133 .134 1 .750** .666

**

Sig. (2-tailed) .482 .482 .000 .000

N 30 30 30 30 30

LP 4 Pearson Correlation .370* .433

* .750

** 1 .851

**

Sig. (2-tailed) .044 .017 .000 .000

N 30 30 30 30 30

Total Pearson Correlation .728** .709

** .666

** .851

** 1

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

N 30 30 30 30 30

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

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

86


N %


Excludeda 0 .0

Total 30 100.0

a. Listwise deletion based on all variables in the

procedure.


Cronbach's

Alpha N of Items

.716 4

Gambaran Umum Responden

Statistics

Jenis_Kelami

n Usia Pekerjaan

Datang_ke_

Metduck_de

ngan

Alasan_ingin

_datang_ke_

Metduck_lagi

Berapa_kali_

datang_ke_

Metduck

N Valid 30 30 30 30 30 30

Missing 0 0 0 0 0 0

87

Jenis_Kelamin

Frequency Percent Valid Percent

Cumulative

Percent

Valid L 9 30.0 30.0 30.0

P 21 70.0 70.0 100.0

Total 30 100.0 100.0

Usia


Cumulative

Percent

Valid >40 tahun 2 6.7 6.7 6.7

22-27 tahun 17 56.7 56.7 63.3

28-33 tahun 2 6.7 6.7 70.0

34-39 tahun 9 30.0 30.0 100.0

Total 30 100.0 100.0

Pekerjaan


Cumulative

Percent

Valid IRT 3 10.0 10.0 10.0

Mahasisw 5 16.7 16.7 26.7

Pegawai 12 40.0 40.0 66.7

PNS 1 3.3 3.3 70.0

Wiraswas 9 30.0 30.0 100.0

Total 30 100.0 100.0

88

Datang_ke_Metduck_dengan


Cumulative

Percent

Valid Keluarga 14 46.7 46.7 46.7

Rekan Ke 7 23.3 23.3 70.0

Teman 9 30.0 30.0 100.0

Total 30 100.0 100.0

Alasan_responden_datang_ke_restoran_MD


Cumulative

Percent

Valid Ajakan keluarga, teman, 5 16.7 16.7 16.7

Harga terjangkau 4 13.3 13.3 30.0

Makanan sesuai selera 9 30.0 30.0 60.0

Pelayanan yang baik 12 40.0 40.0 100.0

Total 30 100.0 100.0

Tabulasi Silang Dambaran Umum Responden

Usia dan Jenis Kelamin


Cases

Valid Missing Total

N Percent N Percent N Percent

Jenis_kelamin * usia 30 100.0% 0 .0% 30 100.0%

89

Jenis_kelamin * usia Crosstabulation

Usia (tahun)

Total 22-27 28-33 34-39 >40

Jeniskelamin L Count 3 0 4 2 9

% within Jenis_kelamin 33.3% .0% 44.4% 22.2% 100.0%

% of Total 10.0% .0% 13.3% 6.7% 30.0%

P Count 14 2 5 0 21

% within Jenis_kelamin 66.7% 9.5% 23.8% .0% 100.0%

% of Total 46.7% 6.7% 16.7% .0% 70.0%

Total Count 17 2 9 2 30

% within Jenis_kelamin 56.7% 6.7% 30.0% 6.7% 100.0%

% of Total 56.7% 6.7% 30.0% 6.7% 100.0%

Pekerjaan dan Jenis Kelamin


Cases

Valid Missing Total


Jenis_Kelamin * Pekerjaan 30 100.0% 0 .0% 30 100.0%

Jenis_Kelamin * Pekerjaan Crosstabulation

Pekerjaan

Total

IRT

Mahasis

w PNS Pgw swt Wiraush

JenisKelamin L Count 0 1 0 2 6 9

% within JenisKlmn .0% 11.1% .0% 22.2% 66.7% 100.0%

% of Total .0% 3.3% .0% 6.7% 20.0% 30.0%

P Count 3 4 1 10 3 21

90

% within

Jenis_Kelamin 14.3% 19.0% 4.8% 47.6% 14.3% 100.0%

% of Total 10.0% 13.3% 3.3% 33.3% 10.0% 70.0%

Total Count 3 5 1 12 9 30

% within

Jenis_Kelamin 10.0% 16.7% 3.3% 40.0% 30.0% 100.0%

% of Total 10.0% 16.7% 3.3% 40.0% 30.0% 100.0%

Jenis Kelamin dan Kedatangan Responden


Cases

Valid Missing Total


Jenis_Kelamin *

Datang_ke_Metduck_denga

n

30 100.0% 0 .0% 30 100.0%

Jenis_Kelamin * Datang_ke_Metduck_dengan Crosstabulation

Datang_ke_Metduck_dengan

Total Keluarga Rekan Ke Teman

Jenis_Kelamin L Count 4 3 2 9

% within Jenis_Kelamin 44.4% 33.3% 22.2% 100.0%

% of Total 13.3% 10.0% 6.7% 30.0%

P Count 10 4 7 21


% of Total 33.3% 13.3% 23.3% 70.0%

Total Count 14 7 9 30


% of Total 46.7% 23.3% 30.0% 100.0%

91

Frekuensi Tanggapan Responden

Variabel Kualitas Pelayanan (X1)

Ind 1 Ind 2 Ind 3 Ind 4 Ind 5 Ind 6 Ind 7 Ind 8 Ind 9 Ind10 Ind11 Ind12 Ind13 Ind14 Ind15 Ind16 Ind17 Ind18 Ind19 Ind20

N Valid 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

Missing 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Indikator 1


Cumulative

Percent

Valid 2 1 3.3 3.3 3.3

3 4 13.3 13.3 16.7

4 16 53.3 53.3 70.0

5 9 30.0 30.0 100.0

Total 30 100.0 100.0

92

Indikator 2


Cumulative

Percent

Valid 3 3 10.0 10.0 10.0

4 18 60.0 60.0 70.0

5 9 30.0 30.0 100.0

Total 30 100.0 100.0

Indikator 3


Cumulative

Percent

Valid 2 1 3.3 3.3 3.3

3 5 16.7 16.7 20.0

4 15 50.0 50.0 70.0

5 9 30.0 30.0 100.0

Total 30 100.0 100.0

Indikator 4


Cumulative

Percent

Valid 2 2 6.7 6.7 6.7

3 5 16.7 16.7 23.3

4 18 60.0 60.0 83.3

5 5 16.7 16.7 100.0

Total 30 100.0 100.0

93

Indikator 5


Cumulative

Percent

Valid 2 3 10.0 10.0 10.0

3 2 6.7 6.7 16.7

4 11 36.7 36.7 53.3

5 14 46.7 46.7 100.0

Total 30 100.0 100.0

Indikator 6


Cumulative

Percent

Valid 2 4 13.3 13.3 13.3

3 4 13.3 13.3 26.7

4 20 66.7 66.7 93.3

5 2 6.7 6.7 100.0

Total 30 100.0 100.0

Indikator 7


Cumulative

Percent

Valid 2 1 3.3 3.3 3.3

3 6 20.0 20.0 23.3

4 15 50.0 50.0 73.3

5 8 26.7 26.7 100.0

Total 30 100.0 100.0

94

Indikator 8


Cumulative

Percent

Valid 2 1 3.3 3.3 3.3

3 7 23.3 23.3 26.7

4 14 46.7 46.7 73.3

5 8 26.7 26.7 100.0

Total 30 100.0 100.0

Indikator 9


Cumulative

Percent

Valid 2 1 3.3 3.3 3.3

3 6 20.0 20.0 23.3

4 18 60.0 60.0 83.3

5 5 16.7 16.7 100.0

Total 30 100.0 100.0

Indikator 10


Cumulative

Percent

Valid 3 6 20.0 20.0 20.0

4 18 60.0 60.0 80.0

5 6 20.0 20.0 100.0

Total 30 100.0 100.0

95

Indikator 11


Cumulative

Percent

Valid 2 2 6.7 6.7 6.7

3 6 20.0 20.0 26.7

4 13 43.3 43.3 70.0

5 9 30.0 30.0 100.0

Total 30 100.0 100.0

Indikator 12


Cumulative

Percent

Valid 2 2 6.7 6.7 6.7

3 5 16.7 16.7 23.3

4 18 60.0 60.0 83.3

5 5 16.7 16.7 100.0

Total 30 100.0 100.0

Indikator 13


Cumulative

Percent

Valid 2 2 6.7 6.7 6.7

3 5 16.7 16.7 23.3

4 18 60.0 60.0 83.3

5 5 16.7 16.7 100.0

Total 30 100.0 100.0

96

Indikator 14


Cumulative

Percent

Valid 2 1 3.3 3.3 3.3

3 3 10.0 10.0 13.3

4 16 53.3 53.3 66.7

5 10 33.3 33.3 100.0

Total 30 100.0 100.0

Indikator 15


Cumulative

Percent

Valid 3 5 16.7 16.7 16.7

4 17 56.7 56.7 73.3

5 8 26.7 26.7 100.0

Total 30 100.0 100.0

Indikator 16


Cumulative

Percent

Valid 3 9 30.0 30.0 30.0

4 15 50.0 50.0 80.0

5 6 20.0 20.0 100.0

Total 30 100.0 100.0

97

Indikator 17


Cumulative

Percent

Valid 3 7 23.3 23.3 23.3

4 19 63.3 63.3 86.7

5 4 13.3 13.3 100.0

Total 30 100.0 100.0

Indikator 18


Cumulative

Percent

Valid 2 1 3.3 3.3 3.3

3 2 6.7 6.7 10.0

4 19 63.3 63.3 73.3

5 8 26.7 26.7 100.0

Total 30 100.0 100.0

Indikator 19


Cumulative

Percent

Valid 2 2 6.7 6.7 6.7

3 6 20.0 20.0 26.7

4 13 43.3 43.3 70.0

5 9 30.0 30.0 100.0

Total 30 100.0 100.0

98

Indikator 20


Cumulative

Percent

Valid 2 1 3.3 3.3 3.3

3 6 20.0 20.0 23.3

4 15 50.0 50.0 73.3

5 8 26.7 26.7 100.0

Total 30 100.0 100.0

Variabel Kepuasan Pelanggan (X2)

Statistics

Indikator 1 Indikator 2 Indikator 3 Indikator 4

N Valid 30 30 30 30

Missing 0 0 0 0

Indikator 1


Cumulative

Percent

Valid 2 4 13.3 13.3 13.3

3 3 10.0 10.0 23.3

4 16 53.3 53.3 76.7

5 7 23.3 23.3 100.0

Total 30 100.0 100.0

99

Indikator 2


Cumulative

Percent

Valid 2 6 20.0 20.0 20.0

3 1 3.3 3.3 23.3

4 18 60.0 60.0 83.3

5 5 16.7 16.7 100.0

Total 30 100.0 100.0

Indikator 3


Cumulative

Percent

Valid 2 7 23.3 23.3 23.3

3 4 13.3 13.3 36.7

4 17 56.7 56.7 93.3

5 2 6.7 6.7 100.0

Total 30 100.0 100.0

Indikator 4


Cumulative

Percent

Valid 2 5 16.7 16.7 16.7

3 5 16.7 16.7 33.3

4 13 43.3 43.3 76.7

5 7 23.3 23.3 100.0

Total 30 100.0 100.0

100

Variabel Loyalitas Pelanggan (Y)

Statistics

Indikator 1 Indikator 2 Indikator 3 Indikator 4

N Valid 30 30 30 30

Missing 0 0 0 0

Indikator 1


Cumulative

Percent

Valid 2 7 23.3 23.3 23.3

3 2 6.7 6.7 30.0

4 16 53.3 53.3 83.3

5 5 16.7 16.7 100.0

Total 30 100.0 100.0

Indikator 2


Cumulative

Percent

Valid 2 4 13.3 13.3 13.3

3 4 13.3 13.3 26.7

4 20 66.7 66.7 93.3

5 2 6.7 6.7 100.0

Total 30 100.0 100.0

101

Indikator 3


Cumulative

Percent

Valid 2 4 13.3 13.3 13.3

3 3 10.0 10.0 23.3

4 19 63.3 63.3 86.7

5 4 13.3 13.3 100.0

Total 30 100.0 100.0

Indikator 4


Cumulative

Percent

Valid 2 4 13.3 13.3 13.3

3 1 3.3 3.3 16.7

4 20 66.7 66.7 83.3

5 5 16.7 16.7 100.0

Total 30 100.0 100.0

102

LAMPIRAN 4. GAMBAR RESTORAN METDUCK

Gambar lampiran 1 Gambar lampiran 2

Suasana restoran Metduck saat siang hari

103

Gambar lampiran 3 Gambar lampiran 4

Suasana restoran Metduck saat malam hari

104

Gambar lampiran 5

Open Bar Metduck Restoran

Gambar lampiran 6

Open Kitchen Restoran Metduck

kuesioner penelitian - repository.unika.ac.idrepository.unika.ac.id/13391/8/12.30.0294 caecillia...

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