Chapter 4: DATA ANALYSIS

Chapter 4: DATA ANALYSIS 4.1. Wording Test Before the questionnaire is being deployed to the respondent a wording test is being conducted by 5 respondents. The objective of the wording test is to avoid misinterpretation, revalidate the questions and to see whether it is understandable or not. The term understandable means that the questions are clear, not bias, easily comprehended, properly arranged and can directly be responded, the other objective of the wording test is to ease the process of filling out the questionnaire. The results of the wording test are a revision of template and also an additional feedback form at the end of the questionnaire.

4.2 Reliability and Validity Test Validity is “the degree to which a measure accurately represents what is supposed to” (Hair et.al, 2006: 8). Meanwhile, the term reliability means “the degree to which the observed variable measures the true value and is error free”. The data that is being tested is attained from 38 questionnaires that have been filled by the respondents. All of the data is being processed by using SPSS 13.0 Software. The reliability and validity of the items is being grouped into category according to the items that describes the characteristics of 5 service dimensions. Some category may be grouped directly into a particular service dimension and some may be divided into the expected and perceived items of a service dimension. The grouping is being done according to the coherency between each items (expected and perceived) if the coherency is not good then the expected and perceived items of a service dimension is being assessed independently. The reliability value of each dimension variable is listed on the following page.

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4.2.1 Tangible Dimension Data reliability of 8 tangible dimension items: Table 4.2.1.1 Reliability for Tangible Dimension Reliability Statistics Cronbach's Alpha .751

N of Items 8

According to (Hair et.al, 2006: 137 ) the level of reliability of tangible dimension is accepted if it’s cronbach alpha level (reliability) reached the level .70. In this case, the reliability of tangible dimension is acceptable, has a consistent measurement of scale, and also highly correlated with the other variables. Data validity of 8 Tangible Dimension Items: Table 4.2.1.2 Validity for Tangible Dimension Item-Total Statistics

Teknologi FasilitasFisik KaryawanRapi MateriMenarik PerceivedTeknologi PerceivedFasilitasFisik PerceivedKaryawanRapi PerceivedMateriMenarik

Scale Mean if Item Deleted 36.3947 36.0789 35.9737 36.1579 38.7632 37.8684 37.4474 37.8947

Scale Variance if Item Deleted 33.326 34.291 35.540 32.245 27.807 27.036 28.740 27.664

Corrected Item-Total Correlation .367 .421 .356 .399 .495 .625 .467 .520

Cronbach's Alpha if Item Deleted .739 .735 .744 .734 .718 .687 .723 .711

The validity of each variable is determined by whether the item-total correlation value > r-table. The amount of r-table is determined by using this formula: r-table = number of respondent – number of questions used to measure the variable (in this case is 8 questions). The amount of r-value can be seen from the r-table or degree of freedom (df). As a conclusion, the rtable value of this tangible dimension is 0. 35 so the entire tangible dimension variable is valid.

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The term valid means that the variable that is being measured is able to accurately represent the concept of interest 2 , or in this case is the variables that measures the expected and perceived value of the tangible dimension.

4.2.2 Reliability Dimension Data reliability of 10 expected reliability dimension:

Table 4.2.2.1 Reliability for Expected Reliability Dimension Reliability Statistics Cronbach's Alpha .862

N of Items 5

Table 4.2.2.2 Reliability for Perceived Reliability Dimension Reliability Statistics Cronbach's Alpha .939

N of Items 5

According to (Hair et.al, 2006: 137 ) the level of reliability of reliability dimension is accepted if it’s cronbach alpha level (reliability) reached the level .70. In this case, the reliability of reliability dimension is considered to be acceptable, has a consistent measurement of scale, and also highly correlated with the other variables in the reliability dimension.

2

(Hair et.al, 2006: 137 ) 23

Data validity of 10 items reliability dimension: Table 4.2.2.3 Validity for Expected Reliability Dimension Item-Total Statistics

JanjiDitepati MasalahPelanggan LayananTepat LayananWaktu TrackRecordBebas

Scale Mean if Item Deleted 26.6579 26.8158 26.7105 26.7632 26.8421

Scale Variance if Item Deleted 3.312 2.857 2.914 3.159 3.272

Corrected Item-Total Correlation .666 .667 .688 .780 .653

Cronbach's Alpha if Item Deleted .838 .842 .833 .813 .841

Table 4.2.2.4 Validity for Perceived Reliability Dimension Item-Total Statistics

PerceivedJanjiDitepati PerceivedMasalah Pelanggan PerceivedLayananTepat PerceivedLayananWaktu PerceivedTrackRecord Bebas

Scale Mean if Item Deleted 17.4474

Scale Variance if Item Deleted 31.119

Corrected Item-Total Correlation .838

Cronbach's Alpha if Item Deleted .927

17.1842

34.046

.862

.922

17.2632 17.4211

33.010 32.250

.868 .904

.920 .913

17.6316

35.807

.729

.944

The amount of r-value can be seen from the r-table or degree of freedom (df). As a conclusion, the r-table value of the reliability dimension is 0. 36 so the entire reliability dimension variable is valid because all of the variables in the reliability dimension are above 0.36. The term valid means that the variable that is being measured is able to accurately represent the concept of interest 3 , or in this case is the variables that measures the expected and perceived value of the tangible dimension.

3

(Hair et.al, 2006: 137 ) 24

4.2.3 Responsiveness Dimension Data reliability of 8 expected responsiveness items: Table 4.2.3.1 Reliability for Responsiveness Dimension Reliability Statistics Cronbach's Alpha .742

N of Items 8

According to (Hair et.al, 2006: 137 ) the level of reliability of the responsiveness dimension is accepted if it’s cronbach alpha level (reliability) reached the level .70. In this case, the reliability of responsiveness dimension is considered to be acceptable, has a consistent measurement of scale, and also highly correlated with the other variables in the reliability dimension. Data validity of 8 responsiveness items

Table 4.2.3.2 Validity of Responsiveness Dimension Item-Total Statistics

KepastianPenyampaian Jasa LayananCepat BersediaMembantu Responsif PerceivedKepastian PenyampaianJasa PerceivedLayananCepat PerceivedBersedia Membantu PerceivedResponsif

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

38.2895

33.238

.267

.743

38.1316 38.2105 38.4211

34.928 34.117 34.142

.097 .231 .080

.756 .748 .764

40.6842

23.519

.528

.701

40.3421

21.637

.719

.645

39.8684

23.523

.690

.656

40.3158

21.033

.748

.635

The amount of r-value can be seen from the r-table or degree of freedom (df). As a conclusion, the r-table value of the responsiveness dimension is 0. 35 so the entire perceived responsiveness variable is valid.

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The term valid means that the variable that is being measured is able to accurately represent the concept of interest 4 , or in this case is the variables that measures the expected and perceived value of the tangible dimension. However, the entire expected variable is not valid, however by using face validity the variables can still be included in the research because it is important to have an expected responsiveness value that will be used in the SERVQUAL measurement.

4.2.4 Assurance Dimension Data reliability of 8 expected assurance dimension items: Table 4.2.4.1 Reliability for Expected Assurance Dimension Reliability Statistics Cronbach's Alpha .787

N of Items 4

Table 4.2.4.2 Reliability for Perceived Assurance Dimension Reliability Statistics Cronbach's Alpha .858

N of Items 4

According to (Hair et.al, 2006: 137 ) the level of reliability of the assurance dimension is accepted if it’s cronbach alpha level (reliability) reached the level .70. In this case, the reliability of assurance dimension is considered to be acceptable, has a consistent measurement of scale, and also highly correlated with the other variables in the reliability dimension.

4

(Hair et.al, 2006: 137 ) 26

Data validity of 8 assurance dimension items: Table 4.2.4.3 Validity for Expected Assurance Dimension Item-Total Statistics

KaryawanDapatDipercaya AmanBertransaksi KaryawanSelaluSopan Karyawan Berpengatahuan

Scale Mean if Item Deleted 20.0789 19.9737 20.0000

Scale Variance if Item Deleted 1.480 1.540 1.730

Corrected Item-Total Correlation .702 .724 .626

Cronbach's Alpha if Item Deleted .678 .671 .725

20.0789

1.750

.385

.851

Table 4.2.4.4 Validity for Perceived Assurance Dimension Item-Total Statistics

PerceivedKaryawan DapatDipercaya PerceivedAman Bertransaksi PerceivedKaryawan SelaluSopan PerceivedKaryawan Berpengatahuan

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item Deleted

15.8421

11.596

.802

.784

15.3684

14.023

.776

.787

14.6316

19.266

.593

.872

15.9737

14.675

.729

.807

The amount of r-value can be seen from the r-table or degree of freedom (df). As a conclusion, the r-table value of these assurance dimensions is above 0. 35 so the entire assurance dimension variable is valid. The term valid means that the variable that is being measured is able to accurately represent the concept of interest 5 , or in this case is the variables that measures the expected and perceived value of the tangible dimension.

5

(Hair et.al, 2006: 137 ) 27

4.2.5 Empathy Dimension Data reliability of 10 empathy dimension items:

Table 4.2.5.1 Reliability for Perceived Assurance Dimension Reliability Statistics Cronbach's Alpha .846

N of Items 10

According to (Hair et.al, 2006: 137 ) the level of reliability of the empathy dimension is accepted if it’s cronbach alpha level (reliability) reached the level .70. In this case, the reliability of assurance dimension is considered to be acceptable, has a consistent measurement of scale, and also highly correlated with the other variables in the reliability dimension.

Data validity of 10 empathy dimension items:

Table 4.2.5.2 Validity for Empathy Dimension Item-Total Statistics

PerhatianIndividual JamOperasiYgNyaman PerhatianPersonal Mengutamakan KepentinganPelanggan MemahamiKebutuhan SpesifikPelanggan PerceivedPerhatian Individual PerceivedJamOperasi YgNyaman PerceivedPerhatian Personal Perceived Mengutamakan KepentinganPelanggan PerceivedMemahami KebutuhanSpesifik Pelanggan

Scale Mean if Item Deleted 48.0526 47.8947 48.3421

Scale Variance if Item Deleted 64.970 66.691 61.853

Corrected Item-Total Correlation .464 .406 .483

Cronbach's Alpha if Item Deleted .840 .844 .837

48.2105

59.846

.562

.830

48.2105

62.927

.400

.843

49.8421

52.191

.688

.817

48.9737

62.729

.436

.840

49.8158

53.830

.693

.816

50.0263

53.702

.672

.818

50.1842

54.695

.644

.821

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The amount of r-value can be seen from the r-table or degree of freedom (df). As a conclusion, the r-table value of these empathy dimensions is above 0. 36 so the entire assurance dimension variable is valid. The term valid means that the variable that is being measured is able to accurately represent the concept of interest 6 , or in this case is the variables that measures the expected and perceived value of the tangible dimension.

4.3 Frequencies The frequency test on several items that measures future service usage, judgment on total service performance and also customer satisfaction is being done because these items will be useful in justifying the issue of PT. LAPI ITB’s customer satisfaction. Here are the results of “frekwensi penggunaan jasa tahun depan”, “penilaian kualitas jasa keseluruhan”, dan “penilaian kepuasan pelanggan”. The first data that is being interpreted is the “frekwensi penggunaan jasa tahun depan” as shown in Figure 4.3.1.

FrekwensiPenggunaanTahunDepan

12

10

Frequency

8

6

4

2

0 1.00

3.00

4.00

5.00

6.00

7.00

FrekwensiPenggunaanTahunDepan

Figure 4.3.1 Frequency of Future Usage of Service for PT. LAPI ITB

6

(Hair et.al, 2006: 137 ) 29

Figure 4.3.1 shows that 27 out of 38 respondents (71%) indicates a positive response (5, 6, 7) towards the future usage of service, 8 out of 38 respondents (21%) showed a neutral response (4), and only 3 out 38 respondents (8%) showed a negative response (1, 2, 3) towards the question. Based on those facts, researcher can say that the majority of the respondents (71%) are not too influenced by the fact that PT. LAPI ITB’s service level is very bad according to the SERVQUAL score assessment. However, a continuous research is needed to justify the stability of the research. The second important aspect that will be discussed is “penilaian kualitas jasa keseluruhan”. This item is useful in measuring the customer’s judgment that will be influenced by PT. LAPI ITB’s service performance. The result of the customer’s judgment is shown is figure 4.3.2 below. PenilaianKualitasJasa

14

12

Frequency

10

8

6

4

2

0 1.00

2.00

3.00

4.00

5.00

6.00

PenilaianKualitasJasa

Figure 4.3.2 Frequency of The Customer’s Judgment on PT. LAPI ITB’s Service Performance

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Figure 4.3.2 indicates that 20 out of 38 respondents (52%) showed a positive response towards the future usage of service, 10 out of 38 respondents (27%) showed a neutral response, and 8 out 38 respondents (21%) showed a negative response towards the question. Based on those facts, researcher can say that the majority of the respondents (52%) are not too influenced by the fact that PT. LAPI ITB’s service level is very bad according to the SERVQUAL score assessment. The indicator is when most of the respondent still gives a good judgment on PT. LAPI ITB’s service quality. However, a continuous research is needed to justify the stability of the research. The third important aspect that will be discussed is “penilaian kepuasan pelanggan”. This item is useful in measuring the customer’s judgment that will be influenced by PT. LAPI ITB’s service performance. The result of the customer’s satisfaction level is shown is figure 4.3.3 below. KepuasanPelanggan

12

10

Frequency

8

6

4

2

0 1.00

2.00

3.00

4.00

5.00

6.00

7.00

KepuasanPelanggan

Figure 4.3.3 Frequency of The Customer’s Satisfaction on PT. LAPI ITB’s Service Performance

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Figure 4.3.3 indicates that 22 out of 38 respondents (58%) showed a positive response towards customer satisfaction aspect, 10 out of 38 respondents (26%) showed a neutral response, and 6 out 38 respondents (16%) showed a negative response towards the question. Based on those facts, researcher can say that the majority of the respondents (58%) are not too influenced by the fact that PT. LAPI ITB’s service level is very bad according to the SERVQUAL score assessment. The indicator is, when most of the respondent still gives a positive response on customer satisfaction. However, a continuous research is needed to justify the stability of the research. The conclusion from this frequency test is that the issue of low customer satisfaction is not justifiable, because more than 50% of the customer’s response to 3 questions that measures future service usage, judgment on total service performance and also customer satisfaction is positive. However, the research is being described further in the SERVQUAL score test that measures 5 service dimension of PT. LAPI ITB.

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4.4 SERVQUAL Score Analysis There are two result types that have been attained from five service dimension that is being measured in the SERVQUAL research of PT. LAPI ITB; those types are the un-weighted and weighted result.

4.4.1 Un‐weighted SERVQUAL Score The first result is the un-weighted SERVQUAL result that does not involve the customer’s importance rating and only consider the gap between the customer’s expectation and perception. The un-weighted result illustration is stated in Figure 4.4.1 below.

Figure 4.4.1 Un-Weighted SERVQUAL Score by Dimension

According to Figure 4.4.1 that measures the un-weighted SERVQUAL gap, the highest gap is experienced by the reliability dimension (-1.68), the second highest gap is the responsiveness dimension (-1.46), the third highest gap is the tangible dimension (-1.32), the fourth is empathy dimension (1.17), the fifth and the last dimension that have experienced the least gap is the assurance dimension (1.09). According to the SERVQUAL performance level (MarkPlus Forum Handbook April, 2007: 11) the entire service dimension of PT. LAPI ITB is in the category of very bad performance. 33

4.4.2 Average Customer Importance Rating The customer importance rating is the customer’s quantified preference towards PT. LAPI ITB’s service dimension. Figure 4.4.2 indicates the level of importance of PT. LAPI ITB’s customer:

Figure 4.4.2 Average Customer Importance Rating PT. LAPI ITB’s customer importance rating shows that the customer’s primary preference is on the reliability aspect, the second preference is on responsiveness dimension, the third is on tangible, the fourth is assurance, and the last preferred dimension is on empathy. This customer preference rating is then being multiplied with the result of the un-weighted SERVQUAL score.

4.4.3 Weighted SERVQUAL Gap Score The weighted SERVQUAL gap is the second result attained from the SERVQUAL research of PT. LAPI ITB, this result is different with the unweighted score stated in figure 4.4.1 because this measurement also include the customer’s importance rating. The result attained from the research indicates that the gap between the customer’s expectation and perception is slightly better than the result from the un-weighted SERVQUAL score. This result is being influenced by the customer’s importance rating attained from the customer. The result of the weighted SERVQUAL research is shown in figure 4.4.3. 34

Figure 4.4.3 Weighted SERVQUAL Score by Dimension

According to figure 4.4.3 that measures the weighted SERVQUAL gap, the highest gap is experienced by the reliability dimension (-0. 44), the second highest gap is the responsiveness dimension (-0. 38), the third highest gap is the tangible dimension (-0. 24), the fourth is assurance (-0. 20), the fifth and the last dimension that have experienced the least gap is the empathy dimension (-0. 17). According to the SERVQUAL performance level (MarkPlus Forum Handbook April, 2007: 11) the entire service dimension of PT. LAPI ITB is in the category of very bad performance.

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After seeing the entire service dimension gap of PT. LAPI ITB, the total SERVQUAL gap of PT. LAPI ITB is being assessed by subtracting the total perception score by the total expectation score. There are two end result of the total SERVQUAL score, the first is the un-weighted and the second is the weighted score. The result of the total weighted and un-weighted SERVQUAL score is shown in table 4.4.4 and 4.4.5 below. Table 4.4.4 Total Weighted SERVQUAL Score TOTAL Expectation

4.69

TOTAL Perception

3.27

SERVQUAL SCORE

-1.42

Table 4.4.5 Total Un-Weighted SERVQUAL Score Total Score for

4.66

Expectations Total Score for

2.65

Perceived Total SERVQUAL

-2.00

Score

The total weighted SERVQUAL score is less than the un-weighted SERVQUAL score because the score of the weighted SERVQUAL per dimension gap is being multiplied by customer importance rating.

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4.5 Correlation Test The goal of test correlation is to test the relationship between two variables that does not have a functional relationship. The correlation test does not differentiate the kinds of variable (dependent and independent). The intensity of the relationship between the two variables is being represented by correlation coefficient. Since the sum of data is above 30, then the Pearson method is chosen. Before the correlation test technique is being conducted by using SPSS 13.0 there are several steps that need to be done: •

Set the alpha (level of significance) per dimension. If correlation alpha < level of significance per dimension then the statement is accepted.

•

Categorize the level of correlation according to the standard value stated below: a. 0.00 – 0.2 have a very weak correlation value b. 0.21 – 0.40 have a weak correlation value c. 0.41 – 0.70 have a strong correlation value d. 0.71 – 0.90 have a very strong correlation value e. 0.91 – 0.99 have an extremely strong correlation value f. 1 equals with a perfect correlation value

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After finish listing the level of correlation category the correlation test between “frekwensi penggunaan jasa tahun depan”, “penilaian kualitas jasa keseluruhan”, and “penilaian kepuasan pelanggan” with 22 expectation and 22 perception items is being conducted. However, not all correlation tests will be stated in this part of the research, only the ones who have a strong correlation score will be discussed further because the ones who have a strong correlation may have a tendency to influence PT. LAPI ITB’s customer satisfaction and retention.

4.5.1 Correlation with Tangible Dimension The first part of the correlation test will show the result between tangible dimension with “frekwensi penggunaan jasa tahun depan”, “penilaian kualitas jasa keseluruhan”, and “penilaian kepuasan pelanggan”. The level of significance of Tangible dimension is 0.249. There is a strong correlation value between: 1. “penilaian kualitas jasa keseluruhan” with perceived “karyawan PT. LAPI ITB berpenampilan rapi” that is one of the items that is listed in the tangible dimension. The correlation value between them is 0. 698 and a significant level (alpha) of 0.000. 2.

penilaian kepuasan pelanggan” with perceived “karyawan PT. LAPI ITB berpenampilan rapi” that is one of the items that is listed in the tangible dimension. The correlation value between them is 0. 635 and a significant level of 0.000.

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4.5.2 Correlation with Reliability Dimension The second part of the correlation test will show the result between reliability dimension with “frekwensi penggunaan jasa tahun depan”, “penilaian kualitas jasa keseluruhan”, and “penilaian kepuasan pelanggan”. The level of significance of reliability dimension is 0. 061. There is a strong correlation value between: 1. “penilaian kualitas jasa keseluruhan” with perceived “janji ditepati” that is one of the items that is listed in the reliability dimension. The correlation value between them is 0. 564 with a significant level of 0.000. 2. “penilaian kualitas jasa keseluruhan” with perceived “PT. LAPI ITB selalu mengupayakan track record yang bebas dari kesalahan”. The correlation value between them is 0. 532 with a significant level of 0.001. 3. “penilaian kualitas jasa keseluruhan” with perceived “bila customer memiliki masalah, PT. LAPI ITB akan bersungguh-sungguh memecahkannya ”. The correlation value between them is 0. 535 with a significant level of 0.000. 4. “penilaian kualitas jasa keseluruhan” with perceived “PT. LAPI ITB memberikan layanan yang tepat sejak awal”. The correlation value between them is 0. 638 with a significant level of 0.000. 5. “penilaian kepuasan pelanggan” with perceived “janji ditepati” that is one of the items that is listed in the reliability dimension. The correlation value between them is 0. 513 with a significant level of 0.001. 6. “penilaian kepuasan pelanggan” with perceived “PT. LAPI ITB selalu mengupayakan track record yang bebas dari kesalahan”. The correlation value between them is 0. 520 with a significant level of 0.001.

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7. “penilaian kepuasan pelanggan” with perceived “bila customer memiliki masalah, PT. LAPI ITB akan bersungguh-sungguh memecahkannya ”. The correlation value between them is 0. 589 with a significant level of 0.000. 8. “penilaian kepuasan pelanggan” with perceived “PT. LAPI ITB memberikan layanan yang tepat sejak awal”. The correlation value between them is 0. 622 with a significant level of 0.000. There is also a very strong correlation value between: 1. “penilaian kualitas jasa keseluruhan” with perceived “Layanan PT. LAPI ITB sesuai dengan waktu yang dijanjikan”. The correlation value between them is 0. 761 with a significant level of 0.000. 2. “penilaian kepuasan pelanggan” with perceived “Layanan PT. LAPI ITB sesuai dengan waktu yang dijanjikan”. The correlation value between them is 0. 785 with a significant level of 0.000.

4.5.3 Correlation with Responsiveness Dimension The third part of the correlation test will show the result between responsiveness dimension with “frekwensi penggunaan jasa tahun depan”, “penilaian kualitas jasa keseluruhan”, and “penilaian kepuasan pelanggan”. The level of significance of responsiveness dimension is 0. 258. There is a strong correlation value between: 1. “penilaian kualitas jasa keseluruhan” with perceived “kepastian penyampaian jasa” that is one of the items that is listed in the responsiveness dimension. The correlation value between them is 0. 414 with a significant level of 0.010. 2. “penilaian kualitas jasa keseluruhan” with perceived “karyawan PT. LAPI ITB tidak akan pernah terlalu sibuk untuk merespons permintaan anda ” that is one of the items that is listed in the responsiveness dimension. The correlation value between them is 0. 620 with a significant level of 0.010.

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3. “penilaian kualitas jasa keseluruhan” with perceived “karyawan PT. LAPI ITB memberikan layanan yang cepat kepada customer ” that is one of the items that is listed in the responsiveness dimension. The correlation value between them is 0. 648 with a significant level of 0.000. 4. “penilaian kualitas jasa keseluruhan” with perceived “karyawan PT. LAPI ITB selalu bersedia membantu anda ” that is one of the items that is listed in the responsiveness dimension. The correlation value between them is 0. 696 with a significant level of 0.000. 5. “penilaian kepuasan pelanggan”

with perceived “kepastian

penyampaian jasa” that is one of the items that is listed in the responsiveness dimension. The correlation value between them is 0. 450 with a significant level of 0.005. 6. “penilaian kepuasan pelanggan”

with perceived “karyawan PT.

LAPI ITB tidak akan pernah terlalu sibuk untuk merespons permintaan anda ” that is one of the items that is listed in the responsiveness dimension. The correlation value between them is 0. 568 with a significant level of 0.000. 7. “penilaian kepuasan pelanggan” with perceived “karyawan PT. LAPI ITB memberikan layanan yang cepat kepada customer ” that is one of the items that is listed in the responsiveness dimension. The correlation value between them is 0. 599 with a significant level of 0.000. 8. “penilaian kepuasan pelanggan” with perceived “karyawan PT. LAPI ITB selalu bersedia membantu anda ” that is one of the items that is listed in the responsiveness dimension. The correlation value between them is 0. 628 with a significant level of 0.000.

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4.5.4 Correlation with Assurance Dimension The fourth part of the correlation test will show the result between assurance dimension with “frekwensi penggunaan jasa tahun depan”, “penilaian kualitas jasa keseluruhan”, and “penilaian kepuasan pelanggan”. The level of significance of assurance dimension is 0. 142. There is a strong correlation value between: 1. “frekwensi

penggunaan

jasa

tahun

depan”

with

perceived

“Karyawan PT. LAPI ITB secara konsisten bersikap sopan terhadap anda” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 442 with a significant level of 0.005. 2. “penilaian kualitas jasa keseluruhan” with perceived “Karyawan PT. LAPI ITB secara konsisten bersikap sopan terhadap anda” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 541 with a significant level of 0.000. 3. “penilaian kualitas jasa keseluruhan” with perceived “aman bertransaksi dengan PT. LAPI ITB” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 591 with a significant level of 0.000. 4. “penilaian kualitas jasa keseluruhan” with perceived “karyawan PT. LAPI ITB berpengetahuan luas” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 612 with a significant level of 0.000. 5. “penilaian kepuasan pelanggan” with perceived “karyawan PT. LAPI ITB berpengetahuan luas” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 599 with a significant level of 0.000.

42

6. “penilaian kepuasan pelanggan” with perceived “aman bertransaksi dengan PT. LAPI ITB” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 620 with a significant level of 0.000. 7. “penilaian kepuasan pelanggan” with perceived “Karyawan PT. LAPI ITB secara konsisten bersikap sopan terhadap anda” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 653 with a significant level of 0.000. 8. penilaian kepuasan pelanggan” with perceived “karyawan PT. LAPI ITB dapat dipercaya” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 715 with a significant level of 0.000. There is also a very strong correlation value between: “penilaian kualitas jasa keseluruhan” with perceived “karyawan PT. LAPI ITB dapat dipercaya” that is one of the items that is listed in the assurance dimension. The correlation value between them is 0. 715 with a significant level of 0.000. 4.5.5 Correlation with Empathy Dimension The fifth part of the correlation test will show the result between empathy dimension with “frekwensi penggunaan jasa tahun depan”, “penilaian kualitas jasa keseluruhan”, and “penilaian kepuasan pelanggan”. The level of significance of empathy dimension is 0. 154. There is a strong correlation value between: 1. “penilaian kualitas jasa keseluruhan” with perceived “PT. LAPI ITB memberi perhatian individual” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 709 with a significant level of 0.000. 2. “penilaian kepuasan pelanggan” with perceived “PT. LAPI ITB memberi perhatian individual pada customer” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 663 with a significant level of 0.000. 43

3. “penilaian kepuasan pelanggan” with perceived “karyawan PT. LAPI ITB memberi perhatian personal pada customerl” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 691 with a significant level of 0.000. There is also a very strong correlation value between: 1. “penilaian kualitas jasa keseluruhan” with perceived “PT. LAPI ITB memberi perhatian individual pada customer” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 709 with a significant level of 0.000. 2. “penilaian kualitas jasa keseluruhan” with perceived “karyawan PT. LAPI ITB memberi perhatian personal pada customerl” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 746 with a significant level of 0.000. 3. “penilaian kualitas jasa keseluruhan” with perceived “karyawan PT. LAPI ITB memahami kebutuhan spesifik customer” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 771 with a significant level of 0.000. 4. “penilaian kualitas jasa keseluruhan” with perceived “PT. LAPI ITB mengutamakan kepentingan customer” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 827 with a significant level of 0.000. 5. “penilaian kepuasan pelanggan” with perceived “karyawan PT. LAPI ITB memahami kebutuhan spesifik customer” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 781 with a significant level of 0.000. 6. “penilaian kepuasan pelanggan” with perceived “PT. LAPI ITB mengutamakan kepentingan customer” that is one of the items that is listed in the empathy dimension. The correlation value between them is 0. 832 with a significant level of 0.000.

44

Chapter 5: CONCLUSION AND RECOMMENDATION

5.1 Conclusion The research objective at the beginning of the research is to measure the customer’s gap of PT. LAPI ITB and also to identify the factors that may influence the customer satisfaction of PT. LAPI ITB’s customer. There are several conclusions derived from the research of customer gap of PT. LAPI ITB: 1. Even after using two ways of SERVQUAL score calculation (weighted and un-weighted), the range of customer gap in reliability, responsiveness, and tangible remains consistent; a change occurs only between assurance and empathy if the SERVQUAL score is being assessed by using the weighted method. The service dimension stated in the conclusion represents the priority order of customer gap (from the highest gap till the least), the dimension stated is only 3 because these 3 dimension order remains consistent after it is being assessed by using 2 SERVQUAL scoring method. Here is the top three service dimension that is experiencing the highest service gap: a. Reliability b. Responsiveness c. Tangible 2. There is a similarity between the order of service dimension gap assessed by using SERVQUAL score method and the customer’s importance rating. The output shows that the dimensions that experience the highest gap are also the dimensions that have the most important aspect in service delivery according to PT. LAPI ITB’s customer. The three service dimension that is considered to be the most important aspect in service but also the service dimension that have the worst gap is listed below: a. Reliability b. Responsiveness c. Tangible 45

3. Through this research and observation, the possible causes of the service quality gap may be identified as follow: a.

Reliability •

Lack of control in administration accomplishment

•

Excessive workload

•

Customer that does not comply to tender agreement

b.

Responsiveness •

c.

Excessive workload Tangible

•

Minimum availability of tools that will be used to accomplish a project’s workload.

•

The appearance of the office may not reflect a prominent consultant office.

d.

Assurance •

Not appropriate education background

•

Excessive workload

•

Lack of control in terms of billing payment

e.

Empathy •

Excessive workload

This third point is stated after making a cross check with several written input from the questionnaire filled by PT. LAPI ITB’s customer and also from an interview from the assistant manager of planning and development division of PT. LAPI ITB. 4. The result of the total weighted SERVQUAL is -1.42. According to the categorization by MarkPlus Forum (2007), this service quality level of PT. LAPI ITB is being classified into a very bad category. However, this result disagrees with the statement of customer satisfaction and future usage of service. This may be influenced by: a. The capability of PT. LAPI ITB in fulfilling tender requirements in terms of experiences in handling high valued projects, company financial capability, and also legal factors like completeness of papers. 46

b. The service dimension performance of PT. LAPI ITB is being compared with other competitors that have a poorer performance.

5.2 Recommendation To make an improvement, PT. LAPI ITB should focus on Reliability, Responsiveness, and also Tangible dimensions that have experienced a consistent negative customer gap throughout the research. Besides that, PT. LAPI ITB can also focus their attention in improving the items that have a strong correlation towards customer’s satisfaction because there is a possibility that by enhancing those factors PT. LAPI ITB can also increase the level of customer satisfaction and retention. After the customer gap of PT. LAPI ITB is being measured, the factor that may influence of PT. LAPI ITB’s customer satisfaction level has also been identified. PT. LAPI ITB may also want to put an attention towards reducing the gap that occurs on the items that has a high correlation with customer satisfaction and future usage of service by: 1. Adding personnel that are responsible to deliver service to PT. LAPI ITB’s customer. 2. Establish a firm and binding penalty towards customer’s that does not comply with the project tender agreement that governs the responsibility of PT. LAPI ITB and the customer. 3. Put more effort on attaining project tender. By doing so PT. LAPI ITB will have more control in determining the pre-tender agreement and project billing payment. 4. Add proportional working tools that are needed by PT. LAPI ITB’s customer. 5. Conduct a research on an attractive consultant office according to design and functionality 6. Standardizing educational background of personnel. This will be helpful in dealing with customer with a strong technical background. 7. Conduct trainings that deal with how to develop responsiveness, reliability, and to standardize service. 47

Those recommendations are being addressed to PT. LAPI ITB because there is there is a possibility that the customer satisfaction level and retention may dropped if the customer have finally found a more competitive and reliable consulting firm than PT. LAPI ITB. Lastly, a regularly research in measuring service quality and satisfaction customer is needed to measure the condition of PT. LAPI ITB’s customer and also the consistency of the research.

48

REFERENCES Business Plan of PT. LAPI ITB 2006, unpublished document

Churchill, Gilbert, A., Jr., Dawn Iacobucci, 2005, “Marketing Research”, Thomson South-Western, Ohio.

Hair, J.F, Black, W. C., Babin, B. J., Anderson, R. E., Tatham, R. L., 2006, “Multivariate Data Analysis”, Pearson Prentice Hall, New Jersey.

Kusumasondjaja, Sony, 2006, “Cultural Issues on Customer Satisfaction in Services”, Airlangga University, Surabaya.

Lovelock, Christopher and Wirtz, Jochen, 2004, “Services Marketing”, Pearson Prentice Hall, New Jersey.

Nugroho, Bhuono Agung, 2005, “Strategi Jitu Memilih Metode Statistik Penelitian Dengan SPSS”. Andi, Yogyakarta. Sinulingga, Indra, interview by Wildan Kesuma, Bandung 26th of July 2007

Supranto, J, 1988, “Statistik Teori dan Aplikasi”, Erlangga, Jakarta.

www.Newfangledwebfactory.com

Zheitaml, V.A., Bitner, M.J., and Gremler, D.D., 2006, “Services Marketing” , New York Mcgraw Hill.

Zheitaml,V. A., Parasuraman, A., and Perry, L.L., 1990, “Delivering Quality Service”, New York: The Free Press.

49

APPENDIX

APPENDIX A PT. LAPI ITB PROJECT VALUE RECAP

Nilai Proyek PT. LAPI ITB 2004-2006 per Jenis Pekerjaan

2%

4%

94%

Konsultansi Training Appropriate Technology

APPENDIX B SERVQUAL QUESTIONNAIRE PT. LAPI ITB A. Harapan dan Yang Dirasakan (Expectations and Perceived) Petunjuk: Berdasarkan pengalaman anda sebagai pengguna perusahaan penyalur Jasa konsultasi dari PT. LAPI ITB, Anda dimohon untuk mengungkapkan ekspektasi dan penilaian nyata Anda terhadap perusahaan penyalur jasa konsultasi yang mampu memberikan layanan jasa konsultasi berkualitas prima.

S S

3

4

5

6

7

2

1

2

3

4

5

6

7

3

1

2

3

4

5

6

7

4

1

2

3

4

5

6

7

5

1

2

3

4

5

6

7

PT. LAPI ITB memiliki peralatan dan teknologi yang terbaru (mutakhir) Fasilitas fisik PT. LAPI ITB menarik secara visual Karyawan di PT. LAPI ITB berpenampilan rapi Materi-materi berkaitan dengan layanan PT. LAPI ITB (seperti pamflet atau pernyataan) manarik secara visual Bila PT. LAPI ITB berjanji untuk melakukan sesuatu pada pada waktu yang ditentukan, mereka akan menepatinya

1

2

3

4

5

6

7

1

2

3

4

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7

1

2

3

4

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6

7

1

2

3

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5

6

7

1

2

3

4

5

6

7

S S

S

2

S

A S

1

A S

N

1

YANG DIRASAKAN

N

A T S

Pernyataan

T S

HARAPAN

S T S

No .

Sangat Tidak Setuju (STS) Tidak Setuju (TS) Agak Tidak Setuju (ATS) Netral (N) Agak Setuju (AS) Setuju (S) Sangat Setuju (SS)

A T S

= = = = = = =

T S

1 2 3 4 5 6 7

S T S

Keterangan:

6

1

2

3

4

5

6

7

7

1

2

3

4

5

6

7

8

1

2

3

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5

6

7

9

1

2

3

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5

6

7

10

1

2

3

4

5

6

7

11

1

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3

4

5

6

7

12

1

2

3

4

5

6

7

13

1

2

3

4

5

6

7

14

1

2

3

4

5

6

7

15

1

2

3

4

5

6

7

16

1

2

3

4

5

6

7

17

1

2

3

4

5

6

7

18

1

2

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4

5

6

7

19

1

2

3

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5

6

7

20

1

2

3

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5

6

7

21

1

2

3

4

5

6

7

22

1

2

3

4

5

6

7

Bila Anda memiliki masalah, PT. LAPI ITB akan bersungguh-sungguh membantu memecahkannya PT. LAPI ITB memberikan layanannya secara tepat sejak awal Layanan PT. LAPI ITB sesuai dengan waktu yang dijanjikan PT. LAPI ITB selalu mengupayakan catatan (records) yang bebas dari kesalahan Karyawan PT. LAPI ITB memberitahu Anda, kapan pastinya jasa akan disampaikan Karyawan PT. LAPI ITB memberikan layanan yang cepat kepada Anda Karyawan PT. LAPI ITB selalu bersedia membantu Anda Karyawan PT. LAPI ITB tidak akan pernah terlalu sibuk untuk merespons permintaan Anda Perilaku para karyawan PT. LAPI ITB mampu membuat Anda mempercayai mereka Anda merasa aman dalam bertransaksi dengan PT. LAPI ITB Karyawan PT. LAPI ITB secara konsisten bersikap sopan terhadap para Anda Karyawan PT. LAPI ITB memiliki pengetahuan memadai untuk menjawab pertanyaan-pertanyaan Anda PT. LAPI ITB memberikan perhatian individual kepada Anda PT. LAPI ITB memiliki jam operasi yang nyaman bagi Anda PT. LAPI ITB memiliki karyawan yang memberikan perhatian personal kepada Anda PT. LAPI ITB selalu mengutamakan kepentingan Anda Karyawan PT. LAPI ITB memahami kebutuhan spesifik Anda

1

2

3

4

5

6

7

1

2

3

4

5

6

7

1 1

2 2

3 3

4 4

5 5

6 6

7 7

1

2

3

4

5

6

7

1

2

3

4

5

6

7

1

2

3

4

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6

7

1

2

3

4

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6

7

1

2

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6

7

1

2

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7

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7

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7

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7

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3

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5

6

7

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2

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4

5

6

7

1

2

3

4

5

6

7

B. Tingkat Kepentingan (Importance) Petunjuk: Berikut ini adalah lima karakteristik berkaitan dengan PT. LAPI ITB dan jasa yang mereka tawarkan. Kami ingin tahu seberapa penting masing-masing karakteristik tersebut bagi Anda sewaktu Anda mengevaluasi kualitas jasa PT. LAPI ITB. Tolong alokasikan total 100 point ke lima karakteristik tersebut berdasarkan tingkat kepentingannya bagi Anda. Semakin penting sebuah karakteristik bagi Anda, semakin besar point yang Anda alokasikan pada karakteristik bersangkutan.

No . 1

2

3

4

5

Pernyataan

Penilaian

Penampilan fasilitas fisik, peralatan, karyawan, dan materi komunikasi LAPI ITB

__________________________poin

Kemampuan LAPI ITB untuk memberikan layanan yang dijanjikan secara akurat dan andal Kesediaan LAPI ITB untuk membantu pelanggan dan menyediakan layanan yang cepat Pengetahuan dan sopan santun karyawan LAPI ITB dan kemampuan mereka dalam menumbuhkan kepercayaan pelanggan terhadap mereka Perhatian individual yang diberikan LAPI ITB kepada para pelanggannya

TOTAL POIN YANG DIALOKASIKAN

Manakah diantara kelima karakteristik tersebut yang PALING PENTING bagi Anda? (tolong sebutkan nomornya) Manakah karakteristik yang TERPENTING KEDUA bagi Anda? Manakah karakteristik yang PALING KURANG PENTING bagi Anda?

_________________________poin

_________________________poin

_________________________poin

_________________________poin

100 poin

C. Ukuran-Ukuran Lain Petunjuk: Pernyataan-pernyataan berikut ini berkaitan dengan penilaian Anda terhadap kemungkinan penggunaan ulang jasa di masa datang, kualitas keseluruhan, dan kepuasan Anda terhadap layanan PT. LAPI ITB

1. Kemungkinan besar frekuensi Anda menggunakan jasa LAPI ITB lagi pada tahun depan adalah .......... Tidak Sama Sekali 1

2

3

4

5

6

Sangat Sering 7

5

6

Sangat Bagus 7

2. Kualitas jasa LAPI ITB adalah .......... Sangat Jelek 1

2

3

4

3. Perasaan saya terhadap jasa LAPI ITB dapat digambarkan secara tepat dengan pernyataan.......... Sangat Tidak Puas 1

2

3

4

5

6

Sangat Puas 7

Bila ada hal lain yang dirasa perlu untuk diutarakan sebagai tambahan informasi mengenai kekurangan maupun kelebihan service yang diberikan oleh PT. LAPI ITB, tolong agar dituliskan pada tempat yang disediakan di bawah:

APPENDIX C TRANSCRIPT INTERVIEW Latar Belakang Dalam rangka mencari informasi tentang hak dan kewajiban PT. LAPI ITB dengan konsumen, competitiveness PT. LAPI ITB, serta track recordnya. Tujuan Untuk mengetahui lebih dalam tentang track record PT. LAPI ITB serta hak dan kewajiban perusahaan dengan konsumen Metode Expert Interview Isi Interview 1.

Kelebihan PT. LAPI ITB dibandingkan dengan competitor Aspek branding dengan nama ITB, track record dalam hal pengerjaan proyek sejak tahun 1959, kemampuan financial yang dapat berguuna dalam kualifikasi awal tender, serta kelengkapan aspek legal/ surat-surat. Pengalaman yang dimiliki oleh competitor lain itu lebih sedikit dibandingkan PT. LAPI.

2.

Adakah competitor yang sering dijumpai oleh PT. LAPI Ada beberapa yang seringkali kita jumpai, diantaranya adalah Wiratman, Winakarya, Koneba, Tripatra, surveyor Indonesia. Untuk Wiratman biasanya di bidang yang berbau teknik sipil, koneba di bidang energy alternative, sedangkan tripatra adalah di bidang oil.

3.

Fasilitas apa yang diberikan PT. LAPI ITB kepada konsumennya Ada beberapa fasilitas yang diberikan PT. LAPI ITB kepada konsumennya, diantaranya adalah prefinancing. Prefinancing diberikan sesuai dengan kebutuhan, kemampuan, kejelasan kontrak, waktu penagihan dan keadaan finansial PT. LAPI ITB saat ada permintaan untuk prefinancing. Selain itu PT. LAPI ITB pun dapat menggunakan fasilitas yang dimiliki ITB pula seperti Lab, sehingga tenaga ahli pun dapat menggunakan Lab-Lab di Itb untuk menyelesikan tugas pra-tender ataupun pada saat melaksanakan tugas konsultasi.

4.

Mayoritas tender diperoleh dari perusahaan mana saja dan bagaimana peran tenaga ahli di dalam tender tersebut? PT. LAPI ITB mengikuti tender dari berbagai pihak, baik dari pemerintahanan, swasta, sampai pihak luar negri sekalipun. Banyak dari tenaga ahli yang membantu untuk memenangkan tender, mereka pun memiliki kewajiban khusus dalam hal penyelesaian perencanaan teknis untuk fase pra-tender.

5.

Hak dan kewajiban PT. LAPI ITB dengan konsumen seperti apa Dalam hal tender, kewajiban PT. LAPI adalah melengkapi persyaratan administrative untuk tender seperti kelengkapan izin, sertifikat, track record pengerjaan proyek ataupun laporan keuangan. Sedangkan kewajiban konsumen adalah mempersiapkan perencanaan untuk proyek yang lebih bersifat teknikal. Namun, kadangkala hal-hal yang seharusnya dikerjakan konsumen pun dikerjakan oleh PT. LAPI karena mereka terkadang tidak sempat untuk mengerjakannya..nah keadaan ini kadang menyebabkan kita kelebihan beban kerja karena kita pun harus menyelesaikan pekerjaan pretender yang seharusnya dikerjakan tenaga ahli padahal pekerjaan kelengkapan hokum dan administrative pun yang seharusnya menjadi kewajiban PT. LAPI pun belum selesai.

6.

Jumlah management fee yang diambil PT. LAPI ITB dibandingkan dengan kompetitor Jumlah itu bisa dibilang lebih besar dibandingkan yang lain karena mayoritas memberikan management fee sebesar 4-6% sedangkan PT. LAPI ITB meminta management fee kepada tenaga ahli ITB sebesar 10%.

Demikian interview ini dilakukan, pada 26 July 2007, bertempat di Bandung. Pewawancara

Yang Diwawancara

Wildan Kesuma

Indra Suryadinata Sinulingga

APPENDIX D PROJECT RECAPITALIZATION PROCESS INFORMASI (Media Massa, Proyektan, Sumber Lainnya)

RENCANA PROYEK (277) Menunggu (1)

END (153)

T

Disetujui Manajemen

Y

PENDAFTARAN (123)

B

C

D

E

B

C

D

E

A

PRAKUALIFIKASI (PQ) (182)

59

Menunggu (0)

END (99)

T

Lulus PQ

Y

PEMASUKAN PROPOSAL (TENDER) (235)

55 99

Menunggu (37)

END (124)

T

Menang dan Persetujuan Klarifikasi Negosiasi Y

152

PROYEK (PENANDATANGANAN KONTRAK) (226)

APPENDIX E CORRELATION TABLE

Correlations Karyawan Dapat Dipercaya KaryawanDapatDipercaya Pearson Correlation Sig. (2-tailed) N AmanBertransaksi Pearson Correlation Sig. (2-tailed) N KaryawanSelaluSopan Pearson Correlation Sig. (2-tailed) N Karyawan Pearson Correlation Berpengatahuan Sig. (2-tailed) N PerceivedKaryawan Pearson Correlation DapatDipercaya Sig. (2-tailed) N PerceivedAman Pearson Correlation Bertransaksi Sig. (2-tailed) N PerceivedKaryawan Pearson Correlation SelaluSopan Sig. (2-tailed) N PerceivedKaryawan Pearson Correlation Berpengatahuan Sig. (2-tailed) N FrekwensiPenggunaan Pearson Correlation TahunDepan Sig. (2-tailed) N **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).

1 38 .726** .000 38 .646** .000 38 .326* .046 38 .099 .556 38 .043 .798 38 .135 .419 38 .028 .867 38 .321* .049 38

Karyawan Berpenga Aman Karyawan tahuan Bertransaksi SelaluSopan .726** .646** .326* .000 .000 .046 38 38 38 1 .597** .393* .000 .015 38 38 38 .597** 1 .294 .000 .073 38 38 38 .393* .294 1 .015 .073 38 38 38 .162 .107 -.008 .331 .523 .963 38 38 38 .188 .100 -.080 .258 .550 .631 38 38 38 .206 .164 -.159 .214 .325 .341 38 38 38 .119 .037 -.005 .477 .824 .977 38 38 38 .276 .178 -.049 .094 .286 .771 38 38 38

Perceived Karyawan Dapat Dipercaya .099 .556 38 .162 .331 38 .107 .523 38 -.008 .963 38 1

Perceived Karyawan Perceived Perceived Frekwensi Berpenga Penggunaan Aman Karyawan tahuan Bertransaksi SelaluSopan TahunDepan .043 .135 .028 .321* .798 .419 .867 .049 38 38 38 38 .188 .206 .119 .276 .258 .214 .477 .094 38 38 38 38 .100 .164 .037 .178 .550 .325 .824 .286 38 38 38 38 -.080 -.159 -.005 -.049 .631 .341 .977 .771 38 38 38 38 .767** .563** .674** .235 .000 .000 .000 .155 38 38 38 38 38 .767** 1 .494** .664** .150 .000 .002 .000 .368 38 38 38 38 38 .563** .494** 1 .532** .442** .000 .002 .001 .005 38 38 38 38 38 .674** .664** .532** 1 .021 .000 .000 .001 .899 38 38 38 38 38 .235 .150 .442** .021 1 .155 .368 .005 .899 38 38 38 38 38

Correlations Karyawan Dapat Dipercaya KaryawanDapatDipercaya Pearson Correlation Sig. (2-tailed) N AmanBertransaksi Pearson Correlation Sig. (2-tailed) N KaryawanSelaluSopan Pearson Correlation Sig. (2-tailed) N Karyawan Pearson Correlation Berpengatahuan Sig. (2-tailed) N PerceivedKaryawan Pearson Correlation DapatDipercaya Sig. (2-tailed) N PerceivedAman Pearson Correlation Bertransaksi Sig. (2-tailed) N PerceivedKaryawan Pearson Correlation SelaluSopan Sig. (2-tailed) N PerceivedKaryawan Pearson Correlation Berpengatahuan Sig. (2-tailed) N KepuasanPelanggan Pearson Correlation Sig. (2-tailed) N **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).

Karyawan Aman Karyawan Berpenga Bertransaksi SelaluSopan tahuan 1 .726** .646** .326* .000 .000 .046 38 38 38 38 .726** 1 .597** .393* .000 .000 .015 38 38 38 38 .646** .597** 1 .294 .000 .000 .073 38 38 38 38 .326* .393* .294 1 .046 .015 .073 38 38 38 38 .099 .162 .107 -.008 .556 .331 .523 .963 38 38 38 38 .043 .188 .100 -.080 .798 .258 .550 .631 38 38 38 38 .135 .206 .164 -.159 .419 .214 .325 .341 38 38 38 38 .028 .119 .037 -.005 .867 .477 .824 .977 38 38 38 38 -.006 .184 .091 -.078 .970 .269 .588 .639 38 38 38 38

Perceived Karyawan Dapat Dipercaya .099 .556 38 .162 .331 38 .107 .523 38 -.008 .963 38 1

Perceived Perceived Perceived Karyawan Aman Karyawan Berpenga Bertransaksi SelaluSopan tahuan .043 .135 .028 .798 .419 .867 38 38 38 .188 .206 .119 .258 .214 .477 38 38 38 .100 .164 .037 .550 .325 .824 38 38 38 -.080 -.159 -.005 .631 .341 .977 38 38 38 .767** .563** .674** .000 .000 .000 38 38 38 38 .767** 1 .494** .664** .000 .002 .000 38 38 38 38 .563** .494** 1 .532** .000 .002 .001 38 38 38 38 .674** .664** .532** 1 .000 .000 .001 38 38 38 38 .662** .620** .653** .599** .000 .000 .000 .000 38 38 38 38

Kepuasan Pelanggan -.006 .970 38 .184 .269 38 .091 .588 38 -.078 .639 38 .662** .000 38 .620** .000 38 .653** .000 38 .599** .000 38 1 38

Correlations Karyawan Dapat Dipercaya KaryawanDapatDipercaya

AmanBertransaksi

KaryawanSelaluSopan

Karyawan Berpengatahuan PerceivedKaryawan DapatDipercaya PerceivedAman Bertransaksi PerceivedKaryawan SelaluSopan PerceivedKaryawan Berpengatahuan PenilaianKualitasJasa

Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N

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

1 38 .726** .000 38 .646** .000 38 .326* .046 38 .099 .556 38 .043 .798 38 .135 .419 38 .028 .867 38 -.032 .848 38

Aman Bertransaksi .726** .000 38 1 38 .597** .000 38 .393* .015 38 .162 .331 38 .188 .258 38 .206 .214 38 .119 .477 38 .111 .508 38

Karyawan Berpenga Karyawan tahuan SelaluSopan .646** .326* .000 .046 38 38 .597** .393* .000 .015 38 38 1 .294 .073 38 38 .294 1 .073 38 38 .107 -.008 .523 .963 38 38 .100 -.080 .550 .631 38 38 .164 -.159 .325 .341 38 38 .037 -.005 .824 .977 38 38 -.043 -.100 .799 .550 38 38

Perceived Karyawan Dapat Dipercaya .099 .556 38 .162 .331 38 .107 .523 38 -.008 .963 38 1 38 .767** .000 38 .563** .000 38 .674** .000 38 .715** .000 38

Perceived Aman Bertransaksi .043 .798 38 .188 .258 38 .100 .550 38 -.080 .631 38 .767** .000 38 1 38 .494** .002 38 .664** .000 38 .591** .000 38

Perceived Perceived Karyawan Karyawan Berpenga SelaluSopan tahuan .135 .028 .419 .867 38 38 .206 .119 .214 .477 38 38 .164 .037 .325 .824 38 38 -.159 -.005 .341 .977 38 38 .563** .674** .000 .000 38 38 .494** .664** .002 .000 38 38 1 .532** .001 38 38 .532** 1 .001 38 38 .541** .612** .000 .000 38 38

Penilaian KualitasJasa -.032 .848 38 .111 .508 38 -.043 .799 38 -.100 .550 38 .715** .000 38 .591** .000 38 .541** .000 38 .612** .000 38 1 38

Correlations

Perhatian Individual PerhatianIndividual

JamOperasiYgNyaman

PerhatianPersonal

Mengutamakan KepentinganPelanggan MemahamiKebutuhan SpesifikPelanggan PerceivedPerhatian Individual PerceivedJamOperasi YgNyaman PerceivedPerhatian Personal Perceived Mengutamakan KepentinganPelanggan PerceivedMemahami KebutuhanSpesifik Pelanggan FrekwensiPenggunaan TahunDepan

Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N


JamOperasi YgNyaman 1 .505** .001 38 38 .505** 1 .001 38 38 .833** .673** .000 .000 38 38 .796** .713** .000 .000 38 38 .652** .664** .000 .000 38 38 .128 .055 .445 .745 38 38 .070 .065 .677 .700 38 38 .092 .144 .583 .389 38 38 .084 -.023 .616 .890 38 38 .046 .048 .783 .776 38 38 .110 .154 .510 .357 38 38

Mengutamak an Kepentingan Perhatian Pelanggan Personal .833** .796** .000 .000 38 38 .673** .713** .000 .000 38 38 1 .752** .000 38 38 .752** 1 .000 38 38 .611** .909** .000 .000 38 38 .149 .170 .373 .308 38 38 .104 .135 .534 .420 38 38 .162 .155 .330 .352 38 38 .091 .143 .587 .391 38 38 .113 .177 .500 .289 38 38 .116 .210 .489 .206 38 38

Memahami Kebutuhan Spesifik Pelanggan .652** .000 38 .664** .000 38 .611** .000 38 .909** .000 38 1 38 .054 .746 38 .020 .903 38 .028 .867 38 -.008 .961 38 .108 .518 38 .147 .380 38

Perceived Perhatian Individual .128 .445 38 .055 .745 38 .149 .373 38 .170 .308 38 .054 .746 38 1

Perceived JamOperasi YgNyaman .070 .677 38 .065 .700 38 .104 .534 38 .135 .420 38 .020 .903 38 .470** .003 38 38 .470** 1 .003 38 38 .907** .464** .000 .003 38 38 .815** .499** .000 .001 38 38 .717** .459** .000 .004 38 38 .133 .036 .428 .830 38 38

Perceived Mengutamak an Perceived Kepentingan Perhatian Pelanggan Personal .092 .084 .583 .616 38 38 .144 -.023 .389 .890 38 38 .162 .091 .330 .587 38 38 .155 .143 .352 .391 38 38 .028 -.008 .867 .961 38 38 .907** .815** .000 .000 38 38 .464** .499** .003 .001 38 38 1 .825** .000 38 38 .825** 1 .000 38 38 .695** .865** .000 .000 38 38 .143 .373* .392 .021 38 38

Perceived Memahami Kebutuhan Frekwensi Spesifik Penggunaan Pelanggan TahunDepan .046 .110 .783 .510 38 38 .048 .154 .776 .357 38 38 .113 .116 .500 .489 38 38 .177 .210 .289 .206 38 38 .108 .147 .518 .380 38 38 .717** .133 .000 .428 38 38 .459** .036 .004 .830 38 38 .695** .143 .000 .392 38 38 .865** .373* .000 .021 38 38 1 .228 .170 38 38 .228 1 .170 38 38

Correlations


JamOperasiYgNyaman

PerhatianPersonal

Mengutamakan KepentinganPelanggan MemahamiKebutuhan SpesifikPelanggan PerceivedPerhatian Individual PerceivedJamOperasi YgNyaman PerceivedPerhatian Personal Perceived Mengutamakan KepentinganPelanggan PerceivedMemahami KebutuhanSpesifik Pelanggan KepuasanPelanggan


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


Mengutamak an Kepentingan Perhatian Pelanggan Personal .833** .796** .000 .000 38 38 .673** .713** .000 .000 38 38 1 .752** .000 38 38 .752** 1 .000 38 38 .611** .909** .000 .000 38 38 .149 .170 .373 .308 38 38 .104 .135 .534 .420 38 38 .162 .155 .330 .352 38 38 .091 .143 .587 .391 38 38 .113 .177 .500 .289 38 38 .161 .237 .333 .152 38 38

Memahami Kebutuhan Spesifik Pelanggan .652** .000 38 .664** .000 38 .611** .000 38 .909** .000 38 1 38 .054 .746 38 .020 .903 38 .028 .867 38 -.008 .961 38 .108 .518 38 .117 .484 38


Perceived JamOperasi YgNyaman .070 .677 38 .065 .700 38 .104 .534 38 .135 .420 38 .020 .903 38 .470** .003 38 38 .470** 1 .003 38 38 .907** .464** .000 .003 38 38 .815** .499** .000 .001 38 38 .717** .459** .000 .004 38 38 .663** .314 .000 .055 38 38

Perceived Mengutamak an Perceived Kepentingan Perhatian Pelanggan Personal .092 .084 .583 .616 38 38 .144 -.023 .389 .890 38 38 .162 .091 .330 .587 38 38 .155 .143 .352 .391 38 38 .028 -.008 .867 .961 38 38 .907** .815** .000 .000 38 38 .464** .499** .003 .001 38 38 1 .825** .000 38 38 .825** 1 .000 38 38 .695** .865** .000 .000 38 38 .691** .832** .000 .000 38 38

Perceived Memahami Kebutuhan Spesifik Pelanggan .046 .783 38 .048 .776 38 .113 .500 38 .177 .289 38 .108 .518 38 .717** .000 38 .459** .004 38 .695** .000 38 .865** .000 38 1 38 .781** .000 38

Kepuasan Pelanggan .121 .469 38 .118 .480 38 .161 .333 38 .237 .152 38 .117 .484 38 .663** .000 38 .314 .055 38 .691** .000 38 .832** .000 38 .781** .000 38 1 38

Correlations


JamOperasiYgNyaman

PerhatianPersonal

Mengutamakan KepentinganPelanggan MemahamiKebutuhan SpesifikPelanggan PerceivedPerhatian Individual PerceivedJamOperasi YgNyaman PerceivedPerhatian Personal Perceived Mengutamakan KepentinganPelanggan PerceivedMemahami KebutuhanSpesifik Pelanggan PenilaianKualitasJasa




Mengutamak Memahami an Kebutuhan Perhatian Kepentingan Spesifik Personal Pelanggan Pelanggan .833** .796** .652** .000 .000 .000 38 38 38 .673** .713** .664** .000 .000 .000 38 38 38 1 .752** .611** .000 .000 38 38 38 .752** 1 .909** .000 .000 38 38 38 .611** .909** 1 .000 .000 38 38 38 .149 .170 .054 .373 .308 .746 38 38 38 .104 .135 .020 .534 .420 .903 38 38 38 .162 .155 .028 .330 .352 .867 38 38 38 .091 .143 -.008 .587 .391 .961 38 38 38 .113 .177 .108 .500 .289 .518 38 38 38 .058 .142 .059 .728 .394 .725 38 38 38


Perceived JamOperasi YgNyaman .070 .677 38 .065 .700 38 .104 .534 38 .135 .420 38 .020 .903 38 .470** .003 38 38 .470** 1 .003 38 38 .907** .464** .000 .003 38 38 .815** .499** .000 .001 38 38 .717** .459** .000 .004 38 38 .709** .289 .000 .078 38 38

Perceived Perceived Mengutamak Memahami Perceived an Kebutuhan Penilaian Perhatian Kepentingan Spesifik KualitasJasa Personal Pelanggan Pelanggan .092 .084 .046 .030 .583 .616 .783 .860 38 38 38 38 .144 -.023 .048 .057 .389 .890 .776 .733 38 38 38 38 .162 .091 .113 .058 .330 .587 .500 .728 38 38 38 38 .155 .143 .177 .142 .352 .391 .289 .394 38 38 38 38 .028 -.008 .108 .059 .867 .961 .518 .725 38 38 38 38 .907** .815** .717** .709** .000 .000 .000 .000 38 38 38 38 .464** .499** .459** .289 .003 .001 .004 .078 38 38 38 38 1 .825** .695** .746** .000 .000 .000 38 38 38 38 .825** 1 .865** .827** .000 .000 .000 38 38 38 38 .695** .865** 1 .771** .000 .000 .000 38 38 38 38 .746** .827** .771** 1 .000 .000 .000 38 38 38 38

Correlations

JanjiDitepati

Pearson Correlation Sig. (2-tailed) N MasalahPelanggan Pearson Correlation Sig. (2-tailed) N LayananTepat Pearson Correlation Sig. (2-tailed) N LayananWaktu Pearson Correlation Sig. (2-tailed) N TrackRecordBebas Pearson Correlation Sig. (2-tailed) N PerceivedJanjiDitepati Pearson Correlation Sig. (2-tailed) N PerceivedMasalah Pearson Correlation Pelanggan Sig. (2-tailed) N PerceivedLayananTepat Pearson Correlation Sig. (2-tailed) N PerceivedLayananWaktu Pearson Correlation Sig. (2-tailed) N PerceivedTrackRecord Pearson Correlation Bebas Sig. (2-tailed) N FrekwensiPenggunaan Pearson Correlation TahunDepan Sig. (2-tailed) N

JanjiDitepati 1 38 .545** .000 38 .654** .000 38 .541** .000 38 .442** .005 38 -.085 .612 38 -.176 .291 38 -.044 .794 38 -.196 .239 38 .032 .849 38 -.065 .697 38


Masalah Pelanggan LayananTepat .545** .654** .000 .000 38 38 1 .519** .001 38 38 .519** 1 .001 38 38 .687** .558** .000 .000 38 38 .472** .549** .003 .000 38 38 -.165 -.277 .323 .092 38 38 -.065 -.287 .698 .080 38 38 .017 -.093 .919 .577 38 38 -.042 -.306 .801 .062 38 38 .013 -.118 .936 .480 38 38 .115 -.005 .493 .975 38 38

Perceived Masalah Layanan TrackRecord Perceived Perceived Pelanggan LayananTepat Waktu Bebas JanjiDitepati .541** .442** -.085 -.176 -.044 .000 .005 .612 .291 .794 38 38 38 38 38 .687** .472** -.165 -.065 .017 .000 .003 .323 .698 .919 38 38 38 38 38 .558** .549** -.277 -.287 -.093 .000 .000 .092 .080 .577 38 38 38 38 38 1 .725** .015 -.053 .098 .000 .928 .752 .559 38 38 38 38 38 .725** 1 .132 .047 .177 .000 .431 .777 .287 38 38 38 38 38 .015 .132 1 .789** .810** .928 .431 .000 .000 38 38 38 38 38 -.053 .047 .789** 1 .765** .752 .777 .000 .000 38 38 38 38 38 .098 .177 .810** .765** 1 .559 .287 .000 .000 38 38 38 38 38 -.008 .059 .814** .838** .865** .964 .723 .000 .000 .000 38 38 38 38 38 .010 .057 .618** .713** .676** .952 .732 .000 .000 .000 38 38 38 38 38 .224 .236 .067 .193 .125 .176 .154 .688 .245 .455 38 38 38 38 38

Perceived Perceived Frekwensi Layanan TrackRecord Penggunaan Waktu Bebas TahunDepan -.196 .032 -.065 .239 .849 .697 38 38 38 -.042 .013 .115 .801 .936 .493 38 38 38 -.306 -.118 -.005 .062 .480 .975 38 38 38 -.008 .010 .224 .964 .952 .176 38 38 38 .059 .057 .236 .723 .732 .154 38 38 38 .814** .618** .067 .000 .000 .688 38 38 38 .838** .713** .193 .000 .000 .245 38 38 38 .865** .676** .125 .000 .000 .455 38 38 38 1 .707** .188 .000 .258 38 38 38 .707** 1 .260 .000 .115 38 38 38 .188 .260 1 .258 .115 38 38 38

Correlations

JanjiDitepati

Pearson Correlatio Sig. (2-tailed) N MasalahPelanggan Pearson Correlatio Sig. (2-tailed) N LayananTepat Pearson Correlatio Sig. (2-tailed) N LayananWaktu Pearson Correlatio Sig. (2-tailed) N TrackRecordBebas Pearson Correlatio Sig. (2-tailed) N PerceivedJanjiDitepati Pearson Correlatio Sig. (2-tailed) N PerceivedMasalah Pearson Correlatio Pelanggan Sig. (2-tailed) N PerceivedLayananTepa Pearson Correlatio Sig. (2-tailed) N PerceivedLayananWakt Pearson Correlatio Sig. (2-tailed) N PerceivedTrackRecord Pearson Correlatio Bebas Sig. (2-tailed) N PenilaianKualitasJasa Pearson Correlatio Sig. (2-tailed) N

JanjiDitepati 1 38 .545** .000 38 .654** .000 38 .541** .000 38 .442** .005 38 -.085 .612 38 -.176 .291 38 -.044 .794 38 -.196 .239 38 .032 .849 38 -.177 .287 38


Masalah Pelanggan LayananTepat .545** .654** .000 .000 38 38 1 .519** .001 38 38 .519** 1 .001 38 38 .687** .558** .000 .000 38 38 .472** .549** .003 .000 38 38 -.165 -.277 .323 .092 38 38 -.065 -.287 .698 .080 38 38 .017 -.093 .919 .577 38 38 -.042 -.306 .801 .062 38 38 .013 -.118 .936 .480 38 38 .071 -.218 .673 .189 38 38

Perceived Perceived Perceived Layanan TrackRecord Perceived Perceived Penilaian Masalah Layanan TrackRecord Waktu Bebas JanjiDitepati Pelanggan LayananTepat KualitasJasa Waktu Bebas .541** .442** -.085 -.176 -.044 -.196 .032 -.177 .000 .005 .612 .291 .794 .239 .849 .287 38 38 38 38 38 38 38 38 .687** .472** -.165 -.065 .017 -.042 .013 .071 .000 .003 .323 .698 .919 .801 .936 .673 38 38 38 38 38 38 38 38 .558** .549** -.277 -.287 -.093 -.306 -.118 -.218 .000 .000 .092 .080 .577 .062 .480 .189 38 38 38 38 38 38 38 38 1 .725** .015 -.053 .098 -.008 .010 .063 .000 .928 .752 .559 .964 .952 .709 38 38 38 38 38 38 38 38 .725** 1 .132 .047 .177 .059 .057 .148 .000 .431 .777 .287 .723 .732 .376 38 38 38 38 38 38 38 38 .015 .132 1 .789** .810** .814** .618** .564** .928 .431 .000 .000 .000 .000 .000 38 38 38 38 38 38 38 38 -.053 .047 .789** 1 .765** .838** .713** .535** .752 .777 .000 .000 .000 .000 .001 38 38 38 38 38 38 38 38 .098 .177 .810** .765** 1 .865** .676** .638** .559 .287 .000 .000 .000 .000 .000 38 38 38 38 38 38 38 38 -.008 .059 .814** .838** .865** 1 .707** .761** .964 .723 .000 .000 .000 .000 .000 38 38 38 38 38 38 38 38 .010 .057 .618** .713** .676** .707** 1 .532** .952 .732 .000 .000 .000 .000 .001 38 38 38 38 38 38 38 38 .063 .148 .564** .535** .638** .761** .532** 1 .709 .376 .000 .001 .000 .000 .001 38 38 38 38 38 38 38 38

Correlations Frekwensi Kepastian Penggunaan Penyampa TahunDepan ianJasa FrekwensiPenggunaan Pearson Correlation 1 .278 TahunDepan Sig. (2-tailed) .091 N 38 38 KepastianPenyampaian Pearson Correlation .278 1 Jasa Sig. (2-tailed) .091 N 38 38 LayananCepat Pearson Correlation .172 .437** Sig. (2-tailed) .301 .006 N 38 38 BersediaMembantu Pearson Correlation .353* .293 Sig. (2-tailed) .029 .074 N 38 38 Responsif Pearson Correlation .188 .209 Sig. (2-tailed) .259 .207 N 38 38 PerceivedKepastian Pearson Correlation .087 -.020 PenyampaianJasa Sig. (2-tailed) .604 .904 N 38 38 PerceivedLayananCepa Pearson Correlation .099 .210 Sig. (2-tailed) .556 .206 N 38 38 PerceivedBersedia Pearson Correlation .244 .069 Membantu Sig. (2-tailed) .139 .683 N 38 38 PerceivedResponsif Pearson Correlation .154 .365* Sig. (2-tailed) .355 .024 N 38 38 *. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed).

Perceived Kepastian Perceived Perceived Penyampa Layanan Bersedia Layanan Bersedia Perceived Cepat Membantu Cepat Membantu Responsif ianJasa Responsif .172 .353* .188 .087 .099 .244 .154 .301 .029 .259 .604 .556 .139 .355 38 38 38 38 38 38 38 .437** .293 .209 -.020 .210 .069 .365* .006 .074 .207 .904 .206 .683 .024 38 38 38 38 38 38 38 1 .421** .398* -.111 -.114 -.075 .155 .009 .013 .508 .497 .656 .352 38 38 38 38 38 38 38 .421** 1 .670** .017 -.047 .051 .234 .009 .000 .918 .779 .761 .157 38 38 38 38 38 38 38 .398* .670** 1 -.126 -.155 .012 .183 .013 .000 .452 .353 .945 .271 38 38 38 38 38 38 38 -.111 .017 -.126 1 .649** .601** .437** .508 .918 .452 .000 .000 .006 38 38 38 38 38 38 38 -.114 -.047 -.155 .649** 1 .715** .711** .497 .779 .353 .000 .000 .000 38 38 38 38 38 38 38 -.075 .051 .012 .601** .715** 1 .616** .656 .761 .945 .000 .000 .000 38 38 38 38 38 38 38 .155 .234 .183 .437** .711** .616** 1 .352 .157 .271 .006 .000 .000 38 38 38 38 38 38 38

Correlations

KepastianPenyampaian Jasa LayananCepat

BersediaMembantu

Responsif

PerceivedKepastian PenyampaianJasa PerceivedLayananCepat

PerceivedBersedia Membantu PerceivedResponsif

KepuasanPelanggan

Kepastian Penyampa ianJasa Pearson Correlation 1 Sig. (2-tailed) N 38 Pearson Correlation .437** Sig. (2-tailed) .006 N 38 Pearson Correlation .293 Sig. (2-tailed) .074 N 38 Pearson Correlation .209 Sig. (2-tailed) .207 N 38 Pearson Correlation -.020 Sig. (2-tailed) .904 N 38 Pearson Correlation .210 Sig. (2-tailed) .206 N 38 Pearson Correlation .069 Sig. (2-tailed) .683 N 38 Pearson Correlation .365* Sig. (2-tailed) .024 N 38 Pearson Correlation .150 Sig. (2-tailed) .368 N 38


Layanan Cepat .437** .006 38 1 38 .421** .009 38 .398* .013 38 -.111 .508 38 -.114 .497 38 -.075 .656 38 .155 .352 38 -.165 .322 38

Perceived Kepastian Bersedia Penyampa Responsif Membantu ianJasa .293 .209 -.020 .074 .207 .904 38 38 38 .421** .398* -.111 .009 .013 .508 38 38 38 1 .670** .017 .000 .918 38 38 38 .670** 1 -.126 .000 .452 38 38 38 .017 -.126 1 .918 .452 38 38 38 -.047 -.155 .649** .779 .353 .000 38 38 38 .051 .012 .601** .761 .945 .000 38 38 38 .234 .183 .437** .157 .271 .006 38 38 38 .254 -.061 .450** .124 .715 .005 38 38 38

Perceived Layanan Cepat .210 .206 38 -.114 .497 38 -.047 .779 38 -.155 .353 38 .649** .000 38 1 38 .715** .000 38 .711** .000 38 .599** .000 38

Perceived Bersedia Membantu .069 .683 38 -.075 .656 38 .051 .761 38 .012 .945 38 .601** .000 38 .715** .000 38 1 38 .616** .000 38 .628** .000 38

Perceived Responsif .365* .024 38 .155 .352 38 .234 .157 38 .183 .271 38 .437** .006 38 .711** .000 38 .616** .000 38 1 38 .568** .000 38

Kepuasan Pelanggan .150 .368 38 -.165 .322 38 .254 .124 38 -.061 .715 38 .450** .005 38 .599** .000 38 .628** .000 38 .568** .000 38 1 38

Correlations

KepastianPenyampaian Jasa LayananCepat

BersediaMembantu

Responsif

PerceivedKepastian PenyampaianJasa PerceivedLayananCepat

PerceivedBersedia Membantu PerceivedResponsif

PenilaianKualitasJasa

Kepastian Penyampa ianJasa Pearson Correlation 1 Sig. (2-tailed) N 38 Pearson Correlation .437** Sig. (2-tailed) .006 N 38 Pearson Correlation .293 Sig. (2-tailed) .074 N 38 Pearson Correlation .209 Sig. (2-tailed) .207 N 38 Pearson Correlation -.020 Sig. (2-tailed) .904 N 38 Pearson Correlation .210 Sig. (2-tailed) .206 N 38 Pearson Correlation .069 Sig. (2-tailed) .683 N 38 Pearson Correlation .365* Sig. (2-tailed) .024 N 38 Pearson Correlation .180 Sig. (2-tailed) .281 N 38


Layanan Cepat .437** .006 38 1 38 .421** .009 38 .398* .013 38 -.111 .508 38 -.114 .497 38 -.075 .656 38 .155 .352 38 -.177 .287 38

Perceived Kepastian Penyampa Bersedia ianJasa Membantu Responsif .293 .209 -.020 .074 .207 .904 38 38 38 .421** .398* -.111 .009 .013 .508 38 38 38 1 .670** .017 .000 .918 38 38 38 .670** 1 -.126 .000 .452 38 38 38 .017 -.126 1 .918 .452 38 38 38 -.047 -.155 .649** .779 .353 .000 38 38 38 .051 .012 .601** .761 .945 .000 38 38 38 .234 .183 .437** .157 .271 .006 38 38 38 .151 -.041 .414** .367 .808 .010 38 38 38

Perceived Layanan Cepat .210 .206 38 -.114 .497 38 -.047 .779 38 -.155 .353 38 .649** .000 38 1 38 .715** .000 38 .711** .000 38 .648** .000 38

Perceived Bersedia Membantu .069 .683 38 -.075 .656 38 .051 .761 38 .012 .945 38 .601** .000 38 .715** .000 38 1 38 .616** .000 38 .696** .000 38

Perceived Penilaian Responsif KualitasJasa .365* .180 .024 .281 38 38 .155 -.177 .352 .287 38 38 .234 .151 .157 .367 38 38 .183 -.041 .271 .808 38 38 .437** .414** .006 .010 38 38 .711** .648** .000 .000 38 38 .616** .696** .000 .000 38 38 1 .620** .000 38 38 .620** 1 .000 38 38

Correlations

Teknologi

FasilitasFisik

KaryawanRapi

MateriMenarik

PerceivedTeknologi

PerceivedFasilitasFisik

PerceivedKaryawanRapi

PerceivedMateriMenarik

FrekwensiPenggunaan TahunDepan

Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N

Teknologi 1

FasilitasFisik .617** .000 38 38 .617** 1 .000 38 38 .317 .479** .052 .002 38 38 .467** .309 .003 .059 38 38 .168 .194 .313 .242 38 38 .199 .216 .231 .194 38 38 -.001 .171 .994 .304 38 38 .185 .144 .265 .389 38 38 .100 .202 .551 .225 38 38


Karyawan MateriMenarik Rapi .317 .467** .052 .003 38 38 .479** .309 .002 .059 38 38 1 .131 .433 38 38 .131 1 .433 38 38 .219 .331* .186 .042 38 38 .201 .250 .226 .130 38 38 .236 .099 .154 .553 38 38 .148 .236 .377 .153 38 38 .097 .009 .564 .957 38 38

Perceived Teknologi .168 .313 38 .194 .242 38 .219 .186 38 .331* .042 38 1 38 .399* .013 38 .450** .005 38 .285 .083 38 .047 .779 38

Perceived FasilitasFisik .199 .231 38 .216 .194 38 .201 .226 38 .250 .130 38 .399* .013 38 1 38 .488** .002 38 .653** .000 38 .048 .776 38

Perceived Frekwensi Perceived Karyawan Penggunaan MateriMenarik TahunDepan Rapi -.001 .185 .100 .994 .265 .551 38 38 38 .171 .144 .202 .304 .389 .225 38 38 38 .236 .148 .097 .154 .377 .564 38 38 38 .099 .236 .009 .553 .153 .957 38 38 38 .450** .285 .047 .005 .083 .779 38 38 38 .488** .653** .048 .002 .000 .776 38 38 38 1 .400* .282 .013 .086 38 38 38 .400* 1 -.030 .013 .860 38 38 38 .282 -.030 1 .086 .860 38 38 38

Correlations

Teknologi FasilitasFisik Teknologi Pearson Correlation 1 .617** Sig. (2-tailed) .000 N 38 38 FasilitasFisik Pearson Correlation .617** 1 Sig. (2-tailed) .000 N 38 38 KaryawanRapi Pearson Correlation .317 .479** Sig. (2-tailed) .052 .002 N 38 38 MateriMenarik Pearson Correlation .467** .309 Sig. (2-tailed) .003 .059 N 38 38 PerceivedTeknologi Pearson Correlation .168 .194 Sig. (2-tailed) .313 .242 N 38 38 PerceivedFasilitasFisik Pearson Correlation .199 .216 Sig. (2-tailed) .231 .194 N 38 38 PerceivedKaryawanRapi Pearson Correlation -.001 .171 Sig. (2-tailed) .994 .304 N 38 38 PerceivedMateriMenarik Pearson Correlation .185 .144 Sig. (2-tailed) .265 .389 N 38 38 KepuasanPelanggan Pearson Correlation .074 .108 Sig. (2-tailed) .659 .518 N 38 38 **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).

Karyawan MateriMenarik Rapi .317 .467** .052 .003 38 38 .479** .309 .002 .059 38 38 1 .131 .433 38 38 .131 1 .433 38 38 .219 .331* .186 .042 38 38 .201 .250 .226 .130 38 38 .236 .099 .154 .553 38 38 .148 .236 .377 .153 38 38 .364* .128 .025 .445 38 38

Perceived Perceived Teknologi FasilitasFisik .168 .199 .313 .231 38 38 .194 .216 .242 .194 38 38 .219 .201 .186 .226 38 38 .331* .250 .042 .130 38 38 1 .399* .013 38 38 .399* 1 .013 38 38 .450** .488** .005 .002 38 38 .285 .653** .083 .000 38 38 .258 .390* .118 .016 38 38

Perceived Perceived Karyawan MateriMenarik Rapi -.001 .185 .994 .265 38 38 .171 .144 .304 .389 38 38 .236 .148 .154 .377 38 38 .099 .236 .553 .153 38 38 .450** .285 .005 .083 38 38 .488** .653** .002 .000 38 38 1 .400* .013 38 38 .400* 1 .013 38 38 .635** .211 .000 .204 38 38

Kepuasan Pelanggan .074 .659 38 .108 .518 38 .364* .025 38 .128 .445 38 .258 .118 38 .390* .016 38 .635** .000 38 .211 .204 38 1 38

Chapter 4: DATA ANALYSIS

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