DAFTAR PUSTAKA Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality & Satisfaction. Edisi Ketiga, Yogyakarta: ANDI. Prof.J.Supranto, M.A., APU. (2006) Mengukur Tingkat Kepuasaan Pelanggan. Rineka Cipta: Jakarta Fandy, Tjiptono,(2011), Pemasaran Jasa, Bayumedia, Malang. Sutedja, Wira. 2007. Panduan Layanan Konsumen. Jakarta: PT. Grasindo Sunarto. 2007. Manajemen Ritel. Yogyakarta: Penerbit Amus. Akbar M.M and Parvez. 2009. Impact of Service Quality, Trust, and Customer Satisfaction Loyalty, ABAC Journal, Vol. 29, No.1.Januari, 24-38. Edgar, M dan Galia, F. 2009. Why and How Service Quality Perceptions Impact Consumer Responses, Journal of Managing Service Quality, Vol. 19, No.4, pp.474-485. Lo Liang Kheng et al, November 2010. “ The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia” International Journal of Marketing Studies Vol. 2, No. 2. Fandy Tjiptono,2012. Service Management Mewujudkan Layanan Prima, edisi 2. Yogyakarta: Andi, (Dimensi) Siddiqi, K.O. 2011. Between Service Quality Attributes, Customer Satisfactionand Customer Loyalty in the Retail Banking Sector in Bangladesh, International Journal of Business and Management, Vol. 6, No. 3, pp. 12 -3. Christoper Lovelock & Lauren K Wright.2007. Manajemen Pemasaran Jasa, PT. Indeks, Indonesia K. L. Keller. 2007. Manajemen Pemasaran. Jilid 1. Jakarta: PT Index Payne, A . 2007. Pemasaran Jasa, Cetakan Kedua, Andi and Pearson Education, Yogyakarta .
71 http://digilib.mercubuana.ac.id/
Indriyo Gitosudarmo. 2008. Manajemen Pemasaran, Edisi Kedua, Yogyakarta : BPFE – YOGYAKARTA Cannon, Joseph P., William D. Perreault Jr. dan Jerome McCarthy. 2008. Alih Bahasa : Diana Angelica dan Ria Cahyani. Pemasaran Dasar-Dasar : Pendekatan Manajerial Global. Buku 2. Edisi 16. Salemba Empat. Jakarta. Kotler, Philip dan Gary Armstrong, 2008. Prinsip-Prinsip Pemasaran. Jilid 1. Edisi Keduabelas. Erlangga. Jakarta. Widiyono dan Mukhaer Pakkanna. 2013. Pengantar Bisnis : Respon terhadap Dinamika Global. Mitra Wacana Media. Jakarta. Kotler Philip, dan Gary Amstrong. 2012. Principles Of Marketing, Global Edition, 14 Edition, Pearson Education. Lukasyanti, D. 2010. Strategi Meningkatkan Kualitas Pelayanan Jasa. (online), (http://www.sutisna.com) Hasan, Ali, 2008, Marketing, cetakan pertama, Penerbit : Medpress, Yogyakarta Kotler, P. dan Keller, K.L. 2007. Manajemen Pemasaran. Jilid 1 dan 2. Jakarta: PT Indeks Malik, Prof Dr Muhammad Ehsan et al, 2012. Impact of Brand Image, Service Quality and Price on Customer Satisfaction in Pakistan Telecommunication Sector, International Journal of Business and Social Science, Vol. 3, No. 23, December 2012 Kotler, Philip dan A.B Susanto 2005. “Manaejemen Pemasaran” (Alih Bahasa : Benyamin Molan). Jilid 1. Cetakan Kesebelas. Jakarta : PT. Indeks. Kotler dan Armstrong, G. 2008. Dasar-Dasar Pemasaran. Edisi 11. Penerbit Indeks, Jakarta. Oliver, 2007. Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing. 57(3), 25–48. Lupiyoadi, dan Hamdani. 2008. Manajemen Pemasaran Jasa Edisi 2. Cetakan ke4. Jakarta : Salemba Empat. View Stories And Merchandise. Lexington, MA: D.C. Health, 193-206. 72 http://digilib.mercubuana.ac.id/
Tjiptono, Fandy. 2004. Perspektif Manajemen dan Pemasaran Kontemporer. Yogyakarta : Andi. Sugiyono. (2014). Metodelogi Penelitian Manajemen, Bandung: Alfabeta Sukmadinata Lupiyoadi, Rambat dan Hamdani A. 2006. Manajemen Pemasaran Jasa, Edisi kedua. Jakarta: Salemba Empat.
Data Sets http://www.jpnn.com/read/2015/09/01/323699/Ekspor-Perhiasan-Meningkat14,91-Persenwww.bisnisssyariah.co.id/2015/11/animo-pembelian-emas-perhiasan-meningkat/
73 http://digilib.mercubuana.ac.id/
Lampiran1
Kuesioner DATA RESPONDEN
Jenis Kelamin
:
O Laki-Laki
O Perempuan
Usia
:
O 30 > 40
O > 40 - 50
O > 50
Lama menjadi Customer Fahmi Collection 1. 1 – 3 Tahun 2. >3 – 6 Tahun 3. >6 – 10 Tahun 4. > 10 Tahun Berapakali anda mengunjungi Fahmi Collecton 1. 1 Minggu < 3 kali 2. 1 Minggu > 3 kali Petunjuk Pengisian Kuesioner Kuesioner ini berisi sejumlah pertanyaan. Silahkan anda tunjukan seberapa besar tingkat pilihan anda terhadap pertanyaan memberi tanda (√), jika anda ingin mengganti jawaban persetujuan anda cukup melingkari atau mencoret (coret dengan garis) tanda centang tersebut kemudian memberikan tanda centang baru jawaban anda persetujuan yang akan anda pilih dengan ketentuann sebagai berikut: Kriteria
Skor
Sangat Setuju (SS)
5
Setuju (S)
4
Netral (N)
3
Tidak Setuju (TS)
2
Sangat Tidak Setuju (STS)
1
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Kualitas Pelayanan No
Pertanyaan
SS Bukti Fisik
1 2
Menurut saya peralatan di Fahmi Collection lengkap Menurut saya ruang pemesanan di Fahmi Collection rapi Keandalan
3 4 5 6 7 8 9
10 11 12 13 14 15 16 17
Menurut saya karyawan sigap dalam menangani pemesanan Pemesanan sesuai waktu yang dijanjijakan Karyawan mempunyai pengetahuan tentang jasa pemesanan Kemampuan karyawan yang handal Daya Tanggap Karyawan tepat dalam memberikan informasi Karyawan cepat dalam memenuhi pesanan Karyawan cepat dalam menangani keluhan Jaminan Fahmi Collection memberikan suasana aman saat bertransaksi Contoh disain yang dititipkan aman Memberikan garansi ketidak cocokan desain Kecepatan karyawan dalam perbaikan Ketepatan karyawan dalam perbaikan Empaty Karyawan di Fahmi Collection ramah Karyawan paham terhadap keinginan pelanggan Karyawan memiliki perhatian kepada pelanggan
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S
N
TS
STS
PERSEPSI HARGA No 18 19 20 21 22 23 24 25
Pertanyaan SS Keterjangkauan Harga Harga yang ditawarkan sesuai dengan dipasaran Harga sesuai dengan daya beli konsumen Kesesuaian Harga dengan Kualitas Harga yang ditawarkan sesuai dengan desain Harga yang ditawarkan kompetitif Daya Saing Harga Harga yang ditawarkan lebih terjangkau dari competitor Harga yang ditawarkan masih terhitung wajar Kesesuaian Harga dengan Manfaat Harga yang ditawarkan sesuai dengan harapan konsumen Potongan harga yang ditawarkan sesuai dengan harapan konsumen
S
Kepuasaan Konsumen No Pertanyaan SS S Perbandingan Percived Value dengan Expeted Value Manfaat yang saya rasakan sama dengan harapan 26 saya Manfaat yang saya rasakan lebih tinggi daripada 27 harapan saya Manfaat yang saya rasakan lebih rendah daripada 28 yang saya harapkan
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N
TS
STS
N
TS
STS
Lampiran2 Responden No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37
Q1 2 2 2 3 3 4 2 3 4 2 3 2 2 2 1 1 1 1 3 3 2 3 4 2 3 2 3 4 2 4 2 2 2 1 3 3 2
Hasil Kuesioner Kualitas Pelayanan
Kualitas Pelayanan (X1) Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Jumlah 3 3 2 2 2 2 2 2 2 3 2 2 2 2 2 2 37 2 2 2 2 2 2 2 2 3 3 3 2 2 1 1 1 34 1 2 1 3 3 3 2 2 2 2 4 3 3 2 4 2 41 3 4 3 2 2 4 1 1 2 3 3 2 2 3 2 2 42 2 2 1 3 3 3 2 3 3 3 4 3 4 1 2 1 43 4 4 2 4 4 3 2 2 3 3 3 3 3 3 3 1 51 2 2 1 2 2 2 1 2 2 2 2 3 2 2 2 2 33 2 2 1 2 2 3 3 3 3 3 3 3 2 2 2 2 41 4 4 3 2 3 3 3 3 3 4 4 3 3 3 3 1 53 2 1 2 2 2 2 2 2 3 3 3 3 1 1 2 1 34 3 3 2 1 1 2 2 2 4 3 4 2 2 3 3 3 43 2 1 3 1 3 3 3 2 2 3 3 3 1 3 2 1 38 3 3 1 3 3 2 2 3 3 3 3 3 2 3 3 2 44 1 2 2 2 3 1 1 1 3 3 1 3 3 2 2 1 33 3 3 1 2 3 2 2 1 3 3 3 2 1 2 1 1 34 1 2 1 2 1 3 2 4 3 3 3 2 2 1 1 1 33 2 4 2 1 1 2 2 3 3 3 3 2 2 2 4 2 39 2 2 1 4 2 2 3 3 3 2 2 1 2 1 2 1 34 2 3 3 2 3 2 2 2 3 3 3 3 4 2 2 1 43 3 2 1 3 4 4 3 2 2 2 3 4 4 2 2 1 45 3 2 2 1 2 2 2 3 3 2 1 3 1 2 2 1 34 4 4 4 2 3 1 3 2 4 4 4 4 5 4 2 2 55 5 5 2 4 3 4 3 3 3 3 4 3 4 4 4 4 62 3 2 2 1 2 3 3 3 3 3 4 3 3 5 4 4 50 4 3 5 4 4 4 4 4 4 4 3 4 4 3 4 3 64 2 3 1 3 3 4 3 3 3 3 3 3 2 2 2 3 45 4 4 3 3 4 4 4 4 4 4 4 4 4 2 4 4 63 5 2 3 4 4 5 3 4 4 4 4 4 5 2 3 3 63 2 3 1 5 5 5 2 2 3 3 2 2 2 3 2 1 45 5 3 3 5 4 3 3 3 3 3 3 3 3 3 2 2 55 4 2 2 4 4 4 2 4 3 2 4 3 4 5 3 3 55 5 4 2 2 3 3 3 3 3 3 3 3 5 3 3 3 53 4 2 4 2 4 4 3 4 4 2 3 3 4 3 3 3 54 2 2 2 2 2 2 2 3 2 2 2 2 2 1 3 1 33 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 1 34 2 3 2 2 1 4 2 4 4 4 3 4 3 3 2 1 47 3 4 3 2 3 4 2 3 2 3 2 3 3 2 3 1 45
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38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55
3 3 4 4 3 3 3 3 3 4 1 4 4 4 4 3 1 4
4 5 2 4 4 4 4 4 2 5 1 5 4 3 4 4 3 5
2 5 2 2 4 1 4 4 3 4 3 3 2 4 3 3 3 4
2 2 3 4 3 3 2 2 3 2 2 3 3 3 1 4 2 3
2 3 2 1 3 4 2 3 3 3 3 4 3 3 3 3 3 4
4 4 2 4 3 4 1 4 3 3 3 1 2 2 3 3 3 2
5 2 2 2 4 2 2 2 3 3 2 1 2 4 4 3 3 3
2 2 2 2 2 4 2 2 2 4 3 1 3 3 3 4 3 1
4 4 4 2 4 4 3 4 3 3 2 1 2 3 3 4 3 1
3 2 4 2 4 4 2 4 3 3 2 1 2 3 3 3 3 2
4 4 4 3 3 4 3 4 2 3 2 3 3 3 4 4 3 3
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4 3 4 4 4 2 2 4 3 3 2 1 2 2 2 3 3 3
4 3 2 4 4 2 2 4 2 3 3 1 3 2 4 3 3 2
4 4 4 4 4 3 4 5 2 4 1 1 2 2 2 4 3 4
3 3 4 3 3 2 3 4 3 4 2 1 2 1 4 3 3 3
3 4 4 2 2 3 3 3 3 4 1 1 3 2 4 2 2 2
2 2 2 3 1 1 3 1 1 3 1 1 1 1 4 2 1 1
55 55 51 50 55 50 45 57 44 58 34 33 43 45 55 55 45 47
Lampiran3 Responden No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37
Hasil Kuesioner Persepsi Harga
Q18 2 4 2 4 3 3 3 2 3 4 4 3 3 3 3 5 3 3 4 4 2 3 3 4 4 2 3 2 4 3 4 4 4 3 2 4 3
Q19 2 4 4 4 2 2 2 2 1 3 4 4 2 2 2 2 3 2 2 5 3 3 4 3 3 2 2 3 2 2 3 3 3 2 4 4 2
Persepsi Harga (X2) Q20 Q21 Q22 Q23 3 3 3 4 2 2 2 1 3 3 2 2 2 3 3 3 3 3 2 3 3 2 2 2 3 2 3 4 3 2 3 4 3 3 3 3 3 2 1 2 2 2 2 2 3 4 5 4 2 2 3 4 3 3 3 3 2 2 4 3 5 3 2 5 4 3 3 3 3 3 4 3 4 3 2 3 4 2 2 2 5 5 5 3 3 4 3 3 3 3 3 3 4 2 4 2 5 4 3 4 3 3 3 2 2 2 2 2 4 3 2 2 4 3 3 2 3 3 2 4 4 3 2 2 3 2 3 2 4 2 3 4 3 3 3 3 2 2 2 2 5 5 4 5 4 4 4 3
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Q24 4 3 2 3 3 4 4 4 3 3 2 5 3 3 3 2 3 2 2 2 5 3 3 4 3 4 4 2 3 3 4 2 4 3 4 5 4
Q25 2 3 3 2 2 3 2 2 4 2 1 4 4 3 3 2 2 4 3 1 4 4 3 2 4 2 5 3 4 4 2 3 2 2 3 5 4
Jumlah 23 21 21 24 21 21 23 22 23 20 19 32 23 23 22 26 24 24 23 22 32 26 25 25 30 21 22 21 25 24 24 22 26 22 21 37 28
38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55
4 5 4 4 3 3 3 2 3 3 2 3 3 4 3 4 2 2
5 3 3 3 4 3 2 2 4 2 2 4 5 3 3 3 3 2
4 5 4 3 3 2 3 3 5 3 4 4 5 4 2 3 2 2
4 4 4 2 3 2 4 3 3 2 2 2 5 4 3 3 2 2
2 5 3 3 3 4 3 3 2 4 2 2 5 3 4 2 3 3
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4 5 3 3 3 3 3 3 3 3 3 2 4 3 4 3 2 4
4 5 4 4 4 2 3 2 4 4 4 4 5 3 4 3 3 4
5 2 3 1 4 2 3 3 3 2 2 2 3 2 2 2 3 3
32 34 28 23 27 21 24 21 27 23 21 23 35 26 25 23 20 22
Lampiran4
Hasil Kuesioner Kepuasaan Pelanggan Responden No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37
Kepuasaan Pelanggan (Y) KP KP KP 2 4 2 2 4 2 3 3 3 3 3 3 2 4 2 3 4 3 2 3 2 2 2 2 3 4 4 2 2 3 2 3 3 5 2 4 2 2 3 4 3 2 2 2 4 3 4 3 3 4 4 2 2 2 1 4 2 2 2 4 2 2 2 2 3 3 4 4 3 4 4 5 4 5 4 4 3 4 2 5 3 2 4 2 2 4 2 2 4 3 2 3 4 2 5 4 4 4 2 2 4 2 4 2 4 4 4 4 3 4 4 81
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Jumlah 8 8 9 9 8 10 7 6 11 7 8 11 7 9 8 10 11 6 7 8 6 8 11 13 13 11 10 8 8 9 9 11 10 8 10 12 11
38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55
5 4 5 4 2 4 4 4 3 2 3 2 4 2 4 4 3 4
4 3 5 3 4 3 4 5 4 4 3 5 4 3 2 3 3 4
5 4 4 2 5 2 4 4 4 3 4 3 5 4 5 2 3 5
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14 11 14 9 11 9 12 13 11 9 10 10 13 9 11 9 9 13
Lampiran5
Hasil Uji Validitas Kualitas Pelayanan Correlations
X1.1
X1.2
X1.3
X1.4
Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N
X1. 1 1
55 .602 **
X1. 2
X1. 3
X1. 4
X1. 5
.602
.278
.410
.297
.000
.040
55
**
1
.000
.265
.210
.557**
.003
.028
.050
.124
.000
55
55
55
55
55
.531
.439
.333
.412 **
.712**
.056
.000
.001
.013
.002
.000
55
55
55
55
55
55
55
*
.140
.064
.323
.310 *
.261
.201
.424**
.836
.032
.308
.643
.016
.021
.054
.141
.001
55
55
55
55
55
55
55
55
55
55
.265
.151
.202
*
.138
.184
**
.206
.120
.094
.442**
.871
.050
.271
.140
.012
.314
.178
.008
.131
.382
.497
.001
55
55
55
55
55
55
55
55
55
55
55
55
X1. 8
X1. 9
X1.1 0
X1.1 2
X1.1 3
*
.158
.176
.123
.046
.081
**
.215
.245
.002
.028
.250
.200
.371
.737
.558
.001
.114
55
55
55
55
55
55
55
55
55
.467
.432
.364
.335 *
.197
*
.225
.101
.000
.001
.006
.012
.150
.035
.099
55
55
55
55
55
55
1
.141
.188
.042
.125
.304
.170
.758
55
55
55
1
*
**
.278
.467
.040
.000
55
55
.410
.432 **
.141
.002
.001
.304
55
55
55
**
*
X1. 7
55 **
X1.1 7
X1. 6
55 *
X1.1 6
Kualita s Pelayan an (X1)
**
**
55
X1.1 4
X1.1 5
.394
.296
.071
55
55
**
.207
.259
.462
.002
.129
55
55
55
.008
.045
.029
.364
.952
.744
55
55
55
.009
.181
.022
.949
.185
55
55
**
.286
X1.1 1 .444
.408
.289
.335
83 http://digilib.mercubuana.ac.id/
**
**
*
.354
**
*
X1.5
X1.6
X1.7
X1.8
X1.9
Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N
.297
.364 **
.188
.009
.028
.006
.170
.949
55
55
55
55
*
.042
.181
.250
.012
.758
.185
.000
55
55
55
55
55
55
.176
.197
.125
.022
.324
.422
.200
.150
.364
.871
.016
.001
55
55
55
55
55
55
55
*
.008
.265
.219
.356
.283
.371
.035
.952
.050
.108
.008
.036
55
55
55
55
55
55
55
55
.046
.225
.045
.151
.130
.246
.410
.478
.737
.099
.744
.271
.343
.070
.002
.000
55
55
55
55
55
55
55
55
*
.158
.123
.335
.286
1
55 .474 **
*
.474
.324 *
.219
.130
.070
.075
.053
.030
.191
.042
.047
.031
.366**
.000
.016
.108
.343
.610
.584
.703
.830
.163
.761
.736
.824
.006
55
55
55
55
55
55
55
55
55
55
55
55
55
.422
.356 **
.246
.245
.180
.285
.521
.458
.314 *
.223
.148
.585**
.001
.008
.070
.072
.188
.035
.000
.000
.020
.101
.280
.000
55
55
55
55
55
55
55
55
55
55
55
55
.283
.410 **
.248
.143
.325
.382 **
.265
.227
.231
.304 *
.530**
.036
.002
.068
.296
.016
.004
.050
.096
.089
.024
.000
55
55
55
55
55
55
55
55
55
55
55
.478
.400
.289 *
.183
*
.242
.166
.316
.364 **
.528**
.000
.003
.032
.180
.017
.075
.225
.019
.006
.000
55
55
55
55
55
55
55
55
55
55
.582
.369
.349
.352
.453 **
.253
.457
.298 *
.587**
.000
.006
.009
.008
.001
.062
.000
.027
.000
55
55
55
55
55
55
55
55
55
**
1
**
**
**
1
*
**
*
1
**
**
1
55
**
**
**
84 http://digilib.mercubuana.ac.id/
*
*
**
**
.322
**
**
*
**
X1.10
X1.11
X1.12
X1.13
X1.14
Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N
.400
.582
.068
.003
.000
55
55
55
55
55
.075
.180
.143
.289
.369
.461
.012
.584
.188
.296
.032
.006
.000
55
55
55
55
55
55
55
55
55
.207
.140
.138
.053
.285
.325 *
.183
.349
.456
.329
.114
.129
.308
.314
.703
.035
.016
.180
.009
.000
.014
55
55
55
55
55
55
55
55
55
55
55
55
.245
.259
.064
.184
.030
.521
.382
.322
.352
.351
.365
.448
.071
.056
.643
.178
.830
.000
.004
.017
.008
.009
.006
.001
55
55
55
55
55
55
55
55
55
55
55
55
55
.394
.531
.323
.354 **
.191
**
.265
.242
.453
.395
.407
.563
.524
.003
.000
.016
.008
.163
.000
.050
.075
.001
.003
.002
.000
.000
55
55
55
55
55
55
55
55
55
55
55
55
55
.081
.101
.029
.202
.070
.245
.248
.558
.462
.836
.140
.610
.072
55
55
55
55
55
.444
.408
.289
.335 *
.001
.002
.032
55
55
.215
**
**
**
**
*
*
*
**
.458
**
**
*
*
**
**
**
**
**
1
.461
.456
.351
.395
.287 *
.263
.228
.523**
.000
.000
.009
.003
.034
.053
.095
.000
55
55
55
55
55
55
55
55
.329
.365
.407
.276
.275 *
.208
.579**
.014
.006
.002
.041
.042
.127
.000
55
55
55
55
55
55
55
.448
.563
.461
.343
.379 **
.584**
.001
.000
.000
.010
.004
.000
55
55
55
55
55
55
.524
.379 **
.264
.319 *
.600**
.000
.004
.052
.017
.000
55
55
55
55
55
.472
.418
.370 **
.774**
.000
.001
.005
.000
55
55
55
55
**
1
**
**
**
**
*
**
**
85 http://digilib.mercubuana.ac.id/
**
*
1
**
**
**
**
**
1
**
**
**
**
**
1
55
*
**
**
*
**
X1.15
Pearson Correlati on Sig. (2tailed) N
.287
.276
.461
.379
.472
.062
.034
.041
.000
.004
.000
55
55
55
55
55
55
55
55
.316
.457 **
.263
.275
.343 *
.264
.418
.508
.089
.019
.000
.053
.042
.010
.052
.001
.000
55
55
55
55
55
55
55
55
55
55
.304
.364
.298 *
.228
.208
.379
.319
.370
.523
.601
.280
.024
.006
.027
.095
.127
.004
.017
.005
.000
.000
55
55
55
55
55
55
55
55
55
55
55
55
55
.442
.366
.585
.530
.528
.587
.523
.579
.584
.600
.774
.645
.612
.586
.001
.006
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
55 55 55 55 55 **. Correlation is significant at the 0.01 level (2-tailed).
55
55
55
55
55
55
55
55
55
55
55
55
X1.16
X1.17
Kualita s Pelayan an (X1)
Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N Pearson Correlati on Sig. (2tailed) N
.296
.439
.310 *
.206
.042
.028
.001
.021
.131
55
55
55
*
.050 55
.314 *
.227
.166
.253
.761
.020
.096
.225
55
55
55
55
.261
.120
.047
.223
.231
.013
.054
.382
.736
.101
55
55
55
55
55
**
.201
.094
.031
.148
.124
.002
.141
.497
.824
55
55
55
55
.557
.712
.424
.000
.000
.001
*
.265
.210
**
**
.333
.412
**
**
**
**
**
*
**
*
**
**
**
*
**
*
*
**
*. Correlation is significant at the 0.05 level (2-tailed).
86 http://digilib.mercubuana.ac.id/
**
**
**
**
*
**
**
**
**
**
1
**
**
**
.508
.523 **
.645**
.000
.000
.000
55
55
55
.601 **
.612**
.000
.000
55
55
1
.586**
**
1
**
**
.000
**
55 1
55
Lampiran6
Hasil Uji Validitas Persepsi Harga Correlations
X2.1 X2.2 X2.3 X2.4 Pearson * 1 .230 .334 .111 Correlation Sig. (2.092 .013 .421 tailed) N 55 55 55 55 X2.2 Pearson .230 1 .191 .207 Correlation Sig. (2.092 .162 .129 tailed) N 55 55 55 55 X2.3 Pearson * .334 .191 1 .582** Correlation Sig. (2.013 .162 .000 tailed) N 55 55 55 55 X2.4 Pearson ** .111 .207 .582 1 Correlation Sig. (2.421 .129 .000 tailed) N 55 55 55 55 X2.5 Pearson -.055 -.011 .155 .450** Correlation Sig. (2.689 .937 .259 .001 tailed) N 55 55 55 55 X2.6 Pearson * .150 -.107 .324 .430** Correlation Sig. (2.274 .436 .016 .001 tailed) N 55 55 55 55 X2.7 Pearson -.083 .147 .276* .315* Correlation Sig. (2.548 .285 .041 .019 tailed) N 55 55 55 55 X2.8 Pearson -.138 -.025 .080 .442** Correlation Sig. (2.314 .857 .559 .001 tailed) N 55 55 55 55 Harga Pearson * ** ** .325 .373 .664 .807** (X2) Correlation Sig. (2.015 .005 .000 .000 tailed) N 55 55 55 55 *. Correlation is significant at the 0.05 level (2-tailed). X2.1
X2.5
X2.6
X2.7
X2.8
Persepsi Harga (X2)
-.055
.150
-.083
-.138
.325*
.689
.274
.548
.314
.015
55
55
55
55
55
-.011
-.107
.147
-.025
.373**
.937
.436
.285
.857
.005
55
55
55
55
55
.155
*
*
.080
.664**
.324
.276
.259
.016
.041
.559
.000
55
55
55
55
55
**
**
*
**
.807**
.450
.430
.315
.442
.001
.001
.019
.001
.000
55
55
55
55
55
1
**
**
.166
.587**
.001
.001
.225
.000
55
55
55
55
1
*
.149
.610**
.011
.278
.000
55 .430
.430
**
.001
.441
.340
55
55
55
55
55
.441**
.340*
1
.162
.593**
.001
.011
.237
.000
55
55
55
55
55
.166
.149
.162
1
.440**
.225
.278
.237
55
55
55
55
55
**
**
**
**
1
.587
.610
.593
.001 .440
.000
.000
.000
.001
55
55
55
55
**. Correlation is significant at the 0.01 level (2-tailed).
87 http://digilib.mercubuana.ac.id/
55
Lampiran7
Hasil Uji Validitas Kepuasaan Pelanggan Correlations
Y1.1
Y1.1
Y1.2
Y1.3
Kepuasaan Pelanggan (Y)
1
.087
.426**
.751**
.529
.001
.000
55
55
55
55
.087
1
.118
.552**
.391
.000
Pearson Correlation Sig. (2tailed) N
Y1.2
Pearson Correlation Sig. (2tailed) N
.529 55
55
55
55
.426**
.118
1
.760**
.001
.391
55
55
55
55
.751**
.552**
.760**
1
.000
.000
.000
55 55 *. Correlation is significant at the 0.05 level (2-tailed).
55
Y1.3
Pearson Correlation Sig. (2tailed) N
Kepuasaan Pelanggan (Y)
Pearson Correlation Sig. (2tailed) N
**. Correlation is significant at the 0.01 level (2-tailed).
88 http://digilib.mercubuana.ac.id/
.000
55
Lampiran8
Hasil Uji Reliabilitas 1. Kualitas Pelayanan Reliability Statistics Cronbach's Alpha
N of Items .867
17
2. Persepsi Harga Reliability Statistics Cronbach's Alpha
N of Items .669
8
3. Kepuasaan Pelanggan Reliability Statistics
Cronbach's Alpha .454
N of Items
89 http://digilib.mercubuana.ac.id/
3
Lampiran9
Hasil Uji Normalitas
Lampiran 10
Hasil Uji Multikolonoritas
Coefficients Unstandardized Coefficients Model 1 (Constant) Kualitas Pelayanan
Standardized Coefficients
Std. Error
B .600
1.773
.081
.026
a
Beta
Persepsi .222 .060 Harga a. Dependent Variable: Kepuasaan Pelanggan
Collinearity Statistics t
Sig.
Tolerance
VIF
.338
.736
.350
3.075
.003
.978
1.023
.419
3.681
.001
.978
1.023
90 http://digilib.mercubuana.ac.id/
Lampiran11
Hasil Uji Heteroskedastisitas
Lampiran12
Hasil Uji Analisa Regresi Linier Berganda Coefficientsa Unstandardized Coefficients
Model 1 (Constant) Kualitas Pelayanan
B
Standardized Coefficients
.600
Std. Error 1.773
.081
.026
Beta
Persepsi .222 .060 Harga a. Dependent Variable: Kepuasaan Pelanggan
t
.338
Sig. .736
.350
3.075
.003
.419
3.681
.001
91 http://digilib.mercubuana.ac.id/
Lampiran13
Hasil Uji Ketepatan Model
Hasil Uji R2 Model Summaryb
Model 1
R
R Square
.585a
Adjusted R Square
.342
Std. Error of the Estimate
.316
1.739
a. Predictors: (Constant), Persepsi Harga, Kualitas Pelayanan b. Dependent Variable: Kepuasaan Pelanggan Hasil Uji F ANOVAa Model 1 Regression
Sum of Squares 81.655
Mean Square
df 2
40.827
F 13.501
Residual 157.254 52 3.024 Total 238.909 54 a. Dependent Variable: Kepuasaan Pelanggan b. Predictors: (Constant),Persepsi Harga, Kualitas Pelayanan
92 http://digilib.mercubuana.ac.id/
Sig. .000b
Lampiran14
Hasil Uji Hipotesis
Hasil Uji t Coefficientsa Unstandardized Coefficients Model 1 (Constant) Kualitas Pelayanan
Standardized Coefficients
B .600
Std. Error 1.773
.081
.026
Beta
Persepsi Harga .222 .060 a. Dependent Variable: Kepuasaan Pelanggan
.338
Sig. .736
.350
3.075
.003
.419
3.681
.001
93 http://digilib.mercubuana.ac.id/
t
