Lampiran 1 Kuesioner Penelitian No : PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. HOTEL SANTIKA PREMIERE DYANDRA MEDAN I. Identitas Responden Nama : ......................................................... Jenis Kelamin : ......................................................... Umur : ......................................................... Pekerjaan : .......................................................... II. Petunjuk Pengisian Berilah tanda checklist (√) sesuai dengan pilihan jawaban yang ada pada kolom isian yang tersedia.
A.
Penelitian dapat dilakukan berdasarkan skala berikut ini : SS = Sangat Setuju S = Setuju KS = Kurang Setuju TS = Tidak Setuju STS = Sangat Tidak Setuju Responden yang berusia 17 tahun ke atas dan pernah berkunjung atau menggunakan jasa Hotel Santika Premiere Dyandra sebanyak 2 (dua) kali baik penginapan, convention atau jasa lainnya. Variabel Kualitas Pelayanan (Service Quality)
No Pertanyaan A. Bukti Fisik (Tangible) Hotel Santika Dyandra memiliki interior kamar 1 yang lengkap, nyaman, bersih dan tertata dengan baik Hotel Santika Dyandra memiliki fasilitas lengkap 2 seperti kolam renang, fitness, convention dan Spa serta outlet Food and Beverage. Hotel Santika Dyandra memiliki karyawan 3 berpenampilan rapi, bersih, dan menarik. Brosur Hotel Santika Dyandra memberikan 4 informasi yang jelas. B. Kehandalan (Reliability) Karyawan hotel memberikan pelayanan yang 1 maksimal Kemauan dan kejujuran karyawan hotel dalam 2 melayani pelanggan.
SS
S
KS
TS
STS
Universitas Sumatera Utara
Prosedur pengurusan reservasi kamar/event dan transaksi lainnya akurat, cepat dan tepat C. Daya Tanggap (Responsiveness) Karyawan hotel tanggap menjawab pertanyaan 1 pelanggan Karyawan hotel menangani masalah atau 2 keluhan yang dialami pelanggan secara tepat. Karyawan hotel memberikan informasi yang 3 dibutuhkan pelanggan secara tepat Karyawan hotel merespon permintaan pelanggan 4 secara tepat dan cepat D. Jaminan (Assurance) Karyawan hotel mampu meyakinkan pelanggan 1 terhadap keamanan hotel Hotel Santika Dyandra mempunyai karyawan 2 yang memiliki kompetensi dan professional dalam melayani pelanggan Karyawan hotel memberikan rasa percaya 3 kepada pelanggan untuk menangani masalah yang dihadapi pelanggan E. Empati (Empathy) Karyawan hotel mampu menjalin hubungan yang 1 baik dengan pelanggan Karyawan hotel mampu berkomunikasi dengan 2 baik Karyawan hotel mampu melayani pelanggan 3 dengan penuh perhatian 4 Karyawan hotel memahami kebutuhan pelanggan 3
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B.
Variabel Kepuasan Pelanggan (Customer Satisfaction)
No. Pertanyaan SS S KS TS Saya merasa puas akan kualitas pelayanan 1 yang diberikan sesuai harapan Saya merasa puas dengan kenyamanan saat 2 berada di kamar hotel Saya puas atas pelayanan karyawan hotel 3 saat melakukan reservasi kamar Saya akan merekomendasikan kepada 4 teman atau kerabat menggunakan jasa Hotel Santika Premiere Dyandra Terima kasih atas partisipasi Bapak/ Ibu dalam pengisian kuesioner ini.
STS
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Lampiran 2 Frequency Table Q1 Frequency Valid
Tidak setuju
Percent 1
Kurang setuju
3.3
Valid Percent
Cumulative Percent
3.3
3.3
2
6.7
6.7
10.0
Setuju
16
53.3
53.3
63.3
Sangat setuju
11
36.7
36.7
100.0
Total
30
100.0
100.0
Q2 Frequency Valid
Kurang setuju
Percent
Valid Percent
Cumulative Percent
2
6.7
6.7
6.7
Setuju
15
50.0
50.0
56.7
Sangat setuju
13
43.3
43.3
100.0
Total
30
100.0
100.0
Q3 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
3
10.0
10.0
10.0
Kurang setuju
1
3.3
3.3
13.3
Setuju
16
53.3
53.3
66.7
Sangat setuju
10
33.3
33.3
100.0
Total
30
100.0
100.0
Q4 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Kurang setuju
10
33.3
33.3
33.3
Setuju
10
33.3
33.3
66.7
Sangat setuju
10
33.3
33.3
100.0
Total
30
100.0
100.0
Q5 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
2
6.7
6.7
6.7
Kurang setuju
4
13.3
13.3
20.0
18
60.0
60.0
80.0
6
20.0
20.0
100.0
30
100.0
100.0
Setuju Sangat setuju Total
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Q6 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Setuju
11
36.7
36.7
36.7
Sangat setuju
19
63.3
63.3
100.0
Total
30
100.0
100.0
Q7 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
1
3.3
3.3
3.3
Kurang setuju
1
3.3
3.3
6.7
Setuju
9
30.0
30.0
36.7
Sangat setuju
19
63.3
63.3
100.0
Total
30
100.0
100.0
Q8 Frequency Valid
Tidak setuju
Percent 1
Kurang setuju
3.3
Valid Percent
Cumulative Percent
3.3
3.3
2
6.7
6.7
10.0
Setuju
15
50.0
50.0
60.0
Sangat setuju
12
40.0
40.0
100.0
Total
30
100.0
100.0
Q9 Frequency Valid
Tidak setuju Kurang setuju Setuju
Valid Percent
Cumulative Percent
2
6.7
6.7
6.7
5
16.7
16.7
23.3
15
50.0
50.0
73.3
8
26.7
26.7
100.0
30
100.0
100.0
Sangat setuju Total
Percent
Q10 Frequency Valid
Kurang setuju Setuju
Percent
Valid Percent
2
6.7
6.7
Cumulative Percent 6.7
9
30.0
30.0
36.7
Sangat setuju
19
63.3
63.3
100.0
Total
30
100.0
100.0
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Q11 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Setuju
12
40.0
40.0
40.0
Sangat setuju
18
60.0
60.0
100.0
Total
30
100.0
100.0
Q12 Frequency Valid
Tidak setuju
Cumulative Percent
33.3
33.3
33.3
5
16.7
16.7
50.0
10
33.3
33.3
83.3
5
16.7
16.7
100.0
30
100.0
100.0
Sangat setuju Total
Valid Percent
10
Kurang setuju Setuju
Percent
Q13 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
3
10.0
10.0
10.0
Kurang setuju
2
6.7
6.7
16.7
Setuju
13
43.3
43.3
60.0
Sangat setuju
12
40.0
40.0
100.0
Total
30
100.0
100.0
Q14 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
4
13.3
13.3
13.3
Kurang setuju
3
10.0
10.0
23.3
Setuju
10
33.3
33.3
56.7
Sangat setuju
13
43.3
43.3
100.0
Total
30
100.0
100.0
Q15 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
5
16.7
16.7
16.7
Kurang setuju
3
10.0
10.0
26.7
Setuju
11
36.7
36.7
63.3
Sangat setuju
11
36.7
36.7
100.0
Total
30
100.0
100.0
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Q16 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
2
6.7
6.7
6.7
Kurang setuju
6
20.0
20.0
26.7
14
46.7
46.7
73.3
8
26.7
26.7
100.0
30
100.0
100.0
Setuju Sangat setuju Total
Q17 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
2
6.7
6.7
6.7
Kurang setuju
4
13.3
13.3
20.0
Setuju
14
46.7
46.7
66.7
Sangat setuju
10
33.3
33.3
100.0
Total
30
100.0
100.0
Q18 Frequency Valid
Kurang setuju
Percent
Valid Percent
Cumulative Percent
1
3.3
3.3
3.3
Setuju
15
50.0
50.0
53.3
Sangat setuju
14
46.7
46.7
100.0
Total
30
100.0
100.0
Q19 Frequency Valid
Kurang setuju
Percent
Valid Percent
Cumulative Percent
2
6.7
6.7
6.7
Setuju
14
46.7
46.7
53.3
Sangat setuju
14
46.7
46.7
100.0
Total
30
100.0
100.0
Q20 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
3
10.0
10.0
10.0
Kurang setuju
8
26.7
26.7
36.7
Setuju
9
30.0
30.0
66.7
Sangat setuju
10
33.3
33.3
100.0
Total
30
100.0
100.0
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Q21 Frequency Valid
Percent
Valid Percent
Cumulative Percent
Tidak setuju
1
3.3
3.3
3.3
Kurang setuju
3
10.0
10.0
13.3
Setuju
12
40.0
40.0
53.3
Sangat setuju
14
46.7
46.7
100.0
Total
30
100.0
100.0
Q22 Frequency Valid
Setuju
16
Sangat setuju
14
Total
30
Percent 53.3
Valid Percent
Cumulative Percent
53.3
53.3
46.7
46.7
100.0
100.0
100.0
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Lampiran 3 Tabel 3.3 Validitas Instrumen Scale Mean Scale if Item Variance if Deleted Item Deleted
Corrected Cronbach's Keterangan Item-Total Alpha if Item Correlation Deleted
KUES1
88.67
86.713
.491
.744
KUES2
89.00
87.724
.443
.747
KUES3
88.50
91.362
.443
.753
KUES4
88.93
86.340
.510
.742
KUES5
89.10
94.990
.423
.770
KUES6
88.90
93.748
.613
.771
KUES7
89.17
84.282
.506
.736
KUES8
89.27
88.961
.431
.748
KUES9
89.07
88.409
.459
.746
KUES10
89.03
82.792
.624
.729
KUES11
88.90
89.748
.450
.753
KUES12
88.87
86.395
.457
.740
KUES13
88.77
89.151
.508
.749
KUES14
88.97
89.206
.511
.749
KUES15
89.00
90.138
.584
.758
KUES16
88.83
87.730
.574
.752
KUES17
88.87
90.947
.565
.759
KUES18
89.23
95.633
.443
.768
KUES19
89.40
88.662
.591
.745
KUES20
89.07
83.582
.553
.733
kUES21
88.50
88.603
.414
.749
KUES22
88.90
84.438
.438
.740
Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid Valid
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Reliability Scale: ALL VARIABLES
Case Processing Summary N Cases
Valid
% 30
a
Excluded Total
100.0
0
.0
30
100.0
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.681
4
Correlations Correlations Q1 Q1
Q2
Pearson Correlation
1
Sig. (2-tailed) N Q2
Pearson Correlation Sig. (2-tailed)
.284
.114
.764**
.000
.129
.548
.000
.804
30
30
30
30
1
.247
.068
.718**
.188
.723
.000
.000 30
30
30
30
30
Pearson Correlation
.284
.247
1
.188
.681**
Sig. (2-tailed)
.129
.188
.321
.000
30
30
30
30
30
Pearson Correlation
.114
.068
.188
1
.546**
Sig. (2-tailed)
.548
.723
.321
N Skor Total
Skor Total
30
N Q4
Q4
.804**
N Q3
Q3 **
Pearson Correlation Sig. (2-tailed)
.002
30
30
30
30
30
.764**
.718**
.681**
.546**
1
.000
.000
.000
.002
30
30
30
30
N **. Correlation is significant at the 0.01 level (2-tailed).
Universitas Sumatera Utara
30
Reliability Scale: ALL VARIABLES Case Processing Summary N Cases
Valid Excludeda Total
% 30
100.0
0
.0
30
100.0
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.634
3
Correlations Correlations Q5 Q5
Q6
Pearson Correlation
1
Sig. (2-tailed) N Q6
.382
.184
.792**
.037
.329
.000
30
30
30
30
.382*
1
.083
.609**
Sig. (2-tailed)
.037
.661
.000
30
30
30
30
Pearson Correlation
.184
.083
1
.655**
Sig. (2-tailed)
.329
.661
N Skor Total
Skor Total
Pearson Correlation
N Q7
Q7 *
Pearson Correlation Sig. (2-tailed)
.000
30
30
30
30
.792**
.609**
.655**
1
.000
.000
.000
30
30
30
N
30
*. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed).
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Reliability Scale: ALL VARIABLES Case Processing Summary N Cases
Valid Excludeda Total
% 30
100.0
0
.0
30
100.0
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.774
3
Correlations Correlations Q8 Q8
Q9
Pearson Correlation
1
Sig. (2-tailed) N Q9
.344
.407
-.075
.690**
.063
.026
.694
.000
30
30
30
30
30
1
.490**
.212
.837**
Sig. (2-tailed)
.063
.006
.262
.000
30
30
30
30
30
*
**
1
-.133
.705**
.485
.000
Pearson Correlation
.407
Sig. (2-tailed)
.026
Pearson Correlation Sig. (2-tailed)
Pearson Correlation Sig. (2-tailed)
.490
.006
30
30
30
30
30
-.075
.212
-.133
1
.498
.694
.262
.485
30
30
30
30
30
**
**
**
.498
1
N Skor Total
Skor Total
.344
N Q11
Q11 *
Pearson Correlation
N Q10
Q10
.690
.837
.705
.010
.000
.000
.000
.010
30
30
30
30
N *. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed).
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30
Reliability Scale: ALL VARIABLES
Case Processing Summary N
Cases
Valid a
Excluded Total
% 30
100.0
0
.0
30
100.0
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.627
3
Correlations Correlations Q12 Q12
Q13
Pearson Correlation
1
Sig. (2-tailed) N Q13
.087
.302
.645**
.647
.104
.000
30
30
30
30
.087
1
.728**
.762**
Sig. (2-tailed)
.647
.000
.000
30
30
30
30
Pearson Correlation
.302
**
1
.877**
Sig. (2-tailed)
.104
.000
30
30
30
30
**
**
**
1
N Skor Total
Skor Total
Pearson Correlation
N Q14
Q14
Pearson Correlation Sig. (2-tailed)
.645
.728
.762
.000
.877
.000
.000
.000
30
30
30
N
30
**. Correlation is significant at the 0.01 level (2-tailed).
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Reliability Scale: ALL VARIABLES
Case Processing Summary N
Cases
Valid a
Excluded Total
% 30
100.0
0
.0
30
100.0
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.727
4
Correlations Correlations Q15 Q15
Q16
Pearson Correlation
1
Sig. (2-tailed) N Q16
30
Pearson Correlation
.179
Sig. (2-tailed)
.344
N Q17
Skor Total
.179
.115
.161
.652**
.344
.545
.396
.000
30
30
30
30
1
**
.061
.721**
.001
.751
.000
.555
30
30
30
30
30
.115
.555**
1
.149
.712**
Sig. (2-tailed)
.545
.001
.432
.000
30
30
30
30
30
Pearson Correlation
.161
.061
.149
1
.422*
Sig. (2-tailed)
.396
.751
.432
30
30
30
30
30
**
**
**
*
1
N Skor Total
Q18
Pearson Correlation
N Q18
Q17
Pearson Correlation Sig. (2-tailed)
.652
.721
.712
.020
.422
.000
.000
.000
.020
30
30
30
30
N **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).
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30
Reliability Scale: ALL VARIABLES Case Processing Summary N Cases
Valid a
Excluded Total
% 30
100.0
0
.0
30
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics Cronbach's Alpha
N of Items
.699
4
Correlations Correlations Q19 Q19
Q20
Sig. (2-tailed)
.262
.451*
.486
.883
.161
.012
30
30
30
30
30
-.132
1
-.293
-.009
.483**
.116
.962
.007
.486
N Q21
30
30
30
30
30
Pearson Correlation
.028
-.293
1
.240
.447*
Sig. (2-tailed)
.883
.116
.202
.013
30
30
30
30
30
Pearson Correlation
.262
-.009
.240
1
.597**
Sig. (2-tailed)
.161
.962
.202
30
30
30
30
30
*
**
*
**
1
N Q22
N Skor Total
Skor Total
.028
1
N Pearson Correlation
Q22
-.132
Pearson Correlation Sig. (2-tailed)
Q20
Q21
Pearson Correlation
.451
Sig. (2-tailed)
.012
.007
.013
.000
30
30
30
30
N
.483
.447
.000
.597
*. Correlation is significant at the 0.05 level (2-tailed). **. Correlation is significant at the 0.01 level (2-tailed).
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30
Lampiran 4 Regression Variables Entered/Removed Model 1
Variables Entered Variables Removed Empati, Kehandalan, Daya Tanggap, Bukti Fisik, Jaminan a
Method
. Enter
a. All requested variables entered.
Model Summaryb Model
R
1
R Square 5.576
Std. Error of the Estimate
Adjusted R Square
5.131
5.021
Durbin-Watson
1.371
1.928
a. Predictors: (Constant), Empati, Kehandalan, Daya Tanggap, Bukti Fisik, Jaminan b. Dependent Variable: Kepuasan Pelanggan
ANOVAb Model 1
Sum of Squares Regression
df
Mean Square
5.613
5
1.123
Residual
176.577
94
1.878
Total
182.190
99
F
Sig. 5.598
.032
a. Predictors: (Constant), Empati, Kehandalan, Daya Tanggap, Bukti Fisik, Jaminan b. Dependent Variable: Kepuasan Pelanggan
Coefficientsa Unstandardized Coefficients Model 1
B
Std. Error
(Constant)
15.379
2.301
Bukti Fisik
.059
.084
Kehandalan
.006
Daya Tanggap
Standardized Coefficients
Collinearity Statistics
Beta
t
Sig.
Tolerance
VIF
6.683
.000
.075
4.700
.036
.894
1.118
.112
.006
3.052
.039
.824
1.214
.143
.094
.163
3.514
.033
.886
1.129
Jaminan
.028
.086
.037
4.325
.026
.799
1.251
Empati
.028
.088
.035
4.315
.013
.817
1.223
a. Dependent Variable: Kepuasan Pelanggan
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Collinearity Diagnosticsa Variance Proportions Dimen Model sion Eigenvalue 1
Condition Index
(Constant) Bukti Fisik Kehandalan
Daya Tanggap
Jaminan
Empati
1
5.957
1.000
.00
.00
.00
.00
.00
.00
2
.017
18.732
.01
.07
.06
.01
.65
.02
3
.009
25.428
.01
.02
.34
.00
.22
.44
4
.008
26.985
.01
.59
.00
.34
.07
.01
5
.006
32.344
.00
.17
.56
.35
.05
.35
6
.003
46.313
.98
.15
.03
.30
.01
.18
Std. Deviation
N
a. Dependent Variable: Kepuasan Pelanggan
Residuals Statisticsa Minimum Predicted Value Std. Predicted Value Standard Error of Predicted Value Adjusted Predicted Value Residual Std. Residual Stud. Residual Deleted Residual Stud. Deleted Residual Mahal. Distance Cook's Distance Centered Leverage Value
Maximum
Mean
16.31 -2.533 .175
17.38 1.988 .650
16.91 .000 .322
.238 1.000 .096
100 100 100
16.10 -3.638 -2.654 -2.704 -3.775 -2.800 .622 .000 .006
17.48 3.254 2.375 2.468 3.516 2.539 21.257 .166 .215
16.91 .000 .000 .001 .001 .000 4.950 .012 .050
.257 1.336 .974 1.008 1.432 1.019 3.951 .024 .040
100 100 100 100 100 100 100 100 100
a. Dependent Variable: Kepuasan Pelanggan
Universitas Sumatera Utara
Universitas Sumatera Utara
One-Sample Kolmogorov-Smirnov Test Unstandardized Residual N Normal Parametersa,,b Most Extreme Differences
Kolmogorov-Smirnov Z Asymp. Sig. (2-tailed)
Mean Std. Deviation Absolute Positive Negative
100 .0000000 1.33551750 .070 .070 -.064 .698 .714
a. Test distribution is Normal. b. Calculated from data.
Universitas Sumatera Utara
Universitas Sumatera Utara
No
Bukti Fisik
skor
1
2
3
4
1
4
5
4
3
2
2
3
4
3
4
4
4
5
5
Kehandalan 1
2
3
16
4
5
5
4
13
3
5
4
3
15
4
5
5
3
18
5
5
5
4
6
5
5
5
7
5
5
8
4
9
skor
Daya Tanggap
skor
1
2
3
4
14
4
5
5
5
5
13
5
3
5
5
4
13
4
5
5
5
5
15
4
19
5
4
5
14
5
20
4
5
5
5
5
20
5
5
4
4
5
17
3
5
5
4
5
19
10
5
5
4
3
11
5
5
3
12
5
5
13
4
14
Jaminan
skor
1
2
3
19
4
5
4
4
17
2
5
5
4
18
3
5
5
5
19
5
4
5
5
14
5
4
5
5
15
4
4
5
5
13
3
4
5
5
14
17
4
5
5
4
17
5
5
5
3
18
4
4
5
4
17
3
3
2
3
15
4
4
4
16
4
4
17
5
18
Empati
skor
1
2
3
4
13
5
3
4
5
5
12
4
4
4
4
4
11
4
5
4
5
5
14
5
19
2
4
4
10
5
19
2
5
5
5
5
18
3
3
3
3
5
14
4
5
3
5
4
17
14
4
4
4
5
4
14
5
5
5
5
3
12
4
4
5
5
4
14
5
11
4
4
4
12
4
16
4
5
4
5
3
16
4
5
5
2
3
15
2
4
5
4
4
17
19
4
5
4
5
20
3
4
4
21
4
4
22
4
23
5
Kep.Pelanggan
skor
1
2
3
4
17
5
5
4
5
19
4
16
4
4
2
4
14
3
5
17
4
4
5
4
17
2
4
5
16
5
3
5
5
18
2
4
4
4
14
4
5
3
4
16
12
4
4
5
4
17
5
4
4
4
17
4
10
5
3
4
5
17
4
3
5
4
16
2
2
8
2
2
2
4
10
4
2
4
4
14
5
5
5
15
5
5
5
4
19
4
5
4
5
18
17
4
4
5
13
3
4
4
5
16
4
2
4
5
15
5
20
5
5
5
15
5
5
5
4
19
5
3
4
5
17
5
4
17
5
4
5
14
5
4
5
5
19
4
5
4
5
18
5
5
4
19
5
4
4
13
5
5
5
5
20
3
5
5
4
17
4
3
3
5
15
2
4
2
8
4
3
3
5
15
5
4
5
5
19
13
4
4
5
4
17
2
5
4
11
2
4
5
5
16
5
4
5
4
18
4
13
5
2
4
4
15
4
4
4
12
2
5
5
4
16
3
4
5
4
16
4
5
11
5
5
5
5
20
4
5
5
14
3
4
5
4
16
5
4
5
5
19
5
5
5
15
4
4
4
5
17
4
3
3
10
4
3
3
3
13
4
5
4
4
17
18
4
4
5
13
4
4
4
5
17
3
4
3
10
4
4
4
4
16
5
3
4
5
17
4
15
4
5
5
14
5
5
5
5
20
3
5
5
13
4
4
4
5
17
4
4
5
5
18
4
3
15
4
4
4
12
4
4
4
5
17
5
4
4
13
4
4
4
5
17
4
5
3
4
16
4
5
3
16
4
4
4
12
4
4
4
5
17
2
2
2
6
4
4
4
4
16
4
3
5
5
17
4
5
5
19
4
5
5
14
5
4
5
4
18
4
5
5
14
5
5
4
5
19
5
5
3
4
17
Universitas Sumatera Utara
24
4
4
4
4
16
3
4
5
12
5
4
4
4
17
2
5
5
12
4
3
3
4
14
5
5
4
5
19
25
4
4
2
4
14
2
4
2
8
2
2
4
4
12
2
4
2
8
2
4
4
5
15
5
3
4
4
16
26
4
4
4
5
17
4
4
5
13
4
5
5
4
18
4
4
4
12
4
4
4
4
16
5
2
5
4
16
27
4
4
4
4
16
4
5
4
13
4
4
5
5
18
3
4
4
11
3
3
4
4
14
5
5
5
5
20
28
4
4
4
5
17
4
5
5
14
5
4
5
5
19
2
5
5
12
5
5
5
4
19
4
4
4
4
16
29
4
4
4
5
17
3
4
5
12
4
4
4
4
16
4
4
5
13
5
5
5
5
20
5
3
5
4
17
30
5
5
5
5
20
4
4
5
13
3
3
5
5
16
2
2
3
7
5
4
2
4
15
4
3
5
5
17
31
4
5
5
5
19
5
4
2
11
4
2
4
4
14
4
5
5
14
4
4
5
5
18
5
4
3
4
16
32
5
4
4
4
17
5
4
4
13
4
4
5
5
18
4
4
2
10
4
4
3
4
15
4
5
3
4
16
33
5
5
5
4
19
4
5
5
14
5
5
5
4
19
3
5
5
13
4
5
5
5
19
5
5
4
5
19
34
5
5
5
4
19
4
5
4
13
3
5
4
4
16
2
4
5
11
3
5
5
4
17
4
2
3
4
13
35
5
5
5
4
19
5
5
5
15
5
5
5
4
19
3
5
5
13
3
5
5
5
18
5
3
4
5
17
36
5
5
5
5
20
4
5
5
14
5
5
5
5
20
5
5
5
15
5
5
4
4
18
4
5
3
5
17
37
5
5
5
5
20
5
4
5
14
2
4
5
4
15
4
5
5
14
3
4
5
5
17
3
5
5
5
18
38
5
5
4
4
18
4
5
5
14
5
5
5
5
20
4
5
4
13
4
5
4
5
18
4
4
5
5
18
39
4
5
4
5
18
2
5
5
12
2
5
5
4
16
5
5
5
15
5
5
5
5
20
4
4
3
4
15
40
3
5
5
4
17
2
4
4
10
4
5
4
5
18
2
2
4
8
4
5
4
5
18
4
5
5
4
18
41
5
5
4
5
19
5
4
5
14
4
3
4
4
15
5
4
5
14
5
5
4
5
19
5
4
5
4
18
42
5
3
4
4
16
3
4
4
11
4
4
4
5
17
4
5
4
13
5
5
4
5
19
4
5
4
4
17
43
5
2
5
4
16
2
5
4
11
4
4
4
4
16
5
5
4
14
5
4
4
4
17
5
5
4
5
19
44
5
5
5
4
19
5
5
4
14
5
4
4
5
18
4
4
2
10
5
3
5
4
17
4
4
2
5
15
45
4
4
4
5
17
4
3
5
12
5
3
3
5
16
4
4
3
11
5
3
5
5
18
4
4
3
4
15
46
4
5
4
4
17
4
5
3
12
5
5
4
5
19
4
3
4
11
5
4
3
4
16
5
3
5
4
17
47
3
4
5
5
17
4
5
5
14
5
4
3
5
17
4
5
3
12
4
5
3
4
16
5
3
5
5
18
48
4
4
4
4
16
4
4
5
13
5
4
5
4
18
5
5
4
14
4
5
4
5
18
5
4
3
4
16
Universitas Sumatera Utara
49
4
4
4
5
17
4
4
5
13
4
5
3
4
16
5
3
4
12
4
2
4
4
14
4
5
3
4
16
50
4
3
4
4
15
4
3
5
12
4
5
4
4
17
5
2
5
12
4
3
4
5
16
4
5
4
5
18
51
4
4
4
5
17
4
4
4
12
4
3
4
5
16
5
5
5
15
4
5
4
5
18
4
2
4
4
14
52
4
4
4
4
16
3
5
4
12
4
5
5
4
18
4
4
3
11
3
5
5
5
18
4
3
4
5
16
53
5
4
4
5
18
3
5
5
13
4
5
5
5
19
4
4
5
13
4
4
5
5
18
4
5
4
5
18
54
3
3
3
5
14
4
3
4
11
4
4
4
5
17
4
4
5
13
4
4
5
4
17
3
5
5
5
18
55
5
5
4
5
19
5
3
4
12
3
4
4
5
16
4
4
4
12
4
4
5
4
17
4
4
5
5
18
56
3
4
3
5
15
5
4
5
14
3
4
4
5
16
5
4
4
13
4
4
5
4
17
4
4
5
4
17
57
5
4
4
4
17
2
5
4
11
4
4
4
4
16
3
4
3
10
4
5
4
4
17
4
4
5
4
17
58
4
4
4
4
16
3
5
5
13
4
5
4
5
18
5
4
4
13
5
5
4
5
19
4
4
5
4
17
59
4
5
4
4
17
5
4
5
14
4
5
4
4
17
5
3
5
13
4
4
2
5
15
4
5
4
4
17
60
5
3
4
5
17
5
5
5
15
4
5
5
4
18
5
3
5
13
4
4
3
4
15
5
5
4
5
19
61
4
4
5
4
17
4
5
5
14
5
5
5
5
20
5
4
3
12
5
3
5
4
17
4
5
2
5
16
62
5
5
5
5
20
4
5
4
13
5
5
5
4
19
4
5
3
12
5
4
3
4
16
5
4
3
4
16
63
4
4
4
5
17
4
5
4
13
5
5
5
4
19
4
5
4
13
4
5
3
4
16
4
3
4
5
16
64
3
5
4
5
17
4
5
4
13
4
2
5
5
16
4
2
4
10
4
5
4
5
18
4
5
3
4
16
65
3
4
4
5
16
5
4
4
13
5
5
4
5
19
4
3
4
11
3
2
4
4
13
5
5
4
5
19
66
4
4
5
4
17
5
4
5
14
5
4
4
4
17
4
5
4
13
4
3
4
5
16
5
3
4
4
16
67
4
5
5
5
19
4
2
5
11
5
3
5
4
17
3
5
5
13
4
5
4
5
18
5
3
5
4
17
68
4
5
4
4
17
4
3
4
11
5
3
5
5
18
4
4
5
13
3
5
5
5
18
5
3
5
5
18
69
5
5
4
4
18
3
4
5
12
5
4
3
4
16
4
4
5
13
4
4
5
5
18
5
4
3
4
16
70
5
5
4
5
19
5
4
5
14
4
5
3
4
16
4
4
5
13
4
4
5
4
17
4
5
3
4
16
71
4
5
5
4
18
2
4
4
10
4
5
4
5
18
4
4
5
13
3
4
5
4
16
4
5
4
5
18
72
5
5
3
4
17
3
4
5
12
5
2
5
4
16
4
5
4
13
4
4
5
3
16
4
2
5
5
16
73
4
2
3
5
14
5
4
5
14
4
5
4
5
18
5
5
4
14
4
5
4
4
17
4
3
4
5
16
74
5
5
4
5
19
5
5
5
15
4
2
4
4
14
4
4
2
10
5
5
4
5
19
4
5
4
5
18
Universitas Sumatera Utara
75
4
4
4
5
17
4
5
3
12
4
3
4
5
16
4
4
3
11
4
4
2
5
15
5
5
5
3
18
76
4
3
5
5
17
4
5
4
13
4
5
4
5
18
4
3
4
11
4
4
5
4
17
4
4
5
5
18
77
5
3
5
5
18
4
5
3
12
3
5
5
5
18
4
5
3
12
4
3
4
5
16
4
5
3
4
16
78
5
4
3
3
15
4
5
4
13
4
4
5
5
18
5
5
4
14
4
5
5
4
18
4
3
5
4
16
79
4
5
3
5
17
5
4
4
13
4
4
5
4
17
5
3
4
12
5
5
4
5
19
4
4
5
4
17
80
5
5
4
5
19
5
4
5
14
4
4
5
5
18
5
2
5
12
5
3
4
4
16
4
5
4
3
16
81
4
2
5
3
14
5
2
5
12
4
4
5
5
18
4
5
4
13
5
2
5
4
16
5
5
4
3
17
82
5
3
4
5
17
4
3
4
11
4
5
4
5
18
4
2
4
10
4
5
4
5
18
4
5
2
5
16
83
5
5
5
4
19
3
4
5
12
5
5
5
5
20
4
3
4
11
4
5
5
4
18
4
5
5
4
18
84
4
5
5
5
19
5
3
4
12
4
4
2
5
15
4
5
4
13
4
3
4
5
16
4
3
4
5
16
85
5
4
4
5
18
5
4
5
14
4
4
5
4
17
3
5
5
13
4
5
4
5
18
4
5
3
4
16
86
5
4
3
4
16
3
4
4
11
4
3
4
5
16
4
4
4
12
3
5
5
5
18
5
5
4
5
19
87
4
5
3
4
16
2
5
4
11
4
5
5
5
19
3
4
4
11
5
5
5
5
20
5
3
4
4
16
88
5
5
5
4
19
5
5
4
14
5
5
4
5
19
4
4
5
13
4
5
4
4
17
5
2
5
5
17
89
4
4
4
3
15
4
3
5
12
5
3
4
4
16
4
3
5
12
5
4
4
4
17
5
5
5
4
19
90
5
5
3
4
17
4
5
5
14
5
2
5
4
16
5
5
4
14
4
5
5
5
19
4
4
3
5
16
91
4
5
2
4
15
4
3
4
11
5
5
5
4
19
5
5
4
14
5
4
4
5
18
4
4
4
3
15
92
5
5
4
5
19
5
3
4
12
5
4
4
5
18
4
4
5
13
4
5
4
3
16
5
4
5
4
18
93
5
3
4
5
17
5
4
5
14
3
4
5
5
17
4
4
5
13
4
5
5
3
17
4
5
4
2
15
94
4
4
4
4
16
2
5
4
11
5
4
4
4
17
4
3
4
11
4
5
5
5
19
5
5
3
5
18
95
5
4
5
4
18
5
4
5
14
4
3
5
4
16
4
5
3
12
5
5
5
5
20
5
5
5
5
20
96
4
5
5
4
18
2
4
4
10
4
3
4
5
16
5
5
5
15
4
4
2
5
15
5
4
2
4
15
97
5
2
3
3
13
3
4
5
12
5
4
4
4
17
5
3
4
12
5
4
3
5
17
4
5
3
4
16
98
4
5
3
3
15
5
4
5
14
4
5
3
4
16
4
5
5
14
5
3
5
5
18
5
5
3
4
17
99
5
4
3
5
17
5
5
5
15
4
4
5
5
18
5
4
4
13
5
5
3
5
18
5
5
3
5
18
100
4
5
4
3
16
4
5
5
14
5
4
5
5
19
4
5
4
13
5
5
5
5
20
3
5
5
3
16
Universitas Sumatera Utara
Universitas Sumatera Utara
