KUISIONER
DATA PRIBADI I. Jenis kelamin : a. Pria b. Wanita 2. Usia: a.18-25th b. 26 - 35 th c. > 35 th
3. Penghasilan: a. < 2 jutafbln b. 2jt - 5 jtlbln c. > 5 jtlbln 4. Berapa kali Anda ke bengkel dalam 3 bulan terakhir: a. 1 kali b. 2 kali c. > 2 kali
Petunjuk pengisian angket : J. Pilih salah satu jawaban yang Anda anggap Paling sesuai dengan pikiran dan perasaan yang sebenarnya. 2. Berikan tanda silang (x)pada salah satu alternative jawaban yang dianggap paling sesuai. Tiap pertanyaan tersedia 5 alternatif jawaban, angka 1 menunjukkan penilaian sangat negative dan angka 5 menunjukkan penilaian sangat positif.
STS TS
: Sangat Tidak Setuju : Tidak Setuju
N
: Netral
S SS
: Setuju : Sangat Setuju
Lampiran I Pcr-sepsi pelanggan adalah apa yang dinlsakan pelanggan terhaoap bengkel ini. I. Kualitas Layanan
Pertanyaan
a Tangibles Bengkel ABC memiliki peralatan modern i I r 2 Bengkel ABC memiliki fasilitas reparasi yang lengkap 3 Bengkel ABC menyediakan tempat parkir yang 1 memadahi I Bengkel ABC memiliki ruang tunggu yang nvaman Bengkel ABC memiliki ruangan dan toilet vang bersih I 5 16 I Penampilan karyawan rapi
I S;S I ~s 1~ I ~ I ~s I 1·
__J
I !
14 L
--
.
.~
.
, C--~_i
I.
I_-
_L_.~
~
__
~
_ _ -.J
b. Reliability I I i Karva\~an bengkel mengatasi masalah dengan cepat '___ : ___ ~~,_~.__ _ 2 rela.yanan bengkel tepat pada waktu sesuai dengan yang~+-J dijanjikan pada konsumen _-+_+--+_-l I 3 Karvawan bengkel mampu memenuhi apa yang diingillkan oleh kOllsumcn _ _ _. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ l - - L__ ~
L-~_
c. Resoonsivencss Karvawan tanggap dalam melavani konsumen I 2 Karyawan merespon permintaan konsumen dengan cepat "J Karvawan bersedia mcnjawab pertanyaan konsumen d ..-\ssurance I Karyawall memiliki keahlian dan pengetahuan yang baik dalam melayani kOllsumell 7 Karymvall sopan dalam melavani konsumen .," . Karyawan ramah dalam melavani konsumen Karvawan mampu meyakinkan konsumen 4 e. Emoathy Bengkel memberi perhatian terhadap kebutuhan [ I kOIlSllillen 7 Bellgkel berusaha mellciptakan dan menjalin hubungan baik dengan KonSlllllCIl "0' BellgKel memiliki citra yang baik dibenak konsumen
i ,
I !
I
1
I
I! I
I I
i i
Lampiran 1
II. Kepuasan Pelanggan
No Pertanyaan Anda puas dengan pelayanan yang diberikan oleh 1 Bengkel ABC Motor - AHASS Pelayanan yang diberikan Bengkel ABC Motor 2 AHASS sesuai dengan harapan Anda
STS
TS
N
S SS
Lampiran 2
Data Pribadi Pesponden No
Jenis Kelamin
Usia
Kunjungan
Penghasilan
Dim 3 Bin
No
Jenis Kelamin
Usia b
i
Kunjungan Pengh.sHan \ Dim 3 Bin
1
a
a
b
c
46
a
2
b
a
b
C
~7
b
b
b
I
C
3
a
a
b
c
~
a
c
c
:
c
b
a
c
c
~9
b
c
t---"--
a
b
4
f-~
f-__b~ __
6
b
7
b
a
b
--------c
a
c
c
t----------~
_ 51l _ - - b - - t-~b~ b b 51 52
a
b
b
a
I
c c
c I '
c
i i
a
-~---I
b
b
c
8
b
a
c
c
53
a
a
a
c
9
a
b
b
a
54
b
c
c
c
10
b
a
a
a
55
a
c
c
c
11
b
a
b
c
56
b
c
c
c
12
a
a
c
c
57
b
c
c
c
13
a
a
a
b
58
b
c
c
c
14
a
c
b
c
59
b
c
c
c
15
a
b
b
c
60
b
c
c
c
16
a
a
a
c
61
a
c
c
c
17
a
b
c
c
62
a
b
c
c
a
a
c
63
b
b
b
b
18
b
19
a
a
a
b
~
b
b
c
c
20
a
b
b
a
65
•
•
b
c
21
b
a
b
c
66
a
a
a
b
22
b
a
b
c
67
b
a
b
c
23
a
b
b
c
68
a
a
a
c
24
a
b
c
c
69
a
a
a
c
25
a
b
b
a
70
a
a
b
c
26
b
a
b
c
71
b
c
c
c
27
b
a
c
c
72
a
•
b
c
28
b
a
a
c
73
b
b
b
b
29
a
b
c
c
74
b
c
b
c
30
b
a
c
c
75
a
b
b
b
31
a
c
c
c
76
b
b
c
•
•
32
c
b
c
77
a
b
b
c
33
b
c
c
c
78
a
b
c
c
34
b
a
a
c
79
a
b
b
a
c
35
b
a
a
c
80
b
a
b
36
a
c
c
c
81
b
a
c
c
37
b
•
•
c
82
b
a
a
c
38
a
b
a
c
83
b
a
a
c
39
a
c
b
c
~
a
c
c
c
40
b
•
a
c
85
b
a
a
c
41
a
b
b
c
86
b
b
b
c
42
b
a
a
a
87
a
c
c
c
43
a
b
b
a
88
b
c
c
c
44
b
a
a
c
89
b
b
c
c
45
b
a
b
b
90
b
b
b
c
Lampiran 2 No
Jenis Kelamin
U~ia
Pe_gha,ila_
Kunjungan DIm 3 Bin
No
Jenis Kelamin
Usia
Pengbasilan
DIm 3 Bin
91
a
a
a
c
%
a
c
c
c
c
I 97
a
b
c
c
98
b
b
b
99
b
b
c
100
a
a
b
92
a
b
93
b
a
94
a
a
95
a
b
c
I
I
a
I
a
b
b
a
i
I
KunjuDgan
c I
,
b
c c
HASIL TANGGAPAN RESPONDEN MENGENAI KUALITAS LAYANAN DAN KEPUASAN PELANGGAN PADA PENGGUNA JASA. BENGKEL ABCAHASS SURABAYA PERNYATMN
No. Rest>. 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 38 39 40 41 42 43 44 45
1 2 3 1 5 4 3 2 4 1 1 2 2 1 2 2 5 5 4 5 4 4 2 2 5 4 2 3 5 2 2 3 3 5 4 2 5 4 2 3 2 3 3 2 2 5
2 5 2 4 4 2 5 4 2 3 4 4 5 4 2 5 2
5 2 3 5 5 3 5 5 4 5 4 5 5 4 4 2 2 5 5 3 3 4 5 5 5
2 3 4 4
3
5 4
3 2 2 5 5 3 3 2 5 3 2
2 5 2 5 5 3 5 5 5 5 2 4
5 4 5 3 4 4
2 2 3 5 3 3 4
5 5 5 2 2 4 4
4 5 5 2 1 4 1 2 3 3 2 1 2 2
2 2 2 2 3 3 3 4 4 3 4 3 4 4 4 1 4 4 3 3 4 2 1 2 4 3 5 5 1 2 5 1
5
8
5 2 5 4 5 4 5 2 3 2 3
4 2
5 2
4 5 5 2
3 4 4
4
3
2 2
1
4 4 4
3 2 5 4 4 4 3 5 4 3 5 3
2 5 2 5 3 2 5 3 5 5 4 3 5 5 3 3
2
2
3 2 2 4 5 3 2 5 5 5 5 2 2 2 2
3 4
4 4 5 4 3 4 5 5 5 1 3 3 3
Xl 4.33 3.00 3.33 3.00 3.50 3.83 3.83 2.67 2.67 2.50 3.17 3.17 2.17 1.83 3.83 2.83 4.33 3.33 3.00 4.50 4.17 3.83 4.00 3.83 3.83 4.17 3.83 4.50 2.83 3.00 3.50 2.67 3.00 4.00 4.00 3.17 2.83 3.83 4.33 4.50 4.67 1.83 2.33 3.33 ~Jl
1
2
3
4
2 5 3 5 3 4 2 4 3 2 2 4 3 3 2 4 4 2 2 2 2 4 4 3 4 4 4 5 3 3 3 2 3 4 2 3
5 5 5 5 4 4 2 5
4
5
2
3 2 3 2 3 3 3 4
4
5 2 4 4 2 5 5 2 2 3 4
2 4
5 2 2 5 5 5 4 4 5 3 2 3 4 4 3 3 5
5 5 2 5 5 4 4 2 2 4 3 2 5
3 3 5 2 3 3 3
4 3
4 3 5 3 5 4
4 4 5 5 4
5 2 2 5 3 4 3 3 2 3 5 5 4 3 4
X:! 3.67 Hi7 4.33 4.CO 3.E7 4.(.0 2.00 4.67 4.00 2.33 2.67 3.33 4.00 2.67 3.67 4.33 3.33 2.67 4.00 4.00 3.67 4.33 3.33 3.33 4.00 3.00 3.67 4.00 3.33 2.67 3.00 4.00 4.33 4.33 2.33 4.00 4.67 3.00 3.00 2.67 3.00 3.00 3.00 2.67 4.00
1 4 6 3 2 5 4 5 3 6 5 5 5 3 4 4 3 3 6 4 4 4 5 6 4 3 5
2 6 3 4 3 3 6 5 4 6 4
5 3 6
5 2
5 5 5
2
3
X3
1
4
3 3 4 5 3 3 4 4 3
3.67 4.33 3.67 3.67 4.00 4.00 3.67 3.33 4.00 3.67 4.33 3.67 3.67 3.00 4.33 4.00 3.00 4.00 3.00 4.33 2.67 4.33 4.67 4.00 4.00 3.33 2.67 4.33 3.00 3.67 3.00 2.33 4.00 3.67 4.67 3.67 3.67 3.00 4.33 4.33 4.33 2.33 4.33 4.00 3.00
4
2 4
4
6
2 5 2 4 2 4 2 2 4
3
4
4 4 4 5 2 3 3
3 4 3 4 3 5 5 2 3 3 4 2 5 4 4 5 3 4 3 3 4
3 2 4 3 5 3 3 2 5 2 5 2 4 3 2
3
4 3 4
2 4 4 4
3 2 5 2 3 4 4 4 2 2 4 3 3 3 2 2 3 5 2 4 2 5 5 3 3 4 4 2
2
3 3 3 5 4 5 4 4 2 5 2 4 2 4 2 5 2 2 2 5 5 4 2 3 2 3 5 4
3 5 5 1
5·
2 5 4
5 3 6 5 5 5 3 4
4 3 3 6 4 4 4 5 6 4 3 5 2 6 3 4 3 3 6 5 4 S 4
5 3 6 5 2 5 5 5
3
4
4 4
3 5
4 4 4 5
1
2
3 3
5 4 5 2 5 4 4 2 5 4
)4 1 3,~ ~ .. 415 2
2 4
3
X5
1
2
Y
1
:133
2
1
3
;~.OO
2;0 4.<Xl 3.15 4.50 2.15 3.75 3.15 3.<;0 3.15 3.75 3,;0 3.50 4.25 4.00 3.00 4.75 3.75 3.75 2.75 4.50 4.00 4.25 3.75 4.00 2.50 4.50 3.25 3.50 3.25 3.75 4.75 4.00 3.75 4.25 3.50 3.50 4.50 3.50 4.50 3.50 4.75 3.25
5
1
4 4 5 4
1 4 1
1
2 1 2 2
:167 3.00 3.33 3.67 3.67 1.67 1.67 2.33 2.67 3.33 1.67 2.33 3.67 4.33 4.00 333 2.67 4.67 4.67 4.33 4.00 4.33 5.00 4.67 3.33 4.33 3.00 4.00 3.67 3.33 3.00 4.67 4.33 3.67 2.33 3.33 4.33 4.00 4.00
2 2 4
2.00 200 3.00 4.50 3.00 400 4.50 4.50 3.00 4.50 2.00 3.00 5.00 3.50 2.00 3.50 5.00 2.50 4.00 4.50 4.00 3.50 2.00 3.00 5.00 4.50 4.50 3.00 3.50 2.00 3.00 2.00 5.00 2.00 3.00 5.00 4.50 2.00 4.00 5.00 4.00 3.00 2.00 4.50 2.00
3 4 3 4 4 3 5 5 5 3 2 3 5 3 4 3 4 3 2 3 5 3 4 4 4 5 5 5 4 3 2 4 4 3 3 5 4 4 5 3 2 5 4 4 4 3 5 4 3 5 3 5 4 2 5 5 2 2 5 5 5 2 4 5 4 3 2 .~ ~c~_
5 4 2 5 3 2 2 3 3 5 1 2 4 4
4 3 2 5 5 5 5 4 5 5 4 5 3 3 3 2 2 4 5
5 4 4 5 5
5 1
2 4 4
2 2
3 4 2 2 4 5 4
5 3 5 5 4 3 5 5 4 2 4 3 5 3 4 3 5 5 4 2 2 5 5 5 1 5 3 4
4
1
2 3 3 4 4 2 3 4 4 4
4 4 5 5
4 4 3 4 5 4 4 5 3 2 1 4 3 2 2 5
2,33
4 5 2
3.67 4.00 3.33
5 4 4 4 4 5 5 2 4 5 5 2 5 5 1 4 5 4 5 2 4
5 5 5 4 5 2 2 2 5 2 4 5 5 2 4 5
4 4 2 5 2
2
2 4 2 4 5 5 1
4
2 2 5 2 2
2 5 4 4 4 4 2 2 2 5 4 4 2 2 2 4 2 5
2 2 5 4 2 4 5 4 2 2 4 2
No. Resp.
46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72
73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90
PERNYATJ'AN
1
4 2 4 5 1 2 3 3 4 3 2 3 4 4 4 4 5 5 5 3 4
5 1 2 4 3 5 5 4 5 5 5
5 4 5 5 5 4 4 2 5 4 4 4 2
2 3 3 3 3
5
4
4
2 5 3 5 3 5 3 4 2 2 5
5 5 5 5
3 5 5 5 1 2 4 4
2 3 4 5 2 2 5 3 5 2 4
3 3 4
3 5 5 2 5 5
5
3 3
3 3
2
5 5 2 2 4 5 3 5 5 5 1 2 2 4 2 4 4
2 3 4 5 4
5 2 4
3
"
5
5
2
4
5
5 2 2 1 1 2 1 2 2 1 2 3 3 1 3 3 1 1 1
5 2
2 2 1 1 2 2 2 4 3 2 4 1
2 2 3 2 1 3
2 3 2 5 5
3
3 5 5 5
2 4 4 2
4
4
4 5 3 5 2 5 5 2
2 4 5 2 5 5 5 1 2 2 2 2 4 4 2 3 5 5 5 5 2 4 5 2 3 3 5 5 3 5 5
5
6 3 5 3 3 3 2 5 4
5 3 4
4 4 2 4 5 2 5 4 5 3 3 3 2 3 3 3 4 5 2 5 5 5 4 4 4 4 2 5 5 5 2 5 5 3
Xl 3.33 4.00 3.83 3.00 3.00 2.67 4.00 3.33 4.17 2.50 3.83 3.50 3.00 2.50 3.50 4.17 3.00 4.67 4.17 4.00 1.83 2.67 2.33 2.50 2.33 3.17 3.67 3.33 3.50 3.50 4.50 4.33 4.33 2.67 3.83 3.83 3.00 2.83 3.33 4.33 4.67 2.61 4.61 4.61 3.61
1 5 4 4 3 2 4 3 4 3 5 3 5 3 4 3 3 2 3 2 3 4 3 2 5 3 4
5 2 3 3 3 4 2 3 3 2 2 3 3 5 5 4 5 2 2
2 4 2 2 3 4 3 5 4 5 3 4 5 2 3 3 5 2 3 4 5 3 3 5 4 3 4 4 2 3 2 4 4
5 2 4 4 3 2 3 3 2 3 3 3 5
3
5 3 3 2 5 3 3 5 3 4 2 3 3 2 5 3 4 3 3 5 1 4 5 4 2 3 5 5 5 1 5 5 1 2 4 2
, ,
3 3
5 5 4 3 3
X;I 4.E'7 3.(0 3.C,() 2.E;? 3.67 3.33 3.67 4.33 3.67 4.00 3.00 4.33 2.67 3.00 3.67 3.67 2.67 3.00 3.00 4.33 2.67 3.33 4.00 4.33 2.67 3.67 4.67 3.00 3.67 2.00 4.00 4.33 2.67 2.33 367 2.67 2.00 2.67 3.00 3.00 4.00 4.00 4.00 267 3.33
1 5 2 4 2 5 3 3 1 5 5
2 3 2 5 3 3 3
6
2 4 2 3 3
3 4 3 4 3 3
4
3 5
3
5 3
3
3
1 1 5 6 1 2 4 3
5 5 1 4 4 3 3 <4
6
4
4 3 1 3 2 2 4 3 5 1 4 1 3 2 5 2 4 3
2 3 3 5 4 5 3 4 4 3 4 2 5 5 2 5 5 5
3 3 2 3 4 3 2 3 3 5 4 4 4 2 4
2 2 2 5 4
5 2 4 5 3 2 4 5 2 2 2 3 4 5 4
3 5 2 4 3 2 5 3 5 5 5
~3
3.67 2.00 4.00 3.00 3.67 2.67 3.33 2.33 5.00 4.00 4.00 3.67 2.67 3.33 3.00 3.33 2.67 3.67 3.33 3.67 2.67 4.67 3.33 2.67 3.00 3.67 5.00 2.67 2.67 2.00 3.67 3.33 4.00 3.67 3.33 4.67 2.00 4.00 2.00 3.33 4.00 3.33 4.00 4.67 4.33
1 4 3 2 5 5 1 3 5 5 4
2 5 4 2 4 5 4 5 5 4 4
4 5 5 4 5
2 5 5 4
4 5 5 4 2 5
5 5 5 2 3 4
2 5 2 4 2
5
3 3 1 5 5 6 3 4 3 4 3 3 3 1 1 5 6 1 2 4 3 6 4 3 1 3 2 2
3 2 5 3 3 3 4 3 5 3 2 4 2 3 3 5 3 3 5 5 1 4 4 3 3 4 4
2 3 3 5 4 5
4
3
3 5
4 4 3 4 2 5 5 2
1 4 1 3 2
~
5 2
~;
4 3
;:
3
5 5 5
4 5 4
5 5 5 5 5 2 3 4
5 3 4
3 5 4 2 4 3 3 5 3 4 2 3 3 5 2 3 4 3 4 5 4 2 5 2 3 3 3 2 5 2 5 1
)4
1
4.25 2.15 4)()
3 5 4
3,~ ~. 4.;0 2 3.lO 3
3.75 2.75 4,,g.. 4.00 3.'15 3.'15 3.50 2."5 4.00 4.25 3.00 3.75 3.50 3.25 3.75 4.25 3.50 3.00 3.50 3.75 4.25 3.25 3.50 3.00 3.75 3.75 4.25 3.75 2.75 4.75 2.75 4.00 2.75 3.25 3.00 4.00 2.75 4.00 3.50
3 3
r4.2. 4 4 2 4 2 5 5 5 4
5 2 4 2 2 3 4 3 2 4 3 5 4 5 2 3 4
2 4
3 3 3 2 3 3 2
2 2 5 4
3
X5
1
1
:~.OO
4
4
·k67 :!.67
2 5 5 5 5 2
4
3 2
4 3
3 3
3 3
3 2 4 4 3 2 2 5 4 5 5 5 2 4 3 2 3 3 3 2 2 2 5 4 5 3
2 1 2 4 4 4 2 3 5 2 4 5 3 5 4 5 5 4 2 3 2 3 3 2 2 5 4 2
4
4
5 5 2 2 5 3 3 3 3
5 1 2 5 3 4 3 2 4 3
L-.1-
:~.67
:!.OO 3.00 2.67 2.33 2.67 2.67 4.00 4.00 2.33 3.00 3.00 4.00 4.33 5.00 400 5.00 2.67 4.33 3.33 2.67 2.67 3.33 2.67 2.33 3.00 2.33 4.00 4.33 4.67 2.33 3.67 4.67 2.67 2.67 :1.33 3.67 3.33 2.67 2.67 3.33 2.67
4
4 5 4 4 2 5 5 2 5 4 2 4 5 4 4 4 5 5 2 1 5 4 5 4 2 2 5 2 4
4 1 4 4 1 4 4 5
2 1 2 2 5 5 5 4 2 2 5 4 1 1 2 4 2
5 4 2 2 4 4 4 2 2 5 1 5 4 1 5 2 1 1 2 4 2 4 4 2 2 4 4 2 5
Y
2.50 2.00 3.50 5.00 5.00 5.00 3.00 3.00 3.00 5.00 4.00 2.50 1.50
3.50 4.50 2.00 5.00 4.00 2.00 3.00 4.50 4.00 4.00 3.00 3.50 5.00 1.50 3.00 4.50 2.50 5.00 3.00 1.50 1.50
3.50 3.00 3.00 4.00 2.50 3.00 3.00 2.50 4.00 3.00 I 500_
No. Resp. 91 92 93 94 95 96 97 98 99 100 TotalNar MeanlVar
2 3 4 5 6 1 2 1 5 1 5 2 3 3 5 4 4 4 2 3 2 3 2 3 3 3 2 3 4 2 3 3 2 2 3 3 3 3 4 4 4 5 5 5 5 3 5 2 4 2 4 3 5 2 5 5 5 5 4 5 2 2 3 4 3 3 342 368 363 274 354 362 3.42 3.68 3.63 2.74 3.84 3.62 Xl: Tangibles X2: Reliability X3: Responsiveness X4: Assurance X5: Empathy Y: Kepuasan Pelanggan
Xl 2.67 3.83 2.50 2.83 2.67 3.83 4.17 3.33 4.83 2.83 2063 3.44
1 2 5
2 3 5 2 3 3 4 5 5 3 3 4 4 4 4 5 5 2 2 4 3 3 5 2 4 5 5 5 4 2 353 325 364 3.53 3.25 3.64
X2 3.00 3.67 4.67 3.33 4.00 4.00 3.00 3.33 4.67 3.67 1042 3.47
PERNYATAAN 1 2 3 X3 4 4 3.33 2 5 4 3 4.00 5 4 5 4.67 2 2 2.67 4 4 4 3 3.67 3 3 3 3.00 2 3 4 3.00 4 3 3 3.33 5 3 3.67 3 4 4 2 3.33 374 354 337 1065 3.74 3.54 3.37 3.55
1 4 2 4 5 1 2 3 3 4 3 361
3.1l1
3 4 4 5 5 4 4 5 4 5 4 2 2 4 4 2 3 1 3 3 1 2 2 4 3 5 1 3 4 4 2 374 354 369 ~.7~ 3.54 3.69 2
2
X4 3.75 3.75 4.50 3.25 2.75 2.25 2.25 3.00 3.25 3.25 1458 3.65
1 1 3 2 4
2 2 3 2 2
3 4
3 3 4
2 4 4 5 4 4 3 3 3 3 3 5 3 3 4 2 3 3 340 347 321 3.4 3.47 3.21
X5 2.33 3.00 2.33 3.33 3.33 433 300 367 3.33 2.67 1008 3.36
1 2 4 5 2 2 5 4 5 4 5 2 4 4 5 5 5 4 1 4 5 4 380 315 3.8 3.15
Y 4.50 2.00 4.50 4.50 3.50 400 500 450 2.50 4.50 895 3.46
Tangibles ****** Method 1
(space saver) will be used for this analysis ******
R ELI A B I LIT Y
A NA
~
Y SIS
S CAL E
(A L P H A)
Item-total Statistics
TANG1 TANG2 TANG 3 TANG 4 TANG 5 TANG 6
Scale Mean if Item Deleted
Scale Variance if Item Deleted
17.9700 17.5900 17.6000 18.3500 17.7600 17.6800
24.4940 21.3353 20.5253 22.3106 19.8206 20.8259
Corrected ItemTotal Correlation
Alpha
if Item Deleted
.2964 .6782 .7163 .4357 .7634 .7396
.8560 .7785 .7689 .8319 .7573 .7661
Reliability Coefficients N of Cases Alpha =
100.0 .8237
N of Items
6
Reliability ~~****
~
Method
ELI
I:'='::1~total
K
1
(space
LIT Y
D
R:::'~IA3
A N A L Y SIS
if Item Deleted
Scale Variance i f Item Deleted
7.2600 7.4400 7.2000
3.3863 3.7842 3.2525
Scale
BE~IA2
will be used for this analysis
(p~
L P H A)
Correcteci !>.lpha if Item Deleted
Item-
Total Correlation .4939 .4182 .5680
.5817 .6753 .4821
Reliability Coefficients 100.0
N of Cases
Alpha
*~****
Statistics l·'!ean
BELIAl
save~)
.6786
N of Items
3
Responsiveness *W**W*
Method 1 (space saver) will be used for this analysis
R ELI A B
Item-total
LIT
I
I
S CAL E
Item ;)eleted
Scale Variance if Item Deleted
7.1200 7.4700 7.5700
4.8541 4.6355 4.7324
Scale ~-
Corrected ItemTotal Correlation
F~lpha
if Item Deleted
.5345 .7384 .7155
.8731 .6541 .6782
Reliability Coefficients 100.0
N of Cases Alpha =
(A L ? H A)
~ta~istics
~ean
RESPONl RESPON2 RESPON3
ANP~LYSIS
*+w***
.8077
N of Items
3
Assurance ****** Method 1 (space saver) will be used for this analysis **-***
R ELI A _ I
~
= T Y
}-IN?~LYSIS
seA L ~
Item-total Statistics
AS SURAN 1 ASSURAN2 ASSURAN3 ASSURAN4
Scale Mean if It:em Delel.ed
Scale Variance if Item Deleted
11. 7600 11.4300 11. 7600 11.4300
7.1741 7.1567 7.3560 7.2173
Corrected ltemTotal Correlation
p~lphc.
if Iterr. Delet:ed
.4697 .4490 .5814 .5768
.6915 .7063 .6291 .6290
Reliability Coefficients N
of Cases
Alpha
~
100.0
.7246
N of Items
4
Empathy ••• * •• Method 1 (space saver) will be used for this analysis * •• **.
R ELI A
~
I
D
I T Y
A N A L Y SIS
seA L .r..,
(A L P H AI
Item-total Statistics Mean if Item Deleted
Scale Variance if Item Deleted
7.2700 7.1700 7.4600
4.5021 4.0819 4.7560
Scale
EHPH1 EMPH2 EMPH3
Corrected ItemTotal Correlation
Alpha if Item Deleted
.6262 .4324 .7897
.5324 .6912 .4022
Reliability Coefficients
100.0
N of Cases Alpha
=
.7145
N of Items
3
Kepuasan Pelanggan ****** Method 1 (space saver) will be used for this analysis
R ELI A E I LIT Y
AN.n.L:SI:::J
S CAL E
*ww*w*
(A L P H .n..)
Item-total Statistics
PUAS1 PUAS2
Scale Mean if Item Deleted
Scale "\lariance if Item Deleted
3.5300 3.9100
1.6456 1.3959
Corrected ItemTotal Correlation
Alpha if Item Deleted
.6116 .6116
Reliability Coefficients 100.0
N of Cases
Alpha
=
.7574
N of Items
2
Regression Variables Entered/Removed b
Model 1
Variables Entered Empathy, Tangibles, Reliability,
Variables Removed
Method
Enter
Responsiv~ness,
Assurance a. All requested variables entered. b. Dependent Variable: Kepuasan Pelanggan
Model Summary
Model 1
R .822a
R Square .676
Adjusted R Square .659
Std. Error of the Estimate .3470
a, Predictors: (Constant). Empathy. Tangibles. Reliability. Responsiveness. Assurance
Model 1
Regression Residual Total
Sum of Squares 23.662 11.316 34.978
F
Mean Square 4.732 .120
df
5
94
Sig.
39.311
.000"
99
a. Predictors: (Constant). Empathy. Tangibles. Reliability. Responsiveness. Assurance b. Dependent Variable: Kepuasan Pelanggan
Coefficients"
I Model
1
(Constant) Tangibles Reliability Responsiveness Assurance Emoathv
Unstandardlzed Coefficients Std. B Error ,296 .913 .116 .041 .172 .036 .175 .046 .166 .043 .139 .052
a. Dependent Variable: Kepuasan Pelanggan
Standardiz ed Coefficient s Beta .180 .318 .241 .288 .204
Correlations t 3.083 2.824 4.783 3.778 3.843 2.690
Sig. .003 .006 .000 .000 .000 .008
Zeroorder .414 .595 .422 .642 .617
Partial .280 .442 .363 .369 .267
Part .166 ,281 .222 .225 .158
Lampiran 7
Tabel Harga Kritis dari r product momement
N
Kepercayaan
Kepercayaan
Kepercayaan
Kepercayaan
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
95% ·0.997 0.950 0.878 0.811 0.754 0.707 0.666 0.632 0.602 0.576 0.553 0.532 0.514 0.497 0.482 0.468 0.456 0.444 0.433 0.423 0.413 0.404 0.396 0.388 0.381 0.374 0.367 0.361 0.355 0.349 0.344 0.839 0.334 0.329
99% 0.999 0.990 0.959 0.917 0.874 0.874 0.798 0.765 0.735 0.708 0.684 0.661 0.641 0.623 0.606 0.590 0.575 0.561 0.549 0.537 0.526 0.515 0.505 0.496 0.487 0.478 0.470 0.463 0.456 0.449 0.442 0.436 0.430 0.424
95% 0.320 0.316 0.312 0.308 0.304 0.301 0.297 0.294 0.291 0.288 0.284 0.281 0.297 0.266 0.254 0.244 0.235 0.227 0.220 0.213 0.207 0.202 0.195 0.176 0.159 0.148 0.138 0.113 0.098 0.088 0.080 0.074 0.070 0.065
99% 0.413 0.408 0.403 0.396 0.393 0.389 0.384 0.380 0.276 0.372 0.368 0.364 0.361 0.345 0.330 0.317 0.306 0.296 0.286 0.278 0.270 0.263 0.256 0.23 0.21 0.194 0.181 0.148 0.128 0.115 0.105 0.097 0.091 0.086
,
38 39 40 41 42 43 44 45 46 47 48 49 50 55
60 65 70 75 80 85 90 95 100 125 150 175 200 300
400
500 600 700 800 900
Lampiran8
Tabel Nilai Kritis Distribusi F TabelillA Nilai-Nilai F pada Taraf Signifikansi 5 % dan 1 % d.b. daTi Mean Kwadrad yang Lebih Besar d.b.
1 2 3 4 5 6 7 8 9 10 11 12 13 14
1 161 4.052 18.51 98.49 10.13 34.12 7.71 21.20 6.61 16.26 5.99 13.74 5.59 12.25 5.32 11.26 5.12 10.55 4.96 10.04 4.84 9.65 4.75 9.33 4.67 9.07 4.60 8.86
2 200 4.999 19.00 99.00 9.55 30.82 6.94 18.00 5.79 13.27 5.14 10.92 4.47 9.55 4.46 5.65 4.26 8.02 4.10 7.56 3.98 7.20 3.88 6.93 3.80 6.70 3.74 6.51
3 21.6 5.403 19.16 19.17 9.28 29.46 6.59 16.69 5.41 12.06 4.76 9.78 4.35 8.45 4.07 7.59 3.86 6.99 3.71 6.55 3.59 6.22 3.49 5.95 3.41 5.74 .3.34 5.56
4 225 5.625 19.25 99.25 9.12 28.71 6.39 15.98 5.19 11.39 4.53 9.15 4.12 7.85 8.84 7.01 3.63 6.42 3.48 5.99 3.36 5.67 3.26 5.41 3.18 5.20 3.11 5.03
5 230 5.764 19.30 99.30 9.01 28.24 6.26 15.52 5.05 10.97 4.39 8.75 3.97 7.46 3.69 6.63 3.48 6.06 3.33 5.64 3.20 5.32 3.11 5.06 3.20 4.86 2.96 4.69
6 234 5.859 19.33 99.33 8.94 27.91 6.16 15.21 4.95 10.67 4.28 8.47 3.87 7.19 3.58 6.37 3.37 5.80 3.22 5.39 3.09 5.07 3.00 4.82 2.92 4.62 2.85 4.46
7 237 5.928 19.36 99.34 8.88 27.67 6.09 14.98 4.88 10.45 4.21 8.26 3.79 7.00 3.50 6.19 3.29 5.62 3.14 5.21 3.01 4.88 2.92 4.65 2.84 4.44
2.n 4.28
8 239 5.981 19.37 99.36 8.84 27.49 6.04 14.80 4.82 10.27 4.15 8.10 3.73 6.84 3.44 6.03 3.23 5.47 3.07 5.06 2.95 4.74 2.85 4.50 2.77 4.30 2.70 4.14
9 241 6.022 19.38 99.38 8.81 27.34 6.00 14.66 4.78 10.15 4.10 7.98 3.68 6.71 3.39 5.91 3.18 5.35 3.02 4.95 2.90 4.63 2.80 4.39 2.72 4.19 2.65 4.03
10 242 6.056 19.39 99.40 8.78 27.23 5.96 14.54 4.74 10.05 4.06 7.87 3.63 6.62 3.34 5.82 3.13 5.26 2.97 4.85 2.86 4.54 2.76 4.30 2.67 4.10 2.60 3.94
11 243 6.082 19.40 99.41 8.76 27.13 5.93 14.45 4.70 9.96 4.03 7.79 3.60 6.54 3.31 5.74 3.10 5.18 2.94 4.78 2.82 4.46 2.72 4.22 2.63 4.02 2.56 3.86
Sumber : Nyoman Arcana"Pengantar Statistik II, Surabaya : FE Universitas Katolik Widya Mandala Surabaya.
12 244 6.06 19.41 99.42 8.74 27.05 5.91 14.37 4.68 9.89 4.00 7.72 3.57 6.47 3.28 5.67 3.07 5.11 2.91 4.71 2.79 4.40 2.69 4.16 2.60 3.96 2.53 3.80
5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1% 5% 1%
Lampiran 9
Tabel Nilai-Nilai t Tarat signifikansi d.b.
50%
1 ~QOO 0.816 2 3 0.765 0.741 4 0.727, 5 r---~
40% 1.376 1.061 0.978 0.941 0.920 ..
-----~.-
~--
-
20% 3.078 1.886 1.638 1.533 1.476
10% 6.314 2.920 2.353 2.132 2.015
5% 12.706 4.303 3.182 2.776 2.571
2% 31.821 6.965 4.541 3.747 3.365
1% 63.657 9.925 5.841 4.604 4.032
0% 636.69 31.598 12.941 8.61 6.859
6 7 8 9 10
0.718 0.771 0.706 0.703 0.700
0.906 0.896 0.889 0.883 0.879
1.44 1.415 1.397 1.383 1.372
1.943 1.895 1.860 1.833 1.812
2.447 2.365 2.306 2.262 2.228
3.143 2.998 2.896 2.821 2.764
3.707 3.499 3.355 3.250 3.169
5.959 5.405 5.041 4.781 4.587
11 12 13 14 15
0.697 0.695 0.694 0.692 0.691
0.8l6 0.873 0.670 0.868 0.866
1.363 1.336 1.35 1.345 1.341
1.796 1.782 1.771 1.761 1.753
2.201 2.12 2.110 2.101 2.093
2.718 2.681 2.65 2.624 2.602
3.106 3.055 3.012 2.977 2.947
4.437 4.318 4.221 4.14 4.073
16 17 19 20
0.690 0.689 0.688 0.688 0.687
0.865 0.863 0.862 0.861 0.860
1.337 1.333 1.330 1.325 1.325
1.746 1.74 1.734 1.729 1.725
2.080 2.074 2.069 2.064 2.060
2.583 2.567 2.552 2.539 2.528
2.921 2.808 2.861 2.845 2.831
4.015 3.965 3.922 3.883 3.85
21 22 23 24 25
0.686 0.686 0.685 0.685 0.684
0.859 0.858 0.858 0.857 0.856
1.323 1.321 1.319 1.318 1.316
1.721 1.717 1.714 1.711 1.708
2.056 2.052 2.048 2.045 2.042
2.518 2.508 2.500 2.492 2.485
2.831 2.819 2.807 2.797 2.787
3.819 3.792 3.767 3.745 3.725
26 27 28 29 30
0.684 0.684 0.683 0.683 0.683
0.856 0.855 0.855 0.854 0.854
1.315 1.314 1.313 1.311 1.310
1.706 1.703 1.701 1.699 1.697
2.056 2.052 2.048 2.045 2.042
2.479 2.473 2.467 2.462 2.457
2.779 2.771 2.763 2.756 2.750
3.707 3.690 3.674 3.659 3.646
40
0.681
0.851
1.303
1.684
2.021
2.432
2.704
3.551
60
0.679
0.848
1.296
1.671
2.000
2.39
2.66
3.46
120
0.677 .
0.845
1.289
1.658
1.980
2.358
2.617
3.373
co
0.674
0.842
1.282
1.645
1.960
2.326
2.567
3.291
18
Sumber : Nyoman Arcana"Pengantar Statistik II, Sura bay a : FE Universitas Katolik Widya Mandala Surabaya.
