LAMPIRAN 1
KUESIONER PENELITIAN
Kepada Yth. Bapak/Ibu/Saudara Di Tempat Dengan Hormat, Kuesioner ini ditujukan membantu pengumpulan data penelitian guna menyusun tesis yang berjudul “Pengaruh Program Pemasaran Terhadap Kepuasan Dan Loyalitas Nasabah Kredit Mikro Bank BJB Cabang Bandar Lampung”. Yang merupakan salah satu syarat bagi peneliti untuk dapat menyelesaikan studi program S2 Jurusan Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Lampung. Untuk itu saya memohon kesedian Bapak/Ibu/Saudara untuk bersedia meluangkan waktunya untuk mengisi kuesioner ini. Atas perhatian dan bantuannya saya ucapkan terima kasih.
Hormat Saya,
Shafitranata NPM. 1321011051
A. PROFIL RESPONDEN 1. Nama Responden
:
2. Jenis Kelamin
:
3. Usia
:
21-30 Tahun
30-39 Tahun
> 41 Tahun
4. Lama jadi nasabah
:
1 Tahun
2 Tahun
3 Tahun
5. Jenis Usaha
:
B. Pengaruh Program Pemasaran Terhadap
Kepuasan Dan Loyalitas
Nasabah Kredit Mikro Bank BJB Cabang Bandar Lampung. Penulis ingin mendapatkan kesan atau penilaian anda terhadap Pengaruh Program Pemasaran Terhadap Kepuasan Dan Loyalitas Nasabah Kredit Mikro Bank BJB Cabang Bandar Lampung. Cara Pengisian Jawaban
:
Berilah tanda Check List (v) pada jawaban yang sesuai dengan kondisi anda. Keterangan : Jawaban sangat tidak setuju = STS =
1
Jawaban tidak setuju
= TS
=
2
Jawaban netral
=N
=
3
Jawaban setuju
=S
=
4
Jawaban sangat setuju
= SS
=
5
C. PROGRAM PEMASARAN Produk (X1) Item Pertanyaan Jenis produk kredit yang ditawarkan beragam yaitu (kredit mikro, kredit umum, kredit usaha rakyat)
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
Memberikan dampak positif terhadap kredit yang telah diterima Harga (X2) Item Pertanyaan Tingkat suku bunga dapat bersaing dengan lembaga keuangan bank dan lembaga keuangan non bank Kesesuaian biaya provisi dengan nominal kredit yang didapatkan Kesesuaian biaya assuransi dengan jaminan yang diagunkan Kesesuaian biaya notaris dengan nominal kredit dan agunan Promosi (X3) Item Pertanyaan Brosur dan iklan dipasang menarik Frekuensi penayangan iklan di media elektronik cukup baik Kepercayaan konsumen terhadap promosi dari mulut ke mulut Tempat (X4) Item Pertanyaan Kesan terhadap tempat dan penampilan Bank BJB Tersedianya halaman parkir dan keamanan
Orang/Karyawan (X5) Item Pertanyaan Kepedulian karyawan dalam memberikan pelayanan
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
Kerapian karyawan Keramahan karyawan dalam melayani nasabah Proses (X6) Item Pertanyaan Proses pengajuan sampai realisasi kredit tidak membutuhkan waktu yang lama Kemudahan dalam pembayaran angsuran kredit Bukti Fisik (X7) Item Pertanyaan Tingkat kebersihan dan kenyamanan Bank BJB Tingkat kebersihan toilet Suhu ruangan, alunan musik/siaran TV, dan penerangan yang memadai Kepuasan Nasabah (Y1) Kepuasan pada produk Item Pertanyaan Kepuasan nasabah pada produk kredit mikro Bank BJB.
Kepuasan pada kualitas layanan Item Pertanyaan Kepuasan konsumen pada bukti fisik, kelengkapan produk dan perilaku karyawan Bank BJB. Kepuasan konsumen lokasi dan tempat dalam memberikan pelayanan.
Kepuasan pada spesifikasi produk Item Pertanyaan Kepuasan konsumen pada biaya yang dikeluarkan untuk mendapatkan produk. Kepuasan konsumen pada kemudahan dalam mendapatkan produk.
STS
TS
N
S
SS
STS
TS
N
S
SS
Loyalitas Nasabah (Y2) Niat untuk melakukan pembelian ulang Item Pertanyaan Niat nasabah untuk menambah nominal kredit atau top up plafon kredit pada Bank BJB
Niat untuk mengatakan hal-hal positif tentang perusahaan kepada orang lain Item Pertanyaan Niat untuk mengatakan hal-hal positif tentang perusahaan kepada orang lain.
STS
TS
N
S
SS
N
S
SS
N
S
SS
Niat untuk merekomendasikan perusahaan kepada orang lain Item Pertanyaan Niat merekomendasikan kepada seseorang yang membutuhkan informasi.
STS
TS
Niat untuk mengajak keluarga atau teman untuk memilih Bank BJB sebagai penyalur kredit mikro. Niat memberikan informasi personal kepada perusahaan Item Pertanyaan Niat pelanggan untuk memberikan informasi personal tentang kinerja produk/jasa Niat pelanggan untuk memberikan saran-saran untuk perbaikan produk/jasa.
STS
TS
LAMPIRAN 2 Data Jawaban Responden No x1.1 x1.2 x2.1 1 2 2 3 2 4 4 4 3 5 5 3 4 4 4 4 5 4 5 4 6 4 5 4 7 4 5 3 8 5 3 4 9 4 4 4 10 4 4 3 11 5 5 5 12 5 4 4 13 5 4 4 14 4 5 4 15 5 4 5 16 4 5 4 17 4 5 4 18 4 4 4 19 4 4 4 20 4 4 4 21 3 4 4 22 4 4 4
x2.2 3 4 4 4 4 4 4 4 4 4 5 4 5 5 4 3 4 4 4 4 4 4
x2.3 3 4 3 3 4 5 4 4 4 4 5 4 5 4 4 4 4 4 4 4 4 4
x2.4 3 4 4 4 4 4 4 4 4 4 5 4 5 5 4 3 4 4 4 4 4 4
x3.1 2 4 4 4 5 4 4 3 4 3 4 5 5 4 4 5 4 4 4 4 4 4
x3.2 3 4 3 4 4 4 4 4 4 4 5 4 4 4 5 4 4 4 4 4 4 4
x3.3 3 4 4 3 4 4 4 5 4 4 5 4 4 4 5 4 4 4 4 4 4 4
x4.1 3 4 4 3 4 4 4 4 4 4 4 4 4 5 4 5 4 4 4 4 3 4
x4.2 3 4 4 3 4 3 3 4 4 4 4 4 4 5 5 4 4 4 4 4 3 4
x5.1 3 4 4 3 4 4 4 3 4 4 4 4 5 5 5 4 4 3 4 5 5 4
x5.2 4 5 4 4 5 4 4 4 4 4 4 5 5 5 5 5 5 4 4 5 4 4
x5.3 3 4 4 3 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4
23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48
4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 5 4 4 4 5 4 4 4 5 5 4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 3 4 3 4 4 4 4 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 3 4 4 3 4 4 4 3 4 3 4 4 4 3 4 4 4 4 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4
4 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4 3 5 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 3 4 3 4 4 4 4 3
4 4 4 3 4 4 4 4 3 4 4 3 3 3 4 3 3 4 3 4 4 4 4 4 4 4
4 4 4 4 4 5 4 4 4 5 4 4 4 5 4 4 4 5 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4
4 4 5 4 4 4 4 4 4 5 4 4 5 4 4 4 4 4 4 4 4 4 4 5 4 4
4 5 5 5 5 4 4 4 4 5 4 4 5 5 4 5 4 5 4 5 4 5 4 5 4 4
4 4 5 4 4 5 4 4 4 5 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4
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
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 5 4 4 4 3 3
4 4 4 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 5 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 3 4 4 4 5 4 4 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 3 3
4 4 4 4 3 4 4 4 3 4 4 4 4 3 4 4 4 4 3 4 5 4 4 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 5 4 3 5 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 3 4 4 4 5 4 4 4 3 3
4 4 4 4 4 4 4 4 4 4 3 4 3 3 3 4 4 3 3 4 5 4 3 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 3 4 3 4
4 4 3 3 3 4 3 3 3 3 3 3 3 4 3 4 4 4 3 4 5 4 3 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 3 3 3 3
5 4 4 5 5 4 4 5 4 4 4 4 5 4 4 4 4 4 3 4 5 4 3 4 4 4
5 4 4 4 5 4 5 5 5 4 4 4 5 4 4 4 5 4 4 5 5 4 3 5 4 3
75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100
3 3 3 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4
3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4
4 3 4 4 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4
4 4 4 4 4 4 4 3 3 3 3 4 4 4 4 4 4 4 4 4 3 3 3 3 3 3
4 4 4 4 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4
3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4
4 3 4 4 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4
4 3 3 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 4 4 3 4 4 4 4
4 3 3 4 4 4 4 4 4 4 4 4 4 5 4 4 4 5 4 4 4 4 4 4 4 4
4 3 3 4 4 4 4 4 4 4 4 4 4 3 4 4 3 4 4 4 3 3 3 4 4 4
3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4
3 4 3 4 5 5 5 4 4 4 5 5 5 4 4 4 5 4 4 4 4 4 4 4 4 5
3 2 3 4 5 4 4 5 4 4 5 5 4 5 4 4 4 5 4 4 4 3 4 4 4 4
No. x6.1 x6.2 x7.1 x7.2 x7.3 Y1.1 Y1.2 Y1.3 Y1.4 Y1.5 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5 Y2.6 1 3 3 3 3 3 2 4 4 2 3 3 4 4 3 3 4 2 4 4 5 4 5 4 5 5 4 4 4 5 5 4 4 4 3 4 4 4 3 3 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 3 3 3 4 4 3 3 3 4 4 3 3 5 4 4 4 4 4 5 4 5 4 4 5 4 5 4 4 4 6 4 4 4 4 4 4 4 3 4 4 4 4 3 4 4 4 7 4 4 4 3 4 5 5 5 4 4 5 5 5 4 4 4 8 3 4 4 4 4 2 4 4 3 3 2 4 4 3 3 4 9 4 3 5 3 4 4 4 4 5 4 4 4 4 5 4 4 10 4 4 4 3 4 4 4 4 3 4 4 4 4 3 4 4 11 4 4 5 5 5 5 4 4 4 4 5 4 4 4 4 4 12 4 4 5 4 5 4 4 4 4 4 4 4 4 4 4 4 13 5 5 4 5 4 5 5 5 5 5 5 5 5 5 5 5 14 5 4 4 5 5 5 5 5 4 5 5 5 5 4 5 5 15 5 4 5 4 5 5 4 4 4 5 5 4 4 4 5 4 16 4 4 5 5 5 5 5 5 4 4 5 5 5 4 4 4 17 4 4 4 4 4 3 4 4 4 4 3 4 4 4 4 4 18 3 4 4 4 4 4 4 3 4 3 4 4 3 4 3 3 19 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 20 5 4 4 5 4 4 4 4 5 5 4 4 4 5 5 5 21 5 4 4 3 3 4 4 3 4 5 4 4 3 4 5 4 22 4 4 4 3 4 2 4 2 4 4 2 4 2 4 4 4 23 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 24 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 25 5 4 4 4 4 4 4 4 4 5 4 4 4 4 5 4
26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
4 4 4 4 4 4 5 4 4 5 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4
4 4 4 4 4 4 4 5 4 5 4 4 4 4 5 4 4 4 4 4 5 5 4 5 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4
4 3 3 3 3 4 4 4 3 4 4 4 3 4 5 4 4 3 4 3 5 4 3 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4
4 4 5 4 4 4 5 4 4 4 5 4 4 4 5 4 5 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 3 5 4 4 4 5 4 4 4 4 4 4 4
4 4 4 3 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 5 4 4 4 5 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 5 4 4 5 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4
4 4 5 4 4 4 5 4 4 4 5 4 4 4 5 4 5 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 3 5 4 4 4 5 4 4 4 4 4 4 4
4 4 4 3 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 5 4 4 4 5 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4
4 4 4 4 4 4 5 4 4 5 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 5 4 4 4 4 4
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
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 3 3 3 3 3 3 3
4 5 4 4 5 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 3 2 3 4 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 5 3 3 4 3 3 4 3 3
4 3 3 4 4 4 3 3 4 3 3 3 3 3 3 3 4 5 3 3 4 3 3 4 3 3
4 4 4 4 4 4 4 4 4 4 3 4 3 4 3 3 4 4 3 3 4 3 3 3 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 3 3 3 3 3 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 3 4 4 3 3 4 4 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 3 4 4 3 3 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 3 3 3 3 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 3 3 3 3 3 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 3 3 3 3 3 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 3 4 4 3 3 4 4 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 3 4 4 3 3 4 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 3 3 3 3 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 3 3 3 3 3 3 3
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 3 4 3 4 4 3 3 4
78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4
4 4 4 4 4 4 4 4 4 4 3 4 4 5 4 4 4 4 2 3 4 4 4
4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 3 4 4 4 4
3 3 3 3 3 3 3 3 4 4 3 4 4 3 4 4 3 4 4 4 3 3 4
4 4 4 4 4 4 4 4 4 3 3 5 4 4 4 4 4 4 3 3 4 4 4
4 4 4 4 4 4 4 4 4 4 3 4 4 4 5 4 4 4 4 3 4 4 4
4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 3 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 3 4 4 4 5 4 4 4 3 3 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4
4 4 4 4 4 4 4 4 4 4 3 4 4 4 5 4 4 4 4 3 4 4 4
4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 3 4 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4
4 4 4 4 4 4 4 4 4 4 3 4 4 4 5 4 4 4 3 3 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4
4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4
LAMPIRAN 3 DAFTAR NASABAH AKTIF KREDIT MIKRO BANK BJB No.
Nama
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
Achmad Krisna Udaya Adhitia Mulawarman Adi Irawan Adnan Hasyim Ali Sutejo Andre Hendrawan Apriadi Arif Gunawan Aripudin Arya Fonda Asmawati Bambang Suprianto Bambang Sutrisno Chandra Adfa Damayanti Darningsih Deby Oktaviany Dedeh Kurniasih Devi Andri Djumari E Supriyatno Edah Emalya Emiliana Febrina Erwin S Garmono Hanifah Harie Sutomo Helen Drawahyuni Hendri Febrianto Heri Rukmana Heru Setiawan Ida Susanti Hasniaty Anwar Taufik H Bestari
Jenis Usaha Klontongan Pakaian Jadi Klontongan Klontongan Klontongan Toko Komputer Roti Bakar Material Sabut Kelapa Laundry Bengkel & Bakso Klontongan Hp & Accesoris Klontongan Jual Buah Klontongan Jual Pakaian Isi Ulang Air Minum Rumah Makan Padang Klontongan Karet Pakan Burung Jual Sayur Klontongan Toko Mainan Klontongan Kantin Reparasi Electronic Pakaian Jadi Klontongan Laundry Rongsok Accesoris Wanita Material Klontongan
Jangka Waktu 24 Bulan 36 Bulan 24 Bulan 36 Bulan 36 Bulan 36 Bulan 24 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 24 Bulan 36 Bulan 24 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 48 Bulan 36 Bulan 36 Bulan 24 Bulan 36 Bulan
Plafon Kredit Rp20,000,000 Rp30,000,000 Rp10,000,000 Rp50,000,000 Rp30,000,000 Rp90,000,000 Rp10,000,000 Rp50,000,000 Rp500,000,000 Rp50,000,000 Rp75,000,000 Rp100,000,000 Rp90,000,000 Rp100,000,000 Rp17,000,000 Rp20,000,000 Rp25,000,000 Rp120,000,000 Rp80,000,000 Rp30,000,000 Rp25,000,000 Rp90,000,000 Rp60,000,000 Rp210,000,000 Rp50,000,000 Rp10,000,000 Rp40,000,000 Rp50,000,000 Rp50,000,000 Rp30,000,000 Rp40,000,000 Rp50,000,000 Rp80,000,000 Rp50,000,000 Rp400,000,000
36 37 38 39 40 41 42 43 44 45 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
Ismail Marzuki Iwan Supriadi Jojo Sukarjo Joko Priyatno Khodijah Maristina Mas'ud Muhayatsyah My Dedi Prinando Novrianta Dem Nurdahlia Ponidi Wijaya Redi Ferdiansyah Refiana Reni Damayanti Ricky Nelson Rio Gunawan Risdianto Riswan Delfi Fitrianto Roby Hermawan Roly Finangon Rubiyati Rudi Sumanto Salmansyah Samsu Zainul Siswandi Solmah Soson Suwarsono Sri Huliawati Sri Iriani Sugiana Sugiyanto Sukarman Sumiati Binti Tasuma Sumiati Supiah Supriyanto Suryo Raharjo Sutrisno Suwarjono Suyanto
Klontongan Alat Listrik Bubur Ayam Klontongan Klontongan Alat Rumah Tangga Rumah Makan Alat Listrik & Bengkel Jual Listrik Pakaian & Accesoris Klontongan Klontongan Bengkel & Accesoris Klontongan Klontongan Laundry Jual Beli Singkong Pengepul Kopi Rongsok Accesoris Mobil Klontongan Klontongan Jual Beli Ayam Accesoris Mobil Sabut Kelapa Jual Beli Mobil Klontongan Jual beli Herbal Kantin Kontrakan Jual Kue Klontongan Jual Bubur Penjahit Jual beli ikan segar Klontongan Bengkel Alat rumah tangga Rongsok Meubel Klontongan
24 Bulan 36 Bulan 60 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 24 Bulan 36 Bulan 36 Bulan 36 Bulan 24 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 24 Bulan 24 Bulan 60 Bulan 36 Bulan 36 Bulan 24 Bulan 36 Bulan 24 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 24 Bulan
Rp25,000,000 Rp30,000,000 Rp60,000,000 Rp75,000,000 Rp20,000,000 Rp75,000,000 Rp75,000,000 Rp20,000,000 Rp40,000,000 Rp50,000,000 Rp80,000,000 Rp10,000,000 Rp80,000,000 Rp50,000,000 Rp50,000,000 Rp60,000,000 Rp250,000,000 Rp20,000,000 Rp150,000,000 Rp40,000,000 Rp50,000,000 Rp30,000,000 Rp100,000,000 Rp50,000,000 Rp150,000,000 Rp75,000,000 Rp200,000,000 Rp10,000,000 Rp10,000,000 Rp60,000,000 Rp50,000,000 Rp50,000,000 Rp10,000,000 Rp50,000,000 Rp30,000,000 Rp30,000,000 Rp100,000,000 Rp80,000,000 Rp100,000,000 Rp50,000,000 Rp20,000,000
77 78 79 80 81 82 83 84 85 86 87 88 89
Suyitno Tati Mulyawati Tri Susilo Trias Juandansyah Triyanto Uniyati Yani Yanti Yudiana Yuliardi Yunani Farianti Zainudin Zulfidah Arifin
Rongsok Klontongan Klontongan Ternak Ayam Petelur Jual Ayam Klontongan Accesoris Wanita Klontongan Jasuke Pakaian Jadi ATK & Foto Copy Klontongan Pakaian Jadi
36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 24 Bulan 36 Bulan 60 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan
Rp140,000,000 Rp20,000,000 Rp10,000,000 Rp50,000,000 Rp25,000,000 Rp25,000,000 Rp10,000,000 Rp220,000,000 Rp150,000,000 Rp100,000,000 Rp30,000,000 Rp50,000,000 Rp100,000,000
DAFTAR NASABAH NON AKTIF KREDIT MIKRO BANK BJB No. 1 2 3 4 5 6 7 8 9 10 11
Nama Abi Darda Ansori Asnawati Asta Putra Wibowo Arie Fauzi Handali Junny Herman Saputra M Yunus Maman Kurmana Mugi Sugiono
Jenis Usaha Bengkel Mobil Rongsok Jual Buah Jual Daging Segar Klontongan Klontongan Klontongan Percetakan Jual Beli Telur & Ternak Kontrakan Pakaian & Accesoris HP
Jangka Waktu 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 36 Bulan 60 Bulan 36 Bulan 60 Bulan 36 Bulan
Plafon Kredit Rp25,000,000 Rp100,000,000 Rp25,000,000 Rp100,000,000 Rp250,000,000 Rp25,000,000 Rp100,000,000 Rp250,000,000 Rp140,000,000 Rp50,000,000 Rp90,000,000
LAMPIRAN 4
Hasil Uji Regresi Program Pemasaran terhadap Kepuasan Nasabah b
Variables Entered/Removed Variables Entered
Model 1
Variables Removed
Method
Bukti Fisik, Harga, Proses, Tempat, Produk, Karyawan, a Promosi
. Enter
a. All requested variables entered. b. Dependent Variable: Kepuasan Nasabah Model Summary Model 1
R
Adjusted R Square
R Square a
.849
.720
Std. Error of the Estimate
.699
.99503
a. Predictors: (Constant), Bukti Fisik, Harga, Proses, Tempat, Produk, Karyawan, Promosi b
ANOVA Model 1
Sum of Squares Regression Residual Total
df
Mean Square
234.622
7
33.517
91.088
92
.990
325.710
99
F
Sig.
33.853
a
.000
a. Predictors: (Constant), Bukti Fisik, Harga, Proses, Tempat, Produk, Karyawan, Promosi b. Dependent Variable: Kepuasan Nasabah a
Coefficients Unstandardized Coefficients Model 1
B (Constant)
Std. Error 2.557
1.395
Produk
.561
.171
Harga
-.060
.096
Promosi
-.113
.163
Tempat
.178
Karyawan
Standardized Coefficients Beta
t
Sig.
1.833
.070
.256
3.283
.001
-.046
-.623
.535
-.066
-.696
.488
.173
.077
1.029
.306
.338
.138
.230
2.450
.016
Proses
.699
.196
.328
3.563
.001
Bukti Fisik
.334
.114
.238
2.934
.004
a. Dependent Variable: Kepuasan Nasabah
Hasil Uji Regresi Kepuasan Nasabah terhadap Loyalitas Nasabah b
Variables Entered/Removed Variables Entered
Model
Variables Removed
Method
a
1
Y1
. Enter
a. All requested variables entered. b. Dependent Variable: Y2
Model Summary Model
R a
1
Adjusted R Square
R Square
.980
.961
Std. Error of the Estimate
.960
.39883
a. Predictors: (Constant), Y1
b
ANOVA Model 1
Sum of Squares Regression Residual Total
df
Mean Square
382.121
1
382.121
15.589
98
.159
397.710
99
F
Sig.
2.402E3
a
.000
a. Predictors: (Constant), Y1 b. Dependent Variable: Y2 a
Coefficients Unstandardized Coefficients Model 1
B
Std. Error
(Constant)
2.316
.439
Y1
1.083
.022
a. Dependent Variable: Y2
Standardized Coefficients Beta
t
.980
Sig.
5.280
.000
49.013
.000
Lampiran 5 Hasil Uji Validitas Program Pemasaran (X)
Correlations X1 X1
Pearson Correlation
X2 **
1 .473
Sig. (2-tailed) N X2
X3
X4
.000 100
100
**
1
Pearson Correlation .473 Sig. (2-tailed)
.000
N
100
100
**
**
Pearson Correlation .644
X6
X7
_X
.000 100 **
.637
100
100 **
.292
100
100
**
1 .543
.543
100 **
.000
.000
100
100
100
100
100
**
**
**
1 .529
.000 100
100
**
1
.529
100
100
100
100
**
**
**
**
.451
.771
Sig. (2-tailed)
.000
.000
.000
.000
.000
N
100
100
100
100
100
**
**
**
**
**
N
100
Pearson Correlation .757
.000 100 **
.694
.000 100 **
.856
**
.856
.000
**
.651
.651
.000
100
.540
.540
.000
.000 .547
.547
N
.000
**
**
.000
Sig. (2-tailed)
100 .694
100
.000
.449
**
**
.003
Pearson Correlation .549
100 .449
100
.000
.378
**
**
Sig. (2-tailed)
Pearson Correlation .534
100 .378
100
**
Pearson Correlation .470
**
.000
100
100
N
100 .292
.000
**
.757
.000
**
.002
**
.000
**
.549
.000
100
.000
100 .301
.000
**
.534
.000
**
Sig. (2-tailed)
.000
**
.470
TOTAL_ X
X7
.003
100
.301
**
.512
X6
.002
N
Pearson Correlation .512
X5
.000
.000
.599
.000 100 **
.704
.539
.000 100 **
.768
.451
.000 100 **
.771
.599
.000 100 **
.539
**
.704
.000 100 **
.768
.000
.000
.000
100
100
100
1
**
.504
**
.763
.000
.000
100
100
100
**
1
.504
.000 100 **
.763
**
.812
.000 100
100
**
1
.812
Sig. (2-tailed)
.000
.000
.000
.000
.000
.000
.000
N
100
100
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2tailed).
**
.644
.000
**
TOTAL
.637
X4
Sig. (2-tailed)
**
X5
X3
100
Hasil Uji Validitas Kepuasan Nasabah (Y1) Correlations Y1.1 Y1.1
Pearson Correlation
Y1.2 1
Sig. (2-tailed) N Y1.2
Pearson Correlation Sig. (2-tailed) N
Y1.3
Y1.4
Y1.5
Pearson Correlation
**
.398
.398
100 **
.486
.000
100
100
100
100
100
1
**
**
**
.571
.000 100
100
1
.168
100 **
.168
.258
100
Sig. (2-tailed)
.000
.010
.094
N
100
100
100
**
**
**
N Pearson Correlation
100 **
.867
.010
**
**
.000
.258
100 .571
100
.614
.354
.000 100 **
.669
.257
.010 100 **
.663
.354
.000 100 **
.257
**
.669
.000 100 **
.663
.094
.010
.000
100
100
100
1
**
.572
**
.710
.000
.000
100
100
100
**
1
.572
.000 100 **
.710
**
.765
.000 100
100
**
1
.765
Sig. (2-tailed)
.000
.000
.000
.000
.000
N
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
**
.867
.000
N
Pearson Correlation
.614
.000
.000
.592
.592
Total_Y1 **
.000
.000
Pearson Correlation
Y1.5 **
.000
.000 .486
Y1.4 **
Sig. (2-tailed)
Sig. (2-tailed)
Total_Y1
100
Y1.3 **
100
Hasil Uji Validitas Loyalitas Nasabah (Y2)
Correlations Y2.1 Y2.1
Pearson Correlation
Y2.2 1
Sig. (2-tailed) N Y2.2
Y2.3
Pearson Correlation
Y2.6
100
100
**
1
.415
N
100
100
**
**
Pearson Correlation
Pearson Correlation
.508
.000 100 **
.548
.571
Y2.4 **
.508
.000 100 **
.571
Y2.5 **
.548
.000 100 **
.277
100
100
.184
**
1
.067 100
100
.184
1
100
100
100
**
**
**
**
.257
.569
Sig. (2-tailed)
.000
.000
.010
.000
N
100
100
100
100
**
**
**
**
N Pearson Correlation
100 **
.827
.000 100 **
.690
.270
.007 100 **
.651
.419
.000 100 **
.691
.257
.010 100 **
.569
.270
.007 100 **
.419
**
.651
.000 100 **
.691
.000
.000
.000
100
100
100
1
**
.607
**
.785
.000
.000
100
100
100
**
1
.607
.000 100 **
.785
**
.684
.000 100
100
**
1
.684
Sig. (2-tailed)
.000
.000
.000
.000
.000
.000
N
100
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
**
**
100
.000
100 .690
100
**
.456
**
100
N
.361
100 .456
100
.067
Pearson Correlation
**
.000
.000
100
.354
100 .354
.000
**
.827
.000
.005
.605
.000
.361
.000
.000
Pearson Correlation
.605
Total_Y2 **
.005
.000 .277
Y2.6 **
.000
Sig. (2-tailed)
Sig. (2-tailed)
Total_Y2
.000
.000
N
Y2.5
.415
Sig. (2-tailed)
Sig. (2-tailed)
Y2.4
Y2.3 **
100
Lampiran 6 Hasil Uji Realibitas Program Pemasaran, Variabel Produk (X1) Reliability Scale : ALL VARIABLES Case Processing Summary N Cases
%
Valid
100 a
Excluded Total
100.0
0
.0
100
100.0
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.656
2
Item Statistics Mean X1 X2
Std. Deviation
3.9800 4.0600
.44902 .50891
N 100 100
Item-Total Statistics Scale Mean if Item Deleted X1 X2
Scale Variance if Corrected ItemItem Deleted Total Correlation
4.0600 3.9800
.259 .202
Cronbach's Alpha if Item Deleted a
.492 .492
. a .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings. Scale Statistics Mean 8.0400
Variance .685
Std. Deviation .82780
N of Items 2
Hasil Uji Realibitas Program Pemasaran, Variabel Harga (X1) Reliability Scale : ALL VARIABLES Case Processing Summary N Cases
Valid
% 100
a
Excluded Total
100.0
0
.0
100
100.0
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.850
4
Item Statistics Mean X2.1 X2.2 X2.3 X2.4
Std. Deviation
3.8700 3.9400 3.7900 3.9400
.41815 .37118 .49838 .37118
N 100 100 100 100
Item-Total Statistics Scale Mean if Item Deleted X2.1 X2.2 X2.3 X2.4
Scale Variance if Corrected ItemItem Deleted Total Correlation
11.6700 11.6000 11.7500 11.6000
1.233 1.131 1.058 1.131
Cronbach's Alpha if Item Deleted
.559 .834 .606 .834
.863 .756 .861 .756
Scale Statistics Mean 15.5400
Variance 1.928
Std. Deviation 1.38841
N of Items 4
Hasil Uji Realibitas Program Pemasaran, Variabel Promosi (X3) Reliability Scale : ALL VARIABLES Case Processing Summary N Cases
Valid
% 100
100.0
0
.0
100
100.0
a
Excluded Total
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.630
3
Item Statistics Mean X3.1 X3.2 X3.3
Std. Deviation
3.9400 3.8900 3.8000
.48866 .39937 .49237
N 100 100 100
Item-Total Statistics Scale Mean if Item Deleted X3.1 X3.2 X3.3
Scale Variance if Corrected ItemItem Deleted Total Correlation
7.6900 7.7400 7.8300
.559 .659 .526
Cronbach's Alpha if Item Deleted
.418 .441 .469
.563 .540 .487
Scale Statistics Mean 11.6300
Variance 1.104
Std. Deviation 1.05078
N of Items 3
Hasil Uji Realibitas Program Pemasaran, Variabel Tempat (X4) Reliability Scale : ALL VARIABLES Case Processing Summary N Cases
%
Valid
100 a
Excluded Total
100.0
0
.0
100
100.0
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.625
2
Item Statistics Mean X4.1 X4.2
Std. Deviation
4.0200 3.7700
.40151 .50960
N 100 100
Item-Total Statistics Scale Mean if Item Deleted X4.1 X4.2
Scale Variance if Corrected ItemItem Deleted Total Correlation
3.7700 4.0200
.260 .161
Cronbach's Alpha if Item Deleted a
.467 .467
. a .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Scale Statistics Mean 7.7900
Variance .612
Std. Deviation .78232
N of Items 2
Hasil Uji Realibitas Program Pemasaran, Variabel Karyawan (X5) Reliability Scale : ALL VARIABLES Case Processing Summary
N Cases
Valid
% 100
a
Excluded Total
100.0
0
.0
100
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics Cronbach's Alpha
N of Items
.674
3
Item Statistics Mean X5.1 X5.2 X5.3
Std. Deviation
3.9500 4.3100 4.1000
.47937 .54486 .55958
N 100 100 100
Item-Total Statistics Scale Mean if Item Deleted X5.1 X5.2 X5.3
Scale Variance if Corrected ItemItem Deleted Total Correlation
8.4100 8.0500 8.2600
.830 .735 .800
Cronbach's Alpha if Item Deleted
.533 .529 .412
.530 .522 .684
Scale Statistics Mean 12.3600
Variance 1.526
Std. Deviation 1.23517
N of Items 3
Hasil Uji Realibitas Program Pemasaran, Variabel Proses (X6) Reliability Scale : ALL VARIABLES Case Processing Summary
N Cases
%
Valid
100 a
Excluded Total
100.0
0
.0
100
100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics Cronbach's Alpha
N of Items
.611
2
Item Statistics Mean X6.1 X6.2
Std. Deviation
3.9500 3.9900
.47937 .52214
N 100 100
Item-Total Statistics Scale Mean if Item Deleted X6.1 X6.2
Scale Variance if Corrected ItemItem Deleted Total Correlation
3.9900 3.9500
.273 .230
Cronbach's Alpha if Item Deleted a
.442 .442
. a .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Scale Statistics Mean 7.9400
Variance .724
Std. Deviation .85067
N of Items 2
Hasil Uji Realibitas Program Pemasaran, Variabel Bukti Fisik (X7) Reliability Scale : ALL VARIABLES Case Processing Summary N Cases
Valid
% 100
91.7
9
8.3
109
100.0
a
Excluded Total
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.735
3
Item Statistics Mean X7.1 X7.2 X7.3
Std. Deviation
4.0000 3.5800 3.8900
.42640 .63850 .51040
N 100 100 100
Item-Total Statistics Scale Mean if Item Deleted X7.1 X7.2 X7.3
Scale Variance if Corrected ItemItem Deleted Total Correlation
7.4700 7.8900 7.5800
.938 .766 .812
Cronbach's Alpha if Item Deleted
.660 .441 .645
.576 .844 .548
Scale Statistics Mean 11.4700
Variance 1.666
Std. Deviation 1.29064
N of Items 3
Hasil Uji Realibitas Variabel Kepuasan Nasabah (Y1) Reliability Scale : ALL VARIABLES Case Processing Summary N Cases
Valid
% 100
91.7
9
8.3
109
100.0
a
Excluded Total
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.790
5
Item Statistics Mean Y1.1 Y1.2 Y1.3 Y1.4 Y1.5
Std. Deviation
3.9500 3.9900 3.9400 3.9400 3.9500
.60927 .41427 .46753 .46753 .47937
N 100 100 100 100 100
Item-Total Statistics Scale Mean if Item Deleted Y1.1 Y1.2 Y1.3 Y1.4 Y1.5
Scale Variance if Corrected ItemItem Deleted Total Correlation
15.8200 15.7800 15.8300 15.8300 15.8200
1.745 2.456 2.385 2.304 2.189
Cronbach's Alpha if Item Deleted
.729 .510 .475 .541 .614
.693 .770 .779 .760 .737
Scale Statistics Mean 19.7700
Variance 3.290
Std. Deviation 1.81384
N of Items 5
Hasil Uji Realibitas Variabel Loyalitas Nasabah (Y2) Reliability Scale : ALL VARIABLES Case Processing Summary N Cases
Valid
% 100
84.7
18
15.3
118
100.0
a
Excluded Total
a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha
N of Items
.815
6
Item Statistics Mean Y2.1 Y2.2 Y2.3 Y2.4 Y2.5 Y2.6
Std. Deviation
3.9600 3.9900 3.9400 3.9500 3.9500 3.9400
.58465 .41427 .46753 .43519 .47937 .37118
N 100 100 100 100 100 100
Item-Total Statistics Scale Mean if Item Deleted Y2.1 Y2.2 Y2.3 Y2.4 Y2.5 Y2.6
Scale Variance if Corrected ItemItem Deleted Total Correlation
19.7700 19.7400 19.7900 19.7800 19.7800 19.7900
2.421 3.043 3.016 3.002 2.739 3.137
Cronbach's Alpha if Item Deleted
.689 .555 .482 .548 .661 .564
.761 .791 .806 .792 .767 .791
Scale Statistics Mean 23.7300
Variance 4.017
Std. Deviation 2.00431
N of Items 6
