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PENGARUH KUALITAS PELAYANAN TERHADAP
KEPUASAN KONSUMEN TURINDO TOUR & TRAVEL
CABANG SUTOMO YOGYAKARTA
Oleh:
Reza Okita
14052230
PROGRAM STUDI MANAJEMEN
FAKULTAS EKONOMI
UNIVERSITAS MERCU BUANA
YOGYAKARTA
2017
PENGARUH KUALITAS PELAYANAN TERHADAP
KEPUASAN KONSUMEN TURINDO TOUR & TRAVEL
CABANG SUTOMO YOGYAKARTA
SKRIPSI
Diajukan Kepada :
Fakultas Ekonomi Universitas Mercu Buana Yogyakarta
Sebagai salah satu syarat untuk mencapai derajat
Sarjana Strata Satu (S1)
Oleh:
Reza Okita
14052230
PROGRAM STUDI MANAJEMEN
FAKULTAS EKONOMI
UNIVERSITAS MERCU BUANA
YOGYAKARTA
2017
iii
iv
v
vi
HALAMAN MOTTO
“shine like the whole universe is yours”
-Rumi-
vii
Persembahan
for my Hubby and Mama..
viii
KATA PENGANTAR
Puji dan syukur penulis panjatkan kepada Allah SWT atas karunia dan
rahmat-Nya penulis dapat menyelesaikan skripsi yang berjudul “Pengaruh
Kualitas Pelayanan Terhadap Kepuasan Konsumen Turindo Tour & Travel
Cabang Sutomo Yogyakarta”. Penulisan skripsi ini merupakan persyaratan untuk
mencapai jenjang Sarjana Strata Satu (S1) Program Studi Manajemen Universitas
Mercu Buana Yogyakarta. Selama penulisan skripsi ini banyak pihak yang turut
memberikan bantuan dan masukan – masukan kepada penulis. Untuk itu, pada
kesempatan ini penulis mengucapkan terimaksih kepada :
1. Bapak Drs. Raswan Udjang, M.Si selaku Dekan Fakultas Ekonomi
Universitas Mercu Buana Yogyakarta.
2. Bapak Drs. Subarjo, M.Si selaku Kaprodi Fakultas Ekonomi
Universitas Mercu Buana Yogyakarta.
3. Ibu Dra. Sumiyarsih, M.M selaku Pembimbing dan Dosen Universitas
Mercu Buana Yogyakarta yang telah memberikan bimbingan dan
arahan dalam penulisan skripsi ini.
4. Segenap dosen dan karyawan Jurusan Manajemen Fakultas Ekonomi
Universitas Mercu Buana Yogyakarta.
5. Suami penullis Akhmad Mufid Baehaqi & orangtua atas segala
dukungan dan doanya.
Semoga rahmat Allah SWT selalu tercurah atas segala kebaikan yang
diberikan seluruh pihak kepada penulis. Akhir kata penulis menyadari bahwa
skripsi ini masih banyak hal yang masih dibenahi, baik dalam penyajian, materi,
pembahasan dan lainnya. Oleh karena itu, kritik dan saran sangat membantu
dalam penulisan ini.
Yogyakarta, 24 Mei 2017
Penulis,
Reza okita
ix
DAFTAR ISI
Halaman Judul ......................................................................................... i
Persetujuan Skripsi ......................................................................................... iii
Pengesahan Skripsi ......................................................................................... iv
Pernyataan ......................................................................................... v
Halaman Motto ......................................................................................... vi
Persembahan ......................................................................................... vii
Kata Pengantar ......................................................................................... viii
Daftar Isi ......................................................................................... ix
Daftar Tabel ......................................................................................... xv
Daftar Gambar ......................................................................................... xvii
BAB I PENDAHULUAN ................................................................................ 1
A. Latar Belakang Masalah ................................................................ 1
B. Batasan Masalah ............................................................................ 8
C. Rumusan Masalah ......................................................................... 9
D. Tujuan Penelitian .......................................................................... 10
E. Manfaat Penelitian ......................................................................... 11
F. Sistematika Penulisan Skripsi ........................................................ 12
BAB II TINJUAN PUSTAKA ........................................................................ 14
A. Landasan Teori .............................................................................. 14
1. Pemasaran Jasa ..................................................................... 14
a. Pengertian Pemasaran ...................................................... 14
b. Pengertian Manajemen Pemasaran .................................. 16
c. Pengertian Jasa ................................................................. 17
x
d. Pengertian Pemasaran Jasa .............................................. 18
e. Karakteriktik dan Klasifikasi Jasa ................................... 20
2. Kualitas Layanan .................................................................. 23
a. Pengertian Layanan .......................................................... 23
b. Kualitas Jasa .................................................................... 25
c. Dimensi Kualitas Layanan ............................................... 26
3. Kepuasan Konsumen ............................................................ 33
a. Pengertian Konsumen ...................................................... 33
b. Pengertian Kepuasan Konsumen ..................................... 34
4. Mengukur Kepuasan Pelanggan ........................................... 35
a. Sistem keluhan dan saran ................................................. 35
b. Survei kepuasan pelanggan .............................................. 36
c. Ghost shopping ................................................................ 37
d. Lost customer analysis ..................................................... 37
B. Hasil Penelitian Terdahulu ............................................................ 37
C. Kerangka Pikir............................................................................... 39
D. Perumusan Hipotesis ..................................................................... 41
BAB III METODOLOGI PENELITIAN......................................................... 42
A. Lokasi dan Waktu Penelitian ........................................................ 42
B. Variabel Penelitian dan Definisi Operasional ............................... 42
1. Variabel Penelitian ............................................................... 42
a. Variabel Independent (X) ................................................ 42
b. Variabel Dependent (Y) ................................................... 42
2. Definisi Operasional Variabel .............................................. 43
a. Bukti Fisik ........................................................................ 43
xi
b. Kehandalan ...................................................................... 43
c. Daya Tanggap .................................................................. 44
d. Jaminan ............................................................................ 44
e. Empati .............................................................................. 45
f. Kepuasan Konsumen (Y) ................................................. 45
C. Pengukuran Variabel Penelitian .................................................... 46
D. Populasi dan Sampel Penelitiaan .................................................. 47
1. Populasi ................................................................................ 47
2. Sampel .................................................................................. 47
E. Metode Pengumpulan Data ........................................................... 48
1. Penelitian Lapangan (Field Research) ................................. 48
a. Observasi .......................................................................... 48
b. Wawancara ...................................................................... 49
c. Kuesioner ......................................................................... 49
2. Penelitian Kepustakaan (Library Research) ......................... 49
F. Jenis dan Sumber Data................................................................... 49
1. Data Primer ........................................................................... 50
2. Data Sekunder ...................................................................... 50
G. Uji Instrumen Pengumpulan Data ................................................. 50
1. Uji Validitas.......................................................................... 50
2. Uji Reliabilitas ...................................................................... 51
H. Metode Analisis Data .................................................................... 52
1. Analisis Kualitatif ................................................................. 53
a. Statistik Deskirptif ........................................................... 53
2. Analisis Kuantitatif ............................................................... 54
xii
a. Uji Asumsi Klasik ............................................................ 55
1). Uji Normalitas ........................................................... 55
2). Uji Multikolonieritas ................................................. 55
3). Uji Heteroskedastisitas .............................................. 56
I. Analisis Regresi Linear Berganda .................................................. 56
J. Uji Hipotesis ................................................................................... 57
1. Uji Parsial ............................................................................. 57
2. Uji F ...................................................................................... 60
3. Koefisien Determinasi (R2) .................................................. 62
BAB IV GAMBARAN UMUM OBJEK AMATAN ...................................... 63
A. Gambaran Umum Perusahaan ....................................................... 63
1. Sejarah Singkat Perusahaan .................................................. 63
2. Visi dan Misi Perusahaan ..................................................... 64
a. Visi Perusahaan ................................................................ 64
b. Misi Perusahaan ............................................................... 65
c. Motto Perusahaan ............................................................. 65
3. Logo Perusahaan .................................................................. 65
4. Struktur Organisasi Perusahaan ............................................ 66
B. Mananjemen Operasional atau Produksi ....................................... 69
BAB V HASIL ANALISIS DAN PEMBAHASAN ....................................... 73
A. Uji Validitas dan Reliabilitas ........................................................ 73
1. Uji Validitas.......................................................................... 73
2. Uji Reliabilitas ...................................................................... 74
B. Hasil Penelitian ............................................................................. 75
1. Karakteristik Responden ...................................................... 75
xiii
a. Karasteristik Responden Berdasarkan Usia ..................... 76
b. Karasteristik Responden Berdasarkan Jenis
Kelamin ............................................................................ 77
c. Karasteristik Responden Berdasarkan Dari Mana
Memperoleh Informasi Tentang Turindo Tour & Travel
Cabang Sutomo Yogyakarta ............................................ 78
d. Karasteristik Responden Berdasarkan Faktor Apakah
Yang Paling Dipertimbangkan Dalam Memilih Turindo
Tour & Travel Cabang Sutomo Yogyakarta .................... 79
2. Analisis Deskripsi Variabel Penelitian ................................. 79
a. Analisis Jawaban Responden Terhadap Variabel Bukti
Fisik (X1) ......................................................................... 81
b. Analisis Jawaban Responden Terhadap Variabel
Kehandalan (X2) .............................................................. 82
c. Analisis Jawaban Responden Terhadap Variabel
Daya Tanggap (X3) .......................................................... 84
d. Analisis Jawaban Responden Terhadap Variabel
Jaminan (X4) ................................................................... 86
e. Analisis Jawaban Responden Terhadap Variabel
Empati (X5) ...................................................................... 87
f. Analisis Jawaban Responden Terhadap Variabel
Kepuasan Konsumen (Y) .................................................. 89
3. Pengujian Asumsi Klasik ..................................................... 91
a. Uji Multikolinearitas ........................................................ 91
b. Uji Heterokedastisitas ...................................................... 92
xiv
c. Uji Normalitas .................................................................. 93
d. Uji Autokorelasi ............................................................... 94
4. Analisis Regresi Berganda ................................................... 95
5. Pengujian Hipotesis .............................................................. 98
a. Uji t .................................................................................. 98
b. Uji F ................................................................................. 101
c. Koefisien Determinasi (R2) .............................................. 102
C. Pembahasan ................................................................................... 103
BAB VI KESIMPULAN DAN SARAN ......................................................... 110
A. Kesimpulan ................................................................................... 110
B. Saran ......................................................................................... 111
DAFTAR PUSTAKA
LAMPIRAN
xv
DAFTAR TABEL
Tabel III.1 Skala Penilaian Kuesioner Variabel X ........................................... 46
Tabel III.2 Skala Penilaian Kuesioner Variabel Y ........................................... 46
Tabel III.3 Pembagian Kelas Analisis Destriptif Mean ................................... 54
Tabel V.1 Uji Validitas Instrumen ................................................................... 73
Tabel V.2 Hasil Uji Realibilitas ....................................................................... 75
Tabel V.3 Karasteristik Responden Berdasarkan Usia .................................... 76
Tabel V.4 Karasteristik Responden Berdasarkan Jenis Kelamin .................... 77
Tabel V.5 Karasteristik Responden Berdasarkan Dari Mana Memperoleh
Informasi Tentang Turindo Tour & Travel Cabang Sutomo
Yogyakarta ....................................................................................... 78
Tabel V.6 Karasteristik Responden Berdasarkan Faktor Apakah Yang
Paling Dipertimbangkan Dalam Memilih Turindo
Tour & Travel Cabang Sutomo Yogyakarta ................................... 79
Tabel V.7 Pembagian Kelas Analisis Destriptif Mean .................................... 80
Tabel V.8 Indikator Variabel Bukti Fisik ........................................................ 81
Tabel V.9 Indikator Variabel Kehandalan ....................................................... 83
Tabel V.10 Indikator Variabel Daya Tanggap ................................................. 84
Tabel V.11 Indikator Variabel Jaminan ........................................................... 86
Tabel V.12 Indikator Variabel Empati ............................................................. 88
Tabel V.13 Indikator Variabel Kepuasan Konsumen ...................................... 89
Tabel V.14 Uji Multikolinearitas ..................................................................... 92
Tabel V.15 Uji Autokorelasi ............................................................................ 95
Tabel V.16 Uji Interaksi Regresi Berganda ..................................................... 96
xvi
Tabel V.17 Uji F ......................................................................................... 102
Tabel V.18 Koefisien determinasi.................................................................... 103
xvii
DAFTAR GAMBAR
Gambar I.1 Jumlah Perjalanan Wisatawan Nusantara dan Total
Pengeluaran, Tahun 2001 - 2014 .............................................. 3
Gambar I.2 Perkembangan Wisatawan Nasional Tahun 2011 - 2016 ......... 4
Gambar II.1 Kerangka Pikir .......................................................................... 40
Gambar IV.1 Struktur Perusahaan .................................................................. 64
Gambar IV.2 Logo Perusahaan ...................................................................... 65
Gambar V.1 Uji Heterokedastisitas ............................................................... 93
Gambar V.2 Uji Normalitas .......................................................................... 94
DAFTAR PUSTAKA
Abdul, Majid. 2009. Perencanaan Pembelajaran. Bandung: PT Remaja Rosda
karya.
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Rineka Cipta.
Atmaja, Aditama. 2011. Analisis Pengaruh Kualitas Pelayanan Terhadap
Kepuasan Pelanggan (Studi Pada Tiket Garuda Di Pt Falah Fantastic
Tour Travel Bogor). Skripsi. Semarang: Universitas Diponegoro.
Bernadine. 2005. “Analisis Pengaruh Kualitas Layanan terhadap Kepuasan
Pelanggan Studi Kasus pada Rumah Makan Pondok Laras di Kelapa Dua,
Depok”. Jurnal Ekonomi Perusahaan.
Buchari Alma. 2009. Manajemen Pemasaran dan Pemasaran Jasa. CV Alvabeta:
Bandung.
Fandy, Tjiptono, 2000 .Manajemen Jasa , Andy, Yogyakarta.
Fandy,Tjiptono. 2006. Manajemen Jasa. Andi, Yogyakarta.
Fandy,Tjiptono. 2014. Pemasaran Jasa. Jakarta: Gramedia Cawang.
Ghozali, Imam, 2006. Aplikai Analisis Multivarite dengan SPSS, Cetakan
Keempat, Badan Penerbit Universitas Diponegoro, Semarang.
Ghozali, Imam. 2011. “Aplikasi Analisis Multivariate Dengan Program SPSS”.
Semarang: Badan Penerbit Universitas Diponegoro.
Ginting, Paham dan Syafrizal Helmi Situmorang, 2008. Filasafat Ilmu dan
Metode Riset, Usu Press, Medan.
Hardiyati, Ratih. 2010. Analisis Pengaruh Kualitas pelayanan Terhadap
Kepuasan Konsumen Menggunakan Jasa Penginapan (Villa) Agrowisata
Kebun Teh Pagilaran. Skripsi. Semarang: Universitas Diponegoro.
Hasan. 2006. “Pengaruh Kualitas Jasa Bank Syariah Terhadap Kepuasan
Nasabah pada Bank Muamalat Indonesia Cabang Semarang”. Jurnal
Ekonomi dan Bisnis.
Hurriyati, Ratih, 2005. Bauran Pemasaran dan Loyalitas Konsumen, Alfabeta,
Bandung.
Hurriyati, Ratih. (2010). Bauran Pemasaran dan Loyalitas Konsumen. Bandung:
ALFABETHA
Indranata, Iskandar, 2008, Pendekatan Kualitatif untuk Penendalian Kualitas,
Jakarta, Penerbit Universitas Indonesia press.
J. Supranto, 2006, Pengukuran Tingkat Kepuasan Pelanggan : Untuk Menaikkan
Pangsa Pasar, Jakarta, Rineka Cipta
Juliandi, Azuar. 2013. Metodologi Penelitian Kuantitatif untuk Ilmu- Ilmu Bisnis.
Medan: M2000.
Kotler, Philip. 2007. Manajemen Pemasaran. Jakarta : PT. Indeks
Kotler, Philip; Armstrong, Garry, 2008. Prinsip-prinsip Pemasaran, Jilid 1,
Erlangga, Jakarta.
Kotler, Philip. 2009. Manajemen Pemasaran. Jakarta : Erlangga
Lolita, Erni. 2005. Analisis Faktor-Faktor Kepuasan Konsumen (Studi Kasus
Usaha Makanan Mie Khas Aceh Titi Bobrok. Skripsi. Departemen
Manajemen, Fakultas Ekonomi, USU.
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Penerbit Salemba Empat.
Notoatmodjo, Soekidjo. 2005. Metodologi Penelitian Kesehatan. Jakarta: Rineka
Cipta.
Putri, Dwi Lana. 2015. Pengaruh Kualitas Pelayanan Terhadap Kepuasan
Pelanggan Kentucky Fried Chicken, Medan. Skripsi, Fakultas Ilmu Sosial
Dan Ilmu Politik, Universitas Sumatera Utara
Ratminto dan Winarsih Atik Septi.(2005). Manajemen Pelayanan. Yogyakarta :
Penerbit Pustaka Pelajar
Ratnasari, Ririn,Tri & Aksa, Mastuti. 2011. Manajemen Pemasaran Jasa. Edisi
Pertama, Bogor : Penerbit Ghalia Indonesia.
Sari, Kumala. 2007. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan
Konsumen Restoran Es Teller 77 Cabang Plaza Medan Fair. Skripsi.
Departemen Manajemen, Fakultas Ekonomi, USU
Simamora, Henry. (2007). Manajemen Pemasaran Internasional Jilid II Edisi 2.
Jakarta : PT Rineka Cipta.
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Pemimpim Perusahaan Organisasi. Jakarta: Alex Media Komputindo
Sugiyono. 2010. Metode Penelitian Pendidikan Pendekatan Kuantitatif, kualitatif,
dan R&D. Bandung: Alfabeta.
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Alfabeta.
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Dan R&D. Bandung: Alfabeta.
Sulastiyono, Agus (2008). Manajemen Penyelenggaraan Hotel. Jakarta: Alfabeta.
Zafirah. 2014. Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada
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Malang.
Website:
https://www.bps.go.id/
www.turindo.co.id/
LAMPIRAN
Lampiran A : Surat Permohonan Pengisian Kuesioner
Lampiran B : Kuisioner Penelitian
Lampiran C : Tabulasi Data
Lampiran D : Hasil Output SPSS Uji Validitas
Lampiran E : Hasil Output SPSS Uji Realibilitas
Lampiran F : Hasil Output Spss Uji Multikolinearitas, Uji
Autokorelasi, Analisis Regresi Berganda, Uji t, Uji F
dan Koefisien Determinasi (R2)
Lampiran G : Hasil Output Spss Uji Heterokedastisitas
Lampiran H : Hasil Output Spss Uji Normalitas
Lampiran I : Statistik Deskriptif
Lampiran A : Surat Permohonan Pengisian Kuesioner
Surat Pengantar Skripsi
Kepada :
Yth. Bapak/Ibu Konsumen Turindo Tour & Travel Cabang Sutomo Yogyakarta.
Di Tempat
Dengan hormat,
Dalam rangka penelitian untuk Skripsi, bersama ini saya mohon bantuan
Bapak/Ibu Konsumen Turindo Tour & Travel Cabang Sutomo Yogyakarta
bersedia menjadi responden dalam penelitian yang saya lakukan.
Mengingat penelitian ini semata-mata dimaksudkan untuk kepentingan
akademik, maka saya sangat mengharapkan jawaban yang objektif sesuai dengan
pendapat dan pengalaman Bapak/Ibu. Hasil jawaban anda dijaga kerahasiannya
dan hanya digunakan untuk kepentingan penelitian semata.
Atas kerjasama dan bantuan Bapak/ Ibu/ Saudara, saya mengucapkan
terima kasih.
Hormat saya,
Reza Okita (14052230)
Mahasiswi Prodi Manajemen
Universitas Mercu Buana
Yogyakarta
Lampiran B : Kuisioner Penelitian
Bagian I Identitas Koresponden
Petunjuk pengisian :
1. Isilah pertanyaan dibawah ini sesuai dengan kondisi anda saat ini. Hal – hal
yang anda isikan tidak akan berpengaruh terhadap kondisi anda saat ini
melainkan hanya sebagai data observer dan akan dijaga kerahasiannya.
2. Berilah tanda silang (X) pada jawaban dari pertanyaan pilihan ganda.
1. Nama Responden :
2. Umur :__________ (Tahun)
3. Jenis Kelamin : _________________(L/P)
4. Dari mana anda memperoleh informasi tentang Turindo Tour & Travel
Cabang Sutomo Yogyakarta:
1. Media Cetak
2. Internet
3. Pameran
4. Baliho
5. Lainnya, Sebutkan : ____________
5. Faktor apakah yang paling anda dipertimbangkan dalam memilih
Turindo Tour & Travel Cabang Sutomo Yogyakarta:
1. Harga
2. Kualitas Pelayanan
3. Promosi yang menarik
d. Lainnya, sebutkan : _______________
Bagian II
Penilain Terhadap Kualitas Pelayanan Torindo Tour & Travel Cabang
Sutomo Yogyakarta
Petunjuk pengisian :
1. Kualitas Pelayan Turindo Tour & Travel Cabang Sutomo Yogyakarta
meliputi lima aspek yaitu bukti fisik, kehandalan, daya tanggap, jaminan
dan empati.
2. Berilah tanda silang (X) pada jawaban anda sesuai dengan kondisi,
pendapat dan pengalaman anda.
Keterangan :
STB : Sangat Tidak Baik
TB : Tidak Baik
CB : Cukup Baik
B : Baik
SB : Sangat Baik
1. Bukti Fisik (X1)
No Pertanyaan STB TB CB B SB
1. Penampilan dan Kerapian Karyawan Turindo Tour &
Travel Cabang Sutomo Yogyakarta
2.
Sarana (Hotel, Restaurant, Transportasi seperti pesawat dan
bus) yang disediakan Turindo Tour & Travel selama Tour
Berlangsung
3. Obyek Wisata Yang Dikunjungi & Program Acara yang
disediakan Turindo Tour & Travel
4.
Ketersediaan media informasi (brosur, pamphlet, booklet
dan lain lain) pada Turindo Tour & Travel Cabang Sutomo
Yogyakarta.
2. Kehandalan (X2)
No Pertanyaan STB TB CB B SB
1.
Kompetensi karyawan Turindo Tour & Travel Cabang
Sutomo Yogyakarta dalam melayani dan memberikan
penjelasan.
2.
Waktu yang dibutuhkan dalam melayani konsumen dari
awal sampai selesai pada Turindo Tour & Travel Cabang
Sutomo Yogyakarta.
3.
Kesesuaian pelayanan Turindo Tour & Travel Cabang
Sutomo Yogyakarta yang telah dijanjikan dengan produk
atau paket yang ditawarkan
4. Kemampuan karyawan Turindo Tour & Travel Cabang
Sutomo Yogyakarta dalam menjawab pertanyaan
3. Daya Tanggap
No Pertanyaan STB TB CB B SB
1. Kesediaan karyawan Turindo Tour & Travel Cabang
Sutomo Yogyakarta membantu konsumen
2. Ketanggapan karyawan Turindo Tour & Travel Cabang
Sutomo Yogyakarta terhadap keluhan konsumen
3.
Kesediaan karyawan Turindo Tour & Travel Cabang
Sutomo Yogyakarta menawarkan bantuan kepada
konsumen
4. Kecepatan karyawan Turindo Tour & Travel Cabang
Sutomo Yogyakarta dalam menyelesaikan masalah
4. Jaminan
No Pertanyaan STB TB CB B SB
1.
Kesopanan sikap dan tutur kata karyawan Torindo Tour &
Travel Cabang Sutomo Yogyakarta dalam melayani
konsumen
2. Kredibilitas karyawan Torindo Tour & Travel Cabang
Sutomo Yogyakarta
3. Kepercayaan dan keamanan dalam bertransaksi pada
Torindo Tour & Travel Cabang Sutomo Yogyakarta
4. Keamanan dan kerahasian data pribadi konsumen pada
Torindo Tour & Travel Cabang Sutomo Yogyakarta
5. Empati
No Pertanyaan STB TB CB B SB
1. Kepedulian karyawan Torindo Tour & Travel Cabang
Sutomo Yogyakarta terhadap konsumen
2. Pemahaman karyawan Torindo Tour & Travel Cabang
Sutomo Yogyakarta terhadap kebutuhan konsumen secara
spesifik
3. Kesabaran karyawan Torindo Tour & Travel Cabang
Sutomo Yogyakarta menanggapi masalah konsumen
4. Kemudahan konsumen dalam menghubungi pihak Torindo
Tour & Travel Cabang Sutomo Yogyakarta
Bagian III
Penilain Terhadap Kepuasan Konsumen Turindo Tour & Travel Cabang
Sutomo Yogyakarta
Petunjuk pengisian :
1. Berilah tanda silang (X) pada jawaban anda sesuai dengan kondisi,
pendapat dan pengalaman anda.
Keterangan :
STP : Sangat Tidak Puas
TP : Tidak Puas
CP : Cukup Puas
P : Puas
SP : Sangat Puas
1. Kepuasan Konsumen (Y)
No Pertanyaan STP TP CP P SP
1.
Tingkat kepuasan konsumen terhadap
ketersediaan sarana dan prasarana pendukung
layanan tour pada Torindo Tour & Travel
Cabang Sutomo Yogyakarta
2. Tingkat kepuasan konsumen terhadap
profesionlisme pelayanan pada Torindo Tour
& Travel Cabang Sutomo Yogyakarta
3.
Tingkat kepuasan konsumen terhadap
kemampun karyawan Torindo Tour & Travel
Cabang Sutomo Yogyakarta dalam merespon
kebutuhan dan keinginan konsumen
4. Tingkat kepuasan konsumen terhadap jaminan
keamanan dan data pribadi pada Torindo Tour
& Travel Cabang Sutomo Yogyakarta
5.
Tingkat kepuasan konsumen terhadap sikap
dan perhatian yang diberikan karyawan
Turindo Tour & Travel Cabang Sutomo
Yogyakarta
6. Tingkat kepuasan terhadap prosedur dan
kecepatan pelayanan pada Turindo Tour &
Travel Cabang Sutomo Yogyakarta
Terimakasih
Lampiran C : Tabulasi Data
No Bukti Fisik
∑X1 Kehandalan
∑X2 Daya Tanggap
∑X3 Jaminan
∑X4 Empati
∑X5 Kepuasan Konsumen
∑Y P1 P2 P3 P4 P1 P2 P3 P4 P1 P2 P3 P4 P1 P2 P3 P4 P1 P2 P3 P4 P1 P2 P3 P4 P5 P6
1 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 4 4 24
2 5 4 4 5 18 5 2 3 3 13 4 4 4 4 16 4 4 3 5 16 3 4 4 4 15 5 4 4 5 5 4 27
3 4 4 4 4 16 4 3 3 3 13 4 3 3 3 13 4 4 4 3 15 3 4 3 3 13 4 3 3 4 4 4 22
4 4 4 4 4 16 5 3 3 4 15 5 3 3 4 15 3 3 3 3 12 4 5 4 3 16 4 4 4 3 4 4 23
5 3 4 3 5 15 3 3 4 3 13 3 3 3 3 12 4 3 3 3 13 3 4 4 5 16 3 4 3 3 4 3 20
6 3 3 4 3 13 3 4 4 3 14 4 3 3 3 13 3 3 3 3 12 3 3 4 3 13 3 3 3 3 4 4 20
7 2 3 3 2 10 3 2 2 2 9 2 3 2 2 9 3 3 3 3 12 2 2 3 2 9 2 2 3 3 3 2 15
8 4 5 5 4 18 4 4 4 3 15 4 4 5 4 17 4 4 4 4 16 3 3 3 4 13 4 3 4 4 4 5 24
9 4 3 3 4 14 3 4 4 3 14 4 3 3 3 13 3 4 4 4 15 4 3 3 3 13 3 3 4 3 4 4 21
10 3 3 3 3 12 3 2 4 3 12 3 4 3 3 13 3 3 3 3 12 3 3 3 3 12 3 3 3 3 3 3 18
11 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 4 3 4 3 14 4 4 3 3 3 3 20
12 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 4 4 24
13 3 3 3 3 12 3 3 3 3 12 3 3 3 4 13 3 4 3 3 13 4 3 3 3 13 3 3 3 3 3 3 18
14 4 4 4 4 16 4 4 4 3 15 4 4 3 3 14 4 4 4 3 15 4 4 4 3 15 4 4 4 4 4 4 24
15 3 2 3 3 11 3 3 3 3 12 3 3 2 3 11 2 3 3 2 10 2 3 3 3 11 3 3 3 3 3 3 18
16 3 3 3 3 12 3 4 3 3 13 3 4 4 4 15 3 3 4 4 14 3 3 4 4 14 4 4 3 3 3 4 21
17 3 3 3 2 11 4 4 4 4 16 3 2 3 2 10 3 3 3 3 12 3 3 4 4 14 3 3 3 3 3 3 18
18 3 4 3 3 13 4 3 3 3 13 4 4 3 4 15 4 4 4 4 16 3 3 3 3 12 3 4 4 4 3 3 21
19 3 2 4 3 12 3 4 3 3 13 3 2 3 3 11 3 2 3 3 11 2 3 2 2 9 3 2 3 3 3 2 16
20 5 4 4 4 17 5 5 5 4 19 4 4 3 3 14 3 4 4 3 14 4 4 4 4 16 5 4 4 3 3 3 22
21 4 3 5 3 15 4 4 4 4 16 3 3 3 3 12 4 5 5 5 19 4 4 4 4 16 4 4 4 3 5 4 24
22 3 3 2 3 11 3 3 3 3 12 2 3 2 3 10 3 3 2 2 10 3 2 2 3 10 3 3 2 3 3 3 17
23 4 3 4 4 15 4 4 3 3 14 3 3 3 3 12 4 3 3 4 14 4 3 4 4 15 3 4 4 4 4 4 23
24 3 3 4 3 13 3 3 3 3 12 3 3 4 3 13 3 3 3 3 12 4 4 3 3 14 3 3 3 3 3 3 18
25 4 4 3 4 15 5 5 5 4 19 4 3 4 4 15 4 4 4 3 15 3 3 4 4 14 5 4 4 4 4 4 25
26 3 3 3 3 12 3 4 3 3 13 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 4 3 3 3 3 3 19
27 4 3 3 3 13 3 2 3 3 11 3 3 2 4 12 3 3 2 3 11 4 3 3 3 13 4 4 4 4 4 3 23
28 4 3 3 4 14 3 2 2 3 10 4 4 3 3 14 3 2 2 3 10 2 3 3 3 11 4 3 3 4 3 5 22
29 3 3 3 4 13 4 3 3 2 12 2 2 3 3 10 3 4 4 4 15 3 3 2 3 11 3 3 3 3 4 3 19
30 4 5 3 4 16 2 2 2 3 9 3 2 3 2 10 4 3 2 3 12 3 2 3 3 11 3 3 3 3 4 3 19
31 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 2 3 11 2 3 2 2 9 3 2 3 3 3 3 17
32 3 3 4 4 14 3 3 2 3 11 4 4 4 4 16 4 4 4 4 16 3 3 2 3 11 3 3 3 3 3 4 19
33 4 4 4 4 16 4 5 5 4 18 3 4 3 3 13 3 5 4 3 15 4 3 3 3 13 5 4 4 4 4 3 24
34 3 2 3 2 10 3 2 2 2 9 3 2 2 2 9 3 3 2 2 10 2 2 2 2 8 2 2 2 2 2 3 13
35 3 3 3 3 12 3 3 2 3 11 3 2 3 3 11 2 2 2 2 8 3 2 3 3 11 3 3 3 2 3 3 17
36 2 3 2 2 9 3 3 2 3 11 3 4 3 3 13 3 3 3 3 12 3 3 2 3 11 3 3 3 3 3 3 18
37 4 3 3 3 13 3 3 2 3 11 4 3 4 3 14 3 3 3 3 12 3 3 4 3 13 3 3 3 3 3 3 18
38 4 3 4 4 15 4 4 3 3 14 3 3 4 4 14 3 3 3 3 12 3 4 3 3 13 3 3 3 3 4 3 19
39 4 3 4 4 15 3 3 3 3 12 3 4 4 4 15 4 4 4 4 16 3 4 4 4 15 3 4 4 4 4 3 22
40 2 3 3 2 10 3 3 3 3 12 3 2 2 2 9 3 2 3 3 11 3 3 2 2 10 3 3 2 2 2 3 15
41 4 5 4 5 18 5 4 5 4 18 5 4 4 4 17 5 5 5 5 20 4 5 5 5 19 5 5 4 5 4 4 27
42 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 3 3 18
43 5 5 4 4 18 4 5 5 5 19 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 5 4 4 4 4 4 25
44 3 2 3 3 11 3 2 3 3 11 3 3 3 3 12 3 3 3 3 12 3 2 2 2 9 3 2 3 3 3 3 17
45 2 2 2 2 8 2 2 2 2 8 2 2 2 2 8 2 2 2 2 8 2 2 2 2 8 2 2 2 2 2 2 12
46 2 3 2 3 10 2 2 2 3 9 3 3 2 2 10 3 2 2 3 10 2 2 3 3 10 2 2 3 3 2 3 15
47 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 3 3 18
48 2 3 3 4 12 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 3 3 4 4 14 4 3 4 4 3 4 22
49 4 3 4 4 15 4 5 5 4 18 4 3 3 4 14 4 5 5 4 18 3 4 3 3 13 4 3 4 4 4 4 23
50 2 2 2 2 8 3 3 3 3 12 2 3 2 2 9 3 3 3 3 12 2 2 2 2 8 3 2 2 3 2 3 15
51 5 3 3 4 15 4 3 5 4 16 5 5 4 4 18 4 5 5 5 19 3 4 3 3 13 4 4 4 4 4 3 23
52 2 2 2 3 9 4 3 3 3 13 2 4 3 4 13 3 3 3 4 13 2 3 3 2 10 3 2 3 2 3 3 16
53 4 3 4 3 14 4 4 4 4 16 3 3 3 4 13 4 4 4 4 16 3 3 4 4 14 4 3 3 4 3 4 21
54 4 4 4 3 15 4 4 4 4 16 5 4 4 4 17 3 4 3 3 13 4 3 3 3 13 4 3 4 4 3 4 22
55 4 4 3 3 14 4 4 3 4 15 4 3 4 3 14 4 4 4 4 16 3 2 3 3 11 4 3 4 4 3 4 22
56 4 3 3 4 14 3 3 4 3 13 3 3 3 3 12 4 4 4 4 16 4 3 4 3 14 3 4 3 4 4 3 21
57 3 2 3 3 11 3 2 3 3 11 3 3 3 2 11 3 3 2 3 11 2 3 3 3 11 3 3 3 3 3 3 18
58 3 4 4 4 15 4 4 4 3 15 4 4 4 3 15 3 4 3 3 13 4 3 3 3 13 4 4 4 4 4 3 23
59 2 2 3 3 10 2 2 3 2 9 3 3 3 3 12 3 3 3 3 12 2 2 2 2 8 2 2 3 3 2 3 15
60 4 4 4 4 16 5 5 5 4 19 4 4 3 4 15 4 4 3 3 14 5 4 4 4 17 5 4 4 4 4 3 24
61 4 4 4 4 16 4 4 3 3 14 4 4 3 3 14 3 4 4 4 15 3 4 3 4 14 4 4 4 4 4 4 24
62 3 2 2 3 10 3 3 3 3 12 2 3 3 3 11 3 3 3 2 11 2 2 3 3 10 3 3 3 3 3 2 17
63 2 3 4 4 13 2 3 3 3 11 3 4 2 4 13 4 3 3 3 13 3 4 3 3 13 3 4 4 3 3 3 20
64 4 4 4 4 16 4 4 3 3 14 3 3 4 4 14 4 3 3 3 13 4 4 4 4 16 4 4 4 4 4 4 24
65 5 5 5 5 20 5 4 4 5 18 4 5 4 5 18 4 4 4 4 16 5 4 4 4 17 5 5 5 4 5 4 28
66 3 3 3 4 13 2 3 4 3 12 3 3 4 5 15 3 3 3 3 12 4 5 3 3 15 3 4 3 4 4 3 21
67 2 2 2 3 9 3 3 2 3 11 3 3 2 2 10 3 3 2 3 11 3 2 2 2 9 3 3 3 3 2 2 16
68 3 3 2 2 10 2 2 3 2 9 2 2 2 2 8 3 3 3 3 12 3 3 2 2 10 2 2 2 3 2 2 13
69 3 4 4 3 14 4 4 4 3 15 4 3 4 3 14 3 3 3 3 12 3 3 3 3 12 4 3 4 3 3 3 20
70 4 4 4 3 15 4 4 4 4 16 4 3 3 3 13 3 3 3 3 12 3 3 3 3 12 4 3 3 3 4 4 21
71 3 3 3 4 13 2 2 3 3 10 3 2 3 3 11 2 3 2 3 10 3 3 3 3 12 3 3 3 3 3 3 18
72 4 4 3 3 14 4 4 3 3 14 3 3 3 3 12 3 4 3 3 13 4 4 4 4 16 4 4 3 3 3 3 20
73 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 16 4 4 4 4 4 4 24
74 3 4 3 3 13 4 4 3 3 14 4 3 3 3 13 4 3 3 3 13 3 3 3 3 12 3 3 3 3 4 3 19
75 2 2 2 3 9 3 3 3 3 12 4 3 3 2 12 3 3 3 3 12 3 2 3 3 11 3 3 4 3 3 3 19
76 4 3 3 3 13 4 3 4 4 15 3 3 4 4 14 4 4 4 4 16 3 2 3 3 11 4 4 4 4 4 3 23
77 2 3 3 3 11 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 2 2 2 9 3 3 3 3 3 2 17
78 2 2 2 2 8 2 2 2 2 8 2 2 2 2 8 2 2 2 2 8 2 2 2 2 8 2 2 2 2 2 2 12
79 4 3 3 3 13 3 3 3 3 12 3 3 4 3 13 4 4 3 3 14 3 3 3 2 11 3 3 3 3 3 3 18
80 3 3 3 3 12 3 2 2 3 10 3 2 3 3 11 3 3 3 3 12 3 3 3 2 11 3 3 3 3 3 3 18
81 2 3 2 3 10 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 2 3 2 2 9 3 3 3 3 3 3 18
82 3 3 3 2 11 2 3 3 3 11 3 3 3 3 12 3 3 2 2 10 3 3 3 3 12 3 2 3 3 3 3 17
83 3 2 3 2 10 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 2 2 3 3 10 3 2 3 3 2 3 16
84 3 3 4 4 14 3 3 3 3 12 3 2 3 3 11 3 3 3 3 12 2 3 3 3 11 3 3 3 3 3 3 18
85 3 3 3 4 13 3 3 3 3 12 3 3 4 3 13 4 4 4 3 15 3 3 4 3 13 3 3 3 4 3 3 19
86 3 4 3 3 13 4 4 4 3 15 4 3 4 3 14 4 4 4 4 16 3 3 3 3 12 4 4 3 4 3 3 21
87 3 3 3 3 12 2 3 2 2 9 3 3 2 3 11 4 3 3 2 12 2 3 3 2 10 2 2 2 3 3 2 14
88 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 2 3 2 3 10 3 3 3 3 3 3 18
89 4 4 4 4 16 4 3 4 4 15 3 4 4 4 15 4 4 3 4 15 3 3 3 3 12 4 3 4 4 4 4 23
90 3 4 4 3 14 4 4 4 4 16 3 3 3 3 12 3 4 4 4 15 3 4 3 4 14 4 3 3 4 3 4 21
91 2 3 2 2 9 2 3 2 2 9 3 2 2 2 9 2 2 2 2 8 3 3 3 2 11 2 3 2 2 2 3 14
92 3 3 3 3 12 4 4 3 3 14 4 3 4 4 15 4 4 4 4 16 4 3 4 4 15 4 4 3 3 4 4 22
93 3 3 3 3 12 3 3 3 3 12 2 3 3 3 11 3 3 3 3 12 3 2 3 3 11 3 3 3 3 3 3 18
94 3 3 4 3 13 3 4 3 3 13 4 4 3 3 14 4 4 3 3 14 3 3 3 4 13 3 3 4 3 3 4 20
95 3 3 3 3 12 4 4 3 3 14 3 3 3 3 12 4 3 3 3 13 3 3 3 3 12 4 3 3 3 3 3 19
96 2 2 3 3 10 4 4 4 4 16 2 2 3 3 10 3 3 3 3 12 4 3 2 2 11 4 3 3 3 3 4 20
97 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 12 3 3 3 3 3 3 18
98 3 3 3 3 12 2 4 3 3 12 2 2 3 4 11 3 3 2 2 10 3 3 4 4 14 3 3 3 3 3 3 18
99 5 5 5 5 20 4 4 4 4 16 4 5 4 4 17 4 5 5 5 19 4 4 4 4 16 4 4 4 5 5 5 27
100 4 4 4 4 16 4 4 4 3 15 4 4 4 3 15 4 4 4 4 16 3 4 3 3 13 4 3 4 4 4 4 23
Lampiran D : Hasil Output Spss Uji Validitas
Bukti Fisik (X1)
Correlations
p1 p2 p3 p4 tot_score
p1 Pearson Correlation 1 ,645** ,654** ,626** ,870**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p2 Pearson Correlation ,645** 1 ,608** ,600** ,844**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p3 Pearson Correlation ,654** ,608** 1 ,601** ,841**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p4 Pearson Correlation ,626** ,600** ,601** 1 ,832**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
tot_score Pearson Correlation ,870** ,844** ,841** ,832** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Kehandalan (X2)
Correlations
p1 p2 p3 p4 tot_score
p1 Pearson Correlation 1 ,632** ,622** ,665** ,851**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p2 Pearson Correlation ,632** 1 ,683** ,615** ,860**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p3 Pearson Correlation ,622** ,683** 1 ,709** ,880**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p4 Pearson Correlation ,665** ,615** ,709** 1 ,849**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
tot_score Pearson Correlation ,851** ,860** ,880** ,849** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Daya Tanggap (X3)
Correlations
p1 p2 p3 p4 tot_score
p1 Pearson Correlation 1 ,561** ,535** ,408** ,781**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p2 Pearson Correlation ,561** 1 ,492** ,572** ,819**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p3 Pearson Correlation ,535** ,492** 1 ,629** ,818**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p4 Pearson Correlation ,408** ,572** ,629** 1 ,805**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
tot_score Pearson Correlation ,781** ,819** ,818** ,805** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Jaminan (X4)
Correlations
p1 p2 p3 p4 tot_score
p1 Pearson Correlation 1 ,662** ,636** ,639** ,814**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p2 Pearson Correlation ,662** 1 ,821** ,707** ,907**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p3 Pearson Correlation ,636** ,821** 1 ,776** ,924**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p4 Pearson Correlation ,639** ,707** ,776** 1 ,887**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
tot_score Pearson Correlation ,814** ,907** ,924** ,887** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Empati (X5)
Correlations
p1 p2 p3 p4 tot_score
p1 Pearson Correlation 1 ,552** ,547** ,506** ,786**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p2 Pearson Correlation ,552** 1 ,550** ,548** ,803**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p3 Pearson Correlation ,547** ,550** 1 ,777** ,867**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p4 Pearson Correlation ,506** ,548** ,777** 1 ,855**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
tot_score Pearson Correlation ,786** ,803** ,867** ,855** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Kepuasan Konsumen (Y)
Correlations
p1 p2 p3 p4 p5
p1 Pearson Correlation 1 ,701** ,693** ,667** ,627**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p2 Pearson Correlation ,701** 1 ,656** ,604** ,687**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p3 Pearson Correlation ,693** ,656** 1 ,685** ,689**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p4 Pearson Correlation ,667** ,604** ,685** 1 ,649**
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p5 Pearson Correlation ,627** ,687** ,689** ,649** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 100 100 100 100 100
p6 Pearson Correlation ,602** ,434** ,550** ,560** ,552**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000
N 100 100 100 100 100
tot_score Pearson Correlation ,869** ,825** ,855** ,833** ,848**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000
N 100 100 100 100 100
Lampiran E : Hasil Output Spss Uji Realibilitas
Bukti Fisik (X1)
Scale: Bukti Fisik
Case Processing Summary
N %
Cases Valid 100 100,0
Excludeda 0 ,0
Total 100 100,0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
,868 4
Kehandalan (X2)
Scale: Kehandalan
Case Processing Summary
N %
Cases Valid 100 100,0
Excludeda 0 ,0
Total 100 100,0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
,878 4
Daya Tanggap (X3)
Scale: Daya Tanggap
Case Processing Summary
N %
Cases Valid 100 100,0
Excludeda 0 ,0
Total 100 100,0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
,819 4
Jaminan (X4)
Scale: Jaminan
Case Processing Summary
N %
Cases Valid 100 100,0
Excludeda 0 ,0
Total 100 100,0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
,906 4
Empati (X5)
Scale: Empati
Case Processing Summary
N %
Cases Valid 100 100,0
Excludeda 0 ,0
Total 100 100,0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
,846 4
Kepuasan Konsumen (Y)
Scale: Kepuasan Konsumen
Case Processing Summary
N %
Cases Valid 100 100,0
Excludeda 0 ,0
Total 100 100,0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
,908 6
Lampiran F : Hasil Output Spss Uji Multikolinearitas, Uji Autokorelasi,
Analisis Regresi Berganda, Uji t, Uji F dan Koefisien Determinasi (R2)
Variables Entered/Removedb
Model
Variables
Entered
Variables
Removed Method
1 Empati,
Jaminan,
Kehandalan,
Daya Tanggap,
Bukti Fisik
. Enter
a. All requested variables entered. b. Dependent Variable: Kepuasan Konsumen
Model Summaryb
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate Durbin-Watson
1 ,942a ,887 ,881 1,187 1,662
a. Predictors: (Constant), Empati, Jaminan, Kehandalan, Daya Tanggap, Bukti Fisik b. Dependent Variable: Kepuasan Konsumen
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 1041,619 5 208,324 147,925 ,000a
Residual 132,381 94 1,408
Total 1174,000 99
a. Predictors: (Constant), Empati, Jaminan, Kehandalan, Daya Tanggap, Bukti Fisik b. Dependent Variable: Kepuasan Konsumen
Coefficientsa
Model
Unstandardized Coefficients
B Std. Error
1 (Constant) ,583 ,739
Bukti Fisik ,465 ,085
Kehandalan ,255 ,072
Daya Tanggap ,329 ,090
Jaminan ,164 ,077
Empati ,272 ,084
Coefficientsa
Model
Standardized
Coefficients
t Sig.
Collinearity Statistics
Beta Tolerance VIF
1 (Constant) ,789 ,432
Bukti Fisik ,352 5,445 ,000 ,286 3,493
Kehandalan ,194 3,542 ,001 ,398 2,510
Daya Tanggap ,218 3,665 ,000 ,340 2,945
Jaminan ,119 2,143 ,035 ,388 2,579
Empati ,189 3,234 ,002 ,350 2,854
a. Dependent Variable: Kepuasan Konsumen
Coefficient Correlationsa
Model Empati Jaminan Kehandalan
1 Correlations Empati 1,000 ,003 -,289
Jaminan ,003 1,000 -,312
Kehandalan -,289 -,312 1,000
Daya Tanggap -,109 -,341 -,132
Bukti Fisik -,458 -,176 -,098
Covariances Empati ,007 2,147E-5 -,002
Jaminan 2,147E-5 ,006 -,002
Kehandalan -,002 -,002 ,005
Daya Tanggap -,001 -,002 -,001
Bukti Fisik -,003 -,001 -,001
Model Daya Tanggap Bukti Fisik
1 Correlations Empati -,109 -,458
Jaminan -,341 -,176
Kehandalan -,132 -,098
Daya Tanggap 1,000 -,338
Bukti Fisik -,338 1,000
Covariances Empati -,001 -,003
Jaminan -,002 -,001
Kehandalan -,001 -,001
Daya Tanggap ,008 -,003
Bukti Fisik -,003 ,007
a. Dependent Variable: Kepuasan Konsumen
Collinearity Diagnosticsa
Model Dimension
Eigenvalue Condition Index
1 1 5.921 1.000
2 .024 15.711
3 .021 16.982
4 .015 19.827
5 .010 24.267
6 .009 24.991
a. Dependent Variable: Kepuasan Konsumen
Collinearity Diagnosticsa
Model Dimension
Variance Proportions
(Constant) Bukti Fisik Kehandalan Daya Tanggap Jaminan Empati
1 1 .00 .00 .00 .00 .00 .00
2 .00 .19 .34 .00 .15 .12
3 .00 .52 .41 .01 .02 .09
4 .08 .17 .02 .61 .07 .14
5 .75 .02 .00 .37 .04 .20
6 .17 .10 .23 .01 .72 .45
a. Dependent Variable: Kepuasan Konsumen
Lampiran G : Uji Heterokedastisitas
Lampiran H : Uji Normalitas
Lampiran I : Statistik Deskriptif
Statistics
p1 p2 p3 p4 p5 p6 p7
N Valid 100 100 100 100 100 100 100
Missing 0 0 0 0 0 0 0
Mean 3,28 3,23 3,28 3,32 3,38 3,32 3,28
Sum 328 323 328 332 338 332 328
Statistics
p8 p9 p10 p11 p12 p13 p14
N Valid 100 100 100 100 100 100 100
Missing 0 0 0 0 0 0 0
Mean 3,18 3,28 3,17 3,17 3,20 3,34 3,39
Sum 318 328 317 317 320 334 339
Statistics
p15 p16 p17 p18 p19 p20 p21
N Valid 100 100 100 100 100 100 100
Missing 0 0 0 0 0 0 0
Mean 3,22 3,25 3,10 3,11 3,12 3,09 3,41
Sum 322 325 310 311 312 309 341
Statistics
p22 p23 p24 p25 p26
N Valid 100 100 100 100 100
Missing 0 0 0 0 0
Mean 3,20 3,28 3,32 3,31 3,28
Sum 320 328 332 331 328
Frequency Table
p1
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 17 17,0 17,0 17,0
3 44 44,0 44,0 61,0
4 33 33,0 33,0 94,0
5 6 6,0 6,0 100,0
Total 100 100,0 100,0
p2
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 15 15,0 15,0 15,0
3 53 53,0 53,0 68,0
4 26 26,0 26,0 94,0
5 6 6,0 6,0 100,0
Total 100 100,0 100,0
p3
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 13 13,0 13,0 13,0
3 50 50,0 50,0 63,0
4 33 33,0 33,0 96,0
5 4 4,0 4,0 100,0
Total 100 100,0 100,0
p4
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 12 12,0 12,0 12,0
3 49 49,0 49,0 61,0
4 34 34,0 34,0 95,0
5 5 5,0 5,0 100,0
Total 100 100,0 100,0
5
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 13 13,0 13,0 13,0
3 43 43,0 43,0 56,0
4 37 37,0 37,0 93,0
5 7 7,0 7,0 100,0
Total 100 100,0 100,0
p6
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 16 16,0 16,0 16,0
3 42 42,0 42,0 58,0
4 36 36,0 36,0 94,0
5 6 6,0 6,0 100,0
Total 100 100,0 100,0
p7
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 15 15,0 15,0 15,0
3 50 50,0 50,0 65,0
4 27 27,0 27,0 92,0
5 8 8,0 8,0 100,0
Total 100 100,0 100,0
p8
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 9 9,0 9,0 9,0
3 66 66,0 66,0 75,0
4 23 23,0 23,0 98,0
5 2 2,0 2,0 100,0
Total 100 100,0 100,0
p9
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 12 12,0 12,0 12,0
3 52 52,0 52,0 64,0
4 32 32,0 32,0 96,0
5 4 4,0 4,0 100,0
Total 100 100,0 100,0
p10
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 16 16,0 16,0 16,0
3 54 54,0 54,0 70,0
4 27 27,0 27,0 97,0
5 3 3,0 3,0 100,0
Total 100 100,0 100,0
p11
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 15 15,0 15,0 15,0
3 54 54,0 54,0 69,0
4 30 30,0 30,0 99,0
5 1 1,0 1,0 100,0
Total 100 100,0 100,0
p12
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 14 14,0 14,0 14,0
3 54 54,0 54,0 68,0
4 30 30,0 30,0 98,0
5 2 2,0 2,0 100,0
Total 100 100,0 100,0
p13
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 6 6,0 6,0 6,0
3 55 55,0 55,0 61,0
4 38 38,0 38,0 99,0
5 1 1,0 1,0 100,0
Total 100 100,0 100,0
p14
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 8 8,0 8,0 8,0
3 51 51,0 51,0 59,0
4 35 35,0 35,0 94,0
5 6 6,0 6,0 100,0
Total 100 100,0 100,0
p15
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 16 16,0 16,0 16,0
3 51 51,0 51,0 67,0
4 28 28,0 28,0 95,0
5 5 5,0 5,0 100,0
Total 100 100,0 100,0
p16
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 11 11,0 11,0 11,0
3 58 58,0 58,0 69,0
4 26 26,0 26,0 95,0
5 5 5,0 5,0 100,0
Total 100 100,0 100,0
p17
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 19 19,0 19,0 19,0
3 54 54,0 54,0 73,0
4 25 25,0 25,0 98,0
5 2 2,0 2,0 100,0
Total 100 100,0 100,0
p18
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 19 19,0 19,0 19,0
3 54 54,0 54,0 73,0
4 24 24,0 24,0 97,0
5 3 3,0 3,0 100,0
Total 100 100,0 100,0
p19
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 19 19,0 19,0 19,0
3 51 51,0 51,0 70,0
4 29 29,0 29,0 99,0
5 1 1,0 1,0 100,0
Total 100 100,0 100,0
p20
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 20 20,0 20,0 20,0
3 53 53,0 53,0 73,0
4 25 25,0 25,0 98,0
5 2 2,0 2,0 100,0
Total 100 100,0 100,0
p21
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 9 9,0 9,0 9,0
3 49 49,0 49,0 58,0
4 34 34,0 34,0 92,0
5 8 8,0 8,0 100,0
Total 100 100,0 100,0
p22
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 15 15,0 15,0 15,0
3 52 52,0 52,0 67,0
4 31 31,0 31,0 98,0
5 2 2,0 2,0 100,0
Total 100 100,0 100,0
p23
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 9 9,0 9,0 9,0
3 55 55,0 55,0 64,0
4 35 35,0 35,0 99,0
5 1 1,0 1,0 100,0
Total 100 100,0 100,0
24
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 7 7,0 7,0 7,0
3 57 57,0 57,0 64,0
4 33 33,0 33,0 97,0
5 3 3,0 3,0 100,0
Total 100 100,0 100,0
p25
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 11 11,0 11,0 11,0
3 51 51,0 51,0 62,0
4 34 34,0 34,0 96,0
5 4 4,0 4,0 100,0
Total 100 100,0 100,0
p26
Frequency Percent Valid Percent
Cumulative
Percent
Valid 2 9 9,0 9,0 9,0
3 57 57,0 57,0 66,0
4 31 31,0 31,0 97,0
5 3 3,0 3,0 100,0
Total 100 100,0 100,0