KUISIONER
Kuisioner tentang Pengaruh Kualitas Pelayanan terhadap Kepuasan
Pelanggan pada PT. Satu Nusa Cabang Bandar Selamat
Data pribadi
1.
Jenis kelamin:
a.
Laki-laki
b. Perempuan
2.
Berapakah usia anda saat ini :
a.
15-20 tahun b. 20-25 tahun
c. 25-30 tahun
d. > 30
tahun
3.
Berapa kali anda menggunakan bus PT. Satu Nusa dalam setahun?
a.
2 kali
b. 2-3 kali
c. 3 kali
d. > 4
kali
4.
Apakah pekerjaan anda saat ini :
a.
Pelajar
b. Mahasiswa
c. PNS
d. Wiraswasta
Jawablah pertanyaan dibawah ini sesuai dengan pengaruh kualitas pelayanan
terhadap kepuasan anda sebagai penggguna bus PT. Satu Nusa bandar selamat
dengan memberi tanda (X) pada pilihan yang sesuai dengan pendapat anda.
Keterangan :
1.
SS : Sangat setuju
= 5
2.
S
: Setuju
= 4
3.
N : Netral
= 3
Kualitas Pelayanan (X)
Pernyataan
STS TS
N
S
SS
Keandalan
(Reliabiliy)
1.
Ketepatan waktu berangkat dan
kedatangan bus sesuai dengan jadwal
2.
Petugas CV. Satu Nusa memberikan
pelayanan yang ramah serta selalu
siap menolong penumpang
Daya tanggap
(Responsiveness)
1.
Kesigapan petugas dalam
menanggapi
keluhan
yang
disampaikan penumpang
Jaminan
(assurance)
1.
Penumpang merasa aman saat
melakukan perjalanan
2.
Keberadaan asisten supir didalam
bus CV. Satu Nusa membuat nyaman
para penumpang
Empati
(empathy)
1.
Petugas memberikan perhatian secara
individu kepada penumpang
2.
Waktu beroperasi bus CV. Satu Nusa
cocok/nyaman bagi penumpang
Bukti fisik
(Tangible)
1.
Ruangan bus dan ruang tunggu
loket penjualan tiket bus CV.
Satu Nusa bersih dan nyaman
2.
CV. Satu Nusa memiliki Fasilitas
seperti AC, TV,kamar mandi,
dan musik diruangan bus.
Kepuasan Pelanggan (Y)
Pernyataan
STS
TS
N
S
SS
1.
Selalu menggunakan bus CV. Satu Nusa dalam
perjalanan kepanyabungan
2.
Mengajak orang lain menggunakan bus CV. Satu Nusa
ketika pulang kampung kepanyabungan
3.
Tidak tertarik untuk menggunakan bus lain setiap
melakukan perjalanan kepanyabungan
4.
Menggunakan bus yang sama jika ingin melakukan
perjalanan ke kota yang lain
Correlations
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 Total
1 Pearson
Correlatio
n
1 .175 .287** .022 -.012 .020 .080 -.097 .115 .240* .142 -.083 .181 .123 .137 .096 .078 .122 .053 .062 .198* .322**
Sig.
(2-tailed) .082 .004 .827 .902 .845 .428 .335 .253 .016 .158 .413 .072 .223 .175 .344 .441 .227 .597 .543 .048 .001
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
2 Pearson
Correlatio
n
.175 1 .075 .071 .215* .175 .357** .109 .183 .261** .127 .237* -.073 .100 .245* .124 .258** .197* .019 .059 .084 .454**
Sig.
(2-tailed) .082 .459 .485 .032 .082 .000 .282 .068 .009 .207 .018 .469 .320 .014 .218 .009 .050 .852 .559 .407 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
3 Pearson
Correlatio
n
.287** .075 1 -.031 .240* .227* -.039 .017 .208* .274** .200* -.025 .265** .263** .238* .215* .053 .089 .015 .039 .225* .442**
Sig.
4 Pearson
Correlatio
n
.022 .071 -.031 1 .054 .317** .013 .370** .024 -.004 -.048 .165 .005 .110 -.080 .173 -.207* .079 -.006 .084 -.194 .233*
Sig.
(2-tailed) .827 .485 .761 .596 .001 .896 .000 .815 .965 .637 .100 .964 .277 .431 .085 .039 .436 .955 .405 .053 .020
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
5 Pearson
Correlatio
n
-.012 .215* .240* .054 1 .181 .209* .157 .093 .016 .302** .216* .176 .265** .187 .117 .185 .152 .159 .075 .050 .481**
Sig.
(2-tailed) .902 .032 .016 .596 .072 .037 .118 .358 .875 .002 .031 .080 .008 .062 .247 .066 .130 .114 .456 .625 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
6 Pearson
Correlatio
n
.020 .175 .227* .317** .181 1 .142 .268** .157 .021 .394** .213* .319** .091 .066 .111 .051 .223* .076 -.026 .135 .498**
Sig.
(2-tailed) .845 .082 .023 .001 .072 .160 .007 .118 .837 .000 .034 .001 .369 .513 .271 .614 .026 .452 .800 .180 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
7 Pearson
Correlatio
n
Sig.
(2-tailed) .428 .000 .702 .896 .037 .160 .166 .132 .125 .371 .287 .725 .385 .201 .190 .466 .856 .110 .901 .907 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
8 Pearson
Correlatio
n
-.097 .109 .017 .370** .157 .268** .140 1 .093 .085 .061 .091 -.089 .006 .072 .188 .112 .107 .124 .160 -.178 .362**
Sig.
(2-tailed) .335 .282 .867 .000 .118 .007 .166 .357 .402 .548 .370 .379 .950 .476 .060 .265 .289 .220 .112 .077 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
9 Pearson
Correlatio
n
.115 .183 .208* .024 .093 .157 .152 .093 1 .258** .198* .124 -.003 .038 .230* .043 .034 .031 .005 .149 .185 .397**
Sig.
(2-tailed) .253 .068 .038 .815 .358 .118 .132 .357 .009 .049 .219 .974 .710 .022 .668 .735 .763 .964 .139 .065 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
10 Pearson
Correlatio
n
.240*.261** .274** -.004 .016 .021 .154 .085 .258** 1 .150 .258** .086 .194 .201* -.017 .133 .137 -.149 -.030 .198* .408**
Sig.
(2-tailed) .016 .009 .006 .965 .875 .837 .125 .402 .009 .137 .010 .394 .054 .045 .870 .188 .175 .140 .769 .048 .000
11 Pearson
Correlatio
n
.142 .127 .200* -.048 .302** .394** .090 .061 .198* .150 1 .106 .238* .147 .277** .155 .318** .343** .117 .003 .320** .553**
Sig.
(2-tailed) .158 .207 .046 .637 .002 .000 .371 .548 .049 .137 .293 .017 .145 .005 .124 .001 .000 .245 .978 .001 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
12 Pearson
Correlatio
n
-.083 .237* -.025 .165 .216* .213* .107 .091 .124 .258** .106 1 .072 .276** .200* .235* .046 .240* .218* .035 -.102 .436**
Sig.
(2-tailed) .413 .018 .804 .100 .031 .034 .287 .370 .219 .010 .293 .479 .005 .046 .019 .650 .016 .029 .728 .314 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
13 Pearson
Correlatio
n
.181 -.073 .265
**
.005 .176 .319** -.036 -.089 -.003 .086 .238* .072 1 .127 .100 .028 .169 .152 .002 .000 .200* .342**
Sig.
(2-tailed) .072 .469 .008 .964 .080 .001 .725 .379 .974 .394 .017 .479 .208 .321 .783 .094 .131 .983 1.000 .046 .001
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
14 Pearson
Correlatio
n
Sig.
(2-tailed) .223 .320 .008 .277 .008 .369 .385 .950 .710 .054 .145 .005 .208 .096 .008 .164 .011 .214 .671 .129 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
15 Pearson
Correlatio
n
.137 .245* .238* -.080 .187 .066 .129 .072 .230* .201* .277** .200* .100 .167 1 .247* -.026 .134 .211* .301** .052 .481**
Sig.
(2-tailed) .175 .014 .017 .431 .062 .513 .201 .476 .022 .045 .005 .046 .321 .096 .013 .800 .183 .035 .002 .605 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
16 Pearson
Correlatio
n
.096 .124 .215* .173 .117 .111 .132 .188 .043 -.017 .155 .235* .028 .265** .247* 1 .176 .218* .401** .245* -.065 .488**
Sig.
(2-tailed) .344 .218 .031 .085 .247 .271 .190 .060 .668 .870 .124 .019 .783 .008 .013 .080 .030 .000 .014 .522 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
17 Pearson
Correlatio
n
.078 .258** .053 -.207* .185 .051 .074 .112 .034 .133 .318** .046 .169 .140 -.026 .176 1 .443** -.181 -.193 .286** .352**
Sig.
(2-tailed) .441 .009 .598 .039 .066 .614 .466 .265 .735 .188 .001 .650 .094 .164 .800 .080 .000 .072 .054 .004 .000
18 Pearson
Correlatio
n
.122 .197* .089 .079 .152 .223* .018 .107 .031 .137 .343** .240* .152 .252* .134 .218* .443** 1 .017 -.014 .294** .505**
Sig.
(2-tailed) .227 .050 .381 .436 .130 .026 .856 .289 .763 .175 .000 .016 .131 .011 .183 .030 .000 .865 .893 .003 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
19 Pearson
Correlatio
n
.053 .019 .015 -.006 .159 .076 .161 .124 .005 -.149 .117 .218* .002 .125 .211* .401** -.181 .017 1 .531** -.202* .323**
Sig.
(2-tailed) .597 .852 .882 .955 .114 .452 .110 .220 .964 .140 .245 .029 .983 .214 .035 .000 .072 .865 .000 .044 .001
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
20 Pearson
Correlatio
n
.062 .059 .039 .084 .075 -.026 -.013 .160 .149 -.030 .003 .035 .000 .043 .301** .245* -.193 -.014 .531** 1 -.018 .295**
Sig.
(2-tailed) .543 .559 .703 .405 .456 .800 .901 .112 .139 .769 .978 .728 1.000 .671 .002 .014 .054 .893 .000 .862 .003
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
21 Pearson
Correlatio
n
Sig.
(2-tailed) .048 .407 .024 .053 .625 .180 .907 .077 .065 .048 .001 .314 .046 .129 .605 .522 .004 .003 .044 .862 .003
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
Tot
al
Pearson
Correlatio
n
.322**.454** .442** .233* .481** .498** .344** .362** .397** .408** .553** .436** .342** .456** .481** .488** .352** .505** .323** .295** .290** 1
Sig.
(2-tailed) .001 .000 .000 .020 .000 .000 .000 .000 .000 .000 .000 .000 .001 .000 .000 .000 .000 .000 .001 .003 .003
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
**. Correlation is significant at the
0.01 level (2-tailed).
*. Correlation is significant at the
