Lampiran 1
Kuesioner Penelitian
Pengaruh Kualitas Pelayanan Purna Jual Terhadap Citra Merek dan Loyalitas
Konsumen pada PT. Astra International Tbk. (AUTO2000) Sisimangaraja, Medan
A.
Karakteristik Responden
Nama
:
Usia
:
Jenis Kelamin
: a. Laki-laki b. Perempuan
Pendidikan
: a. SLTA
b. Diploma
c. S1 d. S2 e. S3
Pekerjaan
:
Tipe Mobil Toyota
yang digunakan
Lama menggunakan :
B.
Daftar Pertanyaan
Isilah dengan tanda centang (√) pada kolom yang telah disediakan sesuai jawaban
1.1.Pelayanan Purna Jual
No
PERNYATAAN
SS
S
R
TS
SS
1.
Proses ditribusi produk atau
sparepart
dilakukan
dengan tepat waktu
2.
Kinerja mekanik Auto2000 baik
3.
Auto2000
melakukan
pergantian
sparepart
produk dengan baik
Altis Kijang Innova Avanza Alphard Camry Dyna Fortuner Etios Yaris Hilux
No
PERNYATAAN
SS
S
R
TS
SS
4.
Perbaikan produk yang dilakukan Auto2000
cukup baik
1.2.Citra Merek
No
PERNYATAAN
SS
S
R
TS
SS
1.
Auto2000 memiliki popularitas yang baik
2.
Auto2000 memiliki kredibilitas yang baik
3.
Auto2000 memiliki jaringan perusahaan yang luas
4.
Gaya hidup pengguna mobil Toyota tinggi
5.
Kelas sosial pengguna mobil Toyota tinggi
6.
Atribut (fitur) produk Toyota dari Auto2000 baik
7.
Produk Toyota dari Auto2000 memiliki manfaat
yang baik
8.
Produk Toyota dari Auto2000 terjamin
kualitasnya
1.3
Loyalitas Pelanggan
No
PERNYATAAN
SS
S
R
TS
SS
1.
Anda tidak ingin berpindah dari AUTO2000 dan
mobil merek Toyota ke perusahaan dan merek
mobil lain dalam melakukan pembelian
2.
Anda bersedia untuk melakukan pembelian ulang
di AUTO2000
3.
Anda tetap memilih merek Toyota yang
ditawarkan AUTO2000
4.
Anda yakin anda bahwa merek mobil Toyota
yang terbaik
Lampiran 2
Distribusi Jawaban Uji Validitas dan Reliabilitas
R
Kualitas
Pelayanan Purna
Jual
Citra Merek
Loyalitas Konsumen
128
4
5
4
4
4
4
5
4
4
3
4
4
4
5
5
4
4
129
5
4
4
4
5
3
4
4
5
4
5
5
5
5
3
3
4
130
5
5
4
4
5
4
3
5
4
4
4
4
3
4
4
4
5
131
4
4
4
5
4
5
3
4
4
4
5
5
4
4
4
4
4
132
4
4
5
5
4
4
4
4
3
4
4
3
4
4
5
4
5
133
5
5
4
4
4
5
5
5
5
3
5
5
5
4
4
4
4
134
5
5
4
4
5
4
4
3
4
4
4
4
4
5
4
4
4
135
3
4
5
4
5
4
4
5
4
5
3
4
5
4
4
4
5
136
4
4
4
5
4
4
4
3
5
3
4
5
4
5
4
4
4
137
5
4
5
4
4
4
5
5
5
4
5
4
4
4
5
4
5
138
4
5
5
4
5
4
4
4
4
4
3
4
5
5
4
5
4
Lampiran 3
Hasil Uji Validitas dan Realibilitas
a. Uji Validitas I
Item-Total Statistics Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
VAR00001 82.9000 51.266 .243 .884
Reliability Statistics Cronbach's
Alpha
N of Items
b. Uji Validitas II
Item-Total Statistics Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
VAR00002 70.2000 42.166 .639 .895
Reliability Statistics Cronbach's
Alpha
N of Items
.903 18
c. Uji Validitas III
Item-Total Statistics Scale Mean if
Item Deleted
Scale Variance
if Item Deleted
Corrected
Item-Total
Correlation
Cronbach's
Alpha if Item
Deleted
VAR00002 66.1000 39.128 .654 .898
VAR00005 66.1333 39.292 .644 .898
VAR00006 65.9333 39.513 .642 .898
VAR00007 66.4333 38.185 .675 .897
VAR00009 66.1000 38.231 .782 .894
Reliability Statistics Cronbach's
Alpha
N of Items
Lampiran 4
Distribusi Jawaban Deskriptif Variabel
Kualitas Pelayanan Purna Jual
VAR00001
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 10 7.2 7.2 7.2
4.00 69 49.6 49.6 56.8
5.00 60 43.2 43.2 100.0
Total 139 100.0 100.0
VAR00002
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 4 2.9 2.9 2.9
4.00 67 48.2 48.2 51.1
5.00 68 48.9 48.9 100.0
Total 139 100.0 100.0
VAR00003
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 9 6.5 6.5 6.5
4.00 73 52.5 52.5 59.0
5.00 57 41.0 41.0 100.0
Total 139 100.0 100.0
VAR00004
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 10 7.2 7.2 7.2
4.00 78 56.1 56.1 63.3
5.00 51 36.7 36.7 100.0
Citra Merek
VAR00005
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 8 5.8 5.8 5.8
4.00 86 61.9 61.9 67.6
5.00 45 32.4 32.4 100.0
Total 139 100.0 100.0
VAR00006
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 7 5.0 5.0 5.0
4.00 94 67.6 67.6 72.7
5.00 38 27.3 27.3 100.0
Total 139 100.0 100.0
VAR00007
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 12 8.6 8.6 8.6
4.00 87 62.6 62.6 71.2
5.00 40 28.8 28.8 100.0
Total 139 100.0 100.0
VAR00008
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 13 9.4 9.4 9.4
4.00 87 62.6 62.6 71.9
5.00 39 28.1 28.1 100.0
VAR00009
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 10 7.2 7.2 7.2
4.00 84 60.4 60.4 67.6
5.00 45 32.4 32.4 100.0
Total 139 100.0 100.0
VAR00010
Frequency Percent Valid Percent Cumulative
Percent
Valid
VAR00011
Frequency Percent Valid Percent Cumulative
Percent
Valid
VAR00012
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 15 10.8 10.8 10.8
4.00 84 60.4 60.4 71.2
5.00 40 28.8 28.8 100.0
Loyalitas Konsumen
VAR00013
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 9 6.5 6.5 6.5
4.00 95 68.3 68.3 74.8
5.00 35 25.2 25.2 100.0
Total 139 100.0 100.0
VAR00014
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 5 3.6 3.6 3.6
4.00 97 69.8 69.8 73.4
5.00 37 26.6 26.6 100.0
Total 139 100.0 100.0
VAR00015
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 8 5.8 5.8 5.8
4.00 87 62.6 62.6 68.3
5.00 44 31.7 31.7 100.0
Total 139 100.0 100.0
VAR00016
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 9 6.5 6.5 6.5
4.00 82 59.0 59.0 65.5
5.00 48 34.5 34.5 100.0
VAR00017
Frequency Percent Valid Percent Cumulative
Percent
Valid
3.00 15 10.8 10.8 10.8
4.00 91 65.5 65.5 76.3
5.00 33 23.7 23.7 100.0
Lampiran 5
Distribusi Jawaban Deskriptif Responden
Jenis Kelamin
Frequency Percent Valid Percent Cumulative
Percent
Valid
Laki – Laki 92 66.2 66.2 66.2
Perempuan 47 33.8 33.8 100.0
Total 139 100.0 100.0
Umur
Frequency Percent Valid Percent Cumulative
Percent
Valid
Frequency Percent Valid Percent Cumulative
Percent
Valid
Kijang
Innova 35 25.1 25.1 89.1
Yaris 15 10.9 10.9 100.0
Lama Penggunaan
Frequency Percent Valid Percent Cumulative
Percent
Valid
< 2 tahun 35 25.2 25.2 25.2
> 2 tahun 104 74.8 74.8 100.0
Kolmogrov-Smirnov
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N 139
Normal Parametersa,b Mean 0E-7
Std. Deviation 2.09388769
Most Extreme Differences
Absolute .060
Positive .047
Negative -.060
Kolmogorov-Smirnov Z .713
Asymp. Sig. (2-tailed) .690
a. Test distribution is Normal.
b. Calculated from data.
Multikoliniearitas
Coefficientsa
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1
(Constant) 22.529 2.298 9.804 .000
KualitasPelayananPurna
Jual .610 .131 .369 4.649 .000 1.000 1.000
a. Dependent Variable: CitraMerek
Coefficientsa
Model Unstandardized Coefficients Standardized
Coefficients
t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1
(Constant) 13.975 1.548 9.031 .000
KualitasPelayananPurnaJ
ual .407 .088 .366 4.609 .000 1.000 1.000
Lampiran 7
Pengujian Hipotesis
Analisis Linier Sederhana
Coefficientsa
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig. Collinearity
Statistics
B Std. Error Beta Tolerance VIF
1
(Constant) 13.975 1.548 9.031 .000
KualitasPelayananPurn
aJual .407 .088 .366 4.609 .000 1.000 1.000
a. Dependent Variable: LoyalitasKonsumen
Koefisien Determinan (R
2)
Model Summaryb
Model R R Square Adjusted R
Square
Std. Error of the
Estimate
1 .369a .136 .130 2.10152
a. Predictors: (Constant), KualitasPelayananPurnaJual
b. Dependent Variable: CitraMerek
Model Summaryb
Model R R Square Adjusted R
Square
Std. Error of the
Estimate
1 .366a .134 .128 1.41529
a. Predictors: (Constant), KualitasPelayananPurnaJual
b. Dependent Variable: LoyalitasKonsumen Coefficientsa
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1
(Constant) 22.529 2.298 9.804 .000
KualitasPelayananPurn
aJual .610 .131 .369 4.649 .000 1.000 1.000
