Analisis Kepuasan Nasabah Terhadap Kualitas Pelayanan Pada Salah Satu Bank di Medan Dengan Menggunakan Metode Fuzzy-Servqual

70

Lampiran 1. Kuesioner Penelitian

KUESIONER PENELITIAN

ANALISIS KEPUASAN NASABAH TERHADAP KUALITAS

PELAYANAN PADA SALAH SATU BANK DI MEDAN

DENGAN MENGGUNAKAN METODE

FUZZY-SERVQUAL

I.

IDENTITAS RESPONDEN

Jenis Kelamin

: Laki-laki

Wanita

Usia

: tahun

Pekerjaan

:

II.

PETUNJUK PENGISIAN

1.

Mohon memberi tanda silang (X) pada jawaban yang paling sesuai.

2.

Setelah mengisi kuesioner ini, mohon diberikan kembali kepada yang

menyerahkan kuesioner ini pertama kali.

3.

Perhatikan tabel ini terlebih dahulu, sebagai panduan untuk mengukur tingkat

persepsi dan harapan layanan.

Persepsi

Harapan

Skor

Sangat Tidak Puas

Sangat Tidak Penting

1

Kurang Puas

Kurang Penting

2

Cukup Puas

Cukup Penting

3

Puas

Penting

4

Sangat Puas

Sangat Penting

5

NO

Daftar Pertanyaan

Persepsi

Harapan

Tangible (Bukti Fisik)

1.

Penampilan gedung dan interior bangunan.

1 2 3 4 5

1 2 3 4 5

2.

Peralatan teknologi yang memadai.

1 2 3 4 5

1 2 3 4 5

3.

Ruang pelayanan tenang dan nyaman.

1 2 3 4 5

1 2 3 4 5

4.

Penampilan karyawan.

1 2 3 4 5

1 2 3 4 5

5.

Bentuk fasilitas yang disediakan.

1 2 3 4 5

1 2 3 4 5

6.

Tersedianya tempat parkir yang aman.

1 2 3 4 5

1 2 3 4 5

Reliability (Kehandalan)

7.

Penyelesaian keluhan nasabah.

1 2 3 4 5

1 2 3 4 5

8.

Kecepatan dan ketepatan transaksi.

1 2 3 4 5

1 2 3 4 5

9.

Pelayanan jasa dari awal hingga akhir.

1 2 3 4 5

1 2 3 4 5

10.

Selalu memberikan pelayanan yang terbaik.

1 2 3 4 5

1 2 3 4 5

11.

Jenis produk dan jasa Bank, memenuhi harapan

nasabah.

1 2 3 4 5

1 2 3 4 5

Responsiveness (Daya Tanggap)

12.

Kejelasan penyampaian informasi.

1 2 3 4 5

1 2 3 4 5

13.

Kecepatan dalam penanganan keluhan nasabah.

1 2 3 4 5

1 2 3 4 5

14.

Membantu menyelesaikan kesulitan nasabah.

1 2 3 4 5

1 2 3 4 5

15.

Kecepatan pelayanan.

1 2 3 4 5

1 2 3 4 5

Assurance (Jaminan)

16.

Keamanan selama bertranksaksi.

1 2 3 4 5

1 2 3 4 5

17.

Keramahan dan kesabaran dalam memberikan

pelayanan.

1 2 3 4 5

1 2 3 4 5

18.

Memberikan kepercayaan kepada nasabah.

1 2 3 4 5

1 2 3 4 5

19.

Karyawan melayanai dengan sopan dan

bersahabat.

1 2 3 4 5

1 2 3 4 5

Empathy ( Kepedulian)

20.

Kemampuan karyawan berkomunikasi dengan

nasabah.

1 2 3 4 5

1 2 3 4 5

21.

Mengutamakan kepuasan nasabah.

1 2 3 4 5

1 2 3 4 5

22.

Pelayanan jasa yang diberikan.

1 2 3 4 5

1 2 3 4 5

23.

Nasabah selalu merasa kepentingnya

diutamamakan.

72

Lampiran 2. Hasil Persepsi Nasabah Terhadap Layanan

74

Lampiran 3. Hasil Harapan Nasabah Terhadap Layanan

n P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 TOTAL

1 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

2 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

3 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 114

4 4 4 5 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 110

5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

6 4 4 5 5 5 5 5 5 5 5 5 4 5 5 4 4 4 5 5 5 5 4 5 108

7 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

8 5 5 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 113

9 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114

10 4 4 5 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 111

11 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114

12 5 5 4 4 3 5 5 5 4 5 4 5 5 5 5 4 5 5 5 4 5 5 4 106

13 5 5 5 4 5 5 5 5 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5 112

14 3 4 4 4 4 5 4 5 5 4 5 5 5 5 5 4 4 3 3 5 3 3 3 95

15 4 5 5 4 5 5 5 5 5 5 5 4 5 5 5 5 4 4 5 5 5 5 5 110

16 5 5 5 4 4 4 5 5 5 4 5 5 5 5 5 4 4 4 5 5 4 5 5 107

17 4 5 5 4 5 5 5 5 5 5 4 5 5 5 4 4 5 5 4 4 5 5 5 108

18 4 4 4 5 5 5 5 4 4 4 4 5 5 5 5 5 5 4 5 5 5 5 5 107

19 5 5 5 4 5 5 5 5 4 5 5 5 5 5 5 5 4 5 4 4 5 5 5 110

20 4 5 5 3 4 4 5 5 3 5 4 3 5 4 3 5 4 5 4 5 5 4 5 99

21 4 5 5 3 5 5 5 5 5 4 4 4 5 4 5 4 5 5 5 5 5 5 4 106

22 5 4 5 5 4 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 112

23 5 4 5 5 4 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 112

24 4 4 4 4 4 4 5 5 4 5 5 4 5 5 4 5 5 5 5 5 5 5 5 106

25 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114

26 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

27 4 5 4 4 5 3 4 4 4 5 5 4 5 4 4 5 5 4 3 4 4 5 4 98

28 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114

29 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

30 3 4 4 4 3 5 4 5 5 5 5 4 4 4 4 5 4 4 5 4 4 4 4 97

31 4 5 4 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 94

32 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

33 4 4 5 5 4 5 4 4 4 3 4 4 5 4 4 5 5 4 5 4 4 5 5 100

34 5 5 5 4 5 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 111

35 4 5 5 3 5 5 5 5 4 4 5 5 4 4 5 5 4 5 4 4 5 4 5 104

36 5 5 5 3 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 113

37 4 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5 4 4 4 4 5 4 4 106

38 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

39 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

40 3 4 4 3 3 3 3 3 5 3 4 4 3 3 4 5 3 4 5 3 4 3 4 83

41 5 5 4 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5 4 4 5 5 110

42 5 5 3 3 4 5 5 4 5 4 5 5 4 5 4 5 5 4 4 5 5 5 5 104

43 3 4 4 4 4 5 4 4 5 5 4 4 4 4 5 5 5 4 5 4 4 4 3 97

44 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114

45 4 4 3 3 4 4 4 4 4 4 4 3 3 4 5 5 4 4 4 3 4 4 5 90

46 3 3 3 5 3 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 90

47 4 5 4 3 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 110

48 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 112

49 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

50 4 4 4 5 4 5 4 4 5 4 4 5 4 4 4 5 5 5 5 4 5 4 5 102

51 3 4 5 5 4 3 4 4 5 3 4 5 5 4 5 5 4 5 5 5 5 5 5 102

53 3 3 3 3 3 3 3 3 3 3 5 3 4 4 4 4 4 4 3 3 4 4 4 80

54 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

55 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

56 3 3 4 5 3 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5 106

57 3 4 5 5 5 5 4 4 4 5 5 4 5 5 4 4 5 5 5 5 5 4 5 105

58 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 113

59 5 5 5 4 5 5 4 5 4 3 3 5 3 5 5 5 5 5 5 5 3 5 4 103

60 4 4 3 4 4 4 4 4 3 4 4 4 4 3 4 4 4 4 4 4 5 4 4 90

61 4 5 5 5 4 4 4 5 4 4 4 5 4 4 4 5 4 4 5 5 4 5 5 102

62 5 4 5 4 4 5 5 4 4 5 4 4 4 4 5 3 5 4 5 5 4 5 4 101

63 4 3 4 4 5 5 3 5 5 3 5 3 4 4 5 4 5 5 4 5 5 4 5 99

64 3 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 4 3 106

65 5 4 5 4 4 5 5 5 4 5 4 5 5 5 5 5 4 4 3 4 4 4 5 103

66 5 5 4 4 4 3 4 5 4 5 4 5 5 5 4 4 5 4 5 4 5 5 4 102

67 4 4 4 5 5 4 4 4 4 5 4 5 5 5 5 4 5 5 5 4 5 5 4 104

68 5 5 5 5 5 4 5 4 3 5 5 4 5 5 5 5 5 5 5 5 4 5 5 109

69 4 5 4 3 4 5 5 5 4 5 4 5 5 5 5 5 5 4 4 4 5 5 5 105

70 5 5 5 5 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 93

71 4 4 5 4 4 5 5 5 4 5 5 5 5 4 5 5 5 5 5 5 5 5 5 109

72 4 5 5 4 4 5 5 5 4 5 4 4 5 5 5 4 5 5 5 5 5 5 4 107

73 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

74 3 3 4 4 4 4 4 3 3 3 3 4 4 4 4 4 4 5 5 5 5 5 5 92

75 4 3 3 4 4 5 4 3 4 4 4 5 4 5 5 4 4 4 5 5 4 5 4 96

76 5 4 4 5 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 111

77 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

78 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 92

79 5 5 4 5 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 4 5 110

80 3 4 4 4 5 5 5 5 4 4 5 4 4 5 5 5 5 5 4 5 4 4 5 103

81 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

82 5 5 5 3 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 112

83 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115

84 4 4 5 4 4 4 4 4 4 4 4 5 5 5 5 4 5 4 5 5 5 5 5 103

85 4 4 3 3 5 5 5 5 4 5 4 5 5 5 5 5 5 4 4 5 4 4 3 101

86 5 4 4 4 5 5 5 5 5 4 4 5 5 5 5 5 5 4 5 5 5 5 5 109

87 4 5 5 5 5 4 5 5 5 4 4 5 5 5 5 5 5 5 5 4 4 5 4 108

88 4 4 5 3 3 5 4 3 3 3 5 3 3 4 5 4 4 5 4 4 4 4 4 90

89 4 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 112

90 4 4 5 4 5 5 5 5 5 5 4 4 5 4 5 4 4 5 5 3 5 3 5 103

91 5 5 5 5 5 5 4 4 5 4 5 4 4 4 5 5 5 4 4 5 5 4 4 105

92 5 4 4 4 5 4 4 5 5 4 5 4 4 5 4 4 4 4 4 4 4 4 4 98

93 4 5 4 4 4 5 4 5 5 5 4 3 5 4 4 4 4 5 4 5 5 4 3 99

94 4 5 5 5 5 4 4 4 5 4 4 4 5 5 4 5 4 5 5 4 5 5 4 104

95 4 5 5 5 4 3 4 3 5 4 3 4 3 4 4 4 4 4 4 5 5 4 5 95

96 5 4 5 5 5 4 4 4 5 5 5 5 5 4 3 4 4 5 4 4 4 5 4 102

97 4 5 5 3 4 4 3 4 5 5 5 5 4 4 4 4 4 4 4 4 5 5 4 98

98 5 5 4 5 3 3 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 109

99 3 3 5 5 4 4 4 4 5 5 4 4 4 5 4 5 4 5 4 5 5 4 5 100

100 5 5 4 4 4 3 3 4 4 4 4 4 3 4 3 3 3 3 3 3 4 4 5 86

Lampiran 4. Uji Validitas Persepsi Nasabah

Correlations

P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 Total

P1

Pearson

Correlation 1 .451

** _.420** _.244* _.316** _{.170 .071 .265}** _.276** _.242* _.254* _{.168 .367}** _.241* _{.161 .220}* _{.085 .139 -.014 .288}** _{.129 .211}* _{.098 .405}**

Sig.

(2-tailed) .000 .000 .014 .001 .091 .482 .008 .005 .015 .011 .095 .000 .016 .111 .028 .399 .168 .888 .004 .202 .035 .330 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P2

Pearson

Correlation .451

** _{1 .377}** _.435** _.431** _.293** _.365** _.510** _.511** _.494** _.332** _.390** _.287** _.398** _.454** _{.180 .125 .393}** _.216* _.215* _.415** _.376** _.263** _.626**

Sig.

(2-tailed) .000 .000 .000 .000 .003 .000 .000 .000 .000 .001 .000 .004 .000 .000 .073 .215 .000 .031 .032 .000 .000 .008 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P3

Pearson

Correlation .420

** _.377** _{1 .265}** _.296** _.209* _.228* _.350** _.202* _.239* _.235* _{.184 .298}** _.229* _.264** _.264** _.211* _{.162 .148 .318}** _.213* _.206* _{.106 .453}**

Sig.

(2-tailed) .000 .000 .008 .003 .037 .023 .000 .044 .017 .018 .067 .003 .022 .008 .008 .035 .108 .143 .001 .033 .040 .294 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P4

Pearson

Correlation .244

* _.435** _.265** _{1 .428}** _.325** _.386** _.402** _.512** _.324** _.490** _.265** _.233* _.326** _.213* _.228* _.236* _.353** _.396** _.363** _.380** _.353** _.367** _.595**

Sig.

(2-tailed) .014 .000 .008 .000 .001 .000 .000 .000 .001 .000 .008 .020 .001 .034 .023 .018 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P5

Pearson

Correlation .316

** _.431** _.296** _.428** _{1 .252}* _.264** _.312** _.251* _.229* _.210* _{.134 .373}** _{.018 .197}* _.211* _{.138 .119 .037 .234}* _.281** _{.185 .290}** _.434**

Sig.

(2-tailed) .001 .000 .003 .000 .011 .008 .002 .012 .022 .036 .185 .000 .861 .049 .035 .172 .238 .714 .019 .005 .066 .003 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P6

Pearson

Correlation .170 .293

** _.209* _.325** _.252* _{1 .346}** _.410** _.288** _.344** _.406** _.279** _.366** _.267** _.345** _.326** _.318** _.318** _.225* _.224* _.359** _.313** _.228* _.536**

Sig.

(2-tailed) .091 .003 .037 .001 .011 .000 .000 .004 .000 .000 .005 .000 .007 .000 .001 .001 .001 .024 .025 .000 .002 .022 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P7

Pearson

Correlation .071 .365

** _.228* _.386** _.264** _.346** _{1 .418}** _.465** _.585** _.427** _.458** _.334** _.457** _.374** _.267** _.264** _.429** _.429** _.357** _.403** _.536** _.405** _.645**

Sig.

(2-tailed) .482 .000 .023 .000 .008 .000 .000 .000 .000 .000 .000 .001 .000 .000 .007 .008 .000 .000 .000 .000 .000 .000 .000

P8

Pearson

Correlation .265

**

.510** .350** .402** .312** .410** .418** 1 .612** .600** .391** .528** .515** .543** .610** .154 .247* .394** .304** .285** .439** .465** .511** .725**

Sig.

(2-tailed) .008 .000 .000 .000 .002 .000 .000 .000 .000 .000 .000 .000 .000 .000 .127 .013 .000 .002 .004 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P9

Pearson

Correlation .276

** _.511** _.202* _.512** _.251* _.288** _.465** _.612** _{1 .490}** _.545** _.509** _.271** _.439** _.479** _{.196 .263}** _.452** _.408** _.314** _.466** _.497** _.471** _.691**

Sig.

(2-tailed) .005 .000 .044 .000 .012 .004 .000 .000 .000 .000 .000 .006 .000 .000 .051 .008 .000 .000 .001 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P10

Pearson

Correlation .242

* _.494** _.239* _.324** _.229* _.344** _.585** _.600** _.490** _{1 .442}** _.541** _.470** _.603** _.551** _.325** _.365** _.649** _.423** _.397** _.625** _.699** _.580** _.780**

Sig.

(2-tailed) .015 .000 .017 .001 .022 .000 .000 .000 .000 .000 .000 .000 .000 .000 .001 .000 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P11

Pearson

Correlation .254

*

.332** .235* .490** .210* .406** .427** .391** .545** .442** 1 .429** .280** .376** .431** .320** .376** .465** .432** .391** .481** .563** .418** .673**

Sig.

(2-tailed) .011 .001 .018 .000 .036 .000 .000 .000 .000 .000 .000 .005 .000 .000 .001 .000 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P12

Pearson

Correlation .168 .390

**

.184 .265** .134 .279** .458** .528** .509** .541** .429** 1 .392** .552** .482** .256* .267** .421** .432** .466** .566** .628** .468** .683**

Sig.

(2-tailed) .095 .000 .067 .008 .185 .005 .000 .000 .000 .000 .000 .000 .000 .000 .010 .007 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P13

Pearson

Correlation .367

** _.287** _.298** _.233* _.373** _.366** _.334** _.515** _.271** _.470** _.280** _.392** _{1 .578}** _.534** _.291** _.337** _.289** _.241* _.412** _.463** _.400** _.481** _.645**

Sig.

(2-tailed) .000 .004 .003 .020 .000 .000 .001 .000 .006 .000 .005 .000 .000 .000 .003 .001 .004 .016 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P14

Pearson

Correlation .241

* _.398** _.229* _.326** _{.018 .267}** _.457** _.543** _.439** _.603** _.376** _.552** _.578** _{1 .584}** _{.186 .228}* _.455** _.413** _.419** _.474** _.469** _.398** _.676**

Sig.

(2-tailed) .016 .000 .022 .001 .861 .007 .000 .000 .000 .000 .000 .000 .000 .000 .064 .023 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P15

Pearson

Correlation .161 .454

**

.264** .213* .197* .345** .374** .610** .479** .551** .431** .482** .534** .584** 1 .194 .226* .414** .338** .298** .471** .459** .401** .667**

Sig.

(2-tailed) .111 .000 .008 .034 .049 .000 .000 .000 .000 .000 .000 .000 .000 .000 .053 .024 .000 .001 .003 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

75

Sig.

(2-tailed) .028 .073 .008 .023 .035 .001 .007 .127 .051 .001 .001 .010 .003 .064 .053 .000 .000 .001 .000 .000 .000 .001 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P17

Pearson

Correlation .085 .125 .211

* _.236* _{.138 .318}** _.264** _.247* _.263** _.365** _.376** _.267** _.337** _.228* _.226* _.512** _{1 .385}** _.556** _.516** _.412** _.429** _.405** _.540**

Sig.

(2-tailed) .399 .215 .035 .018 .172 .001 .008 .013 .008 .000 .000 .007 .001 .023 .024 .000 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P18

Pearson

Correlation .139 .393

**

.162 .353** .119 .318** .429** .394** .452** .649** .465** .421** .289** .455** .414** .437** .385** 1 .520** .279** .598** .661** .523** .681**

Sig.

(2-tailed) .168 .000 .108 .000 .238 .001 .000 .000 .000 .000 .000 .000 .004 .000 .000 .000 .000 .000 .005 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P19

Pearson

Correlation -.014 .216

*

.148 .396** .037 .225* .429** .304** .408** .423** .432** .432** .241* .413** .338** .327** .556** .520** 1 .411** .502** .545** .418** .601**

Sig.

(2-tailed) .888 .031 .143 .000 .714 .024 .000 .002 .000 .000 .000 .000 .016 .000 .001 .001 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P20

Pearson

Correlation .288

** _.215* _.318** _.363** _.234* _.224* _.357** _.285** _.314** _.397** _.391** _.466** _.412** _.419** _.298** _.413** _.516** _.279** _.411** _{1 .447}** _.446** _.368** _.609**

Sig.

(2-tailed) .004 .032 .001 .000 .019 .025 .000 .004 .001 .000 .000 .000 .000 .000 .003 .000 .000 .005 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P21

Pearson

Correlation .129 .415

** _.213* _.380** _.281** _.359** _.403** _.439** _.466** _.625** _.481** _.566** _.463** _.474** _.471** _.402** _.412** _.598** _.502** _.447** _{1 .665}** _.542** _.744**

Sig.

(2-tailed) .202 .000 .033 .000 .005 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P22

Pearson

Correlation .211

*

.376** .206* .353** .185 .313** .536** .465** .497** .699** .563** .628** .400** .469** .459** .492** .429** .661** .545** .446** .665** 1 .552** .770**

Sig.

(2-tailed) .035 .000 .040 .000 .066 .002 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P23

Pearson

Correlation .098 .263

**

.106 .367** .290** .228* .405** .511** .471** .580** .418** .468** .481** .398** .401** .325** .405** .523** .418** .368** .542** .552** 1 .666**

Sig.

(2-tailed) .330 .008 .294 .000 .003 .022 .000 .000 .000 .000 .000 .000 .000 .000 .000 .001 .000 .000 .000 .000 .000 .000 .000

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

Total Pearson

Correlation .405

** _.626** _.453** _.595** _.434** _.536** _.645** _.725** _.691** _.780** _.673** _.683** _.645** _.676** _.667** _.515** _.540** _.681** _.601** _.609** _.744** _.770** _.666** ₁

Sig.

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

77

Lampiran 5. Uji Validitas Harapan Nasabah

Correlations

P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 Total

P1

Pearson

Correlation 1 .600

**

.339** .204* .385** 0.147 .397** .358** .318** .362** .288** .373** .266** .380** 0.194 0.166 .375** .292** .206* .247* .207* .481** .357** .578**

Sig.

(2-tailed) 0 0.001 0.042 0 0.143 0 0 0.001 0 0.004 0 0.007 0 0.054 0.098 0 0.003 0.039 0.013 0.039 0 0 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P2

Pearson

Correlation .600

**

1 .446** 0.082 .428** 0.066 .364** .406** .350** .396** .223* .311** .283** .277** 0.177 .278** .230* .260** 0.165 0.194 .248* .372** 0.193 .533**

Sig.

(2-tailed) 0 0 0.416 0 0.514 0 0 0 0 0.026 0.002 0.004 0.005 0.079 0.005 0.022 0.009 0.1 0.053 0.013 0 0.054 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P3

Pearson

Correlation .339

**

.446** 1 .256* .417** .225* .296** .286** .335** .279** .205* .242* .320** .225* .217* 0.193 0.179 .457** .316** .316** .290** .322** .372** .544**

Sig.

(2-tailed) 0.001 0 0.01 0 0.025 0.003 0.004 0.001 0.005 0.04 0.015 0.001 0.025 0.03 0.055 0.074 0 0.001 0.001 0.003 0.001 0 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P4

Pearson

Correlation .204

*

0.082 .256* 1 .213* 0.071 0.147 0.113 .279** .214* 0.144 .287** .277** .309** 0.024 0.183 .250* .250* .367** .307** 0.166 .226* .219* .409**

Sig.

(2-tailed) 0.042 0.416 0.01 0.033 0.483 0.145 0.263 0.005 0.033 0.153 0.004 0.005 0.002 0.815 0.069 0.012 0.012 0 0.002 0.098 0.024 0.029 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P5

Pearson

Correlation .385

**

.428** .417** .213* 1 .340** .393** .414** .381** .326** .291** .315** .408** .423** .373** .306** .399** .429** .240* .373** .281** .332** .268** .627**

Sig.

(2-tailed) 0 0 0 0.033 0.001 0 0 0 0.001 0.003 0.001 0 0 0 0.002 0 0 0.016 0 0.005 0.001 0.007 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P6

Pearson

Correlation 0.147 0.066 .225

*

0.071 .340** 1 .544** .502** .250* .321** .286** .264** .307** .365** .524** .274** .410** .292** .277** .385** .242* 0.165 0.115 .526**

Sig.

(2-tailed) 0.143 0.514 0.025 0.483 0.001 0 0 0.012 0.001 0.004 0.008 0.002 0 0 0.006 0 0.003 0.005 0 0.015 0.101 0.253 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P7

Pearson

Correlation .397

**

.364** .296** 0.147 .393** .544** 1 .705** .270** .608** .369** .477** .642** .621** .504** .493** .538** .475** .443** .502** .429** .458** .414** .786**

Sig.

(2-tailed) 0 0 0.003 0.145 0 0 0 0.007 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

P8

Pearson

Correlation .358

**

.406** .286** 0.113 .414** .502** .705** 1 .445** .588** .441** .434** .614** .558** .386** .428** .449** .387** .305** .394** .328** .308** .277** .722**

Sig.

(2-tailed) 0 0 0.004 0.263 0 0 0 0 0 0 0 0 0 0 0 0 0 0.002 0 0.001 0.002 0.005 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P9

Pearson

Correlation .318

**

.350** .335** .279** .381** .250* .270** .445** 1 .357** .382** .407** .313** .341** .237* .339** .231* .295** .338** .283** .339** 0.189 .222* .567**

Sig.

(2-tailed) 0.001 0 0.001 0.005 0 0.012 0.007 0 0 0 0 0.002 0.001 0.018 0.001 0.021 0.003 0.001 0.004 0.001 0.06 0.026 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P10

Pearson

Correlation .362

**

.396** .279** .214* .326** .321** .608** .588** .357** 1 .462** .399** .630** .520** .206* .301** .414** .353** .276** .307** .459** .338** 0.193 .666**

Sig.

(2-tailed) 0 0 0.005 0.033 0.001 0.001 0 0 0 0 0 0 0 0.039 0.002 0 0 0.005 0.002 0 0.001 0.054 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P11

Pearson

Correlation .288

**

.223* .205* 0.144 .291** .286** .369** .441** .382** .462** 1 .279** .417** .386** .272** .384** .302** .302** 0.128 .291** .272** .219* .287** .539**

Sig.

(2-tailed) 0.004 0.026 0.04 0.153 0.003 0.004 0 0 0 0 0.005 0 0 0.006 0 0.002 0.002 0.206 0.003 0.006 0.029 0.004 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P12

Pearson

Correlation .373

**

.311** .242* .287** .315** .264** .477** .434** .407** .399** .279** 1 .472** .556** .380** .394** .411** 0.188 .414** .329** .262** .551** .270** .642**

Sig.

(2-tailed) 0 0.002 0.015 0.004 0.001 0.008 0 0 0 0 0.005 0 0 0 0 0 0.062 0 0.001 0.009 0 0.007 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P13

Pearson

Correlation .266

**

.283** .320** .277** .408** .307** .642** .614** .313** .630** .417** .472** 1 .593** .321** .354** .516** .418** .390** .426** .486** .493** .241* .722**

Sig.

(2-tailed) 0.007 0.004 0.001 0.005 0 0.002 0 0 0.002 0 0 0 0 0.001 0 0 0 0 0 0 0 0.016 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P14

Pearson

Correlation .380

**

.277** .225* .309** .423** .365** .621** .558** .341** .520** .386** .556** .593** 1 .454** .379** .531** .343** .357** .502** .293** .506** .323** .725**

Sig.

(2-tailed) 0 0.005 0.025 0.002 0 0 0 0 0.001 0 0 0 0 0 0 0 0 0 0 0.003 0 0.001 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

P15

Pearson

Correlation 0.194 0.177 .217

*

0.024 .373** .524** .504** .386** .237* .206* .272** .380** .321** .454** 1 .376** .481** .265** .383** .389** .220* .283** 0.155 .548**

Sig.

(2-tailed) 0.054 0.079 0.03 0.815 0 0 0 0 0.018 0.039 0.006 0 0.001 0 0 0 0.008 0 0 0.028 0.004 0.124 0

Total

Pearson

Correlation .578

**

.533** .544** .409** .627** .526** .786** .722** .567** .666** .539** .642** .722** .725** .548** .579** .686** .642** .611** .643** .585** .659** .530** 1

Sig.

(2-tailed) 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100

**. Correlation is significant at the 0.01 level (2-tailed).

Lampiran 6. Uji Reliabilitas Persepsi Nasabah

Reliability Statistics

Cronbach's

Alpha

Cronbach's

Alpha Based on

Standardized

Items

N of Items

.922

.924

23

Item-Total Statistics

Scale Mean if

Item Deleted

Scale Variance if

Item Deleted

Corrected

Item-Total Correlation

Cronbach's

Alpha if Item

Deleted

P1

101.31

61.812

.517

.919

P2

101.12

62.895

.475

.920

P3

101.11

62.786

.487

.920

P4

101.32

63.695

.334

.924

P5

101.18

61.765

.576

.918

P6

101.08

62.761

.465

.920

P7

101.08

60.519

.755

.915

P8

101.04

61.049

.683

.916

P9

101.07

62.712

.514

.919

P10

101.06

61.431

.619

.917

P11

101.06

63.411

.489

.920

P12

101.08

61.953

.596

.918

P13

101.00

61.333

.684

.916

P14

100.99

62.131

.693

.916

P15

101.01

63.424

.500

.919

P16

100.97

63.423

.536

.919

P17

101.02

62.363

.650

.917

P18

101.02

62.747

.602

.918

P19

101.01

62.535

.565

.918

P20

101.03

62.191

.599

.918

P21

100.95

63.442

.543

.919

P22

101.00

62.465

.620

.917

Lampiran 7. Uji Reliabilitas Harapan Nasabah

Reliability Statistics

Cronbach's

Alpha

Cronbach's

Alpha Based on

Standardized

Items

N of Items

.929

.929

23

Item-Total Statistics

Scale Mean if Item

Deleted

Scale Variance if

Item Deleted

Corrected

Item-Total Correlation

Cronbach's Alpha if

Item Deleted

P1

80.54

134.089

.347

.929

P2

80.59

128.891

.579

.926

P3

80.44

132.289

.390

.929

P4

80.43

129.621

.545

.926

P5

80.58

133.377

.377

.929

P6

80.63

130.336

.479

.927

P7

80.75

129.159

.602

.925

P8

80.65

125.119

.682

.924

P9

80.47

128.757

.654

.924

P10

80.54

126.635

.751

.923

P11

80.54

128.534

.632

.925

P12

80.42

128.387

.643

.924

P13

80.66

128.449

.599

.925

P14

80.58

128.226

.634

.925

P15

80.71

127.844

.623

.925

P16

80.24

132.083

.464

.927

P17

80.36

131.990

.493

.927

P18

80.43

129.116

.644

.925

P19

80.33

129.941

.553

.926

P20

80.37

130.902

.567

.926

P21

80.38

127.208

.711

.923

P22

80.50

127.384

.741

.923