Lampiran 1: Panduan Wawancara PANDUAN WAWANCARA

(1)

Lampiran 1: Panduan Wawancara

PANDUAN WAWANCARA

Kualitas layanan Brown Salon di Tunjungan Plaza Surabaya 1. Apakah menurut Anda ruangan Brown Salon nyaman?

a) Ya b) Tidak

2. Apakah menurut Anda Brown Salon telah memberikan hasil sesuai yang dijanjikan?

a) Ya b) Tidak

3. Apakah menurut Anda karyawan Brown Salon memberikan layanan dengan cepat?

a) Ya b) Tidak

4. Apakah menurut Anda karyawan Brown Salon bersikap sopan?

a) Ya b) Tidak

5. Apakah menurut Anda karyawan Brown Salon memperhatikan kebutuhan Anda?

a) Ya b) Tidak

Kepuasan pelanggan Brown Salon di Tunjungan Plaza Surabaya

1. Apakah perbandingan harga dengan manfaat yang diperoleh sesuai dengan harapan Anda?

a) Ya b) Tidak

2. Apakah karyawan Brown Salon memberikan layanan dengan akurat sesuai dengan harapan Anda?

a) Ya b) Tidak

3. Apakah reputasi Brown Salon sesuai dengan harapan Anda?

a) Ya b) Tidak

(2)

Lampiran 2: Kuisioner

KUESIONER

Responden yang terhormat,

Terima kasih sebelumnya atas waktu yang Anda sediakan untuk mengisi kuesioner ini. Kuesioner ini berisikan penilaian Anda mengenai kualitas layanan dan kepuasan pelanggan Brown Salon di Tunjungan Plaza Surabaya.

BAGIAN PERTAMA

Beri tanda (x) pada jawaban yang sesuai dengan pilihan Anda 1. Apakah Anda tinggal di Surabaya?

a. Ya b. Tidak

(jika Anda menjawab “tidak”, stop sampai disini) 2. Apa pendidikan terakhir Anda?

a. ≥ SMU b. < SMU

c. (jika Anda menjawab “< SMU”, stop sampai disini)

BAGIAN KEDUA

Berikan pendapat Anda mengenai kualitas layanan Brown Salon di Tunjungan Plaza Surabaya, dengan memberi tanda (x) pada variabel dibawah ini.

TANGIBLES

1. Kenyamanan ruangan salon

Tidak nyaman 1 2 3 4 5 6 7 Nyaman

2. Kerapian penampilan karyawan salon

Tidak rapi 1 2 3 4 5 6 7 Rapi

3. Kelengkapan peralatan salon

Tidak lengkap 1 2 3 4 5 6 7 Lengkap

4. Kebersihan ruangan salon

Tidak bersih 1 2 3 4 5 6 7 Bersih

(3)

Lampiran 2: Kuisioner (Sambungan)

5. Kemenarikan interior dalam salon

Tidak menarik 1 2 3 4 5 6 7 Menarik

6. Kerapian tata letak ruangan dalam salon

Tidak rapi 1 2 3 4 5 6 7 Rapi

RELIABILITY

7. Ketepatan janji yang diberikan karyawan salon

Tidak tepat 1 2 3 4 5 6 7 Tepat

8. Kesesuaian jenis pelayanan yang disarankan karyawan salon

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

9. Ketepatan waktu jam operasional salon

Tidak tepat 1 2 3 4 5 6 7 Tepat

RESPONSIVENESS

10. Kecepatan karyawan salon dalam melayani Anda

Tidak cepat 1 2 3 4 5 6 7 Cepat

11. Kesediaan karyawan salon dalam membantu memenuhi keinginan Anda Tidak bersedia 1 2 3 4 5 6 7 Bersedia

ASSURANCES

12. Kemampuan karyawan salon dalam memberikan penjelasan kepada Anda

Tidak mampu 1 2 3 4 5 6 7 Mampu

13. Kesopanan karyawan salon dalam melayani Anda

Tidak sopan 1 2 3 4 5 6 7 Sopan

14. Kepandaian karyawan salon dalam memberikan pelayanan

Tidak pandai 1 2 3 4 5 6 7 Pandai

EMPATHY

15. Keseriusan karyawan dalam melayani keluhan Anda

Tidak serius 1 2 3 4 5 6 7 Serius

(4)

Lampiran 2: Kuisioner (Sambungan)

16. Kemampuan karyawan salon dalam berkomunikasi dengan baik

Tidak mampu 1 2 3 4 5 6 7 Mampu

BAGIAN KETIGA

Berikan pendapat Anda mengenai kepuasan pelanggan Brown Salon di Tunjungan Plaza Surabaya dengan memberi tanda (x) pada variabel dibawah ini.

ATTRIBUTES RELATED TO PRODUCT

1. Perbandingan harga dan manfaat layanan salon yang diperoleh sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

2. Kualitas layanan salon sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

3. Manfaat yang diberikan layanan salon sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

4. Konsistensi hasil kerja karyawan sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

5. Banyaknya layanan salon sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

ATTRIBUTES RELATED TO SERVICE

6. Ketepatan karyawan dalam memberikan layanan sesuai dengan harapan Anda Tidak sesuai 1 2 3 4 5 6 7 Sesuai

7. Kecepatan karyawan dalam memberikan layanan sesuai dengan harapan Anda Tidak sesuai 1 2 3 4 5 6 7 Sesuai

8. Kemampuan karyawan salon dalam menanggapi keluhan sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

ATTRIBUTES RELATED TO PURCHASE

9. Kesopanan karyawan salon sesuai dengan harapan Anda

(5)

Lampiran 2: Kuisioner (Sambungan)

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

10. Kejelasan karyawan salon dalam memberikan informasi sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

11. Kemudahan untuk mendapatkan layanan salon sesuai dengan harapan Anda Tidak sesuai 1 2 3 4 5 6 7 Sesuai

12. Reputasi salon sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

13. Pengetahuan karyawan dalam memberikan informasi sesuai dengan harapan Anda

Tidak sesuai 1 2 3 4 5 6 7 Sesuai

Û Terima kasih atas kesediaan Anda untuk mengisi kuesioner ini Û

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Lampiran 3: Tampilan Data

TAMPILAN DATA KUALITAS LAYANAN BROWN SALON DI TUNJUNGAN PLAZA SURABAYA

TANGIBLES RELIABILITY RESPONSIVENESS ASSURANCES EMPHATY Resp

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Mean

1 5 4 5 4 6 4 5 6 6 6 5 5 6 6 6 5 5.25 2 5 5 5 5 5 5 2 2 6 6 6 5 6 5 6 5 4.94 3 4 5 5 5 6 6 4 4 6 6 5 5 6 6 6 6 5.31 4 5 6 5 4 6 5 3 4 5 6 6 6 6 6 5 4 5.13 5 3 4 6 5 6 4 4 5 5 6 6 5 6 6 6 5 5.13 6 3 4 5 4 7 5 4 5 5 6 6 6 6 6 6 5 5.19 7 5 4 5 4 6 6 5 5 5 6 6 6 6 6 6 6 5.44 8 5 5 5 5 6 5 6 6 5 6 6 6 6 6 6 6 5.63 9 4 4 5 5 6 4 4 4 5 6 6 5 6 6 7 5 5.13 10 5 4 5 5 6 5 5 5 5 6 5 5 5 5 6 6 5.19 11 2 3 2 3 1 6 2 1 5 2 3 2 2 3 5 2 2.75 12 2 5 2 1 2 5 2 1 5 1 5 2 2 3 2 2 2.63 13 5 6 7 6 7 4 2 7 5 5 2 5 7 2 6 2 4.88 14 6 7 7 7 6 5 7 7 5 5 6 7 7 6 7 6 6.31 15 7 7 7 6 6 6 7 7 5 7 7 6 5 5 6 7 6.31 16 6 6 4 7 5 5 7 6 5 7 7 5 5 7 5 7 5.88 17 1 1 5 1 3 4 3 4 5 4 3 1 3 1 4 3 2.88 18 4 5 5 4 6 5 5 6 5 6 6 6 7 7 5 6 5.50 19 1 6 1 6 1 6 4 1 5 1 5 1 5 3 5 2 3.31 20 7 3 7 7 5 5 5 6 5 4 7 7 6 7 7 7 5.94 21 7 6 7 7 7 3 7 6 5 7 7 7 7 6 7 6 6.38 22 1 4 4 4 2 5 1 2 5 3 1 2 5 1 2 2 2.75 23 3 3 2 2 5 6 4 2 5 2 2 2 2 2 2 3 2.94 24 7 7 6 7 7 5 6 6 5 7 7 6 7 6 7 7 6.44 25 6 7 7 6 5 4 5 6 5 7 5 6 6 7 7 5 5.88 26 3 3 2 2 2 5 4 2 5 3 2 4 3 2 2 3 2.94 27 1 1 5 4 1 6 4 2 5 1 1 1 5 4 1 2 2.75 28 2 1 4 2 2 5 3 2 5 4 1 5 1 6 2 6 3.19 29 7 6 7 6 6 4 6 6 5 7 5 5 4 6 2 5 5.44 30 7 7 7 5 7 5 6 5 5 7 7 7 7 7 5 5 6.19 31 6 6 6 6 6 5 6 7 5 6 5 3 7 3 7 7 5.69 32 5 5 6 6 7 6 3 5 5 5 2 3 2 2 5 5 4.50 33 1 6 6 3 5 5 5 2 5 1 2 3 2 2 1 1 3.13 34 6 4 7 5 7 4 6 6 5 4 2 3 2 3 5 6 4.69 35 5 5 5 4 6 5 4 1 5 5 5 4 7 6 4 4 4.69 36 7 6 7 7 7 6 7 7 5 7 6 6 7 7 7 7 6.63 37 2 1 1 3 3 5 5 4 5 1 2 4 2 5 3 2 3.00 38 5 6 6 5 2 4 2 2 5 6 2 2 1 1 6 6 3.81 39 5 5 5 4 7 5 7 7 5 6 4 3 5 5 4 4 5.06 40 7 6 6 4 6 6 5 6 5 4 6 7 5 5 7 7 5.75 41 5 4 4 6 4 5 2 4 5 7 6 3 6 6 5 5 4.81 42 5 5 5 4 5 4 3 4 5 5 6 2 5 5 5 5 4.56 43 4 6 5 5 6 5 5 3 5 4 6 2 5 5 5 5 4.75 44 5 3 4 6 5 6 3 4 5 2 5 6 4 6 5 5 4.63 45 7 6 7 7 7 5 5 6 5 5 7 6 7 7 6 7 6.25

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Lampiran 3: Tampilan Data (Sambungan)

46 5 6 4 7 6 4 6 6 5 5 4 7 3 3 5 6 5.13 47 6 6 7 5 4 5 7 6 5 7 7 6 7 4 5 5 5.75 48 4 3 3 2 3 5 2 3 5 4 2 3 4 3 5 4 3.44 49 3 4 4 4 3 4 4 4 5 4 3 5 4 2 6 2 3.81 50 6 6 5 7 6 3 4 6 5 5 7 5 6 6 3 7 5.44 51 4 3 6 6 5 6 3 6 5 4 6 6 5 5 5 5 5.00 52 4 3 3 2 2 5 2 2 5 6 4 3 4 1 5 2 3.31 53 5 3 4 5 3 4 5 6 5 4 6 6 6 6 4 4 4.75 54 5 7 5 7 7 5 6 6 5 4 5 6 4 7 5 5 5.56 55 6 5 5 7 7 6 5 2 5 6 7 6 6 6 4 6 5.56 56 2 5 5 1 5 5 4 1 5 4 2 2 1 4 5 3 3.38 57 5 6 6 2 1 4 1 2 5 5 2 5 4 2 1 2 3.31 58 5 3 3 5 6 3 7 3 5 4 6 6 5 6 5 6 4.88 59 4 4 7 7 6 6 7 7 5 7 7 6 6 7 6 7 6.19 60 6 6 7 7 6 5 7 4 5 6 7 6 6 6 4 6 5.88 61 4 6 6 5 6 4 7 4 5 5 4 6 4 6 5 6 5.19 62 5 4 5 7 5 5 6 2 5 5 2 4 3 7 5 4 4.63 63 5 6 5 6 5 6 5 6 5 3 6 6 5 5 5 7 5.38 64 4 4 5 7 6 5 6 2 5 5 4 6 6 5 5 6 5.06 65 6 6 6 5 5 4 6 6 5 4 7 6 5 7 6 6 5.63 66 6 6 6 4 3 5 4 6 5 5 6 6 6 2 6 6 5.13 67 4 3 3 2 4 6 3 7 5 4 6 7 7 5 5 5 4.75 68 4 5 5 2 6 5 5 5 5 5 3 5 2 3 3 6 4.31 69 4 5 4 4 6 4 6 5 5 5 5 7 6 6 6 4 5.13 70 5 6 6 7 4 5 5 7 5 6 4 6 4 7 5 5 5.44 71 5 7 7 6 6 6 6 7 5 7 6 7 6 7 7 6 6.31 72 4 4 4 6 7 5 3 5 5 3 6 3 5 4 5 5 4.63 73 4 6 4 7 5 4 5 7 5 4 5 7 7 7 5 6 5.50 74 7 6 6 5 7 5 6 6 5 7 4 7 7 7 6 6 6.06 75 6 7 5 7 7 3 6 7 5 6 7 6 7 6 6 7 6.13 76 5 4 5 6 7 5 6 7 5 4 6 4 2 4 6 7 5.19 77 7 6 7 7 7 4 7 7 5 7 7 5 7 7 7 6 6.44 78 4 6 5 5 7 5 7 7 5 4 5 6 5 3 4 4 5.13 79 5 6 4 4 7 3 4 6 5 5 6 5 4 2 4 3 4.56 80 7 6 7 4 6 6 5 6 5 5 4 7 5 2 5 6 5.38 81 7 6 7 6 7 5 7 7 5 5 7 7 6 7 4 7 6.25 82 6 6 7 4 5 4 3 4 5 7 5 4 7 6 4 4 5.06 83 4 7 3 5 6 5 5 3 5 4 6 3 7 7 5 6 5.06 84 5 4 4 6 5 6 7 2 5 4 4 7 4 4 6 6 4.94 85 6 6 5 4 7 5 5 2 5 5 7 6 4 3 5 6 5.06 86 7 7 6 6 7 4 6 7 5 7 6 5 7 6 5 5 6.00 87 4 5 6 2 3 5 5 4 5 6 5 7 6 7 7 6 5.19 88 5 7 4 5 7 6 7 7 5 4 7 6 6 7 5 4 5.75 89 6 5 4 2 3 5 2 2 5 5 4 5 4 3 4 5 4.00 90 4 3 6 2 2 4 2 5 5 4 2 2 5 3 5 4 3.63 91 5 5 5 6 5 5 4 7 5 5 6 6 5 5 5 5 5.25 92 4 6 4 7 7 6 7 6 5 4 4 6 6 5 4 4 5.31 93 5 4 4 5 6 5 7 5 5 6 7 6 5 7 6 6 5.56 94 5 5 5 4 7 4 5 3 5 5 2 2 6 2 6 6 4.50 95 7 6 5 7 6 3 7 4 5 4 6 7 6 6 4 4 5.44 96 5 6 4 5 6 5 7 4 5 4 6 5 5 4 4 5 5.00 97 7 6 7 7 5 6 6 2 5 5 5 7 6 6 4 5 5.56 98 5 6 4 6 6 5 5 6 5 6 6 5 4 4 5 4 5.13

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Lampiran 3: Tampilan Data (Sambungan)

99 6 6 7 7 6 4 6 2 5 5 6 7 6 7 5 5 5.63 100 4 7 3 5 6 3 6 6 5 5 2 3 5 4 5 6 4.69

X

4.8 5.1 5.1 5 5.3 4.8 4.9 4.7 5 4.9 4.9 5 5.1 4.9 5 5 SD 1.6 1.5 1.5 1.7 1.7 0.8 1.7 1.9 0.2 1.5 1.8 1.7 1.6 1.8 1.4 1.5

TANGIBLES RELIABILITY RESPONSIVENESS ASSURANCE EMPHATY Total

X

5.00 4.85 4.925 4.98 4.99 4.95 SD 1.46 1.26 1.66 1.73 1.47 1.52

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Lampiran 3: Tampilan Data (Sambungan)

TAMPILAN DATA KEPUASAN PELANGGAN BROWN SALON DI TUNJUNGAN PLAZA SURABAYA

Attributes related to product Attributes related

to service Attributes related to purchase

Resp

1 2 3 4 5 6 7 8 9 10 11 12 13

Mean

1 7 7 5 4 4 7 6 6 4 6 4 5 4 5.31 2 5 7 5 4 4 7 6 5 3 4 3 4 5 4.77 3 7 7 5 4 4 6 6 6 5 5 6 5 6 5.54 4 5 5 5 3 3 6 6 5 6 4 5 5 5 4.85 5 7 7 4 4 4 7 6 6 4 4 4 5 4 5.08 6 7 7 6 4 4 7 6 6 3 4 5 4 5 5.23 7 7 6 5 4 4 7 6 5 5 5 6 5 6 5.46 8 7 7 6 5 5 7 6 6 4 4 5 4 5 5.46 9 6 5 5 2 2 6 5 5 5 5 4 5 4 4.54 10 4 5 4 3 3 6 5 5 4 4 5 5 5 4.46 11 2 1 3 4 6 4 3 4 3 5 6 4 6 3.92 12 1 4 4 2 3 4 5 6 6 6 5 5 5 4.31 13 5 6 5 6 6 6 4 4 5 5 4 4 4 4.92 14 7 6 7 7 6 7 7 6 4 4 5 5 5 5.85 15 7 6 7 7 6 7 7 7 3 4 6 4 6 5.92 16 6 6 6 7 6 7 6 7 4 5 5 4 5 5.69 17 3 2 3 6 2 2 5 2 5 5 4 5 4 3.69 18 7 6 6 7 5 6 6 6 3 5 5 3 5 5.38 19 3 4 1 5 2 4 4 2 4 5 6 5 6 3.92 20 5 7 5 7 6 7 5 7 5 5 5 6 5 5.77 21 7 7 6 7 7 6 7 7 4 4 3 5 3 5.62 22 2 1 5 2 3 3 4 3 5 4 5 4 5 3.54 23 5 2 6 5 2 3 3 2 3 4 6 5 6 4 24 7 5 7 7 7 7 6 7 5 4 5 4 5 5.85 25 7 6 6 7 7 7 7 6 4 6 4 5 4 5.85 26 5 4 4 4 4 2 1 2 5 5 5 4 5 3.85 27 5 5 1 4 2 1 5 1 4 4 6 5 6 3.77 28 4 1 5 5 1 5 4 1 5 6 5 4 5 3.92 29 5 6 4 6 5 4 5 7 3 4 4 4 4 4.69 30 7 6 7 7 7 7 7 7 5 6 5 5 5 6.23 31 5 6 7 7 6 6 7 7 4 4 5 5 5 5.69 32 5 6 2 5 4 4 4 3 3 5 6 4 6 4.38 33 4 3 3 2 3 5 4 2 6 6 5 5 5 4.08 34 5 4 4 4 7 6 4 6 5 5 4 4 4 4.77 35 6 6 5 5 6 4 5 4 4 4 5 5 5 4.92 36 7 7 6 7 7 7 7 7 3 4 6 4 6 6 37 4 3 3 2 2 5 6 4 4 5 5 4 5 4 38 5 3 4 5 3 2 4 3 5 5 4 5 4 4 39 5 3 5 7 7 4 4 5 3 5 5 3 5 4.69 40 6 7 7 7 7 7 6 7 4 5 6 5 6 6.15 41 5 5 5 6 5 6 4 5 6 4 5 5 5 5.08

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Lampiran Data 3: Tampilan Data (Sambungan)

42 5 6 6 4 4 3 5 6 4 4 4 5 4 4.62 43 5 3 5 5 6 5 4 6 3 4 5 4 5 4.62 44 4 4 5 4 4 7 5 7 5 5 6 5 6 5.15 45 7 6 7 7 7 7 7 7 4 4 5 4 5 5.92 46 4 6 6 5 6 6 5 4 5 5 4 5 4 5 47 5 7 5 7 7 7 5 7 4 4 5 5 5 5.62 48 3 5 2 2 3 2 3 2 4 4 5 5 5 3.46 49 4 4 5 4 6 4 2 4 5 5 5 4 4 4.31 50 6 6 6 5 7 7 7 7 4 4 4 3 3 5.31 51 6 6 6 4 3 5 5 6 5 5 5 6 6 5.23 52 4 3 3 2 4 2 4 2 5 5 5 5 5 3.77 53 4 5 5 6 6 6 5 3 5 5 5 4 4 4.85 54 4 5 7 7 6 7 7 7 4 5 4 5 5 5.62 55 6 6 6 7 7 5 6 7 5 5 5 6 6 5.92 56 5 3 3 2 6 4 4 6 4 3 4 5 5 4.15 57 4 4 4 2 2 2 3 6 5 5 5 4 4 3.85 58 4 7 3 3 5 6 7 5 5 5 5 5 3 4.85 59 7 7 6 7 7 6 7 7 4 4 4 6 6 6 60 7 7 6 4 5 7 6 7 5 5 5 5 5 5.69 61 5 4 5 6 7 5 4 6 4 4 3 4 4 4.69 62 6 6 4 6 3 4 5 4 5 5 5 5 5 4.85 63 4 6 5 5 7 5 4 5 4 2 4 6 6 4.85 64 5 6 4 4 7 4 5 6 4 4 4 5 5 4.85 65 7 6 7 4 6 6 5 4 5 5 5 4 4 5.23 66 5 6 4 6 4 5 5 7 1 5 3 5 5 4.69 67 6 6 7 4 5 4 7 5 5 5 5 6 6 5.46 68 4 7 3 5 6 4 4 6 6 6 6 5 5 5.15 69 5 4 4 6 5 5 4 4 5 5 5 4 4 4.62 70 6 6 5 4 7 6 5 7 4 4 2 5 5 5.08 71 7 7 6 6 7 5 7 6 5 5 5 6 6 6 72 4 5 6 2 3 2 6 5 4 3 4 5 5 4.15 73 5 7 4 5 7 5 4 7 5 5 5 4 4 5.15 74 1 6 7 7 6 7 7 3 4 4 5 5 5 5.15 75 7 1 7 7 7 5 1 1 5 5 5 3 3 4.38 76 7 7 7 7 7 7 7 7 4 4 5 5 5 6.08 77 7 7 7 7 7 7 7 7 4 5 4 4 4 5.92 78 1 1 7 7 7 7 3 2 5 5 5 5 5 4.62 79 5 7 7 7 7 7 5 5 5 5 5 5 3 5.62 80 7 1 7 7 7 7 7 7 4 4 4 6 6 5.69 81 1 6 7 7 7 7 7 1 5 5 5 5 5 5.23 82 1 1 7 7 7 7 7 7 4 4 4 4 4 4.92 83 7 7 7 7 7 7 7 7 5 5 5 5 5 6.23 84 1 1 7 7 7 7 1 1 4 4 4 6 6 4.31 85 5 1 7 7 7 7 1 6 4 5 4 5 5 4.92 86 6 7 7 7 6 6 7 6 5 5 5 4 4 5.77 87 7 7 5 6 6 5 5 6 5 5 5 5 5 5.54 88 7 7 7 7 7 7 7 7 5 5 5 6 6 6.38 89 5 6 5 6 7 6 4 7 5 5 5 5 5 5.46 90 4 5 5 4 4 4 6 5 5 6 5 4 4 4.69

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Lampiran 3: Tampilan Data (Sambungan)

91 6 6 6 6 7 4 7 6 4 4 5 5 5 5.46 92 2 3 2 2 5 2 2 2 5 5 5 6 6 3.62 93 5 5 4 7 4 4 5 3 4 5 4 5 5 4.62 94 7 4 4 4 3 6 4 6 5 5 5 4 4 4.69 95 3 3 2 2 5 2 2 2 5 6 5 5 3 3.46 96 7 7 7 6 7 6 7 6 3 5 5 5 5 5.85 97 5 5 6 4 7 6 3 6 5 6 5 5 6 5.31 98 6 4 4 5 5 4 3 5 4 5 4 5 5 4.54 99 3 3 2 2 2 2 2 2 5 4 5 4 4 3.08 100 5 5 5 4 2 2 5 3 6 3 4 6 3 4.08

X

5.10 5.06 5.14 5.12 5.22 5.27 5.05 5.06 4.41 4.66 4.75 4.73 4.84 SD 1.69 1.86 1.56 1.73 1.77 1.71 1.64 1.89 0.85 0.74 0.76 0.72 0.85

Attributes related to product Attributes related to

service Attributes related to purchase Total

X

5.13 5.13 4.68 4.98 SD 1.72 1.75 0.78 1.42

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1 .472** .406* .595** .536** .431* .558** .611** .558** .412* .559** .538** .559** .479** .389* .375* .631**

.008 .026 .001 .002 .018 .001 .000 .001 .024 .001 .002 .001 .007 .033 .041 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.472** 1 .335 .581** .225 -.059 .375* .482** .361* .235 -.072 .203 -.072 -.070 .038 .056 .187

.008 .071 .001 .232 .756 .041 .007 .050 .211 .706 .282 .706 .712 .841 .767 .324

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.406* .335 1 .143 .365* .234 .425* .348 .359 .527** -.140 -.043 -.140 -.183 -.251 -.245 .150

.026 .071 .451 .047 .212 .019 .059 .051 .003 .461 .823 .461 .333 .181 .192 .427

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.595** .581** .143 1 .036 .102 .179 .556** .276 .280 .181 .188 .181 .291 .352 .358 .266

.001 .001 .451 .850 .591 .343 .001 .140 .133 .338 .321 .338 .119 .056 .052 .155

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.536** .225 .365* .036 1 .208 .355 .034 .528** .182 .160 .253 .160 .147 -.067 .008 .367*

.002 .232 .047 .850 .270 .054 .859 .003 .335 .397 .178 .397 .437 .724 .967 .046

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.431* -.059 .234 .102 .208 1 .403* .213 .105 .089 .162 .033 .162 .205 -.116 .057 .082

.018 .756 .212 .591 .270 .027 .259 .580 .642 .392 .861 .392 .277 .543 .763 .666

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.558** .375* .425* .179 .355 .403* 1 .335 .279 .126 .191 .300 .191 -.028 -.053 .015 .188

.001 .041 .019 .343 .054 .027 .070 .136 .509 .312 .107 .312 .885 .779 .937 .321

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.611** .482** .348 .556** .034 .213 .335 1 .204 .348 .426* .177 .426* .054 .268 .062 .123

.000 .007 .059 .001 .859 .259 .070 .281 .059 .019 .351 .019 .777 .152 .747 .516

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.558** .361* .359 .276 .528** .105 .279 .204 1 .118 .033 .167 .033 .166 .022 .171 .390*

.001 .050 .051 .140 .003 .580 .136 .281 .535 .863 .378 .863 .379 .910 .367 .033

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.412* .235 .527** .280 .182 .089 .126 .348 .118 1 .103 .086 .103 .011 -.139 -.102 .267

.024 .211 .003 .133 .335 .642 .509 .059 .535 .587 .652 .587 .954 .465 .593 .154

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.559** -.072 -.140 .181 .160 .162 .191 .426* .033 .103 1 .590** 1.000** .344 .469** .167 .356

.001 .706 .461 .338 .397 .392 .312 .019 .863 .587 .001 .000 .063 .009 .379 .054

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.538** .203 -.043 .188 .253 .033 .300 .177 .167 .086 .590** 1 .590** .235 .284 .336 .363*

.002 .282 .823 .321 .178 .861 .107 .351 .378 .652 .001 .001 .212 .128 .069 .049

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.559** -.072 -.140 .181 .160 .162 .191 .426* .033 .103 1.000** .590** 1 .344 .469** .167 .356

.001 .706 .461 .338 .397 .392 .312 .019 .863 .587 .000 .001 .063 .009 .379 .054

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.479** -.070 -.183 .291 .147 .205 -.028 .054 .166 .011 .344 .235 .344 1 .609** .618** .417*

.007 .712 .333 .119 .437 .277 .885 .777 .379 .954 .063 .212 .063 .000 .000 .022

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.389* .038 -.251 .352 -.067 -.116 -.053 .268 .022 -.139 .469** .284 .469** .609** 1 .441* .469**

.033 .841 .181 .056 .724 .543 .779 .152 .910 .465 .009 .128 .009 .000 .015 .009

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.375* .056 -.245 .358 .008 .057 .015 .062 .171 -.102 .167 .336 .167 .618** .441* 1 .373*

.041 .767 .192 .052 .967 .763 .937 .747 .367 .593 .379 .069 .379 .000 .015 .042

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

.631** .187 .150 .266 .367* .082 .188 .123 .390* .267 .356 .363* .356 .417* .469** .373* 1

.000 .324 .427 .155 .046 .666 .321 .516 .033 .154 .054 .049 .054 .022 .009 .042

30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30

Pearson Correlation Sig. (2-tailed) N

Pearson Correlation Sig. (2-tailed) N KLTOT

KL1

KL2

KL3

KL4

KL5

KL6

KL7

KL8

KL9

KL10

KL11

KL12

KL13

KL14

KL15

KL16

KLTOT KL1 KL2 KL3 KL4 KL5 KL6 KL7 KL8 KL9 KL10 KL11 KL12 KL13 KL14 KL15 KL16

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

**.

*.

Lam pir an 4: Hasil U ji V alid itas 55

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Correlations

1 .861** .855** .700** .558** .728** .842** .923** .856** .788** .849** .861** .855** .901**

.000 .000 .000 .001 .000 .000 .000 .000 .000 .000 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.861** 1 .746** .614** .471** .484** .649** .804** .661** .627** .545** 1.000** .746** .759**

.000 .000 .000 .009 .007 .000 .000 .000 .000 .002 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.855** .746** 1 .340 .295 .493** .711** .767** .687** .660** .718** .746** 1.000** .794**

.000 .000 .066 .113 .006 .000 .000 .000 .000 .000 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.700** .614** .340 1 .439* .576** .503** .690** .676** .511** .621** .614** .340 .571**

.000 .000 .066 .015 .001 .005 .000 .000 .004 .000 .000 .066 .001

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.558** .471** .295 .439* 1 .677** .427* .463** .317 .385* .364* .471** .295 .333

.001 .009 .113 .015 .000 .019 .010 .088 .036 .048 .009 .113 .072

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.728** .484** .493** .576** .677** 1 .487** .618** .558** .457* .733** .484** .493** .642**

.000 .007 .006 .001 .000 .006 .000 .001 .011 .000 .007 .006 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.842** .649** .711** .503** .427* .487** 1 .824** .791** .674** .682** .649** .711** .814**

.000 .000 .000 .005 .019 .006 .000 .000 .000 .000 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.923** .804** .767** .690** .463** .618** .824** 1 .742** .710** .767** .804** .767** .820**

.000 .000 .000 .000 .010 .000 .000 .000 .000 .000 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.856** .661** .687** .676** .317 .558** .791** .742** 1 .709** .774** .661** .687** .814**

.000 .000 .000 .000 .088 .001 .000 .000 .000 .000 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.788** .627** .660** .511** .385* .457* .674** .710** .709** 1 .712** .627** .660** .665**

.000 .000 .000 .004 .036 .011 .000 .000 .000 .000 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.849** .545** .718** .621** .364* .733** .682** .767** .774** .712** 1 .545** .718** .780**

.000 .002 .000 .000 .048 .000 .000 .000 .000 .000 .002 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.861** 1.000** .746** .614** .471** .484** .649** .804** .661** .627** .545** 1 .746** .759**

.000 .000 .000 .000 .009 .007 .000 .000 .000 .000 .002 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.855** .746** 1.000** .340 .295 .493** .711** .767** .687** .660** .718** .746** 1 .794**

.000 .000 .000 .066 .113 .006 .000 .000 .000 .000 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

.901** .759** .794** .571** .333 .642** .814** .820** .814** .665** .780** .759** .794** 1

.000 .000 .000 .001 .072 .000 .000 .000 .000 .000 .000 .000 .000

30 30 30 30 30 30 30 30 30 30 30 30 30 30

Pearson Correlation Sig. (2-tailed) N

KPTOT

KP1

KP2

KP3

KP4

KP5

KP6

KP7

KP8

KP9

KP10

KP11

KP12

KP13

KPTOT KP1 KP2 KP3 KP4 KP5 KP6 KP7 KP8 KP9 KP10 KP11 KP12 KP13

**.

*.

VALIDITY KP

Lam pir an 4: Hasil U ji V alid itas (Sambun gan ) 56

(14)

RELIABILITY KL

Case Processing Summary

N %

Valid 30 100.0

Excluded(

a) 0 .0

Cases

Total 30 100.0

a Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's

Alpha N of Items

.795 16

Reliability KP

Case Processing Summary

N %

Valid 30 100.0

Excluded(

a) 0 .0

Cases

Total 30 100.0

a Listwise deletion based on all variables in the procedure.

Reliability Statistics Cronbach's

Alpha N of Items

.956 13

(15)

Regression

Descriptive Statistics

Mean Std. Deviation N

KP 5.1770 1.21504 100

KL 4.9625 1.15391 100

Correlations

KP KL

KP 1.000 .793

Pearson Correlation

KL .793 1.000

KP . .000

Sig. (1-tailed)

KL .000 .

KP 100 100

N

KL 100 100

Variables Entered/Removed(b)

Model

Variables Entered

Variables

Removed Method

1 KL(a) . Enter

a All requested variables entered.

b Dependent Variable: KP

Model Summary

Model R R Square

Adjusted R Square

Std. Error of the Estimate

1 .793(a) .629 .625 .74430

a Predictors: (Constant), KL

ANOVA(b)

Model

Sum of

Squares df Mean Square F Sig.

Regression 91.867 1 91.867 165.829 .000(a)

Residual 54.290 98 .554

1

Total 146.157 99

a Predictors: (Constant), KL b Dependent Variable: KP

Coefficients(a) Unstandardized

Coefficients

Standardized

Coefficients t Sig.

Model B Std. Error Beta B Std. Error

(Constant) 1.034 .330 3.132 .002

1

KL .835 .065 .793 12.877 .000

a Dependent Variable: KP