LAMPIRAN
Lampiran 1. Kuesioner Penelitian
KUESIONER PENELITIAN
Analisis Pengaruh Kualitas Produk Terhadap Kepuasan Nasabah Dalam
Menggunakan Mandiri Tabungan Pada PT.Bank Mandiri Tbk
Bersama ini, saya meminta kesediaan Saudara/i untuk mengisi daftar
kuesioner yang diberikan. Informasi yang Saudara/i berikan merupakan bantuan
yang sangat berarti bagi saya dalam menyelesaikan penelitian ini . Atas bantuan
dan perhatian Saudara/i, saya ucapkan terimakasih.
Nama
:
Umur
:
Jenis Kelamin
: a. Pria b. Wanita
Lama Menjadi Nasabah
: a. 6 Bulan
–
1 Tahun
b. Di atas 1 Tahun
Penghasilan / Bulan
:
a.
Rp.500.000,00 - Rp.1000.000,00
b.
Rp.1000.000,00 - Rp.1.500.000,00
c.
Rp.1.500.000,00 - Rp. 2000.000,00
d.
> Rp.2000.000,00
Isilah jawaban berikut sesuai dengan pendapat Saudara/i, dengan cara
memberikan tanda ( √) pada kolom yang tersedia.
KETERANGAN
Variabel
–
Variabel Penelitian
Kualitas Produk (X)
1.
Variabel Performa
(X
1)
No. Atribut
SS
S
KS
TS
STS
1
Biaya setoran awal pembukaan rekening Mandiri
Tabungan relatif ringan.
2
Mandiri Tabungan memiliki tingkat suku bunga lebih
besar dibandingkan dengan Bank lainnya.
2.
Variabel Keistimewaan
(X
2)
No. Atribut
SS
S
KS
TS
STS
1
Menggunakan ATM Bank Mandiri mudah dan tersebar
luas dan dapat digunakan di ATM Bersama, ATM
LINK, ATM Prima maupun ATM berlogo Visa di
seluruh dunia.
2
Mandiri Tabungan menyelenggarakan program undian
berhadiah Mandiri Fiesta secara rutin dan memberikan
hadiah terbesar
3.
Variabel Kenyamanan
(X
3)
No. Atribut
SS
S
KS
TS
STS
1
Fasilitas Mandiri SMS, Mandiri Internet dan Mandiri
Call menambah kenyamanan anda bertransaksi dimana
saja selama 24 jam
2
Ruang Bank Mandiri Nyaman untuk bertransaksi
4.
Kemampuan Pelayanan
(X
4)
No. Atribut
SS
S
KS
TS
STS
1
Karyawan Bank Mandiri sopan dalam melayani nasabah
Mandiri Tabungan
2
Karyawan Bank Mandiri mempunyai kompetensi dalam
melayani nasabah Mandiri Tabungan
5.
Kualitas yang dipersepsikan
(X
5)
No. Atribut
SS
S
KS
TS
STS
1
Dengan menggunakan Mandiri Tabungan dapat
meningkatkan harga diri karena mempunyai kualitas
produk yang baik
2
Mandiri Tabungan mempunyai nilai reputasi yang baik
Kepuasan Nasabah (Y)
No. Atribut
SS
S
KS
TS
STS
1
Saya mendapatkan produk Mandiri Tabungan sesuai
dengan keinginan dan kebutuhan
2
Saya mendapatkan produk Mandiri Tabungan
melampaui dengan harapan saya
Lampiran 2. Tabulasi Data
No.
VARIABEL INDEPENDENT VARIABEL DEPENDENT
43 4 4 5 4 4 4 5 5 5 5 4 4
93 3 3 4 4 3 3 5 4 4 4 4 4
94 4 4 4 4 4 4 4 4 4 4 4 4
95 4 4 4 4 4 4 5 5 3 4 4 4
96 4 4 4 3 4 4 4 4 4 4 4 4
97 4 4 5 5 4 3 4 4 4 4 5 5
98 4 4 4 4 3 3 4 4 4 4 4 4
99 5 4 5 4 4 4 5 4 4 5 5 4
100 5 4 4 4 3 4 5 4 5 3 4 5
Lampiran 3. Deskriptif Statistik
Descriptive Statistics
Valid N (listwise)
100
Lampiran 4. Uji Reliabilitas dan Validitas 30 Responden
Reliability
Scale: PERFORMA
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.663 2
Item-Total Statistics
Scale Mean
if Item Deleted
Scale Variance if Item Deleted
Corrected
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability
Scale: KENYAMANAN
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.921 2
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item Deleted
Kenyamanan_1 4.1333 .395 .861 .a
Kenyamanan_2 4.1000 .300 .861 .a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability
Scale: KEISTIMEWAAN
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.768 2
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item Deleted
Keistimewaan_1 4.1000 .369 .623 .a
Keistimewaan_2 4.1667 .351 .623 .a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability
Scale: PELAYANAN
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.889 2
Item-Total Statistics
Scale Mean
if Item Deleted
Scale Variance if Item Deleted
Corrected
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability
Scale: KUALITAS
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.674 2
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item Deleted
Kualitas_1 4.2667 .271 .511 .a
Kualitas_2 4.3000 .217 .511 .a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability
Scale: KEPUASAN NASABAH
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.697 2
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item Deleted
Kepuasan_Pelanggan_1 4.5333 .257 .539 .a
Kepuasan_Pelanggan_2 4.4667 .326 .539 .a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Lampiran 5. Uji Reliabilitas dan Validitas 100 Responden
Reliability
Scale: PERFORMA
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
.676 2
Item-Total Statistics
Scale
Mean if Item Deleted
Scale Variance if
Item
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Scale: KENYAMANAN
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
.857 2
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item Deleted
Kenyamanan_1 4.0200 .343 .750 .a
Kenyamanan_2 3.9700 .332 .750 .a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability
Scale: KEISTIMEWAAN
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
.667 2
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item Deleted
Keistimewaan_1 4.0200 .282 .501 .a
Keistimewaan_2 4.0800 .317 .501 .a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability
Scale: PELAYANAN
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
.789 2
Item-Total Statistics
Scale
Mean if Item Deleted
Scale Variance if
Item
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability
Scale: KUALITAS
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
.654 2
Item-Total Statistics
Scale Mean if Item
Deleted
Scale Variance if
Item Deleted
Corrected
Item-Total Correlation
Cronbach's Alpha
if Item Deleted
Kualitas_1 4.1100 .321 .490 .a
Kualitas_2 4.1200 .248 .490 .a
a. The value is negative due to a negative average covariance among items. This violates
reliability model assumptions. You may want to check item codings.
Reliability
Scale: KEPUASAN NASABAH
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
.711 2
Item-Total Statistics
Scale Mean if Item
Deleted
Scale Variance if
Item Deleted
Corrected
Item-Total Correlation
Cronbach's Alpha
if Item Deleted
Kepuasan_Pelanggan_1 4.4000 .242 .558 .a
Kepuasan_Pelanggan_2 4.3900 .321 .558 .a
a. The value is negative due to a negative average covariance among items. This violates reliability model
assumptions. You may want to check item codings.
Lampiran 6. Regresi
Regression
Descriptive Statistics
Mean Std. Deviation N
Kepuasan_Pelanggan 8.79 0.93523 100
Performa 8.05 0.80873 100
nasabah Performa Keistimewaan Kenyamanan Pelayanan Kualitas Pearson
N Kepuasan_Pelanggan
100 100 100 100 100 100
Variables Entered/Removedb
Model
Variables Entered
Variables
Removed Method
1
Kualitas, Pelayanan, Performa, Kenyamanan,
Keistimewaana . Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
Model Summaryb
Model R
Change Statistics R
a. Predictors: (Constant), Kualitas, Pelayanan, Performa, Kenyamanan, Keistimewaan b. Dependent Variable: Kepuasan_Pelanggan
ANOVAb
a. Predictors: (Constant), Kualitas, Pelayanan, Performa, Kenyamanan, Keistimewaan
b. Dependent Variable: Kepuasan_Pelanggan
Coefficients
a. Dependent Variable: Kepuasan_Pelanggan
Coefficient Correlationsa
Model Kualitas Pelayanan Performa Kenyamanan Keistimewaan
1 Correlations Kualitas 1 0.027 -0.033 -0.173 -0.221
a. Dependent Variable:
Kepuasan_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean
Std.
Deviation N
Predicted Value
6.9829 10.1007 8.79 0.56264 100
Residual
-1.78469 1.51624 0 0.74705 100
Std. Predicted
Value -3.212 2.33 0 1 100
Std. Residual
-2.328 1.978 0 0.974 100
a. Dependent Variable: Kepuasan_Pelanggan
Lampiran 7. N-Par Test
One-Sample Kolmogorov-Smirnov Test
Performa Keistimewaan Kenyamanan Pelayanan Kualitas
Kepuasan
Deviation 0. 80873 0.94815 1.08707 0.99549 0.91954 0.93523
Most
Kolmogorov- Smirnov
Z 3.554 3.08 3.063 3.299 3.288 2.809
Asymp. Sig. (2-tailed)
0 0 0 0 0 0
a. Test distribution is
Normal.
