Kuesioner
Yth. Pelanggan jasa penerbangan
PT. Garuda Indonesia (Persero) Tbk
Branch Office Palembang
Dengan hormat,
Sehubungan dengan Laporan Akhir saya yang berjudul
Pengaruh Dimensi Bukti Fisik
(
tangible
) dan Keandalan (
reliability
) Terhadap Kepuasan Pelanggan Atas Pelayanan
Jasa Penerbangan Pada PT. Garuda Indonesia (Persero) Tbk Branch Office Palembang
dalam rangka memenuhi salah satu syarat menyelesaikan pendidikan Diploma III jurusan
Administrasi Bisnis di Politeknik Negeri Sriwijaya Palembang.
Oleh sebab itu saya bermaksud memohon kesediaan Bapak/Ibu untuk mengisi daftar
pertanyaan (kuesioner). Informasi yang Bapak/Ibu berikan semata-mata untuk data
penelitian, untuk itu isilah kuesioner ini dengan sebenar-benarnya dan kerahasiaan jawaban
tetap terjaga. Atas kesediaanya saya ucapkan terima kasih.
Hormat saya,
Petunjuk:
Isilah identitas Bapak/Ibu terlebih dahulu.
Identitas responden
Nama
:
Jenis kelamin
:
P / L
Usia
:
1. 18
–
27
Tahun
2. 28
–
37
3. 38
–
47
4. 48
–
57
5. 58
–
67
Pendidikan terakhir :
1. SMA
2. Diploma
3. S1
4. S2
5. S3
Pekerjaan
:
1. Pegawai negeri
2. Pegawai swasta
3. Wiraswasta
4. Pensiunan
Petunjuk:
Pilihlah jawaban dengan memberikan tanda
check list
(
) pada salah satu jawaban
yang paling sesuai dengan pendapat Bapak/Ibu.
Kriteria penilaian jawaban sebagai berikut:
Dimensi Kualitas Jasa
Kepuasan Pelanggan
5. Sangat baik
5. Sangat Puas
4. Baik
4. Puas
3. Cukup
3. Cukup
2. Kurang baik
2. Tidak Puas
1. Tidak baik
1. Sangat Tidak Puas
Dimensi kualitas jasa
Bukti Fisik (
tangible
)
No.
Pernyataan
Sangat
baik
Baik
Cukup
Kurang
baik
Tidak
baik
1.
Staf reservasi berpakaian rapi
2.
Staf reservasi berpakaian bersih
3.
Staf reservasi berpakaian sopan
4.
Kenyamanan kursi pesawat
5.
Daya tarik interior pesawat
6.
Kebaruan pesawat terbang
7.
Kebersihan toilet dalam pesawat
8.
Keadaan di dalam pesawat besih
9.
Kabin pesawat luas
10. Fasilitas yang menarik seperti
majalah, audio visual, hidangan
makanan dan minuman
11. Jenis pesawat memberikan
kenyamanan pada penumpang
12. Awak kabin berpakaian rapi
13. Awak kabin berpenampilan
menarik
Keandalan (
reliability
)
No.
Pernyataan
Sangat
baik
Baik
Cukup
Kurang
baik
Tidak
baik
1.
Awak kabin memberikan
sambutan yang baik kepada
penumpang
2.
Ketepatan waktu penerbangan
3.
Awak kabin siap membantu
penumpang
4.
Pelayanan awak kabin ramah dan
santun
5.
Pelayanan staf reservasi ramah
dan santun
6.
Staf reservasi memberikan
sambutan yang baik
7.
Awak kabin bersikap simpatik
menghadapi penumpang yang
bermasalah
8.
Awak kabin memastikan
penumpang duduk sesuai nomor
kursi yang ada di
boarding pass
Kepuasan Pelanggan
No.
Pernyataan
Sangat
puas
Puas Cukup
Tidak
puas
Sangat
Tidak
puas
1.
Merasa puas terhadap pelayanan
dan menggunakan kembali jasa
penerbangan
2.
Merasa puas dan
merekomendasikan kepada
teman-teman
3.
Merasa puas terhadap pelayanan
Garuda Indonesia mulai dari
reservasi hingga tiba di bandara
tujuan
4.
Merasa puas terhadap keramahan
dan kesantunan staf reservasi
5.
Merasa puas terhadap keramahan
dan kesantunan awak kabin
6.
Merasa puas atas fasilitas di
dalam pesawat
7.
Merasa puas karena penerbangan
yang nyaman dan aman
8.
Merasa puas karena terjamin
keselamatan selama penerbangan
9.
Merasa puas karena tidak terjadi
keterlambatan penerbangan
(
delay
)
Daftar Pertanyaan Wawancara:
1.
Sudah berapa kali rata-rata dalam 1 (satu) tahun Anda naik pesawat Garuda
Indonesia?
2.
Tujuan perjalanan dengan menaiki pesawat Garuda Indonesia?
a.
Bisnis
b. Berlibur
c.
Pendidikan
d. Lainnya………
Hasi
l Uji V
ali
d
itas Var
iab
el B
u
k
ti F
isi
k
(
tan
gib
le
)
Correlations1 ,855** ,736** ,418** ,284** ,263** ,335** ,387** ,264** ,270** ,182* ,544** ,452** ,308** ,618**
. ,000 ,000 ,000 ,000 ,001 ,000 ,000 ,001 ,001 ,021 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,855** 1 ,740** ,509** ,368** ,284** ,344** ,385** ,338** ,319** ,193* ,623** ,577** ,361** ,681**
,000 . ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,014 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,736** ,740** 1 ,462** ,299** ,250** ,373** ,286** ,256** ,292** ,220** ,562** ,502** ,321** ,619**
,000 ,000 . ,000 ,000 ,001 ,000 ,000 ,001 ,000 ,005 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,418** ,509** ,462** 1 ,558** ,433** ,451** ,432** ,405** ,374** ,443** ,399** ,342** ,565** ,703**
,000 ,000 ,000 . ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,284** ,368** ,299** ,558** 1 ,520** ,438** ,489** ,403** ,493** ,495** ,428** ,420** ,518** ,701**
,000 ,000 ,000 ,000 . ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,263** ,284** ,250** ,433** ,520** 1 ,508** ,512** ,460** ,469** ,492** ,364** ,343** ,410** ,658**
,001 ,000 ,001 ,000 ,000 . ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,335** ,344** ,373** ,451** ,438** ,508** 1 ,624** ,481** ,418** ,460** ,519** ,492** ,448** ,707**
,000 ,000 ,000 ,000 ,000 ,000 . ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,387** ,385** ,286** ,432** ,489** ,512** ,624** 1 ,507** ,403** ,424** ,403** ,450** ,503** ,702**
,000 ,000 ,000 ,000 ,000 ,000 ,000 . ,000 ,000 ,000 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,264** ,338** ,256** ,405** ,403** ,460** ,481** ,507** 1 ,406** ,571** ,487** ,492** ,597** ,700**
,001 ,000 ,001 ,000 ,000 ,000 ,000 ,000 . ,000 ,000 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,270** ,319** ,292** ,374** ,493** ,469** ,418** ,403** ,406** 1 ,614** ,456** ,471** ,539** ,689**
,001 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 . ,000 ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,182* ,193* ,220** ,443** ,495** ,492** ,460** ,424** ,571** ,614** 1 ,497** ,483** ,591** ,700**
,021 ,014 ,005 ,000 ,000 ,000 ,000 ,000 ,000 ,000 . ,000 ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,544** ,623** ,562** ,399** ,428** ,364** ,519** ,403** ,487** ,456** ,497** 1 ,800** ,464** ,757**
,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 . ,000 ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,452** ,577** ,502** ,342** ,420** ,343** ,492** ,450** ,492** ,471** ,483** ,800** 1 ,463** ,735**
,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 . ,000 ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,308** ,361** ,321** ,565** ,518** ,410** ,448** ,503** ,597** ,539** ,591** ,464** ,463** 1 ,752**
,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 . ,000
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
,618** ,681** ,619** ,703** ,701** ,658** ,707** ,702** ,700** ,689** ,700** ,757** ,735** ,752** 1
,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 .
160 160 160 160 160 160 160 160 160 160 160 160 160 160 160
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X1.7 X1.8 X1.9 X1.10 X1.11 X1.12 X1.13 X1.14
Bukti Fis ik (X1)
X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X1.7 X1.8 X1.9 X1.10 X1.11 X1.12 X1.13 X1.14
Bukti Fis ik (X1)
Correlation is significant at the 0.01 level (2-tailed). **.
Hasi
l Uji V
ali
d
itas Var
iab
el
K
ean
d
alan
(
re
li
abil
it
y
)
Correlations
1
,393**
,559**
,603**
,520**
,494**
,564**
,464**
,568**
,744**
.
,000
,000
,000
,000
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,393**
1
,499**
,448**
,343**
,371**
,304**
,280**
,371**
,617**
,000
.
,000
,000
,000
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,559**
,499**
1
,780**
,557**
,519**
,564**
,454**
,609**
,803**
,000
,000
.
,000
,000
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,603**
,448**
,780**
1
,672**
,624**
,607**
,526**
,614**
,848**
,000
,000
,000
.
,000
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,520**
,343**
,557**
,672**
1
,705**
,677**
,622**
,501**
,800**
,000
,000
,000
,000
.
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,494**
,371**
,519**
,624**
,705**
1
,637**
,619**
,511**
,785**
,000
,000
,000
,000
,000
.
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,564**
,304**
,564**
,607**
,677**
,637**
1
,629**
,588**
,790**
,000
,000
,000
,000
,000
,000
.
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,464**
,280**
,454**
,526**
,622**
,619**
,629**
1
,674**
,748**
,000
,000
,000
,000
,000
,000
,000
.
,000
,000
160
160
160
160
160
160
160
160
160
160
,568**
,371**
,609**
,614**
,501**
,511**
,588**
,674**
1
,781**
,000
,000
,000
,000
,000
,000
,000
,000
.
,000
160
160
160
160
160
160
160
160
160
160
,744**
,617**
,803**
,848**
,800**
,785**
,790**
,748**
,781**
1
,000
,000
,000
,000
,000
,000
,000
,000
,000
.
160
160
160
160
160
160
160
160
160
160
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
X2.1
X2.2
X2.3
X2.4
X2.5
X2.6
X2.7
X2.8
X2.9
Keandalan (X2)
X2.1
X2.2
X2.3
X2.4
X2.5
X2.6
X2.7
X2.8
X2.9
Keandalan
(X2)
Hasi
l Uji V
ali
d
itas Var
iab
el K
ep
u
asan
P
elan
gg
an
Correlations
1
,689**
,581**
,504**
,576**
,527**
,467**
,483**
,357**
,751**
.
,000
,000
,000
,000
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,689**
1
,581**
,570**
,607**
,478**
,373**
,461**
,320**
,741**
,000
.
,000
,000
,000
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,581**
,581**
1
,674**
,678**
,571**
,520**
,561**
,499**
,837**
,000
,000
.
,000
,000
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,504**
,570**
,674**
1
,768**
,534**
,534**
,489**
,423**
,802**
,000
,000
,000
.
,000
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,576**
,607**
,678**
,768**
1
,602**
,564**
,509**
,392**
,826**
,000
,000
,000
,000
.
,000
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,527**
,478**
,571**
,534**
,602**
1
,638**
,479**
,408**
,767**
,000
,000
,000
,000
,000
.
,000
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,467**
,373**
,520**
,534**
,564**
,638**
1
,561**
,389**
,726**
,000
,000
,000
,000
,000
,000
.
,000
,000
,000
160
160
160
160
160
160
160
160
160
160
,483**
,461**
,561**
,489**
,509**
,479**
,561**
1
,430**
,721**
,000
,000
,000
,000
,000
,000
,000
.
,000
,000
160
160
160
160
160
160
160
160
160
160
,357**
,320**
,499**
,423**
,392**
,408**
,389**
,430**
1
,648**
,000
,000
,000
,000
,000
,000
,000
,000
.
,000
160
160
160
160
160
160
160
160
160
160
,751**
,741**
,837**
,802**
,826**
,767**
,726**
,721**
,648**
1
,000
,000
,000
,000
,000
,000
,000
,000
,000
.
160
160
160
160
160
160
160
160
160
160
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Y1
Y2
Y3
Y4
Y5
Y6
Y7
Y8
Y9
Kepuas an Pelanggan (Y)
Y1
Y2
Y3
Y4
Y5
Y6
Y7
Y8
Y9
Kepuas an
Pelanggan (Y)
Hasil Uji Reliabilitas Variabel Bukti Fisik (
tangible
)
Item-total Statistics
Scale Scale Corrected
Mean Variance Item- Alpha
if Item if Item Total if Item
Deleted Deleted Correlation Deleted
X1.1 52,8563 30,5012 ,5568 ,9119
X1.2 52,8250 30,1830 ,6287 ,9097
X1.3 52,8250 30,6358 ,5608 ,9118
X1.4 52,9813 29,2890 ,6415 ,9090
X1.5 53,1500 29,2352 ,6389 ,9091
X1.6 53,2750 29,7478 ,5918 ,9108
X1.7 53,1313 29,5864 ,6514 ,9086
X1.8 53,0188 29,6789 ,6469 ,9088
X1.9 53,2938 28,9132 ,6318 ,9096
X1.10 53,0375 28,7407 ,6144 ,9106
X1.11 52,9938 29,7295 ,6448 ,9089
X1.12 52,8688 29,9764 ,7173 ,9073
X1.13 52,9813 29,6034 ,6861 ,9076
X1.14 53,3063 27,9496 ,6855 ,9078
Hasil Uji Reliabilitas Variabel Keandalan (
reliability
)
Item-total Statistics
Scale Scale Corrected
Mean Variance Item- Alpha
if Item if Item Total if Item
Deleted Deleted Correlation Deleted
X2.1 33,1563 12,7490 ,6700 ,8971
X2.2 33,5063 12,5283 ,4725 ,9192
X2.3 33,2313 12,4934 ,7443 ,8919
X2.4 33,1875 12,1407 ,7981 ,8876
X2.5 33,1188 12,4575 ,7390 ,8922
X2.6 33,1688 12,5437 ,7210 ,8935
X2.7 33,1063 12,7748 ,7332 ,8934
X2.8 33,1438 12,8660 ,6793 ,8966
X2.9 33,1813 12,4890 ,7130 ,8940
Hasil Uji Reliabilitas Variabel Kepuasan Pelanggan
Item-total Statistics
Scale Scale Corrected
Mean Variance Item- Alpha
if Item if Item Total if Item
Deleted Deleted Correlation Deleted
Y1 32,5937 13,0981 ,6838 ,8907
Y2 32,7063 12,8125 ,6605 ,8920
Y3 32,7562 11,9842 ,7754 ,8827
Y4 32,7250 12,6409 ,7408 ,8861
Y5 32,6687 12,8267 ,7768 ,8846
Y6 32,7875 12,5583 ,6898 ,8898
Y7 32,6000 13,3358 ,6580 ,8927
Y8 32,6750 13,2270 ,6473 ,8931
Y9 33,0875 12,6464 ,5160 ,9081
Hasil Koefisien Determinasi
Model Summary(b)
Model
R
R Square
Adjusted R
Square
Std. Error of
the Estimate
1
.819(a)
.671
.666
2.30972
a Predictors: (Constant), Keandalan (X2), Bukti Fisik (X1)
b Dependent Variable: Kepuasan Pelanggan (Y)
Hasil Uji-F
ANOVA(b)
Model
Sum of
Squares
df
Mean Square
F
Sig.
1
Regressio
n
1705.534
2
852.767
159.849
.000(a)
Residual
837.566
157
5.335
Total
2543.100
159
a Predictors: (Constant), Keandalan (X2), Bukti Fisik (X1)
b Dependent Variable: Kepuasan Pelanggan (Y)
Hasil Uji-T
Coefficients(a)
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
1
(Constant)
3.168
1.898
1.670
.097
Bukti Fisik
(X1)
.275
.047
.401
5.896
.000
Keandalan
(X2)
.481
.069
.476
7.000
.000
Hasil Analisis Regresi Berganda
Model
Unstandardized
Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
1
(Constant)
3.168
1.898
1.670
.097
Bukti Fisik
(X1)
.275
.047
.401
5.896
.000
Keandalan
