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51

DAFTAR PUSTAKA

Gerson, Richard F. 2001.

Marketing Management.

New Jersey: Prentice Hall.

Haryono, Rian Sahib. 2006.

Upaya Peningkatan Kualitas Layanan Kepada

Pelanggan dengan Menggunakan Integrasi Metode Servqual dengan

QFD.

Prosiding Seminar Nasional Manajemen Teknologi III. Surabaya, 4

Februari 2006.

Indriantoro, Nur dan Bambang Supomo. 2002.

Metodologi Penelitian Bisnis.

Jakarta: Erlangga.

Kotler, Philip. 2002.

Manajemen Pemasaran, Analisis, Perencanaan,

Implementasi, dan Kontrol.

Jakarta: Salemba Empat.

Pride dan Ferrell. 2005.

Marketing Strategy

.

Fourth Edition. Natorp Boulevard

Mason : Thomson South-Western.

Singarimbun, Masri. 2002.

Metodologi Penelitian.

Jakarta: Erlangga.

Stanton, W. J. 2004.

Marketing Management.

New Jersey: Prentice Hall.

Sugiyono. 2004.

Metode Penelitian.

Bandung: CV. Alfabeta

Supranto, Jaya. 2000.

Pengukuran Tingkat Kepuasan Pelanggan Untuk

Menaikkan Pangsa Pasar.

Jakarta: Rineka Cipta.

Tjiptono, Fandy. 2002.

Total Quality Service

.

Edisi Pertama. Yogyakarta : Andi

Offset.

_______________. 2002.

Manajemen Jasa.

Yogyakarta: Andi Offset.

Tjiptono, Fandy & Chandra, Gregorius. 2007.

Service, Quality & Satisfaction

.

Edisi kedua. Yogyakarta : Andi Offset.

Wasito, H. 2002.

Pengantar Metodologi Penelitian.

Jakarta: Gramedia Pustaka

Utama.

(2)

Reliability: Harapan

Case Processing Summary

100 100.0

0 .0

100 100.0

Valid Excludeda Total Cases

N %

Listwise deletion based on all variables in the procedure. a.

Reliability Statistics

.776 15

Cronbach's

Alpha N of Items

Item Statistics

4.4700 .59382 100

4.2600 .59662 100

4.4800 .57700 100

4.4300 .60728 100

4.3800 .59933 100

4.3900 .63397 100

4.1900 .67712 100

4.2800 .60436 100

4.2400 .66848 100

4.2600 .61332 100

4.3100 .61455 100

4.3900 .58422 100

4.3400 .68490 100

4.5300 .62692 100

4.1900 .63078 100

x1 x2 x3 x4 x5 x6 x7 x8 x9 x10 x11 x12 x13 x14 x15

(3)

Item-Total Statistics

60.6700 17.759 .587 .747

60.8800 18.167 .497 .754

60.6600 18.671 .410 .762

60.7100 17.642 .596 .746

60.7600 17.942 .542 .751

60.7500 17.422 .610 .743

60.9500 20.169 .696 .792

60.8600 18.324 .457 .758

60.9000 18.778 .315 .770

60.8800 18.127 .488 .755

60.8300 18.890 .334 .768

60.7500 19.482 .238 .775

60.8000 19.495 .197 .783

60.6100 19.533 .203 .779

60.9500 19.058 .290 .772

x1 x2 x3 x4 x5 x6 x7 x8 x9 x10 x11 x12 x13 x14 x15

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Scale Statistics

65.1400 21.051 4.58813 15

(4)

Reliability: Kinerja

Case Processing Summary

100 100.0

0 .0

100 100.0

Valid Excludeda Total Cases

N %

Listwise deletion based on all variables in the procedure. a.

Reliability Statistics

.795 15

Cronbach's

Alpha N of Items

Item Statistics

4.0700 .68542 100

4.0500 .67232 100

4.0400 .68046 100

4.2100 .65590 100

4.1600 .63118 100

3.5500 1.06719 100

4.0000 .77850 100

3.5900 .86568 100

3.6700 .92174 100

4.0600 .74968 100

3.8000 .81650 100

3.6600 .97670 100

3.7600 .81798 100

3.4200 .98658 100

3.7800 .88283 100

x1 x2 x3 x4 x5 x6 x7 x8 x9 x10 x11 x12 x13 x14 x15

(5)

Item-Total Statistics

53.7500 34.634 .212 .776

53.7700 35.654 .442 .784

53.7800 33.850 .316 .768

53.6100 33.109 .434 .760

53.6600 33.479 .402 .763

54.2700 29.189 .563 .744

53.8200 31.907 .489 .754

54.2300 31.714 .446 .757

54.1500 32.149 .365 .765

53.7600 33.174 .357 .765

54.0200 32.707 .369 .764

54.1600 30.944 .453 .756

54.0600 33.289 .303 .770

54.4000 30.869 .454 .756

54.0400 32.099 .394 .762

x1 x2 x3 x4 x5 x6 x7 x8 x9 x10 x11 x12 x13 x14 x15

Scale Mean if Item Deleted

Scale Variance if Item Deleted

Corrected Item-Total Correlation

Cronbach's Alpha if Item

Deleted

Scale Statistics

57.8200 36.816 6.06760 15

(6)

Frequencies: Harapan

x1

4 4.0 4.0 4.0

8 8.0 8.0 12.0

65 65.0 65.0 77.0

23 23.0 23.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x2

8 8.0 8.0 8.0

58 58.0 58.0 66.0

34 34.0 34.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x3

2 2.0 2.0 2.0

15 15.0 15.0 17.0

60 60.0 60.0 77.0

23 23.0 23.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x4

1 1.0 1.0 1.0

7 7.0 7.0 8.0

61 61.0 61.0 69.0

31 31.0 31.0 100.0

100 100.0 100.0

1.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

(7)

x5

13 13.0 13.0 13.0

58 58.0 58.0 71.0

29 29.0 29.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x6

26 26.0 26.0 26.0

11 11.0 11.0 37.0

45 45.0 45.0 82.0

18 18.0 18.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x7

5 5.0 5.0 5.0

15 15.0 15.0 20.0

55 55.0 55.0 75.0

25 25.0 25.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x8

8 8.0 8.0 8.0

56 56.0 56.0 64.0

36 36.0 36.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x9

13 13.0 13.0 13.0

50 50.0 50.0 63.0

37 37.0 37.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

(8)

x10

3 3.0 3.0 3.0

16 16.0 16.0 19.0

53 53.0 53.0 72.0

28 28.0 28.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x11

10 10.0 10.0 10.0

15 15.0 15.0 25.0

60 60.0 60.0 85.0

15 15.0 15.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x12

15 15.0 15.0 15.0

25 25.0 25.0 40.0

39 39.0 39.0 79.0

21 21.0 21.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x13

9 9.0 9.0 9.0

21 21.0 21.0 30.0

55 55.0 55.0 85.0

15 15.0 15.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x14

7 7.0 7.0 7.0

33 33.0 33.0 40.0

60 60.0 60.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

(9)

x15

12 12.0 12.0 12.0

57 57.0 57.0 69.0

31 31.0 31.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

(10)

Frequencies: Kinerja

x1

5 5.0 5.0 5.0

43 43.0 43.0 48.0

52 52.0 52.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x2

2 2.0 2.0 2.0

14 14.0 14.0 16.0

61 61.0 61.0 77.0

23 23.0 23.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x3

4 4.0 4.0 4.0

44 44.0 44.0 48.0

52 52.0 52.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x4

6 6.0 6.0 6.0

45 45.0 45.0 51.0

49 49.0 49.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x5

6 6.0 6.0 6.0

50 50.0 50.0 56.0

44 44.0 44.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

(11)

x6

8 8.0 8.0 8.0

45 45.0 45.0 53.0

47 47.0 47.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x7

15 15.0 15.0 15.0

51 51.0 51.0 66.0

34 34.0 34.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x8

14 14.0 14.0 14.0

24 24.0 24.0 38.0

51 51.0 51.0 89.0

11 11.0 11.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x9

16 16.0 16.0 16.0

16 16.0 16.0 32.0

53 53.0 53.0 85.0

15 15.0 15.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x10

9 9.0 9.0 9.0

56 56.0 56.0 65.0

35 35.0 35.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

(12)

x11

8 8.0 8.0 8.0

53 53.0 53.0 61.0

39 39.0 39.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x12

5 5.0 5.0 5.0

51 51.0 51.0 56.0

44 44.0 44.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x13

12 12.0 12.0 12.0

42 42.0 42.0 54.0

46 46.0 46.0 100.0

100 100.0 100.0

3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x14

25 25.0 25.0 25.0

19 19.0 19.0 44.0

45 45.0 45.0 89.0

11 11.0 11.0 100.0

100 100.0 100.0

2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

x15

1 1.0 1.0 1.0

8 8.0 8.0 9.0

22 22.0 22.0 31.0

50 50.0 50.0 81.0

19 19.0 19.0 100.0

100 100.0 100.0

1.00 2.00 3.00 4.00 5.00 Total Valid

Frequency Percent Valid Percent

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