Lampiran: 1
KUESIONER
PENGARUH NILAI PELANGGAN (Customer Value) TERHADAP
KEPUASAN SERTA DAMPAK KEPUASAN TERHADAP LOYALITAS
PELANGGAN METRO SUPERMARKET MEDAN PLAZA
No. Responden
:
I.
Identitas Responden
Nama
:
Jenis Kelamin
: a. Laki-laki b. Perempuan
Umur
:
Pekerjaan
:
II.
Petunjuk Pengisian
Terima kasih atas partisipasi Ibu/Bapak dalam mengisi kuesioner ini. Berilah
tanda (
√ )
check list sesuai dengan pilihan jawaban yang ada pada kolom isian
yang tersedia.
Penelitian ini dilakukan hanya semata-mata untuk ilmu pengetahuan dan
kepentingan skripsi peneliti.
Penelitian ini dapat dilakukan berdasarkan skala berikut ini :
No.
Pernyataan
Skor
1
Sangat Setuju (SS)
5
2
Setuju (S)
4
3
Kurang Setuju (KS)
3
4
Tidak Setuju (TS)
2
III.
Nilai Pelanggan
No. Pernyataan
SS S KS TS STS
1
Produk yang ditawarkan berkualitas
2
Metro Supermarket menyediakan berbagai barang
kebutuhan sehari-hari pelanggan
3
Harga yang ditawarkan relatif murah
4
Lokasi Metro Supermarket Strategis
IV.
Kepuasan
No. Pernyataan
SS S KS TS STS
1
Harga yang ditawarkan sesuai harapan
2
Pelayanan Sesuai Harapan
3
Produk yang ditawarkan seuai harapan
4
Pelanggan senang berbelanja di Metro
Supermarket
V.
Loyalitas
No Pernyataan
SS S
KS TS STS
1
Pelanggan Selalu berbelanja di Metro
Supermarket
2
Pelanggan merekomendasikan Metro
Supermarket kepada orang lain
3
Tidak beralih meski ada tawaran menarik dari
Supermarket, mini market mapun hypermart lain
4
Pelanggan Tidak bosan berbelanja terus menerus
di Metro Supermarket
No.
Responde
n
Nilai Pelanggan
Tota
l
Kepuasan
Tota
l
Loyalitas
Tota
1.
Validitas dan Reliabilitas Variabel Nilai Pelanggan
Case Processing Summary
N %
30 100.0
Excludeda 0 .0
30 100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.810 4
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted
VAR00001 10.3000 4.079 .663 .744
VAR00002 10.5000 4.672 .497 .818
VAR00003 10.3667 3.689 .654 .752
VAR00004 10.5333 4.120 .714 .723
2.
Validitas dan Reliabilitas Variabel Kepuasan Pelanggan
Case Processing Summary
N %
Cases 30 100.0
Excludeda 0 .0
30 100.0
wise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.840 4
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted
VAR00001 12.3667 2.171 .700 .785
VAR00002 11.6667 2.230 .684 .792
VAR00003 12.0333 2.378 .624 .818
VAR00004 11.2333 2.323 .684 .793
1.
Validitas dan Reliabilitas Variabel Loyalitas
Case Processing Summary
N %
30 100.0
Excludeda 0 .0
30 100.0
wise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.772 4
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted
VAR00001 9.3000 3.597 .419 .800
VAR00002 9.1333 2.947 .665 .666
VAR00003 10.0333 3.206 .673 .667
VAR00004 9.3333 3.540 .565 .724
No.
Responde
n
Nilai Pelanggan
Tota
l
Kepuasan
Tota
l
Loyalitas
88
4
4
4
2
14
4
4
4
5
17
4
4
4
3
15
89
4
4
3
4
15
4
4
5
5
18
4
2
2
3
11
90
4
4
4
4
16
4
5
5
5
19
3
5
3
3
14
91
5
4
4
3
16
5
4
5
5
19
3
4
4
2
13
92
4
4
4
4
16
5
5
4
5
19
4
3
3
3
13
93
4
4
4
3
15
5
4
5
5
19
4
4
2
3
13
94
3
4
4
3
14
5
4
5
4
18
3
3
3
3
12
95
3
4
3
3
13
4
5
4
5
18
3
2
2
3
10
96
4
4
4
3
15
5
4
5
5
19
5
3
2
3
13
97
4
4
3
4
15
5
4
4
5
18
2
4
3
4
13
98
4
4
3
2
13
4
3
4
4
15
4
2
3
3
12
99
2
4
4
4
14
4
4
4
4
16
2
3
2
3
10
Lampiran 5: Deskriptif Karakteristik Responden
FREQUENCIES VARIABLES=Karakteristik_Berdasarkan_Jenis_Kelamin
Karakteristik_Berdasarkan_Usia Karakteristik_Berdasarkan_Pekerjaan /NTILES=4 /NTILES=10 /ORDER=ANALYSIS.
Frequencies
Statistics
Karakteristik_Berd asarkan_Jenis_Kel
amin
Karakteristik_Berd asarkan_Usia
Karakteristik_Berd asarkan_Pekerjaan
N Valid 100 100 100
Missing 0 0 0
Frequency Table
Karakteristik_Berdasarkan_Jenis_Kelamin
Frequency Percent Valid Percent
Cumulative Percent
Valid L 33 33.0 33.0 33.0
P 67 67.0 67.0 100.0
Total 100 100.0 100.0
Karakteristik_Berdasarkan_Usia
Frequency Percent Valid Percent
Cumulative Percent
Karakteristik_Berdasarkan_Pekerjaan
Frequency Percent Valid Percent
Cumulative Percent
Valid IRT 31 31.0 31.0 31.0
Lain-lain 6 6.0 6.0 37.0
Peg. Swasta 26 26.0 26.0 63.0
PELAJAR/MAHASISWA 11 11.0 11.0 74.0
PNS/Peg. BUMN/BUMD 18 18.0 18.0 92.0
Wiraswasta 8 8.0 8.0 100.0
Lampiran 6: Analisis Deskriptif Frekuensi Jawaban Responden
1.
Frekuensi Jawaban Responden Tentang Nilai Pelanggan (Customer Value)
Produk_Berkualitas
Frequency Percent Valid Percent
Cumulative Percent
1 1.0 1.0 1.0
24 24.0 24.0 25.0
71 71.0 71.0 96.0
4 4.0 4.0 100.0
100 100.0 100.0
Tersedia_Berbagai_Barang_Kebutuhan_Harian
Frequency Percent Valid Percent
Cumulative Percent
2 2.0 2.0 2.0
24 24.0 24.0 26.0
73 73.0 73.0 99.0
1 1.0 1.0 100.0
100 100.0 100.0
Harga_Relatif_Murah
Frequency Percent Valid Percent
Cumulative Percent
1 1.0 1.0 1.0
Lokasi_Strategis
Frequency Percent Valid Percent
Cumulative Percent
4 4.0 4.0 4.0
32 32.0 32.0 36.0
58 58.0 58.0 94.0
6 6.0 6.0 100.0
2.
Frekuensi Jawaban Responden Tentang Kepuasan (Satisfaction)
Harga_Sesuai_Harapan
Frequency Percent Valid Percent
Cumulative Percent
9 9.0 9.0 9.0
52 52.0 52.0 61.0
39 39.0 39.0 100.0
100 100.0 100.0
Pelayanan_Berkualitas
Frequency Percent Valid Percent
Cumulative Percent
10 10.0 10.0 10.0
74 74.0 74.0 84.0
16 16.0 16.0 100.0
100 100.0 100.0
Produk_Sesuai_Harapan
Frequency Percent Valid Percent
Cumulative Percent
4 4.0 4.0 4.0
42 42.0 42.0 46.0
54 54.0 54.0 100.0
100 100.0 100.0
Rasa_Senang
Frequency Percent Valid Percent
Cumulative Percent
1 1.0 1.0 1.0
39 39.0 39.0 40.0
60 60.0 60.0 100.0
3.
Frekuensi Jawaban Responden Tentang Loyalitas Pelanggan (Customer
Loyalty)
Selalu_Berbelanja_Di_Metro
Frequency Percent Valid Percent
Cumulative Percent
1 1.0 1.0 1.0
Rekomendasi
Frequency Percent Valid Percent
Cumulative Percent
13 13.0 13.0 13.0
42 42.0 42.0 55.0
43 43.0 43.0 98.0
2 2.0 2.0 100.0
100 100.0 100.0
Tidak_Beralih
Frequency Percent Valid Percent
Cumulative Percent
3 3.0 3.0 3.0
50 50.0 50.0 53.0
43 43.0 43.0 96.0
4 4.0 4.0 100.0
100 100.0 100.0
Tidak_Bosan
Frequency Percent Valid Percent
Cumulative Percent
41 41.0 41.0 41.0
48 48.0 48.0 89.0
9 9.0 9.0 98.0
2 2.0 2.0 100.0
Lampiran 7: Koefisien Regresi
1.
Pengaruh Nilai Pelanggan Terhadap Kepuasan
REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT Kepuasan_Pelanggan /METHOD=ENTER Nilai_Pelanggan.
Variables Entered/Removedb
Model
Variables Entered
Variables
Removed Method
1 Nilai_Pelanggana . Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
Regression
Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients
t Sig.
Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 5.158 .971 5.313 .000
Nilai_Pelanggan .837 .066 .789 12.705 .000 1.000 1.000
a. Dependent Variable: Kepuasan_Pelanggan
2.
Dampak Kepuasan Terhadap Loyalitas
REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL /CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT Loyalitas_Pelanggan /METHOD=ENTER Kepuasan.
Regression
Variables Entered/Removedb
Model
Variables Entered
Variables
Removed Method
1 Kepuasana . Enter
a. All requested variables entered.
Coefficientsa
Model
Unstandardized Coefficients Standardized Coefficients
t Sig.
Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 6.654 1.752 3.799 .000
Kepuasan .279 .100 .271 2.791 .006 1.000 1.000
a. Dependent Variable: Loyalitas_Pelanggan
1.
Kontribusi Nilai Pelanggan Terhadap Kepuasan
Variables Entered/Removedb
Model
Variables Entered
Variables
Removed Method
1 Nilai_Pelanggana . Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
Model Summary
Model R R Square
Adjusted R Square
Std. Error of the Estimate
1 .789a .622 .618 .80653
a. Predictors: (Constant), Nilai_Pelanggan
2.
Kontribusi Kepuasan Terhadap Loyalitas
Variables Entered/Removedb
Model
Variables Entered
Variables
Removed Method
1 Kepuasana . Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas_Pelanggan
Model Summary
Model R R Square
Adjusted R Square
Std. Error of the Estimate
1 .271a .074 .064 1.30045
a. Predictors: (Constant), Kepuasan
1.
Pengujian Hipotesis Pertama (Pengaruh Nilai Pelanggan Terhadap Kepuasan)
Variables Entered/Removedb
Model
Variables Entered
Variables
Removed Method
1 Nilai_Pelanggana . Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 105.002 1 105.002 161.422 .000a
Residual 63.748 98 .650
Total 168.750 99
a. Predictors: (Constant), Nilai_Pelanggan
b. Dependent Variable: Kepuasan_Pelanggan
2.
Pengujian Hipotesis Kedua (Dampak Kepuasan Terhadap Loyalitas)
Variables Entered/Removedb
Model
Variables
Entered
Variables
Removed Method
1 Kepuasana . Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas_Pelanggan
ANOVAb
Model Sum of Squares df Mean Square F Sig.
Residual 165.736 98 1.691
Total 178.910 99
a. Predictors: (Constant), Kepuasan
