43
Kepada Yth.
Ibu/Bapak/Sdr/I Pelanggan Bengkel dan Dealer Motor
Yamaha Agung, Penggaron.
Dengan hormat,
Sebagai syarat untuk penyelesaian tugas akhir saya dan bekerjasama dengan pemilik Bengkel
dan Dealer Motor Yamaha Agung ini, maka saya mengadakan penelitian dengan judul:”
Analisis Kepuasan Konsumen terhadap Layanan Dealer Yamaha Agung (Studi Kasus di
Yamaha Agung Penggaron).
Oleh karena itu, saya memohon kesediaaan Ibu/Bapak/Sdr/I
sebagai pelanggan bengkel ini, untuk mengisi kuesioner penelitian di bawah ini.
Besar harapan saya, bahwa hasil dari penelitian akan memberi sumbangsih pemikiran dan
langkah-langkah yang akan dapat diterapkan di kemudian hari demi untuk lebih
meningkatkan kepuasan Ibu/Bapak/Sdr/I dalam melalukan servis di tempat ini
Terima kasih
Peneliti
KUESIONER
PROFIL DEMOGRAFIS RESPONDEN
Nama
: ………..
Jenis Kelamin
: ………..
Usia
: ………..
Pendidikan terakhir
: ………..
Pekerjaan
: ………..
Alamat
: ………..
Pengeluaran perbulan
: ………..
Jenis Kendaraan yang diservis
: ………..
44
PROFIL PERILAKU KE BENGKEL
Dalam 1 tahun anda melakukan service motor di Dealer Yamaha Agung Penggaron sebanyak:
a.
1 kali
c. 3 kali
b.
2 kali
d. 4 kali/lebih
Dari frekuensi tersebut, anda lebih banyak untuk keperluan :
a.
Service karna ada kerusakan motor
b. Hanya service rutin
Anda mengetahui bengkel ini dari: ………..
KUES TANGGAPAN
Mohon memberikan tanda
pada kolom 1/2/3/4/5, sesuai tanggapan/ penilaian anda dengan
criteria bahwa angka:
1
=
Sangat Tidak Setuju
2
=
Tidak Setuju
3
=
Netral
4
=
Setuju
5 = Sangat Setuju
BAGIAN I: Untuk Bagian Penerimaan
No
Keterangan
1
2
3
4
5
1.
Aspek Reliability
a Kinerja Pelayanan penerimaan baik
b Layanan penerimaan cepat
c Layanan sesuai antrian
d Harga servis wajar
e Jam penerimaan pelayanan bengkel tepat
f Tersedia daftar harga servis yang jelas
2. Aspek Responsiveness
a Penerima konsumen tanggap terhadap kemauan konsumen
b Penerima konsumen tanggap terhadap keluhan khusus
c Penerima konsumen merespon setiap pertanyaan konsumen
dengan baik
d Lama waktu antrian untuk servis jelas
e Penerima konsumen respon atas setiap permintaan konsumen
dengan baik
f Penerima konsumen sigap membantu konsumen saat datang
3. Aspek Assurance
a Ada jaminan ketepatan proses layanan.
b Ada jaminan ketepatan urutan layanan,
c Ada kepastian pemanfaatan garansi
4. Aspek Emphaty
45
b Bengkel mudah dihubungi lewat telepon
c Penerima konsumen ramah pada konsumen
d Penerima konsumen sungguh-sungguh dalam memahami
masalah
e Penerima konsumen bersedia memberi informasi tentang servis
f Penerima konsumen mengingatkan waktu servis berikutnya
g Tersedia fasilitas booking servis (pesan tempat)
4.
Aspek Tangibles
a Tata ruang yang nyaman
b Penampilan petugas penerima yang menarik
c Ruang tunggu bersih
d Ruang tunggu rapi
e Penerima konsumen berpenampilan menarik
f Terdapat materi pengisi waktu (mis: bacaan/televisi)
g Kapasitas area penerimaan yang memadai
BAGIAN II: Untuk Bagian Mekanik
No
Keterangan
1
2
3
4
5
2.
Aspek Reliability
a Kinerja pekerjaan mekanik baik
b Mekanik mengerjaan dengan cekatan
c Pengerjaan tepat sesuai masalah
d Jam pelayanan bengkel tepat waktu
e Pengetahuan petugas bengkel baik
f Selalu tersedia suku cadang/sparepart yang dibutuhkan
2. Aspek Responsiveness
a Mekanik cepat dalam memberikan informasi masalah motor
b Mekanik tanggap terhadap kemauan konsumen
c Mekanik tanggap terhadap keluhan khusus
d Mekanik cepat dalam penanganan keluhan
e Mekanik merespon baik setiap permintaan konsumen
f Mekanik siap untuk menjelaskan masalah
3. Aspek Assurance
a Ada jaminan bengkel atas ketepatan pengerjaan
b Tersediaan alat bengkel yang memadai
c Ada standar bengkel untuk proses perawatan motor
4. Aspek Emphaty
a Mekanik ramah pada pelanggan
b Mekanik sungguh-sungguh menyelesaikan masalah motor
46
c Penataan display bengkel baik
d Kapasitas area bengkel yang memadai
e Penampilan mekanik bengkel baik
f Teknologi yang digunakan mutakhir
Sekiranya ada saran atau pemikiran untuk semakin baiknya layanan di sini, silahkan
menguraikan di tempat ini:
……….
………...
LAMPIRAN: TABEL OLAHAN SPSS
Nama
Frequency Percent Valid Percent Cumulative Percent
Valid AgungWijaya 1 1.0 1.0 1.0
Ali Rosidi 1 1.0 1.0 2.0
Aljufri 1 1.0 1.0 3.0
AmbarwatiSetyaningsih 1 1.0 1.0 4.0
AyuningTyas 1 1.0 1.0 5.0
BagusRaditya 1 1.0 1.0 6.0
BambangJatmiko 1 1.0 1.0 7.0
BramantyaPrakasa 1 1.0 1.0 8.0
Catur Edi Wardoyo 1 1.0 1.0 9.0
Chandra AjiSusilo 1 1.0 1.0 10.0
CiciWulandariPusparini 1 1.0 1.0 11.0
Citra Purwita 1 1.0 1.0 12.0
DanangDwiKuncoro 1 1.0 1.0 13.0
Darmanto 1 1.0 1.0 14.0
Dian Sarwono 1 1.0 1.0 15.0
Dimas Mahardika 1 1.0 1.0 16.0
Dimas Sinandang 1 1.0 1.0 17.0
Dina Prameswari 1 1.0 1.0 18.0
DiniAnjaniPutri 1 1.0 1.0 19.0
EkoAgusPurnomo 1 1.0 1.0 20.0
FransiskaKencana Sari 1 1.0 1.0 21.0
GanangWibowo 1 1.0 1.0 22.0
Gunawan Chandra 1 1.0 1.0 23.0
HendarmanSudjatmiko 1 1.0 1.0 24.0
HendiBagusTriyadi 1 1.0 1.0 25.0
Herman Supanji 1 1.0 1.0 26.0
ImasSulistyaning 1 1.0 1.0 27.0
Indira Devi 1 1.0 1.0 28.0
IrawanSanjaya 1 1.0 1.0 29.0
Jamaludin 1 1.0 1.0 30.0
Jessica Wirawan 1 1.0 1.0 31.0
JokoKosasih 1 1.0 1.0 32.0
JokoPurwito 1 1.0 1.0 33.0
Jumarno 1 1.0 1.0 34.0
Kartika 1 1.0 1.0 35.0
Katmi 1 1.0 1.0 36.0
Kessy 1 1.0 1.0 37.0
Kris 1 1.0 1.0 38.0
Krisprantono 1 1.0 1.0 39.0
LenyanaGunawan 1 1.0 1.0 40.0
Lili 1 1.0 1.0 41.0
Linawati 1 1.0 1.0 42.0
Lucyana 1 1.0 1.0 43.0
Lukito 1 1.0 1.0 44.0
LukmanSantoso 1 1.0 1.0 45.0
Mardiyono 1 1.0 1.0 46.0
Markus Wijaya 1 1.0 1.0 47.0
Martonosuko 1 1.0 1.0 48.0
Maryono 1 1.0 1.0 49.0
Merry Puspita Sari 1 1.0 1.0 50.0
Ngadimah 1 1.0 1.0 51.0
Ngatino 1 1.0 1.0 52.0
Nina Lestari 1 1.0 1.0 53.0
Ninik 1 1.0 1.0 54.0
NugrohoPutro 1 1.0 1.0 55.0
Nurkasanah 1 1.0 1.0 56.0
Nuryanto 1 1.0 1.0 58.0
Oki 1 1.0 1.0 59.0
Oktavianus 1 1.0 1.0 60.0
Olivia 1 1.0 1.0 61.0
OtongSatriyo 1 1.0 1.0 62.0
Pandu 1 1.0 1.0 63.0
Panirah 1 1.0 1.0 64.0
PrakosoAjiSetyawan 1 1.0 1.0 65.0
PudjoKoesworo 1 1.0 1.0 66.0
RanggaWicaksono 1 1.0 1.0 67.0
Ratriningsih 1 1.0 1.0 68.0
RianSangaji 1 1.0 1.0 69.0
Ridho 1 1.0 1.0 70.0
RobertusAdiNugroho 1 1.0 1.0 71.0
Rudi 1 1.0 1.0 72.0
Rusmiani 1 1.0 1.0 73.0
Sari 1 1.0 1.0 74.0
Sariman 1 1.0 1.0 75.0
Sri Mulati 1 1.0 1.0 76.0
Suhendra 1 1.0 1.0 77.0
Suraji 1 1.0 1.0 78.0
Surya Adji 1 1.0 1.0 79.0
TasIman 1 1.0 1.0 80.0
Tina Amelia 1 1.0 1.0 81.0
TitikPuspita 1 1.0 1.0 82.0
Tiyok 1 1.0 1.0 83.0
Toladi 1 1.0 1.0 84.0
Toni IndraGunawan 1 1.0 1.0 85.0
TotokHaryadi 1 1.0 1.0 86.0
Triyono 1 1.0 1.0 87.0
Tumirah 1 1.0 1.0 88.0
UcokNaryadi 1 1.0 1.0 89.0
Usman 1 1.0 1.0 90.0
Usmiyati 1 1.0 1.0 91.0
Vebriani 1 1.0 1.0 92.0
Verawati 1 1.0 1.0 93.0
Vivi 1 1.0 1.0 94.0
Wagiyono 2 2.0 2.0 96.0
Wati 1 1.0 1.0 97.0
Yono 1 1.0 1.0 98.0
Yoyok 2 2.0 2.0 100.0
Total 100 100.0 100.0
Jenkel
Frequency Percent Valid Percent Cumulative Percent
Valid L 64 64.0 64.0 64.0
P 36 36.0 36.0 100.0
Total 100 100.0 100.0
Usia
Frequency Percent Valid Percent Cumulative Percent
Valid 22.00 3 3.0 3.0 3.0
23.00 8 8.0 8.0 11.0
24.00 6 6.0 6.0 17.0
25.00 6 6.0 6.0 23.0
26.00 1 1.0 1.0 24.0
27.00 8 8.0 8.0 32.0
29.00 11 11.0 11.0 44.0
30.00 4 4.0 4.0 48.0
31.00 4 4.0 4.0 52.0
32.00 4 4.0 4.0 56.0
33.00 5 5.0 5.0 61.0
34.00 3 3.0 3.0 64.0
35.00 3 3.0 3.0 67.0
36.00 3 3.0 3.0 70.0
37.00 3 3.0 3.0 73.0
38.00 3 3.0 3.0 76.0
39.00 1 1.0 1.0 77.0
40.00 2 2.0 2.0 79.0
41.00 3 3.0 3.0 82.0
44.00 2 2.0 2.0 84.0
45.00 2 2.0 2.0 86.0
47.00 3 3.0 3.0 89.0
48.00 3 3.0 3.0 92.0
49.00 3 3.0 3.0 95.0
50.00 1 1.0 1.0 96.0
51.00 2 2.0 2.0 98.0
52.00 1 1.0 1.0 99.0
56.00 1 1.0 1.0 100.0
Total 100 100.0 100.0
Pendidikan
Frequency Percent Valid Percent Cumulative Percent
Valid D1 1 1.0 1.0 1.0
D3 11 11.0 11.0 12.0
S1 45 45.0 45.0 57.0
SD 7 7.0 7.0 64.0
SLTA 1 1.0 1.0 65.0
SMK 1 1.0 1.0 66.0
SMP 12 12.0 12.0 78.0
SMU 17 17.0 17.0 95.0
STM 5 5.0 5.0 100.0
Total 100 100.0 100.0
Pekerjaan
Frequency Percent Valid Percent Cumulative Percent Valid IbuRumahTangga 10 10.0 10.0 10.0
karyawan 3 3.0 3.0 13.0
Karyawan 13 13.0 13.0 26.0
mahasiswa 8 8.0 8.0 34.0
Mahasiswa 12 12.0 12.0 46.0
Pedagang 19 19.0 19.0 65.0
PegawaiNegeri 8 8.0 8.0 73.0
Pensiunan 1 1.0 1.0 74.0
swasta 9 9.0 9.0 83.0
Swasta 15 15.0 15.0 98.0
TNI 2 2.0 2.0 100.0
Alamat
Frequency Percent Valid Percent Cumulative Percent Valid Brambang, Karangawen 1 1.0 1.0 1.0
Bumirejo, Karangawen 4 4.0 4.0 5.0 JlBrigjenSudiarto - Gayamsari 6 6.0 6.0 11.0 JlBrigjenSudiarto 131-G Gayamsari 1 1.0 1.0 12.0 JlBrigjenSudiartoGayamsari 1 1.0 1.0 13.0 JlBrigjenSudiarto RT 002/01
PenggaronKidul
1 1.0 1.0 14.0
Jl Bukit KelapaSawit VII Bl AD/24 Perum Bukit Kencana Jaya
1 1.0 1.0 15.0
JlIbani - Plamongan Sari 1 1.0 1.0 16.0 JlJati Raya PerumPlamongan Indah 2 2.0 2.0 18.0 JlKelapaGading - Plamongan Sari 1 1.0 1.0 19.0 JlKelapaGading Raya
PerumPlamongan Indah
1 1.0 1.0 20.0
JlKelapaSawit - Plamongan Sari 2 2.0 2.0 22.0 JlKelapaSawit I KomplPlamongan
Indah
1 1.0 1.0 23.0
JlKelapaSawit I Plamongan Indah RT 005/06
1 1.0 1.0 24.0
JlKelapaSawitPerumPlamongan Indah 1 1.0 1.0 25.0 JlKelapaSawitPerumPlamongan Indah 1 1.0 1.0 26.0
Jl KH TohirPalebon 1 1.0 1.0 27.0
Jl KH Tohir - Penggaron 1 1.0 1.0 28.0 Jl KH Tohir 6 Palebon 1 1.0 1.0 29.0
Jl KH TohirPalebon 3 3.0 3.0 32.0
JlMerantiPlamongan Sari Pedurungan 2 2.0 2.0 34.0 JlMerbauPlamongan Sari Pedurungan 2 2.0 2.0 36.0
JlPenggaron 2 2.0 2.0 38.0
JlPenggaron 540 1 1.0 1.0 39.0
JlPenggaronKidul 5 5.0 5.0 44.0
JlPenggaronLor 1 1.0 1.0 45.0
JlPenggaronLor RT 002/01 1 1.0 1.0 46.0 JlPinus 991 PerumPlamongan Indah 1 1.0 1.0 47.0 JlPlamongan Indah
PerumPlamonganHijau
1 1.0 1.0 48.0
JlPlamongan Indah PerumPlamonganHijau
1 1.0 1.0 49.0
JlSonokelingPlamongan Sari Pedurungan
2 2.0 2.0 51.0
JlTlogoAsri 1 1.0 1.0 52.0
JlTlogoAsri RT 003/07 1 1.0 1.0 53.0
JlTlogoPancing 6 6.0 6.0 59.0
JlWolterMonginsidi 2 2.0 2.0 61.0
JlWolterMonginsidi 116 1 1.0 1.0 62.0 Jl. Agatis - Plamongan Sari 1 1.0 1.0 63.0 Jl. Albasia , Plamongan Sari 3 3.0 3.0 66.0
Jl. Mahesa Barat 1 1.0 1.0 67.0
Jl. Mahesa Barat I/5 1 1.0 1.0 68.0 Jl. TuronggoMuktiTahab I 1 1.0 1.0 69.0
Jl. WanaraMukti 1 1.0 1.0 70.0
Jl. WanaraMukti I/188 1 1.0 1.0 71.0 Jl. WanaraMukti III 1 1.0 1.0 72.0
Jl. WanaraMukti IV 2 2.0 2.0 74.0
Jragung, Karangawen 3 3.0 3.0 77.0 Kompl BPD RT 004/06 1 1.0 1.0 78.0 Kuripan, Karangawen 3 3.0 3.0 81.0
Meteseh 4 4.0 4.0 85.0
Perum Bukit Kencana Jaya 5 5.0 5.0 90.0 PerumPlamongan Indah Bl H-V/29 1 1.0 1.0 91.0 PerumPlamongan Indah RT 002/08 1 1.0 1.0 92.0
Taman MahesaMukti 1 1.0 1.0 99.0 Wonosekar, Karangawen 1 1.0 1.0 100.0
Total 100 100.0 100.0
Pengeluaranuntuk Motor
Frequency Percent Valid Percent Cumulative Percent
Valid 1 1.0 1.0 1.0
± 100 rb 27 27.0 27.0 28.0 ± 50 rb 72 72.0 72.0 100.0 Total 100 100.0 100.0
JenisKend
Frequency Percent Valid Percent Cumulative Percent
Valid Byson 2 2.0 2.0 2.0
Jupiter mx 6 6.0 6.0 8.0
Jupiter Z 13 13.0 13.0 21.0
Mio 47 47.0 47.0 68.0
Mio soul 10 10.0 10.0 78.0
Scorpio 4 4.0 4.0 82.0
Vega 10 10.0 10.0 92.0
Vixion 8 8.0 8.0 100.0
Total 100 100.0 100.0
WaktuPembelian
Frequency Percent Valid Percent Cumulative Percent
Valid 2006.00 3 3.0 3.0 3.0
2007.00 7 7.0 7.0 10.0
2008.00 14 14.0 14.0 24.0
2009.00 35 35.0 35.0 59.0
2010.00 26 26.0 26.0 85.0
2011.00 15 15.0 15.0 100.0 Total 100 100.0 100.0
FrekwensiKeBengkel
Frequency Percent Valid Percent Cumulative Percent
Valid 2 4 4.0 4.0 4.0
3 8 8.0 8.0 12.0
4x lebih 88 88.0 88.0 100.0 Total 100 100.0 100.0
DominanKeluhan
Frequency Percent Valid Percent Cumulative Percent Valid kerusakan motor 26 26.0 26.0 26.0
service rutin 74 74.0 74.0 100.0
Total 100 100.0 100.0
TahuBengkelini
Frequency Percent Valid Percent Cumulative Percent Valid LokasidekatRumah 12 12.0 12.0 12.0
Showroom 58 58.0 58.0 70.0
Teman 14 14.0 14.0 84.0
TahuBengkelini
Frequency Percent Valid Percent Cumulative Percent Valid LokasidekatRumah 12 12.0 12.0 12.0
Showroom 58 58.0 58.0 70.0
Teman 14 14.0 14.0 84.0
Tetangga 16 16.0 16.0 100.0
Total 100 100.0 100.0
KinerjaPelayananpenerimaanbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 3 3.0 3.0 3.0
2.00 14 14.0 14.0 17.0
3.00 16 16.0 16.0 33.0
4.00 49 49.0 49.0 82.0
5.00 18 18.0 18.0 100.0
Total 100 100.0 100.0
Layananpenerimaancepat
Frequency Percent Valid Percent Cumulative Percent Valid 1.00 10 10.0 10.0 10.0
2.00 32 32.0 32.0 42.0
3.00 32 32.0 32.0 74.0
4.00 24 24.0 24.0 98.0
5.00 2 2.0 2.0 100.0
Total 100 100.0 100.0
Layanansesuaiantrian
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 21 21.0 21.0 23.0
3.00 26 26.0 26.0 49.0
4.00 45 45.0 45.0 94.0
5.00 6 6.0 6.0 100.0
Total 100 100.0 100.0
Hargaserviswajar
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 10 10.0 10.0 12.0
3.00 27 27.0 27.0 39.0
4.00 49 49.0 49.0 88.0
5.00 12 12.0 12.0 100.0
Total 100 100.0 100.0
Jam penerimaanpelayananbengkeltepat
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
2.00 4 4.0 4.0 5.0
3.00 26 26.0 26.0 31.0
4.00 59 59.0 59.0 90.0
Jam penerimaanpelayananbengkeltepat
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
2.00 4 4.0 4.0 5.0
3.00 26 26.0 26.0 31.0
4.00 59 59.0 59.0 90.0
5.00 10 10.0 10.0 100.0
Total 100 100.0 100.0
Tersediadaftarhargaservis yang jelas
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 28 28.0 28.0 30.0
4.00 57 57.0 57.0 87.0
5.00 13 13.0 13.0 100.0
Total 100 100.0 100.0
tanggapkemauankonsumen
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
3.00 36 36.0 36.0 37.0
4.00 56 56.0 56.0 93.0
5.00 7 7.0 7.0 100.0
Total 100 100.0 100.0
tanggapterhadapkeluhankhusus
Frequency Percent Valid Percent Cumulative Percent Valid 3.00 58 58.0 58.0 58.0
4.00 39 39.0 39.0 97.0
5.00 3 3.0 3.0 100.0
Total 100 100.0 100.0
meresponpertanyaandenganbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 5 5.0 5.0 5.0
2.00 2 2.0 2.0 7.0
3.00 46 46.0 46.0 53.0
4.00 46 46.0 46.0 99.0
5.00 1 1.0 1.0 100.0
Total 100 100.0 100.0
Lama waktuantrianuntukservisjelas
Frequency Percent Valid Percent Cumulative Percent
Valid 3.00 6 6.0 6.0 6.0
4.00 94 94.0 94.0 100.0
responpermintaankonsumenbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 46 46.0 46.0 48.0
4.00 52 52.0 52.0 100.0
Total 100 100.0 100.0
sigapmembantukonsumendatang
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 3 3.0 3.0 3.0
2.00 14 14.0 14.0 17.0
3.00 16 16.0 16.0 33.0
4.00 49 49.0 49.0 82.0
5.00 18 18.0 18.0 100.0
Total 100 100.0 100.0
Ada jaminanketepatan proses layanan
Frequency Percent Valid Percent Cumulative Percent Valid 1.00 10 10.0 10.0 10.0
2.00 32 32.0 32.0 42.0
3.00 32 32.0 32.0 74.0
4.00 24 24.0 24.0 98.0
5.00 2 2.0 2.0 100.0
Total 100 100.0 100.0
Ada jaminanketepatanurutanlayanan
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 21 21.0 21.0 23.0
3.00 26 26.0 26.0 49.0
4.00 45 45.0 45.0 94.0
5.00 6 6.0 6.0 100.0
Total 100 100.0 100.0
kepastianpemanfaatangaransi
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 10 10.0 10.0 12.0
3.00 27 27.0 27.0 39.0
4.00 49 49.0 49.0 88.0
5.00 12 12.0 12.0 100.0
menanggapimasalahmelaluitelepon
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
2.00 4 4.0 4.0 5.0
3.00 26 26.0 26.0 31.0
4.00 59 59.0 59.0 90.0
5.00 10 10.0 10.0 100.0
Total 100 100.0 100.0
mudahdihubungilewattelepon
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 28 28.0 28.0 30.0
4.00 57 57.0 57.0 87.0
5.00 13 13.0 13.0 100.0
Total 100 100.0 100.0
ramahpadakonsumen
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
3.00 36 36.0 36.0 37.0
4.00 56 56.0 56.0 93.0
5.00 7 7.0 7.0 100.0
Total 100 100.0 100.0
sungguh-sungguh
Frequency Percent Valid Percent Cumulative Percent Valid 3.00 58 58.0 58.0 58.0
4.00 39 39.0 39.0 97.0
5.00 3 3.0 3.0 100.0
Total 100 100.0 100.0
bersediamemberiinformasi
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 5 5.0 5.0 5.0
2.00 2 2.0 2.0 7.0
3.00 46 46.0 46.0 53.0
4.00 46 46.0 46.0 99.0
5.00 1 1.0 1.0 100.0
Total 100 100.0 100.0
mengingatkanwaktuservis
Frequency Percent Valid Percent Cumulative Percent
Valid 3.00 6 6.0 6.0 6.0
4.00 94 94.0 94.0 100.0
fasilitas booking servis
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 46 46.0 46.0 48.0
4.00 52 52.0 52.0 100.0
Total 100 100.0 100.0
Tata ruang yang nyaman
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 3 3.0 3.0 3.0
2.00 14 14.0 14.0 17.0
3.00 16 16.0 16.0 33.0
4.00 49 49.0 49.0 82.0
5.00 18 18.0 18.0 100.0
Total 100 100.0 100.0
Ruangtunggubersih
Frequency Percent Valid Percent Cumulative Percent Valid 1.00 10 10.0 10.0 10.0
2.00 32 32.0 32.0 42.0
3.00 32 32.0 32.0 74.0
4.00 24 24.0 24.0 98.0
5.00 2 2.0 2.0 100.0
Total 100 100.0 100.0
Ruangtunggurapi
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 21 21.0 21.0 23.0
3.00 26 26.0 26.0 49.0
4.00 45 45.0 45.0 94.0
5.00 6 6.0 6.0 100.0
Total 100 100.0 100.0
Penerimakonsumenberpenampilanmenarik
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 10 10.0 10.0 12.0
3.00 27 27.0 27.0 39.0
4.00 49 49.0 49.0 88.0
5.00 12 12.0 12.0 100.0
Total 100 100.0 100.0
Terdapatmateripengisiwaktu
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
2.00 4 4.0 4.0 5.0
3.00 26 26.0 26.0 31.0
4.00 59 59.0 59.0 90.0
5.00 10 10.0 10.0 100.0
area penerimaan yang memadai
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 28 28.0 28.0 30.0
4.00 57 57.0 57.0 87.0
5.00 13 13.0 13.0 100.0
Total 100 100.0 100.0
Kinerjapekerjaanmekanikbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
3.00 36 36.0 36.0 37.0
4.00 56 56.0 56.0 93.0
5.00 7 7.0 7.0 100.0
Total 100 100.0 100.0
Mekanikmengerjaandengancekatan
Frequency Percent Valid Percent Cumulative Percent Valid 3.00 58 58.0 58.0 58.0
4.00 39 39.0 39.0 97.0
5.00 3 3.0 3.0 100.0
Total 100 100.0 100.0
Pengerjaantepatsesuaimasalah
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 5 5.0 5.0 5.0
2.00 2 2.0 2.0 7.0
3.00 46 46.0 46.0 53.0
4.00 46 46.0 46.0 99.0
5.00 1 1.0 1.0 100.0
Total 100 100.0 100.0
Jam pelayananbengkeltepatwaktu
Frequency Percent Valid Percent Cumulative Percent
Valid 3.00 6 6.0 6.0 6.0
4.00 94 94.0 94.0 100.0
Total 100 100.0 100.0
Pengetahuanpetugasbengkelbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 46 46.0 46.0 48.0
4.00 52 52.0 52.0 100.0
Total 100 100.0 100.0
Selalutersediasukucadang/sparepart yang dibutuhkan
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 15 15.0 15.0 17.0
3.00 37 37.0 37.0 54.0
Selalutersediasukucadang/sparepart yang dibutuhkan
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 15 15.0 15.0 17.0
3.00 37 37.0 37.0 54.0
4.00 46 46.0 46.0 100.0
Total 100 100.0 100.0
Mekanikcepatdalammemberikaninformasimasalah
Frequency Percent Valid Percent Cumulative Percent Valid 2.00 10 10.0 10.0 10.0
3.00 49 49.0 49.0 59.0
4.00 41 41.0 41.0 100.0
Total 100 100.0 100.0
Mekaniktanggapterhadapkemauankonsumen
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 3 3.0 3.0 3.0
2.00 14 14.0 14.0 17.0
3.00 16 16.0 16.0 33.0
4.00 49 49.0 49.0 82.0
5.00 18 18.0 18.0 100.0
Total 100 100.0 100.0
Mekaniktanggapterhadapkeluhankhusus
Frequency Percent Valid Percent Cumulative Percent Valid 1.00 10 10.0 10.0 10.0
2.00 32 32.0 32.0 42.0
3.00 32 32.0 32.0 74.0
4.00 24 24.0 24.0 98.0
5.00 2 2.0 2.0 100.0
Total 100 100.0 100.0
Mekanikcepatdalampenanganankeluhan
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 21 21.0 21.0 23.0
3.00 26 26.0 26.0 49.0
4.00 45 45.0 45.0 94.0
5.00 6 6.0 6.0 100.0
Total 100 100.0 100.0
Mekanikmeresponbaikpermintaankonsumen
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 10 10.0 10.0 12.0
3.00 27 27.0 27.0 39.0
4.00 49 49.0 49.0 88.0
5.00 12 12.0 12.0 100.0
Mekaniksiapuntukmenjelaskanmasalah
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
2.00 4 4.0 4.0 5.0
3.00 26 26.0 26.0 31.0
4.00 59 59.0 59.0 90.0
5.00 10 10.0 10.0 100.0
Total 100 100.0 100.0
Ada jaminanbengkel
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 28 28.0 28.0 30.0
4.00 57 57.0 57.0 87.0
5.00 13 13.0 13.0 100.0
Total 100 100.0 100.0
Tersediaanalatbengkelmemadai
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
3.00 36 36.0 36.0 37.0
4.00 56 56.0 56.0 93.0
5.00 7 7.0 7.0 100.0
Total 100 100.0 100.0
Ada standarbengkel
Frequency Percent Valid Percent Cumulative Percent Valid 3.00 58 58.0 58.0 58.0
4.00 39 39.0 39.0 97.0
5.00 3 3.0 3.0 100.0
Total 100 100.0 100.0
Mekanikcepat
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 5 5.0 5.0 5.0
2.00 2 2.0 2.0 7.0
3.00 46 46.0 46.0 53.0
4.00 46 46.0 46.0 99.0
5.00 1 1.0 1.0 100.0
Total 100 100.0 100.0
Mekanikmeresponbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 3.00 6 6.0 6.0 6.0
4.00 94 94.0 94.0 100.0
Mekaniksiapuntukmenjelaskan
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 46 46.0 46.0 48.0
4.00 52 52.0 52.0 100.0
Total 100 100.0 100.0
Mekanikramahpadapelanggan
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 3 3.0 3.0 3.0
2.00 14 14.0 14.0 17.0
3.00 16 16.0 16.0 33.0
4.00 49 49.0 49.0 82.0
5.00 18 18.0 18.0 100.0
Total 100 100.0 100.0
Mekaniksungguh-sungguh
Frequency Percent Valid Percent Cumulative Percent Valid 1.00 10 10.0 10.0 10.0
2.00 32 32.0 32.0 42.0
3.00 32 32.0 32.0 74.0
4.00 24 24.0 24.0 98.0
5.00 2 2.0 2.0 100.0
Total 100 100.0 100.0
Ruangbengkelbersih
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 21 21.0 21.0 23.0
3.00 26 26.0 26.0 49.0
4.00 45 45.0 45.0 94.0
5.00 6 6.0 6.0 100.0
Total 100 100.0 100.0
Ruangbengkelrapi
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 2 2.0 2.0 2.0
2.00 10 10.0 10.0 12.0
3.00 27 27.0 27.0 39.0
4.00 49 49.0 49.0 88.0
5.00 12 12.0 12.0 100.0
Total 100 100.0 100.0
Penataan display bengkelbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
2.00 4 4.0 4.0 5.0
3.00 26 26.0 26.0 31.0
4.00 59 59.0 59.0 90.0
Penataan display bengkelbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
2.00 4 4.0 4.0 5.0
3.00 26 26.0 26.0 31.0
4.00 59 59.0 59.0 90.0
5.00 10 10.0 10.0 100.0
Total 100 100.0 100.0
Kapasitas area bengkel yang memadai
Frequency Percent Valid Percent Cumulative Percent
Valid 2.00 2 2.0 2.0 2.0
3.00 28 28.0 28.0 30.0
4.00 57 57.0 57.0 87.0
5.00 13 13.0 13.0 100.0
Total 100 100.0 100.0
Penampilanmekanikbengkelbaik
Frequency Percent Valid Percent Cumulative Percent
Valid 1.00 1 1.0 1.0 1.0
3.00 36 36.0 36.0 37.0
4.00 56 56.0 56.0 93.0
5.00 7 7.0 7.0 100.0
Total 100 100.0 100.0
Teknologi yang digunakanmutakhir
Frequency Percent Valid Percent Cumulative Percent Valid 3.00 58 58.0 58.0 58.0
4.00 39 39.0 39.0 97.0
5.00 3 3.0 3.0 100.0
Total 100 100.0 100.0
Jenkel * UsiaCrosstabulation Count
Usia
Total 21-30 31-40 41-50 >50
Jenkel L 24 22 14 4 64
P 20 12 4 0 36
Total 44 34 18 4 100
Jenkel * FrekwensiKeBengkelCrosstabulation Count
FrekwensiKeBengkel
Total 2 3 4x lebih
Jenkel L 4 8 52 64
P 0 0 36 36
Jenkel * DominanKeluhanCrosstabulation Count
DominanKeluhan
Total kerusakan motor service rutin
Jenkel L 15 49 64
P 11 25 36
Total 26 74 100
Jenkel * JenisKendCrosstabulation Count
JenisKend
Total Byson Jupiter mx Jupiter Z Mio Mio soul Scorpio Vega Vixion
Jenkel L 2 6 8 27 4 4 5 8 64
P 0 0 5 20 6 0 5 0 36
Total 2 6 13 47 10 4 10 8 100
Jenkel * Pengeluaranuntuk Motor Crosstabulation Count
Pengeluaranuntuk Motor
Total ± 100 rb ± 50 rb
Jenkel L 1 18 45 64
P 0 9 27 36
Total 1 27 72 100
Usia * JenisKend * JenkelCrosstabulation Count
Jenkel
JenisKend
Total Byson Jupiter mx Jupiter Z Mio Mio soul Scorpio Vega Vixion
L Usia 21-30 2 1 4 12 2 1 2 0 24
31-40 0 4 2 9 0 2 1 4 22
41-50 0 0 2 4 1 1 2 4 14
>50 0 1 0 2 1 0 0 0 4
Total 2 6 8 27 4 4 5 8 64
P Usia 21-30 3 10 6 1 20
31-40 1 8 0 3 12
41-50 1 2 0 1 4
Total 5 20 6 5 36
Total Usia 21-30 2 1 7 22 8 1 3 0 44
31-40 0 4 3 17 0 2 4 4 34
41-50 0 0 3 6 1 1 3 4 18
>50 0 1 0 2 1 0 0 0 4
