International Journal of Quality and Reliability Management, Vol 18, pp. International Journal of Islamic Financial Services, Vol 3, No 1.

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RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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Lampiran 1: Kuisioner Penelitian

Pengantar Kuisioner

Dengan hormat,

Saya adalah mahasiswa Magister Manajemen Universitas Gadjah Mada Yogyakarta.

Saat ini sedang melak:ukan penelitian dalam rangka penulisan tesis mengenai "Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk."

Berkaitan dengan hal tersebut, saya memohon kesediaan saudara/i, meluangkan waktu untuk mengisi kuisioner ini. Kuisioner ini adalah salah satu sarana untuk memperoleh data yang diperlukan untuk penulisan tesis. Jawaban yang saudara/i berikan tidak akan dinilai benar atau salah. Semua informasi yang anda berikan dijamin kerahasiaannya.

Atas kesediaan saudara/i saya ucapkan terima kasih.

Hormat saya,

Hafizh Rahman Mahasiswa MM UGM

Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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Kuisioner

Nama Gender

1. Laki-laki 2. Perempuan

Usia

1. 18-27 2. 28-37 3. 38-47 4. 48-57 5. 58-67

Pendidikan terakhir : 1. SD

2. SMP 3. SMA 4. Sl 5. S2 6. S3

Pekeljaan 1. Pelajar 2. Mahasiswa 3. PNS

4. Karyawan perusahaan swasta 5. Wiraswasta

6. Lain-lain :

Daerah asal

Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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Petunjuk. Pengisian

Dalam mengisi kuisioner ini, berikan tanda silang pada jawaban yang dipilih.

Dibawah ini adalah petunjuk. pengisian dalam mengisi kuisioner. Keterangan untuk skala dalam kuisoner, yaitu:

1. Sangat Tidak Setuju 2 . Tidak Setuju

3. Netral 4. Setuju

5. Sangat Setuju

Jawablah pertanyaan dibawah ini mengenai Persepsi Anda atas Kinerja Bank Muamalat Tbk, dengan memberi tanda s ilang (x) pada kolom jawaban yang telah tersedia.

No Daftar Pertanyaan Penilaian

Tangible

Gedung yang dimiliki oleh Bank Muamalat dapat memberikan

1 kenyamanan dalam bertransaksi kepada nasabah 1 2 3 4 5 Kelengkapan fasilitas yang dimiliki Bank Muamalat dapat

2 memberikan kenyamanan kepada nasabah 1 2 3 4 5 Penampilan karyawan Bank Muamalat dapat memberikan

3 kenyamanan ke_Qada nasabah 1 2 3 4 5

Bank Muamalat selalu melakukan promosi produk perbankan

4 syariab kepada nasabah 1 2 3 4 5

Reliability

Bank Muamalat telah menjalankan prinsip-prinsip perbankan

5 syariah dengan baik 1 2 3 4 5

Karyawan Bank Muamalat dapat memecahkan masalah nasabah

6 dengan cepat dan tepat 1 2 3 4 5

Karyawan Bank Muamalat selalu memberikan pelayanan pada

7 saat yang tepat kepada nasabah 1 2 3 4 5

Karyawan Bank Muamalat selalu memberikan pelayanan tepat

8 waktu kepada nasabah 1 2 3 4 5

9 Bank Muamalat tidak pernah melakuk.an salah pencatatan 1 2 3 4 5 Responsiveness

Karyawan Bank Muamalat akan mengkonfirmasi tepat waktu

10 setelah p elayanan dilakukan 1 2 3 4 5

Karyawan Bank Muamalat akan memberikan pelayanan deng an

11 segera kepada nasabah 1 2 3 4 5

12 Karyawan Bank Muamalat se lalu bersedia menolong nasabah 1 2 3 4 5 Karyawan Bank Muamalat tidak menunjukkan kesan sibuk

13 dalam menyambut nasabah 1 2 3 4 5

Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

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Assurance

14 Bank Muamalat menanamkan kepercayaan kepada karyawannya 1 2 3 4 5 Nasabab merasa aman dengan transaks i yang mereka lakukan di

15 Bank Muamalat I 2 3 4 5

Karyawan Bank Muamalat bersikap sopan dan ramah kepada

16 nasa bah I 2 3 4 5

Karyawan Bank Muamalat mempunyai pengetabuan yang

17 memadai 1 2 3 4 5

Empathy

Bank Muamalat dalam memberikan pelayanan kepada nasabab

18 tidak memandang status sosial 1 2 3 4 5

Bank Muamalat akan menyediakan waktu yang nyaman sesuai

19 kebutuhan nasabab 1 2 3 4 5

Karyawan Bank Muamalat mampu memberikan perhatian yang

20 bersifat pribadi kepada nasabah I 2 3 4 5

21 Bank Muamalat akan mengetahui minat dan kemauan nasabah 1 2 3 4 5 22 Bank Muamalat akan mengerti kebutuhan khusus dari nasabab 1 2 3 4 5

Satisfaction

23 Saya merasa puas dengan pelayanan petugas parlcir Bank

Muamalat 1 2 3 4 5

24 Saya merasa puas dengan p elayanan teller Bank Muamalat 1 2 3 4 5 25 Saya merasa puas dengan kecepatan dan ketepatan teller Bank

Muamalat I 2 3 4 5

26 Saya merasa puas dengan penampilan petugas customer service

Bank Muamalat. 1 2 3 4 5

27 Saya merasa puas dengan alur proses layanan Bank Muamalat 1 2 3 4 5 28 Saya merasa puas dengan penjelasan informasi yang diberikan

oleh customer service Bank Muamalat I 2 3 4 5 29 Saya merasa puas dengan kecepatan pelayanan customer service

Bank Muamalat. 1 2 3 4 5

30 Saya merasa puas dengan kenyarnanan ruang tunggu Bank

Muamalat. I 2 3 4 5

31 Saya merasa puas dengan kebersihan ruang tunggu Bank

Muamalat. 1 2 3 4 5

32 Saya merasa puas dengan proses antrian pada Bank Muamalat 1 2 3 4 5 33 Saya rnerasa puas dengan kebersihan toilet Bank Muamalat 1 2 3 4 5 34 Saya merasa puas dengan kelengkapan baban bacaan atau brosur

di Bank Muamalat 1 2 3 4 5

Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

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Loyalty

Saya akan memberikan waktu ekstra untuk bertransaksi di Bank

35 Muamalat 1 2 3 4 5

36 Saya akan selalu menabung di Bank Muamalat 1 2 3 4 5 Ketika saya akan menabung saya hanya menabung di Bank

37 Muamalat 1 2 3 4 5

Saya akan merekomendasikan Bank Muamalat kepada ternan

38 ataupun kerabat 1 2 3 4 5

Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

(11)

Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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KMO and Bartlett's Test

Kaiser-Meyer-Oikin Measure o f Sa mpling M equacy. .584

Bartlett's Test of Appr ox. Ch i-Square 2069.884

Sphericity df 70 3

Sig. .000

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Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

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Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

(14)

Communalities

Initial Extraction Tang1 1.000

Ta ng2 1.000 Ta ng3 1.000 Tang4 1.000 Reliab1 1.000 Reliab2 1.000 Reliab3 1.000 Reliab4 1.000 Reliab5 1.000 Respon1 1.000

Respon2 1 .000

Respon3 1 .000

Respon4 1.000

Assu r1 1.000 Assur2 1 .000 Assur3 1 .000 Assur4 1 .000 Empat1 1 .000 Empat2 1 .000 Empat3 1 .000 Empat4 1 .000 Em patS 1 .000 Satis1 1 .000 Satis2 1 .000 Satis3 1 .000 Satis4 1 .000 Satis5 1 .000 Satis6 1 .000 Satis7 1.000 Satis8 1 .000 Satis9 1.000 Satis10 1 .000 Satis 11 1.000 Satis12 1 .000 Loyal 1 1.000 Loyal2 1.000 Loyal3 1.000 Loyal4 1 .000

Extraction Meth od : Principal Component AnalysIs .

.753 .690 .783 .678 .793 .805 .765 .734 .685 .793 .756 .795 .814 .796 .803 .794 .866 .750 .788 .825 .821 .847 .746 .862 .894 .7 2 5 .825 .853 .851 .847 .83 3 .790 .899 .792 .7 18 .745 .773 .825

Analisis engaruh Kualitas Layanan Pada Kepuasan dan Loyalitas Nasabah Bank Muamalat Tbk.

RAHMAN, HAFIZH (Adv.: Basu Swastha Dharmmesta, Prof., Dr., M.B.A.), Basu Swastha Dharmmesta, Prof., Dr., M.B.A.

Universitas Gadjah Mada, 2013 | Diunduh dari http://etd.repository.ugm.ac.id/

(15)

International Journal of Quality and Reliability Management, Vol 18, pp. International Journal of Islamic Financial Services, Vol 3, No 1.

DAFT AR PUST AKA

Al Fawzan, M.A. (2005), "Assessing Service Quality in a Saudi Bank,"