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jenis kelamin 70 70.0 70.0 70.0 30 30.0 30.0 100.0 100 100.0 100.0 pria wanita Total Valid

Frequency Percent Valid Percent

Cumulative Percent usia 1 1.0 1.0 1.0 48 48.0 48.0 49.0 40 40.0 40.0 89.0 11 11.0 11.0 100.0 100 100.0 100.0 < 20 tahun 21 - 30 tahun 31 - 40 tahun Diatas 40 tahun Total Valid

Frequency Percent Valid Percent

Cumulative Percent pendidikan 3 3.0 3.0 3.0 58 58.0 58.0 61.0 39 39.0 39.0 100.0 100 100.0 100.0 SMA S1 S2 Total Valid

Frequency Percent Valid Percent

Cumulative Percent pekerjaan 3 3.0 3.0 3.0 37 37.0 37.0 40.0 5 5.0 5.0 45.0 15 15.0 15.0 60.0 40 40.0 40.0 100.0 100 100.0 100.0 PNs Pegawai Swasta Wiraswasta Pelajar/Mahasiswa Lain-lain Total Valid

Frequency Percent Valid Percent

Cumulative Percent penghasilan 3 3.0 3.0 3.0 13 13.0 13.0 16.0 84 84.0 84.0 100.0 100 100.0 100.0 < 250.000 250.001 - 500.000 Diatas 1.000.000 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

Frequency Table

P1 24 24.0 24.0 24.0 71 71.0 71.0 95.0 5 5.0 5.0 100.0 100 100.0 100.0 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P2 5 5.0 5.0 5.0 35 35.0 35.0 40.0 56 56.0 56.0 96.0 4 4.0 4.0 100.0 100 100.0 100.0 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P3 1 1.0 1.0 1.0 12 12.0 12.0 13.0 52 52.0 52.0 65.0 33 33.0 33.0 98.0 2 2.0 2.0 100.0 100 100.0 100.0 1 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P4 2 2.0 2.0 2.0 23 23.0 23.0 25.0 67 67.0 67.0 92.0 8 8.0 8.0 100.0 100 100.0 100.0 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

P5 7 7.0 7.0 7.0 41 41.0 41.0 48.0 48 48.0 48.0 96.0 4 4.0 4.0 100.0 100 100.0 100.0 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P6 1 1.0 1.0 1.0 9 9.0 9.0 10.0 49 49.0 49.0 59.0 39 39.0 39.0 98.0 2 2.0 2.0 100.0 100 100.0 100.0 1 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P7 6 6.0 6.0 6.0 6 6.0 6.0 12.0 45 45.0 45.0 57.0 35 35.0 35.0 92.0 8 8.0 8.0 100.0 100 100.0 100.0 1 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P8 1 1.0 1.0 1.0 6 6.0 6.0 7.0 43 43.0 43.0 50.0 47 47.0 47.0 97.0 3 3.0 3.0 100.0 100 100.0 100.0 1 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

P9 1 1.0 1.0 1.0 1 1.0 1.0 2.0 35 35.0 35.0 37.0 45 45.0 45.0 82.0 18 18.0 18.0 100.0 100 100.0 100.0 1 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P10 13 13.0 13.0 13.0 35 35.0 35.0 48.0 46 46.0 46.0 94.0 6 6.0 6.0 100.0 100 100.0 100.0 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P11 12 12.0 12.0 12.0 43 43.0 43.0 55.0 38 38.0 38.0 93.0 7 7.0 7.0 100.0 100 100.0 100.0 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P12 13 13.0 13.0 13.0 35 35.0 35.0 48.0 46 46.0 46.0 94.0 6 6.0 6.0 100.0 100 100.0 100.0 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

P13 13 13.0 13.0 13.0 35 35.0 35.0 48.0 46 46.0 46.0 94.0 6 6.0 6.0 100.0 100 100.0 100.0 2 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P14 23 23.0 23.0 23.0 67 67.0 67.0 90.0 10 10.0 10.0 100.0 100 100.0 100.0 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P15 38 38.0 38.0 38.0 56 56.0 56.0 94.0 6 6.0 6.0 100.0 100 100.0 100.0 3 4 5 Total Valid

Frequency Percent Valid Percent

Cumulative Percent P16 7 7.0 7.0 7.0 30 30.0 30.0 37.0 63 63.0 63.0 100.0 100 100.0 100.0 2 3 4 Total Valid

Frequency Percent Valid Percent

Cumulative Percent

Regression

Variables Entered/Removedb Attributes related to purchase, Attributes related to service, Attributes related to producta . Enter Model 1 Variables Entered Variables Removed Method

All requested variables entered. a.

Dependent Variable: Kepuasan Konsumen b. Model Summary .725a .526 .511 .32748 Model 1 R R Square Adjusted R Square Std. Error of the Estimate

Predictors: (Constant), Attributes related to purchase, Attributes related to service, Attributes related to product a. ANOVAb 11.433 3 3.811 35.535 .000a 10.295 96 .107 21.728 99 Regression Residual Total Model 1 Sum of

Squares df Mean Square F Sig.

Predictors: (Constant), Attributes related to purchase, Attributes related to service, Attributes related to product

a.

Dependent Variable: Kepuasan Konsumen b. Coefficientsa .872 .331 2.633 .010 .568 .099 .528 5.742 .000 .065 .050 .091 1.296 .198 .167 .060 .254 2.762 .007 (Constant) Attributes related to product Attributes related to service Attributes related to purchase Model 1 B Std. Error Unstandardized Coefficients Beta Standardized Coefficients t Sig.

Dependent Variable: Kepuasan Konsumen a.

Reliability Attributes related to product

Case Processing Summary

30 30.0 70 70.0 100 100.0 Valid Excludeda Total Cases N %

Listwise deletion based on all variables in the procedure. a. Reliability Statistics .801 6 Cronbach's Alpha N of Items Item-Total Statistics 17.27 6.409 .378 .819 17.53 5.430 .611 .758 17.67 5.540 .519 .780 17.50 4.810 .784 .713 17.70 6.010 .362 .814 17.50 4.810 .784 .713 P1 P2 P3 P4 P5 P6 Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted

Reliability Attributes related to service

Case Processing Summary

30 30.0 70 70.0 100 100.0 Valid Excludeda Total Cases N %

Listwise deletion based on all variables in the procedure. a. Reliability Statistics .814 3 Cronbach's Alpha N of Items Item-Total Statistics 7.20 1.821 .387 1.000 7.60 .869 .888 .476 7.60 .869 .888 .476 P7 P8 P9 Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted

Reliability Attributes related to purchase

Case Processing Summary

30 30.0 70 70.0 100 100.0 Valid Excludeda Total Cases N %

Listwise deletion based on all variables in the procedure. a. Reliability Statistics .716 4 Cronbach's Alpha N of Items Item-Total Statistics 10.40 2.593 .372 .743 10.67 2.092 .568 .615 10.80 2.028 .550 .624 10.63 1.964 .573 .609 P10 P11 P12 P13 Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted

Reliability Kepuasan Konsumen

Case Processing Summary

30 30.0 70 70.0 100 100.0 Valid Excludeda Total Cases N %

Listwise deletion based on all variables in the procedure. a. Reliability Statistics .777 3 Cronbach's Alpha N of Items Item-Total Statistics 7.53 1.085 .639 .686 7.77 .806 .613 .730 7.83 1.040 .628 .690 P14 P15 P16 Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted

KUESIONER PENELITIAN

Sehubungan dengan penelitian saya tentang pengaruh

atribut produk, service, dan

purchase

terhadap kepuasan konsumen, saya memohon kesediaan Bapak/ Ibu/ Saudara untuk

mengisi kuesioner di bawah ini. Saya sangat mengharapkan jawaban yang sesuai dengan apa

yang Bapak/ Ibu/ Saudara alami karena jawaban Bapak/ Ibu/ Saudara akan sangat membantu

saya dalam menyelesaikan penelitian ini. Saya mengucapkan banyak terima kasih atas

bantuan dan kerjasamanya.

Catatan :

1.

Pada saat ini anda sedang menggunakan handphone Nokia.

2.

Anda membeli handphone Nokia atas inisiatif sendiri.

Petunjuk : Isi dan pilihlah salah satu jawaban yang paling tepat dan berilah tanda silang

(x) pada jawaban yang paling sesuai dengan keadaan atau pendapat anda.

I.

IDENTITAS RESPONDEN

1.

Nama :

...

2.

Alamat :

...

3.

Jenis kelamin

: a. Pria

b. Wanita

4.

Usia

: a. < 20 th

c. 31 – 40 tahun

b. 21 – 30 tahun

d. > 40 tahun

5.

Pendidikan :

a.

SMP/sederajat

b. SMA/sederajat

c. S1

d. S2

e. S3

6.

Pekerjaan

: a. PNS

b. Pegawai swasta

c. Wiraswasta

d. Pelajar/mahasiswa

e. Lain-lain ...

Penghasilan/bulan

: Rp. ...

a.

(Gaji/Uang saku)

(Keterangan ...).

II.

Pertanyaan

Pilihlah salah satu jawaban yang paling sesuai dengan pendapat dan penilaian anda atas

pertanyaan berikut, dengan cara memberikan tanda (X) pada jawaban yang tersedia di

bawah ini.

Keterangan:

SS : Sangat Setuju S : Setuju N : Netral TS: Tidak Setuju STS : Sangat Tidak

Setuju

a.

Atribut

Attributes related to product

No. Pertanyaan

SS S

N TS STS

1.

Nilai yang saya peroleh ketika membeli handphone Nokia

sesuai dengan harga yang saya bayarkan.

2.

Harga handphone Nokia sesuai dengan kualitasnya.

3. Handphone Nokia saat ini mempunyai keunggulan

dibandingkan handphone pada umumnya.

4. Handphone

Nokia

mempunyai aplikasi yang lengkap

5.

Model/ design handphone Nokia bermacam-macam

6.

Produk/ tipe handphone nokia bervariasi

Attributes related to service

No. Pertanyaan

SS S

N TS STS

7.

Nokia memberikan jaminan atau garansi atau service.

8.

Handphone Nokia dijual di banyak tempat.

9.

Perusahaan Nokia tanggap terhadap keluhan konsumen

dengan dibukanya Sales and Care Center di beberapa kota.

Attributes Related to purchase

No. Pertanyaan

SS S

N TS STS

10. Karyawan penjual handphone Nokia melayani dengan ramah

11. Karyawan penjual handphone Nokia menyampaikan

informasi mengenai produknya secara lengkap.

12. Penjelasan

aplikasi

handphone Nokia lengkap dan jelas.

13. Handphone

Nokia

mempunyai reputasi yang baik.

b.

Kepuasan Konsumen

No. Pertanyaan SS

S

N

TS

STS

14. Ketika

saya

membutuhkan

handphone lagi, saya akan

membeli handphone Nokia.

15. Saya

menceritakan

kepada orang lain hal-hal yang positif

tentang handphone Nokia.

16. Saya tidak akan berpindah ke merek lain walaupun harga

Nokia naik.