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https://ojekonlinegrab.Blogspot.com./2019/07/struktur-organisasi- grabbike.ttml?=1.
LAMPIRAN 1: Kuesioner Penelitian
KUESIONER PENELITIAN
Lembaran kuesioner Penelitian Pengaruh Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Jasa Transportasi Grab Online
(Studi Kasus Mahasiswa FEB Universitas Muhammadiyah Makassar)
IDENTITAS RESPONDEN
Nama :
Umur :
Jenis Kelamin :
Jurusan :
PETUNJUK PENGISIAN
Jawablah pertanyaan-pertanyaan berikut ini dengan mengisi jawaban atau memberikan tanda silang (x) atau tanda (√) pada salah satu jawaban pada kolom yang telah disediakan.
Keterangan:
STS : Sangat Tidak Setuju TS : Tidak Setuju
S : Setuju
SS : Sangat Setuju
HARGA (X1)
No Daftar Pertanyaan STS TS S SS
Keterjangkauan Harga
1. Tarif yang ditetapkan Grab sesuai dengan jarak jauh yang ditempuh 2. Tarif yang ditetapkan Grab sesuai
dengan kemampuan saya
Kesesuaian Harga dan Kualitas 3. Pada saat menggunakan jasa Grab
tarif yang ditetapkan sesuai dengan layanan yang diberikan
4. Tarif Grab yang ditetapkan sesuai fasilitas yang ada
Daya Saing Harga
5. Tarif Grab lebih murah dibandingkan ojek online lainnya
6. Tarif Grab dibayar melalui ovo lebih murah dibanding tunai
KUALITAS PELAYANAN (X2)
No Daftar Pertanyaan STS TS S SS
Tangible (bukti nyata)
1. Kendaraan yang digunakan Grab layak pakai
2. Aplikasi Grab mudah diakses oleh pengguna
3. Driver berpenampilan sopan dan rapi Realibility (keandalan)
4. Driver Grab mengemudi dengan baik ketika mengantar pelanggan
5. Driver Grab menjemput dan mengantar ke alamat yang tepat
Responsiveness (ketanggapan)
6. Driver Grab melayani pesanan dengan cepat dan tepat
7. Driver Grab bersedia dan cepat melayani keluhan dan kebutuhan pelanggan
8. Driver mengonfirmasi order dengan menghubungi pelanggan, untuk memastikan pemesanan dan tempat Assurance (jaminan)
9. Driver Grab jujur dan terbuka dalam
memberikan pelayanan kepada pelanggan
10. Driver Grab memberika rasa aman selama perjalanan
11 Tersedia layanan pengaduan pada aplikasi
Emphaty
12. Driver Grab merespon dengan baik apa yang menjadi pemintaan ataupun pelanggan
13. Kemampuan driver berkomunikasi dengan baik kepada pelanggan
KEPUASAN PELANGGAN (Y)
No. Indikator STS TS S SS
Harapan
1. Pelayanan yang diberikan Grab sesuai denga keinginan pelanggan
2. Pelayanan yang diberikan Grab melebihi harapan pelanggan
Minat Menggunakan Kembali
3. Pelanggan berminat untuk menggunakan kembali layanan jasa transportasi Grab online karena
pelayanan yang baik
4. Pelanggan berminat menggunakan kembali layanan jasa transportasi Grab online karena harga terjangkau
Kesediaan Merekomendasikan
5. Pelanggan merasa puas dengan pelayanan dan keamanan sehingga akan merekomendasikan kepada orang lain
6. Pelanggan merasa puas dengan kemudahan dalam memesan Grab sehingga akan merekomendasikan kepada orang lain
LAMPIRAN 2: Tabel Distribusi Data Variabel Harga (X1)
Responden
X1
1 2 3 4 5 6 Total X1
1 4 2 4 2 2 4 18
2 3 3 3 3 3 3 18
3 3 3 3 3 3 3 18
4 3 3 3 3 3 3 18
5 4 2 3 3 2 3 17
6 3 3 3 3 3 3 18
7 2 2 2 2 2 2 12
8 1 1 2 2 1 2 9
9 4 4 3 4 4 3 22
10 2 3 3 2 3 3 16
11 4 2 4 3 2 4 19
12 4 2 4 3 2 4 19
13 4 3 4 3 3 4 21
14 3 3 3 3 3 3 18
15 3 3 3 3 3 3 18
16 3 2 3 3 2 3 16
17 4 4 4 4 4 4 24
18 2 3 4 3 3 4 19
19 4 3 3 3 3 3 19
20 3 3 3 3 3 3 18
21 3 2 3 3 2 3 16
22 2 3 3 3 3 3 17
23 3 3 3 3 3 3 18
24 3 2 3 3 2 3 16
25 3 2 3 3 2 3 16
26 2 2 3 2 2 3 14
27 4 3 4 3 3 4 21
28 4 2 4 3 2 4 19
29 4 3 4 3 3 4 21
30 4 4 4 4 4 4 24
31 3 2 3 2 2 3 15
32 4 3 4 4 3 4 22
33 3 2 3 2 2 3 15
34 3 3 4 3 3 4 20
35 4 3 3 4 3 3 20
36 3 3 3 3 3 3 18
37 3 3 3 3 3 3 18
38 3 3 4 4 3 4 21
39 3 3 3 3 3 3 18
40 4 4 4 3 4 4 23
41 3 3 3 3 3 3 18
42 3 3 3 3 3 3 18
43 3 3 3 2 3 3 17
44 2 2 3 3 2 3 15
45 3 3 3 3 3 3 18
46 3 2 3 3 2 3 16
47 4 3 4 3 3 4 21
48 4 4 4 3 4 4 23
49 3 3 3 3 3 3 18
50 3 3 3 3 3 3 18
51 3 2 3 3 2 3 16
52 3 2 3 2 2 3 15
53 4 4 4 4 4 4 24
54 3 3 3 3 3 3 18
55 3 3 3 3 3 3 18
56 3 3 3 3 3 3 18
57 3 3 3 3 3 3 18
58 3 3 3 3 3 3 18
59 3 3 3 3 3 3 18
60 3 2 3 2 2 3 15
61 3 3 3 3 3 3 18
62 3 3 3 3 3 3 18
63 3 3 4 3 3 4 20
64 3 3 3 3 3 3 18
65 3 3 2 3 3 2 16
66 3 3 4 4 3 4 21
67 3 3 3 3 3 3 18
68 3 3 3 3 3 3 18
69 3 2 3 3 2 3 16
70 3 2 3 2 2 3 15
71 4 2 4 3 2 4 19
72 3 3 3 3 3 3 18
73 3 3 3 3 3 3 18
74 3 1 3 3 1 3 14
75 3 3 3 3 3 3 18
76 3 2 3 2 2 3 15
77 3 2 3 2 2 3 15
78 3 3 3 3 3 3 18
79 3 2 3 3 2 3 16
80 4 4 3 4 4 3 22
81 3 3 3 4 3 3 19
82 4 4 4 4 4 4 24
83 3 3 3 3 3 3 18
84 3 2 3 3 2 3 16
85 4 2 4 2 2 4 18
86 3 3 3 3 3 3 18
87 3 3 3 3 3 3 18
88 3 3 3 3 3 3 18
89 3 3 3 3 3 3 18
90 4 4 3 4 4 3 22
91 3 3 3 3 3 3 18
92 3 3 3 3 3 3 18
93 3 3 4 3 4 3 20
94 3 4 3 3 4 3 20
95 3 3 3 3 3 3 18
96 2 2 3 3 2 3 15
97 4 3 3 3 3 3 19
98 3 3 3 3 3 3 18
99 3 3 3 3 3 3 18
100 3 3 3 3 3 3 18
LAMPIRAN 3: Tabel Distribusi Data Variabel Kualitas Pelayanan (X2)
Responden
X2
1 2 3 4 5 6 7 8 9 10 11 12 13
Total X2
1 3 4 3 3 3 3 4 3 4 4 4 4 4 46
2 2 3 4 4 3 3 3 2 4 4 3 4 4 43
3 3 3 4 4 3 4 3 3 3 3 4 3 4 44
4 2 3 3 3 3 3 3 2 2 3 4 4 4 39
5 3 3 4 3 4 3 3 3 3 4 3 3 2 41
6 2 3 4 3 3 3 3 3 4 4 3 4 4 43
7 2 3 3 3 3 3 3 2 3 3 4 3 3 38
8 1 3 3 2 3 2 2 2 2 3 3 3 2 31
9 2 3 4 3 3 3 2 2 4 4 4 4 4 42
10 3 3 3 3 3 3 2 3 3 3 3 3 3 38
11 4 4 4 4 4 4 4 4 4 4 4 4 4 52
12 2 2 4 4 4 4 4 3 2 3 4 4 4 44
13 3 4 4 4 3 4 3 3 4 4 4 4 3 47
14 2 3 3 3 3 3 3 3 3 3 3 3 2 37
15 3 3 4 4 3 4 3 3 3 4 3 3 3 43
16 2 3 3 2 3 3 3 3 3 3 3 4 3 38
17 3 3 4 4 4 4 4 4 4 4 4 4 4 50
18 1 3 4 2 4 3 3 3 2 4 4 4 4 41
19 3 3 3 3 3 3 3 3 3 4 3 4 4 42
20 1 3 4 4 4 4 2 3 4 4 4 4 4 45
21 2 3 4 3 3 3 3 3 3 3 3 4 4 41
22 3 3 4 3 3 4 2 2 3 4 3 4 4 42
23 3 3 4 3 3 3 3 3 3 3 3 4 3 41
24 3 3 3 3 3 3 3 3 3 3 1 3 3 37
25 4 3 4 3 4 3 2 2 4 4 3 3 2 41
26 2 3 3 2 3 3 3 2 3 3 3 4 3 37
27 3 4 4 3 3 4 3 2 3 3 3 3 4 42
28 3 4 4 3 4 4 4 4 4 4 3 3 3 47
29 2 3 4 3 4 4 3 3 3 3 4 3 3 42
30 3 3 4 4 4 4 4 4 4 4 4 4 4 50
31 3 3 4 3 3 3 4 3 4 3 3 4 3 43
32 4 4 4 4 4 4 4 4 4 4 4 4 4 52
33 4 3 4 3 4 4 3 2 4 4 3 4 3 45
34 3 3 4 4 3 3 4 3 3 4 4 3 3 44
35 4 4 4 3 4 3 3 2 3 3 3 3 4 43
36 3 3 3 3 2 3 3 2 2 4 4 4 4 40
37 3 3 3 3 3 3 2 3 3 3 3 3 3 38
38 3 4 4 3 4 4 3 2 2 4 3 3 3 42
39 3 3 4 3 1 3 3 3 3 3 3 3 3 38
40 2 3 4 4 2 3 2 3 3 4 4 3 4 41
41 3 3 3 3 3 3 3 3 3 3 3 4 3 40
42 3 4 3 3 2 3 3 3 3 3 3 3 3 39
43 3 4 4 3 3 4 3 2 3 3 3 3 4 42
44 3 3 3 2 3 3 2 3 3 3 3 3 4 38
45 3 3 3 3 3 3 3 3 3 3 3 3 3 39
46 3 3 3 3 3 3 2 3 3 3 4 3 3 39
47 3 3 4 3 4 3 3 3 3 3 3 3 3 41
48 4 4 4 3 1 3 3 3 3 4 4 4 4 44
49 2 3 3 3 3 3 3 3 3 3 3 3 3 38
50 3 3 3 3 2 3 3 3 2 3 2 3 3 36
51 3 3 4 3 4 3 3 3 4 3 3 3 3 42
52 3 3 3 3 2 3 3 3 3 3 3 3 4 39
53 4 4 4 4 4 4 4 3 3 3 4 4 3 48
54 3 3 3 2 3 3 3 2 3 3 3 3 3 37
55 2 3 4 4 4 4 3 3 3 4 3 4 4 45
56 3 3 3 3 3 3 3 3 3 3 3 3 3 39
57 3 3 3 3 3 3 3 3 3 3 3 3 3 39
58 3 3 3 3 2 3 3 3 3 3 3 3 3 38
59 2 3 3 3 3 3 4 2 3 3 3 3 2 37
60 3 3 3 3 2 3 3 3 3 3 3 3 3 38
61 3 3 3 3 3 3 3 2 3 3 3 3 3 38
62 3 3 3 2 3 3 3 3 3 3 3 3 3 38
63 3 4 4 3 4 3 3 4 4 3 3 4 3 45
64 2 3 3 3 3 3 2 3 3 3 3 3 3 37
65 2 3 3 3 3 3 2 3 3 3 3 3 3 37
66 3 3 4 4 3 4 2 2 2 3 3 4 3 40
67 3 3 3 3 3 3 3 3 4 3 3 3 3 40
68 3 3 3 2 3 3 3 3 3 3 3 3 3 38
69 3 3 3 4 4 4 3 3 3 3 3 3 3 42
70 3 3 3 2 3 3 3 3 3 3 2 3 3 37
71 3 4 4 3 3 4 4 3 3 3 3 4 3 44
72 3 3 4 3 3 3 3 3 3 3 3 4 3 41
73 3 3 3 3 3 3 3 3 3 3 3 3 3 39
74 3 3 3 3 2 3 3 3 3 3 3 3 3 38
75 2 2 3 3 2 3 3 3 3 3 2 3 3 35
76 2 3 3 3 3 3 3 2 2 3 4 3 3 37
77 2 3 3 2 2 3 2 2 1 3 2 3 2 30
78 3 3 3 3 3 3 3 3 3 3 2 3 3 38
79 2 2 4 2 3 3 2 3 3 3 3 3 3 36
80 3 3 3 3 3 3 3 4 4 4 3 4 3 43
81 3 3 4 3 3 3 2 4 3 4 4 4 3 43
82 2 4 3 4 3 4 3 3 4 4 3 4 4 45
83 3 3 3 2 2 3 3 2 3 3 3 3 3 36
84 3 3 3 3 2 4 3 2 4 3 4 3 3 40
85 3 3 2 3 2 3 4 4 3 3 3 2 2 37
86 3 3 3 3 3 3 2 3 3 3 3 3 3 38
87 3 3 3 1 1 3 3 3 3 3 3 3 3 35
88 2 3 3 2 2 3 3 3 3 3 3 3 3 36
89 3 3 3 2 2 3 4 3 3 3 3 3 3 38
90 3 3 3 3 1 3 4 4 3 3 3 3 3 39
91 3 3 3 1 1 3 3 3 3 3 4 4 3 37
92 3 3 3 2 1 3 3 3 3 3 2 3 3 35
93 3 3 4 2 2 3 3 3 3 3 3 3 3 38
94 3 4 4 1 2 4 4 4 3 3 3 3 3 41
95 2 3 3 2 2 3 3 3 3 4 4 3 3 38
96 3 3 3 1 2 3 4 3 2 3 3 3 3 36
97 4 4 4 1 1 4 4 4 4 4 4 4 4 46
98 3 3 3 3 1 1 3 3 3 3 3 3 3 35
99 3 3 3 2 2 3 4 4 2 3 3 3 3 38
100 3 3 2 2 3 3 3 3 3 3 3 3 3 37
LAMPIRAN 4: Tabel Distribusi Data Variabel Kepuasan Pelanggan (Y)
Responden
Y
1 2 3 4 5 6 Total Y
1 3 3 4 3 3 4 20
2 3 3 3 3 3 3 18
3 3 3 3 3 3 3 18
4 3 3 3 3 3 3 18
5 3 4 3 4 4 3 21
6 3 4 3 4 4 3 21
7 2 3 2 3 3 2 15
8 2 2 1 2 2 1 10
9 3 4 4 4 4 4 23
10 2 2 3 2 2 3 14
11 4 4 4 4 4 4 24
12 4 3 3 3 3 3 19
13 4 3 4 3 3 4 21
14 3 3 3 3 3 3 18
15 3 3 3 3 3 3 18
16 2 3 2 3 3 2 15
17 4 3 4 3 3 4 21
18 3 3 4 3 3 4 20
19 4 4 4 4 4 4 24
20 3 3 3 3 3 3 18
21 3 3 3 3 3 3 18
22 4 3 3 3 3 3 19
23 3 3 3 3 3 3 18
24 3 3 3 3 3 3 18
25 3 1 2 1 1 2 10
26 3 3 4 3 3 4 20
27 4 4 4 4 4 4 24
28 3 3 4 3 3 4 20
29 3 3 3 3 3 3 18
30 4 4 4 4 4 4 24
31 3 3 3 3 3 3 18
32 4 4 4 4 4 4 24
33 3 3 4 3 3 4 20
34 3 3 4 3 3 4 20
35 3 3 3 3 3 3 18
36 4 4 4 4 4 4 24
37 3 3 3 3 3 3 18
38 3 4 4 4 4 4 23
39 3 3 3 3 3 3 18
40 3 3 4 3 3 4 20
41 4 3 3 3 3 3 19
42 3 2 2 2 2 2 13
43 3 3 3 3 3 3 18
44 3 3 3 3 3 3 18
45 3 3 3 3 3 3 18
46 3 3 3 3 3 3 18
47 3 3 4 3 3 4 20
48 4 4 2 4 4 2 20
49 3 3 3 3 3 3 18
50 3 3 3 3 3 3 18
51 3 3 3 3 3 3 18
52 3 3 3 3 3 3 18
53 4 4 4 4 4 4 24
54 3 3 3 3 3 3 18
55 3 3 3 3 3 3 18
56 3 3 3 3 3 3 18
57 3 3 3 3 3 3 18
58 3 3 3 3 3 3 18
59 3 3 2 3 3 2 16
60 3 3 3 3 3 3 18
61 3 3 3 3 3 3 18
62 3 3 3 3 3 3 18
63 3 3 4 3 3 4 20
64 3 3 3 3 3 3 18
65 2 2 3 2 2 3 14
66 3 3 3 3 3 3 18
67 3 3 4 3 3 4 20
68 3 4 3 4 4 3 21
69 3 3 3 3 3 3 18
70 3 3 3 3 3 3 18
71 4 4 3 4 4 3 22
72 3 3 3 3 3 3 18
73 3 3 3 3 3 3 18
74 3 3 3 3 3 3 18
75 3 3 3 3 3 3 18
76 2 3 2 3 3 2 15
77 3 3 2 3 3 2 16
78 3 3 3 3 3 3 18
79 3 3 3 3 3 3 18
80 4 4 4 4 4 4 24
81 4 3 3 3 3 3 19
82 4 4 4 4 4 4 24
83 4 3 4 3 3 4 21
84 3 3 3 3 3 3 18
85 3 3 4 3 3 4 20
86 3 3 3 3 3 3 18
87 3 3 3 3 3 3 18
88 3 3 3 3 3 3 18
89 3 4 3 4 4 3 21
90 3 4 3 4 4 3 21
91 3 3 3 3 3 3 18
92 3 3 3 3 3 3 18
93 3 3 3 3 3 3 18
94 3 3 3 3 3 3 18
95 3 4 4 4 3 3 21
96 3 4 3 3 3 2 18
97 3 4 3 3 3 2 18
98 3 3 4 3 2 3 18
99 2 3 3 4 3 3 18
100 3 4 3 3 3 2 18
LAMPIRAN 5: Uji Validasi
Correlations
X1.1 X1.2 X1.3 X1.4 X1.5 X1.6
HARGA_
X1 X1.1 Pearson
Correlation
1 .361** .596** .422** .355** .563** .728**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000
N 100 100 100 100 100 100 100
X1.2 Pearson Correlation
.361** 1 .241* .603** .954** .202* .812**
Sig. (2-tailed) .000
.016 .000 .000 .044 .000
N 100 100 100 100 100 100 100
X1.3 Pearson Correlation
.596** .241* 1 .310** .245* .818** .703**
Sig. (2-tailed) .000 .016
.002 .014 .000 .000
N 100 100 100 100 100 100 100
X1.4 Pearson Correlation
.422** .603** .310** 1 .580** .282** .729**
Sig. (2-tailed) .000 .000 .002
.000 .004 .000
N 100 100 100 100 100 100 100
X1.5 Pearson Correlation
.355** .954** .245* .580** 1 .205* .783**
Sig. (2-tailed) .000 .000 .014 .000
.041 .000
N 100 100 100 100 100 100 100
X1.6 Pearson Correlation
.563** .202* .818** .282** .205* 1 .600**
Sig. (2-tailed) .000 .044 .000 .004 .041
.000
N 100 100 100 100 100 100 100
HARGA _X1
Pearson Correlation
.728** .812** .703** .729** .783** .600** 1 Sig. (2-tailed) .000 .000 .000 .000 .000 .000
N 100 100 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Correlations
X2.1 X2.2 X2.3 X2.4 X2.5 X2.6 X2.7 X2.8 X2.9 X2.10 X2.1
1
X2.1
2 X2.13
KUALITA S_PELAY ANAN_X2 X2.1 Pearson
Correlation
1 .417** .121 .029 -.068 .186 .305*
*
.219* .262*
*
.049 -
.029 - .017
.012 .351**
Sig. (2-tailed) .000 .230 .771 .505 .064 .002 .028 .008 .631 .774 .868 .908 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.2 Pearson Correlation
.417** 1 .278** .085 .092 .372*
*
.303*
*
.131 .272*
*
.256* .184 .202* .224* .509**
Sig. (2-tailed) .000
.005 .398 .365 .000 .002 .193 .006 .010 .066 .044 .025 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.3 Pearson Correlation
.121 .278** 1 .355** .397** .487*
*
.068 .054 .276*
*
.461** .317*
*
.459*
*
.371** .659**
Sig. (2-tailed) .230 .005
.000 .000 .000 .498 .591 .005 .000 .001 .000 .000 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.4 Pearson Correlation
.029 .085 .355** 1 .489** .368*
*
.005 .021 .272*
*
.343** .240* .249* .282** .584**
Sig. (2-tailed) .771 .398 .000
.000 .000 .957 .833 .006 .000 .016 .013 .005 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.5 Pearson Correlation
-.068 .092 .397** .489** 1 .395*
*
- .034
- .050
.228* .255* .144 .253* .114 .521**
Sig. (2-tailed) .505 .365 .000 .000
.000 .740 .621 .023 .010 .152 .011 .259 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.6 Pearson Correlation
.186 .372** .487** .368** .395** 1 .251* .102 .243* .335** .280*
*
.303*
*
.349** .665**
Sig. (2-tailed) .064 .000 .000 .000 .000
.012 .314 .015 .001 .005 .002 .000 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.7 Pearson Correlation
.305** .303** .068 .005 -.034 .251* 1 .404*
*
.164 .052 .135 .112 .079 .400**
Sig. (2-tailed) .002 .002 .498 .957 .740 .012
.000 .103 .606 .180 .267 .434 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.8 Pearson Correlation
.219* .131 .054 .021 -.050 .102 .404*
*
1 .308*
*
.136 .078 .071 .056 .360**
Sig. (2-tailed) .028 .193 .591 .833 .621 .314 .000
.002 .177 .439 .481 .579 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.9 Pearson Correlation
.262** .272** .276** .272** .228* .243* .164 .308*
*
1 .396** .193 .282*
*
.227* .595**
Sig. (2-tailed) .008 .006 .005 .006 .023 .015 .103 .002
.000 .055 .005 .023 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.10 Pearson Correlation
.049 .256* .461** .343** .255* .335*
*
.052 .136 .396*
*
1 .415*
*
.497*
*
.410** .635**
Sig. (2-tailed) .631 .010 .000 .000 .010 .001 .606 .177 .000
.000 .000 .000 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.11 Pearson Correlation
-.029 .184 .317** .240* .144 .280*
*
.135 .078 .193 .415** 1 .385*
*
.396** .522**
Sig. (2-tailed) .774 .066 .001 .016 .152 .005 .180 .439 .055 .000
.000 .000 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.12 Pearson Correlation
-.017 .202* .459** .249* .253* .303*
*
.112 .071 .282*
*
.497** .385*
*
1 .524** .596**
Sig. (2-tailed) .868 .044 .000 .013 .011 .002 .267 .481 .005 .000 .000
.000 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
X2.13 Pearson Correlation
.012 .224* .371** .282** .114 .349*
*
.079 .056 .227* .410** .396*
*
.524*
*
1 .557**
Sig. (2-tailed) .908 .025 .000 .005 .259 .000 .434 .579 .023 .000 .000 .000
.000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
KUALITA S_PELAY ANAN_X2
Pearson Correlation
.351** .509** .659** .584** .521** .665*
*
.400*
*
.360*
*
.595*
*
.635** .522*
*
.596*
*
.557** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Correlations
Y.1 Y.2 Y.3 Y.4 Y.5 Y.6
KEPUASA N_PELAN GGAN_Y
Y.1 Pearson
Correlation
1 .388*
*
.454** .449*
*
.547*
*
.511** .656**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000
N 100 100 100 100 100 100 100
Y.2 Pearson
Correlation
.388** 1 .401** .898*
*
.837*
*
.373** .838**
Sig. (2-tailed) .000
.000 .000 .000 .000 .000
N 100 100 100 100 100 100 100
Y.3 Pearson
Correlation
.454** .401*
*
1 .339*
*
.426*
*
.934** .775**
Sig. (2-tailed) .000 .000
.001 .000 .000 .000
N 100 100 100 100 100 100 100
Y.4 Pearson
Correlation
.449** .898*
*
.339** 1 .843*
*
.430** .817**
Sig. (2-tailed) .000 .000 .001
.000 .000 .000
N 100 100 100 100 100 100 100
Y.5 Pearson
Correlation
.547** .837*
*
.426** .843*
*
1 .487** .820**
Sig. (2-tailed) .000 .000 .000 .000
.000 .000
N 100 100 100 100 100 100 100
Y.6 Pearson
Correlation
.511** .373*
*
.934** .430*
*
.487*
*
1 .789**
Sig. (2-tailed) .000 .000 .000 .000 .000
.000
N 100 100 100 100 100 100 100
KEPUASAN_
PELANGGAN _Y
Pearson Correlation
.656** .838*
*
.775** .817*
*
.820*
*
.789** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000
N 100 100 100 100 100 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
LAMPIRAN 6: Uji realibility
a. Harga (X1)
Case Processing Summary
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics Cronbach's
Alpha N of Items
.829 6
Item-Total Statistics Scale Mean if
Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted
X1.1 14.9100 4.467 .593 .802
X1.2 15.2700 4.078 .677 .784
X1.3 14.8600 4.849 .562 .810
X1.4 15.0800 4.640 .606 .801
X1.5 15.2900 4.026 .664 .788
X1.6 14.8900 4.826 .509 .818
b. Kualitas Pelayanan (X2)
Case Processing Summary
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics Cronbach's
Alpha N of Items
.776 13
Item-Total Statistics Scale Mean if
Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted
X2.1 37.5100 14.596 .203 .782
X2.2 37.1500 14.412 .423 .762
X2.3 36.8800 13.440 .573 .747
X2.4 37.4100 13.052 .440 .759
X2.5 37.4500 13.179 .343 .775
X2.6 37.0700 13.541 .585 .747
X2.7 37.2700 14.401 .263 .776
X2.8 37.3800 14.622 .222 .779
X2.9 37.2100 13.481 .485 .754
X2.10 37.0000 13.859 .559 .751
X2.11 37.1100 13.897 .405 .762
X2.12 36.9500 13.846 .506 .754
X2.13 37.0900 13.820 .450 .758
c. Kepuasan Pelanggan (Y)
Case Processing Summary
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics Cronbach's
Alpha N of Items
.880 6
Item-Total Statistics Scale Mean if
Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted
Y.1 15.6700 5.334 .573 .877
Y.2 15.6100 5.089 .714 .855
Y.3 15.5900 4.931 .647 .867
Y.4 15.6500 4.957 .727 .852
Y.5 15.6600 4.934 .787 .843
Y.6 15.6200 4.763 .697 .858
LAMPIRAN 7: Uji Regresi Linear Berganda
Variables Entered/Removeda Model Variables Entered
Variables
Removed Method 1 KUALITAS_PELAYANAN_X2,
HARGA_X1b
. Enter a. Dependent Variable: KEPUASAN_PELANGGAN_Y b. All requested variables entered.
Model Summary
Model R R Square
Adjusted R Square
Std. Error of the Estimate
1 .685a .469 .459 1.92483
a. Predictors: (Constant), KUALITAS_PELAYANAN_X2, HARGA_X1
ANOVAa
Model
Sum of
Squares df
Mean
Square F Sig.
1 Regression 318.007 2 159.003 42.916 .000b
Residual 359.383 97 3.705
Total 677.390 99
a. Dependent Variable: KEPUASAN_PELANGGAN_Y
b. Predictors: (Constant), KUALITAS_PELAYANAN_X2, HARGA_X1
Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients
T Sig.
B Std. Error Beta
1 (Constant) 2.382 1.992
1.196 .235
HARGA_X1 .525 .095 .500 5.553 .000
KUALITAS_PELAYANAN_X2 .172 .059 .262 2.912 .004
a. Dependent Variable: KEPUASAN_PELANGGAN_Y
RIWAYAT HIDUP PENULIS