BAB V KESIMPULAN DAN SARAN
B. Saran
Berdasarkan kesimpulan yang diperoleh selanjutnya saran-saran yang disampaikan adalah sebagai berikut:
1. Merujuk hasil penelitian bahwa manajemen PT. Bank Syariah Mandiri Kantor Kas Unismuh Makassar dapat memprioritaskan pelaksanaan
kualitas pelayanan internet banking dalam meningkatkan kepuasan nasabah
2. Mengingat intensitas transaksi nasabah dengan internet banking sudah hampir setiap saat maka disarankan kepada pihak manajemen PT. Bank Syariah Mandiri Kantor Kas Unismuh Makassar untuk selalu menjaga kepuasan nasabah sehingga nasabah tersebut terus bertahan pada PT.
Bank Syariah Mandiri Kantor Kas Unismuh Makassar.
3. PT. Bank Syariah Mandiri Kantor kas Unismuh Makassar sebaiknya lebih efektif dalam menawarkan atau mempromosikan internet banking pada nasabah yang belum mengetahui bahwa adanya internet banking pada Pt. Bank Syariah Mandiri
59
Armystead CG, Clark Graham. 2013. Customer Service and Support – Penerapan Strategi Efektif. Times Management Series. Jakarta: PT Elex Media Komputindo. Jakarta
Duwi, Priyatno, SPSS 22: Pengolahan Data Terpraktis. Yogyakarta: CV. Andi Offset
Ghozali, Imam. 2014 Aplikasi Analisis Multivariate dengan Program SPSS.
Semarang: Penerbit Universitas Diponogoro
Hadi, Sutrisno, 2013.Metodologi Research. Yogyakarta: Penerbit Andi.
Irawan, Handi. 2013.Indonesia Customer Satisfaction - Membedah strategi kepuasan Pelanggan merek pemegang ICSA. PT Elex Media Komputindo Kadir, Abdul. 2013.Pengenalan Teknologi Informasi. Yogyakarta: Andi Offset Kotler, Philip. 2013.Manajemen Pemasaran; Analisis Perencanaan, Implementasi
dan Pengendalian. Edisi ke tujuh, Volume 2, Lembaga Penerbit Fakultas Ekonomi Universitas Indonesia, Jakarta
Luistik, Olga. Tartu. 2013. E-Banking In Estonia: Reasons and Benefit of the Rapid Growth. Tartu University Press.www.tyk.ut.ee,
O’ Brien, James A. 2013. Introduction to Information System.11th edition Mc Graw-Thile. New York
Parasuraman, Leonard L. Berry. 2015. Delivering Quality. The Free Press, New York
Sangadji, Etta Mamang dan Sopiah. 2013. Perilaku Konsumen. Cetakan Pertama.Yogyakarta: Andi Offset
Shetgeri, Uday, 2013. Leveraging Existing Assets for e-banking. Business Integration Journal, September.
Siregar, Syofian. 2013. Metode Penelitian Kuantitatif: Dilengkapi dengan Perbandingan Perhitungan Manual & SPSS. Jakarta: Kencana
Sugiyono. 2017.Metode Penelitian Bisnis. Bandung: Alfabeta
Suliyanto, 2013. Ekonometrika Terapan: Teori & Aplikasi dengan SPSS.
Yogyakarta: CV Andi Offset
Tjiptono, Chandra. 2013.Strategi Pemasaran. Yogyakarta: Andi Offset
Tjiptono, Fandy. 2013. Manajemen Jasa. Cetakan Pertama. Yogyakarta: Andi Offset
Turk, Volker &Kuhndt Michael & Alakeson Vidhya. Aldrich Tim and Geibler, 2013.
The Environmental and Sobal Impacts of E Banking (A Case Study with Barclays PLC). Time report, April, Phil Case, Barclays PLC, Digital Europe
Umar, Husein. 2013.Riset Pemasaran & Perilaku Konsumen. Jakarta: Gramedia http://www.bankmandiri.co.id(26 Desember 2017)
http://www.klikbca.com/buku_petunjuk_penggunaanmandiri.pdf/ (20 Desember 2017)
A M
P
I
R
A
N
UNISMUH MAKASSAR KUESIONER PENDAHULUAN
Sebelumnya saya sampaikan terima kasih atas kesediaan Bapak/Ibu/Saudara untuk menjadi responden dalam penelitian ini. Daftar pertanyaan ini dibuat dengan maksud mengumpulkan data dalam rangka penyusunan skripsi yang berjudul “Pengaruh Kualitas Layanan Internet banking Terhadap Kepuasan Nasabah Pada PT. Bank Syariah Mandiri Kantor Kas Unismuh Makassar”, dengan melakukan studi pada Universitas Muhammadiyah Makassar.
IdentitasResponden 1. Usia
20 – 25 Tahun 25 - 30 Tahun
30 – 35 Tahun 35 Tahun
2. Jenis kelamin
Laki-laki Perempuan
3. Pengeluaran perbulan
< Rp. 1.500.000 Rp. 1.500.000– Rp. 3.000.000 >Rp. 3.000.000
4. Pekerjaan
PegawaiNegeri/TNI/Polri Wirausaha Pegawai Swasta Ibu Rumah Tangga Lainnya, sebutkan
PETUNJUK PENGISIAN
Berilah tanda silang (X) pada skor yang ada di sebelah kanan lembar kuesioner di bawah ini dengan ketentuan sebagai berikut.
SangatSetuju (SS) = 5 TidakSetuju (TS) = 2 Setuju (S) = 4 SangatTidakSetuju (STS) =1
Netral (N) = 3
INSTRUMEN PENELITIAN KUALITAS LAYANAN (X)
No. Pernyataan Alternatif Jawaban
SS S N TS STS
1
Anda merasa e-banking PT. Bank Syariah Mandiri mudah digunakan
2Anda menggunakan website e-banking
PT.Bank Mega karena dapat diakses dengan cepat
3
Anda merasa menggunakan e-banking PT.Bank Mega layanan perbankan menjadi praktis
4
Anda bertransaksi menggunakan e- banking PT. Bank Syariah Mandiri menjadi lebih efektif
5
Anda bertransaksi dengan e-banking PT.Bank Mega karena dapat menghemat waktu
6
Anda merasa bahwa kepuasan didapat karena kemudahan akses semua program dalam e-banking PT.
Bank Syariah Mandiri
7
Anda menggunakan e-banking PT.
Bank Syariah Mandiri memberikan keamanan data transaksi yang dilakukan
8
Anda merasa e-banking PT.Bank Mega menjaga kerahasiaan data nasabah
9Anda setuju bahwa tampilan fitur
gambar pada layar e-banking cukup menarik perhatian sehingga dapat menikmati dengan puas
10
Bahasa pada layanan fitur layar e- banking PT. Bank Syariah Mandiri dengan mudah anda mengerti
11
Anda setuju bahwa kepuasan didapat
PT. Bank Syariah Mandiri
12
Anda setuju bahwa kepuasan didapat karena kenyamanan dalam bertransaksi pada semua program dalam e-banking PT. Bank Syariah Mandiri
13
e- banking PT. Bank Syariah Mandiri dapat digunakan selama 24 jam
14
Anda menggunakan e-banking PT.Bank Mega kebutuhan transaksi yang mendesak dapat teratasi
INSTRUMEN PENELITIAN KEPUASAN NASABAH (Y)
No. Pernyataan Alternatif Jawaban
SS S N TS STS 1
Anda merasa e-banking PT. Bank
Syariah Mandiri memenuhi tanggungjawabnya terhadap nasabah
2Anda merasa e-banking PT. Bank
Syariah Mandiri dapat dipercaya
3
Anda setuju bahwa kepuasan didapat karena tujuan dalam penggunaan e- banking PT. Bank Syariah Mandiri dapat tercapai dengan mudah
4
Dengan menggunakan e-banking PT.
Bank Syariah Mandiri dapat digunakan dimanapun dan kapanpun
5
Pemahaman yang diberikan oleh PT.
Bank Syariah Mandiri akan layanan e- banking dapat dipahami dengan mudah
6Anda setuju bahwa semua penerapan
jenis layanan pada e-banking PT. Bank
Syariah Mandiri sudah sesuai dengan
yang di janjikan pada saat promosi
1 5 5 5 5 4 5 4 4 4 5 5 4 5 4 64
2 4 4 4 4 4 4 4 4 4 4 4 4 4 4 56
3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 56
4 4 4 4 5 4 5 4 5 3 4 4 5 4 4 59
5 4 4 4 4 5 5 5 4 5 3 4 4 5 4 60
6 4 4 4 4 4 4 5 5 3 5 5 5 5 5 62
7 3 3 3 3 3 3 3 3 3 3 3 3 3 3 42
8 4 3 3 3 3 3 4 5 3 3 3 4 3 4 48
9 5 4 5 5 5 5 5 5 4 5 4 5 5 5 67
10 5 5 4 5 4 5 5 5 3 5 5 5 4 5 65
11 5 5 5 5 5 5 5 5 4 5 5 5 5 5 69
12 5 5 5 5 5 5 5 5 3 5 5 5 5 5 68
13 5 5 5 5 5 5 5 5 5 5 5 5 5 5 70
14 4 4 4 5 4 4 5 5 3 5 5 5 4 5 62
15 5 5 5 5 5 5 5 5 5 4 4 3 2 5 63
16 5 5 5 4 4 5 5 5 4 5 5 5 5 4 66
17 4 4 4 4 4 5 3 4 2 3 3 4 3 4 51
18 5 4 4 4 5 5 4 5 4 3 2 4 5 4 58
19 4 4 4 4 4 4 4 4 3 4 4 4 4 4 55
20 3 4 4 4 4 5 4 4 3 4 4 4 4 4 55
21 5 5 5 5 5 5 5 5 5 5 5 5 5 5 70
22 4 5 5 5 4 5 4 4 3 3 4 5 4 4 59
25 4 4 4 4 3 5 4 5 3 5 3 5 4 5 58
26 4 3 4 3 3 3 3 4 2 2 3 3 4 3 44
27 5 5 5 5 5 5 5 5 5 5 5 5 5 5 70
28 4 4 4 4 4 4 4 4 4 4 4 4 4 4 56
29 4 4 4 4 4 5 4 5 3 5 5 5 5 5 62
30 5 5 5 5 5 5 5 5 4 4 5 5 5 5 68
31 4 4 4 3 3 4 4 3 3 3 3 4 4 3 49
32 5 5 5 5 5 5 5 5 5 5 5 5 5 5 70
33 4 4 5 4 4 5 5 5 3 5 5 5 4 5 63
34 3 4 4 3 3 4 3 4 2 3 3 4 4 3 47
35 4 4 4 4 4 4 4 5 3 3 4 5 3 3 54
36 4 4 4 4 4 4 4 4 4 4 4 4 4 4 56
37 4 4 5 4 4 5 4 3 3 3 4 5 3 3 54
38 4 4 4 4 4 4 5 4 5 4 4 5 5 4 60
39 4 4 4 4 4 4 4 5 5 5 5 4 5 4 61
40 5 5 5 5 5 5 5 5 5 5 5 5 5 5 70
41 5 5 5 5 5 5 5 5 3 4 5 5 5 5 67
42 4 4 4 5 4 4 4 4 2 3 4 4 3 3 52
43 4 4 4 5 4 5 4 5 3 3 4 3 3 3 54
44 5 5 5 5 5 5 4 5 3 3 4 4 3 3 59
45 4 4 4 4 4 4 4 5 3 3 3 5 3 3 53
46 4 4 4 4 4 4 4 5 3 3 4 5 3 3 54
49 4 5 5 5 4 5 4 5 3 3 4 5 3 3 58
50 4 4 4 4 4 4 5 5 3 4 4 5 3 4 57
5 5 5 4 3 5 27
4 5 5 5 4 4 27
5 5 5 4 3 4 26
5 5 5 5 5 5 30
4 4 4 3 3 3 21
5 5 5 5 5 5 30
3 3 3 3 3 3 18
3 5 2 2 3 2 17
5 4 5 5 5 5 29
5 5 5 5 5 5 30
5 5 5 5 5 5 30
5 5 5 5 5 5 30
5 5 5 5 5 5 30
4 4 5 5 5 4 27
4 3 5 4 3 5 24
5 5 4 5 3 5 27
5 5 4 2 2 5 23
5 5 5 5 5 5 30
4 4 4 4 4 4 24
5 5 5 5 4 5 29
5 5 5 5 5 5 30
4 5 4 4 5 4 26
4 5 4 4 5 4 26
5 4 4 5 4 4 26
5 5 5 5 5 5 30
3 4 3 4 4 4 22
5 5 5 5 5 5 30
4 4 4 4 4 4 24
5 5 5 5 3 4 27
5 5 4 5 5 5 29
5 5 4 4 4 4 26
5 5 5 5 5 5 30
4 5 4 5 5 4 27
5 4 4 4 5 4 26
4 4 4 5 4 5 26
3 4 4 5 5 5 26
5 5 4 4 5 4 27
5 4 5 4 4 4 26
5 5 5 5 5 5 30
5 5 5 4 5 4 28
4 4 4 5 4 4 25
4 5 4 4 5 4 26
4 5 4 4 4 4 25
4 5 5 5 4 5 28
4 4 4 4 4 4 24
5 5 5 4 5 4 28
5 5 5 5 5 5 30
4 5 4 4 5 4 26
4 4 4 4 4 4 24
5 5 4 4 4 4 26
Jenis Kelamin
Frequency Percent Valid Percent
Cumulative Percent
Valid laki-laki 26 52,0 52,0 52,0
Perempuan 24 48,0 48,0 100,0
Total 50 100,0 100,0
Usia
Frequency Percent Valid Percent
Cumulative Percent
Valid 20-25 Tahun 7 14,0 14,0 14,0
25-30 Tahun 21 42,0 42,0 56,0
30-35 Tahun 13 26,0 26,0 82,0
>35 Tahun 9 18,0 18,0 100,0
Total 50 100,0 100,0
Pekerjaan
Frequency Percent Valid Percent
Cumulative Percent
Valid Pegawai Negri/TNI/Polri 17 34,0 34,0 34,0
Wirausaha 10 20,0 20,0 54,0
Pegawai Swasta 11 22,0 22,0 76,0
Ibu Rumah Tangga 12 24,0 24,0 100,0
Total 50 100,0 100,0
Pengeluaran Perbulan
Frequency Percent Valid Percent
Cumulative Percent
Valid <Rp.1.500.000 25 50,0 50,0 50,0
Rp.1.500.000-3.000.000 16 32,0 32,0 82,0
>Rp 3.000.000 9 18,0 18,0 100,0
Total 50 100,0 100,0
X1.1
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 3 6,0 6,0 6,0
4,00 31 62,0 62,0 68,0
5,00 16 32,0 32,0 100,0
Total 50 100,0 100,0
X1.2
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 3 6,0 6,0 6,0
4,00 31 62,0 62,0 68,0
5,00 16 32,0 32,0 100,0
Total 50 100,0 100,0
X1.3
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 2 4,0 4,0 4,0
4,00 29 58,0 58,0 62,0
5,00 19 38,0 38,0 100,0
Total 50 100,0 100,0
X1.4
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 5 10,0 10,0 10,0
4,00 24 48,0 48,0 58,0
5,00 21 42,0 42,0 100,0
Total 50 100,0 100,0
Frequency Percent Valid Percent Percent
Valid 3,00 6 12,0 12,0 12,0
4,00 28 56,0 56,0 68,0
5,00 16 32,0 32,0 100,0
Total 50 100,0 100,0
X1.6
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 3 6,0 6,0 6,0
4,00 19 38,0 38,0 44,0
5,00 28 56,0 56,0 100,0
Total 50 100,0 100,0
X1.6
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 3 6,0 6,0 6,0
4,00 19 38,0 38,0 44,0
5,00 28 56,0 56,0 100,0
Total 50 100,0 100,0
X1.7
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 4 8,0 8,0 8,0
4,00 26 52,0 52,0 60,0
5,00 20 40,0 40,0 100,0
Total 50 100,0 100,0
X1.8
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 4 8,0 8,0 8,0
4,00 14 28,0 28,0 36,0
5,00 32 64,0 64,0 100,0
Total 50 100,0 100,0
Frequency Percent Valid Percent Percent
Valid 3,00 4 8,0 8,0 8,0
4,00 14 28,0 28,0 36,0
5,00 32 64,0 64,0 100,0
Total 50 100,0 100,0
X1.9
Frequency Percent Valid Percent
Cumulative Percent
Valid 2,00 4 8,0 8,0 8,0
3,00 26 52,0 52,0 60,0
4,00 11 22,0 22,0 82,0
5,00 9 18,0 18,0 100,0
Total 50 100,0 100,0
X1.10
Frequency Percent Valid Percent
Cumulative Percent
Valid 2,00 1 2,0 2,0 2,0
3,00 18 36,0 36,0 38,0
4,00 14 28,0 28,0 66,0
5,00 17 34,0 34,0 100,0
Total 50 100,0 100,0
X1.11
Frequency Percent Valid Percent
Cumulative Percent
Valid 2,00 1 2,0 2,0 2,0
3,00 8 16,0 16,0 18,0
4,00 24 48,0 48,0 66,0
5,00 17 34,0 34,0 100,0
Total 50 100,0 100,0
Frequency Percent Valid Percent Percent
Valid 3,00 5 10,0 10,0 10,0
4,00 18 36,0 36,0 46,0
5,00 27 54,0 54,0 100,0
Total 50 100,0 100,0
X1.13
Frequency Percent Valid Percent
Cumulative Percent
Valid 2,00 1 2,0 2,0 2,0
3,00 14 28,0 28,0 30,0
4,00 16 32,0 32,0 62,0
5,00 19 38,0 38,0 100,0
Total 50 100,0 100,0
X1.14
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 14 28,0 28,0 28,0
4,00 19 38,0 38,0 66,0
5,00 17 34,0 34,0 100,0
Total 50 100,0 100,0
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 4 8,0 8,0 8,0
4,00 17 34,0 34,0 42,0
5,00 29 58,0 58,0 100,0
Total 50 100,0 100,0
Y1.2
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 2 4,0 4,0 4,0
4,00 14 28,0 28,0 32,0
5,00 34 68,0 68,0 100,0
Total 50 100,0 100,0
Y1.2
Frequency Percent Valid Percent
Cumulative Percent
Valid 3,00 2 4,0 4,0 4,0
4,00 14 28,0 28,0 32,0
5,00 34 68,0 68,0 100,0
Total 50 100,0 100,0
Y1.3
Frequency Percent Valid Percent
Cumulative Percent
Valid 2,00 1 2,0 2,0 2,0
3,00 2 4,0 4,0 6,0
4,00 22 44,0 44,0 50,0
5,00 25 50,0 50,0 100,0
Total 50 100,0 100,0
Frequency Percent Valid Percent Percent
Valid 2,00 2 4,0 4,0 4,0
3,00 2 4,0 4,0 8,0
4,00 20 40,0 40,0 48,0
5,00 26 52,0 52,0 100,0
Total 50 100,0 100,0
Y1.5
Frequency Percent Valid Percent
Cumulative Percent
Valid 2,00 1 2,0 2,0 2,0
3,00 8 16,0 16,0 18,0
4,00 15 30,0 30,0 48,0
5,00 26 52,0 52,0 100,0
Total 50 100,0 100,0
Y1.6
Frequency Percent Valid Percent
Cumulative Percent
Valid 2,00 1 2,0 2,0 2,0
3,00 2 4,0 4,0 6,0
4,00 24 48,0 48,0 54,0
5,00 23 46,0 46,0 100,0
Total 50 100,0 100,0
Correlations
X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X1.7 X1.8 X1.9 X1.10 X1.11 X1.12 X1.13 X1.14 X.T X1.1 Pearson
Correlation 1 ,744** ,686** ,656** ,702** ,559** ,631** ,489** ,510** ,478** ,487** ,336* ,426** ,557** ,792**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,017 ,002 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.2 Pearson
Correlation ,744** 1 ,816** ,766** ,645** ,735** ,573** ,377** ,428** ,478** ,630** ,443** ,343* ,466** ,802**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000 ,007 ,002 ,000 ,000 ,001 ,015 ,001 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.3 Pearson
Correlation ,686** ,816** 1 ,705** ,665** ,745** ,505** ,312* ,351* ,371** ,563** ,408** ,295* ,368** ,732**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000 ,028 ,012 ,008 ,000 ,003 ,038 ,008 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.4 Pearson
Correlation ,656** ,766** ,705** 1 ,724** ,712** ,548** ,487** ,317* ,420** ,610** ,369** ,182 ,435** ,748**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,025 ,002 ,000 ,008 ,206 ,002 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.5 Pearson
Correlation ,702** ,645** ,665** ,724** 1 ,624** ,659** ,367** ,541** ,309* ,490** ,218 ,310* ,419** ,730**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000 ,009 ,000 ,029 ,000 ,129 ,029 ,002 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.6 Pearson
Correlation ,559** ,735** ,745** ,712** ,624** 1 ,428** ,361** ,281* ,392** ,417** ,394** ,287* ,440** ,696**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,002 ,010 ,048 ,005 ,003 ,005 ,043 ,001 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.7 Pearson
Correlation ,631** ,573** ,505** ,548** ,659** ,428** 1 ,410** ,556** ,626** ,685** ,485** ,419** ,665** ,806**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,002 ,003 ,000 ,000 ,000 ,000 ,002 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
,000 ,007 ,028 ,000 ,009 ,010 ,003 ,135 ,001 ,006 ,000 ,106 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.9 Pearson
Correlation ,510** ,428** ,351* ,317* ,541** ,281* ,556** ,215 1 ,504** ,411** ,136 ,491** ,479** ,636**
Sig. (2-tailed) ,000 ,002 ,012 ,025 ,000 ,048 ,000 ,135 ,000 ,003 ,345 ,000 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.10 Pearson
Correlation ,478** ,478** ,371** ,420** ,309* ,392** ,626** ,451** ,504** 1 ,740** ,520** ,640** ,844** ,797**
Sig. (2-tailed) ,000 ,000 ,008 ,002 ,029 ,005 ,000 ,001 ,000 ,000 ,000 ,000 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.11 Pearson
Correlation ,487** ,630** ,563** ,610** ,490** ,417** ,685** ,381** ,411** ,740** 1 ,477** ,485** ,598** ,792**
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,003 ,000 ,006 ,003 ,000 ,000 ,000 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.12 Pearson
Correlation ,336* ,443** ,408** ,369** ,218 ,394** ,485** ,501** ,136 ,520** ,477** 1 ,442** ,483** ,611**
Sig. (2-tailed) ,017 ,001 ,003 ,008 ,129 ,005 ,000 ,000 ,345 ,000 ,000 ,001 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.13 Pearson
Correlation ,426** ,343* ,295* ,182 ,310* ,287* ,419** ,231 ,491** ,640** ,485** ,442** 1 ,618** ,643**
Sig. (2-tailed) ,002 ,015 ,038 ,206 ,029 ,043 ,002 ,106 ,000 ,000 ,000 ,001 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X1.14 Pearson
Correlation ,557** ,466** ,368** ,435** ,419** ,440** ,665** ,492** ,479** ,844** ,598** ,483** ,618** 1 ,798**
Sig. (2-tailed) ,000 ,001 ,008 ,002 ,002 ,001 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
X.T Pearson
Correlation ,792** ,802** ,732** ,748** ,730** ,696** ,806** ,589** ,636** ,797** ,792** ,611** ,643** ,798** 1 Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000
N 50 50 50 50 50 50 50 50 50 50 50 50 50 50 50
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Y1.1 Y1.2 Y1.3 Y1.4 Y1.5 Y1.6 Y.T
Y1.1 Pearson
Correlation 1 ,505** ,680** ,376** ,231 ,544** ,735**
Sig. (2-tailed) ,000 ,000 ,007 ,106 ,000 ,000
N 50 50 50 50 50 50 50
Y1.2 Pearson
Correlation ,505** 1 ,300* ,201 ,299* ,263 ,549**
Sig. (2-tailed) ,000 ,034 ,161 ,035 ,065 ,000
N 50 50 50 50 50 50 50
Y1.3 Pearson
Correlation ,680** ,300* 1 ,626** ,344* ,683** ,823**
Sig. (2-tailed) ,000 ,034 ,000 ,015 ,000 ,000
N 50 50 50 50 50 50 50
Y1.4 Pearson
Correlation ,376** ,201 ,626** 1 ,580** ,664** ,810**
Sig. (2-tailed) ,007 ,161 ,000 ,000 ,000 ,000
N 50 50 50 50 50 50 50
Y1.5 Pearson
Correlation ,231 ,299* ,344* ,580** 1 ,333* ,670**
Sig. (2-tailed) ,106 ,035 ,015 ,000 ,018 ,000
N 50 50 50 50 50 50 50
Y1.6 Pearson
Correlation ,544** ,263 ,683** ,664** ,333* 1 ,793**
Sig. (2-tailed) ,000 ,065 ,000 ,000 ,018 ,000
N 50 50 50 50 50 50 50
Y.T Pearson
Correlation ,735** ,549** ,823** ,810** ,670** ,793** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000
N 50 50 50 50 50 50 50
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Reliability Statistics
Cronbach's
Alpha N of Items
,766 15
Reliability Statistics
Cronbach's
Alpha N of Items
,784 7
Linear sederhana
Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients
t Sig.
B Std. Error Beta
1 (Constant) 10,198 2,797 3,647 ,001
Kualitas Layanan ,279 ,047 ,650 5,928 ,000
a. Dependent Variable: Kepuasan Nasabah