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KUESIONER PENELITIAN

Karakteristik Responden a. Jenis Kelamin 1. Laki-Laki 2. Wanita b. Pendidikan 1. SMA 2. D3/S1 3. S2/S3 c. Pekerjaan 1. Pelajar/Mahasiswa 2. PNS 3. Swasta 4. Guru/Dosen 5. Lain-lain d. Usia 1. 17 tahun s/d 27 tahun 2. 28 tahun s/d 38 tahun 3. 39 tahun s/d 50 tahun Keterangan : 1. Isilah kolom di sebelah kanan dengan tanda atau yang paling sesuai menurut anda 2. Tidak ada jawaban salah atau benar 3. Pilihan jawaban yang tersedia sebagai berikut : STS TS N S SS Sangat Tidak Setuju Tidak Setuju Netral Setuju Sangat Setuju

Relationship Marketing Inputs No 1. 2. 3. Understanding Customer Expectation/UCE STS (Memahami Harapan Pelanggan) PT. Sumber Bahtera Motor sesuai dengan harapan saya dalam menjamin keamanan pada setiap pelanggan. PT. Sumber Bahtera Motor sesuai dengan harapan saya dalam membiasakan karyawannya bersikap ramah terhadap pelanggan. Pelayanan yang diberikan PT. Sumber Bahtera Motor sesuai dengan harapan pelanggan. Building Service Partnership/BSP (Kerjasama Dengan Pelanggan) Karyawan PT. Sumber Bahtera Motor telah mendengarkan dan menindaklanjuti keluhan yang disampaikan pelanggan. Manajemen PT. Sumber Bahtera Motor telah melibatkan pelanggan dalam meningkatkan mutu pelayanan. Manajemen PT. Sumber Bahtera Motor telah mendorong karyawannya untuk melayani pelanggan dengan penuh ramah dan penuh persahabatan. Total Quality Management/TQM (Manajemen Mutu Total) PT. Sumber Bahtera Motor telah meningkatkan mutu pelayanan secara berkesinambungan. Karyawan PT. Sumber Bahtera Motor telah menunjukkan rasa percaya diri dalam melaksanakan tugas. PT. Sumber Bahtera Motor telah menyediakan fasilitas fisik yang baik (misalnya: gedung yang bagus, ruangan yang nyaman, dll). Empowering Employees/EE (Pemberian Wewenang Kepada Karyawan) Karyawan PT. Sumber Bahtera Motor mempunyai tanggung jawab untuk menyelesaikan permasalahan ketika melakukan transaksi dengan pelanggan Manajemen PT. Sumber Bahtera Motor telah menciptakan lingkungan dan suasana kerja yang baik bagi karyawan Karyawan PT. Sumber Bahtera Motor mempunyai wewenang untuk memutuskan permasalahan ketika melakukan transaksi dengan pelanggan TS N S SS

1. 2. 3.

1. 2. 3.

1.

2. 3.

Relationship Marketing Outputs No 1. 2. 3. 4. Customer Satisfaction/CS STS (Kepuasan Pelanggan) Saya merasa puas karena PT. Sumber Bahtera Motor menjamin keamanan pelanggannya. Saya merasa puas karena PT. Sumber Bahtera Motor membiasakan karyawannya berlaku ramah terhadap pelanggan. Saya merasa puas karena PT. Sumber Bahtera Motor memberikan pelayanan yang cepat kepada pelanggan. Saya merasa puas karena karyawan PT. Sumber Bahtera Motor mau mendengarkan dan menindaklanjuti keluhan yang disampaikan pelanggan. Saya merasa puas karena manajemen PT. Sumber Bahtera Motor mau melibatkan pelanggan dalam meningkatkan mutu pelayanan. Saya merasa puas karena manajemen PT. Sumber Bahtera Motor mau mendorong karyawannya untuk melayani pelanggan dengan penuh ramah dan penuh persahabatan. Customer Loyalty/CL (Kesetiaan Pelanggan) Saya akan loyal atau setia karena PT. Sumber Bahtera Motor menjamin keamanan pelanggan. Saya akan loyal atau setia karena PT. Sumber Bahtera Motor membiasakan karyawannya berlaku ramah terhadap pelanggan/konsumen. Saya akan loyal atau setia karena PT. Sumber Bahtera Motor memberikan pelayanan yang cepat kepada pelanggan. Saya akan loyal atau setia karena karyawan PT. Sumber Bahtera Motor mau mendengarkan dan menindaklanjuti keluhan yang disampaikan pelanggan. Saya akan loyal atau setia karena PT. Sumber Bahtera Motor mau melibatkan pelanggan tentang bagaimana meningkatkan mutu pelayanan. Saya akan loyal atau setia karena PT. Sumber Bahtera Motor mau mendorong karyawannya untuk melayani pelanggan dengan penuh ramah dan penuh persahabatan. TS N S SS

5. 6.

1. 2. 3. 4.

5. 6.

Profil Responden Frequencies


Statistics Jenis Kelamin 100 0 Pendidikan 100 0 Pekerjaan 100 0 Usia 100 0

Valid Missing

Frequency Table
Jenis Kelamin Frequency 55 45 100 Percent 55,0 45,0 100,0 Valid Percent 55,0 45,0 100,0 Cumulative Percent 55,0 100,0

Valid

Laki-Laki Wanita Total

Pendidikan Frequency 44 56 100 Percent 44,0 56,0 100,0 Valid Percent 44,0 56,0 100,0 Cumulative Percent 44,0 100,0

Valid

D3/S1 S2/S3 Total

Pekerjaan Frequency 2 16 50 15 17 100 Percent 2,0 16,0 50,0 15,0 17,0 100,0 Valid Percent 2,0 16,0 50,0 15,0 17,0 100,0 Cumulative Percent 2,0 18,0 68,0 83,0 100,0

Valid

Pelajar/Mahasiswa PNS Swasta Guru/Dosen Lainnya/Pengusaha Total

Usia Frequency 14 51 35 100 Percent 14,0 51,0 35,0 100,0 Valid Percent 14,0 51,0 35,0 100,0 Cumulative Percent 14,0 65,0 100,0

Valid

17 - 27 Tahun 28 - 38 Tahun 39 - 50 Tahun Total

Hasil Uji Validitas Uji Validitas Variabel Understanding Customer Expectation (X1)
Correlations X1.1 X1.1 Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 . 100 ,529** ,000 100 ,577** ,000 100 ,844** ,000 100 X1.2 ,529** ,000 100 1 . 100 ,546** ,000 100 ,825** ,000 100 X1.3 TOTAL_X1 ,577** ,844** ,000 ,000 100 100 ,546** ,825** ,000 ,000 100 100 1 ,842** . ,000 100 100 ,842** 1 ,000 . 100 100

X1.2

X1.3

TOTAL_X1

**. Correlation is significant at the 0.01 level (2-tailed).

Uji Validitas Variabel Building Service Partnership (X2)


Correlations X2.1 X2.1 Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 . 100 ,583** ,000 100 ,697** ,000 100 ,691** ,000 100 X2.2 ,583** ,000 100 1 . 100 ,707** ,000 100 ,740** ,000 100 X2.3 TOTAL_X2 ,697** ,691** ,000 ,000 100 100 ,707** ,740** ,000 ,000 100 100 1 ,705** . ,000 100 100 ,705** 1 ,000 . 100 100

X2.2

X2.3

TOTAL_X2

**. Correlation is significant at the 0.01 level (2-tailed).

Uji Validitas Variabel Total Quality Management (X3)

Correlations X3.1 X3.1 Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 . 100 ,500** ,000 100 ,535** ,000 100 ,834** ,000 100 X3.2 ,500** ,000 100 1 . 100 ,551** ,000 100 ,806** ,000 100 X3.3 TOTAL_X3 ,535** ,834** ,000 ,000 100 100 ,551** ,806** ,000 ,000 100 100 1 ,816** . ,000 100 100 ,816** 1 ,000 . 100 100

X3.2

X3.3

TOTAL_X3

**. Correlation is significant at the 0.01 level (2-tailed).

Uji Validitas Variabel Empowering Employees (X4)


Correlations X4.1 X4.1 Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 . 100 ,708** ,000 100 ,647** ,000 100 ,878** ,000 100 X4.2 ,708** ,000 100 1 . 100 ,760** ,000 100 ,915** ,000 100 X4.3 TOTAL_X4 ,647** ,878** ,000 ,000 100 100 ,760** ,915** ,000 ,000 100 100 1 ,895** . ,000 100 100 ,895** 1 ,000 . 100 100

X4.2

X4.3

TOTAL_X4

**. Correlation is significant at the 0.01 level (2-tailed).

Uji Validitas Variabel Customer Satisfaction (Y1)

Correlations Y1.1 Y1.1 Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 . 100 ,390** ,000 100 ,453** ,000 100 ,601** ,000 100 ,617** ,000 100 ,500** ,000 100 ,773** ,000 100 Y1.2 ,390** ,000 100 1 . 100 ,756** ,000 100 ,539** ,000 100 ,467** ,000 100 ,316** ,001 100 ,750** ,000 100 Y1.3 ,453** ,000 100 ,756** ,000 100 1 . 100 ,474** ,000 100 ,499** ,000 100 ,508** ,000 100 ,798** ,000 100 Y1.4 ,601** ,000 100 ,539** ,000 100 ,474** ,000 100 1 . 100 ,552** ,000 100 ,434** ,000 100 ,777** ,000 100 Y1.5 ,617** ,000 100 ,467** ,000 100 ,499** ,000 100 ,552** ,000 100 1 . 100 ,525** ,000 100 ,797** ,000 100 Y1.6 TOTAL_Y1 ,500** ,773** ,000 ,000 100 100 ,316** ,750** ,001 ,000 100 100 ,508** ,798** ,000 ,000 100 100 ,434** ,777** ,000 ,000 100 100 ,525** ,797** ,000 ,000 100 100 1 ,717** . ,000 100 100 ,717** 1 ,000 . 100 100

Y1.2

Y1.3

Y1.4

Y1.5

Y1.6

TOTAL_Y1

**. Correlation is significant at the 0.01 level (2-tailed).

Uji Validitas Variabel Customer Loyalty (Y2)

Correlations Y2.1 Y2.1 Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 . 100 ,508** ,000 100 ,464** ,000 100 ,391** ,000 100 ,134 ,184 100 ,379** ,000 100 ,648** ,000 100 Y2.2 ,508** ,000 100 1 . 100 ,427** ,000 100 ,504** ,000 100 ,458** ,000 100 ,541** ,000 100 ,775** ,000 100 Y2.3 ,464** ,000 100 ,427** ,000 100 1 . 100 ,695** ,000 100 ,472** ,000 100 ,381** ,000 100 ,764** ,000 100 Y2.4 ,391** ,000 100 ,504** ,000 100 ,695** ,000 100 1 . 100 ,652** ,000 100 ,508** ,000 100 ,839** ,000 100 Y2.5 ,134 ,184 100 ,458** ,000 100 ,472** ,000 100 ,652** ,000 100 1 . 100 ,428** ,000 100 ,714** ,000 100 Y2.6 TOTAL_Y2 ,379** ,648** ,000 ,000 100 100 ,541** ,775** ,000 ,000 100 100 ,381** ,764** ,000 ,000 100 100 ,508** ,839** ,000 ,000 100 100 ,428** ,714** ,000 ,000 100 100 1 ,716** . ,000 100 100 ,716** 1 ,000 . 100 100

Y2.2

Y2.3

Y2.4

Y2.5

Y2.6

TOTAL_Y2

**. Correlation is significant at the 0.01 level (2-tailed).

Hasil Uji Reliabilitas Uji Reliabilitas Expectation (X1) Variabel Understanding Customer

* Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix X1.1 X1.1 X1.2 X1.3 1,0000 ,5293 ,5775 N of Cases = Reliability Coefficients Alpha = ,7861 X1.2 X1.3

1,0000 ,5463 100,0 3 items

1,0000

Standardized item alpha =

,7864

Uji Reliabilitas Variabel Building Service Partnership (X2)


* Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix X2.1 X2.1 X2.2 X2.3 1,0000 ,5835 ,6975 N of Cases = Reliability Coefficients Alpha = ,8457 X2.2 X2.3

1,0000 ,7071 100,0 3 items

1,0000

Standardized item alpha =

,8549

Uji Reliabilitas Variabel Total Quality Management (X3)


** Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix X3.1 X3.1 X3.2 X3.3 1,0000 ,4996 ,5347 X3.2 1,0000 ,5510 X3.3

1,0000

N of Cases = Reliability Coefficients Alpha = ,7671

100,0 3 items Standardized item alpha = ,7707

Uji Reliabilitas Variabel Empowering Employees (X4)


** Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix X4.1 X4.1 X4.2 X4.3 1,0000 ,7076 ,6470 N of Cases = Reliability Coefficients Alpha = ,8767 X4.2 X4.3

1,0000 ,7601 100,0 3 items

1,0000

Standardized item alpha =

,8775

Uji Reliabilitas Variabel Customer Satisfaction (Y1)


** Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix Y1.1 Y1.5 Y1.1 Y1.2 Y1.3 Y1.4 Y1.5 1,0000 Y1.6 ,5245 1,0000 ,3901 ,4534 ,6013 ,6170 ,5002 Y1.2 Y1.3 Y1.4

1,0000 ,7558 ,5392 ,4671 ,3165

1,0000 ,4738 ,4987 ,5082

1,0000 ,5517 ,4342

Y1.6 Y1.6 1,0000 N of Cases =

100,0 6 items Standardized item alpha = ,8614

Reliability Coefficients Alpha = ,8607

Uji Reliabilitas Variabel Customer Loyalty (Y2)


** Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix Y2.1 Y2.5 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5 1,0000 Y2.6 ,4280 1,0000 ,5078 ,4642 ,3908 ,1340 ,3791 Y2.2 Y2.3 Y2.4

1,0000 ,4265 ,5041 ,4582 ,5415

1,0000 ,6952 ,4716 ,3811

1,0000 ,6519 ,5077

Y2.6 Y2.6 1,0000 N of Cases = Reliability Coefficients Alpha = ,8347 100,0 6 items Standardized item alpha = ,8379

Hasil Analisis Regresi 1 Regression


b Variables Entered/Removed

Model 1

Variables Entered Empowering Employees (X4), Building Service Partnership (X2), Understanding Customer Expectation (X1), Total Quality Management a (X3)

Variables Removed

Method

Enter

a. All requested variables entered. b. Dependent Variable: Customer Satisfaction (Y1)


Model Summary Model 1 R R Square ,769a ,591 Adjusted R Square ,574 Std. Error of the Estimate 2,556

a. Predictors: (Constant), Empowering Employees (X4), Building Service Partnership (X2), Understanding Customer Expectation (X1), Total Quality Management (X3)

ANOVAb Model 1 Sum of Squares 896,265 620,695 1516,960 df 4 95 99 Mean Square 224,066 6,534 F 34,294 Sig. ,000a

Regression Residual Total

a. Predictors: (Constant), Empowering Employees (X4), Building Service Partnership (X2), Understanding Customer Expectation (X1), Total Quality Management (X3) b. Dependent Variable: Customer Satisfaction (Y1)
Coefficientsa Unstandardized Coefficients B Std. Error 4,008 1,354 ,459 ,163 ,262 ,111 ,397 ,188 ,499 ,172 Standardized Coefficients Beta ,256 ,185 ,220 ,282

Model 1

(Constant) Understanding Customer Expectation (X1) Building Service Partnership (X2) Total Quality Management (X3) Empowering Employees (X4)

t 2,959 2,818 2,367 2,114 2,896

Sig. ,004 ,006 ,020 ,037 ,005

a. Dependent Variable: Customer Satisfaction (Y1)

Hasil Analisis Regresi 2 Regression


b Variables Entered/Removed

Model 1

Variables Entered Empowering Employees (X4), Building Service Partnership (X2), Understanding Customer Expectation (X1), a Total Quality Management (X3)

Variables Removed

Method

Enter

a. All requested variables entered. b. Dependent Variable: Customer Loyalty (Y2)


Model Summary Model 1 R R Square ,803a ,645 Adjusted R Square ,630 Std. Error of the Estimate 2,417

a. Predictors: (Constant), Empowering Employees (X4), Building Service Partnership (X2), Understanding Customer Expectation (X1), Total Quality Management (X3)
ANOVAb Model 1 Sum of Squares 1007,726 555,184 1562,910 df 4 95 99 Mean Square 251,932 5,844 F 43,109 Sig. ,000a

Regression Residual Total

a. Predictors: (Constant), Empowering Employees (X4), Building Service Partnership (X2), Understanding Customer Expectation (X1), Total Quality Management (X3) b. Dependent Variable: Customer Loyalty (Y2)
Coefficientsa Unstandardized Coefficients B Std. Error 2,617 1,281 ,469 ,154 ,215 ,105 ,538 ,177 ,485 ,163 Standardized Coefficients Beta ,257 ,150 ,294 ,270

Model 1

(Constant) Understanding Customer Expectation (X1) Building Service Partnership (X2) Total Quality Management (X3) Empowering Employees (X4)

t 2,043 3,045 2,054 3,031 2,980

Sig. ,044 ,003 ,043 ,003 ,004

a. Dependent Variable: Customer Loyalty (Y2)

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