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A. Profile of Respondent
Filling Instruction: Put a check list √ or a cross X on your answer
choice
Name : ......................................................................... 1. How often do you shop at Carrefour Lebak Bulus in the last 3 months?
2 times. Please proceed to the next question 2 times. Stop, thanks for your participation
2. Do you use a Credit Card Bank Mega? Yes
No 3. Gender
: Male
Female 4. Age
: 18 years
25 - 30 years 18 - 25 years
30 years 5. Level of Education :
Elementary Junior High
Senior High Academy D1D2D3
S1 S2
S3
123 6. Income per Month : Rp 1.000.000 - Rp 3.000.000
Rp 3.000.001 - Rp 5.000.000 Rp 5.000.001 - Rp 10.000.000
Rp 10.000.000
B. Questionnaire Instruction
Choose one of the five alternative answers appropriate answers to provide a
check list √ or a cross X in one column answers provided
. ANSWER
RATING
Strongly Disagree 5
Disagree 4
Neutral 3
Agree 2
Strongly Agree 1
124
SERVICE QUALITY X
1
No. QUESTION STATEMENT
RATING SD
D N
A SA
Tangible
1. Carrefour physical appearance is
good Building 2. The
equipment provided
in Carrefour is complete enough such
as shopping bags, trolley 3. Employees in Carrefour dressed
well 4. Carrefour employees are able to
communicate information well
Reliability
5. Carrefour to provide services according to the promised
Responsiveness
6. Carrefour employees willing to help customers well
7.
Carrefour employees
assist customers well
Assurance
8. Carrefour service is trustworthy
9. Employees in Carrefour serve with
honest 10. Shopping in Carrefour is safe from
pickpocketing 11. Carrefour employees serve with
competent 12. Carrefour employees are polite
125
No. QUESTION STATEMENT
RATING SD
D N
A SA
Empathy
13. Carrefour Lebak Bulus easy to access
14. Carrefour employees are able to communicate well
15. Carrefour is able to understand
consumers needs
SALES PROMOTION X
2
No. QUESTION STATEMENT
RATING SD
D N
A SA
Samples
16.
Product samples were distributed in Carrefour attract consumers
Coupons
17. Coupon or stamp that consumers collect for getting discount is
attracted enough to consumer
Price Packs
18. The discounts that Carrefour gave is attracted the consumer
Premiums
19. Gift or buy one get one program Carrefour is interesting
Point of Purchase – POP Promotion
20. Product discounts on display in Carrefour is interesting
126
No. QUESTION STATEMENT
RATING SD
D N
A SA
Event Sponsorships
21a. Midnight sale program and promo end-month is interesting
21b. Carrefour CSR programs that give discount to SMEs product is
interesting
Loyalty Program Reward
22. Discount 10 with credit card mega bank profitable
CUSTOMER SATISFACTION X
3
No. QUESTION STATEMENT
RATING SD
D N
A SA
Experiences
23. I feel satisfied with the products that Carrefour offered
24. I feel satisfied with the benefits provided
in Carrefour
while shopping
25. I feel satisfied that Carrefour products are suitable with the price
Expectation
26. Product that I bought meet my expectation
27. The product quality that Carrefour offers is in appropriate as i expected
127
No. QUESTION STATEMENT
RATING SD
D N
A SA
Service Performance
28. The product quality that Carrefour offers is in appropriate as i expected
CUSTOMER LOYALTY Y
No. QUESTION STATEMENT
RATING SD
D N
A SA
29. I feel satisfied with the services that Carrefour provide
30. I am willing to shop more products in Carrefour
31. I am willing to tell positive things about Carrefour to friends or collage
32. I am willing to recommend to others to shop at Carrefour
128
LAMPIRAN I KUESIONER PENELITIAN
Responden Yth, Bersama ini, saya:
Nama : Dita Nahlati NIM : 1112081100004
Merupakan Mahasiswi S1 Manajemen Pemasaran Internasional, Fakultas Ekonomi dan Bisnis Universitas Islam Negeri Syarif Hidayatullah Jakarta yang
sedang melakukan penelitian untuk penulisan tugas akhir Skripsi yang berjudul
―Pengaruh Kualitas Jasa, Promosi Penjualan, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan Studi Kasus pada Carrefour Lebak Bulus
‖. Oleh karena itu, saya mohon kesesedian Saudarai untuk menjadi responden
dengan mengisi lembar kuesioner ini. Semua informasi dari kuesioner ini terjamin kerahasiaannya. Mengingat data yang saya kumpulkan ini sangat besar arti dan
pengaruhnya terhadap hasil penelitian ini, maka saya mohon kepada responden untuk mengisi kuesioner ini secara jujur dan benar. Tidak lupa saya ucapkan
terima kasih atas kesediaan dan bantuan para responden penelitian untuk mengisi kuesioner ini.
Hormat Saya,
Dita Nahlati
129
A. Profil Responden
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