Analisis Kepuasan Nasabah Terhadap Kualitas Pelayanan Pada Salah Satu Bank di Medan Dengan Menggunakan Metode Fuzzy-Servqual
70
Lampiran 1. Kuesioner Penelitian
KUESIONER PENELITIAN
ANALISIS KEPUASAN NASABAH TERHADAP KUALITAS PELAYANAN PADA SALAH SATU BANK DI MEDAN
DENGAN MENGGUNAKAN METODE
FUZZY-SERVQUAL
I. IDENTITAS RESPONDEN
Jenis Kelamin : Laki-laki Wanita
Usia : tahun
Pekerjaan :
II. PETUNJUK PENGISIAN
1. Mohon memberi tanda silang (X) pada jawaban yang paling sesuai.
2. Setelah mengisi kuesioner ini, mohon diberikan kembali kepada yang
menyerahkan kuesioner ini pertama kali.
3. Perhatikan tabel ini terlebih dahulu, sebagai panduan untuk mengukur tingkat
persepsi dan harapan layanan.
Persepsi Harapan Skor
Sangat Tidak Puas Sangat Tidak Penting 1
Kurang Puas Kurang Penting 2
Cukup Puas Cukup Penting 3
Puas Penting 4
Sangat Puas Sangat Penting 5
NO Daftar Pertanyaan Persepsi Harapan
Tangible (Bukti Fisik)
1. Penampilan gedung dan interior bangunan. 1 2 3 4 5 1 2 3 4 5 2. Peralatan teknologi yang memadai. 1 2 3 4 5 1 2 3 4 5 3. Ruang pelayanan tenang dan nyaman. 1 2 3 4 5 1 2 3 4 5
4. Penampilan karyawan. 1 2 3 4 5 1 2 3 4 5
(2)
5. Bentuk fasilitas yang disediakan. 1 2 3 4 5 1 2 3 4 5 6. Tersedianya tempat parkir yang aman. 1 2 3 4 5 1 2 3 4 5
Reliability (Kehandalan)
7. Penyelesaian keluhan nasabah. 1 2 3 4 5 1 2 3 4 5 8. Kecepatan dan ketepatan transaksi. 1 2 3 4 5 1 2 3 4 5 9. Pelayanan jasa dari awal hingga akhir. 1 2 3 4 5 1 2 3 4 5 10. Selalu memberikan pelayanan yang terbaik. 1 2 3 4 5 1 2 3 4 5 11. Jenis produk dan jasa Bank, memenuhi harapan
nasabah.
1 2 3 4 5 1 2 3 4 5
Responsiveness (Daya Tanggap)
12. Kejelasan penyampaian informasi. 1 2 3 4 5 1 2 3 4 5 13. Kecepatan dalam penanganan keluhan nasabah. 1 2 3 4 5 1 2 3 4 5 14. Membantu menyelesaikan kesulitan nasabah. 1 2 3 4 5 1 2 3 4 5 15. Kecepatan pelayanan. 1 2 3 4 5 1 2 3 4 5
Assurance (Jaminan)
16. Keamanan selama bertranksaksi. 1 2 3 4 5 1 2 3 4 5 17. Keramahan dan kesabaran dalam memberikan
pelayanan.
1 2 3 4 5 1 2 3 4 5
18. Memberikan kepercayaan kepada nasabah. 1 2 3 4 5 1 2 3 4 5 19. Karyawan melayanai dengan sopan dan
bersahabat.
1 2 3 4 5 1 2 3 4 5
Empathy ( Kepedulian)
20. Kemampuan karyawan berkomunikasi dengan nasabah.
1 2 3 4 5 1 2 3 4 5
21. Mengutamakan kepuasan nasabah. 1 2 3 4 5 1 2 3 4 5 22. Pelayanan jasa yang diberikan. 1 2 3 4 5 1 2 3 4 5 23. Nasabah selalu merasa kepentingnya
diutamamakan.
(3)
72
Lampiran 2. Hasil Persepsi Nasabah Terhadap Layanan
n P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 TOTAL 1 4 4 5 4 4 5 5 5 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 97 2 4 5 5 5 4 3 5 5 5 5 5 4 4 4 4 4 4 5 4 4 4 4 4 100 3 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 4 3 3 3 5 3 4 4 5 4 5 5 4 4 5 4 3 5 5 5 4 5 4 5 97 5 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 108 6 2 2 3 3 4 2 3 4 3 3 3 4 3 3 3 2 3 3 4 4 4 3 3 71 7 4 4 3 5 4 4 4 5 5 5 4 5 5 5 5 4 4 4 5 5 5 5 5 104 8 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 9 3 4 4 3 4 3 4 3 3 4 4 4 3 3 3 4 4 4 4 4 3 4 3 82 10 4 3 4 4 4 3 4 4 4 4 4 4 4 4 3 5 4 4 4 4 4 4 3 89 11 4 4 3 3 4 3 3 3 4 4 3 3 3 4 3 4 4 4 4 4 4 3 3 81 12 5 4 3 5 3 4 3 3 4 4 4 3 3 3 3 5 4 4 4 4 4 4 3 86 13 3 3 4 3 3 3 4 3 3 4 3 4 4 4 3 4 3 4 3 4 3 4 4 80 14 3 3 2 4 3 3 3 3 3 3 3 3 4 5 4 3 3 3 3 3 2 2 3 71 15 4 4 3 4 4 3 5 3 4 4 3 3 3 3 2 4 3 3 3 4 4 4 4 81 16 2 3 3 4 3 4 3 2 3 3 3 4 2 3 2 3 4 3 4 4 3 3 3 71 17 4 5 4 3 4 4 3 5 4 5 3 4 3 3 3 3 3 4 1 3 4 4 4 83 18 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 4 4 96 19 4 4 5 4 4 4 4 4 4 3 4 4 4 4 4 4 3 4 4 4 4 4 3 90 20 4 4 3 3 3 3 3 4 4 4 3 4 3 4 4 3 3 4 3 4 3 3 3 79 21 3 4 4 4 3 5 4 4 3 4 4 4 4 4 3 4 5 3 5 4 4 4 4 90 22 3 4 5 4 4 4 4 4 4 4 3 4 4 3 4 4 4 4 4 4 4 4 3 89 23 5 4 5 5 4 5 4 5 5 5 5 4 5 5 4 5 5 5 5 5 5 5 5 110 24 3 4 4 3 4 4 3 4 4 4 3 4 3 3 4 4 3 3 3 3 3 3 3 79 25 4 3 4 2 2 2 3 4 3 3 2 3 2 4 2 4 2 3 3 2 2 3 3 65 26 3 3 3 4 3 2 3 3 4 3 4 3 3 3 3 2 4 3 4 4 3 3 3 73 27 3 4 4 3 5 2 3 1 2 3 4 2 3 2 3 5 4 4 4 3 3 3 3 73 28 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 4 4 3 4 4 4 4 4 77 29 2 2 2 3 3 5 4 3 3 3 5 4 3 3 3 4 4 4 4 3 3 4 4 78 30 4 4 4 4 4 4 3 4 4 3 4 4 4 3 3 4 4 4 4 3 3 4 4 86 31 4 3 4 4 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 71 32 3 4 3 5 4 5 4 4 4 4 3 4 4 4 3 4 4 5 3 4 4 4 3 89 33 4 5 5 4 4 4 4 4 4 4 5 5 4 4 5 4 4 3 4 5 5 4 4 98 34 3 3 2 3 3 4 4 2 4 5 3 2 2 2 2 5 5 5 5 3 4 4 4 79 35 3 2 2 3 4 5 2 2 3 3 4 2 3 2 4 4 3 4 2 1 4 3 2 67 36 4 4 3 5 4 4 2 5 5 3 4 5 3 3 3 5 4 4 4 4 4 4 4 90 37 4 3 4 4 3 3 3 3 4 3 4 4 3 3 3 4 3 3 3 3 4 3 3 77 38 3 3 4 4 3 3 3 3 3 4 3 3 3 4 4 3 3 4 4 4 4 4 3 79 39 3 4 4 3 3 3 3 3 5 3 4 4 3 3 4 2 3 4 5 3 4 3 4 80 40 3 3 4 3 2 3 4 3 3 4 3 4 3 3 4 4 4 4 4 3 4 4 4 80 41 3 2 3 3 2 4 3 3 3 4 4 4 3 4 4 4 5 4 5 4 4 4 4 83 42 4 3 5 4 3 3 4 3 4 4 3 4 3 4 3 4 5 4 5 4 4 4 3 87 43 3 3 2 4 5 3 5 3 4 4 3 4 4 4 3 4 4 4 5 4 4 4 5 88 44 3 3 3 3 3 3 3 2 3 2 3 3 3 3 3 3 3 4 3 3 3 3 4 69 45 4 3 3 3 4 3 3 4 4 3 4 3 3 3 3 3 3 3 3 3 3 3 3 74 46 3 4 3 3 2 4 2 3 3 3 3 3 4 4 3 4 3 3 4 3 4 3 3 74 47 3 3 4 4 3 3 3 3 4 3 3 3 3 3 4 4 4 4 4 4 3 4 3 79 48 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 3 90 49 4 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5 5 111 50 3 4 4 5 4 4 4 4 5 4 4 5 4 4 4 5 4 5 5 4 5 4 5 99 51 4 3 5 4 4 4 2 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 90 52 3 3 4 4 3 4 3 3 4 3 4 4 3 4 3 4 5 2 4 5 3 2 3 80
(4)
53 3 3 3 3 3 3 3 3 3 4 3 4 4 4 3 4 4 3 4 3 3 4 3 77 54 4 3 5 3 2 4 4 4 4 4 5 4 4 4 4 5 4 4 5 5 4 4 2 91 55 3 3 3 1 2 5 3 2 2 3 2 4 4 4 4 4 4 4 4 4 4 4 2 75 56 3 4 3 4 3 3 3 4 3 4 3 4 3 3 3 4 4 4 4 4 4 4 3 81 57 3 3 4 2 3 2 2 1 2 2 2 2 1 2 2 2 2 2 2 3 2 2 1 49 58 4 5 5 4 5 5 4 5 5 5 5 5 5 5 5 4 4 4 4 5 5 5 4 107 59 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 93 60 2 2 2 3 3 4 4 2 3 3 3 4 3 2 2 4 3 3 3 4 4 3 4 70 61 4 5 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 4 4 5 4 4 97 62 2 3 4 4 4 4 4 4 3 3 3 3 3 3 3 4 4 4 5 3 3 3 4 80 63 4 4 4 4 4 4 2 3 3 3 3 3 2 3 2 3 3 3 3 3 3 3 3 72 64 4 4 3 4 4 5 3 5 4 4 4 5 5 4 4 5 3 5 4 4 5 4 5 97 65 3 2 4 4 3 3 3 2 4 2 4 4 1 2 1 5 5 4 5 4 4 4 3 76 66 4 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 2 2 3 3 2 3 3 68 67 2 2 3 4 4 4 4 4 4 4 3 4 3 4 4 4 4 3 4 4 4 4 4 84 68 5 5 5 5 5 5 5 4 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4 100 69 4 4 4 3 4 3 3 4 4 4 3 4 4 4 4 4 4 4 4 3 4 4 4 87 70 4 4 5 4 4 3 4 4 4 5 4 5 4 3 4 5 5 5 4 5 4 5 5 99 71 4 4 4 5 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 90 72 5 5 3 3 3 4 3 5 4 4 3 5 4 5 5 4 5 4 4 4 3 4 3 92 73 5 1 5 2 5 3 1 2 1 1 1 1 5 1 1 5 5 1 1 5 2 1 3 58 74 4 4 3 4 4 4 3 3 4 3 3 3 3 3 3 2 3 3 3 3 3 1 3 72 75 3 3 4 3 4 3 3 4 3 3 3 3 4 4 3 3 4 3 4 3 4 3 3 77 76 3 3 2 4 4 1 3 3 4 2 3 4 2 2 3 3 3 2 3 3 2 3 3 65 77 3 4 3 4 3 1 3 3 3 4 2 4 4 5 4 4 3 4 4 4 5 3 4 81 78 3 3 3 5 3 4 4 3 4 3 5 2 3 4 3 4 4 4 3 4 3 4 4 82 79 3 4 5 4 3 4 4 5 4 4 3 4 3 4 5 5 3 4 4 3 4 4 4 90 80 4 3 5 4 4 4 3 4 4 4 5 4 4 4 4 5 4 4 4 4 4 4 4 93 81 4 3 3 3 4 3 3 3 3 3 3 4 3 3 3 4 3 3 3 4 3 3 3 74 82 4 5 4 3 4 5 5 5 4 4 4 4 3 4 5 4 4 4 4 4 4 3 3 93 83 5 2 3 3 2 2 3 2 3 3 3 3 4 4 2 3 3 4 4 4 2 3 3 70 84 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 5 4 4 4 94 85 4 3 3 3 3 3 3 3 3 3 4 4 3 3 4 4 4 4 4 4 4 4 3 80 86 4 4 4 4 3 3 1 3 3 3 4 2 1 2 3 4 4 4 4 4 3 3 4 74 87 4 5 5 4 4 3 3 4 4 3 3 3 4 4 4 4 4 4 4 3 3 3 4 86 88 4 4 4 4 3 4 3 2 3 3 4 4 4 4 2 4 4 3 3 3 4 3 3 79 89 3 3 2 2 2 2 3 4 4 4 5 5 4 4 4 4 5 4 4 4 5 5 5 87 90 5 5 4 5 4 3 4 2 4 4 5 5 2 5 2 5 3 5 4 5 5 5 3 94 91 4 4 4 4 4 4 3 3 4 3 4 3 3 3 4 4 4 3 3 4 4 3 3 82 92 3 3 4 3 2 3 4 4 4 3 4 3 3 4 4 3 3 3 2 3 3 3 3 74 93 4 4 3 4 4 4 4 3 3 4 4 3 4 3 4 5 4 3 4 4 3 4 3 85 94 4 4 3 5 5 4 3 3 4 2 4 3 4 3 4 4 3 3 4 4 4 4 3 84 95 5 4 4 3 3 3 3 3 5 3 3 4 4 3 3 3 4 3 4 3 4 4 3 81 96 5 4 5 5 5 4 4 4 2 4 4 4 4 3 3 3 3 3 4 3 4 4 3 87 97 3 3 4 2 4 2 3 2 3 4 3 4 4 4 4 5 4 4 3 4 5 4 4 82 98 3 3 5 5 3 4 3 4 3 3 3 3 4 4 3 4 4 4 4 4 4 3 3 83 99 5 3 4 3 4 4 3 4 3 5 4 4 5 4 4 3 3 4 3 4 4 4 5 89 100 3 5 3 4 5 3 3 5 4 4 3 3 4 3 3 3 4 4 4 3 5 4 4 86 TOTAL 363 358 373 374 359 354 342 352 370 363 363 375 351 359 346 393 381 374 384 380 379 367 357 8417
(5)
74
Lampiran 3. Hasil Harapan Nasabah Terhadap Layanan
n P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 TOTAL 1 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 2 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 3 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 114 4 4 4 5 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 110 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 6 4 4 5 5 5 5 5 5 5 5 5 4 5 5 4 4 4 5 5 5 5 4 5 108 7 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 8 5 5 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 113 9 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114 10 4 4 5 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 111 11 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114 12 5 5 4 4 3 5 5 5 4 5 4 5 5 5 5 4 5 5 5 4 5 5 4 106 13 5 5 5 4 5 5 5 5 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5 112 14 3 4 4 4 4 5 4 5 5 4 5 5 5 5 5 4 4 3 3 5 3 3 3 95 15 4 5 5 4 5 5 5 5 5 5 5 4 5 5 5 5 4 4 5 5 5 5 5 110 16 5 5 5 4 4 4 5 5 5 4 5 5 5 5 5 4 4 4 5 5 4 5 5 107 17 4 5 5 4 5 5 5 5 5 5 4 5 5 5 4 4 5 5 4 4 5 5 5 108 18 4 4 4 5 5 5 5 4 4 4 4 5 5 5 5 5 5 4 5 5 5 5 5 107 19 5 5 5 4 5 5 5 5 4 5 5 5 5 5 5 5 4 5 4 4 5 5 5 110 20 4 5 5 3 4 4 5 5 3 5 4 3 5 4 3 5 4 5 4 5 5 4 5 99 21 4 5 5 3 5 5 5 5 5 4 4 4 5 4 5 4 5 5 5 5 5 5 4 106 22 5 4 5 5 4 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 112 23 5 4 5 5 4 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 112 24 4 4 4 4 4 4 5 5 4 5 5 4 5 5 4 5 5 5 5 5 5 5 5 106 25 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114 26 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 27 4 5 4 4 5 3 4 4 4 5 5 4 5 4 4 5 5 4 3 4 4 5 4 98 28 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114 29 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 30 3 4 4 4 3 5 4 5 5 5 5 4 4 4 4 5 4 4 5 4 4 4 4 97 31 4 5 4 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 94 32 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 33 4 4 5 5 4 5 4 4 4 3 4 4 5 4 4 5 5 4 5 4 4 5 5 100 34 5 5 5 4 5 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 111 35 4 5 5 3 5 5 5 5 4 4 5 5 4 4 5 5 4 5 4 4 5 4 5 104 36 5 5 5 3 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 113 37 4 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5 4 4 4 4 5 4 4 106 38 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 39 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 40 3 4 4 3 3 3 3 3 5 3 4 4 3 3 4 5 3 4 5 3 4 3 4 83 41 5 5 4 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5 4 4 5 5 110 42 5 5 3 3 4 5 5 4 5 4 5 5 4 5 4 5 5 4 4 5 5 5 5 104 43 3 4 4 4 4 5 4 4 5 5 4 4 4 4 5 5 5 4 5 4 4 4 3 97 44 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 114 45 4 4 3 3 4 4 4 4 4 4 4 3 3 4 5 5 4 4 4 3 4 4 5 90 46 3 3 3 5 3 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 90 47 4 5 4 3 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 110 48 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 112 49 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 50 4 4 4 5 4 5 4 4 5 4 4 5 4 4 4 5 5 5 5 4 5 4 5 102 51 3 4 5 5 4 3 4 4 5 3 4 5 5 4 5 5 4 5 5 5 5 5 5 102 52 5 5 5 4 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 112
(6)
53 3 3 3 3 3 3 3 3 3 3 5 3 4 4 4 4 4 4 3 3 4 4 4 80 54 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 55 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 56 3 3 4 5 3 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5 106 57 3 4 5 5 5 5 4 4 4 5 5 4 5 5 4 4 5 5 5 5 5 4 5 105 58 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 113 59 5 5 5 4 5 5 4 5 4 3 3 5 3 5 5 5 5 5 5 5 3 5 4 103 60 4 4 3 4 4 4 4 4 3 4 4 4 4 3 4 4 4 4 4 4 5 4 4 90 61 4 5 5 5 4 4 4 5 4 4 4 5 4 4 4 5 4 4 5 5 4 5 5 102 62 5 4 5 4 4 5 5 4 4 5 4 4 4 4 5 3 5 4 5 5 4 5 4 101 63 4 3 4 4 5 5 3 5 5 3 5 3 4 4 5 4 5 5 4 5 5 4 5 99 64 3 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 4 3 106 65 5 4 5 4 4 5 5 5 4 5 4 5 5 5 5 5 4 4 3 4 4 4 5 103 66 5 5 4 4 4 3 4 5 4 5 4 5 5 5 4 4 5 4 5 4 5 5 4 102 67 4 4 4 5 5 4 4 4 4 5 4 5 5 5 5 4 5 5 5 4 5 5 4 104 68 5 5 5 5 5 4 5 4 3 5 5 4 5 5 5 5 5 5 5 5 4 5 5 109 69 4 5 4 3 4 5 5 5 4 5 4 5 5 5 5 5 5 4 4 4 5 5 5 105 70 5 5 5 5 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 93 71 4 4 5 4 4 5 5 5 4 5 5 5 5 4 5 5 5 5 5 5 5 5 5 109 72 4 5 5 4 4 5 5 5 4 5 4 4 5 5 5 4 5 5 5 5 5 5 4 107 73 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 74 3 3 4 4 4 4 4 3 3 3 3 4 4 4 4 4 4 5 5 5 5 5 5 92 75 4 3 3 4 4 5 4 3 4 4 4 5 4 5 5 4 4 4 5 5 4 5 4 96 76 5 4 4 5 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 111 77 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 78 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 92 79 5 5 4 5 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 4 5 110 80 3 4 4 4 5 5 5 5 4 4 5 4 4 5 5 5 5 5 4 5 4 4 5 103 81 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 82 5 5 5 3 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 112 83 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 115 84 4 4 5 4 4 4 4 4 4 4 4 5 5 5 5 4 5 4 5 5 5 5 5 103 85 4 4 3 3 5 5 5 5 4 5 4 5 5 5 5 5 5 4 4 5 4 4 3 101 86 5 4 4 4 5 5 5 5 5 4 4 5 5 5 5 5 5 4 5 5 5 5 5 109 87 4 5 5 5 5 4 5 5 5 4 4 5 5 5 5 5 5 5 5 4 4 5 4 108 88 4 4 5 3 3 5 4 3 3 3 5 3 3 4 5 4 4 5 4 4 4 4 4 90 89 4 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 112 90 4 4 5 4 5 5 5 5 5 5 4 4 5 4 5 4 4 5 5 3 5 3 5 103 91 5 5 5 5 5 5 4 4 5 4 5 4 4 4 5 5 5 4 4 5 5 4 4 105 92 5 4 4 4 5 4 4 5 5 4 5 4 4 5 4 4 4 4 4 4 4 4 4 98 93 4 5 4 4 4 5 4 5 5 5 4 3 5 4 4 4 4 5 4 5 5 4 3 99 94 4 5 5 5 5 4 4 4 5 4 4 4 5 5 4 5 4 5 5 4 5 5 4 104 95 4 5 5 5 4 3 4 3 5 4 3 4 3 4 4 4 4 4 4 5 5 4 5 95 96 5 4 5 5 5 4 4 4 5 5 5 5 5 4 3 4 4 5 4 4 4 5 4 102 97 4 5 5 3 4 4 3 4 5 5 5 5 4 4 4 4 4 4 4 4 5 5 4 98 98 5 5 4 5 3 3 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 109 99 3 3 5 5 4 4 4 4 5 5 4 4 4 5 4 5 4 5 4 5 5 4 5 100 100 5 5 4 4 4 3 3 4 4 4 4 4 3 4 3 3 3 3 3 3 4 4 5 86 TOTAL 435 454 455 434 448 458 458 462 459 460 460 458 466 467 465 469 464 464 465 463 471 466 465 10566
(7)
Lampiran 4. Uji Validitas Persepsi Nasabah
Correlations
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 Total
P1
Pearson
Correlation 1 .451
** .420** .244* .316** .170 .071 .265** .276** .242* .254* .168 .367** .241* .161 .220* .085 .139 -.014 .288** .129 .211* .098 .405**
Sig.
(2-tailed) .000 .000 .014 .001 .091 .482 .008 .005 .015 .011 .095 .000 .016 .111 .028 .399 .168 .888 .004 .202 .035 .330 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P2
Pearson Correlation .451
** 1 .377** .435** .431** .293** .365** .510** .511** .494** .332** .390** .287** .398** .454** .180 .125 .393** .216* .215* .415** .376** .263** .626**
Sig.
(2-tailed) .000 .000 .000 .000 .003 .000 .000 .000 .000 .001 .000 .004 .000 .000 .073 .215 .000 .031 .032 .000 .000 .008 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P3
Pearson Correlation .420
** .377** 1 .265** .296** .209* .228* .350** .202* .239* .235* .184 .298** .229* .264** .264** .211* .162 .148 .318** .213* .206* .106 .453**
Sig.
(2-tailed) .000 .000 .008 .003 .037 .023 .000 .044 .017 .018 .067 .003 .022 .008 .008 .035 .108 .143 .001 .033 .040 .294 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P4
Pearson Correlation .244
* .435** .265** 1 .428** .325** .386** .402** .512** .324** .490** .265** .233* .326** .213* .228* .236* .353** .396** .363** .380** .353** .367** .595**
Sig.
(2-tailed) .014 .000 .008 .000 .001 .000 .000 .000 .001 .000 .008 .020 .001 .034 .023 .018 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P5
Pearson Correlation .316
** .431** .296** .428** 1 .252* .264** .312** .251* .229* .210* .134 .373** .018 .197* .211* .138 .119 .037 .234* .281** .185 .290** .434**
Sig.
(2-tailed) .001 .000 .003 .000 .011 .008 .002 .012 .022 .036 .185 .000 .861 .049 .035 .172 .238 .714 .019 .005 .066 .003 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P6
Pearson
Correlation .170 .293
** .209* .325** .252* 1 .346** .410** .288** .344** .406** .279** .366** .267** .345** .326** .318** .318** .225* .224* .359** .313** .228* .536**
Sig.
(2-tailed) .091 .003 .037 .001 .011 .000 .000 .004 .000 .000 .005 .000 .007 .000 .001 .001 .001 .024 .025 .000 .002 .022 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P7
Pearson
Correlation .071 .365
** .228* .386** .264** .346** 1 .418** .465** .585** .427** .458** .334** .457** .374** .267** .264** .429** .429** .357** .403** .536** .405** .645**
Sig.
(2-tailed) .482 .000 .023 .000 .008 .000 .000 .000 .000 .000 .000 .001 .000 .000 .007 .008 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
(8)
P8
Pearson Correlation .265
**
.510** .350** .402** .312** .410** .418** 1 .612** .600** .391** .528** .515** .543** .610** .154 .247* .394** .304** .285** .439** .465** .511** .725** Sig.
(2-tailed) .008 .000 .000 .000 .002 .000 .000 .000 .000 .000 .000 .000 .000 .000 .127 .013 .000 .002 .004 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P9
Pearson Correlation .276
** .511** .202* .512** .251* .288** .465** .612** 1 .490** .545** .509** .271** .439** .479** .196 .263** .452** .408** .314** .466** .497** .471** .691**
Sig.
(2-tailed) .005 .000 .044 .000 .012 .004 .000 .000 .000 .000 .000 .006 .000 .000 .051 .008 .000 .000 .001 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P10
Pearson Correlation .242
* .494** .239* .324** .229* .344** .585** .600** .490** 1 .442** .541** .470** .603** .551** .325** .365** .649** .423** .397** .625** .699** .580** .780**
Sig.
(2-tailed) .015 .000 .017 .001 .022 .000 .000 .000 .000 .000 .000 .000 .000 .000 .001 .000 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P11
Pearson Correlation .254
*
.332** .235* .490** .210* .406** .427** .391** .545** .442** 1 .429** .280** .376** .431** .320** .376** .465** .432** .391** .481** .563** .418** .673** Sig.
(2-tailed) .011 .001 .018 .000 .036 .000 .000 .000 .000 .000 .000 .005 .000 .000 .001 .000 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P12
Pearson
Correlation .168 .390
**
.184 .265** .134 .279** .458** .528** .509** .541** .429** 1 .392** .552** .482** .256* .267** .421** .432** .466** .566** .628** .468** .683** Sig.
(2-tailed) .095 .000 .067 .008 .185 .005 .000 .000 .000 .000 .000 .000 .000 .000 .010 .007 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P13
Pearson Correlation .367
** .287** .298** .233* .373** .366** .334** .515** .271** .470** .280** .392** 1 .578** .534** .291** .337** .289** .241* .412** .463** .400** .481** .645**
Sig.
(2-tailed) .000 .004 .003 .020 .000 .000 .001 .000 .006 .000 .005 .000 .000 .000 .003 .001 .004 .016 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P14
Pearson Correlation .241
* .398** .229* .326** .018 .267** .457** .543** .439** .603** .376** .552** .578** 1 .584** .186 .228* .455** .413** .419** .474** .469** .398** .676**
Sig.
(2-tailed) .016 .000 .022 .001 .861 .007 .000 .000 .000 .000 .000 .000 .000 .000 .064 .023 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P15
Pearson
Correlation .161 .454
**
.264** .213* .197* .345** .374** .610** .479** .551** .431** .482** .534** .584** 1 .194 .226* .414** .338** .298** .471** .459** .401** .667** Sig.
(2-tailed) .111 .000 .008 .034 .049 .000 .000 .000 .000 .000 .000 .000 .000 .000 .053 .024 .000 .001 .003 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 P16 Pearson .220* .180 .264** .228* .211* .326** .267** .154 .196 .325** .320** .256* .291** .186 .194 1 .512** .437** .327** .413** .402** .492** .325** .515**
(9)
75
Sig.
(2-tailed) .028 .073 .008 .023 .035 .001 .007 .127 .051 .001 .001 .010 .003 .064 .053 .000 .000 .001 .000 .000 .000 .001 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P17
Pearson
Correlation .085 .125 .211
* .236* .138 .318** .264** .247* .263** .365** .376** .267** .337** .228* .226* .512** 1 .385** .556** .516** .412** .429** .405** .540**
Sig.
(2-tailed) .399 .215 .035 .018 .172 .001 .008 .013 .008 .000 .000 .007 .001 .023 .024 .000 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P18
Pearson
Correlation .139 .393
**
.162 .353** .119 .318** .429** .394** .452** .649** .465** .421** .289** .455** .414** .437** .385** 1 .520** .279** .598** .661** .523** .681** Sig.
(2-tailed) .168 .000 .108 .000 .238 .001 .000 .000 .000 .000 .000 .000 .004 .000 .000 .000 .000 .000 .005 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P19
Pearson
Correlation -.014 .216
*
.148 .396** .037 .225* .429** .304** .408** .423** .432** .432** .241* .413** .338** .327** .556** .520** 1 .411** .502** .545** .418** .601** Sig.
(2-tailed) .888 .031 .143 .000 .714 .024 .000 .002 .000 .000 .000 .000 .016 .000 .001 .001 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P20
Pearson Correlation .288
** .215* .318** .363** .234* .224* .357** .285** .314** .397** .391** .466** .412** .419** .298** .413** .516** .279** .411** 1 .447** .446** .368** .609**
Sig.
(2-tailed) .004 .032 .001 .000 .019 .025 .000 .004 .001 .000 .000 .000 .000 .000 .003 .000 .000 .005 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P21
Pearson
Correlation .129 .415
** .213* .380** .281** .359** .403** .439** .466** .625** .481** .566** .463** .474** .471** .402** .412** .598** .502** .447** 1 .665** .542** .744**
Sig.
(2-tailed) .202 .000 .033 .000 .005 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P22
Pearson Correlation .211
*
.376** .206* .353** .185 .313** .536** .465** .497** .699** .563** .628** .400** .469** .459** .492** .429** .661** .545** .446** .665** 1 .552** .770** Sig.
(2-tailed) .035 .000 .040 .000 .066 .002 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
P23
Pearson
Correlation .098 .263
**
.106 .367** .290** .228* .405** .511** .471** .580** .418** .468** .481** .398** .401** .325** .405** .523** .418** .368** .542** .552** 1 .666** Sig.
(2-tailed) .330 .008 .294 .000 .003 .022 .000 .000 .000 .000 .000 .000 .000 .000 .000 .001 .000 .000 .000 .000 .000 .000 .000 N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100
Total Pearson Correlation .405
** .626** .453** .595** .434** .536** .645** .725** .691** .780** .673** .683** .645** .676** .667** .515** .540** .681** .601** .609** .744** .770** .666** 1
Sig.
(10)
N 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 100 Total Pearson Correlation Sig. (2-tailed) N .405** .000 100 .626** .000 100 .453** .000 100 .595** .000 100 .434** .000 100 .536** .000 100 .645** .000 100 .725** .000 100 .691** .000 100 .780** .000 100 .673** .000 100 .683** .000 100 .645** .000 100 .676** .000 100 .667** .000 100 .515** .000 100 .540** .000 100 .681** .000 100 .601** .000 100 .609** .000 100 .744** .000 100 .770** .000 100 .666** .000 100 1 100
**. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).
(1)
vi DAFTAR ISI
Halaman
Persetujuan i
Pernyataan ii
Penghargaan iii
Abstrak iv
Abstract v
Daftar Isi vi
Daftar Tabel viii
Daftar Gambar ix
Daftar Singkatan xi
Daftar Lampiran xii
BAB 1 Pendahuluan 1
1.1 Latar Belakang 1
1.2 Perumusan Masalah 2
1.3 Batasan Masalah 2
1.4 Tujuan Penelitian 3
1.5 Manfaat Penelitian 3
1.6 Metodologi Penelitian 3
BAB 2 Tinjauan Pustaka 4
2.1 Kepuasan Pelanggan 4
2.2 Kualitas Pelayanan (Service Quality) 4
2.3 Uji Validitas 7
2.4 Uji Reliabilitas 8
2.5 Teori Fuzzy 8
2.6 Himpunan Kabur (Fuzzy Set) 9
2.7 Fungsi Keanggotaan (Membership Function) 11
2.8 Fuzzy-Servqual (Service Quality) 15
2.9 Gap Service Quality 16
2.10 Diagram Kartesius 17
BAB 3 Metode Penelitian 19
3.1 Objek Penelitian 19
3.2 Identifikasi Masalah 19
3.3 Populasi dan Sampel 19
3.3.1 Populasi 19
3.3.2 Sampel 19
3.4 Metode Pengumpulan Data 20
3.4.1 Studi Lapangan 20
3.4.2 Skala Likert 20
(2)
vii
3.6 Metode Pengolahan Data 22
3.7 Kerangka Pemikiran Masalah 23
BAB 4 Hasil Dan Pembahasan 26
4.1 Karakteristik Responden 26
4.2 Uji Validitas dan Reliabilitas 34
4.2.1 Uji Validitas Data 34
4.2.2 Uji Reliabilitas Data 36
4.3 Pengolahan Fuzzy-Servqual 37
4.3.1 Penentuan Fuzzy Set 37
4.3.2 Analisis Sistem 37
4.3.3 Fuzzyfikasi dan Defuzzyfikasi 47
4.4 Gap Fuzzy-Servqual 58
4.4.1 Perhitungan Nilai Gap Servie Quality per Atribut
58 4.4.2 Perhitungan Nilai Gap Servie Quality per
Dimensi
60
4.5 Diagram Kartesius 61
4.6 Analisis Hasil Pengolahan Data 64
4.6.1 Analisis terhadap Karakteristik Responden 64 4.6.2 Analisis terhadap Perhitungan Rata-Rata
Triangular Fuzzy Number dan Defuzzyfikasi untuk Persepsi
64
4.6.3 Analisis terhadap Perhitungan Rata-Rata Triangular Fuzzy Number dan Defuzzyfikasi untuk Harapan
64
4.6.4 Analisis terhadap Perhitungan Nilai Gap Service Quality per Atribut antara Persepsi dan Harapan Layanan
65
4.6.5 Analisis terhadap Perhitungan Nilai Gap Service Quality per Atribut antara Dimensi dan Harapan Layanan
65
4.6.6 Analisis terhadap Diagram Kartesius Persepsi dan Harapan
66
BAB 5 Kesimpuulan Dan Saran 67
5.1 Kesimpulan 67
5.2 Saran 68
(3)
viii
DAFTAR TABEL
Nomor Tabel
Judul Halaman
3.1 Variabel Linguistik Persepsi dan Harapan 23
4.1 Hasil Jawaban Respoden Wanita Berdasarkan Tingkat Kepuasan
27 4.2 Hasil Jawaban Respoden Laki-Laki Berdasarkan Tingkat
Kepuasan
28 4.3 Hasil Jawaban Respoden yang Berusia Tahun
Berdasarkan Tingkat Kepuasan
29 4.4 Hasil Jawaban Respoden yang Berusia Tahun
Berdasarkan Tingkat Kepuasan
30 4.5 Hasil Jawaban Respoden yang Berusia Tahun
Berdasarkan Tingkat Kepuasan
30 4.6 Hasil Jawaban Respoden yang Berusia Tahun
Berdasarkan Tingkat Kepuasan
31 4.7 Hasil Jawaban Respoden Mahasiswa dan Non Mahasiswa
Berdasarkan Tingkat Kepuasan
33
4.8 Uji Validitas Data Persepsi 35
4.9 Uji Validitas Data Harapan 36
4.10 Himpunan Fuzzy Variabel Persepsi 38
4.11 Himpunan Fuzzy Variabel Harapan 42
4.12 Perhitungan Rata-Rata Triangular Fuzzy Number dan Defuzzyfikasi untuk Persepsi
52 4.13 Perhitungan Rata-Rata Triangular Fuzzy Number dan
Defuzzyfikasi untuk Harapan
57 4.14 Perhitungan Nilai Gap Service Quality per Atribut 59 4.15 Perhitungan Nilai Gap Service Quality per Dimensi 60
(4)
ix
DAFTAR GAMBAR
Nomor Gambar
Judul Halaman
2.1 Dimensi Kualitas Layanan dan Penilaian Kualitas Layanan 6
2.2 Representasi Naik 11
2.3 Representasi Turun 12
2.4 Representasi Kurva Segitiga 12
2.5 Representasi Trapesium 13
2.6 Representasi Kurva Bentuk Bahu 14
2.7 Konsep Diagram Kartesius Skor Persepsi dan Skor Harapan 17
3.1 Kerangka Pemikiran Masalah 24
4.1 Karakteristik Responden Berdasarkan Jenis Kelamin 27 4.2 Karakteristik Responden Berdasarkan Kelompok Usia 29 4.3 Karakteristik Responden Berdasarkan Pekerjaan 33 4.4 Fungsi Keanggotaan Variabel Linguistik Persepsi dengan
Matlab
38 4.5 Fungsi Keanggotaan Variabel Linguistik Persepsi “Sangat
Tidak Puas” dengan Matlab
40 4.6 Fungsi Keanggotaan Variabel Linguistik Persepsi “Kurang
Puas” dengan Matlab
40
4.7 Fungsi Keanggotaan Variabel Linguistik Persepsi “Cukup
Puas” dengan Matlab
41 4.8 Fungsi Keanggotaan Variabel Linguistik Persepsi “ Puas”
dengan Matlab
41 4.9 Fungsi Keanggotaan Variabel Linguistik Persepsi “Sangat
Puas” dengan Matlab
42 4.10 Fungsi Keanggotaan Variabel Linguistik Harapan dengan
Matlab
43 4.11 Fungsi Keanggotaan Variabel Linguistik Harapan “Sangat
Tidak Penting” dengan Matlab
44 4.12 Fungsi Keanggotaan Variabel Linguistik Harapan “Kurang
Penting” dengan Matlab
45 4.13 Fungsi Keanggotaan Variabel Linguistik Harapan “Cukup
Penting” dengan Matlab
46 4.14 Fungsi Keanggotaan Variabel Linguistik Harapan
“Penting” dengan Matlab
46 4.15 Fungsi Keanggotaan Variabel Linguistik Harapan “Sangat
Penting” dengan Matlab
47 4.16 Diagram Kartesius Persepsi dan Harapan Nasabah terhadap
Pelayanan
(5)
x
DAFTAR SINGKATAN
TFN = Triangular Fuzzy Number SERVQUAL = Service Quality
(6)
xi
DAFTAR LAMPIRAN
Nomor Lampiran
Judul Halaman
1. Kuisioner Penelitian 70
2. Hasil Persepsi Nasabah Terhadap Layanan 72
3. Hasil Harapan Nasabah Terhadap Layanan 74
4. Uji Validitas Data Persepsi Nasabah 76
5. Uji Validitas Data Harapan Nasabah 80
6. Uji Reliabilitas Persepsi Nasabah 84