Assurance Assurance1 Emphaty Emphaty1

3. Assurance Assurance1

Frequency Percent Valid Percent Cumulative Percent Valid sangat tidak puas 4 6.1 6.1 6.1 tidak puas 40 60.6 60.6 66.7 puas 8 12.1 12.1 78.8 sangat puas 14 21.2 21.2 100.0 Total 66 100.0 100.0 Assurance2 Frequency Percent Valid Percent Cumulative Percent Valid sangat tidak puas 1 1.5 1.5 1.5 tidak puas 12 18.2 18.2 19.7 puas 44 66.7 66.7 86.4 sangat puas 9 13.6 13.6 100.0 Total 66 100.0 100.0 Assurance3 Frequency Percent Valid Percent Cumulative Percent Valid sangat tidak puas 1 1.5 1.5 1.5 tidak puas 14 21.2 21.2 22.7 puas 39 59.1 59.1 81.8 sangat puas 12 18.2 18.2 100.0 Total 66 100.0 100.0 Universitas Sumatera Utara Assurance4 Frequency Percent Valid Percent Cumulative Percent Valid tidak puas 6 9.1 9.1 9.1 puas 51 77.3 77.3 86.4 sangat puas 9 13.6 13.6 100.0 Total 66 100.0 100.0 Assurance5 Frequency Percent Valid Percent Cumulative Percent Valid tidak puas 32 48.5 48.5 48.5 puas 23 34.8 34.8 83.3 sangat puas 11 16.7 16.7 100.0 Total 66 100.0 100.0 Assurance6 Frequency Percent Valid Percent Cumulative Percent Valid tidak puas 35 53.0 53.0 53.0 puas 22 33.3 33.3 86.4 sangat puas 9 13.6 13.6 100.0 Total 66 100.0 100.0 Assurance7 Frequency Percent Valid Percent Cumulative Percent Valid tidak puas 7 10.6 10.6 10.6 puas 47 71.2 71.2 81.8 sangat puas 12 18.2 18.2 100.0 Universitas Sumatera Utara Assurance7 Frequency Percent Valid Percent Cumulative Percent Valid tidak puas 7 10.6 10.6 10.6 puas 47 71.2 71.2 81.8 sangat puas 12 18.2 18.2 100.0 Total 66 100.0 100.0 Total Assurance Frequency Percent Valid Percent Cumulative Percent Valid 13 1 1.5 1.5 1.5 15 1 1.5 1.5 3.0 16 5 7.6 7.6 10.6 17 14 21.2 21.2 31.8 18 10 15.2 15.2 47.0 19 9 13.6 13.6 60.6 20 9 13.6 13.6 74.2 21 4 6.1 6.1 80.3 23 2 3.0 3.0 83.3 25 2 3.0 3.0 86.4 26 1 1.5 1.5 87.9 27 1 1.5 1.5 89.4 28 7 10.6 10.6 100.0 Total 66 100.0 100.0 Universitas Sumatera Utara Kategori Assurance Frequency Percent Valid Percent Cumulative Percent Valid 75 13 19.7 19.7 19.7 40-75 53 80.3 80.3 100.0 Total 66 100.0 100.0

4. Emphaty Emphaty1

Frequency Percent Valid Percent Cumulative Percent Valid sangat tidak puas 10 15.2 15.2 15.2 tidak puas 36 54.5 54.5 69.7 puas 9 13.6 13.6 83.3 sangat puas 11 16.7 16.7 100.0 Total 66 100.0 100.0 Emphaty2 Frequency Percent Valid Percent Cumulative Percent Valid sangat tidak puas 1 1.5 1.5 1.5 tidak puas 38 57.6 57.6 59.1 puas 18 27.3 27.3 86.4 sangat puas 9 13.6 13.6 100.0 Total 66 100.0 100.0 Universitas Sumatera Utara Emphaty3 Frequency Percent Valid Percent Cumulative Percent Valid tidak puas 42 63.6 63.6 63.6 puas 14 21.2 21.2 84.8 sangat puas 10 15.2 15.2 100.0 Total 66 100.0 100.0 Emphaty4 Frequency Percent Valid Percent Cumulative Percent Valid sangat tidak puas 1 1.5 1.5 1.5 tidak puas 5 7.6 7.6 9.1 puas 52 78.8 78.8 87.9 sangat puas 8 12.1 12.1 100.0 Total 66 100.0 100.0 Emphaty5 Frequency Percent Valid Percent Cumulative Percent Valid sangat tidak puas 7 10.6 10.6 10.6 tidak puas 40 60.6 60.6 71.2 puas 13 19.7 19.7 90.9 sangat puas 6 9.1 9.1 100.0 Total 66 100.0 100.0 Universitas Sumatera Utara Total Emphaty Frequency Percent Valid Percent Cumulative Percent Valid 8 1 1.5 1.5 1.5 9 3 4.5 4.5 6.1 10 10 15.2 15.2 21.2 11 15 22.7 22.7 43.9 12 13 19.7 19.7 63.6 13 9 13.6 13.6 77.3 14 2 3.0 3.0 80.3 15 1 1.5 1.5 81.8 16 3 4.5 4.5 86.4 17 1 1.5 1.5 87.9 18 2 3.0 3.0 90.9 19 2 3.0 3.0 93.9 20 4 6.1 6.1 100.0 Total 66 100.0 100.0 Kategori Emphaty Frequency Percent Valid Percent Cumulative Percent Valid 75 12 18.2 18.2 18.2 40-75 54 81.8 81.8 100.0 Total 66 100.0 100.0 Universitas Sumatera Utara

5. Tangibel Tangibel1