Pengaruh Kualitas Produk, Kualitas Layanan, Dan Harga Terhadap Kepuasan Konsumen Pada Toko Kopinkra-Kotama Shoes
(2)
KUESIONER PENELITIAN
“Pengaruh Kualitas Produk, Kualitas Layanan, dan Harga Terhadap Kepuasan
Konsumen Pada Toko Kopinkra-Kotama Shoes”
Dengan hormat ,
Saya, Reny Asifa Pohan, mahasiswa Universitas Sumatera Utara program
studi Adiministrasi Bisnis melakukan penelitian dalam rangka menggali pengaruh
kualitas produk, kualitas layanan, dan harga terhadap kepuasan konsumen pada Toko
Kopinkra-Kotama Shoes Medan. Kuesioner dibuat dalam rangka penyusunan skripsi
yang menjadi salah satu syarat menyelesaikan program sarjana (S1).
Saya mohon kesediaan anda untuk berpartisipasi mengisi kuesioner terlampir
karena akan sangat menentukan keberhasilan penelitian ini. Saya menjamin
kerahasiaan atas data dan informasi yang diberikan kepada saya untuk tidak
diberitahukan kepada pihak lain dalam kepentingan apapun.
Atas kerjasama, dukungan dan perhatian anda, saya ucapkan terima kasih.
Hormat Saya
(3)
I. Identitas Responden
1. Nama
:………….………...
2. Jenis Kelamin
:
a. Pria
b. Wanita
3. Jenis Pekerjaan
:
a. Mahasiswa
b. Dosen/Guru
c. Pegawai Negeri
d. Pegawai Swasta
e. Lainnya (harap disebutkan)
……….
4. Pendapatan perbulan
:
a. < 1 juta
b. 1 juta- 2,5 juta
c. 2,5 juta – 5 juta
d. 5 juta – 10 juta
e. > 10 juta
5. Sudah berapa kali berbelanja di Toko Kopinkra-Kotama Shoes :
a. 1 kali
b. 2 kali
(4)
II. Kuesioner Penelitian
Berilah tanda (
√ ) untuk jawaban yang
anda pilih pada pertanyaan di bawah ini.
Keterangan :
STS : Sangan Tidak Setuju
TS
: Tidak Setuju
N
: Netral
S
: Setuju
SS
: Sangat Setuju
Kualitas Produk (
)
No
Pernyataan
Skor
SS
S
N
TS
STS
1
Sepatu Kotama memberikan rasa nyaman
ketika menggunakannya
2
Sepatu Kotama memiliki kualitas produk yang
sesuai standar
3
Sepatu Kotama menjual produk-produk yang
bervariasi
4
Sepatu Kotama memiliki daya tahan yang lama
(tidak cepat rusak dan robek)
5
Sepatu Kotama memiliki model yang tidak
ketinggalan zaman
(5)
Kualitas Layanan (
)
No
Pernyataan
Skor
SS
S
N
TS
STS
1
Kebersihan, kerapian dan kenyamanan ruangan
2
Karyawan yang berpenampilan rapi
3
Karyawan memberikan pelayanan yang cepat
dan memuaskan
4
Karyawan dapat memahami kebutuhan
konsumen dan mampu memberikan informasi
dengan jelas
5
Adanya jaminan produk yang dapat dipercaya
6
Karyawan menunjukkan sikap keramahan dan
kesopanan kepada konsumen
7
Ketersediaan sarana telepon/email untuk
menerima keluhan
Harga (
)
No
Pernyataan
Skor
SS
S
N
TS
STS
1
Harga sepatu sesuai dengan manfaat
(kenyamanan saat digunakan)
2
Harga sepatu sesuai dengan kualitasnya
3
Harga sepatu bervariatif berdasarkan modelnya
4
Harga sepatu yang terjangkau
(6)
Kepuasan Konsumen (Y)
No
Pernyataan
Skor
SS
S
N
TS
STS
1
Produk yang ditawarkan sesuai harapan
2
Pelayanan yang didapat sesuai dengan harapan
3
Produk menimbulkan kenyamanan dan
mempunyai banyak varian sehingga sesuai
dengan keinginan
4
Harga yang ditawarkan sesuai dengan
keinginan
5
Apa yang saya dapat di toko Kopinkra sesuai
dengan yang saya keluarkan
(7)
TABULASI DATA PENELITIAN VARIABEL X
No
Nomor Item Instrumen
Kualitas Produk
Skor
Nomor Item Instrumen Kualitas
Layanan
Skor
Nomor Item
Instrumen Harga
Skor
Resp.
1
2
3
4
5
6
Total
X1
1
2
3
4
5
6
7
Total
X2
1
2
3
4
5
Total
X3
1
4
4
4
4
3
3
22
4
3
3
3
4
4
3
24
4
4
3
3
3
17
2
5
5
5
5
5
5
30
5
4
4
4
5
5
5
32
5
5
5
5
4
24
3
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
5
5
5
25
4
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
5
5
5
25
5
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
5
5
5
25
6
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
5
5
5
25
7
5
5
5
5
5
5
30
4
4
5
5
5
5
5
33
4
5
3
5
4
21
8
5
4
4
4
4
4
25
5
5
5
5
4
5
5
34
3
4
3
3
3
16
9
5
5
5
5
4
4
28
4
4
4
5
4
4
3
28
5
5
4
4
3
21
10
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
5
5
5
25
11
5
5
5
5
5
5
30
4
4
5
5
5
5
5
33
5
5
5
5
5
25
(8)
13
4
4
4
4
4
4
24
4
4
5
5
5
5
4
32
4
4
4
4
4
20
14
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
4
4
4
22
15
4
5
4
5
5
4
27
5
5
5
5
5
5
5
35
5
5
4
5
5
24
16
4
4
4
4
4
4
24
4
5
5
5
5
5
5
34
4
4
3
4
4
19
17
4
4
4
4
4
3
23
4
4
4
5
4
5
5
31
4
4
4
4
4
20
18
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
4
5
5
24
19
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
4
5
5
4
5
23
20
5
5
5
5
5
5
30
5
5
4
4
5
5
5
33
5
5
5
4
4
23
21
4
4
3
4
4
3
22
4
5
4
4
4
5
4
30
4
4
5
4
4
21
22
4
5
4
5
4
4
26
4
3
3
3
5
4
4
26
5
5
4
3
3
20
23
4
4
4
4
3
3
22
4
5
4
4
4
4
3
28
4
4
4
3
3
18
24
5
4
4
4
5
4
26
4
4
4
4
4
4
4
28
4
4
4
4
4
20
25
4
4
5
4
5
5
27
4
4
4
4
5
5
5
31
5
4
4
4
4
21
26
4
4
5
4
5
5
27
4
4
4
4
4
5
5
30
4
4
4
4
4
20
27
4
4
4
4
4
4
24
4
4
4
4
5
4
4
29
4
4
4
4
4
20
28
5
4
4
5
5
4
27
4
4
5
5
5
5
4
32
4
4
5
4
4
21
29
4
4
4
4
4
4
24
4
3
3
4
5
4
5
28
5
4
4
4
4
21
30
4
4
4
4
3
3
22
4
4
4
3
5
5
5
30
5
5
3
4
5
22
(9)
32
4
5
3
5
4
4
25
3
3
3
4
5
4
4
26
5
5
4
4
3
21
33
4
4
3
3
3
4
21
4
3
4
4
4
4
4
27
4
4
3
4
5
20
34
4
4
3
3
4
4
22
4
2
4
3
4
4
3
24
4
3
4
4
3
18
35
5
4
5
4
4
4
26
4
4
5
4
3
4
4
28
4
4
4
4
4
20
36
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
5
5
5
25
37
4
4
4
4
4
3
23
4
4
4
4
4
4
4
28
4
4
4
4
4
20
38
5
5
5
5
5
5
30
4
4
5
4
5
5
4
31
5
5
4
4
3
21
39
5
5
4
4
5
5
28
5
3
4
4
4
5
5
30
5
5
4
5
5
24
40
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
5
5
5
25
41
4
4
4
5
4
4
25
4
5
5
4
5
5
5
33
5
5
4
5
4
23
42
5
5
5
5
5
5
30
5
5
5
5
5
5
5
35
5
5
5
5
5
25
43
5
5
5
4
4
5
28
5
5
5
5
4
5
4
33
5
5
4
4
5
23
44
4
5
5
5
5
3
27
4
4
4
3
5
5
4
29
5
5
4
3
3
20
45
5
3
4
3
3
4
22
4
3
3
3
4
4
4
25
3
4
4
3
2
16
46
5
5
5
5
4
4
28
4
4
4
4
5
4
3
28
4
4
5
3
3
19
47
5
3
5
3
3
3
22
3
4
3
3
5
5
3
26
5
3
3
3
3
17
48
4
4
4
3
3
4
22
3
3
4
4
5
4
4
27
4
4
4
4
4
20
49
4
4
4
4
4
4
24
3
3
3
3
3
3
3
21
4
4
4
4
4
20
(10)
51
4
5
4
4
4
3
24
3
3
3
4
4
4
4
25
4
4
3
4
4
19
52
4
4
4
4
4
4
24
4
4
4
3
5
4
4
28
4
3
3
4
3
17
53
3
3
3
3
3
3
18
4
4
4
4
4
4
4
28
5
5
5
5
5
25
54
5
4
4
5
4
4
26
4
4
4
4
4
4
4
28
4
4
4
4
4
20
55
5
5
5
5
5
5
30
5
4
5
5
5
5
5
34
5
5
5
5
5
25
56
5
4
5
5
4
5
28
5
5
5
5
5
5
5
35
4
4
5
5
5
23
57
4
4
5
4
4
4
25
5
4
4
5
5
5
5
33
4
4
5
5
5
23
58
5
5
5
5
5
5
30
5
4
5
5
5
5
5
34
5
5
5
5
5
25
59
5
4
4
4
3
3
23
3
3
5
5
5
5
5
31
5
5
4
4
3
21
60
4
4
5
3
2
2
20
2
2
4
4
4
4
3
23
4
4
5
3
2
18
61
5
3
4
4
4
3
23
3
3
5
5
4
5
4
29
5
5
5
4
4
23
62
4
3
4
4
3
4
22
4
4
4
4
5
5
3
29
4
4
4
5
5
22
63
3
3
4
3
3
3
19
3
4
3
3
4
4
2
23
3
4
4
5
3
19
64
5
5
4
4
3
4
25
4
5
5
5
4
5
5
33
5
4
4
3
4
20
65
5
4
2
3
2
3
19
3
3
3
3
3
3
3
21
5
4
4
3
3
19
66
4
4
5
4
3
4
24
4
3
3
4
4
5
3
26
3
3
4
3
3
16
67
5
4
4
4
3
4
24
4
3
4
4
5
5
3
28
4
5
3
3
3
18
68
4
5
3
5
3
4
24
4
4
4
5
5
5
4
31
4
4
3
4
3
18
(11)
70
4
5
3
4
3
4
23
4
4
5
5
5
5
4
32
3
3
3
3
2
14
71
5
4
3
4
5
3
24
4
3
4
4
4
4
4
27
4
4
4
4
4
20
72
4
4
4
5
3
3
23
5
5
4
4
4
4
4
30
5
4
3
3
3
18
73
4
5
4
3
3
3
22
4
3
4
4
4
3
2
24
4
4
5
3
3
19
74
5
4
5
4
4
4
26
3
2
4
4
4
4
2
23
4
3
4
4
4
19
(12)
TABULASI DATA PENELITIAN VARIABEL Y
No
Nomor Item Instrumen Kepuasan Konsumen
Skor
Resp.
1
2
3
4
5
Total Y
1
3
3
3
3
4
16
2
5
5
5
5
5
25
3
5
5
5
5
5
25
4
5
5
5
5
5
25
5
5
5
5
5
5
25
6
5
5
5
5
5
25
7
5
5
5
5
4
24
8
4
4
4
4
4
20
9
4
4
4
4
4
20
10
5
5
4
4
5
23
11
5
5
5
5
5
25
12
4
4
4
4
4
20
13
4
4
5
4
4
21
14
5
5
4
4
4
22
15
5
5
5
5
5
25
16
4
5
4
4
4
21
17
4
4
4
4
4
20
18
5
5
5
5
5
25
19
5
4
4
5
5
23
20
4
4
5
5
5
23
21
4
3
5
3
4
19
22
4
4
4
4
4
20
23
3
4
4
4
4
19
(13)
25
4
4
4
4
4
20
26
4
4
4
4
4
20
27
5
5
5
5
5
25
28
4
4
4
5
4
21
29
4
3
4
4
4
19
30
5
5
4
3
3
20
31
4
4
4
4
4
20
32
5
3
5
4
4
21
33
4
4
4
4
4
20
34
4
4
3
3
4
18
35
4
4
5
4
4
21
36
5
5
5
5
5
25
37
4
4
4
4
4
20
38
5
4
5
4
4
22
39
5
5
5
4
5
24
40
5
5
5
5
5
25
41
5
5
4
4
4
22
42
5
5
5
5
5
25
43
5
4
5
5
5
24
44
4
4
5
3
4
20
45
4
5
4
3
4
20
46
4
5
5
4
4
22
47
3
4
3
3
3
16
48
4
3
4
3
4
18
49
4
4
4
4
4
20
50
4
4
4
3
4
19
(14)
52
4
3
4
3
3
17
53
5
5
5
5
5
25
54
4
4
4
4
4
20
55
5
5
5
5
4
24
56
5
4
4
4
4
21
57
4
4
5
4
4
21
58
5
5
5
5
5
25
59
5
5
4
3
4
21
60
5
4
4
4
5
22
61
4
3
4
3
4
18
62
5
4
3
5
4
21
63
4
3
4
5
4
20
64
5
4
5
3
5
22
65
4
5
4
4
4
21
66
5
5
4
3
5
22
67
5
5
5
3
4
22
68
3
5
5
5
4
22
69
4
4
5
5
5
23
70
5
4
5
4
4
22
71
5
4
5
4
5
23
72
5
4
3
4
4
20
73
4
4
5
5
5
23
74
5
4
3
4
4
20
(15)
TABEL FREKUENSI DATA RESPONDEN
Jenis Kelamin
Frequency Percent Valid Percent
Cumulative Percent
Valid Pria 54 72.0 72.0 72.0
Wanita 21 28.0 28.0 100.0
Total 75 100.0 100.0
Pekerjaan
Frequency Percent Valid Percent
Cumulative Percent
Valid Pelajar-Mahasiswa 7 9.3 9.3 9.3
Dosen/Guru 8 10.7 10.7 20.0
Pegawai Negeri 8 10.7 10.7 30.7
Pegawai Swasta 40 53.3 53.3 84.0
Lain-lain 12 16.0 16.0 100.0
Total 75 100.0 100.0
Pendapatan
Frequency Percent Valid Percent
Cumulative Percent
Valid < 1 juta 13 17.3 17.3 17.3
1 juta - 2,5 juta 30 40.0 40.0 57.3
2,5 juta - 5 juta 23 30.7 30.7 88.0
(16)
Pendapatan
Frequency Percent Valid Percent
Cumulative Percent
Valid < 1 juta 13 17.3 17.3 17.3
1 juta - 2,5 juta 30 40.0 40.0 57.3
2,5 juta - 5 juta 23 30.7 30.7 88.0
5 juta - 10 juta 9 12.0 12.0 100.0
Total 75 100.0 100.0
Intensitas Membeli
Frequency Percent Valid Percent
Cumulative Percent
Valid 1 kali 10 13.3 13.3 13.3
2 kali 13 17.3 17.3 30.7
3-5 kali 28 37.3 37.3 68.0
> 5 kali 24 32.0 32.0 100.0
(17)
TABEL FREKUENSI VARIABEL PENELITIAN
KUALITAS PRODUK
item 1
Frequency Percent Valid Percent
Cumulative Percent
Valid Netral 2 2.7 2.7 2.7
Setuju 34 45.3 45.3 48.0
sangat setuju 39 52.0 52.0 100.0
Total 75 100.0 100.0
item 2
Frequency Percent Valid Percent
Cumulative Percent
Valid Netral 6 8.0 8.0 8.0
Setuju 36 48.0 48.0 56.0
sangat setuju 33 44.0 44.0 100.0
Total 75 100.0 100.0
item 3
Frequency Percent Valid Percent
Cumulative Percent
Valid tidak setuju 1 1.3 1.3 1.3
Netral 8 10.7 10.7 12.0
Setuju 33 44.0 44.0 56.0
sangat setuju 33 44.0 44.0 100.0
(18)
item 4
Frequency Percent Valid Percent
Cumulative Percent
Valid Netral 11 14.7 14.7 14.7
Setuju 32 42.7 42.7 57.3
sangat setuju 32 42.7 42.7 100.0
Total 75 100.0 100.0
item 5
Frequency Percent Valid Percent
Cumulative Percent
Valid tidak setuju 2 2.7 2.7 2.7
Netral 20 26.7 26.7 29.3
Setuju 26 34.7 34.7 64.0
sangat setuju 27 36.0 36.0 100.0
Total 75 100.0 100.0
item 6
Frequency Percent Valid Percent
Cumulative Percent
Valid tidak setuju 1 1.3 1.3 1.3
Netral 19 25.3 25.3 26.7
Setuju 31 41.3 41.3 68.0
sangat setuju 24 32.0 32.0 100.0
(19)
KUALITAS LAYANAN
item 1
Frequency Percent Valid Percent
Cumulative Percent
Valid tidak setuju 1 1.3 1.3 1.3
Netral 11 14.7 14.7 16.0
Setuju 41 54.7 54.7 70.7
sangat setuju 22 29.3 29.3 100.0
Total 75 100.0 100.0
item 2
Frequency Percent Valid Percent
Cumulative Percent
Valid tidak setuju 3 4.0 4.0 4.0
Netral 19 25.3 25.3 29.3
Setuju 31 41.3 41.3 70.7
sangat setuju 22 29.3 29.3 100.0
Total 75 100.0 100.0
item 3
Frequency Percent Valid Percent
Cumulative Percent
Valid Netral 11 14.7 14.7 14.7
Setuju 34 45.3 45.3 60.0
sangat setuju 30 40.0 40.0 100.0
(20)
item 4
Frequency Percent Valid Percent
Cumulative Percent
Valid Netral 12 16.0 16.0 16.0
setuju 32 42.7 42.7 58.7
sangat setuju 31 41.3 41.3 100.0
Total 75 100.0 100.0
item 5
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 3 4.0 4.0 4.0
setuju 30 40.0 40.0 44.0
sangat setuju 42 56.0 56.0 100.0
Total 75 100.0 100.0
item 6
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 4 5.3 5.3 5.3
setuju 26 34.7 34.7 40.0
sangat setuju 45 60.0 60.0 100.0
(21)
item 7
Frequency Percent Valid Percent
Cumulative Percent
Valid tidak setuju 3 4.0 4.0 4.0
netral 14 18.7 18.7 22.7
setuju 27 36.0 36.0 58.7
sangat setuju 31 41.3 41.3 100.0
Total 75 100.0 100.0
HARGA
item 1
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 5 6.7 6.7 6.7
setuju 34 45.3 45.3 52.0
sangat setuju 36 48.0 48.0 100.0
Total 75 100.0 100.0
item 2
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 6 8.0 8.0 8.0
setuju 37 49.3 49.3 57.3
sangat setuju 32 42.7 42.7 100.0
(22)
item 3
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 13 17.3 17.3 17.3
setuju 38 50.7 50.7 68.0
sangat setuju 24 32.0 32.0 100.0
Total 75 100.0 100.0
item 4
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 16 21.3 21.3 21.3
setuju 37 49.3 49.3 70.7
sangat setuju 22 29.3 29.3 100.0
Total 75 100.0 100.0
item 5
Frequency Percent Valid Percent
Cumulative Percent
Valid tidak setuju 3 4.0 4.0 4.0
netral 22 29.3 29.3 33.3
setuju 28 37.3 37.3 70.7
sangat setuju 22 29.3 29.3 100.0
(23)
KEPUASAN KONSUMEN
item 1
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 4 5.3 5.3 5.3
setuju 34 45.3 45.3 50.7
sangat setuju 37 49.3 49.3 100.0
Total 75 100.0 100.0
item 2
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 9 12.0 12.0 12.0
setuju 37 49.3 49.3 61.3
sangat setuju 29 38.7 38.7 100.0
Total 75 100.0 100.0
item 3
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 6 8.0 8.0 8.0
setuju 35 46.7 46.7 54.7
sangat setuju 34 45.3 45.3 100.0
(24)
item 4
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 16 21.3 21.3 21.3
setuju 34 45.3 45.3 66.7
sangat setuju 25 33.3 33.3 100.0
Total 75 100.0 100.0
item 5
Frequency Percent Valid Percent
Cumulative Percent
Valid netral 4 5.3 5.3 5.3
setuju 46 61.3 61.3 66.7
sangat setuju 25 33.3 33.3 100.0
(25)
UJI VALIDITAS
Kualitas Produk
Correlations
item 1 item 2 item 3 item 4 item 5 item 6 total item 1 Pearson Correlation 1 .414** .465** .435** .439** .506** .668**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 N 75 75 75 75 75 75 75 item 2 Pearson Correlation .414** 1 .382** .650** .522** .538** .738**
Sig. (2-tailed) .000 .001 .000 .000 .000 .000 N 75 75 75 75 75 75 75 item 3 Pearson Correlation .465** .382** 1 .468** .506** .524** .716**
Sig. (2-tailed) .000 .001 .000 .000 .000 .000 N 75 75 75 75 75 75 75 item 4 Pearson Correlation .435** .650** .468** 1 .690** .603** .827**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 N 75 75 75 75 75 75 75 item 5 Pearson Correlation .439** .522** .506** .690** 1 .727** .855**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 N 75 75 75 75 75 75 75 item 6 Pearson Correlation .506** .538** .524** .603** .727** 1 .849**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 N 75 75 75 75 75 75 75 Total Pearson Correlation .668** .738** .716** .827** .855** .849** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000
N 75 75 75 75 75 75 75 **. Correlation is significant at the 0.01 level (2-tailed).
(26)
Kualitas Layanan
Correlations
item 1 item 2 item 3 item 4 item 5 item 6 item 7 ttl item 1 Pearson Correlation 1 .697** .519** .478** .380** .520** .621** .783**
Sig. (2-tailed) .000 .000 .000 .001 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 2 Pearson Correlation .697** 1 .589** .529** .347** .524** .581** .803**
Sig. (2-tailed) .000 .000 .000 .002 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 3 Pearson Correlation .519** .589** 1 .785** .372** .600** .563** .815**
Sig. (2-tailed) .000 .000 .000 .001 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 4 Pearson Correlation .478** .529** .785** 1 .329** .553** .570** .784**
Sig. (2-tailed) .000 .000 .000 .004 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 5 Pearson Correlation .380** .347** .372** .329** 1 .612** .467** .615**
Sig. (2-tailed) .001 .002 .001 .004 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 6 Pearson Correlation .520** .524** .600** .553** .612** 1 .625** .797**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 7 Pearson Correlation .621** .581** .563** .570** .467** .625** 1 .828**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 N 75 75 75 75 75 75 75 75 ttl Pearson Correlation .783** .803** .815** .784** .615** .797** .828** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
(27)
Correlations
item 1 item 2 item 3 item 4 item 5 item 6 item 7 ttl item 1 Pearson Correlation 1 .697** .519** .478** .380** .520** .621** .783**
Sig. (2-tailed) .000 .000 .000 .001 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 2 Pearson Correlation .697** 1 .589** .529** .347** .524** .581** .803**
Sig. (2-tailed) .000 .000 .000 .002 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 3 Pearson Correlation .519** .589** 1 .785** .372** .600** .563** .815**
Sig. (2-tailed) .000 .000 .000 .001 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 4 Pearson Correlation .478** .529** .785** 1 .329** .553** .570** .784**
Sig. (2-tailed) .000 .000 .000 .004 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 5 Pearson Correlation .380** .347** .372** .329** 1 .612** .467** .615**
Sig. (2-tailed) .001 .002 .001 .004 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 6 Pearson Correlation .520** .524** .600** .553** .612** 1 .625** .797**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 N 75 75 75 75 75 75 75 75 item 7 Pearson Correlation .621** .581** .563** .570** .467** .625** 1 .828**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 N 75 75 75 75 75 75 75 75 ttl Pearson Correlation .783** .803** .815** .784** .615** .797** .828** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
N 75 75 75 75 75 75 75 75 **. Correlation is significant at the 0.01 level (2-tailed).
(28)
Harga
Correlations
item 1 item 2 item 3 item 4 item 5 total item 1 Pearson Correlation 1 .674** .331** .354** .417** .697**
Sig. (2-tailed) .000 .004 .002 .000 .000 N 75 75 75 75 75 75 item 2 Pearson Correlation .674** 1 .412** .483** .476** .772**
Sig. (2-tailed) .000 .000 .000 .000 .000 N 75 75 75 75 75 75 item 3 Pearson Correlation .331** .412** 1 .442** .426** .681**
Sig. (2-tailed) .004 .000 .000 .000 .000 N 75 75 75 75 75 75 item 4 Pearson Correlation .354** .483** .442** 1 .777** .820**
Sig. (2-tailed) .002 .000 .000 .000 .000 N 75 75 75 75 75 75 item 5 Pearson Correlation .417** .476** .426** .777** 1 .841**
Sig. (2-tailed) .000 .000 .000 .000 .000 N 75 75 75 75 75 75 Total Pearson Correlation .697** .772** .681** .820** .841** 1
Sig. (2-tailed) .000 .000 .000 .000 .000
N 75 75 75 75 75 75 **. Correlation is significant at the 0.01 level (2-tailed).
(29)
Kepuasan Konsumen
Correlations
item 1 item 2 item 3 item 4 item 5 total item 1 Pearson Correlation 1 .483** .346** .309** .475** .690**
Sig. (2-tailed) .000 .002 .007 .000 .000 N 75 75 75 75 75 75 item 2 Pearson Correlation .483** 1 .371** .377** .415** .718**
Sig. (2-tailed) .000 .001 .001 .000 .000 N 75 75 75 75 75 75 item 3 Pearson Correlation .346** .371** 1 .455** .542** .730**
Sig. (2-tailed) .002 .001 .000 .000 .000 N 75 75 75 75 75 75 item 4 Pearson Correlation .309** .377** .455** 1 .608** .761**
Sig. (2-tailed) .007 .001 .000 .000 .000 N 75 75 75 75 75 75 item 5 Pearson Correlation .475** .415** .542** .608** 1 .808**
Sig. (2-tailed) .000 .000 .000 .000 .000 N 75 75 75 75 75 75 Total Pearson Correlation .690** .718** .730** .761** .808** 1
Sig. (2-tailed) .000 .000 .000 .000 .000
N 75 75 75 75 75 75 **. Correlation is significant at the 0.01 level (2-tailed).
(30)
UJI RELIABILITAS
KUALITAS PRODUK
Reliability Statistics
Cronbach's
Alpha N of Items
.869 6
KUALITAS LAYANAN
Reliability Statistics
Cronbach's
Alpha N of Items
.888 7
HARGA
Reliability Statistics
Cronbach's
Alpha N of Items
.819 5
KEPUASAN KONSUMEN
Reliability Statistics
Cronbach's
Alpha N of Items
(31)
(32)
(33)
UJI REGRESI LINEAR BERGANDA, MULTIKOLINEARITAS DAN
HIPOTESIS
Regression
Descriptive Statistics
Mean Std. Deviation N
kepuasan konsumen 3.3132 .97618 75
kualitas produk 3.5661 .96997 75
kualitas layanan 3.3133 .98367 75
harga 3.5663 .98294 75
Correlations
kepuasan
konsumen kualitas produk
kualitas
layanan harga
Pearson Correlation kepuasan konsumen 1.000 .547 .578 .640
kualitas produk .547 1.000 .686 .585
kualitas layanan .578 .686 1.000 .615
harga .640 .585 .615 1.000
Sig. (1-tailed) kepuasan konsumen . .000 .000 .000
kualitas produk .000 . .000 .000
kualitas layanan .000 .000 . .000
harga .000 .000 .000 .
N kepuasan konsumen 75 75 75 75
kualitas produk 75 75 75 75
kualitas layanan 75 75 75 75
(34)
Variables Entered/Removedb
Model
Variables Entered
Variables
Removed Method
1 harga, kualitas
produk, kualitas
layanana
. Enter
a. All requested variables entered.
b. Dependent Variable: kepuasan konsumen
Model Summaryb
Model R
R Square Adjusted R Square Std. Error of the Estimate Change Statistics Durbin-Watson R Square Change F
Change df1 df2
Sig. F Change
1 .690a .476 .454 .72117 .476 21.529 3 71 .000 1.735
a. Predictors: (Constant), harga, kualitas produk, kualitas layanan
b. Dependent Variable: kepuasan konsumen
ANOVAb
Model
Sum of
Squares df Mean Square F Sig.
1 Regression 33.591 3 11.197 21.529 .000a
Residual 36.926 71 .520
Total 70.517 74
a. Predictors: (Constant), harga, kualitas produk, kualitas layanan b. Dependent Variable: kepuasan konsumen
(35)
Coefficientsa Model Unstandardize d Coefficients Standard ized Coeffici ents
t Sig.
95% Confidence
Interval for B Correlations
Collinearity Statistics
B
Std.
Error Beta
Lower Bound Upper Bound Zero-order Partia
l Part
Tolera
nce VIF
1 (Constant) .571 .357 1.601 .114 -.140 1.283
kualitas
produk .156 .124 .155 2.068 .043 -.091 .403 .547 .148 .108 .487 2.055
kualitas
layanan .214 .126 .216 2.106 .032 -.036 .465 .578 .198 .146 .460 2.172
harga .414 .113 .417 3.670 .000 .189 .639 .640 .399 .315 .572 1.749
a. Dependent Variable: kepuasan konsumen
Coefficient Correlationsa
Model harga kualitas produk
kualitas layanan
1 Correlations harga 1.000 -.285 -.362
kualitas produk -.285 1.000 -.510
kualitas layanan -.362 -.510 1.000
Covariances harga .013 -.004 -.005
kualitas produk -.004 .015 -.008
kualitas layanan -.005 -.008 .016
(36)
Collinearity Diagnosticsa
Model
Dimen
sion Eigenvalue
Condition Index
Variance Proportions
(Constant) kualitas produk
kualitas
layanan harga
1 1 3.904 1.000 .00 .00 .00 .00
2 .043 9.495 .87 .04 .21 .01
3 .030 11.418 .06 .18 .10 .97
4 .023 13.115 .07 .78 .69 .01
a. Dependent Variable: kepuasan konsumen
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 2.1393 4.4562 3.3132 .67374 75
Std. Predicted Value -1.742 1.696 .000 1.000 75
Standard Error of
Predicted Value .090 .401 .159 .051 75
Adjusted Predicted Value 1.9014 4.4871 3.2991 .68635 75
Residual -1.69229 1.62008 .00000 .70640 75
Std. Residual -2.347 2.246 .000 .980 75
Stud. Residual -2.397 2.264 .009 1.016 75
Deleted Residual -1.76623 1.87783 .01413 .76251 75
Stud. Deleted Residual -2.483 2.334 .010 1.030 75
Mahal. Distance .155 21.887 2.960 3.151 75
Cook's Distance .000 .524 .021 .068 75
Centered Leverage Value .002 .296 .040 .043 75
(37)
Pemilik Toko Kopinkra dengan Sepatu Kotama
Tampilan atau Pajangan Produk Sepatu Kotama
(38)
Suasana saat Berkunjung di Toko Kopinkra
(1)
UJI REGRESI LINEAR BERGANDA, MULTIKOLINEARITAS DAN
HIPOTESIS
Regression
Descriptive Statistics
Mean Std. Deviation N kepuasan konsumen 3.3132 .97618 75
kualitas produk 3.5661 .96997 75 kualitas layanan 3.3133 .98367 75 harga 3.5663 .98294 75
Correlations kepuasan
konsumen kualitas produk
kualitas
layanan harga Pearson Correlation kepuasan konsumen 1.000 .547 .578 .640
kualitas produk .547 1.000 .686 .585 kualitas layanan .578 .686 1.000 .615
harga .640 .585 .615 1.000
Sig. (1-tailed) kepuasan konsumen . .000 .000 .000
kualitas produk .000 . .000 .000
kualitas layanan .000 .000 . .000
harga .000 .000 .000 .
N kepuasan konsumen 75 75 75 75
kualitas produk 75 75 75 75
kualitas layanan 75 75 75 75
(2)
Variables Entered/Removedb
Model
Variables Entered
Variables
Removed Method 1 harga, kualitas
produk, kualitas layanana
. Enter
a. All requested variables entered.
b. Dependent Variable: kepuasan konsumen
Model Summaryb
Model R R Square Adjusted R Square Std. Error of the Estimate Change Statistics Durbin-Watson R Square Change F
Change df1 df2
Sig. F Change
1 .690a .476 .454 .72117 .476 21.529 3 71 .000 1.735 a. Predictors: (Constant), harga, kualitas produk, kualitas
layanan
b. Dependent Variable: kepuasan konsumen
ANOVAb
Model
Sum of
Squares df Mean Square F Sig. 1 Regression 33.591 3 11.197 21.529 .000a
Residual 36.926 71 .520 Total 70.517 74
a. Predictors: (Constant), harga, kualitas produk, kualitas layanan b. Dependent Variable: kepuasan konsumen
(3)
Coefficientsa Model Unstandardize d Coefficients Standard ized Coeffici ents
t Sig.
95% Confidence
Interval for B Correlations
Collinearity Statistics
B
Std.
Error Beta
Lower Bound Upper Bound Zero-order Partia l Part
Tolera nce VIF 1 (Constant) .571 .357 1.601 .114 -.140 1.283
kualitas
produk .156 .124 .155 2.068 .043 -.091 .403 .547 .148 .108 .487 2.055 kualitas
layanan .214 .126 .216 2.106 .032 -.036 .465 .578 .198 .146 .460 2.172 harga .414 .113 .417 3.670 .000 .189 .639 .640 .399 .315 .572 1.749 a. Dependent Variable:
kepuasan konsumen
Coefficient Correlationsa
Model harga kualitas produk
kualitas layanan 1 Correlations harga 1.000 -.285 -.362
kualitas produk -.285 1.000 -.510 kualitas layanan -.362 -.510 1.000 Covariances harga .013 -.004 -.005 kualitas produk -.004 .015 -.008 kualitas layanan -.005 -.008 .016 a. Dependent Variable: kepuasan konsumen
(4)
Collinearity Diagnosticsa
Model
Dimen
sion Eigenvalue
Condition Index
Variance Proportions
(Constant) kualitas produk
kualitas
layanan harga
1 1 3.904 1.000 .00 .00 .00 .00
2 .043 9.495 .87 .04 .21 .01
3 .030 11.418 .06 .18 .10 .97
4 .023 13.115 .07 .78 .69 .01
a. Dependent Variable: kepuasan konsumen
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N Predicted Value 2.1393 4.4562 3.3132 .67374 75 Std. Predicted Value -1.742 1.696 .000 1.000 75 Standard Error of
Predicted Value .090 .401 .159 .051 75 Adjusted Predicted Value 1.9014 4.4871 3.2991 .68635 75 Residual -1.69229 1.62008 .00000 .70640 75 Std. Residual -2.347 2.246 .000 .980 75 Stud. Residual -2.397 2.264 .009 1.016 75 Deleted Residual -1.76623 1.87783 .01413 .76251 75 Stud. Deleted Residual -2.483 2.334 .010 1.030 75 Mahal. Distance .155 21.887 2.960 3.151 75 Cook's Distance .000 .524 .021 .068 75 Centered Leverage Value .002 .296 .040 .043 75 a. Dependent Variable: kepuasan konsumen
(5)
Pemilik Toko Kopinkra dengan Sepatu Kotama
(6)