Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Loyalitas Konsumen Pada Rumah Makan Putri Di Jln.Abdul Hakim, Kampung Susuk, Padang Bulan, Medan
PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN
TERHADAP LOYALITAS KONSUMEN PADA
RUMAH MAKAN PUTRI DI JLN.ABDUL HAKIM,
KAMPUNG SUSUK, PADANG BULAN, MEDAN
SKRIPSI
Oleh :
IRWAN WIRANDI SIBURIAN
100907043
DEPARTEMEN ILMU ADMINISTRASI NIAGA/BISNIS
FAKULTAS ILMU SOSIAL DAN ILMU POLITIK
UNIVERSITAS SUMATERA UTARA
MEDAN
2015
Universitas Sumatera Utara
ABSTRACT
This study aims to determine the influence of Product quality and Service
quality on Costumer loyalty. Where is the independent variable consist of Product
quality variable and Service quality variable influences Costumer Loyalty
variable as the dependents variable.
This research was conducted at Putri’s Restaurant on the Abdul Hakim
Street, Kampung Susuk, Padang Bulan, Medan. Methods of data collection in this
study is questionnaires filled out by the respondents are consumers of Putri’s
Restaurant that have been bought at least three times in week. Taking sample of
70 respondents in this study using a simple random sampling method. The
independent variables in this study consisted of Product quality and Service
quality, while the dependent variable is Costumer loyalty. The analysis used in
this research include analysis of index number, validation test, reliability test, the
classical assumption test, multiple linear regression analysis and hypothesis test
including t-test, F-test, and coefficient of determination of analysis (R2).
Result using linear regression analysis showed that Product quality
variable has positive influence on Costumer loyalty and the variable Service
quality has positive influence on Costumer loyalty. Result of analysis using t-test
can be known that Product quality and Service quality has positive and
significantly impact on Costumer loyalty. The analysis using the coefficient of
determination found that 65,3% Costumer loyalty variable can be explained by
the variation of he Product quality and Service quality, while 34,7% explained by
other variables that not included in this study.
Keywords : Product quality, Service quality, Costumer Loyalty.
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Universitas Sumatera Utara
ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk dan
kualitas pelayanan terhadap loyalitas konsumen. Dimana variabel independen
yang terdiri dari variabel kualitas produk dan variabel kualitas pelayanan yang
mepengaruhi variabel loyalitas konsumen sebagai variabel dependennya.
Penelitian ini dilakukan di rumah makan Putri di Jln. Abdul Hakim,
Kampung Susuk, Padang Bulan, Medan. Metode pengumpulan data pada
penelitian ini adalah dengan kuisioner yang diisi oleh responden yaitu konsumen
rumah makan Putri yang telah melakukan pembelian minimal 3 kali dalam
seminggu. Pengambilan sampel sebanyak 70 responden dalam peneliian ini
menggunakan metode simple random sampling. Variabel bebas dalam penelitian
ini terdiri dari kualitas produk dan kualitas pelayanan, sedangkan variabel
terikatnya adalah loyalitas konsumen. Analisis yang digunakan dalam penelitian
ini meliputi analisis angka indeks, uji validitas, uji reliabilitas, uji asumsi klasik,
analisis regresi linear berganda, dan pengujian hipotesis yang meliputi uji-t, uji-F
dan koefisien determinasi (R2).
Hasil analisis menggunakan regresi linear berganda dan dapat diketahui
bahwa variabel kualitas produk berpengaruh positif terhadap loyalitas konsumen
rumah makan Putri dan variabel kualitas pelayanan berpengaruh positif terhadap
loyalitas konsumen rumah makan Putri. Hasil analisis menggunakan uji t dapat
diketahui bahwa kualitas produk dan kualitas pelayanan berpengaruh positif dan
signifikan terhadap loyalitas konsumen rumah makan Putri. Hasil analisis
menggunakan koefisien determinasi diketahui bahwa 65,3% variabel loyalitas
konsumen dapat dijelaskan oleh variasi dari variabel kualitas produk dan kualitas
pelayanan, sedangkan 34,7% dijelaskan oleh variabel lain yang tidak terdapat
dalam penelitian ini.
Kata kunci : Kualitas Produk, Kualitas Pelayanan, Loyalitas Konsumen.
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DAFTAR ISI
halaman
ABSRACT ........................................................................................................... i
ABSTRAK ......................................................................................................... ii
DAFTAR ISI ...................................................................................................... iii
DAFTAR TABEL ............................................................................................. vii
DAFTAR GAMBAR ......................................................................................... viii
DAFAR LAMPIRAN ........................................................................................ ix
BAB I PENDAHULUAN .................................................................................. 1
1.1 Latar Belakang ....................................................................................... 1
1.2 Rumusan Masalah .................................................................................. 5
1.3 Tujuan Penelitian ................................................................................... 5
1.4 Manfaat Penelitian ................................................................................ 6
BAB II LANDASAN TEORITIS ..................................................................... 7
2.1 Penelitian Terdahulu .............................................................................. 7
2.2 Pengertian Kualitas ................................................................................ 8
2.3 Kualitas Produk ...................................................................................... 11
2.3.1 Pengertian Produk ..................................................................... 11
2.3.2 Pengertian Kualitas Produk ....................................................... 12
2.4 Kualitas Pelayanan ................................................................................. 16
2.4.1 Pengertian Jasa atau Pelayanan ................................................. 16
2.4.2 Pengertian Kualitas Pelayanan .................................................. 17
2.4.3 Dimensi Kualitas Pelayanan ...................................................... 18
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2.5 Loyalitas Konsumen .............................................................................. 20
2.5.1 Pengertian Loyalitas Konsumen ................................................ 20
2.5.2 Merancang dan Menciptakan Loyalitas Konsumen .................. 21
2.5.3 Tingkatan Loyalitas Konsumen ................................................. 23
2.5.4 Dimensi Loyalitas Konsumen ................................................... 26
2.5.5 Jenis-jenis Loyalitas Konsumen ................................................ 27
2.6 Hubungan antar Variabel ....................................................................... 28
2.6.1 Kualitas Produk dan Hubungannya dengan Loyalitas
Konsumen ................................................................................ 28
2.6.2 Kualitas Pelayanan dan Hubungannya dengan Loyalitas
Konsumen ................................................................................. 29
2.7 Kerangka Pemikiran............................................................................... 30
2.8 Hipotesis ................................................................................................ 30
BAB III METODE PENELITIAN .................................................................. 32
3.1 Bentuk Penelitian ................................................................................... 32
3.2 Variabel Penelitian dan Defenisi Operasional ....................................... 32
3.2.1 Variabel Penelitian .................................................................... 32
3.2.2 Defenisi Operasional ................................................................. 33
3.2.2.1 Loyalitas pelanggan ........................................................... 33
3.2.2.2 Kualitas Produk.................................................................. 34
3.2.2.3 Kualitas Pelayanan ............................................................. 35
3.3 Lokasi Penelitian .................................................................................... 35
3.4 Populasi dan Sampel .............................................................................. 35
3.4.1 Populasi ..................................................................................... 35
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3.4.2 Sampel ....................................................................................... 36
3.4.2.1 Teknik Pengumpulan Sampel ............................................ 36
3.5 Teknik Pengumpulan Data ..................................................................... 37
3.6 Teknik Pengukuran Skor........................................................................ 39
3.7 Metode Analisis Data ............................................................................. 40
3.7.1 Analisis Angka Indeks ............................................................... 40
3.7.2 Uji Validitas............................................................................... 42
3.7.3 Uji Reliabilitas ........................................................................... 43
3.7.4 Uji Asumsi Klasik ..................................................................... 43
3.7.4.1 Uji Normalitas.................................................................... 43
3.7.4.2 Uji Multikolineritas............................................................ 43
3.7.4.3 Uji Heteroskedasitas .......................................................... 44
3.7.5 Analisis Regresi Berganda......................................................... 44
3.7.6 Uji Hipotesis .............................................................................. 45
3.7.6.1 Uji Signifikan Parsial (Uji-t).............................................. 45
3.7.6.2 Uji Signifikan Simultan (Uji-F) ........................................ 45
3.7.6.3 Uji Koefisien Determinasi (R2).......................................... 46
BAB IV HASIL DAN PEMBAHASAN .......................................................... 47
4.1 Deskripsi Lokasi Penelitian ................................................................... 47
4.1.1 Gambaran Umum Usaha ........................................................... 47
4.1.2 Deskripsi Responden ................................................................. 49
4.1.2.1 berdasarkan Jenis Kelamin ................................................ 49
4.1.2.2 Berdsarkan Usia ................................................................. 50
4.1.2.3 Berdasarkan Pekerjaan ....................................................... 51
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4.1.2.4 Berdasarkan Sumber Informasi ......................................... 52
4.1.2.5 Berdasarkan Frekuensi Pembelian ..................................... 53
4.2 Analisis Data .......................................................................................... 53
4.2.1 Analisis Angka Indeks ............................................................... 53
4.2.1.1 Tanggapan Responden Mengenai Kualitas Produk ........... 54
4.2.1.2 Tanggapan Responden Meengenai Kualitas Pelayanan .... 55
4.2.1.3 Tanggapan Responden Mengenai Loyalitas Konsumen .... 56
4.2.2 Uji Insrumen .............................................................................. 58
4.2.2.1 Uji Validitas ....................................................................... 58
4.2.2.2 Uji Reliabilias .................................................................... 59
4.2.3 Uji Asumsi Klasik ..................................................................... 60
4.2.3.1 Uji Normalitas.................................................................... 60
4.2.3.2 Uji Multikolinearitas .......................................................... 62
4.2.3.3 Uji Heterokedastisitas ........................................................ 63
4.2.4 Analisis Regresi Linear Berganda ............................................. 64
4.2.5 Uji Hipoesis ............................................................................... 66
4.2.5.1 Uji Signifikan Parsial (Uji-t).............................................. 66
4.2.5.2 Uji Signifikan Simultan (Uji-F) ......................................... 68
4.2.5.3 Uji Koefisien Determinasi (R2).......................................... 69
BAB V PENUTUP ............................................................................................. 71
5.1 Kesimpulan ............................................................................................ 71
5.2 Saran ...................................................................................................... 72
DAFTAR PUSAKA........................................................................................... 74
LAMPIRAN ....................................................................................................... 75
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DAFTAR TABEL
Tabel 3.1 Skala Likert ......................................................................................... 39
Tabel 4.1 Jenis Produk Rumah Makan Putri ....................................................... 48
Tabel 4.2 Berdasarkan Jenis Kelamin Responden .............................................. 49
Tabel 4.3 Berdasarkan Usia Responden ............................................................. 50
Tabel 4.4 Berdasarkan Pekerjaan Responden ..................................................... 51
Tabel 4.5 Berdasarkan sumber Informasi Tentang Rumah Makan Putri ............ 52
Tabel 4.6 Berdasarkan Frekuensi Pembelian Dalam Seminggu ......................... 53
Tabel 4.7 Tanggapan Responden Mengenai Kualitas Produk ............................ 54
Tabel 4.8 Tanggapan Responden Mengenai Kualitas Pelayanan ....................... 55
Tabel 4.9 Tanggapan Responden Mengenai Loyalitas Konsumen ..................... 57
Tabel 4.10 Hasil Uji Validitas............................................................................. 59
Tabel 4.11 Hasil Uji Realibilitas ......................................................................... 60
Tabel 4.12 Hasil Uji Multikolinearitas................................................................ 63
Tabel 4.13 Hasil Analisis Regreasi Linear Berganda ......................................... 65
Tabel 4.14 Hasil Uji-t .......................................................................................... 67
Tabel 4.15 Hasil Uji-F......................................................................................... 69
Tabel 4.16 Hasil Uji Koefisien Detreminasi (R2) ............................................... 70
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DAFTAR GAMBAR
Gambar 2.1 Karakteristik Jasa ........................................................................... 17
Gambar 2.2 Dimensi Loyalitas Konsumen ......................................................... 26
Gambar 2.3 Kerangka Pemikiran Teoritis .......................................................... 30
Gambar 4.1 Grafik Histogram Uji Normalitas .................................................... 61
Gambar 4.2 Grafik Normal P-Plot ...................................................................... 62
Gambar 4.3 Grafik Scatterplot ............................................................................ 64
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DAFTAR LAMPIRAN
Lampiran 1 Kuisioner ......................................................................................... 77
Lampiran 2 Hasil Angket Kuisioner ................................................................... 78
Lampiran 3 Tabel Frekuensi ............................................................................... 81
Lampiran 4 Uji Instrumen ................................................................................... 84
Lampiran 5 Uji Asumsi Klasik ........................................................................... 86
Lampiran 6 Uji Regresi Linear Berganda ........................................................... 88
Lampiran 7 Uji Hipotesis .................................................................................... 89
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TERHADAP LOYALITAS KONSUMEN PADA
RUMAH MAKAN PUTRI DI JLN.ABDUL HAKIM,
KAMPUNG SUSUK, PADANG BULAN, MEDAN
SKRIPSI
Oleh :
IRWAN WIRANDI SIBURIAN
100907043
DEPARTEMEN ILMU ADMINISTRASI NIAGA/BISNIS
FAKULTAS ILMU SOSIAL DAN ILMU POLITIK
UNIVERSITAS SUMATERA UTARA
MEDAN
2015
Universitas Sumatera Utara
ABSTRACT
This study aims to determine the influence of Product quality and Service
quality on Costumer loyalty. Where is the independent variable consist of Product
quality variable and Service quality variable influences Costumer Loyalty
variable as the dependents variable.
This research was conducted at Putri’s Restaurant on the Abdul Hakim
Street, Kampung Susuk, Padang Bulan, Medan. Methods of data collection in this
study is questionnaires filled out by the respondents are consumers of Putri’s
Restaurant that have been bought at least three times in week. Taking sample of
70 respondents in this study using a simple random sampling method. The
independent variables in this study consisted of Product quality and Service
quality, while the dependent variable is Costumer loyalty. The analysis used in
this research include analysis of index number, validation test, reliability test, the
classical assumption test, multiple linear regression analysis and hypothesis test
including t-test, F-test, and coefficient of determination of analysis (R2).
Result using linear regression analysis showed that Product quality
variable has positive influence on Costumer loyalty and the variable Service
quality has positive influence on Costumer loyalty. Result of analysis using t-test
can be known that Product quality and Service quality has positive and
significantly impact on Costumer loyalty. The analysis using the coefficient of
determination found that 65,3% Costumer loyalty variable can be explained by
the variation of he Product quality and Service quality, while 34,7% explained by
other variables that not included in this study.
Keywords : Product quality, Service quality, Costumer Loyalty.
i
Universitas Sumatera Utara
ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk dan
kualitas pelayanan terhadap loyalitas konsumen. Dimana variabel independen
yang terdiri dari variabel kualitas produk dan variabel kualitas pelayanan yang
mepengaruhi variabel loyalitas konsumen sebagai variabel dependennya.
Penelitian ini dilakukan di rumah makan Putri di Jln. Abdul Hakim,
Kampung Susuk, Padang Bulan, Medan. Metode pengumpulan data pada
penelitian ini adalah dengan kuisioner yang diisi oleh responden yaitu konsumen
rumah makan Putri yang telah melakukan pembelian minimal 3 kali dalam
seminggu. Pengambilan sampel sebanyak 70 responden dalam peneliian ini
menggunakan metode simple random sampling. Variabel bebas dalam penelitian
ini terdiri dari kualitas produk dan kualitas pelayanan, sedangkan variabel
terikatnya adalah loyalitas konsumen. Analisis yang digunakan dalam penelitian
ini meliputi analisis angka indeks, uji validitas, uji reliabilitas, uji asumsi klasik,
analisis regresi linear berganda, dan pengujian hipotesis yang meliputi uji-t, uji-F
dan koefisien determinasi (R2).
Hasil analisis menggunakan regresi linear berganda dan dapat diketahui
bahwa variabel kualitas produk berpengaruh positif terhadap loyalitas konsumen
rumah makan Putri dan variabel kualitas pelayanan berpengaruh positif terhadap
loyalitas konsumen rumah makan Putri. Hasil analisis menggunakan uji t dapat
diketahui bahwa kualitas produk dan kualitas pelayanan berpengaruh positif dan
signifikan terhadap loyalitas konsumen rumah makan Putri. Hasil analisis
menggunakan koefisien determinasi diketahui bahwa 65,3% variabel loyalitas
konsumen dapat dijelaskan oleh variasi dari variabel kualitas produk dan kualitas
pelayanan, sedangkan 34,7% dijelaskan oleh variabel lain yang tidak terdapat
dalam penelitian ini.
Kata kunci : Kualitas Produk, Kualitas Pelayanan, Loyalitas Konsumen.
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Universitas Sumatera Utara
DAFTAR ISI
halaman
ABSRACT ........................................................................................................... i
ABSTRAK ......................................................................................................... ii
DAFTAR ISI ...................................................................................................... iii
DAFTAR TABEL ............................................................................................. vii
DAFTAR GAMBAR ......................................................................................... viii
DAFAR LAMPIRAN ........................................................................................ ix
BAB I PENDAHULUAN .................................................................................. 1
1.1 Latar Belakang ....................................................................................... 1
1.2 Rumusan Masalah .................................................................................. 5
1.3 Tujuan Penelitian ................................................................................... 5
1.4 Manfaat Penelitian ................................................................................ 6
BAB II LANDASAN TEORITIS ..................................................................... 7
2.1 Penelitian Terdahulu .............................................................................. 7
2.2 Pengertian Kualitas ................................................................................ 8
2.3 Kualitas Produk ...................................................................................... 11
2.3.1 Pengertian Produk ..................................................................... 11
2.3.2 Pengertian Kualitas Produk ....................................................... 12
2.4 Kualitas Pelayanan ................................................................................. 16
2.4.1 Pengertian Jasa atau Pelayanan ................................................. 16
2.4.2 Pengertian Kualitas Pelayanan .................................................. 17
2.4.3 Dimensi Kualitas Pelayanan ...................................................... 18
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2.5 Loyalitas Konsumen .............................................................................. 20
2.5.1 Pengertian Loyalitas Konsumen ................................................ 20
2.5.2 Merancang dan Menciptakan Loyalitas Konsumen .................. 21
2.5.3 Tingkatan Loyalitas Konsumen ................................................. 23
2.5.4 Dimensi Loyalitas Konsumen ................................................... 26
2.5.5 Jenis-jenis Loyalitas Konsumen ................................................ 27
2.6 Hubungan antar Variabel ....................................................................... 28
2.6.1 Kualitas Produk dan Hubungannya dengan Loyalitas
Konsumen ................................................................................ 28
2.6.2 Kualitas Pelayanan dan Hubungannya dengan Loyalitas
Konsumen ................................................................................. 29
2.7 Kerangka Pemikiran............................................................................... 30
2.8 Hipotesis ................................................................................................ 30
BAB III METODE PENELITIAN .................................................................. 32
3.1 Bentuk Penelitian ................................................................................... 32
3.2 Variabel Penelitian dan Defenisi Operasional ....................................... 32
3.2.1 Variabel Penelitian .................................................................... 32
3.2.2 Defenisi Operasional ................................................................. 33
3.2.2.1 Loyalitas pelanggan ........................................................... 33
3.2.2.2 Kualitas Produk.................................................................. 34
3.2.2.3 Kualitas Pelayanan ............................................................. 35
3.3 Lokasi Penelitian .................................................................................... 35
3.4 Populasi dan Sampel .............................................................................. 35
3.4.1 Populasi ..................................................................................... 35
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3.4.2 Sampel ....................................................................................... 36
3.4.2.1 Teknik Pengumpulan Sampel ............................................ 36
3.5 Teknik Pengumpulan Data ..................................................................... 37
3.6 Teknik Pengukuran Skor........................................................................ 39
3.7 Metode Analisis Data ............................................................................. 40
3.7.1 Analisis Angka Indeks ............................................................... 40
3.7.2 Uji Validitas............................................................................... 42
3.7.3 Uji Reliabilitas ........................................................................... 43
3.7.4 Uji Asumsi Klasik ..................................................................... 43
3.7.4.1 Uji Normalitas.................................................................... 43
3.7.4.2 Uji Multikolineritas............................................................ 43
3.7.4.3 Uji Heteroskedasitas .......................................................... 44
3.7.5 Analisis Regresi Berganda......................................................... 44
3.7.6 Uji Hipotesis .............................................................................. 45
3.7.6.1 Uji Signifikan Parsial (Uji-t).............................................. 45
3.7.6.2 Uji Signifikan Simultan (Uji-F) ........................................ 45
3.7.6.3 Uji Koefisien Determinasi (R2).......................................... 46
BAB IV HASIL DAN PEMBAHASAN .......................................................... 47
4.1 Deskripsi Lokasi Penelitian ................................................................... 47
4.1.1 Gambaran Umum Usaha ........................................................... 47
4.1.2 Deskripsi Responden ................................................................. 49
4.1.2.1 berdasarkan Jenis Kelamin ................................................ 49
4.1.2.2 Berdsarkan Usia ................................................................. 50
4.1.2.3 Berdasarkan Pekerjaan ....................................................... 51
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4.1.2.4 Berdasarkan Sumber Informasi ......................................... 52
4.1.2.5 Berdasarkan Frekuensi Pembelian ..................................... 53
4.2 Analisis Data .......................................................................................... 53
4.2.1 Analisis Angka Indeks ............................................................... 53
4.2.1.1 Tanggapan Responden Mengenai Kualitas Produk ........... 54
4.2.1.2 Tanggapan Responden Meengenai Kualitas Pelayanan .... 55
4.2.1.3 Tanggapan Responden Mengenai Loyalitas Konsumen .... 56
4.2.2 Uji Insrumen .............................................................................. 58
4.2.2.1 Uji Validitas ....................................................................... 58
4.2.2.2 Uji Reliabilias .................................................................... 59
4.2.3 Uji Asumsi Klasik ..................................................................... 60
4.2.3.1 Uji Normalitas.................................................................... 60
4.2.3.2 Uji Multikolinearitas .......................................................... 62
4.2.3.3 Uji Heterokedastisitas ........................................................ 63
4.2.4 Analisis Regresi Linear Berganda ............................................. 64
4.2.5 Uji Hipoesis ............................................................................... 66
4.2.5.1 Uji Signifikan Parsial (Uji-t).............................................. 66
4.2.5.2 Uji Signifikan Simultan (Uji-F) ......................................... 68
4.2.5.3 Uji Koefisien Determinasi (R2).......................................... 69
BAB V PENUTUP ............................................................................................. 71
5.1 Kesimpulan ............................................................................................ 71
5.2 Saran ...................................................................................................... 72
DAFTAR PUSAKA........................................................................................... 74
LAMPIRAN ....................................................................................................... 75
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DAFTAR TABEL
Tabel 3.1 Skala Likert ......................................................................................... 39
Tabel 4.1 Jenis Produk Rumah Makan Putri ....................................................... 48
Tabel 4.2 Berdasarkan Jenis Kelamin Responden .............................................. 49
Tabel 4.3 Berdasarkan Usia Responden ............................................................. 50
Tabel 4.4 Berdasarkan Pekerjaan Responden ..................................................... 51
Tabel 4.5 Berdasarkan sumber Informasi Tentang Rumah Makan Putri ............ 52
Tabel 4.6 Berdasarkan Frekuensi Pembelian Dalam Seminggu ......................... 53
Tabel 4.7 Tanggapan Responden Mengenai Kualitas Produk ............................ 54
Tabel 4.8 Tanggapan Responden Mengenai Kualitas Pelayanan ....................... 55
Tabel 4.9 Tanggapan Responden Mengenai Loyalitas Konsumen ..................... 57
Tabel 4.10 Hasil Uji Validitas............................................................................. 59
Tabel 4.11 Hasil Uji Realibilitas ......................................................................... 60
Tabel 4.12 Hasil Uji Multikolinearitas................................................................ 63
Tabel 4.13 Hasil Analisis Regreasi Linear Berganda ......................................... 65
Tabel 4.14 Hasil Uji-t .......................................................................................... 67
Tabel 4.15 Hasil Uji-F......................................................................................... 69
Tabel 4.16 Hasil Uji Koefisien Detreminasi (R2) ............................................... 70
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DAFTAR GAMBAR
Gambar 2.1 Karakteristik Jasa ........................................................................... 17
Gambar 2.2 Dimensi Loyalitas Konsumen ......................................................... 26
Gambar 2.3 Kerangka Pemikiran Teoritis .......................................................... 30
Gambar 4.1 Grafik Histogram Uji Normalitas .................................................... 61
Gambar 4.2 Grafik Normal P-Plot ...................................................................... 62
Gambar 4.3 Grafik Scatterplot ............................................................................ 64
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DAFTAR LAMPIRAN
Lampiran 1 Kuisioner ......................................................................................... 77
Lampiran 2 Hasil Angket Kuisioner ................................................................... 78
Lampiran 3 Tabel Frekuensi ............................................................................... 81
Lampiran 4 Uji Instrumen ................................................................................... 84
Lampiran 5 Uji Asumsi Klasik ........................................................................... 86
Lampiran 6 Uji Regresi Linear Berganda ........................................................... 88
Lampiran 7 Uji Hipotesis .................................................................................... 89
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