Pengaruh Lokasi dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan Pada Grand Keude Kupie Ulee Kareng dan Gayo di Kota Medan
Lampiran 1 : Kuisioner Penelitian
No:
PengaruhLokasi dan Kualitas Pelayanan Terhadap Kepuasan
Pelanggan Dalam Membentuk Loyalitas Pelanggan
Untukmengetahuiseberapabesarpengaruh lokasi dan kualitas pelayanan
terhadap kepuasan pelanggan dalam membentuk loyalitas pelangganmaka
dibutuhkan pendapatdarirespondenuntukmelengkapipenelitianini.
UntukitusayamengaharapkankesedianSaudarauntukmengisikuesioner
yangsayaberikan.Atas bantuandankesediaannyasayaucapkanterimakasih.
I. Identitas Responden
Nama
:
Usia
:
Jenis Kelamin :
a. Laki-laki
b. Perempuan
Pekerjaan
:
a. Wiraswasta
b. Pegawai Negeri/BUMN
c. Pegawai Swasta d. Pelajar/Mahasiswa
d. Ibu Rumah Tangga
Sudah melakukan kunjungan : a. < 2 kali
b. > 2 kali
II. Petunjuk Pengisian
Berilahtandachecklist(√)yangpalingsesuaidenganpendapatSaudara.
respondenhanyadiperbolehkanmemilihsatujawaban.
Keterangan Skor :
Sangat Setuju(SS)
Setuju (S)
Netral(N)
Tidak Setuju(TS)
Sangat Tidak Setuju (STS)
Setiap
: diberi skor5
: diberi skor4
: diberiskor3
: diberi skor2
: diberi skor1
III. Daftar Pernyataan
Variabel Lokasi (X1)
No
Pernyatan
LokasiGrand Keude Kupie
1.
Ulee Kareng di Jalan Sei
Serayu mudah dijangkau
Lokasi Grand Keude Kupie
2.
Ulee Kareng di Jalan Sei
Serayudekatdengan pusat
keramaian
SS
S
N
TS
STS
126
Universitas Sumatera Utara
3.
Grand Keude Kupie Ulee
Kareng di Jalan Sei Serayu
menyediakan area parkir yang
luas untuk seluruh pengunjung
4.
Sayamerasa nyaman
denganlokasiGrand Keude
Kupie Ulee Kareng di Jalan Sei
Serayu
Variabel Bukti Fisik (X2)
No
1.
2.
Pernyataan
Grand Keude Kupie Ulee
Kareng memiliki kebersihan
ruangan yang baik
Karyawan Grand Keude Kupie
Ulee Kareng berpenampilan
rapi
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
Variabel Kehandalan (X3)
No
1.
2.
Pernyataan
Karyawan Grand Keude Kupie
Ulee Kareng memiliki
pengetahuan menegnai produk
yang ditawarkan
Karyawan Grand Keude Kupie
Ulee Kareng memiliki
kehandalan dalam penyampain
jasa dari awal hingga akhir
Variabel Daya Tanggap (X4)
No
1.
. 2.
Pernyataan
Karyawan Grand Keude Kupie
Ulee Kareng sigap dalam
melayani
Karyawan Grand Keude Kupie
Ulee Kareng cepattanggap
dalam menyelesaikankeluhan
Variabel Jaminan (X5)
127
Universitas Sumatera Utara
No
. 1.
. 2.
Pernyataan
Grand Keude Kupie Ulee Kareng
menggunakan bahan makanan yang
masih segar dan layak untuk
digunakan
SS
S
N
TS
STS
Grand Keude Kupie Ulee Kareng
menggunakanbahanmakananyangtidak
berbahayabagi parakonsumen
Variabel Empati (X6)
No
. 1.
. 2.
Pernyataan
SS
Karyawan Grand Keude Kupie
Ulee Kareng memberikan
perhatian secara penuh
kepadakonsumen
Pelayananyangdiberikan
Grand Keude Kupie Ulee
Kareng kepadakonsumentanpa
memandangstatussocial
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
Variabel Kepuasan Pelangggan (Z)
No
1
2
3
Pernyataan
Saya merasapelayanan
karyawan Grand Keude Kupie
Ulee Kareng Telah memenuhi
harapan saya
Saya merasa kebutuhan saya
sudah dipenuhi oleh pihak
Grand Keude Kupie Ulee
Kareng
Saya merasa harapan saya
sudah dipenuhi oleh pihak
Grand Keude Kupie Ulee
Kareng
Variabel Loyalitas Pelanggan (Y)
No
Pernyataan
128
Universitas Sumatera Utara
1
2
3
4
Saya tidak akan berpindah ke
coffee shop lain
Saya selalu berminat untuk
datang kembali ke Grand
Keude Kupie Ulee Kareng
Saya selalu menyukai produk
yang disediakan oleh pihak
Grand Keude Kupie Ulee
Kareng
Saya merekomendasikan
teman,keluarga atau relasi
untuk berkunjung ke Grand
Keude Kupie Ulee Kareng
Demikian akhir dari kuisioner ini.Terimakasih atas waktu yang telah anda
luangkan dan kerjasama yang baik.
Lampiran 2
TABULASI JAWABAN RESPONDEN (UJI VALIDITAS DAN
RELIABILITAS)
129
Universitas Sumatera Utara
N
o
Tabulasi Jawaban Responden
No Item Pernyataan
r 1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2
e
0 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8
s
1 5 5 4 5 4 4 5 4 5 5 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5
2 5 5 5 5 4 5 5 5 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5
3 4 5 5 5 5 4 5 5 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5
4 4 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5
5 4 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5
6 5 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5
7 5 5 5 4 4 4 5 4 5 4 5 5 5 5 5 5 5 5 4 5 5 5 4 4 5 5 5 5
8 5 5 5 5 4 5 5 4 5 5 5 5 4 5 5 5 4 5 4 4 5 5 4 5 5 5 5 4
9 5 5 5 5 4 5 5 5 5 4 5 5 4 4 5 5 4 5 4 5 5 5 5 5 5 5 5 4
1 5 5 5 5 5 4 4 5 5 4 5 4 4 5 5 5 5 4 4 4 5 5 5 5 5 5 4 5
0
1 4 5 5 5 5 4 5 5 5 4 4 5 4 5 5 5 4 4 4 4 5 5 4 5 5 5 5 4
1
1 4 5 5 4 5 4 5 4 5 4 4 5 5 4 5 5 5 4 5 4 5 4 5 5 5 5 5 5
2
1 5 5 5 5 5 5 4 5 5 4 4 5 5 4 5 5 4 4 5 5 4 5 5 5 4 5 4 4
3
1 5 5 5 5 5 5 4 5 5 4 4 4 5 4 5 5 5 5 5 5 4 5 5 5 4 5 5 5
4
1 3 5 5 4 5 5 4 4 5 5 4 5 5 4 5 5 5 5 5 5 4 4 5 5 4 5 5 5
5
1 4 5 5 5 5 5 5 4 5 5 4 4 5 5 5 5 5 5 5 5 4 5 5 5 4 5 5 5
6
1 4 5 5 4 4 5 5 4 5 5 5 4 5 4 5 5 5 4 4 5 5 5 5 4 4 5 5 5
7
1 5 5 5 3 4 5 5 4 5 5 4 4 5 4 5 5 5 5 5 5 5 5 5 4 5 5 5 5
8
130
Universitas Sumatera Utara
1 5 5 5 4 4 4 5 4 5 5 5 4 5 5 5 5 5 4 4 4 5 5 5 4 5 5 5 5
9
2 5 5 5 4 5 4 5 5 5 5 4 5 5 4 5 5 5 4 5 4 5 5 4 5 5 5 5 5
0
2 5 5 5 5 5 4 4 4 5 4 5 4 5 4 5 5 5 4 5 4 5 5 5 5 5 5 5 5
1
2 5 5 5 4 5 4 5 5 5 4 4 4 5 4 5 5 4 4 5 5 4 5 5 5 5 5 5 4
2
2 5 5 5 5 4 5 5 4 5 4 4 4 5 4 4 5 4 4 4 5 5 4 4 5 5 5 5 5
3
2 4 5 5 4 4 5 5 4 5 4 5 5 5 4 5 5 4 5 5 5 5 4 5 5 5 5 4 5
4
2 4 5 5 4 4 5 5 4 5 4 4 5 5 5 4 5 4 5 5 4 5 4 4 5 5 5 4 4
5
2 4 4 5 5 4 5 5 5 5 5 4 5 4 5 4 5 5 5 5 5 4 5 4 4 4 5 4 5
6
2 4 5 5 5 5 4 5 4 5 5 4 5 4 5 5 5 5 5 5 4 4 5 4 5 5 5 5 4
7
2 5 5 5 5 4 5 4 4 5 5 5 5 4 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5
8
2 5 4 5 4 5 4 4 4 5 5 4 4 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5
9
3 5 4 5 4 5 4 5 4 5 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
0
Lampiran 3
Hasil Validitas dan Reabilitas
Uji validitas variabel X1 (lokasi)
131
Universitas Sumatera Utara
Correlations
P1
Pearson Correlation
P1
1
Sig. (2-tailed)
,305
,000
75
75
75
75
1
*
-,064
,029
,585
,000
75
75
75
75
75
-,111
,252
*
1
,100
,344
,029
75
75
Pearson Correlation
,120
Sig. (2-tailed)
Sig. (2-tailed)
Sig. (2-tailed)
,484
**
**
,000
75
75
75
-,064
,100
1
,305
,585
,393
75
75
75
75
75
**
**
**
**
1
N
Pearson Correlation
,501
,393
N
Total X1
,344
,252
,392
**
,063
,063
Pearson Correlation
p4
Total X1
,120
-,216
N
p4
-,111
75
Pearson Correlation
P3
P3
-,216
Sig. (2-tailed)
N
P2
P2
,392
,501
,484
**
,000
,636
,000
,000
,000
,000
75
75
75
75
N
,636
75
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Uji validitas variabel X2 (bukti fisik)
Correlations
P5
Pearson Correlation
P6
1
P7
P8
Total X2
*
,043
-,105
,283
,711
,371
,014
,675
**
P5
Sig. (2-tailed)
,000
132
Universitas Sumatera Utara
N
P6
75
75
75
75
Pearson Correlation
,043
1
-,013
-,100
Sig. (2-tailed)
,711
,913
,393
,000
N
75
75
75
-,105
-,013
1
-,036
,386
,371
,913
,757
,013
75
75
75
75
75
Pearson Correlation
,283
*
-,100
-,036
1
Sig. (2-tailed)
,014
,393
,757
75
75
75
75
75
**
**
*
**
1
Sig. (2-tailed)
N
Pearson Correlation
Total X2
**
75
N
P8
,408
75
Pearson Correlation
P7
75
Sig. (2-tailed)
N
,675
,408
,386
,640
*
**
,000
,640
,000
,000
,000
,000
75
75
75
75
75
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X3 (kehandalan)
Correlations
P9
P10
Pearson Correlation
P9
1
Sig. (2-tailed)
,371
,060
,007
75
75
75
75
-,105
1
,083
,371
N
Pearson Correlation
P11
Sig. (2-tailed)
Total X3
Sig. (2-tailed)
,610
**
,478
,000
75
75
75
75
-,218
,083
1
,060
,478
75
75
75
75
**
**
**
1
N
Pearson Correlation
,376
**
-,218
N
P10
Total X3
-,105
Sig. (2-tailed)
Pearson Correlation
P11
,376
,610
**
,000
,654
,000
,000
,000
75
75
75
N
,654
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X4 (daya tanggap)
Correlations
P12
P13
P14
Total X4
133
Universitas Sumatera Utara
Pearson Correlation
P12
1
Sig. (2-tailed)
N
Pearson Correlation
P13
Sig. (2-tailed)
,197
,000
75
75
75
1
**
-,298
,635
,368
**
,009
,002
75
75
75
75
Pearson Correlation
,151
**
1
Sig. (2-tailed)
,197
,009
75
75
75
75
**
**
**
1
N
Pearson Correlation
Total X4
,635
-,056
N
P14
,151
75
,678
**
-,056
Sig. (2-tailed)
,678
-,298
,368
**
,000
,570
,000
,000
,000
75
75
75
N
,570
75
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Uji validitas variabel X5 (jaminan)
P15
P16
Pearson Correlation
P15
1
,113
,631
,000
75
75
75
75
Pearson Correlation
,184
1
-,082
Sig. (2-tailed)
,113
Sig. (2-tailed)
Pearson Correlation
Sig. (2-tailed)
Total X5
Sig. (2-tailed)
,549
**
,485
,000
75
75
75
75
-,056
-,082
1
,631
,485
75
75
75
75
**
**
**
1
N
Pearson Correlation
,553
**
-,056
N
P17
Total X5
,184
N
P16
P17
,553
,549
**
,000
,631
,000
,000
,000
75
75
75
N
,631
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X6 (empati)
Correlations
P18
P19
P20
Total X6
134
Universitas Sumatera Utara
Pearson Correlation
P18
1
-,180
,070
,122
,000
75
75
75
75
Pearson Correlation
,211
1
,164
Sig. (2-tailed)
,070
Sig. (2-tailed)
N
P19
N
Pearson Correlation
P20
Sig. (2-tailed)
N
Pearson Correlation
Total X6
N
,640
**
,160
,000
75
75
75
75
-,180
,164
1
,122
,160
75
75
75
75
**
**
**
1
,664
Sig. (2-tailed)
,664
**
,211
,640
,510
**
,000
,510
,000
,000
,000
75
75
75
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel Z (kepuasan pelanggan)
Correlations
P21
Pearson Correlation
P21
Pearson Correlation
Sig. (2-tailed)
N
P23
Total Z
,049
,001
,002
,674
,994
,000
75
75
75
75
75
**
1
,143
-,065
,220
,580
,001
75
-,349
-,349
,002
75
75
75
Pearson Correlation
,049
,143
1
-,006
Sig. (2-tailed)
,674
,220
75
75
Pearson Correlation
,001
Sig. (2-tailed)
N
Pearson Correlation
Total Z
P24
75
N
P24
P23
**
1
Sig. (2-tailed)
N
P22
P22
Sig. (2-tailed)
N
,409
,364
,627
**
**
**
,959
,000
75
75
75
-,065
-,006
1
,994
,580
,959
75
75
75
75
75
**
**
**
**
1
,409
,364
,627
,482
**
,000
,482
,000
,000
,000
,000
75
75
75
75
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel Y (loyalitas pelanggan)
Correlations
135
Universitas Sumatera Utara
P25
Pearson Correlation
P25
P26
P26
Sig. (2-tailed)
,578
,005
,180
,000
75
75
75
75
75
-,065
1
-,075
,180
,365
,523
,121
,157
75
,578
N
Pearson Correlation
P27
N
Pearson Correlation
P28
Sig. (2-tailed)
N
Pearson Correlation
Total Y
75
75
75
**
-,075
1
-,029
,005
,523
75
75
-,156
N
,607
,700
**
**
,804
,000
75
75
75
,180
-,029
1
,180
,121
,804
75
,485
**
,000
75
75
75
75
**
,365
**
**
1
,000
,000
,000
,000
75
75
75
75
,607
Sig. (2-tailed)
,324
75
,324
Sig. (2-tailed)
Total Y
-,156
-,065
Sig. (2-tailed)
Pearson Correlation
P28
**
1
N
P27
,700
,485
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji reliabilitas variabel X1 (lokasi)
Case Processing Summary
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
,628
N of Items
5
Uji reliabilitas variabel X2 (bukti fisik)
Case Processing Summary
136
Universitas Sumatera Utara
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
,650
5
Uji reliabilitas variabel X3 (kehandalan
Case Processing Summary
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
,613
N of Items
4
Uji reliabilitas variabel X4 (daya tanggap)
Case Processing Summary
137
Universitas Sumatera Utara
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
,617
4
Uji reliabilitas variabel X5 (jaminan)
Case Processing Summary
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
,665
N of Items
4
Uji reliabilitas variabel X6 (empati)
Case Processing Summary
138
Universitas Sumatera Utara
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
,684
4
Uji reliabilitas variabel Z (kepuasan pelanggan)
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
,683
5
Uji reliabilitas variabel Y (loyalitas pelanggan)
Case Processing Summary
139
Universitas Sumatera Utara
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
,652
N of Items
5
LAMPIRAN 4
TABULASI FREKWENSI JAWABAN RESPONDEN VARIABEL
140
Universitas Sumatera Utara
(SAMPEL PENELITIAN)
Tabulasi jawaban responden
N
o
r
e
s
No item pernyataan
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2
0 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8
1 4 5 5 5 5 4 5 5 5 4 4 5 4 5 5 5 4 5 4 4 5 5 4 5 5 5 5 4
2 4 5 5 4 5 4 5 5 5 4 4 5 5 4 5 5 5 4 5 4 5 4 5 5 5 5 5 5
3 5 5 5 5 5 5 5 5 5 4 4 5 5 4 5 5 4 5 5 5 4 5 5 5 4 5 4 4
4 5 5 5 5 5 5 4 5 5 4 4 4 5 4 5 5 5 3 5 5 4 5 5 5 4 5 5 5
5 5 4 4 5 4 4 5 5 4 5 5 5 4 5 5 4 5 5 4 4 4 5 5 5 5 5 5 5
6 1 4 5 5 4 5 5 5 4 5 5 5 4 5 5 4 4 5 5 4 5 4 4 5 5 5 4 5
7 5 4 4 5 5 4 5 5 5 5 5 5 4 5 5 5 4 5 5 4 5 4 5 5 5 5 4 4
8 5 5 5 4 4 5 5 5 5 5 5 5 4 4 5 5 4 5 5 5 5 4 4 5 4 5 4 5
9 5 5 5 5 5 4 5 5 4 5 5 5 5 4 5 5 5 5 5 5 4 5 4 4 5 5 5 4
1 5 5 4 4 4 4 5 5 5 5 5 5 5 4 5 5 5 5 5 4 4 5 4 5 4 5 4 5
0
1 1 4 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4
1
2 5 4 4 4 5 5 5 5 5 5 5 5 5 5 5 4 4 5 5 4 5 4 5 5 5 5 5 5
1 5 5 5 5 5 5 5 4 4 5 5 5 5 5 5 5 4 5 4 4 5 5 4 5 5 5 5 4
3
1 3 5 5 5 4 5 5 5 5 4 5 5 4 4 5 5 4 4 4 5 5 5 5 5 5 5 5 4
4
1 5 5 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5 4 4 4 5 5 5 5 4 5 4 5
5
1 2 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 5 5 4 5 5 5 5 4
6
1 5 5 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
7
1 5 5 5 5 4 5 5 4 5 5 4 5 5 4 5 5 5 3 5 5 5 5 5 4 5 5 5 5
8
141
Universitas Sumatera Utara
1 3 5 5 4 4 5 5 4 5 5 4 4 5 3 5 5 5 4 4 4 5 5 5 4 5 5 5 5
9
2 5 5 5 4 4 5 5 3 5 5 4 4 5 4 5 5 5 4 5 4 5 5 4 5 5 5 5 5
0
2 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 4 5 4 5 5 5 5 5 5 5 5
1
2 2 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 4 5 5 4 5 5 5 5 5 5 4
2
2 3 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 4 4 4 5 5 4 4 5 5 5 5 5
3
2 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 4 5 5 5 5 4 5
4
2 4 5 5 4 4 5 5 4 5 4 4 4 5 5 4 5 4 5 5 4 5 4 4 5 5 5 4 4
5
2 4 5 5 5 4 5 5 5 5 5 4 5 4 5 4 5 5 5 5 5 4 5 4 4 4 5 4 5
6
2 4 5 5 5 4 4 5 4 5 5 5 5 4 5 5 5 5 5 5 4 4 5 4 5 5 5 5 4
7
2 3 5 5 4 4 5 4 4 5 5 4 5 4 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5
8
2 5 4 5 4 5 5 4 4 5 5 5 4 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5
9
3 2 4 5 4 5 5 5 4 5 5 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
0
3 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 4 5 5 5 5 5 5 5
1
3 5 5 5 5 5 5 5 5 5 4 5 5 4 5 5 4 5 5 5 4 5 4 4 5 5 5 4 5
2
3 5 4 5 5 5 5 5 4 5 5 5 5 4 5 5 5 4 5 5 5 5 4 5 5 5 5 4 4
3
4 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 4 5 4 4 5 4 5 4 5
3 5 4 5 5 5 5 5 4 5 5 5 5 4 5 5 5 4 5 5 5 4 5 4 4 5 5 5 4
5
3 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 4 5 4 5 5 5 5 5
6
3 3 5 4 5 4 4 5 4 5 5 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5
142
Universitas Sumatera Utara
7
3 5 5 5 5 4 5 5 4 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5
8
3 4 5 5 5 5 4 5 4 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5
9
4 4 5 5 5 3 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5
0
4 4 5 5 5 4 5 5 4 5 5 4 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5
1
4 5 5 5 4 4 5 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5
2
4 5 5 5 4 4 5 5 4 5 4 5 5 5 5 5 5 5 5 4 5 5 5 4 4 5 5 5 5
3
4 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5
4
4 5 5 5 5 5 5 5 5 5 5 4 4 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4 5
5
4 5 5 5 5 4 4 5 5 5 5 4 4 4 5 4 5 5 5 5 5 4 5 5 4 5 5 4 4
6
4 5 5 5 5 5 5 5 5 5 5 4 4 4 5 4 4 5 5 5 4 4 5 5 5 4 5 4 5
7
4 5 5 5 5 5 4 5 5 5 5 5 5 4 5 4 4 5 5 5 5 4 5 5 5 5 5 5 4
8
4 5 5 5 5 4 5 4 5 5 5 5 5 4 5 5 4 5 5 5 4 5 5 5 4 5 5 5 5
9
5 3 5 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 4 5 5 5 4 5 4 5 5 5 5
0
5 5 5 5 5 5 5 4 5 5 5 5 5 4 5 5 4 5 5 5 5 5 4 5 4 4 5 4 5
1
5 2 5 5 5 5 5 4 5 5 5 4 4 5 4 5 4 5 2 5 5 5 5 5 5 5 5 5 5
2
5 4 5 5 5 5 5 5 4 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
3
5 4 5 5 4 4 5 5 4 5 5 5 4 5 4 5 5 5 4 4 5 5 4 5 5 4 5 5 5
4
5 5 5 5 5 5 5 5 5 4 4 4 5 5 4 5 5 4 5 5 4 5 5 5 5 5 5 5 5
143
Universitas Sumatera Utara
5
5 5 5 5 5 5 5 5 5 5 4 5 5 5 3 5 5 5 5 5 5 5 4 5 5 4 5 5 4
6
5 5 5 5 5 5 5 5 5 4 4 5 4 4 4 4 4 4 4 4 4 5 5 5 5 4 5 5 5
7
5 5 5 5 5 5 4 4 4 5 4 3 4 5 5 5 5 4 5 5 4 5 5 4 5 4 5 5 5
8
5 5 5 5 4 4 4 5 5 5 4 4 4 5 4 5 5 4 5 5 4 5 5 5 5 5 5 5 4
9
6 5 5 5 5 4 5 5 4 5 5 4 4 5 4 5 5 4 5 5 4 4 5 5 5 5 4 5 4
0
6 4 5 5 4 4 5 5 4 5 4 5 3 5 4 5 5 5 5 5 5 4 5 5 5 5 5 5 5
1
6 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 5 4 5
2
6 5 4 5 5 5 5 5 5 4 5 5 5 5 5 4 5 5 4 5 5 5 5 5 4 5 5 4 4
3
6 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 4 4 5 4 5
4
6 5 4 5 5 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5 4 5 5 5 4 5 5 5 4
5
6 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5
6
6 3 4 5 5 5 5 5 5 4 5 5 4 5 5 5 5 3 4 4 4 5 5 5 5 5 5 5 5
7
6 2 5 5 5 5 5 5 4 4 5 4 4 4 5 4 4 4 5 5 4 5 5 5 5 5 5 5 5
8
6 5 4 5 5 5 5 5 4 5 5 5 5 4 5 5 5 4 5 5 4 5 5 5 5 4 5 5 4
9
7 5 5 5 5 5 5 5 4 5 5 4 5 5 4 5 5 4 5 5 4 5 5 5 5 4 5 5 5
0
7 3 4 5 5 5 5 5 5 4 5 5 5 5 4 5 5 4 5 5 5 4 5 5 4 4 5 5 5
1
7 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 5 5 4
2
7 5 4 5 5 5 4 5 5 5 4 5 5 5 5 5 5 5 4 5 5 4 5 5 5 4 5 4 5
144
Universitas Sumatera Utara
3
7 5 5 5 5 5 4 4 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5
4
5 3 4 5 5 5 5 4 5 5 4 5 4 5 5 5 5 5 5 5 4 5 4 5 4 5 5 5 5
LAMPIRAN 5
145
Universitas Sumatera Utara
ANALISIS DESKRIPTIF
1. Karakteristik Responden
Karakteristik Responden Berdasarkan Usia
Usia
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
19
1
1,3
1,3
1,3
20
5
6,7
6,7
8,0
21
2
2,7
2,7
10,7
22
10
13,3
13,3
24,0
23
11
14,7
14,7
38,7
24
9
12,0
12,0
50,7
25
9
12,0
12,0
62,7
26
4
5,3
5,3
68,0
27
8
10,7
10,7
78,7
28
7
9,3
9,3
88,0
29
6
8,0
8,0
96,0
30
3
4,0
4,0
100,0
75
100,0
100,0
Total
Karakteristik Responden Berdasarkan Jenis Kelamin
Jenis Kelamin
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
L
38
50,7
50,7
50,7
P
37
49,3
49,3
100,0
Total
75
100,0
100,0
Karakteristik Responden Berdasarkan Pekerjaan
146
Universitas Sumatera Utara
Pekerjaan
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
Mahasiswa
35
46,7
46,7
46,7
Pegawai BUMN
12
16,0
16,0
62,7
Pegawai Swasta
12
16,0
16,0
78,7
Wiraswasta
16
21,3
21,3
100,0
Total
75
100,0
100,0
Karakteristik Responden Berdasarkan Jumlah Kunjungan
Jumlah Kunjungan
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
> 2 kali
75
100,0
100,0
100,0
2. Frekuensi jawaban responden
Frekuensi Jawaban Responden Atas Variabel Lokasi (X)
P1
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
11
14,7
14,7
14,7
5
64
85,3
85,3
100,0
Total
75
100,0
100,0
P2
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
16
21,3
21,3
21,3
5
59
78,7
78,7
100,0
Total
75
100,0
100,0
P3
147
Universitas Sumatera Utara
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
5
6,7
6,7
6,7
5
70
93,3
93,3
100,0
Total
75
100,0
100,0
p4
Frequency
Percent
Valid Percent
Cumulative Percent
3
2
2,7
2,7
2,7
4
17
22,7
22,7
25,3
5
56
74,7
74,7
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Bukti Fisik
P5
Frequency
Percent
Valid Percent
Cumulative Percent
3
5
6,7
6,7
6,7
4
21
28,0
28,0
34,7
5
49
65,3
65,3
100,0
Total
75
100,0
100,0
Valid
P6
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
16
21,3
21,3
21,3
5
59
78,7
78,7
100,0
Total
75
100,0
100,0
P7
Frequency
Percent
Valid Percent
Cumulative Percent
148
Universitas Sumatera Utara
3
2
2,7
2,7
2,7
4
10
13,3
13,3
16,0
5
63
84,0
84,0
100,0
Total
75
100,0
100,0
Valid
P8
Frequency
Percent
Valid Percent
Cumulative Percent
3
7
9,3
9,3
9,3
4
21
28,0
28,0
37,3
5
47
62,7
62,7
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Kehandalan
P9
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
13
17,3
17,3
17,3
5
62
82,7
82,7
100,0
Total
75
100,0
100,0
P10
Frequency
Percent
Valid Percent
Cumulative Percent
3
1
1,3
1,3
1,3
4
19
25,3
25,3
26,7
5
55
73,3
73,3
100,0
Total
75
100,0
100,0
Valid
P11
Frequency
Percent
Valid Percent
Cumulative Percent
149
Universitas Sumatera Utara
3
8
10,7
10,7
10,7
4
27
36,0
36,0
46,7
5
40
53,3
53,3
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Daya Tanggap
P12
Frequency
Percent
Valid Percent
Cumulative Percent
3
4
5,3
5,3
5,3
4
23
30,7
30,7
36,0
5
48
64,0
64,0
100,0
Total
75
100,0
100,0
Valid
P13
Frequency
Percent
Valid Percent
Cumulative Percent
3
4
5,3
5,3
5,3
4
26
34,7
34,7
40,0
5
45
60,0
60,0
100,0
Total
75
100,0
100,0
Valid
P14
Frequency
Percent
Valid Percent
Cumulative Percent
3
5
6,7
6,7
6,7
4
23
30,7
30,7
37,3
5
47
62,7
62,7
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Jaminan
150
Universitas Sumatera Utara
P15
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
12
16,0
16,0
16,0
5
63
84,0
84,0
100,0
Total
75
100,0
100,0
P16
Frequency
Percent
Valid Percent
Cumulative Percent
3
2
2,7
2,7
2,7
4
11
14,7
14,7
17,3
5
62
82,7
82,7
100,0
Total
75
100,0
100,0
Valid
P17
Frequency
Percent
Valid Percent
Cumulative Percent
3
2
2,7
2,7
2,7
4
28
37,3
37,3
40,0
5
45
60,0
60,0
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Empati
P18
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
2
3
4,0
4,0
4,0
3
6
8,0
8,0
12,0
4
15
20,0
20,0
32,0
5
51
68,0
68,0
100,0
Total
75
100,0
100,0
151
Universitas Sumatera Utara
P19
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
11
14,7
14,7
14,7
5
64
85,3
85,3
100,0
Total
75
100,0
100,0
P20
Frequency
Percent
Valid Percent
Cumulative Percent
3
2
2,7
2,7
2,7
4
33
44,0
44,0
46,7
5
40
53,3
53,3
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Kepuasan Pelanggan
P21
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
22
29,3
29,3
29,3
5
53
70,7
70,7
100,0
Total
75
100,0
100,0
P22
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
17
22,7
22,7
22,7
5
58
77,3
77,3
100,0
Total
75
100,0
100,0
152
Universitas Sumatera Utara
P23
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
18
24,0
24,0
24,0
5
57
76,0
76,0
100,0
Total
75
100,0
100,0
P24
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
17
22,7
22,7
22,7
5
58
77,3
77,3
100,0
Total
75
100,0
100,0
Frekuensi Jawaban Responden Atas Variabel Loyalitas Pelanggan
P25
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
20
26,7
26,7
26,7
5
55
73,3
73,3
100,0
Total
75
100,0
100,0
P26
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
1
1,3
1,3
1,3
5
74
98,7
98,7
100,0
Total
75
100,0
100,0
P27
153
Universitas Sumatera Utara
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
22
29,3
29,3
29,3
5
53
70,7
70,7
100,0
Total
75
100,0
100,0
P28
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
23
30,7
30,7
30,7
5
52
69,3
69,3
100,0
Total
75
100,0
100,0
154
Universitas Sumatera Utara
LAMPIRAN 6
UJI ASUMSI KLASIK
1. UJI ASUMSI KLASIK PERSAMAAN I
A. Uji Normalitas
155
Universitas Sumatera Utara
One-SampleKolmogrov-Smirnov Test
Unstandardized
Residual
75
N
NormalParameters
a
.0000000
Mean
.68567710
Std.Deviation
MostExtremeDifferences
Absolute
.093
Positive
.080
Negative
-.093
Kolmogorov-SmirnovZ
.804
Asymp.Sig.(2-tailed)
.538
B. Uji Multikolonearitas
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
T
Sig.
Collinearity
Statistics
Coefficients
B
Std. Error
Beta
Toleranc
VIF
e
(Constant)
1
20,646
4,166
Lokasi
,020
,131
Bukti Fisik
,122
Kehandalan
Daya
Tanggap
Jaminan
Empati
4,956
,000
,019
,156
,877
,913
1,095
,115
,139
1,064
,291
,764
1,309
-,125
,136
-,111
-,922
,360
,899
1,112
-,141
,125
-,142
-1,127
,264
,824
1,214
,159
,133
,145
1,195
,236
,885
1,130
-,205
,111
-,222
-1,841
,070
,902
1,108
a. Dependent Variable: Kepuasan Pelanggan
156
Universitas Sumatera Utara
C. Uji Heteroskedasdisitas
2. UJI ASUMSI KLASIK PERSAMAAN II
A. Uji Normalitas
157
Universitas Sumatera Utara
One-Sample Kolmogorov-SmirnovTest
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N
Normal Parameters
75
a,b
Most Extreme Differences
Mean
0E-7
Std. Deviation
,77001629
Absolute
,097
Positive
,091
Negative
-,097
Kolmogorov-Smirnov Z
,837
Asymp. Sig. (2-tailed)
,485
a. Test distribution is Normal.
b. Calculated from data.
158
Universitas Sumatera Utara
B. Uji Heteroskedasdisitas
C. Uji Multikolonearitas
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
t
Sig.
Coefficients
B
(Constan
t)
1
Std. Error
13,788
2,162
,283
,114
Beta
6,376
,000
2,486
,015
Kepuasa
n
Pelangg
,279
an
a. Dependent Variable: Loyalitas Pelanggan
159
Universitas Sumatera Utara
LAMPIRAN 7
UJI HIPOTESIS PERSAMAAN I
1.Uji Regresi Linear Berganda
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
t
Sig.
Collinearity
Statistics
Coefficients
B
Std. Error
Beta
Toleranc
VIF
e
(Constant
4,956
,000
,019
,156
,147
,913
1,095
,115
,139
1,064
,021
,764
1,309
,125
,136
,111
,922
,001
,899
1,112
,141
,125
,142
1,127
,034
,824
1,214
Jaminan
,159
,133
,145
1,195
,036
,885
1,130
Empati
,205
,111
,222
1,841
,070
,902
1,108
)
Lokasi
Bukti Fisik
1
Kehandal
an
Daya
Tanggap
20,646
4,166
,020
,131
,122
a. Dependent Variable: Kepuasan Pelanggan
160
Universitas Sumatera Utara
2.UjiSignifikansi Parsial (Uji- t)
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
T
Sig.
Coefficients
B
(Constant
Beta
4,956
,000
,019
1,156
,147
,115
,139
2,539
,021
,125
,136
,111
1,998
,001
,141
,125
,142
2,947
,034
Jaminan
,159
,133
,145
2,195
,036
Empati
,205
,111
,222
3,841
,070
)
20,646
4,166
,020
,131
,122
Lokasi
Bukti Fisik
1
Std. Error
Kehandal
an
Daya
Tanggap
a. Dependent Variable: Kepuasan Pelanggan
3.Uji Signifikansi Simultan (Uji- f)
Model
1
SumofSquares
D
MeanSquare
6
15.65
Residual
125.20
9
34.79
66
.527
Tot
160.00
74
Regression
F
Sig
29.69
.000
a
a.Predictors:(Constant),Empati,BuktiFisik,Lokasi,Daya Tanggap,
Kehandalan,Jaminan
b.DependentVariable:Kepuasan Pelanggan
4.Uji Regresi Linear Sederhana
Coefficients
Model
Unstandardized Coefficients
a
Standardized
t
Sig.
Coefficients
B
1
(Constant)
13,788
Std. Error
2,162
Beta
6,376
,000
161
Universitas Sumatera Utara
Kepuasan
,283
Pelanggan
,114
,279
2,486
,005
a. Dependent Variable: Loyalitas Pelanggan
5. Uji Signifikansi Simultan (Uji- f)
b
ANOVA
Model
Sum of Squares
Regression
1
Df
Mean Square
F
8,810
7
1,259
Residual
41,270
67
,616
Total
50,080
74
2,043
Sig.
,042
a. Dependent Variable: Loyalitas Pelanggan
b. Predictors: (Constant), Kepuasan Pelanggan, Bukti Fisik, Kehandalan, Lokasi, Empati,
Jaminan, Daya Tanggap
6. Uji Signifikansi Parsial (Uji- t)
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
T
Sig.
Coefficients
B
(Constan
t)
1
Std. Error
13,788
2,162
,283
,114
Beta
6,376
,000
2,486
,015
Kepuasa
n
Pelangg
,279
an
a. Dependent Variable: Loyalitas Pelanggan
162
Universitas Sumatera Utara
No:
PengaruhLokasi dan Kualitas Pelayanan Terhadap Kepuasan
Pelanggan Dalam Membentuk Loyalitas Pelanggan
Untukmengetahuiseberapabesarpengaruh lokasi dan kualitas pelayanan
terhadap kepuasan pelanggan dalam membentuk loyalitas pelangganmaka
dibutuhkan pendapatdarirespondenuntukmelengkapipenelitianini.
UntukitusayamengaharapkankesedianSaudarauntukmengisikuesioner
yangsayaberikan.Atas bantuandankesediaannyasayaucapkanterimakasih.
I. Identitas Responden
Nama
:
Usia
:
Jenis Kelamin :
a. Laki-laki
b. Perempuan
Pekerjaan
:
a. Wiraswasta
b. Pegawai Negeri/BUMN
c. Pegawai Swasta d. Pelajar/Mahasiswa
d. Ibu Rumah Tangga
Sudah melakukan kunjungan : a. < 2 kali
b. > 2 kali
II. Petunjuk Pengisian
Berilahtandachecklist(√)yangpalingsesuaidenganpendapatSaudara.
respondenhanyadiperbolehkanmemilihsatujawaban.
Keterangan Skor :
Sangat Setuju(SS)
Setuju (S)
Netral(N)
Tidak Setuju(TS)
Sangat Tidak Setuju (STS)
Setiap
: diberi skor5
: diberi skor4
: diberiskor3
: diberi skor2
: diberi skor1
III. Daftar Pernyataan
Variabel Lokasi (X1)
No
Pernyatan
LokasiGrand Keude Kupie
1.
Ulee Kareng di Jalan Sei
Serayu mudah dijangkau
Lokasi Grand Keude Kupie
2.
Ulee Kareng di Jalan Sei
Serayudekatdengan pusat
keramaian
SS
S
N
TS
STS
126
Universitas Sumatera Utara
3.
Grand Keude Kupie Ulee
Kareng di Jalan Sei Serayu
menyediakan area parkir yang
luas untuk seluruh pengunjung
4.
Sayamerasa nyaman
denganlokasiGrand Keude
Kupie Ulee Kareng di Jalan Sei
Serayu
Variabel Bukti Fisik (X2)
No
1.
2.
Pernyataan
Grand Keude Kupie Ulee
Kareng memiliki kebersihan
ruangan yang baik
Karyawan Grand Keude Kupie
Ulee Kareng berpenampilan
rapi
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
Variabel Kehandalan (X3)
No
1.
2.
Pernyataan
Karyawan Grand Keude Kupie
Ulee Kareng memiliki
pengetahuan menegnai produk
yang ditawarkan
Karyawan Grand Keude Kupie
Ulee Kareng memiliki
kehandalan dalam penyampain
jasa dari awal hingga akhir
Variabel Daya Tanggap (X4)
No
1.
. 2.
Pernyataan
Karyawan Grand Keude Kupie
Ulee Kareng sigap dalam
melayani
Karyawan Grand Keude Kupie
Ulee Kareng cepattanggap
dalam menyelesaikankeluhan
Variabel Jaminan (X5)
127
Universitas Sumatera Utara
No
. 1.
. 2.
Pernyataan
Grand Keude Kupie Ulee Kareng
menggunakan bahan makanan yang
masih segar dan layak untuk
digunakan
SS
S
N
TS
STS
Grand Keude Kupie Ulee Kareng
menggunakanbahanmakananyangtidak
berbahayabagi parakonsumen
Variabel Empati (X6)
No
. 1.
. 2.
Pernyataan
SS
Karyawan Grand Keude Kupie
Ulee Kareng memberikan
perhatian secara penuh
kepadakonsumen
Pelayananyangdiberikan
Grand Keude Kupie Ulee
Kareng kepadakonsumentanpa
memandangstatussocial
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
Variabel Kepuasan Pelangggan (Z)
No
1
2
3
Pernyataan
Saya merasapelayanan
karyawan Grand Keude Kupie
Ulee Kareng Telah memenuhi
harapan saya
Saya merasa kebutuhan saya
sudah dipenuhi oleh pihak
Grand Keude Kupie Ulee
Kareng
Saya merasa harapan saya
sudah dipenuhi oleh pihak
Grand Keude Kupie Ulee
Kareng
Variabel Loyalitas Pelanggan (Y)
No
Pernyataan
128
Universitas Sumatera Utara
1
2
3
4
Saya tidak akan berpindah ke
coffee shop lain
Saya selalu berminat untuk
datang kembali ke Grand
Keude Kupie Ulee Kareng
Saya selalu menyukai produk
yang disediakan oleh pihak
Grand Keude Kupie Ulee
Kareng
Saya merekomendasikan
teman,keluarga atau relasi
untuk berkunjung ke Grand
Keude Kupie Ulee Kareng
Demikian akhir dari kuisioner ini.Terimakasih atas waktu yang telah anda
luangkan dan kerjasama yang baik.
Lampiran 2
TABULASI JAWABAN RESPONDEN (UJI VALIDITAS DAN
RELIABILITAS)
129
Universitas Sumatera Utara
N
o
Tabulasi Jawaban Responden
No Item Pernyataan
r 1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2
e
0 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8
s
1 5 5 4 5 4 4 5 4 5 5 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5
2 5 5 5 5 4 5 5 5 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5
3 4 5 5 5 5 4 5 5 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5
4 4 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5
5 4 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5
6 5 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5
7 5 5 5 4 4 4 5 4 5 4 5 5 5 5 5 5 5 5 4 5 5 5 4 4 5 5 5 5
8 5 5 5 5 4 5 5 4 5 5 5 5 4 5 5 5 4 5 4 4 5 5 4 5 5 5 5 4
9 5 5 5 5 4 5 5 5 5 4 5 5 4 4 5 5 4 5 4 5 5 5 5 5 5 5 5 4
1 5 5 5 5 5 4 4 5 5 4 5 4 4 5 5 5 5 4 4 4 5 5 5 5 5 5 4 5
0
1 4 5 5 5 5 4 5 5 5 4 4 5 4 5 5 5 4 4 4 4 5 5 4 5 5 5 5 4
1
1 4 5 5 4 5 4 5 4 5 4 4 5 5 4 5 5 5 4 5 4 5 4 5 5 5 5 5 5
2
1 5 5 5 5 5 5 4 5 5 4 4 5 5 4 5 5 4 4 5 5 4 5 5 5 4 5 4 4
3
1 5 5 5 5 5 5 4 5 5 4 4 4 5 4 5 5 5 5 5 5 4 5 5 5 4 5 5 5
4
1 3 5 5 4 5 5 4 4 5 5 4 5 5 4 5 5 5 5 5 5 4 4 5 5 4 5 5 5
5
1 4 5 5 5 5 5 5 4 5 5 4 4 5 5 5 5 5 5 5 5 4 5 5 5 4 5 5 5
6
1 4 5 5 4 4 5 5 4 5 5 5 4 5 4 5 5 5 4 4 5 5 5 5 4 4 5 5 5
7
1 5 5 5 3 4 5 5 4 5 5 4 4 5 4 5 5 5 5 5 5 5 5 5 4 5 5 5 5
8
130
Universitas Sumatera Utara
1 5 5 5 4 4 4 5 4 5 5 5 4 5 5 5 5 5 4 4 4 5 5 5 4 5 5 5 5
9
2 5 5 5 4 5 4 5 5 5 5 4 5 5 4 5 5 5 4 5 4 5 5 4 5 5 5 5 5
0
2 5 5 5 5 5 4 4 4 5 4 5 4 5 4 5 5 5 4 5 4 5 5 5 5 5 5 5 5
1
2 5 5 5 4 5 4 5 5 5 4 4 4 5 4 5 5 4 4 5 5 4 5 5 5 5 5 5 4
2
2 5 5 5 5 4 5 5 4 5 4 4 4 5 4 4 5 4 4 4 5 5 4 4 5 5 5 5 5
3
2 4 5 5 4 4 5 5 4 5 4 5 5 5 4 5 5 4 5 5 5 5 4 5 5 5 5 4 5
4
2 4 5 5 4 4 5 5 4 5 4 4 5 5 5 4 5 4 5 5 4 5 4 4 5 5 5 4 4
5
2 4 4 5 5 4 5 5 5 5 5 4 5 4 5 4 5 5 5 5 5 4 5 4 4 4 5 4 5
6
2 4 5 5 5 5 4 5 4 5 5 4 5 4 5 5 5 5 5 5 4 4 5 4 5 5 5 5 4
7
2 5 5 5 5 4 5 4 4 5 5 5 5 4 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5
8
2 5 4 5 4 5 4 4 4 5 5 4 4 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5
9
3 5 4 5 4 5 4 5 4 5 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
0
Lampiran 3
Hasil Validitas dan Reabilitas
Uji validitas variabel X1 (lokasi)
131
Universitas Sumatera Utara
Correlations
P1
Pearson Correlation
P1
1
Sig. (2-tailed)
,305
,000
75
75
75
75
1
*
-,064
,029
,585
,000
75
75
75
75
75
-,111
,252
*
1
,100
,344
,029
75
75
Pearson Correlation
,120
Sig. (2-tailed)
Sig. (2-tailed)
Sig. (2-tailed)
,484
**
**
,000
75
75
75
-,064
,100
1
,305
,585
,393
75
75
75
75
75
**
**
**
**
1
N
Pearson Correlation
,501
,393
N
Total X1
,344
,252
,392
**
,063
,063
Pearson Correlation
p4
Total X1
,120
-,216
N
p4
-,111
75
Pearson Correlation
P3
P3
-,216
Sig. (2-tailed)
N
P2
P2
,392
,501
,484
**
,000
,636
,000
,000
,000
,000
75
75
75
75
N
,636
75
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Uji validitas variabel X2 (bukti fisik)
Correlations
P5
Pearson Correlation
P6
1
P7
P8
Total X2
*
,043
-,105
,283
,711
,371
,014
,675
**
P5
Sig. (2-tailed)
,000
132
Universitas Sumatera Utara
N
P6
75
75
75
75
Pearson Correlation
,043
1
-,013
-,100
Sig. (2-tailed)
,711
,913
,393
,000
N
75
75
75
-,105
-,013
1
-,036
,386
,371
,913
,757
,013
75
75
75
75
75
Pearson Correlation
,283
*
-,100
-,036
1
Sig. (2-tailed)
,014
,393
,757
75
75
75
75
75
**
**
*
**
1
Sig. (2-tailed)
N
Pearson Correlation
Total X2
**
75
N
P8
,408
75
Pearson Correlation
P7
75
Sig. (2-tailed)
N
,675
,408
,386
,640
*
**
,000
,640
,000
,000
,000
,000
75
75
75
75
75
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X3 (kehandalan)
Correlations
P9
P10
Pearson Correlation
P9
1
Sig. (2-tailed)
,371
,060
,007
75
75
75
75
-,105
1
,083
,371
N
Pearson Correlation
P11
Sig. (2-tailed)
Total X3
Sig. (2-tailed)
,610
**
,478
,000
75
75
75
75
-,218
,083
1
,060
,478
75
75
75
75
**
**
**
1
N
Pearson Correlation
,376
**
-,218
N
P10
Total X3
-,105
Sig. (2-tailed)
Pearson Correlation
P11
,376
,610
**
,000
,654
,000
,000
,000
75
75
75
N
,654
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X4 (daya tanggap)
Correlations
P12
P13
P14
Total X4
133
Universitas Sumatera Utara
Pearson Correlation
P12
1
Sig. (2-tailed)
N
Pearson Correlation
P13
Sig. (2-tailed)
,197
,000
75
75
75
1
**
-,298
,635
,368
**
,009
,002
75
75
75
75
Pearson Correlation
,151
**
1
Sig. (2-tailed)
,197
,009
75
75
75
75
**
**
**
1
N
Pearson Correlation
Total X4
,635
-,056
N
P14
,151
75
,678
**
-,056
Sig. (2-tailed)
,678
-,298
,368
**
,000
,570
,000
,000
,000
75
75
75
N
,570
75
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Uji validitas variabel X5 (jaminan)
P15
P16
Pearson Correlation
P15
1
,113
,631
,000
75
75
75
75
Pearson Correlation
,184
1
-,082
Sig. (2-tailed)
,113
Sig. (2-tailed)
Pearson Correlation
Sig. (2-tailed)
Total X5
Sig. (2-tailed)
,549
**
,485
,000
75
75
75
75
-,056
-,082
1
,631
,485
75
75
75
75
**
**
**
1
N
Pearson Correlation
,553
**
-,056
N
P17
Total X5
,184
N
P16
P17
,553
,549
**
,000
,631
,000
,000
,000
75
75
75
N
,631
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X6 (empati)
Correlations
P18
P19
P20
Total X6
134
Universitas Sumatera Utara
Pearson Correlation
P18
1
-,180
,070
,122
,000
75
75
75
75
Pearson Correlation
,211
1
,164
Sig. (2-tailed)
,070
Sig. (2-tailed)
N
P19
N
Pearson Correlation
P20
Sig. (2-tailed)
N
Pearson Correlation
Total X6
N
,640
**
,160
,000
75
75
75
75
-,180
,164
1
,122
,160
75
75
75
75
**
**
**
1
,664
Sig. (2-tailed)
,664
**
,211
,640
,510
**
,000
,510
,000
,000
,000
75
75
75
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel Z (kepuasan pelanggan)
Correlations
P21
Pearson Correlation
P21
Pearson Correlation
Sig. (2-tailed)
N
P23
Total Z
,049
,001
,002
,674
,994
,000
75
75
75
75
75
**
1
,143
-,065
,220
,580
,001
75
-,349
-,349
,002
75
75
75
Pearson Correlation
,049
,143
1
-,006
Sig. (2-tailed)
,674
,220
75
75
Pearson Correlation
,001
Sig. (2-tailed)
N
Pearson Correlation
Total Z
P24
75
N
P24
P23
**
1
Sig. (2-tailed)
N
P22
P22
Sig. (2-tailed)
N
,409
,364
,627
**
**
**
,959
,000
75
75
75
-,065
-,006
1
,994
,580
,959
75
75
75
75
75
**
**
**
**
1
,409
,364
,627
,482
**
,000
,482
,000
,000
,000
,000
75
75
75
75
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel Y (loyalitas pelanggan)
Correlations
135
Universitas Sumatera Utara
P25
Pearson Correlation
P25
P26
P26
Sig. (2-tailed)
,578
,005
,180
,000
75
75
75
75
75
-,065
1
-,075
,180
,365
,523
,121
,157
75
,578
N
Pearson Correlation
P27
N
Pearson Correlation
P28
Sig. (2-tailed)
N
Pearson Correlation
Total Y
75
75
75
**
-,075
1
-,029
,005
,523
75
75
-,156
N
,607
,700
**
**
,804
,000
75
75
75
,180
-,029
1
,180
,121
,804
75
,485
**
,000
75
75
75
75
**
,365
**
**
1
,000
,000
,000
,000
75
75
75
75
,607
Sig. (2-tailed)
,324
75
,324
Sig. (2-tailed)
Total Y
-,156
-,065
Sig. (2-tailed)
Pearson Correlation
P28
**
1
N
P27
,700
,485
75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji reliabilitas variabel X1 (lokasi)
Case Processing Summary
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
,628
N of Items
5
Uji reliabilitas variabel X2 (bukti fisik)
Case Processing Summary
136
Universitas Sumatera Utara
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
,650
5
Uji reliabilitas variabel X3 (kehandalan
Case Processing Summary
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
,613
N of Items
4
Uji reliabilitas variabel X4 (daya tanggap)
Case Processing Summary
137
Universitas Sumatera Utara
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
,617
4
Uji reliabilitas variabel X5 (jaminan)
Case Processing Summary
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
,665
N of Items
4
Uji reliabilitas variabel X6 (empati)
Case Processing Summary
138
Universitas Sumatera Utara
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
,684
4
Uji reliabilitas variabel Z (kepuasan pelanggan)
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
,683
5
Uji reliabilitas variabel Y (loyalitas pelanggan)
Case Processing Summary
139
Universitas Sumatera Utara
N
Valid
a
Cases
Excluded
Total
%
75
100,0
0
,0
75
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
,652
N of Items
5
LAMPIRAN 4
TABULASI FREKWENSI JAWABAN RESPONDEN VARIABEL
140
Universitas Sumatera Utara
(SAMPEL PENELITIAN)
Tabulasi jawaban responden
N
o
r
e
s
No item pernyataan
1 2 3 4 5 6 7 8 9 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2
0 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8
1 4 5 5 5 5 4 5 5 5 4 4 5 4 5 5 5 4 5 4 4 5 5 4 5 5 5 5 4
2 4 5 5 4 5 4 5 5 5 4 4 5 5 4 5 5 5 4 5 4 5 4 5 5 5 5 5 5
3 5 5 5 5 5 5 5 5 5 4 4 5 5 4 5 5 4 5 5 5 4 5 5 5 4 5 4 4
4 5 5 5 5 5 5 4 5 5 4 4 4 5 4 5 5 5 3 5 5 4 5 5 5 4 5 5 5
5 5 4 4 5 4 4 5 5 4 5 5 5 4 5 5 4 5 5 4 4 4 5 5 5 5 5 5 5
6 1 4 5 5 4 5 5 5 4 5 5 5 4 5 5 4 4 5 5 4 5 4 4 5 5 5 4 5
7 5 4 4 5 5 4 5 5 5 5 5 5 4 5 5 5 4 5 5 4 5 4 5 5 5 5 4 4
8 5 5 5 4 4 5 5 5 5 5 5 5 4 4 5 5 4 5 5 5 5 4 4 5 4 5 4 5
9 5 5 5 5 5 4 5 5 4 5 5 5 5 4 5 5 5 5 5 5 4 5 4 4 5 5 5 4
1 5 5 4 4 4 4 5 5 5 5 5 5 5 4 5 5 5 5 5 4 4 5 4 5 4 5 4 5
0
1 1 4 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4
1
2 5 4 4 4 5 5 5 5 5 5 5 5 5 5 5 4 4 5 5 4 5 4 5 5 5 5 5 5
1 5 5 5 5 5 5 5 4 4 5 5 5 5 5 5 5 4 5 4 4 5 5 4 5 5 5 5 4
3
1 3 5 5 5 4 5 5 5 5 4 5 5 4 4 5 5 4 4 4 5 5 5 5 5 5 5 5 4
4
1 5 5 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5 4 4 4 5 5 5 5 4 5 4 5
5
1 2 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 5 5 4 5 5 5 5 4
6
1 5 5 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
7
1 5 5 5 5 4 5 5 4 5 5 4 5 5 4 5 5 5 3 5 5 5 5 5 4 5 5 5 5
8
141
Universitas Sumatera Utara
1 3 5 5 4 4 5 5 4 5 5 4 4 5 3 5 5 5 4 4 4 5 5 5 4 5 5 5 5
9
2 5 5 5 4 4 5 5 3 5 5 4 4 5 4 5 5 5 4 5 4 5 5 4 5 5 5 5 5
0
2 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 4 5 4 5 5 5 5 5 5 5 5
1
2 2 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 4 5 5 4 5 5 5 5 5 5 4
2
2 3 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 4 4 4 5 5 4 4 5 5 5 5 5
3
2 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 4 5 5 5 5 4 5
4
2 4 5 5 4 4 5 5 4 5 4 4 4 5 5 4 5 4 5 5 4 5 4 4 5 5 5 4 4
5
2 4 5 5 5 4 5 5 5 5 5 4 5 4 5 4 5 5 5 5 5 4 5 4 4 4 5 4 5
6
2 4 5 5 5 4 4 5 4 5 5 5 5 4 5 5 5 5 5 5 4 4 5 4 5 5 5 5 4
7
2 3 5 5 4 4 5 4 4 5 5 4 5 4 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5
8
2 5 4 5 4 5 5 4 4 5 5 5 4 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5
9
3 2 4 5 4 5 5 5 4 5 5 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
0
3 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 4 5 5 5 5 5 5 5
1
3 5 5 5 5 5 5 5 5 5 4 5 5 4 5 5 4 5 5 5 4 5 4 4 5 5 5 4 5
2
3 5 4 5 5 5 5 5 4 5 5 5 5 4 5 5 5 4 5 5 5 5 4 5 5 5 5 4 4
3
4 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 4 5 4 4 5 4 5 4 5
3 5 4 5 5 5 5 5 4 5 5 5 5 4 5 5 5 4 5 5 5 4 5 4 4 5 5 5 4
5
3 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 4 4 5 4 5 5 5 5 5
6
3 3 5 4 5 4 4 5 4 5 5 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5
142
Universitas Sumatera Utara
7
3 5 5 5 5 4 5 5 4 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5
8
3 4 5 5 5 5 4 5 4 5 5 4 4 4 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5
9
4 4 5 5 5 3 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5
0
4 4 5 5 5 4 5 5 4 5 5 4 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5
1
4 5 5 5 4 4 5 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5
2
4 5 5 5 4 4 5 5 4 5 4 5 5 5 5 5 5 5 5 4 5 5 5 4 4 5 5 5 5
3
4 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5
4
4 5 5 5 5 5 5 5 5 5 5 4 4 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4 5
5
4 5 5 5 5 4 4 5 5 5 5 4 4 4 5 4 5 5 5 5 5 4 5 5 4 5 5 4 4
6
4 5 5 5 5 5 5 5 5 5 5 4 4 4 5 4 4 5 5 5 4 4 5 5 5 4 5 4 5
7
4 5 5 5 5 5 4 5 5 5 5 5 5 4 5 4 4 5 5 5 5 4 5 5 5 5 5 5 4
8
4 5 5 5 5 4 5 4 5 5 5 5 5 4 5 5 4 5 5 5 4 5 5 5 4 5 5 5 5
9
5 3 5 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 4 5 5 5 4 5 4 5 5 5 5
0
5 5 5 5 5 5 5 4 5 5 5 5 5 4 5 5 4 5 5 5 5 5 4 5 4 4 5 4 5
1
5 2 5 5 5 5 5 4 5 5 5 4 4 5 4 5 4 5 2 5 5 5 5 5 5 5 5 5 5
2
5 4 5 5 5 5 5 5 4 5 5 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
3
5 4 5 5 4 4 5 5 4 5 5 5 4 5 4 5 5 5 4 4 5 5 4 5 5 4 5 5 5
4
5 5 5 5 5 5 5 5 5 4 4 4 5 5 4 5 5 4 5 5 4 5 5 5 5 5 5 5 5
143
Universitas Sumatera Utara
5
5 5 5 5 5 5 5 5 5 5 4 5 5 5 3 5 5 5 5 5 5 5 4 5 5 4 5 5 4
6
5 5 5 5 5 5 5 5 5 4 4 5 4 4 4 4 4 4 4 4 4 5 5 5 5 4 5 5 5
7
5 5 5 5 5 5 4 4 4 5 4 3 4 5 5 5 5 4 5 5 4 5 5 4 5 4 5 5 5
8
5 5 5 5 4 4 4 5 5 5 4 4 4 5 4 5 5 4 5 5 4 5 5 5 5 5 5 5 4
9
6 5 5 5 5 4 5 5 4 5 5 4 4 5 4 5 5 4 5 5 4 4 5 5 5 5 4 5 4
0
6 4 5 5 4 4 5 5 4 5 4 5 3 5 4 5 5 5 5 5 5 4 5 5 5 5 5 5 5
1
6 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 5 4 5
2
6 5 4 5 5 5 5 5 5 4 5 5 5 5 5 4 5 5 4 5 5 5 5 5 4 5 5 4 4
3
6 5 5 5 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 4 4 5 4 5
4
6 5 4 5 5 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5 4 5 5 5 4 5 5 5 4
5
6 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 5 5
6
6 3 4 5 5 5 5 5 5 4 5 5 4 5 5 5 5 3 4 4 4 5 5 5 5 5 5 5 5
7
6 2 5 5 5 5 5 5 4 4 5 4 4 4 5 4 4 4 5 5 4 5 5 5 5 5 5 5 5
8
6 5 4 5 5 5 5 5 4 5 5 5 5 4 5 5 5 4 5 5 4 5 5 5 5 4 5 5 4
9
7 5 5 5 5 5 5 5 4 5 5 4 5 5 4 5 5 4 5 5 4 5 5 5 5 4 5 5 5
0
7 3 4 5 5 5 5 5 5 4 5 5 5 5 4 5 5 4 5 5 5 4 5 5 4 4 5 5 5
1
7 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 5 5 4
2
7 5 4 5 5 5 4 5 5 5 4 5 5 5 5 5 5 5 4 5 5 4 5 5 5 4 5 4 5
144
Universitas Sumatera Utara
3
7 5 5 5 5 5 4 4 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5
4
5 3 4 5 5 5 5 4 5 5 4 5 4 5 5 5 5 5 5 5 4 5 4 5 4 5 5 5 5
LAMPIRAN 5
145
Universitas Sumatera Utara
ANALISIS DESKRIPTIF
1. Karakteristik Responden
Karakteristik Responden Berdasarkan Usia
Usia
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
19
1
1,3
1,3
1,3
20
5
6,7
6,7
8,0
21
2
2,7
2,7
10,7
22
10
13,3
13,3
24,0
23
11
14,7
14,7
38,7
24
9
12,0
12,0
50,7
25
9
12,0
12,0
62,7
26
4
5,3
5,3
68,0
27
8
10,7
10,7
78,7
28
7
9,3
9,3
88,0
29
6
8,0
8,0
96,0
30
3
4,0
4,0
100,0
75
100,0
100,0
Total
Karakteristik Responden Berdasarkan Jenis Kelamin
Jenis Kelamin
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
L
38
50,7
50,7
50,7
P
37
49,3
49,3
100,0
Total
75
100,0
100,0
Karakteristik Responden Berdasarkan Pekerjaan
146
Universitas Sumatera Utara
Pekerjaan
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
Mahasiswa
35
46,7
46,7
46,7
Pegawai BUMN
12
16,0
16,0
62,7
Pegawai Swasta
12
16,0
16,0
78,7
Wiraswasta
16
21,3
21,3
100,0
Total
75
100,0
100,0
Karakteristik Responden Berdasarkan Jumlah Kunjungan
Jumlah Kunjungan
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
> 2 kali
75
100,0
100,0
100,0
2. Frekuensi jawaban responden
Frekuensi Jawaban Responden Atas Variabel Lokasi (X)
P1
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
11
14,7
14,7
14,7
5
64
85,3
85,3
100,0
Total
75
100,0
100,0
P2
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
16
21,3
21,3
21,3
5
59
78,7
78,7
100,0
Total
75
100,0
100,0
P3
147
Universitas Sumatera Utara
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
5
6,7
6,7
6,7
5
70
93,3
93,3
100,0
Total
75
100,0
100,0
p4
Frequency
Percent
Valid Percent
Cumulative Percent
3
2
2,7
2,7
2,7
4
17
22,7
22,7
25,3
5
56
74,7
74,7
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Bukti Fisik
P5
Frequency
Percent
Valid Percent
Cumulative Percent
3
5
6,7
6,7
6,7
4
21
28,0
28,0
34,7
5
49
65,3
65,3
100,0
Total
75
100,0
100,0
Valid
P6
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
16
21,3
21,3
21,3
5
59
78,7
78,7
100,0
Total
75
100,0
100,0
P7
Frequency
Percent
Valid Percent
Cumulative Percent
148
Universitas Sumatera Utara
3
2
2,7
2,7
2,7
4
10
13,3
13,3
16,0
5
63
84,0
84,0
100,0
Total
75
100,0
100,0
Valid
P8
Frequency
Percent
Valid Percent
Cumulative Percent
3
7
9,3
9,3
9,3
4
21
28,0
28,0
37,3
5
47
62,7
62,7
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Kehandalan
P9
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
13
17,3
17,3
17,3
5
62
82,7
82,7
100,0
Total
75
100,0
100,0
P10
Frequency
Percent
Valid Percent
Cumulative Percent
3
1
1,3
1,3
1,3
4
19
25,3
25,3
26,7
5
55
73,3
73,3
100,0
Total
75
100,0
100,0
Valid
P11
Frequency
Percent
Valid Percent
Cumulative Percent
149
Universitas Sumatera Utara
3
8
10,7
10,7
10,7
4
27
36,0
36,0
46,7
5
40
53,3
53,3
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Daya Tanggap
P12
Frequency
Percent
Valid Percent
Cumulative Percent
3
4
5,3
5,3
5,3
4
23
30,7
30,7
36,0
5
48
64,0
64,0
100,0
Total
75
100,0
100,0
Valid
P13
Frequency
Percent
Valid Percent
Cumulative Percent
3
4
5,3
5,3
5,3
4
26
34,7
34,7
40,0
5
45
60,0
60,0
100,0
Total
75
100,0
100,0
Valid
P14
Frequency
Percent
Valid Percent
Cumulative Percent
3
5
6,7
6,7
6,7
4
23
30,7
30,7
37,3
5
47
62,7
62,7
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Jaminan
150
Universitas Sumatera Utara
P15
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
12
16,0
16,0
16,0
5
63
84,0
84,0
100,0
Total
75
100,0
100,0
P16
Frequency
Percent
Valid Percent
Cumulative Percent
3
2
2,7
2,7
2,7
4
11
14,7
14,7
17,3
5
62
82,7
82,7
100,0
Total
75
100,0
100,0
Valid
P17
Frequency
Percent
Valid Percent
Cumulative Percent
3
2
2,7
2,7
2,7
4
28
37,3
37,3
40,0
5
45
60,0
60,0
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Empati
P18
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
2
3
4,0
4,0
4,0
3
6
8,0
8,0
12,0
4
15
20,0
20,0
32,0
5
51
68,0
68,0
100,0
Total
75
100,0
100,0
151
Universitas Sumatera Utara
P19
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
11
14,7
14,7
14,7
5
64
85,3
85,3
100,0
Total
75
100,0
100,0
P20
Frequency
Percent
Valid Percent
Cumulative Percent
3
2
2,7
2,7
2,7
4
33
44,0
44,0
46,7
5
40
53,3
53,3
100,0
Total
75
100,0
100,0
Valid
Frekuensi Jawaban Responden Atas Variabel Kepuasan Pelanggan
P21
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
22
29,3
29,3
29,3
5
53
70,7
70,7
100,0
Total
75
100,0
100,0
P22
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
17
22,7
22,7
22,7
5
58
77,3
77,3
100,0
Total
75
100,0
100,0
152
Universitas Sumatera Utara
P23
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
18
24,0
24,0
24,0
5
57
76,0
76,0
100,0
Total
75
100,0
100,0
P24
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
17
22,7
22,7
22,7
5
58
77,3
77,3
100,0
Total
75
100,0
100,0
Frekuensi Jawaban Responden Atas Variabel Loyalitas Pelanggan
P25
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
20
26,7
26,7
26,7
5
55
73,3
73,3
100,0
Total
75
100,0
100,0
P26
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
1
1,3
1,3
1,3
5
74
98,7
98,7
100,0
Total
75
100,0
100,0
P27
153
Universitas Sumatera Utara
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
22
29,3
29,3
29,3
5
53
70,7
70,7
100,0
Total
75
100,0
100,0
P28
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
4
23
30,7
30,7
30,7
5
52
69,3
69,3
100,0
Total
75
100,0
100,0
154
Universitas Sumatera Utara
LAMPIRAN 6
UJI ASUMSI KLASIK
1. UJI ASUMSI KLASIK PERSAMAAN I
A. Uji Normalitas
155
Universitas Sumatera Utara
One-SampleKolmogrov-Smirnov Test
Unstandardized
Residual
75
N
NormalParameters
a
.0000000
Mean
.68567710
Std.Deviation
MostExtremeDifferences
Absolute
.093
Positive
.080
Negative
-.093
Kolmogorov-SmirnovZ
.804
Asymp.Sig.(2-tailed)
.538
B. Uji Multikolonearitas
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
T
Sig.
Collinearity
Statistics
Coefficients
B
Std. Error
Beta
Toleranc
VIF
e
(Constant)
1
20,646
4,166
Lokasi
,020
,131
Bukti Fisik
,122
Kehandalan
Daya
Tanggap
Jaminan
Empati
4,956
,000
,019
,156
,877
,913
1,095
,115
,139
1,064
,291
,764
1,309
-,125
,136
-,111
-,922
,360
,899
1,112
-,141
,125
-,142
-1,127
,264
,824
1,214
,159
,133
,145
1,195
,236
,885
1,130
-,205
,111
-,222
-1,841
,070
,902
1,108
a. Dependent Variable: Kepuasan Pelanggan
156
Universitas Sumatera Utara
C. Uji Heteroskedasdisitas
2. UJI ASUMSI KLASIK PERSAMAAN II
A. Uji Normalitas
157
Universitas Sumatera Utara
One-Sample Kolmogorov-SmirnovTest
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N
Normal Parameters
75
a,b
Most Extreme Differences
Mean
0E-7
Std. Deviation
,77001629
Absolute
,097
Positive
,091
Negative
-,097
Kolmogorov-Smirnov Z
,837
Asymp. Sig. (2-tailed)
,485
a. Test distribution is Normal.
b. Calculated from data.
158
Universitas Sumatera Utara
B. Uji Heteroskedasdisitas
C. Uji Multikolonearitas
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
t
Sig.
Coefficients
B
(Constan
t)
1
Std. Error
13,788
2,162
,283
,114
Beta
6,376
,000
2,486
,015
Kepuasa
n
Pelangg
,279
an
a. Dependent Variable: Loyalitas Pelanggan
159
Universitas Sumatera Utara
LAMPIRAN 7
UJI HIPOTESIS PERSAMAAN I
1.Uji Regresi Linear Berganda
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
t
Sig.
Collinearity
Statistics
Coefficients
B
Std. Error
Beta
Toleranc
VIF
e
(Constant
4,956
,000
,019
,156
,147
,913
1,095
,115
,139
1,064
,021
,764
1,309
,125
,136
,111
,922
,001
,899
1,112
,141
,125
,142
1,127
,034
,824
1,214
Jaminan
,159
,133
,145
1,195
,036
,885
1,130
Empati
,205
,111
,222
1,841
,070
,902
1,108
)
Lokasi
Bukti Fisik
1
Kehandal
an
Daya
Tanggap
20,646
4,166
,020
,131
,122
a. Dependent Variable: Kepuasan Pelanggan
160
Universitas Sumatera Utara
2.UjiSignifikansi Parsial (Uji- t)
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
T
Sig.
Coefficients
B
(Constant
Beta
4,956
,000
,019
1,156
,147
,115
,139
2,539
,021
,125
,136
,111
1,998
,001
,141
,125
,142
2,947
,034
Jaminan
,159
,133
,145
2,195
,036
Empati
,205
,111
,222
3,841
,070
)
20,646
4,166
,020
,131
,122
Lokasi
Bukti Fisik
1
Std. Error
Kehandal
an
Daya
Tanggap
a. Dependent Variable: Kepuasan Pelanggan
3.Uji Signifikansi Simultan (Uji- f)
Model
1
SumofSquares
D
MeanSquare
6
15.65
Residual
125.20
9
34.79
66
.527
Tot
160.00
74
Regression
F
Sig
29.69
.000
a
a.Predictors:(Constant),Empati,BuktiFisik,Lokasi,Daya Tanggap,
Kehandalan,Jaminan
b.DependentVariable:Kepuasan Pelanggan
4.Uji Regresi Linear Sederhana
Coefficients
Model
Unstandardized Coefficients
a
Standardized
t
Sig.
Coefficients
B
1
(Constant)
13,788
Std. Error
2,162
Beta
6,376
,000
161
Universitas Sumatera Utara
Kepuasan
,283
Pelanggan
,114
,279
2,486
,005
a. Dependent Variable: Loyalitas Pelanggan
5. Uji Signifikansi Simultan (Uji- f)
b
ANOVA
Model
Sum of Squares
Regression
1
Df
Mean Square
F
8,810
7
1,259
Residual
41,270
67
,616
Total
50,080
74
2,043
Sig.
,042
a. Dependent Variable: Loyalitas Pelanggan
b. Predictors: (Constant), Kepuasan Pelanggan, Bukti Fisik, Kehandalan, Lokasi, Empati,
Jaminan, Daya Tanggap
6. Uji Signifikansi Parsial (Uji- t)
Coefficients
Model
a
Unstandardized
Standardize
Coefficients
d
T
Sig.
Coefficients
B
(Constan
t)
1
Std. Error
13,788
2,162
,283
,114
Beta
6,376
,000
2,486
,015
Kepuasa
n
Pelangg
,279
an
a. Dependent Variable: Loyalitas Pelanggan
162
Universitas Sumatera Utara