Analisis Kepuasan Nasabah Terhadap Kualitas Pelayanan Pada Salah Satu Bank di Medan Dengan Menggunakan Metode Fuzzy-Servqual
70
Lampiran 1. Kuesioner Penelitian
NO :
KUESIONER PENELITIAN
ANALISIS KEPUASAN NASABAH TERHADAP KUALITAS
PELAYANAN PADA SALAH SATU BANK DI MEDAN
DENGAN MENGGUNAKAN METODE
FUZZY-SERVQUAL
I. IDENTITAS RESPONDEN
Jenis Kelamin
:
Laki-laki
Usia
:
Pekerjaan
:
Wanita
tahun
II. PETUNJUK PENGISIAN
1. Mohon memberi tanda silang (X) pada jawaban yang paling sesuai.
2. Setelah mengisi kuesioner ini, mohon diberikan kembali kepada yang
menyerahkan kuesioner ini pertama kali.
3. Perhatikan tabel ini terlebih dahulu, sebagai panduan untuk mengukur tingkat
persepsi dan harapan layanan.
Persepsi
Sangat Tidak Puas
Kurang Puas
Cukup Puas
Puas
Sangat Puas
NO
Harapan
Sangat Tidak Penting
Kurang Penting
Cukup Penting
Penting
Sangat Penting
Daftar Pertanyaan
Tangible (Bukti Fisik)
Skor
1
2
3
4
5
Persepsi
Harapan
1.
Penampilan gedung dan interior bangunan.
1 2 3 4 5
1 2 3 4 5
2.
Peralatan teknologi yang memadai.
1 2 3 4 5
1 2 3 4 5
3.
Ruang pelayanan tenang dan nyaman.
1 2 3 4 5
1 2 3 4 5
4.
Penampilan karyawan.
1 2 3 4 5
1 2 3 4 5
Universitas Sumatera Utara
71
5.
Bentuk fasilitas yang disediakan.
1 2 3 4 5
1 2 3 4 5
6.
Tersedianya tempat parkir yang aman.
1 2 3 4 5
1 2 3 4 5
Reliability (Kehandalan)
7.
Penyelesaian keluhan nasabah.
1 2 3 4 5
1 2 3 4 5
8.
Kecepatan dan ketepatan transaksi.
1 2 3 4 5
1 2 3 4 5
9.
Pelayanan jasa dari awal hingga akhir.
1 2 3 4 5
1 2 3 4 5
10.
Selalu memberikan pelayanan yang terbaik.
1 2 3 4 5
1 2 3 4 5
Jenis produk dan jasa Bank, memenuhi harapan
1 2 3 4 5
1 2 3 4 5
11.
nasabah.
Responsiveness (Daya Tanggap)
12.
Kejelasan penyampaian informasi.
1 2 3 4 5
1 2 3 4 5
13.
Kecepatan dalam penanganan keluhan nasabah.
1 2 3 4 5
1 2 3 4 5
14.
Membantu menyelesaikan kesulitan nasabah.
1 2 3 4 5
1 2 3 4 5
15.
Kecepatan pelayanan.
1 2 3 4 5
1 2 3 4 5
Keamanan selama bertranksaksi.
1 2 3 4 5
1 2 3 4 5
Keramahan dan kesabaran dalam memberikan
1 2 3 4 5
1 2 3 4 5
Memberikan kepercayaan kepada nasabah.
1 2 3 4 5
1 2 3 4 5
Karyawan melayanai dengan sopan dan
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
Assurance (Jaminan)
16.
17.
18.
19.
pelayanan.
bersahabat.
Empathy ( Kepedulian)
20.
Kemampuan karyawan berkomunikasi dengan
nasabah.
21.
Mengutamakan kepuasan nasabah.
1 2 3 4 5
1 2 3 4 5
22.
Pelayanan jasa yang diberikan.
1 2 3 4 5
1 2 3 4 5
Nasabah selalu merasa kepentingnya
1 2 3 4 5
1 2 3 4 5
23.
diutamamakan.
Universitas Sumatera Utara
72
Lampiran 2. Hasil Persepsi Nasabah Terhadap Layanan
n
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
P11
P12
P13
P14
P15
P16
P17
P18
P19
P20
P21
P22
P23
1
4
4
5
4
4
5
5
5
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
97
2
4
5
5
5
4
3
5
5
5
5
5
4
4
4
4
4
4
5
4
4
4
4
4
100
3
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
4
3
3
3
5
3
4
4
5
4
5
5
4
4
5
4
3
5
5
5
4
5
4
5
97
5
4
4
4
4
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
108
6
2
2
3
3
4
2
3
4
3
3
3
4
3
3
3
2
3
3
4
4
4
3
3
71
7
4
4
3
5
4
4
4
5
5
5
4
5
5
5
5
4
4
4
5
5
5
5
5
104
8
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
9
3
4
4
3
4
3
4
3
3
4
4
4
3
3
3
4
4
4
4
4
3
4
3
82
10
4
3
4
4
4
3
4
4
4
4
4
4
4
4
3
5
4
4
4
4
4
4
3
89
11
4
4
3
3
4
3
3
3
4
4
3
3
3
4
3
4
4
4
4
4
4
3
3
81
12
5
4
3
5
3
4
3
3
4
4
4
3
3
3
3
5
4
4
4
4
4
4
3
86
13
3
3
4
3
3
3
4
3
3
4
3
4
4
4
3
4
3
4
3
4
3
4
4
80
14
3
3
2
4
3
3
3
3
3
3
3
3
4
5
4
3
3
3
3
3
2
2
3
71
15
4
4
3
4
4
3
5
3
4
4
3
3
3
3
2
4
3
3
3
4
4
4
4
81
16
2
3
3
4
3
4
3
2
3
3
3
4
2
3
2
3
4
3
4
4
3
3
3
71
17
4
5
4
3
4
4
3
5
4
5
3
4
3
3
3
3
3
4
1
3
4
4
4
83
18
4
4
4
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
5
5
5
4
4
96
19
4
4
5
4
4
4
4
4
4
3
4
4
4
4
4
4
3
4
4
4
4
4
3
90
20
4
4
3
3
3
3
3
4
4
4
3
4
3
4
4
3
3
4
3
4
3
3
3
79
21
3
4
4
4
3
5
4
4
3
4
4
4
4
4
3
4
5
3
5
4
4
4
4
90
22
3
4
5
4
4
4
4
4
4
4
3
4
4
3
4
4
4
4
4
4
4
4
3
89
23
5
4
5
5
4
5
4
5
5
5
5
4
5
5
4
5
5
5
5
5
5
5
5
110
24
3
4
4
3
4
4
3
4
4
4
3
4
3
3
4
4
3
3
3
3
3
3
3
79
25
4
3
4
2
2
2
3
4
3
3
2
3
2
4
2
4
2
3
3
2
2
3
3
65
26
3
3
3
4
3
2
3
3
4
3
4
3
3
3
3
2
4
3
4
4
3
3
3
73
27
3
4
4
3
5
2
3
1
2
3
4
2
3
2
3
5
4
4
4
3
3
3
3
73
28
3
3
3
3
3
3
3
3
3
3
3
4
3
3
3
4
4
3
4
4
4
4
4
77
29
2
2
2
3
3
5
4
3
3
3
5
4
3
3
3
4
4
4
4
3
3
4
4
78
30
4
4
4
4
4
4
3
4
4
3
4
4
4
3
3
4
4
4
4
3
3
4
4
86
31
4
3
4
4
3
2
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
71
32
3
4
3
5
4
5
4
4
4
4
3
4
4
4
3
4
4
5
3
4
4
4
3
89
33
4
5
5
4
4
4
4
4
4
4
5
5
4
4
5
4
4
3
4
5
5
4
4
98
34
3
3
2
3
3
4
4
2
4
5
3
2
2
2
2
5
5
5
5
3
4
4
4
79
35
3
2
2
3
4
5
2
2
3
3
4
2
3
2
4
4
3
4
2
1
4
3
2
67
36
4
4
3
5
4
4
2
5
5
3
4
5
3
3
3
5
4
4
4
4
4
4
4
90
37
4
3
4
4
3
3
3
3
4
3
4
4
3
3
3
4
3
3
3
3
4
3
3
77
38
3
3
4
4
3
3
3
3
3
4
3
3
3
4
4
3
3
4
4
4
4
4
3
79
39
3
4
4
3
3
3
3
3
5
3
4
4
3
3
4
2
3
4
5
3
4
3
4
80
40
3
3
4
3
2
3
4
3
3
4
3
4
3
3
4
4
4
4
4
3
4
4
4
80
41
3
2
3
3
2
4
3
3
3
4
4
4
3
4
4
4
5
4
5
4
4
4
4
83
42
4
3
5
4
3
3
4
3
4
4
3
4
3
4
3
4
5
4
5
4
4
4
3
87
43
3
3
2
4
5
3
5
3
4
4
3
4
4
4
3
4
4
4
5
4
4
4
5
88
44
3
3
3
3
3
3
3
2
3
2
3
3
3
3
3
3
3
4
3
3
3
3
4
69
45
4
3
3
3
4
3
3
4
4
3
4
3
3
3
3
3
3
3
3
3
3
3
3
74
46
3
4
3
3
2
4
2
3
3
3
3
3
4
4
3
4
3
3
4
3
4
3
3
74
47
3
3
4
4
3
3
3
3
4
3
3
3
3
3
4
4
4
4
4
4
3
4
3
79
48
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
4
4
4
4
4
4
4
3
90
49
4
5
5
5
5
4
5
5
5
5
5
4
5
5
5
5
5
4
5
5
5
5
5
111
50
3
4
4
5
4
4
4
4
5
4
4
5
4
4
4
5
4
5
5
4
5
4
5
99
51
4
3
5
4
4
4
2
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
90
52
3
3
4
4
3
4
3
3
4
3
4
4
3
4
3
4
5
2
4
5
3
2
3
80
Universitas Sumatera Utara
TOTAL
73
53
3
3
3
3
3
3
3
3
3
4
3
4
4
4
3
4
4
3
4
3
3
4
3
77
54
4
3
5
3
2
4
4
4
4
4
5
4
4
4
4
5
4
4
5
5
4
4
2
91
55
3
3
3
1
2
5
3
2
2
3
2
4
4
4
4
4
4
4
4
4
4
4
2
75
56
3
4
3
4
3
3
3
4
3
4
3
4
3
3
3
4
4
4
4
4
4
4
3
81
57
3
3
4
2
3
2
2
1
2
2
2
2
1
2
2
2
2
2
2
3
2
2
1
49
58
4
5
5
4
5
5
4
5
5
5
5
5
5
5
5
4
4
4
4
5
5
5
4
107
59
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
93
60
2
2
2
3
3
4
4
2
3
3
3
4
3
2
2
4
3
3
3
4
4
3
4
70
61
4
5
4
4
4
4
4
4
4
4
4
4
4
4
4
5
5
5
4
4
5
4
4
97
62
2
3
4
4
4
4
4
4
3
3
3
3
3
3
3
4
4
4
5
3
3
3
4
80
63
4
4
4
4
4
4
2
3
3
3
3
3
2
3
2
3
3
3
3
3
3
3
3
72
64
4
4
3
4
4
5
3
5
4
4
4
5
5
4
4
5
3
5
4
4
5
4
5
97
65
3
2
4
4
3
3
3
2
4
2
4
4
1
2
1
5
5
4
5
4
4
4
3
76
66
4
3
3
3
3
3
3
3
4
3
3
3
3
3
3
3
2
2
3
3
2
3
3
68
67
2
2
3
4
4
4
4
4
4
4
3
4
3
4
4
4
4
3
4
4
4
4
4
84
68
5
5
5
5
5
5
5
4
4
4
4
5
4
4
4
4
4
4
4
4
4
4
4
100
69
4
4
4
3
4
3
3
4
4
4
3
4
4
4
4
4
4
4
4
3
4
4
4
87
70
4
4
5
4
4
3
4
4
4
5
4
5
4
3
4
5
5
5
4
5
4
5
5
99
71
4
4
4
5
4
3
3
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
90
72
5
5
3
3
3
4
3
5
4
4
3
5
4
5
5
4
5
4
4
4
3
4
3
92
73
5
1
5
2
5
3
1
2
1
1
1
1
5
1
1
5
5
1
1
5
2
1
3
58
74
4
4
3
4
4
4
3
3
4
3
3
3
3
3
3
2
3
3
3
3
3
1
3
72
75
3
3
4
3
4
3
3
4
3
3
3
3
4
4
3
3
4
3
4
3
4
3
3
77
76
3
3
2
4
4
1
3
3
4
2
3
4
2
2
3
3
3
2
3
3
2
3
3
65
77
3
4
3
4
3
1
3
3
3
4
2
4
4
5
4
4
3
4
4
4
5
3
4
81
78
3
3
3
5
3
4
4
3
4
3
5
2
3
4
3
4
4
4
3
4
3
4
4
82
79
3
4
5
4
3
4
4
5
4
4
3
4
3
4
5
5
3
4
4
3
4
4
4
90
80
4
3
5
4
4
4
3
4
4
4
5
4
4
4
4
5
4
4
4
4
4
4
4
93
81
4
3
3
3
4
3
3
3
3
3
3
4
3
3
3
4
3
3
3
4
3
3
3
74
82
4
5
4
3
4
5
5
5
4
4
4
4
3
4
5
4
4
4
4
4
4
3
3
93
83
5
2
3
3
2
2
3
2
3
3
3
3
4
4
2
3
3
4
4
4
2
3
3
70
84
4
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
4
5
4
4
4
94
85
4
3
3
3
3
3
3
3
3
3
4
4
3
3
4
4
4
4
4
4
4
4
3
80
86
4
4
4
4
3
3
1
3
3
3
4
2
1
2
3
4
4
4
4
4
3
3
4
74
87
4
5
5
4
4
3
3
4
4
3
3
3
4
4
4
4
4
4
4
3
3
3
4
86
88
4
4
4
4
3
4
3
2
3
3
4
4
4
4
2
4
4
3
3
3
4
3
3
79
89
3
3
2
2
2
2
3
4
4
4
5
5
4
4
4
4
5
4
4
4
5
5
5
87
90
5
5
4
5
4
3
4
2
4
4
5
5
2
5
2
5
3
5
4
5
5
5
3
94
91
4
4
4
4
4
4
3
3
4
3
4
3
3
3
4
4
4
3
3
4
4
3
3
82
92
3
3
4
3
2
3
4
4
4
3
4
3
3
4
4
3
3
3
2
3
3
3
3
74
93
4
4
3
4
4
4
4
3
3
4
4
3
4
3
4
5
4
3
4
4
3
4
3
85
94
4
4
3
5
5
4
3
3
4
2
4
3
4
3
4
4
3
3
4
4
4
4
3
84
95
5
4
4
3
3
3
3
3
5
3
3
4
4
3
3
3
4
3
4
3
4
4
3
81
96
5
4
5
5
5
4
4
4
2
4
4
4
4
3
3
3
3
3
4
3
4
4
3
87
97
3
3
4
2
4
2
3
2
3
4
3
4
4
4
4
5
4
4
3
4
5
4
4
82
98
3
3
5
5
3
4
3
4
3
3
3
3
4
4
3
4
4
4
4
4
4
3
3
83
99
5
3
4
3
4
4
3
4
3
5
4
4
5
4
4
3
3
4
3
4
4
4
5
89
100
3
5
3
4
5
3
3
5
4
4
3
3
4
3
3
3
4
4
4
3
5
4
4
86
TOTAL
363
358
373
374
359
354
342
352
370
363
363
375
351
359
346
393
381
374
384
380
379
367
357
8417
Universitas Sumatera Utara
74
Lampiran 3. Hasil Harapan Nasabah Terhadap Layanan
n
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
P11
P12
P13
P14
P15
P16
P17
P18
P19
P20
P21
P22
P23
TOTAL
1
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
2
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
3
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
114
4
4
4
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
110
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
6
4
4
5
5
5
5
5
5
5
5
5
4
5
5
4
4
4
5
5
5
5
4
5
108
7
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
8
5
5
4
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
113
9
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
10
4
4
5
4
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
111
11
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
12
5
5
4
4
3
5
5
5
4
5
4
5
5
5
5
4
5
5
5
4
5
5
4
106
13
5
5
5
4
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
5
112
14
3
4
4
4
4
5
4
5
5
4
5
5
5
5
5
4
4
3
3
5
3
3
3
95
15
4
5
5
4
5
5
5
5
5
5
5
4
5
5
5
5
4
4
5
5
5
5
5
110
16
5
5
5
4
4
4
5
5
5
4
5
5
5
5
5
4
4
4
5
5
4
5
5
107
17
4
5
5
4
5
5
5
5
5
5
4
5
5
5
4
4
5
5
4
4
5
5
5
108
18
4
4
4
5
5
5
5
4
4
4
4
5
5
5
5
5
5
4
5
5
5
5
5
107
19
5
5
5
4
5
5
5
5
4
5
5
5
5
5
5
5
4
5
4
4
5
5
5
110
20
4
5
5
3
4
4
5
5
3
5
4
3
5
4
3
5
4
5
4
5
5
4
5
99
21
4
5
5
3
5
5
5
5
5
4
4
4
5
4
5
4
5
5
5
5
5
5
4
106
22
5
4
5
5
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
112
23
5
4
5
5
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
112
24
4
4
4
4
4
4
5
5
4
5
5
4
5
5
4
5
5
5
5
5
5
5
5
106
25
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
26
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
27
4
5
4
4
5
3
4
4
4
5
5
4
5
4
4
5
5
4
3
4
4
5
4
98
28
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
29
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
30
3
4
4
4
3
5
4
5
5
5
5
4
4
4
4
5
4
4
5
4
4
4
4
97
31
4
5
4
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
94
32
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
33
4
4
5
5
4
5
4
4
4
3
4
4
5
4
4
5
5
4
5
4
4
5
5
100
34
5
5
5
4
5
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
111
35
4
5
5
3
5
5
5
5
4
4
5
5
4
4
5
5
4
5
4
4
5
4
5
104
36
5
5
5
3
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
113
37
4
5
5
4
4
5
5
5
5
5
5
5
5
5
5
5
4
4
4
4
5
4
4
106
38
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
39
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
40
3
4
4
3
3
3
3
3
5
3
4
4
3
3
4
5
3
4
5
3
4
3
4
83
41
5
5
4
5
5
4
5
5
5
5
5
5
5
5
4
5
5
5
5
4
4
5
5
110
42
5
5
3
3
4
5
5
4
5
4
5
5
4
5
4
5
5
4
4
5
5
5
5
104
43
3
4
4
4
4
5
4
4
5
5
4
4
4
4
5
5
5
4
5
4
4
4
3
97
44
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
45
4
4
3
3
4
4
4
4
4
4
4
3
3
4
5
5
4
4
4
3
4
4
5
90
46
3
3
3
5
3
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
90
47
4
5
4
3
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
110
48
4
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
112
49
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
50
4
4
4
5
4
5
4
4
5
4
4
5
4
4
4
5
5
5
5
4
5
4
5
102
51
3
4
5
5
4
3
4
4
5
3
4
5
5
4
5
5
4
5
5
5
5
5
5
102
52
5
5
5
4
5
5
5
5
5
5
5
4
5
5
5
5
5
5
4
5
5
5
5
112
Universitas Sumatera Utara
75
53
3
3
3
3
3
3
3
3
3
3
5
3
4
4
4
4
4
4
3
3
4
4
4
80
54
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
55
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
56
3
3
4
5
3
5
5
5
4
5
5
5
5
5
5
5
5
4
5
5
5
5
5
106
57
3
4
5
5
5
5
4
4
4
5
5
4
5
5
4
4
5
5
5
5
5
4
5
105
58
4
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
113
59
5
5
5
4
5
5
4
5
4
3
3
5
3
5
5
5
5
5
5
5
3
5
4
103
60
4
4
3
4
4
4
4
4
3
4
4
4
4
3
4
4
4
4
4
4
5
4
4
90
61
4
5
5
5
4
4
4
5
4
4
4
5
4
4
4
5
4
4
5
5
4
5
5
102
62
5
4
5
4
4
5
5
4
4
5
4
4
4
4
5
3
5
4
5
5
4
5
4
101
63
4
3
4
4
5
5
3
5
5
3
5
3
4
4
5
4
5
5
4
5
5
4
5
99
64
3
4
4
5
5
5
5
5
4
5
5
5
5
5
5
5
5
4
5
5
5
4
3
106
65
5
4
5
4
4
5
5
5
4
5
4
5
5
5
5
5
4
4
3
4
4
4
5
103
66
5
5
4
4
4
3
4
5
4
5
4
5
5
5
4
4
5
4
5
4
5
5
4
102
67
4
4
4
5
5
4
4
4
4
5
4
5
5
5
5
4
5
5
5
4
5
5
4
104
68
5
5
5
5
5
4
5
4
3
5
5
4
5
5
5
5
5
5
5
5
4
5
5
109
69
4
5
4
3
4
5
5
5
4
5
4
5
5
5
5
5
5
4
4
4
5
5
5
105
70
5
5
5
5
4
3
3
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
93
71
4
4
5
4
4
5
5
5
4
5
5
5
5
4
5
5
5
5
5
5
5
5
5
109
72
4
5
5
4
4
5
5
5
4
5
4
4
5
5
5
4
5
5
5
5
5
5
4
107
73
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
74
3
3
4
4
4
4
4
3
3
3
3
4
4
4
4
4
4
5
5
5
5
5
5
92
75
4
3
3
4
4
5
4
3
4
4
4
5
4
5
5
4
4
4
5
5
4
5
4
96
76
5
4
4
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
111
77
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
78
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
92
79
5
5
4
5
4
4
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
4
5
110
80
3
4
4
4
5
5
5
5
4
4
5
4
4
5
5
5
5
5
4
5
4
4
5
103
81
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
82
5
5
5
3
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
112
83
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
84
4
4
5
4
4
4
4
4
4
4
4
5
5
5
5
4
5
4
5
5
5
5
5
103
85
4
4
3
3
5
5
5
5
4
5
4
5
5
5
5
5
5
4
4
5
4
4
3
101
86
5
4
4
4
5
5
5
5
5
4
4
5
5
5
5
5
5
4
5
5
5
5
5
109
87
4
5
5
5
5
4
5
5
5
4
4
5
5
5
5
5
5
5
5
4
4
5
4
108
88
4
4
5
3
3
5
4
3
3
3
5
3
3
4
5
4
4
5
4
4
4
4
4
90
89
4
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
112
90
4
4
5
4
5
5
5
5
5
5
4
4
5
4
5
4
4
5
5
3
5
3
5
103
91
5
5
5
5
5
5
4
4
5
4
5
4
4
4
5
5
5
4
4
5
5
4
4
105
92
5
4
4
4
5
4
4
5
5
4
5
4
4
5
4
4
4
4
4
4
4
4
4
98
93
4
5
4
4
4
5
4
5
5
5
4
3
5
4
4
4
4
5
4
5
5
4
3
99
94
4
5
5
5
5
4
4
4
5
4
4
4
5
5
4
5
4
5
5
4
5
5
4
104
95
4
5
5
5
4
3
4
3
5
4
3
4
3
4
4
4
4
4
4
5
5
4
5
95
96
5
4
5
5
5
4
4
4
5
5
5
5
5
4
3
4
4
5
4
4
4
5
4
102
97
4
5
5
3
4
4
3
4
5
5
5
5
4
4
4
4
4
4
4
4
5
5
4
98
98
5
5
4
5
3
3
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
109
100
99
3
3
5
5
4
4
4
4
5
5
4
4
4
5
4
5
4
5
4
5
5
4
5
100
5
5
4
4
4
3
3
4
4
4
4
4
3
4
3
3
3
3
3
3
4
4
5
86
TOTAL
435
454
455
434
448
458
458
462
459
460
460
458
466
467
465
469
464
464
465
463
471
466
465
10566
Universitas Sumatera Utara
Lampiran 4. Uji Validitas Persepsi Nasabah
Correlations
P1
Pearson
Correlation
Sig. (2tailed)
N
P2
Pearson
Correlation
Sig. (2tailed)
N
P3
Pearson
Correlation
Sig. (2tailed)
N
P4
Pearson
Correlation
Sig. (2tailed)
N
P5
Pearson
Correlation
Sig. (2tailed)
N
P6
Pearson
Correlation
Sig. (2tailed)
N
P7
Pearson
Correlation
Sig. (2tailed)
N
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
P11
P12
P13
P14
P15
P16
P17
P18
P19
P20
P21
P22
P23
Total
1
.451**
.420**
.244*
.316**
.170
.071
.265**
.276**
.242*
.254*
.168
.367**
.241*
.161
.220*
.085
.139
-.014
.288**
.129
.211*
.098
.405**
.000
.000
.014
.001
.091
.482
.008
.005
.015
.011
.095
.000
.016
.111
.028
.399
.168
.888
.004
.202
.035
.330
.000
100
100
100
100
100
100
.451
**
1
.377
.000
100
.420
100
**
.000
100
*
.014
.435
.000
100
.316
.000
100
100
1
.265
100
**
.431
.265
**
100
**
100
**
.296
.296
.008
.003
100
100
1
.428
.428
**
100
100
1
.003
.000
100
100
100
100
.170
.293**
.209*
.325**
.091
.003
.037
.001
.011
100
100
.228
100
*
.386
.252
.386
.000
.000
100
*
.264
.402
.000
100
**
.312
.512
.251
.324
100
**
.001
100
**
.018
100
**
.229
.490
100
*
.210
*
.287
.000
.004
100
100
.184
.298
.067
.003
100
**
.000
100
*
.235
*
.390
100
**
.265
100
**
.000
.233
.008
.020
100
100
.134
.373
.229
100
*
.022
**
.326
.264
.213
.001
.034
100
100
.018
.197
.393
.073
.215
.000
.031
.032
100
100
100
.264
100
**
.035
100
*
.228
100
*
.023
100
*
.211
.211
*
*
.236
.215
.162
.148
.318
.108
.143
.001
100
*
.216
100
*
.125
.008
100
**
100
**
.180
100
**
.008
100
*
.454
**
.000
100
**
100
**
.398
100
**
.353
100
**
.396
100
*
.000
.363
.018
.000
.000
.000
100
100
100
100
.138
.119
.037
.234
.213
100
*
.033
.380
100
**
.000
100
*
.281
.206
*
.040
100
**
.376
100
**
.000
100
**
100
**
.415
100
**
**
.353
.263
100
**
.008
.000
100
100
.106
.453**
.294
.000
100
**
.626**
.367
.000
.000
100
100
.185
.290
100
**
.595**
.000
100
**
.434**
.011
.008
.002
.012
.022
.036
.185
.000
.861
.049
.035
.172
.238
.714
.019
.005
.066
.003
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.252*
1
.346**
.410**
.288**
.344**
.406**
.279**
.366**
.267**
.345**
.326**
.318**
.318**
.225*
.224*
.359**
.313**
.228*
.536**
.000
.000
.004
.000
.000
.005
.000
.007
.000
.001
.001
.001
.024
.025
.000
.002
.022
.000
100
100
100
**
.325
100
*
.017
100
**
.239
.332
100
**
.001
100
*
.044
100
**
.202
.494
100
**
.000
100
**
.000
100
**
.350
.511
100
**
.000
100
*
.023
100
**
.228
.510
100
**
.000
100
*
.037
.001
.000
100
.209
.365
100
**
.000
100
**
.000
.001
**
.293
100
**
.003
100
**
100
**
.431
100
**
.000
.008
100
**
.435
.000
.000
100
.244
.377
**
100
**
.264
100
**
.071
.365
.346
.482
.000
.023
.000
.008
.000
100
100
100
100
100
100
**
1
100
.418
100
**
.465
100
**
.585
100
**
.427
100
**
.458
100
**
.334
100
**
.457
100
**
.374
100
**
.267
100
**
.264
100
**
.429
100
**
.429
100
**
.357
100
**
.403
100
**
.536
100
**
.405
100
**
.645**
.000
.000
.000
.000
.000
.001
.000
.000
.007
.008
.000
.000
.000
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Universitas Sumatera Utara
74
P8
P9
Pearson
Correlation
Sig. (2tailed)
.265**
.510**
.350**
.402**
.312**
.410**
.418**
.008
.000
.000
.000
.002
.000
.000
N
100
Pearson
Correlation
Sig. (2tailed)
N
P10
Pearson
Correlation
Sig. (2tailed)
N
P11
Pearson
Correlation
Sig. (2tailed)
N
P12
P13
P14
Pearson
Correlation
Sig. (2tailed)
P16
.005
.494
.332
.011
.001
100
100
.390
.095
N
Pearson
Correlation
Sig. (2tailed)
N
100
Pearson
Correlation
Sig. (2tailed)
Pearson
Correlation
Sig. (2tailed)
**
.235
.490
.018
.000
100
100
.184
.265
.000
.067
100
100
.367**
.287**
.000
.004
.241
100
*
.398
.016
.000
100
100
.161
.454
.036
.000
100
100
.427
.515**
.543**
.610**
.154
.247*
.394**
.304**
.285**
.439**
.465**
.511**
.725**
.000
.000
.000
.000
.000
.000
.000
.127
.013
.000
.002
.004
.000
.000
.000
.000
100
100
100
100
1
.490
.391
100
**
.000
100
100
1
.442
.000
.000
100
100
1
.429
100
100
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
.298**
.233*
.373**
.366**
.334**
.515**
.271**
.470**
.280**
.003
.020
.000
.000
.001
.000
.006
.000
.005
.000
100
100
.229
.001
100
.264
.326
100
**
.213
.018
.267
.861
.007
100
*
.197
100
.000
100
*
.345
.457
100
**
.000
100
**
.374
.543
100
**
.000
100
**
.610
.439
100
**
.000
100
**
.479
.603
100
**
.000
100
**
.551
.376
.431
.392
.000
.552
.482
.320
.256
.376
.421
.432
.466
.566
.628
100
**
.000
100
**
.418
.468
.673
100
**
.683**
.000
.010
.007
.000
.000
.000
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
.392**
1
.578**
.534**
.291**
.337**
.289**
.241*
.412**
.463**
.400**
.481**
.645**
.000
.000
.003
.001
.004
.016
.000
.000
.000
.000
.000
100
100
100
100
.552
100
**
.482
.578
**
1
.584
.000
100
**
.534
100
**
.584
**
**
.186
.228
.000
.064
.023
100
100
100
1
.194
.226
100
*
.455
100
**
.000
.000
100
*
.414
.413
100
**
.000
100
**
.338
.419
100
**
.000
100
**
.298
.474
100
**
.000
100
**
.471
.469
100
**
.000
100
**
.459
.398
100
**
.000
100
**
.401
.676**
100
**
.667**
.111
.000
.008
.034
.049
.000
.000
.000
.000
.000
.000
.000
.000
.000
.053
.024
.000
.001
.003
.000
.000
.000
.000
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.220
.180
.264
.154
.196
.325
.186
.194
1
.512
*
**
.228
*
.211
*
.326
**
.267
**
**
.320
**
**
.000
100
**
.780**
.000
100
**
.000
100
**
.563
.580
100
**
.000
100
**
.000
100
**
.481
.699
.691**
.000
100
**
.000
100
**
.000
100
**
.391
.625
.471
100
**
.000
100
**
.000
100
**
.000
100
**
.432
.397
.497
100
**
.000
100
**
.000
100
**
.000
100
.267
.465
.423
.466
100
**
.000
100
**
.000
100
**
.000
*
.649
.314
100
**
.001
100
**
.000
100
**
100
**
.365
.408
100
**
.000
100
**
.000
.001
100
**
.325
.000
100
**
100
**
.000
100
**
.431
.008
.452
100
**
.000
100
**
.376
.051
.001
100
**
.263
100
**
.000
100
**
.551
.196
100
**
.000
.000
100
**
1
100
**
.280
100
**
.000
100
**
.603
.479
**
.000
100
**
.000
.005
.000
**
.429
**
.470
.439
100
**
.000
100
**
.000
.005
**
.541
100
**
.541
.271
100
**
.006
100
**
.185
100
.509
100
**
.509
100
**
.000
.000
100
**
.442
**
100
**
.008
*
.528
.545
.545
.000
100
**
.000
100
**
.490
**
100
**
.000
.000
100
.458
.600
100
**
.000
**
.528**
.279
.022
**
.406
.391**
100
**
.000
100
**
.600**
.134
100
**
**
.210
100
**
.000
100
*
.585
.612
**
.612**
.000
100
**
.000
100
**
.344
.465
100
**
.000
100
*
.022
100
*
.229
.288
100
**
.004
100
**
.001
100
**
.324
.251
100
*
.012
100
*
.017
100
*
.239
.512
100
**
.000
100
**
.000
100
.202
100
*
.044
100
*
.015
.254
100
**
.000
100
.242
.511
.168
N
P15
.276
100
**
1
.256
*
.291
**
**
.437
**
.327
**
.413
**
.402
**
.492
**
.325
**
.515
Universitas Sumatera Utara
**
75
P17
Sig. (2tailed)
.028
.073
.008
N
100
100
100
Pearson
Correlation
Sig. (2tailed)
N
P18
Pearson
Correlation
Sig. (2tailed)
N
P19
Pearson
Correlation
Sig. (2tailed)
N
P20
Pearson
Correlation
Sig. (2tailed)
N
P21
Pearson
Correlation
Sig. (2tailed)
N
P22
Pearson
Correlation
Sig. (2tailed)
N
P23
Total
Pearson
Correlation
Sig. (2tailed)
.023
100
*
.085
.125
.211
.399
.215
.035
.018
100
100
100
100
.139
.393
.168
100
**
.236
.162
.353
.000
.108
100
100
-.014
.216*
.888
.031
100
.288
100
**
.215
.004
.032
100
100
.129
.415
.202
.000
100
.211
.376
.035
.000
100
100
.098
.263
.330
N
Pearson
Correlation
Sig. (2tailed)
.318
.172
.001
100
100
.264
100
**
.008
.023
100
**
.024
100
**
100
1
.385
100
**
.556
.000
.000
100
100
.000
.000
100
**
.000
100
**
.000
100
**
.000
100
**
100
**
.681**
.000
.000
.000
.000
.000
.005
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
.148
.396**
.037
.225*
.429**
.304**
.408**
.423**
.432**
.432**
.241*
.413**
.338**
.327**
.556**
.520**
1
.411**
.502**
.545**
.418**
.601**
.143
.000
.714
.024
.000
.002
.000
.000
.000
.000
.016
.000
.001
.001
.000
.000
.000
.000
.000
.000
.000
100
100
.318
.213
.206
.363
.000
.019
100
*
.380
100
.353
.040
.000
100
100
**
.281
.359
.005
.000
100
100
.185
.313
.066
.002
.290
.228
.403
.000
.000
100
*
.405
.465
.000
100
**
.511
.497
.000
100
**
.471
.699
.000
100
**
.580
.563
.000
100
**
.418
.628
.000
100
**
.468
.400
.000
100
**
.481
.469
.000
100
**
.398
.459
.000
100
**
.401
.492
.325
.405
.523
.447
.545
100
**
.418
.446
.000
100
100
1
.665
.368
.665
**
100
**
100
**
.542
.542
.000
.000
100
100
1
.552
.552
**
.609**
.000
100
**
100
**
.368
100
**
.000
.000
100
**
.446
.000
100
**
.000
100
**
.447
**
100
**
.000
.000
100
**
.502
100
**
.000
100
**
.661
1
100
**
.000
100
**
.000
100
**
.429
100
**
.000
100
**
.598
.411
**
.000
100
**
.000
100
**
.412
.279
100
**
.005
100
**
.000
100
**
.402
.516
100
**
.000
100
**
.000
100
**
.471
.413
100
**
.000
100
**
.000
100
**
.474
.298
100
**
.003
100
**
.000
100
**
.463
.419
100
**
.000
100
**
.000
100
**
.566
.412
100
**
.000
100
**
.000
100
**
.481
.466
100
**
.000
100
**
.000
100
**
.625
.391
.000
100
**
.000
100
**
.466
.397
.000
100
**
.000
100
.536
.439
.314
.001
100
**
.000
**
.285
.004
100
**
100
**
.357
.000
100
**
100
**
.224
.025
100
**
.000
*
.234
100
**
.523
.540**
.004
100
.661
.405
100
**
100
**
.598
.429
100
**
.000
100
.279
.412
100
**
.000
100
**
.520
.516
100
**
.001
.000
100
1
100
**
.000
100
**
.385
**
100
**
.000
.000
100
.437
100
**
.000
100
**
.414
100
.000
100
**
.512
**
.001
.000
100
.455
.226
100
*
.000
100
*
.289
.228
100
*
.000
.000
100
.421
100
**
.001
100
**
.337
.053
100
*
.465
100
**
.007
100
**
.267
.064
.000
100
.649
100
**
.000
100
**
.376
.003
100
**
.452
100
**
.000
100
**
.365
.010
.001
100
.394
100
**
.008
100
**
.263
.001
100
**
.429
100
*
.013
100
**
.247
.001
.238
100
**
.138
100
**
.051
100
.033
**
100
.127
.000
100
100
*
100
.007
.318
.001
**
**
.001
.119
100
*
*
.035
100
**
.744**
.000
100
**
.770**
.000
.000
100
100
1
.666**
.106
.367
.008
.294
.000
.003
.022
.000
.000
.000
.000
.000
.000
.000
.000
.000
.001
.000
.000
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.405**
.626**
.453**
.595**
.434**
.536**
.645**
.725**
.691**
.780**
.673**
.683**
.645**
.676**
.667**
.515**
.540**
.681**
.601**
.609**
.744**
.770**
.666**
1
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
Universitas Sumatera Utara
76
Total
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
Sig. (2tailed)
N
.405**
.626**
.453**
.595**
.434**
.536**
.645**
.725**
.691**
.780**
.673**
.683**
.645**
.676**
.667**
.515**
.540**
.681**
.601**
.609**
.744**
.770**
.666**
1
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Universitas Sumatera Utara
77
Lampiran 5. Uji Validitas Harapan Nasabah
Correlations
P1
Pearson
Correlation
P1
Pearson
Correlation
Sig. (2tailed)
N
P3
Pearson
Correlation
Sig. (2tailed)
N
P4
P5
.600
100
.339
Pearson
Correlation
Sig. (2tailed)
Pearson
Correlation
Sig. (2tailed)
N
0
100
100
100
100
1
.446
100
100
N
.446
**
.428
0
0.416
0
100
100
100
1
0.042
0.416
0.01
100
100
100
.428
**
.417
0
0
0
100
100
100
0.147
0.066
.225
0.143
0.514
100
100
.397
**
.364
.256
100
.256
.385
**
0.082
0.082
**
.385
0.042
0
*
.204
P5
*
0.001
100
**
.339
P4
**
0
0.001
Sig. (2tailed)
Pearson
Correlation
Sig. (2tailed)
**
P3
**
0
.204
N
P7
.600
100
Pearson
Correlation
N
P6
1
Sig. (2tailed)
N
P2
P2
**
*
*
0.01
0
100
100
1
.213
100
**
.417
.213
*
P6
**
**
**
*
100
.397
0.143
0
100
100
0.066
.364
0.514
0
100
100
.225
*
.296
.358
P9
**
0
100
**
.406
**
0
.286
0
100
100
.350
**
.335
0.147
.393
.277
0.098
0
100
100
100
**
0.177
.278
**
.230
*
100
100
100
100
100
.260
100
100
100
100
100
.205
.242
.320
.225
.217
*
0.193
0.179
.457
100
100
100
100
100
100
0.001
0
100
100
1
.544
100
.544
0
0
0.003
0.145
0
0
100
100
100
100
100
100
**
0
.502
0
0
100
100
1
100
0
100
**
.705
.381
100
**
**
.250
*
**
0.183
.250
0
100
100
100
100
100
100
100
100
100
100
.315
.408
0.001
0.003
0.001
0
100
100
100
100
.321
**
.286
**
.264
**
.307
.423
0
.365
0.004
0.008
0.002
0
100
100
100
100
100
100
.608
**
.369
**
.477
**
.642
0
100
**
**
.621
.373
100
**
.524
**
0
100
**
.504
**
.306
.399
0.002
0
100
100
.274
**
.410
0.006
0
100
100
.493
**
.538
.429
0
100
**
**
.292
**
.240
**
100
.372
*
0.024
0.029
0
100
100
100
100
100
.373
100
100
.385
0
100
100
100
.443
**
100
0.098
0
.277
0
0.002
0.016
**
.544**
.226
.502
**
**
**
.281
**
.332
*
**
0.166
.307
0.005
.475
100
**
0.003
**
0
100
0.012
.291
0.054
100
0.012
.326
.533**
100
.367
**
0.193
100
0.069
**
100
100
0.815
**
100
0
0.002
**
.322
**
.578**
0
0.001
0.005
**
.290
**
Total
**
0
0.003
0.004
**
.316
**
**
.357
0.001
0.153
**
.250
*
**
.372
P23
**
0.001
0.033
0.001
.270
0.024
*
.316
.287
**
.309
**
**
0.144
**
.277
**
0.012
**
100
100
100
.414
100
100
100
.393
100
100
100
.340
0
100
100
**
0.013
0.1
100
**
0.053
0.009
100
**
.248
0.022
100
**
0.194
0.005
*
*
0.165
0.079
0
.214
**
0.005
**
.481
0
0.004
*
.207
P22
*
0.039
0.002
*
.247
P21
*
0.013
0.026
**
*
.206
P20
*
0.039
0.074
**
P19
**
0.003
0.055
100
**
.283
0.054
.292
0.03
100
100
100
**
.375
0.025
100
100
.311
100
0.166
0.001
100
**
.223
**
0.194
P18
**
0.015
100
100
100
*
0
P17
0.04
0.005
0.001
100
0.007
P16
0.005
0.263
0.483
0
.380
P15
**
0.001
0.145
0.025
0.004
.266
P14
**
0.004
0.483
.340
.373
P13
**
0.003
0.033
**
.279
.288
P12
**
0.025
.279
100
**
100
**
0.113
1
.396
P11
**
0
100
**
.362
0.001
0
100
**
.318
P10
**
0.147
0.071
.296
0.147
P8
**
0.071
0.033
*
P7
**
.219
.268
*
**
.409**
.627**
0.005
0.001
0.007
0
100
100
100
100
0.165
0.115
.526**
0.015
0.101
0.253
0
100
100
100
100
.242
.429
*
**
.458
**
.414
**
.786**
0
0.007
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Universitas Sumatera Utara
78
P8
P9
P10
P11
P12
P13
P14
P15
Pearson
Correlation
.358**
.406**
.286**
0.113
.414**
.502**
.705**
Sig. (2tailed)
0
0
0.004
0.263
0
0
0
N
100
100
100
100
100
100
100
Pearson
Correlation
.318**
.350**
.335**
.279**
.381**
.250*
Sig. (2tailed)
0.001
0
0.001
0.005
0
N
100
100
100
100
Pearson
Correlation
.362**
.396**
.279**
Sig. (2tailed)
0
0
N
100
Pearson
Correlation
.445**
.588**
.441**
.434**
.614**
.558**
.386**
.428**
.449**
.387**
.305**
.394**
.328**
.308**
.277**
.722**
0
0
0
0
0
0
0
0
0
0
0.002
0
0.001
0.002
0.005
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.270**
.445**
1
.357**
.382**
.407**
.313**
.341**
.237*
.339**
.231*
.295**
.338**
.283**
.339**
0.189
.222*
.567**
0.012
0.007
0
0
0
0
0.002
0.001
0.018
0.001
0.021
0.003
0.001
0.004
0.001
0.06
0.026
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.214*
.326**
.321**
.608**
.588**
.357**
1
.462**
.399**
.630**
.520**
.206*
.301**
.414**
.353**
.276**
.307**
.459**
.338**
0.193
.666**
0.005
0.033
0.001
0.001
0
0
0
0
0
0
0
0.039
0.002
0
0
0.005
0.002
0
0.001
0.054
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.288**
.223*
.205*
0.144
.291**
.286**
.369**
.441**
.382**
.462**
1
.279**
.417**
.386**
.272**
.384**
.302**
.302**
0.128
.291**
.272**
.219*
.287**
.539**
Sig. (2tailed)
0.004
0.026
0.04
0.153
0.003
0.004
0
0
0
0
0.005
0
0
0.006
0
0.002
0.002
0.206
0.003
0.006
0.029
0.004
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.373**
.311**
.242*
.287**
.315**
.264**
.477**
.434**
.407**
.399**
.279**
1
.472**
.556**
.380**
.394**
.411**
0.188
.414**
.329**
.262**
.551**
.270**
.642**
Sig. (2tailed)
0
0.002
0.015
0.004
0.001
0.008
0
0
0
0
0.005
0
0
0
0
0
0.062
0
0.001
0.009
0
0.007
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.266**
.283**
.320**
.277**
.408**
.307**
.642**
.614**
.313**
.630**
.417**
.472**
1
.593**
.321**
.354**
.516**
.418**
.390**
.426**
.486**
.493**
.241*
.722**
Sig. (2tailed)
0.007
0.004
0.001
0.005
0
0.002
0
0
0.002
0
0
0
0
0.001
0
0
0
0
0
0
0
0.016
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.380
1
.454
Sig. (2tailed)
0
0.005
0.025
0.002
0
0
0
0
0.001
0
0
0
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
0.194
0.177
.217*
0.024
.373**
.524**
.504**
.386**
.237*
.206*
.272**
.380**
Sig. (2tailed)
0.054
0.079
0.03
0.815
0
0
0
0
0.018
0.039
0.006
N
100
100
100
100
100
100
100
100
100
100
100
**
.277
**
.225
*
.309
**
.423
**
.365
**
.621
**
1
.558
**
.341
**
.520
**
.386
**
.556
100
**
.593
**
**
.379
**
.531
**
.343
**
.357
**
.502
**
.293
**
.506
**
.323
**
.725
**
0
0
0
0
0
0
0.003
0
0.001
0
100
100
100
100
100
100
100
100
100
100
100
.321**
.454**
1
.376**
.481**
.265**
.383**
.389**
.220*
.283**
0.155
.548**
0
0.001
0
0
0
0.008
0
0
0.028
0.004
0.124
0
100
100
100
100
100
100
100
100
100
100
100
100
100
Universitas Sumatera Utara
79
P16
P17
P18
P19
P20
P21
P22
P23
Pearson
Correlation
0.166
.278**
0.193
0.183
.306**
.274**
.493**
.428**
.339**
.301**
.384**
.394**
.354**
.379**
.376**
Sig. (2tailed)
0.098
0.005
0.055
0.069
0.002
0.006
0
0
0.001
0.002
0
0
0
0
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.375**
.230*
0.179
.250*
.399**
.410**
.538**
.449**
.231*
.414**
.302**
.411**
.516**
.531**
Sig. (2tailed)
0
0.022
0.074
0.012
0
0
0
0
0.021
0
0.002
0
0
N
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.292**
.260**
.457**
.250*
.429**
.292**
.475**
.387**
.295**
.353**
.302**
Sig. (2tailed)
0.003
0.009
0
0.012
0
0.003
0
0
0.003
0
N
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.206*
0.165
.316**
.367**
.240*
.277**
.443**
.305**
Sig. (2tailed)
0.039
0.1
0.001
0
0.016
0.005
0
N
100
100
100
100
100
100
Pearson
Correlation
.247*
0.194
.316**
.307**
.373**
Sig. (2tailed)
0.013
0.053
0.001
0.002
N
100
100
100
Pearson
Correlation
.207*
.248*
Sig. (2tailed)
0.039
N
100
Pearson
Correlation
.481
Sig. (2tailed)
0
0
0.001
N
100
100
Pearson
Correlation
.357**
Sig. (2tailed)
N
.414**
.376**
.352**
.328**
.281**
.315**
.387**
.579**
0
0
0
0.001
0.005
0.001
0
0
100
100
100
100
100
100
100
100
100
.481**
.414**
1
.445**
.484**
.522**
.371**
.568**
.249*
.686**
0
0
0
0
0
0
0
0
0.013
0
100
100
100
100
100
100
100
100
100
100
100
100
0.188
.418**
.343**
.265**
.376**
.445**
1
.518**
.389**
.526**
.424**
.450**
.642**
0.002
0.062
0
0
0.008
0
0
0
0
0
0
0
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.338**
.276**
0.128
.414**
.390**
.357**
.383**
.352**
.484**
.518**
1
.456**
.418**
.528**
.328**
.611**
0.002
0.001
0.005
0.206
0
0
0
0
0
0
0
0
0
0
0.001
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.385**
.502**
.394**
.283**
.307**
.291**
.329**
.426**
.502**
.389**
.328**
.522**
.389**
.456**
1
.394**
.469**
.304**
.643**
0
0
0
0
0.004
0.002
0.003
0.001
0
0
0
0.001
0
0
0
0
0
0.002
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.290**
0.166
.281**
.242*
.429**
.328**
.339**
.459**
.272**
.262**
.486**
.293**
.220*
.281**
.371**
.526**
.418**
.394**
1
.383**
.488**
.585**
0.013
0.003
0.098
0.005
0.015
0
0.001
0.001
0
0.006
0.009
0
0.003
0.028
0.005
0
0
0
0
0
0
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**
0.165
.458
0.189
.338
1
.429
0.024
0.001
0.101
0
0.002
0.06
0.001
0.029
0
0
0
0.004
0.001
0
0
0
0
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
0.193
.372**
.219*
.268**
0.115
.414**
.277**
.222*
0.193
.287**
.270**
.241*
.323**
0.155
.387**
.249*
.450**
.328**
.304**
0
0.054
0
0.029
0.007
0.253
0
0.005
0.026
0.054
0.004
0.007
0.016
0.001
0.124
0
0.013
0
0.001
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**
.372
**
.322
**
.226
*
.332
**
.308
**
**
.219
*
.551
**
.493
**
.506
**
.283
**
1
.315
**
.568
**
.424
**
.528
**
.469
100
**
.383
**
**
.659
**
0
0
100
100
100
.488**
.429**
1
.530**
0.002
0
0
100
100
100
0
100
Universitas Sumatera Utara
100
80
Total
Pearson
Correlation
.578**
.533**
.544**
.409**
.627**
.526**
.786**
.722**
.567**
.666**
.539**
.642**
.722**
.725**
.548**
.579**
.686**
.642**
.611**
.643**
.585**
.659**
.530**
Sig. (2tailed)
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Universitas Sumatera Utara
1
100
Lampiran 6. Uji Reliabilitas Persepsi Nasabah
Reliability Statistics
Cronbach's
Cronbach's
Alpha Based on
Alpha
Standardized
N of Items
Items
.922
.924
23
Item-Total Statistics
Cronbach's
Scale Mean if
Scale Variance if Corrected Item-
Item Deleted
Item Deleted
Total Correlation
P1
101.31
61.812
.517
.919
P2
101.12
62.895
.475
.920
P3
101.11
62.786
.487
.920
P4
101.32
63.695
.334
.924
P5
101.18
61.765
.576
.918
P6
101.08
62.761
.465
.920
P7
101.08
60.519
.755
.915
P8
101.04
61.049
.683
.916
P9
101.07
62.712
.514
.919
P10
101.06
61.431
.619
.917
P11
101.06
63.411
.489
.920
P12
101.08
61.953
.596
.918
P13
101.00
61.333
.684
.916
P14
100.99
62.131
.693
.916
P15
101.01
63.424
.500
.919
P16
100.97
63.423
.536
.919
P17
101.02
62.363
.650
.917
P18
101.02
62.747
.602
.918
P19
101.01
62.535
.565
.918
P20
101.03
62.191
.599
.918
P21
100.95
63.442
.543
.919
P22
101.00
62.465
.620
.917
P23
101.01
63.303
.478
.920
Alpha if Item
Deleted
Universitas Sumatera Utara
82
Lampiran 7. Uji Reliabilitas Harapan Nasabah
Reliability Statistics
Cronbach's
Cronbach's
Alpha Based on
Alpha
Standardized
N of Items
Items
.929
.929
23
Item-Total Statistics
Scale Mean if Item Scale Variance if
Corrected Item-
Cronbach's Alpha if
Deleted
Item Deleted
Total Correlation
Item Deleted
P1
80.54
134.089
.347
.929
P2
80.59
128.891
.579
.926
P3
80.44
132.289
.390
.929
P4
80.43
129.621
.545
.926
P5
80.58
133.377
.377
.929
P6
80.63
130.336
.479
.927
P7
80.75
129.159
.602
.925
P8
80.65
125.119
.682
.924
P9
80.47
128.757
.654
.924
P10
80.54
126.635
.751
.923
P11
80.54
128.534
.632
.925
P12
80.42
128.387
.643
.924
P13
80.66
128.449
.599
.925
P14
80.58
128.226
.634
.925
P15
80.71
127.844
.623
.925
P16
80.24
132.083
.464
.927
P17
80.36
131.990
.493
.927
P18
80.43
129.116
.644
.925
P19
80.33
129.941
.553
.926
P20
80.37
130.902
.567
.926
P21
80.38
127.208
.711
.923
P22
80.50
127.384
.741
.923
P23
80.60
129.091
.626
.925
Universitas Sumatera Utara
Lampiran 1. Kuesioner Penelitian
NO :
KUESIONER PENELITIAN
ANALISIS KEPUASAN NASABAH TERHADAP KUALITAS
PELAYANAN PADA SALAH SATU BANK DI MEDAN
DENGAN MENGGUNAKAN METODE
FUZZY-SERVQUAL
I. IDENTITAS RESPONDEN
Jenis Kelamin
:
Laki-laki
Usia
:
Pekerjaan
:
Wanita
tahun
II. PETUNJUK PENGISIAN
1. Mohon memberi tanda silang (X) pada jawaban yang paling sesuai.
2. Setelah mengisi kuesioner ini, mohon diberikan kembali kepada yang
menyerahkan kuesioner ini pertama kali.
3. Perhatikan tabel ini terlebih dahulu, sebagai panduan untuk mengukur tingkat
persepsi dan harapan layanan.
Persepsi
Sangat Tidak Puas
Kurang Puas
Cukup Puas
Puas
Sangat Puas
NO
Harapan
Sangat Tidak Penting
Kurang Penting
Cukup Penting
Penting
Sangat Penting
Daftar Pertanyaan
Tangible (Bukti Fisik)
Skor
1
2
3
4
5
Persepsi
Harapan
1.
Penampilan gedung dan interior bangunan.
1 2 3 4 5
1 2 3 4 5
2.
Peralatan teknologi yang memadai.
1 2 3 4 5
1 2 3 4 5
3.
Ruang pelayanan tenang dan nyaman.
1 2 3 4 5
1 2 3 4 5
4.
Penampilan karyawan.
1 2 3 4 5
1 2 3 4 5
Universitas Sumatera Utara
71
5.
Bentuk fasilitas yang disediakan.
1 2 3 4 5
1 2 3 4 5
6.
Tersedianya tempat parkir yang aman.
1 2 3 4 5
1 2 3 4 5
Reliability (Kehandalan)
7.
Penyelesaian keluhan nasabah.
1 2 3 4 5
1 2 3 4 5
8.
Kecepatan dan ketepatan transaksi.
1 2 3 4 5
1 2 3 4 5
9.
Pelayanan jasa dari awal hingga akhir.
1 2 3 4 5
1 2 3 4 5
10.
Selalu memberikan pelayanan yang terbaik.
1 2 3 4 5
1 2 3 4 5
Jenis produk dan jasa Bank, memenuhi harapan
1 2 3 4 5
1 2 3 4 5
11.
nasabah.
Responsiveness (Daya Tanggap)
12.
Kejelasan penyampaian informasi.
1 2 3 4 5
1 2 3 4 5
13.
Kecepatan dalam penanganan keluhan nasabah.
1 2 3 4 5
1 2 3 4 5
14.
Membantu menyelesaikan kesulitan nasabah.
1 2 3 4 5
1 2 3 4 5
15.
Kecepatan pelayanan.
1 2 3 4 5
1 2 3 4 5
Keamanan selama bertranksaksi.
1 2 3 4 5
1 2 3 4 5
Keramahan dan kesabaran dalam memberikan
1 2 3 4 5
1 2 3 4 5
Memberikan kepercayaan kepada nasabah.
1 2 3 4 5
1 2 3 4 5
Karyawan melayanai dengan sopan dan
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
Assurance (Jaminan)
16.
17.
18.
19.
pelayanan.
bersahabat.
Empathy ( Kepedulian)
20.
Kemampuan karyawan berkomunikasi dengan
nasabah.
21.
Mengutamakan kepuasan nasabah.
1 2 3 4 5
1 2 3 4 5
22.
Pelayanan jasa yang diberikan.
1 2 3 4 5
1 2 3 4 5
Nasabah selalu merasa kepentingnya
1 2 3 4 5
1 2 3 4 5
23.
diutamamakan.
Universitas Sumatera Utara
72
Lampiran 2. Hasil Persepsi Nasabah Terhadap Layanan
n
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
P11
P12
P13
P14
P15
P16
P17
P18
P19
P20
P21
P22
P23
1
4
4
5
4
4
5
5
5
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
97
2
4
5
5
5
4
3
5
5
5
5
5
4
4
4
4
4
4
5
4
4
4
4
4
100
3
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
4
3
3
3
5
3
4
4
5
4
5
5
4
4
5
4
3
5
5
5
4
5
4
5
97
5
4
4
4
4
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
108
6
2
2
3
3
4
2
3
4
3
3
3
4
3
3
3
2
3
3
4
4
4
3
3
71
7
4
4
3
5
4
4
4
5
5
5
4
5
5
5
5
4
4
4
5
5
5
5
5
104
8
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
9
3
4
4
3
4
3
4
3
3
4
4
4
3
3
3
4
4
4
4
4
3
4
3
82
10
4
3
4
4
4
3
4
4
4
4
4
4
4
4
3
5
4
4
4
4
4
4
3
89
11
4
4
3
3
4
3
3
3
4
4
3
3
3
4
3
4
4
4
4
4
4
3
3
81
12
5
4
3
5
3
4
3
3
4
4
4
3
3
3
3
5
4
4
4
4
4
4
3
86
13
3
3
4
3
3
3
4
3
3
4
3
4
4
4
3
4
3
4
3
4
3
4
4
80
14
3
3
2
4
3
3
3
3
3
3
3
3
4
5
4
3
3
3
3
3
2
2
3
71
15
4
4
3
4
4
3
5
3
4
4
3
3
3
3
2
4
3
3
3
4
4
4
4
81
16
2
3
3
4
3
4
3
2
3
3
3
4
2
3
2
3
4
3
4
4
3
3
3
71
17
4
5
4
3
4
4
3
5
4
5
3
4
3
3
3
3
3
4
1
3
4
4
4
83
18
4
4
4
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
5
5
5
4
4
96
19
4
4
5
4
4
4
4
4
4
3
4
4
4
4
4
4
3
4
4
4
4
4
3
90
20
4
4
3
3
3
3
3
4
4
4
3
4
3
4
4
3
3
4
3
4
3
3
3
79
21
3
4
4
4
3
5
4
4
3
4
4
4
4
4
3
4
5
3
5
4
4
4
4
90
22
3
4
5
4
4
4
4
4
4
4
3
4
4
3
4
4
4
4
4
4
4
4
3
89
23
5
4
5
5
4
5
4
5
5
5
5
4
5
5
4
5
5
5
5
5
5
5
5
110
24
3
4
4
3
4
4
3
4
4
4
3
4
3
3
4
4
3
3
3
3
3
3
3
79
25
4
3
4
2
2
2
3
4
3
3
2
3
2
4
2
4
2
3
3
2
2
3
3
65
26
3
3
3
4
3
2
3
3
4
3
4
3
3
3
3
2
4
3
4
4
3
3
3
73
27
3
4
4
3
5
2
3
1
2
3
4
2
3
2
3
5
4
4
4
3
3
3
3
73
28
3
3
3
3
3
3
3
3
3
3
3
4
3
3
3
4
4
3
4
4
4
4
4
77
29
2
2
2
3
3
5
4
3
3
3
5
4
3
3
3
4
4
4
4
3
3
4
4
78
30
4
4
4
4
4
4
3
4
4
3
4
4
4
3
3
4
4
4
4
3
3
4
4
86
31
4
3
4
4
3
2
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
71
32
3
4
3
5
4
5
4
4
4
4
3
4
4
4
3
4
4
5
3
4
4
4
3
89
33
4
5
5
4
4
4
4
4
4
4
5
5
4
4
5
4
4
3
4
5
5
4
4
98
34
3
3
2
3
3
4
4
2
4
5
3
2
2
2
2
5
5
5
5
3
4
4
4
79
35
3
2
2
3
4
5
2
2
3
3
4
2
3
2
4
4
3
4
2
1
4
3
2
67
36
4
4
3
5
4
4
2
5
5
3
4
5
3
3
3
5
4
4
4
4
4
4
4
90
37
4
3
4
4
3
3
3
3
4
3
4
4
3
3
3
4
3
3
3
3
4
3
3
77
38
3
3
4
4
3
3
3
3
3
4
3
3
3
4
4
3
3
4
4
4
4
4
3
79
39
3
4
4
3
3
3
3
3
5
3
4
4
3
3
4
2
3
4
5
3
4
3
4
80
40
3
3
4
3
2
3
4
3
3
4
3
4
3
3
4
4
4
4
4
3
4
4
4
80
41
3
2
3
3
2
4
3
3
3
4
4
4
3
4
4
4
5
4
5
4
4
4
4
83
42
4
3
5
4
3
3
4
3
4
4
3
4
3
4
3
4
5
4
5
4
4
4
3
87
43
3
3
2
4
5
3
5
3
4
4
3
4
4
4
3
4
4
4
5
4
4
4
5
88
44
3
3
3
3
3
3
3
2
3
2
3
3
3
3
3
3
3
4
3
3
3
3
4
69
45
4
3
3
3
4
3
3
4
4
3
4
3
3
3
3
3
3
3
3
3
3
3
3
74
46
3
4
3
3
2
4
2
3
3
3
3
3
4
4
3
4
3
3
4
3
4
3
3
74
47
3
3
4
4
3
3
3
3
4
3
3
3
3
3
4
4
4
4
4
4
3
4
3
79
48
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
4
4
4
4
4
4
4
3
90
49
4
5
5
5
5
4
5
5
5
5
5
4
5
5
5
5
5
4
5
5
5
5
5
111
50
3
4
4
5
4
4
4
4
5
4
4
5
4
4
4
5
4
5
5
4
5
4
5
99
51
4
3
5
4
4
4
2
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
90
52
3
3
4
4
3
4
3
3
4
3
4
4
3
4
3
4
5
2
4
5
3
2
3
80
Universitas Sumatera Utara
TOTAL
73
53
3
3
3
3
3
3
3
3
3
4
3
4
4
4
3
4
4
3
4
3
3
4
3
77
54
4
3
5
3
2
4
4
4
4
4
5
4
4
4
4
5
4
4
5
5
4
4
2
91
55
3
3
3
1
2
5
3
2
2
3
2
4
4
4
4
4
4
4
4
4
4
4
2
75
56
3
4
3
4
3
3
3
4
3
4
3
4
3
3
3
4
4
4
4
4
4
4
3
81
57
3
3
4
2
3
2
2
1
2
2
2
2
1
2
2
2
2
2
2
3
2
2
1
49
58
4
5
5
4
5
5
4
5
5
5
5
5
5
5
5
4
4
4
4
5
5
5
4
107
59
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
93
60
2
2
2
3
3
4
4
2
3
3
3
4
3
2
2
4
3
3
3
4
4
3
4
70
61
4
5
4
4
4
4
4
4
4
4
4
4
4
4
4
5
5
5
4
4
5
4
4
97
62
2
3
4
4
4
4
4
4
3
3
3
3
3
3
3
4
4
4
5
3
3
3
4
80
63
4
4
4
4
4
4
2
3
3
3
3
3
2
3
2
3
3
3
3
3
3
3
3
72
64
4
4
3
4
4
5
3
5
4
4
4
5
5
4
4
5
3
5
4
4
5
4
5
97
65
3
2
4
4
3
3
3
2
4
2
4
4
1
2
1
5
5
4
5
4
4
4
3
76
66
4
3
3
3
3
3
3
3
4
3
3
3
3
3
3
3
2
2
3
3
2
3
3
68
67
2
2
3
4
4
4
4
4
4
4
3
4
3
4
4
4
4
3
4
4
4
4
4
84
68
5
5
5
5
5
5
5
4
4
4
4
5
4
4
4
4
4
4
4
4
4
4
4
100
69
4
4
4
3
4
3
3
4
4
4
3
4
4
4
4
4
4
4
4
3
4
4
4
87
70
4
4
5
4
4
3
4
4
4
5
4
5
4
3
4
5
5
5
4
5
4
5
5
99
71
4
4
4
5
4
3
3
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
90
72
5
5
3
3
3
4
3
5
4
4
3
5
4
5
5
4
5
4
4
4
3
4
3
92
73
5
1
5
2
5
3
1
2
1
1
1
1
5
1
1
5
5
1
1
5
2
1
3
58
74
4
4
3
4
4
4
3
3
4
3
3
3
3
3
3
2
3
3
3
3
3
1
3
72
75
3
3
4
3
4
3
3
4
3
3
3
3
4
4
3
3
4
3
4
3
4
3
3
77
76
3
3
2
4
4
1
3
3
4
2
3
4
2
2
3
3
3
2
3
3
2
3
3
65
77
3
4
3
4
3
1
3
3
3
4
2
4
4
5
4
4
3
4
4
4
5
3
4
81
78
3
3
3
5
3
4
4
3
4
3
5
2
3
4
3
4
4
4
3
4
3
4
4
82
79
3
4
5
4
3
4
4
5
4
4
3
4
3
4
5
5
3
4
4
3
4
4
4
90
80
4
3
5
4
4
4
3
4
4
4
5
4
4
4
4
5
4
4
4
4
4
4
4
93
81
4
3
3
3
4
3
3
3
3
3
3
4
3
3
3
4
3
3
3
4
3
3
3
74
82
4
5
4
3
4
5
5
5
4
4
4
4
3
4
5
4
4
4
4
4
4
3
3
93
83
5
2
3
3
2
2
3
2
3
3
3
3
4
4
2
3
3
4
4
4
2
3
3
70
84
4
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
4
5
4
4
4
94
85
4
3
3
3
3
3
3
3
3
3
4
4
3
3
4
4
4
4
4
4
4
4
3
80
86
4
4
4
4
3
3
1
3
3
3
4
2
1
2
3
4
4
4
4
4
3
3
4
74
87
4
5
5
4
4
3
3
4
4
3
3
3
4
4
4
4
4
4
4
3
3
3
4
86
88
4
4
4
4
3
4
3
2
3
3
4
4
4
4
2
4
4
3
3
3
4
3
3
79
89
3
3
2
2
2
2
3
4
4
4
5
5
4
4
4
4
5
4
4
4
5
5
5
87
90
5
5
4
5
4
3
4
2
4
4
5
5
2
5
2
5
3
5
4
5
5
5
3
94
91
4
4
4
4
4
4
3
3
4
3
4
3
3
3
4
4
4
3
3
4
4
3
3
82
92
3
3
4
3
2
3
4
4
4
3
4
3
3
4
4
3
3
3
2
3
3
3
3
74
93
4
4
3
4
4
4
4
3
3
4
4
3
4
3
4
5
4
3
4
4
3
4
3
85
94
4
4
3
5
5
4
3
3
4
2
4
3
4
3
4
4
3
3
4
4
4
4
3
84
95
5
4
4
3
3
3
3
3
5
3
3
4
4
3
3
3
4
3
4
3
4
4
3
81
96
5
4
5
5
5
4
4
4
2
4
4
4
4
3
3
3
3
3
4
3
4
4
3
87
97
3
3
4
2
4
2
3
2
3
4
3
4
4
4
4
5
4
4
3
4
5
4
4
82
98
3
3
5
5
3
4
3
4
3
3
3
3
4
4
3
4
4
4
4
4
4
3
3
83
99
5
3
4
3
4
4
3
4
3
5
4
4
5
4
4
3
3
4
3
4
4
4
5
89
100
3
5
3
4
5
3
3
5
4
4
3
3
4
3
3
3
4
4
4
3
5
4
4
86
TOTAL
363
358
373
374
359
354
342
352
370
363
363
375
351
359
346
393
381
374
384
380
379
367
357
8417
Universitas Sumatera Utara
74
Lampiran 3. Hasil Harapan Nasabah Terhadap Layanan
n
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
P11
P12
P13
P14
P15
P16
P17
P18
P19
P20
P21
P22
P23
TOTAL
1
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
2
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
3
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
114
4
4
4
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
110
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
6
4
4
5
5
5
5
5
5
5
5
5
4
5
5
4
4
4
5
5
5
5
4
5
108
7
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
8
5
5
4
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
113
9
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
10
4
4
5
4
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
111
11
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
12
5
5
4
4
3
5
5
5
4
5
4
5
5
5
5
4
5
5
5
4
5
5
4
106
13
5
5
5
4
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
5
112
14
3
4
4
4
4
5
4
5
5
4
5
5
5
5
5
4
4
3
3
5
3
3
3
95
15
4
5
5
4
5
5
5
5
5
5
5
4
5
5
5
5
4
4
5
5
5
5
5
110
16
5
5
5
4
4
4
5
5
5
4
5
5
5
5
5
4
4
4
5
5
4
5
5
107
17
4
5
5
4
5
5
5
5
5
5
4
5
5
5
4
4
5
5
4
4
5
5
5
108
18
4
4
4
5
5
5
5
4
4
4
4
5
5
5
5
5
5
4
5
5
5
5
5
107
19
5
5
5
4
5
5
5
5
4
5
5
5
5
5
5
5
4
5
4
4
5
5
5
110
20
4
5
5
3
4
4
5
5
3
5
4
3
5
4
3
5
4
5
4
5
5
4
5
99
21
4
5
5
3
5
5
5
5
5
4
4
4
5
4
5
4
5
5
5
5
5
5
4
106
22
5
4
5
5
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
112
23
5
4
5
5
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
112
24
4
4
4
4
4
4
5
5
4
5
5
4
5
5
4
5
5
5
5
5
5
5
5
106
25
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
26
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
27
4
5
4
4
5
3
4
4
4
5
5
4
5
4
4
5
5
4
3
4
4
5
4
98
28
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
29
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
30
3
4
4
4
3
5
4
5
5
5
5
4
4
4
4
5
4
4
5
4
4
4
4
97
31
4
5
4
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
94
32
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
33
4
4
5
5
4
5
4
4
4
3
4
4
5
4
4
5
5
4
5
4
4
5
5
100
34
5
5
5
4
5
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
111
35
4
5
5
3
5
5
5
5
4
4
5
5
4
4
5
5
4
5
4
4
5
4
5
104
36
5
5
5
3
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
113
37
4
5
5
4
4
5
5
5
5
5
5
5
5
5
5
5
4
4
4
4
5
4
4
106
38
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
39
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
40
3
4
4
3
3
3
3
3
5
3
4
4
3
3
4
5
3
4
5
3
4
3
4
83
41
5
5
4
5
5
4
5
5
5
5
5
5
5
5
4
5
5
5
5
4
4
5
5
110
42
5
5
3
3
4
5
5
4
5
4
5
5
4
5
4
5
5
4
4
5
5
5
5
104
43
3
4
4
4
4
5
4
4
5
5
4
4
4
4
5
5
5
4
5
4
4
4
3
97
44
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
114
45
4
4
3
3
4
4
4
4
4
4
4
3
3
4
5
5
4
4
4
3
4
4
5
90
46
3
3
3
5
3
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
90
47
4
5
4
3
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
110
48
4
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
112
49
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
50
4
4
4
5
4
5
4
4
5
4
4
5
4
4
4
5
5
5
5
4
5
4
5
102
51
3
4
5
5
4
3
4
4
5
3
4
5
5
4
5
5
4
5
5
5
5
5
5
102
52
5
5
5
4
5
5
5
5
5
5
5
4
5
5
5
5
5
5
4
5
5
5
5
112
Universitas Sumatera Utara
75
53
3
3
3
3
3
3
3
3
3
3
5
3
4
4
4
4
4
4
3
3
4
4
4
80
54
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
55
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
56
3
3
4
5
3
5
5
5
4
5
5
5
5
5
5
5
5
4
5
5
5
5
5
106
57
3
4
5
5
5
5
4
4
4
5
5
4
5
5
4
4
5
5
5
5
5
4
5
105
58
4
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
113
59
5
5
5
4
5
5
4
5
4
3
3
5
3
5
5
5
5
5
5
5
3
5
4
103
60
4
4
3
4
4
4
4
4
3
4
4
4
4
3
4
4
4
4
4
4
5
4
4
90
61
4
5
5
5
4
4
4
5
4
4
4
5
4
4
4
5
4
4
5
5
4
5
5
102
62
5
4
5
4
4
5
5
4
4
5
4
4
4
4
5
3
5
4
5
5
4
5
4
101
63
4
3
4
4
5
5
3
5
5
3
5
3
4
4
5
4
5
5
4
5
5
4
5
99
64
3
4
4
5
5
5
5
5
4
5
5
5
5
5
5
5
5
4
5
5
5
4
3
106
65
5
4
5
4
4
5
5
5
4
5
4
5
5
5
5
5
4
4
3
4
4
4
5
103
66
5
5
4
4
4
3
4
5
4
5
4
5
5
5
4
4
5
4
5
4
5
5
4
102
67
4
4
4
5
5
4
4
4
4
5
4
5
5
5
5
4
5
5
5
4
5
5
4
104
68
5
5
5
5
5
4
5
4
3
5
5
4
5
5
5
5
5
5
5
5
4
5
5
109
69
4
5
4
3
4
5
5
5
4
5
4
5
5
5
5
5
5
4
4
4
5
5
5
105
70
5
5
5
5
4
3
3
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
93
71
4
4
5
4
4
5
5
5
4
5
5
5
5
4
5
5
5
5
5
5
5
5
5
109
72
4
5
5
4
4
5
5
5
4
5
4
4
5
5
5
4
5
5
5
5
5
5
4
107
73
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
74
3
3
4
4
4
4
4
3
3
3
3
4
4
4
4
4
4
5
5
5
5
5
5
92
75
4
3
3
4
4
5
4
3
4
4
4
5
4
5
5
4
4
4
5
5
4
5
4
96
76
5
4
4
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
111
77
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
78
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
92
79
5
5
4
5
4
4
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
4
5
110
80
3
4
4
4
5
5
5
5
4
4
5
4
4
5
5
5
5
5
4
5
4
4
5
103
81
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
82
5
5
5
3
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
112
83
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
115
84
4
4
5
4
4
4
4
4
4
4
4
5
5
5
5
4
5
4
5
5
5
5
5
103
85
4
4
3
3
5
5
5
5
4
5
4
5
5
5
5
5
5
4
4
5
4
4
3
101
86
5
4
4
4
5
5
5
5
5
4
4
5
5
5
5
5
5
4
5
5
5
5
5
109
87
4
5
5
5
5
4
5
5
5
4
4
5
5
5
5
5
5
5
5
4
4
5
4
108
88
4
4
5
3
3
5
4
3
3
3
5
3
3
4
5
4
4
5
4
4
4
4
4
90
89
4
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
112
90
4
4
5
4
5
5
5
5
5
5
4
4
5
4
5
4
4
5
5
3
5
3
5
103
91
5
5
5
5
5
5
4
4
5
4
5
4
4
4
5
5
5
4
4
5
5
4
4
105
92
5
4
4
4
5
4
4
5
5
4
5
4
4
5
4
4
4
4
4
4
4
4
4
98
93
4
5
4
4
4
5
4
5
5
5
4
3
5
4
4
4
4
5
4
5
5
4
3
99
94
4
5
5
5
5
4
4
4
5
4
4
4
5
5
4
5
4
5
5
4
5
5
4
104
95
4
5
5
5
4
3
4
3
5
4
3
4
3
4
4
4
4
4
4
5
5
4
5
95
96
5
4
5
5
5
4
4
4
5
5
5
5
5
4
3
4
4
5
4
4
4
5
4
102
97
4
5
5
3
4
4
3
4
5
5
5
5
4
4
4
4
4
4
4
4
5
5
4
98
98
5
5
4
5
3
3
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
109
100
99
3
3
5
5
4
4
4
4
5
5
4
4
4
5
4
5
4
5
4
5
5
4
5
100
5
5
4
4
4
3
3
4
4
4
4
4
3
4
3
3
3
3
3
3
4
4
5
86
TOTAL
435
454
455
434
448
458
458
462
459
460
460
458
466
467
465
469
464
464
465
463
471
466
465
10566
Universitas Sumatera Utara
Lampiran 4. Uji Validitas Persepsi Nasabah
Correlations
P1
Pearson
Correlation
Sig. (2tailed)
N
P2
Pearson
Correlation
Sig. (2tailed)
N
P3
Pearson
Correlation
Sig. (2tailed)
N
P4
Pearson
Correlation
Sig. (2tailed)
N
P5
Pearson
Correlation
Sig. (2tailed)
N
P6
Pearson
Correlation
Sig. (2tailed)
N
P7
Pearson
Correlation
Sig. (2tailed)
N
P1
P2
P3
P4
P5
P6
P7
P8
P9
P10
P11
P12
P13
P14
P15
P16
P17
P18
P19
P20
P21
P22
P23
Total
1
.451**
.420**
.244*
.316**
.170
.071
.265**
.276**
.242*
.254*
.168
.367**
.241*
.161
.220*
.085
.139
-.014
.288**
.129
.211*
.098
.405**
.000
.000
.014
.001
.091
.482
.008
.005
.015
.011
.095
.000
.016
.111
.028
.399
.168
.888
.004
.202
.035
.330
.000
100
100
100
100
100
100
.451
**
1
.377
.000
100
.420
100
**
.000
100
*
.014
.435
.000
100
.316
.000
100
100
1
.265
100
**
.431
.265
**
100
**
100
**
.296
.296
.008
.003
100
100
1
.428
.428
**
100
100
1
.003
.000
100
100
100
100
.170
.293**
.209*
.325**
.091
.003
.037
.001
.011
100
100
.228
100
*
.386
.252
.386
.000
.000
100
*
.264
.402
.000
100
**
.312
.512
.251
.324
100
**
.001
100
**
.018
100
**
.229
.490
100
*
.210
*
.287
.000
.004
100
100
.184
.298
.067
.003
100
**
.000
100
*
.235
*
.390
100
**
.265
100
**
.000
.233
.008
.020
100
100
.134
.373
.229
100
*
.022
**
.326
.264
.213
.001
.034
100
100
.018
.197
.393
.073
.215
.000
.031
.032
100
100
100
.264
100
**
.035
100
*
.228
100
*
.023
100
*
.211
.211
*
*
.236
.215
.162
.148
.318
.108
.143
.001
100
*
.216
100
*
.125
.008
100
**
100
**
.180
100
**
.008
100
*
.454
**
.000
100
**
100
**
.398
100
**
.353
100
**
.396
100
*
.000
.363
.018
.000
.000
.000
100
100
100
100
.138
.119
.037
.234
.213
100
*
.033
.380
100
**
.000
100
*
.281
.206
*
.040
100
**
.376
100
**
.000
100
**
100
**
.415
100
**
**
.353
.263
100
**
.008
.000
100
100
.106
.453**
.294
.000
100
**
.626**
.367
.000
.000
100
100
.185
.290
100
**
.595**
.000
100
**
.434**
.011
.008
.002
.012
.022
.036
.185
.000
.861
.049
.035
.172
.238
.714
.019
.005
.066
.003
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.252*
1
.346**
.410**
.288**
.344**
.406**
.279**
.366**
.267**
.345**
.326**
.318**
.318**
.225*
.224*
.359**
.313**
.228*
.536**
.000
.000
.004
.000
.000
.005
.000
.007
.000
.001
.001
.001
.024
.025
.000
.002
.022
.000
100
100
100
**
.325
100
*
.017
100
**
.239
.332
100
**
.001
100
*
.044
100
**
.202
.494
100
**
.000
100
**
.000
100
**
.350
.511
100
**
.000
100
*
.023
100
**
.228
.510
100
**
.000
100
*
.037
.001
.000
100
.209
.365
100
**
.000
100
**
.000
.001
**
.293
100
**
.003
100
**
100
**
.431
100
**
.000
.008
100
**
.435
.000
.000
100
.244
.377
**
100
**
.264
100
**
.071
.365
.346
.482
.000
.023
.000
.008
.000
100
100
100
100
100
100
**
1
100
.418
100
**
.465
100
**
.585
100
**
.427
100
**
.458
100
**
.334
100
**
.457
100
**
.374
100
**
.267
100
**
.264
100
**
.429
100
**
.429
100
**
.357
100
**
.403
100
**
.536
100
**
.405
100
**
.645**
.000
.000
.000
.000
.000
.001
.000
.000
.007
.008
.000
.000
.000
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Universitas Sumatera Utara
74
P8
P9
Pearson
Correlation
Sig. (2tailed)
.265**
.510**
.350**
.402**
.312**
.410**
.418**
.008
.000
.000
.000
.002
.000
.000
N
100
Pearson
Correlation
Sig. (2tailed)
N
P10
Pearson
Correlation
Sig. (2tailed)
N
P11
Pearson
Correlation
Sig. (2tailed)
N
P12
P13
P14
Pearson
Correlation
Sig. (2tailed)
P16
.005
.494
.332
.011
.001
100
100
.390
.095
N
Pearson
Correlation
Sig. (2tailed)
N
100
Pearson
Correlation
Sig. (2tailed)
Pearson
Correlation
Sig. (2tailed)
**
.235
.490
.018
.000
100
100
.184
.265
.000
.067
100
100
.367**
.287**
.000
.004
.241
100
*
.398
.016
.000
100
100
.161
.454
.036
.000
100
100
.427
.515**
.543**
.610**
.154
.247*
.394**
.304**
.285**
.439**
.465**
.511**
.725**
.000
.000
.000
.000
.000
.000
.000
.127
.013
.000
.002
.004
.000
.000
.000
.000
100
100
100
100
1
.490
.391
100
**
.000
100
100
1
.442
.000
.000
100
100
1
.429
100
100
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
.298**
.233*
.373**
.366**
.334**
.515**
.271**
.470**
.280**
.003
.020
.000
.000
.001
.000
.006
.000
.005
.000
100
100
.229
.001
100
.264
.326
100
**
.213
.018
.267
.861
.007
100
*
.197
100
.000
100
*
.345
.457
100
**
.000
100
**
.374
.543
100
**
.000
100
**
.610
.439
100
**
.000
100
**
.479
.603
100
**
.000
100
**
.551
.376
.431
.392
.000
.552
.482
.320
.256
.376
.421
.432
.466
.566
.628
100
**
.000
100
**
.418
.468
.673
100
**
.683**
.000
.010
.007
.000
.000
.000
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
.392**
1
.578**
.534**
.291**
.337**
.289**
.241*
.412**
.463**
.400**
.481**
.645**
.000
.000
.003
.001
.004
.016
.000
.000
.000
.000
.000
100
100
100
100
.552
100
**
.482
.578
**
1
.584
.000
100
**
.534
100
**
.584
**
**
.186
.228
.000
.064
.023
100
100
100
1
.194
.226
100
*
.455
100
**
.000
.000
100
*
.414
.413
100
**
.000
100
**
.338
.419
100
**
.000
100
**
.298
.474
100
**
.000
100
**
.471
.469
100
**
.000
100
**
.459
.398
100
**
.000
100
**
.401
.676**
100
**
.667**
.111
.000
.008
.034
.049
.000
.000
.000
.000
.000
.000
.000
.000
.000
.053
.024
.000
.001
.003
.000
.000
.000
.000
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.220
.180
.264
.154
.196
.325
.186
.194
1
.512
*
**
.228
*
.211
*
.326
**
.267
**
**
.320
**
**
.000
100
**
.780**
.000
100
**
.000
100
**
.563
.580
100
**
.000
100
**
.000
100
**
.481
.699
.691**
.000
100
**
.000
100
**
.000
100
**
.391
.625
.471
100
**
.000
100
**
.000
100
**
.000
100
**
.432
.397
.497
100
**
.000
100
**
.000
100
**
.000
100
.267
.465
.423
.466
100
**
.000
100
**
.000
100
**
.000
*
.649
.314
100
**
.001
100
**
.000
100
**
100
**
.365
.408
100
**
.000
100
**
.000
.001
100
**
.325
.000
100
**
100
**
.000
100
**
.431
.008
.452
100
**
.000
100
**
.376
.051
.001
100
**
.263
100
**
.000
100
**
.551
.196
100
**
.000
.000
100
**
1
100
**
.280
100
**
.000
100
**
.603
.479
**
.000
100
**
.000
.005
.000
**
.429
**
.470
.439
100
**
.000
100
**
.000
.005
**
.541
100
**
.541
.271
100
**
.006
100
**
.185
100
.509
100
**
.509
100
**
.000
.000
100
**
.442
**
100
**
.008
*
.528
.545
.545
.000
100
**
.000
100
**
.490
**
100
**
.000
.000
100
.458
.600
100
**
.000
**
.528**
.279
.022
**
.406
.391**
100
**
.000
100
**
.600**
.134
100
**
**
.210
100
**
.000
100
*
.585
.612
**
.612**
.000
100
**
.000
100
**
.344
.465
100
**
.000
100
*
.022
100
*
.229
.288
100
**
.004
100
**
.001
100
**
.324
.251
100
*
.012
100
*
.017
100
*
.239
.512
100
**
.000
100
**
.000
100
.202
100
*
.044
100
*
.015
.254
100
**
.000
100
.242
.511
.168
N
P15
.276
100
**
1
.256
*
.291
**
**
.437
**
.327
**
.413
**
.402
**
.492
**
.325
**
.515
Universitas Sumatera Utara
**
75
P17
Sig. (2tailed)
.028
.073
.008
N
100
100
100
Pearson
Correlation
Sig. (2tailed)
N
P18
Pearson
Correlation
Sig. (2tailed)
N
P19
Pearson
Correlation
Sig. (2tailed)
N
P20
Pearson
Correlation
Sig. (2tailed)
N
P21
Pearson
Correlation
Sig. (2tailed)
N
P22
Pearson
Correlation
Sig. (2tailed)
N
P23
Total
Pearson
Correlation
Sig. (2tailed)
.023
100
*
.085
.125
.211
.399
.215
.035
.018
100
100
100
100
.139
.393
.168
100
**
.236
.162
.353
.000
.108
100
100
-.014
.216*
.888
.031
100
.288
100
**
.215
.004
.032
100
100
.129
.415
.202
.000
100
.211
.376
.035
.000
100
100
.098
.263
.330
N
Pearson
Correlation
Sig. (2tailed)
.318
.172
.001
100
100
.264
100
**
.008
.023
100
**
.024
100
**
100
1
.385
100
**
.556
.000
.000
100
100
.000
.000
100
**
.000
100
**
.000
100
**
.000
100
**
100
**
.681**
.000
.000
.000
.000
.000
.005
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
.148
.396**
.037
.225*
.429**
.304**
.408**
.423**
.432**
.432**
.241*
.413**
.338**
.327**
.556**
.520**
1
.411**
.502**
.545**
.418**
.601**
.143
.000
.714
.024
.000
.002
.000
.000
.000
.000
.016
.000
.001
.001
.000
.000
.000
.000
.000
.000
.000
100
100
.318
.213
.206
.363
.000
.019
100
*
.380
100
.353
.040
.000
100
100
**
.281
.359
.005
.000
100
100
.185
.313
.066
.002
.290
.228
.403
.000
.000
100
*
.405
.465
.000
100
**
.511
.497
.000
100
**
.471
.699
.000
100
**
.580
.563
.000
100
**
.418
.628
.000
100
**
.468
.400
.000
100
**
.481
.469
.000
100
**
.398
.459
.000
100
**
.401
.492
.325
.405
.523
.447
.545
100
**
.418
.446
.000
100
100
1
.665
.368
.665
**
100
**
100
**
.542
.542
.000
.000
100
100
1
.552
.552
**
.609**
.000
100
**
100
**
.368
100
**
.000
.000
100
**
.446
.000
100
**
.000
100
**
.447
**
100
**
.000
.000
100
**
.502
100
**
.000
100
**
.661
1
100
**
.000
100
**
.000
100
**
.429
100
**
.000
100
**
.598
.411
**
.000
100
**
.000
100
**
.412
.279
100
**
.005
100
**
.000
100
**
.402
.516
100
**
.000
100
**
.000
100
**
.471
.413
100
**
.000
100
**
.000
100
**
.474
.298
100
**
.003
100
**
.000
100
**
.463
.419
100
**
.000
100
**
.000
100
**
.566
.412
100
**
.000
100
**
.000
100
**
.481
.466
100
**
.000
100
**
.000
100
**
.625
.391
.000
100
**
.000
100
**
.466
.397
.000
100
**
.000
100
.536
.439
.314
.001
100
**
.000
**
.285
.004
100
**
100
**
.357
.000
100
**
100
**
.224
.025
100
**
.000
*
.234
100
**
.523
.540**
.004
100
.661
.405
100
**
100
**
.598
.429
100
**
.000
100
.279
.412
100
**
.000
100
**
.520
.516
100
**
.001
.000
100
1
100
**
.000
100
**
.385
**
100
**
.000
.000
100
.437
100
**
.000
100
**
.414
100
.000
100
**
.512
**
.001
.000
100
.455
.226
100
*
.000
100
*
.289
.228
100
*
.000
.000
100
.421
100
**
.001
100
**
.337
.053
100
*
.465
100
**
.007
100
**
.267
.064
.000
100
.649
100
**
.000
100
**
.376
.003
100
**
.452
100
**
.000
100
**
.365
.010
.001
100
.394
100
**
.008
100
**
.263
.001
100
**
.429
100
*
.013
100
**
.247
.001
.238
100
**
.138
100
**
.051
100
.033
**
100
.127
.000
100
100
*
100
.007
.318
.001
**
**
.001
.119
100
*
*
.035
100
**
.744**
.000
100
**
.770**
.000
.000
100
100
1
.666**
.106
.367
.008
.294
.000
.003
.022
.000
.000
.000
.000
.000
.000
.000
.000
.000
.001
.000
.000
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.405**
.626**
.453**
.595**
.434**
.536**
.645**
.725**
.691**
.780**
.673**
.683**
.645**
.676**
.667**
.515**
.540**
.681**
.601**
.609**
.744**
.770**
.666**
1
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
Universitas Sumatera Utara
76
Total
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
Sig. (2tailed)
N
.405**
.626**
.453**
.595**
.434**
.536**
.645**
.725**
.691**
.780**
.673**
.683**
.645**
.676**
.667**
.515**
.540**
.681**
.601**
.609**
.744**
.770**
.666**
1
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Universitas Sumatera Utara
77
Lampiran 5. Uji Validitas Harapan Nasabah
Correlations
P1
Pearson
Correlation
P1
Pearson
Correlation
Sig. (2tailed)
N
P3
Pearson
Correlation
Sig. (2tailed)
N
P4
P5
.600
100
.339
Pearson
Correlation
Sig. (2tailed)
Pearson
Correlation
Sig. (2tailed)
N
0
100
100
100
100
1
.446
100
100
N
.446
**
.428
0
0.416
0
100
100
100
1
0.042
0.416
0.01
100
100
100
.428
**
.417
0
0
0
100
100
100
0.147
0.066
.225
0.143
0.514
100
100
.397
**
.364
.256
100
.256
.385
**
0.082
0.082
**
.385
0.042
0
*
.204
P5
*
0.001
100
**
.339
P4
**
0
0.001
Sig. (2tailed)
Pearson
Correlation
Sig. (2tailed)
**
P3
**
0
.204
N
P7
.600
100
Pearson
Correlation
N
P6
1
Sig. (2tailed)
N
P2
P2
**
*
*
0.01
0
100
100
1
.213
100
**
.417
.213
*
P6
**
**
**
*
100
.397
0.143
0
100
100
0.066
.364
0.514
0
100
100
.225
*
.296
.358
P9
**
0
100
**
.406
**
0
.286
0
100
100
.350
**
.335
0.147
.393
.277
0.098
0
100
100
100
**
0.177
.278
**
.230
*
100
100
100
100
100
.260
100
100
100
100
100
.205
.242
.320
.225
.217
*
0.193
0.179
.457
100
100
100
100
100
100
0.001
0
100
100
1
.544
100
.544
0
0
0.003
0.145
0
0
100
100
100
100
100
100
**
0
.502
0
0
100
100
1
100
0
100
**
.705
.381
100
**
**
.250
*
**
0.183
.250
0
100
100
100
100
100
100
100
100
100
100
.315
.408
0.001
0.003
0.001
0
100
100
100
100
.321
**
.286
**
.264
**
.307
.423
0
.365
0.004
0.008
0.002
0
100
100
100
100
100
100
.608
**
.369
**
.477
**
.642
0
100
**
**
.621
.373
100
**
.524
**
0
100
**
.504
**
.306
.399
0.002
0
100
100
.274
**
.410
0.006
0
100
100
.493
**
.538
.429
0
100
**
**
.292
**
.240
**
100
.372
*
0.024
0.029
0
100
100
100
100
100
.373
100
100
.385
0
100
100
100
.443
**
100
0.098
0
.277
0
0.002
0.016
**
.544**
.226
.502
**
**
**
.281
**
.332
*
**
0.166
.307
0.005
.475
100
**
0.003
**
0
100
0.012
.291
0.054
100
0.012
.326
.533**
100
.367
**
0.193
100
0.069
**
100
100
0.815
**
100
0
0.002
**
.322
**
.578**
0
0.001
0.005
**
.290
**
Total
**
0
0.003
0.004
**
.316
**
**
.357
0.001
0.153
**
.250
*
**
.372
P23
**
0.001
0.033
0.001
.270
0.024
*
.316
.287
**
.309
**
**
0.144
**
.277
**
0.012
**
100
100
100
.414
100
100
100
.393
100
100
100
.340
0
100
100
**
0.013
0.1
100
**
0.053
0.009
100
**
.248
0.022
100
**
0.194
0.005
*
*
0.165
0.079
0
.214
**
0.005
**
.481
0
0.004
*
.207
P22
*
0.039
0.002
*
.247
P21
*
0.013
0.026
**
*
.206
P20
*
0.039
0.074
**
P19
**
0.003
0.055
100
**
.283
0.054
.292
0.03
100
100
100
**
.375
0.025
100
100
.311
100
0.166
0.001
100
**
.223
**
0.194
P18
**
0.015
100
100
100
*
0
P17
0.04
0.005
0.001
100
0.007
P16
0.005
0.263
0.483
0
.380
P15
**
0.001
0.145
0.025
0.004
.266
P14
**
0.004
0.483
.340
.373
P13
**
0.003
0.033
**
.279
.288
P12
**
0.025
.279
100
**
100
**
0.113
1
.396
P11
**
0
100
**
.362
0.001
0
100
**
.318
P10
**
0.147
0.071
.296
0.147
P8
**
0.071
0.033
*
P7
**
.219
.268
*
**
.409**
.627**
0.005
0.001
0.007
0
100
100
100
100
0.165
0.115
.526**
0.015
0.101
0.253
0
100
100
100
100
.242
.429
*
**
.458
**
.414
**
.786**
0
0.007
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Universitas Sumatera Utara
78
P8
P9
P10
P11
P12
P13
P14
P15
Pearson
Correlation
.358**
.406**
.286**
0.113
.414**
.502**
.705**
Sig. (2tailed)
0
0
0.004
0.263
0
0
0
N
100
100
100
100
100
100
100
Pearson
Correlation
.318**
.350**
.335**
.279**
.381**
.250*
Sig. (2tailed)
0.001
0
0.001
0.005
0
N
100
100
100
100
Pearson
Correlation
.362**
.396**
.279**
Sig. (2tailed)
0
0
N
100
Pearson
Correlation
.445**
.588**
.441**
.434**
.614**
.558**
.386**
.428**
.449**
.387**
.305**
.394**
.328**
.308**
.277**
.722**
0
0
0
0
0
0
0
0
0
0
0.002
0
0.001
0.002
0.005
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.270**
.445**
1
.357**
.382**
.407**
.313**
.341**
.237*
.339**
.231*
.295**
.338**
.283**
.339**
0.189
.222*
.567**
0.012
0.007
0
0
0
0
0.002
0.001
0.018
0.001
0.021
0.003
0.001
0.004
0.001
0.06
0.026
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.214*
.326**
.321**
.608**
.588**
.357**
1
.462**
.399**
.630**
.520**
.206*
.301**
.414**
.353**
.276**
.307**
.459**
.338**
0.193
.666**
0.005
0.033
0.001
0.001
0
0
0
0
0
0
0
0.039
0.002
0
0
0.005
0.002
0
0.001
0.054
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.288**
.223*
.205*
0.144
.291**
.286**
.369**
.441**
.382**
.462**
1
.279**
.417**
.386**
.272**
.384**
.302**
.302**
0.128
.291**
.272**
.219*
.287**
.539**
Sig. (2tailed)
0.004
0.026
0.04
0.153
0.003
0.004
0
0
0
0
0.005
0
0
0.006
0
0.002
0.002
0.206
0.003
0.006
0.029
0.004
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.373**
.311**
.242*
.287**
.315**
.264**
.477**
.434**
.407**
.399**
.279**
1
.472**
.556**
.380**
.394**
.411**
0.188
.414**
.329**
.262**
.551**
.270**
.642**
Sig. (2tailed)
0
0.002
0.015
0.004
0.001
0.008
0
0
0
0
0.005
0
0
0
0
0
0.062
0
0.001
0.009
0
0.007
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.266**
.283**
.320**
.277**
.408**
.307**
.642**
.614**
.313**
.630**
.417**
.472**
1
.593**
.321**
.354**
.516**
.418**
.390**
.426**
.486**
.493**
.241*
.722**
Sig. (2tailed)
0.007
0.004
0.001
0.005
0
0.002
0
0
0.002
0
0
0
0
0.001
0
0
0
0
0
0
0
0.016
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.380
1
.454
Sig. (2tailed)
0
0.005
0.025
0.002
0
0
0
0
0.001
0
0
0
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
0.194
0.177
.217*
0.024
.373**
.524**
.504**
.386**
.237*
.206*
.272**
.380**
Sig. (2tailed)
0.054
0.079
0.03
0.815
0
0
0
0
0.018
0.039
0.006
N
100
100
100
100
100
100
100
100
100
100
100
**
.277
**
.225
*
.309
**
.423
**
.365
**
.621
**
1
.558
**
.341
**
.520
**
.386
**
.556
100
**
.593
**
**
.379
**
.531
**
.343
**
.357
**
.502
**
.293
**
.506
**
.323
**
.725
**
0
0
0
0
0
0
0.003
0
0.001
0
100
100
100
100
100
100
100
100
100
100
100
.321**
.454**
1
.376**
.481**
.265**
.383**
.389**
.220*
.283**
0.155
.548**
0
0.001
0
0
0
0.008
0
0
0.028
0.004
0.124
0
100
100
100
100
100
100
100
100
100
100
100
100
100
Universitas Sumatera Utara
79
P16
P17
P18
P19
P20
P21
P22
P23
Pearson
Correlation
0.166
.278**
0.193
0.183
.306**
.274**
.493**
.428**
.339**
.301**
.384**
.394**
.354**
.379**
.376**
Sig. (2tailed)
0.098
0.005
0.055
0.069
0.002
0.006
0
0
0.001
0.002
0
0
0
0
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.375**
.230*
0.179
.250*
.399**
.410**
.538**
.449**
.231*
.414**
.302**
.411**
.516**
.531**
Sig. (2tailed)
0
0.022
0.074
0.012
0
0
0
0
0.021
0
0.002
0
0
N
100
100
100
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.292**
.260**
.457**
.250*
.429**
.292**
.475**
.387**
.295**
.353**
.302**
Sig. (2tailed)
0.003
0.009
0
0.012
0
0.003
0
0
0.003
0
N
100
100
100
100
100
100
100
100
100
Pearson
Correlation
.206*
0.165
.316**
.367**
.240*
.277**
.443**
.305**
Sig. (2tailed)
0.039
0.1
0.001
0
0.016
0.005
0
N
100
100
100
100
100
100
Pearson
Correlation
.247*
0.194
.316**
.307**
.373**
Sig. (2tailed)
0.013
0.053
0.001
0.002
N
100
100
100
Pearson
Correlation
.207*
.248*
Sig. (2tailed)
0.039
N
100
Pearson
Correlation
.481
Sig. (2tailed)
0
0
0.001
N
100
100
Pearson
Correlation
.357**
Sig. (2tailed)
N
.414**
.376**
.352**
.328**
.281**
.315**
.387**
.579**
0
0
0
0.001
0.005
0.001
0
0
100
100
100
100
100
100
100
100
100
.481**
.414**
1
.445**
.484**
.522**
.371**
.568**
.249*
.686**
0
0
0
0
0
0
0
0
0.013
0
100
100
100
100
100
100
100
100
100
100
100
100
0.188
.418**
.343**
.265**
.376**
.445**
1
.518**
.389**
.526**
.424**
.450**
.642**
0.002
0.062
0
0
0.008
0
0
0
0
0
0
0
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.338**
.276**
0.128
.414**
.390**
.357**
.383**
.352**
.484**
.518**
1
.456**
.418**
.528**
.328**
.611**
0.002
0.001
0.005
0.206
0
0
0
0
0
0
0
0
0
0
0.001
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.385**
.502**
.394**
.283**
.307**
.291**
.329**
.426**
.502**
.389**
.328**
.522**
.389**
.456**
1
.394**
.469**
.304**
.643**
0
0
0
0
0.004
0.002
0.003
0.001
0
0
0
0.001
0
0
0
0
0
0.002
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.290**
0.166
.281**
.242*
.429**
.328**
.339**
.459**
.272**
.262**
.486**
.293**
.220*
.281**
.371**
.526**
.418**
.394**
1
.383**
.488**
.585**
0.013
0.003
0.098
0.005
0.015
0
0.001
0.001
0
0.006
0.009
0
0.003
0.028
0.005
0
0
0
0
0
0
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**
0.165
.458
0.189
.338
1
.429
0.024
0.001
0.101
0
0.002
0.06
0.001
0.029
0
0
0
0.004
0.001
0
0
0
0
0
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
0.193
.372**
.219*
.268**
0.115
.414**
.277**
.222*
0.193
.287**
.270**
.241*
.323**
0.155
.387**
.249*
.450**
.328**
.304**
0
0.054
0
0.029
0.007
0.253
0
0.005
0.026
0.054
0.004
0.007
0.016
0.001
0.124
0
0.013
0
0.001
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**
.372
**
.322
**
.226
*
.332
**
.308
**
**
.219
*
.551
**
.493
**
.506
**
.283
**
1
.315
**
.568
**
.424
**
.528
**
.469
100
**
.383
**
**
.659
**
0
0
100
100
100
.488**
.429**
1
.530**
0.002
0
0
100
100
100
0
100
Universitas Sumatera Utara
100
80
Total
Pearson
Correlation
.578**
.533**
.544**
.409**
.627**
.526**
.786**
.722**
.567**
.666**
.539**
.642**
.722**
.725**
.548**
.579**
.686**
.642**
.611**
.643**
.585**
.659**
.530**
Sig. (2tailed)
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Universitas Sumatera Utara
1
100
Lampiran 6. Uji Reliabilitas Persepsi Nasabah
Reliability Statistics
Cronbach's
Cronbach's
Alpha Based on
Alpha
Standardized
N of Items
Items
.922
.924
23
Item-Total Statistics
Cronbach's
Scale Mean if
Scale Variance if Corrected Item-
Item Deleted
Item Deleted
Total Correlation
P1
101.31
61.812
.517
.919
P2
101.12
62.895
.475
.920
P3
101.11
62.786
.487
.920
P4
101.32
63.695
.334
.924
P5
101.18
61.765
.576
.918
P6
101.08
62.761
.465
.920
P7
101.08
60.519
.755
.915
P8
101.04
61.049
.683
.916
P9
101.07
62.712
.514
.919
P10
101.06
61.431
.619
.917
P11
101.06
63.411
.489
.920
P12
101.08
61.953
.596
.918
P13
101.00
61.333
.684
.916
P14
100.99
62.131
.693
.916
P15
101.01
63.424
.500
.919
P16
100.97
63.423
.536
.919
P17
101.02
62.363
.650
.917
P18
101.02
62.747
.602
.918
P19
101.01
62.535
.565
.918
P20
101.03
62.191
.599
.918
P21
100.95
63.442
.543
.919
P22
101.00
62.465
.620
.917
P23
101.01
63.303
.478
.920
Alpha if Item
Deleted
Universitas Sumatera Utara
82
Lampiran 7. Uji Reliabilitas Harapan Nasabah
Reliability Statistics
Cronbach's
Cronbach's
Alpha Based on
Alpha
Standardized
N of Items
Items
.929
.929
23
Item-Total Statistics
Scale Mean if Item Scale Variance if
Corrected Item-
Cronbach's Alpha if
Deleted
Item Deleted
Total Correlation
Item Deleted
P1
80.54
134.089
.347
.929
P2
80.59
128.891
.579
.926
P3
80.44
132.289
.390
.929
P4
80.43
129.621
.545
.926
P5
80.58
133.377
.377
.929
P6
80.63
130.336
.479
.927
P7
80.75
129.159
.602
.925
P8
80.65
125.119
.682
.924
P9
80.47
128.757
.654
.924
P10
80.54
126.635
.751
.923
P11
80.54
128.534
.632
.925
P12
80.42
128.387
.643
.924
P13
80.66
128.449
.599
.925
P14
80.58
128.226
.634
.925
P15
80.71
127.844
.623
.925
P16
80.24
132.083
.464
.927
P17
80.36
131.990
.493
.927
P18
80.43
129.116
.644
.925
P19
80.33
129.941
.553
.926
P20
80.37
130.902
.567
.926
P21
80.38
127.208
.711
.923
P22
80.50
127.384
.741
.923
P23
80.60
129.091
.626
.925
Universitas Sumatera Utara