c. Kualitas Pelayanan
Kualitas pelayanan
terbaik yang diterapkan
mempengaruhi kepuasan
konsumen 1 Saya merasa puas dengan
kualitas pelayanan yang diberikan Next Salon For
Men
2 Kualitas pelayanan yang terbaik benar-benar
diterapkan di Next Salon For Men
d. Emosional Kondisi
perasaan seperti rasa percaya diri
dan rasa bangga mempengaruhi
kepuasan konsumen
1 Saya merasa bangga melakukan cukur rambut di
Next Salon For Men 2 Saya merasa percaya diri
setelah melakukan cukur rambut di Next Salon For
Men
e. Kemudahan Next Salon For
Men menyediakan
kemudahan dalam setiap
penyampaian jasa yang dapat
mempengaruhi kepuasan
konsumen 1 Mencukur rambut di Next
Salon For Men sangat efektif dan efisien
2 Next Salon For Men memberikan kemudahan
dan kenyamanan dalam memberikan jasanya
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Uji Validitas
x11 x12
x13 x14
x15 x16
x17 total
x11 Pearson Correlation
1 -.115
-.039 -.314
.631 .224
.046 .399
Sig. 2-tailed .277
.711 .002
.000 .031
.667 .000
N 92
92 92
92 92
92 92
92 x12
Pearson Correlation -.115
1 .138
.581 .116
.289 -.034
.562 Sig. 2-tailed
.277 .191
.000 .270
.005 .746
.000 N
92 92
92 92
92 92
92 92
x13 Pearson Correlation
-.039 .138
1 .239
-.057 .197
.279 .429
Sig. 2-tailed .711
.191 .022
.590 .060
.007 .000
N 92
92 92
92 92
92 92
92 x14
Pearson Correlation -.314
.581 .239
1 -.334
.124 .125
.421 Sig. 2-tailed
.002 .000
.022 .001
.240 .236
.000 N
92 92
92 92
92 92
92 92
x15 Pearson Correlation
.631 .116
-.057 -.334
1 .404
.084 .509
Sig. 2-tailed .000
.270 .590
.001 .000
.427 .000
N 92
92 92
92 92
92 92
92 x16
Pearson Correlation .224
.289 .197
.124 .404
1 .334
.741 Sig. 2-tailed
.031 .005
.060 .240
.000 .001
.000
Universitas Sumatera Utara
N 92
92 92
92 92
92 92
92 x17
Pearson Correlation .046
-.034 .279
.125 .084
.334 1
.510 Sig. 2-tailed
.667 .746
.007 .236
.427 .001
.000 N
92 92
92 92
92 92
92 92
total Pearson Correlation
.399 .562
.429 .421
.509 .741
.510 1
Sig. 2-tailed .000
.000 .000
.000 .000
.000 .000
N 92
92 92
92 92
92 92
92 . Correlation is significant at the 0.01 level 2-tailed.
. Correlation is significant at the 0.05 level 2-tailed.
Correlations
x21 x22
x23 x24
x25 x26
Total x21
Pearson Correlation 1
-.306 .207
.119 .092
-.184 .368
Sig. 2-tailed .003
.048 .259
.383 .080
.000 N
92 92
92 92
92 92
92 x22
Pearson Correlation -.306
1 .074
.418 .259
.288 .592
Sig. 2-tailed .003
.481 .000
.013 .005
.000 N
92 92
92 92
92 92
92 x23
Pearson Correlation .207
.074 1
.501 -.223
-.267 .390
Sig. 2-tailed .048
.481 .000
.033 .010
.000
Universitas Sumatera Utara
N 92
92 92
92 92
92 92
x24 Pearson Correlation
.119 .418
.501 1
-.138 -.103
.585 Sig. 2-tailed
.259 .000
.000 .190
.329 .000
N 92
92 92
92 92
92 92
x25 Pearson Correlation
.092 .259
-.223 -.138
1 .242
.491 Sig. 2-tailed
.383 .013
.033 .190
.020 .000
N 92
92 92
92 92
92 92
x26 Pearson Correlation
-.184 .288
-.267 -.103
.242 1
.381 Sig. 2-tailed
.080 .005
.010 .329
.020 .000
N 92
92 92
92 92
92 92
total Pearson Correlation
.368 .592
.390 .585
.491 .381
1 Sig. 2-tailed
.000 .000
.000 .000
.000 .000
N 92
92 92
92 92
92 92
. Correlation is significant at the 0.01 level 2-tailed. . Correlation is significant at the 0.05 level 2-tailed.
Correlations
x31 x32
x33 x34
x35 total
x31 Pearson Correlation
1 .244
.231 .157
.094 .385
Sig. 2-tailed .019
.027 .135
.373 .000
Universitas Sumatera Utara
N 92
92 92
92 92
92 x32
Pearson Correlation .244
1 .466
.426 .639
.879 Sig. 2-tailed
.019 .000
.000 .000
.000 N
92 92
92 92
92 92
x33 Pearson Correlation
.231 .466
1 .564
.357 .742
Sig. 2-tailed .027
.000 .000
.000 .000
N 92
92 92
92 92
92 x34
Pearson Correlation .157
.426 .564
1 .240
.635 Sig. 2-tailed
.135 .000
.000 .021
.000 N
92 92
92 92
92 92
x35 Pearson Correlation
.094 .639
.357 .240
1 .744
Sig. 2-tailed .373
.000 .000
.021 .000
N 92
92 92
92 92
92 total
Pearson Correlation .385
.879 .742
.635 .744
1 Sig. 2-tailed
.000 .000
.000 .000
.000 N
92 92
92 92
92 92
. Correlation is significant at the 0.05 level 2-tailed. . Correlation is significant at the 0.01 level 2-tailed.
Universitas Sumatera Utara
Correlations
Y1 Y2
Y3 Y4
Y5 Y6
Y7 Y8
TOTAL Y1
Pearson Correlation 1
.334 .226
.361 .197
.699 -.086
-.014 .441
Sig. 2-tailed .001
.030 .000
.060 .000
.413 .895
.000 N
92 92
92 92
92 92
92 92
92 Y2
Pearson Correlation .334
1 .275
.000 .011
.489 -.215
.140 .308
Sig. 2-tailed .001
.008 1.000
.917 .000
.040 .184
.003 N
92 92
92 92
92 92
92 92
92 Y3
Pearson Correlation .226
.275 1
.232 .561
.275 .464
-.119 .729
Sig. 2-tailed .030
.008 .026
.000 .008
.000 .258
.000 N
92 92
92 92
92 92
92 92
92 Y4
Pearson Correlation .361
.000 .232
1 .501
.506 .000
.000 .465
Sig. 2-tailed .000
1.000 .026
.000 .000
1.000 1.000
.000 N
92 92
92 92
92 92
92 92
92 Y5
Pearson Correlation .197
.011 .561
.501 1
.264 .259
-.069 .647
Sig. 2-tailed .060
.917 .000
.000 .011
.013 .512
.000 N
92 92
92 92
92 92
92 92
92 Y6
Pearson Correlation .699
.489 .275
.506 .264
1 -.215
-.010 .443
Sig. 2-tailed .000
.000 .008
.000 .011
.040 .927
.000 N
92 92
92 92
92 92
92 92
92 Y7
Pearson Correlation -.086
-.215 .464
.000 .259
-.215 1
-.139 .503
Universitas Sumatera Utara
Sig. 2-tailed .413
.040 .000
1.000 .013
.040 .186
.000 N
92 92
92 92
92 92
92 92
92 Y8
Pearson Correlation -.014
.140 -.119
.000 -.069
-.010 -.139
1 .351
Sig. 2-tailed .895
.184 .258
1.000 .512
.927 .186
.001 N
92 92
92 92
92 92
92 92
92 TOTAL
Pearson Correlation .441
.308 .729
.465 .647
.443 .503
.351 1
Sig. 2-tailed .000
.003 .000
.000 .000
.000 .000
.001 N
92 92
92 92
92 92
92 92
92 . Correlation is significant at the 0.01 level 2-tailed.
. Correlation is significant at the 0.05 level 2-tailed.
Universitas Sumatera Utara
Uji Reliabilitas
Case Processing Summary
N Cases
Valid 92
100.0 Excluded
a
.0 Total
92 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbachs Alpha
N of Items .484
26
Universitas Sumatera Utara
Uji Normalitas
Model Summaryb
Model R
R Square Adjusted R Square
Std. Error of the Estimate 1
.568
a
.323 .300
.933 a. Predictors: Constant, Physical Evidence, People, Process
b. Dependent Variable: Kepuasan Konsumen
Universitas Sumatera Utara
ANOVA
b
Model Sum of Squares
df Mean Square
F Sig.
1 Regression
36.479 3
12.160 13.970
.000
a
Residual 76.597
88 .870
Total 113.076
91 a. Predictors: Constant, Physical Evidence, People, Process
b. Dependent Variable: Kepuasan Konsumen
Coefficients
a
Model Unstandardized Coefficients
Standardized Coefficients
t Sig.
B Std. Error
Beta 1
Constant 19.727
3.277 6.020
People .215
.070 .158
2.654 Process
.323 .090
.379 3.583
Physical Evidence .423
.067 .622
6.322 a. Dependent Variable: Kepuasan Konsumen
Residuals Statistics
a
Minimum Maximum
Mean Std. Deviation
N Predicted Value
31.20 35.76
33.21 .633
92 Residual
-2.585 4.729
.000 .917
92
Universitas Sumatera Utara
Unstandardized Residual N
92 Normal
Paramet ers
a
Mean .0000000
Std. Deviation .91745404
Most Extreme
Differenc es
Absolute .135
Positive .135
Negative -.118
Kolmogorov-Smirnov Z 1.298
Asymp. Sig. 2-tailed .069
a. Test distribution is Normal.
Uji Multikolonieritas
Model Summary
Model R
R Square Adjusted R
Square Std. Error of the
Estimate 1
.568
a
.323 .300
.933 a. Predictors: Constant, Physical Evidence, People, Process
Universitas Sumatera Utara
ANOVA
b
Model Sum of Squares
df Mean Square
F Sig.
1 Regression
36.479 3
12.160 13.970
.000
a
Residual 76.597
88 .870
Total 113.076
91 a. Predictors: Constant, Physical Evidence, People, Process
b. Dependent Variable: Kepuasan Konsumen
Coefficients
a
Model Unstandardized Coefficients
Standardized Coefficients
t Sig.
Collinearity Statistics B
Std. Error Beta
Tolerance VIF
1 Constant
19.727 3.277
6.020 .000
People .215
.070 .258
2.654 .102
.849 1.178
Process .323
.090 .379
3.583 .001
.689 1.451
Physical Evidence .423
.067 .622
6.322 .000
.796 1.256
a. Dependent Variable: Kepuasan Konsumen
Universitas Sumatera Utara
Coefficient Correlations
a
Model Physical
Evidence People
Process 1
Correlations Physical Evidence
1.000 .053
.436 People
.053 1.000
.370 Process
.436 .370
1.000 Covariances
Physical Evidence .004
.000 .003
People .000
.005 .002
Process .003
.002 .008
a. Dependent Variable: Kepuasan Konsumen
Collinearity Diagnostics
a
Model Dimensi
on Eigenvalue
Condition Index Variance Proportions
Constant People
Process Physical
Evidence 1
1 3.991
1.000 .00
.00 .00
.00 2
.007 24.139
.00 .02
.06 .48
3 .001
52.719 .02
.92 .38
.02 4
.001 78.824
.98 .06
.55 .50
a. Dependent Variable: Kepuasan Konsumen
Universitas Sumatera Utara
Uji Heterokedastitas
Model Summary
Model R
R Square Adjusted R
Square Std. Error of the
Estimate 1
.205
a
.042 .009
.61975 a. Predictors: Constant, Physical Evidence, People, Process
ANOVA
b
Model Sum of Squares
df Mean Square
F Sig.
1 Regression
1.476 3
.492 1.281
.286
a
Residual 33.800
88 .384
Total 35.276
91 a. Predictors: Constant, Physical Evidence, People, Process
b. Dependent Variable: RES2
Universitas Sumatera Utara
Coefficients
a
Model Unstandardized Coefficients
Standardized Coefficients
t Sig.
Collinearity Statistics B
Std. Error Beta
Tolerance VIF
1 Constant
-3.587 2.177
-1.648 .103
People .039
.046 .097
.854 .395
.849 1.178
Process .070
.060 .147
1.170 .245
.689 1.451
Physical Evidence .059
.044 .157
1.339 .184
.796 1.256
a. Dependent Variable: RES2
Coefficient Correlations
a
Model Physical
Evidence People
Process 1
Correlations Physical Evidence
1.000 .053
.436 People
.053 1.000
.370 Process
.436 .370
1.000 Covariances
Physical Evidence .002
.000 .001
People .000
.002 .001
Process .001
.001 .004
a. Dependent Variable: RES2
Universitas Sumatera Utara
Collinearity Diagnostics
a
Model Dimensi
on Eigenvalue
Condition Index Variance Proportions
Constant People
Process Physical
Evidence 1
1 3.991
1.000 .00
.00 .00
.00 2
.007 24.139
.00 .02
.06 .48
3 .001
52.719 .02
.92 .38
.02 4
.001 78.824
.98 .06
.55 .50
a. Dependent Variable: RES2
Uji Regresi Berganda
Model Summary
b
Model R
R Square Adjusted R
Square Std. Error of the
Estimate 1
.568
a
.323 .300
.933 a. Predictors: Constant, Physical Evidence, People, Process
b. Dependent Variable: Kepuasan Konsumen
Universitas Sumatera Utara
ANOVA
b
Model Sum of Squares
df Mean Square
F Sig.
1 Regression
36.479 3
12.160 13.970
.000
a
Residual 76.597
88 .870
Total 113.076
91 a. Predictors: Constant, Physical Evidence, People, Process
b. Dependent Variable: Kepuasan Konsumen
Coefficients
a
Model Unstandardized Coefficients
Standardized Coefficients
t Sig.
Collinearity Statistics B
Std. Error Beta
Tolerance VIF
1 Constant
19.727 3.277
6.020 .000
People .215
.070 .258
2.654 .002
.849 1.178
Process .323
.090 .379
3.583 .001
.689 1.451
Physical Evidence .423
.067 .622
6.322 .000
.796 1.256
a. Dependent Variable: Kepuasan Konsumen
Universitas Sumatera Utara
Coefficient Correlations
a
Model Physical
Evidence People
Process 1
Correlations Physical Evidence
1.000 .053
.436 People
.053 1.000
.370 Process
.436 .370
1.000 Covariances
Physical Evidence .004
.000 .003
People .000
.005 .002
Process .003
.002 .008
a. Dependent Variable: Kepuasan Konsumen
Universitas Sumatera Utara
Uji Simultan Uji F
ANOVA
b
Model Sum of Squares
df Mean Square
F Sig.
1 Regression
36.479 3
12.160 13.970
.000
a
Residual 76.597
88 .870
Total 113.076
91 a. Predictors: Constant, Physical Evidence, People, Process
b. Dependent Variable: Kepuasan Konsumen
Uji Parsial Uji t
Coefficients
a
Model Unstandardized Coefficients
Standardized Coefficients
t Sig.
Collinearity Statistics B
Std. Error Beta
Tolerance VIF
1 Constant
19,727 3.277
6.020 .000
People .215
.070 .258
2.654 .002
.849 1.178
Process .323
.090 .379
3.583 .001
.689 1.451
Physical Evidence .423
.067 .622
6.322 .000
.796 1.256
a. Dependent Variable: Kepuasan Konsumen
Universitas Sumatera Utara
Koefisien Determinasi
Model Summary
b
Model R
R Square Adjusted R
Square Std. Error of the
Estimate 1
.568
a
.323 .300
.933 a. Predictors: Constant, Physical Evidence, People, Process
b. Dependent Variable: Kepuasan Konsumen
Universitas Sumatera Utara
Universitas Sumatera Utara
DAFTAR PUSTAKA
Buku
Assauri, Sofjan. 2010. Manajemen Pemasaran. Jakarta: Raja Grafindo Persada. Bilson, Simamora. 2001. Memenangkan Pasar dengan Pemasaran Efektif dan
Profitabel. Edisi Pertama. Jakarta: PT. Gramedia Pustaka Utama. Ghozali. 2005. Aplikasi Analisis dengan Program SPSS. Semarang: Badan
Penerbit Universitas Diponegoro Daryanto. 2014. Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media
Hisyam, M. 1996. Penelitian Ilmu-ilmu Sosial. Jakarta: Lembaga Penerbit Fakultas Ekonomi Universitas Indonesia.
Hurriyati Ratih. 2005. Bauran Pemasaran dan Loyalitas Konsumen. Cetakan Pertama. Bandung: Alfabeta
Juliandi dan Irfan. 2013. Metodologi Penelitian Kuantitatif. Bandung: Citapustaka Media Perintis
J. Paul Peter, Jerry C. Olson. 2000. CONSUMER BEHAVIOUR : Perilaku Konsumen dan Strategi Pemasaran. Edisi 4. Cetakan 1. Jakarta: Erlangga
James dan Dean. 2009. Metode Masalah Penelitian Sosial. Cetakan Keempat. Bandung : PT. Refika Aditama
Kusnaka, Adimihardja 2002. Metode Penelitian Sosial. Bandung: PT. Remaja Rosdakarya.
Lupiyoadi, Rambat. 2001. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat Pertama. Bandung : Alfabeta
Mursid, M. 2006. Manajemen Pemasaran. Jakarta: Bumi Aksara Mamang Sangadji, Etta. Sopiah. 2013. Perilaku Konsumen. Yogyakarta: ANDI
Soehartono, Irawan. 2004. Metode Penelitian Sosial. Cetakan Keenam. Bandung: PT. Remaja Rosdakarya
Universitas Sumatera Utara
Setyaningrum Ary, dkk. 2015. Prinsip-prinsip Pemasaran. Yogyakarta: Andi Yogyakarta
Sugiyono. 2004. Statistika untuk Penelitian. Cetakan Keempat. Bandung: Alfabeta
Yazid. 2005. Pemasaran Jasa. Cetakan Ketiga. Yogyakarta : Ekonisia
Jurnal dan Skripsi
Ade Putra, Hafrizal Okta. 2012. “Pengaruh Bauran Pemasaran Jasa Terhadap Keputusan Pembelian Kartu Perdana Prabayar XL di Kota Padang”. Jurnal
Manajemen dan Kewirausahaan. Padang:Universitas Taman Siswa Padang. Bandu, Muhammad Yunus. 2013. “Pengaruh Kualitas Pelayanan Terhadap
Kepuasan Pelanggan Pada PT PLN Persero Rayon Makassar Barat” Skripsi. Makassar: Universitas Hasanuddin.
Bachtiar, M. Latief. 2016. “Pengaruh Stratgei Bauran Pemasaran Terhadap Minat Berkunjung Kembali di Objek Wisata Pantai Kabupaten
Gunungkidul”. Skripsi. Yogyakarta: Univeritas Negeri Yogyakarta Kafa, Rifqi. 2013. “Pengaruh Bauran Pemasaran Jasa Terhadap Keputusan
Pasien Dalan Memilih Jasa Rumah Sakit PKU Muhammadiyah Kotagede”.
Skripsi. Yogyakartra: Universitas Islam Negeri Sunan Kalijaga Yogyakarta
Martutik, Ani Tri. 2010. “Pengaruh Bauran Pemasaran Terhadap Keputusan Konsumen Pengguna Jasa Catering Pada PT. Sonokembang Wahana Jaya
Malang”. Skripsi. Malang: Universitas Islam Negeri Malang. Ramanda, Siti Meutia. 2013. “Pengaruh People, Process dan Physical Evidence
Terhadap Kepuasan Konsumen Pada PT Elnusa Petrofin Padang”. Jurnal Ekonomi Bisnis. Padang: Universitas Taman Siswa Padang.
Siti Fatonah dan Darmadi Susanto. 2015. “Pengaruh Price, People, Process dan Physical Evidence Terhadap Kepuasan Pelanggan Pada PT BNI Securities
Cabang Surakarta” Jurnal Ekonomi Bisnis. STIE AUB Surakarta
Universitas Sumatera Utara
BAB III METODE PENELITIAN
3.1 Bentuk Penelitian
Bentuk penelitian ini adalah penelitian kuantitatif dengan menggunakan pendekatan asosiatif. Penelitian asosiatif merupakan penelitian yang bertujuan
mengetahui hubungan antar dua variabel atau lebih Sugiyono, 2004:11. Dengan penelitian asosiatif maka dapat dibangun suatu teori yang berfungsi menjelaskan,
meramalkan, dan mengontrol suatu gejala.
3.2 Lokasi dan Waktu Penelitian
Penulis merencanakan pelaksanaan penelitian selama 1 bulan pada awal bulan Januari – akhir bulan januari tahun 2017. Penelitian ini dilakukan di Next
Salon For Men Jalan Dr Mansyur No. 94, Padang Bulan Selayang I, Medan Selayang, Kota Medan, Sumatera Utara 20131.
3.3 Populasi dan Sampel 3.3.1 Populasi
Populasi penelitian merupakan jumlah keseluruhan unit analisis, yaitu objek yang akan diteliti Kusnaka Adimihardja, 2002:57. Populasi dalam
penelitian ini adalah konsumen Next Salon For Men yang rata-rata jumlah konsumen yang menggunakan jasa Next Salon For Men di jalan Dr. Mansyur
pada tiap bulannya yaitu sebanyak 1150 orang.
3.3.2 Sampel
Sampel adalah suatu bagian dari populasi yang akan diteliti dan yang dianggap dapat menggambarkan populasinya Kusnaka Adimihardja, 2002:57.
Teknik pengambilan sampel dalam penelitian ini menggunakan teknik Simple
22 Universitas Sumatera Utara
Random Sampling yang digunakan apabila karakteristik atau ciri dari anggota populasi bersifat homogen. Berdasarkan rumus Slovin, jumlah sampel yang
mewakili populasi penelitian ini adalah: Dimana : 1
: Nilai konstanta n
: Jumlah sampel N
: Jumlah populasi �
2
: Batas toleransi kesalahan error tolerance sebanyak 10
Maka sampel akan dicari dengan menggunakan rumus Slovin, � =
� 1 +
� �
2
� = 1150
1 + 1150 0,1
2
= 92 orang
3.4 Hipotesis