Kualitas Pelayanan Emosional Kondisi Bentuk Penelitian Lokasi dan Waktu Penelitian Populasi dan Sampel .1 Populasi

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 Universitas Sumatera Utara 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