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1. Descriptive Service Quality X1
In studies Service Quality X1 used 15 point questionnaires to
measure the quality of services, namely: Table 4.7
Carrefour Physical Appearance is Good Answer
Frequency Percent
Strongly Disagree Disagree
4 4
Neutral 14
14 Agree
52 52
Strongly Agree 30
30 Total
100 100
Source: Primary data Processed 2016 From table 4.7 above explains that 30 or 30 of
respondents stated strongly agree, 52 or 52 of respondents agreed, 14 or 14 of respondents expressed a neutral, 4 or 4 of
respondent disagreed and 0 or 0 of respondents stated strongly disagree with the statement that Carrefour physical appearance is
good.
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Tabel 4.8 Provided in Carrefour is Complete Enough Such as
shopping Bags and Trolley Answer
Frequency Percent
Strongly Disagree Disagree
6 6
Neutral 10
10 Agree
53 53
Strongly Agree 31
31 Total
100 100
Source: Primary data Processed 2016 From table 4.8 above explains that 31 or 31 of
respondents stated strongly agree, 53 or 53 of respondents agreed, 10 or 10 of respondents expressed a neutral, 6 or 6 of
respondents disagreed and 0 or 0 of respondents stated strongly disagree with the statement that the equipment provided in
Carrefour complete enough such as shopping bags, trolley.
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Tabel 4.9 Employees in Carrefour Dressed Well
Answer Frequency
Percent
Strongly Disagree Disagree
3 3
Neutral 16
16 Agree
53 53
Strongly Agree 28
28 Total
100 100
Source: Primary data Processed 2016 From table 4.9 above explains that 28 or 28 of
respondents stated strongly agree, 53 or 53 of respondents agreed, 16 or 16 of respondents expressed a neutral, 3 or 3 of
respondents disagreed and 0 or 0 of respondents stated strongly disagrees with the statement that employees in Carrefour dressed
well.
Tabel 4.10 Carrefour Employees are Able to Communicate Information Well
Answer Frequency
Percent
Strongly Disagree Disagree
4 4
Neutral 11
11 Agree
54 54
Strongly Agree 31
31 Total
100 100
Source: Primary data Processed 2016
79
From the table above 4.10 explain that 31 or 31 of respondents stated strongly agree, 54 or 54 of respondents
agreed, 11 or 11 of respondents expressed a neutral, 5 or 5 of respondents disagreed and 0 or 0 of respondents stated strongly
disagree with the statement that Carrefour employees are able to communicate information well.
Tabel 4.11 Carrefour to Provide Services According to the Promised
Answer Frequency
Percent
Strongly Disagree Disagree
4 4
Neutral 10
10 Agree
58 58
Strongly Agree 28
28 Total
100 100
Source: Primary data Processed 2016
From the table above 4.11 explain that 28 or 28 of respondents stated strongly agree, 58 or 58 of respondents
agreed, 10 or 10 of respondents expressed a neutral, 4 or 4 of respondents disagreed and 0 or 0 of respondents stated strongly
disagree with the statement that Carrefour to provide services according to the promised.
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Tabel 4.12 Carrefour Employees Willing to Help Customers Well
Answer Frequency
Percent
Strongly Disagree Disagree
Neutral 3
3 Agree
60 60
Strongly Agree 37
37 Total
100 100
Source: Primary data Processed 2016
From the table above 4.12 explain that 37 or 37 of respondents stated strongly agree, 60 or 60 of respondents agreed, 3 or 3 of
respondents expressed a neutral, 0 or 0 of respondents disagreed and 0 or 0 of respondents stated strongly disagree with the statement that
Carrefour employees willing to help customers well.
Tabel 4.13 Carrefour Employees Assist Customers Well
Answer Frequency
Percent
Strongly Disagree Disagree
2 2
Neutral 6
6 Agree
58 58
Strongly Agree 34
34 Total
100 100
Source: Primary data Processed 2016
81
From the table above 4.13 explain that 34 or 34 of respondents stated strongly agree, 58 or 58 of respondents
agreed, 6 or 6 of respondents expressed a neutral, 2 or 2 of respondents disagreed and 0 or 0 of respondents stated strongly
disagree with the statement that Carrefour employees assist customers well.
Tabel 4.14 Carrefour Service is Trustworthy
Answer Frequency
Percent
Strongly Disagree Disagree
Neutral 5
5 Agree
57 57
Strongly Agree 38
38 Total
100 100
Source: Primary data Processed 2016
From the table above 4.14 explain that 38 or 38 of respondents stated strongly agree, 57 or 57 of respondents
agreed, 5 or 5 of respondents expressed a neutral, 0 or 0 of respondents disagreed and 0 or 0 of respondents stated strongly
disagree with the statement that service at Carrefour is trusted.
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Tabel 4.15 Employees in Carrefour Serve with Honest
Answer Frequency
Percent
Strongly Disagree Disagree
Neutral 7
7 Agree
52 52
Strongly Agree 41
41 Total
100 100
Source: Primary data Processed 2016 From the table above 4.15 explain that 41 or 41 of
respondents stated strongly agree, 52 or 52 of respondents agreed, 7 or 7 of respondents expressed a neutral, 0 or 0 of
respondents disagreed and 0 or 0 of respondents stated strongly disagree with the statement that the employees in Carrefour serve
with honest.
Tabel 4.16 Shopping in Carrefour is Safe From Pickpocketing
Answer Frequency
Percent
Strongly Disagree Disagree
Neutral 5
5 Agree
50 50
Strongly Agree 45
45 Total
100 100
Source: Primary data Processed 2016
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From the table above 4.16 explain that 45 or 45 of respondents stated strongly agree, 50 or 50 of respondents
agreed, 5 or 5 of respondents expressed a neutral, 0 or 0 of respondent disagreed and 0 or 0 of respondents stated strongly
disagrees with the statement that Shopping in Carrefour is safe from pickpocketing.
Tabel 4.17 Carrefour Employees Serve with Competent
Answer Frequency
Percent
Strongly Disagree Disagree
1 1
Neutral 1
1 Agree
57 57
Strongly Agree 41
41 Total
100 100
Source: Primary data Processed 2016
From the table above 4.17 explain that 41 or 41 of respondents stated strongly agree, 57 or 57 of respondents
agreed, 1 or 1 of respondents expressed a neutral, 0 or 0 respondents disagreed and 0 or 0 of respondents stated strongly
disagree with the statement that Carrefour employees serve competently.
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Table 4.18 Carrefour Employees are Polite
Answer Frequency
Percent
Strongly Disagree Disagree
1 1
Neutral Agree
60 60
Strongly Agree 39
39 Total
100 100
Source: Primary data Processed 2016
From the table above 4.18 explain that 39 or 39 of respondents stated strongly agree, 60 or 60 of respondents agreed, 0 or 0 of
respondents expressed a neutral, 1 or 1 of respondent disagreed and 0 or 0 of respondents stated strongly disagree with the statement
that Carrefour employees are polite.
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Tabel 4.19 Carrefour Lebak Bulus Easy to Access
Answer Frequency
Percent
Strongly Disagree Disagree
2 2
Neutral 4
4 Agree
58 58
Strongly Agree 36
36 Total
100 100
Source: Primary data Processed 2016
From the table above 4.19 explain that 36 or 36 of respondents stated strongly agree, 58 or 58 of respondents agreed, 4 or 4 of
respondents expressed a neutral, 2 or 2 of respondent disagreed and 0 or 0 of respondents stated strongly disagree with the statement
that Carrefour Lebak Bulus easy to access.
Tabel 4.20 Carrefour Employees are Able to Communicate Well
Answer Frequency
Percent
Strongly Disagree Disagree
Neutral 2
2 Agree
62 62
Strongly Agree 36
36 Total
100 100
Source: Primary data Processed 2016
86
From the table above 4.20 explain that 36 or 36 of respondents
stated strongly agree, 62 or 62 of respondents agreed, 2 or 2 of respondents expressed a neutral, 0 or 0 of respondent disagreed and
0 or 0 of respondents stated strongly disagree with the statement
that Carrefour employees are able to communicate well.
Tabel 4.21 Carrefour is Able to Understand Consumers Needs
Answer Frequency
Percent
Strongly Disagree Disagree
Neutral 3
3 Agree
56 56
Strongly Agree 41
41 Total
100 10
Source: Primary data Processed 2016
From the table above 4.21 explain that 41 or 41 of respondents stated strongly agree, 56 or 56 of respondents
agreed, 0 or 0 of respondents expressed a neutral, 0 or 0 of respondent disagreed and 0 or 0 of respondents stated strongly
disagree with the statement that Carrefour is able to understand consumer‘s needs.
2. Descriptive Sales Promotion X