Descriptive Service Quality X1

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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. 77 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. 78 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. 80 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. 82 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 83 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. 84 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. 85 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