Analisis Bauran Pemasaran Dalam Meningkatkan Kepuasan Pelanggan Surat Kabar PT. Harian Umum Waspada, Medan
LAMPIRAN I KUESIONER
Petunjuk Pengisian Kuesioner
Bapak/Ibu/Saudara yang terhormat,
Sebelumnya saya mengucap terima kasih atas kesediaan Bapak/Ibu/Saudara untuk
berpartisipasi dalam penelitian ini. Adapun penelitian ini diadakan dalam rangka penulisan
tesis pada konsentrasi Pemasaran Pascasarjana Magister Manajemen Universitas Sumatera
Utara,
Medan
dengan
judul
:
“ANALISIS
BAURAN
PEMASARAN
DALAM
MENINGKATKAN KEPUASAN PELANGGAN SURATKABAR PT. HARIAN UMUM
WASPADA, MEDAN.”
Atas kesediaan dan waktu yang Bapak/Ibu/Saudara berikan, saya sampaikan terima
kasih yang sebesar-besarnya.
I.
IDENTITAS RESPONDEN
Isilah dan berilah tanda (x) pada jawaban pada sesuai dengan data pribadi
Bapak/Ibu/Saudara.
Nama
: ………………………………
Jenis Kelamin :
Usia
laki-laki /
: ………………… Tahun
(Boleh tidak diisi)
Perempuan
II.
Petunjuk Pengisian
Untuk menjawab pertanyaan-pertanyaan dibawah ini, Bapak/Ibu/Saudara dapat
memberikan tanda silang (x)
Kolom yang disediakan.
Skor untuk Variabel Penelitian
Sangat Setuju
(SS) = 5
Setuju
(S)
Netral
(N) = 3
Tidak Setuju
(TS) = 2
Sangat Tidak Setuju
(STS) = 1
=4
DAFTAR PERTANYAAN
No.
A.
1.
2.
3.
Variabel Produk (Suratkabar Waspada)
5.
C.
6.
7.
8.
D.
9.
suratkabar Waspada bersaing
dengan Harga suratkabar lainnya
Harga suratkabar Waspada sebanding
dengan kualitas
Variabel Saluran Distribusi
Lokasi pembelian suratkabar Waspada
dapat terjangkau dimana saja
Kemudahan tempat pembelian suratkabar
Waspada
Pembayaran tagihan suratkabar Waspada
yang bisa dilakukan melalui rekening
ATM Bank -bank manapun
Variabel Promosi
Promosi harian Waspada mendapat
respon positif dari masyarakat.
Hal ini Iklan yang diberikan lewat
spanduk dan Bilboard cukup informatif
E.
11.
12.
Variabel Proses
Koran Waspada diterbitkan tepat waktu
Berita- berita Waspada disesuaikan
dengan hari
Variabel Orang
Kemampuan penulisan berita Harian
Waspada mampu membuat pembaca
tertarik
Koran merupakan Koran yang terbesar
di Sumatera Utara merupakan hasil dari
motivasi para karyawannya
Variabel Layanan Pelanggan
Pelayanan pelanggan Waspada terhadap
konsumen sangat memuaskan
14.
G.
15.
16.
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
Harga
10.
F.
13.
SS
Warna yang ditampilkan suratkabar
Waspada dapat menjadi daya tarik
pembaca
Quiz-quiz yang disajikan dapat menarik
minat pembaca untuk mengikutinya
Informasi berita yang akurat dan up to
date yang ditawarkan oleh suratkabar
Waspada lengkap
Variable Harga
4.
JAWABAN KUESIONER
Sasaran Harian Waspada adalah orang
tua saja
Variabel Kepuasan Pelanggan
17.
18.
19.
suratkabar Waspada membuat
konsumen
merasa
puas
akan
membacanya
Setelah membaca suratkabar Waspada
pelanggan akan merasa puas dan bangga
Harga suratkabar Waspada relatif lebih
rendah dibandingkan dengan harga
Koran lainnya
Kualitas
TABEL6.12 PENGUJIAN VALIDITAS DAN REALIBITAS SKOR KUESIONER (lamp.I)
No.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.
48.
49.
50.
51.
52.
53.
54.
55.
56.
57.
58.
59.
60.
61.
62.
63.
64.
65.
66.
67.
68.
69.
70.
71.
72.
73.
74.
Y
X1
Y17
Y18
Y19
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
4
3
3
5
3
4
2
5
4
4
4
3
4
3
3
2
3
4
4
5
5
5
4
5
2
3
4
3
4
4
5
4
3
3
4
2
5
5
5
4
3
2
2
2
3
2
3
4
5
5
4
3
3
5
3
4
2
5
4
4
4
3
4
3
3
2
3
4
4
5
5
5
4
Total
15
Q
1
4
Q2
4
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
15
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
3
5
2
1
4
3
2
5
5
4
4
2
4
3
3
2
3
2
3
1
2
3
5
5
2
2
5
4
5
5
4
3
5
4
2
1
1
3
3
2
1
2
3
4
3
1
1
3
2
4
3
5
2
1
4
3
2
5
5
4
4
2
4
3
3
2
3
2
3
1
2
3
5
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
4
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
X2
Q3
Q4
Q3
5
Tot
al
17
4
5
4
1
1
2
4
2
2
2
3
3
2
3
2
1
2
2
2
3
3
3
3
3
4
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
5
4
1
1
2
4
2
2
2
3
3
2
3
2
1
2
2
2
3
3
3
3
3
4
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
17
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
5
5
5
4
5
5
5
3
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
4
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
5
5
5
4
5
5
5
5
3
3
5
3
4
2
5
3
4
4
3
4
3
3
2
4
5
5
5
4
5
4
5
2
3
4
4
5
4
5
4
5
3
5
2
5
5
5
4
3
2
2
2
3
2
3
4
5
5
5
3
3
5
3
4
2
5
3
4
4
3
4
3
3
2
4
5
5
5
4
5
4
Q6
X3
Q7
Total
9
Q
5
5
4
3
10
7
8
10
7
7
6
10
8
9
9
7
9
8
7
6
9
10
10
9
9
10
9
8
7
6
9
8
10
9
10
9
10
8
10
7
9
10
9
8
6
5
6
7
8
6
8
9
10
9
10
7
8
10
7
7
6
10
8
9
9
7
9
8
7
6
9
10
10
9
9
10
9
4
5
5
2
4
2
2
2
4
4
2
3
2
2
2
2
2
3
3
4
5
3
4
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
5
4
5
5
2
4
2
2
2
4
4
2
3
2
2
2
2
2
3
3
4
5
3
4
4
3
2
2
2
2
2
1
1
2
2
3
2
3
1
1
2
3
2
2
3
3
3
3
2
2
3
4
3
3
3
1
4
2
2
2
4
4
2
2
2
2
1
2
2
2
3
2
2
4
4
3
2
2
2
2
2
1
1
2
2
3
2
3
1
1
2
3
2
2
3
3
3
4
3
2
5
2
3
2
5
5
5
4
3
5
5
4
4
5
5
5
4
5
4
3
3
5
3
4
4
4
5
5
5
5
5
5
5
4
5
4
4
3
2
3
5
5
4
3
5
5
3
4
3
2
5
2
3
2
5
5
5
4
3
5
5
4
4
5
5
5
4
5
4
3
X4
Q8
Q9
Q10
Total
12
5
4
4
Total
13
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
12
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
5
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
4
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
10
9
11
10
11
12
7
9
11
10
9
10
9
8
9
7
9
10
7
10
12
10
9
11
7
6
10
8
8
9
10
11
10
9
10
9
10
11
10
9
10
6
9
8
10
7
8
8
10
13
10
9
11
10
11
12
7
9
11
10
9
10
9
8
9
7
9
10
7
10
12
10
9
75.
76.
77.
78.
79.
80.
81.
82.
83.
84.
85.
86.
87.
88.
89.
90.
91.
92.
93.
94.
95.
96.
97.
98.
99.
100.
101.
102.
103.
104.
105.
106.
107.
108.
109.
110.
111.
112.
113.
114.
115.
116.
117.
118.
119.
120.
121.
122.
123.
124.
125.
126.
127.
128.
129.
130
131.
132.
133.
134.
135.
136.
137.
138.
139.
140
141.
142.
143.
144.
145.
146.
147.
148.
149
150.
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
25
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
2
3
4
3
4
4
5
4
3
3
4
2
5
5
5
4
3
2
2
2
3
2
3
4
5
5
4
3
3
5
3
4
2
5
4
4
4
3
4
3
3
2
3
4
4
5
5
5
4
5
2
3
4
3
4
4
5
4
3
3
4
2
5
5
5
4
3
2
2
2
3
2
3
4
5
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
15
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
5
2
2
5
4
5
5
4
3
5
4
2
1
1
3
3
2
1
2
3
4
3
1
1
3
2
4
3
5
2
1
4
3
2
5
5
4
4
2
4
3
3
2
3
2
3
1
2
3
5
5
2
2
5
4
5
5
4
3
5
4
2
1
1
3
3
2
1
2
3
4
3
1
1
3
2
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
4
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
5
4
1
1
2
4
2
2
2
3
3
2
3
2
1
2
2
2
3
3
3
3
3
4
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
17
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
3
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
4
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
5
5
5
4
5
5
5
3
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
2
3
4
4
5
4
5
4
5
3
5
2
5
5
5
4
3
2
2
2
3
2
3
4
5
5
5
3
3
5
3
4
2
5
3
4
4
3
4
3
3
2
4
5
5
5
4
5
4
5
2
3
4
4
5
4
5
4
5
3
5
2
5
5
5
4
3
2
2
2
3
2
3
4
5
8
7
6
9
8
10
9
12
9
10
8
10
7
9
10
9
8
6
5
6
7
8
6
8
9
10
9
10
7
8
10
7
7
6
10
8
9
9
7
9
8
7
6
9
10
10
9
9
10
9
8
7
6
9
8
10
9
12
9
10
8
10
7
9
10
9
8
6
5
6
7
8
6
8
9
10
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
5
4
5
5
2
4
2
2
2
4
4
2
3
2
2
2
2
2
3
3
4
5
3
4
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
3
2
2
3
4
3
3
3
1
4
2
2
2
4
4
2
2
2
2
1
2
2
2
3
2
2
4
4
3
2
2
2
2
2
1
1
2
2
3
2
3
1
1
2
3
2
2
3
3
3
3
2
2
3
4
3
3
3
1
4
2
2
2
4
4
2
2
2
2
1
2
2
2
3
2
2
3
5
3
4
4
4
5
5
5
5
5
5
5
4
5
4
4
3
2
3
5
5
4
3
5
5
3
4
3
2
5
2
3
2
5
5
5
4
3
5
5
4
4
5
5
5
4
5
4
3
3
5
3
4
4
4
5
5
5
5
5
5
5
4
5
4
4
3
2
3
5
5
4
3
5
5
TABEL6.13. PENGUJIAN VALIDITAS DAN REALIBITAS SKOR KUESIONER (lampir.III)
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
12
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
5
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
4
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
11
7
6
10
8
8
9
10
11
10
9
10
9
10
11
10
9
10
6
9
8
10
7
8
8
10
13
10
9
11
10
11
12
7
9
11
10
9
10
9
8
9
7
9
10
7
10
12
10
9
11
7
6
10
8
8
9
10
11
10
9
10
9
10
11
10
9
10
6
9
8
10
7
8
8
10
No.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.
48.
49.
50.
51.
52.
53.
54.
55.
56.
57.
58.
59.
60.
61.
62.
63.
64.
65.
66.
67.
X5
X6
X7
Q11
5
Q12
5
Total
15
Q13
4
Q14
17
Total
12
Q15
5
Q16
4
Total
4
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
15
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
4
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
17
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
12
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
5
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
4
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
68.
69.
70.
71.
72.
73.
74.
75.
76.
77.
78.
79.
80.
81.
82.
83.
84.
85.
86.
87.
88.
89.
90.
91.
92.
93.
94.
95.
96.
97.
98.
99.
100.
101.
102.
103.
104.
105.
106.
107.
108.
109.
110.
111.
112.
113.
114.
115.
116.
117.
118.
119.
120.
121.
122.
123.
124.
125.
126.
127.
128.
129.
130
131.
132.
133.
134.
135.
136.
137.
138.
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
15
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
4
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
17
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
12
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
5
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
4
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
140
141.
142.
143.
144.
145.
146.
147.
148.
149
150.
4
4
3
3
4
5
5
4
5
5
25
3
3
3
2
2
2
4
3
2
2
3
12
11
9
7
8
10
12
9
10
11
13
2
2
1
3
1
3
2
2
1
2
1
9
8
6
9
7
11
10
7
8
9
7
8
8
7
6
6
9
10
8
8
9
9
4
3
3
2
3
4
5
4
3
4
5
3
3
4
3
3
2
3
2
3
2
3
3
3
3
1
3
2
2
1
2
2
2
LAMPIRAN IV
VALIDITAS
Item-Total Statistics Produk
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Alpha if Item
Total Correlation
Deleted
ITEM 1
18.7500
36.026
.582
.765
ITEM 2
19.4122
39.373
.565
.785
ITEM 3
19.0878
36.026
.725
.746
.
Item-Total Statistics Harga
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Total Correlation
Alpha if Item
Deleted
ITEM 4
12.0811
6.102
.478
.912
ITEM 5
12.8041
3.846
.731
.653
Item-Total Statistics distribusi
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Total Correlation
Alpha if Item
Deleted
ITEM 6
18.8919
14.873
.488
.720
ITEM 7
20.4122
12.040
.535
.682
ITEM 8
21.0000
13.959
.499
.706
Item-Total Statistics Promosi
Cronbach's
Scale Mean if
Scale Variance if Corrected Item-
Item Deleted
Item Deleted
Total Correlation
Alpha if Item
Deleted
ITEM 9
18.6486
9.155
.654
.684
ITEM 10
19.2703
7.301
.442
.566
.
Item-Total Statistics proses
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Total Correlation
Cronbach's
Alpha if Item
Deleted
ITEM 11
2.68
1.226
.598
.
a
ITEM 12
11.32
4.045
.545
.
a
Item-Total Statistics Orang
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected Item- Squared Multiple
Item Deleted
Total Correlation
Correlation
Alpha if Item
Deleted
ITEM 13
3.03
1.710
.426
.070
.
a
ITEM 14
11.32
4.045
.562
.070
.
a
Item-Total Statistics layanan pelanggan
Cronbach's
Scale Mean if
Scale Variance if Corrected Item- Squared Multiple
Item Deleted
Item Deleted
Total Correlation
Correlation
Alpha if Item
Deleted
ITEM 15
2.68
1.226
.598
.357
.
a
ITEM 16
11.32
4.045
.613
.435
.
a
Item-Total Statistics Kepuasan Pelanggan
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Alpha if Item
Total Correlation
Deleted
ITEM 17
18.1081
13.634
.504
.833
ITEM 18
11.2905
4.153
.998
.634
ITEM 19
18.9730
10.720
.703
.739
Correlations Produk
Unstandarzed
Residual
ITEM 4
Spearman's rho
Correlation Coefficient
1.000
Sig. (2-tailed)
.016
ITEM 6
**
.339
**
.377
**
.
.052
.000
.000
150
150
150
150
**
1.000
Sig. (2-tailed)
.052
.
.000
.000
N
150
150
150
150
**
1.000
N
Correlation Coefficient
Correlation Coefficient
.168
.339
**
.431
.431
**
.522
.419
**
**
Sig. (2-tailed)
.000
.000
.
.000
N
150
150
150
150
**
1.000
unstandarzed Correlation Coefficient
Residual
ITEM 5
.377
**
.522
**
.419
Sig. (2-tailed)
.000
.000
.000
.
N
150
150
150
150
Correlation Promosi
ITEM 7
Spearman's rho
Unstandarzed
Residual
ITEM 8
.169
.
.052
.000
N
148
148
148
Correlation Coefficient
.160
1.000
Sig. (2-tailed)
.052
.
.000
N
150
150
150
Sig. (2-tailed)
Correlation Coefficient
.339
**
.431
**
.377
**
1.000
.522
.419
**
**
Sig. (2-tailed)
.000
.000
.000
N
148
148
148
**
1.000
Correlation Coefficient
Residual
Sig. (2-tailed)
.000
.000
.
N
150
150
150
**. Correlation is significant at the 0.01 level (2-tailed).
.377
**
Unstandarzed
.522
Correlation Harga
Unstandarzed
Residual
ITEM 9
Spearman's rho
Correlation Coefficient
ITEM 10
1.000
Sig. (2-tailed)
.016
**
.377
**
.
.052
.000
150
150
150
**
1.000
Sig. (2-tailed)
.052
.
.000
N
150
150
150
N
Correlation Coefficient
Correlation Coefficient
.168
.339
**
.431
**
.522
.419
**
**
Sig. (2-tailed)
.000
.000
.000
N
150
150
150
**
1.000
Correlation Coefficient
Residual
Sig. (2-tailed)
.000
.000
.
N
150
150
150
**. Correlation is significant at the 0.01 level (2-tailed).
.377
**
unstandarzed
.522
Correlation Distribusi
Unstandardized
ITEM 11
Spearman's rho
Correlation
ITEM 12
ITEM10
.399
Residual
**
.380
**
1.000
.120
.
.145
.000
.000
N
150
150
150
150
Correlation
.120
1.000
-.063
Sig. (2-tailed)
.145
.
.449
.000
N
150
150
150
150
**
-.063
1.000
Sig. (2-tailed)
.000
.449
.
.000
N
150
150
150
150
*
-.083
Sig. (2-tailed)
.032
.318
.000
.000
N
150
150
150
150
**
**
**
1.000
Coefficient
Sig. (2-tailed)
.404
**
Coefficient
Correlation
.399
.787
**
Coefficient
Correlation
.176
.496
**
.709
**
Coefficient
unstandardized Correlation
Residual
.380
.404
.787
Coefficient
Sig. (2-tailed)
.000
.000
.000
.
N
150
150
150
150
**. Correlation is significant at the 0.01 level (2-tailed).
Correlation Proses
Unstandardized
ITEM 11
ITEM 7
ITEM 8
ITEM 12
Residual
*
.093
.093
Sig. (2-tailed)
.030
.258
.000
N
150
150
150
*
.093
-.030
Sig. (2-tailed)
.030
.258
.718
N
150
150
150
Pearson Correlation
-.178
Pearson Correlation
-.178
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Correlation Orang
ITEM 13
Pearson Correlation
**
-.009
.000
.912
148
148
148
**
1
-.129
1
Sig. (2-tailed)
N
Pearson Correlation
.513
Sig. (2-tailed)
.000
N
150
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Unstandardized
Residual
ITEM 14
.513
.118
150
150
Correlation Layanan konsumen
ITEM 15
Spearman's rho
Correlation Coefficient
Unstandardized
Residual
ITEM 16
.169
.
.052
.000
150
150
150
**
1.000
Sig. (2-tailed)
.052
.
.000
N
150
150
150
Sig. (2-tailed)
N
Correlation Coefficient
.168
.339
**
1.000
.431
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed)
Correlation Kepuasan pelanggan
Unstandardized
ITEM 17
Pearson Correlation
ITEM 18
1
Sig. (2-tailed)
N
Pearson Correlation
ITEM 19
.293
**
.200
*
.000
150
150
150
150
**
1
.293
N
150
*
.875
**
150
150
150
**
1
Sig. (2-tailed)
.015
.000
N
150
150
**
**
.000
.200
.237
.637
.000
Pearson Correlation
.637
.875
**
.229
**
.005
150
150
**
1
.229
Sig. (2-tailed)
.004
.000
.005
N
150
150
150
*. Correlation is significant at the 0.05 level (2-tailed).
**
.015
.000
**. Correlation is significant at the 0.01 level (2-tailed).
.237
.000
Sig. (2-tailed)
Pearson Correlation
Residual
150
**
LAMPIRAN V
REABILITAS
Scale:
Case Processing Summary Kepuasan
N
Cases
Valid
a
Excluded
Total
%
149
99.3
1
150
.7
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.808
3
Case Processing Summary Produk
N
Cases
Valid
a
Excluded
Total
%
149
99.3
1
150
.7
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.795
4
Case Processing Summary Harga
N
Cases
Valid
a
Excluded
Total
%
150
100.0
0
150
.0
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
.805
N of Items
2
Case Processing Summary Distribusi
N
Cases
Valid
a
Excluded
Total
a.
%
150
100.0
0
150
.0
100.0
Listwise deletion based on all variables
in the procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.740
3
Case Processing Summary Promosi
N
Cases
Valid
a
Excluded
Total
%
150
100.0
0
150
.0
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.637
3
Case Processing Summary orang
N
Cases
Valid
a
Excluded
Total
a.
%
150
80.2
37
19.8
187
100.0
Listwise deletion based on all variables
in the procedure.
Reliability Statistics
Cronbach's
Alpha
.671
N of Items
2
Case Processing Summary proses
N
Cases
Valid
a
Excluded
Total
%
150
80.2
37
19.8
187
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.390
2
Case Processing Summary layanan
N
Cases
Valid
a
Excluded
Total
%
150
80.2
37
19.8
187
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
.389
Cronbach's
Alpha Based on
Standardized
Items
.418
N of Items
2
LAMPIRAN VI
Frequency Table
Pertanyaan 1
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
N
S
SS
Total
36
39
27
27
150
24.0
26.0
18.0
18.0
100.0
24.0
26.0
18.0
18.0
100.0
38.0
64.0
82.0
100.0
Pertanyaan 2
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
N
S
SS
Total
57
36
9
27
150
38.0
24.0
6.0
18.0
100.0
38.0
24.0
6.0
18.0
100.0
52.0
76.0
82.0
100.0
Pertanyaan 3
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
12
8.0
8.0
8.0
TS
N
S
SS
Total
72
33
18
15
150
48.0
22.0
12.0
10.0
100.0
48.0
22.0
12.0
10.0
100.0
56.0
78.0
90.0
100.0
Pertanyaan 4
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
N
S
SS
Total
78
30
18
3
150
52.0
20.0
12.0
2.0
100.0
52.0
20.0
12.0
2.0
100.0
66.0
86.0
98.0
100.0
Pertanyaan 5
Frequency
Valid
N
S
SS
Total
Percent
Valid Percent
Cumulative
Percent
15
10.0
10.0
10.0
45
90
150
30.0
60.0
100.0
30.0
60.0
100.0
40.0
100.0
Pertanyaan 6
Frequency
Valid
TS
N
S
SS
Total
Percent
Valid Percent
Cumulative
Percent
24
16.0
16.0
16.0
36
39
51
150
24.0
26.0
34.0
100.0
24.0
26.0
34.0
100.0
40.0
66.0
100.0
Pertanyaan 7
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
3
2.0
2.0
2.0
TS
N
S
SS
Total
75
21
27
24
150
50.0
14.0
18.0
16.0
100.0
50.0
14.0
18.0
16.0
100.0
52.0
66.0
84.0
100.0
Pertanyaan 8
Valid
Frequency
Percent
Valid Percent
Cumulative
Percent
TS
18
12.0
12.0
12.0
N
S
SS
Total
75
39
18
150
50.0
26.0
12.0
100.0
50.0
26.0
12.0
100.0
62.0
88.0
100.0
Pertanyaan 9
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
TS
12
8.0
8.0
8.0
N
S
SS
Total
30
39
69
150
20.0
26.0
46.0
100.0
20.0
26.0
46.0
100.0
28.0
54.0
100.0
Pertanyaan 10
Valid
Frequency
Percent
Valid Percent
Cumulative
Percent
TS
6
4.0
4.0
4.0
N
S
SS
Total
45
60
39
150
30.0
40.0
26.0
100.0
30.0
40.0
26.0
100.0
34.0
74.0
100.0
Pertanyaan 11
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
3
2.0
2.0
2.0
TS
N
S
SS
39
63
39
6
26.0
42.0
26.0
4.0
26.0
42.0
26.0
4.0
28.0
70.0
96.0
100.0
Pertanyaan 12
Valid
Frequency
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
N
S
SS
Total
60
57
12
21
150
40.0
38.0
8.0
14,0
100,0
40.0
38.0
8.0
14,0
100,0
54.0
92.0
100.0
Pertanyaann 13
Valid
Frequency
Percent
Valid Percent
Cumulative
Percent
N
12
8.0
8.0
8.0
S
SS
Total
51
87
150
34.0
58.0
100.0
34.0
58.0
100.0
42.0
100.0
Pertanyaan 14
Frequency
Percent
Valid Percent
Cumulative
Percent
TS
42
28.0
28.0
28.0
N
S
SS
Total
60
30
18
150
40.0
20.0
12.0
100.0
40.0
20.0
12.0
100.0
68.0
88.0
100.0
Valid
Pertanyaan 15
Frequency
Percent
Valid Percent
Cumulative
Percent
TS
24
16.0
16.0
16.0
N
S
SS
Total
42
48
36
150
28.0
32.0
24.0
100.0
28.0
32.0
24.0
100.0
44.0
76.0
100.0
Valid
Pertanyaan 16
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
TS
42
28.0
28.0
28.0
N
60
40.0
40.0
68.0
S
30
20.0
20.0
88.0
SS
18
12.0
12.0
100.0
150
100.0
100.0
Total
Pertanyaan 17
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
TS
24
16.0
16.0
16.0
N
42
28.0
28.0
44.0
S
48
32.0
32.0
76.0
SS
36
24.0
24.0
100.0
150
100.0
100.0
Total
Pertanyaan 18
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
12
8.0
8.0
8.0
TS
72
48.0
48.0
56.0
N
33
22.0
22.0
78.0
S
18
12.0
12.0
90.0
SS
15
10.0
10.0
100.0
Pertanyaan 18
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
12
8.0
8.0
8.0
TS
72
48.0
48.0
56.0
N
33
22.0
22.0
78.0
S
18
12.0
12.0
90.0
100.0
SS
Total
15
10.0
10.0
150
100.0
100.0
Pertanyaan 19
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
78
52.0
52.0
66.0
N
30
20.0
20.0
86.0
S
18
12.0
12.0
98.0
3
2.0
2.0
100.0
150
100.0
100.0
SS
Total
LAMPIRAN VII
Regression
Variables Entered/RemovedVariables
Model
1
Variables
Removed
Variables Entered
LAYANAN
KONSUMEN ,
DISTRIBUSI,
PROMOSI,
HARGA, PRODUK
PROSES,ORANG
.
Method
Enter
a All requested variables entered.
b Dependent Variable: KEPUASAN
b
ANOVA
Model
1
Sum of Squares
Df
Mean Square
Regression
19642.27
7
2806.039
Residual
Total
12.72178
19655
142
149
0.08959
2806.039
F
Sig.
313.208
.012
a
a. Predictors: (Constant), Produk, Harga,Distribusi, Promosi,Proses, orang,layanan pelanggan
b.
Dependent Variable: Kepuasan
b
Model Summary
Model
R
1
.999
R Square
Adjusted R Square
Std. Error of the
Estimate
.935
.992
.0299
a
a. Predictors: (Constant), Produk, Harga,Distribusi, Promosi,Proses, orang,layanan pelanggan
b. Dependent Variable: Kepuasan
Coefficients
Unstandardized Coefficients
Model
B
Std. Error
(Constant)
-.746
.248
Produk
Harga
Distribusi
Promosi
Proses
Orang
Layanan
Konsumen
.691
.612
.758
. 732
.875
-.736
-.031
.017
.027
.055
.001
.002
a. Dependent Variable: kepuasan
.
.056
.034
a
Standardized
Coefficients
Beta
T
-.001
.116
.108
.122
.725
.482
.-.007 .
Sig.
-3.013
.003
.064
2.250
13.561
3.928
29.632
-13.056
.037
.983
.000
.002
.000
.000
.000
. 732
Normal P-P Plot of Regression Standardized Residual
Dependent Variable: KEPUASAN
1.0
Expected Cum Prob
0.8
0.6
0.4
0.2
0.0
0.0
0.2
0.4
0.6
0.8
1.0
Observed Cum Prob
Scatterplot
Dependent Variable: KEPUASAN
16.0
KEPUASAN
14.0
12.0
10.0
8.0
6.0
-3
-2
-1
0
Regression Standardized Predicted Value
1
2
Histogram
Dependent Variable: KEPUASAN
60
Frequency
50
40
30
20
10
Mean = -5.88E-16
Std. Dev. = 0.98
N = 149
0
-4
-2
0
2
4
Regression Standardized Residual
6
Petunjuk Pengisian Kuesioner
Bapak/Ibu/Saudara yang terhormat,
Sebelumnya saya mengucap terima kasih atas kesediaan Bapak/Ibu/Saudara untuk
berpartisipasi dalam penelitian ini. Adapun penelitian ini diadakan dalam rangka penulisan
tesis pada konsentrasi Pemasaran Pascasarjana Magister Manajemen Universitas Sumatera
Utara,
Medan
dengan
judul
:
“ANALISIS
BAURAN
PEMASARAN
DALAM
MENINGKATKAN KEPUASAN PELANGGAN SURATKABAR PT. HARIAN UMUM
WASPADA, MEDAN.”
Atas kesediaan dan waktu yang Bapak/Ibu/Saudara berikan, saya sampaikan terima
kasih yang sebesar-besarnya.
I.
IDENTITAS RESPONDEN
Isilah dan berilah tanda (x) pada jawaban pada sesuai dengan data pribadi
Bapak/Ibu/Saudara.
Nama
: ………………………………
Jenis Kelamin :
Usia
laki-laki /
: ………………… Tahun
(Boleh tidak diisi)
Perempuan
II.
Petunjuk Pengisian
Untuk menjawab pertanyaan-pertanyaan dibawah ini, Bapak/Ibu/Saudara dapat
memberikan tanda silang (x)
Kolom yang disediakan.
Skor untuk Variabel Penelitian
Sangat Setuju
(SS) = 5
Setuju
(S)
Netral
(N) = 3
Tidak Setuju
(TS) = 2
Sangat Tidak Setuju
(STS) = 1
=4
DAFTAR PERTANYAAN
No.
A.
1.
2.
3.
Variabel Produk (Suratkabar Waspada)
5.
C.
6.
7.
8.
D.
9.
suratkabar Waspada bersaing
dengan Harga suratkabar lainnya
Harga suratkabar Waspada sebanding
dengan kualitas
Variabel Saluran Distribusi
Lokasi pembelian suratkabar Waspada
dapat terjangkau dimana saja
Kemudahan tempat pembelian suratkabar
Waspada
Pembayaran tagihan suratkabar Waspada
yang bisa dilakukan melalui rekening
ATM Bank -bank manapun
Variabel Promosi
Promosi harian Waspada mendapat
respon positif dari masyarakat.
Hal ini Iklan yang diberikan lewat
spanduk dan Bilboard cukup informatif
E.
11.
12.
Variabel Proses
Koran Waspada diterbitkan tepat waktu
Berita- berita Waspada disesuaikan
dengan hari
Variabel Orang
Kemampuan penulisan berita Harian
Waspada mampu membuat pembaca
tertarik
Koran merupakan Koran yang terbesar
di Sumatera Utara merupakan hasil dari
motivasi para karyawannya
Variabel Layanan Pelanggan
Pelayanan pelanggan Waspada terhadap
konsumen sangat memuaskan
14.
G.
15.
16.
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
SS
S
N
TS
STS
Harga
10.
F.
13.
SS
Warna yang ditampilkan suratkabar
Waspada dapat menjadi daya tarik
pembaca
Quiz-quiz yang disajikan dapat menarik
minat pembaca untuk mengikutinya
Informasi berita yang akurat dan up to
date yang ditawarkan oleh suratkabar
Waspada lengkap
Variable Harga
4.
JAWABAN KUESIONER
Sasaran Harian Waspada adalah orang
tua saja
Variabel Kepuasan Pelanggan
17.
18.
19.
suratkabar Waspada membuat
konsumen
merasa
puas
akan
membacanya
Setelah membaca suratkabar Waspada
pelanggan akan merasa puas dan bangga
Harga suratkabar Waspada relatif lebih
rendah dibandingkan dengan harga
Koran lainnya
Kualitas
TABEL6.12 PENGUJIAN VALIDITAS DAN REALIBITAS SKOR KUESIONER (lamp.I)
No.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.
48.
49.
50.
51.
52.
53.
54.
55.
56.
57.
58.
59.
60.
61.
62.
63.
64.
65.
66.
67.
68.
69.
70.
71.
72.
73.
74.
Y
X1
Y17
Y18
Y19
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
4
3
3
5
3
4
2
5
4
4
4
3
4
3
3
2
3
4
4
5
5
5
4
5
2
3
4
3
4
4
5
4
3
3
4
2
5
5
5
4
3
2
2
2
3
2
3
4
5
5
4
3
3
5
3
4
2
5
4
4
4
3
4
3
3
2
3
4
4
5
5
5
4
Total
15
Q
1
4
Q2
4
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
15
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
3
5
2
1
4
3
2
5
5
4
4
2
4
3
3
2
3
2
3
1
2
3
5
5
2
2
5
4
5
5
4
3
5
4
2
1
1
3
3
2
1
2
3
4
3
1
1
3
2
4
3
5
2
1
4
3
2
5
5
4
4
2
4
3
3
2
3
2
3
1
2
3
5
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
4
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
X2
Q3
Q4
Q3
5
Tot
al
17
4
5
4
1
1
2
4
2
2
2
3
3
2
3
2
1
2
2
2
3
3
3
3
3
4
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
5
4
1
1
2
4
2
2
2
3
3
2
3
2
1
2
2
2
3
3
3
3
3
4
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
17
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
5
5
5
4
5
5
5
3
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
4
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
5
5
5
4
5
5
5
5
3
3
5
3
4
2
5
3
4
4
3
4
3
3
2
4
5
5
5
4
5
4
5
2
3
4
4
5
4
5
4
5
3
5
2
5
5
5
4
3
2
2
2
3
2
3
4
5
5
5
3
3
5
3
4
2
5
3
4
4
3
4
3
3
2
4
5
5
5
4
5
4
Q6
X3
Q7
Total
9
Q
5
5
4
3
10
7
8
10
7
7
6
10
8
9
9
7
9
8
7
6
9
10
10
9
9
10
9
8
7
6
9
8
10
9
10
9
10
8
10
7
9
10
9
8
6
5
6
7
8
6
8
9
10
9
10
7
8
10
7
7
6
10
8
9
9
7
9
8
7
6
9
10
10
9
9
10
9
4
5
5
2
4
2
2
2
4
4
2
3
2
2
2
2
2
3
3
4
5
3
4
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
5
4
5
5
2
4
2
2
2
4
4
2
3
2
2
2
2
2
3
3
4
5
3
4
4
3
2
2
2
2
2
1
1
2
2
3
2
3
1
1
2
3
2
2
3
3
3
3
2
2
3
4
3
3
3
1
4
2
2
2
4
4
2
2
2
2
1
2
2
2
3
2
2
4
4
3
2
2
2
2
2
1
1
2
2
3
2
3
1
1
2
3
2
2
3
3
3
4
3
2
5
2
3
2
5
5
5
4
3
5
5
4
4
5
5
5
4
5
4
3
3
5
3
4
4
4
5
5
5
5
5
5
5
4
5
4
4
3
2
3
5
5
4
3
5
5
3
4
3
2
5
2
3
2
5
5
5
4
3
5
5
4
4
5
5
5
4
5
4
3
X4
Q8
Q9
Q10
Total
12
5
4
4
Total
13
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
12
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
5
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
4
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
10
9
11
10
11
12
7
9
11
10
9
10
9
8
9
7
9
10
7
10
12
10
9
11
7
6
10
8
8
9
10
11
10
9
10
9
10
11
10
9
10
6
9
8
10
7
8
8
10
13
10
9
11
10
11
12
7
9
11
10
9
10
9
8
9
7
9
10
7
10
12
10
9
75.
76.
77.
78.
79.
80.
81.
82.
83.
84.
85.
86.
87.
88.
89.
90.
91.
92.
93.
94.
95.
96.
97.
98.
99.
100.
101.
102.
103.
104.
105.
106.
107.
108.
109.
110.
111.
112.
113.
114.
115.
116.
117.
118.
119.
120.
121.
122.
123.
124.
125.
126.
127.
128.
129.
130
131.
132.
133.
134.
135.
136.
137.
138.
139.
140
141.
142.
143.
144.
145.
146.
147.
148.
149
150.
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
25
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
2
3
4
3
4
4
5
4
3
3
4
2
5
5
5
4
3
2
2
2
3
2
3
4
5
5
4
3
3
5
3
4
2
5
4
4
4
3
4
3
3
2
3
4
4
5
5
5
4
5
2
3
4
3
4
4
5
4
3
3
4
2
5
5
5
4
3
2
2
2
3
2
3
4
5
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
15
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
5
2
2
5
4
5
5
4
3
5
4
2
1
1
3
3
2
1
2
3
4
3
1
1
3
2
4
3
5
2
1
4
3
2
5
5
4
4
2
4
3
3
2
3
2
3
1
2
3
5
5
2
2
5
4
5
5
4
3
5
4
2
1
1
3
3
2
1
2
3
4
3
1
1
3
2
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
4
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
5
4
1
1
2
4
2
2
2
3
3
2
3
2
1
2
2
2
3
3
3
3
3
4
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
17
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
3
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
4
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
5
5
5
4
5
5
5
3
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
2
3
4
4
5
4
5
4
5
3
5
2
5
5
5
4
3
2
2
2
3
2
3
4
5
5
5
3
3
5
3
4
2
5
3
4
4
3
4
3
3
2
4
5
5
5
4
5
4
5
2
3
4
4
5
4
5
4
5
3
5
2
5
5
5
4
3
2
2
2
3
2
3
4
5
8
7
6
9
8
10
9
12
9
10
8
10
7
9
10
9
8
6
5
6
7
8
6
8
9
10
9
10
7
8
10
7
7
6
10
8
9
9
7
9
8
7
6
9
10
10
9
9
10
9
8
7
6
9
8
10
9
12
9
10
8
10
7
9
10
9
8
6
5
6
7
8
6
8
9
10
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
5
4
5
5
2
4
2
2
2
4
4
2
3
2
2
2
2
2
3
3
4
5
3
4
5
2
2
4
3
4
5
5
2
4
1
5
2
2
3
2
2
2
2
2
2
3
2
2
2
2
3
2
2
3
4
3
3
3
1
4
2
2
2
4
4
2
2
2
2
1
2
2
2
3
2
2
4
4
3
2
2
2
2
2
1
1
2
2
3
2
3
1
1
2
3
2
2
3
3
3
3
2
2
3
4
3
3
3
1
4
2
2
2
4
4
2
2
2
2
1
2
2
2
3
2
2
3
5
3
4
4
4
5
5
5
5
5
5
5
4
5
4
4
3
2
3
5
5
4
3
5
5
3
4
3
2
5
2
3
2
5
5
5
4
3
5
5
4
4
5
5
5
4
5
4
3
3
5
3
4
4
4
5
5
5
5
5
5
5
4
5
4
4
3
2
3
5
5
4
3
5
5
TABEL6.13. PENGUJIAN VALIDITAS DAN REALIBITAS SKOR KUESIONER (lampir.III)
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
12
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
5
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
4
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
11
7
6
10
8
8
9
10
11
10
9
10
9
10
11
10
9
10
6
9
8
10
7
8
8
10
13
10
9
11
10
11
12
7
9
11
10
9
10
9
8
9
7
9
10
7
10
12
10
9
11
7
6
10
8
8
9
10
11
10
9
10
9
10
11
10
9
10
6
9
8
10
7
8
8
10
No.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.
48.
49.
50.
51.
52.
53.
54.
55.
56.
57.
58.
59.
60.
61.
62.
63.
64.
65.
66.
67.
X5
X6
X7
Q11
5
Q12
5
Total
15
Q13
4
Q14
17
Total
12
Q15
5
Q16
4
Total
4
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
15
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
4
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
17
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
12
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
5
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
4
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
68.
69.
70.
71.
72.
73.
74.
75.
76.
77.
78.
79.
80.
81.
82.
83.
84.
85.
86.
87.
88.
89.
90.
91.
92.
93.
94.
95.
96.
97.
98.
99.
100.
101.
102.
103.
104.
105.
106.
107.
108.
109.
110.
111.
112.
113.
114.
115.
116.
117.
118.
119.
120.
121.
122.
123.
124.
125.
126.
127.
128.
129.
130
131.
132.
133.
134.
135.
136.
137.
138.
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
5
4
4
3
3
4
5
5
4
5
5
5
5
5
4
5
5
4
3
4
5
5
5
4
4
5
5
4
4
4
5
4
4
5
5
5
4
5
3
5
4
5
5
5
5
5
5
5
5
4
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
4
3
3
3
2
2
2
4
3
2
2
3
5
4
4
2
2
3
2
2
2
4
5
3
3
3
3
2
2
3
3
3
4
5
3
3
5
2
2
3
3
4
5
5
4
4
3
4
3
3
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
14
12
11
9
7
8
10
12
9
10
11
13
15
13
11
10
12
10
9
8
12
13
14
11
10
12
11
9
8
10
12
11
13
15
13
12
14
9
8
12
10
13
14
15
13
12
11
13
10
12
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
2
2
2
1
3
1
3
2
2
1
2
1
4
3
2
2
3
1
4
4
1
2
3
2
3
2
2
2
2
2
2
2
3
3
3
5
5
5
1
5
3
5
5
5
3
5
5
2
2
3
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
12
9
8
6
9
7
11
10
7
8
9
7
17
15
10
7
8
11
10
10
9
11
12
10
11
10
9
8
7
9
10
10
9
10
12
17
19
11
7
17
14
17
18
17
9
18
12
11
9
10
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
12
8
8
7
6
6
9
10
8
8
9
9
12
12
11
9
9
8
7
6
8
10
11
8
9
9
10
7
7
9
11
10
10
13
10
10
11
9
7
11
11
11
13
13
8
13
8
12
9
10
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
5
4
3
3
2
3
4
5
4
3
4
5
5
4
3
5
4
4
5
3
3
5
4
3
4
3
2
4
4
5
5
3
4
5
4
3
4
3
3
4
4
4
5
3
5
4
3
4
5
4
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
4
3
3
4
3
3
2
3
2
3
2
3
4
3
3
4
4
4
4
2
3
3
3
2
4
3
2
2
1
2
3
2
5
4
4
3
4
2
2
3
3
2
2
3
3
3
4
4
3
5
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
2
3
3
3
1
3
2
2
1
2
2
2
4
3
3
2
2
3
3
2
3
3
3
4
2
3
4
3
2
2
2
2
1
3
2
3
3
2
1
3
1
2
2
4
3
3
2
2
1
1
140
141.
142.
143.
144.
145.
146.
147.
148.
149
150.
4
4
3
3
4
5
5
4
5
5
25
3
3
3
2
2
2
4
3
2
2
3
12
11
9
7
8
10
12
9
10
11
13
2
2
1
3
1
3
2
2
1
2
1
9
8
6
9
7
11
10
7
8
9
7
8
8
7
6
6
9
10
8
8
9
9
4
3
3
2
3
4
5
4
3
4
5
3
3
4
3
3
2
3
2
3
2
3
3
3
3
1
3
2
2
1
2
2
2
LAMPIRAN IV
VALIDITAS
Item-Total Statistics Produk
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Alpha if Item
Total Correlation
Deleted
ITEM 1
18.7500
36.026
.582
.765
ITEM 2
19.4122
39.373
.565
.785
ITEM 3
19.0878
36.026
.725
.746
.
Item-Total Statistics Harga
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Total Correlation
Alpha if Item
Deleted
ITEM 4
12.0811
6.102
.478
.912
ITEM 5
12.8041
3.846
.731
.653
Item-Total Statistics distribusi
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Total Correlation
Alpha if Item
Deleted
ITEM 6
18.8919
14.873
.488
.720
ITEM 7
20.4122
12.040
.535
.682
ITEM 8
21.0000
13.959
.499
.706
Item-Total Statistics Promosi
Cronbach's
Scale Mean if
Scale Variance if Corrected Item-
Item Deleted
Item Deleted
Total Correlation
Alpha if Item
Deleted
ITEM 9
18.6486
9.155
.654
.684
ITEM 10
19.2703
7.301
.442
.566
.
Item-Total Statistics proses
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Total Correlation
Cronbach's
Alpha if Item
Deleted
ITEM 11
2.68
1.226
.598
.
a
ITEM 12
11.32
4.045
.545
.
a
Item-Total Statistics Orang
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected Item- Squared Multiple
Item Deleted
Total Correlation
Correlation
Alpha if Item
Deleted
ITEM 13
3.03
1.710
.426
.070
.
a
ITEM 14
11.32
4.045
.562
.070
.
a
Item-Total Statistics layanan pelanggan
Cronbach's
Scale Mean if
Scale Variance if Corrected Item- Squared Multiple
Item Deleted
Item Deleted
Total Correlation
Correlation
Alpha if Item
Deleted
ITEM 15
2.68
1.226
.598
.357
.
a
ITEM 16
11.32
4.045
.613
.435
.
a
Item-Total Statistics Kepuasan Pelanggan
Cronbach's
Scale Mean if
Item Deleted
Scale Variance if Corrected ItemItem Deleted
Alpha if Item
Total Correlation
Deleted
ITEM 17
18.1081
13.634
.504
.833
ITEM 18
11.2905
4.153
.998
.634
ITEM 19
18.9730
10.720
.703
.739
Correlations Produk
Unstandarzed
Residual
ITEM 4
Spearman's rho
Correlation Coefficient
1.000
Sig. (2-tailed)
.016
ITEM 6
**
.339
**
.377
**
.
.052
.000
.000
150
150
150
150
**
1.000
Sig. (2-tailed)
.052
.
.000
.000
N
150
150
150
150
**
1.000
N
Correlation Coefficient
Correlation Coefficient
.168
.339
**
.431
.431
**
.522
.419
**
**
Sig. (2-tailed)
.000
.000
.
.000
N
150
150
150
150
**
1.000
unstandarzed Correlation Coefficient
Residual
ITEM 5
.377
**
.522
**
.419
Sig. (2-tailed)
.000
.000
.000
.
N
150
150
150
150
Correlation Promosi
ITEM 7
Spearman's rho
Unstandarzed
Residual
ITEM 8
.169
.
.052
.000
N
148
148
148
Correlation Coefficient
.160
1.000
Sig. (2-tailed)
.052
.
.000
N
150
150
150
Sig. (2-tailed)
Correlation Coefficient
.339
**
.431
**
.377
**
1.000
.522
.419
**
**
Sig. (2-tailed)
.000
.000
.000
N
148
148
148
**
1.000
Correlation Coefficient
Residual
Sig. (2-tailed)
.000
.000
.
N
150
150
150
**. Correlation is significant at the 0.01 level (2-tailed).
.377
**
Unstandarzed
.522
Correlation Harga
Unstandarzed
Residual
ITEM 9
Spearman's rho
Correlation Coefficient
ITEM 10
1.000
Sig. (2-tailed)
.016
**
.377
**
.
.052
.000
150
150
150
**
1.000
Sig. (2-tailed)
.052
.
.000
N
150
150
150
N
Correlation Coefficient
Correlation Coefficient
.168
.339
**
.431
**
.522
.419
**
**
Sig. (2-tailed)
.000
.000
.000
N
150
150
150
**
1.000
Correlation Coefficient
Residual
Sig. (2-tailed)
.000
.000
.
N
150
150
150
**. Correlation is significant at the 0.01 level (2-tailed).
.377
**
unstandarzed
.522
Correlation Distribusi
Unstandardized
ITEM 11
Spearman's rho
Correlation
ITEM 12
ITEM10
.399
Residual
**
.380
**
1.000
.120
.
.145
.000
.000
N
150
150
150
150
Correlation
.120
1.000
-.063
Sig. (2-tailed)
.145
.
.449
.000
N
150
150
150
150
**
-.063
1.000
Sig. (2-tailed)
.000
.449
.
.000
N
150
150
150
150
*
-.083
Sig. (2-tailed)
.032
.318
.000
.000
N
150
150
150
150
**
**
**
1.000
Coefficient
Sig. (2-tailed)
.404
**
Coefficient
Correlation
.399
.787
**
Coefficient
Correlation
.176
.496
**
.709
**
Coefficient
unstandardized Correlation
Residual
.380
.404
.787
Coefficient
Sig. (2-tailed)
.000
.000
.000
.
N
150
150
150
150
**. Correlation is significant at the 0.01 level (2-tailed).
Correlation Proses
Unstandardized
ITEM 11
ITEM 7
ITEM 8
ITEM 12
Residual
*
.093
.093
Sig. (2-tailed)
.030
.258
.000
N
150
150
150
*
.093
-.030
Sig. (2-tailed)
.030
.258
.718
N
150
150
150
Pearson Correlation
-.178
Pearson Correlation
-.178
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Correlation Orang
ITEM 13
Pearson Correlation
**
-.009
.000
.912
148
148
148
**
1
-.129
1
Sig. (2-tailed)
N
Pearson Correlation
.513
Sig. (2-tailed)
.000
N
150
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Unstandardized
Residual
ITEM 14
.513
.118
150
150
Correlation Layanan konsumen
ITEM 15
Spearman's rho
Correlation Coefficient
Unstandardized
Residual
ITEM 16
.169
.
.052
.000
150
150
150
**
1.000
Sig. (2-tailed)
.052
.
.000
N
150
150
150
Sig. (2-tailed)
N
Correlation Coefficient
.168
.339
**
1.000
.431
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed)
Correlation Kepuasan pelanggan
Unstandardized
ITEM 17
Pearson Correlation
ITEM 18
1
Sig. (2-tailed)
N
Pearson Correlation
ITEM 19
.293
**
.200
*
.000
150
150
150
150
**
1
.293
N
150
*
.875
**
150
150
150
**
1
Sig. (2-tailed)
.015
.000
N
150
150
**
**
.000
.200
.237
.637
.000
Pearson Correlation
.637
.875
**
.229
**
.005
150
150
**
1
.229
Sig. (2-tailed)
.004
.000
.005
N
150
150
150
*. Correlation is significant at the 0.05 level (2-tailed).
**
.015
.000
**. Correlation is significant at the 0.01 level (2-tailed).
.237
.000
Sig. (2-tailed)
Pearson Correlation
Residual
150
**
LAMPIRAN V
REABILITAS
Scale:
Case Processing Summary Kepuasan
N
Cases
Valid
a
Excluded
Total
%
149
99.3
1
150
.7
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.808
3
Case Processing Summary Produk
N
Cases
Valid
a
Excluded
Total
%
149
99.3
1
150
.7
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.795
4
Case Processing Summary Harga
N
Cases
Valid
a
Excluded
Total
%
150
100.0
0
150
.0
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
.805
N of Items
2
Case Processing Summary Distribusi
N
Cases
Valid
a
Excluded
Total
a.
%
150
100.0
0
150
.0
100.0
Listwise deletion based on all variables
in the procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.740
3
Case Processing Summary Promosi
N
Cases
Valid
a
Excluded
Total
%
150
100.0
0
150
.0
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.637
3
Case Processing Summary orang
N
Cases
Valid
a
Excluded
Total
a.
%
150
80.2
37
19.8
187
100.0
Listwise deletion based on all variables
in the procedure.
Reliability Statistics
Cronbach's
Alpha
.671
N of Items
2
Case Processing Summary proses
N
Cases
Valid
a
Excluded
Total
%
150
80.2
37
19.8
187
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.390
2
Case Processing Summary layanan
N
Cases
Valid
a
Excluded
Total
%
150
80.2
37
19.8
187
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
.389
Cronbach's
Alpha Based on
Standardized
Items
.418
N of Items
2
LAMPIRAN VI
Frequency Table
Pertanyaan 1
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
N
S
SS
Total
36
39
27
27
150
24.0
26.0
18.0
18.0
100.0
24.0
26.0
18.0
18.0
100.0
38.0
64.0
82.0
100.0
Pertanyaan 2
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
N
S
SS
Total
57
36
9
27
150
38.0
24.0
6.0
18.0
100.0
38.0
24.0
6.0
18.0
100.0
52.0
76.0
82.0
100.0
Pertanyaan 3
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
12
8.0
8.0
8.0
TS
N
S
SS
Total
72
33
18
15
150
48.0
22.0
12.0
10.0
100.0
48.0
22.0
12.0
10.0
100.0
56.0
78.0
90.0
100.0
Pertanyaan 4
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
N
S
SS
Total
78
30
18
3
150
52.0
20.0
12.0
2.0
100.0
52.0
20.0
12.0
2.0
100.0
66.0
86.0
98.0
100.0
Pertanyaan 5
Frequency
Valid
N
S
SS
Total
Percent
Valid Percent
Cumulative
Percent
15
10.0
10.0
10.0
45
90
150
30.0
60.0
100.0
30.0
60.0
100.0
40.0
100.0
Pertanyaan 6
Frequency
Valid
TS
N
S
SS
Total
Percent
Valid Percent
Cumulative
Percent
24
16.0
16.0
16.0
36
39
51
150
24.0
26.0
34.0
100.0
24.0
26.0
34.0
100.0
40.0
66.0
100.0
Pertanyaan 7
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
3
2.0
2.0
2.0
TS
N
S
SS
Total
75
21
27
24
150
50.0
14.0
18.0
16.0
100.0
50.0
14.0
18.0
16.0
100.0
52.0
66.0
84.0
100.0
Pertanyaan 8
Valid
Frequency
Percent
Valid Percent
Cumulative
Percent
TS
18
12.0
12.0
12.0
N
S
SS
Total
75
39
18
150
50.0
26.0
12.0
100.0
50.0
26.0
12.0
100.0
62.0
88.0
100.0
Pertanyaan 9
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
TS
12
8.0
8.0
8.0
N
S
SS
Total
30
39
69
150
20.0
26.0
46.0
100.0
20.0
26.0
46.0
100.0
28.0
54.0
100.0
Pertanyaan 10
Valid
Frequency
Percent
Valid Percent
Cumulative
Percent
TS
6
4.0
4.0
4.0
N
S
SS
Total
45
60
39
150
30.0
40.0
26.0
100.0
30.0
40.0
26.0
100.0
34.0
74.0
100.0
Pertanyaan 11
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
3
2.0
2.0
2.0
TS
N
S
SS
39
63
39
6
26.0
42.0
26.0
4.0
26.0
42.0
26.0
4.0
28.0
70.0
96.0
100.0
Pertanyaan 12
Valid
Frequency
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
N
S
SS
Total
60
57
12
21
150
40.0
38.0
8.0
14,0
100,0
40.0
38.0
8.0
14,0
100,0
54.0
92.0
100.0
Pertanyaann 13
Valid
Frequency
Percent
Valid Percent
Cumulative
Percent
N
12
8.0
8.0
8.0
S
SS
Total
51
87
150
34.0
58.0
100.0
34.0
58.0
100.0
42.0
100.0
Pertanyaan 14
Frequency
Percent
Valid Percent
Cumulative
Percent
TS
42
28.0
28.0
28.0
N
S
SS
Total
60
30
18
150
40.0
20.0
12.0
100.0
40.0
20.0
12.0
100.0
68.0
88.0
100.0
Valid
Pertanyaan 15
Frequency
Percent
Valid Percent
Cumulative
Percent
TS
24
16.0
16.0
16.0
N
S
SS
Total
42
48
36
150
28.0
32.0
24.0
100.0
28.0
32.0
24.0
100.0
44.0
76.0
100.0
Valid
Pertanyaan 16
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
TS
42
28.0
28.0
28.0
N
60
40.0
40.0
68.0
S
30
20.0
20.0
88.0
SS
18
12.0
12.0
100.0
150
100.0
100.0
Total
Pertanyaan 17
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
TS
24
16.0
16.0
16.0
N
42
28.0
28.0
44.0
S
48
32.0
32.0
76.0
SS
36
24.0
24.0
100.0
150
100.0
100.0
Total
Pertanyaan 18
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
12
8.0
8.0
8.0
TS
72
48.0
48.0
56.0
N
33
22.0
22.0
78.0
S
18
12.0
12.0
90.0
SS
15
10.0
10.0
100.0
Pertanyaan 18
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
12
8.0
8.0
8.0
TS
72
48.0
48.0
56.0
N
33
22.0
22.0
78.0
S
18
12.0
12.0
90.0
100.0
SS
Total
15
10.0
10.0
150
100.0
100.0
Pertanyaan 19
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
STS
21
14.0
14.0
14.0
TS
78
52.0
52.0
66.0
N
30
20.0
20.0
86.0
S
18
12.0
12.0
98.0
3
2.0
2.0
100.0
150
100.0
100.0
SS
Total
LAMPIRAN VII
Regression
Variables Entered/RemovedVariables
Model
1
Variables
Removed
Variables Entered
LAYANAN
KONSUMEN ,
DISTRIBUSI,
PROMOSI,
HARGA, PRODUK
PROSES,ORANG
.
Method
Enter
a All requested variables entered.
b Dependent Variable: KEPUASAN
b
ANOVA
Model
1
Sum of Squares
Df
Mean Square
Regression
19642.27
7
2806.039
Residual
Total
12.72178
19655
142
149
0.08959
2806.039
F
Sig.
313.208
.012
a
a. Predictors: (Constant), Produk, Harga,Distribusi, Promosi,Proses, orang,layanan pelanggan
b.
Dependent Variable: Kepuasan
b
Model Summary
Model
R
1
.999
R Square
Adjusted R Square
Std. Error of the
Estimate
.935
.992
.0299
a
a. Predictors: (Constant), Produk, Harga,Distribusi, Promosi,Proses, orang,layanan pelanggan
b. Dependent Variable: Kepuasan
Coefficients
Unstandardized Coefficients
Model
B
Std. Error
(Constant)
-.746
.248
Produk
Harga
Distribusi
Promosi
Proses
Orang
Layanan
Konsumen
.691
.612
.758
. 732
.875
-.736
-.031
.017
.027
.055
.001
.002
a. Dependent Variable: kepuasan
.
.056
.034
a
Standardized
Coefficients
Beta
T
-.001
.116
.108
.122
.725
.482
.-.007 .
Sig.
-3.013
.003
.064
2.250
13.561
3.928
29.632
-13.056
.037
.983
.000
.002
.000
.000
.000
. 732
Normal P-P Plot of Regression Standardized Residual
Dependent Variable: KEPUASAN
1.0
Expected Cum Prob
0.8
0.6
0.4
0.2
0.0
0.0
0.2
0.4
0.6
0.8
1.0
Observed Cum Prob
Scatterplot
Dependent Variable: KEPUASAN
16.0
KEPUASAN
14.0
12.0
10.0
8.0
6.0
-3
-2
-1
0
Regression Standardized Predicted Value
1
2
Histogram
Dependent Variable: KEPUASAN
60
Frequency
50
40
30
20
10
Mean = -5.88E-16
Std. Dev. = 0.98
N = 149
0
-4
-2
0
2
4
Regression Standardized Residual
6