Analisis Pengaruh Kualitas Produk Terhadap Kepuasan Nasabah Mandiri Tabungan Pada Mahasiswa Fakultas Ekonomi Universitas Sumatera Utara
LAMPIRAN Lampiran 1. Kuesioner Penelitian
KUESIONER PENELITIAN
Analisis Pengaruh Kualitas Produk Terhadap Kepuasan Nasabah Dalam
Menggunakan Mandiri Tabungan Pada PT.Bank Mandiri Tbk
Bersama ini, saya meminta kesediaan Saudara/i untuk mengisi daftar kuesioner yang diberikan. Informasi yang Saudara/i berikan merupakan bantuan yang sangat berarti bagi saya dalam menyelesaikan penelitian ini . Atas bantuan dan perhatian Saudara/i, saya ucapkan terimakasih.
Nama : Umur : Jenis Kelamin : a. Pria b. Wanita Lama Menjadi Nasabah : a. 6 Bulan b. Di atas 1 Tahun
- – 1 Tahun Penghasilan / Bulan :
a. Rp.500.000,00 - Rp.1000.000,00
b. Rp.1000.000,00 - Rp.1.500.000,00
c. Rp.1.500.000,00 - Rp. 2000.000,00
d. > Rp.2000.000,00 Isilah jawaban berikut sesuai dengan pendapat Saudara/i, dengan cara memberikan tanda ( √) pada kolom yang tersedia.
KETERANGAN
No Pertanyaan Skor
1. Sangat Setuju (SS)
5
2. Setuju (S)
4
3. Kurang Setuju (KS)
3
4. Tidak Setuju (TS)
2
5. Sangat Tidak Setuju (STS)
1 Variabel
- – Variabel Penelitian Kualitas Produk (X) Variabel Performa (X 1. 1 )
No. Atribut SS S KS TS STS
1 Biaya setoran awal pembukaan rekening Mandiri Tabungan relatif ringan.
2 Mandiri Tabungan memiliki tingkat suku bunga lebih besar dibandingkan dengan Bank lainnya.
2. Variabel Keistimewaan (X 2 ) No. Atribut
SS S KS TS STS
1 Menggunakan ATM Bank Mandiri mudah dan tersebar luas dan dapat digunakan di ATM Bersama, ATM LINK, ATM Prima maupun ATM berlogo Visa di seluruh dunia.
2 Mandiri Tabungan menyelenggarakan program undian berhadiah Mandiri Fiesta secara rutin dan memberikan hadiah terbesar
Variabel Kenyamanan (X 3. 3 )
No. Atribut SS S KS TS STS
1 Fasilitas Mandiri SMS, Mandiri Internet dan Mandiri Call menambah kenyamanan anda bertransaksi dimana saja selama 24 jam
2 Ruang Bank Mandiri Nyaman untuk bertransaksi
4. Kemampuan Pelayanan (X )
4 No. Atribut SS S KS TS STS
1 Karyawan Bank Mandiri sopan dalam melayani nasabah Mandiri Tabungan
2 Karyawan Bank Mandiri mempunyai kompetensi dalam melayani nasabah Mandiri Tabungan
5. Kualitas yang dipersepsikan (X )
5 No. Atribut SS S KS TS STS
1 Dengan menggunakan Mandiri Tabungan dapat meningkatkan harga diri karena mempunyai kualitas produk yang baik
Kepuasan Nasabah (Y)
No. Atribut SS S KS TS STS
1 Saya mendapatkan produk Mandiri Tabungan sesuai dengan keinginan dan kebutuhan
2 Saya mendapatkan produk Mandiri Tabungan melampaui dengan harapan saya
Lampiran 2. Tabulasi Data No
4
5
5
5
5
4
4
29
5
4
4
5
4
4
4
4
3
4
5
5
4
3
3
4
5
4
5
5
5
28
4
4
4
4
27
4
4
4
32
5
5
5
3
5
5
5
3
4
4
4
31
5
4
5
5
30
4
4
5
4
5
4
4
4
4
4
5
4
5
4
23
4
24
5
4
4
4
4
4
3
4
4
5
4
4
4
4
4
5
5
4
22
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
5
4
4
4
4
4
4
4
4
26
5
5
3
5
4
4
4
4
4
5
5
4
25
5
4
4
4
4
4
4
4
4
3
4
3
4
4
40
5
5
5
4
5
5
5
5
5
4
4
3
4
5
38
4
4
4
4
4
39
4
4
5
5
5
5
5
3
5
4
5
5
4
4
5
5
4
4
4
4
4
4
42
5
4
5
4
5
5
5
5
5
41
4
4
4
4
4
4
5
4
5
5
4
4
5
4
4
5
5
4
5
4
4
4
4
34
4
4
4
35
33
4
4
4
4
4
4
4
4
3
5
5
4
4
4
5
4
5
4
5
4
5
4
4
4
4
37
4
4
5
4
4
4
4
4
3
4
4
4
4
4
4
3
5
4
4
36
3
4
5
5
X 1 X 2 X 3 X 4 X 5 Y
1
5
4
4
4
4
4
4
4
4
4
4
4
7
5
5
5
8
6
4
4
4
4
5
4
4
4
4
4
4
5
5
4
4
4
4
5
4
4
4
3
4
4
4
10
5
5
4
4
4
4
5
4
4
4
4
4
4
4
4
4
5
4
4
9
4
4
5
4
4
4
5
5
4
5
4
4
4
2
5
5
5
4
4
4
5
3
4
2
2
1
2
1
2
1
1
3
2
1
2
1
5
4
4
4
4
5
4
4
5
5
5
5
4
4
4
5
5
5
5
5
4
4
4
4
5
3
4
4
4
5
5
5
4
4
4
4
5
4
4
4
4
4
3
3
4
4
4
4
4
4
18
5
5
5
5
4
4
4
4
4
4
4
4
4
4
4
17
4
4
4
4
4
3
4
3
4
4
5
4
4
4
21
4
4
5
4
4
4
4
4
4
19
3
4
3
3
3
3
3
3
4
4
4
3
4
20
4
3
4
4
5
5
3
3
13
4
5
4
5
4
4
5
4
5
5
4
3
4
4
11
4
4
4
4
4
12
4
4
4
4
5
5
4
3
4
4
15
4
4
4
4
4
4
4
4
4
4
4
4
16
5
5
4
4
3
5
4
4
4
14
4
5
4
5
4
4
4
4
3
43
5
76
3
4
3
3
4
4
4
3
4
4
5
4
77
4
4
4
5
3
75
3
4
4
4
5
5
5
4
5
4
4
4
4
4
4
3
3
4
4
4
4
4
4
4
4
4
5
3
79
4
5
80
4
4
4
4
4
4
4
3
4
4
4
4
5
4
78
4
4
4
3
5
5
5
4
4
4
3
4
4
4
3
4
4
70
4
5
4
4
3
4
4
5
4
4
5
4
3
4
5
3
4
4
4
4
3
3
3
4
4
4
69
4
4
3
3
4
71
5
4
4
4
73
4
4
4
4
4
4
4
4
4
4
4
4
74
4
4
4
4
5
4
3
3
5
5
3
3
5
4
72
4
4
4
4
3
3
4
4
4
4
4
5
5
4
4
5
5
89
4
3
4
4
4
4
5
4
4
4
4
5
4
87
4
5
4
4
4
4
4
5
4
4
5
5
88
5
4
5
4
4
4
4
4
4
4
92
4
4
4
4
4
4
4
4
4
3
4
4
4
90
5
4
4
4
4
4
4
5
4
4
3
4
4
91
5
5
4
4
5
4
4
5
4
5
5
4
4
4
4
5
4
83
4
4
3
4
4
4
4
4
4
4
4
4
3
4
81
3
3
4
82
5
5
3
5
5
5
5
4
4
4
4
86
5
5
5
4
4
5
5
4
4
4
4
4
4
4
4
5
5
4
4
3
4
4
84
3
3
3
4
4
4
4
3
3
3
3
4
85
4
3
68
4
5
5
51
4
4
5
4
4
4
4
5
4
4
5
4
52
4
5
5
4
4
5
5
5
5
5
4
4
50
5
4
4
3
3
5
5
5
4
4
4
5
4
4
3
3
4
4
4
4
4
4
5
4
55
4
4
4
54
4
4
53
5
4
4
4
4
4
4
3
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
45
5
5
4
4
4
3
3
3
4
4
4
4
4
46
5
4
5
4
4
4
5
5
5
4
4
4
44
4
4
4
4
4
4
4
4
4
4
48
4
4
5
3
4
4
4
4
4
4
4
4
49
4
4
5
4
4
4
3
3
5
5
4
4
4
4
47
4
4
3
4
4
4
4
4
5
64
4
4
4
4
4
4
5
5
4
5
4
4
3
3
5
5
4
4
4
4
4
62
5
4
5
4
4
4
4
4
4
4
5
4
63
5
4
5
4
5
4
4
4
4
4
5
5
5
4
3
3
4
4
4
4
5
4
4
5
4
65
4
4
4
4
3
3
4
4
4
4
4
4
66
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
4
58
3
3
4
4
3
5
57
4
4
4
4
4
4
4
56
4
4
5
5
4
4
5
5
4
4
5
4
4
4
5
4
4
4
4
4
4
5
61
5
4
4
4
4
4
4
4
5
4
4
3
4
4
4
59
4
4
4
4
4
4
4
4
4
4
4
4
60
4
93
4
4
4
4
4
4
3
3
4
4
4
98
99
5
5
4
4
4
4
3
4
5
5
4
5
4
5
4
3
5
4
5
4
3
4
4
4
100
4
4
5
5
4
4
5
4
4
4
5
4
97
3
94
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
5
3
3
4
4
3
4
95
4
4
4
4
4
4
4
4
4
3
4
4
96
4
4
4
4
3
5
5
4
4
4
4
4
5
Lampiran 3. Deskriptif Statistik Descriptive Statistics
3
100
3
5 4.14 0.56889 Kualitas_1
100
3
5 4.12 0.49808 Kualitas_2
100
5 4.11 0.56667 Kepuasan_Pelanggan_1
3
100
3
5 4.39 0.56667 Kepuasan_Pelanggan_2
100
4
5 4.4 0.49237 Valid N (listwise)
100
5 4.19 0.52599 Pelayanan_2
N Minimum Maximum Mean Std.
Deviation Performa_1
3
100
3
5 4.02 0.47098 Performa_2
100
3
5 4.03 0.45958 Keistimewaan_1
100
5 4.08 0.56282 Keistimewaan_2
5 4.02 0.58569 Pelayanan_1
100
3
5 4.02 0.53144 Kenyamanan_1
100
3
5 3.97 0.57656 Kenyamanan_2
100
3
100
Lampiran 4. Uji Reliabilitas dan Validitas 30 Responden Reliability Scale: PERFORMA Case Processing Summary
N % Cases Valid 30 100.0
a
Excluded .0 Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .663
2 Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Item
a
Performa_1 4.0333 0.171 0.512 .
a
Performa_2 4.0333 0.102 0.512 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: KENYAMANAN Case Processing Summary
N % Cases Valid 30 100.0
a
Excluded .0 Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .921
2 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha
Deleted Item Deleted Total Correlation if Item Deleted
a Kenyamanan_1 4.1333 .395 .861 . a Kenyamanan_2 4.1000 .300 .861 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: KEISTIMEWAAN Case Processing Summary
N % Cases Valid 30 100.0
a
Excluded .0 Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .768
2 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha
Deleted Item Deleted Total Correlation if Item Deleted
a Keistimewaan_1 4.1000 .369 .623 . a Keistimewaan_2 4.1667 .351 .623 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: PELAYANAN Case Processing Summary
N % Cases Valid 30 100.0
a
Excluded .0 Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .889
2 Item-Total Statistics Scale Mean Scale Corrected Cronbach's if Item Variance if Item-Total Alpha if Item
Deleted Item Deleted Correlation Deleted
a
Pelayanan_1
a
Pelayanan_2 3.9333 0.133 0.812 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: KUALITAS Case Processing Summary
N % Cases Valid 30 100.0
a
Excluded .0 Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .674
2 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha
Deleted Item Deleted Total Correlation if Item Deleted
a Kualitas_1 4.2667 .271 .511 . a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: KEPUASAN NASABAH Case Processing Summary
N % Cases Valid 30 100.0
a
Excluded .0 Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .697
2 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha
Deleted Item Deleted Total Correlation if Item Deleted
a Kepuasan_Pelanggan_1 4.5333 .257 .539 . a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Lampiran 5. Uji Reliabilitas dan Validitas 100 Responden Reliability Scale: PERFORMA Case Processing Summary
N % Cases Valid 100 100.0
a
Excluded .0 Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .676
2 Item-Total Statistics Scale Scale Cronbach's
Mean if Variance if Corrected Alpha if Item Item Item-Total Item
Deleted Deleted Correlation Deleted Performa_1
a 4.03 0.211 0.511 .
Performa_2
a 4.02 0.222 0.511 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Scale: KENYAMANAN Case Processing Summary
N % Cases Valid 100 100.0
a
Excluded .0 Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .857
2 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha
Deleted Item Deleted Total Correlation if Item Deleted
a Kenyamanan_1 4.0200 .343 .750 . a Kenyamanan_2 3.9700 .332 .750 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: KEISTIMEWAAN Case Processing Summary
N % Cases Valid 100 100.0
a
Excluded .0 Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .667
2 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha
Deleted Item Deleted Total Correlation if Item Deleted
a Keistimewaan_1 4.0200 .282 .501 . a
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: PELAYANAN Case Processing Summary
N % Cases Valid 100 100.0
a
Excluded .0 Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .789
2 Item-Total Statistics Scale Scale Cronbach's
Mean if Variance if Corrected Alpha if Item Item Item-Total Item
Deleted Deleted Correlation Deleted Pelayanan_1
a 4.14 0.324 0.653 .
Pelayanan_2
a 4.19 0.277 0.653 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: KUALITAS Case Processing Summary
N % Cases Valid 100 100.0
a
Excluded .0 Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .654
2 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha
Deleted Item Deleted Total Correlation if Item Deleted
a Kualitas_1 4.1100 .321 .490 . a Kualitas_2 4.1200 .248 .490 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Reliability Scale: KEPUASAN NASABAH Case Processing Summary
N % Cases Valid 100 100.0
a
Excluded .0 Total 100 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .711
2 Item-Total Statistics Scale Mean if Item Scale Variance if Corrected Item- Cronbach's Alpha
Deleted Item Deleted Total Correlation if Item Deleted
a Kepuasan_Pelanggan_1 4.4000 .242 .558 . a Kepuasan_Pelanggan_2 4.3900 .321 .558 .
a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings.
Lampiran 6. Regresi Regression Descriptive Statistics
Mean Std. Deviation N Kepuasan_Pelanggan 8.79 0.93523 100 Performa 8.05 0.80873 100 Keistimewaan 8.1 0.94815 100 Kenyamanan 7.99 1.08707 100 Pelayanan 8.33 0.99549 100 Kualitas 8.23 0.91954 100
Correlations
kepuasan nasabah Performa Keistimewaan Kenyamanan Pelayanan Kualitas Pearson Kepuasan_Pelanggan
1 0.39 0.275 0.226 0.348 0.268 Correlation
Performa 0.348 0.167 0.191 -0.057 1 0.012
Keistimewaan 0.275 -0.025 1 0.001 0.191 0.217
Kenyamanan 0.226 0.087 0.001 1 -0.057 0.174
Pelayanan
0.39 1 -0.025 0.087 0.167 0.038 Kualitas
0.268 0.038 0.217 0.174 0.012
1 Sig. (1- Kepuasan_Pelanggan . 0.003 0.012 0.003 tailed)
Performa 0.048 0.028 0.287 . 0.455
Keistimewaan 0.003 0.404 . 0.496 0.028 0.015
Kenyamanan 0.012 0.194 0.496 . 0.287 0.042
Pelayanan . 0.404 0.194 0.048 0.355
Kualitas 0.003 0.355 0.015 0.042 0.455 . N Kepuasan_Pelanggan 100 100 100 100 100 100
Performa 100 100 100 100 100 100 Keistimewaan 100 100 100 100 100 100 Kenyamanan 100 100 100 100 100 100 Pelayanan 100 100 100 100 100 100 Kualitas 100 100 100 100 100 100
b Variables Entered/Removed
Variables Variables Model Entered Removed Method
1 Kualitas, Pelayanan, Performa, Kenyamanan,
a
Keistimewaan . Enter a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
b
Model SummaryChange Statistics Std. Adjusted Error of R
R R the Square F Sig. F Model R Square Square Estimate Change Change df1 df2 Change
a
1 .602 0.362 0.328 0.76666 0.362 10.664
5
94
a. Predictors: (Constant), Kualitas, Pelayanan, Performa, Kenyamanan, Keistimewaan
b. Dependent Variable: Kepuasan_Pelanggan
b ANOVA
Sum of Mean Model Squares df Square F Sig.
1 Regression
a
31.339 5 6.268 10.664 .000 Residual
55.251 94 0.588 Total
86.59
99
a. Predictors: (Constant), Kualitas, Pelayanan, Performa, Kenyamanan, Keistimewaan
b. Dependent Variable: Kepuasan_Pelanggan
Coefficients
Unstandardized Standardized Collinearity Coefficients Coefficients Correlations Statistics
Std. Zero- Model B Error Beta t Sig. order Partial Part Tolerance
VIF 1 (Constant) 0.527 1.302 0.405 0.686
Performa 0.306 0.099 0.264 3.091 0.003 0.348 0.304 0.255 0.928
1.08 Keistimewaan 0.19 0.085 0.193 2.239 0.028 0.275 0.225 0.184 0.913
1.1 Kenyamanan 0.156 0.072 0.182 2.156 0.034 0.226 0.217 0.178 0.957
1.05 Pelayanan 0.308 0.079 0.328 3.894 0.39 0.373 0.321 0.958
1.04 Kualitas 0.182 0.087 0.179 2.089 0.039 0.268 0.211 0.172 0.921
1.09
- 0.033 -0.182 1 -0.092 0.066
- 0.173 0.069 -0.092 1 0.021
- 0.221 -0.2 0.066 0.021
- 0.001 0.006 Kenyamanan -0.001 0.005
- 0.002 -0.002 0.007
- 1.78469 1.51624 0.74705 100 Std. Predicted Value -3.212
- 2.328 1.978 0.974 100
2.33 1 100 Std. Residual
Residual
Deviation N 6.9829 10.1007 8.79 0.56264 100
Minimum Maximum Mean Std.
Residuals Statistics a
a. Dependent Variable: Kepuasan_Pelanggan
Keistimewaan
Performa
Pelayanan 0.01 -0.001 -0.002
1 Covariances Kualitas 0.008 -0.001 -0.002
Keistimewaan
Kenyamanan
0.027 1 -0.182 0.069 -0.2 Performa
1 Correlations Kualitas 1 0.027 -0.033 -0.173 -0.221 Pelayanan
Model Kualitas Pelayanan Performa Kenyamanan Keistimewaan
Coefficient Correlations
aa. Dependent Variable: Kepuasan_Pelanggan
a. Dependent Variable: Kepuasan_Pelanggan
Lampiran 7. N-Par Test One-Sample Kolmogorov-Smirnov Test
Kepuasan Performa Keistimewaan Kenyamanan Pelayanan Kualitas nasabah
N 100 100 100 100 100 100 Normal Mean a
8.05
8.1
7.99
8.33
8.23
8.79 Parameters Std. Deviation
0. 80873 0.94815 1.08707 0.99549 0.91954 0.93523 Most Absolute
0.355 0.308 0.306 0.33 0.329 0.281 Extreme
Positive Differences
0.355 0.302 0.306 0.33 0.329 0.281 Negative
- 0.355 -0.308 -0.304 -0.27 -0.291 -0.212 Kolmogorov- Smirnov Z
3.554 3.08 3.063 3.299 3.288 2.809 Asymp. Sig. (2-tailed)
a. Test distribution is Normal.
Lampiran 8. Grafik