II. Petunjuk Pengisian - Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada Hotel Santika Premiere Dyandra Medan
Lampiran 1 Kuesioner Penelitian No :
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PT. HOTEL SANTIKA PREMIERE DYANDRA MEDAN I.
Identitas Responden Nama : .........................................................
Jenis Kelamin : ......................................................... Umur : ......................................................... Pekerjaan : ..........................................................
II. Petunjuk Pengisian
Berilah tanda checklist ( √) sesuai dengan pilihan jawaban yang ada pada kolom isian yang tersedia. Penelitian dapat dilakukan berdasarkan skala berikut ini : SS = Sangat Setuju S = Setuju KS = Kurang Setuju TS = Tidak Setuju STS = Sangat Tidak Setuju Responden yang berusia 17 tahun ke atas dan pernah berkunjung atau menggunakan jasa Hotel Santika Premiere Dyandra sebanyak 2 (dua) kali baik penginapan, convention atau jasa lainnya.
A. Variabel Kualitas Pelayanan ( Service Quality)
No Pertanyaan SS S KS TS STS
A. Bukti Fisik ( Tangible)
1 Hotel Santika Dyandra memiliki interior kamar yang lengkap, nyaman, bersih dan tertata dengan baik
2 Hotel Santika Dyandra memiliki fasilitas lengkap seperti kolam renang, fitness, convention dan Spa serta outlet Food and Beverage.
3 Hotel Santika Dyandra memiliki karyawan berpenampilan rapi, bersih, dan menarik.
4 Brosur Hotel Santika Dyandra memberikan informasi yang jelas.
B. Kehandalan ( Reliability)
1 Karyawan hotel memberikan pelayanan yang maksimal
2 Kemauan dan kejujuran karyawan hotel dalam melayani pelanggan.
Prosedur pengurusan reservasi kamar/event dan
3 transaksi lainnya akurat, cepat dan tepat C. Daya Tanggap ( Responsiveness)
Karyawan hotel tanggap menjawab pertanyaan
1 pelanggan Karyawan hotel menangani masalah atau
2 keluhan yang dialami pelanggan secara tepat.
Karyawan hotel memberikan informasi yang
3 dibutuhkan pelanggan secara tepat Karyawan hotel merespon permintaan pelanggan
4 secara tepat dan cepat D. Jaminan ( Assurance)
Karyawan hotel mampu meyakinkan pelanggan
1 terhadap keamanan hotel Hotel Santika Dyandra mempunyai karyawan 2 yang memiliki kompetensi dan professional dalam melayani pelanggan Karyawan hotel memberikan rasa percaya
3 kepada pelanggan untuk menangani masalah yang dihadapi pelanggan E. Empati ( Empathy)
Karyawan hotel mampu menjalin hubungan yang
1 baik dengan pelanggan Karyawan hotel mampu berkomunikasi dengan
2 baik Karyawan hotel mampu melayani pelanggan
3 dengan penuh perhatian
4 Karyawan hotel memahami kebutuhan pelanggan }}}}}}}}
B. Variabel Kepuasan Pelanggan ( Customer Satisfaction) No. Pertanyaan SS S KS TS STS
Saya merasa puas akan kualitas pelayanan
1 yang diberikan sesuai harapan Saya merasa puas dengan kenyamanan saat
2 berada di kamar hotel Saya puas atas pelayanan karyawan hotel
3 saat melakukan reservasi kamar Saya akan merekomendasikan kepada 4 teman atau kerabat menggunakan jasa Hotel Santika Premiere Dyandra Terima kasih atas partisipasi Bapak/ Ibu dalam pengisian kuesioner ini.
Lampiran 2 Frequency Table
Q1
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju
1
3.3
3.3
3.3 Kurang setuju
2
6.7
6.7
10.0 Setuju
16
53.3
53.3
63.3 Sangat setuju
11
36.7 36.7 100.0 Total 30 100.0 100.0
Q2
Frequency Percent Valid Percent Cumulative Percent Valid Kurang setuju2
6.7
6.7
6.7 Setuju
15
50.0
50.0
56.7 Sangat setuju
13
43.3 43.3 100.0 Total 30 100.0 100.0
Q3
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju3
10.0
10.0
10.0 Kurang setuju
1
3.3
3.3
13.3 Setuju
16
53.3
53.3
66.7 Sangat setuju
10
33.3 33.3 100.0 Total 30 100.0 100.0
Q4
Frequency Percent Valid Percent Cumulative Percent Valid Kurang setuju10
33.3
33.3
33.3 Setuju
10
33.3
33.3
66.7 Sangat setuju
10
33.3 33.3 100.0 Total 30 100.0 100.0
Q5
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju2
6.7
6.7
6.7 Kurang setuju
4
13.3
13.3
20.0 Setuju
18
60.0
60.0
80.0 Sangat setuju
6
20.0 20.0 100.0 Total 30 100.0 100.0
Q6 Frequency Percent Valid Percent Cumulative Percent Valid Setuju
11
36.7
36.7
36.7 Sangat setuju
19
63.3 63.3 100.0 Total 30 100.0 100.0
Q7
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju1
3.3
3.3
3.3 Kurang setuju
1
3.3
3.3
6.7 Setuju
9
30.0
30.0
36.7 Sangat setuju
19
63.3 63.3 100.0 Total 30 100.0 100.0
Q8
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju1
3.3
3.3
3.3 Kurang setuju
2
6.7
6.7
10.0 Setuju
15
50.0
50.0
60.0 Sangat setuju
12
40.0 40.0 100.0 Total 30 100.0 100.0
Q9
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju2
6.7
6.7
6.7 Kurang setuju
5
16.7
16.7
23.3 Setuju
15
50.0
50.0
73.3 Sangat setuju
8
26.7 26.7 100.0 Total 30 100.0 100.0
Q10
Frequency Percent Valid Percent Cumulative Percent Valid Kurang setuju2
6.7
6.7
6.7 Setuju
9
30.0
30.0
36.7 Sangat setuju
19
63.3 63.3 100.0 Total 30 100.0 100.0
Q11
Frequency Percent Valid Percent Cumulative Percent Valid Setuju12
40.0
40.0
40.0 Sangat setuju
18
60.0 60.0 100.0 Total 30 100.0 100.0
Q12
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju10
33.3
33.3
33.3 Kurang setuju
5
16.7
16.7
50.0 Setuju
10
33.3
33.3
83.3 Sangat setuju
5
16.7 16.7 100.0 Total 30 100.0 100.0
Q13
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju3
10.0
10.0
10.0 Kurang setuju
2
6.7
6.7
16.7 Setuju
13
43.3
43.3
60.0 Sangat setuju
12
40.0 40.0 100.0 Total 30 100.0 100.0
Q14
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju4
13.3
13.3
13.3 Kurang setuju
3
10.0
10.0
23.3 Setuju
10
33.3
33.3
56.7 Sangat setuju
13
43.3 43.3 100.0 Total 30 100.0 100.0
Q15
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju5
16.7
16.7
16.7 Kurang setuju
3
10.0
10.0
26.7 Setuju
11
36.7
36.7
63.3 Sangat setuju
11
36.7 36.7 100.0 Total 30 100.0 100.0
Q16
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju2
6.7
6.7
6.7 Kurang setuju
6
20.0
20.0
26.7 Setuju
14
46.7
46.7
73.3 Sangat setuju
8
26.7 26.7 100.0 Total 30 100.0 100.0
Q17
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju2
6.7
6.7
6.7 Kurang setuju
4
13.3
13.3
20.0 Setuju
14
46.7
46.7
66.7 Sangat setuju
10
33.3 33.3 100.0 Total 30 100.0 100.0
Q18
Frequency Percent Valid Percent Cumulative Percent Valid Kurang setuju1
3.3
3.3
3.3 Setuju
15
50.0
50.0
53.3 Sangat setuju
14
46.7 46.7 100.0 Total 30 100.0 100.0
Q19
Frequency Percent Valid Percent Cumulative Percent Valid Kurang setuju2
6.7
6.7
6.7 Setuju
14
46.7
46.7
53.3 Sangat setuju
14
46.7 46.7 100.0 Total 30 100.0 100.0
Q20
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju3
10.0
10.0
10.0 Kurang setuju
8
26.7
26.7
36.7 Setuju
9
30.0
30.0
66.7 Sangat setuju
10
33.3 33.3 100.0 Total 30 100.0 100.0
Q21
Frequency Percent Valid Percent Cumulative Percent Valid Tidak setuju1
3.3
3.3
3.3 Kurang setuju
3
10.0
10.0
13.3 Setuju
12
40.0
40.0
53.3 Sangat setuju
14
46.7 46.7 100.0 Total 30 100.0 100.0
Q22
Frequency Percent Valid Percent Cumulative Percent Valid Setuju16
53.3
53.3
53.3 Sangat setuju
14
46.7 46.7 100.0 Total 30 100.0 100.0
Lampiran 3 Tabel 3.3 Validitas Instrumen Scale Mean if Item
89.03 82.792 .624 .729
Valid KUES1188.90 89.748 .450 .753
Valid KUES20
89.07 83.582 .553 .733
Valid kUES2188.50 88.603 .414 .749
Valid KUES2288.90 84.438 .438 .740
89.23 95.633 .443 .768
Valid KUES1989.40 88.662 .591 .745
KUES17
88.87 90.947 .565 .759
Valid KUES18Valid KUES16
88.83 87.730 .574 .752
Valid
88.97 89.206 .511 .749
Valid KUES1589.00 90.138 .584 .758
KUES13
88.77 89.151 .508 .749
Valid KUES14Valid KUES12
88.87 86.395 .457 .740
ValidKUES9
89.07 88.409 .459 .746
Valid KUES10Deleted Scale Variance if Item Deleted
Valid KUES8
89.27 88.961 .431 .748
Valid
88.90 93.748 .613 .771
Valid KUES789.17 84.282 .506 .736
KUES5
89.10 94.990 .423 .770
Valid KUES6Valid KUES4
88.93 86.340 .510 .742
Valid
89.00 87.724 .443 .747
Valid KUES388.50 91.362 .443 .753
KUES1
88.67 86.713 .491 .744
Valid KUES2Alpha if Item Deleted Keterangan
Corrected Item-Total Correlation Cronbach's
Valid
Reliability Scale: ALL VARIABLES 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 .681
4 Correlations
Correlations
Q1 Q2 Q3 Q4 Skor TotalQ1 Pearson Correlation 1 .804 .284 .114 .764 Sig. (2-tailed) .000 .129 .548 .000 N
30
30
30
30
30
Q2 Pearson Correlation .804 1 .247 .068 .718 Sig. (2-tailed) .000 .188 .723 .000 N
30
30
30
30
30
- Q3 Pearson Correlation .284 .247
1 .188 .681 Sig. (2-tailed) .129 .188 .321 .000 N
30
30
30
30
30
- Q4 Pearson Correlation .114 .068 .188
1 .546 Sig. (2-tailed) .548 .723 .321 .002 N
30
30
30
30
30
Skor Total Pearson Correlation .764 .718 .681 .546
1 Sig. (2-tailed) .000 .000 .000 .002 N
30
30
30
30
30 **. Correlation is significant at the 0.01 level (2-tailed).
Reliability Scale: ALL VARIABLES 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 .634
3 Correlations
Correlations
Q5 Q6 Q7 Skor TotalQ5 Pearson Correlation 1 .382 .184 .792 Sig. (2-tailed) .037 .329 .000 N
30
30
30
30
Q6 Pearson Correlation .382 1 .083 .609 Sig. (2-tailed) .037 .661 .000 N
30
30
30
30
- Q7 Pearson Correlation .184 .083
1 .655 Sig. (2-tailed) .329 .661 .000 N
30
30
30
30
Skor Total Pearson Correlation .792 .609 .655
1 Sig. (2-tailed) .000 .000 .000 N
30
30
30
30 *. Correlation is significant at the 0.05 level (2-tailed).
- . Correlation is significant at the 0.01 level (2-tailed).
Reliability Scale: ALL VARIABLES 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 .774
3 Correlations
Correlations
Q8 Q9 Q10 Q11 Skor TotalQ8 Pearson Correlation 1 .344 .407 -.075 .690 Sig. (2-tailed) .063 .026 .694 .000 N
30
30
30
30
30
Q9 Pearson Correlation .344 1 .490 .212 .837 Sig. (2-tailed) .063 .006 .262 .000 N
30
30
30
30
30
Q10 Pearson Correlation .407 .490 1 -.133 .705 Sig. (2-tailed) .026 .006 .485 .000 N
30
30
30
30
30 Q11 Pearson Correlation -.075 .212 -.133 1 .498 Sig. (2-tailed) .694 .262 .485 .010 N
30
30
30
30
30
Skor Total Pearson Correlation .690 .837 .705 .498
1 Sig. (2-tailed) .000 .000 .000 .010 N
30
30
30
30
30 *. Correlation is significant at the 0.05 level (2-tailed).
- . Correlation is significant at the 0.01 level (2-tailed).
Reliability Scale: ALL VARIABLES 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 .627
3 Correlations
Correlations
Q12 Q13 Q14 Skor Total- Q12 Pearson Correlation
1 .087 .302 .645 Sig. (2-tailed) .647 .104 .000 N
30
30
30
30
Q13 Pearson Correlation .087 1 .728 .762 Sig. (2-tailed) .647 .000 .000 N
30
30
30
30
Q14 Pearson Correlation .302 .728 1 .877 Sig. (2-tailed) .104 .000 .000 N
30
30
30
30
Skor Total Pearson Correlation .645 .762 .877
1 Sig. (2-tailed) .000 .000 .000 N
30
30
30
30 **. Correlation is significant at the 0.01 level (2-tailed).
Reliability Scale: ALL VARIABLES 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 .727
4 Correlations
Correlations
Q15 Q16 Q17 Q18 Skor Total- Q15 Pearson Correlation
1 .179 .115 .161 .652 Sig. (2-tailed) .344 .545 .396 .000 N
30
30
30
30
30
Q16 Pearson Correlation .179 1 .555 .061 .721 Sig. (2-tailed) .344 .001 .751 .000 N
30
30
30
30
30
Q17 Pearson Correlation .115 .555 1 .149 .712 Sig. (2-tailed) .545 .001 .432 .000 N
30
30
30
30
30
- Q18 Pearson Correlation .161 .061 .149
1 .422 Sig. (2-tailed) .396 .751 .432 .020 N
30
30
30
30
30
Skor Total Pearson Correlation .652 .721 .712 .422
1 Sig. (2-tailed) .000 .000 .000 .020 N
30
30
30
30
30 **. Correlation is significant at the 0.01 level (2-tailed).
- . Correlation is significant at the 0.05 level (2-tailed).
Reliability Scale: ALL VARIABLES 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 .699
4 Correlations
Correlations
Q19 Q20 Q21 Q22 Skor Total- Q19 Pearson Correlation
1 -.132 .028 .262 .451 Sig. (2-tailed) .486 .883 .161 .012 N
30
30
30
30
30
- Q20 Pearson Correlation -.132
1 -.293 -.009 .483 Sig. (2-tailed) .486 .116 .962 .007 N
30
30
30
30
30
- Q21 Pearson Correlation .028 -.293
1 .240 .447 Sig. (2-tailed) .883 .116 .202 .013 N
30
30
30
30
30
- Q22 Pearson Correlation .262 -.009 .240
1 .597 Sig. (2-tailed) .161 .962 .202 .000 N
30
30
30
30
30
Skor Total Pearson Correlation .451 .483 .447 .597
1 Sig. (2-tailed) .012 .007 .013 .000 N
30
30
30
30
30 *. Correlation is significant at the 0.05 level (2-tailed).
- . Correlation is significant at the 0.01 level (2-tailed).
Lampiran 4 Regression Variables Entered/Removed Model Variables Entered Variables Removed Method
1 Empati, . Enter Kehandalan, Daya Tanggap, Bukti a
Fisik, Jaminan a. All requested variables entered.
b
Model Summary Std. Error of the Model R R Square Adjusted R Square Estimate Durbin-Watson
1 5.576 5.131 5.021 1.371 1.928
a. Predictors: (Constant), Empati, Kehandalan, Daya Tanggap, Bukti Fisik, Jaminan
b. Dependent Variable: Kepuasan Pelanggan
b
ANOVA Model Sum of Squares df Mean Square F Sig.
1 Regression 5.613 5 1.123 5.598 .032 Residual 176.577 94 1.878 Total 182.190
99
a. Predictors: (Constant), Empati, Kehandalan, Daya Tanggap, Bukti Fisik, Jaminan
b. Dependent Variable: Kepuasan Pelanggan a
Coefficients
Standardized Unstandardized Coefficients Coefficients Collinearity StatisticsModel B Std. Error Beta t Sig. Tolerance
VIF 1 (Constant) 15.379 2.301 6.683 .000 Bukti Fisik .059 .084 .075 4.700 .036 .894 1.118 Kehandalan .006 .112 .006 3.052 .039 .824 1.214 Daya Tanggap .143 .094 .163 3.514 .033 .886 1.129 Jaminan .028 .086 .037 4.325 .026 .799 1.251 Empati .028 .088 .035 4.315 .013 .817 1.223
a. Dependent Variable: Kepuasan Pelanggan
a
Collinearity Diagnostics
Variance Proportions Dimen Condition Daya
Model sion Eigenvalue Index (Constant) Bukti Fisik Kehandalan Tanggap Jaminan Empati
1 1 5.957 1.000 .00 .00 .00 .00 .00 .00 2 .017 18.732 .01 .07 .06 .01 .65 .02 3 .009 25.428 .01 .02 .34 .00 .22 .44 4 .008 26.985 .01 .59 .00 .34 .07 .01 5 .006 32.344 .00 .17 .56 .35 .05 .35 6 .003 46.313 .98 .15 .03 .30 .01 .18 a. Dependent Variable: Kepuasan Pelanggan a Residuals Statistics
Minimum Maximum Mean Std. Deviation N Predicted Value
16.31
17.38 16.91 .238 100 Std. Predicted Value -2.533 1.988 .000 1.000 100 Standard Error of Predicted .175 .650 .322 .096 100 Value Adjusted Predicted Value
16.10
17.48 16.91 .257 100 Residual -3.638 3.254 .000 1.336 100 Std. Residual -2.654 2.375 .000 .974 100 Stud. Residual -2.704 2.468 .001 1.008 100 Deleted Residual -3.775 3.516 .001 1.432 100 Stud. Deleted Residual -2.800 2.539 .000 1.019 100 Mahal. Distance .622 21.257 4.950 3.951 100 Cook's Distance .000 .166 .012 .024 100 Centered Leverage Value .006 .215 .050 .040 100
a. Dependent Variable: Kepuasan Pelanggan
One-Sample Kolmogorov-Smirnov Test Unstandardized Residual
N 100 a,,b
Normal Parameters Mean .0000000 Std. Deviation 1.33551750 Most Extreme Differences Absolute .070 Positive .070
Negative -.064 Kolmogorov-Smirnov Z .698 Asymp. Sig. (2-tailed) .714 a. Test distribution is Normal.
b. Calculated from data.
No Bukti Fisik skor Kehandalan skor Daya Tanggap skor Jaminan skor Empati skor Kep.Pelanggan skor
16
4
18
16
4
4
5
3
4
4
5
4
13
5
2
4
4
15
5
5
4
4
16
4
5
4
13
4
4
5
17
16
2
5
4
11
2
4
5
5
4
4
4
3
5
5
20
4
5
5
14
4
5
5
4
16
5
4
5
5
19
5
11
12
4
2
5
5
4
16
3
4
5
16
5
17
5
5
2
3
15
2
4
4
4
4
5
18
13
4
4
5
4
17
5
4
4
14
5
5
5
4
19
5
5
5
4
17
4
5
3
12
4
4
5
4
5
4
4
5
14
5
4
5
5
19
4
13
4
3
5
15
2
4
2
8
4
3
3
5
15
5
4
5
5
19
15
3
4
5
17
5
5
5
20
3
5
5
4
14
12
3
3
2
3
11
4
4
4
18
5
3
3
3
4
16
22
4
4
5
16
4
4
4
4
12
4
4
4
5
5
17
2
4
3
15
4
4
4
12
4
4
5
5
17
5
4
4
13
4
4
4
17
2
4
14
4
5
4
18
4
5
5
5
14
5
4
5
19
5
5
3
4
5
5
2
5
6
4
4
4
4
16
4
3
5
5
17
23
5
4
5
5
19
4
4
4
4
5
4
4
17
19
4
5
4
18
4
4
4
5
13
4
4
4
5
5
13
3
4
4
17
5
5
5
15
4
4
5
3
17
4
3
3
10
4
3
3
17
4
21
4
5
5
5
20
3
5
5
13
4
14
4
5
17
4
4
5
5
18
5
5
3
4
10
4
4
4
4
16
5
3
5
5
17
20
3
4
4
4
15
4
18
5
1
5
5
5
5
3
18
5
5
15
17
4
5
5
5
19
4
5
5
4
4
5
4
4
13
4
5
5
4
18
3
4
5
11
4
5
3
5
17
4
4
14
2
4
4
2
4
4
10
2
4
4
14
5
4
5
3
4
16
6
5
5
19
5
4
5
5
16
5
3
5
5
18
5
5
4
5
4
19
5
4
5
14
5
5
15
5
5
4
5
4
3
16
4
5
14
4
4
5
5
5
19
4
5
4
1
3
5
3
2
3
4
1
2
3
1
2
4
2
1
2
3
1
2
3
4
1
13
3
3
16
2
5
5
12
4
4
4
4
4
4
4
2
4
14
3
4
4
4
17
5
4
2
5
17
5
5
4
5
19
2
3
3
4
4
13
3
5
5
13
5
5
20
5
5
10
5
5
4
3
17
4
5
5
14
4
4
4
5
17
4
4
18
4
13
5
5
5
14
5
3
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4
17
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5
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15
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4
19
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20
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4
11
4
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13
17 Universitas Sumatera Utara
24
18
2
2
4
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