PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN DI RESTORAN METDUCK PARAGON MALL SEMARANG - Unika Repository
LAMPIRAN
LAMPIRAN 1. KUESIONER No KuesionerKUESIONER PENELITIAN
Responden yang terhormat, Saya Caecillia Faraditya Yusvari, mahasiswi Program Studi Manajemen
Fakultas Ekonomi dan Bisnis Unika Soegijapranata Semarang. Saat ini saya
sedang melakukan penelitian untuk skripsi dengan judul “Pengaruh Kualitas
Pelayanan dan Kepuasan Konsumen terhadap Loyalitas Konsumen di Restoran
M etduck Paragon Mall Semarang”. Sehubungan dengan hal tersebut, sayamembutuhkan bantuan dan partisipasi Anda untuk mengisi kuesioner ini.Sebelum
menjawab pertanyaan penelitian dimohon untuk membaca petunjuk pengisian.Atas kerjasama dan bantuan Anda dalam meluangkan waktu untuk mengisi kuesioner penelitian ini, saya ucapkan terimakasih. Hormat Saya Peneliti
- – Caecillia Faraditya Yusvari
IDENTITAS RESPONDEN
1. Nama :
2. Jenis Kelamin :
3. Usia :
4. Pekerjaan : Berilah tanda checklist ( ) pada pilihan jawaban Anda
5. Dengan siapa anda datang ke restoran Metduck? Keluarga Teman Rekan kerja Anda memiliki jawaban lain .......................................................................
6. Apa yang membuat anda ingin datang lagi ke restoran Metduck : Pelayanan yang baik Harga yang terjangkau Makanan dan minuman sesuai dengan selera anda Ajakan dari keluarga, teman atau rekan kerja Anda memiliki jawaban lain ........................................................................
7. Berapa kali anda pernah datang ke restoran Metduck Paragon Mall Semarang? <2 kali >2 kali
Jika anda menjawab “<2 kali” mohon untuk tidak meneruskan mengisi kuesioner ini. Terimakasih atas partisipasi anda.
PETUNJUK PENGISIAN
Berikan penilaian terhadap masing masing pertanyaan dibawah ini sesuai dengan
pendapat Anda, dengan memberikan tanda checklist( )pada kolom jawaban yang
tersedia. Keterangan: STS = 1 : Sangat Tidak Setuju SS = 5 : Sangat Setuju N= 3 : Netral TS = 2 : Tidak Setuju S = 4 : Setuju
DAFTAR PERTANYAAN
No Pertanyaan STS TS N S SS
KUALITAS PELAYANAN
(SERVICE QUALITY) Bukti Fisik (Tangibility)
Restoran Metduck memiliki fasilitas fisik 1. yang bersih. Restoran Metduck memiliki desain interior 2. yang menarik. Karyawan restoran Metduck berpenampilan 3. rapi. Fasilitas fisik yang dimiliki restoran sesuai 4. dengan penyedia pelayanan (memadai).
Kehandalan (Reliability) STS TS N S SS Karyawan restoran Metduck memberikan 5. pelayanan sesuai dengan yang dijanjikan Waiter restoran Metduck memberikan
6. pelayanan yang ramah dari pelanggan datang hingga pulang.
Kasir restoran Metduck memberikan struk 7. pembelian secara akurat. Karyawan restoran Metduck menyampaikan 8. informasi tentang promo, diskon dan pembayaran secara jelas.
Ketanggapan (Responsiveness) STS TS N S SS Karyawan restoran Metduck menanggapi 9. keluhan pelanggan dengan segera. Pelanggan menerima pelayanan yang tepat 10. dari karyawan.
Waiter restoran Metduck bersedia membantu 11. kesulitan pelanggan dalam memilih menu.
Waiter menanggapi permintaan konsumen 12. tentang produk dengan segera.
Jaminan (Assurance) STS TS N S SS Menurut pelanggan rasa masakan di 13. restoran Metduck enak.
Pelanggan tidak khawatir jika makan di 14. restoran Metduck (bahan masakan bersih)
DAFTAR PERTANYAAN
No Pertanyaan STS TS N S SS
Restoran Metduck menjamin keamanan saat 15. bertransaksi. Menurut pelanggan karyawan retoran 16. Metduck sopan.Perhatian (Empathy) STS TS N S SS Karyawan restoran Metduck memberikan 17. perhatian terhadap pelanggan. Setelah pelanggan makan, waiter 18. menanyakan komentar pelanggan tentang makanan dan minuman yang dipesan.
Waiter memperhatikan kebutuhan 19. pelanggan.(misalnya anak-anak diberi babychair ) Chef memberikan compliment produk untuk
20. pelanggan yang ulang tahun dan merayakannya di restoran Metduck.
KEPUASAN PELANGGAN STS TS N S SS ( CUSTOMER SATISFACTION) Restoran Metduck memberikan pelayanan 1. sesuai dengan yang diharapkan pelanggan. Pelanggan merasa senang dengan pelayanan 2. yang diberikan oleh karyawan restoran Merduck. Pelanggan akan mengatakan hal positif 3. tentang restoran Metduck Pelanggan percaya bahwa makan di restoran
4. Metduck merupakan pengalaman yang memuaskan.
LOYALITAS PELANGGAN STS TS N S SS ( CUSTOMER LOYALTY) Saat pelanggan ingin makan masakan
1. western, pelanggan memilih restoran Metduck.
Pelanggan jarang melakukan peralihan ke 2. restoran lain jika berkunjung ke Paragon Mall Semarang. Pelanggan akan melakukan kunjungan lagi di 3. restoran Metduck. Pelanggan memberikan rekomendasi kepada 4. pihak lain untuk makan di restoran Metduck.
- – - Terimakasih atas partisipasi Anda
74 LAMPIRAN 2. DATA RESPONDEN Data Responden Variabel Kualitas Pelayanan (X1) No.
2
4
4
3
4
10
68
4
4
3
3
3
4
4
4
4
2
5
3
4
4
4
4
3
11
78
3
4
5
3
5
3
4
4
4
4
5
4
3
3
4
8
4
4
5
5
5
4
5
80
5
4
3
4
4
4
5
3
4
4
4
88
4
2
4
2
4
4
9
4
4
4
4
4
4
5
5
4
5
2
4
4
2
61
3
5
2
4
3
3
3
4
3
5
4
3
3
3
2
14
4
3
4
4
4
4
3
4
4
4
4
3
4
4
4
4
4
4
5
4
2
3
3
4
4
4
12
63
3
3
3
3
4
4
3
2
2
3
4
2
3
3
5
3
5
2
13
81
4
4
4
3
4
4
4
4
4
4
5
4
4
4
4
3
Resp Ind
5
4
5
4
4
5
4
4
4
4
4
5
4
4
4
4
2
4
4
5
5
4
4
4
4
4
4
5
4
5
5
4
4
5
4
3
85
4
85
3
4
10 Ind
17 Ind
16 Ind
15 Ind
14 Ind
13 In
12 Ind
11
Ind9 Ind
19 Ind
8 Ind
7 Ind
6 Ind
5 Ind
4 Ind
3 Ind
2 Ind
1 Ind
18 Ind
20 TOTAL
5
4
4
4
5
5
5
4
3
4
1
4
5
4
5
5
5
3
3
5
4
4
5
3
4
4
4
4
4
4
5
4
4
6
87
4
5
5
4
5
4
3
5
4
4
4
4
5
4
4
4
4
7
82
4
5
4
4
3
4
4
5
4
4
4
5
4
3
5
2
2
2
4
4
4
4
3
4
86
5
4
4
3
5
4
4
5
4
4
4
4
4
4
4
5
5
5
5
71
2
4
4
79
75
5
5
4
5
5
5
4
4
4
5
90
4
4
4
5
5
4
5
5
4
26
25
2
2
5
4
3
4
5
3
3
3
5
3
3
3
2
4
3
3
4
4
84
67
4
4
4
5
5
4
4
4
4
5
83
4
4
4
4
4
4
4
4
4
24
5
5
5
5
4
4
4
5
3
3
4
5
3
5
5
4
5
3
3
4
3
27
23
4
4
3
4
4
4
4
4
4
3
30
4
4
4
4
4
4
4
4
78
4
4
4
4
3
4
3
4
5
4
4
3
5
4
4
4
4
3
4
4
4
4
29
4
3
3
4
3
3
4
4
3
3
3
67
3
3
3
3
4
3
4
4
3
28
72
4
3
4
3
3
4
4
3
4
4
3
4
4
3
3
2
5
4
4
4
4
89
15
4
5
5
4
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
4
96
88
3
4
4
3
4
4
4
4
4
4
18
4
4
3
3
4
4
4
4
17
4
4
4
4
4
3
3
4
2
2
4
3
4
4
4
4
4
2
4
4
5
4
72
5
5
4
4
5
4
4
5
5
5
5
16
4
4
4
4
5
4
4
4
4
76
5
5
5
5
4
4
4
5
5
5
4
93
5
5
5
4
5
5
4
4
5
22
21
5
5
4
4
5
5
4
4
4
5
4
4
5
5
4
3
4
5
5
5
82
19
4
5
4
4
3
5
4
4
4
4
5
5
5
2
5
4
5
5
5
4
86
5
4
4
5
3
4
4
5
3
3
4
20
3
5
5
4
4
3
5
4
5
78
Data Responden Variabel Kepuasan Pelanggan (X2) No.
3
4
4
4
3
15
21
4
4
4
18
15
22
4
3
4
4
15
23
20
5
4
4
5
4
5
19
17
4
5
4
17
4
18
2
4
4
3
13
19
5
4
2
2
16
29
2
10
28
4
2
2
3
11
3
2
2
2
4
11
30
3
2
3
4
2
4
2
2
10
24
5
5
4
5
19
25
4
27
3
3
12
26
4
2
2
4
12
5
12
Resp Ind 1 Ind 2 Ind 3 Ind 4 TOTAL
4
16
5
5
5
4
5
19
6
4
4
4
4
16
7
5
5
4
5
19
4
4
4
4
1
4
4
4
4
16
2
4
4
4
4
16
3
4
4
4
3
15
4
8
4
2
11
4
5
18
13
2
4
3
2
14
5
3
4
4
2
13
15
4
4
2
4
12
5
10
4
17
9
4
4
4
4
16
5
12
4
5
5
19
11
4
2
2
4
12
Data Reponden Variabel Loyalitas Pelanggan (Y) No.
4
5
4
4
4
17
21
5
4
4
13
17
22
4
4
4
4
16
23
20
4
4
4
4
4
4
16
17
5
5
4
18
5
18
4
3
4
4
15
19
2
2
4
2
16
29
2
10
28
4
2
4
4
14
2
3
4
4
4
14
30
2
3
4
4
3
2
4
4
14
24
5
4
4
4
17
25
5
27
4
4
17
26
2
2
3
2
9
4
12
Resp Ind 1 Ind 2 Ind 3 Ind 4 TOTAL
4
14
5
4
4
5
5
18
6
4
4
4
5
17
7
4
4
4
4
16
4
4
4
4
1
5
4
5
5
19
2
4
4
2
4
16
3
4
4
5
5
18
4
8
4
2
9
4
4
16
13
3
2
2
2
14
4
4
4
4
4
16
15
4
4
2
4
12
4
10
5
17
9
4
4
2
3
13
2
14
3
4
4
13
11
3
4
3
4
13
LAMPIRAN 3. HASIL OLAH DATA MELALUI SPSS
Uji Validitas dan Reliabilitas Variabel Kualitas Pelayanan (X1)
KP TOTA KP 1 KP 2 KP 3 KP 4 KP 5 KP 6 KP 7 KP 8 KP 9
10 KP 11 KP 12 KP 13 KP 14 KP 15 KP 16 KP 17 KP 18 KP 19 KP 20 L KP KP Pearson
- 1 .402 .220 .082 .397 .227 .519 .568 .147 .000 .056 .082 .082 .761 .021 .147 .097 .774 .056 .519 .522
1 Correlation Sig. (2-
.028 .243 .667 .030 .229 .003 .001 .439 1.000 .768 .667 .667 .000 .914 .439 .609 .000 .768 .003 .003 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
- .402
1 .403 .131 .165 .282 .359 .433 .206 .000 .140 .204 .204 .151 .376 .127 .056 .265 .140 .359 .450
2 Correlation Sig. (2-
.028 .027 .490 .385 .132 .052 .017 .274 1.000 .462 .280 .280 .425 .041 .504 .770 .156 .462 .052 .013 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
- .220 .403
1 .298 .302 .256 .335 .384 .259 .205 .349 .242 .298 .333 .252 .259 .376 .305 .349 .335 .578
3 Correlation Sig. (2-
.243 .027 .110 .105 .173 .071 .036 .167 .277 .059 .199 .110 .072 .179 .167 .041 .101 .059 .071 .001 tailed)
78 N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
- .082 .131 .298
1 .268 .258 .338 .267 .911 .207 .193 .943 .943 .337 .430 .474 .190 .296 .193 .338 .689
4 Correlation Sig. (2-
.667 .490 .110 .152 .168 .067 .153 .000 .272 .307 .000 .000 .068 .018 .008 .314 .113 .307 .067 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.397 .165 .302 .268 1 .179 .410 .497 .131 .390 .129 .129 .222 .384 .238 .484 .154 .379 .129 .410 .559
5 Correlation Sig. (2-
.030 .385 .105 .152 .344 .025 .005 .490 .033 .497 .495 .239 .036 .204 .007 .418 .039 .497 .025 .001 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
- .227 .282 .256 .258 .179
1 .382 .354 .302 .267 .225 .258 .258 .269 .455 .302 .283 .273 .225 .382 .546
6 Correlation Sig. (2-
.229 .132 .173 .168 .344 .037 .055 .105 .153 .231 .168 .168 .151 .012 .105 .130 .144 .231 .037 .002 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
- .519 .359 .335 .338 .410 .382
1 .920 .184 .272 .246 .169 .338 .528 .331 .369 .072 .578 .246 1.000 .741
7 Correlation Sig. (2-
.003 .052 .071 .067 .025 .037 .000 .329 .146 .190 .371 .067 .003 .074 .045 .705 .001 .190 .000 .000 tailed)
79 N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.568 .433 .384 .267 .497 .354 .920 1 .174 .331 .430 .157 .267 .523 .264 .413 .133 .509 .430 .920 .778
8 Correlation Sig. (2-
.001 .017 .036 .153 .005 .055 .000 .359 .074 .018 .406 .153 .003 .158 .023 .482 .004 .018 .000 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.147 .206 .259 .911 .131 .302 .184 .174 1 .151 .267 .974 .849 .292 .315 .388 .215 .242 .267 .184 .632
9 Correlation Sig. (2-
.439 .274 .167 .000 .490 .105 .329 .359 .427 .154 .000 .000 .118 .090 .034 .253 .198 .154 .329 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.000 .000 .205 .207 .390 .267 .272 .331 .151 1 .422 .138 .207 -.072 .081 .904 .353 -.079 .422 .272 .469
10 Correlation Sig. (2-
1.000 1.000 .277 .272 .033 .153 .146 .074 .427 .020 .467 .272 .706 .670 .000 .056 .679 .020 .146 .009 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
- KP Pearson
1.000
.056 .140 .349 .193 .129 .225 .246 .430 .267 .422 1 .243 .243 .061 -.170 .376 .313 -.049 .246 .512
- 11 Correlation Sig. (2-
.768 .462 .059 .307 .497 .231 .190 .018 .154 .020 .196 .196 .751 .370 .041 .093 .796 .000 .190 .004 tailed)
80 N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.082 .204 .242 .943 .129 .258 .169 .157 .974 .138 .243 1 .885 .278 .363 .412 .190 .230 .243 .169 .619
12 Correlation Sig. (2-
.667 .280 .199 .000 .495 .168 .371 .406 .000 .467 .196 .000 .137 .049 .024 .314 .221 .196 .371 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.082 .204 .298 .943 .222 .258 .338 .267 .849 .207 .243 .885 1 .337 .295 .474 .190 .361 .243 .338 .684
13 Correlation Sig. (2-
.667 .280 .110 .000 .239 .168 .067 .153 .000 .272 .196 .000 .068 .113 .008 .314 .050 .196 .067 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.761 .151 .333 .337 .384 .269 .528 .523 .292 -.072 .061 .278 .337 1 .105 .162 .114 .904 .061 .528 .605
14 Correlation Sig. (2-
.000 .425 .072 .068 .036 .151 .003 .003 .118 .706 .751 .137 .068 .582 .392 .548 .000 .751 .003 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
- .021 .376 .252 .430 .238 .455 .331 .264 .315 .081 -.170 .363 .295 .105 1 .242 .026 .122 -.170 .331 .400
15 Correlation Sig. (2-
.914 .041 .179 .018 .204 .012 .074 .158 .090 .670 .370 .049 .113 .582 .199 .893 .520 .370 .074 .028 tailed)
81 N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.147 .127 .259 .474 .484 .302 .369 .413 .388 .904 .376 .412 .474 .162 .242 1 .295 .171 .376 .369 .660
16 Correlation Sig. (2-
.439 .504 .167 .008 .007 .105 .045 .023 .034 .000 .041 .024 .008 .392 .199 .113 .367 .041 .045 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
.097 .056 .376 .190 .154 .283 .072 .133 .215 .353 .313 .190 .190 .114 .026 .295 1 .117 .313 .072 .379
17 Correlation Sig. (2-
.609 .770 .041 .314 .418 .130 .705 .482 .253 .056 .093 .314 .314 .548 .893 .113 .539 .093 .705 .039 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 KP Pearson
- .774 .265 .305 .296 .379 .273 .578 .509 .242 -.079 -.049 .230 .361 .904 .122 .171 .117
1 -.049 .578 .588
18 Correlation Sig. (2-
.000 .156 .101 .113 .039 .144 .001 .004 .198 .679 .796 .221 .050 .000 .520 .367 .539 .796 .001 .001 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
- KP Pearson
1.000
- .056 .140 .349 .193 .129 .225 .246 .430 .267 .422 .243 .243 .061 -.170 .376 .313 -.049
1 .246 .512
- 19 Correlation Sig. (2-
.768 .462 .059 .307 .497 .231 .190 .018 .154 .020 .000 .196 .196 .751 .370 .041 .093 .796 .190 .004 tailed)
82 N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
- KP Pearson 1
.519 .359 .335 .338 .410 .382 .920 .184 .272 .246 .169 .338 .528 .331 .369 .072 .578 .246 1 .741
- 20 Correlation Sig. (2-
.003 .052 .071 .067 .025 .037 .000 .000 .329 .146 .190 .371 .067 .003 .074 .045 .705 .001 .190 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30 Tota Pearson
.522 .450 .578 .689 .559 .546 .741 .778 .632 .469 .512 .619 .684 .605 .400 .660 .379 .588 .512 .741
1 l KP Correlation Sig. (2-
.003 .013 .001 .000 .001 .002 .000 .000 .000 .009 .004 .000 .000 .000 .028 .000 .039 .001 .004 .000 tailed) N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
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).
83
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
.898
20 Variabel Kepuasan Pelanggan (X2)
Correlations
Kepuasan_P Kepuasan_P Kepuasan_P Kepuasan_P Total_Kepuasan_ elanggan1 elanggan2 elanggan3 elanggan4 Pelaggan
KepPel1 Pearson Correlation 1 .260 .387 .723 .763 Sig. (2-tailed)
.165 .034 .000 .000 N
30
30
30
30
30
KepPel2 Pearson Correlation .260 1 .666 .273 .709 Sig. (2-tailed)
.165 .000 .145 .000 N
30
30
30
30
30
- KepPel3 Pearson Correlation .387 .666
1 .498 .820 Sig. (2-tailed)
.034 .000 .005 .000 N
30
30
30
30
30
KepPel4 Pearson Correlation .723 .273 .498 1 .809 Sig. (2-tailed)
.000 .145 .005 .000 N
30
30
30
30
30
Total Pearson Correlation .763 .709 .820 .809
1 KepPel Sig. (2-tailed)
.000 .000 .000 .000 N
30
30
30
30
30
- . Correlation is significant at the 0.05 level
R (2-tailed).
- . Correlation is significant at the 0.01 level (2-tailed).
4 Variabel Loyalitas Pelanggan (Y)
Correlations
LP 1 LP 2 LP 3 LP 4 TOTAL LP LP1 Pearson Correlation 1 .555
Case Processing Summary
N % Cases Valid 30 100.0
Excluded
a
.0 Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items
.778
- .133 .370
- .728
- Sig. (2-tailed)
- 1 .134 .433
- .709
- Sig. (2-tailed)
- .666
- Sig. (2-tailed)
- .433
- .750
- 1 .851
- Sig. (2-tailed)
- .709
- .666
- .851
- 1
- . Correlation is significant at the 0.01 level (2-tailed).
- . Correlation is significant at the 0.05 level (2-tailed).
30 LP 4 Pearson Correlation .370
30
30
30
30
30
N
Sig. (2-tailed) .000 .000 .000 .000
30 Total Pearson Correlation .728
30
30
30
30
.044 .017 .000 .000 N
30
30