Analisis Pengaruh Experiential Marketing terhadap Kepuasan Pelanggan pada Hotel Soechi Internasional Medan
110
Universitas Sumatera Utara
Lampiran 1
No:
LEMBAR KUESIONER PENELITIAN
Responden yang terhormat,
Sehubungan dengan tugas akhir atau skripsi yang sedang dilakukan dengan
judul penelitian “Analisis Pengaruh Experiential Marketing terhadap Kepuasan
Pelanggan pada Hotel Soechi Internasional Medan”, saya selaku mahasiswa
Program Studi Ilmu Administrasi Niaga/Bisnis Universitas Sumatera Utara
mengharapkan bantuan dari Bapak/Ibu/Saudara/i untuk mengisi beberapa
pernyataan dalam kuesioner ini.
Diharapkan Bapak/Ibu/Saudara/i dapat menjawab kuesioner ini dengan
sejujur-jujurnya dan sebenar-benarnya. Semua informasi yang diperoleh dari
kuesioner ini hanya akan digunakan untuk keperluan penelitian dan untuk
kepentingan akademis. Atas bantuan dan kerja sama Bapak/Ibu/Saudara/i, saya
ucapkan terima kasih.
IDENTITAS RESPONDEN
Petunjuk: Berilah tanda checklist (√) pada jawaban Anda.
1. Jenis kelamin
:
Laki-laki
Perempuan
2. Usia
:
17-25 Tahun
26-35 Tahun
36-45 Tahun
>45 Tahun
3. Pekerjaan
:
Mahasiswa
Pegawai Negeri
Pegawai Swasta
Pegawai BUMN/BUMD
Wiraswasta
Profesi Lainnya
4. Sudah berapa kali Anda menginap di Hotel Soechi Internasional Medan:
1 kali
3 kali
2 kali
> 3 kali
111
Universitas Sumatera Utara
PETUNJUK PENGISIAN KUESIONER
Berikut adalah beberapa pernyataan yang akan Anda isi dengan
membubuhkan tanda checklist (√) pada kotak jawaban yang menurut Anda paling
sesuai. Penelitian ini menggunakan teknik pengukuran dengan Skala Likert
dimana item jawabannya memiliki tingkatan skor dengan ketentuan sebagai
berikut:
SS
= Sangat setuju, diberi skor 5
S
= Setuju, diberi skor 4
KS
= Kurang Setuju, diberi skor 3
TS
= Tidak Setuju, diberi skor 2
STS
= Sangat Tidak Setuju, diberi skor
1. Variabel Experiential Marketing (X)
No
Pernyataan
SS S KS TS STS
A. Sense (X1)
1 Desain interior dan eksterior Hotel Soechi
Internasional Medan menarik
2 Kamar di Hotel Soechi Internasional Medan bersih
dan tertata rapi
3 Cita rasa hidangan sarapan di Hotel Soechi
Internasional Medan lezat
4 Karyawan Hotel Soechi Internasional Medan
berpenampilan rapi dan menarik
5 Ruangan lobi Hotel Soechi Internasional Medan
harum
B. Feel (X2)
6 Pelayanan Hotel Soechi Internasional Medan
menyenangkan
7
Karyawan Hotel Soechi Internasional Medan
bersikap ramah
8
Anda merasa nyaman menginap di Hotel Soechi
Internasional Medan
112
Universitas Sumatera Utara
9
10
11
12
13
14
15
16
17
C. Think (X3)
Lokasi Hotel Soechi Internasional Medan
strategis
Hotel Soechi Internasional Medan menyediakan
beraneka
ragam
menu
makanan
yang
dihidangkan saat sarapan
Hotel Soechi Internasional Medan memiliki merek
dan logo yang menarik
D. Act (X4)
Hotel Soechi Internasional Medan memberikan
pelayanan yang maksimal dalam membersihkan
kamar dan mengganti perlengkapan kamar mandi
setiap hari
Hotel Soechi Internasional Medan menyediakan
fasilitas antar jemput bandara untuk memudahkan
tamu menuju hotel
Hotel Soechi Internasional Medan menyediakan
fasilitas kolam berenang, fitness centre, spa and
sauna, restaurant, pub dan karaoke untuk
menciptakan gaya hidup kepada tamu yang
menginap
E. Relate (X5)
Hotel Soechi Internasional Medan merupakan
tempat yang tepat untuk menginap bersama
keluarga atau teman
Hotel Soechi Internasional Medan merupakan
tempat yang tepat untuk mengadakan acara atau
event
Interaksi antara karyawan Hotel Soechi
Internasional Medan dengan tamu terjalin baik
2. Variabel Kepuasan Pelanggan (Y)
No
Pernyataan
SS S KS TS STS
18 Fasilitas di Hotel Soechi Internasional Medan
memiliki kualitas yang baik
19 Fasilitas di Hotel Soechi Internasional Medan
lengkap
20 Hotel Soechi Internasional Medan memberikan
pelayanan yang baik terhadap tamu
21 Hotel Soechi Internasional Medan memberikan
pelayanan yang cepat dalam penanganan keluhan
dari tamu
22 Anda merasa bangga menginap di Hotel Soechi
Internasional
113
Universitas Sumatera Utara
23
24
25
Harga kamar di Hotel Soechi Internasional Medan
terjangkau
Harga yang ditawarkan Hotel Soechi Internasional
sesuai dengan kepuasan yang didapat
Tidak ada mengeluarkan biaya tambahan untuk
menikmati fasilitas-fasilitas yang ada di Hotel
Soechi Internasional Medan
Terima kasih atas partisipasi Anda
114
Universitas Sumatera Utara
Lampiran 2
No.
Responden
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
P1
4
4
3
5
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
Sense(X1)
P2 P3 P4
4 4 4
4 4 4
3 4 4
5 4 4
5 4 4
4 3 4
5 4 5
4 4 4
4 4 4
4 4 4
4 4 4
3 4 4
4 4 4
4 4 5
4 4 4
4 4 4
4 5 5
4 3 4
3 4 4
3 4 3
Feel(X2)
P5 P6 P7 P8
4 4 4 4
4 4 3 3
3 4 4 4
5 4 4 4
4 4 4 4
4 4 3 3
5 5 4 4
4 4 4 4
5 4 4 4
5 4 4 4
5 4 4 4
3 4 4 4
4 4 4 4
5 5 5 4
5 4 4 4
4 4 4 4
5 5 5 5
4 4 3 2
3 4 4 3
3 3 4 3
Think(X3)
Act(X4)
Relate(X5)
KepuasanPelanggan(Y)
Total
P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 P24 P25
4 4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
5 101
4 3
4
4
4
5
4
4
4
5
5
4
4
5
4
4
4 101
4 4
4
4
4
3
4
4
4
3
4
3
4
3
4
3
3
90
4 4
4
4
4
4
4
4
5
4
5
5
5
4
4
5
4 109
4 4
4
4
4
4
4
4
5
4
5
4
4
4
4
4
5 105
4 3
4
4
4
3
4
4
3
3
3
3
4
3
4
4
3
89
5 4
5
5
5
5
5
5
4
5
4
4
5
5
5
5
4 115
4 4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4 101
4 4
4
4
4
4
4
4
4
4
5
5
5
4
4
5
5 108
4 4
4
4
4
5
4
4
4
5
5
4
5
4
4
5
4 106
4 4
4
4
4
4
4
4
4
4
4
4
4
4
4
5
5 103
4 4
4
4
4
3
4
4
4
3
3
3
3
4
4
3
4
91
4 4
4
4
4
4
4
4
5
4
4
4
4
5
4
4
4 102
5 4
5
5
5
4
5
5
4
4
5
5
4
5
5
5
5 118
4 4
4
4
4
4
4
4
5
4
4
4
5
4
4
5
4 105
4 4
4
4
4
5
4
4
4
5
5
4
4
5
4
4
4 103
5 5
5
5
5
4
5
5
5
4
5
5
5
5
5
5
5 122
4 2
4
4
4
4
4
4
3
4
4
4
4
4
4
4
4
93
4 3
4
4
4
3
4
4
4
3
5
4
4
3
4
3
4
92
3 3
3
3
3
3
3
3
2
3
4
4
3
4
3
3
3
80
115
Universitas Sumatera Utara
21
22
23
24
25
26
27
28
29
30
4
4
3
5
4
4
5
4
5
5
4
4
3
5
5
4
5
4
4
4
4
4
4
4
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
3
5
4
4
5
4
5
5
4
4
4
4
4
4
5
4
4
4
4
3
4
4
4
3
4
4
4
4
4
3
4
4
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
3
4
4
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
4
4
4
5
4
4
4
4
5
3
4
4
3
5
4
4
5
4
4
4
4
4
4
5
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
5
5
3
4
4
4
4
4
5
3
4
4
3
5
4
4
5
4
5
4
5
5
3
4
4
5
5
4
4
3
5
4
3
4
5
5
4
4
4
4
5
4
4
5
4
5
5
4
5
3
4
4
3
5
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
3
5
4
4
5
4
5
5
5
4
3
4
5
3
4
4
5
4
101
101
90
109
105
89
115
101
108
106
116
Universitas Sumatera Utara
Lampiran 3
Sense(X1)
No.
Responden P1 P2 P3 P4
1
4 4 4 4
2
4 4 5 4
3
3 5 4 4
4
5 3 5 4
5
4 5 5 4
6
4 4 3 3
7
5 4 4 5
8
4 4 4 4
9
5 4 5 4
10
5 4 5 4
11
5 4 4 4
12
3 3 3 4
13
4 4 4 3
14
4 4 5 2
15
5 4 4 4
16
4 4 5 4
17
5 4 5 5
18
4 4 4 4
19
3 3 5 4
20
3 3 4 3
Feel(X2)
P5 P6 P7 P8
4 4 5 4
4 4 4 5
3 3 3 4
5 4 4 5
4 4 5 5
4 3 3 3
5 4 4 4
4 4 4 4
2 4 5 4
5 4 4 5
5 4 5 4
3 3 4 3
4 4 4 4
5 3 5 5
5 4 4 4
4 4 4 5
5 2 5 5
4 4 4 4
3 3 4 5
3 3 3 4
Think(X3)
Act(X4)
Relate(X5)
KepuasanPelanggan(Y)
Total
P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 P24 P25
4 4
5
4
5
4
3
4
4
4
4
4
4
4
4
4
5 103
4 4
4
5
4
4
4
2
4
5
5
4
4
5
4
4
4 104
4 4
3
4
4
2
4
3
4
5
4
3
4
3
4
3
3
90
4 5
4
4
4
5
4
4
5
4
5
5
5
4
4
5
4 110
4 4
5
4
4
5
4
4
5
4
5
4
4
4
4
4
5 109
4 4
3
3
4
4
2
3
3
4
3
3
4
3
4
4
3
85
5 5
4
4
5
4
3
5
4
2
4
4
5
5
5
5
4 108
4 4
4
4
2
4
4
4
4
4
4
5
4
4
4
4
4
99
4 5
5
3
4
4
4
4
4
4
5
5
5
4
4
5
5 107
4 5
4
4
4
4
4
5
4
5
5
4
4
4
4
5
4 109
4 4
3
3
5
4
4
4
4
4
4
4
4
5
4
5
5 105
4 3
3
3
4
3
4
3
4
4
3
3
3
4
4
3
4
85
4 4
4
4
3
4
4
4
5
4
4
4
4
5
4
4
4 100
5 4
5
5
5
5
5
4
4
4
5
5
4
5
5
5
5 113
4 5
4
4
4
4
4
4
5
4
4
4
5
4
4
5
4 106
4 4
4
4
4
4
4
5
4
5
5
4
4
5
4
4
4 106
5 5
5
4
5
5
5
4
5
4
5
5
5
5
5
5
5 118
4 4
4
4
4
4
4
4
3
4
4
4
4
4
4
4
4
99
4 4
4
3
4
4
4
3
4
3
5
4
4
3
4
3
4
94
3 3
3
3
3
4
3
3
2
3
4
4
3
4
3
3
3
80
117
Universitas Sumatera Utara
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
4
4
3
5
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
3
5
5
4
5
4
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
4
5
4
5
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
3
5
4
4
5
4
5
5
5
3
4
5
5
4
3
4
3
3
4
4
3
5
4
4
3
5
5
4
3
4
4
4
4
3
4
4
4
4
4
4
3
3
3
4
3
5
5
4
3
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
4
5
4
5
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
4
5
4
4
5
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
5
4
3
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
4
5
4
4
4
3
4
4
5
4
3
3
4
5
4
4
4
4
3
3
4
5
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
2
5
5
4
4
4
4
4
4
4
4
5
4
4
5
4
4
4
4
4
2
5
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
5
3
4
4
3
5
4
4
5
4
3
4
4
4
5
4
4
3
3
4
5
3
4
4
4
4
5
5
3
4
4
4
4
4
4
5
4
5
4
5
3
4
2
4
4
4
5
4
5
3
4
4
3
4
4
4
5
4
4
4
4
4
5
4
4
3
2
4
4
3
4
4
5
4
5
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
4
4
3
5
4
3
4
5
5
4
4
3
4
5
4
4
5
4
4
4
4
4
3
5
4
4
4
5
4
4
5
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
5
3
4
4
3
5
4
4
4
4
4
5
5
4
5
5
4
3
4
4
5
3
4
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
3
5
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
5
4
3
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
103
107
86
113
110
88
112
101
113
110
105
87
102
118
106
106
118
99
94
79
102
106
86
113
118
Universitas Sumatera Utara
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
4
5
4
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
5
4
5
4
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
3
4
4
4
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
5
4
5
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
5
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
4
5
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
4
3
4
4
5
4
3
3
4
5
4
4
4
4
3
3
4
5
4
4
4
3
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
5
4
4
4
4
4
4
4
4
5
4
4
5
4
4
4
4
4
2
5
5
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
3
5
4
4
5
4
3
4
4
4
5
4
4
3
3
4
5
3
4
4
3
5
4
5
3
4
4
4
4
4
4
5
4
5
4
5
3
4
2
4
4
4
5
5
3
4
4
4
4
5
4
4
5
4
4
4
4
4
5
4
4
3
3
4
5
3
4
4
3
5
4
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
4
3
4
5
5
4
4
3
4
5
4
4
5
4
4
4
4
4
3
5
4
3
4
5
4
4
5
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
4
5
4
4
3
5
4
4
4
4
4
5
5
4
5
5
4
3
4
4
5
3
4
4
3
5
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
108
89
114
101
113
110
105
87
102
118
106
106
120
99
94
80
103
107
86
113
110
88
115
101
119
Universitas Sumatera Utara
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
5
5
3
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
5
4
5
4
4
4
4
3
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
5
5
4
3
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
5
5
3
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
5
4
5
4
4
4
4
3
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
5
4
5
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
5
5
4
3
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
4
5
4
5
5
4
3
5
4
5
4
4
5
3
4
5
4
4
3
5
4
3
4
5
3
4
4
5
4
5
4
5
4
3
3
4
5
4
4
4
4
3
3
4
5
4
4
4
3
4
4
5
4
3
3
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
4
4
4
4
4
5
4
4
5
4
4
4
4
4
2
5
5
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
3
4
4
4
5
4
4
3
3
4
5
3
4
4
3
5
4
4
5
4
3
4
4
4
4
5
4
5
4
5
3
4
2
4
4
4
5
5
3
4
4
4
4
4
4
4
5
4
3
4
4
4
5
4
4
3
3
4
5
3
4
4
3
5
4
4
5
4
3
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
5
5
4
3
5
4
4
3
4
5
4
4
5
4
4
4
4
4
3
5
4
3
4
5
5
4
4
3
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
4
5
4
5
5
4
3
4
4
4
4
5
5
4
5
5
4
3
4
4
5
3
4
4
3
5
4
4
4
4
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
5
5
3
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
5
4
5
4
113
110
105
86
102
118
105
106
120
99
94
80
103
107
86
113
110
88
115
101
113
110
105
86
120
Universitas Sumatera Utara
93
94
95
96
97
98
99
100
4
5
5
4
5
4
3
3
4
4
4
4
4
4
3
3
4
5
4
5
5
4
5
4
4
2
4
4
5
4
4
3
4
5
2
4
5
4
3
3
4
4
4
3
4
4
3
4
4
5
4
4
5
4
4
3
4
5
4
5
5
4
5
4
4
5
4
4
5
4
4
3
4
4
5
4
5
4
4
3
4
5
4
4
5
4
4
3
4
5
4
4
4
4
3
3
4
5
4
4
5
4
4
3
4
5
4
4
5
4
4
4
4
5
4
4
5
4
4
3
4
4
4
3
4
4
3
3
5
4
5
4
5
3
4
2
4
4
4
5
2
4
3
5
4
5
4
5
5
4
5
4
4
5
4
4
5
4
4
4
4
4
5
4
5
4
4
3
5
5
4
5
5
4
3
4
4
5
4
4
5
4
4
3
4
5
5
4
5
4
3
3
4
5
4
4
5
4
4
3
102
115
103
103
118
99
94
83
121
Universitas Sumatera Utara
Lampiran 4
Validitas Instrumen
Sense (X1)
Correlations
P1
P1
Pearson Correlation
P2
1
Sig. (2-tailed)
N
P2
Pearson Correlation
Sig. (2-tailed)
N
P3
Total
.190
.000
.314
.004
.000
.000
30
30
30
30
30
.010
.404
*
**
.957
.027
.000
.000
30
.675
1
.000
.506
1.000
.675
**
.830
.664
**
**
30
30
30
Pearson Correlation
.190
.010
1
.281
.190
Sig. (2-tailed)
.314
.957
.132
.314
.002
30
30
30
30
30
**
*
.281
1
**
.004
.027
.132
30
30
30
**
**
.190
.000
.000
.314
.004
30
30
30
30
30
30
**
**
**
**
**
1
Pearson Correlation
N
Pearson Correlation
Sig. (2-tailed)
N
Total
P5
**
30
Sig. (2-tailed)
P5
.675
**
P4
30
N
P4
30
P3
**
Pearson Correlation
Sig. (2-tailed)
N
.506
1.000
.830
.404
.675
.664
30
.543
.506
.543
.755
**
**
.004
.000
30
30
30
**
1
.506
.755
.830
**
.000
.830
.000
.000
.002
.000
.000
30
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).
122
Universitas Sumatera Utara
Feel (X2)
Correlations
P6
P6
Pearson Correlation
P7
1
.410
Sig. (2-tailed)
N
P7
Sig. (2-tailed)
.024
N
P8
.755
**
.000
30
30
30
1
**
.795
**
.000
.002
30
30
30
30
*
**
1
Sig. (2-tailed)
.026
.000
30
30
30
30
**
**
**
1
Sig. (2-tailed)
.755
.548
.000
.621
.000
.002
.000
30
30
30
N
.621
**
.407
Pearson Correlation
.795
.548
Pearson Correlation
N
Total
.407
.026
*
.410
Total
*
.024
30
Pearson Correlation
P8
*
30
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
Think (X3)
Correlations
P9
P9
Pearson Correlation
P10
1
.407
Sig. (2-tailed)
N
P10
P11
Total
Pearson Correlation
Sig. (2-tailed)
N
**
30
30
30
30
*
1
.407
.026
N
.755
.000
Sig. (2-tailed)
Sig. (2-tailed)
1.000
.000
.407
Pearson Correlation
Total
**
.026
Pearson Correlation
N
P11
*
*
.000
30
30
30
**
*
1
.407
**
.026
30
1.000
.621
.755
**
.000
.026
30
30
30
30
**
**
**
1
.755
.621
.000
.755
.000
.000
.000
30
30
30
30
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
123
Universitas Sumatera Utara
Act (X4)
Correlations
P12
P12
Pearson Correlation
P13
1
1.000
Sig. (2-tailed)
N
P13
Pearson Correlation
Sig. (2-tailed)
P14
.755
**
.000
30
30
30
1
*
**
.370
**
.044
.000
30
30
30
30
*
*
1
Sig. (2-tailed)
.044
.044
30
30
30
30
**
**
**
1
Sig. (2-tailed)
.755
.755
.000
.655
.000
.000
.000
30
30
30
N
.655
**
.370
Pearson Correlation
.370
.755
Pearson Correlation
N
Total
.370
.044
.000
N
Total
*
.000
30
1.000
P14
**
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Relate (X5)
Correlations
P15
P15
Pearson Correlation
P16
P16
Pearson Correlation
Sig. (2-tailed)
N
P17
.347
.000
.060
.000
30
30
30
30
**
1
.347
1.000
1.000
.000
.755
.755
**
**
.060
.000
30
30
30
30
Pearson Correlation
.347
.347
1
Sig. (2-tailed)
.060
.060
30
30
30
30
**
**
**
1
N
Total
Total
**
1
Sig. (2-tailed)
N
P17
Pearson Correlation
Sig. (2-tailed)
N
.755
.755
.638
**
.000
.638
.000
.000
.000
30
30
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
124
Universitas Sumatera Utara
Kepuasan Pelanggan (Y)
Correlations
P18
P18
Pearson
P19
1
P20
.520
**
P21
.375
*
P22
.511
**
P23
.750
**
P24
.370
*
P25
.614
**
Total
.364
*
.655
**
Correlation
Sig. (2-tailed)
N
P19
Pearson
30
.520
**
.003
.041
.004
.000
.044
.000
.048
.000
30
30
30
30
30
30
30
30
1
**
*
*
.115
.385
*
**
.616
.448
.382
.494
.553
**
Correlation
Sig. (2-tailed)
N
P20
Pearson
.003
30
.375
*
.000
.013
.037
.544
.036
.005
.002
30
30
30
30
30
30
30
30
**
1
*
.220
.010
.013
.243
.001
.001
.000
30
30
30
30
30
30
.197
**
**
.254
.616
.465
**
.449
.594
**
.581
**
.661
**
Correlation
Sig. (2-tailed)
N
P21
Pearson
.041
.000
30
30
30
**
*
**
.511
.448
.465
1
.470
.823
.720
**
Correlation
Sig. (2-tailed)
N
P22
Pearson
.004
.013
.010
30
30
30
**
*
*
.197
.750
.382
.449
30
.298
.009
.000
.175
.000
30
30
30
30
30
1
**
*
*
.479
.451
.428
.661
**
Correlation
Sig. (2-tailed)
N
P23
Pearson
.000
.037
.013
.298
30
30
30
30
30
**
**
*
.115
.220
.044
.544
.243
.009
.007
30
30
30
30
30
.370
.470
.479
.007
.012
.018
.000
30
30
30
30
1
**
.327
.004
.078
.000
30
30
30
30
**
1
.506
.755
**
Correlation
Sig. (2-tailed)
N
P24
Pearson
.614
**
.385
*
.594
**
.823
**
.451
*
.506
.491
**
.830
**
Correlation
Sig. (2-tailed)
N
P25
Pearson
.000
.036
.001
.000
.012
.004
30
30
30
30
30
30
*
**
**
.254
.428
*
.327
.364
.494
.581
.006
.000
30
30
30
**
1
.491
.663
**
Correlation
Sig. (2-tailed)
N
Total Pearson
.048
.005
.001
.175
.018
.078
.006
30
30
30
30
30
30
30
30
30
**
**
**
**
**
**
**
**
1
.655
.553
.661
.720
.661
.755
.830
.000
.663
Correlation
Sig. (2-tailed)
N
.000
.002
.000
.000
.000
.000
.000
.000
30
30
30
30
30
30
30
30
30
125
Universitas Sumatera Utara
Correlations
P18
P18
Pearson
P19
1
P20
.520
**
P21
.375
*
P22
.511
**
P23
.750
**
P24
.370
*
P25
.614
**
Total
.364
*
.655
**
Correlation
Sig. (2-tailed)
N
P19
Pearson
30
.520
**
.003
.041
.004
.000
.044
.000
.048
.000
30
30
30
30
30
30
30
30
1
**
*
*
.115
.385
*
**
.616
.448
.382
.494
.553
**
Correlation
Sig. (2-tailed)
N
P20
Pearson
.003
30
30
*
**
.375
.616
.000
.013
.037
.544
.036
.005
.002
30
30
30
30
30
30
30
1
**
*
.220
**
**
.010
.013
.243
.001
.001
.000
30
30
30
30
30
30
.197
**
**
.254
.465
.449
.594
.581
.661
**
Correlation
Sig. (2-tailed)
N
P21
Pearson
.041
.000
30
30
30
**
*
**
.511
.448
.465
1
.470
.823
.720
**
Correlation
Sig. (2-tailed)
N
P22
Pearson
.004
.013
.010
30
30
30
**
*
*
.197
.750
.382
.449
30
.298
.009
.000
.175
.000
30
30
30
30
30
1
**
*
*
.479
.451
.428
.661
**
Correlation
Sig. (2-tailed)
N
P23
Pearson
.000
.037
.013
.298
30
30
30
30
30
**
**
.007
.012
.018
.000
30
30
30
30
1
**
.327
.004
.078
.000
30
30
30
1
**
*
.115
.220
.044
.544
.243
.009
.007
30
30
30
30
30
30
**
*
**
**
*
**
.370
.470
.479
.506
.755
**
Correlation
Sig. (2-tailed)
N
P24
Pearson
.614
.385
.594
.823
.451
.506
.491
.830
**
Correlation
Sig. (2-tailed)
N
P25
Pearson
.000
.036
.001
.000
.012
.004
30
30
30
30
30
30
*
**
**
.254
.428
*
.327
.364
.494
.581
.006
.000
30
30
30
**
1
.491
.663
**
Correlation
Sig. (2-tailed)
N
Total Pearson
.048
.005
.001
.175
.018
.078
.006
30
30
30
30
30
30
30
30
30
**
**
**
**
**
**
**
**
1
.655
.553
.661
.720
.661
.755
.830
.000
.663
Correlation
Sig. (2-tailed)
.000
.002
.000
.000
.000
.000
.000
.000
N
30
30
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
30
30
30
30
30
*. Correlation is significant at the 0.05 level (2-tailed).
126
Universitas Sumatera Utara
Lampiran 5
Reliabilitas Instrumen
Sense (X1)
Kepuasan Pelanggan (Y)
Reliability Statistics
Reliability Statistics
Cronbach's
Cronbach's
Alpha
Alpha
N of Items
.824
N of Items
.869
5
8
Feel (X2)
Reliability Statistics
Cronbach's
Alpha
N of Items
.782
3
Think (X3)
Reliability Statistics
Cronbach's
Alpha
N of Items
.778
3
Act (X4)
Reliability Statistics
Cronbach's
Alpha
N of Items
.717
3
Relate (X5)
Reliability Statistics
Cronbach's
Alpha
N of Items
.704
3
127
Universitas Sumatera Utara
Lampiran 6
Eksterior Hotel Soechi Internasional Medan
128
Universitas Sumatera Utara
Front Desk
Hiasan Tradisional di Loby Hotel
Lobi Hotel Soechi Internasional Medan
129
Universitas Sumatera Utara
Responden saat mengisi kuesioner
130
Universitas Sumatera Utara
Suasana Kamar di Hotel Soechi Internasional Medan
Kamar Mandi dengan Fasilitas Bathtub
Fasilitas Kolam Renang
131
Universitas Sumatera Utara
Universitas Sumatera Utara
Lampiran 1
No:
LEMBAR KUESIONER PENELITIAN
Responden yang terhormat,
Sehubungan dengan tugas akhir atau skripsi yang sedang dilakukan dengan
judul penelitian “Analisis Pengaruh Experiential Marketing terhadap Kepuasan
Pelanggan pada Hotel Soechi Internasional Medan”, saya selaku mahasiswa
Program Studi Ilmu Administrasi Niaga/Bisnis Universitas Sumatera Utara
mengharapkan bantuan dari Bapak/Ibu/Saudara/i untuk mengisi beberapa
pernyataan dalam kuesioner ini.
Diharapkan Bapak/Ibu/Saudara/i dapat menjawab kuesioner ini dengan
sejujur-jujurnya dan sebenar-benarnya. Semua informasi yang diperoleh dari
kuesioner ini hanya akan digunakan untuk keperluan penelitian dan untuk
kepentingan akademis. Atas bantuan dan kerja sama Bapak/Ibu/Saudara/i, saya
ucapkan terima kasih.
IDENTITAS RESPONDEN
Petunjuk: Berilah tanda checklist (√) pada jawaban Anda.
1. Jenis kelamin
:
Laki-laki
Perempuan
2. Usia
:
17-25 Tahun
26-35 Tahun
36-45 Tahun
>45 Tahun
3. Pekerjaan
:
Mahasiswa
Pegawai Negeri
Pegawai Swasta
Pegawai BUMN/BUMD
Wiraswasta
Profesi Lainnya
4. Sudah berapa kali Anda menginap di Hotel Soechi Internasional Medan:
1 kali
3 kali
2 kali
> 3 kali
111
Universitas Sumatera Utara
PETUNJUK PENGISIAN KUESIONER
Berikut adalah beberapa pernyataan yang akan Anda isi dengan
membubuhkan tanda checklist (√) pada kotak jawaban yang menurut Anda paling
sesuai. Penelitian ini menggunakan teknik pengukuran dengan Skala Likert
dimana item jawabannya memiliki tingkatan skor dengan ketentuan sebagai
berikut:
SS
= Sangat setuju, diberi skor 5
S
= Setuju, diberi skor 4
KS
= Kurang Setuju, diberi skor 3
TS
= Tidak Setuju, diberi skor 2
STS
= Sangat Tidak Setuju, diberi skor
1. Variabel Experiential Marketing (X)
No
Pernyataan
SS S KS TS STS
A. Sense (X1)
1 Desain interior dan eksterior Hotel Soechi
Internasional Medan menarik
2 Kamar di Hotel Soechi Internasional Medan bersih
dan tertata rapi
3 Cita rasa hidangan sarapan di Hotel Soechi
Internasional Medan lezat
4 Karyawan Hotel Soechi Internasional Medan
berpenampilan rapi dan menarik
5 Ruangan lobi Hotel Soechi Internasional Medan
harum
B. Feel (X2)
6 Pelayanan Hotel Soechi Internasional Medan
menyenangkan
7
Karyawan Hotel Soechi Internasional Medan
bersikap ramah
8
Anda merasa nyaman menginap di Hotel Soechi
Internasional Medan
112
Universitas Sumatera Utara
9
10
11
12
13
14
15
16
17
C. Think (X3)
Lokasi Hotel Soechi Internasional Medan
strategis
Hotel Soechi Internasional Medan menyediakan
beraneka
ragam
menu
makanan
yang
dihidangkan saat sarapan
Hotel Soechi Internasional Medan memiliki merek
dan logo yang menarik
D. Act (X4)
Hotel Soechi Internasional Medan memberikan
pelayanan yang maksimal dalam membersihkan
kamar dan mengganti perlengkapan kamar mandi
setiap hari
Hotel Soechi Internasional Medan menyediakan
fasilitas antar jemput bandara untuk memudahkan
tamu menuju hotel
Hotel Soechi Internasional Medan menyediakan
fasilitas kolam berenang, fitness centre, spa and
sauna, restaurant, pub dan karaoke untuk
menciptakan gaya hidup kepada tamu yang
menginap
E. Relate (X5)
Hotel Soechi Internasional Medan merupakan
tempat yang tepat untuk menginap bersama
keluarga atau teman
Hotel Soechi Internasional Medan merupakan
tempat yang tepat untuk mengadakan acara atau
event
Interaksi antara karyawan Hotel Soechi
Internasional Medan dengan tamu terjalin baik
2. Variabel Kepuasan Pelanggan (Y)
No
Pernyataan
SS S KS TS STS
18 Fasilitas di Hotel Soechi Internasional Medan
memiliki kualitas yang baik
19 Fasilitas di Hotel Soechi Internasional Medan
lengkap
20 Hotel Soechi Internasional Medan memberikan
pelayanan yang baik terhadap tamu
21 Hotel Soechi Internasional Medan memberikan
pelayanan yang cepat dalam penanganan keluhan
dari tamu
22 Anda merasa bangga menginap di Hotel Soechi
Internasional
113
Universitas Sumatera Utara
23
24
25
Harga kamar di Hotel Soechi Internasional Medan
terjangkau
Harga yang ditawarkan Hotel Soechi Internasional
sesuai dengan kepuasan yang didapat
Tidak ada mengeluarkan biaya tambahan untuk
menikmati fasilitas-fasilitas yang ada di Hotel
Soechi Internasional Medan
Terima kasih atas partisipasi Anda
114
Universitas Sumatera Utara
Lampiran 2
No.
Responden
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
P1
4
4
3
5
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
Sense(X1)
P2 P3 P4
4 4 4
4 4 4
3 4 4
5 4 4
5 4 4
4 3 4
5 4 5
4 4 4
4 4 4
4 4 4
4 4 4
3 4 4
4 4 4
4 4 5
4 4 4
4 4 4
4 5 5
4 3 4
3 4 4
3 4 3
Feel(X2)
P5 P6 P7 P8
4 4 4 4
4 4 3 3
3 4 4 4
5 4 4 4
4 4 4 4
4 4 3 3
5 5 4 4
4 4 4 4
5 4 4 4
5 4 4 4
5 4 4 4
3 4 4 4
4 4 4 4
5 5 5 4
5 4 4 4
4 4 4 4
5 5 5 5
4 4 3 2
3 4 4 3
3 3 4 3
Think(X3)
Act(X4)
Relate(X5)
KepuasanPelanggan(Y)
Total
P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 P24 P25
4 4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
5 101
4 3
4
4
4
5
4
4
4
5
5
4
4
5
4
4
4 101
4 4
4
4
4
3
4
4
4
3
4
3
4
3
4
3
3
90
4 4
4
4
4
4
4
4
5
4
5
5
5
4
4
5
4 109
4 4
4
4
4
4
4
4
5
4
5
4
4
4
4
4
5 105
4 3
4
4
4
3
4
4
3
3
3
3
4
3
4
4
3
89
5 4
5
5
5
5
5
5
4
5
4
4
5
5
5
5
4 115
4 4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4 101
4 4
4
4
4
4
4
4
4
4
5
5
5
4
4
5
5 108
4 4
4
4
4
5
4
4
4
5
5
4
5
4
4
5
4 106
4 4
4
4
4
4
4
4
4
4
4
4
4
4
4
5
5 103
4 4
4
4
4
3
4
4
4
3
3
3
3
4
4
3
4
91
4 4
4
4
4
4
4
4
5
4
4
4
4
5
4
4
4 102
5 4
5
5
5
4
5
5
4
4
5
5
4
5
5
5
5 118
4 4
4
4
4
4
4
4
5
4
4
4
5
4
4
5
4 105
4 4
4
4
4
5
4
4
4
5
5
4
4
5
4
4
4 103
5 5
5
5
5
4
5
5
5
4
5
5
5
5
5
5
5 122
4 2
4
4
4
4
4
4
3
4
4
4
4
4
4
4
4
93
4 3
4
4
4
3
4
4
4
3
5
4
4
3
4
3
4
92
3 3
3
3
3
3
3
3
2
3
4
4
3
4
3
3
3
80
115
Universitas Sumatera Utara
21
22
23
24
25
26
27
28
29
30
4
4
3
5
4
4
5
4
5
5
4
4
3
5
5
4
5
4
4
4
4
4
4
4
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
3
5
4
4
5
4
5
5
4
4
4
4
4
4
5
4
4
4
4
3
4
4
4
3
4
4
4
4
4
3
4
4
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
3
4
4
4
3
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
4
4
4
5
4
4
4
4
5
3
4
4
3
5
4
4
5
4
4
4
4
4
4
5
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
5
5
3
4
4
4
4
4
5
3
4
4
3
5
4
4
5
4
5
4
5
5
3
4
4
5
5
4
4
3
5
4
3
4
5
5
4
4
4
4
5
4
4
5
4
5
5
4
5
3
4
4
3
5
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
3
5
4
4
5
4
5
5
5
4
3
4
5
3
4
4
5
4
101
101
90
109
105
89
115
101
108
106
116
Universitas Sumatera Utara
Lampiran 3
Sense(X1)
No.
Responden P1 P2 P3 P4
1
4 4 4 4
2
4 4 5 4
3
3 5 4 4
4
5 3 5 4
5
4 5 5 4
6
4 4 3 3
7
5 4 4 5
8
4 4 4 4
9
5 4 5 4
10
5 4 5 4
11
5 4 4 4
12
3 3 3 4
13
4 4 4 3
14
4 4 5 2
15
5 4 4 4
16
4 4 5 4
17
5 4 5 5
18
4 4 4 4
19
3 3 5 4
20
3 3 4 3
Feel(X2)
P5 P6 P7 P8
4 4 5 4
4 4 4 5
3 3 3 4
5 4 4 5
4 4 5 5
4 3 3 3
5 4 4 4
4 4 4 4
2 4 5 4
5 4 4 5
5 4 5 4
3 3 4 3
4 4 4 4
5 3 5 5
5 4 4 4
4 4 4 5
5 2 5 5
4 4 4 4
3 3 4 5
3 3 3 4
Think(X3)
Act(X4)
Relate(X5)
KepuasanPelanggan(Y)
Total
P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 P24 P25
4 4
5
4
5
4
3
4
4
4
4
4
4
4
4
4
5 103
4 4
4
5
4
4
4
2
4
5
5
4
4
5
4
4
4 104
4 4
3
4
4
2
4
3
4
5
4
3
4
3
4
3
3
90
4 5
4
4
4
5
4
4
5
4
5
5
5
4
4
5
4 110
4 4
5
4
4
5
4
4
5
4
5
4
4
4
4
4
5 109
4 4
3
3
4
4
2
3
3
4
3
3
4
3
4
4
3
85
5 5
4
4
5
4
3
5
4
2
4
4
5
5
5
5
4 108
4 4
4
4
2
4
4
4
4
4
4
5
4
4
4
4
4
99
4 5
5
3
4
4
4
4
4
4
5
5
5
4
4
5
5 107
4 5
4
4
4
4
4
5
4
5
5
4
4
4
4
5
4 109
4 4
3
3
5
4
4
4
4
4
4
4
4
5
4
5
5 105
4 3
3
3
4
3
4
3
4
4
3
3
3
4
4
3
4
85
4 4
4
4
3
4
4
4
5
4
4
4
4
5
4
4
4 100
5 4
5
5
5
5
5
4
4
4
5
5
4
5
5
5
5 113
4 5
4
4
4
4
4
4
5
4
4
4
5
4
4
5
4 106
4 4
4
4
4
4
4
5
4
5
5
4
4
5
4
4
4 106
5 5
5
4
5
5
5
4
5
4
5
5
5
5
5
5
5 118
4 4
4
4
4
4
4
4
3
4
4
4
4
4
4
4
4
99
4 4
4
3
4
4
4
3
4
3
5
4
4
3
4
3
4
94
3 3
3
3
3
4
3
3
2
3
4
4
3
4
3
3
3
80
117
Universitas Sumatera Utara
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
4
4
3
5
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
3
5
5
4
5
4
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
4
5
4
5
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
3
5
4
4
5
4
5
5
5
3
4
5
5
4
3
4
3
3
4
4
3
5
4
4
3
5
5
4
3
4
4
4
4
3
4
4
4
4
4
4
3
3
3
4
3
5
5
4
3
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
4
5
4
5
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
4
5
4
4
5
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
5
4
3
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
4
5
4
4
4
3
4
4
5
4
3
3
4
5
4
4
4
4
3
3
4
5
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
2
5
5
4
4
4
4
4
4
4
4
5
4
4
5
4
4
4
4
4
2
5
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
5
3
4
4
3
5
4
4
5
4
3
4
4
4
5
4
4
3
3
4
5
3
4
4
4
4
5
5
3
4
4
4
4
4
4
5
4
5
4
5
3
4
2
4
4
4
5
4
5
3
4
4
3
4
4
4
5
4
4
4
4
4
5
4
4
3
2
4
4
3
4
4
5
4
5
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
4
4
3
5
4
3
4
5
5
4
4
3
4
5
4
4
5
4
4
4
4
4
3
5
4
4
4
5
4
4
5
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
5
3
4
4
3
5
4
4
4
4
4
5
5
4
5
5
4
3
4
4
5
3
4
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
3
5
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
5
4
3
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
103
107
86
113
110
88
112
101
113
110
105
87
102
118
106
106
118
99
94
79
102
106
86
113
118
Universitas Sumatera Utara
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
4
5
4
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
5
4
5
4
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
3
4
4
4
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
5
4
5
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
5
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
4
5
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
4
3
4
4
5
4
3
3
4
5
4
4
4
4
3
3
4
5
4
4
4
3
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
5
4
4
4
4
4
4
4
4
5
4
4
5
4
4
4
4
4
2
5
5
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
3
5
4
4
5
4
3
4
4
4
5
4
4
3
3
4
5
3
4
4
3
5
4
5
3
4
4
4
4
4
4
5
4
5
4
5
3
4
2
4
4
4
5
5
3
4
4
4
4
5
4
4
5
4
4
4
4
4
5
4
4
3
3
4
5
3
4
4
3
5
4
5
3
4
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
4
3
4
5
5
4
4
3
4
5
4
4
5
4
4
4
4
4
3
5
4
3
4
5
4
4
5
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
4
5
4
4
3
5
4
4
4
4
4
5
5
4
5
5
4
3
4
4
5
3
4
4
3
5
4
4
4
5
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
5
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
3
4
4
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
108
89
114
101
113
110
105
87
102
118
106
106
120
99
94
80
103
107
86
113
110
88
115
101
119
Universitas Sumatera Utara
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
5
5
3
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
5
4
5
4
4
4
4
3
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
5
5
4
3
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
5
5
3
4
4
4
3
4
4
4
4
4
4
3
3
4
4
3
5
5
4
5
4
4
4
4
3
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
5
4
5
4
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
5
5
4
3
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
4
5
4
5
5
4
3
5
4
5
4
4
5
3
4
5
4
4
3
5
4
3
4
5
3
4
4
5
4
5
4
5
4
3
3
4
5
4
4
4
4
3
3
4
5
4
4
4
3
4
4
5
4
3
3
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
4
4
4
4
4
5
4
4
5
4
4
4
4
4
2
5
5
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
3
4
4
4
5
4
4
3
3
4
5
3
4
4
3
5
4
4
5
4
3
4
4
4
4
5
4
5
4
5
3
4
2
4
4
4
5
5
3
4
4
4
4
4
4
4
5
4
3
4
4
4
5
4
4
3
3
4
5
3
4
4
3
5
4
4
5
4
3
5
5
4
3
4
5
4
5
5
4
5
4
4
5
4
5
5
3
4
4
5
5
4
3
5
4
4
3
4
5
4
4
5
4
4
4
4
4
3
5
4
3
4
5
5
4
4
3
5
5
4
3
4
4
5
4
5
4
4
3
4
4
4
5
4
4
5
4
5
5
4
3
4
4
4
4
5
5
4
5
5
4
3
4
4
5
3
4
4
3
5
4
4
4
4
4
4
4
4
4
4
5
4
4
5
4
4
3
4
4
4
4
4
4
5
4
4
4
4
4
5
5
5
3
4
5
5
4
5
4
3
3
4
4
3
5
4
4
5
4
5
5
5
3
5
4
5
4
4
5
4
4
5
4
4
3
5
4
3
4
5
3
4
4
5
4
5
4
113
110
105
86
102
118
105
106
120
99
94
80
103
107
86
113
110
88
115
101
113
110
105
86
120
Universitas Sumatera Utara
93
94
95
96
97
98
99
100
4
5
5
4
5
4
3
3
4
4
4
4
4
4
3
3
4
5
4
5
5
4
5
4
4
2
4
4
5
4
4
3
4
5
2
4
5
4
3
3
4
4
4
3
4
4
3
4
4
5
4
4
5
4
4
3
4
5
4
5
5
4
5
4
4
5
4
4
5
4
4
3
4
4
5
4
5
4
4
3
4
5
4
4
5
4
4
3
4
5
4
4
4
4
3
3
4
5
4
4
5
4
4
3
4
5
4
4
5
4
4
4
4
5
4
4
5
4
4
3
4
4
4
3
4
4
3
3
5
4
5
4
5
3
4
2
4
4
4
5
2
4
3
5
4
5
4
5
5
4
5
4
4
5
4
4
5
4
4
4
4
4
5
4
5
4
4
3
5
5
4
5
5
4
3
4
4
5
4
4
5
4
4
3
4
5
5
4
5
4
3
3
4
5
4
4
5
4
4
3
102
115
103
103
118
99
94
83
121
Universitas Sumatera Utara
Lampiran 4
Validitas Instrumen
Sense (X1)
Correlations
P1
P1
Pearson Correlation
P2
1
Sig. (2-tailed)
N
P2
Pearson Correlation
Sig. (2-tailed)
N
P3
Total
.190
.000
.314
.004
.000
.000
30
30
30
30
30
.010
.404
*
**
.957
.027
.000
.000
30
.675
1
.000
.506
1.000
.675
**
.830
.664
**
**
30
30
30
Pearson Correlation
.190
.010
1
.281
.190
Sig. (2-tailed)
.314
.957
.132
.314
.002
30
30
30
30
30
**
*
.281
1
**
.004
.027
.132
30
30
30
**
**
.190
.000
.000
.314
.004
30
30
30
30
30
30
**
**
**
**
**
1
Pearson Correlation
N
Pearson Correlation
Sig. (2-tailed)
N
Total
P5
**
30
Sig. (2-tailed)
P5
.675
**
P4
30
N
P4
30
P3
**
Pearson Correlation
Sig. (2-tailed)
N
.506
1.000
.830
.404
.675
.664
30
.543
.506
.543
.755
**
**
.004
.000
30
30
30
**
1
.506
.755
.830
**
.000
.830
.000
.000
.002
.000
.000
30
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).
122
Universitas Sumatera Utara
Feel (X2)
Correlations
P6
P6
Pearson Correlation
P7
1
.410
Sig. (2-tailed)
N
P7
Sig. (2-tailed)
.024
N
P8
.755
**
.000
30
30
30
1
**
.795
**
.000
.002
30
30
30
30
*
**
1
Sig. (2-tailed)
.026
.000
30
30
30
30
**
**
**
1
Sig. (2-tailed)
.755
.548
.000
.621
.000
.002
.000
30
30
30
N
.621
**
.407
Pearson Correlation
.795
.548
Pearson Correlation
N
Total
.407
.026
*
.410
Total
*
.024
30
Pearson Correlation
P8
*
30
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
Think (X3)
Correlations
P9
P9
Pearson Correlation
P10
1
.407
Sig. (2-tailed)
N
P10
P11
Total
Pearson Correlation
Sig. (2-tailed)
N
**
30
30
30
30
*
1
.407
.026
N
.755
.000
Sig. (2-tailed)
Sig. (2-tailed)
1.000
.000
.407
Pearson Correlation
Total
**
.026
Pearson Correlation
N
P11
*
*
.000
30
30
30
**
*
1
.407
**
.026
30
1.000
.621
.755
**
.000
.026
30
30
30
30
**
**
**
1
.755
.621
.000
.755
.000
.000
.000
30
30
30
30
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
123
Universitas Sumatera Utara
Act (X4)
Correlations
P12
P12
Pearson Correlation
P13
1
1.000
Sig. (2-tailed)
N
P13
Pearson Correlation
Sig. (2-tailed)
P14
.755
**
.000
30
30
30
1
*
**
.370
**
.044
.000
30
30
30
30
*
*
1
Sig. (2-tailed)
.044
.044
30
30
30
30
**
**
**
1
Sig. (2-tailed)
.755
.755
.000
.655
.000
.000
.000
30
30
30
N
.655
**
.370
Pearson Correlation
.370
.755
Pearson Correlation
N
Total
.370
.044
.000
N
Total
*
.000
30
1.000
P14
**
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Relate (X5)
Correlations
P15
P15
Pearson Correlation
P16
P16
Pearson Correlation
Sig. (2-tailed)
N
P17
.347
.000
.060
.000
30
30
30
30
**
1
.347
1.000
1.000
.000
.755
.755
**
**
.060
.000
30
30
30
30
Pearson Correlation
.347
.347
1
Sig. (2-tailed)
.060
.060
30
30
30
30
**
**
**
1
N
Total
Total
**
1
Sig. (2-tailed)
N
P17
Pearson Correlation
Sig. (2-tailed)
N
.755
.755
.638
**
.000
.638
.000
.000
.000
30
30
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
124
Universitas Sumatera Utara
Kepuasan Pelanggan (Y)
Correlations
P18
P18
Pearson
P19
1
P20
.520
**
P21
.375
*
P22
.511
**
P23
.750
**
P24
.370
*
P25
.614
**
Total
.364
*
.655
**
Correlation
Sig. (2-tailed)
N
P19
Pearson
30
.520
**
.003
.041
.004
.000
.044
.000
.048
.000
30
30
30
30
30
30
30
30
1
**
*
*
.115
.385
*
**
.616
.448
.382
.494
.553
**
Correlation
Sig. (2-tailed)
N
P20
Pearson
.003
30
.375
*
.000
.013
.037
.544
.036
.005
.002
30
30
30
30
30
30
30
30
**
1
*
.220
.010
.013
.243
.001
.001
.000
30
30
30
30
30
30
.197
**
**
.254
.616
.465
**
.449
.594
**
.581
**
.661
**
Correlation
Sig. (2-tailed)
N
P21
Pearson
.041
.000
30
30
30
**
*
**
.511
.448
.465
1
.470
.823
.720
**
Correlation
Sig. (2-tailed)
N
P22
Pearson
.004
.013
.010
30
30
30
**
*
*
.197
.750
.382
.449
30
.298
.009
.000
.175
.000
30
30
30
30
30
1
**
*
*
.479
.451
.428
.661
**
Correlation
Sig. (2-tailed)
N
P23
Pearson
.000
.037
.013
.298
30
30
30
30
30
**
**
*
.115
.220
.044
.544
.243
.009
.007
30
30
30
30
30
.370
.470
.479
.007
.012
.018
.000
30
30
30
30
1
**
.327
.004
.078
.000
30
30
30
30
**
1
.506
.755
**
Correlation
Sig. (2-tailed)
N
P24
Pearson
.614
**
.385
*
.594
**
.823
**
.451
*
.506
.491
**
.830
**
Correlation
Sig. (2-tailed)
N
P25
Pearson
.000
.036
.001
.000
.012
.004
30
30
30
30
30
30
*
**
**
.254
.428
*
.327
.364
.494
.581
.006
.000
30
30
30
**
1
.491
.663
**
Correlation
Sig. (2-tailed)
N
Total Pearson
.048
.005
.001
.175
.018
.078
.006
30
30
30
30
30
30
30
30
30
**
**
**
**
**
**
**
**
1
.655
.553
.661
.720
.661
.755
.830
.000
.663
Correlation
Sig. (2-tailed)
N
.000
.002
.000
.000
.000
.000
.000
.000
30
30
30
30
30
30
30
30
30
125
Universitas Sumatera Utara
Correlations
P18
P18
Pearson
P19
1
P20
.520
**
P21
.375
*
P22
.511
**
P23
.750
**
P24
.370
*
P25
.614
**
Total
.364
*
.655
**
Correlation
Sig. (2-tailed)
N
P19
Pearson
30
.520
**
.003
.041
.004
.000
.044
.000
.048
.000
30
30
30
30
30
30
30
30
1
**
*
*
.115
.385
*
**
.616
.448
.382
.494
.553
**
Correlation
Sig. (2-tailed)
N
P20
Pearson
.003
30
30
*
**
.375
.616
.000
.013
.037
.544
.036
.005
.002
30
30
30
30
30
30
30
1
**
*
.220
**
**
.010
.013
.243
.001
.001
.000
30
30
30
30
30
30
.197
**
**
.254
.465
.449
.594
.581
.661
**
Correlation
Sig. (2-tailed)
N
P21
Pearson
.041
.000
30
30
30
**
*
**
.511
.448
.465
1
.470
.823
.720
**
Correlation
Sig. (2-tailed)
N
P22
Pearson
.004
.013
.010
30
30
30
**
*
*
.197
.750
.382
.449
30
.298
.009
.000
.175
.000
30
30
30
30
30
1
**
*
*
.479
.451
.428
.661
**
Correlation
Sig. (2-tailed)
N
P23
Pearson
.000
.037
.013
.298
30
30
30
30
30
**
**
.007
.012
.018
.000
30
30
30
30
1
**
.327
.004
.078
.000
30
30
30
1
**
*
.115
.220
.044
.544
.243
.009
.007
30
30
30
30
30
30
**
*
**
**
*
**
.370
.470
.479
.506
.755
**
Correlation
Sig. (2-tailed)
N
P24
Pearson
.614
.385
.594
.823
.451
.506
.491
.830
**
Correlation
Sig. (2-tailed)
N
P25
Pearson
.000
.036
.001
.000
.012
.004
30
30
30
30
30
30
*
**
**
.254
.428
*
.327
.364
.494
.581
.006
.000
30
30
30
**
1
.491
.663
**
Correlation
Sig. (2-tailed)
N
Total Pearson
.048
.005
.001
.175
.018
.078
.006
30
30
30
30
30
30
30
30
30
**
**
**
**
**
**
**
**
1
.655
.553
.661
.720
.661
.755
.830
.000
.663
Correlation
Sig. (2-tailed)
.000
.002
.000
.000
.000
.000
.000
.000
N
30
30
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
30
30
30
30
30
*. Correlation is significant at the 0.05 level (2-tailed).
126
Universitas Sumatera Utara
Lampiran 5
Reliabilitas Instrumen
Sense (X1)
Kepuasan Pelanggan (Y)
Reliability Statistics
Reliability Statistics
Cronbach's
Cronbach's
Alpha
Alpha
N of Items
.824
N of Items
.869
5
8
Feel (X2)
Reliability Statistics
Cronbach's
Alpha
N of Items
.782
3
Think (X3)
Reliability Statistics
Cronbach's
Alpha
N of Items
.778
3
Act (X4)
Reliability Statistics
Cronbach's
Alpha
N of Items
.717
3
Relate (X5)
Reliability Statistics
Cronbach's
Alpha
N of Items
.704
3
127
Universitas Sumatera Utara
Lampiran 6
Eksterior Hotel Soechi Internasional Medan
128
Universitas Sumatera Utara
Front Desk
Hiasan Tradisional di Loby Hotel
Lobi Hotel Soechi Internasional Medan
129
Universitas Sumatera Utara
Responden saat mengisi kuesioner
130
Universitas Sumatera Utara
Suasana Kamar di Hotel Soechi Internasional Medan
Kamar Mandi dengan Fasilitas Bathtub
Fasilitas Kolam Renang
131
Universitas Sumatera Utara