Pengaruh Pelayanan Prima Terhadap Loyalitas Konsumen (Studi Kasus Pada Usaha Pangkas Exclusive di Jalan Karya Wisata, Medan)
KUESIONER PENELITIAN
Pengaruh Pelayanan Prima Terhadap Loyalitas Konsumen
(Studi Kasus Pada Usaha Pangkas Exclusive di Jalan Karya Wisata,
Medan)
1.
Identitas Responden
Berilah tanda (√) pada salah satu pilihan jawaban dan tuliskan
jawaban singkat jika jawaban anda tidak tersedia pada pilihan
jawaban dalam kuesioner ini.
IDENTITAS RESPONDEN
1
Nomor responden
:
2
Nama
3
Usia
:
4
Pekerjaan
: [ ] Pelajar/Mahasiswa
:
[ ] Pegawai Negeri Sipil
[ ] Tidak/Belum Bekerja
[ ] Karyawan Swasta
[ ] Lainnya……
2.
Petunjuk Pengisian
Dibawah ini terdapat sejumlah pernyataan-pernyataan yang
berkaitan dengan “Pengaruh Pelayanan Prima Terhadap Loyalitas
Konsumen (Studi Kasus Pada Usaha Pangkas Exclusive di Jalan
Karya Wisata, Medan)”, berilah tanda (√) pada pernyataan yang
sesuai dengan pandangan anda.
Adapun pilihan jawabannyaadalah:
SS
: Sangat Setuju
S
: Setuju
N
: Netral
TS
: Tidak Setuju
STS
: Sangat Tidak Setuju
Universitas Sumatera Utara
Pelayanan Prima
No
Pernyataan
SS S N TS STS
Reliabilitas
1
Pemangkas memiliki konsistensi dalam memangkas
konsumen
2
Pemangkas di exclusive memiliki keandalan dalam
memangkas konsumen
3
Pangkas exclusive selalu buka dan tutup tepat waktu
Daya tanggap
4
Pemangkas di pangkas exclusive dapat memangkas
sesuai dengan keinginan konsumen
5
Pemangkas memberikan treatmen (Pijat,dll) lebih
kepada konsumen
6
Pemangkas memahami trend rambut terbaru
Jaminan
7
Pangkas exclusive memberikan potongan harga jika
konsumen merasa tidak puas
8
Pangkas exclusive memberikan jaminan cuci rambut
gratis bagi konsumen yang tidak merasa puas
9
Jika terjadi kecelakaan kerja pihak pangkas
exclusive akan menanggung biaya pengobatan
Empati
10 Konsumen tertarik datang karena pemangkasnya rapi
11 Konsumen tertarik datang ke pangkas exclusive
karena pemangkasnya ramah
12 Konsumen tertarik karena lokasi pangkas exclusive
mudah dijangkau
Bukti Fisik
13 Peralatan pangkas yang digunakan dalam keadaan
baik
14 Ruangan pangkas terasa nyaman
15 Jumlah pemangkas mencukupi, sehingga tidak ada
konsumen yang menunggu lama
Universitas Sumatera Utara
Loyalitas Konsumen
No
Pernyataan
Transaksi Ulang
16 Anda memutuskan untuk potong rambut kembali di
pangkas exclusive karena hasilnya bagus
17 Anda tertarik untuk potong rambut kembali di
pangkas exclusive karena harganya terjangkau
18 Anda tertarik untuk potong rambut kembali di
pangkas exclusive karena suasana tempat pangkas
terasa nyaman
Merekomendasikan pada orang lain
19 Anda merekomendasikan pangkas exclusive karena
hasil pangkasnya bagus
20 Anda merekomendasikan pangkas exclusive karena
fasilitas yang lengkap
21 Anda merekomendasikan pangkas exclusive kepada
orang lain karena harga sesuai dengan pelayanan
yang diberikan
Menggunakan jasa layanan tambahan
22 Setiap kali pangkas di pangkas exclusive anda
menggunakan layanan tambahan berupa pijat
23 Setiap kali pangkas di pangkas exclusive anda
menggunakan layanan tambahan berupa keramas
(cuci rambut)
24 Setiap kali pangkas di pangkas exclusive anda
menggunakan layanan tambahan berupa cat rambut
Tidak terpengaruh tawaran pesaing
25 Anda tidak tertarik pangkas di tempat lain karena
pangkas yang lain tidak memberikan layanan
tambahan yang lengkap
26 Anda tidak tertarik pangas di tempat lain karena
sudah kenal baik dengan pemangkasnya
27 Anda tidak tertarik pangkas di tempat lain karena
pangkas yang lain tidak menyediakan fasilitas yang
lengkap
SS S N TS STS
Universitas Sumatera Utara
Lampiran 4. Hasil Uji Validitas dan Reliabilitas
Correlations
Correlations
PP1
PP1
Pearson Correlation
1
PP2
PP3
PP4
PP5
.519**
1.000*
.448**
.444**
PP6
.210
PP7
PP8
.519**
1.000*
*
Sig. (2-tailed)
N
PP2
Pearson Correlation
40
.519**
PP9 PP10 PP11 PP12 PP13 PP14 PP15 PP16 PP17 PP18 PP19 PP20 PP21 PP22 PP23 PP24 PP25 PP26
.429**
.284
.287
.210
.090
.242 -.017
.006
.076
.073
.193
.583
.132
40
40
40
.444**
.004
.210
.429**
.127
.193
.006
.433
.249
.429**
.090
.242 -.017
.122
.006
.583
.132
40
PP27
PPTotal
.248
.444**
.210
.713**
.122
.004
.193
.000
*
.001
.000
.004
.004
40
40
40
40
1 .519** -.012
.311
.193
.001
.000
40
40
40
.123 1.000* .519**
.917
.917
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.262 .625** .649**
.123
.127 .315*
.123
.311
.123
.262
.228
.225
.262
.127 .315*
.123
.121
.311
.123
.584**
.000
*
Sig. (2-tailed)
N
PP3
Pearson Correlation
.001
40
40
1.000* .519**
.001
.942
.051
.449
.000
.001
.102
.000
.000
.449
.434
.047
.449
.051
.449
.102
.157
.162
.102
.434
.047
.449
.457
.051
.449
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.210 .519** 1.000* .429**
.284
.287
.210
.090
.242 -.017 .444**
.210 .429**
.127
.249 .429**
.090
.242 -.017
.248 .444**
.210
.713**
1 .448** .444**
*
Sig. (2-tailed)
N
PP4
Pearson Correlation
Sig. (2-tailed)
N
PP5
Pearson Correlation
*
.000
.001
40
40
40
.448**
-.012
.448**
.004
.942
.004
40
40
40
40
.311
.444**
.527**
.444**
.004
.004
.193
.001
.000
.006
.076
.073
.193
.583
.132
.917
.004
.193
.006
.433
.122
.006
.583
.132
.917
.122
.004
.193
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1
.527**
.309 -.012
.448**
.334*
.072
.082
.309
.165
.024
.094
.527**
.309
.334*
-.139
.192
.334*
.165
.024
.094
.228
.527**
.309
.494**
.000
.052
.942
.004
.035
.659
.617
.052
.309
.885
.563
.000
.052
.035
.393
.235
.035
.309
.885
.563
.157
.000
.052
.001
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1
.352*
.311
.444**
.019
.340*
.348*
.352*
.274
.352*
1.000*
.352*
.274
.352*
.191
1.000*
.352*
.541**
.190
.019
.021 -.109
.019
.190
*
Sig. (2-tailed)
N
PP6
Pearson Correlation
.004
.051
.004
.000
40
40
40
40
40
.309
.352*
.210
.123
.210
.026
.051
.004
.906
.032
.028
.026
.240
.088
.026
.000
.026
.906
.898
.502
.906
.240
.088
.026
.237
.000
.026
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.253
1.000*
.270
.483**
.283
.352*
1.000*
.283
.137
.352*
1.000**
.480**
.077
.398
.026
.000
.002
1
.123
.210
.023
.230
*
Sig. (2-tailed)
N
PP7
Pearson Correlation
*
.193
.449
.193
.052
.026
.449
.193
40
40
40
40
40
40
.519** 1.000* .519** -.012
.311
.123
40
1 .519**
40
.449
.887
.153
.115
40
40
.000
.023
.172 -.013
.023
.270
.483**
.887
.289
.887
.092
.002
40
*
.092
.002
40
.077
.026
.000
.934
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.262 .625** .649**
.123
.127 .315*
.123
.311
.123
.262
.228
.225
.262
.127 .315*
.123
.121
.311
.123
.584**
.001
.102
.449
.434
.047
.449
.051
.449
.102
.157
.162
.102
.434
.047
.449
.457
.051
.449
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1 .429**
.284
.287
.210
.090
.210 .429**
.127
.249 .429**
.090
.248 .444**
.210
.713**
*
Sig. (2-tailed)
N
PP8
Pearson Correlation
.001
.000
.001
.942
.051
40
40
40
40
40
1.000* .519** 1.000* .448** .444**
*
40
40
.210 .519**
.000
.000
.242 -.017 .444**
.242 -.017
*
Universitas Sumatera Utara
Sig. (2-tailed)
N
PP9
Pearson Correlation
.000
40
.001
.000
.004
40
40
.004
.193
.001
.076
.073
.193
.583
.132
.917
.004
.193
.006
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.262 .429** .334*
.019
.023
.262 .429**
1
.117
.125
.023
.118
.170
.133
.019
.023 1.000*
.006
.102
.035
.906
.887
.102
.471
.444
.887
.470
.294
.414
.906
.887
40
40
40
40
40
40
.429**
40
.006
.433
.122
.006
40
40
40
40
40
.280 .910** 1.000*
.118
.170
.470
.294
.414
40
*
Sig. (2-tailed)
N
PP10
.122
.004
.193
.000
40
40
40
40
40
.133 .475**
.019
.023
.713**
.002
.906
.887
.000
40
*
.000
.080
40
.000
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.284
.072 .340*
.230 .625**
.284
.117
1 .969**
.230
.134
.034
.134 .340*
.230
.117 -.035
.180
.117
.134
.034
.134 -.017 .340*
.230
.455**
Sig. (2-tailed)
.076
.000
.076
.659
.032
.153
.000
.076
.471
.000
.153
.409
.837
.409
.032
.153
.471
.267
.471
.409
.837
.409
.153
.003
40
40
40
40
40
.917
.032
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.287 .649**
.287
.082 .348*
.253 .649**
.287
.125 .969**
1
.253
.106
.063
.157 .348*
.253
.125
.037
.190
.125
.106
.063
.157
.011 .348*
.253
.477**
Sig. (2-tailed)
.073
.000
.073
.617
.028
.115
.000
.073
.444
.000
.115
.516
.698
.334
.028
.115
.444
.823
.240
.444
.516
.698
.334
.947
.028
.115
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.309
.352*
1.000*
.270
.483**
.283
.352*
1.000*
.283
.137
.352*
1.000**
.480**
.077
.398
.026
.000
.002
Pearson Correlation
.210
.123
.210
.123
.210
40
.831
Pearson Correlation
.023
.230
40
.253
1
*
Sig. (2-tailed)
N
PP13
.917
.284 .625**
N
PP12
.006
.132
Pearson Correlation
N
PP11
.006
.583
Pearson Correlation
.193
.449
.193
.052
.026
.000
.023
.172 -.013
.023
.270
.483**
.887
.289
.887
.092
.002
40
40
40
40
40
40
40
40
.118 1.000* .429**
.270
.062
.190
.270
.373*
.018
*
.449
.193
.887
.153
.115
40
40
40
40
40
40
40
40
40
40
40
40
.090
.127
.090
.165
.190
.270
.127
.090
.118
.134
.106
.270
.092
.002
.077
.026
.000
.934
40
40
40
40
40
40
40
40
1 .429**
.270
.190
.270
.118
.240
.024
*
Sig. (2-tailed)
N
PP14
Pearson Correlation
.583
.434
.583
.309
.240
.092
.434
.583
.470
.409
.516
.092
40
40
40
40
40
40
40
40
40
40
40
40
.242 .315*
.242
.024
.274 .483** .315*
.242
.170
.034
40
.063 .483** .429**
.006
.092
.240
.092
.470
.136
.885
.470
.000
.006
.092
.706
.240
.092
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.170 .445**
.118
.170 .429** 1.000* .483**
.274
.274
.483**
.538**
.000
1 .483**
.274 .483**
*
Sig. (2-tailed)
N
PP15
Pearson Correlation
.132
.047
.132
.885
.088
.002
.047
.132
.294
.837
.698
.002
.006
40
40
40
40
40
40
40
40
40
40
40
40
40
.094 .352*
.283
.123 -.017
.133
.134
.157
.283
-.017
.123 -.017
40
.270 .483**
.002
.088
.002
.294
.004
.469
.294
.006
.000
.002
.087
.088
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1 .352*
.283
.133
.172
.094
.133
.270 .483** 1.000* .393* .352*
.283
.398*
.011
*
Sig. (2-tailed)
N
PP16
Pearson Correlation
.917
.449
.917
.563
.026
.077
.449
.917
.414
.409
.334
.077
.092
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.019 .340* .348* .352*
.190
.444**
.311 .444** .527** 1.000* .352*
.311 .444**
40
.274 .352*
.026
.077
.414
.289
.563
.414
.092
.002
.000
.012
.026
.077
40
40
40
40
40
40
40
40
40
40
40
40
40
1 .352*
.019
.021 -.109
.019
.190
.191 1.000*
.352*
.541**
.274 .352*
*
Sig. (2-tailed)
N
PP17
Pearson Correlation
*
.004
.051
.004
.000
.000
.026
.051
.004
.906
.032
.028
.026
.240
.088
.026
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.309
.352*
1.000*
.253
1.000*
.270
.483**
.283
.352*
.092
.002
.077
.026
.210
.123
.210
.123
.210
.023
.230
*
Sig. (2-tailed)
.193
.449
.193
.052
.026
.000
.026
.906
.898
.502
.906
.240
.088
.026
.237
.000
.026
.000
40
40
40
40
40
40
40
40
40
40
40
40
.283
.137
.352*
1.000**
.480**
.077
.398
.026
.000
.002
1
.023
.172 -.013
.023
.270
.483**
.887
.289
.887
.092
.002
*
.449
.193
.887
.153
.115
.000
.934
Universitas Sumatera Utara
N
PP18
Pearson Correlation
40
.429**
40
40
40
.262
.429**
.334*
40
.019
40
.023
40
40
40
.262
.429**
1.000*
40
.117
40
.125
40
.023
40
.118
40
.170
40
.133
40
.019
40
.023
40
1
40
40
40
.280
.910**
1.000*
*
Sig. (2-tailed)
N
PP19
PP20
PP21
.006
.102
.006
.035
.906
.887
.102
.006
.000
.471
.444
.887
.470
.294
.414
.906
.887
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.172
.021
.172
.280
.294
.414
.002
.906
.887
.000
40
40
40
40
40
40
.172
.238
.021
.172
.364*
.037
.172
.240
Sig. (2-tailed)
.433
.157
.433
.393
.898
.289
.157
.433
.080
.831
.823
.289
.136
.004
.289
.898
.289
.080
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1
.180
.190 -.013
.024
.118
.094 -.109 -.013
.910**
.155
40
Pearson Correlation
.249
.225
.249
.192 -.109 -.013
.225
.249
.910**
Sig. (2-tailed)
.122
.162
.122
.235
.502
.934
.162
.122
.000
.267
.240
.934
.885
.469
.563
.502
.934
.000
.340
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.262 .429** .334*
.019
.023
.262 .429** 1.000*
.117
.125
.023
.118
.170
.133
.019
.023 1.000*
.155
.280
.240
.445**
.340
.080
.136
.004
.289
.139
.898
.289
.021
40
40
40
40
40
40
40
40
40
1
.910**
.024
.118
.094
.420**
-.109
-.013
.584**
.000
.000
.885
.469
.563
.007
.502
.934
40
40
40
40
40
40
40
40
40
.280 .910**
1
.118
.170
.133 .475**
.019
.023
.713**
.470
.294
.414
.002
.906
.887
.000
40
40
40
40
40
40
40
1
.429**
.270
.062
.190
.270
.373*
.006
.092
.706
.240
.092
.018
40
*
.006
.102
.006
.035
.906
.887
.102
.006
.000
.471
.444
.887
.470
.294
.414
.906
.887
.000
.080
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.270
1.000*
.429**
.270
.190
.270
.118
.240
.024
.118
.240
.092
.470
.136
.885
.470
40
40
40
.090
.165
.190
.270
.127
.090
.118
.713**
.133
40
.280 -.035
.127
.023
.170
.470
.127
.090
.019
.118
40
.228
Pearson Correlation
40
.000
.172
N
40
40
.021
Sig. (2-tailed)
40
.475**
.000
.127 -.139
.429**
40
40
.228
Pearson Correlation
40
.080
.127
*
PP22
40
Pearson Correlation
N
40
*
.445**
N
40
.134
.106
40
*
Sig. (2-tailed)
N
PP23
.583
.434
40
.583
.309
.240
.092
.434
40
40
.583
.470
.409
.516
.092
.000
.006
.092
40
40
40
40
40
40
40
40
40
40
40
40
Pearson Correlation
.242 .315*
.242
.024
.274 .483** .315*
.242
.170
.034
.063 .483** .429** 1.000* .483**
Sig. (2-tailed)
.132
.047
.132
.885
.088
.047
.132
.294
.837
.698
40
40
40
40
40
40
40
40
40
40
40
.094 .352*
.283
.123 -.017
.133
.134
.157
.283
40
40
.274 .483**
.170 .445**
.118
.170 .429**
40
40
.294
.469
.294
40
40
40
40
40
1 .483**
.274
.274
.483**
.538**
.002
.087
.088
.002
.000
40
40
40
40
40
1 .393* .352*
.283
.398*
.011
*
N
PP24
Pearson Correlation
40
-.017
.123 -.017
.002
.002
.006
.000
.002
.088
.002
.004
.006
40
40
40
40
40
40
40
40
40
.270 .483** 1.000* .352*
.283
.133
.172
.094
.133
.270 .483**
40
40
*
Sig. (2-tailed)
.917
.449
.917
.563
.026
.077
.449
.917
.414
.409
.334
.077
.092
.002
.000
.026
.077
.414
.289
.563
.414
.092
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
Pearson Correlation
.248
.121
.248
.228
.191
.137
.121
.248 .475** -.017
.011
.137
.062
.274 .393*
.191
.137 .475**
.238 .420** .475**
Sig. (2-tailed)
.122
.457
.122
.157
.237
.398
.457
.122
.706
.087
.012
.237
.398
.139
.007
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.274 .352* 1.000* .352*
.019
.021 -.109
.019
.190
N
PP25
N
PP26
Pearson Correlation
40
.444**
.311 .444** .527** 1.000* .352*
.311 .444**
.002
.917
.947
.398
40
40
40
40
40
.019 .340* .348* .352*
.190
*
Sig. (2-tailed)
N
.002
.002
.012
.026
.077
40
40
40
40
40
.062
.274 .393*
1
.191
.137
.494**
.706
.087
.012
.237
.398
.001
40
40
40
40
40
40
.274 .352*
.191
1
.352*
.541**
.026
.000
40
40
*
.004
.051
.004
.000
.000
.026
.051
.004
.906
.032
.028
.026
.240
.088
.026
.000
.026
.906
.898
.502
.906
.240
.088
.026
.237
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
Universitas Sumatera Utara
PP27
Pearson Correlation
.210
.123
.210
.309 .352* 1.000*
.123
.210
.023
.230
.253 1.000*
*
Sig. (2-tailed)
N
PPTotal
Pearson Correlation
Sig. (2-tailed)
N
.270 .483**
.283 .352* 1.000*
*
.023
.172 -.013
.023
.270 .483**
.283
.137 .352*
1
.480**
*
.193
.449
.193
.052
.026
.000
.449
.193
.887
.153
.115
.000
.092
.002
.077
.026
.000
.887
.289
.934
.887
.092
.002
.077
.398
.026
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.002
40
.713** .584** .713** .494** .541** .480** .584** .713** .713** .455** .477** .480** .373* .538** .398* .541** .480** .713** .364* .584** .713** .373* .538** .398* .494** .541**
.480**
1
.000
.000
.000
.001
.000
.002
.000
.000
.000
.003
.002
.002
.018
.000
.011
.000
.002
.000
.021
.000
.000
.018
.000
.011
.001
.000
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Universitas Sumatera Utara
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N
Cases
Valid
a
Excluded
Total
%
40
100.0
0
.0
40
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
.902
27
Item-Total Statistics
Scale Mean if Item
Deleted
PP1
PP2
PP3
PP4
PP5
PP6
PP7
PP8
PP9
PP10
PP11
PP12
PP13
PP14
PP15
PP16
PP17
PP18
PP19
PP20
PP21
PP22
PP23
PP24
PP25
PP26
PP27
106.3000
106.1000
106.3000
106.2000
106.2500
106.1000
106.1000
106.3000
107.1500
105.9250
105.9500
106.1000
105.6750
105.9750
106.1000
106.2500
106.1000
107.1500
106.1000
107.0750
107.1500
105.6750
105.9750
106.1000
106.0000
106.2500
106.1000
Scale Variance if
Item Deleted
82.010
87.169
82.010
87.292
86.705
88.605
87.169
82.010
78.387
87.199
86.972
88.605
89.097
87.563
89.272
86.705
88.605
78.387
87.938
80.943
78.387
89.097
87.563
89.272
88.051
86.705
88.605
Corrected ItemTotal Correlation
Cronbach's Alpha if
Item Deleted
.668
.550
.668
.448
.497
.445
.550
.668
.649
.400
.424
.445
.329
.501
.360
.497
.445
.649
.298
.499
.649
.329
.501
.360
.455
.497
.445
.894
.898
.894
.899
.898
.900
.898
.894
.895
.900
.900
.900
.901
.899
.901
.898
.900
.895
.902
.900
.895
.901
.899
.901
.899
.898
.900
Universitas Sumatera Utara
Lampiran 6. Hasil Analisis Data
Regression
Variables Entered/Removed
Model
1
Variables
Entered
b
Variables
Removed
Method
Loyalitas
a
Konsumen
. Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas Konsumen
b
Model Summary
Model
R
1
.916
R Square
a
Adjusted R
Square
.839
Std. Error of the
Estimate
.837
Durbin-Watson
.09273
1.922
a. Predictors: (Constant), Pelayanan Prima
b. Dependent Variable: Loyalitas Konsumen
b
ANOVA
Model
1
Sum of Squares
Regression
Residual
Total
df
Mean Square
F
4.376
1
4.376
.843
98
.009
5.218
99
Sig.
508.869
.000
a
a. Predictors: (Constant), Pelayanan Prima
b. Dependent Variable: Loyalitas Konsumen
Coefficients
Unstandardized
Coefficients
Model
1
B
Standardized
Coefficients
Std. Error
(Constant)
3.043
.038
Pelayanan
Prima
.269
.012
a
Beta
Collinearity
Statistics
t
.916
Sig.
80.595
.000
22.558
.000
Tolerance
1.000
VIF
1.000
a. Dependent Variable: Loyalitas Konsumen
Universitas Sumatera Utara
Charts
Universitas Sumatera Utara
Universitas Sumatera Utara
Universitas Sumatera Utara
Frequency Table
Umur
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
40 tahun
8
8.0
8.0
100.0
100
100.0
100.0
Total
Pekerjaan
Frequency
Valid
Pelajar/Mahasiswa
Percent
Valid
Percent
Cumulative Percent
48
48.0
48.0
48.0
3
3.0
3.0
51.0
Karyawan Swasta
21
21.0
21.0
72.0
Wiraswasta
24
24.0
24.0
96.0
PNS
4
4.0
4.0
100.0
Total
100
100.0
100.0
Tidak bekerja
Universitas Sumatera Utara
Pelayanan Prima Terhadap Loyalitas Konsumen
PP1
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
8
8.0
8.0
Setuju
52
52.0
52.0
60.0
Sangat Setuju
40
40.0
40.0
100.0
100
100.0
100.0
Total
8.0
PP2
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Netral
10
10.0
10.0
11.0
Setuju
66
66.0
66.0
77.0
Sangat Setuju
23
23.0
23.0
100.0
100
100.0
100.0
Total
PP3
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
6
6.0
6.0
6.0
Netral
15
15.0
15.0
21.0
Setuju
57
57.0
57.0
78.0
Sangat Setuju
22
22.0
22.0
100.0
100
100.0
100.0
Total
PP4
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
6
6.0
6.0
6.0
Setuju
66
66.0
66.0
72.0
Sangat Setuju
28
28.0
28.0
100.0
100
100.0
100.0
Total
Universitas Sumatera Utara
PP5
Frequency
Valid
Tidak Setuju
Percent
1
Valid Percent
1.0
Cumulative Percent
1.0
1.0
Netral
7
7.0
7.0
8.0
Setuju
73
73.0
73.0
81.0
Sangat Setuju
19
19.0
19.0
100.0
100
100.0
100.0
Total
PP6
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Netral
10
10.0
10.0
11.0
Setuju
69
69.0
69.0
80.0
Sangat Setuju
20
20.0
20.0
100.0
100
100.0
100.0
Total
PP7
Frequency
Valid
Sangat Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Tidak Setuju
40
40.0
40.0
41.0
Netral
45
45.0
45.0
86.0
Setuju
10
10.0
10.0
96.0
4
4.0
4.0
100.0
100
100.0
100.0
Sangat Setuju
Total
PP8
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Tidak Setuju
46
46.0
46.0
46.0
Netral
44
44.0
44.0
90.0
Setuju
7
7.0
7.0
97.0
100.0
Sangat Setuju
Total
3
3.0
3.0
100
100.0
100.0
Universitas Sumatera Utara
PP9
Frequency
Valid
Sangat Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Tidak Setuju
25
25.0
25.0
26.0
Netral
47
47.0
47.0
73.0
Setuju
14
14.0
14.0
87.0
Sangat Setuju
13
13.0
13.0
100.0
100
100.0
100.0
Total
PP10
Frequency
Valid
Sangat Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Setuju
63
63.0
63.0
64.0
Sangat Setuju
36
36.0
36.0
100.0
100
100.0
100.0
Total
PP11
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
3
3.0
3.0
Setuju
70
70.0
70.0
73.0
Sangat Setuju
27
27.0
27.0
100.0
100
100.0
100.0
Total
3.0
PP12
Frequency
Valid
Sangat Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Setuju
70
70.0
70.0
71.0
Sangat Setuju
29
29.0
29.0
100.0
100
100.0
100.0
Total
PP13
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Setuju
44
44.0
44.0
44.0
Sangat Setuju
56
56.0
56.0
100.0
100
100.0
100.0
Total
PP14
Universitas Sumatera Utara
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
1
1.0
1.0
1.0
Setuju
66
66.0
66.0
67.0
Sangat Setuju
33
33.0
33.0
100.0
100
100.0
100.0
Total
PP15
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Setuju
72
72.0
72.0
73.0
Sangat Setuju
27
27.0
27.0
100.0
100
100.0
100.0
Total
PP16
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
2
2.0
2.0
Setuju
53
53.0
53.0
55.0
Sangat Setuju
45
45.0
45.0
100.0
100
100.0
100.0
Total
2.0
PP17
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Sangat Tidak Setuju
1
1.0
1.0
1.0
Netral
6
6.0
6.0
7.0
Setuju
74
74.0
74.0
81.0
Sangat Setuju
19
19.0
19.0
100.0
100
100.0
100.0
Total
PP18
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Setuju
79
79.0
79.0
79.0
Sangat Setuju
21
21.0
21.0
100.0
100
100.0
100.0
Total
PP19
Frequency
Valid
Netral
Percent
3
3.0
Valid Percent
3.0
Cumulative Percent
3.0
Universitas Sumatera Utara
Setuju
Sangat Setuju
Total
63
63.0
63.0
66.0
100.0
34
34.0
34.0
100
100.0
100.0
PP20
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
2
2.0
2.0
2.0
Setuju
68
68.0
68.0
70.0
Sangat Setuju
30
30.0
30.0
100.0
100
100.0
100.0
Total
PP21
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Tidak Setuju
1
1.0
1.0
1.0
Netral
2
2.0
2.0
3.0
Setuju
79
79.0
79.0
82.0
Sangat Setuju
18
18.0
18.0
100.0
100
100.0
100.0
Total
PP22
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Tidak Setuju
66
66.0
66.0
66.0
Netral
13
13.0
13.0
79.0
Setuju
15
15.0
15.0
94.0
6
6.0
6.0
100.0
100
100.0
100.0
Sangat Setuju
Total
Universitas Sumatera Utara
PP23
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
85
85.0
85.0
Netral
9
9.0
9.0
94.0
Setuju
6
6.0
6.0
100.0
100
100.0
100.0
Total
85.0
PP24
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
83
83.0
83.0
83.0
Netral
7
7.0
7.0
90.0
Setuju
9
9.0
9.0
99.0
Sangat Setuju
1
1.0
1.0
100.0
100
100.0
100.0
Total
PP25
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
5
5.0
5.0
5.0
Setuju
60
60.0
60.0
65.0
100.0
Sangat Setuju
Total
35
35.0
35.0
100
100.0
100.0
PP26
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Tidak Setuju
1
1.0
1.0
1.0
Netral
2
2.0
2.0
3.0
Setuju
76
76.0
76.0
79.0
Sangat Setuju
21
21.0
21.0
100.0
100
100.0
100.0
Total
Universitas Sumatera Utara
PP27
Frequency
Valid
Tidak Setuju
Percent
1
1.0
Valid Percent
1.0
Cumulative Percent
1.0
Netral
5
5.0
5.0
6.0
Setuju
77
77.0
77.0
83.0
Sangat Setuju
17
17.0
17.0
100.0
100
100.0
100.0
Total
Universitas Sumatera Utara
Pengaruh Pelayanan Prima Terhadap Loyalitas Konsumen
(Studi Kasus Pada Usaha Pangkas Exclusive di Jalan Karya Wisata,
Medan)
1.
Identitas Responden
Berilah tanda (√) pada salah satu pilihan jawaban dan tuliskan
jawaban singkat jika jawaban anda tidak tersedia pada pilihan
jawaban dalam kuesioner ini.
IDENTITAS RESPONDEN
1
Nomor responden
:
2
Nama
3
Usia
:
4
Pekerjaan
: [ ] Pelajar/Mahasiswa
:
[ ] Pegawai Negeri Sipil
[ ] Tidak/Belum Bekerja
[ ] Karyawan Swasta
[ ] Lainnya……
2.
Petunjuk Pengisian
Dibawah ini terdapat sejumlah pernyataan-pernyataan yang
berkaitan dengan “Pengaruh Pelayanan Prima Terhadap Loyalitas
Konsumen (Studi Kasus Pada Usaha Pangkas Exclusive di Jalan
Karya Wisata, Medan)”, berilah tanda (√) pada pernyataan yang
sesuai dengan pandangan anda.
Adapun pilihan jawabannyaadalah:
SS
: Sangat Setuju
S
: Setuju
N
: Netral
TS
: Tidak Setuju
STS
: Sangat Tidak Setuju
Universitas Sumatera Utara
Pelayanan Prima
No
Pernyataan
SS S N TS STS
Reliabilitas
1
Pemangkas memiliki konsistensi dalam memangkas
konsumen
2
Pemangkas di exclusive memiliki keandalan dalam
memangkas konsumen
3
Pangkas exclusive selalu buka dan tutup tepat waktu
Daya tanggap
4
Pemangkas di pangkas exclusive dapat memangkas
sesuai dengan keinginan konsumen
5
Pemangkas memberikan treatmen (Pijat,dll) lebih
kepada konsumen
6
Pemangkas memahami trend rambut terbaru
Jaminan
7
Pangkas exclusive memberikan potongan harga jika
konsumen merasa tidak puas
8
Pangkas exclusive memberikan jaminan cuci rambut
gratis bagi konsumen yang tidak merasa puas
9
Jika terjadi kecelakaan kerja pihak pangkas
exclusive akan menanggung biaya pengobatan
Empati
10 Konsumen tertarik datang karena pemangkasnya rapi
11 Konsumen tertarik datang ke pangkas exclusive
karena pemangkasnya ramah
12 Konsumen tertarik karena lokasi pangkas exclusive
mudah dijangkau
Bukti Fisik
13 Peralatan pangkas yang digunakan dalam keadaan
baik
14 Ruangan pangkas terasa nyaman
15 Jumlah pemangkas mencukupi, sehingga tidak ada
konsumen yang menunggu lama
Universitas Sumatera Utara
Loyalitas Konsumen
No
Pernyataan
Transaksi Ulang
16 Anda memutuskan untuk potong rambut kembali di
pangkas exclusive karena hasilnya bagus
17 Anda tertarik untuk potong rambut kembali di
pangkas exclusive karena harganya terjangkau
18 Anda tertarik untuk potong rambut kembali di
pangkas exclusive karena suasana tempat pangkas
terasa nyaman
Merekomendasikan pada orang lain
19 Anda merekomendasikan pangkas exclusive karena
hasil pangkasnya bagus
20 Anda merekomendasikan pangkas exclusive karena
fasilitas yang lengkap
21 Anda merekomendasikan pangkas exclusive kepada
orang lain karena harga sesuai dengan pelayanan
yang diberikan
Menggunakan jasa layanan tambahan
22 Setiap kali pangkas di pangkas exclusive anda
menggunakan layanan tambahan berupa pijat
23 Setiap kali pangkas di pangkas exclusive anda
menggunakan layanan tambahan berupa keramas
(cuci rambut)
24 Setiap kali pangkas di pangkas exclusive anda
menggunakan layanan tambahan berupa cat rambut
Tidak terpengaruh tawaran pesaing
25 Anda tidak tertarik pangkas di tempat lain karena
pangkas yang lain tidak memberikan layanan
tambahan yang lengkap
26 Anda tidak tertarik pangas di tempat lain karena
sudah kenal baik dengan pemangkasnya
27 Anda tidak tertarik pangkas di tempat lain karena
pangkas yang lain tidak menyediakan fasilitas yang
lengkap
SS S N TS STS
Universitas Sumatera Utara
Lampiran 4. Hasil Uji Validitas dan Reliabilitas
Correlations
Correlations
PP1
PP1
Pearson Correlation
1
PP2
PP3
PP4
PP5
.519**
1.000*
.448**
.444**
PP6
.210
PP7
PP8
.519**
1.000*
*
Sig. (2-tailed)
N
PP2
Pearson Correlation
40
.519**
PP9 PP10 PP11 PP12 PP13 PP14 PP15 PP16 PP17 PP18 PP19 PP20 PP21 PP22 PP23 PP24 PP25 PP26
.429**
.284
.287
.210
.090
.242 -.017
.006
.076
.073
.193
.583
.132
40
40
40
.444**
.004
.210
.429**
.127
.193
.006
.433
.249
.429**
.090
.242 -.017
.122
.006
.583
.132
40
PP27
PPTotal
.248
.444**
.210
.713**
.122
.004
.193
.000
*
.001
.000
.004
.004
40
40
40
40
1 .519** -.012
.311
.193
.001
.000
40
40
40
.123 1.000* .519**
.917
.917
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.262 .625** .649**
.123
.127 .315*
.123
.311
.123
.262
.228
.225
.262
.127 .315*
.123
.121
.311
.123
.584**
.000
*
Sig. (2-tailed)
N
PP3
Pearson Correlation
.001
40
40
1.000* .519**
.001
.942
.051
.449
.000
.001
.102
.000
.000
.449
.434
.047
.449
.051
.449
.102
.157
.162
.102
.434
.047
.449
.457
.051
.449
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.210 .519** 1.000* .429**
.284
.287
.210
.090
.242 -.017 .444**
.210 .429**
.127
.249 .429**
.090
.242 -.017
.248 .444**
.210
.713**
1 .448** .444**
*
Sig. (2-tailed)
N
PP4
Pearson Correlation
Sig. (2-tailed)
N
PP5
Pearson Correlation
*
.000
.001
40
40
40
.448**
-.012
.448**
.004
.942
.004
40
40
40
40
.311
.444**
.527**
.444**
.004
.004
.193
.001
.000
.006
.076
.073
.193
.583
.132
.917
.004
.193
.006
.433
.122
.006
.583
.132
.917
.122
.004
.193
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1
.527**
.309 -.012
.448**
.334*
.072
.082
.309
.165
.024
.094
.527**
.309
.334*
-.139
.192
.334*
.165
.024
.094
.228
.527**
.309
.494**
.000
.052
.942
.004
.035
.659
.617
.052
.309
.885
.563
.000
.052
.035
.393
.235
.035
.309
.885
.563
.157
.000
.052
.001
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1
.352*
.311
.444**
.019
.340*
.348*
.352*
.274
.352*
1.000*
.352*
.274
.352*
.191
1.000*
.352*
.541**
.190
.019
.021 -.109
.019
.190
*
Sig. (2-tailed)
N
PP6
Pearson Correlation
.004
.051
.004
.000
40
40
40
40
40
.309
.352*
.210
.123
.210
.026
.051
.004
.906
.032
.028
.026
.240
.088
.026
.000
.026
.906
.898
.502
.906
.240
.088
.026
.237
.000
.026
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.253
1.000*
.270
.483**
.283
.352*
1.000*
.283
.137
.352*
1.000**
.480**
.077
.398
.026
.000
.002
1
.123
.210
.023
.230
*
Sig. (2-tailed)
N
PP7
Pearson Correlation
*
.193
.449
.193
.052
.026
.449
.193
40
40
40
40
40
40
.519** 1.000* .519** -.012
.311
.123
40
1 .519**
40
.449
.887
.153
.115
40
40
.000
.023
.172 -.013
.023
.270
.483**
.887
.289
.887
.092
.002
40
*
.092
.002
40
.077
.026
.000
.934
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.262 .625** .649**
.123
.127 .315*
.123
.311
.123
.262
.228
.225
.262
.127 .315*
.123
.121
.311
.123
.584**
.001
.102
.449
.434
.047
.449
.051
.449
.102
.157
.162
.102
.434
.047
.449
.457
.051
.449
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1 .429**
.284
.287
.210
.090
.210 .429**
.127
.249 .429**
.090
.248 .444**
.210
.713**
*
Sig. (2-tailed)
N
PP8
Pearson Correlation
.001
.000
.001
.942
.051
40
40
40
40
40
1.000* .519** 1.000* .448** .444**
*
40
40
.210 .519**
.000
.000
.242 -.017 .444**
.242 -.017
*
Universitas Sumatera Utara
Sig. (2-tailed)
N
PP9
Pearson Correlation
.000
40
.001
.000
.004
40
40
.004
.193
.001
.076
.073
.193
.583
.132
.917
.004
.193
.006
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.262 .429** .334*
.019
.023
.262 .429**
1
.117
.125
.023
.118
.170
.133
.019
.023 1.000*
.006
.102
.035
.906
.887
.102
.471
.444
.887
.470
.294
.414
.906
.887
40
40
40
40
40
40
.429**
40
.006
.433
.122
.006
40
40
40
40
40
.280 .910** 1.000*
.118
.170
.470
.294
.414
40
*
Sig. (2-tailed)
N
PP10
.122
.004
.193
.000
40
40
40
40
40
.133 .475**
.019
.023
.713**
.002
.906
.887
.000
40
*
.000
.080
40
.000
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.284
.072 .340*
.230 .625**
.284
.117
1 .969**
.230
.134
.034
.134 .340*
.230
.117 -.035
.180
.117
.134
.034
.134 -.017 .340*
.230
.455**
Sig. (2-tailed)
.076
.000
.076
.659
.032
.153
.000
.076
.471
.000
.153
.409
.837
.409
.032
.153
.471
.267
.471
.409
.837
.409
.153
.003
40
40
40
40
40
.917
.032
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.287 .649**
.287
.082 .348*
.253 .649**
.287
.125 .969**
1
.253
.106
.063
.157 .348*
.253
.125
.037
.190
.125
.106
.063
.157
.011 .348*
.253
.477**
Sig. (2-tailed)
.073
.000
.073
.617
.028
.115
.000
.073
.444
.000
.115
.516
.698
.334
.028
.115
.444
.823
.240
.444
.516
.698
.334
.947
.028
.115
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.309
.352*
1.000*
.270
.483**
.283
.352*
1.000*
.283
.137
.352*
1.000**
.480**
.077
.398
.026
.000
.002
Pearson Correlation
.210
.123
.210
.123
.210
40
.831
Pearson Correlation
.023
.230
40
.253
1
*
Sig. (2-tailed)
N
PP13
.917
.284 .625**
N
PP12
.006
.132
Pearson Correlation
N
PP11
.006
.583
Pearson Correlation
.193
.449
.193
.052
.026
.000
.023
.172 -.013
.023
.270
.483**
.887
.289
.887
.092
.002
40
40
40
40
40
40
40
40
.118 1.000* .429**
.270
.062
.190
.270
.373*
.018
*
.449
.193
.887
.153
.115
40
40
40
40
40
40
40
40
40
40
40
40
.090
.127
.090
.165
.190
.270
.127
.090
.118
.134
.106
.270
.092
.002
.077
.026
.000
.934
40
40
40
40
40
40
40
40
1 .429**
.270
.190
.270
.118
.240
.024
*
Sig. (2-tailed)
N
PP14
Pearson Correlation
.583
.434
.583
.309
.240
.092
.434
.583
.470
.409
.516
.092
40
40
40
40
40
40
40
40
40
40
40
40
.242 .315*
.242
.024
.274 .483** .315*
.242
.170
.034
40
.063 .483** .429**
.006
.092
.240
.092
.470
.136
.885
.470
.000
.006
.092
.706
.240
.092
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.170 .445**
.118
.170 .429** 1.000* .483**
.274
.274
.483**
.538**
.000
1 .483**
.274 .483**
*
Sig. (2-tailed)
N
PP15
Pearson Correlation
.132
.047
.132
.885
.088
.002
.047
.132
.294
.837
.698
.002
.006
40
40
40
40
40
40
40
40
40
40
40
40
40
.094 .352*
.283
.123 -.017
.133
.134
.157
.283
-.017
.123 -.017
40
.270 .483**
.002
.088
.002
.294
.004
.469
.294
.006
.000
.002
.087
.088
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1 .352*
.283
.133
.172
.094
.133
.270 .483** 1.000* .393* .352*
.283
.398*
.011
*
Sig. (2-tailed)
N
PP16
Pearson Correlation
.917
.449
.917
.563
.026
.077
.449
.917
.414
.409
.334
.077
.092
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.019 .340* .348* .352*
.190
.444**
.311 .444** .527** 1.000* .352*
.311 .444**
40
.274 .352*
.026
.077
.414
.289
.563
.414
.092
.002
.000
.012
.026
.077
40
40
40
40
40
40
40
40
40
40
40
40
40
1 .352*
.019
.021 -.109
.019
.190
.191 1.000*
.352*
.541**
.274 .352*
*
Sig. (2-tailed)
N
PP17
Pearson Correlation
*
.004
.051
.004
.000
.000
.026
.051
.004
.906
.032
.028
.026
.240
.088
.026
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.309
.352*
1.000*
.253
1.000*
.270
.483**
.283
.352*
.092
.002
.077
.026
.210
.123
.210
.123
.210
.023
.230
*
Sig. (2-tailed)
.193
.449
.193
.052
.026
.000
.026
.906
.898
.502
.906
.240
.088
.026
.237
.000
.026
.000
40
40
40
40
40
40
40
40
40
40
40
40
.283
.137
.352*
1.000**
.480**
.077
.398
.026
.000
.002
1
.023
.172 -.013
.023
.270
.483**
.887
.289
.887
.092
.002
*
.449
.193
.887
.153
.115
.000
.934
Universitas Sumatera Utara
N
PP18
Pearson Correlation
40
.429**
40
40
40
.262
.429**
.334*
40
.019
40
.023
40
40
40
.262
.429**
1.000*
40
.117
40
.125
40
.023
40
.118
40
.170
40
.133
40
.019
40
.023
40
1
40
40
40
.280
.910**
1.000*
*
Sig. (2-tailed)
N
PP19
PP20
PP21
.006
.102
.006
.035
.906
.887
.102
.006
.000
.471
.444
.887
.470
.294
.414
.906
.887
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.172
.021
.172
.280
.294
.414
.002
.906
.887
.000
40
40
40
40
40
40
.172
.238
.021
.172
.364*
.037
.172
.240
Sig. (2-tailed)
.433
.157
.433
.393
.898
.289
.157
.433
.080
.831
.823
.289
.136
.004
.289
.898
.289
.080
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
1
.180
.190 -.013
.024
.118
.094 -.109 -.013
.910**
.155
40
Pearson Correlation
.249
.225
.249
.192 -.109 -.013
.225
.249
.910**
Sig. (2-tailed)
.122
.162
.122
.235
.502
.934
.162
.122
.000
.267
.240
.934
.885
.469
.563
.502
.934
.000
.340
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.262 .429** .334*
.019
.023
.262 .429** 1.000*
.117
.125
.023
.118
.170
.133
.019
.023 1.000*
.155
.280
.240
.445**
.340
.080
.136
.004
.289
.139
.898
.289
.021
40
40
40
40
40
40
40
40
40
1
.910**
.024
.118
.094
.420**
-.109
-.013
.584**
.000
.000
.885
.469
.563
.007
.502
.934
40
40
40
40
40
40
40
40
40
.280 .910**
1
.118
.170
.133 .475**
.019
.023
.713**
.470
.294
.414
.002
.906
.887
.000
40
40
40
40
40
40
40
1
.429**
.270
.062
.190
.270
.373*
.006
.092
.706
.240
.092
.018
40
*
.006
.102
.006
.035
.906
.887
.102
.006
.000
.471
.444
.887
.470
.294
.414
.906
.887
.000
.080
.000
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.270
1.000*
.429**
.270
.190
.270
.118
.240
.024
.118
.240
.092
.470
.136
.885
.470
40
40
40
.090
.165
.190
.270
.127
.090
.118
.713**
.133
40
.280 -.035
.127
.023
.170
.470
.127
.090
.019
.118
40
.228
Pearson Correlation
40
.000
.172
N
40
40
.021
Sig. (2-tailed)
40
.475**
.000
.127 -.139
.429**
40
40
.228
Pearson Correlation
40
.080
.127
*
PP22
40
Pearson Correlation
N
40
*
.445**
N
40
.134
.106
40
*
Sig. (2-tailed)
N
PP23
.583
.434
40
.583
.309
.240
.092
.434
40
40
.583
.470
.409
.516
.092
.000
.006
.092
40
40
40
40
40
40
40
40
40
40
40
40
Pearson Correlation
.242 .315*
.242
.024
.274 .483** .315*
.242
.170
.034
.063 .483** .429** 1.000* .483**
Sig. (2-tailed)
.132
.047
.132
.885
.088
.047
.132
.294
.837
.698
40
40
40
40
40
40
40
40
40
40
40
.094 .352*
.283
.123 -.017
.133
.134
.157
.283
40
40
.274 .483**
.170 .445**
.118
.170 .429**
40
40
.294
.469
.294
40
40
40
40
40
1 .483**
.274
.274
.483**
.538**
.002
.087
.088
.002
.000
40
40
40
40
40
1 .393* .352*
.283
.398*
.011
*
N
PP24
Pearson Correlation
40
-.017
.123 -.017
.002
.002
.006
.000
.002
.088
.002
.004
.006
40
40
40
40
40
40
40
40
40
.270 .483** 1.000* .352*
.283
.133
.172
.094
.133
.270 .483**
40
40
*
Sig. (2-tailed)
.917
.449
.917
.563
.026
.077
.449
.917
.414
.409
.334
.077
.092
.002
.000
.026
.077
.414
.289
.563
.414
.092
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
Pearson Correlation
.248
.121
.248
.228
.191
.137
.121
.248 .475** -.017
.011
.137
.062
.274 .393*
.191
.137 .475**
.238 .420** .475**
Sig. (2-tailed)
.122
.457
.122
.157
.237
.398
.457
.122
.706
.087
.012
.237
.398
.139
.007
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.274 .352* 1.000* .352*
.019
.021 -.109
.019
.190
N
PP25
N
PP26
Pearson Correlation
40
.444**
.311 .444** .527** 1.000* .352*
.311 .444**
.002
.917
.947
.398
40
40
40
40
40
.019 .340* .348* .352*
.190
*
Sig. (2-tailed)
N
.002
.002
.012
.026
.077
40
40
40
40
40
.062
.274 .393*
1
.191
.137
.494**
.706
.087
.012
.237
.398
.001
40
40
40
40
40
40
.274 .352*
.191
1
.352*
.541**
.026
.000
40
40
*
.004
.051
.004
.000
.000
.026
.051
.004
.906
.032
.028
.026
.240
.088
.026
.000
.026
.906
.898
.502
.906
.240
.088
.026
.237
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
Universitas Sumatera Utara
PP27
Pearson Correlation
.210
.123
.210
.309 .352* 1.000*
.123
.210
.023
.230
.253 1.000*
*
Sig. (2-tailed)
N
PPTotal
Pearson Correlation
Sig. (2-tailed)
N
.270 .483**
.283 .352* 1.000*
*
.023
.172 -.013
.023
.270 .483**
.283
.137 .352*
1
.480**
*
.193
.449
.193
.052
.026
.000
.449
.193
.887
.153
.115
.000
.092
.002
.077
.026
.000
.887
.289
.934
.887
.092
.002
.077
.398
.026
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
.002
40
.713** .584** .713** .494** .541** .480** .584** .713** .713** .455** .477** .480** .373* .538** .398* .541** .480** .713** .364* .584** .713** .373* .538** .398* .494** .541**
.480**
1
.000
.000
.000
.001
.000
.002
.000
.000
.000
.003
.002
.002
.018
.000
.011
.000
.002
.000
.021
.000
.000
.018
.000
.011
.001
.000
.002
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
40
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Universitas Sumatera Utara
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N
Cases
Valid
a
Excluded
Total
%
40
100.0
0
.0
40
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
.902
27
Item-Total Statistics
Scale Mean if Item
Deleted
PP1
PP2
PP3
PP4
PP5
PP6
PP7
PP8
PP9
PP10
PP11
PP12
PP13
PP14
PP15
PP16
PP17
PP18
PP19
PP20
PP21
PP22
PP23
PP24
PP25
PP26
PP27
106.3000
106.1000
106.3000
106.2000
106.2500
106.1000
106.1000
106.3000
107.1500
105.9250
105.9500
106.1000
105.6750
105.9750
106.1000
106.2500
106.1000
107.1500
106.1000
107.0750
107.1500
105.6750
105.9750
106.1000
106.0000
106.2500
106.1000
Scale Variance if
Item Deleted
82.010
87.169
82.010
87.292
86.705
88.605
87.169
82.010
78.387
87.199
86.972
88.605
89.097
87.563
89.272
86.705
88.605
78.387
87.938
80.943
78.387
89.097
87.563
89.272
88.051
86.705
88.605
Corrected ItemTotal Correlation
Cronbach's Alpha if
Item Deleted
.668
.550
.668
.448
.497
.445
.550
.668
.649
.400
.424
.445
.329
.501
.360
.497
.445
.649
.298
.499
.649
.329
.501
.360
.455
.497
.445
.894
.898
.894
.899
.898
.900
.898
.894
.895
.900
.900
.900
.901
.899
.901
.898
.900
.895
.902
.900
.895
.901
.899
.901
.899
.898
.900
Universitas Sumatera Utara
Lampiran 6. Hasil Analisis Data
Regression
Variables Entered/Removed
Model
1
Variables
Entered
b
Variables
Removed
Method
Loyalitas
a
Konsumen
. Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas Konsumen
b
Model Summary
Model
R
1
.916
R Square
a
Adjusted R
Square
.839
Std. Error of the
Estimate
.837
Durbin-Watson
.09273
1.922
a. Predictors: (Constant), Pelayanan Prima
b. Dependent Variable: Loyalitas Konsumen
b
ANOVA
Model
1
Sum of Squares
Regression
Residual
Total
df
Mean Square
F
4.376
1
4.376
.843
98
.009
5.218
99
Sig.
508.869
.000
a
a. Predictors: (Constant), Pelayanan Prima
b. Dependent Variable: Loyalitas Konsumen
Coefficients
Unstandardized
Coefficients
Model
1
B
Standardized
Coefficients
Std. Error
(Constant)
3.043
.038
Pelayanan
Prima
.269
.012
a
Beta
Collinearity
Statistics
t
.916
Sig.
80.595
.000
22.558
.000
Tolerance
1.000
VIF
1.000
a. Dependent Variable: Loyalitas Konsumen
Universitas Sumatera Utara
Charts
Universitas Sumatera Utara
Universitas Sumatera Utara
Universitas Sumatera Utara
Frequency Table
Umur
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
40 tahun
8
8.0
8.0
100.0
100
100.0
100.0
Total
Pekerjaan
Frequency
Valid
Pelajar/Mahasiswa
Percent
Valid
Percent
Cumulative Percent
48
48.0
48.0
48.0
3
3.0
3.0
51.0
Karyawan Swasta
21
21.0
21.0
72.0
Wiraswasta
24
24.0
24.0
96.0
PNS
4
4.0
4.0
100.0
Total
100
100.0
100.0
Tidak bekerja
Universitas Sumatera Utara
Pelayanan Prima Terhadap Loyalitas Konsumen
PP1
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
8
8.0
8.0
Setuju
52
52.0
52.0
60.0
Sangat Setuju
40
40.0
40.0
100.0
100
100.0
100.0
Total
8.0
PP2
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Netral
10
10.0
10.0
11.0
Setuju
66
66.0
66.0
77.0
Sangat Setuju
23
23.0
23.0
100.0
100
100.0
100.0
Total
PP3
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
6
6.0
6.0
6.0
Netral
15
15.0
15.0
21.0
Setuju
57
57.0
57.0
78.0
Sangat Setuju
22
22.0
22.0
100.0
100
100.0
100.0
Total
PP4
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
6
6.0
6.0
6.0
Setuju
66
66.0
66.0
72.0
Sangat Setuju
28
28.0
28.0
100.0
100
100.0
100.0
Total
Universitas Sumatera Utara
PP5
Frequency
Valid
Tidak Setuju
Percent
1
Valid Percent
1.0
Cumulative Percent
1.0
1.0
Netral
7
7.0
7.0
8.0
Setuju
73
73.0
73.0
81.0
Sangat Setuju
19
19.0
19.0
100.0
100
100.0
100.0
Total
PP6
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Netral
10
10.0
10.0
11.0
Setuju
69
69.0
69.0
80.0
Sangat Setuju
20
20.0
20.0
100.0
100
100.0
100.0
Total
PP7
Frequency
Valid
Sangat Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Tidak Setuju
40
40.0
40.0
41.0
Netral
45
45.0
45.0
86.0
Setuju
10
10.0
10.0
96.0
4
4.0
4.0
100.0
100
100.0
100.0
Sangat Setuju
Total
PP8
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Tidak Setuju
46
46.0
46.0
46.0
Netral
44
44.0
44.0
90.0
Setuju
7
7.0
7.0
97.0
100.0
Sangat Setuju
Total
3
3.0
3.0
100
100.0
100.0
Universitas Sumatera Utara
PP9
Frequency
Valid
Sangat Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Tidak Setuju
25
25.0
25.0
26.0
Netral
47
47.0
47.0
73.0
Setuju
14
14.0
14.0
87.0
Sangat Setuju
13
13.0
13.0
100.0
100
100.0
100.0
Total
PP10
Frequency
Valid
Sangat Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Setuju
63
63.0
63.0
64.0
Sangat Setuju
36
36.0
36.0
100.0
100
100.0
100.0
Total
PP11
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
3
3.0
3.0
Setuju
70
70.0
70.0
73.0
Sangat Setuju
27
27.0
27.0
100.0
100
100.0
100.0
Total
3.0
PP12
Frequency
Valid
Sangat Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Setuju
70
70.0
70.0
71.0
Sangat Setuju
29
29.0
29.0
100.0
100
100.0
100.0
Total
PP13
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Setuju
44
44.0
44.0
44.0
Sangat Setuju
56
56.0
56.0
100.0
100
100.0
100.0
Total
PP14
Universitas Sumatera Utara
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
1
1.0
1.0
1.0
Setuju
66
66.0
66.0
67.0
Sangat Setuju
33
33.0
33.0
100.0
100
100.0
100.0
Total
PP15
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
1
1.0
1.0
1.0
Setuju
72
72.0
72.0
73.0
Sangat Setuju
27
27.0
27.0
100.0
100
100.0
100.0
Total
PP16
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
2
2.0
2.0
Setuju
53
53.0
53.0
55.0
Sangat Setuju
45
45.0
45.0
100.0
100
100.0
100.0
Total
2.0
PP17
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Sangat Tidak Setuju
1
1.0
1.0
1.0
Netral
6
6.0
6.0
7.0
Setuju
74
74.0
74.0
81.0
Sangat Setuju
19
19.0
19.0
100.0
100
100.0
100.0
Total
PP18
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Setuju
79
79.0
79.0
79.0
Sangat Setuju
21
21.0
21.0
100.0
100
100.0
100.0
Total
PP19
Frequency
Valid
Netral
Percent
3
3.0
Valid Percent
3.0
Cumulative Percent
3.0
Universitas Sumatera Utara
Setuju
Sangat Setuju
Total
63
63.0
63.0
66.0
100.0
34
34.0
34.0
100
100.0
100.0
PP20
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
2
2.0
2.0
2.0
Setuju
68
68.0
68.0
70.0
Sangat Setuju
30
30.0
30.0
100.0
100
100.0
100.0
Total
PP21
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Tidak Setuju
1
1.0
1.0
1.0
Netral
2
2.0
2.0
3.0
Setuju
79
79.0
79.0
82.0
Sangat Setuju
18
18.0
18.0
100.0
100
100.0
100.0
Total
PP22
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Tidak Setuju
66
66.0
66.0
66.0
Netral
13
13.0
13.0
79.0
Setuju
15
15.0
15.0
94.0
6
6.0
6.0
100.0
100
100.0
100.0
Sangat Setuju
Total
Universitas Sumatera Utara
PP23
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
85
85.0
85.0
Netral
9
9.0
9.0
94.0
Setuju
6
6.0
6.0
100.0
100
100.0
100.0
Total
85.0
PP24
Frequency
Valid
Tidak Setuju
Percent
Valid Percent
Cumulative Percent
83
83.0
83.0
83.0
Netral
7
7.0
7.0
90.0
Setuju
9
9.0
9.0
99.0
Sangat Setuju
1
1.0
1.0
100.0
100
100.0
100.0
Total
PP25
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Netral
5
5.0
5.0
5.0
Setuju
60
60.0
60.0
65.0
100.0
Sangat Setuju
Total
35
35.0
35.0
100
100.0
100.0
PP26
Frequency
Valid
Percent
Valid Percent
Cumulative Percent
Tidak Setuju
1
1.0
1.0
1.0
Netral
2
2.0
2.0
3.0
Setuju
76
76.0
76.0
79.0
Sangat Setuju
21
21.0
21.0
100.0
100
100.0
100.0
Total
Universitas Sumatera Utara
PP27
Frequency
Valid
Tidak Setuju
Percent
1
1.0
Valid Percent
1.0
Cumulative Percent
1.0
Netral
5
5.0
5.0
6.0
Setuju
77
77.0
77.0
83.0
Sangat Setuju
17
17.0
17.0
100.0
100
100.0
100.0
Total
Universitas Sumatera Utara