Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada PT. Bank Sumut Cabang Pembantu Pusat Pasar Medan

Lembaran Kuesioner
Dengan hormat,
Nama saya adalah Randy Saputra Sebayang, mahasiswa jurusan
Administrasi Negara Fakultas Ilmu Sosial dan Ilmu Politik
Universitas Sumatera Utara. Kepada bapak/ibu selaku nasabah PT.
Bank Sumut cabang pusat pasar Medan, saya mohon untuk
meluangkan sedikit waktu nya untuk mengisi pertanyaan dalam
kegiatan survei yang saya lakukan guna menyelesaikan tugas akhir
perkuliahan saya.
Lembaran kuesioner ataupun pertanyaan ini ditujukan untuk
kepentingan ilmiah. Segala informasi yang terangkum nantinya akan
dijaga kerahasiaannya dan hanya dipergunakan untuk tujuan
penelitian.
Atas kerjasama dan partisipasinya, saya ucapkan terima kasih.
Hormat saya,

Randy Saputra Sebayang
120903086
Administrasi Negara
FISIP-USU

107
Universitas Sumatera Utara

I.

Karateristik Responden
Mohon bapak /ibu bersedia memberikan keterangan diri untuk mengisi
daftar isian berikut dengan mengisi jawaban ataupun memberikan
tanda check ( √).
1. Nama Responden

:

2. Jenis Kelamin

:

Laki-Laki

Perempuan

3. Usia

:

4. Jenis Pekerjaan

:

Pegawai Negeri

Wiraswasta

Karyawan Swasta

Pelajar/Mahasiswa

Ibu Rumah Tangga
5. Pendidikan terakhir

:

SMP

Sarjana

SMA

PascaSarjana

Diploma
6. Pelayanan yang digunakan

:

Tabungan

Deposito

Pinjaman

Giro

108
Universitas Sumatera Utara

7. Lama waktu menjadi Nasabah PT Bank Sumut Cabang Pusat Pasar
:

II.

6 bulan – 11 bulan

17 bulan- 23 bulan

12 bulan – 17 bulan

Lebih dari 24 bulan

Kuesioner
Pernyataan dibawah ini dibentuk untuk mengetahui kualitas pelayanan

dan loyalitas anda terhadap PT Bank Sumut Cabang Pusat Pasar
Medan.
Berikan tanda Check ( √ ) pada jawaban anda.
Keterangan:
1. STS = Sangat Tidak Setuju
4. S =
Setuju
2. TS
= Tidak Setuju
5. SS =
Sangat Setuju
3. KS
= Kurang Setuju
1
STS

Pernyataan
1
2

3
4
5

6

7
8
9

2
TS

3
KS

4
S

Bukti Fisik

Lokasi PT Bank Sumut Cabang Pusat Pasar
Mudah Dijangkau
Teknologi yang digunakan bank ( Jaringan
internet, mesin penghitung uang, komputer, alat
komunikasi dan ATM) berkondisi baik.
Karyawan PT Bank Sumut Cabang Pusat Pasar
berpenampilan rapi dan menarik.
Ruangan tunggu yang bersih dan nyaman
Uang yang diberikan PT Bank Sumut Cabang
Pusat Pasar dalam keadaan bersih, tidak kusut dan
bagus.
Segala jenis formulir/slip yang anda dibutuhkan
selalu tersedia baik sehingga anda tidak kesulitan
mengisi
Keandalaan
Bank memenuhi segala sesuatu yang
dikatakan/dijanjikan
Bank memberikan layanan kepada nasabah
dengan tepat waktu
Bank tidak membuat kesalahan dalam pencatatan

nominal uang nasabah

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5
SS

10

11
12
13

14
15

Bank secara akurat dan pasti dalam memeriksa
kelengkapan berkas nasabah
Daya Tanggap

Bank bersedia membantu anda dengan baik
Karyawan bank memberikan solusi atas keluhan
anda
Bank memberikan informasi mengenai layanan
terbaru
Jaminan
Anda merasa aman bertransaksi di PT Bank
Sumut Cabang Pusat Pasar
Anda percaya menyimpan uang di PT Bank Sumut
Cabang Pusat Pasar
1
STS

Pernyataan
16
17

18
19
20

21
22

23

24

25

26

2
TS

3
KS

4
S

Kemampuan dan Keterampilan Karyawan PT
Bank Sumut Cabang Pusat Pasar dapat dipercaya
Karyawan Bank selalu sopan dan jujur dalam
melayani
Empati
Bank melayani tanpa memandang status atau
golongan
Bank memberikan perhatian secara
personal/khusus kepada nasabah
Bank memberikan salam dengan mengucapkan
nama nasabah
Loyalitas
Anda menjadikan Bank Sumut sebagai pilihan
pertama dalam urusan keuangan anda
Jika nantinya anda ditawarkan jasa oleh bank lain,
anda akan tetap memilih PT Bank Sumut sebagai
pilihan anda
Jika ada orang menanyakan tentang bank kepada
anda, anda mau merekomendasikan bank sumut
kepada mereka
Jika ada orang menanyakan bank kepada anda,
anda mau berbicara hal yang positif mengenai
pelayanan PT Bank Sumut Cabang Pusat Pasar
kepada mereka
Anda dengan senang hati mengajak
teman/kerabat/saudara untuk memakai pelayanan
Bank Sumut
Anda berniat untuk terus menggunakan pelayanan
oleh PT Bank Sumut Cabang Pusat Pasar secara
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SS

Skala Ordinal Hasil penelitian

Tabulasi Data Variabel X (Kualitas
Pelayanan

`

27

28

berkelanjutan
Jika nantinya anda ditawarkan jasa oleh bank lain,
anda akan tetap memakai pelayanan yang
diberikan PT Bank sumut cabang Pusat Pasar
Anda mau melakukan transaksi secara
berkelanjutan melalui PT Bank Sumut Cabang
Pusat Pasar

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4
3
4
4
4

4
3
2
4
4
4
5
4
4
4
4
4
3
3
5
4
4
4
4
2
4
3
3
5
4
3
4
3
4
4
4
4
4
4
4
3
4
2
3
3
3

116
Universitas Sumatera Utara

3
4
2
5
5
3
3
3
5
4
4
5
3
2
5
4
3
3
3
2
4
3
3
5
5
3
3
3
4
4
4
4
4
3
3
4
5
2
4
3
3

5
5
4
4
4
4
4
4
5
4
4
3
4
5
3
4
4
4
3
4
4
5
3
5
4
5
4
4
4
4
3
5
4
4
4
5
4
4
4
4
4

5
5
4
5
4
3
5
5
5
4
5
4
5
4
2
3
4
4
4
5
4
4
3
5
3
5
4
4
3
4
4
5
5
4
4
5
4
4
4
5
3

5
5
5
4
5
2
4
4
4
5
5
4
5
5
2
3
4
4
3
4
5
5
3
4
4
5
4
4
4
4
3
4
4
4
5
4
4
5
5
5
4

5
4
4
4
4
3
4
4
5
4
4
4
4
4
3
3
5
5
3
4
5
4
4
5
3
5
5
4
3
5
3
4
4
4
4
4
5
4
4
4
4

5
4
4
4
4
4
5
4
4
4
4
4
5
4
3
4
5
5
4
4
5
5
3
4
4
5
5
4
4
4
4
5
5
4
4
4
5
4
5
4
4

5
4
4
4
5
3
4
4
4
4
4
4
4
4
3
4
4
4
4
4
4
5
4
5
4
5
4
4
3
5
4
4
4
4
5
4
5
5
4
4
4

4
5
3
5
4
4
4
3
4
5
5
4
4
5
3
4
5
5
4
5
5
4
3
5
4
4
4
4
4
5
4
5
4
3
4
4
5
5
4
4
4

5
4
3
4
4
3
4
3
4
4
4
3
4
5
3
4
4
4
3
4
4
4
4
5
3
5
4
4
3
4
3
5
4
3
4
4
4
5
5
4
3

4
4
3
3
5
3
4
3
3
4
5
3
3
5
3
3
5
5
4
4
3
3
3
5
4
5
4
4
4
4
3
5
3
3
5
5
4
5
4
4
4

117
Universitas Sumatera Utara

5
5
3
4
4
2
3
3
3
3
4
3
3
5
2
3
5
5
3
4
3
4
4
3
3
4
4
4
3
3
4
3
3
3
4
4
4
4
5
3
3

Hasil Transformasi
No Responden
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45

1
2,214
2,214
3,818
3,818
3,818
3,818
3,818
3,818
2,214
3,818
2,214
2,214
2,214
1
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
5,566
3,818
2,214
2,214
3,818
3,818
3,818
3,818
5,566
3,818
5,566
3,818
3,818
3,818
3,818
3,818
3,818
3,818

variabel X
Pertanyaan ke
2
2,197
1
2,197
2,197
1
2,197
3,513
3,513
3,513
2,197
3,513
3,513
1
2,197
3,513
3,513
3,513
3,513
3,513
2,197
3,513
3,513
3,513
3,513
3,513
3,513
2,197
3,513
2,197
2,197
1
3,513
3,513
2,197
5,025
3,513
3,513
3,513
3,513
2,197
2,197
3,513
3,513
3,513
2,197

3
2,32
1
2,32
2,32
1
1
2,32
1
1
2,32
1
1
1
1
2,32
2,32
1
3,648
3,648
1
3,648
2,32
3,648
2,32
2,32
3,648
2,32
2,32
2,32
1
2,32
3,648
3,648
2,32
3,648
2,32
2,32
3,648
2,32
2,32
1
2,32
2,32
3,648
2,32

4
2,384
2,384
3,669
3,669
2,384
2,384
5,018
3,669
3,669
3,669
3,669
2,384
1
2,384
3,669
3,669
3,669
3,669
5,018
3,669
5,018
3,669
3,669
5,018
5,018
3,669
3,669
5,018
3,669
2,384
2,384
5,018
3,669
2,384
5,018
3,669
3,669
3,669
3,669
3,669
2,384
5,018
5,018
3,669
3,669

5
3,43
1
4,778
3,43
2,186
3,43
2,186
3,43
2,186
2,186
2,186
1
2,186
2,186
4,778
4,778
3,43
4,778
3,43
2,186
4,778
4,778
4,778
3,43
4,778
3,43
3,43
3,43
2,186
3,43
2,186
3,43
3,43
3,43
3,43
3,43
3,43
4,778
2,186
4,778
2,186
4,778
3,43
2,186
3,43

6
1
1
2,411
1
1
1
2,411
1
2,411
2,411
2,411
1
1
1
2,411
3,824
2,411
3,824
3,824
2,411
2,411
2,411
2,411
2,411
2,411
3,824
2,411
2,411
2,411
2,411
1
3,824
2,411
2,411
3,824
2,411
3,824
3,824
2,411
3,824
1
3,824
2,411
2,411
2,411

7
3,728
2,246
3,728
2,246
2,246
2,246
2,246
3,728
2,246
2,246
2,246
2,246
1
2,246
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
2,246
3,728
3,728
2,246
2,246
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
5,427
2,246
3,728
3,728
2,246
3,728

8
1,88
1
1,88
1,88
1
1
1,88
2,822
1,88
2,822
2,822
1,88
1
1
2,822
1,88
2,822
4,046
2,822
2,822
4,046
4,046
4,046
4,046
1,88
2,822
1,88
2,822
2,822
1
1
4,046
4,046
4,046
4,046
1,88
1,88
4,046
1,88
2,822
1
4,046
2,822
1,88
1,88

118
Universitas Sumatera Utara

9
2,406
2,406
3,658
3,658
2,406
2,406
3,658
3,658
3,658
3,658
2,406
3,658
1
2,406
3,658
3,658
4,978
4,978
4,978
3,658
3,658
4,978
3,658
3,658
3,658
4,978
2,406
3,658
3,658
2,406
2,406
3,658
3,658
4,978
4,978
3,658
3,658
3,658
3,658
4,978
2,406
4,978
4,978
3,658
3,658

1
3,36

3,36
3,36
2,18
2,18
2,18
3,36
3,36
2,18
2,18
2,18
2,18

3,36
3,36
4,66
4,66
4,66
3,36
4,66
3,36
4,66
3,36
3,36
3,36
3,36
3,36
4,66
2,18
2,18
4,66
4,66
3,36
4,66
3,36
3,36
4,66
3,36
3,36
2,18
4,66
3,36
2,18
3,36

46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86

3,818
3,818
3,818
3,818
3,818
2,214
2,214
3,818
5,566
3,818
3,818
3,818
2,214
3,818
3,818
3,818
5,566
2,214
3,818
3,818
3,818
3,818
3,818
3,818
3,818
5,566
3,818
3,818
2,214
3,818
2,214
2,214
3,818
3,818
5,566
3,818
3,818
3,818
3,818
3,818
3,818

3,513
3,513
3,513
3,513
3,513
3,513
2,197
3,513
3,513
2,197
2,197
3,513
1
3,513
2,197
2,197
3,513
2,197
2,197
3,513
2,197
2,197
3,513
5,025
3,513
5,025
5,025
3,513
2,197
3,513
2,197
2,197
2,197
2,197
5,025
3,513
3,513
2,197
3,513
2,197
3,513

3,648
2,32
3,648
2,32
3,648
2,32
1
3,648
3,648
2,32
2,32
2,32
1
2,32
1
2,32
3,648
2,32
2,32
3,648
1
2,32
3,648
2,32
3,648
3,648
2,32
2,32
1
2,32
1
1
2,32
2,32
2,32
2,32
2,32
2,32
3,648
1
2,32

3,669
5,018
5,018
2,384
3,669
2,384
2,384
5,018
3,669
3,669
2,384
5,018
2,384
5,018
2,384
3,669
5,018
3,669
3,669
5,018
3,669
3,669
3,669
3,669
5,018
3,669
3,669
2,384
3,669
5,018
2,384
2,384
3,669
3,669
5,018
3,669
3,669
3,669
3,669
3,669
5,018

4,778
3,43
4,778
3,43
3,43
3,43
2,186
3,43
3,43
3,43
3,43
3,43
2,186
4,778
3,43
3,43
3,43
2,186
3,43
3,43
2,186
3,43
3,43
3,43
3,43
4,778
3,43
3,43
2,186
4,778
2,186
3,43
4,778
3,43
3,43
4,778
4,778
3,43
3,43
3,43
4,778

2,411
3,824
2,411
2,411
3,824
2,411
1
3,824
3,824
2,411
2,411
3,824
1
2,411
2,411
3,824
3,824
2,411
2,411
2,411
2,411
2,411
3,824
3,824
3,824
3,824
2,411
2,411
2,411
2,411
1
2,411
2,411
2,411
3,824
3,824
3,824
2,411
3,824
2,411
2,411

3,728
3,728
3,728
3,728
1
2,246
2,246
3,728
5,427
3,728
3,728
3,728
2,246
3,728
3,728
3,728
5,427
3,728
3,728
3,728
2,246
3,728
3,728
3,728
3,728
5,427
3,728
3,728
2,246
3,728
3,728
2,246
3,728
2,246
5,427
5,427
3,728
3,728
3,728
2,246
3,728

4,046
2,822
4,046
2,822
2,822
2,822
1
4,046
4,046
2,822
2,822
4,046
1
2,822
1,88
2,822
2,822
2,822
2,822
2,822
2,822
2,822
2,822
2,822
4,046
2,822
2,822
2,822
1,88
4,046
1
1
2,822
2,822
2,822
4,046
2,822
4,046
2,822
2,822
4,046

119
Universitas Sumatera Utara

4,978
3,658
4,978
2,406
3,658
3,658
2,406
4,978
3,658
4,978
3,658
3,658
2,406
4,978
3,658
3,658
4,978
2,406
3,658
3,658
2,406
3,658
3,658
4,978
3,658
4,978
2,406
2,406
3,658
3,658
2,406
2,406
4,978
2,406
3,658
3,658
4,978
3,658
3,658
3,658
3,658

3,36
4,66
3,36
3,36
4,66
2,18
2,18
3,36
3,36
3,36
3,36
3,36
2,18
4,66
3,36
4,66
4,66
3,36
3,36
4,66
2,18
4,66
4,66
3,36
3,36
4,66
3,36
3,36
2,18
3,36
2,18
2,18
3,36
3,36
4,66
4,66
3,36
4,66
4,66
2,18
3,36

2,384
5,018
3,669
3,669
3,669
5,018
3,669
2,384
2,384
3,669
3,669
3,669
3,669
3,669
5,018
5,018
5,018
3,669
3,669
3,669
3,669
2,384
3,669
3,669
3,669
5,018
3,669
3,669
3,669
5,018
3,669
3,669
3,669
5,018

3,43
4,778
4,778
3,43
3,43
4,778
4,778
2,186
3,43
3,43
4,778
3,43
4,778
2,186
3,43
3,43
4,778
2,186
4,778
3,43
3,43
3,43
3,43
3,43
3,43
3,43
3,43
3,43
4,778
3,43
3,43
3,43
3,43
3,43

3,824
2,411
2,411
3,824
2,411
2,411
2,411
1
2,411
2,411
3,824
2,411
2,411
2,411
3,824
3,824
3,824
2,411
3,824
3,824
2,411
2,411
2,411
2,411
2,411
2,411
2,411
2,411
2,411
3,824
2,411
2,411
2,411
3,824

3,728
3,728
3,728
3,728
3,728
3,728
3,728
2,246
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
2,246
5,427
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
3,728
5,427
3,728
3,728

2,822
2,822
4,046
2,822
1,88
4,046
2,822
1,88
2,822
2,822
2,822
2,822
2,822
2,822
4,046
2,822
4,046
2,822
2,822
2,822
2,822
2,822
1,88
1,88
1,88
4,046
1,88
4,046
4,046
2,822
2,822
2,822
1,88
4,046

2,406
4,978
3,658
4,978
3,658
3,658
3,658
3,658
3,658
4,978
4,978
2,406
4,978
2,406
4,978
4,978
4,978
3,658
3,658
4,978
3,658
2,406
3,658
3,658
3,658
4,978
3,658
3,658
3,658
4,978
3,658
3,658
3,658
3,658

3,36
4,66
4,66
4,66
3,36
4,66
4,66
2,18
3,36
3,36
3,36
3,36
3,36
3,36
3,36
3,36
4,66
2,18
4,66
3,36
3,36
3,36
3,36
3,36
3,36
3,36
3,36
4,66
4,66
4,66
2,18
4,66
3,36
3,36

rhitung
0,664024 0,641741 0,73389 0,708867
thitung
9,64698 9,089704 11,73629 10,91708
ttabel
1,980272 1,980272 1,980272 1,980272
keterangan valid
valid
valid
valid

0,658968
9,516743
1,980272
valid

0,759039
12,66469
1,980272
valid

0,738544
11,89939
1,980272
valid

0,736375
11,82292
1,980272
valid

0,669498
9,790617
1,980272
valid

0,78016
13,5473
1,98027
valid

87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120

3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
2,214
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
5,566
5,566
5,566
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818
3,818

5,025
3,513
3,513
2,197
2,197
3,513
3,513
2,197
3,513
5,025
3,513
3,513
3,513
3,513
3,513
5,025
3,513
3,513
3,513
5,025
3,513
2,197
3,513
3,513
3,513
3,513
3,513
3,513
3,513
3,513
3,513
3,513
2,197
3,513

2,32
2,32
3,648
2,32
2,32
2,32
3,648
1
2,32
2,32
3,648
1
3,648
1
3,648
3,648
2,32
2,32
2,32
3,648
2,32
2,32
2,32
1
2,32
2,32
2,32
2,32
2,32
3,648
2,32
2,32
2,32
3,648

120
Universitas Sumatera Utara

11
2,246
2,246
3,582
2,246
2,246
2,246
3,582
2,246
2,246
3,582
2,246
2,246
1
2,246
3,582
3,582
3,582
3,582
3,582
5,013
5,013
3,582
3,582
3,582
3,582
3,582
2,246
3,582
3,582
1
3,582
3,582
3,582
3,582
3,582
3,582
3,582
5,013
3,582
5,013
2,246
3,582
3,582
2,246
3,582
3,582
3,582

12
3,283
2,153
3,283
2,153
1
2,153
2,153
3,283
2,153
2,153
2,153
2,153
2,153
2,153
3,283
3,283
3,283
3,283
4,539
3,283
4,539
4,539
3,283
3,283
3,283
3,283
3,283
3,283
3,283
2,153
2,153
3,283
3,283
3,283
3,283
2,153
4,539
4,539
3,283
4,539
1
4,539
3,283
2,153
3,283
3,283
3,283

13
1,874
2,774
2,774
1,874
1
2,774
2,774
1
1
2,774
1,874
1
1
1,874
1,874
1,874
2,774
3,973
3,973
3,973
2,774
3,973
3,973
3,973
1,874
2,774
1,874
2,774
2,774
1,874
1,874
3,973
3,973
3,973
2,774
2,774
2,774
2,774
2,774
2,774
1
2,774
3,973
2,774
2,774
3,973
2,774

14
1
1
3,785
1
1
1
2,393
1
1
2,393
1
1
1
1
2,393
2,393
2,393
2,393
3,785
2,393
3,785
2,393
2,393
2,393
2,393
2,393
2,393
2,393
2,393
1
1
2,393
2,393
2,393
3,785
2,393
2,393
2,393
2,393
2,393
1
3,785
2,393
1
2,393
2,393
3,785

15
2,074
2,074
3,347
3,347
2,074
2,074
3,347
3,347
3,347
2,074
3,347
2,074
1
1
3,347
2,074
4,739
3,347
3,347
3,347
4,739
3,347
3,347
3,347
3,347
4,739
2,074
3,347
4,739
2,074
3,347
4,739
3,347
3,347
4,739
4,739
3,347
3,347
3,347
4,739
3,347
4,739
3,347
3,347
2,074
3,347
3,347

16
2,717
1
2,717
2,717
1
1
2,717
2,717
1
2,717
2,717
1
1
2,717
2,717
2,717
2,717
2,717
2,717
2,717
4,434
2,717
2,717
2,717
2,717
2,717
2,717
4,434
2,717
2,717
2,717
2,717
2,717
2,717
2,717
2,717
2,717
4,434
2,717
2,717
1
2,717
2,717
2,717
2,717
2,717
2,717

17
2,356
2,356
3,476
2,356
2,356
2,356
4,682
2,356
2,356
2,356
2,356
2,356
1
2,356
3,476
3,476
2,356
4,682
4,682
3,476
4,682
3,476
4,682
3,476
3,476
3,476
2,356
3,476
3,476
2,356
3,476
4,682
3,476
3,476
2,356
3,476
3,476
4,682
3,476
3,476
2,356
4,682
4,682
2,356
3,476
4,682
4,682

18
2,645
2,645
4,022
2,645
4,022
2,645
4,022
2,645
2,645
2,645
2,645
2,645
2,645
2,645
2,645
2,645
2,645
4,022
4,022
4,022
4,022
4,022
4,022
4,022
4,022
4,022
2,645
4,022
4,022
2,645
2,645
4,022
4,022
4,022
4,022
2,645
4,022
5,443
4,022
4,022
2,645
4,022
5,443
2,645
5,443
4,022
4,022

19
2,181
1
2,181
3,303
2,181
2,181
3,303
1
2,181
3,303
2,181
2,181
1
1
2,181
2,181
3,303
3,303
4,524
3,303
4,524
3,303
3,303
3,303
4,524
3,303
3,303
3,303
2,181
3,303
2,181
4,524
3,303
2,181
2,181
3,303
4,524
3,303
3,303
2,181
1
3,303
3,303
3,303
4,524
3,303
3,303

121
Universitas Sumatera Utara

20
2,343
1
2,343
2,343
2,343
2,343
3,463
1
2,343
2,343
2,343
2,343
1
2,343
2,343
2,343
2,343
3,463
3,463
2,343
3,463
2,343
3,463
3,463
3,463
2,343
2,343
3,463
2,343
1
2,343
3,463
2,343
2,343
3,463
3,463
3,463
2,343
2,343
3,463
1
4,521
4,521
2,343
2,343
2,343
4,521

3,582
3,582
3,582
2,246
2,246
3,582
5,013
2,246
3,582
3,582
2,246
3,582
3,582
3,582
3,582
3,582
3,582
5,013
2,246
5,013
3,582
3,582
5,013
5,013
3,582
5,013
3,582
3,582
2,246
2,246
3,582
3,582
5,013
5,013
3,582
3,582
3,582
3,582
3,582
3,582
5,013

4,539
3,283
2,153
2,153
2,153
4,539
4,539
3,283
2,153
3,283
1
3,283
3,283
3,283
4,539
3,283
2,153
3,283
3,283
4,539
3,283
3,283
3,283
3,283
2,153
4,539
2,153
3,283
2,153
3,283
3,283
2,153
4,539
4,539
3,283
4,539
3,283
2,153
4,539
4,539
4,539

3,973
2,774
3,973
1,874
1
3,973
3,973
1,874
2,774
1,874
1
2,774
2,774
2,774
3,973
1,874
1,874
2,774
1,874
3,973
3,973
3,973
2,774
2,774
2,774
3,973
1,874
2,774
2,774
1
1,874
2,774
3,973
3,973
3,973
2,774
3,973
1
2,774
2,774
2,774

2,393
2,393
2,393
1
1
2,393
3,785
2,393
1
2,393
2,393
2,393
2,393
2,393
3,785
2,393
2,393
2,393
2,393
2,393
3,785
3,785
3,785
2,393
2,393
2,393
1
2,393
1
1
2,393
2,393
3,785
2,393
2,393
2,393
2,393
1
2,393
2,393
3,785

3,347
3,347
3,347
3,347
2,074
4,739
4,739
3,347
3,347
3,347
3,347
4,739
2,074
3,347
4,739
3,347
3,347
3,347
3,347
4,739
3,347
4,739
3,347
4,739
3,347
4,739
3,347
4,739
2,074
2,074
3,347
2,074
4,739
3,347
3,347
3,347
3,347
3,347
4,739
3,347
3,347

2,717
2,717
2,717
2,717
2,717
2,717
2,717
2,717
2,717
2,717
1
2,717
1
2,717
2,717
2,717
2,717
2,717
2,717
4,434
2,717
2,717
2,717
2,717
2,717
2,717
2,717
2,717
1
2,717
2,717
2,717
4,434
2,717
2,717
2,717
4,434
1
2,717
2,717
2,717

4,682
2,356
4,682
3,476
2,356
4,682
4,682
3,476
2,356
3,476
1
4,682
2,356
3,476
4,682
3,476
3,476
3,476
2,356
4,682
3,476
3,476
3,476
4,682
3,476
3,476
2,356
4,682
2,356
2,356
2,356
3,476
3,476
4,682
2,356
4,682
3,476
3,476
3,476
2,356
3,476

4,022
4,022
5,443
2,645
2,645
5,443
4,022
4,022
4,022
4,022
1
4,022
2,645
4,022
4,022
4,022
4,022
2,645
2,645
4,022
4,022
4,022
4,022
5,443
4,022
4,022
4,022
4,022
2,645
4,022
4,022
4,022
5,443
4,022
2,645
4,022
4,022
2,645
4,022
2,645
4,022

3,303
3,303
3,303
2,181
2,181
4,524
3,303
3,303
3,303
3,303
1
3,303
2,181
2,181
4,524
3,303
2,181
3,303
2,181
3,303
3,303
3,303
3,303
3,303
3,303
3,303
2,181
3,303
1
2,181
2,181
2,181
3,303
3,303
2,181
2,181
4,524
2,181
3,303
2,181
2,181

122
Universitas Sumatera Utara

3,463
3,463
4,521
2,343
1
4,521
3,463
2,343
2,343
2,343
1
3,463
2,343
2,343
4,521
4,521
2,343
2,343
2,343
3,463
3,463
3,463
3,463
3,463
2,343
2,343
3,463
4,521
1
3,463
2,343
2,343
4,521
4,521
2,343
3,463
3,463
1
2,343
2,343
2,343

3,582
3,582
2,246
3,582
5,013
2,246
3,582
3,582
3,582
2,246
3,582
3,582
5,013
2,246
5,013
3,582
5,013
3,582
3,582
3,582
3,582
2,246
5,013
3,582
3,582
3,582
5,013
3,582
3,582
3,582
3,582
3,582

3,283
4,539
3,283
4,539
3,283
1
2,153
3,283
3,283
3,283
4,539
3,283
3,283
2,153
4,539
2,153
4,539
3,283
3,283
2,153
3,283
3,283
4,539
4,539
3,283
3,283
4,539
3,283
3,283
3,283
4,539
2,153

0,759101
12,66713
1,980272
valid

0,737404
11,85912
1,980272
valid

3,973
3,973
2,774
3,973
3,973
1
1,874
2,774
2,774
1,874
2,774
3,973
3,973
1,874
2,774
2,774
3,973
2,774
2,774
2,774
2,774
1,874
2,774
2,774
2,774
3,973
2,774
2,774
3,973
3,973
3,973
2,774

2,393
2,393
2,393
2,393
2,393
1
1
3,785
3,785
1
2,393
3,785
2,393
2,393
3,785
1
3,785
3,785
2,393
1
3,785
1
2,393
2,393
2,393
2,393
2,393
3,785
2,393
2,393
2,393
2,393

3,347
3,347
3,347
4,739
3,347
2,074
3,347
4,739
4,739
3,347
3,347
4,739
4,739
2,074
3,347
3,347
4,739
4,739
3,347
3,347
3,347
3,347
4,739
4,739
3,347
3,347
3,347
4,739
3,347
4,739
3,347
3,347

2,717
2,717
2,717
2,717
2,717
1
2,717
2,717
2,717
2,717
2,717
2,717
4,434
2,717
4,434
2,717
4,434
2,717
2,717
1
4,434
2,717
2,717
2,717
2,717
4,434
2,717
4,434
4,434
2,717
2,717
2,717

4,682
4,682
3,476
3,476
4,682
2,356
3,476
4,682
4,682
3,476
4,682
4,682
3,476
2,356
4,682
3,476
3,476
3,476
3,476
3,476
4,682
3,476
4,682
3,476
2,356
3,476
3,476
4,682
4,682
3,476
3,476
3,476

4,022
4,022
2,645
4,022
5,443
2,645
4,022
4,022
4,022
2,645
4,022
4,022
4,022
4,022
5,443
2,645
5,443
4,022
4,022
2,645
4,022
2,645
5,443
4,022
2,645
4,022
4,022
4,022
5,443
5,443
4,022
2,645

3,303
4,524
2,181
2,181
4,524
2,181
2,181
4,524
4,524
3,303
3,303
2,181
2,181
2,181
4,524
3,303
4,524
3,303
3,303
3,303
3,303
2,181
4,524
2,181
2,181
4,524
4,524
3,303
4,524
3,303
3,303
3,303

2,343
3,463
2,343
2,343
4,521
1
2,343
4,521
4,521
2,343
3,463
2,343
3,463
3,463
2,343
2,343
3,463
3,463
3,463
2,343
2,343
3,463
2,343
2,343
2,343
3,463
3,463
3,463
3,463
4,521
2,343
2,343

0,720791 0,76728
0,696 0,645518
11,29591 12,99649 10,52932 9,181229
1,980272 1,980272 1,980272 1,980272
valid
valid
valid
valid

0,767882
13,02128
1,980272
valid

0,716961
11,17204
1,980272
valid

0,691123
10,38762
1,980272
valid

0,708899
10,91807
1,980272
valid

123
Universitas Sumatera Utara

Skala
Ordinal
Hasil
penelitian
No- Resp

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27

Pertanyan
ke:
1
4
3
4
3
3
3
4
3
3
3
4
3
2
3
4
4
3
4
4
4
4
5
3
4
4
4
3

2
3
3
3
4
3
4
3
3
3
4
3
3
2
3
3
4
4
4
4
4
4
4
4
3
3
5
4

3
3
3
3
4
4
4
4
4
4
3
3
3
3
3
4
4
4
5
4
4
5
4
4
4
4
4
4

4
3
2
4
4
3
3
4
3
4
3
4
4
2
4
4
5
3
4
5
4
4
4
4
4
4
5
3

5
4
2
4
4
4
3
4
4
4
3
4
4
2
3
4
4
4
4
5
5
5
5
3
4
3
4
3

6
4
3
4
4
3
4
4
3
4
4
4
3
2
4
4
4
4
5
5
4
5
5
4
3
4
4
4

7
3
2
3
4
3
4
3
3
4
4
3
4
2
3
3
4
4
4
4
4
4
4
4
4
4
5
4

124
Universitas Sumatera Utara

8
4
3
4
4
4
4
4
3
4
4
4
4
2
4
4
5
4
5
5
5
5
5
5
4
4
5
4

28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
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
3
2
3
4
3
4
3
3
4
5
4
3
3
4
4
3
3
3
3
4
3
4
3
3
4
3
3
3
3
3
4
3
3
5
3
3
3
3
4
4

4
4
2
4
4
4
4
4
4
4
4
4
4
4
4
5
3
4
4
4
3
4
5
4
4
4
4
4
4
4
3
4
4
4
5
4
4
4
4
5
4

4
4
3
4
4
3
4
4
3
4
5
3
4
3
4
4
2
4
3
4
4
4
3
4
4
3
4
4
4
3
2
4
4
4
5
3
3
3
3
4
5

4
4
3
4
4
4
5
3
4
3
5
4
5
3
5
3
3
4
3
4
4
3
4
4
3
4
5
3
4
4
2
4
3
4
5
4
3
4
3
4
5

4
4
3
3
5
4
4
4
4
3
5
4
5
4
4
3
2
3
3
3
3
4
3
3
4
3
4
4
3
4
3
4
3
3
4
4
4
5
4
5
5

4
4
3
4
4
4
4
3
3
3
5
4
4
4
5
4
3
4
4
4
4
4
4
4
4
3
4
4
4
3
3
5
4
4
5
4
4
5
4
4
4

4
4
3
4
5
4
3
4
3
4
4
4
5
3
3
5
2
4
3
3
4
4
3
4
3
4
4
4
3
4
3
5
4
4
5
4
4
4
3
5
5

125
Universitas Sumatera Utara

4
4
3
4
5
4
4
4
4
5
4
4
5
4
5
4
3
4
3
5
4
5
5
4
4
5
5
4
4
5
3
5
4
4
5
4
4
5
3
5
5

69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109

4
4
4
3
4
3
3
3
3
3
3
4
4
4
3
4
3
4
3
3
4
4
3
3
3
3
3
4
3
3
4
4
4
4
3
4
5
3
4
4
3

4
4
4
3
3
3
3
3
4
4
4
5
4
3
3
4
3
3
3
4
4
4
4
4
4
4
4
3
4
3
4
3
3
3
4
3
4
4
4
3
4

5
5
4
3
4
4
4
2
3
3
3
4
4
4
4
5
4
4
4
4
3
3
3
4
4
3
3
3
3
4
5
4
4
4
4
4
5
4
4
4
3

4
4
4
4
4
4
3
2
4
4
3
5
4
4
4
4
4
4
3
3
4
3
4
5
3
3
4
3
4
3
5
3
4
3
4
3
5
4
4
4
4

4
4
4
4
3
3
3
3
4
4
4
5
3
3
3
4
3
4
4
4
4
4
4
5
4
4
4
4
5
4
4
4
5
3
3
3
5
5
4
3
5

5
4
5
3
4
4
4
2
3
4
3
4
3
3
4
4
4
4
3
4
4
4
3
5
3
3
4
3
3
4
4
4
4
4
4
4
4
4
4
4
4

4
5
5
4
4
4
4
3
4
3
4
5
4
3
4
5
3
5
4
4
3
4
4
4
4
3
4
4
4
3
4
4
4
4
3
4
5
4
4
4
3

126
Universitas Sumatera Utara

4
5
5
4
5
5
4
3
4
3
3
5
4
4
4
5
4
5
4
4
4
5
4
5
4
3
4
5
3
4
5
4
4
5
4
4
5
5
4
4
5

110
111
112
113
114
115
116
117
118
119
120

Hasil transformasi
No Responden
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

1
4,213
2,798
4,213
2,798
2,798
2,798
4,213
2,798
2,798
2,798
4,213
2,798
1
2,798
4,213
4,213
2,798
4,213
4,213
4,213
4,213
5,625
2,798
4,213
4,213

3
5
4
3
4
4
4
4
3
4
3

Pertanyaan ke
2
2,454
2,454
2,454
3,882
2,454
3,882
2,454
2,454
2,454
3,882
2,454
2,454
1
2,454
2,454
3,882
3,882
3,882
3,882
3,882
3,882
3,882
3,882
2,454
2,454

3
4
4
4
5
4
4
3
3
4
3

3
2,232
2,232
2,232
3,536
3,536
3,536
3,536
3,536
3,536
2,232
2,232
2,232
2,232
2,232
3,536
3,536
3,536
4,982
3,536
3,536
4,982
3,536
3,536
3,536
3,536

2
4
4
4
4
5
4
4
3
5
4

3
5
4
3
5
4
5
4
3
5
3

4
2,262
1
3,479
3,479
2,262
2,262
3,479
2,262
3,479
2,262
3,479
3,479
1
3,479
3,479
4,781
2,262
3,479
4,781
3,479
3,479
3,479
3,479
3,479
3,479

5
3,468
1
3,468
3,468
3,468
2,247
3,468
3,468
3,468
2,247
3,468
3,468
1
2,247
3,468
3,468
3,468
3,468
4,781
4,781
4,781
4,781
2,247
3,468
2,247

3
5
4
4
4
4
4
3
2
4
4

3
4
5
3
4
5
4
4
3
3
4

6
3,679
2,303
3,679
3,679
2,303
3,679
3,679
2,303
3,679
3,679
3,679
2,303
1
3,679
3,679
3,679
3,679
5,168
5,168
3,679
5,168
5,168
3,679
2,303
3,679

3
5
4
3
5
4
5
4
3
4
3

7
2,286
1
2,286
3,559
2,286
3,559
2,286
2,286
3,559
3,559
2,286
3,559
1
2,286
2,286
3,559
3,559
3,559
3,559
3,559
3,559
3,559
3,559
3,559
3,559

4
5
4
4
4
4
4
4
4
5
4

8
3,408
2,094
3,408
3,408
3,408
3,408
3,408
2,094
3,408
3,408
3,408
3,408
1
3,408
3,408
4,817
3,408
4,817
4,817
4,817
4,817
4,817
4,817
3,408
3,408

127
Universitas Sumatera Utara

26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66

4,213
2,798
4,213
2,798
1
2,798
4,213
2,798
4,213
2,798
2,798
4,213
5,625
4,213
2,798
2,798
4,213
4,213
2,798
2,798
2,798
2,798
4,213
2,798
4,213
2,798
2,798
4,213
2,798
2,798
2,798
2,798
2,798
4,213
2,798
2,798
5,625
2,798
2,798
2,798
2,798

5,485
3,882
3,882
3,882
1
3,882
3,882
3,882
3,882
3,882
3,882
3,882
3,882
3,882
3,882
3,882
3,882
5,485
2,454
3,882
3,882
3,882
2,454
3,882
5,485
3,882
3,882
3,882
3,882
3,882
3,882
3,882
2,454
3,882
3,882
3,882
5,485
3,882
3,882
3,882
3,882

3,536
3,536
3,536
3,536
2,232
3,536
3,536
2,232
3,536
3,536
2,232
3,536
4,982
2,232
3,536
2,232
3,536
3,536
1
3,536
2,232
3,536
3,536
3,536
2,232
3,536
3,536
2,232
3,536
3,536
3,536
2,232
1
3,536
3,536
3,536
4,982
2,232
2,232
2,232
2,232

4,781
2,262
3,479
3,479
2,262
3,479
3,479
3,479
4,781
2,262
3,479
2,262
4,781
3,479
4,781
2,262
4,781
2,262
2,262
3,479
2,262
3,479
3,479
2,262
3,479
3,479
2,262
3,479
4,781
2,262
3,479
3,479
1
3,479
2,262
3,479
4,781
3,479
2,262
3,479
2,262

3,468
2,247
3,468
3,468
2,247
2,247
4,781
3,468
3,468
3,468
3,468
2,247
4,781
3,468
4,781
3,468
3,468
2,247
1
2,247
2,247
2,247
2,247
3,468
2,247
2,247
3,468
2,247
3,468
3,468
2,247
3,468
2,247
3,468
2,247
2,247
3,468
3,468
3,468
4,781
3,468

3,679
3,679
3,679
3,679
2,303
3,679
3,679
3,679
3,679
2,303
2,303
2,303
5,168
3,679
3,679
3,679
5,168
3,679
2,303
3,679
3,679
3,679
3,679
3,679
3,679
3,679
3,679
2,303
3,679
3,679
3,679
2,303
2,303
5,168
3,679
3,679
5,168
3,679
3,679
5,168
3,679

4,922
3,559
3,559
3,559
2,286
3,559
4,922
3,559
2,286
3,559
2,286
3,559
3,559
3,559
4,922
2,286
2,286
4,922
1
3,559
2,286
2,286
3,559
3,559
2,286
3,559
2,286
3,559
3,559
3,559
2,286
3,559
2,286
4,922
3,559
3,559
4,922
3,559
3,559
3,559
2,286

4,817
3,408
3,408
3,408
2,094
3,408
4,817
3,408
3,408
3,408
3,408
4,817
3,408
3,408
4,817
3,408
4,817
3,408
2,094
3,408
2,094
4,817
3,408
4,817
4,817
3,408
3,408
4,817
4,817
3,408
3,408
4,817
2,094
4,817
3,408
3,408
4,817
3,408
3,408
4,817
2,094

128
Universitas Sumatera Utara

67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107

4,213
4,213
4,213
4,213
4,213
2,798
4,213
2,798
2,798
2,798
2,798
2,798
2,798
4,213
4,213
4,213
2,798
4,213
2,798
4,213
2,798
2,798
4,213
4,213
2,798
2,798
2,798
2,798
2,798
4,213
2,798
2,798
4,213
4,213
4,213
4,213
2,798
4,213
5,625
2,798
4,213

5,485
3,882
3,882
3,882
3,882
2,454
2,454
2,454
2,454
2,454
3,882
3,882
3,882
5,485
3,882
2,454
2,454
3,882
2,454
2,454
2,454
3,882
3,882
3,882
3,882
3,882
3,882
3,882
3,882
2,454
3,882
2,454
3,882
2,454
2,454
2,454
3,882
2,454
3,882
3,882
3,882

3,536
4,982
4,982
4,982
3,536
2,232
3,536
3,536
3,536
1
2,232
2,232
2,232
3,536
3,536
3,536
3,536
4,982
3,536
3,536
3,536
3,536
2,232
2,232
2,232
3,536
3,536
2,232
2,232
2,232
2,232
3,536
4,982
3,536
3,536
3,536
3,536
3,536
4,982
3,536
3,536

3,479
4,781
3,479
3,479
3,479
3,479
3,479
3,479
2,262
1
3,479
3,479
2,262
4,781
3,479
3,479
3,479
3,479
3,479
3,479
2,262
2,262
3,479
2,262
3,479
4,781
2,262
2,262
3,479
2,262
3,479
2,262
4,781
2,262
3,479
2,262
3,479
2,262
4,781
3,479
3,479

4,781
4,781
3,468
3,468
3,468
3,468
2,247
2,247
2,247
2,247
3,468
3,468
3,468
4,781
2,247
2,247
2,247
3,468
2,247
3,468
3,468
3,468
3,468
3,468
3,468
4,781
3,468
3,468
3,468
3,468
4,781
3,468
3,468
3,468
4,781
2,247
2,247
2,247
4,781
4,781
3,468

3,679
3,679
5,168
3,679
5,168
2,303
3,679
3,679
3,679
1
2,303
3,679
2,303
3,679
2,303
2,303
3,679
3,679
3,679
3,679
2,303
3,679
3,679
3,679
2,303
5,168
2,303
2,303
3,679
2,303
2,303
3,679
3,679
3,679
3,679
3,679
3,679
3,679
3,679
3,679
3,679

4,922
4,922
3,559
4,922
4,922
3,559
3,559
3,559
3,559
2,286
3,559
2,286
3,559
4,922
3,559
2,286
3,559
4,922
2,286
4,922
3,559
3,559
2,286
3,559
3,559
3,559
3,559
2,286
3,559
3,559
3,559
2,286
3,559
3,559
3,559
3,559
2,286
3,559
4,922
3,559
3,559

4,817
4,817
3,408
4,817
4,817
3,408
4,817
4,817
3,408
2,094
3,408
2,094
2,094
4,817
3,408
3,408
3,408
4,817
3,408
4,817
3,408
3,408
3,408
4,817
3,408
4,817
3,408
2,094
3,408
4,817
2,094
3,408
4,817
3,408
3,408
4,817
3,408
3,408
4,817
4,817
3,408

129
Universitas Sumatera Utara

108
109
110
111
112
113
114
115
116
117
118
119
120

4,213
2,798
2,798
5,625
4,213
2,798
4,213
4,213
4,213
4,213
2,798
4,213
2,798

2,454
3,882
2,454
3,882
3,882
3,882
5,485
3,882
3,882
2,454
2,454
3,882
2,454

3,536
2,232
1
3,536
3,536
3,536
3,536
4,982
3,536
3,536
2,232
4,982
3,536

3,479
3,479
2,262
4,781
3,479
2,262
4,781
3,479
4,781
3,479
2,262
4,781
2,262

2,247
4,781
2,247
4,781
3,468
3,468
3,468
3,468
3,468
2,247
1
3,468
3,468

3,679
3,679
2,303
3,679
5,168
2,303
3,679
5,168
3,679
3,679
2,303
2,303
3,679

3,559
2,286
2,286
4,922
3,559
2,286
4,922
3,559
4,922
3,559
2,286
3,559
2,286

3,408
4,817
3,408
4,817
3,408
3,408
3,408
3,408
3,408
3,408
3,408
4,817
3,408

r hitung
t hitung
t tabel
keterangan

0,703353
10,74836
1,980272
valid

0,627156
8,746574
1,980272
valid

0,695878
10,52575
1,980272
valid

0,773003
13,23603
1,980272
valid

0,658391
9,502034
1,980272
valid

0,697259
10,56635
1,980272
valid

0,755991
12,54565
1,980272
valid

0,764775
12,89401
1,980272
valid

Koefisien korelasi antara kualitas pelayanan terhadap Loyalitas

No Resp
1
2
3
4
5
6
7
8
9
10
11
12
13

X

X2

Y
66
55
78
69
58
62
77
68
65
71
66
60
49

28
21
29
31
27
29
30
26
30
28
29
28
17

Y2
4356
3025
6084
4761
3364
3844
5929
4624
4225
5041
4356
3600
2401

XY
784
441
841
961
729
841
900
676
900
784
841
784
289

1848
1155
2262
2139
1566
1798
2310
1768
1950
1988
1914
1680
833

130
Universitas Sumatera Utara

14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54

56
77
76
79
88
90
78
92
84
86
83
81
83
70
83
78
61
63
89
83
79
87
79
82
90
77
85
57
91
86
71
78
85
86
88
77
84
69
58
92
91

27
30
34
30
35
36
34
36
36
31
30
30
36
29
32
31
22
30
35
30
32
29
28
30
37
31
35
28
34
32
21
30
26
30
30
31
31
30
29
30
33

3136
5929
5776
6241
7744
8100
6084
8464
7056
7396
6889
6561
6889
4900
6889
6084
3721
3969
7921
6889
6241
7569
6241
6724
8100
5929
7225
3249
8281
7396
5041
6084
7225
7396
7744
5929
7056
4761
3364
8464
8281

729
900
1156
900
1225
1296
1156
1296
1296
961
900
900
1296
841
1024
961
484
900
1225
900
1024
841
784
900
1369
961
1225
784
1156
1024
441
900
676
900
900
961
961
900
841
900
1089

1512
2310
2584
2370
3080
3240
2652
3312
3024
2666
2490
2430
2988
2030
2656
2418
1342
1890
3115
2490
2528
2523
2212
2460
3330
2387
2975
1596
3094
2752
1491
2340
2210
2580
2640
2387
2604
2070
1682
2760
3003

131
Universitas Sumatera Utara

55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95

77
74
81
54
86
70
79
94
76
75
82
68
86
85
86
86
92
78
81
68
86
59
64
77
73
94
90
80
82
86
67
84
77
85
85
86
74
85
89
59
73

30
29
30
22
35
29
30
39
30
29
33
27
36
37
34
35
35
28
31
30
28
21
29
28
27
37
30
28
29
35
28
33
28
30
30
31
29
35
29
26
30

5929
5476
6561
2916
7396
4900
6241
8836
5776
5625
6724
4624
7396
7225
7396
7396
8464
6084
6561
4624
7396
3481
4096
5929
5329
8836
8100
6400
6724
7396
4489
7056
5929
7225
7225
7396
5476
7225
7921
3481
5329

900
841
900
484
1225
841
900
1521
900
841
1089
729
1296
1369
1156
1225
1225
784
961
900
784
441
841
784
729
1369
900
784
841
1225
784
1089
784
900
900
961
841
1225
841
676
900

2310
2146
2430
1188
3010
2030
2370
3666
2280
2175
2706
1836
3096
3145
2924
3010
3220
2184
2511
2040
2408
1239
1856
2156
1971
3478
2700
2240
2378
3010
1876
2772
2156
2550
2550
2666
2146
2975
2581
1534
2190

132
Universitas Sumatera Utara

96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
TOTAL

87
89
73
85
79
88
79
92
73
93
87
81
72
81
73
84
83
75
85
86
89
84
86
79
81

29
29
28
35
30
32
30
29
29
38
33
32
30
31
24
37
33
28
35
34
34
30
24
34
28

7569
7921
5329
7225
6241
7744
6241
8464
5329
8649
7569
6561
5184
6561
5329
7056
6889
5625
7225
7396
7921
7056
7396
6241
6561

841
841
784
1225
900
1024
900
841
841
1444
1089
1024
900
961
576
1369
1089
784
1225
1156
1156
900
576
1156
784

2523
2581
2044
2975
2370
2816
2370
2668
2117
3534
2871
2592
2160
2511
1752
3108
2739
2100
2975
2924
3026
2520
2064
2686
2268

9413

3650

750419

112726

289437

133
Universitas Sumatera Utara

Tranformasi koefisien korelasi antara kualitas pelayanan terhadap loyalitas nasabah

No
Responden
X
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33

X2

Y
47,6403
33,4995
63,3315
51,5653
38,4498
42,4404
61,6729
50,595
46,4135
53,854
47,517
40,0816
26,3851
35,754
61,9217
61,1189
64,1674
75,4305
78,0737
62,7224
81,2559
70,3191
72,6985
68,8632
67,1672
69,4233
52,9742
69,9048
62,9825
41,5965
44,2611
76,7227
69,0243

24,0038
14,8811
25,2209
27,8101
22,5165
25,3722
26,525
21,202
26,3826
24,0681
25,2209
23,7021
9,23236
22,5849
26,525
31,936
26,5931
33,5683
34,7377
31,9471
34,8812
34,8477
27,9981
26,4213
26,5767
34,9017
25,3722
29,2252
27,8101
15,4248
26,5892
33,31
26,506

Y2
2269,598
1122,217
4010,879
2658,98
1478,387
1801,188
3803,547
2559,854
2154,213
2900,253
2257,865
1606,535
696,1735
1278,349
3834,297
3735,52
4117,455
5689,76
6095,503
3934,099
6602,521
4944,776
5285,072
4742,14
4511,433
4819,595
2806,266
4886,681
3966,795
1730,269
1959,045
5886,373
4764,354

XY
576,1824
221,4471
636,0938
773,4017
506,9928
643,7485
703,5756
449,5248
696,0416
579,2734
636,0938
561,7895
85,23647
510,0777
703,5756
1019,908
707,193
1126,831
1206,708
1020,617
1216,698
1214,362
783,8936
698,0851
706,321
1218,129
643,7485
854,1123
773,4017
237,9245
706,9856
1109,556
702,568

1143,548
498,5094
1597,277
1434,036
865,7549
1076,806
1635,874
1072,715
1224,509
1296,163
1198,422
950,0181
243,5967
807,5005
1642,473
1951,893
1706,41
2532,074
2712,101
2003,799
2834,303
2450,459
2035,42
1819,455
1785,083
2422,991
1344,072
2042,982
1751,55
641,6177
1176,867
2555,633
1829,558

134
Universitas Sumatera Utara

34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74

63,9917
75,0787
64,7825
68,0379
79,3657
61,7863
72,5113
37,0184
79,3486
72,6434
54,1014
63,0817
71,5975
72,8086
75,3215
61,4342
70,159
51,1681
38,1927
80,4759
80,3779
61,7398
57,7273
67,057
32,6099
73,007
52,5002
64,2468
83,9698
59,8327
59,5037
68,0048
50,3277
73,2763
71,7231
73,317
73,2279
82,2104
63,1019
66,7124
50,3424

29,2544
25,2167
23,857
26,8198
36,1862
27,9211
33,1969
24,0163
32,152
29,753
14,9111
26,5892
21,4809
26,7255
26,5767
28,002
28,4392
26,5892
25,3204
26,7327
30,521
26,5931
25,3165
26,5386
16,1822
33,4857
25,3722
26,5892
39,2479
26,506
25,289
30,7166
22,7018
34,9128
36,0574
32,1594
33,4425
33,4857
23,7021
27,9856
26,5706

4094,938
5636,811
4196,772
4629,156
6298,914
3817,547
5257,889
1370,362
6296,2
5277,064
2926,961
3979,301
5126,202
5301,092
5673,328
3774,161
4922,285
2618,174
1458,682
6476,37
6460,607
3811,803
3332,441
4496,641
1063,406
5330,022
2756,271
4127,651
7050,927
3579,952
3540,69
4624,653
2532,877
5369,416
5144,203
5375,382
5362,325
6758,55
3981,85
4450,544
2534,357

855,8199
635,882
569,1564
719,3017
1309,441
779,5878
1102,034
576,7827
1033,751
885,241
222,3409
706,9856
461,4291
714,2524
706,321
784,112
808,7881
706,9856
641,1227
714,6372
931,5314
707,193
640,9252
704,2973
261,8636
1121,292
643,7485
706,9856
1540,398
702,568
639,5335
943,5095
515,3717
1218,904
1300,136
1034,227
1118,401
1121,292
561,7895
783,1938
705,9968

1872,039
1893,237
1545,516
1824,763
2871,943
1725,141
2407,15
889,045
2551,216
2161,359
806,7114
1677,292
1537,979
1945,846
2001,797
1720,28
1995,266
1360,519
967,0544
2151,338
2453,214
1641,853
1461,453
1779,599
527,6999
2444,69
1332,046
1708,271
3295,638
1585,926
1504,789
2088,876
1142,529
2558,281
2586,149
2357,831
2448,924
2752,873
1495,648
1866,987
1337,628

135
Universitas Sumatera Utara

75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115

72,6683
38,5498
45,8166
62,1816
56,3967
84,9771
78,2267
65,6325
67,6403
73,269
48,822
70,5406
61,9961
72,247
71,579
72,689
57,8796
71,9188
76,6053
39,0588
56,538
74,1902
76,7672
56,3941
71,5496
64,2217
76,3415
65,1324
81,5698
56,1703
83,6276
75,1944
66,8394
54,5015
67,3439
56,7024
70,9561
69,3899
59,4111
71,753
72,8736

23,9447
14,8794
25,1297
23,9188
22,5981
36,2147
26,6279
23,9277
25,1617
33,4425
23,889
30,5695
23,7892
26,5931
26,6484
28,113
25,1297
33,3226
25,2167
21,3254
26,506
25,3091
25,1281
23,8929
33,3815
26,5806
29,1106
26,7686
25,3165
25,3597
37,4694
30,532
29,2252
26,5767
27,9552
18,7591
36,0239
30,7139
23,9441
33,4928
32,1594

5280,682
1486,087
2099,161
3866,551
3180,588
7221,108
6119,417
4307,625
4575,21
5368,346
2383,588
4975,976
3843,516
5219,629
5123,553
5283,691
3350,048
5172,314
5868,372
1525,59
3196,545
5504,186
5893,203
3180,295
5119,345
4124,427
5828,025
4242,23
6653,632
3155,103
6993,575
5654,198
4467,505
2970,414
4535,201
3215,162
5034,768
4814,958
3529,679
5148,493
5310,562

573,3487
221,3965
631,5018
572,109
510,6741
1311,504
709,0451
572,5348
633,1111
1118,401
570,6843
934,4943
565,926
707,193
710,1372
790,3408
631,5018
1110,396
635,882
454,7727
702,568
640,5505
631,4214
570,8707
1114,325
706,5283
847,427
716,5579
640,9252
643,1144
1403,956
932,203
854,1123
706,321
781,4932
351,9038
1297,721
943,3437
573,3199
1121,768
1034,227

1740,021
573,5979
1151,357
1487,309
1274,458
3077,42
2083,013
1570,435
1701,945
2450,299
1166,309
2156,391
1474,838
1921,272
1907,466
2043,506
1454,497
2396,521
1931,733
832,9445
1498,596
1877,687
1929,014
1347,419
2388,433
1707,051
2222,347
1743,503
2065,062
1424,462
3133,476
2295,835
1953,395
1448,47
1882,612
1063,686
2556,115
2131,234
1422,545
2403,209
2343,571

136
Universitas Sumatera Utara

116
117
118
119
120
TOTAL

77,5068
70,6778
73,1604
64,1678
66,7789

31,89
26,5767
18,744
32,0051
23,8929

6007,304
4995,351
5352,444
4117,507
4459,421

1016,972
706,321
351,3375
1024,326
570,8707

2471,692
1878,383
1371,319
2053,697
1595,542

7636,003

3264,766

505481,4

91916,67

213163,6

137
Universitas Sumatera Utara