KUESIONER PROFIL DEMOGRAFIS RESPONDEN

  Kepada Yth. Ibu/Bapak/Sdr/I Pelanggan Bengkel dan Dealer Motor Yamaha Agung, Penggaron.

  Dengan hormat,

Sebagai syarat untuk penyelesaian tugas akhir saya dan bekerjasama dengan pemilik Bengkel

dan Dealer Motor Yamaha Agung ini, maka saya mengadakan penelitian dengan judul:”

Analisis Kepuasan Konsumen terhadap Layanan Dealer Yamaha Agung (Studi Kasus di

Yamaha Agung Penggaron). Oleh karena itu, saya memohon kesediaaan Ibu/Bapak/Sdr/I

sebagai pelanggan bengkel ini, untuk mengisi kuesioner penelitian di bawah ini.

Besar harapan saya, bahwa hasil dari penelitian akan memberi sumbangsih pemikiran dan

langkah-langkah yang akan dapat diterapkan di kemudian hari demi untuk lebih

meningkatkan kepuasan Ibu/Bapak/Sdr/I dalam melalukan servis di tempat ini Terima kasih Peneliti

  

KUESIONER

PROFIL DEMOGRAFIS RESPONDEN Nama : …………………….. Jenis Kelamin : …………………….. Usia : …………………….. Pendidikan terakhir : …………………….. Pekerjaan : …………………….. Alamat : …………………….. Pengeluaran perbulan : …………………….. Jenis Kendaraan yang diservis : …………………….. Waktu pembelian : …………………….. (bila mungkin spesifik)

PROFIL PERILAKU KE BENGKEL

  

Dalam 1 tahun anda melakukan service motor di Dealer Yamaha Agung Penggaron sebanyak:

  a. 1 kali

  c. 3 kali

  b. 2 kali

  d. 4 kali/lebih Dari frekuensi tersebut, anda lebih banyak untuk keperluan : a. Service karna ada kerusakan motor

  b. Hanya service rutin Anda mengetahui bengkel ini dari: ………………………..

KUES TANGGAPAN

  Mohon memberikan tanda  pada kolom 1/2/3/4/5, sesuai tanggapan/ penilaian anda dengan criteria bahwa angka: 1 = Sangat Tidak Setuju

  2 = Tidak Setuju 3 = Netral 4 = Setuju 5 = Sangat Setuju

BAGIAN I: Untuk Bagian Penerimaan No Keterangan

  1

  2

  3

  4

  5 1.

   Aspek Reliability a Kinerja Pelayanan penerimaan baik b Layanan penerimaan cepat c Layanan sesuai antrian d Harga servis wajar e Jam penerimaan pelayanan bengkel tepat f Tersedia daftar harga servis yang jelas

  2. Aspek Responsiveness a Penerima konsumen tanggap terhadap kemauan konsumen b Penerima konsumen tanggap terhadap keluhan khusus c Penerima konsumen merespon setiap pertanyaan konsumen dengan baik d Lama waktu antrian untuk servis jelas e Penerima konsumen respon atas setiap permintaan konsumen dengan baik f Penerima konsumen sigap membantu konsumen saat datang

  3. Aspek Assurance a Ada jaminan ketepatan proses layanan. b Bengkel mudah dihubungi lewat telepon c Penerima konsumen ramah pada konsumen d Penerima konsumen sungguh-sungguh dalam memahami masalah e Penerima konsumen bersedia memberi informasi tentang servis f Penerima konsumen mengingatkan waktu servis berikutnya g Tersedia fasilitas booking servis (pesan tempat) 4.

   Aspek Tangibles a Tata ruang yang nyaman b Penampilan petugas penerima yang menarik c Ruang tunggu bersih d Ruang tunggu rapi e Penerima konsumen berpenampilan menarik f Terdapat materi pengisi waktu (mis: bacaan/televisi) g Kapasitas area penerimaan yang memadai

BAGIAN II: Untuk Bagian Mekanik No Keterangan

  1

  2

  3

  4

  5 2.

   Aspek Reliability a Kinerja pekerjaan mekanik baik b Mekanik mengerjaan dengan cekatan c Pengerjaan tepat sesuai masalah d Jam pelayanan bengkel tepat waktu e Pengetahuan petugas bengkel baik f Selalu tersedia suku cadang/sparepart yang dibutuhkan

  2. Aspek Responsiveness a Mekanik cepat dalam memberikan informasi masalah motor b Mekanik tanggap terhadap kemauan konsumen c Mekanik tanggap terhadap keluhan khusus d Mekanik cepat dalam penanganan keluhan e Mekanik merespon baik setiap permintaan konsumen f Mekanik siap untuk menjelaskan masalah

  3. Aspek Assurance a Ada jaminan bengkel atas ketepatan pengerjaan b Tersediaan alat bengkel yang memadai c Ada standar bengkel untuk proses perawatan motor

  4. Aspek Emphaty c Penataan display bengkel baik d Kapasitas area bengkel yang memadai e Penampilan mekanik bengkel baik f Teknologi yang digunakan mutakhir

  

Sekiranya ada saran atau pemikiran untuk semakin baiknya layanan di sini, silahkan

menguraikan di tempat ini:

………………………………………………………………………………………………….

………………………………………………………………………………………………...

TERIMA KASIH ATAS PARTISIPASINYA

  LAMPIRAN: TABEL OLAHAN SPSS

Nama

  1.0

  1.0

  36.0 Kessy

  1

  1.0

  1.0

  37.0 Kris

  1

  1.0

  1.0

  38.0 Krisprantono

  1

  1.0

  1

  39.0 LenyanaGunawan

  1

  1.0

  1.0

  40.0 Lili

  1

  1.0

  1.0

  41.0 Linawati

  1

  1.0

  1.0

  35.0 Katmi

  42.0 Lucyana

  1.0

  1.0

  29.0 Jamaludin

  1

  1.0

  1.0

  30.0 Jessica Wirawan

  1

  1.0

  1.0

  31.0 JokoKosasih

  1

  1.0

  1.0

  32.0 JokoPurwito

  1

  1.0

  1.0

  33.0 Jumarno

  1

  1.0

  1.0

  34.0 Kartika

  1

  1.0

  1.0

  1

  1

  1.0

  50.0 Ngadimah

  1

  1.0

  1.0

  51.0 Ngatino

  1

  1.0

  1.0

  52.0 Nina Lestari

  1

  1.0

  53.0 Ninik

  1.0

  1

  1.0

  1.0

  54.0 NugrohoPutro

  1

  1.0

  1.0

  55.0 Nurkasanah

  1

  1.0

  1.0

  1.0

  1

  1.0

  1.0

  1.0

  43.0 Lukito

  1

  1.0

  1.0

  44.0 LukmanSantoso

  1

  1.0

  1.0

  45.0 Mardiyono

  1

  1.0

  49.0 Merry Puspita Sari

  46.0 Markus Wijaya

  1

  1.0

  1.0

  47.0 Martonosuko

  1

  1.0

  1.0

  48.0 Maryono

  1

  1.0

  1.0

  1.0

  28.0 IrawanSanjaya

  Frequency Percent Valid Percent Cumulative Percent Valid AgungWijaya

  1

  1.0

  1.0

  8.0 Catur Edi Wardoyo

  1

  1.0

  1.0

  9.0 Chandra AjiSusilo

  1

  1.0

  1.0

  10.0 CiciWulandariPusparini

  1.0

  7.0 BramantyaPrakasa

  1.0

  11.0 Citra Purwita

  1

  1.0

  1.0

  12.0 DanangDwiKuncoro

  1

  1.0

  1.0

  13.0 Darmanto

  1

  1

  1.0

  1.0

  3.0 AmbarwatiSetyaningsih

  1

  1.0

  1.0

  1.0 Ali Rosidi

  1

  1.0

  1.0

  2.0 Aljufri

  1

  1.0

  1.0

  1

  1.0

  1.0

  1.0

  4.0 AyuningTyas

  1

  1.0

  1.0

  5.0 BagusRaditya

  1

  1.0

  1.0

  6.0 BambangJatmiko

  1

  1.0

  14.0 Dian Sarwono

  1.0

  1.0

  1.0

  22.0 Gunawan Chandra

  1

  1.0

  1.0

  23.0 HendarmanSudjatmiko

  1

  1.0

  1.0

  24.0 HendiBagusTriyadi

  1

  1.0

  1

  25.0 Herman Supanji

  1

  1.0

  1.0

  26.0 ImasSulistyaning

  1

  1.0

  1.0

  27.0 Indira Devi

  1

  1.0

  1.0

  21.0 GanangWibowo

  1

  1

  1.0

  1.0

  15.0 Dimas Mahardika

  1

  1.0

  1.0

  16.0 Dimas Sinandang

  1

  1.0

  1.0

  17.0 Dina Prameswari

  1.0

  1.0

  1.0

  18.0 DiniAnjaniPutri

  1

  1.0

  1.0

  19.0 EkoAgusPurnomo

  1

  1.0

  1.0

  20.0 FransiskaKencana Sari

  1

  1.0

  56.0 Nuryanto

  1

  1.0

  1

  1.0

  1.0

  91.0 Vebriani

  1

  1.0

  1.0

  92.0 Verawati

  1

  1.0

  93.0 Vivi

  1.0

  1

  1.0

  1.0

  94.0 Wagiyono

  2

  2.0

  2.0

  96.0 Wati

  1

  1.0

  90.0 Usmiyati

  1.0

  97.0 Yono

  1

  1.0

  84.0 Toni IndraGunawan

  1

  1.0

  1.0

  85.0 TotokHaryadi

  1

  1.0

  1.0

  86.0 Triyono

  1.0

  1

  1.0

  87.0 Tumirah

  1

  1.0

  1.0

  88.0 UcokNaryadi

  1

  1.0

  1.0

  89.0 Usman

  1.0

  1

  1

  1.0

  6.0

  6.0

  17.0

  25.00

  6

  6.0

  6.0

  23.0

  26.00

  1

  1.0

  24.00

  24.0

  27.00

  8

  8.0

  8.0

  32.0

  28.00

  1

  1.0

  1.0

  6

  11.0

  1.0

  36

  1.0

  98.0 Yoyok

  2

  2.0 2.0 100.0 Total 100 100.0 100.0

  Jenkel

  Frequency Percent Valid Percent Cumulative Percent Valid L

  64

  64.0

  64.0

  64.0 P

  36.0 36.0 100.0 Total 100 100.0 100.0

  8.0

  Usia

  Frequency Percent Valid Percent Cumulative Percent Valid

  22.00

  3

  3.0

  3.0

  3.0

  23.00

  8

  8.0

  1.0

  83.0 Toladi

  1.0

  1.0

  1

  1.0

  1.0

  65.0 PudjoKoesworo

  1

  1.0

  1.0

  66.0 RanggaWicaksono

  1

  1.0

  67.0 Ratriningsih

  1.0

  1

  1.0

  1.0

  68.0 RianSangaji

  1

  1.0

  1.0

  69.0 Ridho

  1

  1.0

  64.0 PrakosoAjiSetyawan

  1.0

  70.0 RobertusAdiNugroho

  1

  1.0

  58.0 Oki

  1

  1.0

  1.0

  59.0 Oktavianus

  1

  1.0

  1.0

  60.0 Olivia

  1.0

  1

  1.0

  61.0 OtongSatriyo

  1

  1.0

  1.0

  62.0 Pandu

  1

  1.0

  1.0

  63.0 Panirah

  1.0

  1

  1.0

  1.0

  1

  1.0

  1.0

  78.0 Surya Adji

  1

  1.0

  1.0

  79.0 TasIman

  1

  1.0

  80.0 Tina Amelia

  1.0

  1

  1.0

  1.0

  81.0 TitikPuspita

  1

  1.0

  1.0

  82.0 Tiyok

  1

  1.0

  77.0 Suraji

  1.0

  1.0

  1

  1.0

  71.0 Rudi

  1

  1.0

  1.0

  72.0 Rusmiani

  1

  1.0

  1.0

  73.0 Sari

  1.0

  1

  1.0

  74.0 Sariman

  1

  1.0

  1.0

  75.0 Sri Mulati

  1

  1.0

  1.0

  76.0 Suhendra

  33.0

  29.00

  65.0 SMK

  57.0 SD

  7

  7.0

  7.0

  64.0 SLTA

  1

  1.0

  1.0

  1

  45.0

  1.0

  1.0

  66.0 SMP

  12

  12.0

  12.0

  78.0 SMU

  17

  17.0

  45.0

  45

  95.0 STM

  1

  2.0

  2.0

  98.0

  52.00

  1

  1.0

  1.0

  99.0

  56.00

  1.0 1.0 100.0 Total 100 100.0 100.0

  12.0 S1

  Pendidikan

  Frequency Percent Valid Percent Cumulative Percent Valid D1

  1

  1.0

  1.0

  1.0 D3

  11

  11.0

  11.0

  17.0

  5

  51.00

  1.0

  19.0

  65.0 PegawaiNegeri

  8

  8.0

  8.0

  73.0 Pensiunan

  1

  1.0

  74.0 swasta

  19

  9

  9.0

  9.0

  83.0 Swasta

  15

  15.0

  15.0

  98.0 TNI

  2

  19.0

  46.0 Pedagang

  5.0 5.0 100.0 Total 100 100.0 100.0

  13.0 Karyawan

  

Pekerjaan

  Frequency Percent Valid Percent Cumulative Percent Valid IbuRumahTangga

  10

  10.0

  10.0

  10.0 karyawan

  3

  3.0

  3.0

  13

  12.0

  13.0

  13.0

  26.0 mahasiswa

  8

  8.0

  8.0

  34.0 Mahasiswa

  12

  12.0

  2

  96.0

  11

  67.0

  3

  3.0

  3.0

  64.0

  35.00

  3

  3.0

  3.0

  36.00

  61.0

  3

  3.0

  3.0

  70.0

  37.00

  3

  3.0

  3.0

  73.0

  34.00

  5.0

  3

  4

  11.0

  11.0

  44.0

  30.00

  4

  4.0

  4.0

  48.0

  31.00

  4.0

  5.0

  4.0

  52.0

  32.00

  4

  4.0

  4.0

  56.0

  33.00

  5

  38.00

  3.0

  1.0

  3.0

  2.0

  86.0

  47.00

  3

  3.0

  3.0

  89.0

  48.00

  3

  3.0

  2

  92.0

  49.00

  3

  3.0

  3.0

  95.0

  50.00

  1

  1.0

  2.0

  45.00

  3.0

  2.0

  76.0

  39.00

  1

  1.0

  1.0

  77.0

  40.00

  2

  2.0

  79.0

  84.0

  41.00

  3

  3.0

  3.0

  82.0

  44.00

  2

  2.0

  2.0

  2.0 2.0 100.0 Total 100 100.0 100.0

  

Alamat

  1.0

  6

  6.0

  6.0

  59.0 JlWolterMonginsidi

  2

  2.0

  2.0

  61.0 JlWolterMonginsidi 116

  1

  1.0

  62.0 Jl. Agatis - Plamongan Sari

  1.0

  1

  1.0

  1.0

  63.0 Jl. Albasia , Plamongan Sari

  3

  3.0

  3.0

  66.0 Jl. Mahesa Barat

  1

  1.0

  53.0 JlTlogoPancing

  1.0

  67.0 Jl. Mahesa Barat I/5

  1

  1.0

  46.0 JlPinus 991 PerumPlamongan Indah

  1

  1.0

  1.0

  47.0 JlPlamongan Indah PerumPlamonganHijau

  1

  1.0

  1.0

  48.0 JlPlamongan Indah PerumPlamonganHijau

  1.0

  1

  1.0

  49.0 JlSonokelingPlamongan Sari Pedurungan

  2

  2.0

  2.0

  51.0 JlTlogoAsri

  1

  1.0

  1.0

  52.0 JlTlogoAsri RT 003/07

  1.0

  1

  1

  85.0 Perum Bukit Kencana Jaya

  1.0

  1.0

  78.0 Kuripan, Karangawen

  3

  3.0

  3.0

  81.0 Meteseh

  4

  4.0

  4.0

  5

  77.0 Kompl BPD RT 004/06

  5.0

  5.0

  90.0 PerumPlamongan Indah Bl H-V/29

  1

  1.0

  1.0

  91.0 PerumPlamongan Indah RT 002/08

  1

  1.0

  1.0

  1

  3.0

  1.0

  1

  1.0

  68.0 Jl. TuronggoMuktiTahab I

  1

  1.0

  1.0

  69.0 Jl. WanaraMukti

  1

  1.0

  1.0

  70.0 Jl. WanaraMukti I/188

  1.0

  3.0

  1.0

  71.0 Jl. WanaraMukti III

  1

  1.0

  1.0

  72.0 Jl. WanaraMukti IV

  2

  2.0

  2.0

  74.0 Jragung, Karangawen

  3

  1.0

  45.0 JlPenggaronLor RT 002/01

  Frequency Percent Valid Percent Cumulative Percent Valid Brambang, Karangawen

  1.0

  15.0 JlIbani - Plamongan Sari

  1

  1.0

  1.0

  16.0 JlJati Raya PerumPlamongan Indah

  2

  2.0

  2.0

  18.0 JlKelapaGading - Plamongan Sari

  1

  1.0

  1.0

  19.0 JlKelapaGading Raya PerumPlamongan Indah

  1

  1.0

  1.0

  20.0 JlKelapaSawit - Plamongan Sari

  2

  2.0

  2.0

  22.0 JlKelapaSawit I KomplPlamongan Indah

  1

  1.0

  1

  1.0

  6.0

  1

  1.0

  1.0

  1.0 Bumirejo, Karangawen

  4

  4.0

  4.0

  5.0 JlBrigjenSudiarto - Gayamsari

  6

  6.0

  11.0 JlBrigjenSudiarto 131-G Gayamsari

  14.0 Jl Bukit KelapaSawit VII Bl AD/24 Perum Bukit Kencana Jaya

  1

  1.0

  1.0

  12.0 JlBrigjenSudiartoGayamsari

  1

  1.0

  1.0

  13.0 JlBrigjenSudiarto RT 002/01 PenggaronKidul

  1

  1.0

  1.0

  1.0

  23.0 JlKelapaSawit I Plamongan Indah RT 005/06

  1.0

  2.0

  2

  2.0

  2.0

  34.0 JlMerbauPlamongan Sari Pedurungan

  2

  2.0

  2.0

  36.0 JlPenggaron

  2

  2.0

  38.0 JlPenggaron 540

  3.0

  1

  1.0

  1.0

  39.0 JlPenggaronKidul

  5

  5.0

  5.0

  44.0 JlPenggaronLor

  1

  1.0

  32.0 JlMerantiPlamongan Sari Pedurungan

  3.0

  1

  26.0 Jl KH TohirPalebon

  1.0

  1.0

  24.0 JlKelapaSawitPerumPlamongan Indah

  1

  1.0

  1.0

  25.0 JlKelapaSawitPerumPlamongan Indah

  1

  1.0

  1.0

  1

  3

  1.0

  1.0

  27.0 Jl KH Tohir - Penggaron

  1

  1.0

  1.0

  28.0 Jl KH Tohir 6 Palebon

  1

  1.0

  1.0

  29.0 Jl KH TohirPalebon

  92.0 Taman MahesaMukti

  1

  1.0

  1.0

  99.0 Wonosekar, Karangawen

  1

  1.0 1.0 100.0 Total 100 100.0 100.0

  Pengeluaranuntuk Motor

  Frequency Percent Valid Percent Cumulative Percent Valid

  1

  1.0

  1.0

  1.0 ± 100 rb

  27

  27.0

  27.0

  28.0 ± 50 rb

  72

  72.0 72.0 100.0 Total 100 100.0 100.0

  JenisKend

  Frequency Percent Valid Percent Cumulative Percent Valid Byson

  2

  2.0

  2.0

  2.0 Jupiter mx

  6

  6.0

  6.0

  8.0 Jupiter Z

  13

  13.0

  13.0

  21.0 Mio

  47

  47.0

  47.0

  68.0 Mio soul

  10

  10.0

  10.0

  78.0 Scorpio

  4

  4.0

  4.0

  82.0 Vega

  10

  10.0

  10.0

  92.0 Vixion

  8

  8.0 8.0 100.0 Total 100 100.0 100.0

  WaktuPembelian

  Frequency Percent Valid Percent Cumulative Percent Valid 2006.00

  3

  3.0

  3.0

  3.0 2007.00

  7

  7.0

  7.0

  10.0 2008.00

  14

  14.0

  14.0

  24.0 2009.00

  35

  35.0

  35.0

  59.0 2010.00

  26

  26.0

  26.0

  85.0 2011.00

  15

  15.0 15.0 100.0 Total 100 100.0 100.0

  FrekwensiKeBengkel

  Frequency Percent Valid Percent Cumulative Percent Valid

  2

  4

  4.0

  4.0

  4.0

  3

  8

  8.0

  8.0

  12.0 4x lebih

  88

  88.0 88.0 100.0 Total 100 100.0 100.0

  DominanKeluhan

  Frequency Percent Valid Percent Cumulative Percent Valid kerusakan motor

  26

  26.0

  26.0

  26.0 service rutin

  74

  74.0 74.0 100.0 Total 100 100.0 100.0

  TahuBengkelini

  Frequency Percent Valid Percent Cumulative Percent Valid LokasidekatRumah

  12

  12.0

  12.0

  12.0 Showroom

  58

  58.0

  58.0

  70.0 Teman

  14

  14.0

  14.0

  84.0 Tetangga

  16

  16.0 16.0 100.0

  

TahuBengkelini

  Frequency Percent Valid Percent Cumulative Percent Valid LokasidekatRumah

  12

  12.0

  12.0

  12.0 Showroom

  58

  58.0

  58.0

  70.0 Teman

  14

  14.0

  14.0

  84.0 Tetangga

  16

  16.0 16.0 100.0 Total 100 100.0 100.0

  KinerjaPelayananpenerimaanbaik

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  3

  3.0

  3.0

  3.0

  2.00

  14

  14.0

  14.0

  17.0

  3.00

  16

  16.0

  16.0

  33.0

  4.00

  49

  49.0

  49.0

  82.0

  5.00

  18

  18.0 18.0 100.0 Total 100 100.0 100.0

  Layananpenerimaancepat

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  10

  10.0

  10.0

  10.0

  2.00

  32

  32.0

  32.0

  42.0

  3.00

  32

  32.0

  32.0

  74.0

  4.00

  24

  24.0

  24.0

  98.0

  5.00

  2

  2.0 2.0 100.0 Total 100 100.0 100.0

  Layanansesuaiantrian

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  2

  2.0

  2.0

  2.0

  2.00

  21

  21.0

  21.0

  23.0

  3.00

  26

  26.0

  26.0

  49.0

  4.00

  45

  45.0

  45.0

  94.0

  5.00

  6

  6.0 6.0 100.0 Total 100 100.0 100.0

  Hargaserviswajar

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  2

  2.0

  2.0

  2.0

  2.00

  10

  10.0

  10.0

  12.0

  3.00

  27

  27.0

  27.0

  39.0

  4.00

  49

  49.0

  49.0

  88.0

  5.00

  12

  12.0 12.0 100.0 Total 100 100.0 100.0

   Jam penerimaanpelayananbengkeltepat

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  1

  1.0

  1.0

  1.0

  2.00

  4

  4.0

  4.0

  5.0

  3.00

  26

  26.0

  26.0

  31.0

  4.00

  59

  59.0

  59.0

  90.0

  

Jam penerimaanpelayananbengkeltepat

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  1

  1.0

  1.0

  1.0

  2.00

  4

  4.0

  4.0

  5.0

  3.00

  26

  26.0

  26.0

  31.0

  4.00

  59

  59.0

  59.0

  90.0

  5.00

  10

  10.0 10.0 100.0 Total 100 100.0 100.0

  

Tersediadaftarhargaservis yang jelas

  Frequency Percent Valid Percent Cumulative Percent Valid

  2.00

  2

  2.0

  2.0

  2.0

  3.00

  28

  28.0

  28.0

  30.0

  4.00

  57

  57.0

  57.0

  87.0

  5.00

  13

  13.0 13.0 100.0 Total 100 100.0 100.0

  

tanggapkemauankonsumen

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  1

  1.0

  1.0

  1.0

  3.00

  36

  36.0

  36.0

  37.0

  4.00

  56

  56.0

  56.0

  93.0

  5.00

  7

  7.0 7.0 100.0 Total 100 100.0 100.0

  

tanggapterhadapkeluhankhusus

  Frequency Percent Valid Percent Cumulative Percent Valid

  3.00

  58

  58.0

  58.0

  58.0

  4.00

  39

  39.0

  39.0

  97.0

  5.00

  3

  3.0 3.0 100.0 Total 100 100.0 100.0

  

meresponpertanyaandenganbaik

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  5

  5.0

  5.0

  5.0

  2.00

  2

  2.0

  2.0

  7.0

  3.00

  46

  46.0

  46.0

  53.0

  4.00

  46

  46.0

  46.0

  99.0

  5.00

  1

  1.0 1.0 100.0 Total 100 100.0 100.0

  

Lama waktuantrianuntukservisjelas

  Frequency Percent Valid Percent Cumulative Percent Valid

  3.00

  6

  6.0

  6.0

  6.0

  4.00

  94

  94.0 94.0 100.0 Total 100 100.0 100.0

  

responpermintaankonsumenbaik

  Frequency Percent Valid Percent Cumulative Percent Valid

  2.00

  2

  2.0

  2.0

  2.0

  3.00

  46

  46.0

  46.0

  48.0

  4.00

  52

  52.0 52.0 100.0 Total 100 100.0 100.0

  

sigapmembantukonsumendatang

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  3

  3.0

  3.0

  3.0

  2.00

  14

  14.0

  14.0

  17.0

  3.00

  16

  16.0

  16.0

  33.0

  4.00

  49

  49.0

  49.0

  82.0

  5.00

  18

  18.0 18.0 100.0 Total 100 100.0 100.0

  

Ada jaminanketepatan proses layanan

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  10

  10.0

  10.0

  10.0

  2.00

  32

  32.0

  32.0

  42.0

  3.00

  32

  32.0

  32.0

  74.0

  4.00

  24

  24.0

  24.0

  98.0

  5.00

  2

  2.0 2.0 100.0 Total 100 100.0 100.0

  

Ada jaminanketepatanurutanlayanan

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  2

  2.0

  2.0

  2.0

  2.00

  21

  21.0

  21.0

  23.0

  3.00

  26

  26.0

  26.0

  49.0

  4.00

  45

  45.0

  45.0

  94.0

  5.00

  6

  6.0 6.0 100.0 Total 100 100.0 100.0

  

kepastianpemanfaatangaransi

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  2

  2.0

  2.0

  2.0

  2.00

  10

  10.0

  10.0

  12.0

  3.00

  27

  27.0

  27.0

  39.0

  4.00

  49

  49.0

  49.0

  88.0

  5.00

  12

  12.0 12.0 100.0 Total 100 100.0 100.0

  

menanggapimasalahmelaluitelepon

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  1

  1.0

  1.0

  1.0

  2.00

  4

  4.0

  4.0

  5.0

  3.00

  26

  26.0

  26.0

  31.0

  4.00

  59

  59.0

  59.0

  90.0

  5.00

  10

  10.0 10.0 100.0 Total 100 100.0 100.0

  

mudahdihubungilewattelepon

  Frequency Percent Valid Percent Cumulative Percent Valid

  2.00

  2

  2.0

  2.0

  2.0

  3.00

  28

  28.0

  28.0

  30.0

  4.00

  57

  57.0

  57.0

  87.0

  5.00

  13

  13.0 13.0 100.0 Total 100 100.0 100.0

  

ramahpadakonsumen

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  1

  1.0

  1.0

  1.0

  3.00

  36

  36.0

  36.0

  37.0

  4.00

  56

  56.0

  56.0

  93.0

  5.00

  7

  7.0 7.0 100.0 Total 100 100.0 100.0

  

sungguh-sungguh

  Frequency Percent Valid Percent Cumulative Percent Valid

  3.00

  58

  58.0

  58.0

  58.0

  4.00

  39

  39.0

  39.0

  97.0

  5.00

  3

  3.0 3.0 100.0 Total 100 100.0 100.0

  

bersediamemberiinformasi

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  5

  5.0

  5.0

  5.0

  2.00

  2

  2.0

  2.0

  7.0

  3.00

  46

  46.0

  46.0

  53.0

  4.00

  46

  46.0

  46.0

  99.0

  5.00

  1

  1.0 1.0 100.0 Total 100 100.0 100.0

  

mengingatkanwaktuservis

  Frequency Percent Valid Percent Cumulative Percent Valid

  3.00

  6

  6.0

  6.0

  6.0

  4.00

  94

  94.0 94.0 100.0 Total 100 100.0 100.0

  

fasilitas booking servis

  Frequency Percent Valid Percent Cumulative Percent Valid

  2.00

  2

  2.0

  2.0

  2.0

  3.00

  46

  46.0

  46.0

  48.0

  4.00

  52

  52.0 52.0 100.0 Total 100 100.0 100.0

  

Tata ruang yang nyaman

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  3

  3.0

  3.0

  3.0

  2.00

  14

  14.0

  14.0

  17.0

  3.00

  16

  16.0

  16.0

  33.0

  4.00

  49

  49.0

  49.0

  82.0

  5.00

  18

  18.0 18.0 100.0 Total 100 100.0 100.0

  

Ruangtunggubersih

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  10

  10.0

  10.0

  10.0

  2.00

  32

  32.0

  32.0

  42.0

  3.00

  32

  32.0

  32.0

  74.0

  4.00

  24

  24.0

  24.0

  98.0

  5.00

  2

  2.0 2.0 100.0 Total 100 100.0 100.0

  

Ruangtunggurapi

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  2

  2.0

  2.0

  2.0

  2.00

  21

  21.0

  21.0

  23.0

  3.00

  26

  26.0

  26.0

  49.0

  4.00

  45

  45.0

  45.0

  94.0

  5.00

  6

  6.0 6.0 100.0 Total 100 100.0 100.0

  

Penerimakonsumenberpenampilanmenarik

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  2

  2.0

  2.0

  2.0

  2.00

  10

  10.0

  10.0

  12.0

  3.00

  27

  27.0

  27.0

  39.0

  4.00

  49

  49.0

  49.0

  88.0

  5.00

  12

  12.0 12.0 100.0 Total 100 100.0 100.0

  

Terdapatmateripengisiwaktu

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00

  1

  1.0

  1.0

  1.0

  2.00

  4

  4.0

  4.0

  5.0

  3.00

  26

  26.0

  26.0

  31.0

  4.00

  59

  59.0

  59.0

  90.0

  5.00

  10

  10.0 10.0 100.0 Total 100 100.0 100.0

  

area penerimaan yang memadai

  Frequency Percent Valid Percent Cumulative Percent Valid

  2.00

  2

  2.0

  2.0

  2.0

  3.00

  28

  28.0

  28.0

  30.0

  4.00

  57

  57.0

  57.0

  87.0

  5.00

  13

  13.0 13.0 100.0 Total 100 100.0 100.0

  

Kinerjapekerjaanmekanikbaik

  Frequency Percent Valid Percent Cumulative Percent Valid

  1.00