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kuisioner pemasaran

kuisioner pemasaran

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Published by: Petapa Genit on Aug 08, 2012
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11/05/2012

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KUESIONER PENELITIAN

Karakteristik Responden a. Jenis Kelamin 1. Laki-Laki 2. Wanita b. Pendidikan 1. SMA 2. D3/S1 3. S2/S3 c. Pekerjaan 1. Pelajar/Mahasiswa 2. PNS 3. Swasta 4. Guru/Dosen 5. Lain-lain d. Usia 1. 17 tahun s/d 27 tahun 2. 28 tahun s/d 38 tahun 3. 39 tahun s/d 50 tahun Keterangan : 1. Isilah kolom di sebelah kanan dengan tanda × atau √ yang paling sesuai menurut anda 2. Tidak ada jawaban salah atau benar 3. Pilihan jawaban yang tersedia sebagai berikut : STS TS N S SS Sangat Tidak Setuju Tidak Setuju Netral Setuju Sangat Setuju

Sumber Bahtera Motor sesuai dengan harapan pelanggan. 1. PT. Sumber Bahtera Motor mempunyai wewenang untuk memutuskan permasalahan ketika melakukan transaksi dengan pelanggan TS N S SS 1. Empowering Employees/EE (Pemberian Wewenang Kepada Karyawan) Karyawan PT. dll). 3. 3. Manajemen PT. Pelayanan yang diberikan PT. Sumber Bahtera Motor telah mendorong karyawannya untuk melayani pelanggan dengan penuh ramah dan penuh persahabatan. PT. Sumber Bahtera Motor sesuai dengan harapan saya dalam menjamin keamanan pada setiap pelanggan. Manajemen PT.Relationship Marketing Inputs No 1. 3. 2. 2. Karyawan PT. 3. 1. Sumber Bahtera Motor telah menciptakan lingkungan dan suasana kerja yang baik bagi karyawan Karyawan PT. Sumber Bahtera Motor telah mendengarkan dan menindaklanjuti keluhan yang disampaikan pelanggan. . Sumber Bahtera Motor telah menunjukkan rasa percaya diri dalam melaksanakan tugas. Total Quality Management/TQM (Manajemen Mutu Total) PT. Sumber Bahtera Motor mempunyai tanggung jawab untuk menyelesaikan permasalahan ketika melakukan transaksi dengan pelanggan Manajemen PT. Understanding Customer Expectation/UCE STS (Memahami Harapan Pelanggan) PT. Sumber Bahtera Motor sesuai dengan harapan saya dalam membiasakan karyawannya bersikap ramah terhadap pelanggan. 2. Sumber Bahtera Motor telah meningkatkan mutu pelayanan secara berkesinambungan. Sumber Bahtera Motor telah melibatkan pelanggan dalam meningkatkan mutu pelayanan. Sumber Bahtera Motor telah menyediakan fasilitas fisik yang baik (misalnya: gedung yang bagus. 2. ruangan yang nyaman. Building Service Partnership/BSP (Kerjasama Dengan Pelanggan) Karyawan PT.

4. TS N S SS 5. Saya merasa puas karena PT. Sumber Bahtera Motor mau melibatkan pelanggan dalam meningkatkan mutu pelayanan. Sumber Bahtera Motor menjamin keamanan pelanggannya.Relationship Marketing Outputs No 1. 6. Sumber Bahtera Motor mau mendorong karyawannya untuk melayani pelanggan dengan penuh ramah dan penuh persahabatan. . 3. Sumber Bahtera Motor mau mendorong karyawannya untuk melayani pelanggan dengan penuh ramah dan penuh persahabatan. Saya merasa puas karena manajemen PT. Sumber Bahtera Motor mau mendengarkan dan menindaklanjuti keluhan yang disampaikan pelanggan. 6. Sumber Bahtera Motor mau melibatkan pelanggan tentang bagaimana meningkatkan mutu pelayanan. 3. Sumber Bahtera Motor membiasakan karyawannya berlaku ramah terhadap pelanggan. Sumber Bahtera Motor memberikan pelayanan yang cepat kepada pelanggan. Saya akan loyal atau setia karena PT. 5. Sumber Bahtera Motor menjamin keamanan pelanggan. Saya merasa puas karena karyawan PT. Sumber Bahtera Motor mau mendengarkan dan menindaklanjuti keluhan yang disampaikan pelanggan. Saya akan loyal atau setia karena PT. 2. Saya merasa puas karena manajemen PT. Saya akan loyal atau setia karena PT. Sumber Bahtera Motor membiasakan karyawannya berlaku ramah terhadap pelanggan/konsumen. Customer Loyalty/CL (Kesetiaan Pelanggan) Saya akan loyal atau setia karena PT. Sumber Bahtera Motor memberikan pelayanan yang cepat kepada pelanggan. 2. Saya akan loyal atau setia karena PT. 1. Saya merasa puas karena PT. Customer Satisfaction/CS STS (Kepuasan Pelanggan) Saya merasa puas karena PT. 4. Saya akan loyal atau setia karena karyawan PT.

0 Valid Percent 55.0 Valid D3/S1 S2/S3 Total Pekerjaan Frequency 2 16 50 15 17 100 Percent 2.0 15.0 100.0 100.0 Valid Percent 44.0 51.0 68.0 18.Profil Responden Frequencies Statistics Jenis Kelamin 100 0 Pendidikan 100 0 Pekerjaan 100 0 Usia 100 0 N Valid Missing Frequency Table Jenis Kelamin Frequency 55 45 100 Percent 55.50 Tahun Total .0 17.0 Cumulative Percent 14.0 100.38 Tahun 39 .0 100.27 Tahun 28 .0 50.0 100.0 51.0 100.0 16.0 100.0 100.0 Valid Laki-Laki Wanita Total Pendidikan Frequency 44 56 100 Percent 44.0 100.0 16.0 35.0 Cumulative Percent 55.0 100.0 Valid Percent 14.0 Cumulative Percent 2.0 17.0 50.0 56.0 56.0 Cumulative Percent 44.0 65.0 100.0 Valid 17 .0 Valid Percent 2.0 45.0 Valid Pelajar/Mahasiswa PNS Swasta Guru/Dosen Lainnya/Pengusaha Total Usia Frequency 14 51 35 100 Percent 14.0 83.0 15.0 100.0 35.0 45.

691** . 100 .000 100 1 .000 100 X1. . Uji Validitas Variabel Building Service Partnership (X2) Correlations X2.000 .000 100 100 .844** . Correlation is significant at the 0. 100 100 X1. (2-tailed) N Pearson Correlation Sig.529** .707** .825** .842** 1 .691** . 100 . (2-tailed) N 1 .3 TOTAL_X1 .000 . 100 100 X2.583** .705** 1 .546** .740** .000 100 .000 100 . Correlation is significant at the 0.000 .000 100 X2.Hasil Uji Validitas Uji Validitas Variabel Understanding Customer Expectation (X1) Correlations X1.000 100 100 1 .583** .2 X2. (2-tailed) N Pearson Correlation Sig.01 level (2-tailed).697** . (2-tailed) N Pearson Correlation Sig. 100 .1 Pearson Correlation Sig.529** .697** .000 100 X2.000 100 X1.844** .546** .825** .3 TOTAL_X1 **.000 100 100 .740** .000 100 100 .2 X1.000 .000 100 .577** .2 .3 TOTAL_X2 .01 level (2-tailed).577** .842** . 100 .1 X2. (2-tailed) N Pearson Correlation Sig.705** .000 100 1 .000 100 . (2-tailed) N Pearson Correlation Sig.000 .1 X1.000 100 .707** .3 TOTAL_X2 **. (2-tailed) N Pearson Correlation Sig. .000 100 100 .000 100 .000 100 100 1 .2 . (2-tailed) N 1 .1 Pearson Correlation Sig. Uji Validitas Variabel Total Quality Management (X3) .000 .

2 X3.535** .806** .3 TOTAL_X3 **.806** .000 . .000 .1 X4. Correlation is significant at the 0.000 100 .000 .647** .915** .1 Pearson Correlation Sig.2 .834** .2 X4.708** .551** .000 100 100 . Uji Validitas Variabel Customer Satisfaction (Y1) .1 X3.816** 1 .000 100 .000 .816** .000 .000 100 X4.708** .3 TOTAL_X4 **. (2-tailed) N Pearson Correlation Sig.000 100 X4. (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 . Uji Validitas Variabel Empowering Employees (X4) Correlations X4.000 100 100 .000 100 100 1 .878** . 100 100 X3. (2-tailed) N Pearson Correlation Sig. 100 .000 100 1 .3 TOTAL_X4 .760** .500** .760** .000 100 .000 100 100 1 .3 TOTAL_X3 .000 100 100 . 100 . .01 level (2-tailed).878** .551** .01 level (2-tailed). Correlation is significant at the 0.000 100 . (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 .000 100 X3.000 .000 100 100 .000 100 1 .Correlations X3.895** . (2-tailed) N Pearson Correlation Sig.000 100 .000 100 X3.2 .834** . 100 . 100 .1 Pearson Correlation Sig. 100 100 X4.895** 1 .647** . (2-tailed) N Pearson Correlation Sig.500** .000 100 .915** .535** .

000 100 100 .000 100 1 .000 .2 .000 100 Y1.000 100 .617** .000 100 .467** .3 Y1.453** . 100 .539** .000 100 Y1.1 Pearson Correlation Sig.756** .5 Y1.000 100 .434** .000 100 100 .474** .525** .000 100 .5 .000 100 .6 TOTAL_Y1 **.1 Y1.797** . (2-tailed) N Pearson Correlation Sig.000 100 .316** .000 100 .001 .499** .797** .500** .Correlations Y1.4 Y1.6 TOTAL_Y1 . (2-tailed) N Pearson Correlation Sig.000 100 .000 . 100 .000 100 100 .777** .474** .508** . (2-tailed) N 1 .000 .777** .390** .552** .750** .601** .000 100 1 .000 100 .552** .000 100 .798** .000 100 100 . Uji Validitas Variabel Customer Loyalty (Y2) . 100 .000 100 100 .525** .001 100 .000 100 .4 . Correlation is significant at the 0.2 Y1.000 100 Y1.499** . (2-tailed) N Pearson Correlation Sig.390** . 100 100 Y1.434** .000 100 .617** .000 100 .000 100 . (2-tailed) N Pearson Correlation Sig. 100 .000 100 1 .756** . (2-tailed) N Pearson Correlation Sig.000 100 .500** .000 100 . (2-tailed) N Pearson Correlation Sig.000 .773** . .508** .000 100 .000 100 . 100 .750** .000 100 .773** .000 100 100 1 .601** .798** .316** .717** .000 100 .539** .467** .717** 1 .453** .000 100 1 .01 level (2-tailed).3 .000 100 Y1.000 100 Y1.000 .

(2-tailed) N Pearson Correlation Sig.000 100 Y2.381** . (2-tailed) N Pearson Correlation Sig.472** .4 Y2.000 100 .000 100 100 . 100 .6 TOTAL_Y2 **.000 100 .000 100 Y2.2 .652** . (2-tailed) N Pearson Correlation Sig.458** .695** .379** .458** .000 .775** .764** . 100 .508** .000 100 .391** . 100 .504** .379** .184 100 .000 100 100 .6 TOTAL_Y2 . 100 100 Y2.504** .000 100 .184 100 .839** . (2-tailed) N Pearson Correlation Sig.3 Y2.000 100 .Correlations Y2.648** .3 .508** . (2-tailed) N Pearson Correlation Sig.000 100 1 .000 .000 100 .000 100 1 .000 100 1 .000 100 .134 .01 level (2-tailed). . 100 .2 Y2.000 100 .1 Pearson Correlation Sig.000 100 Y2.000 100 100 .716** 1 .000 100 .541** . .428** .000 .764** .000 100 .000 100 . (2-tailed) N Pearson Correlation Sig.464** .775** .000 100 100 1 .000 .714** .000 100 .000 100 1 .000 100 Y2.000 100 .4 .5 .000 100 Y2.000 .716** .000 100 .428** .508** .472** . 100 .391** .5 Y2. Correlation is significant at the 0.381** .000 100 100 .427** .000 100 .695** .000 100 .000 100 .648** .000 100 .1 Y2.000 .714** .508** .427** .000 100 .541** .134 .000 100 100 .652** .839** . (2-tailed) N 1 .464** .

0000 .0000 .2 1.5463 100.0000 .3 1.2 X2.5293 .8457 X2.0000 .3 1.5775 N of Cases = Reliability Coefficients Alpha = .7071 100.1 X1.5835 .3 1.2 X1.6975 N of Cases = Reliability Coefficients Alpha = .3 1.7861 X1.2 X2.1 X3.7864 Uji Reliabilitas Variabel Building Service Partnership (X2) * Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix X2.Hasil Uji Reliabilitas Uji Reliabilitas Expectation (X1) Variabel Understanding Customer * Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix X1.0 3 items 1.2 X3.1 X2.0000 .8549 Uji Reliabilitas Variabel Total Quality Management (X3) ** Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix X3.1 X2.2 X1.1 X1.5347 X3.3 1.3 1.4996 .1 X3.0000 Standardized item alpha = .0 3 items 1.5510 X3.0000 Standardized item alpha = .0000 .0000 .

3 1.0 6 items Standardized item alpha = .7707 Uji Reliabilitas Variabel Empowering Employees (X4) ** Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix X4.0000 .0000 Standardized item alpha = .5082 1.4738 .8775 Uji Reliabilitas Variabel Customer Satisfaction (Y1) ** Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix Y1.0 3 items Standardized item alpha = .2 Y1.N of Cases = Reliability Coefficients Alpha = .2 Y1.1 Y1.0000 .8607 .3 Y1.1 X4.6 .7558 .5 1.0000 .2 X4.6170 .6 1.5392 .4987 .5002 Y1.4342 Y1.4671 .3 Y1.3 1.0000 .1 X4.6013 .1 Y1.4 Y1.6470 N of Cases = Reliability Coefficients Alpha = .6 Y1.4534 .7671 100.0000 Y1.4 1.2 X4.0000 .7601 100.3165 1.5245 1.0000 .5517 .0 3 items 1.8767 X4.8614 Reliability Coefficients Alpha = .3901 .0000 N of Cases = 100.7076 .5 Y1.

0 6 items Standardized item alpha = .2 Y2.1340 .0000 N of Cases = Reliability Coefficients Alpha = .8379 .3 Y2.0000 Y2.3811 1.5415 1.0000 .0000 .5077 Y2.0000 .3791 Y2.4280 1.3908 .8347 100.6 Y2.4716 .1 Y2.3 Y2.5078 .5041 .6519 .0000 .2 Y2.4 Y2.6 1.Uji Reliabilitas Variabel Customer Loyalty (Y2) ** Method 2 (covariance matrix) will be used for this analysis ** R E L I A B I L I T Y A N A L Y S I S S C A L E (A L P H A) Correlation Matrix Y2.5 1.4 1.1 Y2.5 Y2.4582 .6952 .6 .4265 .4642 .

Building Service Partnership (X2).111 . Total Quality Management (X3) ANOVAb Model 1 Sum of Squares 896.005 a.459 .397 .265 620. Enter a.114 2. Total Quality Management (X3) b.Hasil Analisis Regresi 1 Regression b Variables Entered/Removed Model 1 Variables Entered Empowering Employees (X4). Dependent Variable: Customer Satisfaction (Y1) Coefficientsa Unstandardized Coefficients B Std.695 1516.574 Std.769a .294 Sig.006 . Dependent Variable: Customer Satisfaction (Y1) . Error of the Estimate 2. Empowering Employees (X4).256 .008 1.960 df 4 95 99 Mean Square 224. Understanding Customer Expectation (X1).499 .556 a.188 .004 .354 . Building Service Partnership (X2).959 2.367 2.818 2.534 F 34. Understanding Customer Expectation (X1). Building Service Partnership (X2). Understanding Customer Expectation (X1).896 Sig. .000a Regression Residual Total a. Predictors: (Constant).185 .282 Model 1 (Constant) Understanding Customer Expectation (X1) Building Service Partnership (X2) Total Quality Management (X3) Empowering Employees (X4) t 2. Error 4.262 .066 6. All requested variables entered.591 Adjusted R Square .037 . Empowering Employees (X4).163 .220 . Dependent Variable: Customer Satisfaction (Y1) Model Summary Model 1 R R Square . Predictors: (Constant). b. .172 Standardized Coefficients Beta .020 . Total Quality Management a (X3) Variables Removed Method .

417 a.045 2. .294 .154 .910 df 4 95 99 Mean Square 251.000a Regression Residual Total a.980 Sig.257 .538 . Error 2.803a .Hasil Analisis Regresi 2 Regression b Variables Entered/Removed Model 1 Variables Entered Empowering Employees (X4). .003 .177 .617 1. Total Quality Management (X3) b. Dependent Variable: Customer Loyalty (Y2) Coefficientsa Unstandardized Coefficients B Std.932 5. All requested variables entered.485 . Dependent Variable: Customer Loyalty (Y2) Model Summary Model 1 R R Square . Enter a.270 Model 1 (Constant) Understanding Customer Expectation (X1) Building Service Partnership (X2) Total Quality Management (X3) Empowering Employees (X4) t 2. a Total Quality Management (X3) Variables Removed Method .469 .031 2.281 .043 3.044 . Empowering Employees (X4). Understanding Customer Expectation (X1).043 . Predictors: (Constant).645 Adjusted R Square .150 .630 Std.844 F 43.109 Sig. Total Quality Management (X3) ANOVAb Model 1 Sum of Squares 1007. Building Service Partnership (X2).003 . Building Service Partnership (X2).004 a.163 Standardized Coefficients Beta . Understanding Customer Expectation (X1). Building Service Partnership (X2). Empowering Employees (X4). Dependent Variable: Customer Loyalty (Y2) . Understanding Customer Expectation (X1). Predictors: (Constant). b.054 3.215 .105 . Error of the Estimate 2.184 1562.726 555.

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