No.

KUESIONER PENELITIAN
Responden yang terhormat,
Bersama ini saya mohon kesediaan Saudara/I untuk mengisi daftar
kuesioner yang diberikan. Informasi yang saudara/I berikan merupakan bantuan
yang sangat berarti untuk melengkapi data penelitian dalam penyusunan skripsi
dengan judul: Pengaruh Kualitas Produk, Harga, dan Citra perusahaan terhadap
Kepuasan Mahasiswa Pelanggan Telkomsel Cabang Medan pada ManajemenEkstensi Fakultas Ekonomi Universitas Sumatera Utara.
Pilihlah jawaban dengan memberi tanda ( ) pada salah satu jawaban yang
paling sesuai menurut Saudara/I. Penilaian dapat Saudara/i lakukan berdasarkan
skala berikut ini:
No
1
2
3
4
5

Pertanyaan
Sangat Setuju (SS)
Setuju (S)
Kurang Setuju (KS)
Tidak Setuju (TS)
Sangat Tidak Setuju (STS)

Skor
5
4
3
2
1

Identitas Responden
Nama
:
Jenis Kelamin
: Pria
Wanita
Umur
:
Lama menggunakan kartu Telkomsel
:
Apakah Saudara juga menggunakan kartu Provider kartu lain: ya
tidak
Jika Ya, a. Berapa banyak
:
b. Kartu apa saja
:

Universitas Sumatera Utara

No.
KUALITAS PRODUK
1
Kualitas sinyal kartu Telkomsel bagus
2
Fitur yang disediakan kartu Telkomsel
lengkap (SMS, GPRS, MMS, 3G, Flash,
NSP)
3
Fasilitas pembelian voucher mudah
4
Pelayanan keluhan pelanggan cepat
No
HARGA
5
Tarif SMS lebih mahal dibanding dengan
provider kartu seluler lain
6
Tarif internet lebih mahal dibanding
dengan provider kartu seluler lain
7
Pemberlakuan promo tarif bermanfaat
bagi pelanggan
No
CITRA PERUSAHAAN
8
Telkomsel adalah provider kartu seluler
yang mampu menjaring pelanggan
terbesar di Indonesia
9
Kartu Telkomsel yang ditawarkan adalah
produk dengan kualitas yang tinggi
10 Saya merasa Telkomsel adalah perusahaan
yang pelayanannya baik
11 Saya merasa bahwa Telkomsel memiliki
perhatian untuk menangani keluhan
pelanggannya
No
KEPUASAN PELANGGAN
12 Saya puas dengan fitur yang disediakan
Telkomsel lengkap (SMS, GPRS, MMS,
3G, Flash, NSP)
13 Saya mendapat pelayanan yang sesuai
dengan harapan saya dari Telkomsel
14 Harga yang ditawarkan Telkomsel
terjangkau
15 Saya mendapat pelayanan yang sesuai
dengan kebutuhan dari Telkomsel
16 Saya puas dengan informasi yang
diberikan petugas call centre Telkomsel
17 Saya puas dengan kualitas jaringan
Telkomsel

SS

KS

TS

STS

SS

KS

TS

STS

SS

KS

TS

STS

SS

KS

TS

STS

TERIMA KASIH ATAS WAKTU DAN PARTISIPASI ANDA

Universitas Sumatera Utara

LAMPIRAN

Universitas Sumatera Utara

1. UJI VALIDITAS
Uji Validitas 1
Case Processing Summary
N
Cases

Valid
a

Excluded

%
30

100.0

.0

Total
30
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha

N of Items

.870

22
Item Statistics
Mean

VAR00001
VAR00002
VAR00003
VAR00004
VAR00005
VAR00006
VAR00007
VAR00008
VAR00009
VAR00010
VAR00011
VAR00012
VAR00013
VAR00014
VAR00015
VAR00016
VAR00017
VAR00018
VAR00019
VAR00020
VAR00021
VAR00022

4.1333
4.2333
4.3000
4.0333
3.4333
4.1333
4.0000
4.1000
3.9667
4.3333
3.3667
4.5000
3.9333
3.7000
3.5000
3.7667
3.3667
3.4667
3.5333
3.3667
3.7000
3.3667

Std. Deviation
.73030
.50401
.53498
.66868
.89763
.57135
.58722
.40258
.99943
.88409
1.18855
.50855
.73968
.95231
.77682
.93526
.80872
.89955
.77608
1.03335
1.08755
1.18855

N
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30

Universitas Sumatera Utara

Item-Total Statistics
Scale Mean if Scale Variance if
Item Deleted
Item Deleted
VAR00001
VAR00002
VAR00003
VAR00004
VAR00005
VAR00006
VAR00007
VAR00008
VAR00009
VAR00010
VAR00011
VAR00012
VAR00013
VAR00014
VAR00015
VAR00016
VAR00017
VAR00018
VAR00019
VAR00020
VAR00021
VAR00022

80.1000
80.0000
79.9333
80.2000
80.8000
80.1000
80.2333
80.1333
80.2667
79.9000
80.8667
79.7333
80.3000
80.5333
80.7333
80.4667
80.8667
80.7667
80.7000
80.8667
80.5333
80.8667

Corrected ItemTotal
Correlation

82.714
84.759
86.823
82.993
78.648
85.886
83.771
87.499
95.995
96.369
77.016
85.030
79.183
75.844
78.823
79.982
79.085
82.185
78.493
74.257
79.706
77.016

.496
.520
.274
.525
.652
.343
.533
.289
-.365
-.421
.547
.485
.768
.789
.755
.537
.702
.420
.781
.815
.461
.547

Cronbach's
Alpha if Item
Deleted
.863
.864
.869
.862
.857
.867
.863
.869
.894
.892
.861
.865
.855
.851
.855
.861
.856
.865
.854
.849
.864
.861

Scale Statistics
Mean

Variance

84.2333

Std. Deviation

89.840

N of Items

9.47841

22

Uji Validitas 2
Case Processing Summary
N
Cases

Valid
a

Excluded

%
30

100.0

.0

Total
30
100.0
a. Listwise deletion based on all variables in the
procedure.

Universitas Sumatera Utara

Reliability Statistics
Cronbach's
Alpha

N of Items

.920

17
Item Statistics
Mean

VAR00001
VAR00002
VAR00004
VAR00005
VAR00007
VAR00011
VAR00012
VAR00013
VAR00014
VAR00015
VAR00016
VAR00017
VAR00018
VAR00019
VAR00020
VAR00021
VAR00022

Std. Deviation

4.1333
4.2333
4.0333
3.4333
4.0000
3.3667
4.5000
3.9333
3.7000
3.5000
3.7667
3.3667
3.4667
3.5333
3.3667
3.7000
3.3667

.73030
.50401
.66868
.89763
.58722
1.18855
.50855
.73968
.95231
.77682
.93526
.80872
.89955
.77608
1.03335
1.08755
1.18855

30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30
30

Item-Total Statistics
Scale Mean if Scale Variance if
Item Deleted
Item Deleted
VAR00001
VAR00002
VAR00004
VAR00005
VAR00007
VAR00011
VAR00012
VAR00013
VAR00014
VAR00015
VAR00016
VAR00017
VAR00018
VAR00019
VAR00020

59.2667
59.1667
59.3667
59.9667
59.4000
60.0333
58.9000
59.4667
59.7000
59.9000
59.6333
60.0333
59.9333
59.8667
60.0333

87.237
90.282
88.792
84.240
89.145
80.102
90.369
83.361
80.355
83.748
84.516
82.999
86.409
82.671
79.413

Corrected ItemTotal
Correlation
.525
.460
.452
.600
.491
.631
.446
.817
.801
.745
.555
.766
.462
.827
.785

Cronbach's
Alpha if Item
Deleted
.918
.919
.919
.916
.919
.916
.920
.911
.910
.912
.917
.912
.920
.910
.910

Universitas Sumatera Utara

VAR00021
VAR00022

59.7000
60.0333

83.045
80.102

.540
.631

.919
.916

Scale Statistics
Mean

Variance

63.4000

Std. Deviation

94.938

N of Items

9.74361

17

2. ANALISIS DATA STATISTIK

1. Deskriptif Variabel
VAR00001
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

3.1

3.1

4.2

18

18.8

18.8

22.9

55

57.3

57.3

80.2

19

19.8

19.8

100.0

Total

96

100.0

100.0

VAR00002
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

3.1

3.1

3.1

66

68.8

68.8

71.9

27

28.1

28.1

100.0

Total

96

100.0

100.0

VAR00003
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

5.2

5.2

5.2

6.2

6.2

11.5

48

50.0

50.0

61.5

37

38.5

38.5

100.0

Total

96

100.0

100.0

VAR00004
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

9.4

9.4

10.4

Universitas Sumatera Utara

35

36.5

36.5

46.9

41

42.7

42.7

89.6

10

10.4

10.4

100.0

Total

96

100.0

100.0

VAR00005
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

1.0

1.0

2.1

9.4

9.4

11.5

70

72.9

72.9

84.4

15

15.6

15.6

100.0

Total

96

100.0

100.0

VAR00006
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

4.2

4.2

5.2

10

10.4

10.4

15.6

67

69.8

69.8

85.4

14

14.6

14.6

100.0

Total

96

100.0

100.0

VAR00007
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

3.1

3.1

4.2

5.2

5.2

9.4

70

72.9

72.9

82.3

17

17.7

17.7

100.0

Total

96

100.0

100.0

VAR00008
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

2.1

2.1

2.1

2.1

2.1

4.2

11

11.5

11.5

15.6

Universitas Sumatera Utara

54

56.2

56.2

71.9

27

28.1

28.1

100.0

Total

96

100.0

100.0

VAR00009
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

1.0

1.0

2.1

24

25.0

25.0

27.1

56

58.3

58.3

85.4

14

14.6

14.6

100.0

Total

96

100.0

100.0

VAR00010
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

2.1

2.1

3.1

21

21.9

21.9

25.0

61

63.5

63.5

88.5

11

11.5

11.5

100.0

Total

96

100.0

100.0

VAR00011
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

7.3

7.3

8.3

28

29.2

29.2

37.5

55

57.3

57.3

94.8

5.2

5.2

100.0

96

100.0

100.0

Total

VAR00012
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

15

15.6

15.6

16.7

63

65.6

65.6

82.3

17

17.7

17.7

100.0

Universitas Sumatera Utara

VAR00012
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

15

15.6

15.6

16.7

63

65.6

65.6

82.3

17

17.7

17.7

100.0

Total

96

100.0

100.0

VAR00013
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

2.1

2.1

2.1

2.1

2.1

4.2

34

35.4

35.4

39.6

52

54.2

54.2

93.8

6.2

6.2

100.0

96

100.0

100.0

Total

VAR00014
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

3.1

3.1

3.1

3.1

3.1

6.2

18

18.8

18.8

25.0

60

62.5

62.5

87.5

12

12.5

12.5

100.0

Total

96

100.0

100.0

VAR00015
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

1.0

1.0

1.0

4.2

4.2

5.2

28

29.2

29.2

34.4

54

56.2

56.2

90.6

9.4

9.4

100.0

96

100.0

100.0

Total

Universitas Sumatera Utara

VAR00016
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

4.2

4.2

4.2

5.2

5.2

9.4

35

36.5

36.5

45.8

46

47.9

47.9

93.8

6.2

6.2

100.0

96

100.0

100.0

Total

VAR00017
Frequency
Valid

Percent

Valid Percent

Cumulative
Percent

5.2

5.2

5.2

7.3

7.3

12.5

24

25.0

25.0

37.5

47

49.0

49.0

86.5

13

13.5

13.5

100.0

Total

96

100.0

100.0

3. ANALISIS REGRESI LINIER BERGANDA

Coefficientsa
Unstandardized Coefficients
B

Std. Error

Standardized
Coefficients
Beta

1.521
1.767
.204
.120
.151
.127
.141
.062
.981
.128
.676
a. Dependent Variable: Kepuasan Pelanggan

t
.861
1.709
.900
7.650

Sig.
.392
.091
.371
.000

Universitas Sumatera Utara

4. Grafik Histogram Uji Normalitas

5. Hasil Uji Kolmogorov-Smirnov

One-Sample Kolmogorov-Smirnov Test
Unstandardiz
ed Residual
N
Normal Parametersa
Most Extreme
Differences

Mean
Std. Deviation
Absolute
Positive
Negative

Kolmogorov-Smirnov Z
Asymp. Sig. (2-tailed)
a. Test distribution is Normal.

96
.0000000
2.02522895
.105
.067
-.105
1.033
.236

Universitas Sumatera Utara

6. Scatter Plot Uji Heterokedastisitas

7. Hasil Uji Glejser

Coefficientsa
Unstandardized Coefficients
Model

1 (Constant)

Std. Error

Beta

Sig.

.240

.811

.055

.358

.721

.086

.136

1.123

.264

.078

-.044

-.281

.780

.258

1.073

Kualitas Produk

.026

.073

Harga

.096
-.022

Citra Perusahaan
a. Dependent Variable: absut

Standardized
Coefficients

8. Scatter Plot Uji Heteroskedastisitas

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9. Hasil Uji Multikolinearitas Uji Nilai Tolerance dan VIF

Coefficientsa
Unstandardized
Coefficients

Standardized
Coefficients

Model

Std. Error

1 (Constant)

1.521

1.767

Kualitas Produk

.204

.120

Harga

.127

Collinearity Statistics

Beta

Sig.

Tolerance

VIF

.861

.392

.151

1.709

.091

.442

2.263

.141

.062

.900

.371

.727

1.376

Citra Perusahaan
.981
.128
a. Dependent Variable: Kepuasan Pelanggan

.676

7.650

.000

.442

2.263

10. Hasil Uji Signifikansi Parsial (Uji t)

Coefficientsa
Standardized
Coefficients

Unstandardized Coefficients
Model

1 (Constant)

Std. Error

Beta

1.521

1.767

Kualitas Produk

.204

.120

Harga

.127

Citra Perusahaan
.981
a. Dependent Variable: Kepuasan Pelanggan

Sig.
.861

.392

.151

1.709

.091

.141

.062

.900

.371

.128

.676

7.650

.000

Sig.

11. Hasil Uji Signifikansi Simultan (Uji F)

ANOVAb
Model
1

Sum of Squares

df

Mean Square

Regression

838.092

279.364

Residual

389.647

92

4.235

65.961

.000a

Total
1227.740
95
a. Predictors: (Constant), Kualitas Produk, Harga, Citra Perusahaan

12. Hasil Uji Koefisien Determinasi (R)

Model Summaryb
Model

R Square
a

Adjusted R Square

Std. Error of the

Estimate

1
.826
.683
.672
2.05798
a. Predictors: (Constant), Kualitas Produk, Harga, Citra Perusahaan
b. Dependent Variable: Kepuasan Pelanggan

Durbin-Watson
1.967

Universitas Sumatera Utara

JAWABAN RESPONDEN
NO
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
46
47
48
49
50

KUALITAS PRODUK (X1)

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

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

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

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

19
19
25
17
23
17
19
20
21
22
14
19
22
20
20
18
20
20
22
20
15
21
24
22
25
19
20
17
22
20
20
21
19
21
20
20
23
18
19
19
21
20
20
19
20
18
19
18
16
18

HARGA (X2)
5
4
5
4
4
4
3
4
4
5
4
4
5
4
3
4
4
4
4
3
1
5
4
4
5
4
4
4
5
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
4
5
4

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

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

14
12
15
12
12
12
10
12
12
15
10
12
15
12
11
8
12
12
12
11
8
15
12
12
15
12
12
12
13
12
12
10
13
12
12
12
13
12
12
12
12
12
12
11
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Universitas Sumatera Utara

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Universitas Sumatera Utara