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

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

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

0 18.38 Tahun 39 .0 35.0 83.0 100.0 Valid Percent 14.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 55.0 Cumulative Percent 55.0 100.0 50.0 100.0 17.0 15.0 16.0 Valid Percent 44.0 100.0 Valid 17 .0 45.0 17.0 35.0 Valid D3/S1 S2/S3 Total Pekerjaan Frequency 2 16 50 15 17 100 Percent 2.0 Valid Percent 2.0 68.0 Valid Percent 55.0 65.27 Tahun 28 .0 Cumulative Percent 2.0 51.0 16.0 100.0 100.0 Valid Laki-Laki Wanita Total Pendidikan Frequency 44 56 100 Percent 44.0 56.50 Tahun Total .0 100.0 56.0 50.0 100.0 45.0 15.0 100.0 100.0 Cumulative Percent 14.0 51.0 100.0 Valid Pelajar/Mahasiswa PNS Swasta Guru/Dosen Lainnya/Pengusaha Total Usia Frequency 14 51 35 100 Percent 14.0 100.0 Cumulative Percent 44.

691** .583** . Uji Validitas Variabel Building Service Partnership (X2) Correlations X2.546** .3 TOTAL_X1 **.000 .000 100 .000 .000 100 .000 100 X2. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig.01 level (2-tailed).2 X1.705** .000 100 X1.000 100 100 .740** .1 X2. Correlation is significant at the 0. (2-tailed) N 1 .697** .000 .707** . (2-tailed) N Pearson Correlation Sig.844** .577** .000 100 X1.583** .697** .825** .529** .000 .825** . Correlation is significant at the 0.842** 1 .000 100 100 1 .000 100 1 .740** .000 100 100 .Hasil Uji Validitas Uji Validitas Variabel Understanding Customer Expectation (X1) Correlations X1. (2-tailed) N Pearson Correlation Sig.000 100 .000 100 . (2-tailed) N Pearson Correlation Sig. (2-tailed) N 1 .000 100 100 1 . 100 . 100 100 X2. 100 . . 100 100 X1.2 .707** . 100 . Uji Validitas Variabel Total Quality Management (X3) .000 100 1 .000 .3 TOTAL_X2 **.844** .000 100 100 .577** .000 100 .000 100 .529** .2 .1 Pearson Correlation Sig.1 Pearson Correlation Sig.01 level (2-tailed).3 TOTAL_X2 . 100 . .000 100 100 . (2-tailed) N Pearson Correlation Sig.2 X2.3 TOTAL_X1 .000 .691** .842** .546** .1 X1.705** 1 .000 100 X2.

708** .000 100 X4.915** .000 .2 .647** .01 level (2-tailed).895** 1 . .000 .535** .878** .535** .915** . 100 .1 X3.000 .000 100 100 1 .000 100 100 .000 100 100 .2 X3.000 . .806** . (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig.3 TOTAL_X3 **.551** .Correlations X3.760** .647** .000 100 1 .708** . 100 100 X3. 100 .500** .1 Pearson Correlation Sig. Uji Validitas Variabel Empowering Employees (X4) Correlations X4.000 100 X3.760** .551** . Uji Validitas Variabel Customer Satisfaction (Y1) .000 100 .000 100 . 100 .878** .816** .3 TOTAL_X4 .1 Pearson Correlation Sig.3 TOTAL_X4 **. 100 .2 .000 100 X3.895** .000 100 .2 X4.01 level (2-tailed).000 100 .834** .000 . (2-tailed) N Pearson Correlation Sig.806** .000 100 .3 TOTAL_X3 . Correlation is significant at the 0.000 100 100 1 . (2-tailed) N 1 . (2-tailed) N 1 .000 100 100 .834** . (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig.500** . 100 100 X4. Correlation is significant at the 0.816** 1 .000 100 X4.1 X4.000 100 100 .000 100 1 .000 .000 100 .

000 .798** .000 100 .000 100 .3 .474** .000 100 .467** .5 .601** .000 100 .756** .798** .467** .500** .000 .601** .000 100 Y1.390** .000 100 Y1.000 100 .000 100 .000 100 Y1.2 .617** . 100 .539** .500** .000 100 .000 100 .777** .000 100 Y1. (2-tailed) N Pearson Correlation Sig.000 100 .508** .434** .2 Y1. (2-tailed) N Pearson Correlation Sig.717** .717** 1 .000 100 1 .01 level (2-tailed). (2-tailed) N Pearson Correlation Sig.000 100 .474** .5 Y1.000 100 .000 100 . (2-tailed) N Pearson Correlation Sig.000 .316** .6 TOTAL_Y1 .000 100 .000 100 100 . .000 .000 100 .756** .508** .3 Y1.4 .797** .000 100 1 .539** .499** . 100 .Correlations Y1. (2-tailed) N Pearson Correlation Sig. Correlation is significant at the 0.390** .773** .000 100 .453** .000 100 100 .6 TOTAL_Y1 **.000 100 100 .750** .001 100 .000 100 .000 100 1 .525** .453** .525** . 100 .552** .750** .000 100 .1 Y1.000 . Uji Validitas Variabel Customer Loyalty (Y2) . (2-tailed) N 1 .617** .000 100 1 .773** .000 100 .001 .000 100 100 1 . (2-tailed) N Pearson Correlation Sig.1 Pearson Correlation Sig.777** .316** .552** .4 Y1.000 100 . 100 .499** . 100 .434** .000 100 100 .797** .000 100 . 100 100 Y1.000 100 100 .000 100 Y1.

458** . (2-tailed) N Pearson Correlation Sig.381** . 100 .695** .648** .541** .000 100 1 .6 TOTAL_Y2 **. 100 .000 100 100 .000 100 .716** 1 .000 100 .134 .381** .000 .508** .775** .458** .391** .714** .508** . 100 .000 100 .000 . (2-tailed) N Pearson Correlation Sig.000 100 100 1 .000 100 .184 100 .000 100 Y2.508** .3 Y2.000 100 .764** .1 Pearson Correlation Sig.000 100 . 100 .000 . (2-tailed) N 1 . .000 100 .472** .000 100 100 .4 .000 100 1 .000 100 .428** .541** .775** . 100 100 Y2.839** .652** . 100 .391** .6 TOTAL_Y2 .000 100 .000 100 100 .184 100 .716** .2 .000 .652** . (2-tailed) N Pearson Correlation Sig. Correlation is significant at the 0.134 .504** .472** .5 .1 Y2.000 100 .000 100 1 .000 .4 Y2.000 100 . (2-tailed) N Pearson Correlation Sig.428** .504** .695** .427** .000 100 .000 100 .000 100 .839** .000 100 .000 100 .764** .464** .000 100 .648** .2 Y2.000 .427** .000 100 Y2.000 100 Y2.000 100 100 .01 level (2-tailed). .3 .000 100 100 . (2-tailed) N Pearson Correlation Sig.000 100 .508** .000 100 1 .000 100 Y2.379** .379** . (2-tailed) N Pearson Correlation Sig.000 100 Y2.000 100 .5 Y2.714** .464** .Correlations Y2.

3 1.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 X1.5510 X3.4996 .0000 .5463 100.0 3 items 1.2 X1.0000 Standardized item alpha = .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 X2.3 1.0000 Standardized item alpha = .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 X2.0000 .8457 X2.1 X2.1 X1.5835 .5775 N of Cases = Reliability Coefficients Alpha = .1 X1.3 1.0000 .0000 .3 1.3 1.6975 N of Cases = Reliability Coefficients Alpha = .0 3 items 1.2 X3.2 X2.7071 100.5347 X3.0000 .5293 .3 1.2 1.2 X2.7861 X1.2 X1.1 X3.0000 .1 X3.0000 .

3 Y1.0000 .1 Y1.0 3 items Standardized item alpha = .3901 .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 Y1.1 X4.2 X4.1 Y1.7671 100.0000 .6470 N of Cases = Reliability Coefficients Alpha = .3 1.2 X4.6 Y1.5245 1.7601 100.1 X4.4987 .4 1.7558 .2 Y1.0000 .4 Y1.6 1.0000 N of Cases = 100.0000 .0 3 items 1.3 Y1.5392 .8607 .4534 .8767 X4.5 1.8614 Reliability Coefficients Alpha = .5002 Y1.3165 1.N of Cases = Reliability Coefficients 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 X4.6 .0000 Y1.0000 .5517 .4342 Y1.0000 Standardized item alpha = .4671 .7076 .3 1.0000 .2 Y1.0 6 items Standardized item alpha = .6170 .5082 1.5 Y1.6013 .

6 .6519 .5077 Y2.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 Y2.8347 100.4 1.0000 N of Cases = Reliability Coefficients Alpha = .3 Y2.2 Y2.0000 Y2.1340 .6 Y2.2 Y2.1 Y2.0000 .4 Y2.3811 1.5 1.5415 1.5041 .4582 .3791 Y2.4280 1.4642 .4716 .3 Y2.0000 .0000 .6 1.6952 .1 Y2.0000 .5078 .3908 .8379 .4265 .0 6 items Standardized item alpha = .5 Y2.

Error 4. All requested variables entered.020 . Understanding Customer Expectation (X1).185 . Predictors: (Constant).005 a.282 Model 1 (Constant) Understanding Customer Expectation (X1) Building Service Partnership (X2) Total Quality Management (X3) Empowering Employees (X4) t 2.111 .262 . Understanding Customer Expectation (X1).959 2.220 .556 a.000a Regression Residual Total a.163 . Enter a. .769a . Total Quality Management (X3) b.172 Standardized Coefficients Beta .695 1516. Dependent Variable: Customer Satisfaction (Y1) Model Summary Model 1 R R Square .294 Sig.896 Sig. Predictors: (Constant).188 . Empowering Employees (X4).818 2. Building Service Partnership (X2). b.499 .354 .066 6. Dependent Variable: Customer Satisfaction (Y1) .004 .367 2. Total Quality Management (X3) ANOVAb Model 1 Sum of Squares 896.397 .574 Std. Building Service Partnership (X2).008 1. Understanding Customer Expectation (X1).Hasil Analisis Regresi 1 Regression b Variables Entered/Removed Model 1 Variables Entered Empowering Employees (X4).256 . Dependent Variable: Customer Satisfaction (Y1) Coefficientsa Unstandardized Coefficients B Std. . Empowering Employees (X4). Building Service Partnership (X2). Total Quality Management a (X3) Variables Removed Method .591 Adjusted R Square .037 . Error of the Estimate 2.114 2.459 .534 F 34.006 .265 620.960 df 4 95 99 Mean Square 224.

Predictors: (Constant). All requested variables entered. Dependent Variable: Customer Loyalty (Y2) .150 .003 .004 a.044 . Total Quality Management (X3) ANOVAb Model 1 Sum of Squares 1007.485 .257 . Empowering Employees (X4). Predictors: (Constant). .000a Regression Residual Total a. b.726 555.803a .109 Sig.043 3. Error 2. a Total Quality Management (X3) Variables Removed Method .294 .105 . Enter a.844 F 43. Understanding Customer Expectation (X1).054 3.645 Adjusted R Square . Building Service Partnership (X2).932 5. Building Service Partnership (X2).980 Sig. . Building Service Partnership (X2).003 .617 1. Error of the Estimate 2.163 Standardized Coefficients Beta .538 .031 2. Understanding Customer Expectation (X1).154 . Dependent Variable: Customer Loyalty (Y2) Coefficientsa Unstandardized Coefficients B Std.215 .270 Model 1 (Constant) Understanding Customer Expectation (X1) Building Service Partnership (X2) Total Quality Management (X3) Empowering Employees (X4) t 2.184 1562. Empowering Employees (X4).417 a. Total Quality Management (X3) b.910 df 4 95 99 Mean Square 251.469 .281 .043 . Understanding Customer Expectation (X1).177 .045 2.Hasil Analisis Regresi 2 Regression b Variables Entered/Removed Model 1 Variables Entered Empowering Employees (X4).630 Std. Dependent Variable: Customer Loyalty (Y2) Model Summary Model 1 R R Square .

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