No. Description Mean Imp. Mean Perf.

1 Enhance company image/brand 4.04 3.57

2 Distribute product/company information 4.12 3.53
3 Identify new markets or customers 3.56 3.12
4 Generate sale leads 3.76 3.06
5 Gain an edge over competition 3.64 3.26
6 Improve communication with customers 3.95 3.64
7 Improve communication with channel partners 2.76 3.19
8 improve communication with employees 2.50 3.10
9 Comply with requirements of a large customer or supplier 2.64 2.20
10 sell products online 2.74 2.85
11 improve marketing intelligence 3.11 3.15
12 Find information about new source of supply 3.13 3.36
13 Find information on industry or other economic data 3.27 3.44
14 Reduce administrative costs 2.73 3.07
15 Reduce direct cost of creating product or service 3.39 3.00
16 Reduce shipping costs 1.99 2.89
17 Reduce advertising expenses for traditional media 2.84 3.02
18 Increase net profit 3.42 3.00
19 Provide or improve customer support 3.88 3.53
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Buka SPSS

Masuk ke jendela SPSS. apabila telah memiliki data (contoh kali ini adalah data berupa harapan dan realita layana
langsung memindahkannya ke SPSS dengan cara klik “File” lalu pilih “Open” dan pilih “Data”. akan muncul kotak d
pada komputer. Pilih data yang akan dianalisis lalu “Ok”. Atau bisa dengan menulis langsung di SPSS seperti beriku

Kemudian pilih “Graphs” lalu pilih “Legacy Dialogs” pilih “Scatter/Dot..”

Lalu pilih “Simple Scatter” -> “Define”
Muncul kotak dialog berikut: dimana Mean Imp. sebagai Y_Axis dan Mean Perf. sebagai X_Axis lalu klik “Ok”
Akan muncul grafik pencar/scatter. Gambar tsb belum selesai, lalu klik dua kali pada output gambar, sehingga mu
Klik “option” pilih “X Axis Reference Line”
Muncul kotak dialog “Properties”, Untuk membuat garis tengah (rataan) sumbu X maka: klik “Reference Line” pili
Untuk membuat garis tengah (rataan) sumbu Y maka: klik “option” pilih “Y Axis Reference Line”. Kemudian klik “R
“Apply”
Proses belum berhenti, sekarang tahap finishing yaitu dengan memberikan setiap titik label sehingga memudahk
Mode” dengan gambar kotak seperti gambar target tembakan di pojok kiri. Lalu klik-kan ke titik-titik koordinat. Se
jelas
 Odd sequence
No Atribut Importance Performance No Atribut
1 Job done right the fisrt time 3.83 2.63 2 fast action on complaints
2 fast action on complaints 3.63 2.73 4 able to do any job needed
3 prompt warranty work 3.60 3.15 6 courteous and friendly service
4 able to do any job needed 3.56 3.00 8 perform only necessary work
5 service available when needed 3.41 3.05 10 clean up after service work
6 courteous and friendly service 3.41 3.29 12 convinient to work
7 car ready when promised 3.38 3.03 14 send out maintenance notices
8 perform only necessary work 3.37 3.11
9 low price on service 3.29 2.00
10 clean up after service work 3.27 3.02
11 convinient to home 2.52 2.25
12 convinient to work 2.43 2.49
13 courtesy buses and rental cars 2.37 2.35
14 send out maintenance notices 2.05 3.33
3.15 2.82
 even sequence
Importance Performance No Atribut Importance Performance
3.63 2.73 1 Job done right the fisrt time 3.83 2.63
3.56 3.00 3 prompt warranty work 3.60 3.15 H
3.41 3.29 5 service available when needed 3.41 3.05
3.37 3.11 7 car ready when promised 3.38 3.03
3.27 3.02 9 low price on service 3.29 2.00 L
2.43 2.49 L 11 convinient to home 2.52 2.25
2.05 3.33 H 13 courtesy buses and rental cars 2.37 2.35
3.10 3.00 3.20 2.64