LAMPIRAN 1KUESIONER
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASANKONSUMEN PEMAKAI JASA HOTEL APRILIA DALAM PERSPEKTIF
EKONOMI SYARIAH(STUDI PADA HOTEL APRILIA KENDARI)
1. Identitas Respondena. Nama :b. Jenis Kelamin :c. Pekerjaan :
2. Petunjuk Pengisian Kuesionera. Mohon dengan hormat, bantuan dan kesediaan Bapak/Ibu/Saudara untuk
menjawab seluruh pernyataan yang ada dalam kuesioner ini.b. Berilah tanda centang ( √ ) pernyataan berikut yang sesuai dengan keadaan
yang sesungguhnya pada kolom yang tersedia.c. Ada lima pilihan jawaban yang tersedia untuk masing-masing pernyataan,
yaitu:1) Sangat Setuju (SS)2) Setuju (S)3) Ragu-Ragu (R)4) Tidak Setuju (TS)5) Sangat Tidak Setuju (STS)
Pernyataan untuk Mengukur Variabel X (Kualitas Layanan)No Indikator Tangibles (Berwujud) Jawaban
Pernyataan SS S R TS STS1 Lokasi Hotel Aprilia Kendari strategis dan
mudah dijangkau2 Hotel Aprilia Kendari memiliki fasilitas yang
menarik, nyaman, bersih, serta aman untukdigunakan
3 Hotel Aprilia memiliki fasilitas yang moderen4 Informasi yang diberikan Hotel Aprilia mudah
dimengerti dan dipahamiIndikator Relaibility (Keandalan) SS S R TS STS
Pernyataan5 Hotel Aprilia melayani semua konsumen sesuai
dengan yang ada dalam promosi Hotel6 Hotel Aprilia memberikan pelayanan yang sama
keapada semua konsumen7 Hotel Aprilia melayani konsumen sejak pertama
kali datang di Hotel8 Hotel Aprilia menginformasikan kepada
pengunjungnya tentang fasilitas-fasilitasnya
Indikator Responsiveness (Daya Tanggap) SS S R TS STSPernyataan
9 Karyawan Hotel Aprilia mengetahui kebutuhankonsumen
10 Karyawan Hotel Aprilia tetap ada di tempat padajam-jam kerja (sibuk)
11 Karyawan Hotel Aprilia melayani konsumendengan baik, tepat dan efisien
12 Karyawan Hotel Aprilia memiliki pengetahuanyang cukup untuk melayani semua permasalahankonsumen
Indikator Assurance (Jaminan) SS S R TS STSPernyataan
13 Hotel Aprilia menjamin keamanan dankenyamanan konsumen
14 Hotel Aprilia dapat menjaga barang-barangkonsumen dengan aman
15 Pelayanan Hotel Aprilia bebas dari kelalaiankaryawan
16 Karyawan Hotel Aprilia dapat menanamkankepercayaan dan rasa aman kepada konsumen
17 Karyawan Hotel Aprilia selalu menjalankantugasnya dengan benar dan tepat
Indikator Emphaty (Empati) SS S R TS STSPernyataan
18 Karyawan Hotel Aprilia bersikap ramah dansopan dalam melayani pengunjung
19 Karyawan Hotel Aprilia penuh perhatian dansabar dalam melayani pengunjung
20 Karyawan Hotel Aprilia bersikap simpatikterhadap pengunjung
LAMPIRAN 2KUESIONER
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASANKONSUMEN PEMAKAI JASA HOTEL APRILIA DALAM PERSPEKTIF
EKONOMI SYARIAH(STUDI PADA HOTEL APRILIA KENDARI)
1. Identitas Respondena. Nama :b. Jenis Kelamin :c. Pekerjaan :
2. Petunjuk Pengisian Kuesionera. Mohon dengan hormat, bantuan dan kesediaan Bapak/Ibu/Saudara untuk
menjawab seluruh pernyataan yang ada dalam kuesioner ini.b. Berilah tanda centang ( √ ) pernyataan berikut yang sesuai dengan keadaan
yang sesungguhnya pada kolom yang tersedia.c. Ada lima pilihan jawaban yang tersedia untuk masing-masing pernyataan,
yaitu:1) Sangat Setuju (SS)2) Setuju (S)3) Ragu-Ragu (R)4) Tidak Setuju (TS)5) Sangat Tidak Setuju (STS)
Pernyataan untuk Mengukur Variabel Y (Kepuasan Konsumen)
No Pernyataan JawabanSS S R TS STS
1 Karyawan Hotel Aprilia ramah2 Karyawan Hotel Aprilia berpakaian dengan
sopan3 Karyawan Hotel rapi dalam berbusana4 Harga kamar Hotel murah dan terjangkau5 Karyawan Hotel cepat menangani masalah6 Ruang lobi Hotel Aprilia nyaman7 Kamar Hotel Aprila bersih dan nyaman8 Fasilitas Hotel Aprilia selalu tersedia dan
memadai9 Lokasi Hotel Aprilia mudah dijangkau10 Fasilitas parkir Hotel memadai11 Customer Servis melayani dengan ramah12 Resepsionis Hotel bepenampilan menarik13 Sistem informasi terjamin bagi konsumen14 Pihak Hotel Aprilia menerima saran dari
konsumen
15 Pihak Hotel Aprilia menanggapi keluhan denganbaik
16 Petugas Room Boy cekat melayani konsumen17 Fasilitas Hot Spot bagus18 Pihak Hotel melakukan komunikasi dengan
konsumen lama19 Karyawan Hotel melakukan koreksi terhadap
kualitas pelayanan20 Hotel menyebarkan kuesioner kepada konsumen
Lampiran Jawaban Responden Instrumen Variabel X (Kualitas Layanan)
RESPONDENITEM
Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
R-1 4 5 4 5 4 4 4 5 4 5 3 4 4 5 3 4 4 3 5 4 4 3 4 4 4 102R-2 4 4 4 4 5 5 4 4 4 5 5 4 4 4 4 3 4 4 4 5 4 4 4 4 4 104R-3 5 5 4 4 4 4 4 3 4 4 4 4 4 4 4 5 5 5 5 4 4 4 5 5 5 108R-4 5 5 5 4 4 4 4 5 5 5 5 4 5 5 4 4 4 4 4 5 5 4 4 4 4 111R-5 4 4 4 3 5 5 5 4 4 4 4 3 5 5 5 5 4 5 4 5 4 4 4 5 5 109R-6 5 5 5 5 4 4 3 3 4 3 4 4 4 4 5 5 5 4 4 5 5 3 4 4 4 105R-7 3 4 3 4 4 4 5 4 4 4 4 5 5 3 3 4 4 4 4 5 5 4 4 4 4 101R-8 5 4 4 4 5 3 5 4 4 4 4 4 5 5 3 4 4 4 4 4 5 5 3 3 4 103R-9 4 4 4 4 5 5 3 3 3 4 4 4 4 4 5 5 5 4 4 4 4 4 4 4 4 102
R-10 3 4 4 4 4 5 4 4 4 5 5 5 3 4 4 4 4 4 5 4 4 4 4 5 5 105R-11 4 4 5 5 5 5 4 4 4 4 5 5 5 5 5 5 4 5 4 5 5 4 4 5 5 115R-12 5 5 4 5 4 4 4 5 5 5 3 4 4 5 5 5 5 5 4 4 4 5 5 4 4 112R-13 5 4 4 4 4 3 4 4 4 5 5 4 5 5 4 4 5 4 4 4 4 5 5 5 4 108R-14 3 3 4 5 5 5 4 4 4 4 4 4 5 4 5 4 4 4 5 5 5 4 4 5 5 108R-15 4 4 4 4 5 4 4 4 5 5 5 5 4 4 4 4 4 4 5 5 5 5 5 4 4 110R-16 5 5 4 4 4 5 5 4 4 5 5 4 4 4 4 4 4 4 5 5 5 4 4 4 4 109R-17 4 5 4 4 4 4 4 4 4 3 4 4 4 4 4 5 4 4 5 5 4 4 4 4 4 103R-18 4 4 5 5 5 4 4 4 4 4 5 4 4 4 4 5 5 5 4 4 4 4 5 5 5 110R-19 4 4 4 4 5 5 4 4 4 4 5 4 4 4 4 4 5 5 4 4 4 4 4 4 5 106R-20 3 3 4 4 3 4 4 4 4 3 3 4 4 4 3 4 4 4 3 3 3 4 4 4 4 91R-21 3 4 4 3 4 4 3 4 4 4 4 4 4 4 4 3 4 4 4 3 3 3 4 4 3 92
RESPONDENITEM
Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
R-22 5 5 4 4 4 4 5 5 4 4 4 4 4 4 3 4 4 4 4 5 5 5 4 4 4 106R-23 5 4 5 5 4 4 4 4 4 4 4 4 4 5 5 4 4 4 4 5 5 4 4 4 4 107R-24 4 4 4 4 4 5 5 4 4 4 4 4 5 4 4 3 4 4 4 4 4 4 5 5 4 104R-25 4 4 5 4 4 4 5 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 4 4 5 105R-26 3 4 4 4 4 3 3 3 4 4 4 4 4 5 4 4 4 4 4 4 5 5 4 4 4 99R-27 5 5 4 5 4 4 4 5 5 5 5 5 4 4 4 4 4 5 4 5 4 5 5 5 5 114R-28 4 4 5 5 4 4 4 4 4 5 4 4 4 4 5 4 4 4 4 5 5 4 4 5 5 108R-29 4 4 5 4 4 4 4 5 5 5 4 4 4 4 4 4 4 5 5 4 4 5 5 4 5 109R-30 5 5 4 4 4 5 4 4 5 4 4 4 4 5 4 4 4 5 4 4 4 5 5 4 4 108R-31 4 4 4 4 4 5 5 5 4 4 4 4 4 4 5 5 4 4 4 5 4 5 5 4 4 108R-32 4 4 5 4 5 4 4 4 4 5 4 4 4 5 5 5 4 4 4 5 5 4 4 5 5 110R-33 3 4 4 3 4 4 4 4 3 3 3 3 4 4 4 3 4 3 4 4 3 3 4 4 4 90R-34 4 4 5 5 4 4 5 5 4 4 4 4 4 4 4 5 5 4 5 4 4 4 4 5 5 109R-35 4 3 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 3 4 3 3 3 3 4 4 91R-36 4 3 4 4 3 4 4 4 4 3 3 3 4 4 4 4 4 4 5 4 5 5 4 4 4 98R-37 4 5 5 5 5 4 4 4 4 4 3 5 5 5 5 4 4 4 4 5 4 5 5 4 4 110R-38 4 4 4 5 4 4 4 4 4 5 5 4 4 5 4 5 5 4 4 4 4 5 4 5 5 109R-39 3 4 3 3 4 4 4 3 3 4 4 4 4 4 5 5 4 4 4 4 3 3 4 4 4 95R-40 4 4 4 3 4 4 4 4 4 3 4 4 5 5 4 4 4 4 5 4 4 4 5 5 4 103R-41 4 4 4 5 4 4 5 4 4 4 4 4 5 5 5 4 5 4 4 4 5 5 4 4 4 108R-42 4 5 4 4 4 5 4 5 5 4 4 4 4 4 5 3 4 3 3 4 4 4 4 4 4 102R-43 3 3 4 3 3 4 3 3 3 4 4 4 3 3 4 4 4 3 4 4 4 4 4 5 4 91R-44 4 4 4 4 5 5 5 5 4 4 4 4 4 4 4 5 4 4 4 4 4 5 5 4 4 107
RESPONDENITEM
Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
R-45 4 4 4 5 4 4 5 4 4 4 5 4 4 5 4 5 4 4 4 3 5 4 4 4 4 105R-46 5 4 3 3 4 5 5 5 4 4 4 3 4 4 5 4 4 4 4 4 4 4 5 4 4 103R-47 4 4 5 4 5 4 4 4 4 5 4 4 4 4 5 4 5 4 4 4 4 4 5 4 4 106R-48 5 5 5 5 4 4 4 5 4 4 4 4 5 5 4 4 4 4 4 4 5 5 4 4 4 109R-49 5 4 4 4 4 5 4 4 4 4 5 5 5 4 5 4 4 4 4 5 4 5 5 5 5 111R-50 4 4 3 4 3 3 3 4 3 3 3 3 4 4 3 3 4 4 3 4 3 3 4 3 3 85R-51 3 4 3 3 3 4 4 4 4 4 3 4 4 4 3 4 4 3 3 4 4 4 3 4 4 91R-52 4 5 4 4 4 4 5 4 4 5 4 5 4 4 4 4 4 5 4 4 4 5 4 4 4 106R-53 3 4 3 4 4 4 4 3 4 4 3 4 4 4 3 4 3 3 3 3 4 4 4 4 4 91R-54 4 5 4 4 4 5 5 5 5 4 4 4 4 5 4 4 4 5 4 5 5 5 4 4 4 110R-55 4 5 4 4 4 5 5 4 4 5 4 5 5 4 5 4 4 4 5 5 5 4 4 4 3 109R-56 4 4 5 5 4 4 4 4 4 5 4 4 4 4 4 4 5 5 5 5 4 5 4 5 5 110R-57 3 4 3 3 3 4 4 4 4 3 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 94R-58 5 5 4 4 4 5 4 4 5 5 4 4 4 4 4 5 4 5 5 4 4 4 5 4 4 109R-59 4 5 5 5 5 5 4 4 4 5 4 5 5 5 5 5 5 5 5 4 4 5 4 5 5 117R-60 4 5 4 4 4 4 4 4 4 5 5 5 5 4 4 5 4 5 4 5 4 4 4 4 5 109R-61 4 3 4 4 4 3 4 4 4 4 4 3 3 3 4 4 4 4 4 5 4 4 5 5 5 99R-62 4 5 4 4 5 4 5 5 5 5 4 4 4 5 5 5 4 4 4 5 4 5 5 5 5 114R-63 5 5 4 4 4 5 5 5 4 4 4 4 4 4 5 5 5 4 5 5 4 4 5 5 4 112R-64 5 4 5 5 5 5 4 5 5 5 4 4 4 4 4 4 5 4 4 5 5 4 5 5 5 114R-65 3 4 4 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 95R-66 4 4 4 4 4 3 4 4 4 4 4 4 3 3 4 4 4 4 4 3 4 4 3 3 3 93R-67 5 5 5 4 4 5 5 5 5 4 5 5 4 4 5 5 4 5 5 4 5 5 4 5 5 117
RESPONDENITEM
Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
R-68 5 4 5 4 4 4 4 5 4 4 4 4 5 5 4 4 4 4 4 5 4 4 5 5 5 109R-69 4 5 5 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 4 4 5 5 5 5 114R-70 4 5 4 4 4 4 4 4 5 5 5 5 5 5 5 4 4 4 4 5 5 5 4 5 5 113R-71 4 5 5 4 5 5 5 5 5 5 5 4 5 4 4 5 5 4 4 4 4 4 4 5 5 114R-72 5 5 5 5 5 5 5 5 5 5 4 4 5 5 5 4 5 5 5 5 4 5 5 5 5 121R-73 4 5 4 4 4 5 5 5 5 5 5 4 5 4 5 5 4 4 4 5 5 5 5 5 5 116R-74 4 5 4 4 5 5 5 5 4 4 5 5 5 4 4 4 5 4 4 5 5 5 4 4 5 113R-75 4 5 4 4 5 4 4 4 4 5 5 5 5 5 4 4 4 5 5 4 4 5 4 5 5 112R-76 5 5 5 5 5 5 5 5 5 4 4 5 4 5 5 5 4 4 5 5 4 5 5 5 5 119R-77 4 5 4 5 5 5 5 4 4 5 5 4 5 5 5 5 5 5 4 4 5 5 4 4 4 115R-78 4 5 4 5 5 5 5 5 5 4 5 4 5 4 4 4 4 5 5 4 4 4 4 5 5 113R-79 5 5 5 5 4 4 4 5 4 4 5 5 5 5 5 5 4 4 4 5 4 5 5 5 5 116R-80 5 5 5 5 4 4 4 5 4 4 4 4 5 4 5 4 4 4 4 4 5 5 5 5 5 112
Mean 106.3
Lampiran Jawaban Responden Instrumen Variabel Y (Kepuasan Konsumen)
RESPONDENITEM
Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25R-1 4 5 4 5 5 4 5 5 4 5 4 5 4 5 4 5 5 3 4 4 5 4 5 5 5 113
R-2 5 4 4 5 5 5 5 4 4 5 5 5 4 5 5 4 5 5 5 5 4 5 5 4 5 117
R-3 5 5 5 5 4 5 4 4 5 5 4 4 4 4 5 5 5 5 5 4 4 4 5 5 5 115
R-4 5 5 5 4 4 5 5 5 5 5 5 5 5 4 5 4 4 5 4 5 5 4 4 4 4 115
R-5 4 4 4 4 5 5 5 4 4 4 4 5 5 5 5 5 5 5 4 5 4 5 4 5 5 114
R-6 5 5 5 5 4 4 4 5 5 4 4 5 5 5 5 5 5 4 5 5 5 5 4 5 5 118
R-7 4 4 4 4 4 4 5 4 4 4 4 5 5 4 4 4 4 4 4 5 5 4 4 4 4 105
R-8 5 5 4 5 5 5 5 4 4 4 4 5 5 5 4 5 4 4 5 5 5 5 5 4 4 115
R-9 5 4 4 5 5 5 4 4 4 4 5 5 4 4 5 5 5 4 5 5 4 4 5 5 5 114
R-10 4 4 5 5 5 5 4 4 4 5 5 5 4 4 4 4 4 4 5 4 4 4 4 5 5 110
R-11 4 4 5 5 5 5 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 4 4 5 5 117
R-12 5 5 5 5 4 4 4 5 5 5 4 5 5 5 5 5 5 5 4 4 4 5 5 5 4 117
R-13 5 4 4 5 5 5 4 4 4 5 5 4 5 5 4 4 5 5 4 4 4 5 5 5 4 113
R-14 4 4 4 5 5 5 4 5 5 5 4 4 5 4 5 5 5 4 5 5 5 4 4 5 5 115
R-15 5 5 5 4 5 5 5 5 5 5 5 5 4 4 4 4 4 5 5 5 5 5 5 4 4 117
R-16 5 5 4 5 5 5 5 4 4 5 5 4 5 5 5 4 4 4 5 5 5 4 4 4 4 114
R-17 4 5 5 5 5 4 4 4 5 5 5 5 4 5 4 5 5 4 5 5 5 5 5 5 4 117
R-18 5 5 5 5 5 4 4 5 5 4 5 4 4 4 4 5 5 5 5 5 4 4 5 5 5 116
R-19 4 4 4 4 4 4 3 4 4 3 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 100
R-20 4 5 5 4 4 4 5 4 5 4 4 4 5 5 5 4 4 5 4 4 5 5 4 4 4 110
R-21 4 5 5 4 5 5 4 5 5 4 4 5 5 4 4 4 4 5 5 5 4 5 5 5 4 114
RESPONDENITEM
Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25R-22 5 5 4 4 4 4 5 5 4 4 4 5 5 4 4 5 5 4 4 5 5 5 4 4 4 111
R-23 5 5 5 5 4 5 5 5 5 4 4 5 5 5 5 5 4 4 5 5 5 5 5 4 4 118
R-24 4 4 4 5 5 5 5 4 4 4 5 5 5 4 4 4 4 4 4 4 4 4 5 5 4 109
R-25 4 4 5 5 4 4 5 5 4 4 4 4 4 5 5 5 4 4 5 5 5 4 5 5 5 113
R-26 4 5 5 4 4 4 5 5 5 5 5 4 4 5 5 5 5 4 4 4 5 4 5 5 5 115
R-27 5 5 4 5 4 4 4 5 5 5 5 5 4 4 4 4 4 5 4 5 4 5 5 5 5 114
R-28 4 4 5 5 4 4 4 5 5 5 5 4 5 5 5 4 4 4 5 5 5 5 5 5 5 116
R-29 5 5 5 4 4 4 4 5 5 5 4 5 5 4 4 4 4 5 5 4 4 5 5 4 5 113
R-30 5 5 4 4 4 5 5 5 5 4 4 5 5 5 4 4 4 5 5 4 4 5 5 4 4 113
R-31 4 5 5 4 4 5 5 5 5 4 4 4 5 5 5 5 4 5 5 5 4 5 5 5 4 116
R-32 4 4 5 4 5 4 4 4 4 5 4 4 4 5 5 5 4 4 4 5 5 4 4 4 5 109
R-33 4 4 4 4 4 5 5 5 4 5 5 5 5 5 4 5 5 5 4 4 5 4 5 5 4 114
R-34 4 4 5 5 4 4 5 5 4 4 4 4 4 4 4 5 5 4 5 4 4 4 4 5 4 108
R-35 4 4 5 5 4 5 5 5 4 4 4 5 5 5 5 5 4 4 4 4 5 5 5 4 4 113
R-36 4 5 5 4 4 5 5 5 4 5 5 5 5 4 4 4 4 5 5 4 5 5 5 5 4 115
R-37 4 5 5 5 5 4 4 4 4 4 4 5 5 5 5 4 4 5 5 5 4 5 5 5 4 114
R-38 4 4 4 3 4 4 4 4 4 5 5 4 4 4 4 5 5 4 4 4 4 5 4 5 4 105
R-39 4 5 4 4 4 4 4 4 4 5 5 5 4 4 5 5 5 4 5 4 4 4 4 4 4 108
R-40 5 5 5 4 5 4 4 4 4 4 5 5 5 5 4 4 5 4 5 4 4 4 5 5 4 112
R-41 4 5 5 5 4 4 5 4 4 4 4 4 5 5 5 4 5 4 4 4 5 5 5 5 4 112
R-42 4 5 4 4 4 5 4 5 5 4 4 4 4 4 5 4 4 3 3 4 4 4 4 4 4 103
R-43 4 4 4 4 4 5 5 4 4 4 4 4 4 4 5 5 5 4 5 5 5 5 4 5 5 111
R-44 4 4 4 4 5 5 5 5 4 4 4 4 4 4 4 5 4 4 4 4 4 5 5 4 4 107
RESPONDENITEM
Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25R-45 4 4 4 5 4 4 5 4 4 4 5 4 4 5 4 5 4 4 4 4 5 4 4 4 4 106
R-46 5 4 4 4 4 5 5 5 4 4 4 4 4 4 5 4 4 4 4 5 5 4 5 5 4 109
R-47 4 4 5 4 5 4 4 5 5 5 4 4 4 4 5 5 5 5 4 4 5 5 5 5 4 113
R-48 5 5 5 5 5 4 4 5 5 4 4 5 5 5 4 5 5 5 5 4 5 5 5 5 4 118
R-49 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 5 5 4 5 102
R-50 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 5 4 4 4 4 4 4 4 4 100
R-51 4 5 4 4 4 5 5 5 5 4 5 5 4 4 4 5 5 4 4 5 5 5 4 5 5 114
R-52 3 4 4 4 3 3 4 4 4 4 4 5 4 4 4 4 4 5 4 4 4 5 4 4 4 100
R-53 4 5 4 5 5 5 4 4 5 5 5 4 5 4 5 4 5 5 5 5 4 5 5 5 4 116
R-54 4 5 5 5 4 5 5 5 5 4 4 4 5 5 4 4 4 5 4 5 5 5 4 4 4 113
R-55 4 5 5 5 5 5 5 4 4 5 4 5 5 5 5 4 5 5 5 5 5 4 5 5 4 118
R-56 3 4 4 4 3 3 4 4 4 4 4 4 4 4 4 3 4 5 4 5 4 5 4 4 5 100
R-57 4 5 5 5 4 5 5 5 4 4 5 5 5 5 5 4 5 5 4 4 4 5 4 4 4 114
R-58 5 5 5 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 4 4 4 5 5 5 120
R-59 4 5 5 5 5 5 4 4 4 5 4 5 4 4 5 5 5 4 5 4 4 5 4 5 5 114
R-60 3 4 4 4 4 4 4 4 4 4 5 5 5 4 5 5 4 5 4 5 4 4 3 4 4 105
R-61 5 4 5 5 4 4 5 5 5 4 4 4 4 4 5 5 5 5 4 5 4 5 5 5 5 115
R-62 4 5 5 5 5 4 5 5 5 5 4 4 5 5 5 5 4 4 5 5 4 5 5 5 5 118
R-63 5 5 4 4 4 5 5 5 4 4 4 5 5 5 5 5 5 4 5 5 4 4 5 5 4 115
R-64 4 4 3 4 4 5 4 5 4 4 4 4 4 4 4 4 5 4 4 5 5 4 4 5 5 106
R-65 3 4 4 4 4 4 4 3 4 4 4 4 5 4 4 4 4 4 4 4 5 5 4 4 4 101
R-66 4 4 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 103
R-67 5 5 5 4 5 5 5 5 5 4 5 5 4 4 5 5 5 5 5 4 5 5 5 5 5 120
RESPONDENITEM
Total1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25R-68 5 4 5 4 4 5 5 5 4 4 4 4 5 5 4 5 5 4 4 5 5 5 5 5 5 115
R-69 4 5 5 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5 115
R-70 4 5 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 4 4 5 5 5 4 5 5 115
R-71 4 5 5 4 5 5 5 5 5 5 5 5 5 4 5 5 5 4 4 4 4 5 5 5 5 118
R-72 5 5 5 5 5 5 5 5 5 5 4 5 5 5 5 4 5 5 5 5 4 5 5 5 5 122
R-73 5 5 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 124
R-74 4 5 5 5 5 5 5 5 4 4 5 5 5 4 5 5 5 5 5 5 5 5 4 4 5 119
R-75 5 5 4 5 5 5 5 4 5 5 5 5 5 5 4 5 5 5 5 4 4 5 4 5 5 119
R-76 5 5 5 5 5 5 5 5 5 4 4 5 5 5 5 5 4 5 5 5 4 5 5 5 5 121
R-77 4 5 4 5 5 5 5 4 4 5 5 4 5 5 5 5 5 5 4 4 5 5 4 4 4 115
R-78 5 5 5 5 5 5 5 5 5 5 5 4 5 4 4 5 5 5 5 4 4 4 5 5 5 119
R-79 5 5 5 5 4 5 4 5 4 4 5 5 5 5 5 5 5 4 4 5 4 5 5 5 5 118
R-80 5 5 5 5 4 4 5 5 4 5 5 4 5 5 5 4 5 5 5 4 5 5 5 5 5 119
Mean 113
Validitas Instrumen Variabel Y (Kepuasan Konsumen)Correlations
item1 item2 item3 item4 item5 item6 item7 item8 item9 item10 item11 item12 item13 item14 item15 item16 item17 item18 item19 item20 total
item1
Pearson Correlation 1 .562** .090 .555** .444** .356** .233* .381** .312** .049 .143 .345** .219 .427** .312** .104 .214 .748** .467** .137 .612**
Sig. (2-tailed) .000 .425 .000 .000 .001 .038 .000 .005 .669 .205 .002 .051 .000 .005 .357 .057 .000 .000 .226 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item2
Pearson Correlation .562** 1 .405** .628** .468** .427** .133 .409** .458** -.037 .103 .180 .138 .121 .269* .296** .264* .452** .656** .337** .630**
Sig. (2-tailed) .000 .000 .000 .000 .000 .238 .000 .000 .744 .362 .109 .221 .284 .016 .008 .018 .000 .000 .002 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item3
Pearson Correlation .090 .405** 1 .121 .267* .056 .184 .137 .249* .216 .194 .237* .152 .069 .128 .117 -.025 .101 .225* .520** .393**
Sig. (2-tailed) .425 .000 .286 .017 .619 .103 .226 .026 .055 .084 .034 .178 .544 .256 .302 .824 .374 .044 .000 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item4
Pearson Correlation .555** .628** .121 1 .407** .319** .128 .368** .283* .010 -.023 .230* .171 .295** .202 .303** .218 .406** .426** .130 .537**
Sig. (2-tailed) .000 .000 .286 .000 .004 .257 .001 .011 .933 .839 .040 .129 .008 .073 .006 .052 .000 .000 .249 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item5
Pearson Correlation .444** .468** .267* .407** 1 .665** .428** .702** .404** .132 .204 .304** .258* .398** .336** .231* .415** .433** .332** .124 .686**
Sig. (2-tailed) .000 .000 .017 .000 .000 .000 .000 .000 .245 .069 .006 .021 .000 .002 .039 .000 .000 .003 .272 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item6
Pearson Correlation .356** .427** .056 .319** .665** 1 .404** .741** .369** .184 .270* .199 .174 .356** .359** .412** .500** .328** .352** -.026 .642**
Sig. (2-tailed) .001 .000 .619 .004 .000 .000 .000 .001 .102 .015 .077 .122 .001 .001 .000 .000 .003 .001 .821 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item7
Pearson Correlation .233* .133 .184 .128 .428** .404** 1 .301** .443** .301** .342** .351** .312** .323** .395** .201 .348** .213 .228* .272* .563**
Sig. (2-tailed) .038 .238 .103 .257 .000 .000 .007 .000 .007 .002 .001 .005 .003 .000 .074 .002 .058 .042 .015 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item8
Pearson Correlation .381** .409** .137 .368** .702** .741** .301** 1 .389** .180 .215 .190 .204 .414** .296** .493** .531** .390** .393** .077 .674**
Sig. (2-tailed) .000 .000 .226 .001 .000 .000 .007 .000 .110 .056 .091 .070 .000 .008 .000 .000 .000 .000 .499 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item9
Pearson Correlation .312** .458** .249* .283* .404** .369** .443** .389** 1 .243* .279* .453** .320** .368** .462** .383** .297** .263* .517** .234* .676**
Sig. (2-tailed) .005 .000 .026 .011 .000 .001 .000 .000 .030 .012 .000 .004 .001 .000 .000 .007 .018 .000 .036 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item10
Pearson Correlation .049 -.037 .216 .010 .132 .184 .301** .180 .243* 1 .486** .452** .485** .444** .536** .218 .088 .028 -.003 .256* .457**
Sig. (2-tailed) .669 .744 .055 .933 .245 .102 .007 .110 .030 .000 .000 .000 .000 .000 .052 .438 .804 .981 .022 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item11
Pearson Correlation .143 .103 .194 -.023 .204 .270* .342** .215 .279* .486** 1 .504** .254* .430** .264* .116 .164 .226* .021 .119 .458**
Sig. (2-tailed) .205 .362 .084 .839 .069 .015 .002 .056 .012 .000 .000 .023 .000 .018 .305 .146 .043 .854 .295 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item12
Pearson Correlation .345** .180 .237* .230* .304** .199 .351** .190 .453** .452** .504** 1 .486** .499** .520** .023 .208 .346** .272* .150 .603**
Sig. (2-tailed) .002 .109 .034 .040 .006 .077 .001 .091 .000 .000 .000 .000 .000 .000 .839 .064 .002 .015 .184 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item13
Pearson Correlation .219 .138 .152 .171 .258* .174 .312** .204 .320** .485** .254* .486** 1 .588** .495** .170 .227* .174 .253* .269* .552**
Sig. (2-tailed) .051 .221 .178 .129 .021 .122 .005 .070 .004 .000 .023 .000 .000 .000 .131 .043 .122 .023 .016 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item14
Pearson Correlation .427** .121 .069 .295** .398** .356** .323** .414** .368** .444** .430** .499** .588** 1 .451** .361** .332** .437** .247* .169 .668**
Sig. (2-tailed) .000 .284 .544 .008 .000 .001 .003 .000 .001 .000 .000 .000 .000 .000 .001 .003 .000 .027 .134 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item15
Pearson Correlation .312** .269* .128 .202 .336** .359** .395** .296** .462** .536** .264* .520** .495** .451** 1 .284* .331** .277* .321** .200 .643**
Sig. (2-tailed) .005 .016 .256 .073 .002 .001 .000 .008 .000 .000 .018 .000 .000 .000 .011 .003 .013 .004 .075 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item16
Pearson Correlation .104 .296** .117 .303** .231* .412** .201 .493** .383** .218 .116 .023 .170 .361** .284* 1 .577** .190 .367** .338** .536**
Sig. (2-tailed) .357 .008 .302 .006 .039 .000 .074 .000 .000 .052 .305 .839 .131 .001 .011 .000 .091 .001 .002 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item17
Pearson Correlation .214 .264* -.025 .218 .415** .500** .348** .531** .297** .088 .164 .208 .227* .332** .331** .577** 1 .392** .392** .127 .561**
Sig. (2-tailed) .057 .018 .824 .052 .000 .000 .002 .000 .007 .438 .146 .064 .043 .003 .003 .000 .000 .000 .261 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item18
Pearson Correlation .748** .452** .101 .406** .433** .328** .213 .390** .263* .028 .226* .346** .174 .437** .277* .190 .392** 1 .600** .135 .608**
Sig. (2-tailed) .000 .000 .374 .000 .000 .003 .058 .000 .018 .804 .043 .002 .122 .000 .013 .091 .000 .000 .231 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item19
Pearson Correlation .467** .656** .225* .426** .332** .352** .228* .393** .517** -.003 .021 .272* .253* .247* .321** .367** .392** .600** 1 .393** .640**
Sig. (2-tailed) .000 .000 .044 .000 .003 .001 .042 .000 .000 .981 .854 .015 .023 .027 .004 .001 .000 .000 .000 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item20
Pearson Correlation .137 .337** .520** .130 .124 -.026 .272* .077 .234* .256* .119 .150 .269* .169 .200 .338** .127 .135 .393** 1 .429**
Sig. (2-tailed) .226 .002 .000 .249 .272 .821 .015 .499 .036 .022 .295 .184 .016 .134 .075 .002 .261 .231 .000 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
total
Pearson Correlation .612** .630** .393** .537** .686** .642** .563** .674** .676** .457** .458** .603** .552** .668** .643** .536** .561** .608** .640** .429** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Validitas Instrumen Variabel X (Kualitas Pelayanan)
Correlations
item1 item2 item3 item4 item5 item6 item7 item8 item9 item10 item11 item12 item13 item14 item15 item16 item17 item18 item19 item20 total
item1
Pearson Correlation 1 .795** .367** .303** .155 .325** .329** .197 .232* .268* .464** .403** .362** .292** .237* .235* .221* .178 .188 .315** .598**
Sig. (2-tailed) .000 .001 .006 .169 .003 .003 .079 .038 .016 .000 .000 .001 .009 .034 .036 .049 .114 .095 .004 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item2
Pearson Correlation .795** 1 .501** .386** .175 .299** .350** .301** .287** .328** .469** .358** .371** .373** .343** .259* .219 .085 .097 .302** .632**
Sig. (2-tailed) .000 .000 .000 .121 .007 .001 .007 .010 .003 .000 .001 .001 .001 .002 .020 .051 .454 .391 .006 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item3
Pearson Correlation .367** .501** 1 .648** .291** .316** .373** .275* .232* .249* .335** .334** .396** .409** .322** .292** .447** .178 .202 .104 .625**
Sig. (2-tailed) .001 .000 .000 .009 .004 .001 .013 .039 .026 .002 .002 .000 .000 .004 .008 .000 .114 .073 .359 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item4
Pearson Correlation .303** .386** .648** 1 .314** .225* .321** .156 .177 .451** .287** .357** .413** .334** .374** .131 .315** .235* .173 .253* .594**
Sig. (2-tailed) .006 .000 .000 .005 .045 .004 .167 .115 .000 .010 .001 .000 .002 .001 .246 .004 .036 .125 .024 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item5
Pearson Correlation .155 .175 .291** .314** 1 .750** .284* .285* .157 .200 .305** .365** .377** .092 .114 .221* .236* .165 .202 .038 .502**
Sig. (2-tailed) .169 .121 .009 .005 .000 .011 .010 .163 .075 .006 .001 .001 .416 .315 .049 .035 .144 .072 .739 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item6
Pearson Correlation .325** .299** .316** .225* .750** 1 .330** .235* .216 .232* .368** .334** .342** .192 .175 .197 .254* .113 .128 .016 .528**
Sig. (2-tailed) .003 .007 .004 .045 .000 .003 .036 .054 .038 .001 .002 .002 .088 .121 .080 .023 .317 .259 .890 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item7
Pearson Correlation .329** .350** .373** .321** .284* .330** 1 .379** .239* .248* .396** .246* .167 .172 .244* .670** .528** .165 .183 .048 .584**
Sig. (2-tailed) .003 .001 .001 .004 .011 .003 .001 .033 .027 .000 .028 .139 .127 .029 .000 .000 .143 .105 .674 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item8Pearson Correlation .197 .301** .275* .156 .285* .235* .379** 1 .747** .299** .531** .406** .280* .417** .349** .191 .393** .043 .098 .174 .598**
Sig. (2-tailed) .079 .007 .013 .167 .010 .036 .001 .000 .007 .000 .000 .012 .000 .001 .090 .000 .702 .389 .124 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item9
Pearson Correlation .232* .287** .232* .177 .157 .216 .239* .747** 1 .439** .493** .493** .365** .521** .382** .127 .280* .091 .025 .118 .587**
Sig. (2-tailed) .038 .010 .039 .115 .163 .054 .033 .000 .000 .000 .000 .001 .000 .000 .263 .012 .420 .829 .299 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item10
Pearson Correlation .268* .328** .249* .451** .200 .232* .248* .299** .439** 1 .527** .385** .497** .418** .525** .130 .251* .042 -.068 .204 .574**
Sig. (2-tailed) .016 .003 .026 .000 .075 .038 .027 .007 .000 .000 .000 .000 .000 .000 .250 .025 .714 .550 .070 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item11
Pearson Correlation .464** .469** .335** .287** .305** .368** .396** .531** .493** .527** 1 .698** .555** .599** .478** .213 .420** .131 .118 .215 .750**
Sig. (2-tailed) .000 .000 .002 .010 .006 .001 .000 .000 .000 .000 .000 .000 .000 .000 .058 .000 .247 .296 .056 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item12
Pearson Correlation .403** .358** .334** .357** .365** .334** .246* .406** .493** .385** .698** 1 .796** .483** .336** .084 .373** .263* .175 .260* .715**
Sig. (2-tailed) .000 .001 .002 .001 .001 .002 .028 .000 .000 .000 .000 .000 .000 .002 .457 .001 .018 .120 .020 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item13
Pearson Correlation .362** .371** .396** .413** .377** .342** .167 .280* .365** .497** .555** .796** 1 .473** .443** .074 .320** .230* .175 .270* .692**
Sig. (2-tailed) .001 .001 .000 .000 .001 .002 .139 .012 .001 .000 .000 .000 .000 .000 .517 .004 .040 .120 .016 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item14
Pearson Correlation .292** .373** .409** .334** .092 .192 .172 .417** .521** .418** .599** .483** .473** 1 .731** .032 .239* .081 .071 .185 .626**
Sig. (2-tailed) .009 .001 .000 .002 .416 .088 .127 .000 .000 .000 .000 .000 .000 .000 .779 .033 .478 .530 .101 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item15
Pearson Correlation .237* .343** .322** .374** .114 .175 .244* .349** .382** .525** .478** .336** .443** .731** 1 .221* .259* .054 .025 .183 .598**
Sig. (2-tailed) .034 .002 .004 .001 .315 .121 .029 .001 .000 .000 .000 .002 .000 .000 .049 .020 .633 .825 .104 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item16
Pearson Correlation .235* .259* .292** .131 .221* .197 .670** .191 .127 .130 .213 .084 .074 .032 .221* 1 .519** .142 .152 -.031 .424**
Sig. (2-tailed) .036 .020 .008 .246 .049 .080 .000 .090 .263 .250 .058 .457 .517 .779 .049 .000 .208 .178 .782 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item17Pearson Correlation .221* .219 .447** .315** .236* .254* .528** .393** .280* .251* .420** .373** .320** .239* .259* .519** 1 .216 .144 .049 .577**
Sig. (2-tailed) .049 .051 .000 .004 .035 .023 .000 .000 .012 .025 .000 .001 .004 .033 .020 .000 .054 .203 .663 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item18
Pearson Correlation .178 .085 .178 .235* .165 .113 .165 .043 .091 .042 .131 .263* .230* .081 .054 .142 .216 1 .708** .137 .396**
Sig. (2-tailed) .114 .454 .114 .036 .144 .317 .143 .702 .420 .714 .247 .018 .040 .478 .633 .208 .054 .000 .226 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item19
Pearson Correlation .188 .097 .202 .173 .202 .128 .183 .098 .025 -.068 .118 .175 .175 .071 .025 .152 .144 .708** 1 .360** .389**
Sig. (2-tailed) .095 .391 .073 .125 .072 .259 .105 .389 .829 .550 .296 .120 .120 .530 .825 .178 .203 .000 .001 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
item20
Pearson Correlation .315** .302** .104 .253* .038 .016 .048 .174 .118 .204 .215 .260* .270* .185 .183 -.031 .049 .137 .360** 1 .381**
Sig. (2-tailed) .004 .006 .359 .024 .739 .890 .674 .124 .299 .070 .056 .020 .016 .101 .104 .782 .663 .226 .001 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
total
Pearson Correlation .598** .632** .625** .594** .502** .528** .584** .598** .587** .574** .750** .715** .692** .626** .598** .424** .577** .396** .389** .381** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
N 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80 80
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Lampiran Jawaban Responden Instrumen Variabel X (Kualitas Pelayanan)
RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total
R-1 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 77
R-2 4 4 4 2 4 4 2 4 4 2 4 4 4 4 4 5 4 4 5 4 76
R-3 4 4 4 4 5 4 4 5 4 5 4 4 5 3 5 5 4 4 4 4 85
R-4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 5 5 83
R-5 5 4 4 4 4 4 4 4 5 5 5 5 5 4 4 4 4 4 4 5 87
R-6 5 5 4 4 4 5 4 5 5 4 4 4 4 4 4 4 4 4 4 4 85
R-7 4 4 4 4 3 3 3 5 5 4 4 4 4 5 5 3 4 4 4 5 81
R-80 4 5 4 4 3 3 3 5 5 4 4 4 4 5 5 3 4 3 3 5 80
R-9 3 4 4 3 3 3 3 4 4 4 4 5 5 5 5 3 4 4 3 3 76
R-10 4 4 4 3 3 4 4 4 5 4 4 3 3 4 4 4 4 3 3 3 74
R-11 5 5 4 4 3 3 3 4 5 4 4 5 5 5 5 3 3 3 3 4 80
R-12 3 3 4 4 3 3 3 4 4 3 3 3 3 3 3 3 3 3 4 4 66
R-13 4 3 4 4 4 4 2 3 3 4 4 4 4 4 4 2 3 4 4 4 72
R-14 3 3 3 2 3 3 3 4 4 3 3 3 3 2 2 3 3 2 3 3 58
R-15 2 2 3 3 3 3 2 2 2 2 1 2 2 2 2 3 2 2 2 3 45
R-16 3 3 3 3 4 4 4 4 4 4 4 4 3 4 4 4 4 3 3 4 73
R-17 3 3 3 2 3 3 3 3 3 3 3 2 3 3 4 4 3 3 4 4 62
R-18 4 4 5 4 4 4 5 5 4 4 4 4 5 5 5 4 4 4 5 5 88
R-19 3 3 4 4 4 4 4 5 5 4 4 4 4 5 5 4 4 3 4 4 81
R-20 3 3 4 4 3 3 3 4 5 4 4 4 4 5 4 3 4 5 4 3 76
R-21 4 3 3 4 3 3 3 4 4 4 4 4 4 4 4 3 4 3 3 5 73
R-22 3 4 4 4 3 3 3 5 5 4 4 4 4 5 5 3 4 1 3 5 76
R-23 2 2 2 2 2 2 3 4 4 3 3 3 3 4 4 4 3 3 3 3 59
R-24 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 3 2 5 77
R-25 4 4 4 4 5 5 4 5 5 4 4 5 5 4 4 4 4 3 3 4 84
R-26 4 4 5 5 4 4 4 5 5 4 4 5 5 4 4 4 4 4 4 4 86
RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total
R-27 4 4 5 5 4 5 4 4 4 5 4 4 5 5 5 5 5 4 4 4 89
R-28 5 5 5 5 4 4 4 5 5 4 4 4 4 5 5 4 4 5 5 5 91
R-29 4 4 3 3 4 4 4 5 5 5 5 5 5 5 5 4 4 5 5 5 89
R-30 4 4 4 5 4 4 4 3 3 4 4 4 4 4 5 4 4 5 5 4 82
R-31 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 2 3 3 89
R-32 4 4 4 4 3 2 4 5 5 4 4 5 5 4 4 4 4 4 4 5 82
R-33 3 3 4 4 4 3 4 3 4 3 3 4 4 4 4 4 4 5 5 3 75
R-34 4 4 4 4 4 5 3 4 5 4 5 5 5 5 5 3 3 4 4 4 84
R-35 4 4 4 3 4 4 4 4 3 4 3 3 4 3 3 4 4 4 4 4 74
R-36 4 4 5 4 4 4 5 4 3 3 5 4 4 4 4 5 5 2 3 4 80
R-37 4 4 4 4 5 5 5 4 4 4 5 5 4 4 4 4 4 5 5 4 87
R-38 4 4 4 4 3 3 4 3 4 4 4 4 4 3 3 4 3 4 4 4 74
R-39 4 4 4 5 3 2 3 3 3 4 4 5 5 4 4 4 4 4 5 5 79
R-40 4 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 4 2 3 3 78
R-41 3 3 4 4 4 4 5 4 4 4 4 4 4 4 4 5 5 4 4 3 80
R-42 3 3 4 4 4 4 3 5 5 4 4 4 4 4 4 4 4 4 5 5 81
R-43 3 3 4 4 4 4 4 3 3 3 3 4 4 4 4 4 4 3 5 5 75
R-44 3 4 4 4 3 4 3 3 3 4 4 4 5 4 4 3 4 3 4 5 75
R-45 4 4 4 5 5 4 4 5 4 4 4 4 4 4 4 3 3 4 5 5 83
R-46 3 3 4 4 4 4 3 4 4 4 4 4 4 4 4 3 3 3 3 3 72
R-47 4 3 3 3 3 3 3 3 3 4 4 4 4 4 4 3 3 2 3 3 66
R-48 3 3 4 4 4 4 2 3 3 4 3 4 5 4 4 2 3 4 4 4 71
R-49 4 4 4 3 2 3 4 5 5 4 4 4 3 4 5 4 4 3 3 5 77
R-50 4 4 4 4 4 4 3 4 4 4 4 4 4 5 5 2 3 2 3 5 76
R-51 3 3 4 4 4 4 4 4 3 3 3 4 4 3 5 4 4 4 4 4 75
R-52 3 3 3 3 3 3 4 4 4 3 3 3 3 3 3 3 4 4 5 5 69
R-53 3 3 3 3 4 4 3 3 3 2 3 4 4 3 3 3 3 4 4 4 66
R-54 3 3 3 4 3 3 3 2 3 5 3 3 3 3 5 4 4 3 2 4 66
RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total
R-55 5 5 4 4 4 5 4 4 4 4 4 5 5 4 4 4 4 3 3 5 84
R-56 3 3 4 4 4 4 4 5 5 4 4 4 4 5 5 4 4 5 5 5 85
R-57 3 3 4 4 4 4 4 5 5 4 4 5 4 3 3 4 5 4 4 3 79
R-58 3 3 4 4 4 4 5 5 5 4 4 4 4 4 5 5 4 4 4 3 82
R-59 4 4 4 4 2 3 5 4 4 4 4 4 4 5 5 5 3 4 4 5 81
R-60 3 3 4 3 3 3 3 4 3 3 4 4 4 4 4 3 4 3 3 3 68
R-61 3 3 4 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 5 76
R-62 5 5 4 4 2 3 4 3 3 3 3 3 3 3 3 4 4 5 5 3 72
R-63 3 3 4 4 3 4 3 4 4 4 4 4 4 4 4 3 4 4 3 3 73
R-64 4 4 4 3 4 4 3 4 4 4 4 5 4 4 4 4 3 4 5 5 80
R-65 5 3 3 3 3 4 3 3 4 3 3 4 4 4 4 4 4 4 4 4 73
R-66 4 4 5 5 4 4 4 3 4 4 3 4 4 4 4 4 4 4 4 5 81
R-67 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 5 5 81
R-68 3 3 3 3 4 4 3 4 4 3 3 3 3 4 4 3 3 4 4 3 68
R-69 3 3 3 3 4 4 2 4 4 4 4 4 4 4 3 2 3 4 4 4 70
R-70 3 3 4 4 3 2 3 3 3 4 3 3 4 3 4 4 4 4 4 4 69
R-71 4 4 3 3 4 4 4 3 3 3 4 4 4 3 3 4 3 4 4 5 73
R-72 3 3 4 4 4 4 3 4 4 3 3 4 4 3 3 3 4 4 4 4 72
R-73 4 4 4 4 4 5 4 4 4 4 4 4 4 3 4 4 4 4 5 5 82
R-74 3 3 4 3 3 4 3 3 5 5 3 4 5 4 4 3 3 3 4 4 73
R-75 3 3 4 4 3 3 3 4 4 4 4 4 4 4 4 3 4 4 4 5 75
R-76 3 3 4 3 4 3 3 4 4 3 3 4 3 3 2 4 4 4 4 4 69
R-77 3 4 4 4 3 3 3 3 3 4 3 2 2 4 4 4 2 2 3 3 63
R-78 3 3 2 3 3 3 3 4 3 4 3 3 3 2 3 3 3 3 4 5 63
R-79 4 3 4 3 2 3 4 4 3 3 4 4 3 4 3 3 4 4 5 4 71
R-80 3 3 3 4 3 3 3 4 5 4 4 5 5 4 4 3 3 4 4 5 76
Lampiran Jawaban Responden Instrumen Variabel Y (Kepuasan Konsumen)
RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total
R-1 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 5 3 3 3 79
R-2 5 4 3 3 4 4 3 4 3 3 4 4 4 4 4 2 4 4 4 4 74
R-3 4 5 5 4 5 5 4 5 5 5 5 5 4 4 5 5 4 4 5 5 93
R-4 5 5 5 3 5 5 5 5 4 3 5 4 3 4 3 4 4 5 5 5 87
R-5 4 4 4 4 4 4 4 4 5 5 4 5 5 5 5 4 4 5 5 5 89
R-6 1 4 5 4 4 4 5 4 4 5 5 4 5 4 4 4 4 2 4 5 81
R-7 4 5 5 4 4 4 4 4 4 3 3 3 2 4 3 5 4 4 5 5 79
R-80 3 3 3 3 3 4 5 4 5 4 4 4 5 5 4 5 4 3 5 4 80
R-9 3 3 3 3 3 4 5 4 4 5 5 4 2 4 3 4 4 3 3 4 73
R-10 3 3 4 3 3 4 4 4 4 5 5 5 3 4 5 4 4 4 4 4 79
R-11 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 81
R-12 3 3 4 3 3 3 3 3 3 4 5 3 3 3 2 3 4 3 3 4 65
R-13 3 3 4 3 3 3 3 4 5 4 4 4 5 5 4 4 4 3 4 4 76
R-14 1 5 5 2 2 3 2 3 3 2 4 2 2 1 2 4 4 3 5 5 60
R-15 2 2 5 1 1 1 4 1 1 5 4 3 4 1 3 1 1 2 2 5 49
R-16 3 3 5 5 3 3 3 3 2 5 4 5 4 5 3 4 3 3 3 5 74
R-17 4 5 5 5 4 4 4 5 5 4 4 4 3 4 4 5 4 4 5 5 87
R-18 4 4 4 4 4 5 5 5 5 5 5 4 3 4 5 4 4 4 4 4 86
R-19 4 4 4 5 4 4 4 4 4 3 3 4 5 4 3 4 4 4 5 5 81
R-20 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 4 4 4 78
R-21 4 4 4 4 3 3 4 4 4 4 4 4 4 5 4 4 4 4 5 5 81
R-22 3 3 3 2 3 4 3 4 4 5 4 4 4 5 5 5 4 4 4 4 77
R-23 3 3 1 3 3 4 3 4 2 2 2 2 3 3 3 4 4 3 4 4 60
R-24 4 4 4 4 4 4 4 4 3 4 5 4 5 5 4 3 3 4 4 4 80
R-25 4 4 4 3 4 4 4 4 4 5 5 5 5 5 4 4 4 4 4 5 85
R-26 5 5 4 5 4 4 4 4 4 4 4 5 5 5 4 4 4 5 5 4 88
RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total
R-27 5 5 4 5 4 4 5 4 5 5 5 5 5 5 5 5 5 4 5 5 95
R-28 5 5 5 4 5 5 4 4 5 4 4 4 4 4 5 4 4 4 5 5 89
R-29 4 4 5 2 4 4 5 4 4 5 4 4 5 5 5 4 5 4 4 5 86
R-30 4 4 5 5 4 4 5 5 4 4 4 5 4 5 4 5 4 4 4 5 88
R-31 4 4 5 4 4 4 5 4 4 5 4 5 4 4 5 5 5 4 5 5 89
R-32 5 5 4 5 4 3 2 5 3 4 4 4 4 4 3 4 4 5 5 4 81
R-33 4 4 4 4 4 4 5 4 5 4 5 4 5 5 4 4 4 5 5 5 88
R-34 5 4 4 4 5 5 4 5 2 4 5 5 4 5 4 4 5 5 3 4 86
R-35 4 5 5 5 4 4 4 5 4 4 4 5 5 4 4 4 5 4 5 5 89
R-36 5 5 5 5 5 4 4 5 4 4 4 4 5 5 5 4 4 5 5 5 92
R-37 4 3 4 3 4 5 4 5 4 4 4 4 4 4 3 5 5 5 5 2 81
R-38 4 4 4 5 4 4 4 4 3 4 4 3 4 4 3 4 3 4 4 4 77
R-39 4 5 5 4 5 4 5 5 5 5 5 3 4 5 4 5 4 4 5 5 91
R-40 3 2 3 3 4 4 5 4 3 4 5 5 4 5 4 3 5 4 4 4 78
R-41 4 4 5 4 4 4 5 4 4 3 5 5 4 4 5 3 4 4 4 3 82
R-42 4 4 3 4 5 5 5 5 4 3 4 4 3 4 3 2 4 4 4 3 77
R-43 4 4 3 4 3 3 5 3 5 4 3 5 4 3 4 3 4 4 5 4 77
R-44 4 4 3 4 4 4 5 4 4 4 3 5 5 4 4 4 5 4 5 5 84
R-45 3 4 3 3 3 4 4 3 3 4 4 4 4 4 4 3 4 3 4 3 71
R-46 4 4 3 4 3 3 3 2 4 4 4 5 4 4 4 2 2 4 4 3 70
R-47 4 4 4 4 3 4 4 4 4 4 4 3 4 4 3 4 4 4 4 4 77
R-48 5 4 4 4 4 4 5 4 4 4 5 4 4 4 4 5 4 4 4 5 85
R-49 5 4 1 5 2 3 4 3 3 4 5 3 4 5 4 5 5 5 4 4 78
R-50 2 3 2 3 4 4 4 4 4 5 4 4 5 4 5 5 4 2 3 4 75
R-51 4 4 5 4 3 3 4 3 5 4 4 5 4 4 4 4 4 4 4 4 80
R-52 4 4 3 4 4 4 4 4 2 3 3 2 3 3 3 4 4 4 4 4 70
R-53 3 2 3 3 3 2 4 3 3 4 4 3 3 4 3 4 4 4 4 5 68
R-54 3 2 4 2 3 2 4 3 4 3 4 4 5 5 3 4 3 3 3 4 68
RESP. Item1 Item2 Item3 Item4 Item5 Item6 Item7 Item8 Item9 Item10 Item11 Item12 Item13 Item14 Item15 Item16 Item17 Item18 Item19 Item20 Total
R-55 4 4 4 4 4 4 4 4 4 5 4 4 5 5 5 4 4 4 5 5 86
R-56 4 5 3 5 4 4 4 3 5 3 5 5 4 4 4 4 4 4 5 4 83
R-57 4 4 3 4 4 4 4 4 5 4 5 5 4 4 4 3 4 4 4 3 80
R-58 4 4 3 4 4 5 4 5 4 5 5 4 5 5 4 3 4 4 4 3 83
R-59 4 4 4 4 5 4 4 5 5 5 4 4 5 5 4 4 4 4 4 4 86
R-60 2 3 3 3 5 3 4 4 4 3 4 4 3 3 3 4 5 4 3 3 70
R-61 3 3 4 3 3 4 4 3 3 4 4 3 4 4 3 4 4 3 3 4 70
R-62 3 3 3 3 3 4 4 4 4 3 5 4 3 4 3 4 4 3 4 4 72
R-63 2 3 4 3 4 4 5 4 3 4 4 3 4 4 4 4 4 3 3 4 73
R-64 3 4 3 4 3 4 4 3 3 4 3 3 4 3 4 4 4 3 4 3 70
R-65 5 4 3 4 4 4 5 4 5 4 4 4 4 4 4 4 4 4 4 5 83
R-66 4 4 4 4 4 4 5 5 4 4 4 4 4 4 5 4 4 4 4 4 83
R-67 4 3 3 3 4 4 4 4 3 4 4 4 4 4 4 2 3 4 4 3 72
R-68 4 4 3 4 3 3 4 3 3 3 4 4 3 4 5 4 4 5 5 4 76
R-69 4 4 4 3 2 3 3 3 4 3 4 4 3 4 3 3 3 4 4 4 69
R-70 4 4 5 4 4 3 4 3 3 4 3 4 4 4 4 3 4 4 5 5 78
R-71 4 4 4 4 4 3 4 4 4 3 3 4 3 3 3 2 3 3 4 4 70
R-72 4 4 5 3 4 2 5 2 5 4 5 5 4 4 4 2 3 4 4 5 78
R-73 4 4 4 4 4 4 5 3 4 3 3 3 3 4 3 3 3 4 4 4 73
R-74 4 4 4 4 3 3 4 4 5 4 3 4 4 3 5 4 4 4 5 5 80
R-75 4 4 4 4 3 2 4 3 3 3 4 4 4 4 3 3 4 4 4 4 72
R-76 3 4 5 4 4 4 4 3 4 3 3 3 4 4 4 4 5 4 4 5 78
R-77 2 2 2 3 2 1 1 2 1 2 1 1 1 2 2 2 2 2 2 2 35
R-78 3 3 4 2 3 2 4 3 3 5 5 5 5 5 4 3 4 4 4 5 76
R-79 4 5 4 4 4 4 5 5 5 3 3 3 5 4 4 5 5 4 5 5 86
R-80 4 3 3 3 4 4 5 4 3 4 4 4 4 4 4 3 5 5 5 4 79