Lampiran 1 KUESIONER TENTANG KUALITAS PELAYANAN ...

Lampiran 1

KUESIONER TENTANG KUALITAS PELAYANAN PERBANKAN TERHADAP KEPUASAN NASABAH PADA BANK BUKOPIN

Data Pribadi 1.

Jenis Kelamin

2.

Menjadi pelanggan Bank BUKOPIN sejak : a. < 6 bulan

3.

:

a. Laki-Laki

b. 6 bulan – 1 tahun

b. Perempuan

c. > 1 tahun

Selain Bank Bukopin apakah anda menggunakan jasa perbankan lainnya : a. Tidak b. Ya

4.

Masalah yang pernah dikeluhkan : a. Slip resi yang jarang keluar dari mesin ATM b. Antrian yang lama c. Pin terblokir

5.

Berapa banyak jumlah uang yang ditabung dalam waktu 1 bulan ? a. < Rp.150.000 b. 200.000 – 300.000 c. > 350.000

Jawablah pertanyaan di bawah ini yang sesuai dengan kualitas pelayananan dan kepuasan anda atas pelayanan Bank BUKOPIN, dengan memberi tanda silang ( X ) pada pilihan yang sesuai dengan pendapat nasabah. Keterangan :

5.SB & SP

= Sangat Baik & Sangat Puas

4.B & P

= Baik & Puas

3.CB & CP

= Cukup Baik & Cukup Puas

2.TB & TP

= Tidak Baik & Tidak Puas

1.STB & STP = Sangat Tidak Baik & Sangat Tidak Puas

No 1.

2.

Indikator 1. Ruangan pelayanan yang bersih 2. Penampilan karyawan yang rapi 3. Ketersediaan peralatan perbankan yang modern 4. Materi-materi berkaitan dengan jasa yang berdaya tarik visual 1. Dapat diandalkan dalam menangani masalah jasa pelanggan 2. Kecepatan pelayanan yang diberikan oleh teller Bank Bukopin 3. Bank menyelesaikan pelayanan tepat waktu yang dijanjikan 4. Menyimpan dokumen tanpa kesalahan 5. Menyampaikan jasa secara benar sejak pertama kali

Kualitas Pelayanan STB KB CB B SB

Kepuasan Nasabah STP KP CP P SP

3.

4.

5.

1. Satpam selalu bersedia membantu nasabah 2. Menginformasikan nasabah tentang kepastian waktu penyampain jasa 3. Layanan yang cepat bagi nasabah 4. Kesiapan untuk merespons permintaan nasabah 1. Karyawan bank mampu menjawab semua pertanyaan nasabah 2. Karyawan yang menumbuhkan rasa percaya para nasabah 3. Membuat nasabah merasa aman sewaktu melakukan transaksi 4. Karyawan yang secara konsisten bersikap sopan 1. Dalam memberi pelayanan pihak bank tidak lupa menyebutkan nama nasabah 2. Sungguh-sungguh mengutamakan kepentingan nasabah 3. Memberikan perhatian secara individual kepada nasabah 4. Kenyamanan jam operasional di Bank Bukopin 5. Karyawan yang memperlakukan nasabah secara penuh perhatian

Lampiran 3 Hasil Uji Validitas Kualitas Pelayanan untuk 30 Responden C or r elations p1 p1

p2

p3

p4

p5

p6

p7

p8

p9

p10

p11

p12

p13

p14

p15

p16

p17

p18

p19

p20

p21

p22

total

P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N

1 30 .433* .017 30 .182 .337 30 .542* * .002 30 .087 .647 30 -.108 .571 30 -.096 .613 30 .000 1.000 30 -.141 .457 30 .265 .157 30 .159 .402 30 .015 .939 30 .120 .527 30 .147 .438 30 -.173 .361 30 .202 .286 30 .662* * .000 30 .503* * .005 30 .180 .341 30 .635* * .000 30 .403* .027 30 .079 .680 30 .410* .025 30

p2 .433* .017 30 1 30 .448* .013 30 .343 .063 30 .344 .063 30 .362* .049 30 .627* * .000 30 .438* .015 30 .463* .010 30 .610* * .000 30 .388* .034 30 .194 .305 30 .254 .176 30 .276 .139 30 .035 .853 30 .479* * .007 30 .519* * .003 30 .781* * .000 30 .437* .016 30 .626* * .000 30 .763* * .000 30 .363* .048 30 .772* * .000 30

* . C orrelation is significant at the 0.05 level (2-tailed). * * .C orrelation is significant at the 0.01 level (2-tailed).

p3 .182 .337 30 .448* .013 30 1 30 .366* .047 30 .343 .064 30 .370* .044 30 .284 .129 30 .322 .082 30 .363* .048 30 .347 .060 30 .333 .072 30 .207 .272 30 .378* .039 30 .309 .097 30 .148 .434 30 .340 .066 30 .408* .025 30 .573* * .001 30 .255 .173 30 .444* .014 30 .340 .066 30 .445* .014 30 .609* * .000 30

p4 .542* * .002 30 .343 .063 30 .366* .047 30 1 30 .351 .057 30 -.164 .388 30 -.076 .689 30 .047 .805 30 .030 .877 30 .457* .011 30 .274 .143 30 .211 .264 30 .207 .272 30 .339 .067 30 .172 .364 30 .514* * .004 30 .580* * .001 30 .499* * .005 30 .290 .119 30 .487* * .006 30 .282 .132 30 .208 .270 30 .525* * .003 30

p5 .087 .647 30 .344 .063 30 .343 .064 30 .351 .057 30 1 30 .213 .258 30 .218 .247 30 .074 .697 30 .372* .043 30 .507* * .004 30 .272 .146 30 .371* .043 30 .453* .012 30 .296 .112 30 .385* .036 30 .417* .022 30 .352 .056 30 .393* .032 30 .555* * .001 30 .170 .368 30 .222 .239 30 .256 .171 30 .551* * .002 30

p6 -.108 .571 30 .362* .049 30 .370* .044 30 -.164 .388 30 .213 .258 30 1 30 .668* * .000 30 .409* .025 30 .521* * .003 30 .243 .196 30 .383* .037 30 .160 .400 30 .428* .018 30 .300 .107 30 .037 .847 30 .261 .163 30 .144 .448 30 .389* .034 30 .378* .039 30 .065 .734 30 .320 .085 30 .300 .108 30 .500* * .005 30

p7 -.096 .613 30 .627* * .000 30 .284 .129 30 -.076 .689 30 .218 .247 30 .668* * .000 30 1 30 .666* * .000 30 .706* * .000 30 .552* * .002 30 .563* * .001 30 .174 .358 30 .451* .012 30 .307 .099 30 .187 .323 30 .504* * .005 30 .252 .179 30 .542* * .002 30 .451* .012 30 .176 .351 30 .468* * .009 30 .285 .127 30 .657* * .000 30

p8 .000 1.000 30 .438* .015 30 .322 .082 30 .047 .805 30 .074 .697 30 .409* .025 30 .666* * .000 30 1 30 .732* * .000 30 .476* * .008 30 .556* * .001 30 .224 .233 30 .341 .065 30 .209 .268 30 .228 .226 30 .331 .074 30 .270 .149 30 .517* * .003 30 .215 .254 30 .160 .398 30 .331 .074 30 -.094 .622 30 .553* * .002 30

p9 -.141 .457 30 .463* .010 30 .363* .048 30 .030 .877 30 .372* .043 30 .521* * .003 30 .706* * .000 30 .732* * .000 30 1 30 .542* * .002 30 .551* * .002 30 .344 .063 30 .481* * .007 30 .523* * .003 30 .344 .063 30 .469* * .009 30 .257 .170 30 .440* .015 30 .452* .012 30 .207 .272 30 .257 .170 30 .097 .612 30 .657* * .000 30

p10 .265 .157 30 .610* * .000 30 .347 .060 30 .457* .011 30 .507* * .004 30 .243 .196 30 .552* * .002 30 .476* * .008 30 .542* * .002 30 1 30 .664* * .000 30 .457* .011 30 .460* .011 30 .525* * .003 30 .448* .013 30 .542* * .002 30 .476* * .008 30 .637* * .000 30 .530* * .003 30 .248 .186 30 .344 .063 30 .274 .142 30 .775* * .000 30

p11 .159 .402 30 .388* .034 30 .333 .072 30 .274 .143 30 .272 .146 30 .383* .037 30 .563* * .001 30 .556* * .001 30 .551* * .002 30 .664* * .000 30 1 30 .620* * .000 30 .661* * .000 30 .450* .013 30 .372* .043 30 .618* * .000 30 .301 .106 30 .477* * .008 30 .456* .011 30 .091 .634 30 .143 .452 30 .320 .085 30 .695* * .000 30

p12 .015 .939 30 .194 .305 30 .207 .272 30 .211 .264 30 .371* .043 30 .160 .400 30 .174 .358 30 .224 .233 30 .344 .063 30 .457* .011 30 .620* * .000 30 1 30 .548* * .002 30 .522* * .003 30 .457* .011 30 .495* * .005 30 .188 .319 30 .264 .159 30 .417* .022 30 -.075 .693 30 -.009 .963 30 .261 .164 30 .489* * .006 30

p13 .120 .527 30 .254 .176 30 .378* .039 30 .207 .272 30 .453* .012 30 .428* .018 30 .451* .012 30 .341 .065 30 .481* * .007 30 .460* .011 30 .661* * .000 30 .548* * .002 30 1 30 .408* .025 30 .393* .032 30 .629* * .000 30 .360 .051 30 .433* .017 30 .563* * .001 30 .147 .439 30 .270 .150 30 .295 .114 30 .661* * .000 30

p14 .147 .438 30 .276 .139 30 .309 .097 30 .339 .067 30 .296 .112 30 .300 .107 30 .307 .099 30 .209 .268 30 .523* * .003 30 .525* * .003 30 .450* .013 30 .522* * .003 30 .408* .025 30 1 30 .481* * .007 30 .514* * .004 30 .514* * .004 30 .354 .055 30 .643* * .000 30 .180 .342 30 .220 .242 30 .080 .674 30 .620* * .000 30

p15 -.173 .361 30 .035 .853 30 .148 .434 30 .172 .364 30 .385* .036 30 .037 .847 30 .187 .323 30 .228 .226 30 .344 .063 30 .448* .013 30 .372* .043 30 .457* .011 30 .393* .032 30 .481* * .007 30 1 30 .433* .017 30 .315 .090 30 .198 .293 30 .554* * .001 30 -.035 .856 30 .104 .586 30 -.075 .695 30 .407* .026 30

p16 .202 .286 30 .479* * .007 30 .340 .066 30 .514* * .004 30 .417* .022 30 .261 .163 30 .504* * .005 30 .331 .074 30 .469* * .009 30 .542* * .002 30 .618* * .000 30 .495* * .005 30 .629* * .000 30 .514* * .004 30 .433* .017 30 1 30 .591* * .001 30 .675* * .000 30 .723* * .000 30 .285 .127 30 .332 .073 30 .273 .144 30 .769* * .000 30

p17 .662* * .000 30 .519* * .003 30 .408* .025 30 .580* * .001 30 .352 .056 30 .144 .448 30 .252 .179 30 .270 .149 30 .257 .170 30 .476* * .008 30 .301 .106 30 .188 .319 30 .360 .051 30 .514* * .004 30 .315 .090 30 .591* * .001 30 1 30 .727* * .000 30 .669* * .000 30 .602* * .000 30 .547* * .002 30 .038 .843 30 .733* * .000 30

p18 .503* * .005 30 .781* * .000 30 .573* * .001 30 .499* * .005 30 .393* .032 30 .389* .034 30 .542* * .002 30 .517* * .003 30 .440* .015 30 .637* * .000 30 .477* * .008 30 .264 .159 30 .433* .017 30 .354 .055 30 .198 .293 30 .675* * .000 30 .727* * .000 30 1 30 .520* * .003 30 .509* * .004 30 .571* * .001 30 .142 .455 30 .835* * .000 30

p19 .180 .341 30 .437* .016 30 .255 .173 30 .290 .119 30 .555* * .001 30 .378* .039 30 .451* .012 30 .215 .254 30 .452* .012 30 .530* * .003 30 .456* .011 30 .417* .022 30 .563* * .001 30 .643* * .000 30 .554* * .001 30 .723* * .000 30 .669* * .000 30 .520* * .003 30 1 30 .383* .037 30 .507* * .004 30 .153 .419 30 .746* * .000 30

p20 .635* * .000 30 .626* * .000 30 .444* .014 30 .487* * .006 30 .170 .368 30 .065 .734 30 .176 .351 30 .160 .398 30 .207 .272 30 .248 .186 30 .091 .634 30 -.075 .693 30 .147 .439 30 .180 .342 30 -.035 .856 30 .285 .127 30 .602* * .000 30 .509* * .004 30 .383* .037 30 1 30 .655* * .000 30 .208 .271 30 .561* * .001 30

p21 .403* .027 30 .763* * .000 30 .340 .066 30 .282 .132 30 .222 .239 30 .320 .085 30 .468* * .009 30 .331 .074 30 .257 .170 30 .344 .063 30 .143 .452 30 -.009 .963 30 .270 .150 30 .220 .242 30 .104 .586 30 .332 .073 30 .547* * .002 30 .571* * .001 30 .507* * .004 30 .655* * .000 30 1 30 .179 .344 30 .629* * .000 30

p22 .079 .680 30 .363* .048 30 .445* .014 30 .208 .270 30 .256 .171 30 .300 .108 30 .285 .127 30 -.094 .622 30 .097 .612 30 .274 .142 30 .320 .085 30 .261 .164 30 .295 .114 30 .080 .674 30 -.075 .695 30 .273 .144 30 .038 .843 30 .142 .455 30 .153 .419 30 .208 .271 30 .179 .344 30 1 30 .374* .042 30

total .410* .025 30 .772* * .000 30 .609* * .000 30 .525* * .003 30 .551* * .002 30 .500* * .005 30 .657* * .000 30 .553* * .002 30 .657* * .000 30 .775* * .000 30 .695* * .000 30 .489* * .006 30 .661* * .000 30 .620* * .000 30 .407* .026 30 .769* * .000 30 .733* * .000 30 .835* * .000 30 .746* * .000 30 .561* * .001 30 .629* * .000 30 .374* .042 30 1 30

Lampiran 04 Hasil Uji Reliabilitas Kualitas Pelayanan Cas e Proce ss ing Sum m ary N Cases

Valid Ex cludeda Total

% 100.0 .0 100.0

30 0 30

a. Listw ise deletion bas ed on all variables in the proc edure.

Reliab ility Statis tics

Cronbac h's A lpha .913

Cronbac h's A lpha Bas ed on Standardized Items .922

N of Items 22

Item -Total Statis tics

p1 p2 p3 p4 p5 p6 p7 p8 p9 p10 p11 p12 p13 p14 p15 p16 p17 p18 p19 p20 p21 p22

Scale Mean if Item Deleted 78.1667 78.3667 77.8333 78.0000 78.2333 78.6000 78.0000 78.2333 78.3000 78.0333 78.1333 78.2000 77.8333 77.8333 77.8000 77.9667 78.3000 78.1667 78.1000 78.2333 78.3000 77.8667

Scale V arianc e if Item Deleted 92.833 89.206 92.626 91.517 93.151 91.007 89.862 92.668 90.493 90.033 92.671 94.097 93.937 93.040 95.614 89.895 90.424 90.833 92.231 91.357 91.941 96.051

Correc ted Item-Total Correlation .313 .738 .562 .452 .497 .414 .603 .497 .607 .744 .662 .431 .630 .578 .349 .736 .696 .815 .719 .495 .582 .315

Squared Multiple Correlation

Scale Statis tics Mean 81.8333

Variance 100.626

Std. Deviation 10.03127

N of Items 22

. . . . . . . . . . . . . . . . . . . . . .

Cronbach's A lpha if Item Deleted .917 .905 .909 .912 .910 .914 .908 .910 .907 .905 .907 .911 .908 .908 .913 .905 .906 .904 .906 .910 .908 .913

Lampiran 5 Hasil Uji Validitas Kepuasan Konsumen untuk 30 Responden C or r elations p1 p1

p2

p3

p4

p5

p6

p7

p8

p9

p10

p11

p12

p13

p14

p15

p16

p17

p18

p19

p20

p21

p22

total

P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N P ears on C orrelation S ig. (2-tailed) N

1 30 .655* * .000 30 .208 .271 30 .189 .318 30 .111 .560 30 .067 .726 30 .305 .101 30 .142 .454 30 .381* .038 30 .069 .719 30 .014 .943 30 -.054 .776 30 .179 .345 30 .163 .390 30 .255 .173 30 .331 .074 30 .248 .186 30 .105 .581 30 .285 .127 30 .248 .186 30 .091 .634 30 -.075 .693 30 .377* .040 30

p2 .655* * .000 30 1 30 .179 .344 30 .269 .150 30 .297 .111 30 .330 .075 30 .332 .073 30 .203 .282 30 .273 .144 30 .098 .606 30 .144 .448 30 .144 .448 30 .413* .023 30 .278 .137 30 .128 .501 30 .310 .095 30 .278 .137 30 .114 .548 30 .393* .032 30 .344 .063 30 .143 .452 30 -.009 .963 30 .474* * .008 30

* * .C orrelation is significant at the 0.01 level (2-tailed). * . C orrelation is significant at the 0.05 level (2-tailed).

p3 .208 .271 30 .179 .344 30 1 30 .279 .135 30 .376* .040 30 .408* .025 30 .453* .012 30 .372* .043 30 .357 .053 30 .428* .018 30 .342 .065 30 .160 .397 30 .305 .101 30 -.007 .972 30 .093 .624 30 .481* * .007 30 .274 .142 30 .460* .011 30 .523* * .003 30 .274 .142 30 .320 .085 30 .261 .164 30 .549* * .002 30

p4 .189 .318 30 .269 .150 30 .279 .135 30 1 30 .078 .684 30 -.113 .552 30 -.017 .930 30 .165 .384 30 .088 .644 30 -.034 .858 30 .072 .706 30 .274 .142 30 .020 .918 30 .275 .142 30 .219 .244 30 .272 .145 30 .333 .072 30 .151 .427 30 .139 .463 30 .279 .135 30 .309 .097 30 .295 .113 30 .336 .070 30

p5 .111 .560 30 .297 .111 30 .376* .040 30 .078 .684 30 1 30 .372* .043 30 .339 .067 30 .262 .162 30 .266 .155 30 .392* .032 30 .191 .313 30 .094 .622 30 .241 .200 30 .120 .528 30 .133 .485 30 .199 .293 30 .185 .328 30 .308 .098 30 .481* * .007 30 .262 .162 30 .287 .125 30 .401* .028 30 .459* .011 30

p6 .067 .726 30 .330 .075 30 .408* .025 30 -.113 .552 30 .372* .043 30 1 30 .758* * .000 30 .616* * .000 30 .425* .019 30 .580* * .001 30 .445* .014 30 .212 .261 30 .572* * .001 30 .284 .128 30 -.020 .917 30 .418* .021 30 .436* .016 30 .486* * .006 30 .504* * .005 30 .390* .033 30 .451* .012 30 .395* .031 30 .661* * .000 30

p7 .305 .101 30 .332 .073 30 .453* .012 30 -.017 .930 30 .339 .067 30 .758* * .000 30 1 30 .698* * .000 30 .431* .017 30 .472* * .008 30 .534* * .002 30 .133 .482 30 .515* * .004 30 .378* .039 30 .068 .719 30 .555* * .001 30 .446* .014 30 .344 .063 30 .454* .012 30 .509* * .004 30 .611* * .000 30 .274 .142 30 .699* * .000 30

p8 .142 .454 30 .203 .282 30 .372* .043 30 .165 .384 30 .262 .162 30 .616* * .000 30 .698* * .000 30 1 30 .610* * .000 30 .659* * .000 30 .550* * .002 30 .363* .048 30 .450* .013 30 .346 .061 30 .303 .104 30 .657* * .000 30 .682* * .000 30 .488* * .006 30 .643* * .000 30 .682* * .000 30 .826* * .000 30 .494* * .006 30 .801* * .000 30

p9 .381* .038 30 .273 .144 30 .357 .053 30 .088 .644 30 .266 .155 30 .425* .019 30 .431* .017 30 .610* * .000 30 1 30 .581* * .001 30 .493* * .006 30 .221 .241 30 .252 .179 30 .125 .509 30 .171 .367 30 .536* * .002 30 .419* .021 30 .460* .011 30 .493* * .006 30 .491* * .006 30 .493* * .006 30 .285 .127 30 .637* * .000 30

p10 .069 .719 30 .098 .606 30 .428* .018 30 -.034 .858 30 .392* .032 30 .580* * .001 30 .472* * .008 30 .659* * .000 30 .581* * .001 30 1 30 .468* * .009 30 .468* * .009 30 .395* .031 30 .118 .535 30 .185 .329 30 .439* .015 30 .472* * .008 30 .680* * .000 30 .558* * .001 30 .329 .076 30 .549* * .002 30 .470* * .009 30 .666* * .000 30

p11 .014 .943 30 .144 .448 30 .342 .065 30 .072 .706 30 .191 .313 30 .445* .014 30 .534* * .002 30 .550* * .002 30 .493* * .006 30 .468* * .009 30 1 30 .573* * .001 30 .546* * .002 30 .412* .024 30 .402* .028 30 .585* * .001 30 .645* * .000 30 .578* * .001 30 .573* * .001 30 .476* * .008 30 .702* * .000 30 .459* .011 30 .710* * .000 30

p12 -.054 .776 30 .144 .448 30 .160 .397 30 .274 .142 30 .094 .622 30 .212 .261 30 .133 .482 30 .363* .048 30 .221 .241 30 .468* * .009 30 .573* * .001 30 1 30 .265 .156 30 .412* .024 30 .311 .095 30 .392* .032 30 .476* * .008 30 .486* * .006 30 .466* * .009 30 .221 .241 30 .499* * .005 30 .374* .041 30 .512* * .004 30

p13 .179 .345 30 .413* .023 30 .305 .101 30 .020 .918 30 .241 .200 30 .572* * .001 30 .515* * .004 30 .450* .013 30 .252 .179 30 .395* .031 30 .546* * .002 30 .265 .156 30 1 30 .579* * .001 30 .561* * .001 30 .621* * .000 30 .671* * .000 30 .523* * .003 30 .546* * .002 30 .522* * .003 30 .402* .028 30 .235 .212 30 .697* * .000 30

p14 .163 .390 30 .278 .137 30 -.007 .972 30 .275 .142 30 .120 .528 30 .284 .128 30 .378* .039 30 .346 .061 30 .125 .509 30 .118 .535 30 .412* .024 30 .412* .024 30 .579* * .001 30 1 30 .638* * .000 30 .498* * .005 30 .612* * .000 30 .280 .134 30 .412* .024 30 .519* * .003 30 .378* .040 30 .301 .106 30 .568* * .001 30

p15 .255 .173 30 .128 .501 30 .093 .624 30 .219 .244 30 .133 .485 30 -.020 .917 30 .068 .719 30 .303 .104 30 .171 .367 30 .185 .329 30 .402* .028 30 .311 .095 30 .561* * .001 30 .638* * .000 30 1 30 .561* * .001 30 .668* * .000 30 .439* .015 30 .493* * .006 30 .596* * .001 30 .418* .022 30 .448* .013 30 .556* * .001 30

p16 .331 .074 30 .310 .095 30 .481* * .007 30 .272 .145 30 .199 .293 30 .418* .021 30 .555* * .001 30 .657* * .000 30 .536* * .002 30 .439* .015 30 .585* * .001 30 .392* .032 30 .621* * .000 30 .498* * .005 30 .561* * .001 30 1 30 .706* * .000 30 .547* * .002 30 .682* * .000 30 .553* * .002 30 .626* * .000 30 .270 .149 30 .797* * .000 30

p17 .248 .186 30 .278 .137 30 .274 .142 30 .333 .072 30 .185 .328 30 .436* .016 30 .446* .014 30 .682* * .000 30 .419* .021 30 .472* * .008 30 .645* * .000 30 .476* * .008 30 .671* * .000 30 .612* * .000 30 .668* * .000 30 .706* * .000 30 1 30 .759* * .000 30 .730* * .000 30 .595* * .001 30 .664* * .000 30 .524* * .003 30 .837* * .000 30

p18 .105 .581 30 .114 .548 30 .460* .011 30 .151 .427 30 .308 .098 30 .486* * .006 30 .344 .063 30 .488* * .006 30 .460* .011 30 .680* * .000 30 .578* * .001 30 .486* * .006 30 .523* * .003 30 .280 .134 30 .439* .015 30 .547* * .002 30 .759* * .000 30 1 30 .761* * .000 30 .321 .084 30 .446* .014 30 .500* * .005 30 .722* * .000 30

p19 .285 .127 30 .393* .032 30 .523* * .003 30 .139 .463 30 .481* * .007 30 .504* * .005 30 .454* .012 30 .643* * .000 30 .493* * .006 30 .558* * .001 30 .573* * .001 30 .466* * .009 30 .546* * .002 30 .412* .024 30 .493* * .006 30 .682* * .000 30 .730* * .000 30 .761* * .000 30 1 30 .561* * .001 30 .499* * .005 30 .374* .041 30 .818* * .000 30

p20 .248 .186 30 .344 .063 30 .274 .142 30 .279 .135 30 .262 .162 30 .390* .033 30 .509* * .004 30 .682* * .000 30 .491* * .006 30 .329 .076 30 .476* * .008 30 .221 .241 30 .522* * .003 30 .519* * .003 30 .596* * .001 30 .553* * .002 30 .595* * .001 30 .321 .084 30 .561* * .001 30 1 30 .664* * .000 30 .457* .011 30 .735* * .000 30

p21 .091 .634 30 .143 .452 30 .320 .085 30 .309 .097 30 .287 .125 30 .451* .012 30 .611* * .000 30 .826* * .000 30 .493* * .006 30 .549* * .002 30 .702* * .000 30 .499* * .005 30 .402* .028 30 .378* .040 30 .418* .022 30 .626* * .000 30 .664* * .000 30 .446* .014 30 .499* * .005 30 .664* * .000 30 1 30 .620* * .000 30 .778* * .000 30

p22 -.075 .693 30 -.009 .963 30 .261 .164 30 .295 .113 30 .401* .028 30 .395* .031 30 .274 .142 30 .494* * .006 30 .285 .127 30 .470* * .009 30 .459* .011 30 .374* .041 30 .235 .212 30 .301 .106 30 .448* .013 30 .270 .149 30 .524* * .003 30 .500* * .005 30 .374* .041 30 .457* .011 30 .620* * .000 30 1 30 .593* * .001 30

total .377* .040 30 .474* * .008 30 .549* * .002 30 .336 .070 30 .459* .011 30 .661* * .000 30 .699* * .000 30 .801* * .000 30 .637* * .000 30 .666* * .000 30 .710* * .000 30 .512* * .004 30 .697* * .000 30 .568* * .001 30 .556* * .001 30 .797* * .000 30 .837* * .000 30 .722* * .000 30 .818* * .000 30 .735* * .000 30 .778* * .000 30 .593* * .001 30 1 30

Lampiran 06 Hasil Uji Reliabilitas Kepuasan Konsumen Cas e Proce ss ing Sum m ary N Cases

V alid Ex cludeda Total

% 100.0 .0 100.0

30 0 30

a. Listw ise deletion bas ed on all variables in the proc edure.

Reliability Statis tics

Cronbac h's Alpha .920

Cronbac h's Alpha Bas ed on Standardized Items .928

N of Items 21

Item -Total Statis tics

p1 p2 p3 p4 p5 p6 p7 p8 p9 p10 p11 p12 p13 p14 p15 p16 p17 p18 p19 p20 p21

Scale Mean if Item Deleted 75.1000 75.1667 74.7333 74.8333 75.1333 75.4667 75.0333 75.0000 75.0667 75.1000 74.9333 74.9333 74.8667 74.7667 74.5000 74.8333 74.9000 74.8000 74.9333 74.9000 75.0000

Scale V arianc e if Item Deleted 77.334 76.971 76.754 78.489 78.326 71.637 73.826 74.000 75.651 75.403 76.064 78.133 75.085 77.909 76.879 74.144 72.714 74.855 74.823 74.024 75.103

Correc ted Item-Total Correlation .312 .432 .499 .235 .390 .587 .663 .769 .597 .613 .672 .457 .672 .529 .491 .785 .806 .677 .803 .692 .734

Squared Multiple Correlation . . . . . . . . . . . . . . . . . . . . .

Cronbach's A lpha if Item Deleted .924 .919 .918 .926 .920 .918 .914 .913 .916 .916 .915 .919 .914 .917 .918 .912 .911 .914 .913 .914 .914

Scale Statis tics Mean 78.7000

Varianc e 83.045

Std. Dev iation 9.11289

N of Items 21

Lampiran 7 Tabulasi Kualitas Pelayanan (100 Responden)

No

p1

p2

p3

p4

X1

p5

p6

p7

p8

1

3

4

4

4

2

3

3

4

3

4

4

4

4

5 6

X2

P9

p10

p11

p12

3.75

3

4

4

4

3.75

4

4

4

3

3

3.25

3

4

3

3

3.25

4

4

3

3

4

3.75

3

4

4

4

3.75

4

4

4

4

3

3.75

4

4

3

4

3.75

4

4

4

4

4

4

4

4

4

4

4

4

3

3

4

3

3.5

3

3

3

3

7

3

3

3

3

3

3

4

3

3

8

4

4

4

4

4

4

4

4

9

3

3

5

3

3.5

4

4

10

3

3

4

3

3.25

3

11

3

3

4

3

3.25

12

4

4

5

4

13

4

5

4

14

4

4

4

15

5

4

16

3

17

X3

p13

p14

p15

p16

p17

3.75

3

3

4

4

3

4

3.75

4

3

3

3

4

3

3.75

3

4

4

4

4

4

4

4

4

3

3

4

4

3.5

4

3

3

4

4

3.5

4

3.25

4

4

3

3

3.5

4

4

4

4

4

4

3

4

3.75

4

4

3

4

3

4

3.5

4

4

3

4

4

4

3.75

4

4.25

4

4

4

3

3.75

4

4.25

5

4

4

5

4

4

4

4

4

4

5

5

4.75

4

5

4

3

4

3

3.25

4

4

4

4

4

4

4

3

18

3

4

3

3

3.25

19

4

4

3

4

20

3

3

4

21

4

4

22

4

4

23

5

24

3

X4

p18

P19

p20

p21

X5

3.4

4

4

4

3

3.75

3

3.2

3

4

4

3

3.5

4

4

3.8

4

4

4

4

4

4

4

3

3.8

3

3

2

3

2.75

4

4

4

4

4.0

4

4

3

4

3.75

4

4

4

4

4.0

4

4

3

4

3.75

3

3

3

3

3

3.0

3

4

2

3

3

4

4

4

4

4

4

4.0

4

4

4

4

4

4

3.75

4

3

3

3

3

3.2

3

4

4

3

3.5

3

4

3.75

4

3

3

3

3

3.2

3

3

3

3

3

4

3

4

3.75

4

3

3

3

3

3.2

3

4

4

3

3.5

4

4

4

5

4.25

4

4

4

4

4

4.0

4

4

4

4

4

4.5

5

4

5

5

4.75

4

4

5

5

4

4.4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4.0

4

4

4

4

4

5

4.5

5

5

4

5

4.75

5

5

4

4

5

4.6

5

3

5

5

4.5

4

3

3.75

3

4

3

4

3.5

4

3

3

3

3

3.2

3

3

4

3

3.25

5

4

5

4.25

5

5

4

5

4.75

4

4

4

4

3

3.8

4

4

5

3

4

3

3

4

3

3.25

3

3

4

2

3

4

3

4

4

4

3.8

3

3

2

4

3

3.75

3

4

3

4

3.5

4

4

4

4

4

4

4

4

4

3

3.8

4

4

4

4

4

4

3.5

4

4

3

4

3.75

3

4

3

3

3.25

3

3

3

3

3

3.0

4

3

5

3

3.75

3

4

3.75

4

4

4

3

3.75

3

4

4

4

3.75

4

4

4

4

4

4.0

4

4

4

4

4

5

5

4.5

5

5

5

5

5

5

5

4

5

4.75

5

4

4

4

3

4.0

5

5

5

5

5

4

5

4

4.5

4

5

4

5

4.5

5

5

4

5

4.75

5

5

4

4

4

4.4

4

4

5

5

4.5

3

3

3

3

3

4

3

4

3.5

4

4

3

3

3.5

3

3

3

3

3

3.0

3

4

4

3

3.5

107

25

3

3

2

3

2.75

3

3

3

3

3

3

3

3

2

2.75

3

3

3

3

3

3.0

3

4

5

3

26

5

5

5

5

5

5

5

4

4

4.5

5

5

5

5

5

5

5

5

5

3

3.75

4.6

5

5

5

5

27

4

3

2

4

3.25

3

2

4

3

3

3

2

3

3

2.75

3

4

3

3

3

5

3.2

4

4

4

3

28

3

3

2

3

2.75

4

3

3

3

3.25

3

3

3

4

3.25

4

3

3

3

3

3.75

3.2

3

3

5

3

3.5

29

3

3

3

4

3.25

3

4

4

3

3.5

3

4

3

4

3.5

4

4

3

3

3

3.4

4

4

3

3

3.5

30

4

3

3

3

3.25

3

4

3

3

3.25

3

4

3

3

3.25

4

4

3

3

3

3.4

3

4

3

3

3.25

31

4

3

4

3

3.5

3

4

3

3

3.25

3

4

3

3

3.25

4

4

32

4

3

4

4

3.75

5

3

4

4

4

4

3

3

4

3.5

3

3

3

3

3

3.4

3

4

4

3

3.5

3

3

4

3.2

4

3

4

4

33

3

3

3

4

3.25

4

4

3

4

3.75

4

4

3

3

3.5

4

3.75

3

3

3

4

3.4

4

4

4

4

34

3

2

3

3

2.75

2

4

3

3

3

2

4

2

2

2.5

4

3

3

2

2

3

2.6

3

3

3

3

35

3

3

4

3

3.25

4

4

3

4

3.75

3

4

3

2

3

3

3

3

3

3

3

3.0

3

3

5

3

36

4

4

3

5

4

4

4

4

3

3.75

3

4

4

3.5

5

4

5

5

4

4

4

4.4

5

4

4

4

4.25

37

4

4

5

4

4.25

5

5

3

5

4.5

5

5

4

3

4.25

3

4

4

4

5

4.0

4

5

5

5

4.75

38

3

4

5

3

3.75

4

5

3

5

4.25

5

5

4

4

4.5

4

3

4

4

3

3.6

3

4

5

5

4.25

39

4

3

5

4

4

3

4

4

4

3.75

40

4

3

2

3

3

3

3

3

3

3

4

4

3

4

3.75

4

4

3

3

3

3.4

4

3

4

3

3.5

3

3

3

3

3

4

4

3

3

3

3.4

3

4

5

3

41

4

5

5

3

4.25

5

5

3

4

3.75

4.25

5

5

5

3

4.5

4

4

5

5

3

4.2

3

5

5

5

42

3

3

2

4

3

3

2

4

4.5

3

3

3

2

3

4

3

3

3

3

3

3

3.0

4

4

4

3

43

3

3

4

4

3.5

4

3

3.75

3

5

3.75

3

3

3

3

3

4

3

3

3

3

3.2

4

3

5

3

44

3

3

3

3

3

4

3.75

4

3

3

3.5

3

4

3

2

3

3

3

3

3

3

3.0

3

4

3

3

3.25

45

4

3

3

4

3.5

3

4

4

3

3.5

3

4

3

3

3.25

3

4

3

5

3

3.6

4

4

3

3

3.5

46

3

3

4

3

3.25

3

4

4

3

3.5

3

4

3

4

3.5

4

3

3

3

3

3.2

3

4

4

3

3.5

47

4

3

4

48

3

3

3

4

3.75

5

3

4

4

4

4

3

3

5

3.75

4

4

3

3

4

3.6

4

3

4

4

3.75

4

3.25

4

4

4

4

4

4

4

3

4

3.75

4

3

3

4

3

3.4

4

4

4

4

49

4

2

4

3

4

3.25

2

4

5

3

3.5

2

4

2

5

3.25

5

4

2

2

3

3.2

4

3

3

3

50

4

3.25

3

3

3

3.25

3

5

3

3

3.5

2

3

3

2

2.5

3

3

3

3

3

3.0

3

3

3

3

51

3

3

4

3

4

3.5

4

4

4

4

4

4

5

4

5

4.5

4

4

3

3

4

3.6

3

4

4

4

3.75

52

4

5

3

4

4

3

3

4

3

3.25

4

4

4

4

4

3

4

3

3

4

3.4

3

4

3

4

3.5

53

3

2

4

4

3.25

4

5

5

4

4.5

4

3

4

5

4

2

4

4

4

3

3.4

5

5

4

3

4.25

54

4

4

4

3

3.75

4

4

4

3

3.75

4

3

5

4

4

4

4

4

3

4

3.8

4

4

4

4

4

55

4

3

3

3

3.25

5

5

5

4

4.75

3

4

4

5

4

5

5

4

4

5

4.6

5

5

5

5

56

3

3

3

4

3.25

4

3

3

4

3.5

3

3

3

4

3.25

3

3

4

4

3

5

3.4

4

3

4

3

57

4

4

4

3

3.75

5

5

4

3

4.25

4

3

3

4

3.5

4

3

3

3

3

3.5

3.2

5

5

5

5

58

3

4

4

3

3.5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

4.0

4

4

4

4

4

59

3

4

3

4

3.5

4

4

4

3

3.75

4

4

4

4

4

4

4

3

3

4

3.6

4

4

4

4

4

60

3

4

3

4

3.5

3

3

3

3

3

3

3

2

4

3

4

4

3

3

3

3.4

3

3

3

3

3

61

4

4

4

4

4

3

3

3

3

3

4

3

2

3

3

3

3

62

4

4

5

4

4.25

3

4

4

4

3.75

4

3

4

4

3.75

3

3

3

3

3

3.0

3

3

3

3

3

4

4

4

3.6

3

3

4

4

63

4

4

3

3

3.5

3

4

3

3

3.25

4

4

4

4

4

4

3.5

3

4

4

3

3.6

3

3

3

3

64

5

5

4

4

4.5

4

4

4

4

4

4

4

3

4

3.75

3

5

4

4

4

4

4.2

3

4

4

4

65

3

3

4

3

3.25

4

4

3

5

4

5

4

3

4

3.75

4

4

3

5

5

3

4.0

3

3

4

3

66

4

4

3

3

3.5

3

4

3

3

3.25

4

3

3

3.25

4

3.5

4

3

3

3

4

3.4

4

4

3

4

3.75

67

3

3

3

3

3

3

4

4

4

3.75

4

4

4

3

3.75

4

4

4

3

3

3.6

4

3

4

3

3.5

68

4

4

3

4

3.75

3

3

4

3

3.25

3

4

3

3

3.25

4

3

3

4

4

3.6

4

4

4

4

4

69

4

3

4

4

3.75

4

5

4

4

4.25

70

4

4

4

4

4

4

4

4

4

4

4

3

4

3

3.5

5

3

4

3

4

3.8

4

3

4

4

3.75

5

4

3

4

4

4

3

3

3

3

3.2

4

4

4

4

71

5

4

5

5

4.75

4

4

4

3

4

3.75

4

5

4

4

4.25

4

5

4

4

3

4.0

4

3

4

4

72

4

5

4

3

4

4

4

4

3.75

5

4.25

5

4

4

4

4.25

4

4

4

3

4

3.8

3

4

4

4

73

3

3

3

4

3.25

3

3

3.75

3

4

3.25

5

4

4

4

4.25

5

3

5

4

4

4.2

3

3

3

4

74

3

3

3

3

3

4

3.25

4

4

3

3.75

3

3

3

3

3

4

3

3

3

3

3.2

3

3

3

4

3.25

75

5

5

5

4

4.75

3

3

3

3

3

3

3

3

2

2.75

1

3

3

3

4

2.8

3

3

4

4

3.5

76

4

4

3

3

3.5

4

4

4

5

4.25

5

5

2

5

4.25

3

4

5

3

3

3.6

3

4

4

4

3.75

77

3

3

4

78

4

4

3

4

3.5

4

4

4

4

4

3

3

4

3

3.25

5

3

4

3

3

3.6

3

3

4

4

3.5

4

3.75

4

4

4

3

3.75

3

5

3

5

4

5

3

3

3

4

3.6

4

3

4

4

79

3

4

3.75

3

5

3.75

3

4

4

4

3.75

4

4

3

4

3.75

4

4

3

3

3

3.4

5

3

3

3

80

3

3.5

4

3

3

3.25

4

3

3

3

3.25

3

3

5

3

3.5

4

4

4

3

3

3.6

4

4

3

3

81

3.5

4

3

5

3

3.75

4

4

3

3

3.5

4

4

4

4

4

4

4

4

3

3

3.6

2

2

3

3

2.5

82

4

3

4

5

4

3

4

3

4

3.5

5

4

4

4

4.25

5

4

4

4

4

4.2

3

4

4

4

3.75

83

3

3

3

4

3.25

4

4

4

4

4

4

5

4

5

4.5

5

4

3

4

4

4.0

4

3

4

4

3.75

84

3

3

4

3

3.25

3

5

4

3

3.75

3

4

4

3

3.5

4

3

3

3

3

3.2

3

4

4

4

3.75

85

5

5

4

4

4.5

4

4

4

3

3.75

3

5

4

4

4

4

3

3

3

3

86

4

4

5

4

4.25

3

4

4

5

4

5

4

4

4

4.25

4

4

4

4

4

87

3

3

4

4

3.5

3

4

3

4

3.5

3

4

4

4

3.75

4

3

4

5

4

88

4

4

3

3

3.5

4

4

3

3

3.5

3

3

3

2

2.75

2

3

3

3

3

89

3

4

3

3

3.25

3

3

3

4

3.25

4

4

3

2

3.25

2

3

3

3

90

3

4

5

3

3.75

3

3

3

3

3

3

3

2

3

2.75

3

3

4

91

4

3

3

3

3.25

4

3

3

3

3.25

4

3

3

3

3.25

2

2

92

4

3

4

5

4

4

5

4

4

4.25

5

4

4

4

4.25

5

3

93

3

3

4

4

3.5

4

5

3

4

4

4

5

5

5

4.75

5

94

4

4

3

3

3.5

4

3

4

3

3.5

3

4

5

5

4.25

95

3

3

3

4

3.25

4

3

3

3

3.25

4

3

3

2

96

4

4

5

4

4.25

4

4

3

3

3.5

4

5

5

97

4

3

4

4

3.75

4

4

3

4

3.75

4

3

98

4

4

3

3

3.5

4

4

3

4

3.75

3

99

3

3

3

3

3

3

4

4

4

3.75

100

5

3

5

3

4

3

2

4

3

3

TTL

365

355

368

365

363.25

365

369.25

364

388

360

3.2

4

4

4

4

4

4.0

4

4

4

4

4

4.0

3

3

4

4

3.5

2.8

3

2

3

3

2.75

3

2.8

4

3

3

3

3.25

3

3

3.2

3

3

3

3

3

4

3

2

2.6

2

3

3

2

2.5

3

3

5

3.8

4

3

4

5

4

4

3

3

4

3.8

4

4

4

4

4

5

4

3

3

3

3.6

4

4

5

3

4

3

3

3

4

3

3

3.2

3

3

3

3

3

5

4.75

5

3

3

3

3

3.4

3

2

3

3

2.75

5

3

3.75

4

3

4

4

3

3.6

3

4

3

3

3.25

3

4

2

3

4

4

3

3

3

3.4

3

2

1

3

2.25

4

4

4

4

4

4

4

4

3

4

3.8

2

2

2

4

2.5

3

4

4

4

3.75

4

4

4

3

4

3.8

2

2

2

4

2.5

385

356

352

343

342

355.6

374

383

355

372

371

356

358

377

362

363.25

Lampiran 8 Tabulasi Kepuasan Nasabah (100 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

p1 4 4 4 4 3 3 4 4 4 3 4 4 4 4 5 4 4 3 4 5 4 5 5 3 3 5 3 3 4 3 4

p2 4 3 4 3 4 4 3 4 3 3 3 4 4 4 5 3 4 3 4 4 4 5 4 3 3 5 4 3 4 3 3

p3 4 4 4 4 3 3 3 4 4 4 4 4 4 4 5 3 5 3 4 4 4 5 5 3 3 4 3 3 4 3 4

p4 4 3 4 3 4 4 3 4 3 3 3 4 4 4 5 3 4 3 4 4 3 5 4 3 3 3 4 3 4 3 3

p5 3 3 4 4 4 4 3 4 3 3 3 4 4 4 5 3 4 3 4 3 4 4 5 3 3 5 4 3 4 4 4

p6 3 3 4 4 4 5 3 4 3 3 3 4 4 4 5 3 4 3 4 3 4 4 5 3 3 5 4 3 4 4 4

p7 5 3 4 4 4 5 3 4 3 3 3 4 4 4 5 3 4 3 4 3 4 4 5 3 3 5 4 3 4 4 4

p8 3 3 4 4 4 4 3 4 3 3 3 4 4 4 5 3 4 3 4 3 4 4 5 3 3 5 4 3 4 4 4

p9 4 3 4 4 5 4 3 4 3 2 3 4 5 4 4 3 4 4 4 3 4 5 4 3 3 5 3 3 3 3 3

p10 4 3 5 4 5 3 5 4 4 3 3 4 3 5 4 3 3 3 3 4 4 4 3 4 3 3 5 4 4 3 4

p11 4 3 5 4 5 4 2 4 1 3 3 4 5 4 5 2 3 4 4 3 5 5 4 3 3 5 3 3 3 4 2

p12 3 3 4 3 4 4 3 3 4 4 3 5 4 4 4 4 5 4 3 3 5 5 4 4 3 4 3 3 3 4 4

p13 4 3 3 2 4 3 3 4 5 3 2 4 4 4 5 3 4 2 5 4 3 5 5 3 2 4 3 4 4 3 3

p14 3 3 4 4 3 3 4 5 4 3 2 4 5 4 5 4 5 3 4 5 4 5 5 1 3 5 3 3 4 3 2

p15 4 3 5 2 4 3 3 4 5 2 4 3 5 4 5 4 4 3 3 4 5 4 5 3 3 4 3 4 4 3 4

p16 4 3 4 4 4 4 3 4 3 3 3 4 5 4 4 3 4 4 4 3 4 4 4 3 3 5 3 3 4 4 2

p17 2 3 5 4 2 4 5 2 4 3 4 3 2 2 3 3 4 2 4 3 4 3 2 5 3 1 4 3 3 4 2

p18 3 5 2 5 4 2 5 3 5 4 4 3 5 3 2 3 2 5 3 5 3 3 3 5 5 2 3 5 1 5 3

p19 3 4 5 4 5 4 3 4 4 2 3 4 5 4 3 3 4 3 5 5 4 5 3 3 3 5 4 3 4 3 2

p20 3 3 4 4 4 4 3 4 3 3 3 4 4 4 5 3 4 3 4 3 4 4 5 3 3 5 4 3 4 4 4

p21 4 3 4 3 4 4 3 4 3 3 3 4 4 4 5 3 4 3 4 4 4 5 4 3 3 5 4 3 4 3 3

TOTAL

75 68 86 77 83 78 70 81 74 63 66 82 88 82 94 66 83 67 82 78 84 93 89 67 64 90 75 68 77 74 68

32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

79 80 67 69 97 81 67 77 66 75 77 79 68 78 68 79 67 77 63 82 73 88 77 81 77 77 80 75 74 73 84 79 85 82 65 78

68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 TOTAL

3 4 4 4 5 5 3 3 4 3 3 4 3 4 4 4 3 3 4 3 3 4 3 4 4 4 3 4 3 5 3 5 3 378

3 4 3 4 4 5 3 3 5 4 3 4 4 4 3 3 3 3 5 4 3 4 4 4 3 3 3 4 3 4 3 4 3 364

3 4 4 3 5 4 3 3 5 4 3 4 3 4 5 4 2 3 5 4 3 4 3 4 5 4 2 4 4 4 3 4 2 373

4 4 3 4 3 4 3 4 3 4 4 3 3 3 5 4 3 3 4 4 3 3 3 3 3 4 3 4 4 3 3 3 3 352

3 4 4 4 4 4 4 4 3 5 4 4 3 4 4 4 4 4 4 4 4 3 3 2 5 4 4 3 5 4 4 4 4 378

4 4 3 4 3 4 5 4 3 4 5 4 4 4 4 5 5 4 4 4 3 3 3 3 5 4 5 3 4 3 4 4 4 381

4 4 3 4 5 5 3 3 5 3 3 3 3 3 4 4 3 3 4 5 2 3 3 4 3 3 3 3 4 4 3 2 3 358

4 3 3 4 5 4 3 3 4 4 3 4 3 3 4 3 3 3 4 3 3 4 3 3 4 3 3 4 4 3 4 5 4 359

4 4 3 4 4 3 4 4 3 4 4 4 4 3 4 4 4 4 4 4 2 3 3 3 4 4 4 3 4 3 4 3 4 354

4 4 4 4 3 4 3 4 3 4 4 3 2 3 4 4 3 5 4 4 2 3 3 2 4 4 2 3 4 3 2 2 2 358

4 3 4 3 5 4 5 4 5 4 5 5 4 5 4 5 4 5 5 5 4 2 4 2 4 5 2 4 4 5 3 4 1 386

4 4 3 4 4 4 3 3 5 4 3 5 3 4 5 5 4 3 4 4 3 2 3 5 5 5 3 5 3 3 2 1 3 371

2 2 3 4 1 4 5 3 4 3 4 4 2 3 4 5 4 4 3 4 3 3 4 3 3 4 5 5 5 5 4 3 2 353

3 4 3 4 4 5 3 5 5 4 3 4 4 4 3 3 3 3 5 4 3 4 4 4 3 3 3 4 3 4 3 4 3 372

5 3 4 3 4 3 2 3 4 5 4 3 4 1 4 3 5 4 5 3 2 3 2 2 3 5 3 3 2 4 1 2 2 358

3 4 3 4 2 4 3 3 2 4 3 4 5 4 4 5 3 4 4 4 3 3 2 3 4 5 5 3 5 5 4 3 4 361

4 3 2 4 5 4 5 3 4 2 3 3 4 5 4 3 5 3 4 2 5 4 3 4 3 2 3 4 3 2 3 5 5 331

3 4 3 3 5 5 4 3 5 3 2 2 3 3 4 4 2 3 3 5 5 4 3 5 3 2 3 2 3 2 5 2 2 352

4 3 3 4 2 4 4 3 4 3 3 3 4 2 4 3 3 3 4 5 2 4 3 4 3 3 3 4 4 4 3 3 3 359

3 4 4 4 5 4 3 3 5 4 3 4 3 3 4 4 3 3 5 4 3 4 3 3 4 4 3 4 3 4 4 4 3 364

4 4 4 5 3 4 3 4 3 4 4 5 3 3 5 4 3 4 4 4 3 3 3 3 5 4 3 4 4 4 3 3 3 365

75 77 70 81 81 87 74 72 84 79 73 79 71 72 86 83 72 74 88 83 64 70 65 70 80 79 68 77 78 78 68 70 63 7627

Lampiran 9 Nilai Rata-Rata X1,X2,X3,X4,X5, dan Y 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

X1 3.75 3.25 3.75 3.75 4.00 4.00 3.00 4.00 3.50 3.25 3.25 4.25 4.25 4.00 4.75 3.25 4.00 3.25 3.75 3.50 3.75 4.50 4.50 3.00 2.75 5.00 3.25 2.75 3.25 3.25 3.50 3.75 3.25 2.75 3.25 4.00 4.25 3.75 4.00 3.00 4.25 3.00

X2 3.75 3.25 3.75 3.75 3.50 3.00 3.25 4.00 3.75 3.50 3.75 3.75 4.50 4.00 4.50 3.75 4.25 3.25 3.50 3.75 3.75 5.00 4.50 3.50 3.00 4.50 3.00 3.25 3.50 3.25 3.25 4.00 3.75 3.00 3.75 3.75 4.50 4.25 3.75 3.00 4.25 3.00

X3 3.75 3.75 3.75 4.00 3.50 3.50 3.50 4.00 3.75 3.75 3.75 4.25 4.75 4.00 4.75 3.50 4.75 3.00 4.00 3.25 3.75 4.75 4.75 3.50 2.75 5.00 2.75 3.25 3.50 3.25 3.25 3.50 3.50 2.50 3.00 4.00 4.25 4.50 3.75 3.00 4.50 3.00

X4 3.40 3.20 3.80 3.80 4.00 4.00 3.00 4.00 3.20 3.20 3.20 4.00 4.40 4.00 4.60 3.20 3.80 3.80 3.80 3.00 4.00 4.00 4.40 3.00 3.00 4.60 3.20 3.20 3.40 3.40 3.40 3.20 3.40 2.60 3.00 4.40 4.00 3.60 3.40 3.40 4.20 3.00

X5 3.75 3.50 4.00 2.75 3.75 3.75 3.00 4.00 3.50 3.00 3.50 4.00 4.00 4.00 4.50 3.25 4.00 3.00 4.00 3.75 4.00 5.00 4.50 3.50 3.75 5.00 3.75 3.50 3.50 3.25 3.50 3.75 4.00 3.00 3.50 4.25 4.75 4.25 3.50 3.75 4.50 3.75

Y 75.00 68.00 86.00 77.00 83.00 78.00 70.00 81.00 74.00 63.00 66.00 82.00 88.00 82.00 94.00 66.00 83.00 67.00 82.00 78.00 84.00 93.00 89.00 67.00 64.00 90.00 75.00 68.00 77.00 74.00 68.00 79.00 80.00 67.00 69.00 97.00 81.00 67.00 77.00 66.00 75.00 77.00

43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88

3.50 3.00 3.50 3.25 3.75 3.25 3.25 3.25 3.50 4.00 3.25 3.75 3.25 3.25 3.75 3.50 3.50 3.50 4.00 4.25 3.50 4.50 3.25 3.50 3.00 3.75 3.75 4.00 4.75 4.00 3.25 3.00 4.75 3.50 3.50 3.75 3.75 3.25 3.75 4.00 3.25 3.25 4.50 4.25 3.50 3.50

3.75 3.50 3.50 3.50 4.00 4.00 3.50 3.50 4.00 3.25 4.50 3.75 4.75 3.50 4.25 4.00 3.75 3.00 3.00 3.75 3.25 4.00 4.00 3.25 3.75 3.25 4.25 4.00 3.75 4.25 3.25 3.75 3.00 4.25 4.00 3.75 3.75 3.25 3.50 3.50 4.00 3.75 3.75 4.00 3.50 3.50

3.00 3.00 3.25 3.50 3.75 3.75 3.25 2.50 4.50 4.00 4.00 4.00 4.00 3.25 3.50 4.00 4.00 3.00 3.00 3.75 4.00 3.75 4.00 3.50 3.75 3.25 3.50 4.00 4.25 4.25 4.25 3.00 2.75 4.25 3.25 4.00 3.75 3.50 4.00 4.25 4.50 3.50 4.00 4.25 3.75 2.75

3.20 3.00 3.60 3.20 3.60 3.40 3.20 3.00 3.60 3.40 3.40 3.80 4.60 3.40 3.20 4.00 3.60 3.40 3.00 3.60 3.60 4.20 4.00 3.40 3.60 3.60 3.80 3.20 4.00 3.80 4.20 3.20 2.80 3.60 3.60 3.60 3.40 3.60 3.60 4.20 4.00 3.20 3.20 4.00 4.00 2.80

3.75 3.25 3.50 3.50 3.75 4.00 3.25 3.00 3.75 3.50 4.25 4.00 5.00 3.50 5.00 4.00 4.00 3.00 3.00 3.50 3.00 3.75 3.25 3.75 3.50 4.00 3.75 4.00 3.75 3.75 3.25 3.25 3.50 3.75 3.50 3.75 3.50 3.50 2.50 3.75 3.75 3.75 4.00 4.00 3.50 2.75

79.00 68.00 78.00 68.00 79.00 67.00 77.00 63.00 82.00 73.00 88.00 77.00 81.00 77.00 77.00 80.00 75.00 74.00 73.00 84.00 79.00 85.00 82.00 65.00 78.00 75.00 77.00 70.00 81.00 81.00 87.00 74.00 72.00 84.00 79.00 73.00 79.00 71.00 72.00 86.00 83.00 72.00 74.00 88.00 83.00 64.00

89 90 91 92 93 94 95 96 97 98 99 100

3.25 3.75 3.25 4.00 3.50 3.50 3.25 4.25 3.75 3.50 3.00 4.00

3.25 3.00 3.25 4.25 4.00 3.50 3.25 3.50 3.75 3.75 3.75 3.00

3.25 2.75 3.25 4.25 4.75 4.25 3.00 4.75 3.75 3.00 4.00 3.75

2.80 3.20 2.60 3.80 3.80 3.60 3.20 3.40 3.60 3.40 3.80 3.80

3.25 3.00 2.50 4.00 4.00 4.00 3.00 2.75 3.25 2.25 2.50 2.50

70.00 65.00 70.00 80.00 79.00 68.00 77.00 78.00 78.00 68.00 70.00 63.00

Lampiran 10 Hasil Uji Regression Variables Enter ed/Re movebd Model 1

Variables Entered x5, x 1, a x 4, x2, x 3

Variables Remov ed .

Method Enter

a. All requested variables entered. b. Dependent Variable: y Model Sum m ary Model 1

R .762 a

R Square .580

Adjusted R Square .558

Std. Error of the Estimate 5.01322

a. Predictors: (Constant), x5, x1, x 4, x 2, x3

ANOVAb Model 1

Regression Residual Total

Sum of Squares 3265.264 2362.446 5627.710

df 5 94 99

Mean Square 653.053 25.132

F 25.984

Sig. .000 a

a. Predictors: (Constant), x5, x1, x4, x 2, x 3 b. Dependent Variable: y

Coe fficientsa

Model 1

(Cons tant) x1 x2 x3 x4 x5

Unstandardiz ed Coef f icients B Std. Error 22.318 5.053 2.496 1.308 2.695 1.766 -.050 1.484 7.945 1.714 1.891 1.243

a. Dependent Variable: y

Standardized Coef f icients Beta .159 .159 -.004 .468 .138

t 4.417 1.909 1.526 -.034 4.637 1.522

Sig. .000 .059 .130 .973 .000 .131