Embed Size (px)
Citation preview
i
INFLUENCE OF SERVICE QUALITY, SALES PROMOTION
AND CUSTOMER SATISFACTION TOWARD CUSTOMER
LOYALTY
(Study Case on Carrefour Lebak Bulus)
Undergraduate Thesis
Submitted to Faculty of Economics and Business in Partial Requirements for
Acquiring the Bachelor degree of Economics
By:
DITA NAHLATI
1112081100004
MANAGEMENT DEPARTMENT
INTERNATIONAL PROGRAM
FACULTY OF ECONOMIC AND BUSINESS
SYARIF HIDAYATULLAH STATE ISLAMIC UNIVERSITY
JAKARTA
1437 H/2016
ii
iii
iv
v
vi
ABSTRACT
The purpose of this study was to analyze the influence of service quality,
sales promotion and customer satisfaction toward customer loyalty on Carrefour
Lebak Bulus. This type of research is quantitative. The data source of this
research is primary data derived from sample of the customers who shopped at
Carrefour Lebak Bulus. The data collection is done by distributing questionnaires
to 100 respondents. The selected sampling was purposive sampling technique.
The analytical method used in this research is multiple linear regression analysis.
The results showed that: (1) service quality significantly influencing customer
loyalty on Carrefour Lebak Bulus (2) sales promotion significantly influences
customer loyalty on Carrefour Lebak Bulus, (3) customer satisfaction influences
customer loyalty on Carrefour Lebak Bulus, and (4) service quality, sales
promotion and customer satisfaction significantly influence consumers loyalty on
Carrefour Lebak Bulus.
Keywords: Service Quality, Sales Promotion, Customer Satisfaction, Customer
Loyalty
vii
ABSTRAK
Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas
pelayanan, promosi penjualan dan kepuasan pelanggan terhadap loyalitas
pelanggan pada Carrefour Lebak Bulus. Jenis penelitian ini adalah kuantitatif.
Sumber data penelitian ini merupakan data primer yang berasal dari sampel yaitu
pelanggan yang berbelanja di Carrefour Lebak Bulus. Pengumpulan data
dilakukan dengan menyebarkan kuesioner kepada 100 responden. Pengambilan
sampel yang dipilih adalah teknik purposive sampling. Metode analisis yang
digunakan dalam penelitian ini adalah analisis regresi linier berganda. Hasil
penelitian menunjukan bahwa: (1) kualitas layanan berpengaruh signifikan
terhadap loyalitas pelanggan pada Carrefour Lebak Bulus, (2) promosi penjualan
berpengaruh secara signifikan terhadap loyalitas pelanggan pada Carrefour Lebak
Bulus, (3) kepuasan pelanggan mempengaruhi loyalitas pelanggan pada Carrefour
Lebak Bulus, dan (4) kualitas layanan, promosi penjualan dan kepuasan
pelanggan berpengaruh signifikan terhadap loyalitas konsumen pada Carrefour
Lebak Bulus.
Kata Kunci: Kualitas Layanan, Promosi Penjualan, Kepuasan Pelanggan,
Loyalitas Pelanggan
viii
FOREWORD
First and Foremost praise is to ALLAH, the Almighty, the greatest of all, on
whom ultimately we depend for sustenance and guidance. I would like to thank
Almighty Allah for giving me opportunity, determination and strength to do my
research. His continuous grace and mercy was with me throughout my life and
ever more during the tenure of my research. I would like to thank and express my
deep and sincere gratitude to the people who have helped me in the preparation of a
thesis:
1. I would especially like to thank my amazing family for the love, support,
and constant encouragement I have gotten over the years. In particular, I
would like to thank my Mama, Papa, Uni Nabila and Zahra. I undoubtedly
could not have done this without you all, I always Love you all!!
2. Mr. Dr. M. Arief Mufraini, Lc., MSi as Dean of the Faculty of Economics
and Business of UIN Syarif Hidayatullah Jakarta.
3. MS Dr. Ir. Muniaty Aisyah, MM as my supervisor, thank you so much for
your recommendation, advice and knowledge during guided to finish my
thesis.
4. All the lecturers and employees of the faculty of the faculty of economics
and business of UIN Syarif Hidayatullah over all the outpouring of
knowledge, assistance and services.
5. To my best friends Diah Siti Utami and Rama Febriyanti thank you for
listening, offering me advice, and supporting me through this entire
process. Thank you girls for being with me in ups and downs of life
during last 4 years. I will never ever forget every time with you both. You
are amazing girls!! A special thanks to my best partner Ridhoanta Lubis,
you were fundamental in supporting me during these stressful and difficult
moments. For your motivation, patience, encouragement, and for your
love during these years.
6. To Tomi and Uda thanks for helping me to complete this thesis, thanks
ix
for recommendation, time, and teach me. Success for all of you guys.
7. To my classmate in International Management and Accounting 2012, Priyo,
Azka, Radit, Fajar, Akang, Eja, Eva, Nadila, Syafiq and Faiz I have miss
the moment we spent together and all the memories ever undertaken when
it became a class mate.
8. Finally, the author expect for any critics and suggestion that could
improve the content of this thesis, the author hopes to that the thought
provoking contributions can give benefit to the reader , hopefully this thesis
could be worthwhile for all of us. Amin
Jakarta, September 7th 2016
Dita Nahlati
x
LIST OF CONTAINS
CERTIFICATION OF THESIS SHEET .......................................................... ii
CERTIFICATION OF COMPREHENSIVE EXAM SHEET ........................ iii
CERTIFICATION OF THESIS EXAM SHEET.............................................. iv
STATEMENT OF AUTHENTICITY SCIENTIFIC WORK .......................... v
CURICULUM VITAE ......................................................................................... vi
ABSTRACT ......................................................................................................... vii
ABSTRACT ......................................................................................................... viii
FOREWORD ....................................................................................................... ix
LIST OF CONTENT ........................................................................................... xi
LIST OF TABLE ................................................................................................ xv
LIST OF FIGURE ............................................................................................ xix
LIST OF ATTACHMENT ................................................................................. xx
CHAPTER I INTRODUCTION ........................................................................ 1
A. Background .................................................................................. 1
B. Research Problem ...................................................................... 10
C. Research Objective .................................................................... 10
D. Research Advantages ................................................................. 11
CHAPTER II LITERTURE REVIEW ............................................................ 12
A. Service ......................................................................................... 12
1. Definition of Service .......................................................... 12
B. Service Quality ............................................................................ 13
1. Definition of Service Quality ............................................... 13
2. Measurement of Service Quality .......................................... 15
C. Sales Promotion ........................................................................ 17
xi
1. Definition of Sales Promotion ................................................ 17
2. Measurement of Sales Promotion ........................................... 18
D. Customer Satisfaction ................................................................ 23
1. Definition of Customer Satisfaction ...................................... 23
2. Measurement of Customer Satisfaction ................................ 24
E. Customer Loyalty……………...........……………… ………….28
1. Definition of Customer Loyalty .............................................. 28
2. Measurement of Customer Loyalty ........................................ 29
F. Preview Research ........................................................................ 30
G. Theoretical Framework ............................................................... 35
H. Hypothesis .................................................................................. 36
CHAPTER III RESEARCH METHODOLOGY ............................................. 37
A. Scope of Research ..................................................................... 37
B. Determination Sample Method .................................................. 37
1. Population ................................................................................ 37
2. Sample ..................................................................................... 38
C. Data Collection Technique ........................................................ 39
1. Primary Data ............................................................................ 39
2. Secondary Data ........................................................................ 42
D. Method of Data Analysis .............................................................. 43
1. Validity Test ............................................................................ 43
2. Reliability Test ........................................................................ 44
xii
E. Classic Assumption Test .............................................................. 44
1. Normality Test ........................................................................ 44
2. Multicollinearity Test ............................................................. 46
3. Heteroskedasticity Test ........................................................... 48
F. Hypothesis Test ......................................................................... 49
1. t-Test ........................................................................................ 49
2. f-Test ....................................................................................... 50
G. Multiple Linier Regression ........................................................ 51
1. Similarity Multiple Linier Regression .................................... 51
2. Coefficient of Determination (R2) .......................................... 51
H. Variable Operational Research .................................................. 53
CHAPTER IV RESULT AND ANALYSIS ....................................................... 57
A. General Overview Research Objective ..................................... 57
1. History of Carrefour ................................................................ 57
2. Vision and Mission .................................................................. 58
3. Commitment of Carrefour ...................................................... 60
4. Carrefour Shopping Card ....................................................... 63
5. Organization Structure Carrefour ........................................... 63
B. Discussion of Results Questionnaire ......................................... 68
1. Validity and Reliability Test Result ....................................... 68
2. Descriptive Respondents ........................................................ 72
a. Respondents by Gender .................................................... 72
xiii
b. Respondents by Age ......................................................... 73
c. Respondents by Education ............................................... 74
d. Respondents by Income ................................................... 75
C. Descriptive Analysis .................................................................. 75
1. Descriptive Service Quality (X1) ............................................ 76
2. Descriptive Sales Promotion (X2) ........................................... 86
3. Descriptive Customer Satisfaction (X3) .................................. 92
4. Descriptive Customer Loyalty (Y) .......................................... 98
D. Classical Assumption Test Results .......................................... 102
1. Data Normality Test Results ................................................. 102
2. Test Results Multicollinearity ............................................... 105
3. Test Results Heteroskedasticity ............................................ 106
E. Hypothesis Test Results ........................................................... 108
1. Partial Test Result Significant (t test) .................................... 108
2. Simultaneous Test Result Significant (F test) ....................... 111
F. Result of Multiple Linear Regression Analysis ....................... 112
G. Test Results the Coefficient of Determination (Adjusted R2) ...... .
................................................................................................. 113
CHAPTER V CONCLUSION AND IMPLICATION ................................... 115
A. Conclusion .................................................................................. 115
B. Implication ................................................................................... 115
REFERENCES ................................................................................................... 118
xiv
LIST OF TABLE
Table 1.1 Credit Card Shopping in Cooperation with Hypermarket 2015 .............. 5
Table 2.1 Preview Research ................................................................................... 31
Table 3.1 Likert Scale ............................................................................................ 42
Table 3.2 Operational Variable .............................................................................. 54
Table 4.1 Try Out Validity Test Result .................................................................. 70
Table 4.2 Try Out Reliability Test Result .............................................................. 71
Table 4.3 Respondents by Gender ......................................................................... 72
Table 4.4 Respondents by Age .............................................................................. 73
Table 4.5 Respondents by Education ..................................................................... 74
Table 4.6 Respondents Income per Month ............................................................ 75
Table 4.7 Carrefour Physical Appearance is Good ................................................ 76
Table 4.8 The Equipment Provided in Carrefour is Complete Enough (Such as
Shopping Bags, Trolley) ........................................................................ 77
Table 4.9 Employees In Carrefour Dressed Well .................................................. 78
Table 4.10 Carrefour Employees are Able to Communicate Information Well .... 78
xv
Table 4.11 Carrefour to Provide Services According to the Promised .................. 79
Table 4.12 Carrefour Employees Willing to Help Customers Well ...................... 80
Table 4.13 Carrefour Employees Assist Customers Well ...................................... 80
Table 4.14 Carrefour Service is Trustworthy ......................................................... 81
Table 4.15 Employees in Carrefour Serve with Honest ......................................... 82
Table 4.16 Shopping in Carrefour is Safe (From Pickpocketing) .......................... 82
Table 4.17 Carrefour Employees Serve with Competent ....................................... 83
Table 4.18 Carrefour Employees are Polite ........................................................... 84
Table 4.19 Carrefour Lebak Bulus Easy to Access................................................ 85
Table 4.20 Carrefour Employees are Able to Communicate Well ........................ 85
Table 4.21 Carrefour is Able to Understand Customer Needs............................... 86
Table 4.22 Product Samples were Distributed in Carrefour Attract Consumers ... 87
Table 4.23 Coupon or Stamp that Consumers Collect for Getting Discount is
Attracted Enough to Consumer ........................................................... 88
Table 4.24 The Discounts that Carrefour Gave is Attracted the Consumer ........... 88
Table 4.25 Gift or Buy One Get One Program Carrefour is Interesting ................ 89
Table 4.26 Product Discounts on Display in Carrefour is Interesting ................... 90
xvi
Table 4.27 Midnight Sale Program and Promo End-month is Interesting ............. 90
Table 4.28 Carrefour CSR Programs that Give Discount to SMEs Product is
Interesting ............................................................................................ 91
Table 4.29 Discount 10% with Credit Card Mega Bank Profitable ....................... 92
Table 4.30 I Feel Satisfied with the Products that Carrefour Offered ................... 93
Table 4.31 I Feel Satisfied with the Benefits Provided in Carrefour while
Shopping ............................................................................................. 94
Table 4.32 I Feel Satisfied that Carrefour Products are Suitable with the Price .... 95
Table 4.33 Product that I Bought Meet My Expectation ....................................... 96
Table 4.34 The Product Quality that Carrefour Offers is in Appropriate as I
Expected .............................................................................................. 97
Table 4.35 I Feel Satisfied with the Services that Carrefour Provide ................... 98
Table 4.36 I Am Willing to Shop More Products in Carrefour ............................. 99
Table 4.37 I Am Willing to Tell Positive Things About Carrefour to Friends or
Collage .............................................................................................. 100
Table 4.38 I Am Willing to Recommend to Others to Shop at Carrefour ........... 101
Table 4.39 I Feel Satisfied with the Services Carrefour Provide ......................... 102
Table 4.40 Normality Test Results In Statistic .................................................... 104
xvii
Table 4.41 Test Multicollinearity ......................................................................... 106
Table 4.42 Partial Test Result Significance (t test) .............................................. 108
Table 4.43 Simultaneous Test Result Significance (F test) ................................. 111
Table 4.44 Result Multiple Linear Regression Analysis ..................................... 112
Table 4.45 Test Result Coefficient of Determination (Adjusted R2) ................... 113
xviii
LIST OF FIGURE
Figure 2.1 Promotional Techniques for Customers ............................................... 21
Figure 2.2 Conceptual Thinking ............................................................................ 35
Figure 4.1 Logo Carrefour ..................................................................................... 59
Figure 4.2 Normality Test Results in Graph ........................................................ 104
Figure 4.3 Heteroskedasticity Test Results in Graph ........................................... 107
xix
LIST OF ATTACHMENT
Attachment 1 Research Questioner ...................................................................... 121
Attachment 2 Table Respondent Answer ............................................................. 135
Attachment 3 SPSS Data Quality Test Results .................................................... 150
Attachment 4 Results SPSS Classical Assumption Test ...................................... 159
Attachment 5 Results SPSS Hypothesis Test....................................................... 162
Attachment 6 Results SPSS Multiple Linear Regression Analysis ..................... 163
Attachment 7 SPSS Test Results the Coefficient of Determination (Adjusted R2) ...
.............................................................................................................................. 164
1
CHAPTER I
INTRODUCTION
A. Background
There is a lot of shopping center that offer all of our everyday
goods and needs. Almost every city in Indonesia has their own shopping
center with a variety of shapes and types, such as malls, hypermarkets,
supermarkets or minimarket is easy to find in every corner of the city. The
growth of the modern retail market continues to spread all across our
nation, in the form of hypermarket, and other modern-market.
This causes a stronger competition between those retail companies
and for each of them a really strong capital owner in order to excel when
entering that competitive market. Even, Data Industry Minimarket,
Supermarket, Hypermarket in Indonesia showing competition, expansion
and growth of modern retail industry in Indonesia that covers minimarket,
supermarket, convenience store, hypermarket, and modern trade in
Indonesia since 2012-2015.
Not surprisingly, consumer spending in Indonesia grew at an
average per year of 11.8% for the period 2012-2015. In 2015, consumer
spending on food is estimated at Rp 1.930 trillion, while the food product
out of Rp 4,369 trillion (duniaindustri.com 2015).
According to Kotler and Armstrong (2014:396) retailing includes
all the activities involved in selling goods or services to the final
2
customers for personal, non-business use. Retail consists of seven types:
specialty stores, department stores, supermarkets, convenience stores,
discount stores, off-price retailers, and superstores. To respond to
consumer demands, a number of companies to grow and multiply, causing
the competition, both in terms of price, quality of service and facilities as
well as other factors.
Carrefour is one of the places to shop that can provide high
comfort and supported by professional services. Carrefour is a French
multinational retail company that has stands more than 50 years. In
Indonesia, Carrefour's first business steps starting with a store at the
Cempaka Putih. Established on October 14, 1998, Carrefour introduced
the concept of hypermarkets and provide a new shopping alternative for
customers in Indonesia. Carrefour offers the concept of One Stop
Shopping that offers a diverse selection of products, low prices, and also
provides the best services that exceed customer expectations. Carrefour
Lebak Bulus to be one of the main outlets for the producer benefits
Carrefour Indonesia. Nowadays, due to changes in the retail business
environment in Indonesia made part of the national company Carrefour
Indonesia under management CT Corp PT Trans Retail Indonesia.
(www.carrefour.co.id)
PT Carrefour Indonesia experienced a sales decline of 2.93% in the
second quarter of 2011 to 265 million euros, or Rp3.25 trillion, from the
previous 273 million euros, equivalent to Rp3.35 trillion in the first quarter
3
of 2010. Sales of Carrefour Indonesia in the first half of 2011 was
continued to grow, helped by sales in the first quarter rose 12,23% to 266
million euros from 237 million euros previously. Financial report first half
of 2011 Carrefour Group is listed on the French stock exchange said sales
of Carrefour Indonesia until June 30, 2011 amounted to 531 million euro,
4,11% higher than the same period in 2010 amounted to 510 million euros
(ipodnews.com 2011).
Many modern market competitors are present in Indonesia led to
the emergence of competitive conditions between an increasingly
competitive retail. These conditions require Carrefour to develop effective
and creative strategies such as in terms of sales promotions in order to
increase revenue. The Company promotes its products so that consumers
recognize and know these products. In this research, sales promotion as an
independent variable (X2).
Promotion is a vital tool that helps the marketer to achievement
their sales target and increase the company‘s profit Alvarez and Casielles
(2005).
Sales Promotion, a key ingredient in marketing campaigns, consist
of a diverse collection of incentive tools, mostly short-term, designed to
stimulate quicker or greater purchase of particular products or services by
consumers or the trade (Kotler and Keller, 2012:541).
Carrefour is selling run household electronic goods at bargain
prices, and payment can be paid in installments with 0% interest and also
4
working with consumer finance companies Source Credit. Carrefour
makes third parties together won the same interests, namely to increase
sales and achieve awareness.
Carrefour also gives some interesting promos, credit cards under
the brand Carrefour Mega Card or CMC is the result of cooperation
conducted by Bank Mega and Carrefour on June 10, 2011. The credit card
itself is dominated by the power of large companies that Carrefour and
Bank Mega. Carrefour is the market leader in the retail industry, while in
this case the Mega Bank Card Business a top 5 credit card issuing bank in
Indonesia. Mega Carrefour Card credit cards have many advantages which
continuously throughout the year. As the owner of the credit card Mega
Carrefour Card, you get the ease and convenience of shopping facilities in
Indonesia. The convenience of shopping will be supported by the strength
of a transaction using a credit card that is safe and comfortable
(www.teropongbisnis.com 2013).
Transmart Carrefour offers are currently giving out some
interesting promo a 10% discount program for all goods in specialized
Carrefour outlets throughout Indonesia Mega Bank credit card holder.
Because of this promo, Carrefour raised its customers by 17.000-20.000
per days in every outlet (Danaaditiasari, 2015).
According Taswan (2003) in Zainun (2011) credit card is a card
that can be used as a means of payment transactions for goods and
5
services, then payment of the user can be done at once or in installments of
a certain minimum amount.
Table 1.1
Credit Card Shopping in Cooperation with Hypermarket 2015
NO. BANK / CREDIT CARD HYPERMARKET
1 BCA Everyday Card Carrefour, Hypermart, Giant, and Lotte Mart
2 Mega Carrefour Card Carrefour
3 Mandiri Hypermart Card Gold Hypermart
4 BNI LOTTEMart Mastercard Gold Lotte Mart
(Source: www.cermati.com 2015)
Based on the table above:
1. BCA Everyday Card has a promotion for every transaction made,
will get what cash back by 5% when shopping at Carrefour,
Hypermart, Giant, and Lotte Mart using BCA Everyday Card.
2. Mega Carrefour Card credit cards in collaboration between Bank
Mega and Carrefour, so it can get a 10% discount when shopping
Carrefour private label products in each transaction for all branches of
Carrefour.
3. Mandiri Hypermart Visa Gold sale for all household products in
swayalan Hypermart outlets. Addition, cash back of 10% can be
obtained at Hypermart and Foodmart.
4. BNI Lotte Mart offered a discount of 5% for private brand and will
also get cash back of up to 3%. You get a variety of benefits offered
6
by the BNI and merchants work together with him, both for
transactions within the country or abroad.
According to Satria Hamid, Head of Public Affairs Transmart
Carrefour, in Carrefour itself there are various promotional programs
conducted every week, among other promo discounts, promo catalogs and
newspapers promo. In addition, Carrefour performs internal research to
determine the goods that excels in its category. We're sort of the top 5 or
top 3 of each product fit the category. This is done so that we provide the
latest products to consumers, the products are up to date a good product
and become a market leader and preferred by consumers. So we provide
promo by catalogs. Carrefour targeted segment is very broad, ranging
from the upper-middle to lower-middle. Upper-middle consumer is
generally not too concerned about the price. They have also been loyal to
a particular brand, but there are also consumers who sometimes
squeamish about the price. Therefore, Carrefour offers a choice to the
consumer private label products. Apart from the products, Carrefour also
provides value added to the consumer in the form of a variety of
promotion and marketing programs, such as programs Back to Hometown
Together (Harry Tanoso, 2014).
For the 5 years since 2011, Transmart Carrefour received the
CSR Award from the Government of West Java Province. The award is
given on CSR programs conducted by the Carrefour throughout 2015
until early 2016. Such as: Assistance to SMEs in West Java to increase
7
market access for them. Education programs through OSOS (One Store
One School), and the Community Development program. The award is
given to Carrefour as the pride of Indonesia as a development partner of
West Java through its CSR program in 2015 (Adityaputri, 2015).
Besides using a sales promotion as strategy, service also
important in the sale of a product to increase the company profit.
Companies never stop given the good service to the customer. According
to Lovelock and Wirtz (2011:36) services involve a form of rental
through which customers can obtain benefits. We emphasize that
purchasers buy services because they are looking for desired results.
Services as economic activities between two parties, implying an
exchange of value between seller and buyer in the marketplace In fact,
many firms explicitly market their services as solutions to prospective
customer‘s needs.
Based on that service have a more benefit for customer
especially company. Good service can give more profitability to
company. In the other side bad services can give disaster to company. For
getting good service, companies must be understood about service
quality. In this research, service quality as an independent variable (X1).
Service quality is usually understood as a measure of how well
the level of the delivered services matches customer‘s expectations.
Service quality is calculated as the gap between customer expectations
and perceptions, and is characterized by five dimensions namely
8
reliability, responsiveness, assurance, empathy, and tangibles
(Santouridis and Trivellas: 2010).
According to El-Salam, Shawky and El-Nahas (2013) in an
increasingly competitive environment service quality as an essential
strategy for success and survival has attracted increasing interest in over
the past 20 years. Striving to gain a strategic competitive advantage by
delivering service with quality and satisfaction, several researchers
have agreed that if companies do not recognize and respond immediately
to customer‘s needs efficiently and effectively, the result may be
decreasing profits, increasing levels of stress and customer
dissatisfaction. Therefore, companies must constantly ask themselves,
what do customers want from us and how can we improve current
customer‘s perception.
Customer satisfaction on this research, as a independent
variables (X3) Satisfaction is a person‘s feeling of pleasure or
disappointment resulting from comparing a product‘s perceived
performance (or outcome) in relation to his or her expectations.
Therefore, satisfaction is closely related to consumers‘ expectations
(Sondoh Jr, Omar, and Friends: 2007).
The difference between the prices listed on the shelf of the store
with the data listed in the cashier often encountered when shopping
customers. Obviously this raises a disappointment and the presumption
itself. For retailers, recently Transmart Carrefour received a similar
complaint. A visitor found the price of drinks bottles bought differ
9
between the price on the store shelf and at the cashier when paying.
Allegedly, this omission occurred because the placement of the product
not only in one area alone. Bottled beverage products are usually
placed at some point, for example on the shelf drinks, in cold drinks
chiller, and on the shelves near the cash register. When changing the
price, there is the possibility of replacing the staff inattentive price at
one of the shelves.
Transmart Carrefour apologizes for any inconvenience that causes
customers to feel disappointed and dissatisfied. Satria said, it was
realized and Carrefour Transmart understand the disappointment felt
when the customer had to pay a price higher than that seen on the shelf.
For that Transmart Carrefour apologizes for any inconvenience and this
omission. As a reflection of our responsibilities on this omission,
Transmart Carrefour gives consumers the lowest prices of goods and
compensation plus 2x (twice) as much of the difference in price of the
items found differences in prices. Replacement of the difference in
price of goods is valid in all Carrefour outlets Transmart start date of
March 31, 2016 and for any goods (www.carrefour.co.id)
Based on the background above, the writer is interested to do a
research with the tittle “Influence of Service Quality, Sales Promotion
and Customer Satisfaction toward Customer Loyalty (Study Case
Carrefour Lebak Bulus)”.
10
B. Research Problem
Based on the background that the author has described, the
formulations of the problem are:
1. Does service quality significantly influence towards customer loyalty
on Carrefour Lebak Bulus?
2. Does sales promotion significantly influence towards customer loyalty
on Carrefour Lebak Bulus?
3. Does customer satisfaction significantly influence towards customer
loyalty on Carrefour Lebak Bulus?
4. Do quality of service, sales promotion and customer satisfaction
significantly influence simultaneously towards customer loyalty on
Carrefour Lebak Bulus?
C. Research Objective
Based on the questions above, the purposes of this research are:
1. To analyze the influence of service quality towards customer loyalty
on Carrefour Lebak Bulus.
2. To analyze the influence of sales promotion towards customer loyalty
on Carrefour Lebak Bulus.
3. To analyze the influence of customer satisfaction towards customer
loyalty to the Carrefour Lebak Bulus.
4. To analyze the influence of service quality, sales promotion, and
customer satisfaction simultaneously towards customer loyalty on
Carrefour Lebak Bulus.
11
D. Research Advantages
1. For the author, this research can improve the author‘s knowledge and
this topic can always be used in every kind of business. This research
is also done in order to graduate as a Bachelor of Economics of State
Islamic University Jakarta.
2. For company, the result of this research can be used to improve the
strategy of Carrefour Company because the results are based from
customer‘s loyalty.
3. For Islamic State University (UIN) Jakarta, the research can also be
used for other students in order to help the students to finish their
thesis.
4. For reader and another research, I hope people who read this research
will feel easy to read the methods of this research.
12
CHAPTER II
LITERATUR REVIEW
A. Service
1. Definition of Service
A service is any act or performance that one party can offer to
another that is essentially intangible and does not result in ownership
of anything. Its production may or may not be tied to a physical
product. (Kotler and Keller, 2012:400).
Services involve a form of rental through which customers can
obtain benefits. What customers value and are willing to pay for are
desired experiences and solutions. We use the term rent as a genetic
term to denote the payment made for using or accessing something
typically for a defined period of time instead of buying it outright. You
can‘t own people, but you can pay rent their labor and expertise
(Lovelock and Wirtz, 2011:36).
We emphasize that purchasers buy services because they are
looking for desired results. In fact, many firms explicitly market their
services as solutions to prospective customers needs. And finally, our
definition emphasizes that while customers expect value from their
service purchases in exchange for money, time, and effort; this
value comes from access to a variety of value creating elements
rather than transfer of ownership (Lovelock and Wirtz, 2011: 37).
13
In marketing, consumers choose the supplier of goods
(including supermarkets) based on their experiences after receiving the
service from the company, they compare the perceived service with the
desired service. If the perceived service is under the expected service,
the consumer is difficult to believe in the company. If the perceived
service in accordance with the desired quality, they will use the
product or service again. Therefore, the quality of service in terms of
marketing plays a very important, because it can foster consumer's
commitment to the company or the products or services rendered. This
commitment will increase the repurchase by customers at once will
become indirectly sale to prospective customers to another.
B. Service Quality
1. Definition of Service Quality
A service is an economic activity that creates value and
provides benefits for customers at specific times and places by
bringing about a desired change in or on behalf of the recipient of the
service. Although the process may be tied to a physical product, the
performance is transitory, often intangible in nature and does not
normally result in ownership of any of the factors of production
(Lovelock, C. and Wirtz, J. 2004). However, being able to satisfy
given needs reflects the value (or quality) of the product or service to
the customer, including the economic value, safety, reliability, and
maintainability (Garvin, D.A., 1989). Therefore, a customer‘s
14
evaluation of service quality and the resulting level of satisfaction are
perceived to affect bottom line measures of business success
(Lacobucci, D., Grayson, K. A., and Omstrom, A. L. 1994) in Poku et.
al (2013)
Company personnel need a common understanding to address
issues such as the measurement of service quality, the
identification of causes of service quality shortfalls, and the design
and implement of corrective actions (Lovelock and Wirtz, 2011:405).
In an increasingly competitive environment service quality as
an essential strategy for success and survival has attracted increasing
interest in over the past 20 years. Striving to gain a strategic
competitive advantage by delivering service with quality and
satisfaction, several researchers have agreed that if companies do
not recognize and respond immediately to customer‘s needs
efficiently and effectively, the result may be decreasing profits,
increasing levels of stress and customer dissatisfaction. Therefore,
companies must constantly ask themselves, what do customers want
from us and how can we improve current customer‘s perception.
Consequently, there is a huge body of marketing literature that
is concerned with service quality, customer satisfaction, and
customer loyalty as three distinctive elements hat service organizations
should strive for (El-Salam, Shawky and El-Nahas: 2013).
15
Premium service quality is a key to gain a competitive
advantage in services industry. The satisfaction level of customers is
dependent on their perception of service quality and the trust in service
provider (Ismail et al., 2006; Aydin & Özer, 2005; and Parasuraman et.
al 1988, in Mubbsher, 2014).
Based on these components known that the output of the
services and their delivery means are all factors used in quality of
service, it is often the determination of the quality of service becomes
very complex. The various components, a customer purchases to the
air quality continues directly and started before the purchase until the
results are processed from products or services that have been
consumed by the customer.
2. Measurement of Service Quality
In assessing or evaluating the service quality of a company,
customers generally use several criteria, namely in the form of
elements that exist in the quality of service which is then described by
the dimensions of service quality.
Valerie Zeithaml, Leonard Berry, and A. Parasuraman in
Lovelock and Wirzt (2011:406) have conducted intensive research on
service quality and identified 10 dimensions used by consumers in
evaluating service quality. In subsequent research, they found a high
degree of correlation between several of these variables and
consolidated them into five broad dimensions:
16
a. Tangibles: Appearance of physical facilities, equipment, personnel
and communication materials
b. Reliability: Ability to perform the promised service
c. Responsiveness: Willingness to help customers and provide prompt
service
d. Assurance:
1) Credibility: Trustworthiness, believability, honesty of
service provider
2) Security: Freedom from dangerous, risk or doubt
3) Competence: Possession of the skills and knowledge
required to perform the service
4) Courtesy: Politeness, respect, consideration and
friendliness of contact personnel
e. Empathy:
1) Access: Approachability and ease of contact
2) Communications: Listening to the customer and keeping
them informed in a language the can understand
3) Understanding the customer: making the effort to know
customers and their needs
17
C. Sales Promotion
1. Definition of Sales Promotion
Promotion is a vital tool that helps the marketer to achievement
their sales target and increase the company‘s profit Alvarez snd
Casielles (2005).
Marketing literature supports this fact that the regular
customers, who purchase the product frequently, are profitable and
are primary concern of the companies (Nagar, 2009). Peattie and
Peattie (1994) in Saeed (2013) defined the sales promotion as
marketing activity specific to a group of customers, a particular
place and or time bound, which encourages an immediate or direct
response from customer by offering additional valuable benefits.
Sales Promotion, a key ingredient in marketing campaigns,
consist of a diverse collection of incentive tools, mostly shortterm,
designed to stimulate quicker or greater purchase of particular
products or services by consumers or the trade (Kotler and Keller,
2012:541).
Meanwhile, According Kotler and Armstrong (2014:501),
Sales promotion consists of short-term incentives to encourage
purchase or sales of a productor service. Whereas advertising
offers reason to buy a product or service, sales promotion offers
reasons to buy now.
18
A conclusion can be drawn that reflect a sales promotion
incentives and prizes to get customers to buy the company's
products at the present time as opposed to buying later. Sales
promotion generates consumer response faster in sales. Growth of
sales promotion may reflect higher corporate priority, it relates to
sales compared with the establishment of the brand in the long
term. Sales promotion can be directed to customers, retailers and
other salespeople. Customers will be happy to buy our products if
given coupons discounts, pricing packages and other gifts.
Retailers also would work harder if given offer price discounts, as
well as display ads, and free products. Retailers will operate more
viable if the holding contests with prizes for the best performance.
2. Measurement of Sales Promotion
According to Kotler and Armstrong (2014: 503-504)
Consumer promotions include a wide range of tools—from
samples, coupons, refunds, premiums, and point-of-purchase
displays to contests, sweepstakes, and event sponsorships.
a. Samples are offers of a trial amount of a product. Sampling is the
most effective—but most expensive—way to introduce a new
product or create new excitement for an existing one.
b. Coupons are certificates that give buyers a saving when they
purchase specified products. Most consumers love coupons.. Thus,
19
most major consumer goods companies are issuing fewer coupons
and targeting them more carefully.
c. Cash refunds (or rebates) are like coupons except that the price
reduction occurs after the purchase rather than at the retail outlet.
The customer sends a ―proof of purchase‖ to the manufacturer,
which then refunds part of the purchase price by mail.
d. Price packs (also called cents-off deals) offer consumers savings off
the regular price of a product. The producer marks the reduced
prices directly on the label or package. Price packs can be single
packages sold at a reduced price or two related products banded
together. Price packs are very effective—even more so than
coupons—in stimulating short-term sales.
e. Premiums are goods offered either free or at low cost as an
incentive to buy a product.
f. Advertising specialties, also called promotional products, are useful
articles imprinted with an advertiser‘s name, logo, or message that
are given as gifts to consumers. Typical items include T-shirts and
other apparel, pens, coffee mugs, calendars, key rings, mouse pads,
matches, tote bags, coolers, golf balls, and caps
g. Point-of-purchase (POP) promotions include displays and
demonstrations that take place at the point of sale. Chances are good
that you were tripping over aisle displays, promotional signs, ―shelf
20
talkers,‖ or demonstrators offering free tastes of featured food
products.
h. Contests, sweepstakes, and games give consumers the chance to win
something, such as cash, trips, or goods, by luck or through extra
effort. A contest calls for consumers to submit an entry—a jingle,
guess, suggestion—to be judged by a panel that will select the best
entries. A sweepstakes calls for consumers to submit their names for
a drawing. A game presents consumers with something—bingo
numbers, missing letters—every time they buy, which may or may
not help them win a prize. Such promotions can create considerable
brand attention and consumer involvement.
i. Event marketing (or event sponsorships) they can create their own
brand-marketing events or serve as sole or participating sponsors of
events created by others. The events might include anything from
mobile brand tours to festivals, reunions, marathons, concerts, or
other sponsored gatherings.
From the perspective of sales promotional tools used towards
customers, Solomon et. al (2010) in Dainora (2010). Indicated
three major types the explanation of each type of sales promotional
tool will be explained with illustrations from the practice in
Lithuanian supermarkets, as investigated by the author, using the
method of observation. (See Figure 2.1):
21
Figure 2.1
Promotional Techniques for Customers
Source: From Solomon et. al (2010)
a. Price or value discount promotion tools include:
1) Coupons for packaged-goods products Solomon et. al
(2010). These days in Lithuania, various supermarkets
offer from 20-45% or more discounts on weekends or
holiday season for consumables.
2) Rebates, companies place in newspapers, send by mail or
by mobile phone, or offer on a Web site, a marketer may
offer a temporary price reduction at the store or offer a
rebate Solomon et. al (2010). A rebate refunds part of the
purchase price Solomon et. al (2010) in Lithuania a person
does not have to fill in any requested forms as most of
Lithuanian supermarkets have introduced loyalty cards,
22
where a percentage of the purchase amount is being
accumulated over the time and a customer can use the
accumulate sum up on the next purchase.
3) Bonus packs deliver more of the same product without any
extra cost for a customer. Usually hygiene and cosmetics
products tend to adopt this strategy, e.g. 20% extra
toothpaste in the packaging for the same price of 250ml
toothpaste tube. But it also works very well with foods.
b. Visibility-increasing promotion tools include:
1) Premium, which is a free item you receive if you purchase
another item Solomon et. al (2010). Premiums are very
popular in hygiene products market, e.g. a pack washing
powder could be blocked together with a free fabric
conditioner small size of course; or a bottle of washing up
liquid Fairy might have a free washing sponge attached to
the bottle; or a bottle of shampoo with a free hair
conditioner.
2) Contests and sweepstakes offer the opportunity to win an
exciting prize Solomon et. al (2010), not actually
connected to the place of shopping. The difference
between the two is that a contest is a test of skill, whereas
a sweepstakes is simply based on luck Solomon et. al
(2010).
23
c. Volume-increasing promotion tools for customers could
include:
1) Sampling is a popular though expensive promotional tool
Solomon et. al (2010). Food and beverage companies often
provide free samples to consumers to give them a chance to
try a new product for free Solomon et. al (2010).
2) Loyalty programs reward consumers for their frequent,
continuing purchase of a product Solomon et. al (2010). As
observed in Lithuanian supermarkets, they all issue loyalty
cards for customers, though the loyalty programmers do
differ amongst themselves. Usually a customer attains 1%
of the total purchase value on to the loyalty card, this valid
for the newly introduced RIMI loyalty card.
D. Customer Satisfaction
1. Definition of Customer Satisfaction
Kotler and Keller (2012:150) define satisfaction as a
person‘s feelings of pleasure or disappointment resulting from
comparing a product perceived performance (or outcome) in
relation to his or her expectations. If the performance falls short of
expectations, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted. Service
quality has a close relationship with customer satisfaction. Quality
gives a push to consumers for establish a strong relationship with
24
the company. In the long term, this relationship enables companies
to understand consumer expectations and needs carefully. Thus,
companies can increase customer satisfaction and at the end its
satisfaction can create loyalty or customer loyalty.
Buttle (2006) in Ibrahim et. al (2014) agreed that
satisfaction is a pleasurable fulfillment response while
dissatisfaction is un-pleasurable fulfillment response.
Customer satisfaction is a key factor in formation of
customer‘s desires for future purchase (Mittal & Kamakura, 2001).
Furthermore, the satisfied customers will probably talk to others
about their good experiences. This fact, especially in the Middle
Eastern cultures, where the social life has been shaped in a way
that social communication with other people enhances the society,
is more important Jamal and Naser (2002) in Mohd (2014).
2. Measurement of Customer Satisfaction
Kotler and Amstrong (2014:148) discuss several methods
to measure customer satisfaction, which are:
a. Complaint and Suggestion System
Each customer oriented service organization should provide
the widest opportunity to its customers to submit suggestion,
criticism, opinions, and their complaints. Information obtained
through this method can provide new ideas and input are
25
valuable to the company making it possible to react quickly
and respond in overcome the problems that arise.
b. Customer Satisfaction Survey
Like in this research, company can do a survey to measure
customer satisfaction using such as questioner or by phone
calls to a random sample of their customers. Through the
survey, companies will get responses and feedback directly
from customers and give a positive sign that companies pay
attention to them. Customer satisfaction survey is divided
into four categories, which are:
a. Directly report satisfaction: The respondents are being
asked directly with question in order to know if they are
very satisfied, satisfied, neutral, dissatisfied, or very
dissatisfied. This survey is to use to collect the customer
opinion and needs which can give the result called the
customer satisfaction index. This customer satisfaction
indexes the standard of company needs to maintain.
b. Derived dissatisfaction: The question that being asked
included two aspects, how high is the customer
expectation in the certain attribute, and how high is the
performance that customer‘s feel of this attribute.
26
c. Problem analysis: The respondents are being asked to
describe two things; the problem which related with the
company offer and suggestion for improvement.
d. Importance performance analysis: The respondents are
asked to rate the services according to the customer
importance and company performance in each attributes.
e. Ghost shopping: This method use a person to pose as
potential buyer to report their findings on strong and
weakness points when experience buying the company‘s
and competitor‘s product. Ghost shoppers also can
observe how the company and its competitors in serving
customer demands, answering customer question, and
solve any problems or customer complaints.
f. Lost customer analysis: The Company contact customers
who have stopped buying or switched to another supplier
to learn why this condition happened and in order to
understand and take the police to further improve or
refine.
g. Some caution in measuring customer satisfaction: The
Company must make a well-structured questionnaire;
otherwise the customer would face a huge questionnaire.
The company must also be able to recognize that two
customers can report being highly satisfied for two
27
reasons. One person maybe easily satisfied most of the
time, and the other one might be hard to please but was
pleased on this occasion.
According to Sondoh Jr. et. al (2007) in Thakur and Singh
(2012) Customer satisfaction is the accumulated experience of a
customer‘s purchase and consumption experiences. It was
therefore; client satisfaction construct in this paper will be
measured through overall satisfaction toward the services.
Customer‘s satisfaction is influenced by two factors which is
experiences and expectations with service performance.
Operationally, satisfaction is similar to an attitude, as it can be
assessed as the sum of the satisfactions with the various attributes
of the product or service. Satisfaction may be defined as
expectation before purchase and perception about performance
after purchase, The expectancy disconfirmation paradigm suggests
that consumers are satisfied when the product perform better than
expected (positive disconfirmation), dissatisfied when consumers'
expectations exceeded actual product performance (negative
disconfirmation), and neutral satisfaction when the product
performance matches expectations (zero disconfirmation or
confirmation).
28
E. Customer Loyalty
1. Definition of Customer Loyalty
Creating strong connection with customers to build the
loyalty is the dream of any marketers and often the key to long-
term marketing success. Customer loyalty is a biased behavioral
response, expressed over time, by some decision making unit with
respect to one store out of a set of discount retail stores, which is a
function of psychological decision-making and evaluative
processes resulting in store commitment (Jacoby and Chestnut,
1978; Knox and Walker, 2001) in Kumaradeepan and Pathmini
(2015).
Satisfaction is positively associated with customer loyalty
(Sharma and Patterson, 2000) and its related with business
relationship (Burnham et al. 2003) Companies, which manage to
satisfy their customers, retain them for as long as possible, and
hopefully turn them into loyal customers, will certainly be in a
better competitive position and achieve a better financial
performance in (Almossawi, 2012).
According to Oliver (1999) in Oyeniyi (2011) further stated
that loyalty is a deeply held commitment to re-buy or patronize a
preferred product or service consistently in the future, thereby
causing repetitive same-brand or same-brand set purchasing.
29
From the definition above, customer loyalty can be defined
as the behavior of the repurchase of a product or in the company
from time to time, which are beneficial and which can reduce or
prevent the tendency of consumers to switch to manufacturers or
other companies.
2. Measurement of Customer Loyalty
According to Griffin (2009:31), customer loyalty is customers
who have the following characteristics:
a. Makes regular repeat purchase: Loyalty is refers to the form of
the behavior of these units to make a purchase decision-
making continuously for goods or services of a company that
is selected. The level of satisfaction with the store will
influence them to buy back.
b. Purchases across product and service lines: Buying outside line
of products and services means that the desire to buy more of
the products and services that have been offered by the
company. Customers who already believe in the company in
an affair it will be believed also to other matters.
c. Refers others: Loyal customers willingly recommend the
company to friends and colleagues.
d. Demonstrates immunity to the full of the competition: Is not
easily affected by the pull of competition other similar
companies.
30
F. Preview Research
This previous research on this topic has been contacted by:
31
Table 2.1
Table Preview Research
RESEARCHER
(YEAR)
TITLE VARIABEL RESEARCH
METHOD
RESULT
Kofi Poku,
Mariama zakari
and Ajara Soali
(2013)
Impact
of
Service
Quality
on
Custome
r Loyalty
in the
Hotel
Industry:
An
Empirica
l Study
from
Ghana.
Internati
onal
Review
of
Manage
ment and
Business
Research
Vol. 2
Issue.2
ISSN:
2306-
9007
Service
Quality
(X)
Customer
Loyalty
(Y)
Purposive
Sampling,
Questioner
and Interview
(Multiple
Regression)
The relationships and
impact of the service
quality variables are
further buttressed by
the results of a simple
Probit Regression
Model where the
elements of service
quality as against
customer loyalty status
are fit into a regression
model. Responsiveness
variable for the 3-star
hotel, empathy and
assurance variables
play significant roles
in generating customer
loyalty for the 4-star
and 3-star hotels, while
reliability generates
loyalty for Lizzie‘s
hotel, a 2-star hotel.
Guest however, were
least satisfied with the
tangibility variable
which does not also
make any significant
impact on their loyalty
to the respective
hotels.
32
RESEARCHER
(YEAR)
TITLE VARIABLE RESEARCH
METHOD
RESULT
Dr. Rashid
Saeed, Fareeha
Nisar, Rab
Nawaz Lodhi,
Dr. Moeed
Ahmad and Dr.
Hafiz
Muhammad
Arshad (2013)
Impact of
Sales
Promotion
on the
Consumer
Loyalty in
the
Telecomm
unication
Industry in
Pakistan.
J. Basic.
Appl. Sci.
Res.,
3(5)901-
907, 2013.
ISSN
2090-
4304.
Sales
Promotion
(X)
Customer
loyalty
(Y)
Simple
regression
Sales promotion
increases the
consumer loyalty
and as the sales
promotion
expenditures
increases so does
the consumer
loyalty. Increasing
trend has also
opened many
dimensions of
customer response.
The consumers are
more prone to sales
promotion and
exhibit switching
behavior between
two or more
networks to take the
advantage of the
promotional
discounts. As the
results also indicate
that, the monetary
savings have high
impact on the
consumer loyalty as
compare to the other
factors. But it does
not mean that
tendency of being
loyal or switch
between the
networks is due to
the quality of
services during the
time period of sales
promotion.
33
RESEARCHER
(YEAR)
TITLE VARIABLE RESEARCH
METHOD
RESULT
Satrendra Thakur
and Dr. A. P.
Singh (2012)
Brand
Image,
Customer
Satisfactio
n and
Customer
Loyalty
Intention
a Study in
the
Context of
Cosmetic
Product
among the
People
among of
Central
India
Vol.2
Issue 5,
May 2012,
ISSN 2249
8834
Customer
Satisfaction
(X)
Customer
Loyalty
Intention
(Y)
Correlation
(Path)
In this research we have
examine the relationship
between brand image,
customer satisfaction and
loyalty intention in the
context of cosmetic
product of selected
company brand among
the peoples of central
India, five benefit of
brand image has been
discussed namely social,
functional, symbolic,
experiential and
appearance enhance.
Result has shown that
three brand image benefit
namely functional, social
and appearance enhance
has positively and
significantly related to
customer satisfaction and
loyalty intention and two
benefit namely
experiential and symbolic
has no significant impact
on customer satisfaction
and loyalty intention on
the other hand result
indicate that there is a
positive relationship
between customer
satisfaction and loyalty
intention. The results
imply that marketing
manager should focus on
the brand image to win
the customer satisfaction
in order to make the
customer loyal about
their product and service.
34
RESEARCHER
(YEAR)
TITLE VARIABLE RESEARCH
METHOD
RESULT
Kamalakumati
Karunanithy and
Dilani
Rasanayagam
(2013)
Impact of
Customer
Satisfacti
on on
Customer
Loyalty.
Vol.3,
No.7,
2013.
ISSN
2224-
6096
ISSN
2225-
0581
Customer
Satisfaction
(X)
Customer
Loyalty
(Y)
Regression
and
Correlation
analysis
According to the
model pricing and
brand image are low
level contribution
with customer
loyalty. So other
factors may be of
more influence with
customer loyalty.
These factors could
be evaluated by
further researches
by incorporating
those variables. As
conclusion, through
the development of
the variables and
maintaining the
quality of the
service or product
would definitely
pave way for
expansion of the
customer increase
in net profit.
35
G. Theoretical Framework
Figure2.1
Conceptual Thinking
Try-our Test:
1. Validity Test
2. Reliability Test
Classic Assumption Test:
1. Normality
2. Test Multicollineaity
3. Test Heteroskedasticity
Determinant Coefficient
(Adjusted R²)
Hypothesis Test:
1. Partial Test (t-test)
2. Simultaneous Test (F-test)
Customer Loyalty (Y)
Multiple Linear Regresion
Interpretation
Service Quality(X1) Sales Promotion (x2) Customer Satisfaction (X3)
36
H. Hypothesis
According Sugiyono (2013: 100), the hypothesis can be interpreted
as a statistical statement about the population parameters. To test the
independent variable on the dependent variable, we need the following
hypothesis:
a. H0 ; β1 ≠ 0. There is a positive influence between the variables of
sales promotion to customer loyalty.
Ha ; β1 = 0 There is a positive influence between the variables of
sales promotion to customer loyalty.
b. H0; β2 ≠ 0. There is a positive influence between the variables of
service quality on customer loyalty.
Ha ; β2 = 0 There is a positive influence between the variables of
service quality on customer loyalty.
c. H0 ; β3 ≠ 0. There is a positive influence between variable customer
satisfactions on customer loyalty.
Ha ; β3 = 0 There is a positive influence between variable location
on customer loyalty.
d. H0 ; β4 ≠ 0. There is a positive influence between the variables of
sales promotion, quality of service and customer satisfaction on
customer loyalty.
Ha ; β4 = 0 There is a positive influence between the variables of
sales promotion, quality of service, customer satisfaction on
customer loyalty.
37
CHAPTER III
RESEARCH METHODOLOGY
A. Scope of Research
In writing this essay were made respondents in the study is the
consumers who shopped at Carrefour Lebak Bulus. Research conducted at
Carrefour Lebak Bulus, when the study began on August 23, 2016. By
providing a questionnaire to the customer Carrefour. As will be discussed
is about how much the Service Quality, Sales Promotion and Customer
Satisfaction infuencing Customer Loyalty on Carrefour Lebak Bulus. As
the independent variable in this study was given the symbol of Service
Quality (X1), Sales Promotion (X2) and Customer Satisfaction (X3).
While the dependent variable in this study was Customer Loyalty given
the symbol (Y).
B. Determination Sample Method
1. Population
Population is the generalization region consisting of the objects
or subjects that have certain qualities and characteristics defined by
the researchers to learn and then be inferred (Sugiono, 2013:115).
The population in this study is member or non-member
customer carrefour Lebak Bulus.
38
2. Sample
The sample is part of the number and characteristics possessed
by the population, to be investigated and considered to be
representative of the overall population and a smaller number of
populations (Sugiyono, 2013:116).
The sample in this study was the visitors who shop at
Carrefour Lebak Bulus. In this study writing, researchers used a
method of Purposive sampling. Purposive sampling is which the
population elements are purposively selected based on the
judgment of the researcher. The researcher, exercising judgment or
expertise, chooses the elements to be included in the sample,
because researcher believe that they are representative of interest or
are otherwise appropriate (Malhotra 2009: 377).
Due to the number of population is not known for sure to know
the size of the sample that is using a convenience sampling
technique. Based on this, researchers select to filter the existing
questionnaires, if these people are known. For example, used the
sample to estimate the mean value, If used to estimate μ, we can
(1-α)% confident that the error does not exceed a certain value е
when the sample size of n,
Where:
(Riduwan and Kuncoro, 2013:255)
39
Information:
= Number of samples
Zα = Size trust level with α = 0,05 (confidence level 95% means
Found in table 1,96)
= Standard deviation
= Standart error that can be tolerated (5% = 0,05)
By calculation:
n =
From the calculation results, the samples obtained in the
amount of 96.04 to make it easier then rounded to 100 respondents.
So in this study will use the 100 respondents to the research
sample.
C. Data Collection Technique
Data processing techniques are ways that can be used by researchers to
collect data. In this study, researchers will gather data could be a source of
primary and secondary sources:
1. Primary Data
Data used in this study are primary data. Primary data is data
obtained directly from the source first. Data collection is done by:
40
a. Interview method
Interview method is a method of data collection with a question
and answer directly to the respondents to obtain more accurate
data respecting with issues to be discussed.
b.Questionnaire method
Questionnaire method is a method to obtain data that is done by
providing a list of questions that will be filled by respondents
including questions about the variable service quality, sales
promotion and customer satisfaction toward customer loyalty
on Carrefour Lebak Bulus.
Questioner is a formalized set of questions for
obtaining information for respondents. It has three specific
objectives (Malhotra, 2009: 330)
Three specific objectives (Malhotra, 2009: 330):
1) The overriding objective is to translate the researcher‘s
information needs into a set of specific questions that
respondents are willing and able to answer.
2) A questionnaire should be written to minimize demands
imposed on respondents. It should encourage them to
participate in the entire interview, without biasing their
responses.
41
3) A questionnaire should minimize response error. These
errors can arise from respondents who give inaccurate
answers or from researchers incorrectly recording or
analyzing their answer.
The questionnaire for this research will be filled out by the
respondents and will be include question about the variable service
quality, sales promotion and customer satisfaction toward customer
loyalty on Carrefour Lebak Bulus. In this questionnaire there are
two parts, namely:
Part I: Concerning the respondent data those are name, gender,
level of education and monthly income.
Part II: On the list of questions that will be filled by the respondent.
This study used a Likert scale measuring agreement and
disagreement of respondents in responses proposed the statement.
Likert scale is a measurement with five response categories
ranging from ―strongly disagree‖ to ―strongly agree‖, which
requires the respondents to indicate a degree of agreement or
disagreement with each of a series of statements related to the
stimulus objects (Maholtra, 2009:264).
The score of questionnaire assessment figures resulted in this
study is according to the Likert scale described in the methods used
to measure attitudes, opinions, and perceptions of a person or
group of persons on a social phenomenon (Sugiyono, 2013:93).
42
A measurement of each variable in this research using Likert
scale to measure attitudes, opinion and perceptions of individuals
or groups social phenomena (Sugiyono, 2013:94).
By using a Likert scale, the measurement variable is an
indicator variable that will be outlined. Using a Likert scale of five
(5) levels to express the attitude or the respondent‘s answer as
follows:
Table 3.1
Likert Scale
Strongly agree / always / very positive / very satisfactory
5
Agree / often / positive / satisfying 4
Neutral/ hesitant / sometimes 3
Disagree / never / negative / unsatisfactory 2
Strongly disagree / strongly never / very dissatisfy
1
Source: (Sugiyono, 2013:133)
2. Secondary Data
A secondary source is a source that does not directly provide
data to data collectors, for example through others or through
documents. Secondary data were generally obtained by the
founders to provide additional information and images for further
processing. Secondary data used in this study was obtained from
books, journals, literature or other writings that are considered
related to the problems studied by using written reports or
43
documentation of previous studies and other information that can
be retrieved through the system online (internet).
In the process of secondary data collection, the researchers
collected data related to and associated with the research. So it can
support materials to support this research.
D. Methods of Data Analysis
1. Validity Test
Validity test used to measure the validity of the data in the
study. According (Ghozali, 2011:52) validity test is used to
measure the legitimacy of a questionnaire.
Validity test used to measure the validity of a questionnaire.
Testing was conducted using Pearson correlation, guidelines for a
model is said to be valid if the significance level below 0,05 then
the questions can be said to be valid. In addition, the criteria used
in determining whether or not valid questions or statements used in
this study is the 95% confidence level (α = 5%), the number of
respondents as many as 30 respondents to pre-test, and compared
with the value of r table = 0,361 in the can of degree of freedom
(df) = n - 2, in this case n is the number of pre-test sample of 30
respondents. A questionnaire is said to be valid when the value of r
count larger than r table.
Test will test the validity of each variable used in this study. Here
are the results to test the validity of the variable service quality,
44
sales promotion and customer satisfaction with 30 samples of
respondents.
2. Reliability Test
Reliability is a tool to measure a questionnaire which is an
indicator of variables or constructs. A questionnaire said to be
reliable or reliable if someone answers to questions are consistent
or stable over time. SPSS provides the facility to measure the
reliability of the statistical test Cronbach Alpha (α). a construct or
variable said to be reliable if it provides value (α) 0,70 (Ghozali,
2011:47-48).
In other words able to obtain precise data on the variables
studied. Testing of each item used item analysis, the reliability test
is a measure of stability and reliability testing instruments used in
this study using Cronbach's Alpha formula.
E. Classical Assumption Test
1. Normality Test
Normality test aims to test whether the regression model or
residual confounding variables have a normal distribution. Studies
that use a more reliable method to test the data have a normal
distribution or not by looking at the Normal Probability Plot. A
good regression model is to have a normal data distribution or
dissemination of statistical data on a diagonal axis of the graph of a
normal distribution (Ghozali, 2011:160).
45
There are several ways to detect normality to see the spread of
the data (points) on the diagonal axis of the graph. There are two
ways to detect whether residual normal distribution or not is by
analysis of graphs and statistical tests (test Kolmogorov -
Smirnov), with the following explanation (Ghozali, 2011:147).
a. Normality Test in Charts
One of the easiest ways to see the residual normality
is to look at the histogram graph that compares the
distribution of observation data with which to detect the
normal distribution. However, just by looking at the
histogram this can be misleading, especially to the small
sample size. More reliable method is to look at normal
probability plots comparing the cumulative distribution of the
normal distribution. The normal distribution will form a
straight diagonal line and residual plotting the data will be
compared with a diagonal line (Ghozali, 2011:147).
Basis for a decision in the normality test is:
1) If the data is spread around the diagonal line and
follow the direction of the diagonal line, the
regressions meet the assumption of normality.
2) If the data spread of the diagonal line and did not
follow directions or diagonal line, the regression
model did not meet the assumption of normality.
46
b. Normality Test in Statistics
Normality test graphically can be misleading if not
carefully look at it. Therefore it is recommended to complete
normality test graphically statistical normality test (Ghozali,
2011:163).
In addition to seeing the normal curve P-plot, the
normality test can also be performed using the Kolmogorov-
Smirnov test. In Kolmogorov Smirnov test the hypotheses that
apply are:
H0 = Samples derived from data or population v normally
distributed.
Ha = Samples derived from data or populations that are not
normally distributed.
In this test if sig. < 0,05 then the data is not
distributed normally. However, if the value of sig. > 0,05 then
normally distributed data (Santoso, 2011:193-196).
2. Multicollinearity Test
Multicollinearity test aims to test whether the regression model
found a correlation between free variables of service quality, sales
promotion, and customer satisfaction. In the regression model is a
good should not happen correlation between independent variables
(Ghozali, 2011:105).
47
A good regression model should not happen correlation
between independent variables. If the independent variables are
correlated, then these variables are not orthogonal. Orthogonal
variable is the independent variable correlation values between the
members of the independent variables equal to zero.
To detect the presence or absence multicollinearity in the
regression model are as follows:
a. The value of R2 generated by an empirical regression model
estimate is very high, but individually many independent
variables were not significantly affecting the dependent
variable.
b. Analyze the correlation matrix of the independent variables.
If there is correlation between the independent variables are
quite high (generally above 0,90), then this is an indication
of multicollinearity. The absence of a high correlation
between the independent variable does not mean free of
multicollinearity. Multicollinearity may be due to the
combined effect of two or more independent variables.
c. Multicollinearity can also be seen from: (1) The value of
tolerance and the opponent; (2) Variance Inflation Factor
(VIF). Both these measurements indicate each independent
variable which explained by other independent variable. In
simple terms each independent variable the dependent
48
variable and regressed against other independent variables.
Tolerance measures the variability of independent variables
was chosen that are not explained by other independent
variable. So a low tolerance value equal to the value of a
high VIF (for VIF = 1/Tolerance). Value cutoff commonly
used to indicate the presence multicollinearity is the
tolerance value < 10 or equal to VIF > 10 (Ghazali,
2011:106).
3. Heteroskedasticity
Heteroskedasticity test was conducted to test whether a
regression model occurred inequality residual variance from one
observation to another observation remains, and then called
heteroskedasticity. If the points spread above and below the
number 0 on the Y axis without forming a particular pattern, then
there is no heteroskedasticity (Ghozali, 2011: 139).
A good regression model is that homoskesdaticity or did not
happen heteroskidastity. Most of the data resection containing
situation because this data collect data representing a variety of
sizes (small, medium and large).
There are several ways to detect the presence or absence of
heteroskedasticity. In this study to see Graph Plot between the
predicted values of the dependent variable (dependent) is ZPRED
with residual SRESID. Heteroskedasticity detection of the presence
49
or absence can be done by looking at whether there is a specific
pattern on a scatterplot graph between SRESID and ZPRED
wherein Y is a Y axis that has been predicted, and the X axis is the
residual (prediction Y - Y in fact) who have in-studentized. With
the analysis if there is a specific pattern of regular (wavy, widened
and then narrowed), then identifying been going heteroskedasticity
and if there is no clear pattern, as well as the points spread above
and below the number 0 on the Y axis, then there is no
heteroskedasticity (Ghozali, 2011:139).
F. Hypothesis Test
1. t- Test (Partial Test)
To determine whether the independent variables partially
(individual) have a significant influence on the dependent variable.
The statistical test T basically shows how far the influence of the
independent variables individually in explaining the variation of
the dependent variable Ghozali, (2011:98).
The t-test was used to test the partial each variable. T test
results can be seen in the table on the column sig coefficient
(significance). If the t value or significance probability < 0,05, it
can be said that there are significant independent variable on the
dependent variable partially.
50
However, if the probability value or significance t > 0,05, it
can be said that there is no significant effect of each variable on the
dependent variable Besas.
t test formula:
to =
Where:
to = t value
bi = coefision regression
Sbi = standart error
Hypothesis based Significance namely:
a. If the number sig. > 0,05, then Ho is accepted
b. If the number sig. < 0,05, then Ho is rejected
2. F – Test (Simultaneous Test)
This test aims to prove whether the independent variables (X)
simultaneously (together) have an influence on the dependent
variable (Y) (Ghozali, 2011:88).
If F count > F table, then Ho is rejected and Ha accepted,
which means that the independent variable has a significant effect
on the dependent variable using a significant level of 0,05 if the
value of F count > F table then together all independent variables
affect the dependent variable. Additionally, you can also see the
value of probability. If the probability value less than 0,05 (for a
significance level of = 0,05), the independent variables jointly
51
affect the dependent variable. Meanwhile, if the probability value
is greater than 0,05, the independent variables simultaneously has
no effect on the dependent variable.
Formula F test
F =
⁄
( )( )⁄
Where:
R2 = multiple correlation coefficient squared
n = number of sample
Then it will be known whether this hypothesis simultaneously
rejected or accepted, while the form of simultaneous hypothesis is:
H0 : β1 = β2 = β3 = 0 ; service quality, sales promotion, customer
satisfaction simultaneously does not affect the customer loyalty.
H0 : β1 ≠ β2 ≠ β3 ≠ 0 ; service quality, sales promotion, customer
satisfaction simultaneously influence the customer loyalty.
G. Multiple Linear Regression
1. Similarity Multiple Linear Regression
Analysis method in this research is a multiple linear regression
that is used to test service quality, sales promotion and customer
satisfaction toward customer loyalty. The equation of multiple
linear regressions is as follows:
Y = a + β1 X1 + β2 X2 + β3 X3 + e
52
Where:
Y = Customer Loyalty
a = Constanta
e = Error sampling
X1 = Service Quality
X2 = Sales Promotion
X3 = Customer Satisfaction
β1, β2, β3= Regression coefficient
2. Coefficient of Determination (Adjusted R²)
The coefficient of determination (Adjusted R²) aims to
determine how much ability of independent variables and the
dependent variable explained to know how big the ability of the
independent variable dependent variable explained viewed through
Adjusted R² for thorough independent variables in this study of
more than two.
In SPSS output, coefficient of determination lies on the table
and writing Summary Model Adjusted R². R² value of 1, meaning
the influence entirely dependent variable can be explained by the
independent variables and no other factors that lead to influence
the dependent variable. The coefficient of determination is between
zero and one. R² small value means the ability of the independent
variables in explaining the dependent variable is very limited.
Values close to the mean of independent variables provide almost
53
all the information needed to predict the variation of the dependent
variable (Ghozali, 2011:97).
H. Variable Operational Research
Based on the core issues and hypotheses, research on effects of service
quality, sales promotion and customer satisfaction toward customer loyalty
on Carrefour Lebak Bulus. The variables and indicators of this study can
be seen in the table below:
54
Table 3.2
Operational Variable
VARIABLE DIMENSION INDICATOR SCALE
Service
Quality
(X1)
Lovelock and
Wirtz, (2011:
406)
Tangibles 1. Appearance of physical
facilities
2. Equipment
3. Personnel
4. Communication materials.
Likert
Likert
Likert
Likert
Reliability 5. Ability to perform the
promised service.
Likert
Responsiveness 6. Willingness to help customers
7. Provide prompt service.
Likert
Likert
Assurance
Credibility:
8. Trustworthiness, believability
9. Honesty of service provider.
Security:
10. Freedom from dangerous, risk
or doubt.
11. Competence: Possession of
the skills and knowledge
require performing the
service.
12. Courtesy: Politeness, respect,
consideration and friendliness
of contact personnel.
Likert
Likert
Likert
Likert
Likert
Empathy
13. Access: Approachability and
ease of contact.
14. Communications: Listening to
the customer and keeping
them informed in a language
the can understand.
15. Understanding the customer:
Making the effort to know
customers and their needs.
Likert
Likert
Likert
55
VARIABLE DIMENSION INDICATOR SCALE
Sales
Promotion
(X2)
Kotler and
Armstrong
(2014: 503-
504)
Solomon
et. al (2010)
16. Samples to introduce a new
product or create new
excitement for an existing one
Likert
17. Coupons are certificates that
give buyers a saving when
they purchase specified
products
Likert
18. Price packs offer consumers
savings off the regular price
of a product
Likert
19. Premiums are goods offered
either free or at low cost as an
incentive to buy a product
Likert
20. Point-of-purchase (POP)
promotions include displays
and demonstrations that take
place at the point of sale
Likert
21. Event marketing they can
create their own brand-
marketing events or serve as
sole or participating sponsors
of events created by others
Likert
22. Loyalty programs reward
consumers for their frequent,
continuing purchase of a
product
Likert
56
VARIABLE DIMENSION INDICATOR SCALE
Customer
Satisfaction
(X3)
Thakur and
Singh (2012)
Experiences 23. The product good quality
24. Give the good result
25. Price same like quality
Likert
Likert
Likert
Expectation 26. Product selling like my
expectations
27. Result after use the product
same like expectations
Likert
Likert
Service
Performances
28. Good service performance Likert
Customer
Loyalty
(Y)
Griffin
(2009:31)
29. Makes regular repeat
purchase
Likert
30. Purchases across product and
service
Likert
31. Refers to others customers
willingly recommend the
company to friends and
colleagues
Likert
32. Demonstrates an immunity to
the full of the competition
Likert
57
CHAPTER IV
RESULT AND ANALYSIS
A. General Overview Research Object
1. History of Carrefour
The history of Carrefour Indonesia began in October 1998 by
opening the first unit in Cempaka Putih. At the end of 1999, Carrefour
and Pramodes (Parent Company Continent) agreed to merge all his
efforts throughout the world. This merger to form a group of the
world largest retail business under the name Carrefour.
With the formation of this new Carrefour, then all the
resources owned by the two groups had to be focused to better meet
and satisfy customer needs. This incorporation enables to improve
market performance benefited from the expertise of employees in
Indonesia and in the world and anticipate the evolution of retail in the
national and global scale.
The focus on consumers this translates into 3 main pillars,
which are believed to be able to make the Carrefour shopping options
for consumers Indonesia. These three main pillars are as follows:
a. Competitive prices
b. Complete choice
c. Satisfactory service
58
In January 2008 PT. Carrefour Indonesia successfully
completed the acquisition of PT. Alfa Retailindo Currently,
Carrefour Indonesia has more than 60 (sixty) outlets in Jakarta,
Bandung, Surabaya, Denpasar, Yogyakarta, Semarang, Medan,
Palembang and Makassar. Supported more than 11.000 (eleven
thousand) professional employees are ready to serve customers.
The concept of market grocery retail trade is a concept created
by Carrefour designed to satisfy consumers. In Indonesia, especially
in Jakarta Carrefour quickly become alternative shopping options
for the whole family.
Coupled with their complementary facilities such as snack
corner, food court, free parakeet in certain grocery market, even
with the price of the warranty and guarantee the quality of the
Carrefour grocery market really is a family shopping. Carrefour is
the selection of shopping today and the future for consumers in
Indonesia and in the world.
2. Vision and Mission
a. Vision
Being the leading food retailers in Indonesia and offers fresh
foods and groceries at an affordable price.
b. Mission
Being a leading food retailer in Indonesia in terms of sales and
profits, consumers with middle to upper incomes, is the main
59
target considering they have greater buying power.
c. Objective
Carrefour Indonesia gives access to a better life
d. Strategy
1) Brand equity
2) Growth
3) Transformation
e. Value
1) Commit
2) Care
3) Positive
f. Slogan
―Untuk Hidup Yang Lebih Baik‖
g. Logo
Figure 4.1
Logo Carrefour
(Source: www.carrefour.co.id)
60
Meaning of Symbol
Color: Logo Carrefour with its colors of blue, red and white has
meaning very significant behind it namely continuous
commitment to their customers. The logo was created in 1966.
The letters C and arrows on both sides: Derived from C
Carrefour and arrows on both sides, which represent customers
come from all directions and meeting at Carrefour. Carrefour in
China, with the meaning "Every family Happy", reflecting the
core values of Carrefour.
3. Commitment of Carrefour
a. There's more we replace 10x, all 10 times the replacement can
only be carried in the cashier section Information Center.
Requirements or less assurance procedures are as follows:
1) Replacement only valid on the same day at the time of
purchase.
2) One customer (and the family) can claim only one time in
one week.
3) Comparison of the difference can only be done for
modern outlets within a maximum of 2 km from
Carrefour where you claim and does not apply to
purchases in traditional markets or small shops.
4) Applies only to products daily necessities (grocery) and
fresh products, except department Bakery and Salad Bar.
61
5) The price difference will be replaced by 10-fold.
Customers must show the receipt Carrefour and other
modern outlet shopping receipt on the same day.
6) For sale price competitors, claims will only be enforced
replacement of 1-fold difference.
7) Claims can only be made for a maximum of 5 different
types of goods and every kind maximum of 1 unit or 1 kg,
the maximum refund value of Rp100.000.00 expenditure
of each receipt.
8) The repayment of this price difference can be done after
the customer fill out and return the form in the section
Information Center, carrying and showing goods
purchased complete with shopping receipts Carrefour and
other modern outlet shopping receipt, a receipt only for
one claim
b. Free Parking
Get free parking for the first 1 hour for customers Carrefour
(except Carrefour Denpasar), with the shopping receipts (with a
minimum expenditure for two-wheeled vehicles or four) along
with your parking ticket to the Information or Customer Service.
Most of our stores fully implement free parking for customers
Carrefour.
c. Free Shipping
62
Carrefour provides service free shipping for purchases of
electronic goods (appliance) provided as follows:
1) Every purchase of TVs > 25", Refrigerator or Freezers >
100lt, Washing Machine, and standing Stove (Gas Stand).
2) In the area of 20 km from the shop.
d. Simple Rounding
Carrefour appreciate every rupiah value you:
1) For each transaction payments in cash debit, cashier we
will do the rounding of the total expenditure of
customers, making sure every customer get the money
back properly.
2) The rounding system is only valid for payments in cash,
not a Credit Card or Debit Card.
e. Dissatisfied We Buy Back
Requirements or procedures are not satisfied we buy back, is as
follows:
1) Customer must show original receipt Carrefour.
2) Items returned must be still in the original packaging and
complete as at the time of purchase.
3) The return of goods is not more than 15 days from the
date of purchase. Except for the goods fresh (fresh and
perishable), payback period of no more than 3 days, and
will only be returned in the form of cash rather than
63
goods.
4) Exchange and cancellation can be done in all Carrefour
in Indonesia. Underwear, Swimwear and HP cannot be
returned or exchanged.
4. Carrefour Shopping Card
Carrefour shopping card that has three functions at once very useful
for consumers, these functions are:
a. Installment Loan function
Can repay up to 24 months of all the shopping areas with a
minimum transaction of Rp 250.000.00 including grocery
shopping day at every cash register grocery market Carrefour,
followers are very competitive.
b. Function of Credit Derivatives
Can repay electronic items, home appliances, furniture and
mobile phones throughout grocery market Carrefour and other
stores at the outlet of credit resources, special transactions in
Carrefour with a lower interest rate compared to other shops.
c. Credit Card Functionality
Can use the Carrefour Shopping Card in over 30 million places
to shop in Indonesia and abroad, and can be used to withdraw
cash from 820,000 ATMs installed Master Card logo.
5. Organizational Structure Carrefour
The organizational structure of Carrefour used are shaped line
64
and staff, which is where power and responsibility are at the highest
leadership is chief executive of Carrefour, the President is in charge
of five departments include: Marketing Department, Production
Department, Purchasing Department, Personal Department and
Administration or Finance Department. President Director also serves
as the Board of Directors who have members of as many as seven
people, was also helped by the Board of Commissioners as many as
five people, all of these are members of the management Committee.
The division of labor authority and responsibility Carrefour is
as follows:
a. BOC (Board of Commissioner)
The Board of Commissioners is the governing body investor
in Carrefour. The tasks of the Board of Directors are as
follows:
1) Choose the highest executives, change the composition
of the company's capital and determine the fundamental
objectives of the company
2) Provide advice and counsel to the President
3) Review the program and the management report
4) Justifying the decisions taken by the President which
must be approved by the Board of Commissioners
b. Preside Director
President has the duty and responsibility as follows:
65
1) Determine the company's general discretion either into
or out
2) Coordinate all activities of the company
3) Leading and directing the company in achieving
corporate goals
4) Responsible for the company's operations and report the
results of operations of the company at the AGM
c. Department Development Products the duties are as follows:
1) Determine the type of product out, both technically and
visually
2) Determine the quality of materials, labor, and packing
3) Solve the problems and complaints of subscriptions to
the procurement of products that will be produced
4) Create and assign samples to be produced
d. Department of Marketing
This department is supervised Retail Division Manager, Store
Operations Manager, Whole Sale Manager Merchandising and
Advertising Manager. The task of the marketing department is
as follows:
1) Management of marketing for all products
2) Hold a promotion and advertising efforts in improving
product marketing
3) Plan a schedule direct marketing, market research
66
product development and distribution plan
4) Provide a description of the global trend, and all kinds
of goods on the market
e. Technical or Production
The Department is in charge of the Technical Advisor,
Rubber, Factory Manager, Leather Factory and Product
Efficiency Manager. The duties are as follows:
1) Perform repairs, maintenance on machinery and
warehouse
2) Maintaining standards of production quality
3) Responsible for the employees working in the
production process and the use of materials
4) Responsible for the smooth running of the whole
production process
f. The Personnel Department
This department oversees the Industrial, Relations Manager,
Security Manager, Fire or Safety Manager, in charge and
responsible for:
1) The issue of employment following the work
planning, recruitment follow the work planning,
education, development, placement and termination
of employment
2) Conducting negotiations and contract work
67
3) Provide a guarantee of health, safety and welfare
employees
4) Keeping the incoming and outgoing employees and
conduct public policy on payroll
5) Hold working relationships with industrial
companies, both the provision of assistance and
cooperation in the production and procurement of
goods
g. Purchasing Department
This department oversees the Local Purchasing Manager
Purchasing and Imports. The duties are as follows:
1) Make a purchase of a product and set the raw
material supply of raw materials, equipment
administration and operational services firm that
production runs as it should
2) Conduct an economical purchase of any money spent
for the benefit of the company
3) Preparation of realization reports purchasing,
inventory and pricing information to the calculation
department.
4) Department of Finance and Accounting
This department oversees Catting Manager,
Accounting Manager, Payroll, Electrical, Data Processing
68
Manager EDP, Controller, Auditor, Company Tack and the
Share Registry Manager. As for the duties as follows:
a) Securing the corporate property
b) Organize and manage the company's cash resources
c) Manage the collection of accounts receivable and
related legal cases such as fraud
d) Coordination standardization and administrative
procedures
B. Discussion of Results Questionnaire
1. Validity and Reliability Test Results
Validity is a measurement that indicates the level of accuracy
of an instrument the size of the concepts studied (Suharso, 2009:108).
In order to obtain primary data researchers distributing questionnaires
to the respondents who shopped at Carrefour Lebak Bulus. A valid
point statement said if the value of each item statement or r value is
positive and greater than r table. In the test a try out 30 respondents,
the researchers used the formula df = n – 2, so 30 – 2 = 28 and found
to be 0,361 as the value of r table.
While the reliability test is used to test the consistency of the
data within a certain period, namely to determine the extent of
measurement used can be trusted or relied upon. These variables
Cronbach Alpha said its own values > 0,70 which means that the
instrument can be used as a reliable data collection is relatively
69
coefficient measurement results if performed repeated measurements.
Reliability test aims to see consistency (Ghozali, 2011:48).
Before the questionnaire was distributed to 100 respondents,
the researchers did try out or pre-survey of 30 respondents to give a
questions 33 to test the validity and reliability of the entire statement.
Here are the results of validity and reliability in the variable service
quality research, sales promotion, customer satisfaction and customer
loyalty.
70
Table 4.1
Try Out Validity Test Results
Questions Calculated Value Table Value Describe
Service Quality (X1)
Service Quality 1 0,782 0,361 Valid
Service Quality 2 0,790 0,361 Valid
Service Quality 3 0,655 0,361 Valid
Service Quality 4 0,871 0,361 Valid
Service Quality 5 0,872 0,361 Valid
Service Quality 6 0,617 0,361 Valid
Service Quality 7 0,782 0,361 Valid
Service Quality 8 0,463 0,361 Valid
Service Quality 9 0,649 0,361 Valid
Service Quality 10 0,767 0,361 Valid
Service Quality 11 0,570 0,361 Valid
Service Quality 12 0,570 0,361 Valid
Service Quality 13 0,872 0,361 Valid
Service Quality 14 0,458 0,361 Valid
Service Quality 15 0,537 0,361 Valid
Sales Promotion (X2)
Sales Promotion 1 0,810 0,361 Valid
Sales Promotion 2 0,760 0,361 Valid
Sales Promotion 3 0,760 0,361 Valid
Sales Promotion 4 0,818 0,361 Valid
Sales Promotion 5 0,807 0,361 Valid
Sales Promotion 6 0,763 0,361 Valid
Sales Promotion 7 0,698 0,361 Valid
Sales Promotion 8 0,810 0,361 Valid
71
Questions Calculated Value Table Value Describe
Customer Satisfaction (X3)
Customer Satisfaction 1 0,731 0,361 Valid
Customer Satisfaction 2 0,892 0,361 Valid
Customer Satisfaction 3 0,647 0,361 Valid
Customer Satisfaction 4 0,927 0,361 Valid
Customer Satisfaction 5 0,905 0,361 Valid
Customer Satisfaction 6 0,826 0,361 Valid
Customer Loyalty (Y)
Customer Loyalty 0,800 0,361 Valid
Customer Loyalty 0,911 0,361 Valid
Customer Loyalty 0,912 0,361 Valid
Customer Loyalty 0,833 0,361 Valid
Source: SPSS primary data have been processed, 2016
Results try out table 4.1 shows that of 33 items a questioner
given to the 30 respondents has a value of r value greater than r table
0,361, which means all items declared invalid statement. To test
reliability was found the following results:
Table 4.2
Results Try Out Test Reliability
Variable Cronbach’s Alpha N of item Information
Service Quality 0,920 15 Reliability
Sales Promotion 0,907 8 Reliability
Customer Satisfaction 0,902 6 Reliability
Customer Loyalty 0,887 4 Reliability
Source: SPSS primary data have been processed, 2016
72
Based on table 4.3 above all the variables, service quality, sales
promotion, customer satisfaction and customer loyalty has a
Cronbach's Alpha values above 0,70 then all variables expressed
reliable.
2. Descriptive Respondents
Respondents in this study is that customers who shopped at
Carrefour Lebak Bulus. The number of customers who have been
selected as respondents as many as 100 people with characteristics
based on gender, age, education level, and income. The demographic
characteristics of the respondent‘s classification can be described as
follows:
a. Respondents by Gender
Table 4.3 Respondents by Gender
Gender Frequency Percentage
Male 22 22%
Female 78 78%
Total 100 100%
Source: SPSS primary data have been processed, 2016
From table 4.3 above it is known that the 100 respondents who
shopped at Carrefour Lebak Bulus consists of 22 people or 22%
are male respondents and 78 or 78% are female respondents.
73
b. Respondents by Age:
Table 4.4
Respondents by Age
Age Frequency Percentage
< 18 years 0 1%
18-25 years 35 35%
25-30 years 40 40%
>30 years 25 25%
Total 100 100%
Source: SPSS primary data have been processed, 2016
From table 4.4 above is known that respondents who shopped
at Carrefour Lebak Bulus consists of 0 people or 0% of
respondents aged < 18 years, 35 people or 35% of respondents
aged 18 - ˂ 25 years, 40 people or 40% of respondents aged 25 -
30 years and 25 or 25% of respondents aged > 30 years.
74
c. Respondents by Education
Table 4.5
Respondents by Education
Education Frequency Percentage
Elementary 0 0%
Junior High 0 0%
Senior High 0 0%
Academy (D1/D2/D3) 13 13%
S1 74 74%
S2 7 7%
S3 6 6%
Total 100 100%
Source: SPSS primary data have been processed, 2016
From table 4.5 above it is known that the 100 respondents who
shopped at Carrefour Lebak Bulus consisting of 0 votes, or 0% of
respondents to the level of elementary, 0 votes, or 0% of
respondents with a level of junior high, 0 people or 0% of
respondents with the level of senior high, 13 or 13% of respondents
with education level Academy (D1/D2/D3), 74 people or 74% of
respondents with education level S1, 7 people or 7% of
respondents with education level S2 and 6 votes or 6% of
respondents with education level S3.
75
d. Respondent by Income
Table 4.6
Respondent Income per Month
Income per month Frequency Percentage
< Rp 1.000.000 3 3 %
Rp 1.000.000 – Rp 3.000.000 35 35%
Rp 3.000.001 – Rp 5.000.000 32 32%
Rp 5.000.001 – Rp 10.000.000 17 17%
> Rp 10.000.000 11 11%
Total 100 100%
Source: SPSS primary data have been processed, 2016
From table 4.6 above it is known that the 100 respondents who
shopped at Carrefour Lebak Bulus, consisting of 3 people or 3% of
respondents income < Rp. 1.000.000, 35 people or 35% of
respondents income is Rp. 1.000.000 – Rp. 3.000.000, 32 people or
32% of respondents income is Rp. 3.000.001 – Rp. 5.000.000, 17
people or 17% of respondents income is Rp. 5.000.001 – Rp.
10.000.000 and 11 people or 11% of respondents income > Rp.
10.000.000.
C. Descriptive Analysis
In order to know the opinion given by 100 respondents in each variable
service quality, sales promotion, customer satisfaction and customer
loyalty then analyzed descriptions of the results the percentage of
respondents to 33 the following statement question:
76
1. Descriptive Service Quality (X1)
In studies Service Quality (X1) used 15 point questionnaires to
measure the quality of services, namely:
Table 4.7
Carrefour Physical Appearance is Good
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 4 4%
Neutral 14 14%
Agree 52 52%
Strongly Agree 30 30%
Total 100 100%
Source: Primary data Processed 2016
From table 4.7 above explains that 30 or 30 % of
respondents stated strongly agree, 52 or 52 % of respondents
agreed, 14 or 14 % of respondents expressed a neutral, 4 or 4% of
respondent disagreed and 0 or 0 % of respondents stated strongly
disagree with the statement that Carrefour physical appearance is
good.
77
Tabel 4.8
Provided in Carrefour is Complete Enough (Such as shopping Bags and Trolley)
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 6 6%
Neutral 10 10%
Agree 53 53%
Strongly Agree 31 31%
Total 100 100%
Source: Primary data Processed 2016
From table 4.8 above explains that 31 or 31 % of
respondents stated strongly agree, 53 or 53% of respondents
agreed, 10 or 10% of respondents expressed a neutral, 6 or 6% of
respondents disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that the equipment provided in
Carrefour complete enough (such as shopping bags, trolley).
78
Tabel 4.9
Employees in Carrefour Dressed Well
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 3 3%
Neutral 16 16%
Agree 53 53%
Strongly Agree 28 28%
Total 100 100%
Source: Primary data Processed 2016
From table 4.9 above explains that 28 or 28% of
respondents stated strongly agree, 53 or 53 % of respondents
agreed, 16 or 16% of respondents expressed a neutral, 3 or 3% of
respondents disagreed and 0 or 0% of respondents stated strongly
disagrees with the statement that employees in Carrefour dressed
well.
Tabel 4.10
Carrefour Employees are Able to Communicate Information Well
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 4 4%
Neutral 11 11%
Agree 54 54%
Strongly Agree 31 31%
Total 100 100%
Source: Primary data Processed 2016
79
From the table above 4.10 explain that 31 or 31% of
respondents stated strongly agree, 54 or 54% of respondents
agreed, 11 or 11% of respondents expressed a neutral, 5 or 5% of
respondents disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that Carrefour employees are able to
communicate information well.
Tabel 4.11
Carrefour to Provide Services According to the Promised
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 4 4%
Neutral 10 10%
Agree 58 58%
Strongly Agree 28 28%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.11 explain that 28 or 28% of
respondents stated strongly agree, 58 or 58% of respondents
agreed, 10 or 10% of respondents expressed a neutral, 4 or 4% of
respondents disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that Carrefour to provide services
according to the promised.
80
Tabel 4.12
Carrefour Employees Willing to Help Customers Well
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 3 3%
Agree 60 60%
Strongly Agree 37 37%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.12 explain that 37 or 37% of respondents
stated strongly agree, 60 or 60% of respondents agreed, 3 or 3% of
respondents expressed a neutral, 0 or 0% of respondents disagreed and
0 or 0% of respondents stated strongly disagree with the statement that
Carrefour employees willing to help customers well.
Tabel 4.13
Carrefour Employees Assist Customers Well
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 2 2%
Neutral 6 6%
Agree 58 58%
Strongly Agree 34 34%
Total 100 100%
Source: Primary data Processed 2016
81
From the table above 4.13 explain that 34 or 34% of
respondents stated strongly agree, 58 or 58% of respondents
agreed, 6 or 6% of respondents expressed a neutral, 2 or 2% of
respondents disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that Carrefour employees assist
customers well.
Tabel 4.14
Carrefour Service is Trustworthy
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 5 5%
Agree 57 57%
Strongly Agree 38 38%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.14 explain that 38 or 38% of
respondents stated strongly agree, 57 or 57 % of respondents
agreed, 5 or 5% of respondents expressed a neutral, 0 or 0% of
respondents disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that service at Carrefour is trusted.
82
Tabel 4.15
Employees in Carrefour Serve with Honest
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 7 7%
Agree 52 52%
Strongly Agree 41 41%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.15 explain that 41 or 41% of
respondents stated strongly agree, 52 or 52% of respondents
agreed, 7 or 7 % of respondents expressed a neutral, 0 or 0% of
respondents disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that the employees in Carrefour serve
with honest.
Tabel 4.16
Shopping in Carrefour is Safe (From Pickpocketing)
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 5 5%
Agree 50 50%
Strongly Agree 45 45%
Total 100 100%
Source: Primary data Processed 2016
83
From the table above 4.16 explain that 45 or 45% of
respondents stated strongly agree, 50 or 50% of respondents
agreed, 5 or 5% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagrees with the statement that Shopping in Carrefour is safe
(from pickpocketing).
Tabel 4.17
Carrefour Employees Serve with Competent
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 1 1%
Neutral 1 1%
Agree 57 57%
Strongly Agree 41 41%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.17 explain that 41 or 41% of
respondents stated strongly agree, 57 or 57 % of respondents
agreed, 1 or 1% of respondents expressed a neutral, 0 or 0%
respondents disagreed and 0 or 0 % of respondents stated strongly
disagree with the statement that Carrefour employees serve
competently.
84
Table 4.18 Carrefour Employees are Polite
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 1 1%
Neutral 0 0%
Agree 60 60%
Strongly Agree 39 39%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.18 explain that 39 or 39% of respondents
stated strongly agree, 60 or 60 % of respondents agreed, 0 or 0% of
respondents expressed a neutral, 1 or 1% of respondent disagreed and
0 or 0% of respondents stated strongly disagree with the statement
that Carrefour employees are polite.
85
Tabel 4.19
Carrefour Lebak Bulus Easy to Access
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 2 2%
Neutral 4 4%
Agree 58 58%
Strongly Agree 36 36%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.19 explain that 36 or 36% of respondents
stated strongly agree, 58 or 58% of respondents agreed, 4 or 4% of
respondents expressed a neutral, 2 or 2% of respondent disagreed and
0 or 0% of respondents stated strongly disagree with the statement
that Carrefour Lebak Bulus easy to access.
Tabel 4.20
Carrefour Employees are Able to Communicate Well
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 2 2%
Agree 62 62%
Strongly Agree 36 36%
Total 100 100%
Source: Primary data Processed 2016
86
From the table above 4.20 explain that 36 or 36% of respondents
stated strongly agree, 62 or 62% of respondents agreed, 2 or 2% of
respondents expressed a neutral, 0 or 0% of respondent disagreed and
0 or 0% of respondents stated strongly disagree with the statement
that Carrefour employees are able to communicate well.
Tabel 4.21
Carrefour is Able to Understand Consumers Needs
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 3 3%
Agree 56 56%
Strongly Agree 41 41%
Total 100 10%
Source: Primary data Processed 2016
From the table above 4.21 explain that 41 or 41% of
respondents stated strongly agree, 56 or 56% of respondents
agreed, 0 or 0% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that Carrefour is able to understand
consumer‘s needs.
2. Descriptive Sales Promotion (X2)
In studies Sales Promotion (X2) was used 8 of the questions
to measure the quality of services, namely:
87
Tabel 4.22
Product Samples were Distributed in Carrefour Attract Consumers to Try
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 2 2%
Agree 57 57%
Strongly Agree 41 41%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.22 explain that 41 or 41% of
respondents stated strongly agree, 57 or 57% of respondents
agreed, 2 or 2% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that product samples were distributed
in Carrefour attract consumers to try.
88
Tabel 4.23
Coupon or Stamp that Consumers collect for Getting Discount is Attracted Enough to Consumer
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 1 1%
Agree 60 60%
Strongly Agree 39 39%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.23 explain that 39 or 39% of
respondents stated strongly agree, 60 or 60% of respondents
agreed, 1 or 1% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that Coupon or stamp that consumers
collect for getting discount is attracted enough to consumer.
Tabel 4.24
The Discounts that Carrefour Gave is Attracted the Consumer
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 1 1%
Agree 65 65%
Strongly Agree 34 34%
Total 100 100%
Source: Primary data Processed 2016
89
From the table above 4.24 explain that 34 or 34% of
respondents stated strongly agree, 65 or 65% of respondents
agreed, 1 or 1% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that discounts that Carrefour gave is
attracted the consumer.
Table 4.25
Gift or Buy One Get One Program Carrefour is Interesting
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 2 2%
Agree 62 62%
Strongly Agree 36 36%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.25 explain that 36 or 36% of
respondents stated strongly agree, 62 or 62% of respondents
agreed, 2 or 2% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that gift or buy one get one program
Carrefour is interesting.
90
Tabel 4.26
Product Discounts on Display in Carrefour is Interesting
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 1 1%
Neutral 0 0%
Agree 59 59%
Strongly Agree 40 40%
Total 100 100%
Source: Primary data Processed 2016
The table above 4.26 explain explain that 40 or 40% of respondents
stated strongly agree, 59 or 59% of respondents agreed, 0 or 0% of
respondents expressed a neutral, 1 or 1% of respondent disagreed and
0 or 0% of respondents stated strongly disagree with the statement
that discounts product on display in Carrefour is interesting.
Tabel 4.27
Midnight Sale Program and Promo End-month is Interesting
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 1 1%
Neutral 1 1%
Agree 54 54%
Strongly Agree 44 44%
Total 100 100%
Source: Primary data Processed 2016
91
From the table above 4.27 explain that 44 or 44% of
respondents stated strongly agree, 54 or 54% of respondents
agreed, 1 or 1% of respondents expressed a neutral, 1 or 1% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that statement that the midnight sale
program and promo end-month is interesting.
Tabel 4.28
Carrefour CSR Programs that Give Discount to SMEs Product
is Interesting
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 1 1%
Agree 57 57%
Strongly Agree 42 42%
Total 100 %
Source: Primary data Processed 2016
From the table above 4.28 explain that 42 or 42% of
respondents stated strongly agree, 57 or 57% of respondents
agreed, 1 or 1% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that Carrefour CSR programs that give
discount to SMEs product is interesting.
92
Tabel 4.29
Discount 10% with Credit Card Mega Bank Profitable
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 9 9%
Agree 51 51%
Strongly Agree 40 40%
Total 100 %
Source: Primary data Processed 2016
The table above 4.29 explain that 40 or 40% of respondents
stated strongly agree, 51 or 51% of respondents agreed, 9 or 9% of
respondents expressed a neutral, 0 or 0% of respondent disagreed
and 0 or 0% of respondents stated strongly disagree with the
statement that Discount 10 % with credit card bank mega
profitable.
3. Descriptive Customer Satisfaction (X3)
In the study Customer Satisfaction (X3) used six of the
questions to measure the quality of services, namely:
93
Table 4.30
I feel Satisfied with the Products that Carrefour Offered
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 1 1%
Neutral 15 15%
Agree 56 56%
Strongly Agree 28 28%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.30 explain that 28 or 28% of
respondents stated strongly agree, 56 or 56% of respondents
agreed, 15 or 15% of respondents expressed a neutral, 1 or 1% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that I feel satisfied with the products
that Carrefour offered.
94
Table 4.31
I feel Satisfied with the Benefits Provided in Carrefour while Shopping
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 2 2%
Neutral 10 10%
Agree 56 56%
Strongly Agree 32 32%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.31 explain that 32 or 32% of
respondents stated strongly agree, 56 or 568% of respondents
agreed, 10 or 10% of respondents expressed a neutral, 2 or 2% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that benefits provided in Carrefour
while shopping.
95
Table 4.32 I feel Satisfied that Carrefour Products are Suitable
with the Price.
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 1 1%
Neutral 8 8%
Agree 54 54%
Strongly Agree 37 37%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.32 explain that 37 or 37% of
respondents stated strongly agree, 54 or 584% of respondents
agreed, 8 or 8% of respondents expressed a neutral, 1 or 1% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that i feel satisfied that Carrefour
products are suitable with the price.
96
Table 4.33
Products that I Bought Meet My Expectation
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 10 10%
Agree 50 50%
Strongly Agree 40 40%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.33 explain that 40 or 40% of respondents
stated strongly agree, 50 or 50% of respondents agreed, 10 or 10% of
respondents expressed a neutral, 0 or 0% of respondent disagreed and
0 or 0% of respondents stated strongly disagree with the statement
that products that I bought meet my expectation.
97
Table 4.34
The Product Quality that Carrefour Offers is in Appropriate as I Expected
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 12 12%
Agree 58 58%
Strongly Agree 30 30%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.34 explain that 30 or 30% of respondents
stated strongly agree, 58 or 58% of respondents agreed, 12 or 12% of
respondents expressed a neutral, 0 or 0% of respondent disagreed and
0 or 0% of respondents stated strongly disagree with the statement
that product quality that Carrefour offers is in appropriate as i
expected.
98
Table 4.35 I Feel Satisfied with the Services that Carrefour
Provide
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 7 7%
Agree 62 62%
Strongly Agree 31 31%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.35 explain that 31 or 31% of
respondents stated strongly agree, 62 or 62% of respondents
agreed, 7 or 7% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that i am satisfied with the services
provided while shopping at Carrefour.
4. Descriptive Customer Loyalty (Y)
In a study of customer loyalty (Y) is used four of the
questions to measure the quality of services, namely:
99
Table 4.36 I am Willing to Make a Repeat Purchases in
Carrefour
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 0 0%
Agree 58 58%
Strongly Agree 42 42%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.36 explain that 42 or 42% of
respondents stated strongly agree, 58 or 58% of respondents
agreed, 0 or 0% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that i am willing to make a repeat
purchases in Carrefour.
100
Table 4.37 I am Willing to Shop More Products in Carrefour
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 0 0%
Agree 57 57%
Strongly Agree 43 43%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.37 explain that 43 or 43% of
respondents stated strongly agree, 57 or 57% of respondents
agreed, 0 or 0% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that i am willing to shop more products
in Carrefour.
101
Table 4.38 I am Willing to Tell Positive Things about Carrefour
to Friends or Collage
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 0 0%
Agree 54 54%
Strongly Agree 46 46%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.38 explain that 46 or 46% of
respondents stated strongly agree, 54 or 54% of respondents
agreed, 0 or 0% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that I am willing to tell positive things
about Carrefour to friends or collage.
102
Table 4.39 I am Willing to Recommend to Others to Shop at
Carrefour
Answer Frequency Percent
Strongly Disagree 0 0%
Disagree 0 0%
Neutral 1 1%
Agree 51 51%
Strongly Agree 48 48%
Total 100 100%
Source: Primary data Processed 2016
From the table above 4.39 explain that 48 or 48% of
respondents stated strongly agree, 51 or 51% of respondents
agreed, 1 or 1% of respondents expressed a neutral, 0 or 0% of
respondent disagreed and 0 or 0% of respondents stated strongly
disagree with the statement that I am willing to recommend to
others to shop at Carrefour.
D. Classical Assumption Test Results
1. Data Normality Test Results
Normality test aims to test whether the regression model or
residual confounding variables have a normal distribution. The
regression model was good and decent distribution of the data used
is normal or near normal (Ghozali, 2011:160).
103
Figure 4.2
Normality Test Results in Graph
Source: SPSS output the results of the primary data that have been
processed, 2016
Based on the analysis of data in figure 4.2 above the normal
curve p-plot, it can be concluded that the normal curve p-plots seen
point spread around the diagonal line and distribution is too far or
wide. Means of this curve indicates that the corresponding
regression model assumptions of normality and fit for use.
In addition to researchers test chart also complete normality
test with statistical tests. One of the statistical tests that can be used
to test the residual normality is a non-parametric statistical test
Kolmogrov-Smirnov (K-S) (Ghozali, 2011:164).
104
By hypothesis:
a. Make a hypothesis describing sentence:
H0 = Samples derived from data or population v normally
distributed.
Ha = Samples derived from data or populations that are not
normally distributed.
b. Rule testing
If the probability (sig) > 0,05 then Ho is accepted
If the probability (sig) < 0,05 then Ho is rejected
c. Decision
Normal distribution of data
Table 4.40 Normality Test Results in Statistics
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N 100
Normal Parametersa,b
Mean 0E-7
Std. Deviation
1.18011892
Most Extreme Differences
Absolute .096
Positive .096
Negative -.062
Kolmogorov-Smirnov Z .956
Asymp. Sig. (2-tailed) .320
a. Test distribution is Normal.
b. Calculated from data.
Source: SPSS output the results of the primary data that have been processed, 2016
105
According to the table 4.40 the value of the Kolmogorov -
Smirnov test was 0,956 so it can be seen that the value
unstandardized residual value Asymp. Sig > 0,05 and this means
that data is distributed normally.
2. Test Results Multicollinearity
Multicollinearity test aims to test whether the regression
model found a correlation between the independent variables.
Good model should not happen correlation between independent
variables and not orthogonal or correlation values between the
members of the independent variables equal to zero. Can also be
seen from the value of tolerance and Variance Inflation Factor
(VIF), tolerance values above magnitude 0.1 and VIF values below
10 indicate that there is no multicollinearity in the independent
variable (Ghozali, 2011:95). VIF test results from the regression
model can be seen in the following table:
106
Tabel 4.41 Test Results Multicollinearity
Coefficientsa
Model Collinearity Statistics
Tolerance VIF
1
(Constant)
x1 .619 1.614
x2 .805 1.243
x3 .636 1.572
a. Dependent Variable: Y
Source: SPSS output the results of the primary data that have been processed, 2016
Based on the results of test results table 4.41 Variance
Inflation Factor (VIF) of each independent variable has a VIF < 10
and Tolerance > 0,1 i.e for service quality variable (X1) of 1,614
and 0,619, for the variable sales promotion (X2) 1,243 and 0,619
and for customer satisfaction variables (X3) 1,572 and 0,636. It can
be stated linear regression models are not multicollinearity between
the dependent variable with other independent variables that can be
used in this study.
3. Test Results Heteroskedastity
Heteroskedastity test aims to test whether the regression
occurred inequality residual variance from one observation to
another. Heteroskedastity shows that variation of the variable is not
the same for all observations. In heteroskedastity errors that occur
are not random but show the systematic relationship in accordance
with the amount of one or more variables.
107
Test heteroskedastity in graph (Scatterplot) detection of the
presence or absence of heteroskedasticity can be done by looking
whether there is a specific pattern on a scatterplot graph between
SREID and ZPREID wherein Y is the Y axis is predictable, and the
X axis is the residual (prediction Y - Y in fact) who have been in
student zed (Ghozali, 2011:125-126).
Based on the results of data processing, the scatterplot
results can be seen in the following figure.
Figure 4.3 Heteroskedasticity Test Results in Graph (Scatterplot)
Source: SPSS output the results of the primary data that have been processed, 2016
From the scatterplot graph in the image above can be seen
that the dots randomly spread, and spread on top and below zero on
the Y axis It can be concluded that there is no heteroskedasticity in
regression models (Ghozali, 2011:107).
108
E. Hypothesis Test Results
Hypothesis testing is used to determine the presence or absence of
influence between the independent variable on the dependent variable,
while the test results are as follows:
1. Partial Test Results Significance (t test)
T statistical test indicates how far the influence of the independent
explanatory variables individually or in explaining the variation of the
dependent variable that is used to determine whether or not the effect
of each independent variable on the dependent variable individually
tested at the 0,05 level (Ghozali, 2011: 84)
Hypothesis testing is partially intended to determine whether or not
the partial influence of independent variables on the dependent
variable. Results hypothesis in this test is as follows:
Table 4.42 Partial Test Results Significance (t test)
Model t Sig.
1
(Constant) 4.527 .000
x1 2.004 .048
x2 2.433 .017
x3 2.013 .047
Source: SPSS output the results of the primary data that have been processed, 2016
Based on t test results table above to determine the influence of
each independent variable partial (individual) on the dependent
variable is as follows:
109
a. Effect of Variable Service Quality (X1) to Customer Loyalty (Y)
In Table 4.42 t-test, service quality variable (X1) to
customer loyalty (Y) showed a significant value 0,048 < 0,05,
Because sig. < a, it can be concluded that there is significant
influence between service quality on customer loyalty received
(Ha accepted and Ho rejected), meaning that partially a significant
influence between service quality on customer loyalty.
So the results of the above analysis show that the effect on
the variables of service quality on customer loyalty Carrefour
Lebak Bulus. This is consistent with previous studies conducted
by Pin-Fenn Choua, Chin-Shan Lub and Yu-Hern Changc 2015,
entitled "Effects of service quality and customer satisfaction on
customer loyalty in high-speed rail services in Taiwan", the results
indicate that the service quality significant effect on customer
loyalty.
b. Effect of Variable Sales Promotion (X2) on Customer Loyalty (Y)
In Table 4.42 t-test, the variable sales promotion (X2) on
customer loyalty (Y) shows significant value 0,017 < 0,05,
Because sig. < a, it can be concluded that there is significant
influence between sales promotion to customer loyalty received
(Ha accepted and Ho rejected), meaning that partially a significant
influence between the sales promotion on customer loyalty.
110
So the results of the above analysis show that the variable
sales promotion effect on customer loyalty Carrefour Lebak Bulus.
This is consistent with previous studies conducted by Rashid
Saheed, Fareeha Nisar, Rab Nawaz Lodhi, Moeed Ahmad and
Hafiz Muhammad Arshad in 2013, entitled "Impact of Sales
Promotion on the Consumer Loyalty in the Telecommunication
Industry in Pakistan", the results show that sales promotion
significant effect on customer loyalty.
c. Effect of Variable Customer Satisfaction (X2) on Customer
Loyalty (Y)
In Table 4.42 t-test, the variable customer satisfaction (X2)
on customer loyalty (Y) shows significant value 0,047 < 0,05,
Because sig. < a, it can be concluded that there is significant
influence between customer satisfaction to customer loyalty
received (Ha accepted and Ho rejected), meaning that partially a
significant influence between customer satisfaction on customer
loyalty.
So the results of the above analysis show that the variables
affect the customer satisfaction on customer loyalty Carrefour
Lebak Bulus. This is consistent with previous studies conducted by
Mohd Remie Mohd Johan, Noor Anida Zaria Mohd Noor,
Nurhidayah Bahar, Liu May Yan and Low Hwei Ping 2015,
entitled "Impact of Service Quality on Customer Satisfaction and
111
Customer Loyalty: Evidence from Banking sector", the results
show that customer satisfaction significant effect on customer
loyalty.
2. Significance Simultaneous Test Results (Test F)
The statistical test F indicates whether all the independent variables
or smoking are included in the model have influence together on the
dependent variable, or tied. F statistical test used to determine all the
effects of the independent variables are tested at a significant level of
0,6 (Ghozali, 2011:158). The result of a simultaneous significant
coefficient can be seen in the following table:
Table 4.43 Simultaneous Significance Test Results (Test F)
ANOVAa
Model F Sig.
1
Regression 12.831 .000b
Residual
Total
a. Dependent Variable: y
b. Predictors: (Constant), x3, x2, x1
Source: SPSS output the results of the primary data that have been processed, 2016
F count earned 12,831 with a significance level of 0,000 for a
significance level of less than 0,05, the regression model can be used
for purchase decision variable. In other words it can be said that the
variable service quality, sales promotion and customer satisfaction
112
together (simultaneously) significantly affect the variable buying
interest.
F. Results of Multiple Linear Regression Analysis
The analysis technique used in this research is multiple linear
regression analysis. Multiple linear regression analysis was used as
statistical analysis tools for the study was designed to examine the
variables that influence of the independent variable on the dependent
variable in which the variables used in this study is more than one. This
study was followed by testing the model significance and interpretation
of the regression model.
Tabel 4.44 Results of Multiple Linear Regression Analysis
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
B Std. Error Beta
1
(Constan) 7.675 1.695 4.527 .000
x1 .056 .028 .220 2.004 .048
x2 .110 .045 .234 2.433 .017
x3 .105 .052 .218 2.013 .047
Source: SPSS output the results of the primary data that have been processed, 2016
Based on the results obtained from the regression coefficients
above, it can be made a regression equation as follows:
Y = 7,675 + 0,056X1 + 0,110X2 + 0,105X3 + e
113
Where:
Y = Customer Loyalty
X1 = Service Quality
X2 = Sales Promotion
X3 = Customer Satisfaction
G. Coefficient of Determination Test Results (Adjusted R²)
The coefficient of determination (R²) aims to measure how far the
ability of independent variables (service quality, sales promotion,
customer satisfaction) in explaining the variation of the dependent
variable (buying interest). The coefficient of determination is between
zero and one. A value close to the mean is the independent variables
provide almost all the information needed to predict the dependent
variable (Ghozali, 2011: 97).
Tabel 4.45
Coefficient of Determination Test Results (Adjusted R²)
Model Summaryb
Model Adjusted R Square
1 .264
a. Predictors: (Constant), x3, x2, x1
b. Dependent Variable: y
Source: SPSS output the results of the primary data that have been processed, 2016
114
From the table above is known coefficient Adjusted R² of 0,264.
This result means that the independent variable service quality, sales
promotion and customer satisfaction at 0,264 against the dependent
variable is customer loyalty, while the remaining 73,6% (100% - 26,4%)
is explained by other variables not included in this models.
115
CHAPTER V
CONCLUSION AND IMPLICATION
A. Conclusions
Based on the results of analysis and discussion in the previous chapter
then obtained conclusions regarding, Analysis Service Quality, Sales
Promotion and Customer Satisfaction toward Customer Loyalty. These
conclusions include:
1. There is significant influence between Service Quality and Customer
Loyalty on Carrefour Lebak Bulus.
2. There is significant influence between Sales Promotion and
Customer Loyalty on Carrefour Lebak Bulus.
3. There is significant influence between Customer Satisfaction and
Customer Loyalty on Carrefour Lebak Bulus.
4. There are significant influence between Service Quality, Sales
Promotion, and Customer Satisfaction to Customer Loyalty on
Carrefour Lebak Bulus.
B. Implication
Based on the conclusions obtained in the study, then there are
various suggestions put forward by the researchers based on the results of
the study as follows:
1. In terms of service quality, Carrefour Lebak Bulus is good
enough in providing services to consumers. Based on the
Recapitulation of the value Agreed Lowest found in research
116
on the statement by the questionnaire "Shopping in Carrefour
is safe (from pickpocketing)" on table 4,16, the Researchers
suggest that the company can improve its security e.g by
installing more CCTV in every aisle and add security guards
around in the shopping areas.
2. In terms of sales promotion, Carrefour Lebak Bulus good
enough in determining the strategy to promote its products.
Based on the Recapitulation agree Lowest value found in
research on the statement by the questionnaire "Discount 10%
with credit card mega bank is profitable" on table 4,29,
companies need to increase promotion of the mega bank credit
card at Carrefour Lebak Bulus. For example, giving shopping
vouchers in Carrefour when creating the member first time.
Provide convenience when making of the card, customers no
need to fill out a form and only need to provide personal data
only, so customers do not have to wait long time of making
the card. Opened branch office (mega bank) in Carrefour
Lebak Bulus area to facilitate customers seeking more
information in making credit card
3. In terms of customer satisfaction, satisfaction it's the one
factor for a customer repurchases of the make the product.
Based on the Recapitulation agree Lowest value found in
research on the statement by the questionnaire "Products that I
117
bought meet my expectation" on table 4.33, Carrefour Lebak
should improve customer satisfaction by adjusting the
products sold with the product the most demanding customers.
By the way: do a customer survey, the survey shows about
which products should be provided Carrefour.
118
REFERENCES
Choua, Pin Fenn, Chin-Shan Lub and Yu-Hern Changc 2015, ‗Effects of service
quality and customer satisfaction on customer loyalty in high-speed rail
services in Taiwan‘, Vol. 10, No. 10, 917–945.
El Salam, Eman Mohammed Abd, Ayman Yehia Shawky and Tawfik El Nahas
2013, ‗The Impact of Corporate Image and Reputation on Service quality,
Customer Satisfaction and Customer Loyalty: Testing the Mediating Role
Case Analysis in an International Service Company‘, The Business and
Management Review, Vol 3, 2013.
Ghozali, Imam 2011, Aplikasi Analisis Multivariate dengan Program IBM SPSS
19, Edisi ke-5, Badan Penerbit Universitas Diponegoro, Semarang. Griffin,
Jill. 2009. Customer Loyalty: How to Learn It, How to Keep It. Jakarta.
Erlangga.
Johan, Mohd Remie Mohd, Noor Anida Zaria Mohd Noor, Nurhidayah Bahar, Liu
Mei Yan and Low Hwei Ping 2014, ‗Factors Affecting Customer Loyalty
Towards Airlines Industry in Malaysia: An Exploratory Analysis‘, October
2014 Vol. 6, No 6.
Khan, Mubbsher Munawar, Mariam Fasih 2014, ‗Impact of Service Quality on
Customer Satisfaction and Customer Loyalty: Evidence from Banking
Sector‘, Pakistan Journal of Commerce and Social Sciences 2014, Vol. 8
(2), 331- 354.
Kotler, Philip, dan Gary Armstrong 2014, Principles of Marketing, 15th Edition,
Global Edition, Pearson Education, London.
Kumaradeepan, V1 and Pathmini 2015 ‗A Review of Literature on Service
Strategies for Customer Satisfaction and Customer Loyalty in Store
Supermarkets‘, Journal of Management Matters Volume 2 Number 1-
September 2015.
_____, dan Kevin Lane Keller 2012, Marketing Management, 14th Edition,
Global Edition, Prentice Hall, New Jersey.
Lovelock, Christopher and Jochen Wirtz. ―Services Marketing‖. Global Edition.
Pearson, England, 2011.
Malhotra, Naresh K. 2009. Riset Pemasaran Pendekatan Terapan Jilid 1.
Jakarta:PT Index.
Omotayo, Oyeniyi 2011, ‗Sales Promotion and Consumer Loyalty: A Study of
Nigerian Tecommunication Industry‘, Journal of Competitiveness, Issue
4/2011.
119
Poku, Kofi, Mariama Zakari, and Ajara Soali 2013, ‗Impact of Service Quality on
Customer Loyalty in the Hotel Industry: An Empirical Study from Ghana‘,
International Review of Management and Business Research, Vol. 2
Issue.2.
Putri, Aditya ‗Transmart Carrefour Terima Penghargaan CSR dari Pemprov Jawa
Barat‘, 2 Maret 2016, diakses pada 17 Januari 2016
http://finance.detik.com/read/2016/03/02/150854/3155733/4/transmart-
carrefour-terima-penghargaan-csr-dari-pemprov-jawa-barat
Riduwan 2013, Rumus dan Data dalam Analisis Statistika, Alfabeta, Bandung.
Saeed, Rashid, Fareeha Nisar, Rab Nawaz Lodhi, Moeed Ahmad and Hafiz
Muhammad Arshad 2013, ‗Impact of Sales Promotion on the Consumer
Loyalty in the Telecommunication Industry in Pakistaní‘, J. Basic. Appl.
Sci. Res., 3(5)901-907, 2013, J. Basic. Appl. Sci. Res., 3(5)901-907, 2013.
Santouridis, Ilias and Panagiotis Trivellas 2010, ―Investigating the Impact of
Service Quality and Customer Satisfaction on Customer Loyalty in Mobile
Telephony in Greece‖. The TQM Journal. Vol. 22 No. 3, 2010.
Sugiyono 2013, Metode Penelitian Bisnis, Cetakan ke-12. CV. Alfabeta,
Bandung.
Tanoso, Harry ‗Di Carrefour, Setiap Minggu Harga Bisa Berubah‘, 6 oktober
2014, http://www.marketing.co.id/di-carrefour-setiap-minggu-harga-bisa-
berubah/
Thakur, Satendra, and DR. A. P Singh. ‗Brand Image, Customer Satisfaction and
Loyalty Intention: A Study in the Context of Cosmetic Product among the
People of Central India‘, International Journal, Vol.2, 2012.
Yusuf, Zainul Arifin 2011, ‗Perbandingan Kartu Kredit dan Kartu Kredit
Berbasis Syariah di Indonesia‘, Vol. III, No. 2, Juli 2011.
Zakaria , Ibhrahim, Baharom Ab. Rahman, Abdul Kadir Othman, Noor Azlina,
Mohamed Yunus, Mohd Redhuan Dzulkipli and Mohd Akmal Faiz Osman
2014, ‗The Relationship between Loyalty Program, Customer Satisfaction
and Customer Loyalty in Retail Industry: A Case Study‘, Procedia - Social
and Behavioral Sciences Vol. 129, 15 May 2014, Pages 23-30.
https://www.cermati.com/artikel/5-kartu-kredit-belanja-supermarket-terbaik
diakses pada 4 Februari 2016
http://duniaindustri.com/downloads/data-industri-minimarket-supermarket-
hypermarket-di-indonesia/ ‗Data Industri Minimarket, Supermarket,
Hypermarket di Indonesia‘, diakses pada 7 Agustus 2016
https://www.ipotnews.com/index.php?jdl=Penjualan_Carrefour_Indonesia_Turun
120
_2_93%25&level2=newsandopinion&level3=&level4=INDONESIA&ne
ws_id=316898&group_news=CLIPPING&taging_subtype=INDONESIA
&popular=&search=y&q=INDONESIA#.V6heevl97IV ‗Penjualan
Carrefour Indonesia Turun 2,93%‘, diakses pada 29 Juli 2016
http://www.teropongbisnis.com/teropong-perbankan/info-kartu-
kredit/keuntungan-menggunakan-kartu-kredit-carrefour-mega-card/
‗Keuntungan Menggunakan Kartu Kredit Carrefour Mega Card‘, diakses
pada 16 Februari 2016 diakses pada 17 Januari 2016
Www.carrefoud.co.id
121
ATTACHMENT I
QUESTIONNAIRE RESEARCH
Dear Respondent,
Herewith, I :
Nama : Dita Nahlati
NIM : 1112081100004
A student S1 International Marketing Management, Faculty of Economics
and Business Universitas Islam Negeri Syarif Hidayatullah Jakarta who was doing
research for a thesis entitled "Influence of Service Quality, Sales Promotion and
Customer Satisfaction to Customer Loyalty (Case Study on Carrefour Lebak
Bulus)". Therefore, I beg willingness you to be a responder to fill out a
questionnaire. All the information from this questionnaire are confidential. Given
the data I collected this enormous significance and influence on the results of this
study, then I ask the respondent to fill out this questionnaire honestly and
correctly. Do not forget to thank you for your willingness and support research
respondents to fill out this questionnaire.
Regards,
Dita Nahlati
122
A. Profile of Respondent
Filling Instruction: Put a check list (√ ) or a cross (X) on your answer
choice
Name : .........................................................................
1. How often do you shop at Carrefour Lebak Bulus in the last 3 months?
> 2 times. Please proceed to the next question
< 2 times. Stop, thanks for your participation
2. Do you use a Credit Card Bank Mega?
Yes
No
3. Gender : Male Female
4. Age : < 18 years 25 - 30 years
18 - < 25 years > 30 years
5. Level of Education :
Elementary
Junior High
Senior High
Academy (D1/D2/D3)
S1
S2
S3
123
6. Income per Month : Rp 1.000.000 - Rp 3.000.000
Rp 3.000.001 - Rp 5.000.000
Rp 5.000.001 - Rp 10.000.000
> Rp 10.000.000
B. Questionnaire Instruction
Choose one of the five alternative answers appropriate answers to provide a
check list ( √ ) or a cross ( X ) in one column answers provided
.
ANSWER RATING
Strongly Disagree 5
Disagree 4
Neutral 3
Agree 2
Strongly Agree 1
124
SERVICE QUALITY (X1)
No.
QUESTION / STATEMENT
RATING
SD D N A SA
Tangible
1. Carrefour physical appearance is
good (Building)
2. The equipment provided in
Carrefour is complete enough (such
as shopping bags, trolley)
3. Employees in Carrefour dressed
well
4. Carrefour employees are able to
communicate information well
Reliability
5. Carrefour to provide services
according to the promised
Responsiveness
6. Carrefour employees willing to
help customers well
7. Carrefour employees assist
customers well
Assurance
8. Carrefour service is trustworthy
9. Employees in Carrefour serve with
honest
10. Shopping in Carrefour is safe (from
pickpocketing)
11. Carrefour employees serve with
competent
12. Carrefour employees are polite
125
No.
QUESTION / STATEMENT
RATING
SD D N A SA
Empathy
13. Carrefour Lebak Bulus easy to
access
14. Carrefour employees are able to
communicate well
15. Carrefour is able to understand
consumers needs
SALES PROMOTION (X2)
No.
QUESTION / STATEMENT
RATING
SD D N A SA
Samples
16. Product samples were distributed in
Carrefour attract consumers
Coupons
17. Coupon or stamp that consumers
collect for getting discount is
attracted enough to consumer
Price Packs
18. The discounts that Carrefour gave is
attracted the consumer
Premiums
19. Gift or buy one get one program
Carrefour is interesting
Point of Purchase – POP Promotion
20. Product discounts on display in
Carrefour is interesting
126
No.
QUESTION / STATEMENT
RATING
SD D N A SA
Event Sponsorships
21a. Midnight sale program and promo
end-month is interesting
21b. Carrefour CSR programs that give
discount to SMEs product is
interesting
Loyalty Program Reward
22. Discount 10% with credit card
mega bank profitable
CUSTOMER SATISFACTION (X3)
No.
QUESTION / STATEMENT
RATING
SD D N A SA
Experiences
23. I feel satisfied with the products that
Carrefour offered
24. I feel satisfied with the benefits
provided in Carrefour while
shopping
25. I feel satisfied that Carrefour
products are suitable with the price
Expectation
26. Product that I bought meet my
expectation
27. The product quality that Carrefour
offers is in appropriate as i expected
127
No.
QUESTION / STATEMENT
RATING
SD D N A SA
Service Performance
28. The product quality that Carrefour
offers is in appropriate as i expected
CUSTOMER LOYALTY (Y)
No.
QUESTION / STATEMENT
RATING
SD D N A SA
29. I feel satisfied with the services that
Carrefour provide
30. I am willing to shop more products in
Carrefour
31. I am willing to tell positive things
about Carrefour to friends or collage
32. I am willing to recommend to others
to shop at Carrefour
128
LAMPIRAN I
KUESIONER PENELITIAN
Responden Yth,
Bersama ini, saya:
Nama : Dita Nahlati
NIM : 1112081100004
Merupakan Mahasiswi S1 Manajemen Pemasaran Internasional, Fakultas
Ekonomi dan Bisnis Universitas Islam Negeri Syarif Hidayatullah Jakarta yang
sedang melakukan penelitian untuk penulisan tugas akhir (Skripsi) yang berjudul
―Pengaruh Kualitas Jasa, Promosi Penjualan, dan Kepuasan Pelanggan
terhadap Loyalitas Pelanggan (Studi Kasus pada Carrefour Lebak Bulus)‖.
Oleh karena itu, saya mohon kesesedian Saudara/i untuk menjadi responden
dengan mengisi lembar kuesioner ini. Semua informasi dari kuesioner ini terjamin
kerahasiaannya. Mengingat data yang saya kumpulkan ini sangat besar arti dan
pengaruhnya terhadap hasil penelitian ini, maka saya mohon kepada responden
untuk mengisi kuesioner ini secara jujur dan benar. Tidak lupa saya ucapkan
terima kasih atas kesediaan dan bantuan para responden penelitian untuk mengisi
kuesioner ini.
Hormat Saya,
Dita Nahlati
129
A. Profil Responden
Petunjuk Pengisian : Berilah tanda check list (√ ) atau tanda silang (X)
pada pilihan jawaban Anda
Nama (boleh inisial) : .........................................................................
1. Berapa kali Anda berbelanja di Carrefour Lebak Bulus dalam 3 bulan terakhir?
> 2 x. Silahkan lanjutkan kepertanyaan berikutnya
< 2 x. Stop, terima kasih atas partisipasi Anda
2. apakah Anda menggunakan kartu kredit bank mega?
Ya
Tidak
3. Jenis Kelamin : Pria Wanita
4. Usia Anda saat ini : < 18 tahun 25 - 30 tahun
18 - < 25 tahun > 30 tahun
5. Tingkat pendidikan terakhir atau yang sedang Anda tempuh saat ini :
SD
SMP
SMA
Akademi (D1/D2/D3)
S1
S2
S3
130
6. Penghasilan per bulan: Rp 1.000.000 - Rp 3.000.000
Rp 3.000.001 - Rp 5.000.000
Rp 5.000.001 - Rp 10.000.000
> Rp 10.000.000
B. Petunjuk Pengisian Kuesioner
Pilihlah salah satu jawaban dari kelima alternatif jawaban yang sesuai
dengan memberikan check list (√ ) atau tanda silang (X) pada salah satu
kolom jawaban yang tersedia.
JENIS JAWABAN BOBOT
Sangat Setuju (SS) 5
Setuju (S) 4
Netral (N) 3
Tidak Setuju (TS) 2
Sangat Tidak Setuju (STS) 1
131
KUALITAS JASA (X1)
No.
PERTANYAAN/PERNYATAAN
PENILAIAN
STS TS N S SS
Tangible
1. Penampilan fisik Carrefour baik
(bangunan gedung)
2. Peralatan yang disediakan
Carrefour cukup lengkap (seperti
tas belanja, troli belanja)
3. Karyawan Carrefour berpenampilan
rapih
4. Karyawan Carrefour mampu
mengkomunikasikan informasi
dengan baik
Reliability
5. Carrefour memberikan pelayanan
sesuai dengan yang dijanjikan
Responsiveness
6. Karyawan Carrefour bersedia
membantu konsumen yang
membutuhkan dengan baik
7. Karyawan Carrefour melayani
konsumen dengan tanggap
Assurance
8. Layanan Carrefour dapat di percaya
9. Karyawan melayani dengan jujur
10. Berbelanja di Carrefour aman (dari
pencopetan)
11. Karyawan Carrefour tentang
melayani dengan kompeten
12. Karyawan Carrefour melayani
dengan sopan
132
No.
PERTANYAAN/PERNYATAAN
PENILAIAN
STS TS N S SS
Empathy
13. Carrefour Lebak Bulus mudah
diakses
14. Karyawan Carrefour mampu
berkomunikasi dengan baik
15. Carrefour mampu memahami
kebutuhan konsumen
PROMOSI PENJUALAN (X2)
No.
PERTANYAAN/PERNYATAAN
PENILAIAN
STS TS N S SS
Samples
16. Produk-produk sample yang dibagikan
di Carrefour cukup menarik konsumen
untuk mencoba
Coupons
17. Coupon or stampel yang
dikumpulkan konsumen utuk
membeli produk tertentu dengan
harga murah cukup mernarik
konsumen
Price Packs
18. Potongan harga yang di berikan
Carrefour cukup menarik konsumen
Premiums
19. Hadiah or program buy one get one
Carrefour menarik
133
No.
PERTANYAAN/PERNYATAAN
PENILAIAN
STS TS N S SS
Point of Purchase – POP Promotion
20. Produk diskon yang di display di
Carrefour menarik konsumen
Event Sponsorships
21a. Program midnight sale dan promo
akhir bulan cukup menarik
21b. Program CSR Carrefour berupa
promo harga murah untuk produk
UKM cukup menarik
Loyalty Program Reward
22. Diskon 10% kartu kredit bank mega
menguntungkan / menarik konsumen
KEPUASAN PELANGGAN (X3)
No.
PERTANYAAN/PERNYATAAN
PENILAIAN
STS TS N S SS
Experiences
23. Saya puas dengan produk yang di
tawarkan Carrefour
24. Saya puas dengan keuntungan yang
di berikan Carrefour saat berbelanja
25. Saya puas dengan harga yang di
tawarkan Carrefour karena sesuai
dengan kualitas produknya
134
No.
PERTANYAAN/PERNYATAAN
PENILAIAN
STS TS N S SS
Expectation
26. Produk yang saya beli sesuai dengan
harapan
27. Kualitas produk yang ditawarkan
sudah sesuai dengan keinginan saya
Service Performance
28. Saya puas dengan pelayanan yang
diberikan saat berbelanja di
Carrefour
LOYALITAS PELANGGAN (Y)
No.
PERTANYAAN/PERNYATAAN
PENILAIAN
STS TS N S SS
29. Saya bersedia melakukan pembelian
ulang di Carrefour
30. Saya bersedia membeli lebih banyak
produk di Carrefour
31. Saya bersedia menceritakan hal
positif tentang Carrefour kepada
teman atau kerabat
32. Saya bersedia menyarankan kepada
orang lain untuk berbelanja di
Carrefour
135
ATTACTHMENT 2
MULTIPLE LINEAR REGRESSION ANALYSIS
QUESTIONER DATA
No. SQ1 SQ2 SQ3 SQ4 SQ5 SQ6 SQ7 SQ8 SQ9 SQ10 SQ11 SQ12 SQ13 SQ14 SQ15 TOTAL
1 5 5 5 5 5 4 5 5 5 5 5 5 5 5 5 74
2 3 3 4 4 4 3 3 4 4 4 4 4 4 4 4 56
3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
4 4 4 3 4 4 4 4 3 3 3 4 4 4 4 5 57
5 3 4 5 4 4 4 3 3 4 4 4 4 4 5 5 60
6 3 2 2 3 4 4 3 5 5 5 5 5 4 5 4 59
7 3 4 4 3 3 4 3 4 4 3 4 4 3 4 4 54
8 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
9 4 5 5 5 5 5 4 3 5 5 5 5 5 5 5 71
10 2 2 4 3 4 3 2 3 3 3 5 5 4 5 4 52
11 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
12 5 5 5 5 5 5 5 5 5 5 4 4 5 4 5 72
13 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 75
14 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
15 4 4 4 4 5 5 4 4 4 4 4 4 5 4 4 63
16 4 5 5 5 5 5 4 4 5 5 5 5 5 4 4 70
17 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 75
18 4 4 4 5 4 4 4 5 5 5 5 5 4 4 4 66
19 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 61
20 4 5 5 5 5 4 4 5 4 4 5 5 5 4 4 68
21 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
22 5 4 3 4 4 5 5 4 4 4 4 4 4 4 4 62
23 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
24 5 5 4 5 5 4 5 4 4 5 4 4 5 5 5 69
25 4 3 3 5 4 5 4 4 4 4 4 4 4 4 4 60
26 3 4 4 3 3 4 3 4 3 3 4 4 3 4 4 53
27 2 3 3 3 3 4 2 5 5 5 4 4 3 4 5 55
28 5 4 4 4 4 4 5 5 3 4 4 4 4 4 5 63
29 4 4 4 4 4 4 4 5 5 4 4 4 4 4 4 62
30 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 75
31 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 70
32 3 3 4 5 5 4 4 4 4 5 5 5 5 3 4 63
33 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
136
No. SQ1 SQ2 SQ3 SQ4 SQ5 SQ6 SQ7 SQ8 SQ9 SQ10 SQ11 SQ12 SQ13 SQ14 SQ15 TOTAL
34 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 61
35 4 5 5 4 4 5 5 5 4 4 4 4 5 5 5 68
36 4 3 4 4 2 4 4 5 5 5 4 4 5 4 5 62
37 3 4 4 3 4 5 5 3 4 4 4 4 4 4 4 59
38 3 4 3 4 4 3 3 4 4 4 4 4 4 4 4 56
39 5 2 3 2 5 5 5 5 3 3 3 5 5 5 5 61
40 4 4 4 4 4 4 4 4 4 4 2 2 2 4 4 54
41 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
42 4 4 5 5 4 5 5 5 5 4 4 4 4 4 5 67
43 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 75
44 5 5 5 5 5 4 4 4 4 4 4 4 4 4 4 65
45 5 5 5 5 5 4 4 4 4 4 4 4 4 4 4 65
46 4 4 4 5 5 5 5 5 5 5 5 5 4 4 4 69
47 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 75
48 4 3 3 4 3 5 5 5 5 5 5 5 4 4 4 64
49 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
50 5 5 3 4 3 5 5 5 5 5 5 5 4 4 4 67
51 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
52 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
53 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
54 5 3 3 4 4 4 4 4 4 4 4 4 5 5 5 62
55 4 4 4 4 4 4 4 4 4 4 4 4 2 4 4 58
56 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
57 2 2 3 3 3 5 5 5 5 5 4 4 4 4 3 57
58 4 5 5 2 2 5 5 5 4 4 4 4 4 4 5 62
59 4 4 4 4 4 4 4 4 4 4 5 5 5 5 4 64
60 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 75
61 4 4 4 4 4 4 4 4 5 5 5 5 3 4 4 63
62 4 4 4 4 4 5 4 4 4 4 4 4 5 5 5 64
63 4 5 4 5 4 4 4 4 5 5 5 4 4 4 5 66
64 5 5 5 5 5 5 5 5 5 4 4 4 4 5 5 71
65 5 5 3 2 2 4 4 4 3 5 5 5 5 5 5 62
66 5 4 4 4 5 5 5 5 5 4 4 4 4 5 5 68
67 3 2 3 2 3 4 4 4 5 5 5 5 4 4 4 57
68 3 4 4 4 2 5 5 5 4 4 4 4 5 5 3 61
69 4 4 4 4 4 4 4 4 4 4 5 5 4 4 4 62
70 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 66
71 4 5 5 5 4 4 4 4 5 5 5 5 5 5 5 70
72 5 4 4 4 4 5 5 5 5 5 4 4 4 4 4 66
73 5 5 5 5 5 4 4 4 4 5 5 5 5 5 5 71
137
No. SQ1 SQ2 SQ3 SQ4 SQ5 SQ6 SQ7 SQ8 SQ9 SQ10 SQ11 SQ12 SQ13 SQ14 SQ15 TOTAL
74 5 4 4 4 4 5 5 5 5 4 4 4 4 4 4 65
75 5 5 3 4 4 5 5 5 5 5 4 4 4 4 5 67
76 4 4 3 3 4 4 4 5 5 5 5 5 5 4 4 64
77 4 5 5 4 4 4 4 4 4 4 4 4 4 5 5 64
78 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 64
79 4 4 4 4 4 5 5 5 5 5 4 4 4 4 5 66
80 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 66
81 4 5 5 4 5 5 5 5 5 5 5 5 4 4 4 70
82 2 2 2 3 3 4 4 4 5 5 5 4 4 4 4 55
83 3 3 3 4 4 4 4 4 4 5 5 5 5 5 4 62
84 3 3 2 3 3 4 4 4 4 4 4 4 4 5 5 56
85 3 4 4 5 5 4 4 4 5 5 5 5 5 4 4 66
86 5 5 5 5 5 5 5 5 5 5 5 4 4 4 4 71
87 5 5 5 5 5 4 4 4 4 4 4 4 4 3 3 63
88 5 4 5 5 4 4 4 4 3 5 5 5 5 5 5 68
89 4 4 4 4 4 5 5 5 5 5 5 4 4 4 4 66
90 4 4 4 4 4 4 4 4 5 5 5 5 5 4 4 65
91 4 4 4 5 4 4 4 4 4 5 5 5 4 4 4 64
92 3 4 4 3 3 4 4 4 4 4 4 5 5 5 5 61
93 5 5 5 5 5 5 5 5 5 4 4 4 4 5 5 71
94 5 5 5 5 5 5 5 5 5 5 5 4 4 4 4 71
95 5 4 4 5 4 5 5 5 4 4 4 4 4 5 5 67
96 5 5 4 4 4 4 4 4 4 5 5 5 5 5 4 67
97 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 60
98 4 5 5 4 5 4 4 4 4 4 4 5 5 5 5 67
99 4 4 4 4 4 4 4 4 5 5 5 4 4 4 4 63
100 4 3 3 4 4 4 4 4 4 4 4 4 4 4 4 58
NO. SP1 SP2 SP3 SP4 SP5 SP6 SP7 SP8 TOTAL
1 5 5 3 5 5 5 5 5 38
2 3 3 3 4 4 4 4 4 29
3 4 4 4 5 4 5 4 5 35
4 3 3 3 3 3 3 3 3 24
5 4 4 5 5 4 4 4 4 34
6 4 2 3 4 3 2 4 5 27
7 4 3 4 4 3 4 4 4 30
8 3 4 4 4 4 4 4 4 31
9 4 5 2 1 4 5 4 3 28
138
10 5 4 4 5 5 5 5 4 37
11 5 5 5 5 4 5 4 5 38
12 4 2 3 4 4 4 5 4 30
13 4 3 2 4 4 4 4 4 29
14 4 4 3 4 5 4 3 4 31
15 5 4 4 5 5 5 5 4 37
16 4 4 4 4 4 4 4 4 32
17 4 4 3 3 3 4 4 4 29
18 4 2 2 4 3 5 5 3 28
19 5 3 5 5 5 4 5 4 36
20 2 2 1 4 3 4 4 4 24
21 4 4 4 4 3 4 4 3 30
22 3 4 4 5 5 5 5 4 35
23 4 4 3 4 4 4 4 4 31
24 3 5 3 4 4 5 4 3 31
25 4 2 3 3 4 4 4 3 27
26 4 2 3 3 4 3 3 3 25
27 5 5 5 4 4 5 4 4 36
28 4 4 4 4 4 4 4 4 32
29 5 3 3 4 4 3 4 3 29
30 3 3 4 4 4 4 4 4 30
31 5 5 5 5 5 5 5 5 40
32 3 4 3 4 3 4 3 3 27
33 4 5 2 2 3 4 4 2 26
34 5 4 3 4 4 5 4 3 32
35 4 5 4 4 4 5 5 4 35
36 3 5 4 4 4 4 4 3 31
139
NO. SP1 SP2 SP3 SP4 SP5 SP6 SP7 SP8 TOTAL
37 4 4 4 4 4 4 4 4 32
38 3 3 3 3 3 3 3 3 24
39 4 4 4 4 4 4 4 4 32
40 4 4 4 4 4 4 4 4 32
41 1 5 2 5 4 5 5 3 30
42 5 5 1 5 3 5 5 3 32
43 5 5 5 5 5 5 5 5 40
44 4 4 3 4 3 3 3 3 27
45 4 4 4 4 4 4 5 5 34
46 4 4 5 5 5 5 4 4 36
47 4 4 3 3 3 3 3 3 26
48 2 2 3 2 2 2 2 2 17
49 4 4 3 4 4 3 3 4 29
50 4 4 4 4 4 4 4 4 32
51 2 4 3 4 3 3 4 4 27
52 3 3 3 3 3 4 4 4 27
53 2 2 3 4 3 3 3 3 23
54 3 3 4 3 3 3 4 3 26
55 4 4 4 5 5 4 4 4 34
56 4 5 3 4 3 3 3 3 28
57 4 4 3 4 4 4 4 4 31
58 4 5 3 4 4 5 5 4 34
59 4 4 4 3 3 4 3 3 28
60 3 3 3 3 3 3 3 3 24
61 4 4 4 4 4 4 4 5 33
62 3 2 3 3 3 4 4 3 25
63 4 3 3 4 4 4 4 3 29
64 4 4 4 4 4 4 4 4 32
65 4 4 4 4 4 4 4 4 32
66 5 5 2 4 3 5 5 3 32
67 3 3 3 3 3 3 3 3 24
68 3 5 3 4 4 4 4 3 30
69 2 4 2 4 4 4 4 4 28
70 5 5 5 5 5 5 5 1 36
71 4 4 4 4 3 4 4 4 31
72 3 4 3 3 3 4 4 3 27
73 3 3 3 3 3 3 3 3 24
74 3 4 2 3 3 4 4 3 26
75 4 4 4 4 3 4 4 5 32
140
NO. SP1 SP2 SP3 SP4 SP5 SP6 SP7 SP8 TOTAL
76 4 5 3 4 4 3 5 5 33
77 4 4 3 4 4 3 3 3 28
78 3 4 4 4 4 4 4 4 31
79 4 4 3 4 4 4 4 2 29
80 1 3 2 3 1 2 3 1 16
81 3 5 4 5 4 4 5 4 34
82 4 4 3 4 3 3 4 4 29
83 3 3 3 3 3 3 3 3 24
84 5 5 5 5 5 5 5 5 40
85 3 5 3 5 4 4 5 3 32
86 4 4 3 4 4 3 3 2 27
87 4 4 3 3 3 4 4 3 28
88 3 4 3 4 4 4 4 4 30
89 4 4 4 4 4 3 4 4 31
90 4 4 4 4 4 4 4 3 31
91 4 4 3 4 3 4 4 4 30
92 4 5 2 2 3 4 4 2 26
93 5 4 4 4 3 4 4 3 31
94 3 3 3 4 4 5 5 4 31
95 3 4 4 4 4 3 3 4 29
96 5 4 4 4 4 4 4 4 33
97 3 3 3 3 3 3 3 3 24
98 4 4 1 3 4 4 4 4 28
99 3 4 3 4 4 4 4 3 29
100 4 4 3 4 4 4 4 4 31
141
NO. SP1 SP2 SP3 SP4 SP5 SP6 SP7 SP8 TOTAL
1 5 5 5 5 5 5 5 5 40
2 4 4 4 5 5 5 5 4 36
3 4 4 4 4 4 4 4 4 32
4 5 5 5 5 4 4 4 5 37
5 5 5 4 4 5 5 5 5 38
6 4 4 5 5 5 5 4 4 36
7 4 5 5 5 5 5 5 4 38
8 4 4 4 4 4 5 5 4 34
9 5 4 4 5 5 5 5 5 38
10 5 4 5 5 5 5 4 5 38
11 4 4 4 4 4 4 4 4 32
12 5 5 5 5 5 5 5 5 40
13 5 5 5 5 5 5 5 5 40
14 4 4 4 4 4 4 4 4 32
15 4 4 4 4 4 4 4 4 32
16 4 4 4 4 5 5 5 4 35
17 5 5 5 5 5 5 5 5 40
18 4 4 4 4 4 4 4 4 32
19 4 4 4 4 4 4 4 4 32
20 5 4 4 5 5 4 4 5 36
21 4 4 4 4 4 4 4 4 32
22 4 4 4 4 4 4 4 4 32
23 4 4 4 4 4 4 4 4 32
24 4 4 4 4 5 5 5 4 35
25 4 4 4 4 4 4 4 4 32
26 4 4 4 4 4 4 4 4 32
27 5 5 5 4 4 4 4 5 36
28 5 5 4 5 4 4 4 5 36
29 4 4 4 4 4 4 4 4 32
30 5 5 5 5 5 5 5 5 40
31 5 5 5 5 5 5 5 5 40
32 4 4 4 5 5 5 5 3 35
33 4 4 4 4 4 4 4 4 32
34 5 5 5 5 4 4 4 4 36
35 5 5 4 4 5 5 5 3 36
36 5 5 4 4 4 5 4 3 34
142
NO. SP1 SP2 SP3 SP4 SP5 SP6 SP7 SP8 TOTAL
37 4 4 4 4 4 5 5 3 33
38 4 4 4 4 4 3 3 4 30
39 5 4 4 5 5 5 5 4 37
40 4 4 4 4 2 2 4 3 27
41 4 4 4 4 4 4 4 4 32
42 5 5 5 5 5 5 5 5 40
43 5 5 5 5 5 5 5 5 40
44 4 4 4 4 4 4 4 4 32
45 4 4 4 4 4 4 4 4 32
46 4 4 4 4 5 5 5 4 35
47 5 5 5 5 5 5 5 5 40
48 4 4 4 4 4 4 4 5 33
49 4 4 4 4 4 4 4 4 32
50 5 4 4 5 5 4 4 4 35
51 4 4 4 4 4 4 4 4 32
52 5 5 5 4 4 4 4 5 36
53 4 4 4 4 4 4 4 4 32
54 4 4 4 4 5 5 5 5 36
55 4 4 4 4 4 4 4 4 32
56 4 4 4 4 4 4 4 4 32
57 5 5 5 5 5 5 5 5 40
58 5 5 4 5 4 4 4 5 36
59 4 4 4 4 4 4 4 4 32
60 5 5 5 5 5 5 5 5 40
61 3 3 4 4 4 5 5 4 32
62 4 4 4 4 4 4 4 4 32
63 5 4 4 4 4 5 5 5 36
64 5 5 4 4 4 5 5 5 37
65 4 4 5 5 5 5 5 4 37
66 5 4 4 3 4 4 4 4 32
67 4 5 4 4 5 5 5 4 36
68 3 4 4 4 4 5 5 5 34
69 4 4 4 4 5 5 4 5 35
70 5 4 4 4 4 4 4 4 33
71 4 4 4 4 4 4 4 4 32
72 4 5 5 5 5 5 5 5 39
73 4 4 4 4 4 5 5 4 34
74 4 5 5 5 5 5 5 5 39
143
NO. SP1 SP2 SP3 SP4 SP5 SP6 SP7 SP8 TOTAL
75 5 5 4 4 4 4 4 5 35
76 4 4 4 4 4 4 4 5 33
77 5 5 5 5 5 5 5 5 40
78 5 4 4 4 4 4 5 5 35
79 5 5 5 5 5 5 5 4 39
80 4 4 4 4 4 4 4 4 32
81 4 4 4 5 5 5 5 4 36
82 4 5 5 5 5 4 4 5 37
83 4 4 3 3 4 4 4 5 31
84 5 5 5 4 4 4 4 4 35
85 4 4 4 4 4 4 4 5 33
86 5 5 5 5 4 4 4 5 37
87 4 4 4 4 5 5 5 4 35
88 5 5 5 4 4 4 4 4 35
89 4 5 5 5 5 5 5 3 37
90 4 4 4 4 4 4 4 4 32
91 4 5 5 5 5 4 4 5 37
92 5 4 4 4 4 4 4 4 33
93 5 5 5 4 4 4 4 5 36
94 4 5 5 4 4 5 5 3 35
95 5 5 5 4 4 4 4 3 34
96 4 4 4 4 5 4 5 3 33
97 5 5 5 5 5 5 5 5 40
98 4 4 4 4 4 4 4 4 32
99 5 5 5 5 4 4 4 5 37
100 4 4 4 4 4 4 4 4 32
144
NO. CS1 CS2 CS3 CS4 CS5 CS6 TOTAL
1 5 5 5 5 5 5 30
2 3 3 4 3 3 3 19
3 4 4 4 4 4 4 24
4 4 4 3 4 4 4 23
5 3 4 5 4 4 4 24
6 3 5 5 5 5 5 28
7 3 4 4 3 3 4 21
8 4 4 4 4 4 4 24
9 4 5 5 5 5 5 29
10 2 2 4 3 4 3 18
11 4 4 4 4 4 4 24
12 5 5 5 5 5 5 30
13 5 5 5 5 5 5 30
14 4 4 4 4 4 4 24
15 4 4 4 4 4 4 24
16 4 5 5 5 5 5 29
17 5 5 5 5 5 5 30
18 4 4 4 4 4 4 24
19 4 4 4 4 4 4 24
20 4 5 5 5 5 4 28
21 4 4 4 4 4 4 24
22 5 4 3 4 4 5 25
23 4 4 4 4 4 4 24
24 5 5 4 5 5 4 28
25 4 3 3 5 4 5 24
26 3 4 4 3 3 4 21
27 4 4 4 5 5 5 27
28 5 4 4 4 4 4 25
29 4 4 4 4 4 4 24
30 5 5 5 5 5 5 30
31 5 5 5 5 5 4 29
32 3 3 4 4 4 3 21
33 4 4 4 4 4 4 24
34 4 4 3 4 4 4 23
35 3 4 5 4 4 4 24
36 4 2 2 4 4 4 20
37 3 4 4 3 3 4 21
38 4 4 4 4 4 4 24
39 4 5 5 5 5 5 29
145
NO. CS1 CS2 CS3 CS4 CS5 CS6 TOTAL
40 4 4 4 4 4 4 24
41 4 4 4 4 4 4 24
42 5 5 5 5 5 5 30
43 5 5 5 5 5 5 30
44 4 4 4 4 4 4 24
45 4 4 4 4 5 5 26
46 4 5 5 5 5 5 29
47 5 5 5 5 5 5 30
48 4 4 4 5 4 4 25
49 4 4 4 4 4 5 25
50 4 5 5 5 5 4 28
51 4 4 4 4 4 4 24
52 5 4 3 4 4 5 25
53 4 4 4 4 4 4 24
54 5 5 4 5 5 4 28
55 4 3 3 5 4 5 24
56 3 4 4 3 3 4 21
57 4 4 4 4 4 4 24
58 5 4 4 4 4 4 25
59 4 4 4 4 4 4 24
60 5 5 5 5 5 5 30
61 5 5 5 5 5 5 30
62 3 3 4 4 4 4 22
63 4 4 4 4 4 4 24
64 4 4 3 4 4 4 23
65 3 4 5 4 4 4 24
66 3 5 5 5 5 5 28
67 3 4 4 3 3 4 21
68 4 4 4 4 4 4 24
69 4 5 5 5 5 5 29
70 4 4 4 3 4 3 22
71 4 4 4 4 4 4 24
72 5 5 5 5 5 5 30
73 5 5 5 5 5 5 30
74 4 4 4 4 4 4 24
75 4 4 4 4 4 4 24
76 4 5 5 5 5 5 29
77 5 5 5 5 5 5 30
78 4 4 4 4 4 4 24
79 4 4 4 4 4 4 24
146
NO. CS1 CS2 CS3 CS4 CS5 CS6 TOTAL
80 4 5 5 5 5 4 28
81 4 4 5 3 3 3 22
82 5 5 5 5 3 4 27
83 5 4 4 5 3 4 25
84 3 3 4 4 4 3 21
85 5 5 4 4 4 3 25
86 5 4 4 4 4 4 25
87 4 3 4 5 4 4 24
88 4 4 4 5 5 4 26
89 4 3 4 4 4 4 23
90 5 4 5 4 4 5 27
91 5 5 5 4 4 5 28
92 4 4 4 5 3 5 25
93 4 3 5 5 4 4 25
94 5 3 4 5 4 4 25
95 4 4 4 4 4 4 24
96 4 4 5 3 4 4 24
97 5 5 5 4 3 4 26
98 3 4 5 4 4 4 24
99 4 4 3 5 3 4 23
100 4 5 5 5 4 4 27
147
NO. LC1 LC2 LC3 LC4 TOTAL
1 5 5 5 5 20
2 4 4 4 4 16
3 4 4 4 4 16
4 5 5 5 5 20
5 5 5 4 4 18
6 5 5 5 5 20
7 4 4 4 4 16
8 4 4 4 4 16
9 5 5 5 5 20
10 4 5 5 5 19
11 4 4 4 4 16
12 5 5 5 5 20
13 5 5 5 5 20
14 4 4 4 4 16
15 4 4 4 4 16
16 4 4 5 5 18
17 5 5 5 5 20
18 5 5 5 5 20
19 4 4 4 4 16
20 5 5 4 4 18
21 4 4 4 4 16
22 5 4 4 4 17
23 4 4 4 4 16
24 4 4 4 5 17
25 5 4 4 4 17
26 4 4 4 4 16
27 5 5 5 5 20
28 5 5 4 4 18
29 5 5 5 4 19
30 5 5 5 5 20
31 4 4 5 5 18
32 4 4 4 4 16
33 4 4 4 4 16
34 4 4 4 4 16
35 5 5 4 4 18
36 4 4 4 4 16
37 4 4 5 5 18
38 4 4 5 4 17
148
NO. LC1 LC2 LC3 LC4 TOTAL
39 4 4 5 5 18
40 4 4 4 4 16
41 5 4 5 4 18
42 5 5 5 5 20
43 5 4 4 5 18
44 4 4 4 4 16
45 4 4 5 4 17
46 4 4 5 5 18
47 5 5 4 5 19
48 5 5 5 5 20
49 4 5 4 4 17
50 5 5 4 4 18
51 4 4 4 4 16
52 5 4 4 5 18
53 4 4 4 5 17
54 4 4 4 5 17
55 5 4 4 4 17
56 4 4 5 5 18
57 4 5 5 4 18
58 5 5 5 4 19
59 5 5 5 4 19
60 5 5 5 5 20
61 5 4 4 5 18
62 4 4 4 4 16
63 4 4 4 4 16
64 4 5 5 5 19
65 5 5 5 5 20
66 4 4 5 5 18
67 4 4 4 4 16
68 4 4 4 4 16
69 4 5 5 5 19
70 4 5 5 5 19
71 5 5 5 5 20
72 4 5 4 5 18
73 5 5 4 5 19
74 5 5 4 5 19
75 5 5 5 5 20
76 4 4 4 5 17
77 4 4 4 5 17
149
NO. LC1 LC2 LC3 LC4 TOTAL
78 4 4 4 4 16
79 4 5 4 4 17
80 4 5 4 4 17
81 4 5 5 3 17
82 4 5 5 4 18
83 4 4 5 4 17
84 4 4 5 4 17
85 4 4 5 4 17
86 5 4 4 5 18
87 4 4 4 5 17
88 5 4 4 5 18
89 5 4 4 5 18
90 5 4 4 5 18
91 5 4 4 4 17
92 5 4 5 4 18
93 4 5 5 5 19
94 4 5 5 5 19
95 4 5 5 5 19
96 4 5 5 4 18
97 4 4 5 4 17
98 5 4 4 4 17
99 4 4 4 4 16
100 5 5 5 5 20
150
ATTACTHMENT 3
SPSS DATA QUALITY TEST RESULTS
A. Validity Test Result of Service Quality (X1)
Correlations
q1 q2 q3 q4 q5 q6 q7 q8 q9 q10 q11 q12 q13 q14 q15 total
q1
Pearson Correlation 1 .738** .379
* .749
** .663
** .575
**
1.000*
*
.372* .253 .432
* .113 .113
.663
**
.113 .361* .782
**
Sig. (2-tailed) .000 .039 .000 .000 .001 .000 .043 .178 .017 .553 .553 .000 .552 .050 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q2
Pearson Correlation .738** 1 .758
** .735
** .634
** .533
** .738
** .217 .340 .401
* .203 .203
.634
**
.125 .448* .790
**
Sig. (2-tailed) .000 .000 .000 .000 .002 .000 .250 .066 .028 .283 .283 .000 .510 .013 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q3
Pearson Correlation .379* .758
** 1 .598
** .602
** .249 .379
* .087 .288 .288 .379
* .379
*
.602
**
.302 .362* .655
**
Sig. (2-tailed) .039 .000 .000 .000 .184 .039 .648 .123 .123 .039 .039 .000 .105 .050 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
151
q4
Pearson Correlation .749** .735
** .598
** 1 .817
** .530
** .749
** .256 .469
** .611
** .403
* .403
*
.817
**
.228 .374* .871
**
Sig. (2-tailed) .000 .000 .000 .000 .003 .000 .172 .009 .000 .027 .027 .000 .226 .042 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q5
Pearson Correlation .663** .634
** .602
** .817
** 1 .485
** .663
** .192 .435
* .598
** .536
** .536
**
1.00
0**
.461* .386
* .872
**
Sig. (2-tailed) .000 .000 .000 .000 .007 .000 .309 .016 .000 .002 .002 .000 .010 .035 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q6
Pearson Correlation .575** .533
** .249 .530
** .485
** 1 .575
** .186 .447
* .447
* .164 .164
.485
**
.076 .249 .617**
Sig. (2-tailed) .001 .002 .184 .003 .007 .001 .326 .013 .013 .385 .385 .007 .689 .184 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q7
Pearson Correlation 1.000** .738
** .379
* .749
** .663
** .575
** 1 .372
* .253 .432
* .113 .113
.663
**
.113 .361* .782
**
Sig. (2-tailed) .000 .000 .039 .000 .000 .001 .043 .178 .017 .553 .553 .000 .552 .050 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q8
Pearson Correlation .372* .217 .087 .256 .192 .186 .372
* 1 .551
** .551
** .282 .282 .192 -.011 .149 .463
**
Sig. (2-tailed) .043 .250 .648 .172 .309 .326 .043 .002 .002 .130 .130 .309 .954 .433 .010
152
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q9
Pearson Correlation .253 .340 .288 .469** .435
* .447
* .253 .551
** 1 .850
** .494
** .494
**
.435
*
.316 .252 .649**
Sig. (2-tailed) .178 .066 .123 .009 .016 .013 .178 .002 .000 .005 .005 .016 .089 .179 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q10
Pearson Correlation .432* .401
* .288 .611
** .598
** .447
* .432
* .551
** .850
** 1 .494
** .494
**
.598
**
.425* .459
* .767
**
Sig. (2-tailed) .017 .028 .123 .000 .000 .013 .017 .002 .000 .005 .005 .000 .019 .011 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q11
Pearson Correlation .113 .203 .379* .403
* .536
** .164 .113 .282 .494
** .494
** 1
1.000*
*
.536
**
.617** .196 .570
**
Sig. (2-tailed) .553 .283 .039 .027 .002 .385 .553 .130 .005 .005 .000 .002 .000 .300 .001
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q12
Pearson Correlation .113 .203 .379* .403
* .536
** .164 .113 .282 .494
** .494
** 1.000
** 1
.536
**
.617** .196 .570
**
Sig. (2-tailed) .553 .283 .039 .027 .002 .385 .553 .130 .005 .005 .000 .002 .000 .300 .001
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
153
q13
Pearson Correlation .663** .634
** .602
** .817
**
1.000*
*
.485** .663
** .192 .435
* .598
** .536
** .536
** 1 .461
* .386
* .872
**
Sig. (2-tailed) .000 .000 .000 .000 .000 .007 .000 .309 .016 .000 .002 .002 .010 .035 .000
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q14
Pearson Correlation .113 .125 .302 .228 .461* .076 .113 -.011 .316 .425
* .617
** .617
**
.461
*
1 .558** .458
*
Sig. (2-tailed) .552 .510 .105 .226 .010 .689 .552 .954 .089 .019 .000 .000 .010 .001 .011
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
q15
Pearson Correlation .361* .448
* .362
* .374
* .386
* .249 .361
* .149 .252 .459
* .196 .196
.386
*
.558** 1 .537
**
Sig. (2-tailed) .050 .013 .050 .042 .035 .184 .050 .433 .179 .011 .300 .300 .035 .001 .002
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
total
Pearson Correlation .782** .790
** .655
** .871
** .872
** .617
** .782
** .463
** .649
** .767
** .570
** .570
**
.872
**
.458* .537
** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 .010 .000 .000 .001 .001 .000 .011 .002
N 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30 30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
154
B. Reliability Test Result of Service Quality (X1)
Reliability Statistics
Cronbach's Alpha N of Items
.920 15
155
C. Validity Test Result of Sales Promotion (X2)
Correlations
q1 q2 q3 q4 q5 q6 q7 q8 total
q1
Pearson Correlation 1 .722** .577
**
.659*
*
.464** .327 .306
1.000
**
.810**
Sig. (2-tailed) .000 .001 .000 .010 .077 .101 .000 .000
N 30 30 30 30 30 30 30 30 30
q2
Pearson Correlation .722** 1 .700
**
.523*
*
.331 .331 .433* .722
** .760
**
Sig. (2-tailed) .000 .000 .003 .074 .074 .017 .000 .000
N 30 30 30 30 30 30 30 30 30
q3
Pearson Correlation .577** .700
** 1
.666*
*
.472** .472
** .289 .577
** .760
**
Sig. (2-tailed) .001 .000 .000 .008 .008 .122 .001 .000
N 30 30 30 30 30 30 30 30 30
q4
Pearson Correlation .659** .523
** .666
** 1 .665
** .530
** .384
* .659
** .818
**
Sig. (2-tailed) .000 .003 .000 .000 .003 .036 .000 .000
N 30 30 30 30 30 30 30 30 30
q5
Pearson Correlation .464** .331 .472
**
.665*
*
1 .866** .736
** .464
** .807
**
Sig. (2-tailed) .010 .074 .008 .000 .000 .000 .010 .000
N 30 30 30 30 30 30 30 30 30
q6
Pearson Correlation .327 .331 .472**
.530*
*
.866** 1 .873
** .327 .763
**
Sig. (2-tailed) .077 .074 .008 .003 .000 .000 .077 .000
N 30 30 30 30 30 30 30 30 30
q7
Pearson Correlation .306 .433* .289 .384
* .736
** .873
** 1 .306 .698
**
Sig. (2-tailed) .101 .017 .122 .036 .000 .000 .101 .000
156
N 30 30 30 30 30 30 30 30 30
q8
Pearson Correlation 1.000** .722
** .577
**
.659*
*
.464** .327 .306 1 .810
**
Sig. (2-tailed) .000 .000 .001 .000 .010 .077 .101 .000
N 30 30 30 30 30 30 30 30 30
total
Pearson Correlation .810** .760
** .760
**
.818*
*
.807** .763
** .698
** .810
** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 .000
N 30 30 30 30 30 30 30 30 30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
D. ReliabilityTest Result of Sales Promotion (X2)
Reliability Statistics
Cronbach's Alpha N of Items
.907 8
157
E. Validity Test Result of Customer Satisfaction (X3)
Correlations
q1 q2 q3 q4 q5 q6 total
q1
Pearson Correlation 1 .618** .127 .635
** .545
** .582
** .731
**
Sig. (2-tailed) .000 .503 .000 .002 .001 .000
N 30 30 30 30 30 30 30
q2
Pearson Correlation .618** 1 .663
** .726
** .709
** .664
** .892
**
Sig. (2-tailed) .000 .000 .000 .000 .000 .000
N 30 30 30 30 30 30 30
q3
Pearson Correlation .127 .663** 1 .489
** .614
** .360 .647
**
Sig. (2-tailed) .503 .000 .006 .000 .050 .000
N 30 30 30 30 30 30 30
q4
Pearson Correlation .635** .726
** .489
** 1 .925
** .803
** .927
**
Sig. (2-tailed) .000 .000 .006 .000 .000 .000
N 30 30 30 30 30 30 30
q5
Pearson Correlation .545** .709
** .614
** .925
** 1 .687
** .905
**
Sig. (2-tailed) .002 .000 .000 .000 .000 .000
N 30 30 30 30 30 30 30
q6
Pearson Correlation .582** .664
** .360 .803
** .687
** 1 .826
**
Sig. (2-tailed) .001 .000 .050 .000 .000 .000
N 30 30 30 30 30 30 30
total
Pearson Correlation .731** .892
** .647
** .927
** .905
** .826
** 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000
N 30 30 30 30 30 30 30
**. Correlation is significant at the 0.01 level (2-tailed).
158
F. ReliabilityTest Result of Sales Promotion (X2)
Reliability Statistics
Cronbach's Alpha N of Items
.902 6
G. Validity Test Result of Customer Loyalty (Y)
Correlations
q1 q2 q3 q4 total
q1
Pearson Correlation 1 .802** .548
** .413
* .800
**
Sig. (2-tailed) .000 .002 .023 .000
N 30 30 30 30 30
q2
Pearson Correlation .802** 1 .740
** .605
** .911
**
Sig. (2-tailed) .000 .000 .000 .000
N 30 30 30 30 30
q3
Pearson Correlation .548** .740
** 1 .864
** .912
**
Sig. (2-tailed) .002 .000 .000 .000
N 30 30 30 30 30
q4
Pearson Correlation .413* .605
** .864
** 1 .833
**
Sig. (2-tailed) .023 .000 .000 .000
N 30 30 30 30 30
total
Pearson Correlation .800** .911
** .912
** .833
** 1
Sig. (2-tailed) .000 .000 .000 .000
N 30 30 30 30 30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
159
H. Reliability Test Result of Customer Loyalty (Y)
Reliability Statistics
Cronbach's
Alpha
N of Items
.887 4
ATTACTHMENT 4
SPSS CLASSICAL ASSUMPTION TEST RESULTS
A. Normality Test Result in Graph
Uji Normalitas (secara grafik)
160
B. Normality Test Result in Statistic
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N 100
Normal Parametersa,b
Mean 0E-7
Std. Deviation 1.18011892
Most Extreme Differences
Absolute .096
Positive .096
Negative -.062
Kolmogorov-Smirnov Z .956
Asymp. Sig. (2-tailed) .320
a. Test distribution is Normal.
b. Calculated from data.
161
C. Multicollinearity Test Result
Coefficientsa
Model Unstandardized Coefficients Standardized
Coefficients
t Sig. Collinearity Statistics
B Std. Error Beta Tolerance VIF
1
(Constan
t) 7.675 1.695
4.527 .000
x1 .056 .028 .220 2.004 .048 .619 1.614
x2 .110 .045 .234 2.433 .017 .805 1.243
x3 .105 .052 .218 2.013 .047 .636 1.572
a. Dependent Variable: y
D. Heteroskedasticity Test Result
162
ATTACTHMENT 5
SPSS HYPOTHESIS TEST RESULTS
A. Partial Test Result Significance (t Test)
Model Unstandardized Coefficients Standardized
Coefficients
t Sig.
B Std. Error Beta
1
(Constant) 7.675 1.695 4.527 .000
x1 .056 .028 .220 2.004 .048
x2 .110 .045 .234 2.433 .017
x3 .105 .052 .218 2.013 .047
A. Simultaneous Test Result Significance (F Test)
ANOVAa
Model Sum of Squares df Mean Square F Sig.
1
Regression 55.285 3 18.428 12.831 .000b
Residual 137.875 96 1.436
Total 193.160 99
a. Dependent Variable: y
b. Predictors: (Constant), x3, x2, x1
163
ATTACTHMENT 6
SPSS MULTIPLE LINEAR REGRESSION ANALYSIS TEST RESULTS
Model Unstandardized Coefficients Standardized
Coefficients
t Sig.
B Std. Error Beta
1
(Constant) 7.675 1.695 4.527 .000
x1 .056 .028 .220 2.004 .048
x2 .110 .045 .234 2.433 .017
x3 .105 .052 .218 2.013 .047
164
ATTACTHMENT 7
SPSS COEFFICIENT OF DETERMINATION TEST RESULTS
Model Summaryb
Model R R Square Adjusted R
Square
Std. Error of the
Estimate
1 .535a .286 .264 1.198
a. Predictors: (Constant), x3, x2, x1
b. Dependent Variable: y
