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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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 xvi

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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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)”.

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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.

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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.

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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).

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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

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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).

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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:

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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

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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.

17

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,

18

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

19

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):

20

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,

21

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).

22

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

23

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

24

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.

25

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

26

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).

27

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 longterm 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.

28

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 decisionmaking 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.

29

F. Preview Research This previous research on this topic has been contacted by:

30

RESEARCHER (YEAR) Kofi Poku, Mariama zakari and Ajara Soali (2013)

Table 2.1 Table Preview Research TITLE VARIABEL RESEARCH METHOD

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: 23069007

Service Quality (X)

Customer Loyalty (Y)

RESULT

Purposive Sampling,

The relationships and impact of the service quality variables are Questioner further buttressed by and Interview the results of a simple (Multiple Probit Regression 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.

31

RESEARCHER

TITLE

VARIABLE

RESEARCH METHOD

RESULT

Impact of Sales Promotion on the Consumer Loyalty in the Telecomm unication Industry in Pakistan.

Sales Promotion

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.

(YEAR) Dr. Rashid Saeed, Fareeha Nisar, Rab Nawaz Lodhi, Dr. Moeed Ahmad and Dr. Hafiz Muhammad Arshad (2013)

J. Basic. Appl. Sci. Res., 3(5)901907, 2013. ISSN 20904304.

(X)

Customer loyalty (Y)

32

RESEARCHER

TITLE

VARIABLE

RESEARCH METHOD

RESULT

Customer Satisfaction

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.

(YEAR) Satrendra Thakur Brand and Dr. A. P. Image, Singh (2012) 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

(X)

Customer Loyalty Intention (Y)

33

RESEARCHER

TITLE

VARIABLE

RESEARCH METHOD

RESULT

Impact of Customer Satisfacti on on Customer Loyalty.

Customer Satisfaction

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.

(YEAR) Kamalakumati Karunanithy and Dilani Rasanayagam (2013)

Vol.3, No.7, 2013. ISSN 22246096 ISSN 22250581

(X)

Customer Loyalty (Y)

34

G. Theoretical Framework Figure2.1 Conceptual Thinking Service Quality(X1)

Sales Promotion (x2)

Customer Satisfaction (X3)

Customer Loyalty (Y)

Try-our Test: 1. Validity Test 2. Reliability Test

Classic Assumption Test: 1. Normality 2. Test Multicollineaity 3. Test Heteroskedasticity

Hypothesis Test: 1. Partial Test (t-test) 2. Simultaneous Test (F-test)

Multiple Linear Regresion

Determinant Coefficient (Adjusted R²)

Interpretation

35

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.

36

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.

37

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)

38

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:

39

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.

40

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).

41

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 Agree / often / positive / satisfying

5

Neutral/ hesitant / sometimes

3

Disagree / never / negative / unsatisfactory

2

Strongly disagree / strongly never / very dissatisfy Source: (Sugiyono, 2013:133)

1

4

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

42

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,

43

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).

44

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.

45

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 KolmogorovSmirnov 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).

46

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

47

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

48

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.

49

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

50

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

51

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

52

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:

53

Table 3.2 Operational Variable VARIABLE Service Quality

DIMENSION Tangibles

SCALE

1. Appearance of physical facilities 2. Equipment 3. Personnel 4. Communication materials.

Likert

Reliability

5. Ability to perform the promised service.

Likert

Responsiveness

6. Willingness to help customers 7. Provide prompt service.

Likert

(X1) Lovelock and Wirtz, (2011: 406)

INDICATOR

Assurance

Likert Likert

Likert

Credibility: 8. Trustworthiness, believability 9. Honesty of service provider. Security:

Empathy

Likert

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. 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 Likert

Likert

Likert

Likert

Likert

54

VARIABLE Sales Promotion (X2) 

Kotler and Armstrong (2014: 503504)



Solomon et. al (2010)

DIMENSION

INDICATOR

SCALE

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 20. Point-of-purchase (POP) promotions include displays and demonstrations that take place at the point of sale 21. Event marketing they can create their own brandmarketing 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

Likert

Likert

55

VARIABLE

DIMENSION

Customer Satisfaction

Experiences

(X3) Thakur and Singh (2012)

Expectation

INDICATOR

SCALE

23. The product good quality

Likert

24. Give the good result

Likert

25. Price same like quality

Likert

26. Product selling like my

Likert

expectations 27. Result after use the product

Likert

same like expectations Service Performances Customer Loyalty

28. Good service performance

Likert

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

(Y) Griffin (2009:31)

56

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

57

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

58

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)

59

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.

60

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

61

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

62

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

63

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:

64

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

65

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

66

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

67

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

68

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.

69

Table 4.1 Try Out Validity Test Results Questions

Calculated Value

Table Value

Describe

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 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

Service Quality (X1)

Sales Promotion (X2)

70

Questions

Calculated Value

Table Value

Describe

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

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

Customer Satisfaction (X3)

Customer Loyalty (Y)

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

71

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.

72

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.

73

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%

100

100%

Total

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.

74

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:

75

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.

76

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%

100

100%

Total

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).

77

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%

100

100%

Total

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

78

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.

79

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

80

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.

81

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

82

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.

83

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.

84

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

85

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

10% 100 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:

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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.

87

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 Source: Primary data Processed 2016

100%

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

88

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.

89

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

90

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.

91

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:

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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.

93

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.

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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.

95

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.

96

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.

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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:

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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.

99

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.

100

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.

101

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).

102

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).

103

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 Unstandardiz ed Residual N

100 Mean

Normal Parameters

a,b

Most Extreme Differences

Std. Deviation

0E-7 1.18011892

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

104

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:

105

Tabel 4.41 Test Results Multicollinearity Coefficientsa Model

Collinearity Statistics Tolerance

VIF

(Constant) x1 1 x2

.619

1.614

.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.

106

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).

107

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) t Sig.

Model

(Constant)

4.527

.000

x1

2.004

.048

x2

2.433

.017

x3

2.013

.047

1

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: 108

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.

109

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

110

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 Regression

1

Sig. 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

111

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 Unstandardized Standardized t Coefficients Coefficients

Model

B (Constan)

Std. Error

7.675

1.695

x1

.056

.028

x2

.110

x3

.105

Sig.

Beta 4.527

.000

.220

2.004

.048

.045

.234

2.433

.017

.052

.218

2.013

.047

1

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

112

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

113

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.

114

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 115

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

116

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.

117

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 1September 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. 118

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/transmartcarrefour-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-bisaberubah/ 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-supermarkethypermarket-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 119

_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-kartukredit/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

120

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

121

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

122

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 Strongly Disagree Disagree Neutral Agree Strongly Agree

RATING 5 4 3 2 1

123

SERVICE QUALITY (X1) RATING No.

QUESTION / STATEMENT

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 customers well

assist

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 124

RATING No.

QUESTION / STATEMENT

SD

D

N

A

SA

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) RATING No.

QUESTION / STATEMENT

SD

D

N

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

125

RATING No.

QUESTION / STATEMENT

SD

D

N

A

SA

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) RATING No.

QUESTION / STATEMENT

SD

D

N

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

126

RATING No.

QUESTION / STATEMENT

SD

D

N

A

SA

A

SA

Service Performance 28.

The product quality that Carrefour offers is in appropriate as i expected

CUSTOMER LOYALTY (Y) RATING No.

QUESTION / STATEMENT

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

SD

D

N

127

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 128

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

129

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 Sangat Setuju (SS) Setuju (S) Netral (N) Tidak Setuju (TS) Sangat Tidak Setuju (STS)

BOBOT 5 4 3 2 1

130

KUALITAS JASA (X1) PENILAIAN No.

PERTANYAAN/PERNYATAAN

STS

TS

N

S

SS

Tangible 1.

Penampilan fisik Carrefour (bangunan gedung)

baik

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 dengan sopan

melayani

131

PENILAIAN No.

PERTANYAAN/PERNYATAAN

STS

TS

N

S

SS

Empathy 13.

Carrefour diakses

Lebak

Bulus

mudah

14.

Karyawan Carrefour mampu berkomunikasi dengan baik

15.

Carrefour mampu kebutuhan konsumen

memahami

PROMOSI PENJUALAN (X2) PENILAIAN No.

PERTANYAAN/PERNYATAAN

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

132

PENILAIAN No.

PERTANYAAN/PERNYATAAN

STS

TS

N

S

SS

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) PENILAIAN No.

PERTANYAAN/PERNYATAAN

STS

TS

N

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

133

PENILAIAN No.

PERTANYAAN/PERNYATAAN

STS

TS

N

S

SS

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) PENILAIAN No.

PERTANYAAN/PERNYATAAN

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

STS

TS

N

134

ATTACTHMENT 2 MULTIPLE LINEAR REGRESSION ANALYSIS QUESTIONER DATA

No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33

SQ1 SQ2

SQ3

SQ4

SQ5

SQ6

SQ7

SQ8

SQ9 SQ10 SQ11 SQ12 SQ13 SQ14 SQ15 TOTAL

5

5

5

5

5

4

5

5

5

5

5

5

5

5

5

3

3

4

4

4

3

3

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

3

4

4

4

4

3

3

3

4

4

4

4

5

3

4

5

4

4

4

3

3

4

4

4

4

4

5

5

3

2

2

3

4

4

3

5

5

5

5

5

4

5

4

3

4

4

3

3

4

3

4

4

3

4

4

3

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

5

5

5

4

3

5

5

5

5

5

5

5

2

2

4

3

4

3

2

3

3

3

5

5

4

5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

4

4

5

4

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

4

4

4

4

4

4

5

4

4

4

5

5

5

5

5

4

4

5

5

5

5

5

4

4

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

4

4

4

5

4

4

4

5

5

5

5

5

4

4

4

4

4

4

4

4

5

4

4

4

4

4

4

4

4

4

4

5

5

5

5

4

4

5

4

4

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

4

3

4

4

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

4

5

5

4

5

4

4

5

4

4

5

5

5

4

3

3

5

4

5

4

4

4

4

4

4

4

4

4

3

4

4

3

3

4

3

4

3

3

4

4

3

4

4

2

3

3

3

3

4

2

5

5

5

4

4

3

4

5

5

4

4

4

4

4

5

5

3

4

4

4

4

4

5

4

4

4

4

4

4

4

5

5

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

3

3

4

5

5

4

4

4

4

5

5

5

5

3

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

135

74 56 60 57 60 59 54 60 71 52 60 72 75 60 63 70 75 66 61 68 60 62 60 69 60 53 55 63 62 75 70 63 60

No. 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73

SQ1 SQ2

SQ3

SQ4

SQ5

SQ6

SQ7

SQ8

4

4

4

4

4

4

4

4

4

5

5

4

4

5

5

5

4

3

4

4

2

4

4

5

3

4

4

3

4

5

5

3

3

4

3

4

4

3

3

4

5

2

3

2

5

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

4

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

4

4

4

5

5

5

5

5

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

5

5

5

4

3

3

4

3

5

5

5

4

4

4

4

4

4

4

4

5

5

3

4

3

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

3

3

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

2

2

3

3

3

5

5

5

4

5

5

2

2

5

5

5

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

5

4

4

4

5

4

5

4

4

4

4

5

5

5

5

5

5

5

5

5

5

3

2

2

4

4

4

5

4

4

4

5

5

5

5

3

2

3

2

3

4

4

4

3

4

4

4

2

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

5

4

4

4

4

5

4

4

4

4

5

5

5

5

5

5

5

5

4

4

4

SQ9 SQ10 SQ11 SQ12 SQ13 SQ14 SQ15 TOTAL 61 4 4 4 4 4 4 5 68 4 4 4 4 5 5 5 62 5 5 4 4 5 4 5 59 4 4 4 4 4 4 4 56 4 4 4 4 4 4 4 61 3 3 3 5 5 5 5 54 4 4 2 2 2 4 4 60 4 4 4 4 4 4 4 67 5 4 4 4 4 4 5 75 5 5 5 5 5 5 5 65 4 4 4 4 4 4 4 65 4 4 4 4 4 4 4 69 5 5 5 5 4 4 4 75 5 5 5 5 5 5 5 64 5 5 5 5 4 4 4 60 4 4 4 4 4 4 4 67 5 5 5 5 4 4 4 60 4 4 4 4 4 4 4 60 4 4 4 4 4 4 4 60 4 4 4 4 4 4 4 62 4 4 4 4 5 5 5 58 4 4 4 4 2 4 4 60 4 4 4 4 4 4 4 57 5 5 4 4 4 4 3 62 4 4 4 4 4 4 5 64 4 4 5 5 5 5 4 75 5 5 5 5 5 5 5 63 5 5 5 5 3 4 4 64 4 4 4 4 5 5 5 66 5 5 5 4 4 4 5 71 5 4 4 4 4 5 5 62 3 5 5 5 5 5 5 68 5 4 4 4 4 5 5 57 5 5 5 5 4 4 4 61 4 4 4 4 5 5 3 62 4 4 5 5 4 4 4 66 4 5 5 5 5 5 5 70 5 5 5 5 5 5 5 66 5 5 4 4 4 4 4 71 4 5 5 5 5 5 5

136

No. SQ1 SQ2 74 5 4 75 5 5 76 4 4 77 4 5 78 4 4 79 4 4 80 4 4 81 4 5 82 2 2 83 3 3 84 3 3 85 3 4 86 5 5 87 5 5 88 5 4 89 4 4 90 4 4 91 4 4 92 3 4 93 5 5 94 5 5 95 5 4 96 5 5 97 4 4 98 4 5 99 4 4 100 4 3

SQ3

SQ4

SQ5

SQ6

SQ7

SQ8

SQ9 SQ10 SQ11 SQ12 SQ13 SQ14 SQ15 TOTAL 65 5 4 4 4 4 4 4 67 5 5 4 4 4 4 5 64 5 5 5 5 5 4 4 64 4 4 4 4 4 5 5 64 4 4 4 5 5 5 5 66 5 5 4 4 4 4 5 66 4 5 5 5 5 5 5 70 5 5 5 5 4 4 4 55 5 5 5 4 4 4 4 62 4 5 5 5 5 5 4 56 4 4 4 4 4 5 5 66 5 5 5 5 5 4 4 71 5 5 5 4 4 4 4 63 4 4 4 4 4 3 3 68 3 5 5 5 5 5 5 66 5 5 5 4 4 4 4 65 5 5 5 5 5 4 4 64 4 5 5 5 4 4 4 61 4 4 4 5 5 5 5 71 5 4 4 4 4 5 5 71 5 5 5 4 4 4 4 67 4 4 4 4 4 5 5 67 4 5 5 5 5 5 4 60 4 4 4 4 4 4 4 67 4 4 4 5 5 5 5 63 5 5 5 4 4 4 4 58 4 4 4 4 4 4 4

4

4

4

5

5

5

3

4

4

5

5

5

3

3

4

4

4

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

5

4

4

4

4

4

4

5

4

5

5

5

5

2

3

3

4

4

4

3

4

4

4

4

4

2

3

3

4

4

4

4

5

5

4

4

4

5

5

5

5

5

5

5

5

5

4

4

4

5

5

4

4

4

4

4

4

4

5

5

5

4

4

4

4

4

4

4

5

4

4

4

4

4

3

3

4

4

4

5

5

5

5

5

5

5

5

5

5

5

5

4

5

4

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

5

4

5

4

4

4

4

4

4

4

4

4

3

4

4

4

4

4

NO. 1 2 3 4 5 6 7 8 9

SP1 5 3 4 3 4 4 4 3 4

SP2 5 3 4 3 4 2 3 4 5

SP3 SP4 SP5 SP6 SP7 3 5 5 5 5 3 4 4 4 4 4 5 4 5 4 3 3 3 3 3 5 5 4 4 4 3 4 3 2 4 4 4 3 4 4 4 4 4 4 4 2 1 4 5 4

SP8 TOTAL 5 38 4 29 5 35 3 24 4 34 5 27 4 30 4 31 3 28

137

10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36

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

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

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

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

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

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

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

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

37 38 30 29 31 37 32 29 28 36 24 30 35 31 31 27 25 36 32 29 30 40 27 26 32 35 31

138

NO. 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75

SP1 4 3 4 4 1 5 5 4 4 4 4 2 4 4 2 3 2 3 4 4 4 4 4 3 4 3 4 4 4 5 3 3 2 5 4 3 3 3 4

SP2 4 3 4 4 5 5 5 4 4 4 4 2 4 4 4 3 2 3 4 5 4 5 4 3 4 2 3 4 4 5 3 5 4 5 4 4 3 4 4

SP3 SP4 SP5 SP6 SP7 4 4 4 4 4 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 2 5 4 5 5 1 5 3 5 5 5 5 5 5 5 3 4 3 3 3 4 4 4 4 5 5 5 5 5 4 3 3 3 3 3 3 2 2 2 2 3 4 4 3 3 4 4 4 4 4 3 4 3 3 4 3 3 3 4 4 3 4 3 3 3 4 3 3 3 4 4 5 5 4 4 3 4 3 3 3 3 4 4 4 4 3 4 4 5 5 4 3 3 4 3 3 3 3 3 3 4 4 4 4 4 3 3 3 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 2 4 3 5 5 3 3 3 3 3 3 4 4 4 4 2 4 4 4 4 5 5 5 5 5 4 4 3 4 4 3 3 3 4 4 3 3 3 3 3 2 3 3 4 4 4 4 3 4 4

SP8 TOTAL 4 32 3 24 4 32 4 32 3 30 3 32 5 40 3 27 5 34 4 36 3 26 2 17 4 29 4 32 4 27 4 27 3 23 3 26 4 34 3 28 4 31 4 34 3 28 3 24 5 33 3 25 3 29 4 32 4 32 3 32 3 24 3 30 4 28 1 36 4 31 3 27 3 24 3 26 5 32

139

NO. 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

SP1 4 4 3 4 1 3 4 3 5 3 4 4 3 4 4 4 4 5 3 3 5 3 4 3 4

SP2 5 4 4 4 3 5 4 3 5 5 4 4 4 4 4 4 5 4 3 4 4 3 4 4 4

SP3 SP4 SP5 SP6 SP7 3 4 4 3 5 3 4 4 3 3 4 4 4 4 4 3 4 4 4 4 2 3 1 2 3 4 5 4 4 5 3 4 3 3 4 3 3 3 3 3 5 5 5 5 5 3 5 4 4 5 3 4 4 3 3 3 3 3 4 4 3 4 4 4 4 4 4 4 3 4 4 4 4 4 4 3 4 3 4 4 2 2 3 4 4 4 4 3 4 4 3 4 4 5 5 4 4 4 3 3 4 4 4 4 4 3 3 3 3 3 1 3 4 4 4 3 4 4 4 4 3 4 4 4 4

SP8 TOTAL 5 33 3 28 4 31 2 29 1 16 4 34 4 29 3 24 5 40 3 32 2 27 3 28 4 30 4 31 3 31 4 30 2 26 3 31 4 31 4 29 4 33 3 24 4 28 3 29 4 31

140

NO.

SP1

SP2

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36

5 4 4 5 5 4 4 4 5 5 4 5 5 4 4 4 5 4 4 5 4 4 4 4 4 4 5 5 4 5 5 4 4 5 5 5

5 4 4 5 5 4 5 4 4 4 4 5 5 4 4 4 5 4 4 4 4 4 4 4 4 4 5 5 4 5 5 4 4 5 5 5

SP3 SP4 SP5 SP6 SP7 SP8 5 4 4 5 4 5 5 4 4 5 4 5 5 4 4 4 5 4 4 4 4 4 4 4 4 4 5 4 4 5 5 4 4 5 4 4

5 5 4 5 4 5 5 4 5 5 4 5 5 4 4 4 5 4 4 5 4 4 4 4 4 4 4 5 4 5 5 5 4 5 4 4

5 5 4 4 5 5 5 4 5 5 4 5 5 4 4 5 5 4 4 5 4 4 4 5 4 4 4 4 4 5 5 5 4 4 5 4

5 5 4 4 5 5 5 5 5 5 4 5 5 4 4 5 5 4 4 4 4 4 4 5 4 4 4 4 4 5 5 5 4 4 5 5

5 5 4 4 5 4 5 5 5 4 4 5 5 4 4 5 5 4 4 4 4 4 4 5 4 4 4 4 4 5 5 5 4 4 5 4

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

TOTAL 40 36 32 37 38 36 38 34 38 38 32 40 40 32 32 35 40 32 32 36 32 32 32 35 32 32 36 36 32 40 40 35 32 36 36 34

141

NO. 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74

SP1 4 4 5 4 4 5 5 4 4 4 5 4 4 5 4 5 4 4 4 4 5 5 4 5 3 4 5 5 4 5 4 3 4 5 4 4 4 4

SP2 4 4 4 4 4 5 5 4 4 4 5 4 4 4 4 5 4 4 4 4 5 5 4 5 3 4 4 5 4 4 5 4 4 4 4 5 4 5

SP3 SP4 SP5 SP6 SP7 SP8 4 4 4 5 5 3 4 4 4 3 3 4 4 5 5 5 5 4 4 4 2 2 4 3 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 4 5 5 5 5 5 5 4 4 4 4 4 5 4 4 4 4 4 4 4 5 5 4 4 4 4 4 4 4 4 4 5 4 4 4 4 5 4 4 4 4 4 4 4 4 5 5 5 5 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 4 5 4 4 4 5 4 4 4 4 4 4 5 5 5 5 5 5 4 4 4 5 5 4 4 4 4 4 4 4 4 4 4 5 5 5 4 4 4 5 5 5 5 5 5 5 5 4 4 3 4 4 4 4 4 4 5 5 5 4 4 4 4 5 5 5 4 4 5 5 4 5 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 4 4 4 5 5 4 5 5 5 5 5 5

TOTAL 33 30 37 27 32 40 40 32 32 35 40 33 32 35 32 36 32 36 32 32 40 36 32 40 32 32 36 37 37 32 36 34 35 33 32 39 34 39

142

NO. 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

SP1 5 4 5 5 5 4 4 4 4 5 4 5 4 5 4 4 4 5 5 4 5 4 5 4 5 4

SP2 5 4 5 4 5 4 4 5 4 5 4 5 4 5 5 4 5 4 5 5 5 4 5 4 5 4

SP3 SP4 SP5 SP6 SP7 SP8 4 4 4 4 4 5 4 4 4 4 4 5 5 5 5 5 5 5 4 4 4 4 5 5 5 5 5 5 5 4 4 4 4 4 4 4 4 5 5 5 5 4 5 5 5 4 4 5 3 3 4 4 4 5 5 4 4 4 4 4 4 4 4 4 4 5 5 5 4 4 4 5 4 4 5 5 5 4 5 4 4 4 4 4 5 5 5 5 5 3 4 4 4 4 4 4 5 5 5 4 4 5 4 4 4 4 4 4 5 4 4 4 4 5 5 4 4 5 5 3 5 4 4 4 4 3 4 4 5 4 5 3 5 5 5 5 5 5 4 4 4 4 4 4 5 5 4 4 4 5 4 4 4 4 4 4

TOTAL 35 33 40 35 39 32 36 37 31 35 33 37 35 35 37 32 37 33 36 35 34 33 40 32 37 32

143

NO.

CS1

CS2

CS3

CS4

CS5

CS6 TOTAL

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39

5

5

5

5

5

5

3

3

4

3

3

3

4

4

4

4

4

4

4

4

3

4

4

4

3

4

5

4

4

4

3

5

5

5

5

5

3

4

4

3

3

4

4

4

4

4

4

4

4

5

5

5

5

5

2

2

4

3

4

3

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

5

4

4

4

4

4

4

4

4

4

4

4

4

4

5

5

5

5

4

4

4

4

4

4

4

5

4

3

4

4

5

4

4

4

4

4

4

5

5

4

5

5

4

4

3

3

5

4

5

3

4

4

3

3

4

4

4

4

5

5

5

5

4

4

4

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

5

4

3

3

4

4

4

3

4

4

4

4

4

4

4

4

3

4

4

4

3

4

5

4

4

4

4

2

2

4

4

4

3

4

4

3

3

4

4

4

4

4

4

4

4

5

5

5

5

5

30 19 24 23 24 28 21 24 29 18 24 30 30 24 24 29 30 24 24 28 24 25 24 28 24 21 27 25 24 30 29 21 24 23 24 20 21 24 29

144

NO. 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79

CS1

CS2

CS3

CS4

CS5

4

4

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

4

4

4

4

4

4

4

4

4

5

4

5

5

5

5

5

5

5

5

5

4

4

4

5

4

4

4

4

4

4

4

5

5

5

5

4

4

4

4

4

5

4

3

4

4

4

4

4

4

4

5

5

4

5

5

4

3

3

5

4

3

4

4

3

3

4

4

4

4

4

5

4

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

3

3

4

4

4

4

4

4

4

4

4

4

3

4

4

3

4

5

4

4

3

5

5

5

5

3

4

4

3

3

4

4

4

4

4

4

5

5

5

5

4

4

4

3

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

4

4

4

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

4

4

4

4

4

4

4

4

4

4

CS6 TOTAL 24 4 24 4 30 5 30 5 24 4 26 5 29 5 30 5 25 4 25 5 28 4 24 4 25 5 24 4 28 4 24 5 21 4 24 4 25 4 24 4 30 5 30 5 22 4 24 4 23 4 24 4 28 5 21 4 24 4 29 5 22 3 24 4 30 5 30 5 24 4 24 4 29 5 30 5 24 4 24 4

145

NO. 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

CS1

CS2

CS3

CS4

CS5

4

5

5

5

5

4

4

5

3

3

5

5

5

5

3

5

4

4

5

3

3

3

4

4

4

5

5

4

4

4

5

4

4

4

4

4

3

4

5

4

4

4

4

5

5

4

3

4

4

4

5

4

5

4

4

5

5

5

4

4

4

4

4

5

3

4

3

5

5

4

5

3

4

5

4

4

4

4

4

4

4

4

5

3

4

5

5

5

4

3

3

4

5

4

4

4

4

3

5

3

4

5

5

5

4

CS6 TOTAL 28 4 22 3 27 4 25 4 21 3 25 3 25 4 24 4 26 4 23 4 27 5 28 5 25 5 25 4 25 4 24 4 24 4 26 4 24 4 23 4 27 4

146

NO. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38

LC1 LC2 LC3 LC4 5

5

5

5

4

4

4

4

4

4

4

4

5

5

5

5

5

5

4

4

5

5

5

5

4

4

4

4

4

4

4

4

5

5

5

5

4

5

5

5

4

4

4

4

5

5

5

5

5

5

5

5

4

4

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

5

5

5

4

4

4

4

5

5

4

4

4

4

4

4

5

4

4

4

4

4

4

4

4

4

4

5

5

4

4

4

4

4

4

4

5

5

5

5

5

5

4

4

5

5

5

4

5

5

5

5

4

4

5

5

4

4

4

4

4

4

4

4

4

4

4

4

5

5

4

4

4

4

4

4

4

4

5

5

4

4

5

4

TOTAL 20 16 16 20 18 20 16 16 20 19 16 20 20 16 16 18 20 20 16 18 16 17 16 17 17 16 20 18 19 20 18 16 16 16 18 16 18 17

147

NO. 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77

LC1

LC2

LC3

LC4

4

4

5

5

4

4

4

4

5

4

5

4

5

5

5

5

5

4

4

5

4

4

4

4

4

4

5

4

4

4

5

5

5

5

4

5

5

5

5

5

4

5

4

4

5

5

4

4

4

4

4

4

5

4

4

5

4

4

4

5

4

4

4

5

5

4

4

4

4

4

5

5

4

5

5

4

5

5

5

4

5

5

5

4

5

5

5

5

5

4

4

5

4

4

4

4

4

4

4

4

4

5

5

5

5

5

5

5

4

4

5

5

4

4

4

4

4

4

4

4

4

5

5

5

4

5

5

5

5

5

5

5

4

5

4

5

5

5

4

5

5

5

4

5

5

5

5

5

4

4

4

5

4

4

4

5

TOTAL 18 16 18 20 18 16 17 18 19 20 17 18 16 18 17 17 17 18 18 19 19 20 18 16 16 19 20 18 16 16 19 19 20 18 19 19 20 17 17

148

NO. 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

LC1

LC2

LC3

LC4

4

4

4

4

4

5

4

4

4

5

4

4

4

5

5

3

4

5

5

4

4

4

5

4

4

4

5

4

4

4

5

4

5

4

4

5

4

4

4

5

5

4

4

5

5

4

4

5

5

4

4

5

5

4

4

4

5

4

5

4

4

5

5

5

4

5

5

5

4

5

5

5

4

5

5

4

4

4

5

4

5

4

4

4

4

4

4

4

5

5

5

5

TOTAL 16 17 17 17 18 17 17 17 18 17 18 18 18 17 18 19 19 19 18 17 17 16 20

149

ATTACTHMENT 3 SPSS DATA QUALITY TEST RESULTS A. Validity Test Result of Service Quality (X1) Correlations q1

Pearson Correlation q1

Pearson Correlation

Sig. (2-tailed) N

q3

1

Sig. (2-tailed) N

q2

q2

q3

.738

**

.379

*

.749

q5

**

.663

q6

**

.575

q7

**

q8

1.000

q9

q10

.253

.432

q11

q12

q13

*

*

.372

*

*

.663

q14

q15

total

*

.782

**

.113

.113

**

.113

.361

.553 .000

.552

.050

.000

30

30

30

.000

.039

.000

.000

.001

.000

.043

.178

.017

.553

30

30

30

30

30

30

30

30

30

30

30

30

**

1

**

.217

.340

.401

*

.203

.203

**

.125

.448

.283 .000

.510

.013

.000

30

30

30

**

.302

.362

.039 .000

.105

.050

.000

30

30

30

.738

.000 30 *

.758

**

.735

**

.634

**

.533

**

.738

.000

.000

.000

.002

.000

.250

.066

.028

.283

30

30

30

30

30

30

30

30

30

30

**

1

**

.249

.379

*

.087

.288

.288

.379

Pearson Correlation

.379

Sig. (2-tailed)

.039

.000

30

30

N

q4

.758

30

.598

**

.602

*

.000

.000

.184

.039

.648

.123

.123

.039

30

30

30

30

30

30

30

30

30 .634

30

30

*

.602

.379

30

30

150

*

*

.790

.655

**

**

Pearson Correlation q4

Sig. (2-tailed) N

Pearson Correlation q5

Sig. (2-tailed) N

Pearson Correlation q6

Sig. (2-tailed) N

Pearson Correlation q7

Sig. (2-tailed) N

.749

**

.735

**

.598

**

.000

.000

.000

30

30

30

.663

**

.634

**

.602

**

1

.611

**

.403

*

30

30

30

30

30

30

30

**

1

**

.192

.435

.817

**

.249

.530

**

.663

*

.598

**

.536

**

.027 .000

.226

.042

.000

30

30

30

30

30

**

1.00

.536

.002

30

30

30

30

30

30

30

30

**

1

**

.186

.447

*

.164

.164

.001

.326

.013

.013

.385

30

30

30

30

30

30

30

**

1

.372

*

.253

.432

*

.113

.113

.043

.178

.017

.553

30

30

30

**

.002

.003

.007

30

30

30

30

30

.663

**

.575

.000

.000

.039

.000

.000

.001

30

30

30

30

30

30

30

30

*

1

Pearson Correlation

.372

*

.217

.087

.256

.192

.186

.372

Sig. (2-tailed)

.043

.250

.648

.172

.309

.326

.043

.551

*

**

.447

.551

0

**

.002 .000

.461

*

.386

*

.871

**

.374

.000

.575

*

.228

.016

.485

.817 **

.309

.184

**

**

*

.000

.002

.749

.485

.403

.007

.001

*

**

30

30

.379

.469

.027

30

**

.256

.000

30

.738

**

.009

30

**

.749

.172

.000

1.000

**

.000

.000

.533

.530

.003

.000

**

**

.000

.000

.575

.817

.872

**

.010

.035

.000

30

30

30

**

.076

.249

.385 .007

.689

.184

.000

30

30

30

**

.113

.361

.553 .000

.552

.050

.000

30

30

30

30

.282

.282 .192

-.011

.149

.130

.130 .309

.954

.433

30

30 .485

30 .663

*

.617

.782

.463

**

**

**

q8 .002

151

.010

N

q9

30

30

30

Pearson Correlation

.253

.340

.288

Sig. (2-tailed)

.178

.066

.123

.009

.016

.013

.178

.002

30

30

30

30

30

30

30

30

*

.288

N

q10

q12

**

.435

**

*

.253

.447

*

*

**

1

.551

**

.850

**

30

.494

**

.000

.005

30

30

30

**

1

.000

.013

.017

.002

.000

30

30

30

30

30

30

30

30

30

Pearson Correlation

.113

.203

.379

**

.164

.113

.282

Sig. (2-tailed)

.553

.283

.039

.027

.002

.385

.553

.130

.005

.005

30

30

30

30

30

30

30

30

30

30

Pearson Correlation

.113

.203

.379

**

.164

.113

.282

Sig. (2-tailed)

.553

.283

.039

.027

.002

.385

.553

.130

.005

.005

.000

30

30

30

30

30

30

30

30

30

30

30

N

.403

*

.536

.850

.494

.494

**

**

.494

**

.000

*

.551

30

.123

.536

.432

30

.028

*

.447

30

.017

.403

.598

*

30

Sig. (2-tailed)

*

.611

**

30

.432

N

.401

.469

30

Pearson Correlation

N

q11

*

30

.005 30

30

**

1

.494

.494

**

30

30

30

30

**

.435 *

.316

.252

.005 .016

.089

.179

.000

30

30

30

.494

30

30

**

.598

.494

**

.005 .000

30

**

.196

.000

.300

.001

30

30

30

**

.196

.002

.000

.300

.001

30

30

30

30

.536 **

1

30

**

30

*

**

.767

30

.000 .002

1.000

*

.000

*

30

.459

**

.011

30

30

*

.649

.019

30 1.000

.425

30

30 .536 **

.617

.617

152

.570

.570

**

**

Pearson Correlation q13

Sig. (2-tailed)

**

.602

**

.817

**

1.000

*

*

.485

**

.663

**

.192

.435

*

.598

**

.536

**

.536

**

1

.000

.000

.000

.007

.000

.309

.016

.000

.002

.002

30

30

30

30

30

30

30

30

30

30

30

30

30

Pearson Correlation

.113

.125

.302

.228

.461

*

.076

.113

-.011

.316

.425

**

.461

Sig. (2-tailed)

.552

.510

.105

.226

.010

.689

.552

.954

.089

.019

.000

30

30

30

30

30

30

30

30

30

30

30

30

*

.249

.361

*

.149

.252

.459

*

.196

.196

.300 .035

*

*

*

*

.050

.013

.050

.042

.035

.184

.050

.433

.179

.011

.300

30

30

30

30

30

30

30

30

30

30

30

Sig. (2-tailed) N

**

.790

**

.655

**

.374

.871

**

.386

**

Sig. (2-tailed)

.782

.362

.617

.361

Pearson Correlation

.448

*

Pearson Correlation

N

total

.634

.000

N

q15

**

.000

N

q14

.663

.872

**

.617

**

.782

**

.463

**

.649

**

.767

**

.570

**

.000

.000

.000

.000

.000

.000

.000

.010

.000

.000

.001

30

30

30

30

30

30

30

30

30

30

30

.617

*

.461

*

.386 *

30

30

**

.872

.570

**

.001 .000 30

30

*

.872

**

.010

.035

.000

30

30

30

1 .558

.000 .010 30

.386

**

.458

*

.001

.011

30

30

30

**

1

.558

.001

*

**

.002

30

.458

.537

30

30

**

1

.537

.011

.002

30

30

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

153

30

B. Reliability Test Result of Service Quality (X1) Reliability Statistics Cronbach's Alpha .920

N of Items 15

154

C. Validity Test Result of Sales Promotion (X2) Correlations q1

Pearson Correlation q1

Pearson Correlation

Sig. (2-tailed) N

Pearson Correlation q3

Sig. (2-tailed) N Pearson Correlation

q4

Sig. (2-tailed) N

Pearson Correlation q5

Sig. (2-tailed) N

q6

1

Sig. (2-tailed) N

q2

q2

30

.722

**

q3

.722

**

.577

**

*

.464

**

.306

1.000 **

.810

**

.101

.000

.000

30

30

30

30

30

30

30

30

*

.331

.331

.433

.000

.003

.074

.074

.017

.000

.000

30

30

30

30

30

30

30

30

**

1

1 .700

.700

.523

**

**

.523

.666

* *

.722

**

.760

**

*

*

.472

**

.472

**

.289 .577

**

.760

**

.000

.008

.008

.122

.001

.000

30

30

30

30

30

30

30

**

1

.666

.000

.003

.000

30

30

30

.331 .472

**

30 .665

.010

.074

.008

.000

30

30

30

30 .530

**

.530

**

.384

*

.659

**

.818

**

.000

.003

.036

.000

.000

30

30

30

30

30

*

*

**

.665

1 .866

**

.736

**

.464

**

.807

**

.000

.000

.010

.000

30

30

30

30

30

**

1

**

.327

.000

.077

.000

30

30

30

30

**

1

.306

*

Pearson Correlation

.327

.331 .472

Sig. (2-tailed)

.077

.074

.008

.003

.000

30

30

30

30

30

Pearson Correlation

.306

.433

*

.289

.384

Sig. (2-tailed)

.101

.017

.122

.036

N

.327

*

total

.077

30

**

q8

.010

30

.464

.659

q7

.000

.000

**

**

q6

.001

.001

.659

.577

q5

.000

.000 30

q4

*

*

.866

.736

**

.873

.873

.763

.698

**

**

q7 .000

.000

.101

.000

155

N

Pearson Correlation q8

Sig. (2-tailed) N

Pearson Correlation total

Sig. (2-tailed) N

30

1.000

**

30

.722

**

30

.577

**

30 .659

30

30

30

30

**

.327

.306

1

*

*

.464

.000

.000

.001

.000

.010

.077

.101

30

30

30

30

30

30

30

.810

**

.760

**

.760

**

.818

30

.810

.000 30

30

**

1

*

*

.807

**

.763

**

.698

**

.810

.000

.000

.000

.000

.000

.000

.000

.000

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 .907

**

N of Items 8

156

E. Validity Test Result of Customer Satisfaction (X3) Correlations q1 Pearson Correlation q1

Pearson Correlation Sig. (2-tailed) N

q3

30

30

30

30

30

30

30

**

1

.618

.000 30

Sig. (2-tailed)

Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N

**

**

.709

**

30

30

30

30

**

1

**

.360

.006

.000

.050

.000

30

30

30

30

30

**

1

.663

.726

**

.489

30

.709

**

.614

**

.489

**

.614

.925

**

30

30

30

**

1

.925

30

30

30

30

**

.360

.001

.000

.050

.000

.000

30

30

30

30

30

.647

**

**

30

.000

**

.927

.000

.000

.892

**

**

.000

.000

.664

.803

.647

.000

.002

**

**

30

30

.731

.892

30

30

**

**

.000

.006

.582

.664

**

.000

.000

**

**

.731

.000

.000

.545

.726

**

.000

30

.635

.663

.582

.000

30

N

total

.000

.000

Pearson Correlation

q6

.001

.503

N

q5

.002

.545

**

total

.000

.635

**

q6

.503

Sig. (2-tailed)

Sig. (2-tailed)

q5

.000

.127

Pearson Correlation

q4

.127

.618

Pearson Correlation

N

q4

q3 **

1

Sig. (2-tailed) N

q2

q2

.803

.927

**

**

.687

**

.905

**

.000

.000

30

30

30

**

1

.687

.905

**

.826

**

.000 30

30

**

1

.826

.000

.000

.000

.000

.000

.000

30

30

30

30

30

30

**. Correlation is significant at the 0.01 level (2-tailed).

157

30

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 Pearson Correlation q1

Pearson Correlation Sig. (2-tailed) N Pearson Correlation q3

Sig. (2-tailed) N

q4

q3

.802

**

q4

.548

**

.800

**

.000

30

30

30

30

30

**

1

.802

.000 30 .548

**

**

.911

**

.000

30

30

30

30

**

1

.740

30

30 .605

**

.912

**

30

30

30

**

1

30

30

30

**

**

.000

.000

.911

.864

.000

.000

**

**

.000

.000

.800

.605

.000

.002

*

.740

.023

N

*

.023

Sig. (2-tailed)

Sig. (2-tailed)

.413

.002

.413

Pearson Correlation

total

.000

Pearson Correlation

N

total

1

Sig. (2-tailed) N

q2

q2

.864

.912

**

.833

**

.000 30

30

**

1

.833

.000

.000

.000

.000

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).

158

H. Reliability Test Result of Customer Loyalty (Y) Reliability Statistics Cronbach's

N of Items

Alpha .887

4

ATTACTHMENT 4 SPSS CLASSICAL ASSUMPTION TEST RESULTS

A. Normality Test Result in Graph

Uji Normalitas (secara grafik)

159

B. Normality Test Result in Statistic

One-Sample Kolmogorov-Smirnov Test Unstandardized Residual N

100 Mean

Normal Parameters

0E-7

a,b

Std. Deviation

Most Extreme Differences

1.18011892

Absolute

.096

Positive

.096

Negative

-.062

Kolmogorov-Smirnov Z

.956

Asymp. Sig. (2-tailed)

.320

a. Test distribution is Normal. b. Calculated from data.

160

C. Multicollinearity Test Result

Coefficients Model

Unstandardized Coefficients

a

Standardized

t

Sig.

Collinearity Statistics

Coefficients B (Constan

7.675

1.695

x1

.056

.028

x2

.110

x3

.105

t)

1

Std. Error

Beta

Tolerance

VIF

4.527

.000

.220

2.004

.048

.619

1.614

.045

.234

2.433

.017

.805

1.243

.052

.218

2.013

.047

.636

1.572

a. Dependent Variable: y

D. Heteroskedasticity Test Result

161

ATTACTHMENT 5 SPSS HYPOTHESIS TEST RESULTS

A. Partial Test Result Significance (t Test) Model

Unstandardized Coefficients

Standardized

t

Sig.

Coefficients B (Constant)

Std. Error

Beta

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

1

A. Simultaneous Test Result Significance (F Test)

a

ANOVA Model

Sum of Squares Regression

1

df

Mean Square

55.285

3

18.428

Residual

137.875

96

1.436

Total

193.160

99

F 12.831

Sig. .000

b

a. Dependent Variable: y b. Predictors: (Constant), x3, x2, x1

162

ATTACTHMENT 6 SPSS MULTIPLE LINEAR REGRESSION ANALYSIS TEST RESULTS

Model

Unstandardized Coefficients

Standardized

t

Sig.

Coefficients B (Constant)

Std. Error 7.675

1.695

x1

.056

.028

x2

.110

x3

.105

Beta 4.527

.000

.220

2.004

.048

.045

.234

2.433

.017

.052

.218

2.013

.047

1

163

ATTACTHMENT 7 SPSS COEFFICIENT OF DETERMINATION TEST RESULTS

b

Model Summary Model

1

R

.535

R Square

a

.286

Adjusted R

Std. Error of the

Square

Estimate .264

1.198

a. Predictors: (Constant), x3, x2, x1 b. Dependent Variable: y

164