149 lampiran 1. instrumen (kuesioner) penelitian kuesioner
TRANSCRIPT
149
Lampiran 1. Instrumen (Kuesioner) Penelitian
KUESIONER PENELITIAN Penelitian tentang: Manajemen Pemasaran
PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, KUALITAS HUBUNGAN TERHADAP KEPUASAN DAN
LOYALITAS PELANGGAN (Studi pada Pelanggan Speedy Telkom di Kabupaten Tabanan)
Kepada Yth, Pelanggan Speedy di Tabanan Dengan Hormat,
Bersama ini saya :
Nama : I WAYAN SUDASTRA Pekerjaan : Mahasiswa Magister Manajemen konsentrasi Pemasaran
Universitas Udayana (UNUD) NIM : 06 90 661 028 Sedang mengadakan penelitian dengan judul Tesis “Pengaruh kualitas
produk, kualitas pelayanan, kualitas hubungan terhadap kepuasan dan loyalitas pelanggan”. Untuk keperluan tersebut, saya mohon bantuan Bpk/Ibu atau Saudara/i dengan hormat untuk memberikan penilaian melalui kuesioner ini dengan sebenar-benarnya berdasarkan atas apa yang Bpk/ Ibu/ Sdr/ i lakukan berkaitan dengan apa yang Bapak/ Ibu/ Sdr/I rasakan terhadap produk Speedy.
Semoga partisipasi yang Bpk/ Ibu/ Sdr/ i berikan dapat bermanfaat untuk
kepentingan ilmu pengetahuan serta dapat membantu upaya meningkatkan kepuasan pelanggan. Atas kerjasama dan partisipasi yang diberikan, saya ucapkan terima kasih.
Hormat saya,
I Wayan Sudastra NIM. 06 90 661 028
150
Petunjuk pengisian : Pada pertanyaan di bawah ini, Anda dimohon untuk mengisi pertanyaan-pertanyaan tersebut dengan keadaan/ kondisi yang sebenarnya. IDENTITAS RESPONDEN 1. Jenis Kelamin : a. Pria b. Wanita 2. Usia saat ini : (Pilih salah satu dibawah ini)
a. < 20 thn d. 41 thn - 50 thn b. 20 thn - 30 thn e. > 50 thn c. 31 thn - 40 thn
3. Pendidikan terakhir : (Pilih salah satu dibawah ini) a. SD d. Diploma
b. SMP e. S1 c. SMU f. S2/S3
4. Pekerjaan saat ini : (Pilih salah satu dibawah ini) a. PNS d. TNI/ POLRI b. Peg. Swasta e. Lain-lain .......................... c. Wiraswasta
5. Penghasilan per bulan : (Pilih salah satu dibawah ini) a. < Rp500 ribu b. ≥Rp 500 ribu - Rp 1 juta c. ≥ Rp 1 juta - Rp 2 juta d. ≥ Rp 2 juta - Rp 5 juta e. > Rp 5 juta
6. Sudah berapa lama menggunakan speedy: (Pilih salah satu dibawah ini) a. < 3 bulan b. ≥ 3 – 6 bulan c. ≥ 6 – 12 bulan d. ≥1 – 2 tahun e. > 2 tahun
151
Petunjuk Pengisian Silahkan anda pilih jawaban yang menurut anda paling sesuai dengan kondisi yang ada dengan jalan memberikan tanda (√) pada pilihan jawaban yang tersedia. Keterangan : SS = Sangat Setuju TS = Tidak Setuju ST = Setuju STS = Sangat Tidak Setuju RG = Ragu-ragu KUALITAS PRODUK
INDIKATOR
JAWABAN SS ST RG TS STS 5 4 3 2 1
1. Saya merasa menggunakan internet dengan speedy jarang sekali mengalami hambatan dalam penggunaannya
2. Saya merasa speedy mudah digunakan 3. Saya merasa speedy memiliki kelengkapan 4. Saya merasa kualitas jaringan speedy tidak
pernah bermasalah
5. Saya merasa memiliki kemudahan dalam mengakses internet dengan speedy
6. Saya merasa produk speedy memiliki nilai tambah
KUALITAS LAYANAN
INDIKATOR
JAWABAN SS ST RG TS STS 5 4 3 2 1
7. Saya merasa pelayanan petugas dapat menanggapi permintaan dan keluhan Anda
8. Saya merasa petugas menunjukkan perhatian dan kesungguhan yang cukup besar dalam memberikan layanan
9. Saya merasa petugas memberikan perhatian yang sangat besar terhadap produk
10. Saya merasa petugas memberikan jaminan jika produk bermasalah akan mendapatkan garansi
11. Saya merasa petugas melayani dengan sepenuh hati
152
KUALITAS HUBUNGAN
INDIKATOR
JAWABAN SS ST RG TS STS 5 4 3 2 1
12. Saya percaya akan hubungan baik saya dengan PT Telkom sebagai produsen Speedy
13. Saya merasa PT Telkom memiliki komitmen yang baik untuk tetap menjaga kualitas produk Speedy
14. Saya memahami aturan dan formulasi pada produk Speedy
15. Dalam hubungan dengan pelanggan, PT Telkom mendukung dan mengelola dengan baik teknologi informasi yang dimiliki
16. PT Telkom memiliki komunikasi yang baik kepada pelanggan produk Speedy
KEPUASAN PELANGGAN
INDIKATOR
JAWABAN SS ST RG TS STS 5 4 3 2 1
17. Saya merasa mendapatkan manfaat sesuai dengan harapan pelanggan
18. Saya merasa produk Speedy memberikan jaminan atas kualitas yang diberikan
19. Saya merasa hubungan yang baik dengan produk yang saya gunakan
LOYALITAS PELANGGAN
INDIKATOR
JAWABAN SS ST RG TS STS 5 4 3 2 1
20. Saya akan merekomendasikan kepada orang lain
21. Saya akan menyatakan hal-hal positif mengenai produk Speedy kepada teman-teman
22. Saya mengajak orang lain untuk menggunakan produk Speedy
23. Saya menganggarkan biaya per bulan untuk membeli ulang produk Speedy
24. Saya tidak memiliki keinginan untuk berpindah ke produk lain yang sejenis
xx
153
Lampiran 2. Data Hasil Penelitian
No X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X2.1 X2.2 X2.3 X2.4 X2.5 X3.1 X3.2 X3.3 X3.4 X3.5 Y1.1 Y1.2 Y1.3 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5
1 5 4 4 5 4 5 3 4 5 2 4 3 2 4 3 3 3 5 2 4 4 2 4 4
2 3 1 2 3 5 4 4 3 2 3 5 5 4 3 3 3 3 3 4 2 2 3 2 3
3 5 2 3 3 1 3 4 3 5 2 4 3 3 2 3 5 2 3 3 3 3 3 3 3
4 3 2 4 3 5 5 4 3 4 4 4 5 5 5 4 3 3 2 3 2 2 3 2 2
5 4 4 3 2 4 5 4 3 3 3 3 5 3 2 3 5 3 2 2 3 2 3 2 2
6 5 4 4 4 2 5 5 5 5 3 5 5 5 5 5 3 5 5 4 4 3 4 3 3
7 4 4 4 4 4 5 2 1 3 3 1 5 2 3 4 4 3 3 3 3 2 3 3 3
8 2 3 3 5 4 5 5 5 5 5 2 2 4 1 3 2 5 3 5 4 2 4 2 3
9 1 3 3 2 1 2 5 4 4 4 5 5 5 4 4 3 3 4 3 4 3 4 4 4
10 4 3 3 4 5 5 5 4 4 5 5 4 4 2 3 2 3 4 4 4 4 4 4 4
11 4 4 3 3 5 5 2 4 5 3 3 2 1 3 2 1 3 4 3 4 3 3 2 3
12 1 2 3 3 1 2 3 3 4 4 4 2 3 2 3 4 2 3 3 2 3 1 3 2
13 5 4 5 4 5 5 2 2 2 2 2 2 3 3 4 3 4 2 2 4 4 4 3 3
14 5 3 5 2 4 4 4 5 4 5 4 2 2 5 1 2 5 5 3 2 4 3 2 3
15 4 5 4 4 4 5 5 4 3 4 5 5 3 5 4 5 4 5 4 4 4 4 4 4
16 4 3 5 4 5 4 4 2 5 3 4 3 3 4 3 5 3 3 4 4 2 4 2 3
17 4 4 5 3 3 4 4 3 5 4 2 5 3 5 3 4 5 4 3 3 3 3 2 3
18 3 2 2 3 3 4 4 4 3 4 2 3 1 3 3 3 3 2 3 4 5 2 3 3
19 5 5 5 3 5 4 5 5 5 3 4 3 5 4 3 4 5 5 4 4 4 4 3 4
20 1 3 3 4 5 2 2 3 1 4 4 2 4 3 2 3 3 2 3 3 5 4 3 3
21 3 1 4 3 3 3 2 5 3 3 2 5 3 3 4 3 3 3 2 2 4 2 2 2
154
No X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X2.1 X2.2 X2.3 X2.4 X2.5 X3.1 X3.2 X3.3 X3.4 X3.5 Y1.1 Y1.2 Y1.3 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5
22 2 4 3 2 4 5 5 5 4 2 1 3 3 3 3 4 3 3 4 4 4 2 4 3
23 4 2 4 3 3 3 5 4 5 4 5 3 3 2 2 3 1 2 3 4 2 2 3 2
24 3 3 2 4 3 5 4 4 4 3 3 2 2 3 1 3 5 4 4 4 4 4 4 5
25 4 2 3 3 4 5 4 3 3 5 5 3 4 4 2 3 4 3 4 2 3 4 2 3
26 2 3 3 2 1 1 4 3 5 5 2 5 4 5 4 5 5 4 3 4 4 3 3 3
27 4 3 3 2 4 4 1 3 4 3 1 4 3 4 3 3 5 3 5 4 4 3 3 3
28 5 4 4 5 3 5 5 5 3 5 5 4 4 4 4 5 5 3 4 4 5 4 4 3
29 5 2 3 3 5 5 3 3 4 5 4 3 4 3 3 3 5 3 3 4 4 4 4 3
30 2 4 3 5 5 5 4 3 5 5 3 5 4 5 5 4 5 4 3 4 3 2 4 4
31 4 1 2 4 3 3 5 5 2 4 4 2 2 4 4 3 3 3 2 2 2 2 3 2
32 2 3 3 2 5 4 4 2 3 3 3 5 5 5 4 4 4 3 4 3 3 2 4 3
33 4 4 4 4 5 5 2 2 4 2 4 4 4 3 4 2 5 4 3 4 4 4 4 3
34 4 3 4 4 5 5 4 4 5 5 5 5 5 5 3 5 3 3 5 3 3 1 5 3
35 2 2 3 3 5 1 5 5 4 3 4 5 4 4 4 4 5 3 4 4 4 4 3 4
36 4 4 4 4 5 5 3 3 2 3 3 4 4 4 5 3 3 3 3 4 4 4 4 4
37 3 3 2 3 3 2 5 5 3 4 5 3 3 4 4 3 1 3 2 3 2 3 3 4
38 1 1 3 2 1 2 4 3 2 5 2 5 3 3 2 4 4 3 4 4 4 3 2 4
39 5 3 5 4 3 5 3 3 4 5 2 3 3 3 4 2 3 5 2 4 4 3 4 3
40 3 5 3 4 5 5 5 4 5 5 4 2 3 3 3 2 5 5 3 4 4 5 4 4
41 2 2 4 5 3 4 3 2 3 5 3 3 2 4 3 4 4 3 3 3 1 3 2 3
42 3 3 4 2 4 4 4 5 5 5 4 5 5 5 4 5 2 3 4 3 4 2 3 3
43 4 4 3 2 3 4 3 3 3 2 2 4 3 3 4 3 3 3 3 4 3 3 3 3
155
No X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X2.1 X2.2 X2.3 X2.4 X2.5 X3.1 X3.2 X3.3 X3.4 X3.5 Y1.1 Y1.2 Y1.3 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5
44 1 2 5 4 3 3 3 3 4 3 3 4 5 5 4 4 4 5 4 4 4 4 2 3
45 5 5 4 5 5 5 4 2 3 4 1 5 4 3 3 4 3 3 5 4 4 4 4 3
46 4 4 4 5 4 5 1 3 1 1 3 5 5 4 4 5 5 4 3 3 3 3 2 3
47 5 3 4 3 3 5 3 3 5 3 2 2 3 2 3 4 4 2 4 3 2 4 3 3
48 4 2 3 4 5 4 4 3 4 4 5 5 5 3 4 5 4 4 3 4 4 5 3 3
49 4 4 5 4 5 5 3 3 3 5 3 2 3 2 1 2 4 3 3 3 1 3 4 3
50 4 3 4 4 2 2 2 4 2 2 2 2 4 3 2 2 2 2 2 2 2 1 2 2
51 4 4 5 4 5 5 4 3 4 2 4 4 4 5 3 2 3 3 3 4 3 4 3 4
52 4 3 3 2 5 5 5 4 5 4 4 5 4 2 3 3 3 2 2 4 3 3 4 3
53 4 3 3 4 2 3 2 3 4 2 3 3 4 1 3 2 3 3 4 3 3 4 3 2
54 1 4 2 3 5 5 4 3 2 5 3 4 4 3 3 3 4 5 4 3 3 2 4 3
55 2 4 2 2 1 2 5 5 3 4 4 3 3 3 2 3 3 1 2 2 2 2 4 2
56 3 4 4 3 4 3 4 3 3 3 2 4 3 2 3 3 2 2 2 4 4 4 4 2
57 5 4 4 4 4 4 2 1 2 2 2 2 2 2 5 5 2 2 3 2 4 3 3 2
58 3 2 4 3 2 4 2 2 2 1 3 3 3 3 3 4 2 1 2 3 2 3 3 3
59 3 3 3 2 2 2 5 5 4 5 3 5 4 4 5 4 5 5 4 3 4 2 2 2
60 4 5 5 4 4 5 3 2 3 4 3 2 4 3 2 3 3 2 3 3 2 4 3 3
61 5 4 3 3 4 4 4 4 3 4 3 5 5 2 2 4 4 3 3 3 4 3 4 3
62 4 5 3 2 3 4 3 2 4 5 5 5 5 4 4 3 5 3 4 3 3 4 3 3
63 4 4 4 4 5 4 4 3 3 4 3 4 3 3 3 3 3 3 4 4 4 4 2 4
64 2 4 2 3 4 3 4 3 5 4 3 4 3 3 3 3 2 3 2 2 3 2 1 3
65 5 2 4 5 3 5 4 3 3 4 3 3 3 4 2 3 3 3 3 4 4 4 4 3
66 3 4 3 3 2 2 3 3 3 5 2 4 2 2 4 5 2 4 3 3 2 3 3 4
156
No X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X2.1 X2.2 X2.3 X2.4 X2.5 X3.1 X3.2 X3.3 X3.4 X3.5 Y1.1 Y1.2 Y1.3 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5
67 4 4 5 4 4 5 4 5 5 4 5 2 2 3 3 4 3 5 5 3 4 4 3 3
68 4 3 3 3 4 2 5 5 5 5 4 3 4 3 3 3 3 2 4 3 2 4 3 3
69 4 2 5 4 2 5 5 2 5 5 3 2 4 3 2 3 3 3 3 2 4 2 2 3
70 2 2 3 3 5 4 2 3 2 2 2 5 5 4 3 3 2 2 2 2 2 3 2 3
71 5 4 4 4 4 5 5 5 3 4 5 3 3 3 3 2 3 3 2 4 4 3 3 4
72 3 1 2 2 3 2 2 2 3 3 5 4 5 3 4 2 3 2 4 3 2 3 2 2
73 5 4 4 3 4 5 5 4 5 3 3 3 4 2 3 3 5 3 4 4 5 4 3 4
74 4 1 4 4 3 5 4 4 5 3 3 3 5 3 3 4 1 2 2 2 3 3 2 2
75 2 4 5 5 5 5 2 4 2 1 2 5 5 3 3 5 2 2 2 3 3 3 5 3
76 4 3 4 3 4 5 5 5 5 5 5 5 4 5 4 4 2 5 3 3 3 3 3 3
77 4 4 5 3 1 5 4 5 3 4 3 2 4 2 3 3 3 3 3 3 4 3 2 2
78 5 4 3 2 4 5 3 3 2 2 2 2 3 3 2 1 4 3 4 2 3 2 2 2
79 5 2 3 2 1 1 5 5 4 3 5 2 2 3 3 3 2 2 3 2 4 3 2 2
80 4 4 3 4 5 5 3 5 3 4 3 4 3 3 4 2 4 3 3 4 3 4 2 4
81 4 3 2 3 2 5 2 3 4 5 3 4 5 2 2 3 4 2 3 2 2 3 4 2
82 4 3 3 3 4 3 4 4 4 5 1 5 3 2 3 4 2 4 4 4 3 4 2 4
83 4 3 5 3 5 5 3 3 5 3 3 5 5 5 3 3 5 4 5 4 2 4 2 4
84 4 2 3 5 5 5 4 2 4 3 4 4 3 3 4 3 3 3 4 4 4 4 4 4
85 5 4 3 4 3 4 3 5 3 1 4 2 4 4 3 2 5 3 5 4 2 2 4 3
86 2 3 3 4 3 5 4 5 5 3 4 3 3 3 1 3 1 1 2 2 2 3 2 3
87 4 3 5 5 3 5 2 1 2 3 3 3 3 3 4 4 2 2 2 3 3 2 2 2
88 3 5 3 3 1 5 5 3 5 4 4 5 3 5 3 3 4 5 5 3 4 3 3 3
89 5 3 4 4 4 5 5 4 5 5 4 5 3 4 3 4 5 5 4 4 4 3 3 3
157
No X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X2.1 X2.2 X2.3 X2.4 X2.5 X3.1 X3.2 X3.3 X3.4 X3.5 Y1.1 Y1.2 Y1.3 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5
90 3 2 3 2 2 3 2 5 2 3 1 2 4 4 3 3 3 2 2 2 2 3 3 3
91 1 1 3 3 1 2 3 1 2 2 5 5 5 4 3 5 3 2 2 2 2 4 3 2
92 4 3 3 2 3 3 2 4 3 2 4 5 3 5 4 3 3 4 3 4 3 5 4 3
93 4 4 5 4 5 5 4 3 5 2 5 2 4 5 2 3 5 2 2 4 4 4 3 4
94 4 5 5 4 4 5 4 4 2 5 4 5 4 2 4 3 4 3 3 4 5 4 4 3
95 3 5 5 4 5 4 2 2 3 2 2 3 3 2 2 3 4 3 3 3 4 4 2 3
96 4 5 3 3 1 4 2 3 2 3 2 5 3 5 3 4 3 4 4 4 4 3 4 3
97 4 3 5 5 5 5 5 3 5 2 2 4 3 4 4 5 4 3 4 5 4 5 3 3
98 1 4 4 5 1 3 3 2 3 1 4 3 3 1 4 3 2 2 3 4 4 3 3 4
99 4 5 2 3 3 5 2 3 3 4 2 5 4 3 2 3 3 3 4 4 3 4 4 4
100 1 2 3 3 5 2 3 2 4 3 3 3 4 3 3 3 3 4 3 2 2 3 2 3
101 2 4 2 3 2 3 3 2 5 2 3 3 2 3 2 2 3 2 2 4 3 3 4 2
102 5 3 5 3 4 4 4 3 5 4 4 2 1 3 3 2 2 3 2 2 3 2 2 3
103 3 4 3 3 5 4 5 5 5 5 2 3 3 3 2 3 3 3 3 4 3 5 4 3
104 5 5 5 5 4 5 5 5 5 4 5 4 3 3 3 3 3 4 3 4 4 3 4 3
105 4 2 4 5 5 5 5 4 4 5 4 3 5 4 2 1 4 5 5 4 5 4 4 4
106 5 5 4 5 5 5 3 3 3 3 2 5 5 3 3 4 3 3 2 4 4 5 4 2
107 4 4 3 4 4 4 3 4 3 5 4 5 5 5 4 3 3 2 2 4 4 3 3 3
108 4 3 3 4 5 5 4 5 4 2 1 5 4 5 3 3 1 2 2 4 2 4 5 3
109 2 3 3 3 4 3 2 5 5 2 3 5 3 5 3 3 5 5 3 4 4 4 3 4
110 5 3 2 2 2 5 5 4 5 5 5 5 5 3 3 5 5 5 4 5 5 4 4 4
111 4 4 5 4 3 5 5 5 3 4 5 2 3 2 3 1 3 4 5 3 4 4 3 2
112 2 3 4 2 5 5 3 3 2 4 3 3 3 3 2 5 3 3 4 4 3 4 3 3
158
No X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 X2.1 X2.2 X2.3 X2.4 X2.5 X3.1 X3.2 X3.3 X3.4 X3.5 Y1.1 Y1.2 Y1.3 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5
113 3 4 5 4 2 5 3 3 3 3 2 4 5 5 3 4 4 3 3 4 5 3 2 3
114 1 2 2 3 4 2 4 3 5 2 2 4 4 3 3 2 3 3 3 3 4 2 3 2
115 5 5 3 5 2 5 5 5 4 5 5 5 5 5 3 5 3 4 2 4 4 4 3 4
116 1 4 4 4 3 3 3 5 3 2 5 2 2 3 2 3 3 3 3 3 2 3 2 3
117 5 3 3 4 4 4 4 2 3 3 5 3 5 4 4 3 2 1 2 2 2 3 2 2
118 5 2 4 3 3 4 5 4 5 5 4 2 3 3 3 3 2 4 2 4 4 2 2 4
119 4 1 2 3 5 4 5 5 5 5 5 3 5 3 1 3 3 3 3 3 4 3 3 2
120 4 3 3 2 1 3 5 2 5 2 5 3 2 3 1 2 1 3 2 3 2 3 4 2
159
Lampiran 3. Karakteristik Responden
Jenis Kelamin
87 72.5 72.5 72.5
33 27.5 27.5 100.0
120 100.0 100.0
Pria
Wanita
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Usia
5 4.2 4.2 4.2
36 30.0 30.0 34.2
45 37.5 37.5 71.7
29 24.2 24.2 95.8
5 4.2 4.2 100.0
120 100.0 100.0
< 20 thn
20-30 thn
31-40 thn
41-50 thn
>50 thn
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Pendidikan
30 25.0 25.0 25.0
23 19.2 19.2 44.2
56 46.7 46.7 90.8
11 9.2 9.2 100.0
120 100.0 100.0
SMA
D3
S1
S2/S3
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Pekerjaan
25 20.8 20.8 20.8
48 40.0 40.0 60.8
26 21.7 21.7 82.5
9 7.5 7.5 90.0
12 10.0 10.0 100.0
120 100.0 100.0
PNS
Peg. Swasta
Wiraswasta
TNI/POLRI
Pelajar/Mahasiswa
Total
ValidFrequency Percent Valid Percent
CumulativePercent
160
Penghasilan
104 86.7 86.7 86.7
12 10.0 10.0 96.7
4 3.3 3.3 100.0
120 100.0 100.0
> 1 juta - 2 juta
>2 juta - 5juta
> 5 juta
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Lama Penggunaan
9 7.5 7.5 7.5
32 26.7 26.7 34.2
15 12.5 12.5 46.7
37 30.8 30.8 77.5
27 22.5 22.5 100.0
120 100.0 100.0
< 3 bulan
3-6 bulan
6 - 12 bulan
1 - 2 tahun
> 2 tahun
Total
ValidFrequency Percent Valid Percent
CumulativePercent
161
Lampiran 4. Uji Validitas dan Reliabilitas Instrumen A. Variabel Kualitas Produk (X1)
Correlations
.620**
.000
120
.571**
.000
120
.618**
.000
120
.616**
.000
120
.597**
.000
120
.812**
.000
120
1
120
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
X1
X1
Correlation is significant at the 0.01 level(2-tailed).
**.
Reliability Statistics
.704 6
Cronbach'sAlpha N of Items
Item-Total Statistics
17.86 13.366 .392 .680
18.16 14.235 .359 .687
17.86 14.257 .450 .662
17.98 14.277 .448 .663
17.84 13.361 .337 .703
17.35 11.692 .680 .579
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
162
B. Variabel Kualitas Layanan (X2)
Correlations
.839**
.000
120
.637**
.000
120
.636**
.000
120
.644**
.000
120
.624**
.000
120
1
120
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N
X2.1
X2.2
X2.3
X2.4
X2.5
X2
X2
Correlation is significant at the 0.01 level(2-tailed).
**.
Reliability Statistics
.700 5
Cronbach'sAlpha N of Items
Item-Total Statistics
14.08 9.179 .712 .540
14.24 10.907 .411 .669
14.06 10.913 .410 .669
14.23 10.646 .403 .674
14.37 10.822 .373 .687
X2.1
X2.2
X2.3
X2.4
X2.5
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
163
C. Variabel Kualitas Hubungan (X3)
Correlations
.821**
.000
120
.632**
.000
120
.630**
.000
120
.619**
.000
120
.631**
.000
120
1
120
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N
X3.1
X3.2
X3.3
X3.4
X3.5
X3
X3
Correlation is significant at the 0.01 level(2-tailed).
**.
Reliability Statistics
.692 5
Cronbach'sAlpha N of Items
Item-Total Statistics
13.31 6.719 .646 .542
13.38 8.524 .395 .664
13.58 8.515 .389 .667
13.88 8.934 .416 .656
13.66 8.597 .401 .661
X3.1
X3.2
X3.3
X3.4
X3.5
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
164
D. Variabel Kepuasan Pelanggan (Y1)
Correlations
.827**
.000
120
.788**
.000
120
.764**
.000
120
1
120
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N
Y1.1
Y1.2
Y1.3
Y1
Y1
Correlation is significant at the 0.01 level(2-tailed).
**.
Reliability Statistics
.705 3
Cronbach'sAlpha N of Items
Item-Total Statistics
6.34 2.697 .551 .580
6.50 3.042 .509 .630
6.48 3.378 .517 .627
Y1.1
Y1.2
Y1.3
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
165
E. Variabel Loyalitas Pelanggan (Y2)
Correlations
.847**
.000
120
.652**
.000
120
.652**
.000
120
.585**
.000
120
.651**
.000
120
1
120
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
Y2
Y2
Correlation is significant at the 0.01 level(2-tailed).
**.
Reliability Statistics
.696 5
Cronbach'sAlpha N of Items
Item-Total Statistics
12.59 4.865 .728 .528
12.66 5.454 .383 .683
12.68 5.599 .410 .666
12.90 5.973 .330 .698
12.91 5.983 .470 .645
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
166
Lampiran 5. Deskripsi Variabel Penelitian A. Variabel Kualitas Produk (X1)
Descriptive Statistics
120 1 5 3.55 1.229
120 1 5 3.25 1.094
120 2 5 3.55 .951
120 2 5 3.43 .950
120 1 5 3.57 1.327
120 1 5 4.06 1.154
120
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
Valid N (listwise)
N Minimum Maximum Mean Std. Deviation
X1.1
11 9.2 9.2 9.2
15 12.5 12.5 21.7
18 15.0 15.0 36.7
49 40.8 40.8 77.5
27 22.5 22.5 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X1.2
8 6.7 6.7 6.7
22 18.3 18.3 25.0
36 30.0 30.0 55.0
40 33.3 33.3 88.3
14 11.7 11.7 100.0120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X1.3
15 12.5 12.5 12.5
48 40.0 40.0 52.5
33 27.5 27.5 80.0
24 20.0 20.0 100.0
120 100.0 100.0
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
167
X1.4
22 18.3 18.3 18.3
41 34.2 34.2 52.5
40 33.3 33.3 85.8
17 14.2 14.2 100.0
120 100.0 100.0
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X1.5
13 10.8 10.8 10.8
13 10.8 10.8 21.7
25 20.8 20.8 42.5
31 25.8 25.8 68.3
38 31.7 31.7 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X1.6
3 2.5 2.5 2.5
14 11.7 11.7 14.2
16 13.3 13.3 27.5
27 22.5 22.5 50.0
60 50.0 50.0 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
168
B. Variabel Kualitas Layanan (X2)
Descriptive Statistics
120 1 5 3.67 1.118
120 1 5 3.50 1.130
120 1 5 3.68 1.130
120 1 5 3.52 1.202
120 1 5 3.38 1.210
120
X2.1
X2.2
X2.3
X2.4
X2.5
Valid N (listwise)
N Minimum Maximum Mean Std. Deviation
X2.1
2 1.7 1.7 1.7
21 17.5 17.5 19.2
26 21.7 21.7 40.8
37 30.8 30.8 71.7
34 28.3 28.3 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X2.2
4 3.3 3.3 3.3
18 15.0 15.0 18.3
43 35.8 35.8 54.2
24 20.0 20.0 74.2
31 25.8 25.8 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X2.3
2 1.7 1.7 1.7
18 15.0 15.0 16.7
35 29.2 29.2 45.8
26 21.7 21.7 67.5
39 32.5 32.5 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
169
X2.4
5 4.2 4.2 4.2
23 19.2 19.2 23.3
30 25.0 25.0 48.3
29 24.2 24.2 72.5
33 27.5 27.5 100.0120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X2.5
7 5.8 5.8 5.8
25 20.8 20.8 26.7
31 25.8 25.8 52.5
30 25.0 25.0 77.5
27 22.5 22.5 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
170
C. Variabel Kualitas Hubungan (X3)
Descriptive Statistics
120 2 5 3.64 1.165
120 1 5 3.57 1.035
120 1 5 3.38 1.046
120 1 5 3.08 .900
120 1 5 3.29 1.007
120
X3.1
X3.2
X3.3
X3.4
X3.5
Valid N (listwise)
N Minimum Maximum Mean Std. Deviation
X3.1
26 21.7 21.7 21.7
32 26.7 26.7 48.3
21 17.5 17.5 65.8
41 34.2 34.2 100.0
120 100.0 100.0
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X3.2
3 2.5 2.5 2.5
13 10.8 10.8 13.3
44 36.7 36.7 50.0
33 27.5 27.5 77.5
27 22.5 22.5 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X3.3
3 2.5 2.5 2.5
19 15.8 15.8 18.3
51 42.5 42.5 60.8
24 20.0 20.0 80.8
23 19.2 19.2 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
171
X3.4
6 5.0 5.0 5.0
21 17.5 17.5 22.5
56 46.7 46.7 69.2
32 26.7 26.7 95.8
5 4.2 4.2 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
X3.5
4 3.3 3.3 3.3
18 15.0 15.0 18.3
55 45.8 45.8 64.2
25 20.8 20.8 85.0
18 15.0 15.0 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
172
D. Variabel Kepuasan Pelanggan (Y1)
Descriptive Statistics
120 1 5 3.32 1.115
120 1 5 3.16 1.037
120 2 5 3.18 .917
120
Y1.1
Y1.2
Y1.3
Valid N (listwise)
N Minimum Maximum Mean Std. Deviation
Y1.1
6 5.0 5.0 5.0
19 15.8 15.8 20.8
50 41.7 41.7 62.5
21 17.5 17.5 80.0
24 20.0 20.0 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Y1.2
4 3.3 3.3 3.3
27 22.5 22.5 25.8
52 43.3 43.3 69.2
20 16.7 16.7 85.8
17 14.2 14.2 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Y1.3
31 25.8 25.8 25.8
46 38.3 38.3 64.2
33 27.5 27.5 91.7
10 8.3 8.3 100.0
120 100.0 100.0
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
173
E. Variabel Loyalitas Pelanggan (Y2)
Descriptive Statistics
120 2 5 3.34 .804
120 1 5 3.28 .961
120 1 5 3.26 .884
120 1 5 3.03 .859
120 2 5 3.03 .704
120
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
Valid N (listwise)
N Minimum Maximum Mean Std. Deviation
Y2.1
23 19.2 19.2 19.2
35 29.2 29.2 48.3
60 50.0 50.0 98.3
2 1.7 1.7 100.0
120 100.0 100.0
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Y2.2
2 1.7 1.7 1.7
29 24.2 24.2 25.8
31 25.8 25.8 51.7
50 41.7 41.7 93.3
8 6.7 6.7 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Y2.3
3 2.5 2.5 2.5
20 16.7 16.7 19.2
46 38.3 38.3 57.5
45 37.5 37.5 95.0
6 5.0 5.0 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
174
Y2.4
1 .8 .8 .8
36 30.0 30.0 30.8
44 36.7 36.7 67.5
36 30.0 30.0 97.5
3 2.5 2.5 100.0
120 100.0 100.0
Sangat Tidak Setuju
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Y2.5
27 22.5 22.5 22.5
64 53.3 53.3 75.8
28 23.3 23.3 99.2
1 .8 .8 100.0
120 100.0 100.0
Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total
ValidFrequency Percent Valid Percent
CumulativePercent
175
Lampiran 6. Pengujian Asumsi dalam SEM A. Normalitas
Assessment of normality (Group number 1)
Variable min max skew c.r. kurtosis c.r. Y1.3 2.000 5.000 .288 1.288 -.785 -1.756 X1.6 1.000 5.000 -.970 -4.336 -.228 -.510 X1.5 1.000 5.000 -.578 -2.584 -.794 -1.776 X3.5 1.000 5.000 .085 .381 -.365 -.815 Y2.5 2.000 5.000 .111 .496 -.570 -1.274 Y2.4 1.000 5.000 .096 .429 -.910 -1.035 Y2.3 1.000 5.000 -.307 -1.373 -.263 -.589 Y2.2 1.000 5.000 -.230 -1.028 -.864 -1.933 Y2.1 2.000 5.000 -.498 -2.226 -.947 -1.118 Y1.1 1.000 5.000 .010 .044 -.656 -1.466 Y1.2 1.000 5.000 .270 1.209 -.502 -1.122 X3.1 2.000 5.000 -.105 -.471 -1.464 -1.274 X3.2 1.000 5.000 -.202 -.903 -.576 -1.288 X3.3 1.000 5.000 .091 .405 -.673 -1.504 X3.4 1.000 5.000 -.217 -.970 -.008 -.017 X2.1 1.000 5.000 -.368 -1.646 -.957 -1.141 X2.2 1.000 5.000 -.123 -.549 -.878 -0.964 X2.3 1.000 5.000 -.268 -1.198 -1.060 -1.371 X2.4 1.000 5.000 -.258 -1.154 -1.029 -1.301 X2.5 1.000 5.000 -.177 -.794 -.999 -1.234 X1.1 1.000 5.000 -.702 -3.141 -.493 -1.102 X1.2 1.000 5.000 -.275 -1.231 -.619 -1.385 X1.3 2.000 5.000 .121 .540 -.947 -1.118 X1.4 2.000 5.000 .045 .199 -.913 -1.042 Multivariate -4.357 -.676
176
B. Outlier
Observations farthest from the centroid (Mahalanobis distance) (Group
number 1)
Observation number Mahalanobis d-squared p1 p2 8 39.864 .022 .932
34 39.075 .027 .835 85 37.301 .041 .872 98 34.854 .071 .973 38 34.632 .074 .948 20 34.402 .078 .912 57 33.809 .088 .912
120 33.106 .102 .931 31 33.015 .104 .886
108 32.799 .108 .850 75 32.034 .126 .904 14 31.589 .138 .912 21 30.842 .158 .954 22 30.738 .161 .933 86 30.064 .183 .965
112 30.058 .183 .941 91 29.751 .193 .943 54 29.671 .196 .920 46 29.414 .205 .920
115 29.158 .214 .920 111 28.997 .220 .907 49 28.873 .225 .887 88 28.868 .225 .838 90 28.810 .227 .793
110 28.320 .247 .861 24 28.297 .248 .813 50 28.258 .249 .762
105 28.255 .249 .691 93 27.857 .266 .758 81 27.781 .269 .716 30 27.524 .281 .738 23 27.436 .285 .700 66 27.201 .295 .717 5 27.119 .299 .678
41 27.025 .303 .642 11 26.997 .305 .578 78 26.981 .305 .506
177
Observation number Mahalanobis d-squared p1 p2 39 26.945 .307 .443 35 26.906 .309 .384 42 26.647 .321 .421 69 26.395 .333 .458 79 26.127 .347 .505 67 26.082 .349 .449 64 25.913 .358 .452 55 25.853 .361 .405 72 25.798 .364 .358 18 25.697 .369 .332
101 25.604 .374 .305 119 25.384 .385 .332 82 25.304 .389 .300 45 25.278 .391 .249 26 25.204 .395 .219 97 25.061 .402 .216
118 24.896 .411 .221 9 24.895 .411 .171
92 24.862 .413 .137 2 24.709 .422 .138
114 24.421 .438 .180 116 24.289 .445 .175 109 24.180 .451 .164 19 24.023 .460 .167 1 23.783 .474 .200
44 23.596 .485 .215 62 23.533 .489 .187 40 23.511 .490 .148
106 23.486 .491 .116 74 23.355 .499 .113 27 23.262 .504 .101 94 23.187 .509 .087 59 22.947 .523 .108 96 22.915 .525 .084 37 22.763 .534 .086 77 22.747 .535 .063 6 22.659 .540 .055
117 22.197 .568 .119 107 22.089 .574 .110 52 21.728 .595 .174 83 21.724 .596 .131
178
Observation number Mahalanobis d-squared p1 p2 113 21.696 .597 .102 47 21.485 .610 .119 16 21.340 .619 .119
102 21.327 .619 .088 12 21.197 .627 .084 53 21.078 .634 .079 28 20.965 .641 .072 32 20.783 .651 .079 99 20.741 .654 .060 3 20.572 .664 .063
100 20.422 .673 .063 61 20.214 .685 .072 68 19.912 .702 .103
103 19.396 .731 .217 84 18.738 .766 .456 4 18.713 .767 .384
17 18.649 .770 .334 73 18.621 .772 .270 48 18.304 .788 .339 80 18.224 .792 .295 87 18.157 .795 .248
179
C. Liniaritas
Model Summary and Parameter Estimates
Dependent Variable: Y1
.043 5.363 1 118 .022 7.118 .119EquationLinear
R Square F df1 df2 Sig.
Model Summary
Constant b1
Parameter Estimates
The independent variable is X1.
Model Summary and Parameter Estimates
Dependent Variable: Y1
.073 9.352 1 118 .003 6.653 .169EquationLinear
R Square F df1 df2 Sig.
Model Summary
Constant b1
Parameter Estimates
The independent variable is X2.
Model Summary and Parameter Estimates
Dependent Variable: Y1
.051 6.277 1 118 .014 6.972 .158EquationLinear
R Square F df1 df2 Sig.
Model Summary
Constant b1
Parameter Estimates
The independent variable is X3.
Model Summary and Parameter Estimates
Dependent Variable: Y2
.154 21.512 1 118 .000 10.356 .261EquationLinear
R Square F df1 df2 Sig.
Model Summary
Constant b1
Parameter Estimates
The independent variable is X1.
Model Summary and Parameter Estimates
Dependent Variable: Y2
.034 4.192 1 118 .043 13.539 .135EquationLinear
R Square F df1 df2 Sig.
Model Summary
Constant b1
Parameter Estimates
The independent variable is X2.
180
Model Summary and Parameter Estimates
Dependent Variable: Y2
.038 4.624 1 118 .034 13.227 .160EquationLinear
R Square F df1 df2 Sig.
Model Summary
Constant b1
Parameter Estimates
The independent variable is X3.
Model Summary and Parameter Estimates
Dependent Variable: Y2
.204 30.235 1 118 .000 10.848 .526EquationLinear
R Square F df1 df2 Sig.
Model Summary
Constant b1
Parameter Estimates
The independent variable is Y1.
181
Lampiran 7. Pengujian Model SEM
GOODNESS OF FITRMSEA=.020GFI=.854AGFI=.821CFI=.979TLI=.977Khi kuadrat=256.544Khi Kuadrat/DF=1.047p_value=.293
.26
ProdukX1.4
.64d4
1.001 X1.3
.68d3
.921 X1.2
.92d2 1.02
1 X1.1
1.10d1
1.24
1
.31
Layanan
X2.5
1.14d11
1.001 X2.4
1.07d10
1.081 X2.3
.92d9
1.071 X2.2
.95d8 1.01
1 X2.1
.17d7 1.87
1
.18
HubunganX3.4
.62d15
1.001 X3.3
.87d14
1.081 X3.2
.81d13 1.17
1 X3.1
.26d12 2.44
1
Loyalitas
Kepuasan
Y1.2
.55e2
1 Y1.1
.65e1
1
Y2.1
.14e41.00
1
Y2.2
.68e5.68
1
Y2.3
.56e6
.66 1
Y2.4
.60e7
.52 1
Y2.5
.30e8
.611.28
u2
1
.45
u1
X3.5
.78d16
1.111
.951.00
.43
.35
.50
.40
.44
.29
.13
X1.5
1.37d5
1.211
X1.6
.42d6
1.881
Y1.3
.52e3
.7411
182
Analysis Summary
Notes for Group (Group number 1)
The model is recursive. Sample size = 120
Parameter summary (Group number 1)
Weights Covariances Variances Means Intercepts Total Fixed 31 0 0 0 0 31
Labeled 0 0 0 0 0 0 Unlabeled 26 0 29 0 0 55
Total 57 0 29 0 0 86
Notes for Model (Default model)
Computation of degrees of freedom (Default model)
Number of distinct sample moments: 300 Number of distinct parameters to be estimated: 55
Degrees of freedom (300 - 55): 245
Result (Default model)
Minimum was achieved Chi-square = 256.544 Degrees of freedom = 245 Probability level = .293
183
Estimates (Group number 1 - Default model)
Scalar Estimates (Group number 1 - Default model)
Maximum Likelihood Estimates
Regression Weights: (Group number 1 - Default model)
Estimate S.E. C.R. P Label Kepuasan <--- Produk .431 .190 2.264 .024 Kepuasan <--- Layanan .349 .166 2.102 .036 Kepuasan <--- Hubungan .501 .222 2.250 .024 Loyalitas <--- Kepuasan .395 .124 3.196 .001 Loyalitas <--- Produk .439 .161 2.728 .006 Loyalitas <--- Hubungan .286 .172 1.656 .098 Loyalitas <--- Layanan .132 .125 1.055 .292 X1.4 <--- Produk 1.000
X1.3 <--- Produk .925 .229 4.035 *** X1.2 <--- Produk 1.018 .260 3.912 *** X1.1 <--- Produk 1.240 .299 4.140 *** X2.5 <--- Layanan 1.000
X2.4 <--- Layanan 1.082 .275 3.934 *** X2.3 <--- Layanan 1.065 .264 4.039 *** X2.2 <--- Layanan 1.009 .258 3.914 *** X2.1 <--- Layanan 1.866 .411 4.536 *** X3.4 <--- Hubungan 1.000
X3.3 <--- Hubungan 1.080 .297 3.643 *** X3.2 <--- Hubungan 1.167 .303 3.855 *** X3.1 <--- Hubungan 2.436 .546 4.462 *** Y2.1 <--- Loyalitas 1.000
Y2.2 <--- Loyalitas .680 .129 5.259 *** Y2.3 <--- Loyalitas .655 .119 5.518 *** Y2.4 <--- Loyalitas .518 .117 4.449 *** Y2.5 <--- Loyalitas .606 .094 6.450 *** X3.5 <--- Hubungan 1.107 .292 3.793 *** Y1.1 <--- Kepuasan .949 .177 5.363 *** Y1.2 <--- Kepuasan 1.000
X1.6 <--- Produk 1.213 .314 3.863 *** X1.5 <--- Produk 1.881 .368 5.115 *** Y1.3 <--- Kepuasan .736 .146 5.046 ***
184
Standardized Regression Weights: (Group number 1 - Default model)
Estimate Kepuasan <--- Produk .286 Kepuasan <--- Layanan .254 Kepuasan <--- Hubungan .282 Loyalitas <--- Kepuasan .423 Loyalitas <--- Produk .312 Loyalitas <--- Hubungan .172 Loyalitas <--- Layanan .102 X1.4 <--- Produk .534 X1.3 <--- Produk .493 X1.2 <--- Produk .472 X1.1 <--- Produk .512 X2.5 <--- Layanan .459 X2.4 <--- Layanan .500 X2.3 <--- Layanan .524 X2.2 <--- Layanan .496 X2.1 <--- Layanan .928 X3.4 <--- Hubungan .478 X3.3 <--- Hubungan .444 X3.2 <--- Hubungan .485 X3.1 <--- Hubungan .899 Y2.1 <--- Loyalitas .888 Y2.2 <--- Loyalitas .506 Y2.3 <--- Loyalitas .529 Y2.4 <--- Loyalitas .431 Y2.5 <--- Loyalitas .615 X3.5 <--- Hubungan .472 Y1.1 <--- Kepuasan .699 Y1.2 <--- Kepuasan .685 X1.6 <--- Produk .464 X1.5 <--- Produk .827 Y1.3 <--- Kepuasan .613
185
Variances: (Group number 1 - Default model)
Estimate S.E. C.R. P Label Produk .256 .091 2.799 .005 Layanan .306 .126 2.441 .015 Hubungan .183 .074 2.483 .013 u1 .448 .134 3.336 *** u2 .276 .067 4.094 *** d4 .640 .093 6.891 *** d3 .679 .096 7.061 *** d2 .923 .129 7.135 *** d1 1.105 .158 6.988 *** d11 1.145 .156 7.326 *** d10 1.074 .149 7.194 *** d9 .919 .129 7.099 *** d8 .955 .132 7.210 *** d7 .172 .134 1.279 .201 d15 .619 .087 7.146 *** d14 .871 .120 7.263 *** d13 .813 .114 7.119 *** d12 .259 .157 1.646 .100 e2 .546 .108 5.067 *** e1 .654 .124 5.257 *** e4 .135 .051 2.677 .007 e5 .682 .094 7.221 *** e6 .558 .078 7.148 *** e7 .596 .081 7.397 *** e8 .305 .045 6.773 *** d16 .782 .109 7.167 *** d5 1.370 .191 7.162 *** d6 .418 .121 3.462 *** e3 .519 .086 6.063 ***
186
Squared Multiple Correlations: (Group number 1 - Default model)
Estimate Kepuasan .226 Loyalitas .454 Y1.3 .376 X1.6 .684 X1.5 .215 X3.5 .223 Y2.5 .379 Y2.4 .186 Y2.3 .280 Y2.2 .256 Y2.1 .789 Y1.1 .469 Y1.2 .488 X3.1 .808 X3.2 .235 X3.3 .197 X3.4 .228 X2.1 .861 X2.2 .246 X2.3 .275 X2.4 .250 X2.5 .211 X1.1 .262 X1.2 .223 X1.3 .243 X1.4 .285
187
Matrices (Group number 1 - Default model)
Standardized Total Effects (Group number 1 - Default model)
Hubungan Layanan Produk Kepuasan Loyalitas Kepuasan .282 .254 .286 .000 .000 Loyalitas .291 .210 .433 .423 .000 Y1.3 .173 .156 .176 .613 .000 X1.6 .000 .000 .827 .000 .000 X1.5 .000 .000 .464 .000 .000 X3.5 .472 .000 .000 .000 .000 Y2.5 .179 .129 .266 .260 .615 Y2.4 .125 .090 .186 .182 .431 Y2.3 .154 .111 .229 .224 .529 Y2.2 .147 .106 .219 .214 .506 Y2.1 .258 .186 .384 .375 .888 Y1.1 .193 .174 .196 .685 .000 Y1.2 .197 .177 .200 .699 .000 X3.1 .899 .000 .000 .000 .000 X3.2 .485 .000 .000 .000 .000 X3.3 .444 .000 .000 .000 .000 X3.4 .478 .000 .000 .000 .000 X2.1 .000 .928 .000 .000 .000 X2.2 .000 .496 .000 .000 .000 X2.3 .000 .524 .000 .000 .000 X2.4 .000 .500 .000 .000 .000 X2.5 .000 .459 .000 .000 .000 X1.1 .000 .000 .512 .000 .000 X1.2 .000 .000 .472 .000 .000 X1.3 .000 .000 .493 .000 .000 X1.4 .000 .000 .534 .000 .000
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Standardized Direct Effects (Group number 1 - Default model)
Hubungan Layanan Produk Kepuasan Loyalitas Kepuasan .282 .254 .286 .000 .000 Loyalitas .172 .102 .312 .423 .000 Y1.3 .000 .000 .000 .613 .000 X1.6 .000 .000 .827 .000 .000 X1.5 .000 .000 .464 .000 .000 X3.5 .472 .000 .000 .000 .000 Y2.5 .000 .000 .000 .000 .615 Y2.4 .000 .000 .000 .000 .431 Y2.3 .000 .000 .000 .000 .529 Y2.2 .000 .000 .000 .000 .506 Y2.1 .000 .000 .000 .000 .888 Y1.1 .000 .000 .000 .685 .000 Y1.2 .000 .000 .000 .699 .000 X3.1 .899 .000 .000 .000 .000 X3.2 .485 .000 .000 .000 .000 X3.3 .444 .000 .000 .000 .000 X3.4 .478 .000 .000 .000 .000 X2.1 .000 .928 .000 .000 .000 X2.2 .000 .496 .000 .000 .000 X2.3 .000 .524 .000 .000 .000 X2.4 .000 .500 .000 .000 .000 X2.5 .000 .459 .000 .000 .000 X1.1 .000 .000 .512 .000 .000 X1.2 .000 .000 .472 .000 .000 X1.3 .000 .000 .493 .000 .000 X1.4 .000 .000 .534 .000 .000
189
Standardized Indirect Effects (Group number 1 - Default model)
Hubungan Layanan Produk Kepuasan Loyalitas
Kepuasan .000 .000 .000 .000 .000 Loyalitas .119 .107 .121 .000 .000 Y1.3 .173 .156 .176 .000 .000 X1.6 .000 .000 .000 .000 .000 X1.5 .000 .000 .000 .000 .000 X3.5 .000 .000 .000 .000 .000 Y2.5 .179 .129 .266 .260 .000 Y2.4 .125 .090 .186 .182 .000 Y2.3 .154 .111 .229 .224 .000 Y2.2 .147 .106 .219 .214 .000 Y2.1 .258 .186 .384 .375 .000 Y1.1 .193 .174 .196 .000 .000 Y1.2 .197 .177 .200 .000 .000 X3.1 .000 .000 .000 .000 .000 X3.2 .000 .000 .000 .000 .000 X3.3 .000 .000 .000 .000 .000 X3.4 .000 .000 .000 .000 .000 X2.1 .000 .000 .000 .000 .000 X2.2 .000 .000 .000 .000 .000 X2.3 .000 .000 .000 .000 .000 X2.4 .000 .000 .000 .000 .000 X2.5 .000 .000 .000 .000 .000 X1.1 .000 .000 .000 .000 .000 X1.2 .000 .000 .000 .000 .000 X1.3 .000 .000 .000 .000 .000 X1.4 .000 .000 .000 .000 .000
190
Model Fit Summary
CMIN
Model NPAR CMIN DF P CMIN/DF Default model 55 256.544 245 .293 1.047 Saturated model 300 .000 0
Independence model 24 832.749 276 .000 3.017
RMR, GFI
Model RMR GFI AGFI PGFI Default model .076 .854 .821 .697 Saturated model .000 1.000 Independence model .192 .551 .512 .507
Baseline Comparisons
Model NFI
Delta1 RFI rho1
IFI Delta2
TLI rho2
CFI
Default model .692 .653 .980 .977 .979 Saturated model 1.000 1.000 1.000 Independence model .000 .000 .000 .000 .000
Parsimony-Adjusted Measures
Model PRATIO PNFI PCFI Default model .888 .614 .869 Saturated model .000 .000 .000 Independence model 1.000 .000 .000
NCP
Model NCP LO 90 HI 90 Default model 11.544 .000 53.885 Saturated model .000 .000 .000 Independence model 556.749 473.811 647.304
FMIN
Model FMIN F0 LO 90 HI 90 Default model 2.156 .097 .000 .453 Saturated model .000 .000 .000 .000 Independence model 6.998 4.679 3.982 5.440
191
RMSEA
Model RMSEA LO 90 HI 90 PCLOSE Default model .020 .000 .043 .990 Independence model .130 .120 .140 .000
AIC
Model AIC BCC BIC CAIC Default model 366.544 395.799 519.856 574.856 Saturated model 600.000 759.574 1436.248 1736.248 Independence model 880.749 893.515 947.649 971.649
ECVI
Model ECVI LO 90 HI 90 MECVI Default model 3.080 2.983 3.436 3.326 Saturated model 5.042 5.042 5.042 6.383 Independence model 7.401 6.704 8.162 7.509
HOELTER
Model HOELTER
.05 HOELTER
.01 Default model 132 139 Independence model 46 48