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Lampiran 1. Surat Permohonan Menjadi Responden

SURAT PERMOHONAN MENJADI RESPONDEN Kepada Yth. Bapak/Ibu Calon Responden Di Tempat

Dengan hormat,

Saya yang bertanda tangan di bawah ini adalah mahasiswa Pasca Sarjana Fakultas Ekonomi dan Bisnis Program Studi Magister Manajemen Jurusan Manajemen Pemasaran Universitas Mercu Buana (FEB-MM UMB) Nama NIM

: Dina Ferdianita : 55114120006

Dengan ini akan melakukan penelitian yang berjudul “ANALISIS PERAN MEDIASI KEPERCAYAAN PELANGGAN DALAM MEMBANGUN LOYALITAS PADA PELANGGAN PT. GENECRAFT LABS. Bersama dengan ini saya bermaksud untuk memohon waktu dan kesediaan bapak/ibu menjadi responden dalam penelitian saya dan mengisi semua pertanyaan yang ada sesuai dengan petunjuk. Jawaban bapak/ibu sekalian akan saya jaga kerahasiaannya dan hanya digunakan untuk kepentingan penelitian semata. Atas kesediaan bapak/ibu saya ucapkan terima kasih yang sebesar-besarnya.

Hormat saya,

Dina Ferdianita 55114120006


137

Lampiran 2. Lembar Kuisioner

LEMBAR KUISIONER ANALISIS PERAN MEDIASI KEPERCAYAAN PELANGGAN DALAM MEMBANGUN LOYALITAS PADA PELANGGAN PT. GENECRAFT LABS Petunjuk Pengisian:

Pilihlah salah satu jawaban yang menurut anda paling sesuai dengan memberikan tanda (√).

A. Identitas Responden

1. Nama

: ……………………………

2. Usia

: ……………………………

3. Jenis Kelamin

: (……) Laki-laki

4. Pendidikan Terakhir

: (……) SMU/Sederajat

(…….) Perempuan

(……) Akademi/Diploma (……) Sarjana/S1 (…....) Magister/S2 (……) Doktor/S3 5. Institusi/Perusahaan

: …………………………..

6. Lama Bekerja di instansi

:…………………………..

6. Jabatan

: …………………………..

7. Alamat

: …………………………..

(Mohon diberikan alamat lengkap untuk bisa saya kirimkan souvenir sebagai ungkapan rasa terima kasih saya)


138

Kuisioner Penelitian

Keterangan: STS

: Sangat Tidak Setuju

TS

: Tidak Setuju

N

: Netral

S

: Setuju

SS

: Sangat Setuju

1. Persepsi Harga No 1

Skala X1.1.1 X1.1.2 X1.2.1 X1.2.2

Pernyataan Harga produk Qiagen terjangkau Harga Qiagen sesuai dengan kinerja produknya Harga Qiagen lebih murah dibanding dengan merek lain Harga Qiagen bervariasi tergantung harganya

2. Kualitas Pelayanan No Skala Pernyataan 2 X2.1.1 PT. GeneCraft Labs menyampaikan layanan secara benar X2.1.2 PT. GeneCraft Labs konsisten dengan pelayanan yang diberikan X2.2.1 PT. GeneCraft Labs mempunyai ajang komunikasi untuk membantu pelanggan X2.2.2 PT. GeneCraft Labs mempunyai peralatan yang memadai dalam menjelaskan produk X2.3.1 PT. GeneCraft Labs memberikan pengiriman produk yang cepat


STS

TS

N

S

SS

STS

TS

N

S

SS

139

X2.3.2 X2.4.1 X2.4.2 X2.5.1 X2.5.2

PT. GeneCraft Labs cepat dalam menguhubungi pelanggan kembali Technical support PT. GeneCraft Labs mempunyai pengetahuan yang baik Technical support PT. GeneCraft Labs mempunyai ketrampilan yang baik PT. GeneCraft Labs mengetahui kebutuhan pelanggan dengan baik PT. GeneCraft Labs memberikan perhatian individual terhadap pelanggan

3. Kualitas Produk No 3

Skala X3.1.1

Pernyataan Kinerja kit dari Qiagen sangat mendukung pekerjaan saya Produk dari Qiagen memiliki hasil yang dapat diandalkan Kinerja kit dari Qiagen sesuai dengan apa yang diharapkan Spesifikasi kit dari Qiagen sesuai dengan yang dijanjikan Produk Qiagen mempunyai feature yang bisa mempercepat pekerjaan Produk Qiagen mempunyai feature yang bisa mencegah human error

STS

TS

N

S

SS

Skala X4.1.1

Pernyataan Nama produk Qiagen mudah untuk diingat

STS

TS

N

S

SS

X4.1.2

Warna kemasan Qiagen mudah dikenali Hasil dari produk Qiagen diakui dalam dunia genetika internasional Hasil dari produk Qiagen mempunyai hasil yang konsisten

X3.1.2 X3.2.1 X3.2.1 X3.3.1 X3.3.2

4. Citra Merek No 4

X4.2.1 X4.2.2


140

5. Personal Selling No Skala Pernyataan 5 X5.1.1 Salesforce dari PT. GeneCraft Labs mampu menangani pesanan dengan baik X5.1.2 Salesforce dari PT. GeneCraft Labs menginformasikan kondisi stock produk yang dibutuhkan X5.1.3 X5.1.4

Dalam melakukan presentasi produk Qiagen salesforce dari PT. GeneCraft Labs mampu menjelaskan keunggulan produk Qiagen

X5.2.2

Dalam melakukan presentasi produk Qiagen salesforce dari PT. GeneCraft Labs mampu memberikan demontrasi tentang produk Qiagen Salesforce dari PT. GeneCraft Labs mempromosikan perusahaan bukan hanya produk

X5.3.2

TS

N

S

SS

STS

TS

N

S

SS

Salesforce dari PT. GeneCraft Labs mengontrol pengiriman Salesforce dari PT. GeneCraft Labs memastikan produk sampai di pelanggan

X5.2.1

X5.3.1

STS

Salesforce dari PT. GeneCraft Labs menginformasikan produk lain untuk meningkatkan penjualan

6. Kepercayaan Pelanggan No 6

Skala Z1.1.1

Z1.1.2

Pernyataan Saya percaya PT. GeneCraft Labs akan memberikan yang terbaik bagi pelanggan Saya percaya PT. GeneCraft Labs mempekerjakan tenaga yang mempunyai pengetahuan yang baik


141

Z2.2.1

Z2.2.2

Saya yakin PT. GeneCraft Labs dapat memberikan kenyamanan bagi saya dan instansi saya Saya yakin semua staf PT. GeneCraft selalu mengutamakan kepentingan para pelanggan

7. Loyalitas No 7

Skala Y1.1.1

Pernyataan Saya bersedia membeli produk dari PT. GeneCraft Labs setiap tahun

Y1.1.2

Saya bersedia membeli produk dari PT. GeneCraft Labs untuk penelitian selanjutnya

Y1.2.1

Saya bersedia membeli produk baru dari PT. GeneCraft Labs Saya bersedia membeli produk PT. GeneCraft Labs untuk menggantikan merek yang lain

Y1.2.2

Y1.3.1

Y1.3.2

Y1.4.1 Y1.4.2

Saya bersedia merekomendasikan PT. GeneCraft Labs kepada laboratorium lain Saya bersedia melakukan validasi metode dengan kit dan alat dari PT. GeneCraft Labs Saya tidak ingin berpindah ke distributor lain Saya tidak ingin berpindah ke produk yang lebih murah


STS

TS

N

S

SS

142

Lampiran 3. Hasil Olah Data Menggunakan LISREL DATE: 6/ 4/2017 TIME: 12:32 L I S R E L 8.72 BY Karl G. Jöreskog & Dag Sörbom This program is published exclusively by Scientific Software International, Inc. 7383 N. Lincoln Avenue, Suite 100 Lincolnwood, IL 60712, U.S.A. Phone: (800)247-‐6113, (847)675-‐0720, Fax: (847)675-‐2140 Copyright by Scientific Software International, Inc., 1981-‐2005 Use of this program is subject to the terms specified in the Universal Copyright Convention. Website: www.ssicentral.com The following lines were read from file C:\Users\ACER\Desktop\Material MORE\Analisis\Mbak Dina\olah ALL 168.Spl: Raw data from file 'C:\Users\ACER\Desktop\Material MORE\Analisis\Mbak Dina\data168.psf' Sample Size = 168 Latent Variables Keterjangkauan DSharga Reliability Tangibility Responsiveness Assurance Empathy PQuality CQuality Features MDikenali Reputasi OProcessing CSelling MSelling Cognitive Affective Rorder Rbuying Referral Immunity Harga Layanan Produk Citra Personal Kepercayaan Loyalitas Relationships X1.1.1 X1.1.2 X1.2.1 X1.2.2 = Harga X2.1.1 X2.1.2 X2.2.1 X2.2.2 X2.3.1 X2.3.2 X2.4.1 X2.4.2 X2.5.1 X2.5.2 = Layanan X3.1.1 X3.1.2 X3.2.1 X3.2.2 X3.3.1 X3.3.2 = Produk X4.1.1 X4.1.2 X4.2.1 X4.2.2 = Citra X5.1.1 X5.1.2 X5.1.3 X5.1.4 X5.2.1 X5.2.2 X5.3.1 X5.3.2 = Personal


143

Z1.1.1 Z1.1.2 Z1.2.1 Z1.2.2 = Kepercayaan Y1.1.1 Y1.1.2 Y1.2.1 Y1.2.2 Y1.3.1 Y1.3.2 Y1.4.1 Y1.4.2 = Loyalitas Kepercayaan = Harga Layanan Produk Citra Personal Loyalitas = Harga Layanan Kepercayaan Path Diagram options AD=OFF IT=1000 ME=UL SC EF !set the correlation between Citra and Produk equal to 0.6 set the correlation between Personal and Layanan equal to 0.3 set the error variance of Kepercayaan equal to free set the error covariance between X5.1.2 and X5.1.1 to free set the error covariance between X5.1.3 and X5.1.1 to free set the error covariance between X2.2.1 and X2.1.1 to free set the error covariance between X5.2.2 and X5.1.1 to free set the error covariance between X5.1.2 and X2.5.2 to free set the error covariance between X4.1.2 and X1.2.1 to free set the error covariance between X5.3.1 and X3.3.2 to free set the error covariance between X2.5.1 and X2.1.2 to free set the error variance of X1.1.1 equal to 0.35 set the error variance of X1.2.1 equal to 0.3 set the error variance of X5.3.2 equal to 0.4 set the error covariance between X4.1.2 and X4.1.1 to free set the error covariance between X5.2.1 and X5.1.1 to free set the error covariance between X3.3.1 and X3.1.1 to free set the error covariance between X5.1.4 and X2.3.2 to free set the error covariance between X4.2.1 and X1.1.2 to free set the error covariance between X5.1.3 and X2.5.2 to free set the error covariance between X5.1.1 and X1.2.2 to free !set the error covariance between X2.1.2 and X2.1.1 to free !set the error covariance between X5.3.2 and X5.3.1 to free !set the error covariance between Y1.4.1 and Y1.2.2 to free !set the error covariance between Y1.4.2 and Y1.4.1 to free !set the error covariance between X3.3.2 and X3.3.1 to free !set the error covariance between X3.2.2 and X3.1.1 to free !set the error covariance between X1.2.1 and X1.1.2 to free


144

End of Problem Sample Size = 168 Covariance Matrix Z1.1.1 Z1.1.2 Z1.2.1 Z1.2.2 Y1.1.1 Y1.1.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 0.38 Z1.1.2 0.21 0.30 Z1.2.1 0.21 0.22 0.35 Z1.2.2 0.23 0.23 0.24 0.36 Y1.1.1 0.13 0.11 0.15 0.11 0.44 Y1.1.2 0.15 0.13 0.17 0.11 0.33 0.45 Y1.2.1 0.14 0.13 0.17 0.14 0.25 0.29 Y1.2.2 0.10 0.10 0.13 0.12 0.20 0.22 Y1.3.1 0.22 0.20 0.20 0.18 0.20 0.26 Y1.3.2 0.15 0.14 0.17 0.15 0.22 0.24 Y1.4.1 0.17 0.12 0.16 0.14 0.27 0.26 Y1.4.2 0.15 0.11 0.13 0.12 0.25 0.23 X1.1.1 0.08 0.11 0.06 0.10 0.09 0.09 X1.1.2 0.16 0.13 0.14 0.10 0.09 0.17 X1.2.1 0.07 0.11 0.08 0.10 0.11 0.07 X1.2.2 0.11 0.13 0.09 0.10 0.13 0.09 X2.1.1 0.18 0.15 0.15 0.16 0.11 0.12 X2.1.2 0.18 0.17 0.18 0.19 0.11 0.13 X2.2.1 0.19 0.16 0.15 0.18 0.11 0.14 X2.2.2 0.18 0.16 0.14 0.14 0.09 0.13 X2.3.1 0.19 0.17 0.17 0.21 0.14 0.09 X2.3.2 0.21 0.16 0.20 0.18 0.15 0.18 X2.4.1 0.19 0.21 0.18 0.20 0.11 0.14 X2.4.2 0.17 0.18 0.17 0.19 0.11 0.12 X2.5.1 0.18 0.18 0.17 0.16 0.16 0.18 X2.5.2 0.16 0.16 0.16 0.18 0.16 0.16 X3.1.1 0.14 0.14 0.17 0.13 0.16 0.20 X3.1.2 0.18 0.16 0.17 0.15 0.18 0.20 X3.2.1 0.19 0.17 0.17 0.15 0.17 0.21 X3.2.2 0.15 0.11 0.16 0.13 0.17 0.20


145

X3.3.1 0.18 0.19 0.16 0.18 0.19 0.19 X3.3.2 0.16 0.13 0.13 0.15 0.15 0.19 X4.1.1 0.10 0.11 0.13 0.08 0.13 0.15 X4.1.2 0.14 0.12 0.12 0.11 0.07 0.13 X4.2.1 0.15 0.09 0.14 0.10 0.10 0.15 X4.2.2 0.17 0.14 0.14 0.15 0.15 0.20 X5.1.1 0.25 0.16 0.23 0.21 0.18 0.20 X5.1.2 0.22 0.17 0.22 0.20 0.20 0.18 X5.1.3 0.22 0.18 0.21 0.20 0.19 0.19 X5.1.4 0.25 0.21 0.23 0.23 0.19 0.18 X5.2.1 0.19 0.19 0.19 0.16 0.12 0.13 X5.2.2 0.21 0.20 0.20 0.19 0.12 0.15 X5.3.1 0.15 0.15 0.16 0.17 0.12 0.13 X5.3.2 0.14 0.13 0.18 0.15 0.16 0.17 Covariance Matrix Y1.2.1 Y1.2.2 Y1.3.1 Y1.3.2 Y1.4.1 Y1.4.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Y1.2.1 0.43 Y1.2.2 0.24 0.41 Y1.3.1 0.23 0.23 0.48 Y1.3.2 0.24 0.23 0.28 0.46 Y1.4.1 0.23 0.25 0.22 0.23 0.40 Y1.4.2 0.24 0.20 0.21 0.23 0.30 0.49 X1.1.1 0.13 0.08 0.12 0.06 0.12 0.20 X1.1.2 0.13 0.09 0.14 0.10 0.12 0.12 X1.2.1 0.15 0.10 0.12 0.10 0.11 0.20 X1.2.2 0.13 0.13 0.14 0.11 0.11 0.16 X2.1.1 0.10 0.08 0.13 0.13 0.12 0.12 X2.1.2 0.10 0.10 0.17 0.17 0.13 0.13 X2.2.1 0.13 0.09 0.16 0.15 0.12 0.12 X2.2.2 0.11 0.09 0.15 0.16 0.11 0.10 X2.3.1 0.14 0.09 0.16 0.16 0.15 0.15 X2.3.2 0.16 0.11 0.15 0.16 0.17 0.12 X2.4.1 0.15 0.11 0.18 0.17 0.12 0.13 X2.4.2 0.14 0.10 0.16 0.16 0.13 0.14 X2.5.1 0.17 0.13 0.18 0.16 0.14 0.14 X2.5.2 0.18 0.13 0.15 0.12 0.13 0.13 X3.1.1 0.15 0.12 0.16 0.17 0.12 0.13


146

X3.1.2 0.14 0.13 0.17 0.16 0.14 0.16 X3.2.1 0.14 0.13 0.17 0.16 0.15 0.12 X3.2.2 0.16 0.11 0.13 0.16 0.12 0.13 X3.3.1 0.17 0.13 0.18 0.17 0.18 0.14 X3.3.2 0.17 0.13 0.15 0.13 0.11 0.13 X4.1.1 0.12 0.08 0.09 0.07 0.13 0.14 X4.1.2 0.11 0.11 0.16 0.12 0.10 0.10 X4.2.1 0.11 0.07 0.13 0.14 0.08 0.07 X4.2.2 0.14 0.13 0.18 0.18 0.17 0.16 X5.1.1 0.17 0.12 0.20 0.18 0.17 0.16 X5.1.2 0.18 0.16 0.19 0.18 0.17 0.18 X5.1.3 0.21 0.16 0.18 0.16 0.19 0.16 X5.1.4 0.19 0.14 0.21 0.19 0.20 0.17 X5.2.1 0.15 0.11 0.19 0.16 0.15 0.18 X5.2.2 0.17 0.14 0.16 0.16 0.16 0.13 X5.3.1 0.18 0.13 0.18 0.13 0.13 0.12 X5.3.2 0.17 0.17 0.21 0.16 0.19 0.17 Covariance Matrix X1.1.1 X1.1.2 X1.2.1 X1.2.2 X2.1.1 X2.1.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X1.1.1 0.55 X1.1.2 0.12 0.40 X1.2.1 0.30 0.02 0.65 X1.2.2 0.18 0.12 0.16 0.41 X2.1.1 0.08 0.15 0.04 0.15 0.28 X2.1.2 0.11 0.14 0.07 0.12 0.23 0.32 X2.2.1 0.11 0.11 0.09 0.16 0.23 0.24 X2.2.2 0.01 0.12 0.10 0.11 0.16 0.19 X2.3.1 0.12 0.12 0.12 0.13 0.17 0.19 X2.3.2 0.13 0.12 0.14 0.10 0.17 0.22 X2.4.1 0.10 0.14 0.12 0.12 0.20 0.22 X2.4.2 0.10 0.11 0.12 0.11 0.18 0.20 X2.5.1 0.07 0.11 0.10 0.12 0.15 0.15 X2.5.2 0.06 0.10 0.07 0.09 0.13 0.13 X3.1.1 0.08 0.21 0.07 0.08 0.12 0.15 X3.1.2 0.08 0.21 0.03 0.09 0.15 0.17 X3.2.1 0.08 0.21 0.07 0.08 0.15 0.18 X3.2.2 0.07 0.22 0.01 0.08 0.14 0.16


147

X3.3.1 0.13 0.17 0.12 0.13 0.16 0.19 X3.3.2 0.10 0.13 0.12 0.11 0.14 0.15 X4.1.1 0.12 0.13 0.15 0.11 0.09 0.13 X4.1.2 0.07 0.15 0.00 0.09 0.11 0.14 X4.2.1 -‐0.02 0.17 -‐0.10 0.03 0.10 0.11 X4.2.2 0.10 0.17 0.06 0.08 0.13 0.16 X5.1.1 0.10 0.16 0.11 0.08 0.17 0.20 X5.1.2 0.11 0.18 0.13 0.12 0.18 0.18 X5.1.3 0.10 0.14 0.10 0.11 0.17 0.17 X5.1.4 0.13 0.13 0.12 0.13 0.20 0.23 X5.2.1 0.10 0.14 0.12 0.14 0.19 0.17 X5.2.2 0.06 0.14 0.09 0.10 0.20 0.19 X5.3.1 0.08 0.08 0.12 0.12 0.14 0.14 X5.3.2 0.06 0.07 0.14 0.10 0.08 0.12 Covariance Matrix X2.2.1 X2.2.2 X2.3.1 X2.3.2 X2.4.1 X2.4.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X2.2.1 0.41 X2.2.2 0.20 0.41 X2.3.1 0.18 0.18 0.49 X2.3.2 0.23 0.22 0.24 0.43 X2.4.1 0.21 0.22 0.21 0.23 0.35 X2.4.2 0.18 0.21 0.21 0.22 0.30 0.35 X2.5.1 0.17 0.20 0.19 0.19 0.20 0.19 X2.5.2 0.13 0.16 0.21 0.16 0.16 0.16 X3.1.1 0.14 0.12 0.15 0.19 0.16 0.15 X3.1.2 0.17 0.12 0.15 0.19 0.18 0.15 X3.2.1 0.17 0.14 0.16 0.22 0.19 0.16 X3.2.2 0.12 0.12 0.19 0.18 0.16 0.16 X3.3.1 0.19 0.19 0.23 0.22 0.23 0.21 X3.3.2 0.18 0.14 0.13 0.18 0.20 0.17 X4.1.1 0.13 0.09 0.11 0.18 0.11 0.09 X4.1.2 0.16 0.11 0.13 0.14 0.12 0.10 X4.2.1 0.10 0.13 0.12 0.15 0.12 0.11 X4.2.2 0.13 0.13 0.13 0.18 0.17 0.16 X5.1.1 0.19 0.18 0.19 0.25 0.20 0.18 X5.1.2 0.16 0.15 0.22 0.22 0.19 0.19 X5.1.3 0.16 0.15 0.22 0.21 0.19 0.18


148

X5.1.4 0.23 0.17 0.22 0.29 0.23 0.22 X5.2.1 0.16 0.17 0.19 0.17 0.21 0.21 X5.2.2 0.21 0.23 0.19 0.22 0.22 0.23 X5.3.1 0.20 0.11 0.16 0.16 0.15 0.14 X5.3.2 0.12 0.14 0.11 0.09 0.14 0.12 Covariance Matrix X2.5.1 X2.5.2 X3.1.1 X3.1.2 X3.2.1 X3.2.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X2.5.1 0.34 X2.5.2 0.23 0.36 X3.1.1 0.13 0.15 0.42 X3.1.2 0.14 0.16 0.29 0.42 X3.2.1 0.15 0.17 0.28 0.32 0.38 X3.2.2 0.15 0.17 0.29 0.25 0.27 0.39 X3.3.1 0.20 0.19 0.19 0.23 0.26 0.22 X3.3.2 0.18 0.21 0.17 0.20 0.21 0.19 X4.1.1 0.14 0.11 0.12 0.11 0.15 0.12 X4.1.2 0.13 0.10 0.18 0.15 0.16 0.18 X4.2.1 0.11 0.10 0.19 0.21 0.18 0.20 X4.2.2 0.13 0.14 0.20 0.27 0.27 0.21 X5.1.1 0.21 0.20 0.18 0.19 0.19 0.17 X5.1.2 0.19 0.23 0.17 0.16 0.17 0.16 X5.1.3 0.20 0.25 0.14 0.17 0.19 0.18 X5.1.4 0.21 0.19 0.14 0.18 0.19 0.16 X5.2.1 0.19 0.17 0.12 0.13 0.16 0.15 X5.2.2 0.18 0.21 0.13 0.13 0.19 0.16 X5.3.1 0.18 0.20 0.11 0.14 0.14 0.12 X5.3.2 0.20 0.18 0.10 0.12 0.11 0.12 Covariance Matrix X3.3.1 X3.3.2 X4.1.1 X4.1.2 X4.2.1 X4.2.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X3.3.1 0.50 X3.3.2 0.29 0.51 X4.1.1 0.19 0.14 0.51 X4.1.2 0.16 0.10 0.20 0.38 X4.2.1 0.13 0.12 0.09 0.17 0.38


149

X4.2.2 0.23 0.16 0.14 0.15 0.21 0.39 X5.1.1 0.21 0.17 0.17 0.14 0.15 0.18 X5.1.2 0.21 0.14 0.16 0.15 0.11 0.13 X5.1.3 0.21 0.18 0.17 0.18 0.11 0.17 X5.1.4 0.25 0.18 0.20 0.14 0.13 0.18 X5.2.1 0.18 0.17 0.10 0.13 0.09 0.13 X5.2.2 0.21 0.17 0.12 0.14 0.10 0.16 X5.3.1 0.16 0.19 0.12 0.10 0.08 0.11 X5.3.2 0.17 0.17 0.13 0.10 0.06 0.12 Covariance Matrix X5.1.1 X5.1.2 X5.1.3 X5.1.4 X5.2.1 X5.2.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X5.1.1 0.41 X5.1.2 0.34 0.44 X5.1.3 0.27 0.32 0.44 X5.1.4 0.31 0.32 0.32 0.50 X5.2.1 0.18 0.21 0.20 0.21 0.35 X5.2.2 0.20 0.23 0.25 0.23 0.26 0.42 X5.3.1 0.18 0.17 0.20 0.19 0.20 0.19 X5.3.2 0.17 0.14 0.17 0.16 0.15 0.12 Covariance Matrix X5.3.1 X5.3.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X5.3.1 0.42 X5.3.2 0.23 0.62 Number of Iterations = 43 LISREL Estimates (Unweighted Least Squares) Measurement Equations


150

Z1.1.1 = 0.49*Kepercay, Errorvar.= 0.14 , R² = 0.62 (0.12) 1.24 Z1.1.2 = 0.44*Kepercay, Errorvar.= 0.10 , R² = 0.65 (0.092) (0.11) 4.77 0.92 Z1.2.1 = 0.47*Kepercay, Errorvar.= 0.13 , R² = 0.64 (0.095) (0.12) 4.97 1.11 Z1.2.2 = 0.45*Kepercay, Errorvar.= 0.15 , R² = 0.57 (0.093) (0.11) 4.86 1.33 Y1.1.1 = 0.48*Loyalita, Errorvar.= 0.21 , R² = 0.52 (0.12) 1.83 Y1.1.2 = 0.53*Loyalita, Errorvar.= 0.17 , R² = 0.63 (0.11) (0.12) 4.90 1.41 Y1.2.1 = 0.50*Loyalita, Errorvar.= 0.17 , R² = 0.59 (0.11) (0.12) 4.79 1.49 Y1.2.2 = 0.41*Loyalita, Errorvar.= 0.23 , R² = 0.42 (0.095) (0.11) 4.36 2.04 Y1.3.1 = 0.54*Loyalita, Errorvar.= 0.20 , R² = 0.59 (0.11) (0.12) 4.84 1.66 Y1.3.2 = 0.50*Loyalita, Errorvar.= 0.21 , R² = 0.54 (0.10) (0.12) 4.72 1.82


151

Y1.4.1 = 0.49*Loyalita, Errorvar.= 0.17 , R² = 0.59 (0.10) (0.12) 4.72 1.42 Y1.4.2 = 0.48*Loyalita, Errorvar.= 0.26 , R² = 0.47 (0.10) (0.12) 4.65 2.25 X1.1.1 = 0.34*Harga, Errorvar.= 0.35, R² = 0.25 (0.060) 5.70 X1.1.2 = 0.44*Harga, Errorvar.= 0.21 , R² = 0.48 (0.063) (0.12) 6.98 1.73 X1.2.1 = 0.35*Harga, Errorvar.= 0.30, R² = 0.29 (0.061) 5.71 X1.2.2 = 0.38*Harga, Errorvar.= 0.27 , R² = 0.34 (0.061) (0.12) 6.22 2.31 X2.1.1 = 0.42*Layanan, Errorvar.= 0.100, R² = 0.64 (0.037) (0.11) 11.46 0.87 X2.1.2 = 0.49*Layanan, Errorvar.= 0.078, R² = 0.76 (0.037) (0.12) 13.13 0.66 X2.2.1 = 0.47*Layanan, Errorvar.= 0.19 , R² = 0.54 (0.037) (0.12) 12.68 1.59 X2.2.2 = 0.44*Layanan, Errorvar.= 0.22 , R² = 0.46 (0.036) (0.12)


152

12.11 1.93 X2.3.1 = 0.49*Layanan, Errorvar.= 0.25 , R² = 0.49 (0.036) (0.12) 13.49 2.15 X2.3.2 = 0.53*Layanan, Errorvar.= 0.15 , R² = 0.65 (0.037) (0.12) 14.43 1.27 X2.4.1 = 0.52*Layanan, Errorvar.= 0.076, R² = 0.78 (0.037) (0.12) 14.31 0.64 X2.4.2 = 0.49*Layanan, Errorvar.= 0.12 , R² = 0.67 (0.036) (0.12) 13.39 1.01 X2.5.1 = 0.49*Layanan, Errorvar.= 0.10 , R² = 0.70 (0.037) (0.12) 13.00 0.89 X2.5.2 = 0.44*Layanan, Errorvar.= 0.17 , R² = 0.53 (0.036) (0.12) 12.09 1.45 X3.1.1 = 0.47*Produk, Errorvar.= 0.20 , R² = 0.53 (0.041) (0.12) 11.59 1.69 X3.1.2 = 0.50*Produk, Errorvar.= 0.17 , R² = 0.60 (0.040) (0.12) 12.40 1.41 X3.2.1 = 0.52*Produk, Errorvar.= 0.11 , R² = 0.71 (0.039) (0.12) 13.45 0.93 X3.2.2 = 0.47*Produk, Errorvar.= 0.17 , R² = 0.57 (0.040) (0.12)


153

11.81 1.43 X3.3.1 = 0.57*Produk, Errorvar.= 0.18 , R² = 0.65 (0.041) (0.12) 13.83 1.48 X3.3.2 = 0.46*Produk, Errorvar.= 0.29 , R² = 0.42 (0.039) (0.12) 11.74 2.50 X4.1.1 = 0.36*Citra, Errorvar.= 0.38 , R² = 0.26 (0.051) (0.11) 7.11 3.36 X4.1.2 = 0.38*Citra, Errorvar.= 0.23 , R² = 0.37 (0.053) (0.12) 7.04 2.04 X4.2.1 = 0.34*Citra, Errorvar.= 0.27 , R² = 0.30 (0.049) (0.11) 6.86 2.37 X4.2.2 = 0.47*Citra, Errorvar.= 0.16 , R² = 0.58 (0.061) (0.12) 7.78 1.36 X5.1.1 = 0.61*Personal, Errorvar.= 0.033, R² = 0.92 (0.046) (0.12) 13.30 0.27 X5.1.2 = 0.56*Personal, Errorvar.= 0.13 , R² = 0.71 (0.039) (0.12) 14.30 1.07 X5.1.3 = 0.58*Personal, Errorvar.= 0.11 , R² = 0.76 (0.039) (0.12) 14.65 0.90 X5.1.4 = 0.59*Personal, Errorvar.= 0.14 , R² = 0.71 (0.038) (0.12)


154

15.66 1.18 X5.2.1 = 0.49*Personal, Errorvar.= 0.11 , R² = 0.70 (0.038) (0.12) 12.86 0.90 X5.2.2 = 0.52*Personal, Errorvar.= 0.14 , R² = 0.65 (0.039) (0.12) 13.48 1.23 X5.3.1 = 0.43*Personal, Errorvar.= 0.23 , R² = 0.44 (0.036) (0.11) 11.80 2.03 X5.3.2 = 0.41*Personal, Errorvar.= 0.40, R² = 0.30 (0.035) 11.99 Error Covariance for X2.2.1 and X2.1.1 = 0.033 (0.082) 0.40 Error Covariance for X2.5.1 and X2.1.2 = -‐0.09 (0.083) -‐1.08 Error Covariance for X3.3.1 and X3.1.1 = -‐0.08 (0.084) -‐0.96 Error Covariance for X4.1.2 and X1.2.1 = -‐0.08 (0.081) -‐1.01 Error Covariance for X4.1.2 and X4.1.1 = 0.068 (0.084) 0.81 Error Covariance for X4.2.1 and X1.1.2 = 0.077


155

(0.080) 0.96 Error Covariance for X5.1.1 and X1.2.2 = -‐0.06 (0.080) -‐0.69 Error Covariance for X5.1.2 and X2.5.2 = 0.15 (0.078) 1.95 Error Covariance for X5.1.2 and X5.1.1 = 0.0015 (0.086) 0.017 Error Covariance for X5.1.3 and X2.5.2 = 0.17 (0.078) 2.24 Error Covariance for X5.1.3 and X5.1.1 = -‐0.08 (0.086) -‐0.91 Error Covariance for X5.1.4 and X2.3.2 = 0.20 (0.078) 2.51 Error Covariance for X5.2.1 and X5.1.1 = -‐0.12 (0.084) -‐1.37 Error Covariance for X5.2.2 and X5.1.1 = -‐0.12 (0.085) -‐1.36 Error Covariance for X5.3.1 and X3.3.2 = 0.072 (0.079) 0.91 Structural Equations


156

Kepercay = -‐ 0.35*Harga + 0.85*Layanan -‐ 0.16*Produk + 0.0049*Citra + 0.82*Personal,, R² = 1.00 (0.13) (0.11) (0.23) (0.26) (0.11) -‐2.63 7.46 -‐0.72 0.019 7.50 Loyalita = 0.50*Kepercay + 0.48*Harga -‐ 0.095*Layanan, Errorvar.= 0.39 , R² = 0.61 (0.21) (0.099) (0.059) (0.024) 2.38 4.86 -‐1.62 16.38 Reduced Form Equations Kepercay = -‐ 0.35*Harga + 0.85*Layanan -‐ 0.16*Produk + 0.0049*Citra + 0.82*Personal, Errorvar.= 0.0, R² = 1.00 (0.13) (0.11) (0.23) (0.26) (0.11) -‐2.63 7.46 -‐0.72 0.019 7.50 Loyalita = 0.31*Harga + 0.33*Layanan -‐ 0.082*Produk + 0.0025*Citra + 0.41*Personal, Errorvar.= 0.39, R² = 0.61 (0.13) (0.14) (0.11) (0.13) (0.14) 2.34 2.40 -‐0.72 0.019 2.93 Correlation Matrix of Independent Variables Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Harga 1.00 Layanan 0.59 1.00 (0.10) 5.67 Produk 0.66 0.70 1.00 (0.12) (0.05) 5.53 13.38 Citra 0.66 0.68 0.89 1.00


157

(0.17) (0.10) (0.13) 3.85 6.70 6.61 Personal 0.57 0.30 0.62 0.65 1.00 (0.10) (0.05) (0.10) 5.46 12.11 6.58 Covariance Matrix of Latent Variables Kepercay Loyalita Harga Layanan Produk Citra -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay 1.00 Loyalita 0.68 1.00 Harga 0.51 0.68 1.00 Layanan 0.78 0.58 0.59 1.00 Produk 0.71 0.61 0.66 0.70 1.00 Citra 0.74 0.62 0.66 0.68 0.89 1.00 Personal 0.78 0.64 0.57 0.30 0.62 0.65 Covariance Matrix of Latent Variables Personal -‐-‐-‐-‐-‐-‐-‐-‐ Personal 1.00 Goodness of Fit Statistics W_A_R_N_I_N_G: Chi-‐square, standard errors, t-‐values and standardized residuals are calculated under the assumption of multi-‐ variate normality. Degrees of Freedom = 874 Normal Theory Weighted Least Squares Chi-‐Square = 285.53 (P = 1.00) Estimated Non-‐centrality Parameter (NCP) = 0.0 90 Percent Confidence Interval for NCP = (0.0 ; 0.0) Minimum Fit Function Value = 1.71 Population Discrepancy Function Value (F0) = 0.0


158

90 Percent Confidence Interval for F0 = (0.0 ; 0.0) Root Mean Square Error of Approximation (RMSEA) = 0.0 90 Percent Confidence Interval for RMSEA = (0.0 ; 0.0) P-‐Value for Test of Close Fit (RMSEA < 0.05) = 1.00 Expected Cross-‐Validation Index (ECVI) = 6.62 90 Percent Confidence Interval for ECVI = (6.62 ; 6.62) ECVI for Saturated Model = 11.86 ECVI for Independence Model = 153.30 Chi-‐Square for Independence Model with 946 Degrees of Freedom = 25512.28 Independence AIC = 25600.28 Model AIC = 517.53 Saturated AIC = 1980.00 Independence CAIC = 25781.73 Model CAIC = 995.91 Saturated CAIC = 6062.72 Normed Fit Index (NFI) = 1.00 Non-‐Normed Fit Index (NNFI) = 1.04 Parsimony Normed Fit Index (PNFI) = 0.92 Comparative Fit Index (CFI) = 1.00 Incremental Fit Index (IFI) = 1.04 Relative Fit Index (RFI) = 1.00 Root Mean Square Residual (RMR) = 0.042 Standardized RMR = 0.10 Goodness of Fit Index (GFI) = 0.94 Adjusted Goodness of Fit Index (AGFI) = 0.93 Parsimony Goodness of Fit Index (PGFI) = 0.83 The Modification Indices Suggest to Add the Path to from Decrease in Chi-‐Square New Estimate X1.1.1 Personal 52.2 -‐6.51 X2.1.1 Harga 26.8 0.95 X2.1.1 Produk 16.6 0.59 X2.1.1 Citra 20.3 0.65 X2.1.1 Personal 17.7 0.27 X2.1.2 Produk 52.2 1.89 X2.1.2 Citra 68.7 2.24


159

X2.1.2 Personal 19.0 0.31 X2.2.1 Harga 152.1 5.07 X2.2.1 Produk 34.5 1.14 X2.2.1 Citra 42.9 1.28 X2.2.1 Personal 21.1 0.31 X2.2.2 Harga 16.9 0.78 X2.2.2 Produk 11.3 0.49 X2.2.2 Citra 14.5 0.56 X2.2.2 Personal 12.7 0.23 X2.3.1 Produk 46.9 1.47 X2.3.1 Citra 57.3 1.64 X2.3.1 Personal 24.4 0.34 X2.3.2 Personal 27.8 0.42 X2.4.1 Produk 1353.3 42.21 X2.4.1 Personal 25.5 0.37 X2.4.2 Produk 40.0 1.38 X2.4.2 Citra 49.0 1.55 X2.4.2 Personal 20.7 0.31 X2.5.1 Produk 58.2 1.76 X2.5.1 Citra 76.3 2.06 X2.5.1 Personal 29.7 0.38 X2.5.2 Harga 55.8 1.89 X2.5.2 Produk 34.6 1.04 X2.5.2 Citra 41.1 1.16 X2.5.2 Personal 25.9 0.38 X5.1.1 Layanan 59.3 0.82 X5.1.2 Layanan 30.3 0.43 X5.1.2 Produk 102.9 2.68 X5.1.3 Layanan 29.3 0.44 X5.1.4 Layanan 51.4 0.60 X5.2.1 Harga 957.5 24.57 X5.2.1 Layanan 29.9 0.37 X5.2.1 Produk 34.8 0.78 X5.2.1 Citra 61.8 1.49 X5.2.2 Layanan 44.5 0.47 X5.2.2 Produk 81.5 1.53 X5.2.2 Citra 506.8 10.25 X5.3.1 Harga 34.8 1.02 X5.3.1 Layanan 20.7 0.29 X5.3.1 Produk 19.5 0.48


160

X5.3.1 Citra 25.0 0.66 X5.3.2 Harga 26.9 0.80 X5.3.2 Layanan 14.6 0.23 X5.3.2 Produk 13.1 0.36 X5.3.2 Citra 16.4 0.49 Standardized Solution LAMBDA-‐Y Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 0.49 -‐ -‐ Z1.1.2 0.44 -‐ -‐ Z1.2.1 0.47 -‐ -‐ Z1.2.2 0.45 -‐ -‐ Y1.1.1 -‐ -‐ 0.48 Y1.1.2 -‐ -‐ 0.53 Y1.2.1 -‐ -‐ 0.50 Y1.2.2 -‐ -‐ 0.41 Y1.3.1 -‐ -‐ 0.54 Y1.3.2 -‐ -‐ 0.50 Y1.4.1 -‐ -‐ 0.49 Y1.4.2 -‐ -‐ 0.48 LAMBDA-‐X Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X1.1.1 0.34 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X1.1.2 0.44 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X1.2.1 0.35 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X1.2.2 0.38 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X2.1.1 -‐ -‐ 0.42 -‐ -‐ -‐ -‐ -‐ -‐ X2.1.2 -‐ -‐ 0.49 -‐ -‐ -‐ -‐ -‐ -‐ X2.2.1 -‐ -‐ 0.47 -‐ -‐ -‐ -‐ -‐ -‐ X2.2.2 -‐ -‐ 0.44 -‐ -‐ -‐ -‐ -‐ -‐ X2.3.1 -‐ -‐ 0.49 -‐ -‐ -‐ -‐ -‐ -‐


161

X2.3.2 -‐ -‐ 0.53 -‐ -‐ -‐ -‐ -‐ -‐ X2.4.1 -‐ -‐ 0.52 -‐ -‐ -‐ -‐ -‐ -‐ X2.4.2 -‐ -‐ 0.49 -‐ -‐ -‐ -‐ -‐ -‐ X2.5.1 -‐ -‐ 0.49 -‐ -‐ -‐ -‐ -‐ -‐ X2.5.2 -‐ -‐ 0.44 -‐ -‐ -‐ -‐ -‐ -‐ X3.1.1 -‐ -‐ -‐ -‐ 0.47 -‐ -‐ -‐ -‐ X3.1.2 -‐ -‐ -‐ -‐ 0.50 -‐ -‐ -‐ -‐ X3.2.1 -‐ -‐ -‐ -‐ 0.52 -‐ -‐ -‐ -‐ X3.2.2 -‐ -‐ -‐ -‐ 0.47 -‐ -‐ -‐ -‐ X3.3.1 -‐ -‐ -‐ -‐ 0.57 -‐ -‐ -‐ -‐ X3.3.2 -‐ -‐ -‐ -‐ 0.46 -‐ -‐ -‐ -‐ X4.1.1 -‐ -‐ -‐ -‐ -‐ -‐ 0.36 -‐ -‐ X4.1.2 -‐ -‐ -‐ -‐ -‐ -‐ 0.38 -‐ -‐ X4.2.1 -‐ -‐ -‐ -‐ -‐ -‐ 0.34 -‐ -‐ X4.2.2 -‐ -‐ -‐ -‐ -‐ -‐ 0.47 -‐ -‐ X5.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.61 X5.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.56 X5.1.3 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.58 X5.1.4 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.59 X5.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.49 X5.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.52 X5.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.43 X5.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.41 BETA Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐ -‐ -‐ -‐ Loyalita 0.50 -‐ -‐ GAMMA Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐0.35 0.85 -‐0.16 0.00 0.82 Loyalita 0.48 -‐0.10 -‐ -‐ -‐ -‐ -‐ -‐ Correlation Matrix of ETA and KSI


162

Kepercay Loyalita Harga Layanan Produk Citra -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay 1.00 Loyalita 0.68 1.00 Harga 0.51 0.68 1.00 Layanan 0.78 0.58 0.59 1.00 Produk 0.71 0.61 0.66 0.70 1.00 Citra 0.74 0.62 0.66 0.68 0.89 1.00 Personal 0.78 0.64 0.57 0.30 0.62 0.65 Correlation Matrix of ETA and KSI Personal -‐-‐-‐-‐-‐-‐-‐-‐ Personal 1.00 PSI Note: This matrix is diagonal. Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐ -‐ 0.39 Regression Matrix ETA on KSI (Standardized) Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐0.35 0.85 -‐0.16 0.00 0.82 Loyalita 0.31 0.33 -‐0.08 0.00 0.41 Completely Standardized Solution LAMBDA-‐Y Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 0.79 -‐ -‐ Z1.1.2 0.80 -‐ -‐


163

Z1.2.1 0.80 -‐ -‐ Z1.2.2 0.76 -‐ -‐ Y1.1.1 -‐ -‐ 0.72 Y1.1.2 -‐ -‐ 0.79 Y1.2.1 -‐ -‐ 0.77 Y1.2.2 -‐ -‐ 0.65 Y1.3.1 -‐ -‐ 0.77 Y1.3.2 -‐ -‐ 0.73 Y1.4.1 -‐ -‐ 0.77 Y1.4.2 -‐ -‐ 0.68 LAMBDA-‐X Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X1.1.1 0.50 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X1.1.2 0.69 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X1.2.1 0.54 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X1.2.2 0.59 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X2.1.1 -‐ -‐ 0.80 -‐ -‐ -‐ -‐ -‐ -‐ X2.1.2 -‐ -‐ 0.87 -‐ -‐ -‐ -‐ -‐ -‐ X2.2.1 -‐ -‐ 0.74 -‐ -‐ -‐ -‐ -‐ -‐ X2.2.2 -‐ -‐ 0.68 -‐ -‐ -‐ -‐ -‐ -‐ X2.3.1 -‐ -‐ 0.70 -‐ -‐ -‐ -‐ -‐ -‐ X2.3.2 -‐ -‐ 0.81 -‐ -‐ -‐ -‐ -‐ -‐ X2.4.1 -‐ -‐ 0.89 -‐ -‐ -‐ -‐ -‐ -‐ X2.4.2 -‐ -‐ 0.82 -‐ -‐ -‐ -‐ -‐ -‐ X2.5.1 -‐ -‐ 0.83 -‐ -‐ -‐ -‐ -‐ -‐ X2.5.2 -‐ -‐ 0.73 -‐ -‐ -‐ -‐ -‐ -‐ X3.1.1 -‐ -‐ -‐ -‐ 0.73 -‐ -‐ -‐ -‐ X3.1.2 -‐ -‐ -‐ -‐ 0.77 -‐ -‐ -‐ -‐ X3.2.1 -‐ -‐ -‐ -‐ 0.85 -‐ -‐ -‐ -‐ X3.2.2 -‐ -‐ -‐ -‐ 0.75 -‐ -‐ -‐ -‐ X3.3.1 -‐ -‐ -‐ -‐ 0.80 -‐ -‐ -‐ -‐ X3.3.2 -‐ -‐ -‐ -‐ 0.65 -‐ -‐ -‐ -‐ X4.1.1 -‐ -‐ -‐ -‐ -‐ -‐ 0.51 -‐ -‐ X4.1.2 -‐ -‐ -‐ -‐ -‐ -‐ 0.61 -‐ -‐ X4.2.1 -‐ -‐ -‐ -‐ -‐ -‐ 0.55 -‐ -‐ X4.2.2 -‐ -‐ -‐ -‐ -‐ -‐ 0.76 -‐ -‐ X5.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.96


164

X5.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.84 X5.1.3 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.87 X5.1.4 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.84 X5.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.83 X5.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.81 X5.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.67 X5.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.55 BETA Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐ -‐ -‐ -‐ Loyalita 0.50 -‐ -‐ GAMMA Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐0.35 0.85 -‐0.16 0.00 0.82 Loyalita 0.48 -‐0.10 -‐ -‐ -‐ -‐ -‐ -‐ Correlation Matrix of ETA and KSI Kepercay Loyalita Harga Layanan Produk Citra -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay 1.00 Loyalita 0.68 1.00 Harga 0.51 0.68 1.00 Layanan 0.78 0.58 0.59 1.00 Produk 0.71 0.61 0.66 0.70 1.00 Citra 0.74 0.62 0.66 0.68 0.89 1.00 Personal 0.78 0.64 0.57 0.30 0.62 0.65 Correlation Matrix of ETA and KSI Personal -‐-‐-‐-‐-‐-‐-‐-‐ Personal 1.00


165

PSI Note: This matrix is diagonal. Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐ -‐ 0.39 THETA-‐EPS Z1.1.1 Z1.1.2 Z1.2.1 Z1.2.2 Y1.1.1 Y1.1.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ 0.38 0.35 0.36 0.43 0.48 0.37 THETA-‐EPS Y1.2.1 Y1.2.2 Y1.3.1 Y1.3.2 Y1.4.1 Y1.4.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ 0.41 0.58 0.41 0.46 0.41 0.53 THETA-‐DELTA X1.1.1 X1.1.2 X1.2.1 X1.2.2 X2.1.1 X2.1.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X1.1.1 0.75 X1.1.2 -‐ -‐ 0.52 X1.2.1 -‐ -‐ -‐ -‐ 0.71 X1.2.2 -‐ -‐ -‐ -‐ -‐ -‐ 0.66 X2.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.36 X2.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.24 X2.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.10 -‐ -‐ X2.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X2.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X2.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X2.4.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X2.4.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X2.5.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐0.27 X2.5.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐


166

X3.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.1.2 -‐ -‐ -‐ -‐ -‐0.20 -‐ -‐ -‐ -‐ -‐ -‐ X4.2.1 -‐ -‐ 0.20 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐0.13 -‐ -‐ -‐ -‐ X5.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.3 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.4 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ THETA-‐DELTA X2.2.1 X2.2.2 X2.3.1 X2.3.2 X2.4.1 X2.4.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X2.2.1 0.46 X2.2.2 -‐ -‐ 0.54 X2.3.1 -‐ -‐ -‐ -‐ 0.51 X2.3.2 -‐ -‐ -‐ -‐ -‐ -‐ 0.35 X2.4.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.22 X2.4.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.33 X2.5.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X2.5.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X3.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐


167

X5.1.3 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.4 -‐ -‐ -‐ -‐ -‐ -‐ 0.42 -‐ -‐ -‐ -‐ X5.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ THETA-‐DELTA X2.5.1 X2.5.2 X3.1.1 X3.1.2 X3.2.1 X3.2.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X2.5.1 0.30 X2.5.2 -‐ -‐ 0.47 X3.1.1 -‐ -‐ -‐ -‐ 0.47 X3.1.2 -‐ -‐ -‐ -‐ -‐ -‐ 0.40 X3.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.29 X3.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.43 X3.3.1 -‐ -‐ -‐ -‐ -‐0.18 -‐ -‐ -‐ -‐ -‐ -‐ X3.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X4.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.2 -‐ -‐ 0.38 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.3 -‐ -‐ 0.44 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.4 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ THETA-‐DELTA X3.3.1 X3.3.2 X4.1.1 X4.1.2 X4.2.1 X4.2.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X3.3.1 0.35 X3.3.2 -‐ -‐ 0.58 X4.1.1 -‐ -‐ -‐ -‐ 0.74 X4.1.2 -‐ -‐ -‐ -‐ 0.15 0.63


168

X4.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.70 X4.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.42 X5.1.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.3 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.1.4 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.2.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.2.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.1 -‐ -‐ 0.16 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ THETA-‐DELTA X5.1.1 X5.1.2 X5.1.3 X5.1.4 X5.2.1 X5.2.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X5.1.1 0.08 X5.1.2 0.00 0.29 X5.1.3 -‐0.19 -‐ -‐ 0.24 X5.1.4 -‐ -‐ -‐ -‐ -‐ -‐ 0.29 X5.2.1 -‐0.31 -‐ -‐ -‐ -‐ -‐ -‐ 0.30 X5.2.2 -‐0.28 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ 0.35 X5.3.1 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ X5.3.2 -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ THETA-‐DELTA X5.3.1 X5.3.2 -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ X5.3.1 0.56 X5.3.2 -‐ -‐ 0.70 Regression Matrix ETA on KSI (Standardized) Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐0.35 0.85 -‐0.16 0.00 0.82 Loyalita 0.31 0.33 -‐0.08 0.00 0.41


169

Total and Indirect Effects Total Effects of KSI on ETA Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐0.35 0.85 -‐0.16 0.00 0.82 (0.13) (0.11) (0.23) (0.26) (0.11) -‐2.63 7.46 -‐0.72 0.02 7.50 Loyalita 0.31 0.33 -‐0.08 0.00 0.41 (0.13) (0.14) (0.11) (0.13) (0.14) 2.34 2.40 -‐0.72 0.02 2.93 Indirect Effects of KSI on ETA Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ Loyalita -‐0.17 0.42 -‐0.08 0.00 0.41 (0.06) (0.15) (0.11) (0.13) (0.14) -‐2.69 2.81 -‐0.72 0.02 2.93 Total Effects of ETA on ETA Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐ -‐ -‐ -‐ Loyalita 0.50 -‐ -‐ (0.21) 2.38 Largest Eigenvalue of B*B' (Stability Index) is 0.252 Total Effects of ETA on Y


170

Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 0.49 -‐ -‐ Z1.1.2 0.44 -‐ -‐ (0.09) 4.77 Z1.2.1 0.47 -‐ -‐ (0.10) 4.97 Z1.2.2 0.45 -‐ -‐ (0.09) 4.86 Y1.1.1 0.24 0.48 (0.10) 2.38 Y1.1.2 0.27 0.53 (0.12) (0.11) 2.28 4.90 Y1.2.1 0.25 0.50 (0.11) (0.11) 2.24 4.79 Y1.2.2 0.21 0.41 (0.09) (0.10) 2.20 4.36 Y1.3.1 0.27 0.54 (0.12) (0.11) 2.25 4.84 Y1.3.2 0.25 0.50 (0.11) (0.10) 2.24 4.72


171

Y1.4.1 0.25 0.49 (0.11) (0.10) 2.23 4.72 Y1.4.2 0.24 0.48 (0.11) (0.10) 2.24 4.65 Indirect Effects of ETA on Y Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 -‐ -‐ -‐ -‐ Z1.1.2 -‐ -‐ -‐ -‐ Z1.2.1 -‐ -‐ -‐ -‐ Z1.2.2 -‐ -‐ -‐ -‐ Y1.1.1 0.24 -‐ -‐ (0.10) 2.38 Y1.1.2 0.27 -‐ -‐ (0.12) 2.28 Y1.2.1 0.25 -‐ -‐ (0.11) 2.24 Y1.2.2 0.21 -‐ -‐ (0.09) 2.20 Y1.3.1 0.27 -‐ -‐ (0.12)


172

2.25 Y1.3.2 0.25 -‐ -‐ (0.11) 2.24 Y1.4.1 0.25 -‐ -‐ (0.11) 2.23 Y1.4.2 0.24 -‐ -‐ (0.11) 2.24 Total Effects of KSI on Y Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 -‐0.17 0.41 -‐0.08 0.00 0.40 (0.06) (0.06) (0.11) (0.13) (0.05) -‐2.63 7.46 -‐0.72 0.02 7.50 Z1.1.2 -‐0.15 0.37 -‐0.07 0.00 0.36 (0.06) (0.08) (0.10) (0.12) (0.08) -‐2.38 4.38 -‐0.71 0.02 4.38 Z1.2.1 -‐0.16 0.40 -‐0.08 0.00 0.39 (0.07) (0.09) (0.11) (0.13) (0.09) -‐2.40 4.54 -‐0.71 0.02 4.52 Z1.2.2 -‐0.16 0.38 -‐0.07 0.00 0.37 (0.07) (0.09) (0.10) (0.12) (0.08) -‐2.37 4.41 -‐0.71 0.02 4.41 Y1.1.1 0.15 0.16 -‐0.04 0.00 0.20 (0.06) (0.07) (0.05) (0.06) (0.07) 2.34 2.40 -‐0.72 0.02 2.93 Y1.1.2 0.16 0.17 -‐0.04 0.00 0.22


173

(0.08) (0.08) (0.06) (0.07) (0.08) 2.13 2.31 -‐0.71 0.02 2.74 Y1.2.1 0.15 0.17 -‐0.04 0.00 0.21 (0.07) (0.07) (0.06) (0.07) (0.08) 2.13 2.28 -‐0.71 0.02 2.69 Y1.2.2 0.13 0.14 -‐0.03 0.00 0.17 (0.06) (0.06) (0.05) (0.05) (0.07) 2.09 2.23 -‐0.71 0.02 2.62 Y1.3.1 0.16 0.18 -‐0.04 0.00 0.22 (0.08) (0.08) (0.06) (0.07) (0.08) 2.14 2.28 -‐0.71 0.02 2.70 Y1.3.2 0.15 0.16 -‐0.04 0.00 0.20 (0.07) (0.07) (0.06) (0.07) (0.08) 2.13 2.27 -‐0.71 0.02 2.68 Y1.4.1 0.15 0.16 -‐0.04 0.00 0.20 (0.07) (0.07) (0.06) (0.06) (0.08) 2.13 2.26 -‐0.71 0.02 2.67 Y1.4.2 0.15 0.16 -‐0.04 0.00 0.20 (0.07) (0.07) (0.05) (0.06) (0.07) 2.11 2.27 -‐0.71 0.02 2.68 Standardized Total and Indirect Effects Standardized Total Effects of KSI on ETA Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐0.35 0.85 -‐0.16 0.00 0.82 Loyalita 0.31 0.33 -‐0.08 0.00 0.41 Standardized Indirect Effects of KSI on ETA


174

Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ Loyalita -‐0.17 0.42 -‐0.08 0.00 0.41 Standardized Total Effects of ETA on ETA Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Kepercay -‐ -‐ -‐ -‐ Loyalita 0.50 -‐ -‐ Standardized Total Effects of ETA on Y Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 0.49 -‐ -‐ Z1.1.2 0.44 -‐ -‐ Z1.2.1 0.47 -‐ -‐ Z1.2.2 0.45 -‐ -‐ Y1.1.1 0.24 0.48 Y1.1.2 0.27 0.53 Y1.2.1 0.25 0.50 Y1.2.2 0.21 0.41 Y1.3.1 0.27 0.54 Y1.3.2 0.25 0.50 Y1.4.1 0.25 0.49 Y1.4.2 0.24 0.48 Completely Standardized Total Effects of ETA on Y Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 0.79 -‐ -‐ Z1.1.2 0.80 -‐ -‐ Z1.2.1 0.80 -‐ -‐ Z1.2.2 0.76 -‐ -‐ Y1.1.1 0.36 0.72 Y1.1.2 0.40 0.79


175

Y1.2.1 0.39 0.77 Y1.2.2 0.33 0.65 Y1.3.1 0.39 0.77 Y1.3.2 0.37 0.73 Y1.4.1 0.39 0.77 Y1.4.2 0.34 0.68 Standardized Indirect Effects of ETA on Y Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 -‐ -‐ -‐ -‐ Z1.1.2 -‐ -‐ -‐ -‐ Z1.2.1 -‐ -‐ -‐ -‐ Z1.2.2 -‐ -‐ -‐ -‐ Y1.1.1 0.24 -‐ -‐ Y1.1.2 0.27 -‐ -‐ Y1.2.1 0.25 -‐ -‐ Y1.2.2 0.21 -‐ -‐ Y1.3.1 0.27 -‐ -‐ Y1.3.2 0.25 -‐ -‐ Y1.4.1 0.25 -‐ -‐ Y1.4.2 0.24 -‐ -‐ Completely Standardized Indirect Effects of ETA on Y Kepercay Loyalita -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 -‐ -‐ -‐ -‐ Z1.1.2 -‐ -‐ -‐ -‐ Z1.2.1 -‐ -‐ -‐ -‐ Z1.2.2 -‐ -‐ -‐ -‐ Y1.1.1 0.36 -‐ -‐ Y1.1.2 0.40 -‐ -‐ Y1.2.1 0.39 -‐ -‐ Y1.2.2 0.33 -‐ -‐ Y1.3.1 0.39 -‐ -‐ Y1.3.2 0.37 -‐ -‐ Y1.4.1 0.39 -‐ -‐ Y1.4.2 0.34 -‐ -‐


176

Standardized Total Effects of KSI on Y Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 -‐0.17 0.41 -‐0.08 0.00 0.40 Z1.1.2 -‐0.15 0.37 -‐0.07 0.00 0.36 Z1.2.1 -‐0.16 0.40 -‐0.08 0.00 0.39 Z1.2.2 -‐0.16 0.38 -‐0.07 0.00 0.37 Y1.1.1 0.15 0.16 -‐0.04 0.00 0.20 Y1.1.2 0.16 0.17 -‐0.04 0.00 0.22 Y1.2.1 0.15 0.17 -‐0.04 0.00 0.21 Y1.2.2 0.13 0.14 -‐0.03 0.00 0.17 Y1.3.1 0.16 0.18 -‐0.04 0.00 0.22 Y1.3.2 0.15 0.16 -‐0.04 0.00 0.20 Y1.4.1 0.15 0.16 -‐0.04 0.00 0.20 Y1.4.2 0.15 0.16 -‐0.04 0.00 0.20 Completely Standardized Total Effects of KSI on Y Harga Layanan Produk Citra Personal -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ -‐-‐-‐-‐-‐-‐-‐-‐ Z1.1.1 -‐0.27 0.67 -‐0.13 0.00 0.65 Z1.1.2 -‐0.28 0.68 -‐0.13 0.00 0.66 Z1.2.1 -‐0.28 0.68 -‐0.13 0.00 0.65 Z1.2.2 -‐0.26 0.64 -‐0.12 0.00 0.62 Y1.1.1 0.22 0.24 -‐0.06 0.00 0.30 Y1.1.2 0.24 0.26 -‐0.06 0.00 0.32 Y1.2.1 0.24 0.25 -‐0.06 0.00 0.32 Y1.2.2 0.20 0.21 -‐0.05 0.00 0.27 Y1.3.1 0.24 0.25 -‐0.06 0.00 0.32 Y1.3.2 0.22 0.24 -‐0.06 0.00 0.30 Y1.4.1 0.24 0.25 -‐0.06 0.00 0.32 Y1.4.2 0.21 0.22 -‐0.06 0.00 0.28 Time used: 105.781 Seconds


DAFTAR PUSTAKA. Anuwichanont, Jirawat dan Suan Dusit Rajabhat The Impact Of Price Perception On Customer Loyalty In The Airline Context

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