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DAFTAR PUSTAKA
Apriliani, F., Srikandi K., dan Andriani K. (2014). “Pengaruh Relationship Marketing Terhadap Kepuasan dan Loyalitas Nasabah (Studi pada Naabah Bank Syariah Mandiri Kc Bandar Jaya)”. Jurnal Administrasi Bisnis,17(1) : 1-5. Arief, M. (2006). Pemasaran Jasa & Kualitas Pelayanan, Cetakan 1. Bayumedia Publishing. Malang. Arikunto, S. (2010). Prosedur Penelitian. Penerbit Rineka Cipta. Jakarta. Barata, A. A. (2004). Dasar-dasar Pelayanan Prima. PT. Elex Media Komputindo. Jakarta. Bendall, L. D. dan Thomas L.P. (2004) , “The Impact of Structure A Process Attributes on Satisfaction and Behavioral Intentions,” International Journal of Service Marketing, 18 : 114-121 Budihardja, S dan Lintang V. (2008). “Pengaruh Pelayanan Purna Jual Terhadap Customer Satisfaction dalam Kegiatan Customer Service pada Konsep Balanced Scorecard” Jurnal Kewirausahaan, 1(2) : 1-14. Chattananon, A. dan Trimetsoontorn, J. (2009). “Relationship Marketing : a Thai case”. International Journal of Emerging Markets, 4(3) : 252-274. Cronin, J. J., Brady, M.K., dan G.T.M. Hult. (2000). “Assessing The Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments“. Journal of Retailing, 76(2) : 193-218. Dabholkar, P. A. (1995). “A contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”. Advances in Consumer Research, 22(1) : 101–108. Dimitriadis, S. (2010). “Testing Perceived Relational Benefits as Satisfaction and Behavioral Outcomes Drivers”. International Journal of Bank marketing, 28(4) : 297-313. Egonson, E., Khulan B., dan Ting T. L. (2013). “ After sales services and customer relationship marketing-A multiple case study within the Swedish heavy equipment machinery Industry.” Thesis. Linnaeus University, Swedia.
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Fard, S.S. dan Seyed M.H. (2015). “ Performance Measurement of The AfterSales Service Network: Evidence from The Automotive Industry”. Management Science Letters, 5 : 927–932. Fazizadeh, A., Fatemeh B.,. dan Pegah M. (2011). “ How After Sales Service Quality Dimensions Affect Customer Satisfaction”. African Journal of Business Management, 5(17) : 7658-7664. Ghozali, I. (2005). Aplikasi Analisis Multivariate dengan Program SPSS. Badan Penerbit Universitas Diponegoro. Semarang. Hair, J.F., Black, W. C., Babin, B. J., dan Anderson, R. E. (2006). Multivariate Data Analysis, 6th Edition. Prentice Hall Inc. New Jersey. Handoko, G.M., Rohani M.H., dan Noraini A. (2015). “An analysis on after sales services quality and the effect on customers behavioral intention: the case of electronic Appliances in Malaysia bussines market ”. Journal of Marketing Researh, 6 : 67–86. Hoyer, W.D dan Deborah .J.M. (2008). Consumer Behavior, 5th Edition. prePress, PMG. USA. Japarianto, E. 2006. “Budaya dan Behavior Intention Mahasiswa dalam Menilai Service Quality Universitas Kristen Petra”. Jurnal Manajemen Pemasaran, 1(1) : 44-52. Koskela, H. (2002). ”Customer Satisfaction and Loyalty in After Sales Service: Modes of Care in Telecommunications Systems Delivery”. HUT Industrial Management and Work and Organizational Psychology, Report No 21. Kotler, P. (2003). Manajemen Pemasaran, Edisi Milenium. Prehallindo. Jakarta. Kotler, P dan Keller, K.L. (2009). Manajemen Pemasaran Edisi 13 Jilid 2. Alih Bahasa oleh Benyamin Molen. PT Indeks Kelompok Gramedia. Jakarta. Kurniawan, A dan Paulus W. (2009). “Analisis Tingkat Kepuasan Pemakai Alat Berat Merk Caterpillar Terhadap Layanan Purna Jual di Jawa Tengah dan Yogyakarta”. Research. Universitas Semarang, Semarang. Kurniawan, F. (2013). “ Pengaruh Relationship Marketing dan Layanan Purna Jual Terhadap Kepuasan Pelanggan PT. Astra International Isuzu Semarang”. Jurnal Administrasi Bisnis. 2(1) : 76-88.
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Liang, C.J dan Wen. W.H. (2005). “Integrative Research into the Financial Services Industry in Taiwan: Relationship Bonding Tactics, Relationship Quality and Behavioural Loyalty” Journal of Financial Services Marketing, 10 : 65–83. Lovelock, C.H dan Lauren K. W. (2005). Pemasaran Jasa, Alih Bahasa oleh Iswari dan Suryandari. PT Gramedia. Jakarta. Malhotra, N.K. (2005). Riset Pemasaran : Pendekatan Terapan Jilid 1. PT Indeks Kelompok Gramedia. Jakarta. Mowen, J. C., dan Minor, M. (2002). Perilaku Konsumen Jilid 1, Edisi Kelima. Alih Bahasa oleh Lina Salim. Erlangga. Jakarta. Nakhleh, H. M. A. (2012). “The Relationship Between Customer Relationship Marketing Tactics, Relationship Quality and Customer’s Loyalty in Mobile Communication Industry”. Academic Research International, 3(2) : 538547. Nazir, M. (2005). Metode Penelitian. Cetakan Pertama. Penerbit Ghalia Indonesia. Jakarta. Nuryadin, R. C. (2011). “Pengaruh After Sales Service Terhadap Loyalitas Pelanggan di PT. Srikandi Diamond Motor”. Tesis. Universitas Pendidikan Indonesia, Bandung. Oko, A.E.N. (2013). “After-Sales Services and Consumers’ Perception of Quality: A Study of Refrigerator Users (Consumers) in South East Nigeria”. Business and Management Horizons, 1(2) : 56-83. Paramita, N. P. (2014). “Pengaruh Kualitas Pelayanan, Kualitas Produk, dan Dipersepsikan Terhadap Kepuasan Pelanggan Dampaknya Terhadap Niat Perilaku”. Jurnal Ilmiah Mahasiswa Universitas Dian Nuswantoro Semarang, 3(2) : 1-12. Rezvani, M., Shahram G., dan Seyyed J. M. (2011). “The Effect of Relationship Marketing Dimensions by Customer Satisfaction to Customer Loyalty”. Australian Journal of Basic and Applied Sciences, 5(9) : 1547-1553. Rigopoulou, I.D., Ioannis E. C., dan George I. S. (2008). “After Sales Service Quality as An Antecedent of Customer Satisfaction. The case of electronic appliances”. Journal of Service Quality, 18(5) : 512-527.
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Santoso, S. (2002). Konsep dan Aplikasi dengan SPSS. PT. Elex Media Komputindo. Jakarta. Sarwono, J. (2007). Analisis Jalur untuk Riset Bisnis dengan SPSS. Andi Offset. Yogyakarta. Sugiyono. (2007), Statistika Untuk Penelitian. Alfabeta, Bandung. Sutanto. P. dan Edwin J. (2013). “Analisa Pengaruh Service Quality, Price dan Customer Relationship Terhadap Customer Loyality dengan Customer Satisfaction Sebagai Variabel Intervening di Rumah Makan Taman Handayani”. Jurnal Manajemen Pemasaran, 1(2) : 1-9. Taylor, S. A., dan Baker, T. L. (1994). “An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers’ Purchase Intentions”. Journal of Retailing, 70(2) :163–178. Tjiptono, F. (2008). Strategi Pemasaran. Andi Yogyakarta. Yogyakarta. --------- dan Gregorius C. (2012). Pemasaran Strategic Edisi 2. Penerbit Andi Offset. Yogyakarta. Umar, H. (2006). Metode Riset Perilaku Organisasi. Gramedia Pustaka Utama. Jakarta. Utarie, N. dan Harjanto P. (2013). “Pengaruh Experiential Marketing dan Relationship Marketing Terhadap Experiential Value dan Dampaknya Terhadap Customer Behavioral Intentions “. Tesis. Universitas Bina Nusantara, Jakarta. Victoria, D. M. (2013). “Pengaruh Pelayanan Purna Jual Terhadap Kepuasan Pelanggan PT. Surya Toto Indonesia Tbk”. Tesis. Universitas Esa Unggul, Jakarta. Winarno, S. (2002). Pengantar Penelitian Ilmiah, Dasar, Metode, dan Teknik. Tarsito, Bandung. Yee, K. S. (2008). “Customer Perceived Quality, Relationship Quality and Business Loyalty: An Example of B2B Organization”. Research College of University of Technology Malaysia, Malaysia. Yoon, S. H. (2007). “Determinants of Online Service Satisfaction and Their Impacts on Behavioral Intentions”. Research College of International Studies, Keimyung University. Republic of Korea.
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Zeithaml, V.A., Mary J. B., dan Dwayne D. G. (2013). Service Marketing, Integrating Customer Focus across the Firm. 6th Edition. McGraw-Hill International. Singapore.
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Lampiran 1. Lembar Kuesioner Penelitian
Pelanggan PT Atlas Copco Terhormat,
Saya Rubiati Fadhilah, mahasiswi Magister Management Universitas Mercu Buana bermaksud untuk mengadakan penelitian mengenai “Pengaruh Pemasaran Relasional dan Layanan Purna Jual Terhadap Kepuasan Pelanggan serta Dampaknya Kepada Niat Berperilaku (Studi Kasus di PT. Atlas Copco Nusantara)”. Saya mohon kesediaan Bapak/Ibu untuk mengisi kuesioner berikut sesuai dengan yang Bapak/Ibu rasakan saat ini. Penelitian ini semata-mata bertujuan untuk kepentingan akademis sehingga semua pernyataan dan data responden hanya akan digunakan untuk keperluan penelitian dan sangat dijaga kerahasiannya. Demikian yang dapat saya sampaikan, atas segala bantuan, partisipasi dan ketersediaannya diucapkan banyak terima kasih.
Hormat Peneliti,
Rubiati Fadhilah NIM : 55113120165
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104
BAGIAN I
: Latar Belakang Respoden
1.
Nama Perusahaan
:
2.
Jenis kelamin
:
3.
Wilayah/Provinsi
:
4.
Tipe kontak pelanggan :
5.
Kategori pelanggan
:
BAGIAN II : Pernyataan Petunjuk Pengisian : Beri tanda (√) pada jawaban yang sesuai dengan pilihan. Kategori kuesioner penelitian menggunakan skala Likert dengan rentang 1-5 SS
: Sangat Setuju
S
: Setuju
N
: Netral
TS
: Tidak Setuju
STS
: Sangat Tidak Setuju
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No
Pernyataan
1
PT. Atlas Copco Nusantara memiliki reputasi yang baik PT. Atlas Copco Nusantara memahami mengenai kebutuhan pelanggan
2 3
4
5
6
7
8
9 10
11 12
13
PT. Atlas Copco Nusantara membina hubungan persahabatan dengan pelanggan (penyelenggaraan kegiatan olahraga/golf bersama) PT. Atlas Copco Nusantara memberikan informasi terbaru atas perkembangan pasar (perubahan situasi ekonomi yang berdampak pada bisnis) PT. Atlas Copco Nusantara memberikan pertukaran nilai yang menguntungkan (perbandingan biaya penyewaan dan biaya pembelian produk) PT. Atlas Copco Nusantara memberikan potongan harga/diskon apabila membeli dalam jumlah besar PT. Atlas Copco Nusantara memberikan informasi yang berkala kepada pelanggan terkait garansi PT. Atlas Copco Nusantara memberikan respon balasan yang cepat terkait dengan klaim PT. Atlas Copco Nusantara menyediakan suku cadang (spare part) yang siap pakai PT. Atlas Copco Nusantara memberikan kemudahan dalam pemesanan suku cadang (spare part) PT. Atlas Copco Nusantara menyediakan teknisi yang handal PT. Atlas Copco Nusantara memberikan ketepatan waktu dalam penyelesaian perbaikan/servis produk Saya puas terhadap produk Atlas Copco Grup
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STS
TS
N
S
SS
106
14 15 16
17 18 19 20
21
22
Saya puas terhadap manajemen hubungan pelanggan PT Atlas Copco Nusantara Saya puas terhadap sistem pembayaran yang diberikan PT Atlas Copco Nusantara Saya puas terhadap komitmen membantu pelanggan dalam penghematan biaya kepemilikan Saya puas terhadap kinerja staf customer service Saya puas terhadap dukungan bagian part dan service Saya puas terhadap kinerja keseluruhan PT. Atlas Copco Nusantara Saya akan merekomendasikan PT. Atlas Copco Nusantara kepada orang lain/perusahaan lain Saya akan bersedia membayar tanpa membandingkan harga dengan perusahaan lain terhadap produk dan layanan PT. Atlas Copco Nusantara Saya akan melanjutkan pembelian produk dan layanan dari PT. Atlas Copco Nusantara
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Lampiran 2. Hasil Uji Validitas dan Reliabilitas dengan SPSS statistics 21
a.
Variabel Pemasaran Relasional Reliability Statistics Cronbach's Alpha N of Items .789 7
X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 JUMLAH_X1
b.
Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Alpha Item Deleted if Item Deleted Total Correlation if Item Deleted 42.57 42.323 .791 .742 43.33 45.264 .694 .763 42.83 44.764 .764 .758 42.63 45.068 .634 .764 42.87 44.464 .678 .759 42.80 44.717 .645 .762 23.37 13.137 1.000 .847
Variabel Layanan Purna Jual Reliability Statistics Cronbach's Alpha N of Items .779
7
Item-Total Statistics Scale Variance Corrected Itemif Item Deleted Total Correlation 45.37 29.206 .498 45.17 26.557 .663 45.87 27.223 .675 44.97 29.068 .547 45.23 27.357 .728 45.83 26.971 .790 24.77 8.185 1.000
Scale Mean if Item Deleted X2.1 X2.2 X2.3 X2.4 X2.5 X2.6 JUMLAH_X2
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Cronbach's Alpha if Item Deleted .768 .739 .743 .765 .742 .735 .807
108
c.
Variabel Kepuasan Pelanggan Reliability Statistics N of Items
Cronbach's Alpha .757
Scale Mean if Item Deleted Z1 50.90 Z2 50.63 Z3 51.03 Z4 51.10 Z5 51.30 Z6 51.63 Z7 50.90 JUMLAH_Z 27.50
d.
8
Item-Total Statistics Scale Variance Corrected Item- Cronbach's Alpha if Item Deleted Total Correlation if Item Deleted 47.128 .614 .736 44.240 .532 .727 43.895 .583 .721 48.162 .438 .747 45.734 .516 .733 44.585 .729 .717 46.576 .685 .731 13.155 1.000 .759
Niat Berperilaku Pelanggan Reliability Statistics Cronbach's Alpha N of Items .821 4
Y1 Y2 Y3 JUMLAH_Y
Scale Mean if Item Deleted 20.17 20.73 20.77 12.33
Item-Total Statistics Scale Variance Corrected Item- Cronbach's Alpha if Item Deleted Total Correlation if Item Deleted 30.626 .571 .856 23.375 .813 .737 21.564 .756 .732 8.851 1.000 .693
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Lampiran 3. Data Kuisioner Responden
a.
Variabel Pemasaran Relasional
No. Responden
No. Item Pernyataan X1 3 4 5
2
1
5
5
4
5
5
3
27
2
5
5
5
3
3
4
25
3
5
4
5
5
4
2
25
4
4
2
5
4
4
4
23
5
5
4
5
5
4
4
27
6
5
5
5
4
5
5
29
7
5
5
4
4
3
3
24
8
5
5
5
3
5
5
28
9
4
4
4
4
4
4
24
10
5
5
5
5
5
5
30
11
4
5
4
4
2
5
24
12
4
4
5
5
4
4
26
13
4
5
5
5
5
5
29
14
5
5
5
5
4
4
28
15
4
4
5
5
4
4
26
16
4
4
5
5
5
5
28
17
5
4
5
5
5
5
29
18
5
5
5
5
4
4
28
19
2
4
5
3
4
4
22
20
5
5
4
5
4
4
27
21
4
4
4
4
4
4
24
22
4
5
5
5
4
4
27
23
5
5
4
5
5
5
29
24
5
5
4
5
5
5
29
25
5
5
4
5
4
4
27
26
5
5
3
3
4
4
24
27
5
4
4
4
5
5
27
28
3
3
5
5
5
5
26
29
4
4
4
4
4
4
24
30
5
4
5
4
5
5
28
31
5
4
4
4
5
4
26
32
5
4
4
3
3
3
22
33
3
3
3
4
3
2
18
http://digilib.mercubuana.ac.id/
6
Jumlah X1
1
110
34
4
2
3
3
4
4
20
35
5
4
4
5
4
4
26
36
3
2
3
3
3
3
17
37
5
4
4
4
3
3
23
38
5
4
4
3
5
5
26
39
4
4
4
4
4
4
24
40
5
4
4
5
5
5
28
41
4
3
4
3
3
4
21
42
4
3
4
5
4
4
24
43
4
3
5
4
5
5
26
44
5
4
4
5
3
4
25
45
4
4
3
4
4
4
23
46
3
2
3
4
3
3
18
47
5
4
5
5
4
5
28
48
5
4
5
5
4
4
27
49
2
3
3
3
3
4
18
50
4
3
4
4
4
2
21
51
5
4
4
5
5
5
28
52
4
3
4
3
3
4
21
53
4
3
4
5
5
4
25
54
4
3
5
4
5
5
26
55
5
4
4
5
3
4
25
56
4
4
3
4
4
4
23
57
3
2
3
4
3
3
18
58
5
4
5
5
5
5
29
59
5
4
5
5
4
4
27
60
2
3
3
3
3
4
18
61
5
5
5
5
3
3
26
62
3
3
3
5
4
2
20
63
3
4
4
3
4
4
22
64
4
5
5
4
5
4
27
65
5
5
5
5
5
4
29
66
4
5
5
5
2
4
25
67
4
5
3
5
5
5
27
68
4
4
4
2
2
5
21
69
3
5
5
5
5
5
28
70
4
5
5
2
5
2
23
71
4
5
5
2
5
5
26
72
5
2
2
2
2
5
18
http://digilib.mercubuana.ac.id/
111
73
4
4
4
5
5
4
26
74
4
5
4
4
4
5
26
75
4
5
5
5
5
5
29
76
4
4
5
4
5
4
26
77
4
5
4
4
4
4
25
78
4
4
4
4
4
4
24
79
4
4
4
5
4
4
25
80
5
4
4
5
5
4
27
81
5
4
4
5
5
4
27
82
5
4
4
4
3
4
24
83
5
4
4
4
3
3
23
84
4
3
4
3
3
4
21
85
4
4
4
4
4
3
23
86
4
4
4
4
4
4
24
87
5
5
5
5
5
4
29
88
4
4
4
4
4
5
25
89
5
5
5
4
4
5
28
90
4
5
4
4
4
5
26
91
5
4
4
5
5
4
27
92
5
5
5
5
5
3
28
93
5
4
4
3
5
5
26
94
5
3
4
5
5
4
26
95
4
4
5
5
4
3
25
96
4
3
4
5
5
5
26
97
5
4
5
4
5
4
27
98
4
4
4
3
5
4
24
99
4
3
4
3
3
3
20
100
4
4
4
4
3
4
23
Jumlah
431
403
424
420
411
408
2497
http://digilib.mercubuana.ac.id/
112
b.
Variabel Layanan Purna Jual
No. Responden
No. Item Pernyataan X1 3 4 5
2
1
3
4
5
4
3
4
23
2
3
5
5
3
5
5
26
3
2
5
5
4
5
5
26
4
4
4
4
5
5
4
26
5
4
5
5
5
4
5
28
6
4
5
4
5
5
5
28
7
5
5
4
4
4
5
27
8
3
5
3
4
4
5
24
9
4
4
4
4
4
4
24
10
5
5
5
5
5
5
30
11
4
4
4
5
4
4
25
12
4
4
5
4
5
4
26
13
4
4
5
4
4
4
25
14
4
5
5
5
5
5
29
15
5
4
5
5
5
4
28
16
3
4
5
5
5
4
26
17
5
5
5
5
5
5
30
18
4
5
5
5
5
5
29
19
5
2
3
4
4
5
23
20
4
5
5
5
4
5
28
21
4
4
4
5
4
4
25
22
4
4
5
5
4
4
26
23
3
5
5
5
5
5
28
24
3
5
5
3
5
5
26
25
4
5
5
5
4
5
28
26
4
5
3
5
5
5
27
27
5
5
4
5
4
5
28
28
4
3
5
4
4
3
23
29
4
4
4
4
4
4
24
30
5
4
5
4
5
4
27
31
4
4
3
4
3
4
22
32
4
5
3
3
4
3
22
33
4
5
2
4
5
4
24
34
4
4
3
5
4
4
24
35
4
5
5
5
4
4
27
36
4
5
4
5
5
4
27
http://digilib.mercubuana.ac.id/
6
Jumlah X2
1
113
37
4
5
4
4
4
5
26
38
3
5
3
4
4
3
22
39
4
4
3
4
4
4
23
40
4
5
5
5
4
4
27
41
4
4
4
5
4
4
25
42
5
4
4
4
5
4
26
43
4
4
3
4
4
3
22
44
4
5
4
5
5
4
27
45
5
4
4
5
5
4
27
46
3
4
3
5
4
3
22
47
5
5
4
5
5
4
28
48
5
5
4
5
5
4
28
49
4
2
3
4
3
2
18
50
4
5
4
5
4
4
26
51
4
5
5
5
4
4
27
52
4
4
4
5
4
4
25
53
5
4
4
4
5
4
26
54
4
4
3
4
4
3
22
55
4
5
4
5
5
4
27
56
5
4
4
5
5
4
27
57
3
4
3
5
4
3
22
58
5
5
4
5
5
4
28
59
5
5
4
5
5
4
28
60
4
2
3
4
3
2
18
61
5
5
3
3
5
5
26
62
3
3
4
3
3
3
19
63
4
4
4
4
3
4
23
64
5
5
5
5
4
5
29
65
5
5
5
4
5
5
29
66
5
5
2
5
4
5
26
67
5
5
5
5
4
5
29
68
4
4
2
4
4
4
22
69
5
5
5
5
3
5
28
70
5
5
5
4
4
5
28
71
5
5
5
2
4
5
26
72
2
2
2
3
5
2
16
73
4
4
5
4
4
4
25
74
5
5
4
4
4
5
27
75
5
5
5
4
4
5
28
http://digilib.mercubuana.ac.id/
114
76
4
4
5
5
4
4
26
77
5
5
4
4
4
5
27
78
4
4
4
4
4
4
24
79
4
4
4
4
4
4
24
80
4
4
5
4
5
4
26
81
4
4
5
4
5
4
26
82
4
4
3
4
5
4
24
83
4
4
3
4
5
4
24
84
3
3
3
4
4
3
20
85
4
4
4
4
4
4
24
86
4
4
4
4
4
4
24
87
5
5
5
5
5
5
30
88
4
4
4
4
4
4
24
89
5
5
4
4
5
5
28
90
5
5
4
5
4
5
28
91
4
4
5
4
5
4
26
92
5
5
5
5
5
5
30
93
4
4
5
4
5
4
26
94
3
3
5
5
5
3
24
95
4
4
4
4
4
4
24
96
3
3
5
4
4
3
22
97
4
4
5
5
5
4
27
98
4
4
5
5
4
4
26
99
3
3
3
4
4
3
20
100
4
4
3
3
4
4
22
Jumlah
412
432
413
437
434
415
2543
http://digilib.mercubuana.ac.id/
115
c.
Variabel Kepuasan Pelanggan
No. Responden
No. Item Pernyataan Z 3 4 5
1
2
1
4
4
4
4
2
4
5
5
3
2
5
4
4
5
Jumlah Z
6
7
4
5
4
29
3
5
5
5
32
5
4
5
4
5
30
4
4
5
5
2
4
28
3
5
5
5
4
4
4
30
6
4
5
4
5
5
3
5
31
7
4
5
4
4
4
5
5
31
8
5
5
3
4
4
4
4
29
9
4
4
4
4
4
5
4
29
10
4
5
5
5
5
4
5
33
11
4
4
4
5
4
4
4
29
12
5
4
5
4
5
4
5
32
13
5
4
5
4
4
5
4
31
14
5
5
5
5
5
4
5
34
15
3
4
5
5
5
4
1
27
16
3
4
5
5
5
3
5
30
17
4
5
5
5
5
3
5
32
18
3
5
5
5
5
2
4
29
19
4
2
3
4
4
2
3
22
20
4
5
5
5
4
4
4
31
21
4
4
4
5
4
4
3
28
22
3
4
5
5
4
4
4
29
23
3
5
5
5
5
4
4
31
24
5
5
5
3
5
4
3
30
25
3
5
5
5
4
4
5
31
26
3
5
3
5
5
2
5
28
27
3
5
4
5
4
3
4
28
28
5
3
5
4
4
3
3
27
29
3
4
4
4
4
4
4
27
30
3
4
5
4
5
3
4
28
31
4
4
3
4
4
4
4
27
32
4
5
4
3
3
4
4
27
33
4
5
4
4
4
4
5
30
34
4
4
4
3
4
2
3
24
35
5
5
4
3
3
4
4
28
36
4
5
4
5
4
3
4
29
http://digilib.mercubuana.ac.id/
116
37
4
5
4
4
4
3
4
28
38
5
5
4
4
4
4
4
30
39
4
4
4
3
3
4
3
25
40
4
5
5
4
4
4
5
31
41
4
4
4
5
4
4
4
29
42
5
5
5
4
4
4
5
32
43
4
4
5
4
4
3
4
28
44
5
5
4
4
4
4
5
31
45
4
4
5
4
5
4
4
30
46
3
4
4
3
1
3
4
22
47
4
5
4
5
4
3
4
29
48
3
5
1
3
4
2
4
22
49
4
1
3
4
3
2
3
20
50
5
5
4
4
4
3
4
29
51
4
5
5
4
4
4
5
31
52
4
4
4
5
4
4
4
29
53
5
5
5
4
4
4
5
32
54
4
4
5
4
4
3
4
28
55
5
5
4
4
4
4
5
31
56
4
4
5
4
5
4
4
30
57
3
4
4
3
1
3
4
22
58
4
5
4
5
4
3
4
29
59
3
5
1
3
4
2
4
22
60
4
1
3
4
3
2
3
20
61
4
5
3
3
5
4
5
29
62
1
3
4
3
3
4
3
21
63
4
4
4
4
3
1
4
24
64
4
5
5
5
4
4
5
32
65
1
5
5
4
5
4
5
29
66
4
5
2
5
4
1
5
26
67
4
5
5
5
4
3
3
29
68
1
4
2
4
4
3
4
22
69
1
5
5
5
3
2
5
26
70
4
5
5
4
4
4
5
31
71
2
5
5
2
4
1
5
24
72
4
2
2
3
5
3
2
21
73
2
4
5
4
4
3
4
26
74
4
5
4
4
4
1
4
26
75
2
5
5
4
4
4
5
29
http://digilib.mercubuana.ac.id/
117
76
3
4
5
5
4
3
5
29
77
2
5
4
4
4
2
4
25
78
2
4
4
4
4
4
4
26
79
3
4
4
4
4
3
4
26
80
5
4
5
4
5
2
4
29
81
4
4
5
4
5
4
4
30
82
1
4
3
4
5
4
4
25
83
3
4
3
4
5
5
4
28
84
4
3
3
4
4
1
4
23
85
3
4
4
4
4
2
4
25
86
5
4
4
4
4
4
4
29
87
5
5
5
5
5
4
5
34
88
5
4
4
4
4
4
4
29
89
1
5
4
4
5
3
5
27
90
4
5
4
5
4
1
4
27
91
4
4
5
4
5
3
4
29
92
3
5
5
5
5
5
5
33
93
2
4
5
4
5
3
4
27
94
3
3
5
5
5
2
4
27
95
4
4
4
4
4
4
5
29
96
4
3
5
4
4
4
4
28
97
5
4
5
5
5
4
5
33
98
4
4
5
5
4
2
4
28
99
4
3
3
4
4
5
4
27
100
2
4
3
3
4
3
4
23
Jumlah
363
432
421
417
417
335
417
2802
http://digilib.mercubuana.ac.id/
118
d.
Niat Berperilaku Pelanggan No. Responden
1
No. Item Pernyataan Y 2
3
Jumlah Y
1
1
2
3
6
2
5
4
3
12
3
4
3
3
10
4
2
4
4
10
5
4
4
4
12
6
1
5
4
10
7
5
5
5
15
8
4
5
4
13
9
5
5
5
15
10
4
4
4
12
11
4
5
5
14
12
5
5
4
14
13
5
4
5
14
14
5
5
5
15
15
5
5
5
15
16
2
4
5
11
17
2
4
5
11
18
3
4
5
12
19
3
5
5
13
20
4
4
5
13
21
4
5
4
13
22
4
4
4
12
23
1
5
5
11
24
4
5
4
13
25
4
5
4
13
26
3
5
4
12
27
1
5
3
9
28
2
4
4
10
29
5
3
5
13
30
3
4
4
11
31
4
3
1
8
32
5
3
2
10
33
4
5
5
14
34
4
4
5
13
35
4
4
4
12
36
5
5
5
15
http://digilib.mercubuana.ac.id/
119
37
4
4
4
12
38
5
5
5
15
39
3
4
1
8
40
5
4
5
14
41
5
5
5
15
42
5
5
5
15
43
5
4
4
13
44
5
5
5
15
45
4
5
5
14
46
5
4
1
10
47
5
4
5
14
48
4
1
1
6
49
3
1
4
8
50
5
5
5
15
51
5
4
5
14
52
5
5
5
15
53
5
5
5
15
54
5
4
4
13
55
5
5
5
15
56
4
5
5
14
57
5
4
1
10
58
5
4
5
14
59
4
1
1
6
60
3
1
4
8
61
4
5
5
14
62
4
5
5
14
63
2
3
3
8
64
4
4
4
12
65
4
5
5
14
66
4
5
5
14
67
1
5
5
11
68
2
5
3
10
69
4
4
4
12
70
4
5
5
14
71
3
5
5
13
72
3
5
5
13
73
4
2
2
8
74
1
4
4
9
75
4
5
4
13
http://digilib.mercubuana.ac.id/
120
76
4
5
5
14
77
2
4
5
11
78
2
5
4
11
79
4
4
4
12
80
1
4
4
9
81
4
4
4
12
82
4
4
4
12
83
3
4
4
11
84
3
4
4
11
85
4
3
4
11
86
5
4
4
13
87
4
4
4
12
88
4
5
5
14
89
4
4
4
12
90
3
5
5
13
91
4
5
4
13
92
4
4
4
12
93
3
5
5
13
94
5
4
4
13
95
5
3
4
12
96
4
4
5
13
97
4
3
4
11
98
4
4
5
13
99
2
4
4
10
100
4
3
4
11
Jumlah
377
418
417
1212
http://digilib.mercubuana.ac.id/
121
Lampiran 4. Hasil Uji Normalitas dengan SPSS statistics 21
a.
Hasil Uji Normalitas Jalur Model 1 One-Sample Kolmogorov-Smirnov Test Pemasaran Layanan_purna Kepuasan_ _relasional _jual pelanggan N 100 100 100 Normal Mean 25.76 25.74 28.36 Parametersa,b Std. Deviation 2.479 2.650 2.798 Absolute .129 .129 .130 Most Extreme Positive .061 .071 .070 Differences Negative -.129 -.129 -.130 Kolmogorov-Smirnov Z 1.286 1.291 1.305 Asymp. Sig. (2-tailed) .073 .071 .066 a. Test distribution is Normal. b. Calculated from data.
b.
Hasil Uji Normalitas Jalur Model 2
One-Sample Kolmogorov-Smirnov Test Pemasaran Layanan_ Kepuasan_ _ relasional purna_jual pelanggan N 100 100 100 Normal Mean 25.76 25.74 28.36 Parametersa,b Std. Deviation 2.479 2.650 2.798 Absolute .129 .129 .130 Most Extreme Positive .061 .071 .070 Differences Negative -.129 -.129 -.130 Kolmogorov-Smirnov Z 1.286 1.291 1.305 Asymp. Sig. (2-tailed) .073 .071 .066 a. Test distribution is Normal. b. Calculated from data.
http://digilib.mercubuana.ac.id/
Niat_ berperilaku 100 11.97 1.755 .157 .089 -.157 1.568 .015
122
Lampiran 5. Hasil Uji Heteroskedastisitas dengan SPSS statistics 21
a.
Hasil Uji Heteroskedastisitas Jalur Model 1
b.
Hasil Uji Heteroskedastisitas Jalur Model 2
http://digilib.mercubuana.ac.id/
123
Lampiran 6. Hasil Uji Hipotesis dengan SPSS statistics 21
a.
Hasil Uji Hipotesis Jalur Model 1 Uji t (t-test) Coefficientsa Model
Unstandardized Standardized Coefficients Coefficients B Std. Error Beta (Constant) 4.663 2.297 Pemasaran_relasional .238 .107 .228 Layanan_purna_jual .569 .117 .497 a. Dependent Variable: Kepuasan_pelanggan
t
Sig.
3.316 2.231 4.864
.001 .028 .000
Uji F (F-test) Model 1
F 39.961
Regression Residual Total
Sig. .000b
a. Dependent Variable: Kepuasan_pelanggan b. Predictors: (Constant), Layanan_purna_jual, Pemasaran_relasional
Koefisien Determinasi (R2) Model Summary Model 1
R
R Square
Adjusted R Square
.672a
.452
.440
a. Predictors: (Constant), Layanan_purna_jual, Pemasaran_relasional
http://digilib.mercubuana.ac.id/
124
b.
Hasil Uji Hipotesis Jalur Model 2 Uji t (t-test) Coefficientsa Model
Unstandardized Standardized Coefficients Coefficients B Std. Error Beta (Constant) 4.817 1.906 Pemasaran_relasional -.264 .086 -.366 Layanan_purna_jual .025 .103 .031 Kepuasan_pelanggan .447 .080 .647 a. Dependent Variable: Niat_berperilaku
t
Sig.
2.917 -3.073 .243 5.598
.004 .003 .809 .000
Uji F (F-test) ANOVAa Model 1
F
Sig.
Regression Residual Total
13.537
.000b
a. Dependent Variable: Niat_berperilaku b. Predictors: (Constant), Kepuasan_pelanggan, Pemasaran_relasional, Layanan_purna_jual
Koefisien Determinasi (R2) Model Summary Model
R
1
R Square .545
a
Adjusted R Square
.297
a. Predictors: (Constant), Kepuasan_pelanggan, Pemasaran_relasional, Layanan_purna_jual
http://digilib.mercubuana.ac.id/
.275
125
Lampiran 7. Hasil Uji Korelasi Antar Variabel
Matriks Hasil Uji Korelasi Antar Variabel Correlations X1
X2
Pearson Correlation X1
100
Pearson Correlation
Y
.026
.000
.000
.799
100
100
100
1
**
.196
.000
.051
**
.583
.643
Sig. (2-tailed)
.000
N
100
100
100
100
**
**
1
.461**
Pearson Correlation Z
.695
Y **
.695
Sig. (2-tailed) N
X2
1
Z **
.583
.643
Sig. (2-tailed)
.000
.000
.000
N
100
100
100
100
**
1
Pearson Correlation
.026
.196
Sig. (2-tailed)
.799
.051
.000
N
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed). Sumber: Data primer diolah dengan SPSS statistics 21 (2016)
http://digilib.mercubuana.ac.id/
.461
100
126
Lampiran 8. Hasil Uji Korelasi Antar Dimensi dengan SPSS statistics 21
Correlations X1.1 Pearson Correlation
Pearson Correlation X1.2 Sig. (2-tailed) N Pearson Correlation X1.3 Sig. (2-tailed) N Pearson Correlation X2.1 Sig. (2-tailed) N Pearson Correlation X2.2 Sig. (2-tailed) N
X1.3
X2.1
X2.2
X2.3
1 .467** .324** .550** .329** .664**
X1.1 Sig. (2-tailed) N
X1.2
100 .467**
Z1
Z2
-.053 .637**
Z3
Z4
Z5
Z6
Z7
.172
.197* .531** .257** .407**
Y1
Y2
Y3
-.091
.131
.066
.000
.001
.000
.001
.000
.603
.000
.087
.050
.000
.010
.000
.367
.193
.516
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.002 .405** .354** .290** .295**
.182 .355**
.116
-.081
.004
1 .371** .408** .544** .449**
.000
.000
.000
.000
.000
.984
.000
.000
.003
.003
.070
.000
.251
.422
.969
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.324** .371**
1
.205* .426**
.178
.049
.150 .455**
.242* .279**
-.098
.059 -.213*
.066
.132
100
.001
.000
100
100
100
.550** .408**
.205*
.000
.000
.041
100
100
100
.041
.000
.076
.627
.137
.000
.015
.005
.330
.560
.033
.516
.190
100
100
100
100
100
100
100
100
100
100
100
100
100
-.053 .820**
.152
.220*
.163
-.027 .464**
.065
.181
.106
1 .343** .648**
100
.329** .544** .426** .343** .001
.000
.000
.000
100
100
100
100
.000
.000
.603
.000
.130
.027
.105
.786
.000
.523
.072
.292
100
100
100
100
100
100
100
100
100
100
100
100
.075 .338** .599** .605**
.231*
.101
.236*
.011
.043
.170
1 .387**
100
.000
.460
.001
.000
.000
.021
.315
.018
.916
.670
.091
100
100
100
100
100
100
100
100
100
100
100
http://digilib.mercubuana.ac.id/
127
Pearson Correlation X2.3 Sig. (2-tailed)
.000
.076
.000
.000
100
100
100
100
100
-.053
.002
.049
-.053
Sig. (2-tailed)
.603
.984
.627
N
100
100
100
Pearson Correlation
Pearson Correlation Z2
Z3
Z6
-.052 .702**
.245* .280** .648**
.109 .452**
-.062 .373**
.203*
.605
.000
.014
.005
.000
.281
.000
.537
.000
.043
100
100
100
100
100
100
100
100
100
100
100
.075
-.052
1
-.002
.091
.072
.017
.166
-.022
.175
.095
.174
.603
.460
.605
.986
.365
.475
.870
.098
.825
.082
.347
.083
100
100
100
100
100
100
100
100
100
100
100
100
100
.150 .820** .338** .702**
-.002
1
.228*
.148
.172
.150 .557**
.137 .301**
.041
.023
.142
.087
.137
.000
.173
.002
.688
100
100
100
100
100
100
100
100
.216* .265**
.235*
.000
.000
.137
.000
.001
.000
.986
N
100
100
100
100
100
100
100
100
Pearson Correlation
.172 .354** .455**
.152 .599**
.245*
.091
.228*
1 .308**
Sig. (2-tailed)
.087
.000
.000
.130
.000
.014
.365
.023
.002
.031
.008
.018
.268
.002
.001
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.197* .290**
.242*
.220* .605** .280**
.072
.148 .308**
1 .316**
.001
.162
-.112
.001
.994
.107
.265
.037
.000
100
100
100
100
100
100
100
.216* .316**
1
.147
.172
-.164
.145
.088
.102
.024
.000
100
100
100
100
.150 .344**
.210*
.075
100
Sig. (2-tailed)
.050
.003
.015
.027
.000
.005
.475
.142
.002
N
100
100
100
100
100
100
100
100
100
.531** .295** .279**
.163
.231* .648**
.017
.172
Pearson Correlation Z5
.637** .405**
1
Sig. (2-tailed)
Pearson Correlation Z4
.178 .648** .387**
.000
N
Z1
.664** .449**
Sig. (2-tailed)
.000
.003
.005
.105
.021
.000
.870
.087
.031
.001
N
100
100
100
100
100
100
100
100
100
100
100
100
.257**
.182
-.098
-.027
.101
.109
.166
.150 .265**
.001
.147
1
Pearson Correlation
http://digilib.mercubuana.ac.id/
.112 .300** .330**
.209* .359**
.225* .390**
128
Sig. (2-tailed)
.010
.070
.330
.786
.315
.281
.098
.137
.008
.994
.145
N
100
100
100
100
100
100
100
100
100
100
100
-.022 .557**
.235*
.162
Pearson Correlation Z7
Y2
Y3
.059 .464**
.236* .452**
.000
.036
.459
100
100
100
100
100
.172
.150
1
.165
.114
.081
.100
.258
.425
Sig. (2-tailed)
.000
.000
.560
.000
.018
.000
.825
.000
.018
.107
.088
.137
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
.116 -.213*
.065
.011
-.062
.175
.137
.112
-.112
-.164 .344**
.165
1
.064
.073
.529
.471
100
100
Pearson Correlation Y1
.407** .355**
.137
-.091
Sig. (2-tailed)
.367
.251
.033
.523
.916
.537
.082
.173
.268
.265
.102
.000
.100
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson Correlation
.131
-.081
.066
.181
.043 .373**
.095 .301** .300**
.209*
.225*
.210*
.114
.064
1 .554**
Sig. (2-tailed)
.193
.422
.516
.072
.670
.000
.347
.002
.002
.037
.024
.036
.258
.529
.000
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
Pearson Correlation
.066
.004
.132
.106
.170
.203*
.174
.041 .330** .359** .390**
.075
.081
.073 .554**
1
Sig. (2-tailed)
.516
.969
.190
.292
.091
.043
.083
.688
.001
.000
.000
.459
.425
.471
.000
N
100
100
100
100
100
100
100
100
100
100
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).
http://digilib.mercubuana.ac.id/
100
129
Lampiran 9. Tabel Nilai-nilai r Product Moment
Tabel Nilai-nilai r Product Moment
3 4 5
Taraf Signif 5% 1% 0.997 0.999 0.950 0.990 0.878 0.959
27 28 29
Taraf Signif 5% 1% 0.381 0.487 0.374 0.478 0.367 0.470
55 60 65
Taraf Signif 5% 1% 0.266 0.345 0.254 0.330 0.244 0.317
6 7 8 9 10
0.811 0.754 0.707 0.666 0.632
0.917 0.874 0.834 0.798 0.765
30 31 32 33 34
0.361 0.355 0.349 0.344 0.339
0.463 0.456 0.449 0.442 0.436
70 75 80 85 90
0.235 0.227 0.220 0.213 0.207
0.306 0.296 0.286 0.278 0.270
11 12 13 14 15
0.602 0.576 0.553 0.532 0.514
0.735 0.708 0.684 0.661 0.641
35 36 37 38 39
0.334 0.329 0.325 0.320 0.316
0.430 0.424 0.418 0.413 0.408
95 100 125 150 175
0.202 0.195 0.176 0.159 0.148
0.263 0.256 0.230 0.210 0.194
16 17 18 19 20
0.497 0.482 0.468 0.456 0.444
0.623 0.606 0.590 0.575 0.561
40 41 42 43 44
0.312 0.308 0.304 0.301 0.297
0.403 0.398 0.393 0.389 0.384
200 300 400 500 600
0.138 0.113 0.098 0.088 0.080
0.181 0.148 0.128 0.115 0.105
21 22 23 24 25 26
0.433 0.423 0.413 0.404 0.396 0.388
0.549 0.537 0.526 0.515 0.505 0.496
45 46 47 48 49 50
0.294 0.291 0.288 0.284 0.281 0.279
0.380 0.376 0.372 0.368 0.364 0.361
700 800 900 1000
0.074 0.070 0.065 0.062
0.097 0.091 0.086 0.081
N
N
Sumber: Sugiyono (2007)
http://digilib.mercubuana.ac.id/
N
130
CURICULUM VITAE
EDUCATION Elementary School Secondary School Senior High School
Name Place and date of birth Sex Nationality Marital Status ID Number Pasport Number Email Religion
: : : : : : : : :
Address Phone Number/Mobile
: :
RUBIATI FADHILAH PEMALANG, 14 OKTOBER 1990 FEMALE INDONESIAN SINGLE 3175065410900001
[email protected] MOSLEM Jalan Markisa IV Blok RH No 5, Perumahan Harapan Indah, Bekasi Timur +62 856-8266-289
:
SD Islam 02 Pulogadung Jakarta (1996-2002)
:
SMP Negeri 44 Jakarta (2002-2005)
:
SMA Negeri 31 Jakarta (2005-2008)
Bachelor Degree Degree Awarded Faculty
: : :
Jenderal Soedirman University Excellent Biology
Title of Essay
:
“T. harzianum biofungicide pellets on the effectiveness of disease control damping-off caused by Fusarium sp. on mustard green seeds (Brassica rapa var. parachinensis L)”
GPA
:
3.3 from 4.00 scale
Master Degree Degree Awarded Faculty
: : :
Title of Thesis GPA
: :
Mercu Buana University Cumlaude Magister of management “The Effect of relationship marketing and after sales service to customer satisfaction and its impact on the behavioral intention (Study case in PT. Atlas Copco Nusantara)” 3.75 from 4.00 scale
SKILLS Languages
:
ENGLISH
Score TOEFL : 500
HOBBIES Sports Various
: :
Badminton Watching movies and listening to the music
http://digilib.mercubuana.ac.id/
