DAFTAR PUSTAKA Ali, Hapzi dan Baruna Hadibrata, 2015, One stop services, quality of service and accesibility to the investor loyalty, the investment coordinating board. Ali, Hapzi dan Limakrisna Nandan. 2013. Metodologi Penelitian (Petunjuk Praktis untuk Pemecahan Masalah Bisnis, Penyusunan Skripsi, Tesis dan Disertasi). Budi Utama. Yogyakarta. Baron M. Reuben and David A. Kenny, 1986, The Moderator-Mediator Variable Distinction in Social Psychological Research Conceptual, Strategic, and Statistical Considerations. Basuki, Agus Tri dan Nano Prawoto, 2016. Analisa Regresi dalam Penelitian Ekonomi dan Bisnis. PT. Raja Grafindo Persada, Jakarta. Denga, Zhao Hua. 2010. Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management. Djoyo, Adji dan Hapzi Ali. 2012. Information technology service performance and client’s relationship to increase banking image and its influence on deposites customer bank loyalty (A survey of banking in Jambi). Archives des science. Eshghi, Abdoel Reza et all, 2008. Service Quality and Customer Satisfiction: An Empirical Investigation In Indian Mobile Telecomunications Services. Marketing Manajemen Journal. Griffin, Jill. 2005. Customer Loyalty : Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Erlangga. Jakarta. Hassan, Masood UI. 2013. Relationships among Customers’ Perceived Service Quality, Satisfaction and Loyalty in the Retail Banking Sector of Pakistan. World Applied Sciences Journal. Hawkins, et. al. 2007. Consumer Behavior, Building Marketing Strategy, 10th Edition. The McGraw-Hill Companies, Inc. New York Imran Ali, Abdul Khaliq Alvi, dan Rana Raffaqat Ali. 2012. Corporate reputation, Consumer Satisfaction and Loyalty (cellular industy of Pakistan). Romanian Review of Social Sciences. Kheng, Lo Liang. 2010. “The Impact of Service Quality on Customer Loyalty: A study of Banks in Penang, Malaysia”. International Journal of Marketing Studies. Kotler, Philip. 2007. Manajemen Pemasaran Edisi Bahasa Indonesia. Salemba Empat. Jakarta. Kotler, Philip. 2009. Manajemen Pemasaran Edisi Bahasa Indonesia. Salemba Empat. Jakarta. Kotler, Philip and Gary Amstrong. 2008. Prinsip Prinsip Pemasaran Jilid 1 Edisi Kedua Belas. Erlanggan. Jakarta.
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Kotler, Philip and Gary Amstrong. 2012. Principles of Marketing, 14th Edition. Prentice Hall International Inc. New Jersey. Kotler, Philip and Kevin Lane Keller. 2006. Marketing Management. Prentice Hall International Inc. New Jersey. Kotler, Philip and Kevin Lane Keller. 2009. Manajemen Pemasaran, Edisi 13 Jilid 1. Jakarta. Kotler, Philip and Kevin Lane Keller. 2012. Marketing Management 14th Edition. Prentice Hall International Inc. New Jersey. Kristomi, Riki dan Hapzy Ali, 2016. Analysis of servqual and product quality effects on customer satisfaction in retail (a field research in giant citra raya). Lovelock, Christoper. 2005. Manajemen Pemasaran Jasa. Gramedia. Jakarta. Munisamy, Jayaraman Shankar Cheliah, Hor Wei Mun, 2010, Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia, International Journal of Innovation, Manajement and Technology. Steinmetz L Lawrence, Donald P stegall, Jhon B Klein (2011), Managing the Small Bussines, the university of Michigan. Malhotra, Naresh K. 2004. Marketing Research: An Applied Orientation 4th Edition. Pearson Education, Inc. New Jersey Moeed Ahmad Sandu, Syeda Shawana Mahasan, Asad Ur Rehman, Saira Muzzafar. 2013. Service Quality Dimensions Impact on Customer Satisfaction in Telecom Sector of Pakistan. Journal of Basic and Applied Scientific Research. Mosahab, Rahim. 2010. Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation (Sepah Bank). International Business Research. Nova, Firsan (2011). Crisis Public Relation : Strategi PR Menghadapi Krisis, Mengelola Isu, Membangun Citra dan Reputasi Perusahaan. Rajawali Pers, Jakarta. Qing, Hong dan Viktor R. Prybutok. 2008. Determinants of Customer – Perceived Service Quality in Fast – Food Restaurants and Their Relationship to Customer Satisfaction and Behavioral Intentions. The Quality Management Journal. University of North Texas.
Pramesti, Getut, 2016. Kupas tuntas data penelitian dengan SPSS 22. Komputindo, Jakarta.
PT. Elex Media
Saghier, Niveen El dan Demyana Nathan. 2013. Service Quality Dimensions and Customers’ Satisfactions of Banks in Egypt. Proceedings of 20th International Business Research
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Conference. Santoso, Singgih. 2014. Konsep dasar dan aplikasi SEM dengan AMOS 22. PT Elex Media Komputindo. Jakarta. Sarjono, Haryadi dan Winda Julianita, 2015. Structural Equation Modeling (SEM), Sebuah Pengantar, Apikasi untuk Penelitian Bisnis. Salemba Empat, Jakarta. Schiffman and Kanuk. 2004. Perilaku Konsumen Edisi 7. Prentice Hall International Inc. Jakarta. Setiawan, Budi, 2015. Teknik Praktis Analisis Data Penelitian Sosial & Bisnis. Penerbit Andi, Yogyakarta. Steinmetz, Lawrence L. 2011. How to Sell at Margings Higher than Your competitors. University of Michigan. Tjiptono, Fandy. 2007. Strategi Pemasaran Edisi Kedua. Yogyakarta. Vanessa, Gaffar F. 2007. Customer Relationship Management and Marketing Public Relations. Alfabeta, Bandung. Wijanto, Setyo Hari 2015. Metode Penelitian Menggunalan Structural Equation Modeling Dengan Lisrel 9. Lembaga Penerbit Fakultas Ekonomi Universitas Indoneisa. Yu-Te-Tu. 2013. An Empirical Study of Corporate Brand Image, Customer Perceived Value and Satisfaction on Loyalty in Shoe Industry. Journal of Economics and Behavioral Studies. Zafar, Mohsin. 2012. Service quality, customer satisfaction and loyalty: an empirical analysis of banking sector in Pakistan. Munich Personal RePEc Archive. Zhang, Yang (2009), “A Study of Corporate Reputation’s Influence on Customer Loyalty Based on PLS-SEM Model”, International Business Research
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L A M P I R A N
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L A M P I R A N KUESIONER PENELITIAN
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KUESIONER PENELITIAN
BAGIAN I PROFIL RESPONDEN Nama Perusahaan : .................................................................................................................. Alamat Perusahaan : .................................................................................................................. Jenis Usaha : .................................................................................................................. Berlangganan Sejak Tahun : .................................................................................................................. Nama Responden : .................................................................................................................. Posisi : .................................................................................................................. Jenis Kelamin : ..................................................................................................................
BAGIAN II TANGGAPAN RESPONDEN Berilan tanda ( √ ) pada jawaban yang menurut anda paling sesuai dengan penilaian anda untuk setiap pernyataan yang ada. Keterangan :
STS TS N S SS
: Sangat Tidak Setuju : Tidak Setuju : Netral : Setuju : Sangat Setuju
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Variabel “Citra Perusahaan” Pernyataan berikut adalah untuk mengetahui bagaimana tanggapan responden mengenai citra perusahaan PT. Nusantara Water Centre yang diukur berdasarkan indikator berikut: No
Pertanyaan
STS
TS
N
S
SS
Likeability 1
Saya senang dengan keramahan bagian penerimaan sampel laboratorium PT.NWC
2
Saya senang dengan penampilan karyawan PT. NWC
Competence 3
Analis laboratorium PT. NWC mampu melakukan analisis air secara benar.
4
Menurut saya, akreditasi PT. NWC memberi jaminan hasil analisa air yang benar.
Quality 5
Saya tidak meragukan hasil pemeriksaan kualitas air yang dikeluarkan laboratorium PT. NWC
6
Saya tidak dapat mempengaruhi hasil pemeriksaan yang dikeluarkan PT. NWC
Performance 7
Karyawan PT. NWC mampu menjelaskan tentang prosedur pemeriksaan dan kualitas air hasil analisa kepada saya
8
Peralatan yang digunakan laboratorium PT. NWC sesuai dengan prosedur pemeriksaan kualitas air.
Responsibility 9
Menurut saya, jika PT.NWC tidak dapat menyelesaikan komplain pelanggan , maka PT. NWC harus mengganti lebih dari pembayaran yang diberikan pelanggan.
10
Tanggung jawab laboratorium PT, NWC dalam menyelesaikan pemeriksaan air, saat ini cukup bagus.
Variabel “Kualitas Pelayanan” Pernyataan berikut adalah untuk mengetahui bagaimana tanggapan responden mengenai kualitas pelayanan yang diberikan PT. NWC yang diukur berdasarkan indikator berikut: No
Pertanyaan
STS
TS
N
S
SS
Tangibles (Berwujud) 1
Menurut saya, bangunan PT. NWC cukup bagus
2
Tempat penerimaan contoh air di PT. NWC cukup nyaman
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Reliability (Kehandalan) 3
Hasil pemeriksaan kualitas air Laboratorium PT. NWC diakui oleh instansi yang berwenang didaerah kami
4
Hasil analisis kualitas air laboratorium PT. NWC dapat dijadikan acuan pengelolaan air ditempat kami
Responsiveness (Ketanggapan) 5
Karyawan PT.NWC tanggap terhadap permintaan yang diajukan pelanggan
6
Manajemen PT. NWC cepat memberi tanggapan terhadap komplain yang diajukan
Assurance (Jaminan dan Kepastian) 7
Laboratorium PT. NWC selalu bersedia melakukan pemeriksaan ulang, untuk hasil kualitas air yang mergukan.
Laboratorium PT. NWC selalu dapat menepati janji penyelesaian pekerjaan. Emphaty (Empati) 8
9 10
waktu
Karyawan PT. NWC selalu memberi kesempatan kepada saya untuk bertanya tentang analisa kualitas air. Karyawan PT. NWC memahami kebutuhan saya , tentang parameter kwalitas air yang saya periksa.
Variabel “Kepuasan Pelanggan” Pernyataan berikut adalah untuk mengetahui bagaimana tanggapan responden mengenai kepuasan pelanggan pada PT. NWC yang diukur berdasarkan indikator berikut No
Pertanyaan
STS
TS
N
S
SS
Expectation 1
Hasil pemeriksaan kualitas air laboratorium PT. NWC sesuai dengan contoh air yang saya berikan
2
Metoda analisis kualitas air PT. NWC, sesuai dengan rekomendasi yang diizinkan oleh peraturan yang berlaku
Experience 3
Saya tidak pernah dikecewakan selama menjadi pelanggan laboratorium PT.NWC
4
Saya mendapat tambahan informasi tentang kualitas air selama menjadi pelanggan laboratorium PT>NWC
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Overall Satisfaction 5
Hasil pemeriksaan kualitas air laboratorium PT. NWC secara keseluruhan memuaskan saya
6
Pelayanan PT. NWC secara keseluruhan memuaskan saya
Variabel “Loyalitas Pelanggan” Pernyataan berikut adalah untuk mengetahui bagaimana tanggapan responden mengenai loyalitas pelanggan pada PT. NWC yang diukur berdasarkan indikator berikut: No
STS
Pertanyaan
TS
N
S
SS
Repeat purchase 1
Saya berniat akan menggunakan jasa laboratorium PT. NWC untuk memeriksa kualitas air.
2
Saya pasti memeriksa kualitas air kembali, dilaboratorium PT.NWC
Purchases across product and service lines (membeli produk lain atau produk tambahan) 3
Setiap memeriksa contoh air, saya juga akan meminta jasa pengambilan contoh air ke PT. NWC
4
Saya berniat menggunakan jasa Engineering PT. NWC, jika ada masalah instalasi pengolahan air.
Refers order (merekomendasikan orang lain) 5
Saya akan merekomendasikan jasa laboratorium PT.NWC kepada orang lain yang membutuhkan.
6
Saya selalu menginformasikan hal positif laboratorium PT. NWC kepada orang lain.
Demonstrate immunity to the pull competition (kebal terhadap rayuan pesaing)
7
Saya tetap mempertimbangkan PT. NWC laboratorium tempat memeriksa contoh air saya
sebagai
pilihan
8
Saya tidak akan pindah untuk memeriksa contoh air saya ke laboratorium lain.
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L A M P I R A N KORELASI
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Warning # 849 in column 23. Text: in_ID >The LOCALE subcommand of the SET command has an invalid parameter. It could >not be mapped to a valid backend locale. CORRELATIONS /VARIABLES=X101 X102 X103 X104 X105 X106 X107 X108 X110 X201 X202 X203 X204 X205 X206 X207 X208 X209 X210 Y Z /PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE.
Correlations [DataSet0] Correlations
X101 X101
Pearson Correlation Sig. (2-tailed) N
X102
Pearson Correlation Sig. (2-tailed) N
X103
Pearson Correlation Sig. (2-tailed) N
X104
Pearson Correlation Sig. (2-tailed) N
X105
Pearson Correlation Sig. (2-tailed) N
X106
Pearson Correlation Sig. (2-tailed) N
X107
Pearson Correlation Sig. (2-tailed) N
X108
Pearson Correlation Sig. (2-tailed) N
X110
Pearson Correlation Sig. (2-tailed) N
X102
X103
X104
X105
X106
1
,799~~ ,000
,804 ,000
,818 ,000
,811 ,000
,770 ,000
161
161
161
161
161
161
,799~~
1
,757~~
,734~~
,711~~
,737~~
,000
,000
,000
,000
161
161
161
161
161
,757~~
1
,000 161 ,804 ,000
,000
161
161
,818
,734~~
161 ,803
,000
,000
,000
161
161
161
,711~~
,779~~
,000
,000
,811 ,000
,803
,779~~
,732~~
,000
,000
,000
161
161
161
1 161 ,787
,787
,750~~
,000
,000
161
161
1
,765~~
,000
,000
161
161
161
161
161
161
,770~~
,737~~
,732~~
,750~~
,765~~
1
,000
,000
,000
,000
,000
161
161
161
161
161
161
,800
,753~~
,757~~
,771~~
,737~~
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,738~~
,775~~
,734~~
,708~~
,679
,684
,786
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,761~~
,724~~
,727~~
,759~~
,758~~
,744~~
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
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Correlations
X101
Pearson Correlation Sig. (2-tailed) N
X102
Pearson Correlation Sig. (2-tailed) N
X103
Pearson Correlation Sig. (2-tailed) N
X104
Pearson Correlation Sig. (2-tailed) N
X105
Pearson Correlation Sig. (2-tailed) N
X106
Pearson Correlation Sig. (2-tailed) N
X107
Pearson Correlation
X107
X108
X110
X201
X202
X203
,800~~ ,000
,708~~ ,000
,761~~ ,000
,586 ,000
,501 ,000
,518 ,000
161
161
161
161
161
161
,753~~
X108
Pearson Correlation Sig. (2-tailed) N
X110
Pearson Correlation Sig. (2-tailed) N
,724~~
,483
,421
,454
,000
,000
,000
,000
,000
161
161
161
161
161
161
,757~~
,684
,727~~
,542
,474
,538
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,738~~
,759~~
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,771~~
,775~~
,758~~
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,737~~
,734~~
,744~~
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,786
1
Sig. (2-tailed) N
,679
,000
161 ,821
,821
,858
,607
,526
,500
,537
,553
,466
,489
,536
,533
,493
,456
,000
,000
,000
,000
,000
161
161
161
161
161
1
,791~~
,000 161
,858
,548
,527
,509
,467
,000
,000
,000
,000
161
161
161
161
161
,791~~
1
,000
,000
161
161
,542
161
,469
,445
,000
,000
,000
161
161
161
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Correlations
X101
Pearson Correlation Sig. (2tailed) N
X102
Pearson Correlation Sig. (2-tailed) N
X103
Pearson Correlation Sig. (2-tailed) N
X104
Pearson Correlation Sig. (2-tailed) N
X105
Pearson Correlation Sig. (2-tailed) N
X106
Pearson Correlation Sig. (2-tailed) N
X107
Pearson Correlation Sig. (2-tailed) N
X108
Pearson Correlation Sig. (2-tailed) N
X110
Pearson Correlation Sig. (2-tailed) N
X204
X205
X206
X207
X208
X209
,637~~
,577~~
,559~~
,543
,502
,547
,000
,000
,000
161 ,525
161 ,471
,000
161 ,543
161 ,488
,000 161 ,482
,000 161 ,530
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,631
,539
,621
,538
,530
,585
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,600
,554
,600
,519
,529
,531
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,668
,578
,614
,578
,560
,612
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,570
,513
,584
,512
,469
,541
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,574
,498
,551
,497
,498
,524
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,584
,508
,589
,524
,533
,535
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
,576
,479
,532
,496
,513
,523
,000
,000
,000
,000
,000
,000
161
161
161
161
161
161
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Correlations X210 ** X101
Pearson Correlation Sig. (2-tailed) N
X102
Pearson Correlation Sig. (2-tailed) N
X103
Pearson Correlation Sig. (2-tailed) N
X104
Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N X106
Pearson Correlation Sig. (2-tailed) N
X107
Pearson Correlation Sig. (2-tailed) N
X108
Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
,000
,000
,000
161
161
161
,581
**
,517
**
,454
**
,481
,000
,000
,000
161
161
161
**
**
,565 ,000 **
,528
,562 ,000 161 **
,615
**
,615 ,000 161 **
,621
,000
,000
,000
161
161
161
**
**
,619
,560
**
,619
,000
,000
,000
161
161
161
**
,558
**
,515
**
,570
,000
,000
,000
161
161
161
**
**
,530 ,000 161
Pearson Correlation
X110
Z ** ,552
161 Pearson Correlation
X105
Y ** ,545
**
,563
,601 ,000 161 **
,595
**
,572 ,000 161 **
,594
,000
,000
,000
161
161
161
**
**
,522
,550
**
,529
,000
,000
,000
161
161
161
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L A M P I R A N LISREL
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DATE:12/07/ 2016 TIME: 15:58 L I S R E L 8.71 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., 1981-2004 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 D:\AA\ANALISIS DROP CTR 1.SPJ: SYSTEM FILE from file 'D:\AA\ANALISIS DROP CTR 1.DSF' Sample Size = 161 Latent Variables KEP LOY CTR KUA Relationships Y1 = 0.81*KEP Y2 = KEP Y3 = KEP Y4 = KEP Y5 = KEP Y6 = KEP Z1 = 0.58*LOY Z2 = LOY Z3 = LOY Z4 = LOY Z5 = LOY Z6 = LOY Z7 = LOY Z8 = LOY X101 = CTR X102 = CTR X103 = CTR X104 = CTR X105 = CTR X106 = CTR X107 = CTR X108 = CTR X110 = CTR X201 = KUA X202 = KUA
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X203 = KUA X204 = KUA X205 = KUA X206 = KUA X207 = KUA X208 = KUA X209 = KUA X210 = KUA LOY = KEP KEP = CTR KUA LOY = CTR KUA Set the Variance of CTR to 1.00 Set Set Set Set Set Set Set Set Set Set Set Set Set Set Set Set Set Set Set Set Path End
the Variance of KUA the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance the Error Covariance Diagram of Problem
to of of of of of of of of of of of of of of of of of of of
1.00 Y6 and Y5 Z4 and Z2 Z6 and Z3 Z8 and Z7 X102 and X108 and X108 and X108 and X110 and X202 and X203 and X206 and X208 and X209 and X210 and X210 and X210 and X210 and X210 and
Free Free Free Free X101 X101 X103 X107 X107 X103 X202 X201 X207 X206 X201 X202 X203 X204 X205
Free Free Free Free Free Free Free Free Free Free Free Free Free Free Free
161
Sample Size =
Covariance Matrix Y1 Y1 Y2 Y3 Y4 Y5 Y6 Z1 Z2 Z3 Z4 Z5 Z6 Z7 Z8 X101 X102 X103
0.80 0.63 0.69 0.61 0.56 0.57 0.29 0.32 0.35 0.36 0.38 0.36 0.38 0.40 0.39 0.31 0.39
Y2
0.80 0.65 0.55 0.50 0.54 0.35 0.34 0.41 0.39 0.42 0.39 0.41 0.42 0.40 0.32 0.40
Y3
0.86 0.65 0.58 0.58 0.31 0.34 0.39 0.36 0.42 0.39 0.40 0.40 0.40 0.31 0.41
Y4
0.77 0.52 0.54 0.30 0.34 0.40 0.34 0.39 0.37 0.38 0.37 0.43 0.35 0.40
Y5
0.78 0.64 0.21 0.27 0.27 0.31 0.32 0.31 0.33 0.32 0.35 0.27 0.35
0.86 0.26 0.25 0.26 0.31 0.31 0.31 0.34 0.34 0.40 0.28 0.37
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Y6
X104 X105 X106 X107 X108 X110 X201 X202 X203 X204 X205 X206 X207 X208 X209 X210
0.43 0.40 0.34 0.44 0.44 0.40 0.35 0.38 0.35 0.38 0.37 0.43 0.32 0.36 0.41 0.40
0.45 0.41 0.37 0.47 0.46 0.40 0.38 0.39 0.38 0.42 0.38 0.45 0.34 0.37 0.41 0.41
0.46 0.42 0.37 0.49 0.51 0.46 0.39 0.39 0.38 0.43 0.38 0.47 0.36 0.39 0.42 0.45
0.41 0.44 0.38 0.47 0.47 0.44 0.43 0.40 0.39 0.47 0.43 0.48 0.40 0.43 0.46 0.47
0.41 0.36 0.33 0.40 0.40 0.36 0.30 0.31 0.30 0.35 0.31 0.38 0.29 0.32 0.35 0.37
0.44 0.39 0.35 0.42 0.39 0.35 0.33 0.35 0.34 0.37 0.35 0.41 0.30 0.33 0.38 0.37
Z3
Z4
Z5
Z6
Covariance Matrix
Z1 Z1 Z2 Z3 Z4 Z5 Z6 Z7 Z8 X101 X102 X103 X104 X105 X106 X107 X108 X110 X201 X202 X203 X204 X205 X206 X207 X208 X209 X210
0.59 0.38 0.38 0.35 0.39 0.41 0.39 0.37 0.28 0.18 0.28 0.34 0.34 0.30 0.29 0.33 0.27 0.29 0.26 0.28 0.30 0.26 0.28 0.25 0.25 0.27 0.29
Z2 0.64 0.45 0.47 0.43 0.45 0.44 0.40 0.33 0.28 0.36 0.37 0.36 0.33 0.37 0.35 0.33 0.31 0.28 0.31 0.34 0.29 0.34 0.30 0.29 0.34 0.33
0.67 0.45 0.43 0.39 0.41 0.40 0.35 0.31 0.36 0.38 0.36 0.32 0.33 0.36 0.31 0.36 0.33 0.38 0.40 0.37 0.40 0.34 0.33 0.36 0.36
0.63 0.42 0.42 0.42 0.38 0.36 0.29 0.38 0.31 0.37 0.34 0.36 0.34 0.30 0.27 0.26 0.30 0.33 0.30 0.34 0.28 0.26 0.33 0.35
0.58 0.43 0.42 0.41 0.34 0.30 0.37 0.41 0.41 0.37 0.41 0.43 0.37 0.33 0.33 0.32 0.38 0.32 0.40 0.32 0.31 0.34 0.35
0.61 0.48 0.42 0.37 0.31 0.39 0.39 0.40 0.37 0.41 0.41 0.38 0.35 0.33 0.35 0.36 0.35 0.38 0.34 0.33 0.38 0.38
Covariance Matrix Z7 Z7 Z8 X101 X102 X103
0.67 0.50 0.36 0.27 0.38
Z8 0.64 0.31 0.25 0.33
X101
0.84 0.62 0.64
X102
0.73 0.56
X104
X103
0.76
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X104 X105 X106 X107 X108 X110 X201 X202 X203 X204 X205 X206 X207 X208 X209 X210
0.39 0.40 0.33 0.38 0.38 0.35 0.32 0.28 0.29 0.36 0.29 0.33 0.30 0.29 0.34 0.36
0.36 0.34 0.31 0.34 0.37 0.30 0.32 0.30 0.30 0.35 0.30 0.35 0.30 0.32 0.35 0.34
0.67 0.67 0.62 0.69 0.61 0.65 0.43 0.36 0.39 0.46 0.43 0.45 0.40 0.38 0.41 0.44
0.56 0.55 0.55 0.61 0.55 0.57 0.33 0.28 0.32 0.35 0.32 0.41 0.33 0.34 0.37 0.37
0.62 0.61 0.56 0.62 0.56 0.59 0.38 0.32 0.38 0.43 0.38 0.48 0.37 0.38 0.42 0.41
0.79 0.63 0.59 0.66 0.62 0.63 0.39 0.37 0.39 0.42 0.40 0.47 0.37 0.38 0.39 0.39
Covariance Matrix X105 X105 X106 X107 X108 X110
X201 X202 X203 X204 X205 X206 X207 X208 X209 X210
X106
0.82 0.61 0.66 0.66 0.63
0.77 0.61 0.61 0.61
0.44 0.39 0.39 0.48 0.42 0.49 0.42 0.41 0.46 0.46
X107
0.89 0.73 0.75
0.37 0.32 0.35 0.40 0.36 0.45 0.36 0.34 0.39 0.41
X108
0.89 0.69
0.38 0.36 0.35 0.43 0.38 0.46 0.37 0.38 0.41 0.41
X201
X110
0.86
0.40 0.37 0.36 0.44 0.39 0.49 0.39 0.41 0.42 0.44
0.41 0.34 0.34 0.42 0.36 0.43 0.37 0.39 0.40 0.40
0.65 0.50 0.53 0.53 0.53 0.51 0.51 0.52 0.52 0.50
Covariance Matrix X202 X202 X203 X204 X205 X206 X207 X208 X209 X210
0.61 0.52 0.47 0.49 0.52 0.48 0.49 0.49 0.46
X203
0.67 0.49 0.52 0.53 0.52 0.52 0.50 0.49
X204
0.62 0.50 0.54 0.49 0.49 0.53 0.53
X205
0.65 0.54 0.53 0.53 0.52 0.50
X206
0.77 0.51 0.52 0.58 0.59
0.63 0.54 0.49 0.49
Covariance Matrix X208 X208 X209 X210
0.67 0.51 0.50
X209
0.68 0.62
X210
0.69
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X207
Number of Iterations = 47 LISREL Estimates (Maximum Likelihood) Measurement Equations Y1
=
0.81*KEP,
Errorvar.= 0.15 , R2 = 0.82 (0.022) 6.75
Y2
=
0.77*KEP, (0.048) 15.85
Errorvar.= 0.21 , R2 = 0.73 (0.028) 7.62
Y3
=
0.85*KEP, (0.045) 18.90
Errorvar.= 0.13 , R2 = 0.85 (0.021) 6.25
Y4
=
0.76*KEP, (0.047) 16.18
Errorvar.= 0.20 , R2 = 0.75 (0.026) 7.53
Y5
=
0.68*KEP, (0.053) 12.86
Errorvar.= 0.31 , R2 = 0.60 (0.038) 8.23
Y6
=
0.70*KEP, (0.057)
Errorvar.= 0.37 , R2 = 0.57 (0.045)
12.31
8.30
Z1
=
0.58*LOY,
Errorvar.= 0.25 , R2 = 0.57 (0.031) 8.32
Z2
=
0.65*LOY, (0.059) 10.95
Errorvar.= 0.22 , R2 = 0.66 (0.027) 7.96
Z3
=
0.66*LOY, (0.061) 10.82
Errorvar.= 0.23 , R2 = 0.66 (0.030) 7.57
Z4
=
0.63*LOY, (0.059) 10.71
Errorvar.= 0.23 , R2 = 0.64 (0.028) 8.05
Z5
=
0.64*LOY, (0.056) 11.47
Errorvar.= 0.17 , R2 = 0.72 (0.021) 7.74
Z6
=
0.68*LOY, (0.057)
Errorvar.= 0.13 , R2 = 0.78 (0.020)
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11.98
6.70
Z7
=
0.66*LOY, (0.061) 10.95
Errorvar.= 0.23 , R2 = 0.66 (0.028) 7.99
Z8
=
0.61*LOY, (0.060) 10.32
Errorvar.= 0.25 , R2 = 0.60 (0.031) 8.20
X101
=
0.83*CTR, (0.056) 14.84
Errorvar.= 0.15 , R2 = 0.82 (0.020) 7.21
X102
=
0.70*CTR, (0.055) 12.67
Errorvar.= 0.23 , R2 = 0.68 (0.029) 8.23
X103
=
0.76*CTR, (0.054) 14.13
Errorvar.= 0.17 , R2 = 0.77 (0.022) 7.74
X104
=
0.79*CTR, (0.055) 14.38
Errorvar.= 0.17 , R2 = 0.79 (0.021) 7.93
X105
=
0.81*CTR, (0.056) 14.44
Errorvar.= 0.17 , R2 = 0.79 (0.021) 7.91
X106
=
0.75*CTR, (0.056) 13.29
Errorvar.= 0.22 , R2 = 0.72 (0.026) 8.28
X107
=
0.83*CTR, (0.059) 14.17
Errorvar.= 0.20 , R2 = 0.78 (0.025) 7.88
X108
=
0.82*CTR, (0.060) 13.63
Errorvar.= 0.23 , R2 = 0.75 (0.030) 7.58
X110
=
0.80*CTR, (0.059) 13.59
Errorvar.= 0.22 , R2 = 0.74 (0.027) 8.20
X201
=
0.73*KUA, (0.050) 14.79
Errorvar.= 0.12 , R2 = 0.82 (0.016) 7.46
X202
=
0.68*KUA, (0.049) 13.95
Errorvar.= 0.15 , R2 = 0.76 (0.018) 8.10
X203
=
0.71*KUA, (0.051)
Errorvar.= 0.16 , R2 = 0.76 (0.020)
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13.85
8.04
X204
=
0.71*KUA, (0.048) 14.70
Errorvar.= 0.12 , R2 = 0.81 (0.015) 7.75
X205
=
0.72*KUA, (0.050) 14.38
Errorvar.= 0.14 , R2 = 0.79 (0.017) 7.90
X206
=
0.76*KUA, (0.055) 13.64
Errorvar.= 0.20 , R2 = 0.74 (0.023) 8.78
X207
=
0.67*KUA, (0.050) 13.35
Errorvar.= 0.18 , R2 = 0.72 (0.020) 9.01
X208
=
0.69*KUA, (0.052) 13.24
Errorvar.= 0.20 , R2 = 0.71 (0.022) 9.01
X209
=
0.75*KUA, (0.050) 15.13
Errorvar.= 0.11 , R2 = 0.84 (0.013) 8.63
X210
=
0.78*KUA, (0.049) 15.86
Errorvar.= 0.074 , R2 = 0.89 (0.014) 5.17
Error Covariance for Y6 and Y5 = 0.16 (0.033) 5.00 Error Covariance for Z4 and Z2 = 0.058 (0.021) 2.81 Error Covariance for Z6 and Z3 = -0.07 (0.017) -3.78 Error Covariance for Z8 and Z7 = 0.089 (0.023) 3.89 Error Covariance for X102 and X101 = 0.034 (0.018) 1.88 Error Covariance for X108 and X101 = -0.06 (0.017) -3.76 Error Covariance for X108 and X103 = -0.06 (0.017) -3.37
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Error Covariance for X108 and X107 = 0.039 (0.018) 2.10 Error Covariance for X110 and X107 = 0.083 (0.019) 4.30 Error Covariance for X202 and X103 = -0.04 (0.013) -3.10 Error Covariance for X203 and X202 = 0.044 (0.014) 3.11 Error Covariance for X206 and X201 = -0.05 (0.015) -3.15 Error Covariance for X208 and X207 = 0.076 (0.016) 4.71 Error Covariance for X209 and X206 = 0.0019 (0.013) 0.15 Error Covariance for X210 and X201 = -0.07 (0.012) -5.42 Error Covariance for X210 and X202 = -0.07 (0.012) -5.86 Error Covariance for X210 and X203 = -0.06 (0.013) -4.40 Error Covariance for X210 and X204 = -0.03 (0.012) -2.86 Error Covariance for X210 and X205 = -0.06 (0.012) -5.29 Structural Equations KEP = 0.36*CTR + 0.44*KUA, Errorvar.= 0.46 , R 2 = 0.53 (0.084) (0.084) (0.066) 4.28 5.19 7.00 LOY = 0.32*KEP + 0.29*CTR + 0.28*KUA, Errorvar.= 0.38 , R 2 = 0.62 (0.086) (0.085) (0.084) (0.072) 3.78 3.48 3.28 5.32
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Reduced Form Equations KEP = 0.36*CTR + 0.44*KUA, Errorvar.= 0.46, R2 = 0.53 (0.084) (0.084) 4.28 5.19 LOY = 0.41*CTR + 0.42*KUA, Errorvar.= 0.43, R2 = 0.57 (0.086) (0.085) 4.79 4.91 Correlation Matrix of Independent Variables CTR CTR
1.00
KUA
0.69 (0.04) 15.99
KUA
1.00
Covariance Matrix of Latent Variables KEP KEP LOY CTR KUA
1.00 0.71 0.66 0.68
LOY 1.01 0.70 0.70
CTR
1.00 0.69
KUA
1.00
Goodness of Fit Statistics Degrees of Freedom = 470 Minimum Fit Function Chi-Square = 556.02 (P = 0.0038) Normal Theory Weighted Least Squares Chi-Square = 518.28 (P = 0.061) Estimated Non-centrality Parameter (NCP) = 48.28 90 Percent Confidence Interval for NCP = (0.0 ; 107.85) Minimum Fit Function Value = 3.48 Population Discrepancy Function Value (F0) = 0.30 90 Percent Confidence Interval for F0 = (0.0 ; 0.67) Root Mean Square Error of Approximation (RMSEA) = 0.025 90 Percent Confidence Interval for RMSEA = (0.0 ; 0.038) P-Value for Test of Close Fit (RMSEA < 0.05) = 1.00 Expected Cross-Validation 90 Percent Confidence Interval ECVI for Saturated ECVI for Independence
Index (ECVI) = 4.38 for ECVI = (4.08 ; 4.75) Model = 7.01 Model = 173.15
Chi-Square for Independence Model with 528 Degrees of Freedom = 27637.74 Independence AIC = 27703.74 Model AIC = 700.28 Saturated AIC = 1122.00 Independence CAIC = 27838.42
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Model CAIC = 1071.69 Saturated CAIC = 3411.67 Normed Fit Index (NFI) = 0.98 Non-Normed Fit Index (NNFI) = 1.00 Parsimony Normed Fit Index (PNFI) = 0.87 Comparative Fit Index (CFI) = 1.00 Incremental Fit Index (IFI) = 1.00 Relative Fit Index (RFI) = 0.98 Critical N (CN) = 157.62 Root Mean Square Residual (RMR) = 0.029 Standardized RMR = 0.040 Goodness of Fit Index (GFI) = 0.84 Adjusted Goodness of Fit Index (AGFI) = 0.80 Parsimony Goodness of Fit Index (PGFI) = 0.70 The Modification Between and X104 Z4 X209 X101 X210 X101 X210 X209
Indices Suggest to Add an Error Covariance Decrease in Chi-Square New Estimate 12.3 -0.06 10.5 -0.03 8.5 0.03 30.8 0.08 Time used:
0.858 Seconds
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Curriculum Vitae Personal Data Name
: Meidiarta Bhinawan
Gender
: Male
Date of birth : Jakarta, May 11th, 1968 Nationality : Indonesian Religion
: Moslem
Status
: Married
Educational Background (S1) Environmental Engineering from Satya Negara Indonesia University, Jakarta, Indonesia. (D3) Environmental Engineering from Technology Pekerjaan Umum Academy, Bandung, Indonesia. Job Objective : Water and Wastewater Treatment Specialist Senior level assignments in operation & maintenance, process & control, engineering service, consulting works and Engineering Design in Water Treatment Plant (WTP), Waste Water Treatment (WWTP) and Distribution Piping Networks. Brief Overview : Project planning, engineering design & execution, operation & maintenance, process & control, commissioning, trouble shooting, waste water management, Occupational Health & Safety (OHS) management. Presently work for PT. Nusantara Water Centre. Professional Capabilities : Design of WTP, WWTP and Water Distribution Piping Network. Design aspects includes civil, mechanical and electrical for newly built plant and those for rehabilitation/upgrading purposes. 1.
Management construction work for WTP, WWTP and Water Distribution Piping Network. Ensure the plants are built according to the design schedule.
2.
Monitoring and Evaluation. Evaluation of running WTP & WWTP whether it meets the initial objectives. 140
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Evaluation of maintenance and operation practices. Job Description 1. Coordinate Engineering Team. 2. Conduct feasibility study for Water Treatment Plant (WTP) & Wastewater
Treatment Plant (WWTP). 3. Design WTP & WWTP (civil, mechanical and electrical aspects). 4. Design water distribution piping network. 5. Manage construction works of WTP, WWTP and water distribution network. 6. Supervise commissioning works. 7. Evaluation study of running WTP and WWTP. 8. Instructor for training on WTP & WWTP operation and maintenance.
2001 – NOW : Presently work for PT. NUSANTARA WATER CENTRE , JAKARTA Projects 2016: PT AETRA Jakarta Uprating Rapid Sand Filter Water Treatment Plant in Buaran, Jakarta Position: Project Manager 2014: PT. Agung Podomoro Land Design and Build of Water Treatment Plant, Cap 50 liter/second, in Vimala Hills Bogor Position: Project Manager 2013: PT Freeport Indonesia Design and installation of Nano Filtration System, Cap 10 m3/hour, in Portsite Position: Project Manager 2012: PT Freeport Indonesia WTP Media Filter Replacement in Portsite, LIP, MP 38, Hidden Valley and Ridge Camp. Position: Project Manager
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2012: International Organization for Migration (IOM), Tanjung Pinang, Bintan Evaluation of existing Water Supply System and Design for improvement. Position: Team Leader. 2012: PT Borneo Tirta Mandiri Feasibility Study for Public Private Partnership for Water Supply in Singkawang, Kalimantan. 2011: IC Net, Japan Assistance on Post Evaluation Study of JICA Water Supply Project in East Timor. Position: Water Supply Specialist. 2011: PT Soho Industri Pharmasi Design & built of Wastewater Treatment Plant for Pharmaceutical Industry, cap 400 m3/day, Jakarta Position: Project Manager 2010: Swiss Red Cross Works includes construction of Multifunction Hall, Dormitories, Landscaping, Access Road, Lightings, Fire Alarm as well as design and construction of Sewage Treatment Plant and Water Treatment Plant for 1000 students and staffs. 2009: SAB-SAS (Sticthing H2O Partners for Northern Sumatera) Construction of Steel Water Treatment Plant, Cap 5 L/s, Meureudu, Aceh, Indonesia. Position: Project Manager 2007: SAB-SAS (Sticthing H2O Partners for Northern Sumatera) Planning & Rehabilitation of Production Facilities of WTP Lapang (2 x @ 40 L/s) PDAM Tirta Meulaboh, West Aceh. Position: Project Manager. 2006-2007: Swiss Agency for Development & Cooperation (SDC) – Banda Aceh Total Rehabilitation of Lambaro Water Treatment Plant cap 500L/s for PDAM Tirta Daroy, Banda Aceh. 142
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Works include design review and implementation of treatment process, civil, mechanical (pumps and piping), electrical (major improvement in SCADA monitoring & control system, low & middle voltage power supply). Position: Project Manager
2004-2005: PDAM Tirtanadi, Medan Design and construction of Water Treatment Plant, Cap. 200 L/s. Position: Project Manager 2004: United Nations Development Program (UNDP) Training of small town Water Treatment Plant in Liquica, Los Palos & Manatuto – East Timor. Position: Project Manager 2003: Tokyo Engineering Consultant, Japan Operation & Maintenance of Central Water Treatment Plant of Dili – East Timor. Position: Project Manager 2003: PT KAYABA INDONESIA Plant Cibitung & Pulogadung, Jakarta Wastewater Treatment Plant (turnkey project). Position: Site Engineer 2002: DISTRICT HOSPITAL OF CILEGON, Cilegon (West Java) Sewage Treatment Plant (turnkey project) Position: Site Engineer 2002: Palembang Water Supply Project, Palembang Supply and Installation of Mechanical and Electrical Equipment for Palembang Water Supply Project. Position: Project Manager 2001: PPLI (Waste Management Indonesia), Jakarta Design of Wast Water Treatment Plant. 143
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PT Zebra Asaba Industries, Jakarta Design & construction of Waste Water Treatment Plant for plating industry Position: Site Engineer. 1997 – 2000: Work On PT. KARYA PANCA KARSA GRAHA CONTRACTOR, JAKARTA. 2000: Harapan Kita Hospital, Jakarta Rehabilitation Sterilisation and Laundry Room. Levelling Pump House and Panels Room. Position : Site Manager 1999: PAM JAYA, Jakarta Zoning system distribution pipe Daan Mogot Area Position : Site Manager 1997 – 1998 : PAM JAYA, Jakarta PAM JAYA SYSTEM IMPROVEMENT PROJECT (PJSIP) Package A-6. Implementation of secondary and tertiary piping network, kebon jeruk area, west jakarta. Position : Site Manager 1995 – 1996: Work on PT LENGGOGENI CONSULTANT, Jakarta Detailed Engineering Design Central Java. Solid Waste Sector. Detailed Engineering Design Eastern Island, Solid Waste Sector, for Jayapura, Sorong, Biak Numfor and Jayawijaya Position : Environment ngineer 1992 - 1994: Work on PT. IMACO KAJITAMA CONSULTANT, Bandung Environmental Impact Analisys project for Industries Waste Water Treatment Plant PT. Sangga Buana, Bandung. Position : Project Manager.
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1990 – 1991: Work on PT. ELMESAT CONSULTANT, Bandung Environmental Impact Analisys Gubeng Train Station, PJKA, Surabaya. Position : Environmental Engineer Assistant. Commisioning Proses Waste Water Treatment Plant PT. Riasima Abadi. Position : Environmental Engineering Assistent.
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