LAMPIRAN 1 KUESIONER
KUESIONER PENELITIAN Program Studi Manajemen Program Pascasarjana Unika Widya Mandala Surabaya
Responden yang terhormat, Dalam rangka pernyusunan tugas akhir di Program Pascasarjana Unika Widya Mandala Surabaya, saya ingin mencari informasi yang berkaitan dengan kepuasan pelanggan, kepercayaan dan loyalitas Body Shop Surabaya
di dalam penelitian tentang PENGARUH STORE
ENVIRONMENT, SALESPEOPLE, SALES PROMOTION, ASSORTMENT TERHADAP CONSUMER
SATISFACTION
DAN
LOYALITY
DENGAN
TRUST
SEBAGAI
INTERVENING PADA BODY SHOPDI SURABAYA Saya mohon kesediaan dari Bapak/Ibu/Saudara(i) untuk membantu penelitian saya dengan mengisi kuesioner ini. Kesediaan Saudara mengisi kuisioner ini sangat penting bagi saya.Saya mohon kuesioner ini diisi dengan sebenar-benarnya, sesuai dengan apa yang Anda rasakan. Perlu diinformasikan bahwa pihak penyusun menjamin kerahasiaan informasi pribadi yang Bapak/Ibu/Saudara(i) berikan. Informasi ini hanya ditujukan untuk kepentingan menyusun tugas akhir. Atas perhatian dan kerjasama Bapak/Ibu/Saudara(i) saya ucapkan terima kasih.
Hormat kami,
Dina Novita 8112411012
Petunjuk mengisi kuesioner : Berilah tanda( √ ) pada setiap pertanyaan yang telah disediakan. 1. Jenis kelamin : 2. Usia :
( ) Pria
( ) Wanita
( ) 17–25 thn
( ) 26–36 thn
( ) 37–47 thn
( ) > 48 thn
3. Pendidikan terakhir : ( ) tidak tamat SD
( ) tidak tamat SMA
( ) tamat SD
( ) tamat SMA
( ) tidak tamat SMP
( ) tidak tamat perguruaan tinggi
( ) tamat SMP
( ) tamat perguruaan tinggi
4. Status pekerjaan : ( ) Pelajar / Mahasiswa ( ) Pegawai ( ) Wiraswasta ( ) Ibu rumah tangga
5. Dalam satu tahun terakhir, sudah berapa kali anda berbelanja di Body Shop Surabaya: ( ) 1 kali
( ) 3 kali
( ) 5 kali
( ) > 5 kali
6. Dalam satu tahun terakhir pernah melakukan komplain di Body Shop Surabaya : Ya ( )
Tidak ( )
Petunjuk Pengisian Isilah pertanyaan berikut dengan memberikan tanda( √ ) pada salah satu jawaban yang sesuai menurut anda, dengan asumsi: STS = Sangat Tidak Setuju TS = Tidak Setuju N = Netral S = Setuju SS = Sangat Setuju No
Pertanyaan STS
Store environment (X1) 1 Suasana Body Shop Surabaya sangat nyaman 2 Tanda Body Shop Surabaya sangat jelas 3 Penataan ruang toko yang baik di Body Shop Surabaya 4 Body Shop Surabaya mempunyai temperatur udara yang sejuk 5 Penataan produk yang menarik di Body Shop Surabaya Salespeople (X2) 1 Salespeople di Body Shop Surabaya cara penjualannya lebih baik daripada di supermarket lainnya 2 Salespeople di Body Shop Surabaya tata bicara sopan sehingga konsumen merasa senang 3 Salespeople di Body Shop Surabaya melayani konsumen dengan baik 4 Salespeople di Body Shop Surabaya bersahabat dengan konsumen 5 Salespeople di Body Shop Surabaya mampu mencocokkan barang yang satu dengan yang lain
TS
Keterangan N
S
SS
Salespromotion (X3) 1 Body Shop Surabaya memberikan salespromotion harga yang terjangkau untuk konsumen 2 Salespromotion yang dilakukan Body Shop Surabaya mudah dimengerti oleh konsumen 3 Body Shop Surabaya memberikan salespromotion yang menarik untuk konsumen 4 Salespromotion yang dilakukan Body Shop Surabaya membuat konsumen ingin datang dan membeli kembali 5 Body Shop Surabaya melakukan salespromotion secara berulang – ulang Assortment (X4) 1 Body Shop Surabaya dapat menyediakan produk yang bervariasi 2 Body Shop Surabaya memenuhi berbagai desain produk dan warnanya 3 Body Shop Surabaya mempunyai berbagai macam variasi produk Consumer satisfaction(Y1) 1 Body Shop Surabaya dapat memenuhi harapan saya 2 Body Shop Surabaya dapat memenuhi harapan saya 3 Saya merasa puas dengan kualitas barang yang ditawarkan di Body ShopSurabaya 4 Saya sangat puas dengan apa yang diberikan oleh Body Shop Surabaya 5 Secara umum, saya merasa puas dengan apa yang diberikan oleh Body Shop Surabaya 6 Secara umum, saya merasa puas dengan pelayanan yang saya dapatkan di Body Shop Surabaya Trust (I1) 1 Body Shop Surabaya memberikan saya rasa percaya pada produkyang dijual pada saat berbelanja disana 2 Saya merasa yakin kualitas barang yang ditawarkan di Body ShopSurabaya, 3 Body Shop Surabaya membuat saya enjoy dengan kepercayaan yangsaya miliki
Loyalty(Y2) 1 Saya merekomendasikan Body ShopSurabaya ke orang lain, 2 Saya mendorong orang lain untuk pergi ke Body Shop Surabaya, 3 Saya sanggup untuk membayar dengan harga yang lebih tinggi daritoko lain untuk mendapatkan barang yang berkualitas di Body ShopSurabaya, 4 Saya lebih mengutamakan kualitas daripada harga yang ditawarkan, 5 Saya akan memilih Body Shop Surabaya sebagai tujuan utama sayajika ingin berbelanja produk personal care, 6 Saya akan kembali untuk berbelanja lagi di Body Shop Surabaya dimasa yang akan datang, 7 Saya akan menceritakan kepada orang lain jika memiliki masalahdengan Body Shop Surabaya.
TERIMA KASIH
LAMPIRAN 2 HASIL PENGISIAN KUESIONER
No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
X1.1
X1.2
3 2 4 3 2 3 2 3 2 2 2 5 4 5 4 5 4 5 4 3 3 5 4 5 4 5 3 4 5 3 2 4 5 5 2 4 2 2 4 4 3 3 5 4 3 5 3 4 3 3 3
4 2 5 5 2 4 4 4 2 2 3 4 4 4 3 4 4 5 3 3 4 5 5 4 4 4 3 4 5 3 3 4 4 5 4 4 3 4 4 5 3 2 5 5 4 3 4 4 3 5 4
Store Inviroment X1.3 X1.4
4 4 4 5 3 4 5 3 4 4 4 4 4 4 2 4 4 5 3 4 4 5 5 4 4 4 2 4 4 4 4 3 4 5 4 4 4 2 3 3 3 4 5 5 3 4 5 4 3 4 4
5 4 4 5 3 3 4 4 4 4 3 4 4 4 4 3 4 5 3 4 3 4 5 3 4 4 3 4 2 4 3 4 4 5 4 4 4 4 3 3 4 3 4 4 5 4 3 4 3 3 5
X1.5
Total
3 2 3 5 3 3 4 4 4 4 3 4 4 2 2 3 3 3 2 3 3 4 4 3 4 3 4 4 3 3 3 3 4 4 3 4 3 2 4 5 3 5 4 4 4 4 4 3 3 3 3
19 14 20 23 13 17 19 18 16 16 15 21 20 19 15 19 19 23 15 17 17 23 23 19 20 20 15 20 19 17 15 18 21 24 17 20 16 14 18 20 16 17 23 22 19 20 19 19 15 18 19
No 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102
X1.1
X1.2
5 4 3 3 3 5 3 4 4 4 5 3 3 4 3 4 3 2 4 3 3 3 4 3 4 3 4 3 3 3 3 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 5 5 2 5 5
5 3 5 4 5 4 4 5 4 3 5 3 4 4 4 5 4 3 4 3 5 4 4 4 4 3 5 4 4 4 4 4 5 4 4 4 4 4 5 5 5 5 5 5 5 4 5 5 4 5 5
Store Inviroment X1.3 X1.4
4 4 4 4 4 4 4 3 4 3 4 2 4 4 3 5 4 2 4 5 5 3 4 3 4 3 4 5 5 5 5 5 4 5 4 4 4 4 5 5 5 5 5 5 5 5 5 5 4 5 5
4 4 3 4 4 4 4 3 4 3 5 3 4 4 2 5 4 2 4 3 3 3 3 3 4 3 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 5 5 3 5 5
X1.5
Total
4 3 3 4 2 4 3 4 3 3 4 4 4 5 3 5 3 5 4 2 5 3 3 4 3 4 3 4 4 4 4 5 4 5 4 4 4 4 5 5 5 5 5 5 5 4 5 5 3 5 5
22 18 18 19 18 21 18 19 19 16 23 15 19 21 15 24 18 14 20 16 21 16 18 17 19 16 20 20 20 20 20 22 21 22 20 20 20 20 25 25 25 25 25 25 25 21 25 25 16 25 25
No 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153
Store Inviroment X1.3 X1.4
X1.1
X1.2
X1.5
Total
5 5 5 5 5 5 5 5 4 3 4 4 4 5 3 5 5 3 4 4 3 3 4 4 5 3 4 4 4 5 2 3 4 5 3 4 5 4 4 4 3 2 3 3 4 5 3 3
5 5 5 5 5 5 5 5 4 4 5 4 4 5 4 4 5 4 4 5 4 4 4 4 3 2 3 4 4 5 4 4 5 2 3 4 2 3 5 3 4 2 4 4 4 4 3 3
5 5 5 5 5 5 5 5 4 5 5 4 5 5 5 4 4 5 5 5 4 5 3 3 3 3 3 4 3 4 4 3 3 4 4 4 2 3 5 4 2 4 4 4 4 4 3 4
5 5 5 5 5 5 5 5 4 5 5 4 5 5 4 4 4 4 4 5 4 4 4 3 3 3 4 4 4 3 5 4 3 4 3 4 2 5 5 4 2 4 4 4 4 4 3 4
5 5 5 5 5 5 5 5 4 4 5 5 4 5 4 4 4 4 4 5 3 4 3 3 4 4 4 4 4 3 4 3 4 4 4 5 5 3 4 3 2 2 5 3 4 4 3 4
3 4 4
3 4 4
4 4 4
4 4 4
3 4 4
25 25 25 25 25 25 25 25 20 21 24 21 22 25 20 21 22 20 21 24 18 20 18 17 18 15 18 20 19 20 19 17 19 19 17 21 16 18 23 18 13 14 20 18 20 21 15 18 17 20 20
No 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
X1.1 4 4 3 4 4 4 2 3 3 4 4 4 4 4 4 4 4 4 3 3 3 4 3 3 4 4 4 4 4 4 4
X1.2 3 4 3 3 3 3 3 3 3 4 3 3 4 4 3 4 4 3 3 4 3 4 3 3 3 3 3 4 3 4 3
5 4 5 4 5 4 3 3 5 4 5 4 5 3 4 5
4 3 4 4 5 3 3 4 5 5 4 4 4 3 4 5
Store Inviroment X1.3 X1.4 3 3 4 4 4 4 3 4 3 4 3 4 3 4 3 4 4 4 3 3 4 3 4 3 4 4 3 3 3 4 4 3 4 3 3 3 4 4 4 3 4 4 4 4 3 4 3 4 3 3 3 3 3 4 4 4 3 4 4 4 3 3
4 2 4 4 5 3 4 4 5 5 4 4 4 2 4 4
4 4 3 4 5 3 4 3 4 5 3 4 4 3 4 2
X1.5 3 4 3 4 3 3 3 4 4 4 3 3 4 3 3 3 4 3 3 4 4 3 4 4 4 3 4 4 4 3 3
2 2 3 3 3 2 3 3 4 4 3 4 3 4 4 3
Total
16 20 17 18 17 17 15 17 18 18 17 17 20 17 17 18 19 16 17 18 18 19 17 17 17 16 18 20 18 19 16 19 15 19 19 23 15 17 17 23 23 19 20 20 15 20 19
No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
X2.1
X2.2
X2.3
4 4 4 4 2 4 5 4 3 3 3 3 4 4 4 2 4 4 2 3 3 4 4 3 4 4 4 4 3 3 4 3 4 4 3 3 4 3 4 5 3 2 4 4 4 4 4 3 3 3 5
5 4 4 4 3 4 5 4 4 4 2 4 5 4 3 3 4 5 5 5 4 4 4 3 5 4 4 4 4 4 5 4 3 4 3 4 5 4 4 5 4 3 4 3 4 5 3 3 3 4 3
4 4 4 5 2 4 5 5 3 3 3 3 3 3 4 4 4 4 2 2 3 5 3 4 4 5 3 4 4 3 3 3 3 4 3 5 4 3 4 5 4 3 5 3 5 5 4 4 3 5 3
Sales People X2.4 X2.5
3 4 4 4 2 3 3 4 3 3 4 4 4 3 5 5 4 5 2 4 3 5 3 3 3 5 3 4 4 3 2 5 4 4 3 4 3 3 4 3 4 2 5 4 4 4 4 3 3 3 3
5 4 4 4 3 4 5 4 4 4 2 4 5 4 3 3 4 5 5 5 4 4 4 3 5 4 4 4 4 3 4 3 4 4 3 3 4 3 4 5 3 2 4 4 4 4 4 3 3 3 5
X2.6
X2.7
Total
4 4 4 5 2 4 5 5 3 3 3 3 3 3 4 4 4 4 2 2 3 5 3 4 4 5 3 4 4 4 5 4 3 4 3 4 5 4 4 5 4 3 4 3 4 5 3 3 3 4 3
3 4 4 4 2 3 3 4 3 3 4 4 4 3 5 5 4 5 2 4 3 5 3 3 3 5 3 4 4 3 3 3 3 4 3 5 4 3 4 5 4 3 5 3 5 5 4 4 3 5 3
28 28 28 30 16 26 31 30 23 23 21 25 28 24 28 26 28 32 20 25 23 32 24 23 28 32 24 28 27 23 26 25 24 28 21 28 29 23 28 33 26 18 31 24 30 32 26 23 21 27 25
No 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102
X2.1
X2.2
X2.3
4 3 3 4 2 3 3 4 3 3 4 4 4 3 4 5 3 3 4 4 4 3 4 3 4 4 4 4 4 3 3 3 3 3 4 4 3 3 5 5 5 5 5 5 5 4 5 5 3 5 5
5 4 5 4 4 4 3 3 4 3 3 4 3 4 4 5 3 5 4 4 3 3 3 4 3 4 5 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 5 5 3 5 5
5 3 3 4 5 4 4 3 5 4 3 3 3 4 5 5 4 2 4 4 4 3 3 3 4 5 3 4 4 4 4 3 3 3 5 4 4 3 5 5 5 5 5 5 5 4 5 5 4 5 5
Sales People X2.4 X2.5 5 4 4 3 3 3 4 4 2 2 3 3 4 3 4 4 4 3 3 3 4 4
3 4 4 3 4 4 4 4 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 5 5 5 5 5
4 4 3 4 5 3 3 4 4 4 3 4 3 4 4 4 4 4 3 3 3 3 3 4 4 3 3 5 5 5 5 5 5 5 4 5 5 3 5 5
X2.6
X2.7
Total
5 4 5 4 4 4 3 3 4 3 3 4 3 4 4 5 3 5 4 4 3 3 3 4 3 4 5 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 5 5 3 5 5
5 3 3 4 5 4 4 3 5 4 3 3 3 4 5 5 4 2 4 4 4 3 3 3 4 5 3 4 4 4 4 3 3 3 5 4 4 3 5 5 5 5 5 5 5 4 5 5 4 5 5
33 24 25 28 24 25 24 24 28 23 24 25 24 26 29 34 24 24 28 27 25 21 23 23 25 29 28 28 28 26 26 24 24 24 30 28 26 24 35 35 35 35 35 35 35 28 35 35 25 35 35
No 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153
Sales People X2.4 X2.5
X2.1
X2.2
X2.3
5 5 5 5 5 5 5 5 4 4 5 5 4 5 3 4 3 3 4 5 3 3 4 3 4 3 5 4 4 4 3 4 3 3 3 4 2 4 5 3 2 4 5 4 4 4 3 4
5 5 5 5 5 5 5 5 4 4 5 4 5 5 4 5 3 4 4 5 3 4 4 3 4 3 4 3 4 3 4 4 4 3 4 3 4 4 5 3 2 3 4 4 4 4 4 4
5 5 5 5 5 5 5 5 4 4 5 4 4 5 4 5 4 4 5 5 4 4 4 3 5 3 4 4 3 5 4 4 2 3 3 4 3 3 5 3 3 3 5 4 4 5 3 3
5 5 5 5 5 5 5 5 3 4 5 4 4 5 4 4 4 4 5
X2.6
X2.7
Total
4 4 4 3 3 4 4 3 4 4 3 4 4 4 4 3 4 4 4 2 3 5 4 4 4 3 3
5 5 5 5 5 5 5 5 4 4 5 5 4 5 3 4 3 3 4 5 3 3 4 3 4 3 5 4 4 4 3 4 3 3 3 4 2 4 5 3 2 4 5 4 4 4 3 4
5 5 5 5 5 5 5 5 4 4 5 4 5 5 4 5 3 4 4 5 3 4 4 3 4 3 4 3 4 3 4 4 4 3 4 3 4 4 5 3 2 3 4 4 4 4 4 4
5 5 5 5 5 5 5 5 4 4 5 4 4 5 4 5 4 4 5 5 4 4 4 3 5 3 4 4 3 5 4 4 2 3 3 4 3 3 5 3 3 3 5 4 4 5 3 3
3 4 4
4 4 4
4 4 3
4 4 4
35 35 35 35 35 35 35 35 27 28 35 30 30 35 26 32 24 26 31 34 24 26 28 22 29 21 30 26 25 28 26 27 22 22 24 26 21 26 34 22 16 23 33 28 28 30 23 25 27 28 26
4 4 4
4 4 3
4 4 4
4 4
No 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
X2.1 3 4 3 3 3 3 3 4 3 4 4 3 4 3 3 3 4 4 4 4 4 3 3 4 3 4 3 3 4 4 3
X2.2 2 4 4 3 4 4 4 3 3 4 4 3 4 4 4 3 4 4 3 4 3 3 3 4 4 3 3 3 2 4 3
X2.3 3 3 4 4 3 3 3 3 4 3 4 3 3 4 4 3 4 3 3 3 4 4 3 4 4 3 3 3 3 4 3
4 4 2 4 4 2 3 3 4 4 3 4 4 4 4 3
4 3 3 4 5 5 5 4 4 4 3 5 4 4 4 4
3 4 4 4 4 2 2 3 5 3 4 4 5 3 4 4
Sales People X2.4 X2.5 3 3 3 4 4 3 3 3 4 3 4 3 3 3 3 4 3 3 4 4 3 4 4 3 3 4 4 3 3 3 4 3 3 4 3 4 4 4 3 4 4 4 4 3 3 3 3 4 3 3 4 4 4 3 4 3 3 4 4 4 3 3
3 5 5 4 5 2 4 3 5 3 3 3 5 3 4 4
4 4 2 4 4 2 3 3 4 4 3 4 4 4 4 3
X2.6 2 4 4 3 4 4 4 3 3 4 4 3 4 4 4 3 4 4 3 4 3 3 3 4 4 3 3 3 2 4 3
X2.7 3 3 4 4 3 3 3 3 4 3 4 3 3 4 4 3 4 3 3 3 4 4 3 4 4 3 3 3 3 4 3
4 3 3 4 5 5 5 4 4 4 3 5 4 4 4 4
3 4 4 4 4 2 2 3 5 3 4 4 5 3 4 4
Total
19 25 26 23 24 24 23 23 23 26 27 22 25 26 25 22 27 25 24 25 26 24 21 27 25 24 22 22 21 28 21 25 27 23 28 31 20 24 23 31 25 23 29 31 25 28 26
No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
Sales Promotion X3.3 X3.4
X3.1
X3.2
X3.5
Total
4 4 4 4 4 4 5 5 3 2 3 3 4 3 5 4 5 4 5 4 5 5 4 4 3 5 3 4 4 3 5 4 4 4 3 4 2
2 4 5 4 4 4 4 4 4 3 4 3 4 4 4 4 4 4 3 5 5 4 5 5 4 5 4 5 5 4 4 3 4 5 5 3 4
2 4 4 4 4 4 4 4 4 3 4 3 4 3 5 5 4 5 3 3 4 4 5 4 4 5 4 5 4 4 3 5 3 4 5 4 4
2 4 5 4 4 4 4 4 4 3 4 3 4 4 4 4 4 4 3 5 5 4 5 5 4 5 4 5 4 3 5 4 4 4 3 4 2
2 4 4 4 4 4 4 4 4 3 4 3 4 3 5 5 4 5 3 3 4 4 5 4 4 5 4 5 5 4 4 3 4 5 5 3 4
3 4 4 3 2 4 5 5 4 5 3 3 3 5
4 3 5 5 3 4 5 5 4 4 4 3 4 3
4 4 4 4 2 5 4 5 4 5 4 4 3 3
3 4 4 3 2 4 5 5 4 5 3 3 3 5
4 3 5 5 3 4 5 5 4 4 4 3 4 3
12 20 22 20 20 20 21 21 19 14 19 15 20 17 23 22 21 22 17 20 23 21 24 22 19 25 19 24 22 18 21 19 19 22 21 18 16 18 18 22 20 12 21 24 25 20 23 18 16 17 19
No 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102
X3.1 5 3 3 5 5 3 4 4 5 3 4
X3.2 5 4 4 4 4 5 4 3 5 3 4
3 3 5 3 4 5 4 5 3 3 3 4 5 3 4 3 3 3 3 3 3 3 3 4 3 4 3 5 5 5 5 5 5 5 4 5 4 3 5 5
4 4 5 4 5 5 4 5 3 3 4 4 4 4 3 3 3 3 3 3 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 4 5 3 5 5
Sales Promotion X3.3 X3.4 5 5 4 3 4 3 4 5 5 5 4 3 4 4 4 4 5 5 3 3 4 4
4 4 5 3 5 5 3 5 3 3 4 5 5 4 3 3 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 4 5 4 5 5
3 3 5 3 4 5 4 5 3 3 3 4 5 3 4 3 3 3 3 3 3 3 3 4 3 4 3 5 5 5 5 5 5 5 4 5 4 3 5 5
X3.5 5 4 4 4 4 5 4 3 5 3 4
4 4 5 4 5 5 4 5 3 3 4 4 4 4 3 3 3 3 3 3 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 4 5 3 5 5
Total
25 18 18 22 23 20 20 18 25 15 20 18 18 25 17 23 25 19 25 15 15 18 21 23 18 17 15 16 16 16 16 18 18 18 20 18 20 18 25 25 25 25 25 25 25 20 22 23 16 25 25
No 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153
Sales Promotion X3.3 X3.4
X3.1
X3.2
X3.5
Total
5 5 5 5 5 5 5 5 4 3 5 4 4 5 3 5 5 3 4
5 5 5 5 5 5 5 5 4 4 5 3 4 5 3 5 4 3 5
5 5 5 5 5 5 5 5 4 4 5 3 5 5 4 4 5 4 5
5 5 5 5 5 5 5 5 4 3 5 4 4 5 3 5 5 3 4
5 5 5 5 5 5 5 5 4 4 5 3 4 5 3 5 4 3 5
4 5
4 4
4 5
4 5
4 4
3 3 2 4 4 3 3 4 4 2 4 4 2 3 4 4 3 5 3 3 3 5 5 4 5 3 3
3 3 5 3 5 3 5 5 4 5 3 4 2 3 5 4 3 4 3 2 3 5 4 4 5 3 3
4 4 5 3 4 4 5 4 5 5 3 4 3 4 5 4 4 4 2 5 4 5 4 4 4 3 3
3 3 2 4 4 3 3 4 4 2 4 4 2 3 4 4 3 5 3 3 3 5 5 4 5 3 3
3 3 5 3 5 3 5 5 4 5 3 4 2 3 5 4 3 4 3 2 3 5 4 4 5 3 3
3 4 4
4 4 3
3 4 3
3 4 4
4 4 3
25 25 25 25 25 25 25 25 20 18 25 17 21 25 16 24 23 16 23 20 23 16 16 19 17 22 16 21 22 21 19 17 20 11 16 23 20 16 22 14 15 16 25 22 20 24 15 15 17 20 17
No 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
X3.1 3 4 3 4 3 3 3 3 4 3 3 3 4 4 3 4 4 3 3 3 4 4 4 4 3 3 4 3 3 4 4
X3.2 3 3 4 3 3 4 3 4 3 4 4 4 3 3 4 4 4 3 3 3 4 4 4 4 3 3 4 4 3 4 3
3 5 4 5 4 5 4 5 5 4 4 3 5 3 4 4
4 4 4 4 4 3 5 5 4 5 5 4 5 4 5 5
Sales Promotion X3.3 X3.4 4 3 4 4 3 3 4 4 3 3 4 3 3 3 2 3 3 4 4 3 3 3 4 3 4 4 3 4 3 3 3 4 4 4 4 3 3 3 4 3 3 4 3 4 4 4 3 4 3 3 3 3 3 4 3 3 3 3 4 4 3 4
3 5 5 4 5 3 3 4 4 5 4 4 5 4 5 4
3 5 4 5 4 5 4 5 5 4 4 3 5 3 4 4
X3.5 3 3 4 3 3 4 3 4 3 4 4 4 3 3 4 4 4 3 3 3 4 4 4 4 3 3 4 4 3 4 3
4 4 4 4 4 3 5 5 4 5 5 4 5 4 5 5
Total
16 18 17 18 15 18 15 16 17 18 17 18 18 17 17 19 20 16 15 16 19 19 20 19 15 15 19 17 15 20 17 17 23 21 22 21 19 21 24 22 23 22 18 25 18 23 22
No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
X4.1
Assortment X4.2 X4.3
3 4 4 3 3 4 3 3 3 3 3 5 3 4 4 4 4 5 2 5 4 4 5 3 4 4 4 4 5 4 4 4 4 4 3 4 5
5 3 3 5 2 4 5 4 3 3 3 3 5 4 5 4 4 5 3 3 4 4 4 4 4 4 4 4 4 4 2 3 4 4 3 4 2
5 3 4 5 3 4 3 4 4 4 3 5 4 4 5 3 4 5 2 4 5 4 5 5 3 5 4 5 3 3 3 4 4 4 3 4 3
3 4 4 3 3 4 3 5 4 4 4 4 4 3
3 4 4 3 3 5 4 4 4 4 3 3 4 3
5 4 4 4 3 4 4 4 5 3 4 3 3 3
Total
13 10 11 13 8 12 11 11 10 10 9 13 12 12 14 11 12 15 7 12 13 12 14 12 11 13 12 13 12 11 9 11 12 12 9 12 10 11 12 12 10 9 13 11 13 13 11 11 10 11 9
No 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102
X4.1 4 3 3 3 4 3 3 4 4 4 4
4 3 5 4 5 5 4 4 4 4 3 5 4 3 3 5 4 4 4 4 3 3 3 4 4 4 3 5 5 5 5 5 5 5 4 4 4 4 5 5
Assortment X4.2 X4.3 5 5 3 4 4 3 4 4 2 5 3 4 3 4 4 5 3 4 4 5 5 4
3 4 5 5 5 5 4 4 4 3 4 4 4 4 3 5 4 4 4 4 3 4 3 4 4 3 3 5 5 5 5 5 5 5 4 4 5 4 5 5
4 3 5 4 4 5 4 4 4 3 4 4 4 5 4 5 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 4 4 5 5 5 5
Total
14 10 10 11 11 10 10 13 11 13 13 11 10 15 13 14 15 12 12 12 10 11 13 12 12 10 15 12 12 12 12 10 11 10 12 12 11 10 15 15 15 15 15 15 15 12 12 14 13 15 15
No 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153
X4.1
Assortment X4.2 X4.3
5 5 5 5 5 5 5 5 4 3 5 4 4 5 4 5 4 4 4
5 5 5 5 5 5 5 5 4 4 5 4 4 5 4 4 3 4 5
5 5 5 5 5 5 5 5 4 5 5 4 5 5 4 5 4 4 5
4 4
4 4
5 3
4 4 4 4 2 4 4 4 4 4 4 3 4 4 4 4 3 5 4 5 4 5 4 4 4 3 3
4 4 5 5 4 4 4 5 5 5 4 3 4 4 4 3 5 5 3 3 4 5 4 4 4 3 3
4 5 4 4 4 4 5 4 4 4 4 4 4 4 4 5 5 5 4 5 4 5 4 4 4 3 3
2 4 3
1 4 1
4 4 4
Total
15 15 15 15 15 15 15 15 12 12 15 12 13 15 12 14 11 12 14 13 11 12 13 13 13 10 12 13 13 13 13 12 10 12 12 12 12 13 15 11 13 12 15 12 12 12 9 9 7 12 8
No 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
X4.1 3 4 4 4 3 4 4 3 3 3 4 3 3 3 3 4 4 3 4 4 3 3 3 3 4 4 3 3 3 3 3
4 4 4 4 5 2 5 4 4 5 3 4 4 4 4 5
Assortment X4.2 X4.3 3 3 3 4 4 4 1 4 4 4 3 4 4 4 3 3 3 4 3 3 4 3 3 4 4 4 3 3 3 4 4 3 3 4 3 3 4 4 3 4 4 4 4 4 4 4 4 3 3 3 3 3 3 3 4 3 4 3 3 4 4 3
4 5 4 4 5 3 3 4 4 4 4 4 4 4 4 4
4 5 3 4 5 2 4 5 4 5 5 3 5 4 5 3
Total
9 11 12 9 11 11 12 9 10 9 11 10 11 9 10 11 11 9 12 11 11 11 11 10 10 10 9 10 10 10 10 12 14 11 12 15 7 12 13 12 14 12 11 13 12 13 12
No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
Consumer Satisfaction Y1.3 Y1.4
Y1.1
Y1.2
Y1.5
Total
4 4 4 4 3 5 4 4 4 4 3 3 4 4 5 4 5 5 3 5 4 5 5 3 4 4 3 4 3 4 3 3 4 4 5 4 3
4 4 5 3 2 3 3 4 3 4 3 2 3 4 3 3 3 4 3 3 3 3 4 3 3 3 4 4 5 3 2 3 3 4 2 4 4
4 3 4 5 2 3 3 5 4 4 4 2 4 4 4 4 4 5 4 5 4 4 4 3 4 4 4 4 5 4 3 4 3 4 3 4 4
3 4 5 5 3 4 4 5 3 3 4 3 4 3 3 3 3 5 3 5 4 5 5 3 4 3 4 4 3 3 4 4 5 4 3 3 5
3 4 5 5 3 4 4 5 3 3 4 3 4 3 3 3 3 5 3 5 4 5 5 3 4 3 4 4 5 4 3 4 3 4 3 4 4
5 4 4 4 3 5 4 5 5 4 3 4 4 3
3 4 3 3 3 3 3 5 4 3 3 2 3 4
4 4 4 5 4 4 3 4 4 4 4 4 4 4
4 4 4 5 4 5 4 4 5 5 3 3 4 4
4 4 4 5 4 4 3 4 4 4 4 4 4 4
18 19 23 22 13 19 18 23 17 18 18 13 19 18 18 17 18 24 16 23 19 22 23 15 19 17 19 20 21 18 15 18 18 20 16 19 20 20 20 19 22 18 21 17 22 22 20 17 17 19 19
No 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102
Y1.1 4 4 4 4 5 5 4 4 5 5 4
Y1.2 4 3 3 3 4 4 3 3 3 3 3
4 3 5 4 4 5 5 4 4 4 3 4 4 4 3 4 3 3 4 3 3 4 3 3 4 4 3 5 5 5 5 5 5 5 4 4 3 4 5 5
4 3 4 4 4 4 4 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 5 4 4 4 5 5 5 5 5 5 5 5 4 4 5 4 5 5
Consumer Satisfaction Y1.3 Y1.4 5 5 3 4 4 4 3 4 3 3 4 5 4 3 4 3 4 4 3 4 4 4
4 4 5 3 4 4 4 3 3 4 4 3 3 4 4 3 4 4 4 4 5 4 5 5 4 3 5 5 5 5 5 5 4 5 5 5 5 4 5 5
4 4 5 4 3 5 4 3 4 3 4 3 4 3 3 4 4 4 4 4 4 4 4 5 3 4 4 5 5 5 5 5 5 5 5 5 5 3 5 5
Y1.5 5 3 4 3 3 4 4 4 4 3 4
4 4 5 3 4 4 4 3 3 4 4 3 3 4 4 3 4 4 4 4 5 4 5 5 4 3 5 5 5 5 5 5 4 5 5 5 5 4 5 5
Total
23 17 19 17 18 22 18 18 20 18 19 20 18 24 18 19 22 21 16 17 18 18 16 17 18 18 18 19 19 20 19 21 20 22 22 19 18 22 25 25 25 25 25 23 25 23 23 23 19 25 25
No 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153
Consumer Satisfaction Y1.3 Y1.4
Y1.1
Y1.2
Y1.5
Total
5 5 5 5 5 5 5 5 3 4 5 3 3 5 3 4 4 3 5
3 5 4 5 4 3 4 3 4 4 4 5 3 4 5 4 4 5 4 3 4 5 4 4 4 3 3
5 5 5 5 5 5 5 5 5 4 5 4 4 5 4 5 4 4 4 4 5 4 3 3 4 3 3 4 5 2 3 4 4 4 4 4 4 4 3 2 3 3 4 4 4 3 3 3
5 5 5 5 5 5 5 5 5 4 5 5 4 5 4 5 4 4 5 5 5 4 4 5 5 3 5 4 5 4 4 4 5 3 4 5 4 4 5 4 3 4 5 4 3 4 3 3
5 5 5 5 5 5 5 5 5 4 4 4 5 5 4 4 4 4 5 5 5 4 3 5 5 3 4 4 4 3 4 4 4 3 3 4 2 4 4 4 4 3 5 4 4 5 3 3
5 5 5 5 5 5 5 5 5 4 5 5 4 5 4 5 4 4 5 5 5 4 4 5 5 3 5 4 5 4 4 4 5 3 4 5 4 4 5 4 3 4 5 4 3 4 3 3
3 4 4
4 3 3
2 3 3
4 3 4
2 3 3
25 25 25 25 25 25 25 25 23 20 24 21 20 25 19 23 20 19 24 24 24 19 19 22 24 16 20 20 22 17 19 20 23 16 19 23 18 20 22 18 16 18 24 20 18 20 15 15 15 16 17
5 4
No 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
Y1.1 4 4 4 4 4 3 3 4 3 3 3 3 3 3 4 3 4 3 4 4 4 4 4 3 3 3 3 3 3 3 3
Y1.2 2 4 4 4 4 3 3 4 3 3 3 3 3 3 4 3 4 3 4 4 4 4 4 3 3 3 3 4 4 3 4
4 5 4 5 5 3 5 4 5 5 3 4 4 3 4 3
4 3 3 3 4 3 3 3 3 4 3 3 3 4 4 5
Consumer Satisfaction Y1.3 Y1.4 2 4 3 3 4 4 3 4 4 4 3 3 3 3 4 4 3 3 3 3 3 3 3 3 3 3 3 3 4 4 3 3 4 4 4 4 2 2 3 3 4 4 4 3 4 3 2 2 4 4 3 3 4 4 3 3 4 3 2 4 4 4
4 4 4 4 5 4 5 4 4 4 3 4 4 4 4 5
3 3 3 3 5 3 5 4 5 5 3 4 3 4 4 3
Y1.5 2 3 4 3 4 3 3 4 3 3 3 3 3 3 4 3 4 4 2 3 4 4 4 2 4 3 4 3 4 2 4
4 4 4 4 5 4 5 4 4 4 3 4 4 4 4 5
Total
14 17 20 18 20 15 15 20 15 15 15 15 15 15 20 15 20 18 14 17 20 19 19 12 18 15 18 16 18 14 19 19 19 18 19 24 17 23 19 21 22 15 19 18 19 20 21
Trust No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
I1.1
I1.2
I1.3
Total
5 4 3 5 3 5 3 4 3 4 3 3 4 4 3 4 3 4 3 4 3 4 5 4 3 4 3 4 4 3 4 3 4 4 3 4 4
4 5 3 4 2 4 4 3 4 3 3 3 3 3 5 5 4 5 3 4 3 4 4 4 3 5 4 5 4 4 3 3 3 4 3 4 5
5 4 5 5 3 5 4 5 3 3 4 4 4 4 3 4 3 5 4 5 4 5 5 4 4 5 4 4 3 4 5 5 5 5 3 4 4
3 4 4 4 3 4 4 4 4 4 3 4 3 4
3 4 5 4 3 4 5 4 4 4 4 3 2 4
3 5 5 5 4 5 5 5 4 5 3 4 4 4
14 13 11 14 8 14 11 12 10 10 10 10 11 11 11 13 10 14 10 13 10 13 14 12 10 14 11 13 11 11 12 11 12 13 9 12 13 9 13 14 13 10 13 14 13 12 13 10 11 9 12
Trust No 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102
I1.1 4 3 3 5 4 4 4 4 5 3 4
I1.2 4 3 3 3 2 4 4 5 5 3 3
I1.3 5 4 3 4 4 5 5 4 3 4 4
3 4 4 4 3 3 4 3 3 3 4 3 4 4 4 4 4 4 4 4 5 4 5 4 3 4 5 5 5 5 5 5 5 5 4 5 5 4 5 5
4 4 5 3 3 2 4 4 3 3 4 4 3 4 3 4 3 3 3 3 4 4 4 3 4 4 4 5 5 5 5 5 5 5 4 5 5 4 5 5
4 3 5 4 4 4 4 3 4 5 4 4 4 4 5 5 4 4 4 4 5 4 5 4 4 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5
Total
13 10 9 12 10 13 13 13 13 10 11 11 11 14 11 10 9 12 10 10 11 12 11 11 12 12 13 11 11 11 11 14 12 14 11 11 12 14 15 15 15 15 15 15 15 12 15 15 13 15 15
Trust No 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153
I1.1
I1.2
I1.3
Total
5 5 5 5 5 5 5 5 4 5 5 4 4 5 4 3 5 4 4 5 5 4 4 4 4 3 4 4 5 5 3 3 4 4 4 4 4 3 4 3 3 2 5 4 4 3 4 3
5 5 5 5 5 5 5 5 4 4 5 4 4 5 3 3 4 3 5 5 5 3 4 4 5 3 4 4 4 5 4 3 3 3 4 5 2 3 5 3 3 3 5 4 3 4 3 3
5 5 5 5 5 5 5 5 5 4 5 4 5 5 4 4 4 4 5 5 5 4 5 4 4 4 4 5 5 4 5 4 5 5 4 4 5 4 5 4 3 3 5 5 3 5 4 3
2 4 4
4 2 3
4 3 3
15 15 15 15 15 15 15 15 13 13 15 12 13 15 11 10 13 11 14 15 15 11 13 12 13 10 12 13 14 14 12 10 12 12 12 13 11 10 14 10 9 8 15 13 10 12 11 9 10 9 10
Trust No 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
I1.1 3 3 3 4 3 4 3 4 4 3 3 4 4 4 4 3 4 4 3 3 3 3 3 3 3 2 3 3 3 4 3
I1.2 2 3 3 4 3 3 4 4 3 4 2 3 4 3 3 3 4 3 4 3 3 1 3 4 2 2 4 2 2 3 2
I1.3 3 3 4 3 3 4 3 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 4 4 3 3 3 3 4 4 4
4 3 4 3 4 3 4 3 4 5 4 3 4 3 4 4
3 5 5 4 5 3 4 3 4 4 4 3 5 4 5 4
4 3 4 3 5 4 5 4 5 5 4 4 5 4 4 3
Total
8 9 10 11 9 11 10 12 11 11 9 11 12 11 11 10 11 10 11 10 10 8 10 11 8 7 10 8 9 11 9 11 11 13 10 14 10 13 10 13 14 12 10 14 11 13 11
Trust No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
I1.1
I1.2
I1.3
Total
5 4 3 5 3 5 3 4 3 4 3 3 4 4 3 4 3 4 3 4 3 4 5 4 3 4 3 4 4 3 4 3 4 4 3 4 4
4 5 3 4 2 4 4 3 4 3 3 3 3 3 5 5 4 5 3 4 3 4 4 4 3 5 4 5 4 4 3 3 3 4 3 4 5
5 4 5 5 3 5 4 5 3 3 4 4 4 4 3 4 3 5 4 5 4 5 5 4 4 5 4 4 3 4 5 5 5 5 3 4 4
3 4 4 4 3 4 4 4 4 4 3 4 3 4
3 4 5 4 3 4 5 4 4 4 4 3 2 4
3 5 5 5 4 5 5 5 4 5 3 4 4 4
14 13 11 14 8 14 11 12 10 10 10 10 11 11 11 13 10 14 10 13 10 13 14 12 10 14 11 13 11 11 12 11 12 13 9 12 13 9 13 14 13 10 13 14 13 12 13 10 11 9 12
Trust No 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102
I1.1 4 3 3 5 4 4 4 4 5 3 4
I1.2 4 3 3 3 2 4 4 5 5 3 3
I1.3 5 4 3 4 4 5 5 4 3 4 4
3 4 4 4 3 3 4 3 3 3 4 3 4 4 4 4 4 4 4 4 5 4 5 4 3 4 5 5 5 5 5 5 5 5 4 5 5 4 5 5
4 4 5 3 3 2 4 4 3 3 4 4 3 4 3 4 3 3 3 3 4 4 4 3 4 4 4 5 5 5 5 5 5 5 4 5 5 4 5 5
4 3 5 4 4 4 4 3 4 5 4 4 4 4 5 5 4 4 4 4 5 4 5 4 4 4 5 5 5 5 5 5 5 5 4 5 5 5 5 5
Total
13 10 9 12 10 13 13 13 13 10 11 11 11 14 11 10 9 12 10 10 11 12 11 11 12 12 13 11 11 11 11 14 12 14 11 11 12 14 15 15 15 15 15 15 15 12 15 15 13 15 15
Trust No 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153
I1.1
I1.2
I1.3
Total
5 5 5 5 5 5 5 5 4 5 5 4 4 5 4 3 5 4 4 5 5 4 4 4 4 3 4 4 5 5 3 3 4 4 4 4 4 3 4 3 3 2 5 4 4 3 4 3
5 5 5 5 5 5 5 5 4 4 5 4 4 5 3 3 4 3 5 5 5 3 4 4 5 3 4 4 4 5 4 3 3 3 4 5 2 3 5 3 3 3 5 4 3 4 3 3
5 5 5 5 5 5 5 5 5 4 5 4 5 5 4 4 4 4 5 5 5 4 5 4 4 4 4 5 5 4 5 4 5 5 4 4 5 4 5 4 3 3 5 5 3 5 4 3
2 4 4
4 2 3
4 3 3
15 15 15 15 15 15 15 15 13 13 15 12 13 15 11 10 13 11 14 15 15 11 13 12 13 10 12 13 14 14 12 10 12 12 12 13 11 10 14 10 9 8 15 13 10 12 11 9 10 9 10
Trust No 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
I1.1 3 3 3 4 3 4 3 4 4 3 3 4 4 4 4 3 4 4 3 3 3 3 3 3 3 2 3 3 3 4 3
I1.2 2 3 3 4 3 3 4 4 3 4 2 3 4 3 3 3 4 3 4 3 3 1 3 4 2 2 4 2 2 3 2
I1.3 3 3 4 3 3 4 3 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 4 4 3 3 3 3 4 4 4
4 3 4 3 4 3 4 3 4 5 4 3 4 3 4 4
3 5 5 4 5 3 4 3 4 4 4 3 5 4 5 4
4 3 4 3 5 4 5 4 5 5 4 4 5 4 4 3
Total
8 9 10 11 9 11 10 12 11 11 9 11 12 11 11 10 11 10 11 10 10 8 10 11 8 7 10 8 9 11 9 11 11 13 10 14 10 13 10 13 14 12 10 14 11 13 11
LAMPIRAN 3 UJI VALIDITAS DAN REABILITAS
Hasil validitas dan Reliabilitas Variabel Store Invironment
Cor relations X1.1 X1.1
X1.2
X1.3
X1.4
X1.5
Store Inviroment
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
X1.2 ,497** ,000 200 1
1 200 ,497** ,000 200 ,287** ,000 200 ,277** ,000 200 ,300** ,000 200 ,669** ,000 200
200 ,569** ,000 200 ,412** ,000 200 ,377** ,000 200 ,788** ,000 200
X1.3 ,287** ,000 200 ,569** ,000 200 1 200 ,579** ,000 200 ,424** ,000 200 ,777** ,000 200
X1.4 ,277** ,000 200 ,412** ,000 200 ,579** ,000 200 1 200 ,404** ,000 200 ,716** ,000 200
**. Correlation is s ignif icant at the 0.01 level (2-tailed).
Reliability Statis tics Cronbac h's A lpha ,775
N of Items 5
Item Statis tics X1.1 X1.2 X1.3 X1.4 X1.5
Mean 3,8100 3,9100 3,9500 3,8800 3,7100
Std. Dev iation ,89325 ,82175 ,80669 ,74050 ,82419
N 200 200 200 200 200
Item -Total Statis tics
X1.1 X1.2 X1.3 X1.4 X1.5
Scale Mean if Item Deleted 15,4500 15,3500 15,3100 15,3800 15,5500
Scale Varianc e if Item Deleted 6,068 5,646 5,743 6,217 6,128
Correc ted Item-Total Correlation ,443 ,639 ,627 ,556 ,492
Cronbach's Alpha if Item Deleted ,772 ,701 ,706 ,732 ,752
Store X1.5 Inviroment ,300** ,669** ,000 ,000 200 200 ,377** ,788** ,000 ,000 200 200 ,424** ,777** ,000 ,000 200 200 ,404** ,716** ,000 ,000 200 200 1 ,688** ,000 200 200 ,688** 1 ,000 200 200
Hasil validitas dan Reliabilitas Variabel Sales People Cor relations X2.1 X2.1
X2.2
X2.3
X2.4
X2.5
X2.6
X2.7
Sales People
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
1 200 ,473** ,000 200 ,562** ,000 200 ,448** ,000 200 ,896** ,000 200 ,521** ,000 200 ,511** ,000 200 ,818** ,000 200
X2.2 ,473** ,000 200 1 200 ,378** ,000 200 ,288** ,000 200 ,566** ,000 200 ,824** ,000 200 ,356** ,000 200 ,713** ,000 200
**. Correlation is s ignif icant at the 0.01 lev el (2-tailed).
Reliability Statis tics Cronbac h's A lpha ,884
N of Items 7
Item Statis tics X2.1 X2.2 X2.3 X2.4 X2.5 X2.6 X2.7
Mean 3,7100 3,9350 3,8350 3,7900 3,7800 3,8800 3,8350
Std. Dev iation ,77388 ,74400 ,83743 ,78035 ,77758 ,77369 ,83140
N 200 200 200 200 200 200 200
X2.3 ,562** ,000 200 ,378** ,000 200 1 200 ,516** ,000 200 ,453** ,000 200 ,551** ,000 200 ,928** ,000 200 ,826** ,000 200
X2.4 ,448** ,000 200 ,288** ,000 200 ,516** ,000 200 1 200 ,371** ,000 200 ,408** ,000 200 ,589** ,000 200 ,676** ,000 200
X2.5 ,896** ,000 200 ,566** ,000 200 ,453** ,000 200 ,371** ,000 200 1 200 ,399** ,000 200 ,433** ,000 200 ,761** ,000 200
X2.6 ,521** ,000 200 ,824** ,000 200 ,551** ,000 200 ,408** ,000 200 ,399** ,000 200 1 200 ,469** ,000 200 ,771** ,000 200
X2.7 Sales People ,511** ,818** ,000 ,000 200 200 ,356** ,713** ,000 ,000 200 200 ,928** ,826** ,000 ,000 200 200 ,589** ,676** ,000 ,000 200 200 ,433** ,761** ,000 ,000 200 200 ,469** ,771** ,000 ,000 200 200 1 ,808** ,000 200 200 ,808** 1 ,000 200 200
Item -Total Statis tics
X2.1 X2.2 X2.3 X2.4 X2.5 X2.6 X2.7
Scale Mean if Item Deleted 23,0550 22,8300 22,9300 22,9750 22,9850 22,8850 22,9300
Scale Varianc e if Item Deleted 13,228 14,051 12,829 14,135 13,583 13,539 12,990
Correc ted Item-Total Correlation ,741 ,609 ,745 ,555 ,665 ,678 ,721
Cronbach's Alpha if Item Deleted ,859 ,875 ,858 ,882 ,868 ,867 ,861
Hasil validitas dan Reliabilitas Variabel Sales Promotion
Cor relations X3.1 X3.1
X3.2
X3.3
X3.4
X3.5
Sales Promotion
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
1 200 ,478** ,000 200 ,449** ,000 200 ,916** ,000 200 ,481** ,000 200 ,815** ,000 200
X3.2 ,478** ,000 200 1 200 ,586** ,000 200 ,561** ,000 200 ,955** ,000 200 ,858** ,000 200
X3.3 ,449** ,000 200 ,586** ,000 200 1 200 ,486** ,000 200 ,634** ,000 200 ,755** ,000 200
X3.4 ,916** ,000 200 ,561** ,000 200 ,486** ,000 200 1 200 ,517** ,000 200 ,851** ,000 200
**. Correlation is s ignif icant at the 0.01 lev el (2-tailed).
Reliability Statis tics Cronbac h's A lpha ,885
N of Items 5 Item Statis tics
X3.1 X3.2 X3.3 X3.4 X3.5
Mean 3,8600 4,0050 4,0200 3,8700 3,9900
Std. Dev iation ,85089 ,77975 ,76978 ,84061 ,78292
N 200 200 200 200 200
Item -Total Statis tics
X3.1 X3.2 X3.3 X3.4 X3.5
Scale Mean if Item Deleted 15,8850 15,7400 15,7250 15,8750 15,7550
Scale Varianc e if Item Deleted 7,198 7,249 7,818 7,035 7,231
Correc ted Item-Total Correlation ,695 ,771 ,624 ,752 ,772
Cronbach's Alpha if Item Deleted ,866 ,848 ,881 ,852 ,848
Sales X3.5 Promotion ,481** ,815** ,000 ,000 200 200 ,955** ,858** ,000 ,000 200 200 ,634** ,755** ,000 ,000 200 200 ,517** ,851** ,000 ,000 200 200 1 ,858** ,000 200 200 ,858** 1 ,000 200 200
Hasil validitas dan Reliabilitas Variabel Assortment Cor relations X4.1 X4.1
X4.2
X4.3
Ass ortment
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
1 200 ,463** ,000 200 ,471** ,000 200 ,794** ,000 200
X4.2 ,463** ,000 200 1 200 ,466** ,000 200 ,820** ,000 200
X4.3 Ass ortment ,471** ,794** ,000 ,000 200 200 ,466** ,820** ,000 ,000 200 200 1 ,793** ,000 200 200 ,793** 1 ,000 200 200
**. Correlation is s ignif icant at the 0.01 lev el (2-tailed).
Reliability Statis tics Cronbac h's A lpha ,722
N of Items 3
Item Statis tics X4.1 X4.2 X4.3
Mean 3,8800 3,8800 4,0850
Std. Dev iation ,73368 ,83009 ,72830
N 200 200 200
Item -Total Statis tics
X4.1 X4.2 X4.3
Scale Mean if Item Deleted 7,9650 7,9650 7,7600
Scale Varianc e if Item Deleted 1,783 1,572 1,791
Correc ted Item-Total Correlation ,545 ,542 ,547
Cronbach's Alpha if Item Deleted ,632 ,640 ,630
Hasil validitas dan Reliabilitas Variabel Customer Satisfaction
Cor relations Y1.1 Y1.1
Y1.2
Y1.3
Y1.4
Y1.5
Cons umer Satis faction
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
1 200 ,247** ,000 200 ,371** ,000 200 ,421** ,000 200 ,367** ,000 200 ,611** ,000 200
Y1.2 ,247** ,000 200 1 200 ,556** ,000 200 ,428** ,000 200 ,547** ,000 200 ,715** ,000 200
Y1.3 ,371** ,000 200 ,556** ,000 200 1 200 ,569** ,000 200 ,930** ,000 200 ,882** ,000 200
**. Correlation is s ignif icant at the 0.01 level (2-tailed).
Reliability Statis tics Cronbac h's A lpha ,839
N of Items 5
Item Statis tics Y1.1 Y1.2 Y1.3 Y1.4 Y1.5
Mean 3,9650 3,6600 3,9700 3,9200 3,9650
Std. Dev iation ,74603 ,77938 ,77596 ,79167 ,78540
N 200 200 200 200 200
Item -Total Statis tics
Y1.1 Y1.2 Y1.3 Y1.4 Y1.5
Scale Mean if Item Deleted 15,5150 15,8200 15,5100 15,5600 15,5150
Scale Varianc e if Item Deleted 6,955 6,390 5,618 6,006 5,507
Correc ted Item-Total Correlation ,418 ,548 ,798 ,650 ,822
Cronbach's Alpha if Item Deleted ,863 ,832 ,762 ,804 ,754
Y1.4 ,421** ,000 200 ,428** ,000 200 ,569** ,000 200 1 200 ,642** ,000 200 ,788** ,000 200
Cons umer Y1.5 Satis faction ,367** ,611** ,000 ,000 200 200 ,547** ,715** ,000 ,000 200 200 ,930** ,882** ,000 ,000 200 200 ,642** ,788** ,000 ,000 200 200 1 ,897** ,000 200 200 ,897** 1 ,000 200 200
Hasil validitas dan Reliabilitas Variabel Trust Cor relations I1.1 I1.1
I1.2
I1.3
Trust
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
I1.2 ,566** ,000 200 1
1 200 ,566** ,000 200 ,556** ,000 200 ,850** ,000 200
200 ,422** ,000 200 ,838** ,000 200
I1.3 ,556** ,000 200 ,422** ,000 200 1 200 ,775** ,000 200
**. Correlation is signif ic ant at the 0.01 lev el (2-tailed).
Reliability Statis tics Cronbac h's A lpha ,753
N of Items 3
Item Statis tics I1.1 I1.2 I1.3
Mean 3,8400 3,7500 4,2050
Std. Dev iation ,73969 ,90087 ,70388
N 200 200 200
Item -Total Statis tics
I1.1 I1.2 I1.3
Scale Mean if Item Deleted 7,9550 8,0450 7,5900
Scale Varianc e if Item Deleted 1,842 1,621 2,112
Correc ted Item-Total Correlation ,664 ,562 ,544
Cronbach's Alpha if Item Deleted ,581 ,714 ,714
Trust ,850** ,000 200 ,838** ,000 200 ,775** ,000 200 1 200
Hasil validitas dan Reliabilitas Variabel Loyalty Cor relations Y 2.1 Y 2.1
Y 2.2
Y 2.3
Y 2.4
Y 2.5
Y 2.6
Y 2.7
Loyalty
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
1 200 ,521** ,000 200 ,555** ,000 200 ,477** ,000 200 ,638** ,000 200 ,439** ,000 200 ,512** ,000 200 ,780** ,000 200
Y 2.2 ,521** ,000 200 1
Y 2.3 ,555** ,000 200 ,320** ,000 200 1
200 ,320** ,000 200 ,326** ,000 200 ,451** ,000 200 ,531** ,000 200 ,391** ,000 200 ,676** ,000 200
200 ,432** ,000 200 ,492** ,000 200 ,434** ,000 200 ,673** ,000 200 ,738** ,000 200
**. Correlation is s ignif icant at the 0.01 level (2-tailed).
Reliability Statis tics Cronbac h's A lpha ,872
N of Items 7
Item Statis tics Y2.1 Y2.2 Y2.3 Y2.4 Y2.5 Y2.6 Y2.7
Mean 3,8600 3,8450 4,1350 3,7000 3,9750 3,9650 3,9700
Std. Dev iation ,72320 ,80885 ,76136 ,79572 ,73284 ,75938 ,76290
N 200 200 200 200 200 200 200
Y 2.4 ,477** ,000 200 ,326** ,000 200 ,432** ,000 200 1 200 ,496** ,000 200 ,373** ,000 200 ,548** ,000 200 ,696** ,000 200
Y 2.5 ,638** ,000 200 ,451** ,000 200 ,492** ,000 200 ,496** ,000 200 1 200 ,495** ,000 200 ,790** ,000 200 ,822** ,000 200
Y 2.6 ,439** ,000 200 ,531** ,000 200 ,434** ,000 200 ,373** ,000 200 ,495** ,000 200 1 200 ,545** ,000 200 ,724** ,000 200
Y 2.7 ,512** ,000 200 ,391** ,000 200 ,673** ,000 200 ,548** ,000 200 ,790** ,000 200 ,545** ,000 200 1 200 ,843** ,000 200
Loyalty ,780** ,000 200 ,676** ,000 200 ,738** ,000 200 ,696** ,000 200 ,822** ,000 200 ,724** ,000 200 ,843** ,000 200 1 200
Item -Total Statis tics
Y2.1 Y2.2 Y2.3 Y2.4 Y2.5 Y2.6 Y2.7
Scale Mean if Item Deleted 23,5900 23,6050 23,3150 23,7500 23,4750 23,4850 23,4800
Scale Varianc e if Item Deleted 12,163 12,431 12,237 12,359 11,869 12,331 11,588
Correc ted Item-Total Correlation ,692 ,542 ,631 ,569 ,747 ,613 ,772
Cronbach's Alpha if Item Deleted ,848 ,869 ,856 ,865 ,841 ,859 ,837
LAMPIRAN 4 ANALISIS FAKTOR KONFIRMATORI
Analisis Faktor Konfirmatori
e1
X1.1
e2
X1.2
,54
e3
,73
,68 X1.3
,67 e4
X1.4
e5
X1.5
e6
X2.1
e7
X2.2
e25
e24
,61 Y1.5
Y1.4
Store Invironment
,97 ,66
,61 Customer Satisfaction
,86 ,56 ,89 ,78 ,61
e8
X2.4
e10
X2.5
e11
X2.6
,37
X2.7
e13
X3.1
e14
X3.2
,84 ,82 ,58
e23
,53
Trust
,73
,70
e19
X3.5
e20
,69 ,71
X4.2
X4.3
,64
e27
I1.3
e28
Y2.1
e29
Y2.2
e30
Y2.3
e31
Y2.4
e32
Y2.5
e33
Y2.6
e34
Y2.7
e35
,63
,58
X4.1
I1.2
,65
,49
Sales Promotion
,55 e18
e26
,96 ,84
Loyalty e17
I1.1
,69
,84
,56
,77
,60
X3.3
X3.4
e22
,69
,96 e16
Y1.3
,78
,67 ,80
,94
e15
e21
,56
,63 e12
Y1.2
,84
,76 Sales People
,72
Y1.1
,71
,81
X2.3
,67 e9
,59 ,95
,60
Assortment
,79
,74 UJI MODEL : Chi_Square = 3593,327 DF = 539 Probability = ,000 CMIN/DF = 6,667 RMSEA = ,169 GFI = ,578 AGFI = ,507 TLI = ,510 CFI = ,556
,67 ,82
Uji Outlier
Des criptive Statis tics N Zscore: X1.2 Zscore: X1.3 Zscore: X1.4 Zscore: X1.5 Zscore: X2.1 Zscore: X2.2 Zscore: X2.3 Zscore: X2.4 Zscore: X2.5 Zscore: X2.6 Zscore: X2.7 Zscore: X3.1 Zscore: X3.2 Zscore: X3.3 Zscore: X3.4 Zscore: X3.5 Zscore: X4.1 Zscore: X4.2 Zscore: X4.3 Zscore: Y 1.1 Zscore: Y 1.2 Zscore: Y 1.3 Zscore: Y 1.4 Zscore: Y 1.5 Zscore: I1.1 Zscore: I1.2 Zscore: I1.3 Zscore: Y 2.1 Zscore: Y 2.2 Zscore: Y 2.3 Zscore: Y 2.4 Zscore: Y 2.5 Zscore: Y 2.6 Zscore: Y 2.7 V alid N (lis tw ise)
200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200 200
Minimum -2,3243 -2,4173 -2,5388 -2,0748 -2,2096 -2,6008 -2,1912 -2,2938 -2,2892 -2,4299 -2,2071 -2,1859 -2,5713 -2,6241 -2,2246 -2,5418 -2,5624 -2,4695 -2,8628 -1,2935 -2,1299 -2,5388 -2,4253 -2,5019 -2,4875 -2,0526 -1,7119 -2,5719 -2,2810 -2,8042 -2,1364 -2,6950 -2,5876 -2,5823
Max imum 1,3264 1,3016 1,5125 1,5652 1,6669 1,4314 1,3912 1,5506 1,5690 1,4476 1,4012 1,3398 1,2760 1,2731 1,3443 1,2900 1,5265 1,3493 1,2563 1,3873 1,7193 1,3274 1,3642 1,3178 1,5682 1,3876 1,1294 1,5763 1,4279 1,1361 1,6337 1,3987 1,3630 1,3501
Mean ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000 ,0000
Std. Deviation 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000 1,0000
Assessment of normality (Group number 1)
Variable I1.1 I1.2 I1.3 X1.1 X1.2 X1.3 X1.4 X1.5 X2.1 X2.2 X2.3 X2.4 X2.5 X2.6 X2.7 X3.1 X3.2 X3.3 X3.4 X3.5 X4.1 X4.2 X4.3 Y1.1 Y1.2 Y1.3 Y1.4 Y1.5 Y2.1 Y2.2 Y2.3 Y2.4 Y2.5 Y2.6 Y2.7 Multivariate
min 2 1 3 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 1 2 3 2 2 2 2 2 2 2 2 2 2 2
max 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
skew 0,038 -0,191 -0,309 -0,255 -0,323 -0,428 -0,253 -0,068 -0,037 -0,189 -0,043 -0,062 -0,048 -0,182 0,000 -0,024 -0,200 -0,299 -0,057 -0,172 -0,116 -0,619 -0,287 0,056 0,161 -0,401 -0,040 -0,251 -0,023 -0,112 -0,368 0,108 -0,269 -0,149 -0,086
c.r. 0,221 -1,104 -1,781 -1,474 -1,864 -2,468 -1,459 -0,390 -0,216 -1,092 -0,249 -0,355 -0,276 -1,053 -0,001 -0,139 -1,154 -1,727 -0,329 -0,990 -0,670 -3,574 -1,659 0,325 0,931 -2,316 -0,232 -1,447 -0,134 -0,644 -2,123 0,623 -1,550 -0,860 -0,496
kurtosis -0,720 -0,601 -0,957 -0,748 -0,512 -0,291 -0,233 -0,618 -0,487 -0,492 -0,918 -0,594 -0,587 -0,525 -0,967 -1,060 -0,850 -0,585 -0,995 -0,886 -0,484 0,812 -0,596 -1,193 -0,617 -0,229 -0,995 -0,628 -0,587 -0,725 -0,780 -0,691 -0,330 -0,747 -0,936 376,817
c.r. -2,080 -1,734 -2,763 -2,159 -1,478 -0,840 -0,672 -1,783 -1,406 -1,419 -2,650 -1,714 -1,694 -1,515 -2,790 -3,061 -2,455 -1,690 -2,874 -2,558 -1,398 2,344 -1,721 -3,444 -1,781 -0,662 -2,873 -1,813 -1,694 -2,092 -2,251 -1,994 -0,952 -2,156 -2,701 52,356
Observations farthest from the centroid (Mahalanobis distance) (Group number 1)
Observation number 20 19 16 191 151 190 1 24 7 12 200 187 15 139 14 56 29 25 186 143 18 31 69 157 177 10 3 154 2 172 23 22 194 9 13 127 37 32 72 148 11
Mahalanobis d-squared 65,703 65,677 65,575 65,524 65,457 65,367 65,244 64,647 64,588 63,683 63,291 63,344 63,225 63,264 63,045 62,623 62,000 61,708 60,012 59,692 59,267 58,772 57,979 57,926 57,562 55,917 55,354 55,098 53,355 53,227 51,979 51,850 51,832 51,028 49,317 48,890 48,757 48,724 47,934 47,881 47,145
p1 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,001 ,002 ,002 ,002 ,003 ,004 ,009 ,010 ,014 ,016 ,017 ,024 ,025 ,032 ,033 ,033 ,039 ,055 ,060 ,061 ,062 ,071 ,072 ,082
p2 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000
Observation number 133 4 26 66 175 153 135 8 5 27 182 197 152 161 42 51 183 179 6 132 100 142 180 136 123 78 68 195 60 144 178 54 21 193 33 126 131 38 40 171 163 44
Mahalanobis d-squared 46,895 46,387 46,073 45,972 45,816 45,794 45,209 45,064 44,858 44,540 44,500 44,300 44,241 44,130 43,619 43,369 42,699 42,340 42,244 41,831 41,800 41,603 41,506 41,476 41,340 41,295 40,983 40,025 40,023 39,942 39,935 39,665 39,568 39,192 39,074 38,384 38,291 38,135 37,927 37,788 37,719 37,519
p1 ,086 ,094 ,100 ,102 ,104 ,105 ,116 ,119 ,123 ,130 ,130 ,135 ,136 ,139 ,151 ,157 ,174 ,184 ,186 ,198 ,199 ,205 ,208 ,209 ,213 ,215 ,225 ,257 ,257 ,260 ,260 ,270 ,273 ,287 ,292 ,319 ,322 ,329 ,337 ,343 ,346 ,354
p2 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,000 ,004 ,002 ,002 ,001 ,002 ,002 ,005 ,004 ,028 ,026 ,029 ,037 ,040 ,035 ,044
Observation number 50 67 45 196 185 188 164 184 17 173 159 35 57 192 118 59 47
Mahalanobis d-squared 37,349 36,770 36,435 35,893 35,863 35,800 35,719 35,589 35,544 35,099 34,836 34,814 34,709 34,282 33,893 33,870 33,215
p1 ,362 ,387 ,402 ,426 ,428 ,431 ,434 ,440 ,443 ,463 ,476 ,477 ,482 ,503 ,521 ,523 ,554
Condition number of Sample Correlations = 6.950406e+001 Determinant of sample covariance matrix = 1.4316e+006
p2 ,051 ,150 ,228 ,430 ,390 ,367 ,354 ,365 ,335 ,511 ,594 ,551 ,551 ,715 ,832 ,803 ,947
Regression Weights: (Group number 1 - Default model)
Y2.1 Y2.2 X1.2 X1.1 X1.3 Y2.3 X1.4 X1.5 X2.4 X2.3 X2.1 X2.2 X3.3 X3.1 X3.2 X4.3 X4.1 X4.2 Y1.3 X2.5 X2.6 X2.7 X3.4 X3.5 Y1.5 Y1.4 Y1.2 Y1.1 I1.1 I1.2 I1.3 Y2.4 Y2.5 Y2.6 Y2.7
<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<---
Loyalty Loyalty Store Invironment Store Invironment Store Invironment Loyalty Store Invironment Store Invironment Sales People Sales People Sales People Sales People Sales Promotion Sales Promotion Sales Promotion Assortment Assortment Assortment Customer Satisfaction Sales People Sales People Sales People Sales Promotion Sales Promotion Customer Satisfaction Customer Satisfaction Customer Satisfaction Customer Satisfaction Trust Trust Trust Loyalty Loyalty Loyalty Loyalty
Estimate 1,000 ,995 1,249 1,000 1,140 1,010 1,028 1,044 ,870 1,127 1,000 ,746 ,514 1,000 ,586 ,926 1,000 1,162 2,471 ,923 ,855 1,103 1,014 ,567 2,557 1,737 1,534 1,000 1,000 1,083 ,845 ,950 1,099 ,957 1,186
S.E.
C.R.
P
Label
,110 ,170
9,070 7,347
*** ***
par_1 par_2
,168 ,102 ,153 ,163 ,091 ,100
6,779 9,895 6,739 6,405 9,565 11,252
*** *** *** *** *** ***
par_3 par_4 par_5 par_6 par_7 par_8
,086 ,062
8,700 8,336
*** ***
par_9 par_10
,060 ,117
9,731 7,891
*** ***
par_11 par_12
,137 ,413 ,084 ,089 ,101 ,036 ,061 ,427 ,321 ,295
8,474 5,982 11,052 9,644 10,957 27,930 9,233 5,984 5,415 5,192
*** *** *** *** *** *** *** *** *** ***
par_13 par_14 par_15 par_16 par_17 par_18 par_19 par_20 par_21 par_22
,109 ,084 ,108 ,102 ,103 ,107
9,934 10,052 8,809 10,813 9,266 11,074
*** *** *** *** *** ***
par_23 par_24 par_25 par_26 par_27 par_28
Standardized Regression Weights: (Group number 1 - Default model)
Y2.1 Y2.2 X1.2 X1.1 X1.3 Y2.3 X1.4 X1.5 X2.4 X2.3 X2.1 X2.2 X3.3 X3.1 X3.2 X4.3 X4.1 X4.2 Y1.3 X2.5 X2.6 X2.7 X3.4 X3.5 Y1.5 Y1.4 Y1.2 Y1.1 I1.1 I1.2 I1.3 Y2.4 Y2.5 Y2.6 Y2.7
<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<---
Loyalty Loyalty Store Invironment Store Invironment Store Invironment Loyalty Store Invironment Store Invironment Sales People Sales People Sales People Sales People Sales Promotion Sales Promotion Sales Promotion Assortment Assortment Assortment Customer Satisfaction Sales People Sales People Sales People Sales Promotion Sales Promotion Customer Satisfaction Customer Satisfaction Customer Satisfaction Customer Satisfaction Trust Trust Trust Loyalty Loyalty Loyalty Loyalty
Estimate ,730 ,650 ,734 ,540 ,682 ,700 ,670 ,612 ,673 ,812 ,780 ,605 ,533 ,938 ,600 ,645 ,691 ,709 ,951 ,717 ,667 ,801 ,962 ,578 ,972 ,655 ,588 ,600 ,780 ,694 ,693 ,631 ,792 ,666 ,821
Correlations: (Group number 1 - Default model)
Store Invironment Store Invironment Store Invironment Loyalty Store Invironment Store Invironment Sales People Sales People Loyalty Sales People Sales People Sales Promotion Loyalty Sales Promotion Sales Promotion Loyalty Assortment Assortment Loyalty Loyalty Customer Satisfaction
<--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <--> <-->
Sales People Sales Promotion Assortment Store Invironment Trust Customer Satisfaction Sales Promotion Assortment Sales People Trust Customer Satisfaction Assortment Sales Promotion Trust Customer Satisfaction Assortment Trust Customer Satisfaction Trust Customer Satisfaction Trust
Estimate ,885 ,561 ,821 ,838 ,865 ,611 ,581 ,838 ,838 ,763 ,557 ,551 ,487 ,564 ,372 ,740 ,766 ,630 ,961 ,844 ,705
LAMPIRAN 5 HASIL ANALISIS MODEL PERSAMAAN STRUKTURAL
HASIL ANALISIS MODEL PERSAMAAN STRUKTURAL
e1
X1.1
e2
X1.2
e3
X1.3
,49 ,72
,77 ,67
e4
X1.4
e5
X1.5
e6
X2.1
e7
X2.2
Store Invironment
,58
,37
,95 ,57
e8
,49 e9
X2.4
e10
X2.5
e11
X2.6
e12
X2.7
e13
X3.1
e14
X3.2
e12a
X3.3
Sales People
,91
e15
X4.1
e16
e17
Sales Promotion
,56
,69 ,70
X4.2
X4.3
I1.2
I1.3
,72
,63 ,64
,79
e26
Y2.2
e27
Y2.3
e28
Y2.4
e29
Y2.5
e30
Y2.6
e31
Y2.7
e32
,61 ,69 ,59
0,84
Trust
Y2.1
Loyalty
,77 ,63
,56 ,94
,79 Y1.1
Y1.2
Y1.3
e18
e19
e20
etrs
ely
,59
,51
X3.5
e25
,48
,97
e14a
e24
ecs
Customer Satisfaction
,93
X3.4
,70
,96 ,62
,47
,57 ,58
I1.1
Y1.5
Y1.4
,40
e13a
e23
e22
e21
,62
X2.3
,66
Assortment
,41
UJI MODEL : Chi_Square = 196,875 DF = 554 Probability = ,070 CMIN/DF = 1,395 RMSEA = ,069 GFI = ,904 AGFI = ,937 TLI = ,957 CFI = ,986
Regression Weights: (Group number 1 - Default model)
Customer Satisfaction Customer Satisfaction Customer Satisfaction Customer Satisfaction Trust Loyalty Y2.1 Y2.2 X1.2 X1.1 X1.3 Y2.3 X1.4 X1.5 X2.4 X2.3 X2.1 X2.2 X3.3 X3.1 X3.2 X4.3 X4.1 X4.2 Y1.3 X2.5 X2.6 X2.7 X3.4 X3.5 Y1.5 Y1.4 Y1.2 Y1.1
Estimate
S.E.
C.R.
P
<--- Store Invironment
,238
,084
2,850
,004
par_29
<--- Sales People
,085
,037
2,297
,007
par_30
<--- Sales Promotion
,072
,027
2,667
,005
par_31
<--- Assortment
,222
,070
3,170
,002
par_32
1,411
,254
5,557
***
par_33
1,044 1,000 ,952 1,357 1,000 1,413 1,011 1,129 1,092 ,519 ,700 1,000 ,576 ,499 1,000 ,576 ,939 1,000 1,139
,100
10,465
***
par_34
,106 ,215
8,943 6,298
*** ***
par_1 par_2
,245 ,099 ,204 ,203 ,071 ,072
5,768 10,198 5,545 5,389 7,364 9,768
*** *** *** *** *** ***
par_3 par_4 par_5 par_6 par_7 par_8
,067 ,062
8,633 8,049
*** ***
par_9 par_10
,060 ,139
9,571 6,753
*** ***
par_11 par_12
,176
6,467
***
par_13
2,359
,377
6,248
***
par_14
,959 ,596 ,653 1,032 ,550
,040 ,068 ,074 ,037 ,062
23,799 8,780 8,866 27,749 8,894
*** *** *** *** ***
par_15 par_16 par_17 par_18 par_19
2,426
,388
6,254
***
par_20
1,687
,298
5,665
***
par_21
1,502
,277
5,431
***
par_22
Customer Satisfaction <--- Trust <--- Loyalty <--- Loyalty <--- Store Invironment <--- Store Invironment <--- Store Invironment <--- Loyalty <--- Store Invironment <--- Store Invironment <--- Sales People <--- Sales People <--- Sales People <--- Sales People <--- Sales Promotion <--- Sales Promotion <--- Sales Promotion <--- Assortment <--- Assortment <--- Assortment Customer <--Satisfaction <--- Sales People <--- Sales People <--- Sales People <--- Sales Promotion <--- Sales Promotion Customer <--Satisfaction Customer <--Satisfaction Customer <--Satisfaction <--- Customer <---
1,000
Label
I1.1 I1.2 I1.3 Y2.4 Y2.5 Y2.6 Y2.7
<--<--<--<--<--<--<---
Satisfaction Trust Trust Trust Loyalty Loyalty Loyalty Loyalty
Estimate
S.E.
C.R.
P
1,000 1,104 ,871 ,916 1,073 ,923 1,151
,120 ,094 ,105 ,097 ,100 ,103
9,200 9,272 8,731 11,018 9,181 11,165
*** *** *** *** *** ***
Standardized Regression Weights: (Group number 1 - Default model)
Customer Satisfaction Customer Satisfaction Customer Satisfaction Customer Satisfaction Trust Loyalty Y2.1 Y2.2 X1.2 X1.1 X1.3 Y2.3 X1.4 X1.5 X2.4 X2.3 X2.1 X2.2 X3.3 X3.1 X3.2 X4.3 X4.1 X4.2 Y1.3 X2.5 X2.6 X2.7 X3.4 X3.5 Y1.5 Y1.4
<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<--<---
Store Invironment Sales People Sales Promotion Assortment Customer Satisfaction Trust Loyalty Loyalty Store Invironment Store Invironment Store Invironment Loyalty Store Invironment Store Invironment Sales People Sales People Sales People Sales People Sales Promotion Sales Promotion Sales Promotion Assortment Assortment Assortment Customer Satisfaction Sales People Sales People Sales People Sales Promotion Sales Promotion Customer Satisfaction Customer Satisfaction
Estimate ,374 ,466 ,482 ,405 ,791 ,839 ,721 ,606 ,722 ,490 ,766 ,690 ,667 ,580 ,491 ,616 ,953 ,571 ,515 ,933 ,587 ,656 ,693 ,698 ,937 ,910 ,568 ,579 ,975 ,558 ,955 ,623
Label
par_23 par_24 par_25 par_26 par_27 par_28
Y1.2 Y1.1 I1.1 I1.2 I1.3 Y2.4 Y2.5 Y2.6 Y2.7
<--<--<--<--<--<--<--<--<---
Customer Satisfaction Customer Satisfaction Trust Trust Trust Loyalty Loyalty Loyalty Loyalty
Estimate ,558 ,401 ,698 ,628 ,635 ,592 ,767 ,627 ,793
LAMPIRAN 6 PROFIL THE BODY SHOP
ProfilBody Shop TokopertamadariThe Body Shop® dibukapadatanggal 26 Maret1976 di Brighton, di daerah Selatan pantaiInggris. Padatahun 1978 sebuahkioskecil di Brussels menjaditokofranchise pertama
yang
dibuka
di
luarnegri,
tokobarudibukasetiapbulannya.Padatahun1985, The
Body
Shopmensponsori
di
dan
di
tahun
1982
2
tahunpertamanyasebagaiperusahaanpublik,
poster
untukGreenpeace.Setahunkemudian,
menciptakansebuahDepartemen yang menanganiProjekLingkunganHidup, saatkampanyebesar The Body Shop adalah "Save the Whale" bersama Greenpeace, padatahun 1986. ProdukCommunity Trade The Body Shop® yang pertama, sebuahFootsie Roller, diproduksitahun 1986 olehseorangpemasok di selatanIndia. PerdaganganFootsie Rollers iniberkembangmenjadiperdagangandenganTeddy
Exports
di
India,
salahsatupemasokutamaCommunityTrade kami. Di tahun 1990, setelahsatutahunpeluncurannya di AmerikaSerikat, terdapat 2,500 aplikasiuntukmembuka franchise, denganpermintaanprodukThe Body Shop® yang terusmenerus, melihatperkembangannya di 39 negarahanyadalamwaktu 14 tahunsetelahtokopertamadibuka. The Body Shop At Home™, bagianpenjualanlangsung, diluncurkan di Inggrispadatahun 1994, di Kanadapadatahun 1995, di Australia padatahun 1997, dan di AmerikaSerikatpadatahun 2001. Sampaisaatinisudahberjalan di 48 negarabagian di AmerikaSerikatdanterusberkembang. Di tahun 1997, The Body Shop® menjadiperusahaankosmetikinternasionalpertama yang menandatanganithe
Humane
CosmeticsStandard,
yang
didukungolehkelompokperlindunganbinatanginternasional. Di tahun 1997, The Body Shop® merayakanulangtahunnya yang ke 21dengan meluncurkandesaintokoterbaru, yang memenangkanpenghargaanbergengsiRetail Week Store Design of the Year. Padatahun 1999, The Body Shop® menciptakan4 unit bisnis di Inggris, Eropa, Amerikadan Asia mengubahsistemoperasidanstrukturmanajemenkewilayahmasing - masing. 2001 menjaditahunpertamapeluncuranThe Body Shop®customer reward program di AmerikaSerikat. Hal inimenjadisangatpopuler, saatinimenjadikunciutamapemasaran global, dikenalsebagaiprogram Love Your Body™ (di Indonesia dikenalsebagaiThe Body ShopPeople Membership
Program)
denganmemberikanpenghargaankepadapelangganpotongan
10%
darisemuapembelian, hadiahgratis dansebuahhadiahulangtahun, sertakeuntungan – keuntungan lain yang hanyabisadidapatkanolehanggota. Selamatahun 2003 The Body Shop® membukatokonya di Estonia danTurki. The Body Shop® membukacabangnya di Yordaniadan Russia padatahun 2005, jumlahtokodi seluruhduniamenjadi 2,045. PadaJanuari
2008
menjabatsebagaiChief
Sophie
Executive
GaspermentbergabungbersamaTheBody sejakJuni
2008.
PadabulanAgustus
Shop®, 2008
diluncurkantampilanbrand barudariThe Body Shop®.
Body Shop Indonesia Indonesia memilikilebihdari 52 toko di seluruh Indonesia and beroperasisebagai The Body Shop Franchisee, PT. Monica HijauLestari, di bawahlisensi The Body Shop International plc. PT Monica Hijau-Lestari Sentosa Building, Bintaro Jaya Central Business District Jl Prof. DrSatrio, Blok A3 No: 5, Tangerang 15224 Tel: 62 21 74864567 Fax: 62 21 74864580 Email:
[email protected]
Lokasitoko Body Shop di Surabaya Surabaya Town Square Surabaya Town Square Plaza Level Unit P 75 Jl. Adityawarman No 55 Surabaya 60242 Tel: 031-5633378 Email:
[email protected] Pakuwon Supermall-Surabaya Pakuwon Supermall LG Floor Kav.122A, Jl. Puncak Bukit Lontar II, Surabaya Tel: 031-7390127
Email:
[email protected]
Tunjungan Plaza 4 Tunjungan Plaza IV 2nd floor Room 2122, Jl. Basukirahmat Surabaya Tel: 031-5342481 Email:
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Galaxy Mall Galaxy Mall Extension Lt 1 No 168-169 JlDharmahusada Indah Timur 3537 Surabaya Tel: 031-5915032 Email:
[email protected] Ciputra World Ciputra World, 1st Fl Unit 51 Jl. Mayjen. Sungkono No. 89, Surabaya Tel: 031- 51200261