KUALITAS PELAYANAN KEPERCAYAAN KEPUASAN LOYALITAS PELANGGAN RES KP1.1 KP1.2 KP1.3 KP1.4 KP2.1 KP2.2 KP2.3 KP2.4 KP2.5 KP3.1 KP3.2 KP3.3 KP3.4 KP4

106

RES 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

KEPERCAYAAN KEPUASAN KUALITAS PELAYANAN LOYALITAS PELANGGAN KP1.1 KP1.2 KP1.3 KP1.4 KP2.1 KP2.2 KP2.3 KP2.4 KP2.5 KP3.1 KP3.2 KP3.3 KP3.4 KP4.1 KP4.2 KP4.3 KP4.4 KP5.1 KP5.2 KP5.3 KP5.4 KP5.5 KPR1 KPR2 KPR3 KPR4 KPL1 KPL2 KPL3 LP1.1 LP1.2 LP1.3 LP2.1 LP2.2 LP2.3 LP3.1 LP3.2 LP3.3 3 2 4 2 3 3 3 4 3 2 3 3 3 3 3 2 4 2 2 4 2 2 2 5 3 3 3 3 4 4 4 3 3 4 3 4 3 4 5 4 4 4 5 4 4 4 3 3 3 4 2 4 4 4 4 3 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 3 3 4 4 3 3 2 2 3 4 4 3 4 2 3 3 2 3 4 4 3 3 3 3 3 2 4 4 4 4 4 4 4 4 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 5 5 5 4 4 4 4 5 5 5 5 5 5 5 5 5 5 4 5 4 5 4 4 5 4 5 5 5 4 4 4 4 4 4 4 4 4 5 5 5 5 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 2 2 4 3 4 3 4 4 4 4 5 4 4 4 4 2 4 4 4 4 4 3 4 5 4 3 3 4 4 4 4 4 4 2 4 4 4 4 3 4 3 3 4 4 4 4 3 4 4 4 4 4 4 3 3 3 4 4 4 3 4 4 3 4 5 3 4 3 2 2 1 2 3 4 5 4 3 2 3 2 3 2 4 2 3 3 4 3 4 3 4 3 4 3 4 4 4 5 3 4 4 4 4 4 4 5 2 3 2 2 4 5 5 3 2 3 2 3 4 3 3 4 3 4 3 3 2 2 4 3 4 2 2 3 2 4 4 4 3 3 4 3 3 3 4 2 4 3 4 4 4 3 3 4 4 3 4 3 5 4 2 3 3 3 3 3 4 3 3 3 4 4 4 4 4 4 3 4 4 4 4 4 3 2 2 3 4 4 3 4 3 2 2 2 2 4 4 4 4 4 4 4 4 4 4 4 2 2 4 4 4 2 3 2 3 3 4 2 3 4 2 3 4 4 3 4 3 3 2 4 2 3 3 4 4 4 2 4 5 5 1 2 3 4 5 2 4 5 2 4 4 3 3 4 4 4 4 4 4 3 4 2 3 3 3 4 3 4 3 2 3 3 4 3 4 3 4 2 3 4 3 3 3 4 3 2 4 3 4 3 4 5 3 4 2 4 4 3 2 4 3 5 2 4 4 2 2 2 3 4 5 4 3 4 3 3 4 3 4 3 4 3 4 3 2 4 4 4 4 4 4 4 4 4 2 1 1 1 5 5 2 1 3 2 2 4 2 4 2 3 4 2 4 5 2 3 4 5 5 5 5 5 5 3 4 4 4 3 4 4 4 4 3 3 3 3 3 3 2 2 4 3 4 3 4 3 4 2 4 4 4 4 4 4 3 4 3 4 3 3 2 3 3 3 4 4 4 4 4 4 2 4 4 4 2 3 3 2 3 3 3 3 1 5 5 4 4 4 4 3 3 4 4 3 3 4 3 4 4 4 4 4 4 4 3 4 4 4 3 1 2 1 4 4 4 3 2 4 2 4 4 4 4 4 4 3 4 4 4 3 4 2 2 2 4 4 4 3 4 3 4 4 5 5 3 3 2 3 2 3 3 2 4 3 2 3 2 2 2 5 4 4 4 3 4 3 2 4 2 3 4 3 4 2 3 4 4 4 3 3 4 4 5 4 2 2 2 1 4 3 4 4 3 2 1 3 2 4 5 4 3 3 3 4 3 3 3 3 4 2 2 3 3 4 4 4 4 3 4 4 2 4 2 4 2 2 3 3 3 4 4 3 2 3 2 4 3 2 3 4 3 4 2 3 3 4 2 3 4 2 2 4 3 4 4 4 5 4 1 3 2 3 2 2 5 4 4 4 2 5 4 3 2 5 5 2 3 4 3 2 3 4 2 3 2 3 3 4 5 4 3 4 4 5 4 4 4 3 3 2 3 3 4 4 3 4 3 3 3 3 2 4 4 4 3 3 3 3 3 4 4 4 3 3 3 3 3 4 3 4 4 5 4 3 4 3 3 2 3 3 4 4 3 3 3 3 2 2 3 3 4 4 4 4 4 3 3 4 4 3 3 3 4 4 4 4 4 3 3 4 3 4 1 4 5 2 1 5 4 2 3 4 4 3 2 4 2 5 4 3 4 2 4 4 5 2 4 5 2 4 2 3 5 4 4 4 4 4 4 4 4 4 3 3 3 2 3 4 4 4 2 3 3 3 3 4 4 4 3 4 4 4 3 4 4 4 4 3 4 4 3 4 5 4 4 4 4 4 4 5 1 3 2 1 4 5 4 3 3 3 3 2 1 3 4 4 5 3 4 4 4 4 4 5 5 5 5 5 5 5 5 5 4 4 4 4 3 4 1 2 2 3 4 3 4 4 2 2 2 3 4 2 4 4 3 3 3 4 3 3 3 4 3 4 3 4 5 3 3 4 4 4 4 4 4 3 2 3 4 4 4 4 4 4 4 4 4 4 3 2 3 3 2 2 2 1 3 3 3 2 3 4 3 3 3 4 3 5 4 3 3 5 3 4 3 4 4 4 3 2 2 3 3 4 4 3 3 4 4 4 3 3 4 3 4 4 3 4 3 4 3 3 4

Universitas Esa Unggul Program S‐1 Fakultas Ekonomi Program Studi Ilmu Manajemen

Kampus UEU Kebon Jeruk Telp/Fax. (021) 568 2510

KUESIONER PENELITIAN Responden Yth.

Perkenalkan nama saya Yenny Jayakarta, seorang mahasiswa tingkat akhir di Universitas Esa Unggul, Jakarta Barat. Fakultas Ekonomi Program Studi Ilmu Manajemen Pemasaran. Saya sedang melakukan penelitian mengenai “ANTESEDEN LOYALITAS DENGAN MEDIASI KEPUASAN NASABAH: SEBUAH STUDI PADA BANK MANDIRI CABANG PURI INDAH, JAKARTA BARAT“ dalam rangka menyusun tugas akhir. Maka dari itu saya meminta kesediaan saudara/i untuk pengisian kuesioner ini. Semua jawaban benar, tidak ada jawaban yang salah. Terima kasih atas bantuan dan kerjasamanya.

Atas kesediaan dan partisipasi saudara/i, saya ucapkan terima kasih.

Hormat Saya, Yenny Jayakarta

Bagian I : IDENTITAS RESPONDEN Petunjuk Pengisian Berilah tanda silang (X) pada setiap pilihan jawaban yang tersedia di bawah ini ! Nama Usia No. Hp

: : :

1. Jenis kelamin : □ Laki-laki □ Perempuan 2. Pendidikan terakhir responden : □ SD □ SMP □ SMA □ Diploma □ Sarjana (S1) □ Master (S2) □ Doktor (S3) □ Lainnya.........(sebutkan) 3. Pekerjaan responden : □ Pelajar / mahasiswa □ Wiraswasta □ Pegawai Swasta □ Guru / Dosen □ PNS □ Ibu Rumah Tangga □ Lainnya...........................................(sebutkan) 4. Berapa pengeluaran rutin Anda setiap bulannya ? Pengeluaran rutin termasuk : - Kebutuhan sehari-hari ( makanan, minuman, ongkos transportasi umum atau bensin ) - Tagihan bulanan ( listrik, air, tagihan telepon, sewa kontrakan ) - Pendidikan ( uang sekolah ) - Servis kendaraan ( motor atau mobil ) - Voucher isi ulang Tidak termasuk : - Pembelian / cicilan big ticket item ( rumah, mobil, arisan ), baju. - Entertainment ( nonton bioskop, liburan ) - Biaya tak terduga ( berobat ke dokter, kondangan )

□ Kurang Dari Rp. 700.000 □ Rp. 700.000 – Rp. 1.000.000 □ Rp. 1.000.000 – Rp. 1.500.000 □ Rp. 1.500.000 – Rp. 2.000.000 □ Rp. 2.000.000 – Rp. 3.000.000 □ Lebih Dari Rp. 3.000.000 5. Dari mana responden mengetahui keberadaan Bank Mandiri cabang Puri Indah, Jakarta Barat: □ Teman □ Promosi □ Internet □ Saudara □ Kebetulan lewat □ Lainnya.........................................(sebutkan) 6. Berapakali dalam satu bulan anda bertransaksi di Bank Mandiri cabang Puri Indah, Jakarta Barat: □ 1 kali □ 2 kali □ 3 kali □ > 3 kali

Bagian II : TANGGAPAN RESPONDEN Petunjuk Pengisian : Para responden yang saya hormati, mohon memberi jawaban dengan beri tanda silang (X) pada pilihan jawaban yang tersedia dibawah ini sesusai dengan kecenderungan jawaban anda. Keterangan Pilihan Jawaban 1. STS : Sangat Tidak Setuju 4. S : Setuju 2. TS : Tidak Setuju 5. SS : Sangat Setuju 3. R : Antara Setuju atau Tidak Setuju

No.

PERNYATAAN

1.

Bank Mandiri mempunyai mesin ATM yang canggih. Interior ruang tunggu Bank Mandiri menarik. Karyawan Bank Mandiri berpenampilan rapi. Tampilan ruang tunggu Bank Mandiri sesuai dengan standar bank. ketika Bank Mandiri menjanjikan untuk menyelesaikan masalah, masalah tersebut dapat diselesaikan tepat waktu. Ketika nasabah mempunyai masalah Bank Mandiri memberikan solusi yang menentramkan hati. Bank Mandiri dapat dipercaya

2. 3. 4. 5.

6.

7. 8. 9. 10.

11. 12.

1

Bank Mandiri melayani sesuai waktu yang dijanjikan. Bank Mandiri memiliki data nasabah yang akurat. Bank Mandiri tidak dapat memberikan informasi yang jelas berapa lama lagi saya harus menunggu dilayani oleh customer service. Saya tidak menerima layanan cepat dari karyawan Bank Mandiri. Karyawan Bank Mandiri tidak bersedia membantu apabila nasabah mengalami kebingungan.

JAWABAN 2 3 4

5

No.

PERNYATAAN

13.

Karyawan Bank Mandiri terlalu sibuk untuk menanggapi permintaan nasabah dengan cepat. Saya dapat mempercayai karyawan Bank Mandiri. Saya merasa aman saat melakukan transaksi di teller Bank mandiri. Karyawan Bank Mandiri bersikap sopan. Karyawan mendapat dukungan yang cukup dari Bank Mandiri untuk melakukan pekerjaannya. Bank Mandiri tidak memberikan perhatian khusus kepada nasabah. Karyawan Bank Mandiri tidak memberikan perhatian khusus kepada nasabah. Bank Mandiri tidak memahami keinginan nasabah. Sebenarnya Bank Mandiri bukan pilihan utama saya. Bank Mandiri tidak memiliki jam operasioanl yang nyaman bagi nasabah. Bank Mandiri memberikan layanan sesuai yang diiklankan. Karyawan Bank Mandiri tulus melayani saya. Karyawan Bank Mandiri dapat diandalkan dalam melaksanakan tugasnya. Karyawan Bank Mandiri bersikap jujur.

14. 15. 16. 17.

18. 19.

20. 21. 22. 23. 24. 25.

26. 27. 28. 29.

30.

1

Saya senang dengan pelayanan Bank Mandiri. Saya puas dengan kinerja karyawan Bank Mandiri. Saya puas dengan keseluruhan pelayanan yang diberikan oleh Bank Mandiri. Saya akan terus bertransaksi di Bank Mandiri.

JAWABAN 2 3 4

5

No.

PERTANYAAN

31.

Saya yakin kualitas Bank Mandiri secara keseluruhan tidak akan menurun. Saya yakin kualitas Bank Mandiri akan meningkat di masa dating. Saya tidak akan pindah ke Bank lain.

32. 33. 34.

35.

36. 37. 38.

1

Saya tidak akan pindah, walaupun ada Bank lain yang lebih dekat dengan tempat tinggal saya. Saya tidak akan pindah walaupun ada Bank lain yang menawarkan bunga yang lebih tinggi. Saya akan merekomendasikan Bank Mandiri kepada teman-teman saya. Saya akan bercerita hal-hal baik tentang Bank Mandiri. Saya senang apabila teman-teman saya bertransaksi juga di Bank Mandiri.

JAWABAN 2 3 4

5

Universitas Esa Unggul Program S‐1 Fakultas Ekonomi Program Studi Ilmu Manajemen

Kampus UEU Kebon Jeruk Telp/Fax. (021) 568 2510

KUESIONER PENELITIAN Responden Yth.

Perkenalkan nama saya Yenny Jayakarta, seorang mahasiswa tingkat akhir di Universitas Esa Unggul, Jakarta Barat. Fakultas Ekonomi Program Studi Ilmu Manajemen Pemasaran. Saya sedang melakukan penelitian mengenai “ANTESEDEN LOYALITAS DENGAN MEDIASI KEPUASAN NASABAH: SEBUAH STUDI PADA BANK MANDIRI CABANG PURI INDAH, JAKARTA BARAT“ dalam rangka menyusun tugas akhir. Maka dari itu saya meminta kesediaan saudara/i untuk pengisian kuesioner ini. Semua jawaban benar, tidak ada jawaban yang salah. Terima kasih atas bantuan dan kerjasamanya.

Atas kesediaan dan partisipasi saudara/i, saya ucapkan terima kasih.

Hormat Saya, Yenny Jayakarta

Bagian I : IDENTITAS RESPONDEN Petunjuk Pengisian Berilah tanda silang (X) pada setiap pilihan jawaban yang tersedia di bawah ini ! Nama Usia No. Hp

: : : 1. Jenis kelamin : □ Laki-laki □ Perempuan 2. Pendidikan terakhir responden : □ SD □ SMP □ SMA □ Diploma □ Sarjana (S1) □ Master (S2) □ Doktor (S3) □ Lainnya.........(sebutkan) 3. Pekerjaan responden : □ Pelajar / mahasiswa □ Wiraswasta □ Pegawai Swasta □ Guru / Dosen □ PNS □ Ibu Rumah Tangga □ Lainnya...........................................(sebutkan) 4. Berapa pengeluaran rutin Anda setiap bulannya ? Pengeluaran rutin termasuk : - Kebutuhan sehari-hari ( makanan, minuman, ongkos transportasi umum atau bensin ) - Tagihan bulanan ( listrik, air, tagihan telepon, sewa kontrakan ) - Pendidikan ( uang sekolah ) - Servis kendaraan ( motor atau mobil ) - Voucher isi ulang Tidak termasuk : - Pembelian / cicilan big ticket item ( rumah, mobil, arisan ), baju. - Entertainment ( nonton bioskop, liburan ) - Biaya tak terduga ( berobat ke dokter, kondangan )

□ Kurang Dari Rp. 700.000 □ Rp. 700.000 – Rp. 1.000.000 □ Rp. 1.000.000 – Rp. 1.500.000 □ Rp. 1.500.000 – Rp. 2.000.000 □ Rp. 2.000.000 – Rp. 3.000.000 □ Lebih Dari Rp. 3.000.000 5. Dari mana responden mengetahui keberadaan Bank Mandiri cabang Puri Indah, Jakarta Barat: □ Teman □ Promosi □ Internet □ Saudara □ Kebetulan lewat □ Lainnya.........................................(sebutkan) 6. Berapakali dalam satu bulan anda bertransaksi di Bank Mandiri cabang Puri Indah, Jakarta Barat: □ 1 kali □ 2 kali □ 3 kali □ > 3 kali

Bagian II : TANGGAPAN RESPONDEN Petunjuk Pengisian : Para responden yang saya hormati, mohon memberi jawaban dengan beri tanda silang (X) pada pilihan jawaban yang tersedia dibawah ini sesusai dengan kecenderungan jawaban anda. Keterangan Pilihan Jawaban 1. STS : Sangat Tidak Setuju 4. S : Setuju 2. TS : Tidak Setuju 5. SS : Sangat Setuju 3. R : Antara Setuju/Tidak Setuju

No.

PERNYATAAN

1.

Bank Mandiri mempunyai mesin ATM yang canggih. Interior ruang tunggu Bank Mandiri menarik. Karyawan Bank Mandiri berpenampilan rapi. Tampilan ruang tunggu Bank Mandiri sesuai dengan standar bank. Ketika Bank Mandiri menjanjikan untuk menyelesaikan masalah, masalah tersebut dapat diselesaikan tepat waktu. Bank Mandiri dapat dipercaya.

2. 3. 4. 5.

6. 7. 8. 9.

10. 11.

12.

1

Bank Mandiri melayani sesuai waktu yang dijanjikan. Bank Mandiri memiliki data nasabah yang akurat. Bank Mandiri tidak dapat memberikan informasi yang jelas berapa lama lagi saya harus menunggu dilayani oleh Customer service. Saya tidak menerima layanan cepat dari karyawan Bank Mandiri. Karyawan Bank Mandiri tidak bersedia membantu apabila nasabah mengalami kebingungan. Karyawan Bank Mandiri terlalu sibuk untuk menanggapi permintaan nasabah dengan cepat.

JAWABAN 2 3 4

5

No.

PERNYATAAN

13.

Saya dapat mempercayai karyawan Bank Mandiri. Karyawan Bank Mandiri bersikap sopan. Karyawan mendapat dukungan yang cukup dari Bank Mandiri untuk melakukan pekerjaannya. Bank Mandiri tidak memberikan perhatian khusus kepada nasabah. Karyawan Bank Mandiri tidak memberikan perhatian khusus kepada nasabah. Bank Mandiri tidak memahami keinginan nasabah. Sebenarnya Bank Mandiri bukan pilihan utama saya. Bank Mandiri tidak memiliki jam operasioanl yang nyaman bagi nasabah. Bank Mandiri memberikan layanan sesuai yang diiklankan. Karyawan Bank Mandiri tulus melayani saya. Karyawan Bank Mandiri dapat diandalkan dalam melaksanakan tugasnya. Karyawan Bank Mandiri bersikap jujur.

14. 15.

16. 17.

18. 19. 20. 21. 22. 23.

24. 25. 26. 27.

28. 29. 30. 31.

1

Saya senang dengan pelayanan Bank Mandiri. Saya puas dengan kinerja karyawan Bank Mandiri. Saya puas dengan keseluruhan pelayanan yang diberikan oleh Bank Mandiri. Saya akan terus bertransaksi di Bank Mandiri. Saya yakin kualitas Bank Mandiri secara keseluruhan tidak akan menurun. Saya yakin kualitas Bank Mandiri akan meningkat di masa datang. Saya tidak akan pindah ke Bank lain.

JAWABAN 2 3 4

5

No.

PERNYATAAN

32.

Saya tidak akan pindah, walaupun ada Bank lain yang lebih dekat dengan tempat tinggal saya. Saya tidak akan pindah walaupun ada Bank lain yang menawarkan bunga yang lebih tinggi. Saya akan merekomendasikan Bank Mandiri kepada teman-teman saya. Saya akan bercerita hal-hal baik tentang Bank Mandiri. Saya senang apabila teman-teman saya bertransaksi juga di Bank Mandiri.

33.

34. 35. 36.

1

JAWABAN 2 3 4

5

141

LAMPIRAN 43: HASIL UJI ANOVA (ONE WAY) JENIS KELAMIN Test of Homogeneity of Variances Kualipel1 Kualipel2 Kualipel3 Kualipel4 Kualipel5 Keperca kepuaspel Loyal1 Loyal2 Loyal3

Levene Statistic 2,319 ,312 ,000 ,818 ,215 3,312 1,148 1,030 ,947 ,879

df1

df2 1 1 1 1 1 1 1 1 1 1

Sig. ,130 ,577 ,992 ,367 ,643 ,070 ,285 ,312 ,332 ,350

178 178 178 178 178 178 178 178 178 178 ANOVA

Kualipel1

Between Groups Within Groups Total

Kualipel2


Kualipel3


Kualipel4


Kualipel5


Keperca


kepuaspel


Loyal1


Loyal2


Loyal3


Sum of Squares 1,992

df 1

Mean Square 1,992

F 2,003

Sig. ,159

177,008

178

,994

179,000 ,871 178,129

179 1 178

,871 1,001

,870

,352

179,000 ,528 178,472

179 1 178

,528 1,003

,527

,469

179,000 1,562 177,438

179 1 178

1,562 ,997

1,567

,212

179,000 ,015 178,985

179 1 178

,015 1,006

,015

,903

179,000 2,462 176,538

179 1 178

2,462 ,992

2,483

,117

179,000 ,795 178,205

179 1 178

,795 1,001

,794

,374

179,000 ,018 178,982

179 1 178

,018 1,006

,018

,893

179,000 ,033 178,967

179 1 178

,033 1,005

,033

,856

179,000 ,150

179 1

,150

,149

,700

178,850

178

1,005

179,000

179

142

LAMPIRAN 44: HASIL UJI ANOVA (ONE WAY) USIA Test of Homogeneity of Variances Kualipel1 Kualipel2 Kualipel3 Kualipel4 Kualipel5 Keperca kepuaspel Loyal1 Loyal2 Loyal3

Levene Statistic ,237 ,440 1,115 ,148 ,550 3,149 1,078 ,128 ,626 ,309

df1

df2 3 3 3 3 3 3 3 3 3 3

Sig. ,870 ,724 ,344 ,931 ,649 ,026 ,360 ,944 ,599 ,819

176 176 176 176 176 176 176 176 176 176 ANOVA

Kualipel1


Kualipel2


Kualipel3


Kualipel4


Kualipel5


Keperca


kepuaspel


Loyal1


Loyal2


Loyal3



df 3

Mean Square 4,636

F 4,942

Sig. ,003

165,093

176

,938

179,000 5,194 173,806

179 3 176

1,731 ,988

1,753

,158

179,000 1,622 177,378

179 3 176

,541 1,008

,537

,658

179,000 4,092 174,908

179 3 176

1,364 ,994

1,373

,253

179,000 3,239 175,761

179 3 176

1,080 ,999

1,081

,359

179,000 2,618 176,382

179 3 176

,873 1,002

,871

,457

179,000 3,544 175,456

179 3 176

1,181 ,997

1,185

,317

179,000 4,541 174,459

179 3 176

1,514 ,991

1,527

,209

179,000 2,914 176,086

179 3 176

,971 1,000

,971

,408

179,000 1,721

179 3

,574

,569

,636

177,279

176

1,007

179,000

179

143

LAMPIRAN 45: HASIL UJI ANOVA (ONE WAY) PENDIDIKAN Test of Homogeneity of Variances Levene Statistic

df1

df2

Sig.

Kualipel1

,094

2

177

,911

Kualipel2

2,477

2

177

,087

Kualipel3

1,510

2

177

,224

Kualipel4

,194

2

177

,823

Kualipel5

,070

2

177

,933

Keperca

2,256

2

177

,108

,319

2

177

,727

Loyal1

2,345

2

177

,099

Loyal2

2,641

2

177

,074

Loyal3

,161

2

177

,851

kepuaspel

ANOVA Kualipel1

2

Mean Square ,685

177,631

177

1,004

179,000 1,959 177,041

179 2 177

Between Groups Within Groups

179,000 ,242 178,758

179 2 177

Total

179,000

179


Kualipel2


Kualipel3


df

F ,682

Sig. ,507

,980 1,000

,979

,378

,121 1,010

,120

,887

144 Kualipel4


Kualipel5


Keperca


kepuaspel


Loyal1


Loyal2


Loyal3


Sum of Squares 8,787 170,213

df 2 177

Mean Square 4,393 ,962

F 4,569

Sig. ,012

179,000 ,395 178,605

179 2 177

,198 1,009

,196

,822

179,000 5,573 173,427

179 2 177

2,787 ,980

2,844

,061

179,000 ,890 178,110

179 2 177

,445 1,006

,442

,643

179,000 ,600 178,400

179 2 177

,300 1,008

,297

,743

179,000 ,027 178,973

179 2 177

,014 1,011

,013

,987

179,000 ,301

179 2

,150

,149

,862

178,699

177

1,010

179,000

179

145

LAMPIRAN 46: HASIL UJI ANOVA (ONE WAY) PEKERJAAN Test of Homogeneity of Variances Kualipel1 Kualipel2 Kualipel3 Kualipel4 Kualipel5 Keperca kepuaspel Loyal1 Loyal2 Loyal3

Levene Statistic ,846 ,515 1,689 ,773 ,844 1,546 ,338 ,213 ,384 1,038

df1

df2 3 3 3 3 3 3 3 3 3 3

Sig. ,470 ,672 ,171 ,511 ,471 ,204 ,798 ,887 ,764 ,377

176 176 176 176 176 176 176 176 176 176 ANOVA

Kualipel1


Kualipel2


Kualipel3


Kualipel4


Kualipel5


Keperca


kepuaspel


Loyal1


Loyal2


Loyal3



df 3

Mean Square 3,360

F 3,501

Sig. ,017

168,919

176

,960

179,000 6,152 172,848

179 3 176

2,051 ,982

2,088

,104

179,000 3,857 175,143

179 3 176

1,286 ,995

1,292

,279

179,000 7,925 171,075

179 3 176

2,642 ,972

2,718

,046

179,000 3,442 175,558

179 3 176

1,147 ,997

1,150

,330

179,000 1,434 177,566

179 3 176

,478 1,009

,474

,701

179,000 1,774 177,226

179 3 176

,591 1,007

,587

,624

179,000 2,150 176,850

179 3 176

,717 1,005

,713

,545

179,000 1,990 177,010

179 3 176

,663 1,006

,660

,578

179,000 ,989

179 3

,330

,326

,807

178,011

176

1,011

179,000

179

146

147

LAMPIRAN 47: HASIL UJI ANOVA (ONE WAY) PENGELUARAN Test of Homogeneity of Variances Kualipel1 Kualipel2 Kualipel3 Kualipel4 Kualipel5 Keperca kepuaspel Loyal1 Loyal2 Loyal3

Levene Statistic ,100 ,757 2,437 ,456 4,422 2,078 ,360 ,552 7,869 1,452

df1

df2 2 2 2 2 2 2 2 2 2 2

Sig. ,905 ,470 ,090 ,635 ,013 ,128 ,698 ,577 ,001 ,237

177 177 177 177 177 177 177 177 177 177 ANOVA

Kualipel1


Kualipel2


Kualipel3


Kualipel4


Kualipel5


Keperca


kepuaspel


Loyal1


Loyal2


Loyal3



df 2 177

Mean Square ,560 1,005

179,000 3,299 175,701

179 2 177

179,000 2,718 176,282

F ,557

Sig. ,574

1,649 ,993

1,661

,193

179 2 177

1,359 ,996

1,364

,258

179,000 3,937 175,063

179 2 177

1,968 ,989

1,990

,140

179,000 ,455 178,545

179 2 177

,227 1,009

,225

,798

179,000 4,515 174,485

179 2 177

2,258 ,986

2,290

,104

179,000 2,671 176,329

179 2 177

1,335 ,996

1,340

,264

179,000 2,556 176,444

179 2 177

1,278 ,997

1,282

,280

179,000 ,883 178,117

179 2 177

,441 1,006

,438

,646

179,000 1,982

179 2

,991

,991

,373

177,018

177

1,000

179,000

179

148

LAMPIRAN 48: HASIL UJI ANOVA (ONE WAY) INFORMASI Test of Homogeneity of Variances Kualipel1 Kualipel2 Kualipel3 Kualipel4 Kualipel5 Keperca kepuaspel Loyal1 Loyal2 Loyal3

Levene Statistic ,605 1,166 ,904 ,223 ,075 1,279 1,808 3,604 1,306 ,825

df1

df2 4 4 4 4 4 4 4 4 4 4

Sig. ,659 ,328 ,463 ,925 ,990 ,280 ,129 ,008 ,270 ,511

175 175 175 175 175 175 175 175 175 175

ANOVA Kualipel1


Kualipel2


Kualipel3


Kualipel4


Kualipel5


Keperca


kepuaspel


Loyal1


Loyal2


Loyal3


Sum of Squares ,791

df 4

Mean Square ,198

178,209

175

1,018

179,000 1,188 177,812

179 4 175

179,000 2,389 176,611

F ,194

Sig. ,941

,297 1,016

,292

,883

179 4 175

,597 1,009

,592

,669

179,000 3,185 175,815

179 4 175

,796 1,005

,793

,531

179,000 4,001 174,999

179 4 175

1,000 1,000

1,000

,409

179,000 10,562 168,438

179 4 175

2,641 ,963

2,743

,030

179,000 3,258 175,742

179 4 175

,815 1,004

,811

,520

179,000 5,409 173,591

179 4 175

1,352 ,992

1,363

,249

179,000 5,568 173,432

179 4 175

1,392 ,991

1,405

,234

179,000 1,142

179 4

,286

,281

,890

177,858

175

1,016

179,000

179

149

LAMPIRAN 49: HASIL UJI ANOVA (ONE WAY) TRANSAKSI Test of Homogeneity of Variances Kualipel1 Kualipel2 Kualipel3 Kualipel4 Kualipel5 Keperca kepuaspel Loyal1 Loyal2 Loyal3

Levene Statistic ,350 ,188 2,002 1,000 ,622 ,186 ,143 ,127 4,106 ,226

df1

df2 2 2 2 2 2 2 2 2 2 2

Sig. ,705 ,829 ,138 ,370 ,538 ,831 ,867 ,881 ,018 ,798

177 177 177 177 177 177 177 177 177 177 ANOVA

Kualipel1


Kualipel2


Kualipel3


Kualipel4

Between Groups Within Groups

Sum of Squares ,473 178,527

2 177

Mean Square ,237 1,009

179,000 ,279 178,721

179 2 177

179,000 ,275 178,725

179 2 177

179,000 2,385 176,615

179 2 177 179

Total 179,000

df

F ,235

Sig. ,791

,139 1,010

,138

,871

,137 1,010

,136

,873

1,193 ,998

1,195

,305

150

Kualipel5


Keperca


kepuaspel


Loyal1


Loyal2


Loyal3



df 2 177

Mean Square 1,551 ,994

F 1,561

Sig. ,213

179,000 1,709 177,291

179 2 177

,855 1,002

,853

,428

179,000 ,890 178,110

179 2 177

,445 1,006

,442

,643

179,000 ,854 178,146

179 2 177

,427 1,006

,424

,655

179,000 1,768 177,232

179 2 177

,884 1,001

,883

,415

179,000 6,595

179 2

3,297

3,385

,036

172,405

177

,974

179,000

179

151

LAMPIRAN 50: OUTPUT UJI SEM LISREL 8.51 L I S R E L 8.51 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., 1981-2001 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:\DATA2.pr2: raw data from file DATA1.psf latent variables: KPLN KPRC KPLG LPG relationship: KP1.1 = KPLN KP1.2 = KPLN KP1.3 = KPLN KP1.4 = KPLN !KP2.1 = KPLN KP2.3 = KPLN !KP2.4 = KPLN !KP2.5 = KPLN !KP3.1 = KPLN !KP3.2 = KPLN !KP3.3 = KPLN !KP3.4 = KPLN !KP4.1 = KPLN !KP4.3 = KPLN !KP4.4 = KPLN !KP5.1 = KPLN !KP5.2 = KPLN !KP5.3 = KPLN !KP5.4 = KPLN !KP5.5 = KPLN KPR1 = KPRC KPR2 = KPRC KPR3 = KPRC KPR4 = KPRC KPL1 = KPLG

152

KPL2 = KPLG KPL3 = KPLG LP1.1 = LPG LP1.2 = LPG LP1.3 = LPG LP2.1 = LPG LP2.2 = LPG LP2.3 = LPG LP3.1 = LPG LP3.2 = LPG LP3.3 = LPG KPLG = KPLN LPG = KPLG KPLN LPG = KPRC set error covariance of LP3.2 and LP3.1 free set error covariance of LP3.3 and LP2.2 free set error covariance of LP3.3 and LP3.2 free !set error covariance of KP4.3 and KP4.1 free set error covariance of LP3.3 and KPL1 free set error covariance of LP2.3 and LP2.1 free set error covariance of LP2.2 and LP1.1 free set error covariance of LP3.2and LP1.3 free set error covariance of LP3.2 and LP1.3 free set error covariance of LP2.1 and KPL3 free !set error covariance of KP4.3 and KPL1 free set error covariance of KP2.3 and KPL3 free set error covariance of KPL3 and KPL1 free set error covariance of LP2.2 and LP1.2 free set error covariance of LP3.2 and LP1.2 free set error covariance of KPR4 and KPR1 free !set error covariance of KP4.1 and KPL2 free admissibility check off path diagram end of problem Sample Size = 180 Covariance Matrix KPL1 KPL2 KPL3 LP1.1 LP1.2 -------- -------- -------- -------- -------- -------KPL1 0.59 KPL2 0.36 0.52 KPL3 0.31 0.39 0.64

LP1.3

153

LP1.1 LP1.2 LP1.3 LP2.1 LP2.2 LP2.3 LP3.1 LP3.2 LP3.3 KP1.1 KP1.2 KP1.3 KP1.4 KP2.3 KPR1 KPR2 KPR3 KPR4

0.25 0.28 0.24 0.22 0.26 0.19 0.16 0.20 0.07 0.07 0.10 0.10 0.17 0.08 0.03 -0.05 -0.03 -0.02

0.26 0.25 0.21 0.26 0.30 0.25 0.19 0.24 0.19 0.00 0.12 0.04 0.12 0.07 -0.05 -0.05 -0.03 -0.04

0.28 0.21 0.26 0.36 0.36 0.25 0.24 0.32 0.19 0.07 0.16 0.10 0.14 0.01 -0.01 -0.02 0.00 -0.02

0.82 0.38 0.35 0.31 0.23 0.41 0.23 0.23 0.36 0.10 0.18 0.18 0.13 0.15 -0.04 0.00 -0.02 -0.03

0.57 0.25 0.24 0.26 0.38 0.24 0.19 0.31 0.11 0.14 0.17 0.18 0.15 -0.03 -0.03 -0.05 -0.02

0.54 0.28 0.28 0.31 0.27 0.33 0.27 0.14 0.16 0.14 0.16 0.07 -0.03 -0.03 -0.02 -0.04

Covariance Matrix LP2.1 LP2.2 LP2.3 LP3.1 LP3.2 LP3.3 -------- -------- -------- -------- -------- -------LP2.1 0.83 LP2.2 0.57 0.93 LP2.3 0.64 0.64 1.03 LP3.1 0.26 0.37 0.41 0.66 LP3.2 0.30 0.37 0.38 0.49 0.69 LP3.3 0.29 0.19 0.50 0.39 0.49 0.77 KP1.1 0.16 0.04 0.14 0.00 0.05 0.14 KP1.2 0.23 0.17 0.27 0.19 0.16 0.18 KP1.3 0.13 0.08 0.19 0.08 0.10 0.17 KP1.4 0.17 0.17 0.25 0.13 0.15 0.12 KP2.3 0.11 0.07 0.20 0.07 0.03 0.14 KPR1 0.00 0.01 0.02 0.04 0.02 0.00 KPR2 0.00 -0.02 -0.02 0.00 0.05 0.08 KPR3 -0.02 0.03 -0.01 0.01 0.03 0.04 KPR4 -0.01 0.02 0.03 0.03 0.03 0.07 Covariance Matrix KP1.1 KP1.2 KP1.3 KP1.4 KP2.3 -------- -------- -------- -------- -------- -------KP1.1 0.57 KP1.2 0.28 0.48 KP1.3 0.25 0.22 0.41

KPR1

154

KP1.4 KP2.3 KPR1 KPR2 KPR3 KPR4

0.18 0.19 -0.02 0.01 0.01 0.01

0.21 0.17 0.01 0.01 0.02 0.05

0.20 0.17 0.02 0.04 0.04 0.04

0.42 0.19 -0.02 -0.03 0.00 0.01

0.43 -0.01 -0.04 0.00 0.01

Covariance Matrix KPR2 KPR3 KPR4 -------- -------- -------KPR2 0.47 KPR3 0.34 0.43 KPR4 0.31 0.29 0.42 Number of Iterations = 29 LISREL Estimates (Maximum Likelihood) Measurement Equations KPL1 = 0.57*KPLG, Errorvar.= 0.23 , R² = 0.59 (0.041) 5.43 KPL2 = 0.58*KPLG, Errorvar.= 0.18 , R² = 0.65 (0.067) (0.030) 8.59 6.06 KPL3 = 0.64*KPLG, Errorvar.= 0.21 , R² = 0.66 (0.073) (0.043) 8.80 4.80 LP1.1 = 0.61*LPG, Errorvar.= 0.45 , R² = 0.45 (0.054) 8.33 LP1.2 = 0.54*LPG, Errorvar.= 0.28 , R² = 0.52 (0.065) (0.035) 8.36 7.99 LP1.3 = 0.44*LPG, Errorvar.= 0.34 , R² = 0.37 (0.060) (0.037) 7.46 9.38 LP2.1 = 0.59*LPG, Errorvar.= 0.50 , R² = 0.41

0.74 0.27 0.26 0.16

155

(0.075) 7.90

(0.052) 9.59

LP2.2 = 0.74*LPG, Errorvar.= 0.36 , R² = 0.60 (0.098) (0.055) 7.51 6.62 LP2.3 = 0.79*LPG, Errorvar.= 0.41 , R² = 0.60 (0.086) (0.046) 9.15 8.83 LP3.1 = 0.51*LPG, Errorvar.= 0.41 , R² = 0.39 (0.066) (0.044) 7.63 9.37 LP3.2 = 0.49*LPG, Errorvar.= 0.40 , R² = 0.38 (0.067) (0.041) 7.37 9.87 LP3.3 = 0.62*LPG, Errorvar.= 0.40 , R² = 0.49 (0.075) (0.047) 8.21 8.45 KP1.1 = 0.49*KPLN, Errorvar.= 0.33 , R² = 0.42 (0.055) (0.042) 8.91 7.92 KP1.2 = 0.50*KPLN, Errorvar.= 0.23 , R² = 0.52 (0.049) (0.032) 10.21 7.14 KP1.3 = 0.46*KPLN, Errorvar.= 0.19 , R² = 0.52 (0.045) (0.027) 10.19 7.16 KP1.4 = 0.43*KPLN, Errorvar.= 0.24 , R² = 0.44 (0.047) (0.030) 9.11 7.82 KP2.3 = 0.39*KPLN, Errorvar.= 0.28 , R² = 0.35 (0.049) (0.034) 8.04 8.34 KPR1 = 0.46*KPRC, Errorvar.= 0.53 , R² = 0.28 (0.064) (0.060) 7.19 8.85

156

KPR2 = 0.60*KPRC, Errorvar.= 0.12 , R² = 0.75 (0.043) (0.020) 13.99 5.88 KPR3 = 0.56*KPRC, Errorvar.= 0.11 , R² = 0.74 (0.041) (0.018) 13.83 6.10 KPR4 = 0.52*KPRC, Errorvar.= 0.15 , R² = 0.65 (0.042) (0.021) 12.44 7.00 Error Covariance for KPL3 and KPL1 = -0.11 (0.032) -3.60 Error Covariance for LP2.1 and KPL3 = 0.11 (0.027) 4.08 Error Covariance for LP2.2 and LP1.1 = -0.19 (0.038) -4.98 Error Covariance for LP2.2 and LP1.2 = -0.13 (0.032) -3.99 Error Covariance for LP2.3 and LP2.1 = 0.19 (0.037) 5.27 Error Covariance for LP3.2 and LP1.2 = -0.07 (0.022) -2.99 Error Covariance for LP3.2 and LP1.3 = 0.100 (0.022) 4.51 Error Covariance for LP3.2 and LP3.1 = 0.19 (0.029) 6.64 Error Covariance for LP3.3 and KPL1 = -0.15 (0.025)

157

-5.86 Error Covariance for LP3.3 and LP2.2 = -0.29 (0.036) -8.03 Error Covariance for LP3.3 and LP3.2 = 0.14 (0.030) 4.80 Error Covariance for KP2.3 and KPL3 = -0.08 (0.023) -3.45 Error Covariance for KPR4 and KPR1 = -0.08 (0.025) -3.03 Structural Equations KPLG = 0.36*KPLN, Errorvar.= 0.87 , R² = 0.13 (0.087) (0.17) 4.13 5.05 LPG = 0.55*KPLG + 0.27*KPLN + 0.046*KPRC, Errorvar.= 0.51 , R² = 0.49 (0.098) (0.075) (0.060) (0.11) 5.60 3.61 0.77 4.56 Reduced Form Equations KPLG = 0.36*KPLN + 0.0*KPRC, Errorvar.= 0.87, R² = 0.13 (0.087) 4.13 LPG = 0.47*KPLN + 0.046*KPRC, Errorvar.= 0.78, R² = 0.22 (0.088) (0.060) 5.35 0.77 Correlation Matrix of Independent Variables KPLN KPRC -------- -------KPLN 1.00 KPRC 0.05 (0.09) 0

1.00

158

Covariance Matrix of Latent Variables KPLG LPG KPLN KPRC -------- -------- -------- -------KPLG 1.00 LPG 0.65 1.00 KPLN 0.36 0.47 1.00 KPRC 0.02 0.07 0.05 1.00 Goodness of Fit Statistics Degrees of Freedom = 171 Minimum Fit Function Chi-Square = 310.16 (P = 0.00) Normal Theory Weighted Least Squares Chi-Square = 289.08 (P = 0.00) Estimated Non-centrality Parameter (NCP) = 118.08 90 Percent Confidence Interval for NCP = (75.04 ; 169.00) Minimum Fit Function Value = 1.73 Population Discrepancy Function Value (F0) = 0.66 90 Percent Confidence Interval for F0 = (0.42 ; 0.94) Root Mean Square Error of Approximation (RMSEA) = 0.062 90 Percent Confidence Interval for RMSEA = (0.050 ; 0.074) P-Value for Test of Close Fit (RMSEA < 0.05) = 0.056 Expected Cross-Validation Index (ECVI) = 2.29 90 Percent Confidence Interval for ECVI = (2.04 ; 2.57) ECVI for Saturated Model = 2.58 ECVI for Independence Model = 12.06 Chi-Square for Independence Model with 210 Degrees of Freedom = 2117.57 Independence AIC = 2159.57 Model AIC = 409.08 Saturated AIC = 462.00 Independence CAIC = 2247.63 Model CAIC = 660.66 Saturated CAIC = 1430.57 Normed Fit Index (NFI) = 0.85 Non-Normed Fit Index (NNFI) = 0.91 Parsimony Normed Fit Index (PNFI) = 0.70 Comparative Fit Index (CFI) = 0.93 Incremental Fit Index (IFI) = 0.93 Relative Fit Index (RFI) = 0.82 Critical N (CN) = 126.20

159

Root Mean Square Residual (RMR) = 0.041 Standardized RMR = 0.068 Goodness of Fit Index (GFI) = 0.87 Adjusted Goodness of Fit Index (AGFI) = 0.82 Parsimony Goodness of Fit Index (PGFI) = 0.64 The Modification Indices Suggest to Add the Path to from Decrease in Chi-Square New Estimate LP1.2 KPLG 9.9 0.20 LP2.3 KPLG 11.8 -0.23 LP3.2 KPLG 13.9 0.19 LP3.3 KPLG 13.5 -0.25 Time used: 0.265 Seconds

100

Res

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 52 53 54 55 56 57 58 59

Gender Usia

2 2 2 1 2 2 2 2 2 1 2 2 1 2 1 1 2 2 1 1 2 2 1 2 1 2 2 2 2 1 2 2 2 2 2 2 2 2 2 1 1 2 2 1 2 2 2 2 1 2 2 2 2 2 2 2 2 2 1

1 2 4 1 4 4 4 3 1 4 1 4 4 1 1 1 2 1 2 1 2 2 4 2 1 4 4 3 1 3 4 2 2 4 1 2 4 2 1 2 2 2 4 4 1 2 3 4 2 1 2 3 1 3 4 3 1 2 4

Pekerjaan

3 3 4 1 3 4 4 3 3 3 3 2 2 3 1 1 4 1 3 1 3 4 2 3 3 4 4 3 3 3 4 3 4 4 3 3 4 4 3 3 3 4 4 3 3 3 1 4 3 3 3 3 33 3 3 3 3 3 3

Pendidikan Pengeluaran Keberadaan Transaksi

3 3 3 1 3 3 3 2 1 1 3 3 3 3 1 1 2 1 1 3 3 3 3 3 3 1 1 3 2 1 1 1 3 3 3 3 3 1 3 3 3 3 1 1 3 1 1 3 3 3 3 3 2 2 2 1 1 2 4

3 3 3 2 3 3 3 3 2 3 3 3 3 2 3 3 3 2 3 2 3 3 3 3 2 3 3 3 2 3 3 2 3 3 3 2 3 3 2 2 2 3 2 3 3 3 2 3 3 1 2 2 1 1 1 2 2 3 3

1 4 2 2 2 2 2 1 1 1 2 2 2 1 1 1 2 2 1 1 4 2 5 2 2 4 1 5 1 2 1 1 2 2 1 1 5 2 4 1 1 2 1 4 4 1 2 2 2 4 1 1 2 2 2 1 1 1 2

1 3 2 1 2 2 1 2 1 1 1 1 2 1 1 1 1 3 1 1 3 2 3 2 1 3 1 2 1 1 2 2 3 2 2 1 3 2 1 1 1 3 1 3 3 3 3 3 2 3 1 1 1 2 1 1 1 3 3

KEPERCAYAAN KEPUASAN KUALITAS PELAYANAN LOYALITAS PELANGGAN KP1.1KP1.2KP1.3KP1.4KP2.1KP2.3KP2.4KP2.5KP3.1KP3.2KP3.3KP3.4KP4.1KP4.3KP4.4KP5.1KP5.2KP5.3KP5.4KP5.5KPR1KPR2KPR3KPR4KPL1KPL2KPL3LP1.1LP1.2LP1.3LP2.1LP2.2LP2.3LP3.1LP3.2 LP3.3

4 4 5 4 5 4 4 4 5 4 4 5 4 5 4 5 4 4 3 4 3 4 5 3 4 4 4 4 4 4 3 5 5 5 4 3 3 3 5 4 4 2 4 3 4 3 3 4 3 4 4 4 4 4 4 4 4 5 3

4 4 5 3 5 4 3 3 4 4 4 5 4 5 4 4 4 3 3 5 4 3 5 3 4 4 4 4 2 4 2 4 4 5 4 4 4 4 3 4 4 3 4 4 4 4 3 4 4 4 4 3 3 3 4 4 5 5 3

4 4 4 4 5 4 4 4 4 4 4 5 4 4 4 4 4 3 3 5 3 4 5 4 4 4 4 4 3 4 4 4 4 5 4 4 5 4 4 4 4 2 3 3 4 4 3 4 3 4 4 4 4 4 3 4 4 5 4

4 5 3 4 5 4 4 4 4 4 4 5 4 4 4 4 4 4 3 5 2 4 5 4 4 4 4 4 2 4 2 4 4 5 4 4 4 3 4 3 3 3 3 4 4 4 4 4 4 3 4 4 4 4 3 4 4 4 4

4 3 3 3 4 4 3 3 4 4 4 5 4 4 3 4 4 2 4 4 3 3 5 3 3 2 4 4 3 4 3 5 3 5 5 4 3 4 4 3 4 3 4 5 4 3 4 4 4 3 3 4 5 5 4 4 4 4 4

4 5 4 3 4 5 4 4 4 4 4 5 5 5 3 4 4 3 4 4 3 3 5 4 4 4 4 4 4 4 3 4 4 5 5 4 4 3 4 3 4 2 4 4 4 4 4 4 5 4 4 4 4 3 4 4 4 4 4

4 4 4 3 4 5 3 3 4 4 4 5 4 4 3 4 4 3 3 2 4 3 5 4 4 4 4 4 3 2 4 4 4 5 5 4 4 4 4 3 4 3 4 2 4 4 4 4 3 5 2 1 4 4 1 4 4 3 4

4 4 3 3 4 4 4 4 4 4 4 5 4 5 3 4 4 4 3 3 3 4 5 5 4 4 4 5 3 4 3 3 3 5 5 4 4 3 5 3 4 4 4 4 4 4 4 4 3 4 4 3 3 3 4 4 5 4 3

2 1 3 3 4 2 2 3 1 4 3 5 2 2 3 2 2 2 3 2 3 2 4 2 4 4 3 4 2 3 2 3 2 2 5 4 4 2 2 4 3 2 3 4 2 3 2 3 2 2 2 2 1 3 1 3 1 1 2

4 1 3 2 4 2 2 2 4 4 4 2 2 4 2 5 4 3 3 2 4 3 4 2 2 4 2 4 2 2 2 3 2 3 5 4 4 2 3 2 2 3 3 3 1 3 4 2 3 2 4 3 2 2 2 2 3 2 3

2 2 2 4 4 4 3 2 4 2 4 2 1 2 2 3 5 3 2 3 4 2 4 2 2 4 4 4 2 2 2 4 2 5 3 4 2 2 2 4 2 4 4 2 1 3 4 2 2 2 2 2 2 2 1 3 2 2 4

2 2 3 2 4 2 2 2 4 4 2 4 2 3 2 2 2 3 2 3 3 3 4 2 2 4 3 4 2 3 3 2 3 5 2 2 2 2 2 3 2 4 2 2 1 3 2 2 2 1 2 2 3 3 2 4 2 3 4

4 4 3 3 4 5 4 4 4 4 4 5 4 4 4 4 4 2 3 3 3 4 4 4 4 4 4 4 3 3 3 4 4 5 5 4 4 3 4 4 4 3 3 3 5 3 2 4 3 4 3 5 4 4 4 3 4 4 4

4 4 4 4 4 5 4 4 4 4 4 5 4 4 4 4 4 3 3 3 3 4 4 5 4 4 4 4 3 4 2 4 3 5 5 4 4 5 5 4 3 3 3 2 2 2 3 4 4 4 3 4 3 3 3 4 4 4 4

4 4 4 3 4 4 4 4 4 4 4 5 4 4 3 4 4 2 4 2 3 4 4 5 4 3 4 4 3 4 4 4 4 5 4 3 4 4 3 3 4 3 4 4 1 2 2 3 3 4 4 4 4 3 4 4 3 4 4

4 4 3 3 3 3 4 4 2 4 4 4 2 2 2 1 5 3 3 3 3 3 2 5 2 4 4 4 3 4 4 3 2 3 5 2 3 3 2 3 3 2 3 4 3 4 3 2 2 3 4 2 3 3 4 2 3 2 4

4 5 3 3 3 3 4 4 2 4 4 4 2 3 2 2 5 3 3 3 3 2 2 5 2 4 2 4 3 4 2 4 3 3 4 2 4 2 3 4 2 4 4 2 2 3 3 4 3 2 3 5 3 3 3 3 3 2 4

4 4 3 3 3 3 4 4 2 4 4 4 2 3 2 3 5 3 3 3 3 2 2 5 2 5 4 4 3 4 4 4 3 2 4 4 3 3 2 4 2 2 3 2 2 4 3 2 2 1 2 4 3 2 2 3 3 2 4

4 3 3 2 3 2 3 3 1 3 4 3 2 2 2 2 3 2 3 2 3 2 3 1 2 3 3 3 1 2 2 4 2 4 5 3 3 2 3 3 2 3 2 2 4 3 3 4 2 3 3 3 3 2 4 3 2 3 4

2 4 4 3 2 4 4 4 2 4 4 5 2 3 3 3 5 2 2 3 3 2 1 4 3 4 3 4 3 4 2 4 3 4 4 4 4 3 4 4 2 3 3 3 2 4 1 4 2 2 2 2 2 3 2 3 1 4 3

4 4 3 3 4 4 3 3 3 4 4 4 5 5 4 3 4 4 2 3 4 2 2 3 3 3 4 4 3 4 4 4 2 3 4 2 3 4 4 3 3 3 4 3 3 4 3 3 3 4 4 4 4 4 4 2 2 2 4

4 4 3 3 4 4 3 4 4 4 4 4 5 5 4 3 4 3 2 3 4 3 2 3 4 4 4 5 4 4 4 4 2 3 4 2 3 4 3 4 4 3 4 3 3 4 4 4 3 4 4 4 4 4 4 4 4 4 4

4 4 3 4 4 4 3 4 4 4 4 4 5 5 4 3 4 3 3 4 4 3 2 3 4 3 4 4 3 4 4 4 3 3 4 2 3 4 4 3 3 3 4 3 3 4 4 3 3 4 4 4 4 4 4 4 4 4 4

4 4 3 3 3 4 3 4 4 4 4 4 5 5 4 3 4 3 2 4 4 3 3 3 4 3 3 5 4 4 4 4 3 4 4 3 3 4 3 3 3 3 4 3 3 4 3 3 3 4 4 4 3 3 3 4 4 4 4

4 5 4 3 4 5 5 4 5 4 4 5 5 4 4 5 3 3 5 4 3 4 4 5 4 4 4 4 3 3 3 4 3 5 4 4 4 3 4 3 4 4 3 4 2 4 4 3 3 3 4 4 3 4 2 4 3 3 2

4 4 4 3 5 5 5 5 4 4 5 5 5 4 4 5 3 3 5 4 3 4 3 5 4 4 4 4 3 3 3 4 3 5 4 5 4 4 3 3 4 5 4 3 4 4 4 4 4 3 3 3 3 4 4 4 4 3 2

4 4 4 4 5 4 4 5 4 4 5 5 5 4 4 5 3 3 4 5 3 4 3 5 4 4 4 4 3 3 4 4 3 5 4 4 4 3 3 3 4 5 2 3 5 4 3 4 3 4 4 2 3 3 4 4 4 4 1

4 3 5 3 5 4 4 4 4 3 5 4 4 3 5 4 3 3 5 5 3 3 3 4 3 3 4 3 3 4 4 4 2 5 4 4 4 4 2 3 4 1 3 4 2 4 3 4 2 3 2 3 3 3 5 3 4 3 3

4 3 5 3 5 4 3 3 5 4 4 5 4 4 3 4 3 4 4 5 3 4 4 5 4 4 4 4 3 3 4 4 4 5 4 4 4 3 2 3 4 2 4 3 3 4 4 3 4 3 3 4 4 4 2 4 4 3 3

4 4 5 4 4 5 4 4 4 4 4 5 3 3 4 4 4 3 4 4 3 3 5 5 4 4 4 4 3 4 3 4 4 5 4 4 4 4 4 4 4 3 3 4 4 3 4 4 2 3 3 2 4 4 4 4 4 3 3

4 4 5 3 5 4 5 3 4 3 4 5 3 3 5 4 2 2 5 4 3 3 3 2 3 3 4 3 3 3 3 4 4 5 4 2 3 3 3 3 4 4 3 3 5 4 3 2 3 3 4 3 4 3 5 4 5 4 2

4 4 3 4 5 4 5 3 5 3 4 5 4 3 4 5 2 2 5 4 3 3 3 2 3 3 4 3 3 3 4 4 4 5 4 4 3 4 4 3 2 5 3 4 5 4 3 2 4 4 2 2 3 3 2 4 5 3 3

4 5 4 4 5 4 3 3 5 3 4 5 3 3 4 5 2 2 5 4 3 2 4 2 3 2 4 3 2 2 3 4 4 5 5 4 3 3 2 3 2 2 4 3 5 4 4 2 3 2 3 3 3 3 4 3 5 4 4

4 5 4 4 4 4 3 3 4 4 5 5 4 3 3 3 5 3 5 3 3 3 4 3 3 3 4 4 2 2 4 4 4 5 5 4 4 4 2 4 4 4 3 4 5 4 3 4 4 2 4 3 3 4 2 4 5 3 3

4 5 4 4 4 3 4 4 4 4 5 5 4 4 3 3 5 2 5 3 3 3 5 4 4 4 4 4 3 3 3 4 4 5 5 4 4 4 3 4 4 5 2 3 5 4 4 4 2 3 2 4 3 4 3 4 5 4 3

4 5 4 3 4 3 3 3 4 4 5 5 4 4 3 3 5 3 5 3 3 3 5 5 4 3 4 4 3 4 4 4 4 5 5 4 4 4 2 4 4 2 4 2 5 4 4 4 3 3 2 5 3 4 5 3 5 5 3

100

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 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121

2 2 1 2 1 2 2 2 1 1 1 2 2 2 2 2 1 2 2 2 1 1 2 2 2 1 1 2 2 1 2 2 2 2 2 1 2 2 1 2 1 1 2 2 2 1 1 2 1 2 2 2 1 1 1 1 2 1 1 1 2 1

2 1 3 2 2 2 4 2 3 4 4 1 4 2 1 4 2 4 4 2 4 4 3 4 3 1 2 1 3 4 4 2 1 1 4 3 1 1 4 2 2 3 1 4 1 4 3 3 4 2 2 4 4 4 4 43 1 3 3 3 4 1

4 3 3 3 3 3 4 3 2 4 2 3 3 3 3 2 3 4 4 3 2 2 4 4 3 1 3 3 3 2 2 3 3 1 4 3 1 1 2 3 3 2 1 4 3 2 3 3 3 3 3 3 3 2 2 2 4 3 3 3 4 1

3 2 3 3 3 3 3 3 2 1 3 1 1 2 1 3 3 1 1 3 3 3 2 3 3 1 3 3 4 3 3 2 1 1 2 1 3 2 1 1 2 1 3 1 1 2 2 1 3 3 1 1 3 3 3 1 1 3 1 3 1 2

3 2 2 3 2 3 3 3 3 3 3 2 1 2 1 3 2 2 2 3 3 3 3 3 2 1 3 2 3 3 3 2 1 2 2 2 3 3 2 2 2 3 2 2 1 3 2 3 3 3 1 3 3 3 3 2 2 3 2 3 2 1

5 4 1 1 1 1 5 1 2 4 1 1 1 1 1 1 2 3 4 2 3 3 5 1 5 1 4 1 1 4 1 3 1 1 4 1 3 1 3 2 1 2 4 1 5 5 3 2 2 2 4 4 4 1 4 1 1 5 3 3 1 1

2 3 3 3 1 2 3 3 2 2 1 2 1 3 1 3 2 2 1 2 3 2 3 1 2 1 2 3 2 3 3 1 1 3 1 3 2 2 3 2 1 3 1 2 1 3 2 3 1 2 1 3 3 1 3 3 1 3 1 3 3 1

4 4 4 2 4 3 3 3 5 4 5 4 4 4 4 3 4 4 4 3 4 5 4 4 3 4 3 4 4 4 3 3 5 5 5 4 3 3 3 5 4 4 2 4 3 4 3 3 4 3 4 4 4 4 4 4 4 4 5 3 4 4

3 4 4 3 4 4 3 3 4 4 4 4 5 4 4 3 4 4 3 2 4 5 4 4 4 5 4 4 4 5 4 2 4 4 5 4 4 4 4 3 4 4 3 4 4 4 4 3 4 4 4 4 3 3 3 4 4 5 5 3 3 4

5 4 4 3 4 4 3 3 4 5 4 4 5 4 4 3 4 4 5 2 5 5 4 4 4 5 4 4 4 4 4 4 4 4 5 4 4 5 4 4 4 4 2 3 3 4 4 3 4 3 4 4 4 4 4 3 4 4 5 4 5 4

4 4 4 3 4 4 4 4 4 4 4 5 5 4 4 3 4 4 4 4 5 4 4 4 4 5 3 4 4 4 5 2 4 4 5 4 4 4 3 4 3 3 3 3 4 4 4 4 4 4 3 4 4 4 4 3 4 4 4 4 4 5

3 4 4 3 4 3 3 3 5 4 4 5 4 4 4 3 4 4 3 3 3 4 4 4 3 4 3 3 2 4 2 3 5 3 5 5 4 3 4 4 3 4 3 4 5 4 3 4 4 4 3 3 4 5 5 4 4 4 4 4 3 2

5 4 4 4 5 4 3 3 5 4 4 5 4 4 4 3 4 4 5 3 4 4 4 4 3 5 3 3 5 4 3 3 4 4 5 5 4 4 3 4 3 4 2 4 4 4 4 4 4 5 4 4 4 4 3 4 4 4 4 4 5 4

3 4 4 3 5 4 3 3 4 4 5 4 4 4 4 3 4 4 3 2 4 4 3 3 3 4 3 3 2 4 2 4 4 4 5 5 4 4 4 4 3 4 3 4 2 4 4 4 4 3 5 2 1 4 4 1 4 4 3 4 3 1

4 4 4 4 4 4 4 4 4 4 5 4 4 4 3 3 4 4 4 3 3 4 4 4 3 5 5 3 4 4 3 3 3 3 5 5 4 4 3 5 3 4 4 4 4 4 4 4 4 3 4 4 3 3 3 4 4 5 4 3 4 4

3 3 2 2 4 2 3 2 3 4 2 2 2 2 3 2 2 4 3 2 2 2 5 1 1 1 2 2 2 1 2 2 3 2 2 5 4 4 2 2 2 3 2 4 4 2 2 2 3 2 2 2 2 3 3 5 3 1 1 2 3 2

4 4 2 2 5 2 3 3 2 4 2 4 2 2 2 3 2 3 4 2 2 2 4 4 4 2 2 1 1 2 2 3 3 2 5 5 4 2 2 3 2 2 3 3 3 2 3 4 1 2 2 4 3 2 2 2 3 3 2 3 4 2

4 4 3 3 4 3 2 4 3 4 2 4 2 2 2 3 2 5 2 4 4 2 2 4 3 5 2 2 2 2 4 2 4 2 5 2 4 4 1 2 2 2 4 2 2 1 2 2 2 2 2 2 2 3 2 2 3 2 2 2 2 4

2 4 3 2 4 4 4 2 2 4 4 4 4 3 3 4 2 2 4 4 2 2 2 1 2 2 2 4 2 2 4 2 2 4 2 5 4 2 2 2 2 3 2 2 2 1 2 4 4 3 2 2 2 3 3 3 2 1 3 4 4 4

3 4 5 3 4 4 3 3 5 4 2 3 4 4 4 3 4 4 3 5 5 5 3 3 3 4 4 4 4 4 4 3 4 4 5 5 4 4 3 4 4 4 3 3 3 5 3 2 4 3 4 3 5 4 4 4 3 4 4 4 3 4

2 4 4 3 5 4 4 4 4 5 3 3 5 4 5 3 4 4 2 5 5 5 3 3 4 4 4 4 4 5 4 2 4 3 5 5 4 4 5 5 4 3 3 3 2 2 2 3 4 4 4 3 4 3 3 3 4 4 4 4 2 4

3 4 3 3 4 4 4 4 3 4 3 3 4 4 4 3 4 4 3 4 4 4 3 3 4 4 2 4 4 5 2 4 4 4 5 4 3 4 4 3 3 4 3 4 4 1 2 2 3 3 4 4 4 4 3 4 4 3 4 4 3 3

3 3 2 2 4 4 4 4 3 4 4 3 4 3 5 3 4 5 3 4 4 4 2 2 4 5 4 2 2 2 3 4 3 2 4 3 2 3 3 2 3 3 2 3 4 3 4 3 2 2 3 4 2 3 3 4 2 3 2 4 3 4

4 3 2 3 4 4 4 4 3 4 4 4 4 3 5 3 4 5 4 4 4 4 2 2 2 5 4 2 2 1 3 2 4 3 4 3 2 4 2 3 4 2 4 4 2 2 3 3 4 3 2 3 5 3 3 3 3 3 2 4 4 4

4 3 2 2 4 4 3 3 2 4 4 4 4 3 4 3 4 5 4 4 4 4 2 2 4 4 2 3 2 2 3 4 4 3 4 4 4 3 3 2 4 2 2 3 2 2 4 3 2 2 1 2 4 3 2 2 3 3 2 4 4 4

3 4 1 2 3 3 3 3 3 3 2 4 3 2 1 3 4 5 3 1 1 1 1 1 3 1 3 2 2 4 4 2 4 2 4 3 3 3 2 3 3 2 3 2 2 4 3 3 4 2 3 3 3 3 2 4 3 2 3 4 3 4

3 3 4 3 3 4 4 2 3 3 3 4 4 3 4 3 4 5 3 4 4 4 3 3 4 4 2 3 2 3 4 2 4 3 4 4 4 4 3 4 4 2 3 3 3 2 4 1 4 2 2 2 2 2 3 2 3 1 4 3 3 4

2 2 4 4 3 2 3 2 4 4 4 2 1 4 4 2 1 4 2 2 4 5 4 4 4 4 5 4 4 4 4 4 4 5 4 4 4 4 3 3 3 4 4 2 4 1 3 4 4 4 3 4 4 4 4 3 3 4 4 3 3 3

4 4 4 5 3 3 4 3 3 5 4 3 4 4 4 4 4 4 4 4 4 5 4 4 4 4 5 4 4 4 4 5 3 4 4 4 3 3 5 4 4 5 3 4 4 3 3 3 3 2 5 3 4 4 4 3 3 4 4 3 4 4

3 4 4 5 3 3 4 3 3 5 4 4 4 4 4 3 4 4 3 4 4 3 5 4 4 4 5 4 4 4 4 5 4 4 5 4 4 4 5 5 3 5 3 4 4 4 3 3 3 3 5 2 4 4 4 3 4 4 4 3 4 4

3 4 4 5 3 4 4 4 3 5 4 4 4 4 4 4 4 5 4 4 5 4 5 4 4 4 5 4 4 4 4 4 4 4 4 5 3 3 5 4 4 4 3 5 4 4 3 3 3 3 5 3 4 4 4 3 3 3 4 3 4 4

3 4 5 3 4 4 2 4 3 4 3 4 5 3 4 3 4 4 3 3 4 3 4 4 4 5 3 4 4 5 3 3 4 3 5 4 4 4 3 4 3 4 4 3 4 2 4 4 3 3 3 4 4 3 4 2 4 3 3 2 3 4

4 4 5 3 4 4 3 4 3 4 3 4 5 4 4 3 4 4 4 3 4 3 4 4 4 5 3 4 5 5 3 3 4 3 5 4 5 4 4 3 3 4 5 4 3 4 4 4 4 4 3 3 3 3 4 4 4 4 3 2 4 4

3 4 4 3 4 4 4 4 3 4 3 3 5 3 4 3 4 4 3 4 4 4 4 4 4 5 3 4 5 5 4 4 4 3 5 4 4 4 3 3 3 4 5 2 3 5 4 3 4 3 4 4 2 3 3 4 4 4 4 1 3 4

4 4 4 3 3 4 3 3 3 3 2 3 5 3 3 3 4 4 4 3 3 3 2 2 3 4 3 2 4 5 3 4 4 2 5 4 4 4 4 2 3 4 1 3 4 2 4 3 4 2 3 2 3 3 3 5 3 4 3 3 4 4

4 4 4 3 4 4 3 5 3 4 2 3 4 3 3 3 4 4 4 4 4 4 3 3 4 4 2 3 4 5 3 4 4 4 5 4 4 4 3 2 3 4 2 4 3 3 4 4 3 4 3 3 4 4 4 2 4 4 3 3 4 4

3 4 5 4 4 4 3 5 3 5 3 3 5 3 4 3 4 4 3 2 4 2 3 3 4 4 2 3 4 5 3 3 4 4 5 4 4 4 4 4 4 4 3 3 4 4 3 4 4 2 3 3 2 4 4 4 4 4 3 3 3 5

4 4 5 4 3 3 3 5 3 3 4 3 5 3 3 3 3 4 4 1 5 5 3 3 4 5 3 3 4 5 4 3 4 4 5 4 2 3 3 3 3 4 4 3 3 5 4 3 2 3 3 4 3 4 3 5 4 5 4 2 4 5

3 4 4 4 5 3 3 5 3 3 3 3 5 3 3 3 3 4 3 1 5 5 3 3 4 5 3 3 5 5 3 4 4 4 5 4 4 3 4 4 3 2 5 3 4 5 3 3 2 4 4 2 2 3 3 2 4 5 3 3 3 4

4 4 4 4 3 3 3 5 2 3 3 3 4 4 3 3 3 4 4 1 5 5 3 3 4 5 3 4 5 5 3 3 4 4 5 5 4 3 3 2 3 2 2 4 3 5 4 4 2 3 2 3 3 3 3 4 3 5 4 4 4 5

3 4 4 4 4 4 3 3 3 5 2 3 4 4 4 3 4 4 3 3 3 3 3 3 4 4 4 4 5 5 3 4 4 4 5 5 4 4 4 2 4 4 4 3 4 5 3 3 4 4 2 4 3 3 4 2 4 5 3 3 3 5

3 4 4 4 4 4 3 3 3 5 2 3 4 4 3 3 4 4 3 4 4 4 3 3 4 4 4 4 5 5 3 3 4 4 5 5 4 4 4 3 4 4 5 2 3 5 3 4 4 2 3 2 4 3 4 3 4 5 4 3 3 5

4 4 4 3 4 4 4 4 3 5 3 3 5 4 4 3 4 4 4 4 4 4 3 3 4 4 4 4 5 5 3 4 4 4 5 5 4 4 4 2 4 4 2 4 2 5 2 4 4 3 3 2 5 3 4 5 3 5 5 3 4 5

100

122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180

2 2 2 2 2 2 1 1 2 2 1 1 2 1 1 2 2 2 2 2 2 2 1 2 1 2 1 1 2 2 1 2 2 2 1 1 1 1 2 1 2 2 2 2 1 2 2 2 1 2 1 1 2 2 1 2 1 2 2

2 4 2 4 4 4 1 3 3 4 4 1 1 2 4 2 4 4 4 2 3 3 1 4 2 4 4 2 2 2 4 4 3 4 4 4 3 3 1 4 3 4 2 3 2 4 4 2 3 2 4 2 3 4 1 2 3 3 2

3 2 4 2 4 4 1 3 4 4 3 3 4 3 2 4 3 3 4 3 3 2 3 3 3 3 3 3 3 4 2 4 4 3 3 2 2 2 4 3 3 4 4 3 3 4 4 3 2 4 2 3 3 4 3 3 3 3 4

1 3 2 1 1 3 1 3 1 3 3 1 1 2 3 1 3 2 1 3 2 3 1 3 3 2 3 3 1 1 3 1 3 3 3 1 1 3 1 3 2 3 3 3 2 3 3 1 3 3 3 1 1 1 3 3 3 2 1

2 3 2 2 2 3 1 3 2 3 3 1 1 2 3 2 3 3 2 3 3 3 1 3 3 2 3 3 2 2 3 2 3 3 3 2 2 3 1 3 2 3 3 3 2 3 3 2 3 3 3 2 1 2 3 3 3 3 1

1 5 2 1 1 4 4 4 5 1 4 1 1 5 1 2 2 4 1 2 2 4 1 1 1 1 5 2 1 4 4 5 2 2 2 5 1 4 2 4 4 1 5 1 2 2 5 2 1 4 2 1 1 1 1 2 1 2 4

1 2 3 3 1 1 3 2 3 1 3 3 1 3 2 2 1 1 1 3 2 3 3 1 1 3 3 2 2 1 2 3 3 3 3 1 3 3 1 2 1 3 2 3 2 3 1 2 2 2 3 1 1 3 3 3 2 1 1

3 4 4 5 3 4 3 3 4 5 4 4 4 4 4 4 3 2 4 4 5 5 5 5 3 4 3 5 3 3 5 5 5 4 3 3 3 5 4 4 2 4 3 4 3 3 4 3 4 5 5 5 3 3 4 2 4 5 4

3 4 4 5 4 4 3 4 5 5 4 4 4 4 4 4 3 4 4 4 5 5 5 5 3 4 3 5 4 2 4 4 5 4 4 4 4 3 4 4 3 4 4 4 4 3 4 4 4 5 5 5 3 4 4 3 4 5 3

3 4 4 5 5 4 3 4 5 4 4 4 4 4 5 5 4 4 4 3 5 5 4 4 4 5 4 5 4 4 4 4 5 4 4 5 4 4 4 4 2 3 3 4 4 3 4 3 4 4 4 5 3 4 4 3 4 4 4

4 5 4 4 5 5 3 4 4 4 4 5 5 3 5 4 5 4 4 4 5 5 4 5 4 5 3 5 4 2 4 4 5 4 4 4 3 4 3 3 3 3 4 4 4 4 4 4 4 5 5 5 4 4 4 4 4 4 4

2 2 1 2 4 5 3 4 4 5 4 5 5 3 4 4 4 2 3 4 5 5 4 5 4 4 3 5 3 3 5 3 5 5 4 3 4 4 3 4 3 4 5 4 3 4 4 4 4 4 4 5 4 4 4 3 4 4 4

5 4 5 3 4 4 4 4 4 4 4 4 4 5 4 5 3 5 3 4 5 5 4 5 5 5 3 5 5 3 4 4 5 5 4 4 3 4 3 4 2 4 4 4 4 4 4 5 4 4 4 5 4 4 4 3 4 4 4

3 1 2 3 2 4 3 2 4 4 4 4 4 2 4 3 4 4 4 1 5 2 4 5 4 4 2 5 5 4 4 4 5 5 4 4 4 4 3 4 3 4 2 4 4 4 4 3 4 3 3 5 3 4 4 2 4 4 4

4 4 3 4 4 5 4 4 4 4 4 4 4 4 4 3 3 4 3 4 5 4 4 4 5 4 4 5 5 3 3 3 5 5 4 4 3 5 3 4 4 4 4 4 4 4 4 3 4 3 3 5 5 4 5 3 4 4 5

3 2 3 2 2 5 3 4 1 2 2 2 2 2 2 3 1 2 2 4 3 2 2 2 2 4 5 1 4 2 3 3 5 5 4 4 2 2 4 3 2 4 4 2 3 2 3 2 4 2 2 5 3 2 3 3 2 4 4

2 2 2 2 2 3 3 2 1 2 1 2 2 2 2 3 1 2 3 4 1 1 2 2 5 2 2 5 4 3 3 2 5 5 4 4 2 3 2 2 3 3 3 1 3 4 1 3 5 1 2 4 4 2 1 4 4 4 2

2 4 3 2 3 3 2 4 2 2 2 2 2 3 2 4 2 2 2 2 2 2 2 2 2 4 4 5 4 2 4 2 5 2 2 4 1 2 4 2 4 2 2 2 3 4 2 2 2 2 4 5 4 2 2 4 2 2 2

2 2 2 4 2 2 2 3 2 2 1 3 3 4 3 2 2 2 3 2 1 4 2 2 3 4 4 2 1 2 2 4 2 2 4 2 2 2 2 3 4 2 2 2 3 2 4 3 4 2 2 2 2 2 1 2 4 4 4

4 4 3 4 5 4 3 4 4 5 4 3 3 4 4 4 4 4 3 4 4 5 4 4 3 2 3 5 4 3 4 4 5 5 4 4 3 4 4 4 3 3 3 5 3 2 4 3 4 4 4 5 4 4 4 4 5 4 4

4 4 3 5 5 4 4 4 4 5 4 3 3 4 4 4 4 4 4 4 5 4 4 4 4 3 4 5 4 2 4 3 5 5 4 4 5 5 4 3 3 3 2 2 2 3 4 4 5 3 3 5 4 3 4 4 4 3 5

4 3 3 3 4 4 5 4 5 4 4 2 2 4 4 2 4 3 3 2 5 4 4 4 2 3 2 5 3 4 4 4 5 4 3 4 4 3 3 4 3 4 4 1 2 2 3 3 5 3 3 5 4 4 4 3 4 3 5

2 4 3 2 2 4 2 2 1 2 5 3 3 2 1 4 1 4 2 2 4 2 4 4 5 2 4 3 5 4 3 2 5 5 2 3 3 2 3 3 2 3 4 3 4 3 2 2 1 2 2 3 5 2 5 1 5 2 1

2 4 3 2 2 4 2 2 1 2 5 2 2 2 2 4 1 4 3 4 4 2 4 4 2 5 4 3 5 2 4 3 5 4 2 4 2 3 4 2 4 4 2 2 3 3 4 3 2 3 3 3 5 3 5 1 5 2 1

2 4 2 2 3 4 2 2 2 2 5 2 2 5 2 3 1 2 3 2 3 2 4 4 5 5 3 4 5 4 4 3 5 4 4 3 3 2 4 2 2 3 2 2 4 3 2 2 2 3 3 4 4 3 5 2 5 2 1

2 4 2 2 3 4 2 2 2 2 1 2 2 3 2 3 2 3 4 4 4 2 4 3 5 4 4 4 5 2 4 2 5 5 3 3 2 3 3 2 3 2 2 4 3 3 4 2 2 4 4 3 3 3 4 4 4 2 1

3 4 2 2 2 3 2 2 2 2 4 2 2 3 2 2 3 4 4 2 1 2 4 4 5 5 3 3 4 2 4 3 5 4 4 4 3 4 4 2 3 3 3 2 4 1 4 2 2 3 3 3 3 2 4 2 4 2 1

4 4 4 5 5 4 3 4 4 2 3 4 2 2 3 3 3 4 4 3 4 4 4 2 3 4 2 3 4 4 3 3 3 4 3 3 4 3 3 3 4 4 4 4 4 4 2 2 2 4 2 2 4 4 3 2 3 2 4

4 4 4 5 5 4 3 4 3 2 3 4 3 2 3 4 4 4 5 4 4 4 4 2 3 4 2 3 4 3 4 4 3 4 3 3 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 4 5 3 3 4 3 3

4 4 4 5 5 4 3 4 3 3 4 4 3 2 3 4 3 4 4 3 4 4 4 3 3 4 2 3 4 4 3 3 3 4 3 3 4 4 3 3 4 4 4 4 4 4 4 4 4 4 3 4 4 5 3 3 4 3 3

4 4 4 5 5 4 3 4 3 2 4 4 3 3 3 4 3 3 5 4 4 4 4 3 4 4 3 3 4 3 3 3 3 4 3 3 4 3 3 3 4 4 4 3 3 3 4 4 4 4 3 4 4 5 3 4 4 4 3

4 4 3 5 3 4 5 4 5 4 1 4 4 4 5 3 5 4 4 3 5 4 4 4 4 4 4 4 3 3 4 3 5 4 4 4 3 4 3 4 4 3 4 2 4 4 3 3 4 4 4 3 4 4 4 4 5 4 5

4 4 4 5 3 4 5 4 4 4 1 5 5 4 5 3 5 4 4 4 5 4 4 4 4 5 4 4 3 3 4 3 5 4 5 4 4 3 3 4 5 4 3 4 4 4 4 4 5 4 4 4 4 4 4 4 4 4 4

4 4 4 5 3 4 3 4 5 4 2 5 5 4 4 2 5 4 4 4 5 4 4 4 4 4 3 4 3 4 4 3 5 4 4 4 3 3 3 4 5 2 3 5 4 3 4 3 5 4 4 4 5 4 4 4 4 4 5

4 4 4 4 3 4 3 4 5 4 3 5 5 4 4 3 5 4 4 5 5 4 4 4 4 4 3 4 4 4 4 2 5 4 4 4 4 2 3 4 1 3 4 2 4 3 4 2 5 5 5 3 5 4 4 3 4 4 5

4 4 4 5 3 4 2 4 5 4 2 5 5 4 5 3 5 4 4 5 5 4 4 4 4 5 4 4 4 4 4 4 5 4 4 4 3 2 3 4 2 4 3 3 4 4 3 4 5 4 4 3 4 4 4 3 4 4 4

4 5 4 5 3 4 2 4 5 4 3 5 5 4 3 4 5 4 4 5 5 4 4 4 4 5 3 4 4 3 4 4 5 4 4 4 4 4 4 4 3 3 4 4 3 4 4 2 4 4 4 3 4 4 4 3 4 4 5

4 5 4 5 3 4 3 4 5 4 2 5 5 5 5 4 5 5 3 5 5 4 4 4 5 4 4 3 4 3 4 4 5 4 2 3 3 3 3 4 4 3 3 5 4 3 2 3 4 5 5 4 5 5 4 4 5 4 4

4 4 4 5 4 5 2 4 5 5 2 5 5 5 5 4 5 5 4 5 5 4 4 4 5 5 3 3 5 4 4 4 5 4 4 3 4 4 3 2 5 3 4 5 3 3 2 4 5 5 5 3 5 5 4 4 5 4 4

2 5 4 5 3 5 2 4 5 4 2 5 5 5 4 4 5 5 3 4 5 4 4 4 5 4 3 3 5 3 4 4 5 5 4 3 3 2 3 2 2 4 3 5 4 4 2 3 5 5 5 2 5 5 4 4 5 4 4

4 5 4 5 4 5 3 4 5 4 4 5 5 4 3 4 4 4 4 5 5 4 4 4 5 4 4 5 5 4 4 4 5 5 4 4 4 2 4 4 4 3 4 5 3 3 4 4 4 5 5 2 4 5 3 4 5 4 3

4 5 4 5 3 5 3 5 5 4 3 5 5 4 3 4 5 4 4 5 5 4 4 4 5 4 3 4 5 3 4 4 5 5 4 4 4 3 4 4 5 2 3 5 3 4 4 2 4 5 5 3 4 5 3 4 5 4 3

4 5 4 5 3 5 3 5 5 3 2 5 5 4 3 4 5 4 3 5 5 4 4 4 5 4 3 4 5 4 4 4 5 5 4 4 4 2 4 4 2 4 2 5 2 4 4 3 4 5 5 3 4 5 3 4 5 4 3

121

LAMPIRAN 12: RELIABILITAS KUALITAS PELAYANAN (TANGIBLES) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,699 ,700

N of Items 4

LAMPIRAN 13: RELIABILITAS KUALITAS PELAYANAN (RELIABILITY) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,533 ,555

N of Items 5

LAMPIRAN 14: RELIABILITAS KUALITAS PELAYANAN (RESPONSIVENESS) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,795 ,796

N of Items 4

LAMPIRAN 15: RELIABILITAS KUALITAS PELAYANAN (ASSURANCE) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,615 ,617

N of Items 4

LAMPIRAN 16: RELIABILITAS KUALITAS PELAYANAN (EMPATHY) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,735 ,738

N of Items 5

LAMPIRAN 17: RELIABILITAS KEPERCAYAAN Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,556 ,552

N of Items 4

122

LAMPIRAN 18: RELIABILITAS KEPUASAN PELANGGAN Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,676 ,683

N of Items 3

LAMPIRAN 19: RELIABILITAS LOYALITAS PELANGGAN (BERLANGGANAN) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,556 ,548

N of Items 3

LAMPIRAN 20: RELIABILITAS LOYALITAS PELANGGAN (PERILAKU PERPINDAHAN) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,621 ,623

N of Items 3

LAMPIRAN 21: RELIABILITAS LOYALITAS PELANGGAN (REKOMENDASI) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,715 ,722

N of Items 3

139

LAMPIRAN 33: RELIABILITAS KUALITAS PELAYANAN (TANGIBLES) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,782 ,784

N of Items 4

LAMPIRAN 34: RELIABILITAS KUALITAS PELAYANAN (RELIABILITY) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,644 ,657

N of Items 4

LAMPIRAN 35: RELIABILITAS KUALITAS PELAYANAN (RESPONSIVENESS) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,519 ,513

N of Items 4

LAMPIRAN 36: RELIABILITAS KUALITAS PELAYANAN (ASSURANCE) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,692 ,693

N of Items 3

LAMPIRAN 37: RELIABILITAS KUALITAS PELAYANAN (EMPATHY) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,799 ,796

N of Items 5

LAMPIRAN 38: RELIABILITAS KEPERCAYAAN Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,819 ,835

N of Items 4

140

LAMPIRAN 39: RELIABILITAS KEPUASAN PELANGGAN Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,823 ,826

N of Items 3

LAMPIRAN 40: RELIABILITAS LOYALITAS PELANGGAN (BERLANGGAN) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,754 ,756

N of Items 3

LAMPIRAN 41: RELIABILITAS (PERILAKU PERPINDAHAN) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,855 ,856

N of Items 3

LAMPIRAN 42: RELIABILITAS LOYALITAS PELANGGAN (REKOMENDASI) Reliability Statistics Cronbach's Alpha Based on Cronbach's Standardized Alpha Items ,844 ,845

N of Items 3

107

LAMPIRAN 2: FACTOR ANALYSIS KUALITAS PELAYANAN (Tangibles) Correlation Matrixa Correlation

Sig. (1-tailed)

KP1.1 KP1.2 KP1.3 KP1.4 KP1.1

KP1.1 1,000 ,374 ,507 ,342

KP1.2 ,374 1,000 ,253 ,360 ,021

KP1.2

,021

KP1.3

,002

,088

KP1.4

,032

,025

KP1.3 ,507 ,253 1,000 ,375 ,002

KP1.4 ,342 ,360 375 1,000 ,032

,088

,025 ,021

,021

a. Determinant = ,492 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig.

,695 19,031 6 ,004

Anti-image Matrices KP1.1 KP1.1 ,670 KP1.2 -,186 KP1.3 -,285 KP1.4 -,081 a Anti-image Correlation KP1.1 ,672 KP1.2 -,254 KP1.3 -,416 KP1.4 -,113 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

a

Component Matrix Component 1 KP1.1 ,782 KP1.2 ,663 KP1.3 ,747 KP1.4 ,708 Extraction Method: Principal Component Analysis. a. 1 components extracted.

KP1.2 -,186 ,799 -,011 -,201 -,254 ,720a -,015 -,255

KP1.3 -,285 -,011 ,697 -,174 -,416 -,015 ,667a -,237

KP1.4 -,081 -,201 -,174 ,774 -,113 -,255 -,237 a ,743

108 Reproduced Correlations Reproduced Correlation

KP1.1 KP1.2 KP1.3 KP1.4 KP1.1

b

Residual

KP1.1 a ,611 ,518 ,584 ,554

KP1.2 ,518 ,440a ,495 ,469 -,145

KP1.2

-,145

KP1.3

-,078

-,242

KP1.4

-,212

-,109

KP1.3 ,584 ,495 ,558a ,529 -,078

KP1.4 ,554 ,469 ,529 a ,501 -,212

-,242

-,109 -,154

-,154

Extraction Method: Principal Component Analysis. a. Reproduced communalities b. Residuals are computed between observed and reproduced correlations. There are 7 (70,0%) nonredundant residuals with absolute values greater than 0.05

LAMPIRAN 3: FACTOR ANALYSIS KUALITAS PELAYANAN (Reliability) Anti-image Matrices KP2.1 KP2.1 ,811 KP2.2 -,269 KP2.3 -,188 KP2.4 -,051 KP2.5 ,012 a Anti-image Correlation KP2.1 ,597 KP2.2 -,325 KP2.3 -,235 KP2.4 -,060 KP2.5 ,015 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

a

Component Matrix Component 1 2 KP2.1 ,656 -,468 KP2.2 ,569 -,605 KP2.3 ,684 ,281 KP2.4 ,501 ,173 KP2.5 ,580 ,642 Extraction Method: Principal Component Analysis. a. 2 components extracted.

KP2.2 -,269 ,849 -,048 -,118 ,032 -,325 ,595a -,059 -,134 ,038

KP2.3 -,188 -,048 ,795 ,005 -,286 -,235 -,059 ,587a ,006 -,354

KP2.4 -,051 -,118 ,005 ,914 -,186 -,060 -,134 ,006 ,636a -,215

KP2.5 ,012 ,032 -,286 -,186 ,821 ,015 ,038 -,354 -,215 a ,547

109 Correlation Matrixa Correlation

Sig. (1-tailed)

KP2.1 KP2.3 KP2.4 KP2.5 KP2.1

KP2.1 1,000 ,288 ,135 ,102

KP2.3 ,288 1,000 ,118 ,373 ,062

KP2.3

,062

KP2.4

,238

,267

KP2.5

,296

,021

KP2.4 ,135 ,118 1,000 ,238 ,238

KP2.5 ,102 ,373 ,238 1,000 ,296

,267

,021 ,103

,103

a. Determinant = ,735 Reproduced Correlations Reproduced Correlation

b

Residual

KP2.1 KP2.2 KP2.3 KP2.4 KP2.5

KP2.1 a ,649 ,657 ,317 ,247

KP2.2 ,657 a ,690 ,219 ,180

KP2.3 ,317 ,219 a ,547 ,392

KP2.4 ,247 ,180 ,392 ,281a

KP2.5 ,080 -,059 ,577 ,402

,080

-,059

,577

,402

,749a

-,293

-,029

-,112

,023

-,062

-,008

,108

-,273

-,204

KP2.1 KP2.2

-,293

KP2.3

-,029

-,062

KP2.4

-,112

-,008

-,273

KP2.5

,023

,108

-,204

-,164 -,164

Extraction Method: Principal Component Analysis. a. Reproduced communalities b. Residuals are computed between observed and reproduced correlations. There are 7 (70,0%) nonredundant residuals with absolute values greater than 0.05. KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig.

,558 8,265 6 ,219

Anti-image Matrices KP2.1 KP2.1 ,906 KP2.3 -,228 KP2.4 -,101 KP2.5 ,025 a Anti-image Correlation KP2.1 ,567 KP2.3 -,269 KP2.4 -,110 KP2.5 ,029 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

KP2.3 -,228 ,798 -,001 -,285 -,269 a ,546 -,002 -,352

KP2.4 -,101 -,001 ,931 -,186 -,110 -,002 a ,608 -,212

KP2.5 ,025 -,285 -,186 ,822 ,029 -,352 -,212 ,548a

110 Component Matrixa Component 1 KP2.1 ,555 KP2.3 ,752 KP2.4 ,516 KP2.5 ,712 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

b

Residual

KP2.1 KP2.3 KP2.4 KP2.5 KP2.1

KP2.1 ,308a ,418 ,286 ,395

KP2.3 ,418 ,566a ,388 ,535 -,130

KP2.3

-,130

KP2.4

-,151

-,270

KP2.5

-,293

-,162

KP2.4 ,286 ,388 a ,266 ,367 -,151

KP2.5 ,395 ,535 ,367 a ,507 -,293

-,270

-,162 -,129

-,129

Extraction Method: Principal Component Analysis. a. Reproduced communalities b. Residuals are computed between observed and reproduced correlations. There are 6 (100,0%) nonredundant residuals with absolute values greater than 0.05.

LAMPIRAN 4: FACTOR ANALYSIS KUALITAS PELAYANAN (RESPONSIVENESS) Correlation Matrixa Correlation

Sig. (1-tailed)

KP3.1 KP3.2 KP3.3 KP3.4 KP3.1

KP3.1 1,000 ,324 ,440 ,534

KP3.2 ,324 1,000 ,688 ,500 ,040

KP3.2

,040

KP3.3

,007

,000

KP3.4

,001

,002

KP3.3 ,440 ,688 1,000 ,481 ,007

KP3.4 ,534 ,500 ,481 1,000 ,001

,000

,002 ,004

,004


,695 37,127 6 ,000

111

Anti-image Matrices KP3.1 KP3.1 ,666 KP3.2 ,049 KP3.3 -,140 KP3.4 -,261 Anti-image Correlation KP3.1 ,706a KP3.2 ,087 KP3.3 -,250 KP3.4 -,416 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

KP3.2 ,049 ,486 -,282 -,148 ,087 ,657a -,590 -,276

KP3.3 -,140 -,282 ,470 -,047 -,250 -,590 a ,682 -,089

KP3.4 -,261 -,148 -,047 ,591 -,416 -,276 -,089 a ,749

a

Component Matrix Component 1 KP3.1 ,708 KP3.2 ,808 KP3.3 ,839 KP3.4 ,795 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

b

Residual

KP3.1 KP3.2 KP3.3 KP3.4 KP3.1

KP3.1 a ,501 ,572 ,594 ,563

KP3.2 ,572 a ,653 ,678 ,642

KP3.3 ,594 ,678 a ,704 ,667

KP3.4 ,563 ,642 ,667 ,633a

-,248

-,154

-,029

,010

-,143

KP3.2

-,248

KP3.3

-,154

,010

KP3.4

-,029

-,143

-,186 -,186


LAMPIRAN 5: FACTOR ANALYSIS KUALITAS PELAYANAN (ASSURANCE) a

Correlation Matrix Correlation

Sig. (1-tailed)

KP4.1 KP4.2 KP4.3 KP4.4 KP4.1

KP4.1 1,000 ,476 ,398 ,171

KP4.2 ,476 1,000 ,296 ,000 ,004

KP4.2

,004

KP4.3

,015

,056

KP4.4

,184

,500

KP4.3 ,398 ,296 1,000 ,381 ,015

KP4.4 ,171 ,000 ,381 1,000 ,184

,056

,500 ,019

,019

112 a. Determinant = ,534 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig.

,601 16,832 6 ,010

Anti-image Matrices KP4.1 KP4.1 ,696 KP4.2 -,298 KP4.3 -,179 KP4.4 -,063 a Anti-image Correlation KP4.1 ,630 KP4.2 -,415 KP4.3 -,254 KP4.4 -,082 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

KP4.2 -,298 ,743 -,129 ,118 -,415 ,582a -,177 ,150

KP4.3 -,179 -,129 ,718 -,282 -,254 -,177 ,632a -,364

KP4.4 -,063 ,118 -,282 ,835 -,082 ,150 -,364 a ,519

a

Component Matrix Component 1 2 KP4.1 ,788 -,271 KP4.2 ,672 -,563 KP4.3 ,773 ,284 KP4.4 ,477 ,780 Extraction Method: Principal Component Analysis. a. 2 components extracted. Reproduced Correlations Reproduced Correlation

b

Residual

KP4.1 KP4.2 KP4.3 KP4.4 KP4.1

KP4.1 a ,695 ,683 ,532 ,165

KP4.2 ,683 a ,769 ,360 -,118 -,207

KP4.2

-,207

KP4.3

-,135

-,063

KP4.4

,006

,118

KP4.3 ,532 ,360 ,678a ,591 -,135

KP4.4 ,165 -,118 ,591 ,836a ,006

-,063

,118 -,210

-,210


113 Correlation Matrixa Correlation

Sig. (1-tailed)

KP4.1 1,000 ,398 ,171

KP4.1 KP4.3 KP4.4 KP4.1 KP4.3

,015

KP4.4

,184

KP4.3 ,398 1,000 ,381 ,015

KP4.4 ,171 ,381 1,000 ,184 ,019

,019


,567 8,957 3 ,030

Anti-image Matrices KP4.1 KP4.1 ,841 KP4.3 -,288 KP4.4 -,019 a Anti-image Correlation KP4.1 ,583 KP4.3 -,365 KP4.4 -,022 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

KP4.3 -,288 ,741 -,276 -,365 ,545a -,347

KP4.4 -,019 -,276 ,854 -,022 -,347 ,591a

Component Matrixa Component 1 KP4.1 ,697 KP4.3 ,834 KP4.4 ,680 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

KP4.1 KP4.3 KP4.4 KP4.1

KP4.1 a ,485 ,581 ,473

KP4.3

-,183

KP4.4

-,303

KP4.3 ,581 a ,696 ,567 -,183

KP4.4 ,473 ,567 ,462a -,303 -,186

-,186


114

LAMPIRAN 6: FACTOR ANALYSIS KUALITAS PELAYANAN (EMPATHY) Correlation Matrixa Correlation

Sig. (1-tailed)

KP5.1 KP5.2 KP5.3 KP5.4 KP5.5 KP5.1

KP5.1 1,000 ,219 ,274 ,489 ,150

KP5.2 ,219 1,000 ,514 ,477 ,347 ,122

KP5.3 ,274 ,514 1,000 ,323 ,377 ,071

KP5.4 ,489 ,477 ,323 1,000 ,429 ,003

KP5.5 ,150 ,347 ,377 ,429 1,000 ,214

,002

,004

,030

,041

,020

KP5.2

,122

KP5.3

,071

,002

KP5.4

,003

,004

,041

KP5.5

,214

,030

,020

,009 ,009


,667 31,256 10 ,001

Anti-image Matrices KP5.1 KP5.1 ,730 KP5.2 ,055 KP5.3 -,130 KP5.4 -,286 KP5.5 ,085 a Anti-image Correlation KP5.1 ,599 KP5.2 ,081 KP5.3 -,187 KP5.4 -,450 KP5.5 ,116 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

a

Component Matrix Component 1 KP5.1 ,578 KP5.2 ,751 KP5.3 ,716 KP5.4 ,789 KP5.5 ,654 Extraction Method: Principal Component Analysis. a. 1 components extracted.

KP5.2 ,055 ,621 -,265 -,200 -,040 ,081 ,690a -,411 -,342 -,058

KP5.3 -,130 -,265 ,667 ,037 -,170 -,187 -,411 ,687a ,061 -,242

KP5.4 -,286 -,200 ,037 ,552 -,206 -,450 -,342 ,061 a ,639 -,323

KP5.5 ,085 -,040 -,170 -,206 ,739 ,116 -,058 -,242 -,323 a ,723


b

Residual

KP5.1 KP5.2 KP5.3 KP5.4 KP5.5 KP5.1

KP5.1 a ,334 ,435 ,414 ,456 ,378

KP5.2

-,215

KP5.3

KP5.2 ,435 ,565a ,538 ,593 ,491 -,215

KP5.3 ,414 ,538 ,512a ,565 ,468 -,140

KP5.4 ,456 ,593 ,565 a ,623 ,516 ,033

KP5.5 ,378 ,491 ,468 ,516 a ,428 -,228

-,024

-,116

-,144

-,242

-,091

-,140

-,024

KP5.4

,033

-,116

-,242

KP5.5

-,228

-,144

-,091

-,087 -,087


LAMPIRAN 7: FACTOR ANALYSIS KEPERCAYAAN KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig.

,618 9,133 6 ,166

Anti-image Matrices KPR1 KPR1 ,823 KPR2 -,159 KPR3 -,145 KPR4 -,234 a Anti-image Correlation KPR1 ,629 KPR2 -,188 KPR3 -,175 KPR4 -,275 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

Component Matrixa Component 1 KPR1 ,732 KPR2 ,599 KPR3 ,711 KPR4 ,564 Extraction Method: Principal Component Analysis. a. 1 components extracted.

KPR2 -,159 ,872 -,225 ,058 -,188 a ,596 -,263 ,066

KPR3 -,145 -,225 ,840 -,125 -,175 -,263 a ,646 -,145

KPR4 -,234 ,058 -,125 ,884 -,275 ,066 -,145 a ,586


b

Residual

KPR1 a ,536 ,439 ,521 ,413

KPR1 KPR2 KPR3 KPR4 KPR1

KPR2 ,439 ,359a ,426 ,338 -,189

KPR2

-,189

KPR3

-,236

-,117

KPR4

-,103

-,288

KPR3 ,521 ,426 ,506a ,401 -,236

KPR4 ,413 ,338 ,401 a ,318 -,103

-,117

-,288 -,192

-,192


LAMPIRAN 8: FACTOR ANALYSIS KEPUASAN PELAYANAN a

Correlation Matrix Correlation

Sig. (1-tailed)

KPL1 KPL2 KPL3 KPL1

KPL1 1,000 ,398 ,267

KPL2

,015

KPL3

,077

KPL2 ,398 1,000 ,590 ,015

KPL3 ,267 ,590 1,000 ,077 ,000

,000


,593 16,339 3 ,001

Anti-image Matrices KPL1 KPL1 ,840 KPL2 -,218 KPL3 -,032 Anti-image Correlation KPL1 ,702a KPL2 -,309 KPL3 -,043 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

a

Component Matrix Component 1 KPL1 ,661 KPL2 ,870 KPL3 ,810 Extraction Method: Principal Component Analysis.

KPL2 -,218 ,590 -,339 -,309 a ,562 -,547

KPL3 -,032 -,339 ,651 -,043 -,547 a ,582

117 a. 1 components extracted. Reproduced Correlations Reproduced Correlation

b

Residual

KPL1 KPL2 KPL3 KPL1

KPL1 a ,437 ,575 ,536

KPL2

-,177

KPL3

-,269

KPL2 ,575 ,758a ,705 -,177

KPL3 ,536 ,705 ,656a -,269 -,116

-,116


LAMPIRAN 9: FACTOR ANALYSIS LOYALITAS PELANGGAN (BERLANGGANAN) Correlation Matrixa Correlation

Sig. (1-tailed)

LP1.1 LP1.2 LP1.3 LP1.1

LP1.1 1,000 ,357 ,408

LP1.2

,026

LP1.3

,013

LP1.2 ,357 1,000 ,098 ,026

LP1.3 ,408 ,098 1,000 ,013 ,303

,303


,515 8,732 3 ,033

Anti-image Matrices LP1.1 LP1.1 ,732 LP1.2 -,278 LP1.3 -,313 a Anti-image Correlation LP1.1 ,510 LP1.2 -,349 LP1.3 -,401 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

Component Matrixa Component 1 LP1.1 ,852 LP1.2 ,627 LP1.3 ,689

LP1.2 -,278 ,870 ,047 -,349 ,523a ,056

LP1.3 -,313 ,047 ,831 -,401 ,056 ,518a

118 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

LP1.1 LP1.2 LP1.3 LP1.1

LP1.1 a ,725 ,534 ,587

LP1.2

-,177

LP1.3

-,179

LP1.2 ,534 a ,393 ,432 -,177

LP1.3 ,587 ,432 a ,475 -,179 -,334

-,334


LAMPIRAN 10: FACTOR ANALYSIS LOYALITAS PELANGGAN (PERILAKU PERPINDAHAN) Correlation Matrixa

Correlation

Sig. (1-tailed)

LP2.1 LP2.2 LP2.3 LP2.1

LP2.1 1,000 ,279 ,474

LP2.2

,067

LP2.3

,004

LP2.2 ,279 1,000 ,312 ,067

LP2.3 ,474 ,312 1,000 ,004 ,047

,047


,616 10,385 3 ,016

Anti-image Matrices LP2.1 LP2.1 ,756 LP2.2 -,128 LP2.3 -,317 a Anti-image Correlation LP2.1 ,597 LP2.2 -,157 LP2.3 -,424 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

LP2.2 -,128 ,880 -,172 -,157 ,715a -,212

LP2.3 -,317 -,172 ,740 -,424 -,212 ,589a

119 a

Component Matrix Component 1 LP2.1 ,792 LP2.2 ,660 LP2.3 ,810 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

b

Residual

LP2.1 LP2.2 LP2.3 LP2.1

LP2.1 ,627a ,523 ,641

LP2.2

-,243

LP2.3

-,167

LP2.2 ,523 a ,436 ,534 -,243

LP2.3 ,641 ,534 a ,656 -,167 -,222

-,222


LAMPIRAN 11: FACTOR ANALYSIS LOYALITAS PELANGGAN (REKOMENDASI) Correlation Matrixa

Correlation

Sig. (1-tailed)

LP3.1 LP3.2 LP3.3 LP3.1

LP3.1 1,000 ,585 ,295

LP3.2

,000

LP3.3

,057

LP3.2 ,585 1,000 ,512 ,000

LP3.3 ,295 ,512 1,000 ,057 ,002

,002


,595 19,669 3 ,000

Anti-image Matrices Anti-image Covariance

Anti-image Correlation

LP3.1 LP3.2 LP3.3 LP3.1 LP3.2 LP3.3

LP3.1 ,657 -,313 ,005 a ,606 -,529 ,007

LP3.2 -,313 ,531 -,274 -,529 a ,562 -,438

LP3.3 ,005 -,274 ,737 ,007 -,438 ,645a

120 a. Measures of Sampling Adequacy(MSA) a

Component Matrix Component 1 LP3.1 ,784 LP3.2 ,888 LP3.3 ,732 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

LP3.1 LP3.2 LP3.3 LP3.1

LP3.1 a ,615 ,696 ,573

LP3.2

-,111

LP3.3

-,278

LP3.2 ,696 a ,789 ,650 -,111

LP3.3 ,573 ,650 a ,535 -,278 -,137

-,137


126

Lampiran 23: FACTOR ANALYSIS KUALITAS PELAYANAN (Tangibles) Correlation Matrixa Correlation

Sig. (1-tailed)

KP1.1 KP1.2 KP1.3 KP1.4 KP1.1

KP1.1 1,000 ,536 ,512 ,362

KP1.2 ,536 1,000 ,499 ,461 ,000

KP1.2

,000

KP1.3

,000

,000

KP1.4

,000

,000

KP1.3 ,512 ,499 1,000 ,482 ,000

KP1.4 ,362 ,461 ,482 1,000 ,000

,000

,000 ,000

,000


,768 194,226 6 ,000

Anti-image Matrices KP1.1 KP1.1 ,631 KP1.2 -,217 KP1.3 -,189 KP1.4 -,033 Anti-image Correlation KP1.1 ,757a KP1.2 -,351 KP1.3 -,304 KP1.4 -,049 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

Component Matrixa Component 1 KP1.1 ,775 KP1.2 ,806 KP1.3 ,805 KP1.4 ,728 Extraction Method: Principal Component Analysis. a. 1 components extracted.

KP1.2 -,217 ,603 -,127 -,165 -,351 ,763a -,211 -,254

KP1.3 -,189 -,127 ,608 -,194 -,304 -,211 ,768a -,297

KP1.4 -,033 -,165 -,194 ,701 -,049 -,254 -,297 ,788a


Residualb

KP1.1 KP1.2 KP1.3 KP1.4 KP1.1

KP1.1 ,601a ,625 ,624 ,564

KP1.2 ,625 ,650a ,649 ,587 -,089

KP1.2

-,089

KP1.3

-,112

-,150

KP1.4

-,202

-,126

KP1.3 ,624 ,649 ,648a ,586 -,112

KP1.4 ,564 ,587 ,586 ,530a -,202

-,150

-,126 -,104

-,104


LAMPIRAN 24: FACTOR ANALYSYS KUALITAS PELAYANAN (RELIABILITY) Correlation Matrixa Correlation

Sig. (1-tailed)

KP2.1 KP2.3 KP2.4 KP2.5

KP2.1 1,000 ,321 ,371

KP2.3 ,321 1,000 ,250

KP2.4 ,371 ,250 1,000

KP2.5 ,255 ,415 ,329

,255

,415

,329

1,000

,000

,000

,000

,000

,000

KP2.1 KP2.3

,000

KP2.4

,000

,000

KP2.5

,000

,000

,000 ,000


,679 95,485 6 ,000

Anti-image Matrices KP2.1 KP2.1 ,804 KP2.3 -,170 KP2.4 -,235 KP2.5 -,051 Anti-image Correlation KP2.1 ,690a KP2.3 -,216 KP2.4 -,293 KP2.5 -,065 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

KP2.3 -,170 ,775 -,048 -,263 -,216 ,671a -,060 -,340

KP2.4 -,235 -,048 ,801 -,176 -,293 -,060 ,688a -,225

KP2.5 -,051 -,263 -,176 ,770 -,065 -,340 -,225 ,669a

128 Component Matrixa Component 1 KP2.1 ,687 KP2.3 ,712 KP2.4 ,690 KP2.5 ,718 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

KP2.1 KP2.3 KP2.4 KP2.5 KP2.1

KP2.1 ,472a ,489 ,474 ,494

KP2.3 ,489 ,507a ,491 ,512 -,168

KP2.3

-,168

KP2.4

-,103

-,241

KP2.5

-,239

-,097

KP2.4 ,474 ,491 ,475a ,495 -,103

KP2.5 ,494 ,512 ,495 ,516a -,239

-,241

-,097 -,166

-,166


LAMPIRAN 25: FACTOR ANALYSIS KUALITAS PELAYANAN (RESPONSIVENESS) Correlation Matrixa Correlation

Sig. (1-tailed)

KP3.1 KP3.2 KP3.3 KP3.4 KP3.1

KP3.1 1,000 ,324 ,190 ,156

KP3.2 ,324 1,000 ,367 ,113

KP3.3 ,190 ,367 1,000 ,100

KP3.4 ,156 ,113 ,100 1,000

,000

,005

,018

,000

,065

KP3.2

,000

KP3.3

,005

,000

KP3.4

,018

,065

,091 ,091


,612 52,020 6 ,000

129 Anti-image Matrices KP3.1 KP3.1 ,876 KP3.2 -,226 KP3.3 -,064 KP3.4 -,113 Anti-image Correlation KP3.1 ,639a KP3.2 -,270 KP3.3 -,074 KP3.4 -,122 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

KP3.2 -,226 ,797 -,269 -,040 -,270 ,582a -,325 -,046

KP3.3 -,064 -,269 ,857 -,049 -,074 -,325 ,613a -,054

KP3.4 -,113 -,040 -,049 ,969 -,122 -,046 -,054 ,703a

Component Matrixa Component 1 KP3.1 ,668 KP3.2 ,773 KP3.3 ,681 KP3.4 ,393 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

KP3.1 KP3.2 KP3.3 KP3.4 KP3.1

KP3.1 ,446a ,516 ,455 ,262

KP3.2 ,516 ,597a ,526 ,304 -,192

KP3.2

-,192

KP3.3

-,264

-,159

KP3.4

-,107

-,190

KP3.3 ,455 ,526 ,464a ,267 -,264

KP3.4 ,262 ,304 ,267 ,154a -,107

-,159

-,190 -,167

-,167


LAMPIRAN 26: FACTOR ANALYSIS KUALITAS PELAYANAN (ASSURANCE) Correlation Matrixa

Correlation

Sig. (1-tailed)

KP4.1 KP4.3 KP4.4 KP4.1

KP4.1 1,000 ,506 ,313

KP4.3

,000

KP4.4

,000

a. Determinant = ,575

KP4.3 ,506 1,000 ,469 ,000

KP4.4 ,313 ,469 1,000 ,000 ,000

,000

130 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig.

,630 98,180 3 ,000

Anti-image Matrices KP4.1 KP4.1 ,737 KP4.3 -,293 KP4.4 -,075 Anti-image Correlation KP4.1 ,647a KP4.3 -,428 KP4.4 -,099 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

KP4.3 -,293 ,637 -,266 -,428 ,593a -,380

KP4.4 -,075 -,266 ,772 -,099 -,380 ,674a

Component Matrixa Component 1 KP4.1 ,767 KP4.3 ,852 KP4.4 ,741 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

KP4.1 KP4.3 KP4.4 KP4.1

KP4.1 ,589a ,654 ,569

KP4.3

-,148

KP4.4

-,256

KP4.3 ,654 ,726a ,631

KP4.4 ,569 ,631 ,549a

-,148

-,256 -,162

-,162


131

LAMPIRAN 27: FACTOR ANALYSIS KUALITAS PELAYANAN (EMPATHY) Correlation Matrixa Correlation

KP5.1 KP5.2 KP5.3 KP5.4 KP5.5

Sig. (1-tailed)

KP5.1

KP5.1 1,000 ,578 ,616 ,260 ,362

KP5.2 ,578 1,000 ,627 ,330 ,478

KP5.3 ,616 ,627 1,000 ,306 ,551

KP5.4 ,260 ,330 ,306 1,000 ,283

KP5.5 ,362 ,478 ,551 ,283 1,000

,000

,000

,000

,000

,000

,000

,000

,000

,000

KP5.2

,000

KP5.3

,000

,000

KP5.4

,000

,000

,000

KP5.5

,000

,000

,000

,000 ,000


,804 287,912 10 ,000

Anti-image Matrices KP5.1 ,559 -,162 -,190 -,030 ,022 Anti-image Correlation KP5.1 ,792a KP5.2 -,302 KP5.3 -,381 KP5.4 -,043 KP5.5 ,036 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

Component Matrixa Component 1 KP5.1 ,775 KP5.2 ,829 KP5.3 ,858 KP5.4 ,520 KP5.5 ,717 Extraction Method: Principal Component Analysis. a. 1 components extracted.

KP5.1 KP5.2 KP5.3 KP5.4 KP5.5

KP5.2 -,162 ,515 -,145 -,094 -,107 -,302 ,818a -,302 -,141 -,185

KP5.3 -,190 -,145 ,446 -,039 -,184 -,381 -,302 ,767a -,063 -,340

KP5.4 -,030 -,094 -,039 ,863 -,085 -,043 -,141 -,063 ,901a -,112

KP5.5 ,022 -,107 -,184 -,085 ,659 ,036 -,185 -,340 -,112 ,819a

132

Reproduced Correlations Reproduced Correlation

Residualb

KP5.1 KP5.2 KP5.3 KP5.4 KP5.5 KP5.1

KP5.1 ,601a ,643 ,665 ,403 ,556

KP5.2 ,643 ,688a ,711 ,431 ,595

KP5.3 ,665 ,711 ,736a ,446 ,615

KP5.4 ,403 ,431 ,446 ,271a ,373

KP5.5 ,556 ,595 ,615 ,373 ,514a

-,065

-,049

-,143

-,194

-,084

-,101

-,117

-,140

-,064

KP5.2

-,065

KP5.3

-,049

-,084

KP5.4

-,143

-,101

-,140

KP5.5

-,194

-,117

-,064

-,090 -,090


LAMPIRAN 28: FACTOR ANALYSIS KEPERCAYAAN Correlation Matrixa Correlation

Sig. (1-tailed)


KPR1 1,000 ,459 ,465 ,293

KPR2 ,459 1,000 ,747 ,701 ,000

KPR2

,000

KPR3

,000

,000

KPR4

,000

,000

KPR3 ,465 ,747 1,000 ,692 ,000

KPR4 ,293 ,701 ,692 1,000 ,000

,000

,000 ,000

,000


,771 340,150 6 ,000



KPR1 KPR2 KPR3 KPR4 KPR1 KPR2 KPR3 KPR4

KPR1 ,743 -,115 -,124 ,073 ,806a -,224 -,238 ,129

KPR2 -,115 ,358 -,155 -,158 -,224 ,762a -,429 -,400

KPR3 -,124 -,155 ,365 -,148 -,238 -,429 ,768a -,372

KPR4 ,073 -,158 -,148 ,437 ,129 -,400 -,372 ,770a

133 a. Measures of Sampling Adequacy(MSA) Component Matrixa Component 1 KPR1 ,627 KPR2 ,901 KPR3 ,900 KPR4 ,838 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb


KPR1 ,394a ,565 ,564 ,526

KPR2 ,565 ,812a ,811 ,755 -,107

KPR2

-,107

KPR3

-,100

-,064

KPR4

-,232

-,054

KPR3 ,564 ,811 ,809a ,754 -,100

KPR4 ,526 ,755 ,754 ,702a -,232

-,064

-,054 -,062

-,062


LAMPIRAN 29: FACTOR ANALYSIS KEPUASAN PELANGGAN Correlation Matrixa Correlation

Sig. (1-tailed)

KPL1 KPL2 KPL3 KPL1

KPL1 1,000 ,662 ,499

KPL2

,000

KPL3

,000

KPL2 ,662 1,000 ,677 ,000

KPL3 ,499 ,677 1,000 ,000 ,000

,000


,675 212,428 3 ,000

134

Anti-image Matrices KPL1 KPL1 ,557 KPL2 -,240 KPL3 -,050 Anti-image Correlation KPL1 ,720a KPL2 -,508 KPL3 -,091 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

KPL2 -,240 ,401 -,248 -,508 ,622a -,534

KPL3 -,050 -,248 ,537 -,091 -,534 ,707a

Component Matrixa Component 1 KPL1 ,832 KPL2 ,911 KPL3 ,840 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

KPL1 KPL2 KPL3 KPL1

KPL1 ,692a ,758 ,699

KPL2

-,096

KPL3

-,200

KPL2 ,758 ,831a ,766 -,096

KPL3 ,699 ,766 ,706a -,200 -,088

-,088


LAMPIRAN 30: FACTOR ANALYSIS LOYALITAS PELANGGAN (BERLANGGANAN) Correlation Matrixa Correlation

Sig. (1-tailed)

a.

LP1.1 LP1.2 LP1.3 LP1.1

LP1.1 1,000 ,554 ,527

LP1.2

,000

LP1.3

,000

Determinant = ,477

LP1.2 ,554 1,000 ,445 ,000

LP1.3 ,527 ,445 1,000 ,000 ,000

,000

135

KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig.

,682 131,126 3 ,000

Anti-image Matrices LP1.1 LP1.1 ,595 LP1.2 -,263 LP1.3 -,241 Anti-image Correlation LP1.1 ,648a LP1.2 -,420 LP1.3 -,376 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

LP1.2 -,263 ,661 -,146 -,420 ,694a -,216

LP1.3 -,241 -,146 ,689 -,376 -,216 ,717a

Component Matrixa Component 1 LP1.1 ,853 LP1.2 ,811 LP1.3 ,796 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

LP1.1 LP1.2 LP1.3 LP1.1

LP1.1 ,728a ,692 ,679

LP1.2

-,138

LP1.3

-,152

LP1.2 ,692 ,658a ,645 -,138

LP1.3 ,679 ,645 ,633a -,152 -,201

-,201


136

LAMPIRAN 31: FACTOR ANALYSIS LOYALITAS PELANGGAN (PERILAKU PERPINDAHAN) Correlation Matrixa Correlation

Sig. (1-tailed)

LP2.1 LP2.2 LP2.3 LP2.1

LP2.1 1,000 ,645 ,695

LP2.2

,000

LP2.3

,000

LP2.2 ,645 1,000 ,653

LP2.3 ,695 ,653 1,000

,000

,000 ,000

,000


,732 238,655 3 ,000

Anti-image Matrices LP2.1 LP2.1 ,453 LP2.2 -,168 LP2.3 -,213 Anti-image Correlation LP2.1 ,721a LP2.2 -,351 LP2.3 -,473 a. Measures of Sampling Adequacy(MSA) Anti-image Covariance

LP2.2 -,168 ,503 -,176 -,351 ,763a -,372

LP2.3 -,213 -,176 ,445 -,473 -,372 ,715a

Component Matrixa Component 1 LP2.1 ,886 LP2.2 ,867 LP2.3 ,890 Extraction Method: Principal Component Analysis. a. 1 components extracted. Reproduced Correlations Reproduced Correlation

Residualb

LP2.1 LP2.2 LP2.3 LP2.1

LP2.1 ,785a ,769 ,788

LP2.2

-,124

LP2.3

-,093

LP2.2 ,769 ,752a ,772 -,124

LP2.3 ,788 ,772 ,791a -,093 -,119

-,119

137 Extraction Method: Principal Component Analysis. a. Reproduced communalities b. Residuals are computed between observed and reproduced correlations. There are 3 (100,0%) nonredundant residuals with absolute values greater than 0.05.

LAMPIRAN 32: FACTOR ANALYSIS LOYALITAS PELANGGAN (REKOMENDASI) Correlation Matrixa Correlation

Sig. (1-tailed)

LP3.1 LP3.2 LP3.3 LP3.1

LP3.1 1,000 ,720 ,545

LP3.2

,000

LP3.3

,000

LP3.2 ,720 1,000 ,672

LP3.3 ,545 ,672 1,000

,000

,000 ,000

,000


,690 238,267 3 ,000



LP3.1 LP3.2 LP3.3

LP3.1 ,475 -,239

LP3.2 -,239 ,370

LP3.3 -,060 -,215

-,060

-,215

,541

a

-,570 ,636a -,481

-,118 -,481 ,753a

LP3.1 ,706 LP3.2 -,570 LP3.3 -,118 a. Measures of Sampling Adequacy(MSA) a

Component Matrix Component 1 LP3.1 ,864 LP3.2 ,917 LP3.3 ,840 Extraction Method: Principal Component Analysis. a. 1 components extracted.


Residualb

LP3.1 LP3.2 LP3.3 LP3.1

LP3.1 ,747a ,792 ,726

LP3.2

-,073

LP3.3

-,181

LP3.2 ,792 ,841a ,771 -,073

LP3.3 ,726 ,771 ,706a -,181 -,099

-,099


KUALITAS PELAYANAN KEPERCAYAAN KEPUASAN LOYALITAS PELANGGAN RES KP1.1 KP1.2 KP1.3 KP1.4 KP2.1 KP2.2 KP2.3 KP2.4 KP2.5 KP3.1 KP3.2 KP3.3 KP3.4 KP4

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