L1 Kuisioner Strategi Bersaing dan Customer Relationship Management terhadap Loyalitas Pelanggan
Petunjuk Pengisisan: 1. Isilah identitas dengan benar pada kolom yang disediakan 2. Isilah semua nomor dalam angket ini dan jangan ada yang terewatkan 3. Beri tanda √ pada kolom yang anda pilih 4. Keterangan: STS
= Sangat Tidak Setuju
(1)
TS
= Tidak Setuju
(2)
N
= Netral
(3)
S
= Setuju
(4)
SS
= Sangat Setuju
(5)
Nama Perusahaan No
:__________________________
Keterangan
STS
Strategi Bersaing 1
Perusahaan selalu melakukan diferensiasi dalam produk dan pelayanan
2
Perusahaan memiliki fokus dalam menghasilkan produk dan jasa
TS
N
S
SS
3
Perusahaan memiliki konsep yang jelas dalam menjalankan bisnisnya
4
Perusahaan memiliki kemampuan spesifik yang tidak mudah ditiru
5
Kualitas pelayanan jasa yang dilakukan perusahaan menyebabkan pelanggan loyal terhadap perusahaan
Customer Relationship Management 6
Perusahaan senantiasa meng -update informasi yang dibutuhkan pelanggan
7
Proses Layanan jasa yang diberikan memberikan kontribusi terhadap produktivitas dan profitabilitas bagi perusahaan
8
Perusahaan memiliki Account Manager yang mengerti kebutuhan pelanggan dan senantiasa menjalin hubungan baik dengan pelanggan.
Loyalitas Pelanggan 9
Layanan jasa yang diberikan senantiasa meciptakan hubungan yang baik dengan perusahaan
10
Pelanggan tidak akan menggunakan layanan jasa lain yang ditawarkan perusahaan lain
11
Pelanggan akan terus menerus berhubungan dengan perusahaan di masa yang akan datang
L2 Output Lisrel 8.80 Nilai Statistik Goodness of Fit, Uji Normalitas dan Path Diagram 90 Depress path.out DATE: 12/ 4/2009 TIME: 14:52 LISREL 8.80 (STUDENT EDITION) BY Karl G. J”reskog & Dag S”rbom 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., 1981-2006 Use of this program is subject to the terms specified in the Universal Copyright Convention. Website: www.ssicentral.com
The following lines were read from file C:\data skripsi\test 10 riil revisi 3 \depress path.SPJ:
SYSTEM FILE from file ‘C:\data skripsi\test 10 riil revisi 3 \depress path.DSF’ Sample Size = 55 Latent Variables loyalita strategi crm Relationships Y1 = 0.71*loyalita Y2 = loyalita
Y3 = loyalita X1 = strategi X2 = strategi X3 = strategi X4 = crm X5 = crm X6 = crm loyalita = strategi crm Set the Variance of strategi to 1.00 Set the Variance of crm to 1.00 Path Diagram End of Problem
Sample Size =
Covariance
Y1
55
atriz
Y2
Y3
X1
X2
X3
-------- -------- -------- -------- -------- -------Y1
0.67
Y2
0.48
0.71
Y3
0.46
0.47
0.53
X1
0.28
0.28
0.32
0.39
X2
0.32
0.34
0.34
0.28
0.40
X3
0.33
0.39
0.30
0.28
0.19
0.46
X4
0.43
0.43
0.41
0.31
0.28
0.30
X5
0.52
0.43
0.44
0.28
0.30
0.28
X6
0.43
0.36
0.45
0.37
0.33
0.26
Covariance
X4
atriz
X5
X6
-------- -------- -------X4
0.56
X5
0.43
0.55
X6
0.37
0.39
0.65
Number of Iterations = 13
LISREL Estimates (Maximum Likelihood)
Measurement Equations
Y1 = 0.71*loyalita, Errorvar.= 0.17 , Rý = 0.74 (0.039) 4.42
Y2 = 0.67*loyalita, Errorvar.= 0.26 , Rý = 0.64 (0.090) 7.46
(0.054) 4.74
Y3 = 0.68*loyalita, Errorvar.= 0.078 , Rý = 0.85 (0.069) 9.86
(0.023) 3.47
X1 = 0.53*strategi, Errorvar.= 0.11 , Rý = 0.73 (0.071) 7.52
(0.030) 3.52
X2 = 0.51*strategi, Errorvar.= 0.14 , Rý = 0.66 (0.074) 6.97
(0.034) 4.03
X3 = 0.48*strategi, Errorvar.= 0.23 , Rý = 0.50 (0.083) 5.73
(0.050) 4.61
X4 = 0.61*crm, Errorvar.= 0.18 , Rý = 0.68 (0.084) 7.33
(0.039) 4.61
X5 = 0.66*crm, Errorvar.= 0.11 , Rý = 0.79 (0.079) 8.29
(0.029) 3.93
X6 = 0.63*crm, Errorvar.= 0.25 , Rý = 0.61 (0.093) 6.76
(0.053) 4.79
Structural Equations loyalita = - 0.10*strategi + 1.09*crm, Errorvar.= -0.015 , Rý = 1.02 (0.32)
(0.34)
(0.055)
-0.32
3.22
-0.28
Correlation Matrix of Independent Variables
strategi
crm
--------
--------
strategi
1.00
crm
0.91
1.00
(0.05) 18.04
Covariance Matrix of Latent Variables
loyalita strategi
crm
-------- -------- -------loyalita
0.99
strategi
0.90
1.00
crm
1.00
0.91
1.00
Goodness of Fit Statistics
Degrees of Freedom = 24 Minimum Fit Function Chi-Square = 65.84 (P = 0.00)
Normal Theory Weighted Least Squares Chi-Square = 56.41 (P = 0.00020) Estimated Non-centrality Parameter (NCP) = 32.41 90 Percent Confidence Interval for NCP = (14.23 ; 58.29)
Minimum Fit Function Value = 1.22 Population Discrepancy Function Value (F0) = 0.60 90 Percent Confidence Interval for F0 = (0.26 ; 1.08) Root Mean Square Error of Approximation (RMSEA) = 0.16 90 Percent Confidence Interval for RMSEA = (0.10 ; 0.21) P-Value for Test of Close Fit (RMSEA < 0.05) = 0.0014
Expected Cross-Validation Index (ECVI) = 1.82 90 Percent Confidence Interval for ECVI = (1.49 ; 2.30) ECVI for Saturated Model = 1.67 ECVI for Independence Model = 16.24
Chi-Square for Independence Model with 36 Degrees of Freedom = 858.82 Independence AIC = 876.82 Model AIC = 98.41 Saturated AIC = 90.00 Independence CAIC = 903.89 Model CAIC = 161.56 Saturated CAIC = 225.33
Normed Fit Index (NFI) = 0.92 Non-Normed Fit Index (NNFI) = 0.92 Parsimony Normed Fit Index (PNFI) = 0.62 Comparative Fit Index (CFI) = 0.95
Incremental Fit Index (IFI) = 0.95 Relative Fit Index (RFI) = 0.89
Critical N (CN) = 36.25
Root Mean Square Residual (RMR) = 0.030 Standardized RMR = 0.056 Goodness of Fit Index (GFI) = 0.81 Adjusted Goodness of Fit Index (AGFI) = 0.65 Parsimony Goodness of Fit Index (PGFI) = 0.43
The Modification Indices Suggest to Add the Path to from X1
crm
Decrease in Chi-Square 12.3
New Estimate
-1.20
The Modification Indices Suggest to Add an Error Covariance Between
and
Decrease in Chi-Square
X3
X2
9.3
-0.10
X5
Y1
12.7
0.09
X6
X1
9.6
0.09 Time used:
New Estimate
0.047 Seconds
2. Uji Normalitas
DATE: 12/07/2009 TIME: 15:01 P R E L I S 2.80 (STUDENT) BY Karl G. J”reskog & Dag S”rbom 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., 1981-2006 Use of this program is subject to the terms specified in the Universal Copyright Convention. Website: www.ssicentral.com
The following lines were read from file C:\data skripsi\test 10 riil revisi 3\depress.PR2: SY='C:\data skripsi\test 10 riil revisi 3 kemungkinan yang dipakai (dipake 3)\depress.PSF' NS 1 2 3 4 5 6 7 8 9 OU MA=CM RA=depress_normal.psf XM Total Sample Size =
55
Univariate Summary Statistics for Continuous Variables
Variable Freq.
Mean
--------
----
St. Dev.
T-Value Skewness Kurtosis Minimum Freq. Maximum
--------
-------
--------
--------
------- -----
-------
----
X1
4.091
0.624
48.598
0.060
0.157
2.728
3
5.370
4
X2
3.927
0.634
45.936
-0.043
2.988
2.376
4
5.396
5
X3
3.800
0.678
41.585
-0.366
2.221
2.286
5
5.504
3
X4
4.000
0.745
39.799
0.045
0.867
2.402
5
5.290
10
X5
3.836
0.739
38.476
-0.136
1.641
2.300
6
5.450
5
X6
4.018
0.805
37.024
-0.116
0.034
2.380
5
5.206
13
Y1
3.873
0.818
35.123
-0.034
0.671
2.311
7
5.370
8
Y2
3.818
0.841
33.675
-0.039
0.667
2.277
8
5.425
7
Y3
3.855
0.731
39.118
-0.098
1.950
2.307
6
5.480
5
Test of Univariate Normality for Continuous Variables
Skewness
Variable Z-Score P-Value
X1
Kurtosis
Z-Score P-Value
Skewness and Kurtosis
Chi-Square P-Value
0.195 0.845
0.467 0.640
0.256 0.880
X2 -0.140 0.889
2.800 0.005
7.857 0.020
X3 -1.169 0.243
2.394 0.017
7.097 0.029
X4
0.146 0.884
1.348 0.178
1.838 0.399
X5 -0.443 0.658
2.013 0.044
4.247 0.120
X6 -0.379 0.705
0.272 0.786
0.217 0.897
Y1 -0.109 0.913
1.138 0.255
1.307 0.520
Y2 -0.126 0.900
1.134 0.257
1.301 0.522
Y3 -0.318 0.751
2.226 0.026
5.054 0.080
Histograms for Continuous Variables
X1 Frequency Percentage Lower Class Limit 3
5.5
2.728
2
3.6
2.992
0
0.0
3.256
0
0.0
3.520
29
52.7
3.785
0
0.0
4.049
0
0.0
4.313
17
30.9
0
0.0
4.841
4
7.3
5.106
4.577
X2 Frequency Percentage Lower Class Limit 4
7.3
2.376
1
1.8
2.678
0
0.0
2.980
0
0.0
3.282
0
0.0
3.584
45
81.8
0
0.0
4.188
0
0.0
4.490
0
0.0
4.792
5
9.1
5.094
X3
3.886
Frequency Percentage Lower Class Limit 5
9.1
2.286
4
7.3
2.608
0
0.0
2.930
0
0.0
3.252
0
0.0
3.573
43
78.2
0
0.0
4.217
0
0.0
4.539
0
0.0
4.860
3
5.5
5.182
3.895
X4 Frequency Percentage Lower Class Limit 5
9.1
2.402
0
0.0
2.691
0
0.0
2.980
0
0.0
3.268
0
0.0
3.557
40
72.7
0
0.0
4.135
0
0.0
4.423
0
0.0
4.712
10
18.2
5.001
X5 Frequency Percentage Lower Class Limit 6
10.9
2.300
2
3.6
2.615
0
0.0
2.930
0
0.0
3.245
3.846
0
0.0
3.560
42
76.4
3.875
0
0.0
4.190
0
0.0
4.505
0
0.0
4.820
5
9.1
5.135
X6 Frequency Percentage Lower Class Limit 5
9.1
2.380
2
3.6
2.662
0
0.0
2.945
0
0.0
3.228
0
0.0
3.510
35
63.6
3.793
0
0.0
4.075
0
0.0
4.358
0
0.0
4.640
13
23.6
4.923
Y1 Frequency Percentage Lower Class Limit 7
12.7
2.311
1
1.8
2.617
0
0.0
2.923
0
0.0
3.229
0
0.0
3.535
39
70.9
3.840
0
0.0
4.146
0
0.0
4.452
0
0.0
4.758
8
14.5
5.064
Y2 Frequency Percentage Lower Class Limit 8
14.5
2.277
1
1.8
2.592
0
0.0
2.907
0
0.0
3.222
0
0.0
3.537
39
70.9
3.851
0
0.0
4.166
0
0.0
4.481
0
0.0
4.796
7
12.7
5.111
Y3 Frequency Percentage Lower Class Limit 6
10.9
2.307
1
1.8
2.624
0
0.0
2.942
0
0.0
3.259
0
0.0
3.576
43
78.2
3.893
0
0.0
4.211
0
0.0
4.528
0
0.0
4.845
5
9.1
5.163
Covariance Matrix
X1 --------
X2 --------
X3 --------
X4
X5
X6
--------
--------
--------
X1
0.390
X2
0.162
0.402
X3
0.224
0.112
0.459
X4
0.241
0.242
0.211
0.556
X5
0.186
0.237
0.201
0.350
0.547
X6
0.305
0.254
0.219
0.294
0.282
0.648
Y1
0.190
0.261
0.267
0.343
0.440
0.327
Y2
0.183
0.300
0.328
0.359
0.369
0.250
Y3
0.254
0.293
0.264
0.307
0.340
0.384
Y2
Y3
--------
--------
Covariance Matrix
Y1 -------Y1
0.669
Y2
0.406
0.707
Y3
0.365
0.403
0.534
X2
X3
Means
X1
X4
X5
X6
-------4.091
--------
--------
--------
--------
--------
3.927
3.800
4.000
3.836
4.018
Means
Y1
Y2
Y3
-------- -------- -------3.873
3.818
3.855
Standard Deviations
X1 -------0.624
X2
X3
X4
X5
X6
--------
-------- --------
--------
--------
0.634
0.678
0.739
0.805
0.745
Standard Deviations
Y1
Y2
Y3
-------- -------- -------0.818
0.841
The Problem used
0.731
12496 Bytes (= 0.0% of available workspace)
3. Path Diagram Gambar Path Diagram Structural Equation Modeling (Conceptual Diagram)
Gambar Path Diagram Structural Equation Modeling (Standardized Solution)
Gambar Path Diagram Structural Equation Modeling (Estimates)
Gambar Path Diagram Structural Equation Modeling (t-values)
L3 Data Mentah
X1 4.5 4.5 4 5 4.5 4.5 4 2 4 4.5 3 4 4 4.5 4.5 4 4 4 4.5 4 4.5 4.5 4.5 4 4 4 4 4.5 4 4 4 4 5 4 4 4 4.5 2 4 4 4
X2
X3 4 4 5 4 5 4 4 2 4 4 2 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4 4 2 4 4 4
X4 4 5 4 4 2 4 4 2 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 5 4 2 4 4 2 4 4 4
X5 4 4 5 4 4 5 4 2 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 4 4 4 4 4 2 4 4 4 5 4 2 4 5 2 4 4 4
X6 4 3 4 3 4 4 4 2 4 4 2 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 2 4 4 4 5 4 2 4 4 2 4 4 4
Y1 4 4 4 4 5 5 4 2 4 4 2 4 4 4 4 4 4 4 4 5 4 5 5 4 5 4 3 5 2 4 4 4 5 4 4 4 4 2 4 4 5
Y2 5 4 5 2 4 4 4 2 4 4 2 4 4 5 4 4 4 4 4 4 4 5 4 4 4 4 4 4 2 4 4 4 5 5 2 4 4 2 4 4 4
Y3 4 4 5 4 2 3 4 2 5 4 2 4 4 4 4 5 4 4 4 4 4 4 4 4 4 4 4 4 2 4 4 4 5 4 2 4 4 2 4 4 4
4 4 4 4 5 4 4 2 4 4 2 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 2 4 4 4 5 4 2 4 4 2 5 4 4
5 2 4 5 4 4 4 4.5 4 4.5 3.5 4.5 4 4.5
4 2 4 4 4 4 4 4 5 3 4 4 5 4
4 2 4 4 4 4 4 4 3 4 4 4 3 5
5 2 4 4 4 4 5 5 4 4 4 4 5 4
5 2 4 4 4 4 4 4 4 5 5 4 5 4
5 2 4 5 4 4 4 4 5 4 4 4 3 5
5 2 4 4 4 4 4 3 4 4 5 4 4 4
5 2 4 4 4 4 4 4 4 2 4 4 5 5
5 2 4 4 4 4 4 4 4 3 4 4 4 5
