Lampiran 1. Instrumen (Kuesioner) Penelitian KUESIONER PENELITIAN Penelitian tentang: Manajemen Pemasaran PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN, KUALITAS HUBUNGAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN (Studi pada Pelanggan Speedy Telkom di Kabupaten Tabanan)
Kepada Yth, Pelanggan Speedy di Tabanan Dengan Hormat, Bersama ini saya Nama Pekerjaan NIM
:
: I WAYAN SUDASTRA : Mahasiswa Magister Manajemen konsentrasi Pemasaran Universitas Udayana (UNUD) : 06 90 661 028
Sedang mengadakan penelitian dengan judul Tesis “Pengaruh kualitas produk, kualitas pelayanan, kualitas hubungan terhadap kepuasan dan loyalitas pelanggan”. Untuk keperluan tersebut, saya mohon bantuan Bpk/Ibu atau Saudara/i dengan hormat untuk memberikan penilaian melalui kuesioner ini dengan sebenar-benarnya berdasarkan atas apa yang Bpk/ Ibu/ Sdr/ i lakukan berkaitan dengan apa yang Bapak/ Ibu/ Sdr/I rasakan terhadap produk Speedy. Semoga partisipasi yang Bpk/ Ibu/ Sdr/ i berikan dapat bermanfaat untuk kepentingan ilmu pengetahuan serta dapat membantu upaya meningkatkan kepuasan pelanggan. Atas kerjasama dan partisipasi yang diberikan, saya ucapkan terima kasih.
Hormat saya,
I Wayan Sudastra NIM. 06 90 661 028
149
Petunjuk pengisian : Pada pertanyaan di bawah ini, Anda dimohon untuk mengisi pertanyaanpertanyaan tersebut dengan keadaan/ kondisi yang sebenarnya. IDENTITAS RESPONDEN 1. Jenis Kelamin : a. Pria b. Wanita 2. Usia saat ini : (Pilih salah satu dibawah ini) a. < 20 thn d. 41 thn - 50 thn b. 20 thn - 30 thn e. > 50 thn c. 31 thn - 40 thn 3. Pendidikan terakhir : (Pilih salah satu dibawah ini) a. SD d. Diploma b. SMP e. S1 c. SMU f. S2/S3 4. Pekerjaan saat ini : (Pilih salah satu dibawah ini) a. PNS d. TNI/ POLRI b. Peg. Swasta e. Lain-lain .......................... c. Wiraswasta 5. Penghasilan per bulan : (Pilih salah satu dibawah ini) a. < Rp500 ribu b. ≥Rp 500 ribu - Rp 1 juta c. ≥ Rp 1 juta - Rp 2 juta d. ≥ Rp 2 juta - Rp 5 juta e. > Rp 5 juta 6. Sudah berapa lama menggunakan speedy: (Pilih salah satu dibawah ini) a. < 3 bulan b. ≥ 3 – 6 bulan c. ≥ 6 – 12 bulan d. ≥1 – 2 tahun e. > 2 tahun
150
Petunjuk Pengisian Silahkan anda pilih jawaban yang menurut anda paling sesuai dengan kondisi yang ada dengan jalan memberikan tanda (√) pada pilihan jawaban yang tersedia. Keterangan : SS = Sangat Setuju TS= Tidak Setuju ST = Setuju STS = Sangat Tidak Setuju RG = Ragu-ragu KUALITAS PRODUK
INDIKATOR
SS 5
JAWABAN ST RG TS 4 3 2
STS 1
SS 5
JAWABAN ST RG TS 4 3 2
STS 1
1. Saya merasa menggunakan internet dengan speedy jarang sekali mengalami hambatan dalam penggunaannya 2. Saya merasa speedy mudah digunakan 3. Saya merasa speedy memiliki kelengkapan 4. Saya merasa kualitas jaringan speedy tidak pernah bermasalah 5. Saya merasa memiliki kemudahan dalam mengakses internet dengan speedy 6. Saya merasa produk speedy memiliki nilai tambah KUALITAS LAYANAN
INDIKATOR 7. Saya merasa pelayanan petugas dapat menanggapi permintaan dan keluhan Anda 8. Saya merasa petugas menunjukkan perhatian dan kesungguhan yang cukup besar dalam memberikan layanan 9. Saya merasa petugas memberikan perhatian yang sangat besar terhadap produk 10. Saya merasa petugas memberikan jaminan jika produk bermasalah akan mendapatkan garansi 11. Saya merasa petugas melayani dengan sepenuh hati
151
KUALITAS HUBUNGAN
INDIKATOR
SS 5
JAWABAN ST RG TS 4 3 2
STS 1
SS 5
JAWABAN ST RG TS 4 3 2
STS 1
SS 5
JAWABAN ST RG TS 4 3 2
STS 1
12. Saya percaya akan hubungan baik saya dengan PT Telkom sebagai produsen Speedy 13. Saya merasa PT Telkom memiliki komitmen yang baik untuk tetap menjaga kualitas produk Speedy 14. Saya memahami aturan dan formulasi pada produk Speedy 15. Dalam hubungan dengan pelanggan, PT Telkom mendukung dan mengelola dengan baik teknologi informasi yang dimiliki 16. PT Telkom memiliki komunikasi yang baik kepada pelanggan produk Speedy KEPUASAN PELANGGAN
INDIKATOR 17. Saya merasa mendapatkan manfaat sesuai dengan harapan pelanggan 18. Saya merasa produk Speedy memberikan jaminan atas kualitas yang diberikan 19. Saya merasa hubungan yang baik dengan produk yang saya gunakan LOYALITAS PELANGGAN
INDIKATOR 20. Saya akan merekomendasikan kepada orang lain 21. Saya akan menyatakan hal-hal positif mengenai produk Speedy kepada teman-teman 22. Saya mengajak orang lain untuk menggunakan produk Speedy 23. Saya menganggarkan biaya per bulan untuk membeli ulang produk Speedy 24. Saya tidak memiliki keinginan untuk berpindah ke produk lain yang sejenis xx
152
Lampiran 2. Data Hasil Penelitian No
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
X2.1
X2.2
X2.3
X2.4
X2.5
X3.1
X3.2
X3.3
X3.4
X3.5
Y1.1
Y1.2
Y1.3
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
1
5
4
4
5
4
5
3
4
5
2
4
3
2
4
3
3
3
5
2
4
4
2
4
4
2
3
1
2
3
5
4
4
3
2
3
5
5
4
3
3
3
3
3
4
2
2
3
2
3
3
5
2
3
3
1
3
4
3
5
2
4
3
3
2
3
5
2
3
3
3
3
3
3
3
4
3
2
4
3
5
5
4
3
4
4
4
5
5
5
4
3
3
2
3
2
2
3
2
2
5
4
4
3
2
4
5
4
3
3
3
3
5
3
2
3
5
3
2
2
3
2
3
2
2
6
5
4
4
4
2
5
5
5
5
3
5
5
5
5
5
3
5
5
4
4
3
4
3
3
7
4
4
4
4
4
5
2
1
3
3
1
5
2
3
4
4
3
3
3
3
2
3
3
3
8
2
3
3
5
4
5
5
5
5
5
2
2
4
1
3
2
5
3
5
4
2
4
2
3
9
1
3
3
2
1
2
5
4
4
4
5
5
5
4
4
3
3
4
3
4
3
4
4
4
10
4
3
3
4
5
5
5
4
4
5
5
4
4
2
3
2
3
4
4
4
4
4
4
4
11
4
4
3
3
5
5
2
4
5
3
3
2
1
3
2
1
3
4
3
4
3
3
2
3
12
1
2
3
3
1
2
3
3
4
4
4
2
3
2
3
4
2
3
3
2
3
1
3
2
13
5
4
5
4
5
5
2
2
2
2
2
2
3
3
4
3
4
2
2
4
4
4
3
3
14
5
3
5
2
4
4
4
5
4
5
4
2
2
5
1
2
5
5
3
2
4
3
2
3
15
4
5
4
4
4
5
5
4
3
4
5
5
3
5
4
5
4
5
4
4
4
4
4
4
16
4
3
5
4
5
4
4
2
5
3
4
3
3
4
3
5
3
3
4
4
2
4
2
3
17
4
4
5
3
3
4
4
3
5
4
2
5
3
5
3
4
5
4
3
3
3
3
2
3
18
3
2
2
3
3
4
4
4
3
4
2
3
1
3
3
3
3
2
3
4
5
2
3
3
19
5
5
5
3
5
4
5
5
5
3
4
3
5
4
3
4
5
5
4
4
4
4
3
4
20
1
3
3
4
5
2
2
3
1
4
4
2
4
3
2
3
3
2
3
3
5
4
3
3
21
3
1
4
3
3
3
2
5
3
3
2
5
3
3
4
3
3
3
2
2
4
2
2
2
153
No
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
X2.1
X2.2
X2.3
X2.4
X2.5
X3.1
X3.2
X3.3
X3.4
X3.5
Y1.1
Y1.2
Y1.3
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
22
2
4
3
2
4
5
5
5
4
2
1
3
3
3
3
4
3
3
4
4
4
2
4
3
23
4
2
4
3
3
3
5
4
5
4
5
3
3
2
2
3
1
2
3
4
2
2
3
2
24
3
3
2
4
3
5
4
4
4
3
3
2
2
3
1
3
5
4
4
4
4
4
4
5
25
4
2
3
3
4
5
4
3
3
5
5
3
4
4
2
3
4
3
4
2
3
4
2
3
26
2
3
3
2
1
1
4
3
5
5
2
5
4
5
4
5
5
4
3
4
4
3
3
3
27
4
3
3
2
4
4
1
3
4
3
1
4
3
4
3
3
5
3
5
4
4
3
3
3
28
5
4
4
5
3
5
5
5
3
5
5
4
4
4
4
5
5
3
4
4
5
4
4
3
29
5
2
3
3
5
5
3
3
4
5
4
3
4
3
3
3
5
3
3
4
4
4
4
3
30
2
4
3
5
5
5
4
3
5
5
3
5
4
5
5
4
5
4
3
4
3
2
4
4
31
4
1
2
4
3
3
5
5
2
4
4
2
2
4
4
3
3
3
2
2
2
2
3
2
32
2
3
3
2
5
4
4
2
3
3
3
5
5
5
4
4
4
3
4
3
3
2
4
3
33
4
4
4
4
5
5
2
2
4
2
4
4
4
3
4
2
5
4
3
4
4
4
4
3
34
4
3
4
4
5
5
4
4
5
5
5
5
5
5
3
5
3
3
5
3
3
1
5
3
35
2
2
3
3
5
1
5
5
4
3
4
5
4
4
4
4
5
3
4
4
4
4
3
4
36
4
4
4
4
5
5
3
3
2
3
3
4
4
4
5
3
3
3
3
4
4
4
4
4
37
3
3
2
3
3
2
5
5
3
4
5
3
3
4
4
3
1
3
2
3
2
3
3
4
38
1
1
3
2
1
2
4
3
2
5
2
5
3
3
2
4
4
3
4
4
4
3
2
4
39
5
3
5
4
3
5
3
3
4
5
2
3
3
3
4
2
3
5
2
4
4
3
4
3
40
3
5
3
4
5
5
5
4
5
5
4
2
3
3
3
2
5
5
3
4
4
5
4
4
41
2
2
4
5
3
4
3
2
3
5
3
3
2
4
3
4
4
3
3
3
1
3
2
3
42
3
3
4
2
4
4
4
5
5
5
4
5
5
5
4
5
2
3
4
3
4
2
3
3
43
4
4
3
2
3
4
3
3
3
2
2
4
3
3
4
3
3
3
3
4
3
3
3
3
154
No
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
X2.1
X2.2
X2.3
X2.4
X2.5
X3.1
X3.2
X3.3
X3.4
X3.5
Y1.1
Y1.2
Y1.3
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
44
1
2
5
4
3
3
3
3
4
3
3
4
5
5
4
4
4
5
4
4
4
4
2
3
45
5
5
4
5
5
5
4
2
3
4
1
5
4
3
3
4
3
3
5
4
4
4
4
3
46
4
4
4
5
4
5
1
3
1
1
3
5
5
4
4
5
5
4
3
3
3
3
2
3
47
5
3
4
3
3
5
3
3
5
3
2
2
3
2
3
4
4
2
4
3
2
4
3
3
48
4
2
3
4
5
4
4
3
4
4
5
5
5
3
4
5
4
4
3
4
4
5
3
3
49
4
4
5
4
5
5
3
3
3
5
3
2
3
2
1
2
4
3
3
3
1
3
4
3
50
4
3
4
4
2
2
2
4
2
2
2
2
4
3
2
2
2
2
2
2
2
1
2
2
51
4
4
5
4
5
5
4
3
4
2
4
4
4
5
3
2
3
3
3
4
3
4
3
4
52
4
3
3
2
5
5
5
4
5
4
4
5
4
2
3
3
3
2
2
4
3
3
4
3
53
4
3
3
4
2
3
2
3
4
2
3
3
4
1
3
2
3
3
4
3
3
4
3
2
54
1
4
2
3
5
5
4
3
2
5
3
4
4
3
3
3
4
5
4
3
3
2
4
3
55
2
4
2
2
1
2
5
5
3
4
4
3
3
3
2
3
3
1
2
2
2
2
4
2
56
3
4
4
3
4
3
4
3
3
3
2
4
3
2
3
3
2
2
2
4
4
4
4
2
57
5
4
4
4
4
4
2
1
2
2
2
2
2
2
5
5
2
2
3
2
4
3
3
2
58
3
2
4
3
2
4
2
2
2
1
3
3
3
3
3
4
2
1
2
3
2
3
3
3
59
3
3
3
2
2
2
5
5
4
5
3
5
4
4
5
4
5
5
4
3
4
2
2
2
60
4
5
5
4
4
5
3
2
3
4
3
2
4
3
2
3
3
2
3
3
2
4
3
3
61
5
4
3
3
4
4
4
4
3
4
3
5
5
2
2
4
4
3
3
3
4
3
4
3
62
4
5
3
2
3
4
3
2
4
5
5
5
5
4
4
3
5
3
4
3
3
4
3
3
63
4
4
4
4
5
4
4
3
3
4
3
4
3
3
3
3
3
3
4
4
4
4
2
4
64
2
4
2
3
4
3
4
3
5
4
3
4
3
3
3
3
2
3
2
2
3
2
1
3
65
5
2
4
5
3
5
4
3
3
4
3
3
3
4
2
3
3
3
3
4
4
4
4
3
66
3
4
3
3
2
2
3
3
3
5
2
4
2
2
4
5
2
4
3
3
2
3
3
4
155
No
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
X2.1
X2.2
X2.3
X2.4
X2.5
X3.1
X3.2
X3.3
X3.4
X3.5
Y1.1
Y1.2
Y1.3
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
67
4
4
5
4
4
5
4
5
5
4
5
2
2
3
3
4
3
5
5
3
4
4
3
3
68
4
3
3
3
4
2
5
5
5
5
4
3
4
3
3
3
3
2
4
3
2
4
3
3
69
4
2
5
4
2
5
5
2
5
5
3
2
4
3
2
3
3
3
3
2
4
2
2
3
70
2
2
3
3
5
4
2
3
2
2
2
5
5
4
3
3
2
2
2
2
2
3
2
3
71
5
4
4
4
4
5
5
5
3
4
5
3
3
3
3
2
3
3
2
4
4
3
3
4
72
3
1
2
2
3
2
2
2
3
3
5
4
5
3
4
2
3
2
4
3
2
3
2
2
73
5
4
4
3
4
5
5
4
5
3
3
3
4
2
3
3
5
3
4
4
5
4
3
4
74
4
1
4
4
3
5
4
4
5
3
3
3
5
3
3
4
1
2
2
2
3
3
2
2
75
2
4
5
5
5
5
2
4
2
1
2
5
5
3
3
5
2
2
2
3
3
3
5
3
76
4
3
4
3
4
5
5
5
5
5
5
5
4
5
4
4
2
5
3
3
3
3
3
3
77
4
4
5
3
1
5
4
5
3
4
3
2
4
2
3
3
3
3
3
3
4
3
2
2
78
5
4
3
2
4
5
3
3
2
2
2
2
3
3
2
1
4
3
4
2
3
2
2
2
79
5
2
3
2
1
1
5
5
4
3
5
2
2
3
3
3
2
2
3
2
4
3
2
2
80
4
4
3
4
5
5
3
5
3
4
3
4
3
3
4
2
4
3
3
4
3
4
2
4
81
4
3
2
3
2
5
2
3
4
5
3
4
5
2
2
3
4
2
3
2
2
3
4
2
82
4
3
3
3
4
3
4
4
4
5
1
5
3
2
3
4
2
4
4
4
3
4
2
4
83
4
3
5
3
5
5
3
3
5
3
3
5
5
5
3
3
5
4
5
4
2
4
2
4
84
4
2
3
5
5
5
4
2
4
3
4
4
3
3
4
3
3
3
4
4
4
4
4
4
85
5
4
3
4
3
4
3
5
3
1
4
2
4
4
3
2
5
3
5
4
2
2
4
3
86
2
3
3
4
3
5
4
5
5
3
4
3
3
3
1
3
1
1
2
2
2
3
2
3
87
4
3
5
5
3
5
2
1
2
3
3
3
3
3
4
4
2
2
2
3
3
2
2
2
88
3
5
3
3
1
5
5
3
5
4
4
5
3
5
3
3
4
5
5
3
4
3
3
3
89
5
3
4
4
4
5
5
4
5
5
4
5
3
4
3
4
5
5
4
4
4
3
3
3
156
No
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
X2.1
X2.2
X2.3
X2.4
X2.5
X3.1
X3.2
X3.3
X3.4
X3.5
Y1.1
Y1.2
Y1.3
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
90
3
2
3
2
2
3
2
5
2
3
1
2
4
4
3
3
3
2
2
2
2
3
3
3
91
1
1
3
3
1
2
3
1
2
2
5
5
5
4
3
5
3
2
2
2
2
4
3
2
92
4
3
3
2
3
3
2
4
3
2
4
5
3
5
4
3
3
4
3
4
3
5
4
3
93
4
4
5
4
5
5
4
3
5
2
5
2
4
5
2
3
5
2
2
4
4
4
3
4
94
4
5
5
4
4
5
4
4
2
5
4
5
4
2
4
3
4
3
3
4
5
4
4
3
95
3
5
5
4
5
4
2
2
3
2
2
3
3
2
2
3
4
3
3
3
4
4
2
3
96
4
5
3
3
1
4
2
3
2
3
2
5
3
5
3
4
3
4
4
4
4
3
4
3
97
4
3
5
5
5
5
5
3
5
2
2
4
3
4
4
5
4
3
4
5
4
5
3
3
98
1
4
4
5
1
3
3
2
3
1
4
3
3
1
4
3
2
2
3
4
4
3
3
4
99
4
5
2
3
3
5
2
3
3
4
2
5
4
3
2
3
3
3
4
4
3
4
4
4
100
1
2
3
3
5
2
3
2
4
3
3
3
4
3
3
3
3
4
3
2
2
3
2
3
101
2
4
2
3
2
3
3
2
5
2
3
3
2
3
2
2
3
2
2
4
3
3
4
2
102
5
3
5
3
4
4
4
3
5
4
4
2
1
3
3
2
2
3
2
2
3
2
2
3
103
3
4
3
3
5
4
5
5
5
5
2
3
3
3
2
3
3
3
3
4
3
5
4
3
104
5
5
5
5
4
5
5
5
5
4
5
4
3
3
3
3
3
4
3
4
4
3
4
3
105
4
2
4
5
5
5
5
4
4
5
4
3
5
4
2
1
4
5
5
4
5
4
4
4
106
5
5
4
5
5
5
3
3
3
3
2
5
5
3
3
4
3
3
2
4
4
5
4
2
107
4
4
3
4
4
4
3
4
3
5
4
5
5
5
4
3
3
2
2
4
4
3
3
3
108
4
3
3
4
5
5
4
5
4
2
1
5
4
5
3
3
1
2
2
4
2
4
5
3
109
2
3
3
3
4
3
2
5
5
2
3
5
3
5
3
3
5
5
3
4
4
4
3
4
110
5
3
2
2
2
5
5
4
5
5
5
5
5
3
3
5
5
5
4
5
5
4
4
4
111
4
4
5
4
3
5
5
5
3
4
5
2
3
2
3
1
3
4
5
3
4
4
3
2
112
2
3
4
2
5
5
3
3
2
4
3
3
3
3
2
5
3
3
4
4
3
4
3
3
157
No
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
X2.1
X2.2
X2.3
X2.4
X2.5
X3.1
X3.2
X3.3
X3.4
X3.5
Y1.1
Y1.2
Y1.3
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
113
3
4
5
4
2
5
3
3
3
3
2
4
5
5
3
4
4
3
3
4
5
3
2
3
114
1
2
2
3
4
2
4
3
5
2
2
4
4
3
3
2
3
3
3
3
4
2
3
2
115
5
5
3
5
2
5
5
5
4
5
5
5
5
5
3
5
3
4
2
4
4
4
3
4
116
1
4
4
4
3
3
3
5
3
2
5
2
2
3
2
3
3
3
3
3
2
3
2
3
117
5
3
3
4
4
4
4
2
3
3
5
3
5
4
4
3
2
1
2
2
2
3
2
2
118
5
2
4
3
3
4
5
4
5
5
4
2
3
3
3
3
2
4
2
4
4
2
2
4
119
4
1
2
3
5
4
5
5
5
5
5
3
5
3
1
3
3
3
3
3
4
3
3
2
120
4
3
3
2
1
3
5
2
5
2
5
3
2
3
1
2
1
3
2
3
2
3
4
2
158
Lampiran 3. Karakteristik Responden Jenis Kelamin
Valid
Frequency 87 33 120
Pria Wanita Total
Percent 72.5 27.5 100.0
Valid Percent 72.5 27.5 100.0
Cumulative Percent 72.5 100.0
Usia
Valid
< 20 thn 20-30 thn 31-40 thn 41-50 thn >50 thn Total
Frequency 5 36 45 29 5 120
Percent 4.2 30.0 37.5 24.2 4.2 100.0
Valid Percent 4.2 30.0 37.5 24.2 4.2 100.0
Cumulative Percent 4.2 34.2 71.7 95.8 100.0
Pendidikan
Valid
SMA D3 S1 S2/S3 Total
Frequency 30 23 56 11 120
Percent 25.0 19.2 46.7 9.2 100.0
Valid Percent 25.0 19.2 46.7 9.2 100.0
Cumulative Percent 25.0 44.2 90.8 100.0
Pekerjaan
Valid
PNS Peg. Swasta Wiraswasta TNI/POLRI Pelajar/Mahasiswa Total
Frequency 25 48 26 9 12 120
Percent 20.8 40.0 21.7 7.5 10.0 100.0
159
Valid Percent 20.8 40.0 21.7 7.5 10.0 100.0
Cumulative Percent 20.8 60.8 82.5 90.0 100.0
Penghasilan
Valid
> 1 juta - 2 juta >2 juta - 5juta > 5 juta Total
Frequency 104 12 4 120
Percent 86.7 10.0 3.3 100.0
Valid Percent 86.7 10.0 3.3 100.0
Cumulative Percent 86.7 96.7 100.0
Lama Penggunaan
Valid
< 3 bulan 3-6 bulan 6 - 12 bulan 1 - 2 tahun > 2 tahun Total
Frequency 9 32 15 37 27 120
Percent 7.5 26.7 12.5 30.8 22.5 100.0
160
Valid Percent 7.5 26.7 12.5 30.8 22.5 100.0
Cumulative Percent 7.5 34.2 46.7 77.5 100.0
Lampiran 4. Uji Validitas dan Reliabilitas Instrumen A. Variabel Kualitas Produk (X1) Correlations X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
X1
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 N
X1 .620** .000 120 .571** .000 120 .618** .000 120 .616** .000 120 .597** .000 120 .812** .000 120 1 120
**. Correlation is significant at the 0.01 level (2-tailed). Reliability Statistics Cronbach's Alpha .704
N of Items 6
Item-Total Statistics
X1.1 X1.2 X1.3 X1.4 X1.5 X1.6
Scale Mean if Item Deleted 17.86 18.16 17.86 17.98 17.84 17.35
Scale Variance if Item Deleted 13.366 14.235 14.257 14.277 13.361 11.692
Corrected Item-Total Correlation .392 .359 .450 .448 .337 .680
161
Cronbach's Alpha if Item Deleted .680 .687 .662 .663 .703 .579
B. Variabel Kualitas Layanan (X2) Correlations X2.1
X2.2
X2.3
X2.4
X2.5
X2
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 N
X2 .839** .000 120 .637** .000 120 .636** .000 120 .644** .000 120 .624** .000 120 1 120
**. Correlation is significant at the 0.01 level (2-tailed). Reliability Statistics Cronbach's Alpha .700
N of Items 5
Item-Total Statistics
X2.1 X2.2 X2.3 X2.4 X2.5
Scale Mean if Item Deleted 14.08 14.24 14.06 14.23 14.37
Scale Variance if Item Deleted 9.179 10.907 10.913 10.646 10.822
Corrected Item-Total Correlation .712 .411 .410 .403 .373
162
Cronbach's Alpha if Item Deleted .540 .669 .669 .674 .687
C. Variabel Kualitas Hubungan (X3) Correlations X3.1
X3.2
X3.3
X3.4
X3.5
X3
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 N
X3 .821** .000 120 .632** .000 120 .630** .000 120 .619** .000 120 .631** .000 120 1 120
**. Correlation is significant at the 0.01 level (2-tailed). Reliability Statistics Cronbach's Alpha .692
N of Items 5
Item-Total Statistics
X3.1 X3.2 X3.3 X3.4 X3.5
Scale Mean if Item Deleted 13.31 13.38 13.58 13.88 13.66
Scale Variance if Item Deleted 6.719 8.524 8.515 8.934 8.597
Corrected Item-Total Correlation .646 .395 .389 .416 .401
163
Cronbach's Alpha if Item Deleted .542 .664 .667 .656 .661
D. Variabel Kepuasan Pelanggan (Y1) Correlations Y1.1
Y1.2
Y1.3
Y1
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation N
Y1 .827** .000 120 .788** .000 120 .764** .000 120 1 120
**. Correlation is significant at the 0.01 level (2-tailed). Reliability Statistics Cronbach's Alpha .705
N of Items 3
Item-Total Statistics
Y1.1 Y1.2 Y1.3
Scale Mean if Item Deleted 6.34 6.50 6.48
Scale Variance if Item Deleted 2.697 3.042 3.378
Corrected Item-Total Correlation .551 .509 .517
164
Cronbach's Alpha if Item Deleted .580 .630 .627
E. Variabel Loyalitas Pelanggan (Y2) Correlations Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
Y2
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 N
Y2 .847** .000 120 .652** .000 120 .652** .000 120 .585** .000 120 .651** .000 120 1 120
**. Correlation is significant at the 0.01 level (2-tailed). Reliability Statistics Cronbach's Alpha .696
N of Items 5
Item-Total Statistics
Y2.1 Y2.2 Y2.3 Y2.4 Y2.5
Scale Mean if Item Deleted 12.59 12.66 12.68 12.90 12.91
Scale Variance if Item Deleted 4.865 5.454 5.599 5.973 5.983
Corrected Item-Total Correlation .728 .383 .410 .330 .470
165
Cronbach's Alpha if Item Deleted .528 .683 .666 .698 .645
Lampiran 5. Deskripsi Variabel Penelitian A. Variabel Kualitas Produk (X1) Descriptive Statistics N X1.1 X1.2 X1.3 X1.4 X1.5 X1.6 Valid N (listwise)
120 120 120 120 120 120 120
Minimum 1 1 2 2 1 1
Maximum 5 5 5 5 5 5
Mean 3.55 3.25 3.55 3.43 3.57 4.06
Std. Deviation 1.229 1.094 .951 .950 1.327 1.154
X1.1
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 11 15 18 49 27 120
Percent 9.2 12.5 15.0 40.8 22.5 100.0
Valid Percent 9.2 12.5 15.0 40.8 22.5 100.0
Percent 6.7 18.3 30.0 33.3 11.7 100.0
Valid Percent 6.7 18.3 30.0 33.3 11.7 100.0
Cumulative Percent 9.2 21.7 36.7 77.5 100.0
X1.2
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 8 22 36 40 14 120
Cumulative Percent 6.7 25.0 55.0 88.3 100.0
X1.3
Valid
Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 15 48 33 24 120
Percent 12.5 40.0 27.5 20.0 100.0
166
Valid Percent 12.5 40.0 27.5 20.0 100.0
Cumulative Percent 12.5 52.5 80.0 100.0
X1.4
Valid
Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 22 41 40 17 120
Percent 18.3 34.2 33.3 14.2 100.0
Valid Percent 18.3 34.2 33.3 14.2 100.0
Cumulative Percent 18.3 52.5 85.8 100.0
X1.5
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 13 13 25 31 38 120
Percent 10.8 10.8 20.8 25.8 31.7 100.0
Valid Percent 10.8 10.8 20.8 25.8 31.7 100.0
Percent 2.5 11.7 13.3 22.5 50.0 100.0
Valid Percent 2.5 11.7 13.3 22.5 50.0 100.0
Cumulative Percent 10.8 21.7 42.5 68.3 100.0
X1.6
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 3 14 16 27 60 120
167
Cumulative Percent 2.5 14.2 27.5 50.0 100.0
B. Variabel Kualitas Layanan (X2) Descriptive Statistics N X2.1 X2.2 X2.3 X2.4 X2.5 Valid N (listwise)
120 120 120 120 120 120
Minimum 1 1 1 1 1
Maximum 5 5 5 5 5
Mean 3.67 3.50 3.68 3.52 3.38
Std. Deviation 1.118 1.130 1.130 1.202 1.210
X2.1
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 2 21 26 37 34 120
Percent 1.7 17.5 21.7 30.8 28.3 100.0
Valid Percent 1.7 17.5 21.7 30.8 28.3 100.0
Percent 3.3 15.0 35.8 20.0 25.8 100.0
Valid Percent 3.3 15.0 35.8 20.0 25.8 100.0
Percent 1.7 15.0 29.2 21.7 32.5 100.0
Valid Percent 1.7 15.0 29.2 21.7 32.5 100.0
Cumulative Percent 1.7 19.2 40.8 71.7 100.0
X2.2
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 4 18 43 24 31 120
Cumulative Percent 3.3 18.3 54.2 74.2 100.0
X2.3
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 2 18 35 26 39 120
168
Cumulative Percent 1.7 16.7 45.8 67.5 100.0
X2.4
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 5 23 30 29 33 120
Percent 4.2 19.2 25.0 24.2 27.5 100.0
Valid Percent 4.2 19.2 25.0 24.2 27.5 100.0
Percent 5.8 20.8 25.8 25.0 22.5 100.0
Valid Percent 5.8 20.8 25.8 25.0 22.5 100.0
Cumulative Percent 4.2 23.3 48.3 72.5 100.0
X2.5
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 7 25 31 30 27 120
169
Cumulative Percent 5.8 26.7 52.5 77.5 100.0
C. Variabel Kualitas Hubungan (X3) Descriptive Statistics N X3.1 X3.2 X3.3 X3.4 X3.5 Valid N (listwise)
120 120 120 120 120 120
Minimum 2 1 1 1 1
Maximum 5 5 5 5 5
Mean 3.64 3.57 3.38 3.08 3.29
Std. Deviation 1.165 1.035 1.046 .900 1.007
X3.1
Valid
Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 26 32 21 41 120
Percent 21.7 26.7 17.5 34.2 100.0
Valid Percent 21.7 26.7 17.5 34.2 100.0
Cumulative Percent 21.7 48.3 65.8 100.0
X3.2
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 3 13 44 33 27 120
Percent 2.5 10.8 36.7 27.5 22.5 100.0
Valid Percent 2.5 10.8 36.7 27.5 22.5 100.0
Percent 2.5 15.8 42.5 20.0 19.2 100.0
Valid Percent 2.5 15.8 42.5 20.0 19.2 100.0
Cumulative Percent 2.5 13.3 50.0 77.5 100.0
X3.3
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 3 19 51 24 23 120
170
Cumulative Percent 2.5 18.3 60.8 80.8 100.0
X3.4
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 6 21 56 32 5 120
Percent 5.0 17.5 46.7 26.7 4.2 100.0
Valid Percent 5.0 17.5 46.7 26.7 4.2 100.0
Percent 3.3 15.0 45.8 20.8 15.0 100.0
Valid Percent 3.3 15.0 45.8 20.8 15.0 100.0
Cumulative Percent 5.0 22.5 69.2 95.8 100.0
X3.5
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 4 18 55 25 18 120
171
Cumulative Percent 3.3 18.3 64.2 85.0 100.0
D. Variabel Kepuasan Pelanggan (Y1) Descriptive Statistics N Y1.1 Y1.2 Y1.3 Valid N (listwise)
120 120 120 120
Minimum 1 1 2
Maximum 5 5 5
Mean 3.32 3.16 3.18
Std. Deviation 1.115 1.037 .917
Y1.1
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 6 19 50 21 24 120
Percent 5.0 15.8 41.7 17.5 20.0 100.0
Valid Percent 5.0 15.8 41.7 17.5 20.0 100.0
Percent 3.3 22.5 43.3 16.7 14.2 100.0
Valid Percent 3.3 22.5 43.3 16.7 14.2 100.0
Cumulative Percent 5.0 20.8 62.5 80.0 100.0
Y1.2
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 4 27 52 20 17 120
Cumulative Percent 3.3 25.8 69.2 85.8 100.0
Y1.3
Valid
Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 31 46 33 10 120
Percent 25.8 38.3 27.5 8.3 100.0
172
Valid Percent 25.8 38.3 27.5 8.3 100.0
Cumulative Percent 25.8 64.2 91.7 100.0
E. Variabel Loyalitas Pelanggan (Y2) Descriptive Statistics N Y2.1 Y2.2 Y2.3 Y2.4 Y2.5 Valid N (listwise)
120 120 120 120 120 120
Minimum 2 1 1 1 2
Maximum 5 5 5 5 5
Mean 3.34 3.28 3.26 3.03 3.03
Std. Deviation .804 .961 .884 .859 .704
Y2.1
Valid
Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 23 35 60 2 120
Percent 19.2 29.2 50.0 1.7 100.0
Valid Percent 19.2 29.2 50.0 1.7 100.0
Cumulative Percent 19.2 48.3 98.3 100.0
Y2.2
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 2 29 31 50 8 120
Percent 1.7 24.2 25.8 41.7 6.7 100.0
Valid Percent 1.7 24.2 25.8 41.7 6.7 100.0
Percent 2.5 16.7 38.3 37.5 5.0 100.0
Valid Percent 2.5 16.7 38.3 37.5 5.0 100.0
Cumulative Percent 1.7 25.8 51.7 93.3 100.0
Y2.3
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 3 20 46 45 6 120
173
Cumulative Percent 2.5 19.2 57.5 95.0 100.0
Y2.4
Valid
Sangat Tidak Setuju Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 1 36 44 36 3 120
Percent .8 30.0 36.7 30.0 2.5 100.0
Valid Percent .8 30.0 36.7 30.0 2.5 100.0
Cumulative Percent .8 30.8 67.5 97.5 100.0
Y2.5
Valid
Tidak Setuju Ragu-Ragu Setuju Sangat Setuju Total
Frequency 27 64 28 1 120
Percent 22.5 53.3 23.3 .8 100.0
174
Valid Percent 22.5 53.3 23.3 .8 100.0
Cumulative Percent 22.5 75.8 99.2 100.0
Lampiran 6. Pengujian Asumsi dalam SEM A. Normalitas
Assessment of normality (Group number 1) Variable Y1.3 X1.6 X1.5 X3.5 Y2.5 Y2.4 Y2.3 Y2.2 Y2.1 Y1.1 Y1.2 X3.1 X3.2 X3.3 X3.4 X2.1 X2.2 X2.3 X2.4 X2.5 X1.1 X1.2 X1.3 X1.4 Multivariate
min 2.000 1.000 1.000 1.000 2.000 1.000 1.000 1.000 2.000 1.000 1.000 2.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 1.000 2.000 2.000
max 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000 5.000
skew .288 -.970 -.578 .085 .111 .096 -.307 -.230 -.498 .010 .270 -.105 -.202 .091 -.217 -.368 -.123 -.268 -.258 -.177 -.702 -.275 .121 .045
c.r. 1.288 -4.336 -2.584 .381 .496 .429 -1.373 -1.028 -2.226 .044 1.209 -.471 -.903 .405 -.970 -1.646 -.549 -1.198 -1.154 -.794 -3.141 -1.231 .540 .199
175
kurtosis -.785 -.228 -.794 -.365 -.570 -.910 -.263 -.864 -.947 -.656 -.502 -1.464 -.576 -.673 -.008 -.957 -.878 -1.060 -1.029 -.999 -.493 -.619 -.947 -.913 -4.357
c.r. -1.756 -.510 -1.776 -.815 -1.274 -1.035 -.589 -1.933 -1.118 -1.466 -1.122 -1.274 -1.288 -1.504 -.017 -1.141 -0.964 -1.371 -1.301 -1.234 -1.102 -1.385 -1.118 -1.042 -.676
B. Outlier
Observations farthest from the centroid (Mahalanobis distance) (Group number 1) Observation number 8 34 85 98 38 20 57 120 31 108 75 14 21 22 86 112 91 54 46 115 111 49 88 90 110 24 50 105 93 81 30 23 66 5 41 11 78
Mahalanobis d-squared 39.864 39.075 37.301 34.854 34.632 34.402 33.809 33.106 33.015 32.799 32.034 31.589 30.842 30.738 30.064 30.058 29.751 29.671 29.414 29.158 28.997 28.873 28.868 28.810 28.320 28.297 28.258 28.255 27.857 27.781 27.524 27.436 27.201 27.119 27.025 26.997 26.981 176
p1 .022 .027 .041 .071 .074 .078 .088 .102 .104 .108 .126 .138 .158 .161 .183 .183 .193 .196 .205 .214 .220 .225 .225 .227 .247 .248 .249 .249 .266 .269 .281 .285 .295 .299 .303 .305 .305
p2 .932 .835 .872 .973 .948 .912 .912 .931 .886 .850 .904 .912 .954 .933 .965 .941 .943 .920 .920 .920 .907 .887 .838 .793 .861 .813 .762 .691 .758 .716 .738 .700 .717 .678 .642 .578 .506
Observation number 39 35 42 69 79 67 64 55 72 18 101 119 82 45 26 97 118 9 92 2 114 116 109 19 1 44 62 40 106 74 27 94 59 96 37 77 6 117 107 52 83
Mahalanobis d-squared 26.945 26.906 26.647 26.395 26.127 26.082 25.913 25.853 25.798 25.697 25.604 25.384 25.304 25.278 25.204 25.061 24.896 24.895 24.862 24.709 24.421 24.289 24.180 24.023 23.783 23.596 23.533 23.511 23.486 23.355 23.262 23.187 22.947 22.915 22.763 22.747 22.659 22.197 22.089 21.728 21.724 177
p1 .307 .309 .321 .333 .347 .349 .358 .361 .364 .369 .374 .385 .389 .391 .395 .402 .411 .411 .413 .422 .438 .445 .451 .460 .474 .485 .489 .490 .491 .499 .504 .509 .523 .525 .534 .535 .540 .568 .574 .595 .596
p2 .443 .384 .421 .458 .505 .449 .452 .405 .358 .332 .305 .332 .300 .249 .219 .216 .221 .171 .137 .138 .180 .175 .164 .167 .200 .215 .187 .148 .116 .113 .101 .087 .108 .084 .086 .063 .055 .119 .110 .174 .131
Observation number 113 47 16 102 12 53 28 32 99 3 100 61 68 103 84 4 17 73 48 80 87
Mahalanobis d-squared 21.696 21.485 21.340 21.327 21.197 21.078 20.965 20.783 20.741 20.572 20.422 20.214 19.912 19.396 18.738 18.713 18.649 18.621 18.304 18.224 18.157
178
p1 .597 .610 .619 .619 .627 .634 .641 .651 .654 .664 .673 .685 .702 .731 .766 .767 .770 .772 .788 .792 .795
p2 .102 .119 .119 .088 .084 .079 .072 .079 .060 .063 .063 .072 .103 .217 .456 .384 .334 .270 .339 .295 .248
C. Liniaritas Model Summary and Parameter Estimates Dependent Variable: Y1 Equation Linear
R Square .043
Model Summary F df1 5.363 1
df2 118
Sig. .022
Parameter Estimates Constant b1 7.118 .119
The independent variable is X1.
Model Summary and Parameter Estimates Dependent Variable: Y1 Equation Linear
R Square .073
Model Summary F df1 9.352 1
df2 118
Sig. .003
Parameter Estimates Constant b1 6.653 .169
The independent variable is X2.
Model Summary and Parameter Estimates Dependent Variable: Y1 Equation Linear
R Square .051
Model Summary F df1 6.277 1
df2 118
Sig. .014
Parameter Estimates Constant b1 6.972 .158
The independent variable is X3.
Model Summary and Parameter Estimates Dependent Variable: Y2 Equation Linear
R Square .154
Model Summary F df1 21.512 1
df2 118
Sig. .000
Parameter Estimates Constant b1 10.356 .261
The independent variable is X1.
Model Summary and Parameter Estimates Dependent Variable: Y2 Equation Linear
R Square .034
Model Summary F df1 4.192 1
The independent variable is X2.
179
df2 118
Sig. .043
Parameter Estimates Constant b1 13.539 .135
Model Summary and Parameter Estimates Dependent Variable: Y2 Equation Linear
R Square .038
Model Summary F df1 4.624 1
df2 118
Sig. .034
Parameter Estimates Constant b1 13.227 .160
The independent variable is X3.
Model Summary and Parameter Estimates Dependent Variable: Y2 Equation Linear
R Square .204
Model Summary F df1 30.235 1
The independent variable is Y1.
180
df2 118
Sig. .000
Parameter Estimates Constant b1 10.848 .526
Lampiran 7. Pengujian Model SEM 1.10 1
d1.921 d2.681 d3.641
d41.37 1 d5.421 d6
X1.1 1.24 1.02 X1.2 .26 .92 1.00 X1.3 Produk 1.21 X1.4 1.88 X1.5 X1.6
.43
.171 d7 .951 d8 .921 d9 1.07 1 d101.14 1 d11
.44
.651 e1 .55 Y1.1 1 e2.52 1 Y1.2 e3
X2.1 1.87 .31 X2.21.07 1.01 1.08 X2.3 Layanan 1.00 X2.4 X2.5
.45 1.00 .95 .74
Y1.3
1
u1
Kepuasan
.35
.40
.13 .50 .29
.261 d12.811 d13.871 d14.621 d15.781 d16
X3.1 2.44 .18 X3.21.08 1.17 1.00 X3.3 Hubungan 1.11 X3.4 X3.5
GOODNESS OF FIT RMSEA=.020 GFI=.854 AGFI=.821 CFI=.979 TLI=.977 Khi kuadrat=256.544 Khi Kuadrat/DF=1.047 p_value=.293
181
Y2.1 1.00 .68 Y2.2 .66 .52 Y2.3 Loyalitas .61 1 .28 Y2.4 Y2.5 u2
1 1 1 1 1
.14 e4 .68 e5 .56 e6 .60 e7 .30 e8
Analysis Summary Notes for Group (Group number 1) The model is recursive. Sample size = 120
Parameter summary (Group number 1) Fixed Labeled Unlabeled Total
Weights 31 0 26 57
Covariances Variances 0 0 0 0 0 29 0 29
Means 0 0 0 0
Notes for Model (Default model) Computation of degrees of freedom (Default model) Number of distinct sample moments: Number of distinct parameters to be estimated: Degrees of freedom (300 - 55):
Result (Default model) Minimum was achieved Chi-square = 256.544 Degrees of freedom = 245 Probability level = .293
182
300 55 245
Intercepts 0 0 0 0
Total 31 0 55 86
Estimates (Group number 1 - Default model) Scalar Estimates (Group number 1 - Default model) Maximum Likelihood Estimates Regression Weights: (Group number 1 - Default model) Kepuasan <--- Produk Kepuasan <--- Layanan Kepuasan <--- Hubungan Loyalitas <--- Kepuasan Loyalitas <--- Produk Loyalitas <--- Hubungan Loyalitas <--- Layanan X1.4 <--- Produk X1.3 <--- Produk X1.2 <--- Produk X1.1 <--- Produk X2.5 <--- Layanan X2.4 <--- Layanan X2.3 <--- Layanan X2.2 <--- Layanan X2.1 <--- Layanan X3.4 <--- Hubungan X3.3 <--- Hubungan X3.2 <--- Hubungan X3.1 <--- Hubungan Y2.1 <--- Loyalitas Y2.2 <--- Loyalitas Y2.3 <--- Loyalitas Y2.4 <--- Loyalitas Y2.5 <--- Loyalitas X3.5 <--- Hubungan Y1.1 <--- Kepuasan Y1.2 <--- Kepuasan X1.6 <--- Produk X1.5 <--- Produk Y1.3 <--- Kepuasan
Estimate .431 .349 .501 .395 .439 .286 .132 1.000 .925 1.018 1.240 1.000 1.082 1.065 1.009 1.866 1.000 1.080 1.167 2.436 1.000 .680 .655 .518 .606 1.107 .949 1.000 1.213 1.881 .736
S.E. .190 .166 .222 .124 .161 .172 .125
C.R. 2.264 2.102 2.250 3.196 2.728 1.656 1.055
P .024 .036 .024 .001 .006 .098 .292
.229 .260 .299
4.035 3.912 4.140
*** *** ***
.275 .264 .258 .411
3.934 4.039 3.914 4.536
*** *** *** ***
.297 .303 .546
3.643 3.855 4.462
*** *** ***
.129 .119 .117 .094 .292 .177
5.259 5.518 4.449 6.450 3.793 5.363
*** *** *** *** *** ***
.314 .368 .146
3.863 5.115 5.046
*** *** ***
183
Label
Standardized Regression Weights: (Group number 1 - Default model) Kepuasan <--Kepuasan <--Kepuasan <--Loyalitas <--Loyalitas <--Loyalitas <--Loyalitas <--X1.4 <--X1.3 <--X1.2 <--X1.1 <--X2.5 <--X2.4 <--X2.3 <--X2.2 <--X2.1 <--X3.4 <--X3.3 <--X3.2 <--X3.1 <--Y2.1 <--Y2.2 <--Y2.3 <--Y2.4 <--Y2.5 <--X3.5 <--Y1.1 <--Y1.2 <--X1.6 <--X1.5 <--Y1.3 <---
Produk Layanan Hubungan Kepuasan Produk Hubungan Layanan Produk Produk Produk Produk Layanan Layanan Layanan Layanan Layanan Hubungan Hubungan Hubungan Hubungan Loyalitas Loyalitas Loyalitas Loyalitas Loyalitas Hubungan Kepuasan Kepuasan Produk Produk Kepuasan
Estimate .286 .254 .282 .423 .312 .172 .102 .534 .493 .472 .512 .459 .500 .524 .496 .928 .478 .444 .485 .899 .888 .506 .529 .431 .615 .472 .699 .685 .464 .827 .613
184
Variances: (Group number 1 - Default model) Produk Layanan Hubungan u1 u2 d4 d3 d2 d1 d11 d10 d9 d8 d7 d15 d14 d13 d12 e2 e1 e4 e5 e6 e7 e8 d16 d5 d6 e3
Estimate .256 .306 .183 .448 .276 .640 .679 .923 1.105 1.145 1.074 .919 .955 .172 .619 .871 .813 .259 .546 .654 .135 .682 .558 .596 .305 .782 1.370 .418 .519
S.E. .091 .126 .074 .134 .067 .093 .096 .129 .158 .156 .149 .129 .132 .134 .087 .120 .114 .157 .108 .124 .051 .094 .078 .081 .045 .109 .191 .121 .086
C.R. 2.799 2.441 2.483 3.336 4.094 6.891 7.061 7.135 6.988 7.326 7.194 7.099 7.210 1.279 7.146 7.263 7.119 1.646 5.067 5.257 2.677 7.221 7.148 7.397 6.773 7.167 7.162 3.462 6.063
185
P .005 .015 .013 *** *** *** *** *** *** *** *** *** *** .201 *** *** *** .100 *** *** .007 *** *** *** *** *** *** *** ***
Label
Squared Multiple Correlations: (Group number 1 - Default model) Kepuasan Loyalitas Y1.3 X1.6 X1.5 X3.5 Y2.5 Y2.4 Y2.3 Y2.2 Y2.1 Y1.1 Y1.2 X3.1 X3.2 X3.3 X3.4 X2.1 X2.2 X2.3 X2.4 X2.5 X1.1 X1.2 X1.3 X1.4
Estimate .226 .454 .376 .684 .215 .223 .379 .186 .280 .256 .789 .469 .488 .808 .235 .197 .228 .861 .246 .275 .250 .211 .262 .223 .243 .285
186
Matrices (Group number 1 - Default model) Standardized Total Effects (Group number 1 - Default model) Kepuasan Loyalitas Y1.3 X1.6 X1.5 X3.5 Y2.5 Y2.4 Y2.3 Y2.2 Y2.1 Y1.1 Y1.2 X3.1 X3.2 X3.3 X3.4 X2.1 X2.2 X2.3 X2.4 X2.5 X1.1 X1.2 X1.3 X1.4
Hubungan .282 .291 .173 .000 .000 .472 .179 .125 .154 .147 .258 .193 .197 .899 .485 .444 .478 .000 .000 .000 .000 .000 .000 .000 .000 .000
Layanan Produk .254 .286 .210 .433 .156 .176 .000 .827 .000 .464 .000 .000 .129 .266 .090 .186 .111 .229 .106 .219 .186 .384 .174 .196 .177 .200 .000 .000 .000 .000 .000 .000 .000 .000 .928 .000 .496 .000 .524 .000 .500 .000 .459 .000 .000 .512 .000 .472 .000 .493 .000 .534
187
Kepuasan .000 .423 .613 .000 .000 .000 .260 .182 .224 .214 .375 .685 .699 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
Loyalitas .000 .000 .000 .000 .000 .000 .615 .431 .529 .506 .888 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
Standardized Direct Effects (Group number 1 - Default model) Kepuasan Loyalitas Y1.3 X1.6 X1.5 X3.5 Y2.5 Y2.4 Y2.3 Y2.2 Y2.1 Y1.1 Y1.2 X3.1 X3.2 X3.3 X3.4 X2.1 X2.2 X2.3 X2.4 X2.5 X1.1 X1.2 X1.3 X1.4
Hubungan .282 .172 .000 .000 .000 .472 .000 .000 .000 .000 .000 .000 .000 .899 .485 .444 .478 .000 .000 .000 .000 .000 .000 .000 .000 .000
Layanan Produk .254 .286 .102 .312 .000 .000 .000 .827 .000 .464 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .928 .000 .496 .000 .524 .000 .500 .000 .459 .000 .000 .512 .000 .472 .000 .493 .000 .534
188
Kepuasan .000 .423 .613 .000 .000 .000 .000 .000 .000 .000 .000 .685 .699 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
Loyalitas .000 .000 .000 .000 .000 .000 .615 .431 .529 .506 .888 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
Standardized Indirect Effects (Group number 1 - Default model)
Kepuasan Loyalitas Y1.3 X1.6 X1.5 X3.5 Y2.5 Y2.4 Y2.3 Y2.2 Y2.1 Y1.1 Y1.2 X3.1 X3.2 X3.3 X3.4 X2.1 X2.2 X2.3 X2.4 X2.5 X1.1 X1.2 X1.3 X1.4
Hubungan .000 .119 .173 .000 .000 .000 .179 .125 .154 .147 .258 .193 .197 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
Layanan Produk .000 .000 .107 .121 .156 .176 .000 .000 .000 .000 .000 .000 .129 .266 .090 .186 .111 .229 .106 .219 .186 .384 .174 .196 .177 .200 .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
189
Kepuasan .000 .000 .000 .000 .000 .000 .260 .182 .224 .214 .375 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000 .000
Loyalitas .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
Model Fit Summary CMIN Model Default model Saturated model Independence model
NPAR 55 300 24
CMIN DF 256.544 245 .000 0 832.749 276
P .293
CMIN/DF 1.047
.000
3.017
RMR, GFI Model Default model Saturated model Independence model
RMR .076 .000 .192
GFI AGFI .854 .821 1.000 .551 .512
PGFI .697 .507
Baseline Comparisons Model Default model Saturated model Independence model
NFI Delta1 .692 1.000 .000
RFI IFI rho1 Delta2 .653 .980 1.000 .000 .000
TLI rho2 .977 .000
Parsimony-Adjusted Measures Model Default model Saturated model Independence model
PRATIO .888 .000 1.000
PNFI PCFI .614 .869 .000 .000 .000 .000
NCP Model Default model Saturated model Independence model
NCP 11.544 .000 556.749
LO 90 HI 90 .000 53.885 .000 .000 473.811 647.304
FMIN Model Default model Saturated model Independence model
FMIN 2.156 .000 6.998
F0 LO 90 .097 .000 .000 .000 4.679 3.982
190
HI 90 .453 .000 5.440
CFI .979 1.000 .000
RMSEA Model Default model Independence model
RMSEA .020 .130
LO 90 HI 90 .000 .043 .120 .140
PCLOSE .990 .000
AIC 366.544 600.000 880.749
BCC BIC 395.799 519.856 759.574 1436.248 893.515 947.649
AIC Model Default model Saturated model Independence model
CAIC 574.856 1736.248 971.649
ECVI Model Default model Saturated model Independence model
ECVI 3.080 5.042 7.401
LO 90 2.983 5.042 6.704
HI 90 3.436 5.042 8.162
MECVI 3.326 6.383 7.509
HOELTER Model Default model Independence model
HOELTER .05 132 46
HOELTER .01 139 48
191
