Lampiran 1: NOMOR : KUESIONER
Saudara/saudari yang terhormat, Dalam rangka penelitian untuk tugas akhir mengenai e-service quality, customer satisfaction terhadap customer loyalty pada toko buku Gramedia online, saya mohon kesediaan dari saudara/saudari untuk menjawab dengan jujur beberapa pernyataan-pernyataan pada halaman berikut ini untuk membantu saya menyelesaikan tugas akhir. Dalam hal ini jawaban saudara/saudari tidak dinilai benar atau salahnya dan saya menjamin kerahasiaan informasi yang akan saudara/saudari berikan. Terima kasih atas kesediaan saudara/saudari untuk mengisi kuesioner ini.
Hormat saya, Danny Wijaya PETUNJUK: Isilah kuesioner dengan memberikan tanda silang (X) pada salah satu jawaban yang menurut saudara/saudari anggap sesuai. I. PROFIL RESPONDEN a. Jenis Kelamin: 1.
Pria
2. Wanita
1.
18 - 27 tahun
3. 38 - 47 tahun
2.
28 - 37 tahun
4. Lebih dari 47 tahun
b. Usia:
c. Kota tempat tinggal: 1.
Surabaya
2. Luar Surabaya
Lampiran 1 (lanjutan) :
d. Apakah anda pernah melakukan transaksi pembelian produk di toko buku Gramedia online di Surabaya ? 1.
Pernah
2. Tidak pernah
II. PERNYATAAN TENTANG E-SERVICE QUALITY, CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY Keterangan: STS
= Untuk jawaban sangat tidak setuju.
TS
= Untuk jawaban tidak setuju.
N
= Untuk jawaban netral.
S
= Untuk jawaban setuju.
SS
= Untuk jawaban sangat setuju.
No
Pernyataan
X1.1
Saya merasa aman mengenai data privasi saya di website Gramedia online. Saya yakin website Gramedia online tidak akan menyalahgunakan data saya. Saya yakin mengenai kemanan website Gramedia online. Saya merasa mudah untuk mengakses website Gramedia online. Saya merasa mudah untuk menemukan informasi yang saya inginkan pada website Gramedia online.
Jawaban
E-Service Quality (X 1 )
X1.2
X1.3 X1.4 X1.5
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
Lampiran 1 (lanjutan): No
Pernyataan
Jawaban
E-Service Quality (X 1 ) X1.6
X1.7
X1.8 X1.9
X1.10 X1.11 X1.12 X1.13
Saya merasa menu yang terdapat pada website Gramedia online, membantu saya dalam pencarian informasi. Saya merasa mudah untuk mengeksplorasi website Gramedia online. Saya mendapatkan barang pesanan saya dengan cepat. Saya merasa website Gramedia online tanggap akan pengiriman barang yang tertunda. Saya mendapatkan barang sesuai dengan pesanan saya. Saya merasa website Gramedia online menarik. Saya merasa website Gramedia online terlihat bagus. Saya merasa website Gramedia online terlihat kreatif.
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
Jawaban
CUSTOMER SATISFACTION (X 2 ) X2.1
X2.2
X2.3
X2.4 X2.5
X2.6
Saya puas dengan keputusan saya berbelanja di website Gramedia online. Saya merasa lebih nyaman melakukan pembelian ulang di website Gramedia online. Saya merasa keputusan saya bijak untuk berbelanja di website Gramedia online. Saya menyesal melakukan pembelian di website Gramedia online.(R) Saya merasa keputusan saya benar untuk berbelanja di website Gramedia online. Saya merasa tidak senang berbelanja di website Gramedia online. (R)
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
SS
S
N
TS
STS
STS
TS
N
S
SS
SS
S
N
TS
STS
Lampiran 1 (lanjutan):
Jawaban
CUSTOMER LOYALTY (Y) Y1 Y2
Y3
Y4
Y5
Y6
Saya berkata positif mengenai website Gramedia online. Saya merekomendasikan website Gramedia online kepada siapapun yang meminta pendapat saya. Saya mendorong kerabat saya untuk menggunakan website Gramedia online. Saya akan menulis pesan-pesan positif mengenai website Gramedia online di forum-forum internet. Saya berniat untuk terus melakukan pembelian di website Gramedia online. Saya berniat untuk meningkatkan volume belanja saya di website Gramedia online.
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
STS
TS
N
S
SS
Terima Kasih
Lampiran 2a.
No Responden 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
Jawaban Tentang Profil Responden Jenis Tempat Usia kelamin Tinggal 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 2 1 1 1 1 2 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 2 1 1 2 1 1 1 1 2 1 1 1 1 1 2 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 2 1 2 2 1 1 2 1 1 2 1 1 1 1 1 1 1 1 1 1 2 2 1 2 2 1
Pernah Transaksi 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Lampiran 2a. (lanjutan): No Responden 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73
Jenis kelamin
Usia
1 1 1 1 1 2 1 1 1 2 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1
1 1 1 2 2 1 1 1 1 1 2 2 2 3 2 2 4 1 1 1 1 1 2 2 2 4 3 3 2 2 1 1 1 1 1 1 2
Tempat Tinggal 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Pernah Transaksi 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Lampiran 2a. (lanjutan): No Responden 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
Jenis kelamin 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 2 1 1 1 2 1 1 1 2 1 1 1
Usia 1 1 2 2 1 1 1 1 2 2 2 2 3 2 2 1 1 1 1 1 1 1 2 3 1 1 1
Tempat Tinggal 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Pernah Transaksi 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1
Lampiran 2b (lanjutan): Re sp 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 26 27 28 29 30 31 32 33 34 35
E-Service Quality X1.1 3 5 4 4 3 3 4 4 3 4 5 5 3 4 3 3 3 4 4 3 5 4 4 3 3 4 4 3 4
X1.2 4 5 4 5 3 3 5 4 4 4 5 5 3 4 3 4 4 4 5 4 5 4 5 3 3 5 4 4 4
X1.3 4 5 4 5 3 3 5 4 4 4 5 5 3 4 3 4 4 4 5 4 5 4 5 3 3 5 4 4 4
X1.4 3 4 4 4 3 3 4 5 4 4 3 5 3 3 3 4 4 3 4 3 4 4 4 3 3 4 5 4 4
X1.5 2 5 4 4 3 4 4 5 5 4 4 5 3 4 4 5 5 4 5 2 5 4 4 3 4 4 5 5 4
X1.6 2 5 4 4 3 4 4 5 5 4 4 5 3 4 4 5 5 4 5 2 5 4 4 3 4 4 5 5 4
X1.7 3 3 4 5 4 4 3 5 3 5 3 4 4 3 4 3 3 4 3 3 3 4 5 4 4 3 5 3 5
X1.8 3 4 4 5 5 4 4 5 3 4 4 5 5 4 5 3 4 5 4 3 4 4 5 5 4 4 5 3 4
X1.9 3 4 4 5 5 4 4 5 3 4 4 5 5 4 5 3 4 5 4 3 4 4 5 5 4 4 5 3 4
X1.10 3 4 3 4 3 3 4 4 3 5 4 4 3 5 4 4 3 3 4 3 4 3 4 3 3 4 4 3 5
X1.11 3 5 4 4 4 4 4 5 3 5 4 5 4 5 4 5 4 4 4 3 5 4 4 4 4 4 5 3 5
X1.12 3 5 4 4 4 4 4 5 3 5 4 5 4 5 4 5 4 4 4 3 5 4 4 4 4 4 5 3 5
X1.13 3 4 4 5 4 4 4 5 4 4 3 5 3 3 3 4 4 3 4 3 4 4 5 4 4 4 5 4 4
X1.T 39 58 51 58 47 47 53 61 47 56 52 63 46 52 49 52 51 51 55 39 58 51 58 47 47 53 61 47 56
X1 3,00 4,46 3,92 4,46 3,62 3,62 4,08 4,69 3,62 4,31 4,00 4,85 3,54 4,00 3,77 4,00 3,92 3,92 4,23 3,00 4,46 3,92 4,46 3,62 3,62 4,08 4,69 3,62 4,31
Lampiran 2b (lanjutan): Res p 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64
E-Service Quality X1.1 5 5 3 4 3 3 3 4 4 3 4 5 4 5 3 5 3 5 3 5 3 4 4 3 4 4 3 4 5
X1.2 5 5 3 4 3 4 4 4 5 4 4 5 4 5 3 5 4 5 3 5 4 5 4 3 4 4 4 5 5
X1.3 5 5 3 4 3 4 4 4 5 4 4 5 4 5 4 5 4 5 3 5 4 5 4 3 4 4 4 5 5
X1.4 3 5 3 3 3 4 4 3 4 3 3 4 3 4 4 2 3 2 4 3 4 4 4 3 3 3 3 3 3
X1.5 4 5 3 4 4 5 5 4 5 3 4 5 4 5 3 3 4 3 4 3 4 4 4 3 3 4 4 3 4
X1.6 4 5 3 4 4 5 5 4 5 3 4 5 4 5 3 3 4 3 4 3 4 4 4 3 3 4 4 3 4
X1.7 3 4 4 3 4 3 3 4 3 4 4 2 3 2 4 3 4 4 4 3 3 3 3 3 3 4 4 4 3
X1.8 4 5 5 4 5 3 4 5 4 5 4 3 4 3 4 3 4 4 4 3 3 4 4 3 4 5 5 5 4
X1.9 4 5 5 4 5 3 4 5 4 5 4 3 4 3 4 3 4 4 4 3 3 4 4 3 4 5 5 5 4
X1.10 4 4 3 5 4 4 3 3 4 4 4 4 4 4 4 3 3 3 3 4 3 3 4 3 3 4 4 3 4
X1.11 4 5 4 5 4 5 4 4 4 4 5 5 4 5 3 4 3 4 3 4 3 3 5 4 4 5 4 4 4
X1.12 4 5 4 5 4 5 4 4 4 4 5 5 4 5 3 4 3 4 3 4 3 3 5 4 4 5 4 4 4
X1.13 3 5 3 3 3 4 4 3 4 3 3 4 3 4 4 2 3 3 4 3 4 4 4 3 4 3 3 3 3
X1.T 52 63 46 52 49 52 51 51 55 49 52 55 49 55 46 45 46 49 46 48 45 50 53 41 47 54 51 51 52
X1 4,00 4,85 3,54 4,00 3,77 4,00 3,92 3,92 4,23 3,77 4,00 4,23 3,77 4,23 3,54 3,46 3,54 3,77 3,54 3,69 3,46 3,85 4,08 3,15 3,62 4,15 3,92 3,92 4,00
Lampiran 2b (lanjutan): Resp 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
E-Service Quality X1.1 4 4 4 5 4 3 4 4 5 4 4 4 5 4 4 4 5 4 4 4 4 5 4 4 4 4 4 4
X1.2 5 5 5 5 5 4 4 5 5 5 5 5 5 4 5 4 5 4 5 4 5 5 5 5 4 5 5 5
X1.3 5 5 5 5 5 4 4 5 5 5 5 5 5 4 5 4 5 4 5 4 5 5 5 5 4 5 5 5
X1.4 4 4 4 3 4 4 3 4 2 3 4 3 4 4 4 3 4 4 4 5 4 3 5 3 4 4 4 3
X1.5 5 5 5 4 5 4 4 4 3 4 4 4 5 5 4 3 5 4 5 5 5 4 5 3 4 4 4 4
X1.6 5 5 5 4 5 4 4 4 3 4 4 4 5 5 4 3 5 4 5 5 5 4 5 3 4 4 4 4
X1.7 4 4 3 4 2 3 4 3 4 4 4 3 4 4 4 5 4 3 5 3 4 4 4 3 4 4 4 4
X1.8 5 4 4 4 3 4 4 4 5 5 4 3 5 4 5 5 5 4 5 3 4 4 4 4 4 4 5 4
X1.9 5 4 4 4 3 4 4 4 5 5 4 3 5 4 5 5 5 4 5 3 4 4 4 4 4 4 5 4
X1.10 4 4 3 3 3 5 3 4 4 4 4 4 4 4 4 4 5 4 4 4 4 3 4 4 3 4 4 4
X1.11 4 4 4 4 4 5 3 4 4 4 4 4 5 5 4 4 5 4 4 4 4 4 5 4 4 4 5 5
X1.12 4 4 4 4 4 5 3 4 4 4 4 4 5 5 4 4 5 4 4 4 4 4 5 4 4 4 5 5
X1.13 4 4 4 3 4 4 3 4 2 3 4 4 4 4 4 3 4 4 4 5 4 3 5 3 4 4 4 3
X1.T 58 56 54 52 51 53 47 53 51 54 54 50 61 56 56 51 62 51 59 53 56 52 60 49 51 54 58 54
X1 4,46 4,31 4,15 4,00 3,92 4,08 3,62 4,08 3,92 4,15 4,15 3,85 4,69 4,31 4,31 3,92 4,77 3,92 4,54 4,08 4,31 4,00 4,62 3,77 3,92 4,15 4,46 4,15
Lampiran 2b (lanjutan): Resp 93 94 95 96 97 98 99 100
E-Service Quality X1.1 4 4 4 4 4 4 4 5
X1.2 5 4 5 5 5 4 4 5
X1.3 5 4 5 5 5 4 4 5
X1.4 4 4 4 4 3 3 5 3
X1.5 4 4 5 4 4 4 5 3
X1.6 4 4 5 4 4 4 5 3
X1.7 3 3 5 3 2 3 3 4
X1.8 4 4 5 3 2 4 4 4
X1.9 4 4 5 3 2 4 4 4
X1.10 4 4 4 4 4 4 4 4
X1.11 4 4 4 5 4 5 5 5
X1.12 4 4 4 5 4 5 5 5
X1.13 4 4 4 4 3 3 5 4
X1.T 53 51 59 53 46 51 57 54
X1 4,08 3,92 4,54 4,08 3,54 3,92 4,38 4,15
Lampiran 2c. Jawaban Responden Untuk Customer Satisfaction dan Customer Loyalty Res Customer Satisfaction p X2.1 X2.2 X2.3 X2.4 X2.5 X2.6 X2.T 1 4 4 4 4 4 3 23 2 3 3 3 2 2 2 15 3 2 3 2 3 4 4 18 4 2 4 3 4 3 3 19 5 4 3 4 3 3 3 20 6 3 2 4 4 4 4 21 7 4 4 4 3 3 2 20 8 3 3 3 3 3 4 19 9 2 3 2 3 2 2 14 10 4 5 5 4 4 4 26 11 3 4 4 4 5 5 25 12 5 5 5 5 5 5 30 13 4 4 4 3 4 4 23 14 3 4 4 1 2 1 15 15 4 4 4 4 4 4 24 16 4 5 5 4 5 5 28 17 4 5 4 4 4 4 25 18 3 4 4 2 3 3 19 19 5 5 5 5 5 5 30 20 5 5 5 5 5 5 30 21 5 5 5 5 5 5 30 22 4 4 5 5 5 5 28 23 5 5 5 5 5 5 30 24 3 3 3 4 4 4 21 25 5 5 5 4 5 5 29 26 3 4 4 1 1 2 15 27 4 4 4 4 4 4 24 28 4 4 4 3 3 3 21 29 4 4 4 3 3 3 21 30 4 4 4 1 1 2 16 31 3 4 4 5 5 5 26 32 4 5 5 5 5 5 29 33 5 5 5 3 4 4 26 34 4 4 4 3 2 2 19 35 4 4 4 5 5 5 27 36 4 4 4 4 4 4 24 37 5 5 5 5 5 5 30 38 3 3 3 2 1 1 13 39 3 3 3 5 5 5 24 40 4 4 4 2 1 2 17 41 5 5 5 5 5 5 30 42 4 4 4 4 4 4 24 43 4 4 4 4 4 4 24 44 4 5 5 4 5 5 28 45 2 3 3 4 5 5 22
X2 Y1 Y2 3,83 4 3 2,50 2 2 3,00 4 4 3,17 3 4 3,33 3 3 3,50 4 4 3,33 2 3 3,17 3 3 2,33 2 3 4,33 4 5 4,17 4 5 5,00 4 5 3,83 4 3 2,50 2 3 4,00 4 5 4,67 4 5 4,17 4 4 3,17 3 2 5,00 4 5 5,00 4 5 5,00 4 5 4,67 4 5 5,00 4 5 3,50 4 4 4,83 4 4 2,50 2 2 4,00 4 4 3,50 3 3 3,50 3 4 2,67 3 3 4,33 4 5 4,83 4 5 4,33 4 4 3,17 2 3 4,50 4 5 4,00 4 4 5,00 4 5 2,17 3 2 4,00 4 5 2,83 2 2 5,00 4 5 4,00 4 4 4,00 4 4 4,67 4 4 3,67 4 5
Customer Loyalty Y3 Y4 Y5 Y6 Y.T 4 3 4 4 22 3 2 4 3 16 4 4 3 4 23 4 4 3 3 21 3 4 4 3 20 4 3 3 4 22 3 3 3 3 17 4 3 4 3 20 3 2 4 2 16 4 4 4 4 25 4 4 4 4 25 4 5 5 4 27 3 4 4 4 22 3 3 3 3 17 4 4 4 4 25 4 4 4 4 25 4 4 5 4 25 3 3 4 3 18 4 5 5 4 27 4 5 5 4 27 4 5 5 4 27 4 4 5 4 26 4 4 5 4 26 3 4 4 5 24 4 5 5 4 26 3 3 3 3 16 4 4 5 4 25 3 4 4 3 20 4 4 4 3 22 3 3 3 3 18 3 4 4 4 24 4 4 4 4 25 4 4 5 4 25 3 3 4 3 18 4 5 5 4 27 3 4 4 4 23 4 5 5 4 27 3 3 3 3 17 4 4 5 4 26 3 3 4 3 17 4 4 5 4 26 3 4 4 4 23 3 4 4 4 23 4 4 4 4 24 3 4 4 4 24
Y 3,67 2,67 3,83 3,50 3,33 3,67 2,83 3,33 2,67 4,17 4,17 4,50 3,67 2,83 4,17 4,17 4,17 3,00 4,50 4,50 4,50 4,33 4,33 4,00 4,33 2,67 4,17 3,33 3,67 3,00 4,00 4,17 4,17 3,00 4,50 3,83 4,50 2,83 4,33 2,83 4,33 3,83 3,83 4,00 4,00
Lampiran 2c (lanjutan): Res Customer Satisfaction p X2.1 X2.2 X2.3 X2.4 X2.5 X2.6 X2.T 46 4 4 4 5 5 5 27 47 4 5 5 2 3 3 22 48 2 3 3 4 4 4 20 49 4 5 5 4 5 5 28 50 2 4 3 4 3 3 19 51 3 3 3 4 4 4 21 52 4 4 4 4 4 4 24 53 3 3 3 4 4 4 21 54 4 5 5 4 4 4 26 55 3 4 4 4 4 4 23 56 3 4 4 2 3 3 19 57 4 4 4 3 4 4 23 58 4 4 4 4 4 4 24 59 3 3 3 2 3 3 17 60 3 4 4 4 4 4 23 61 4 4 4 3 4 4 23 62 4 4 4 4 4 4 24 63 4 4 4 3 4 4 23 64 4 5 5 4 5 5 28 65 4 4 4 3 4 4 23 66 4 5 5 5 5 5 29 67 4 5 5 4 4 4 26 68 5 5 5 4 4 4 27 69 4 4 4 5 5 5 27 70 4 4 4 5 5 5 27 71 2 3 3 3 3 3 17 72 4 4 4 4 5 5 26 73 4 4 4 5 5 5 27 74 4 5 5 4 4 4 26 75 4 4 4 4 5 5 26 76 4 4 4 5 5 5 27 77 4 4 4 4 4 4 24 78 4 5 5 4 4 4 26 79 4 4 4 4 4 4 24 80 4 4 4 4 4 4 24 81 4 4 4 4 4 4 24 82 4 5 5 4 4 4 26 83 4 5 5 4 4 4 26 84 5 5 5 5 5 5 30 85 4 5 5 4 5 5 28 86 4 4 4 4 5 5 26 87 4 5 5 5 5 5 29 88 3 4 4 5 5 5 26 89 4 4 4 4 5 5 26 90 3 4 4 4 4 4 23
X2 Y1 Y2 4,50 4 5 3,67 3 2 3,33 4 4 4,67 4 4 3,17 3 4 3,50 4 4 4,00 4 5 3,50 4 5 4,33 4 4 3,83 4 4 3,17 3 2 3,83 4 3 4,00 4 4 2,83 3 2 3,83 4 4 3,83 4 3 4,00 4 4 3,83 4 3 4,67 4 4 3,83 4 3 4,83 4 3 4,33 4 4 4,50 4 4 4,50 4 4 4,50 4 4 2,83 3 3 4,33 4 4 4,50 4 5 4,33 4 4 4,33 4 4 4,50 4 5 4,00 4 4 4,33 4 4 4,00 4 5 4,00 4 5 4,00 4 4 4,33 4 4 4,33 4 4 5,00 4 5 4,67 4 4 4,33 4 4 4,83 4 5 4,33 4 5 4,33 4 4 3,83 4 4
Customer Loyalty Y3 Y4 Y5 Y6 Y.T 4 4 4 4 25 4 4 4 3 20 3 3 4 4 22 4 5 5 4 26 4 4 3 3 21 3 4 4 4 23 3 3 4 4 23 3 4 4 4 24 3 3 4 4 22 3 4 4 4 23 3 3 3 2 16 3 3 4 4 21 4 4 4 4 24 3 3 3 3 17 3 4 4 3 22 3 4 4 4 22 3 4 4 4 23 3 4 4 4 22 4 4 4 4 24 4 4 4 3 22 4 4 3 4 22 4 4 4 4 24 4 4 4 4 24 3 3 4 3 21 4 4 4 4 24 3 3 4 3 19 4 4 4 4 24 4 4 4 4 25 4 4 4 4 24 4 4 4 4 24 4 4 4 4 25 4 4 5 4 25 4 4 4 4 24 4 4 4 4 25 4 4 4 4 25 4 5 5 4 26 4 4 4 4 24 4 4 5 4 25 4 4 5 4 26 4 4 4 4 24 4 4 5 4 25 4 5 5 4 27 4 4 4 4 25 4 4 4 4 24 4 4 4 4 24
Y 4,17 3,33 3,67 4,33 3,50 3,83 3,83 4,00 3,67 3,83 2,67 3,50 4,00 2,83 3,67 3,67 3,83 3,67 4,00 3,67 3,67 4,00 4,00 3,50 4,00 3,17 4,00 4,17 4,00 4,00 4,17 4,17 4,00 4,17 4,17 4,33 4,00 4,17 4,33 4,00 4,17 4,50 4,17 4,00 4,00
Lampiran 2c (lanjutan): Res Customer Satisfaction p X2.1 X2.2 X2.3 X2.4 X2.5 X2.6 X2.T 91 4 4 4 4 4 4 24 92 4 4 4 5 5 5 27 93 3 4 4 4 5 5 25 94 4 4 4 4 5 5 26 95 5 5 5 4 5 5 29 96 4 4 4 5 5 5 27 97 3 4 4 4 5 5 25 98 4 4 4 5 5 5 27 99 4 5 5 4 4 4 26 100 4 4 4 4 5 5 26
X2 Y1 Y2 4,00 4 4 4,50 4 5 4,17 4 4 4,33 4 4 4,83 4 4 4,50 4 5 4,17 4 4 4,50 4 5 4,33 4 4 4,33 4 4
Customer Loyalty Y3 Y4 Y5 Y6 Y.T 4 4 4 4 24 4 4 5 4 26 4 4 5 4 25 4 4 4 4 24 4 4 5 4 25 4 4 5 4 26 4 4 4 4 24 4 4 4 4 25 4 4 4 4 24 4 4 4 4 24
Y 4,00 4,33 4,17 4,00 4,17 4,33 4,00 4,17 4,00 4,00
Lampiran 3. Frekuensi
Je nis Ke lam in Re sponden
Valid
Laki-Laki Perempuan Total
Frequenc y 83 17 100
Percent 83,0 17,0 100,0
Valid Percent 83,0 17,0 100,0
Cumulativ e Percent 83,0 100,0
Usia Res ponde n
Valid
18 - 27 tahun 28 - 37 tahun 38 - 47 tahun Lebih dari 47 tahun Total
Frequenc y 60 33 5 2 100
Percent 60,0 33,0 5,0 2,0 100,0
Valid Percent 60,0 33,0 5,0 2,0 100,0
Cumulativ e Percent 60,0 93,0 98,0 100,0
Tem pat Tinggal
V alid
Surabaya
Frequenc y 100
Percent 100,0
V alid Percent 100,0
Cumulativ e Percent 100,0
Pernah Trans ak s i?
V alid
Pernah
Frequenc y 100
Percent 100,0
V alid Percent 100,0
Cumulativ e Percent 100,0
Lampiran 4. Hasil Uji Validitas Cor relatio ns x11 x11
x12
x13
x14
x15
x16
x17
x18
x19
X110
X111
X112
X113
Total1
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
1 100 ,702** ,000 100 ,736** ,000 100 ,078 ,439 100 ,323** ,001 100 ,301** ,002 100 ,112 ,267 100 ,158 ,117 100 ,158 ,117 100 ,337** ,001 100 ,440** ,000 100 ,418** ,000 100 ,072 ,475 100 ,567** ,000 100
x12 ,702** ,000 100 1 100 ,935** ,000 100 ,179 ,076 100 ,397** ,000 100 ,416** ,000 100 ,084 ,405 100 ,166 ,099 100 ,156 ,121 100 ,340** ,001 100 ,359** ,000 100 ,379** ,000 100 ,155 ,123 100 ,624** ,000 100
**. Correlation is s ignif icant at the 0.01 lev el (2-tailed). *. Correlation is s ignif icant at the 0.05 lev el (2-tailed).
x13 ,736** ,000 100 ,935** ,000 100 1 100 ,236* ,018 100 ,405** ,000 100 ,390** ,000 100 ,094 ,354 100 ,173 ,085 100 ,163 ,105 100 ,406** ,000 100 ,332** ,001 100 ,310** ,002 100 ,227* ,023 100 ,638** ,000 100
x14 ,078 ,439 100 ,179 ,076 100 ,236* ,018 100 1 100 ,715** ,000 100 ,685** ,000 100 ,175 ,082 100 ,256* ,010 100 ,233* ,020 100 ,363** ,000 100 ,333** ,001 100 ,333** ,001 100 ,907** ,000 100 ,659** ,000 100
x15 ,323** ,001 100 ,397** ,000 100 ,405** ,000 100 ,715** ,000 100 1 100 ,976** ,000 100 ,185 ,065 100 ,324** ,001 100 ,311** ,002 100 ,341** ,001 100 ,439** ,000 100 ,439** ,000 100 ,602** ,000 100 ,783** ,000 100
x16 ,301** ,002 100 ,416** ,000 100 ,390** ,000 100 ,685** ,000 100 ,976** ,000 100 1 100 ,143 ,155 100 ,276** ,006 100 ,262** ,008 100 ,333** ,001 100 ,457** ,000 100 ,475** ,000 100 ,573** ,000 100 ,761** ,000 100
x17 ,112 ,267 100 ,084 ,405 100 ,094 ,354 100 ,175 ,082 100 ,185 ,065 100 ,143 ,155 100 1 100 ,744** ,000 100 ,742** ,000 100 ,158 ,118 100 ,097 ,337 100 ,117 ,246 100 ,199* ,048 100 ,481** ,000 100
x18 ,158 ,117 100 ,166 ,099 100 ,173 ,085 100 ,256* ,010 100 ,324** ,001 100 ,276** ,006 100 ,744** ,000 100 1 100 ,992** ,000 100 ,252* ,011 100 ,236* ,018 100 ,255* ,011 100 ,230* ,021 100 ,629** ,000 100
x19 ,158 ,117 100 ,156 ,121 100 ,163 ,105 100 ,233* ,020 100 ,311** ,002 100 ,262** ,008 100 ,742** ,000 100 ,992** ,000 100 1 100 ,228* ,023 100 ,222* ,027 100 ,240* ,016 100 ,208* ,038 100 ,612** ,000 100
X110 ,337** ,001 100 ,340** ,001 100 ,406** ,000 100 ,363** ,000 100 ,341** ,001 100 ,333** ,001 100 ,158 ,118 100 ,252* ,011 100 ,228* ,023 100 1 100 ,637** ,000 100 ,612** ,000 100 ,334** ,001 100 ,617** ,000 100
X111 ,440** ,000 100 ,359** ,000 100 ,332** ,001 100 ,333** ,001 100 ,439** ,000 100 ,457** ,000 100 ,097 ,337 100 ,236* ,018 100 ,222* ,027 100 ,637** ,000 100 1 100 ,978** ,000 100 ,290** ,003 100 ,677** ,000 100
X112 ,418** ,000 100 ,379** ,000 100 ,310** ,002 100 ,333** ,001 100 ,439** ,000 100 ,475** ,000 100 ,117 ,246 100 ,255* ,011 100 ,240* ,016 100 ,612** ,000 100 ,978** ,000 100 1 100 ,290** ,003 100 ,682** ,000 100
X113 ,072 ,475 100 ,155 ,123 100 ,227* ,023 100 ,907** ,000 100 ,602** ,000 100 ,573** ,000 100 ,199* ,048 100 ,230* ,021 100 ,208* ,038 100 ,334** ,001 100 ,290** ,003 100 ,290** ,003 100 1 100 ,608** ,000 100
Total1 ,567** ,000 100 ,624** ,000 100 ,638** ,000 100 ,659** ,000 100 ,783** ,000 100 ,761** ,000 100 ,481** ,000 100 ,629** ,000 100 ,612** ,000 100 ,617** ,000 100 ,677** ,000 100 ,682** ,000 100 ,608** ,000 100 1 100
Lampiran 4. Uji Validitas (lanjutan) Customer Satisfaction Cor relations X2.1 X2.1
X2.2
X2.3
X2.4
X2.5
X2.6
Total 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 Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
1 100 ,695** ,000 100 ,782** ,000 100 ,332** ,001 100 ,368** ,000 100 ,371** ,000 100 ,696** ,000 100
X2.2 ,695** ,000 100 1 100 ,885** ,000 100 ,307** ,002 100 ,357** ,000 100 ,353** ,000 100 ,696** ,000 100
X2.3 ,782** ,000 100 ,885** ,000 100 1 100 ,324** ,001 100 ,402** ,000 100 ,401** ,000 100 ,739** ,000 100
X2.4 ,332** ,001 100 ,307** ,002 100 ,324** ,001 100 1 100 ,850** ,000 100 ,830** ,000 100 ,819** ,000 100
X2.5 ,368** ,000 100 ,357** ,000 100 ,402** ,000 100 ,850** ,000 100 1 100 ,966** ,000 100 ,883** ,000 100
X2.6 Total X2 ,371** ,696** ,000 ,000 100 100 ,353** ,696** ,000 ,000 100 100 ,401** ,739** ,000 ,000 100 100 ,830** ,819** ,000 ,000 100 100 ,966** ,883** ,000 ,000 100 100 1 ,878** ,000 100 100 ,878** 1 ,000 100 100
**. Correlation is significant at the 0.01 level (2-tailed).
Customer Loyalty Cor relations Y 1.1 Y 1.1
Y 1.2
Y 1.3
Y 1.4
Y 1.5
Y 1.6
Total Y
Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N Pearson Correlation Sig. (2-tailed) N
1 100 ,672** ,000 100 ,466** ,000 100 ,623** ,000 100 ,450** ,000 100 ,823** ,000 100 ,844** ,000 100
Y 1.2 ,672** ,000 100 1 100 ,510** ,000 100 ,605** ,000 100 ,501** ,000 100 ,656** ,000 100 ,864** ,000 100
**. Correlation is s ignif icant at the 0.01 level (2-tailed).
Y 1.3 ,466** ,000 100 ,510** ,000 100 1 100 ,553** ,000 100 ,406** ,000 100 ,422** ,000 100 ,683** ,000 100
Y 1.4 ,623** ,000 100 ,605** ,000 100 ,553** ,000 100 1 100 ,558** ,000 100 ,577** ,000 100 ,820** ,000 100
Y 1.5 ,450** ,000 100 ,501** ,000 100 ,406** ,000 100 ,558** ,000 100 1 100 ,448** ,000 100 ,707** ,000 100
Y 1.6 ,823** ,000 100 ,656** ,000 100 ,422** ,000 100 ,577** ,000 100 ,448** ,000 100 1 100 ,817** ,000 100
Total Y ,844** ,000 100 ,864** ,000 100 ,683** ,000 100 ,820** ,000 100 ,707** ,000 100 ,817** ,000 100 1 100
Lampiran 5. Uji Reliabilitas
E-Service Quality Cas e Proce ss ing Summ ary N Cases
Valid Ex cludeda Total
100 0 100
% 100,0 ,0 100,0
a. Listw ise deletion bas ed on all variables in the proc edure. Reliability Statis tics Cronbac h's A lpha ,880
N of Items 13 Item -Total Statis tics
x11 x12 x13 x14 x15 x16 x17 x18 x19 X110 X111 X112 X113
Scale Mean if Item Deleted 48,0100 47,6000 47,5700 48,3300 47,9000 47,9100 48,3400 47,8600 47,8700 48,1800 47,8000 47,8000 48,2300
Scale V arianc e if Item Deleted 32,394 31,535 31,722 31,456 29,687 29,840 32,792 31,112 31,306 32,472 31,535 31,495 32,037
Correc ted Item-Total Correlation ,484 ,539 ,562 ,584 ,723 ,696 ,377 ,538 ,519 ,549 ,610 ,616 ,529
Cronbach's A lpha if Item Deleted ,876 ,873 ,872 ,870 ,862 ,864 ,882 ,873 ,874 ,873 ,869 ,869 ,873
Lampiran 5 (lanjutan):
Customer Satisfaction Cas e Proce ss ing Summ ary N Cases
Valid Ex cludeda Total
100 0 100
% 100,0 ,0 100,0
a. Listw ise deletion bas ed on all variables in the proc edure. Reliability Statis tics Cronbac h's A lpha ,877
N of Items 6
Item -Total Statis tics
X21 X22 X23 X24 X25 X26
Scale Mean if Item Deleted 20,3200 19,9500 19,9600 20,2300 20,0000 19,9900
Lampiran 5 (lanjutan):
Scale Varianc e if Item Deleted 12,967 13,260 12,907 11,149 10,323 10,555
Correc ted Item-Total Correlation ,581 ,593 ,643 ,713 ,803 ,798
Cronbach's Alpha if Item Deleted ,872 ,871 ,864 ,851 ,834 ,835
Customer loyalty Cas e Proce ss ing Summ ary N Cases
Valid Ex cludeda Total
100 0 100
% 100,0 ,0 100,0
a. Listw ise deletion bas ed on all variables in the proc edure. Reliability Statis tics Cronbac h's A lpha ,870
N of Items 6
Item -Total Statis tics
Y11 Y12 Y13 Y14 Y15 Y16
Scale Mean if Item Deleted 19,4000 19,1500 19,4700 19,2600 19,0000 19,3700
Scale Varianc e if Item Deleted 5,899 4,755 6,757 5,932 6,323 6,316
Correc ted Item-Total Correlation ,768 ,743 ,579 ,732 ,578 ,746
Cronbach's Alpha if Item Deleted ,832 ,849 ,864 ,838 ,863 ,841
Lampiran 6. Output Regresi Linier Berganda Des criptive Statis tics Mean 3,8550 3,9962 4,0150
customer loyalty e-s ervice quality customer satisf ac tion
Std. Deviation ,48354 ,46533 ,68045
N 100 100 100
V ariables Enter ed/Re m ovebd Model 1
V ariables Entered customer satisf actio n, e-s ervice a quality
V ariables Remov ed
.
Method
Enter
a. A ll requested variables entered. b. Dependent V ariable: c us tomer loy alty
Model
R
1
,882
a
R Square
Adjusted Square
,777
,773
R
Std. Error of the Estimate ,23050
ANOVAb Model 1
Regression Residual Total
Sum of Squares 17,994 5,154 23,148
df 2 97 99
Mean Square 8,997 ,053
F 169,341
a. Predictors: (Constant), customer satisfac tion , e-service quality b. Dependent Variable: c ustomer loy alty
Sig. ,000 a
Lampiran 6 (lanjutan): Model 1
R
Model Summary R Square Adjusted R Square
a ,777 ,882 a.Predictors:(Constant), customer satisfaction, e-service quality
,773
Std. Error of the Estimate ,23050
