ANALISA DATA SPSS: PENGARUH PENGALAMAN PELANGGAN BERHUBUNGAN DENGAN CALL CENTER TERHADAP LOYALITAS...
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Lampiran 3: Hasil Analisa Frequencies Statistics jenis_kelamin 100 0 Valid Missing N jenis_kelamin 55 55.0 55.0 55.0 45 45.0 45.0 100.0 100 100.0 100.0 laki-laki perempuan Total Valid Frequency Percent Valid Percent Cumulative Percent Frequencies Statistics usia 100 0 2.5100 2.0000 2.00 Valid Missing N Mean Median Mode usia 3 3.0 3.0 3.0 53 53.0 53.0 56.0 34 34.0 34.0 90.0 10 10.0 10.0 100.0 100 100.0 100.0 18-20 21-25 25-30 30-35 Total Valid Frequency Percent Valid Percent Cumulative Percent
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Kholil Ahmad (0901320349), The influence of voice-to-voice Customer’s experiential encounter to Brand Loyalty in customer simPATI PT Telkomsel pointof view, xiii +125 pages + 18 figures + 31 tables + 53 Bibliographies (1969 –2006) + 3 attachments.Call center officer or known as customer contact representative (CCR) plays a very important role as the link between company and its customer. Customer often perceived organization’s overall service quality based on their interaction experience with customer contact representatives (CCR). That means that every service encounter could provide a chance for the company to prove its potential as a good quality service provider and could enhance customer loyalty. The objective of this research was to find the relationship between customer experiences in interacting with call center officer with the assessment of overall service quality and brand loyalty. To measure the customer’s experience in interacting with call center officer through a voice to voice encounter, this research adapted four model measurements from Arjen Burgers, et al, which were: Adaptive ness, Assurance, Empathy and Authority.The research used literature study and survey method in form of questioner to collect primary data. The populations of this research were simPATI card users, aged 18-35 years old, live in Depok and ever had a voice to voice encounter with call center officer, at least one time. The number of sample taken for this research was 100 respondents and used the non-probability purposive sampling Factor analysis, simple and multiple regression techniques were used to analize the data. This research found out that customer experience in interacting with call center officer via its dimension “Authority” had a significant and positive impact on the perceived over all service quality. Moreover, the other dimensions, suchas: Adaptive ness, Assurance and empathy were not significantly influenced the formation of perceived overall service quality.. It also found out that overall service quality had a positive and significant impact on brand loyalty as well. It was proved that customer experiences in interacting with call center officer was indirectly influenced to the formation of brand loyalty. Customer experiences in interacting with call center officer, especially its authority dimension were influenced the excellence over all service quality. Then, perceived excellence overall service quality was directly influenced the formation of brand loyalty.
Transcript of ANALISA DATA SPSS: PENGARUH PENGALAMAN PELANGGAN BERHUBUNGAN DENGAN CALL CENTER TERHADAP LOYALITAS...
Lampiran 3: Hasil Analisa
Frequencies
Statistics
jenis_kelamin100
0
Valid
Missing
N
jenis_kelamin
55 55.0 55.0 55.0
45 45.0 45.0 100.0
100 100.0 100.0
laki-laki
perempuan
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
usia100
0
2.5100
2.0000
2.00
Valid
Missing
N
Mean
Median
Mode
usia
3 3.0 3.0 3.0
53 53.0 53.0 56.0
34 34.0 34.0 90.0
10 10.0 10.0 100.0
100 100.0 100.0
18-20
21-25
25-30
30-35
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
tingkat_pendidikan100
0
5.3300
5.5000
6.00
Valid
Missing
N
Mean
Median
Mode
Frequencies
Statistics
Pemakaian_Pulsa_Perbulan100
0
3.9300
4.0000
4.00
Valid
Missing
N
Mean
Median
Mode
Pemakaian_Pulsa_Perbulan
10 10.0 10.0 10.0
26 26.0 26.0 36.0
33 33.0 33.0 69.0
23 23.0 23.0 92.0
8 8.0 8.0 100.0
100 100.0 100.0
20,000
50.000-100.000
100.000-200.000
200.000-500.000
lebih_500.000
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
Lama_Penggunaan100
0
3.6800
4.0000
4.00
Valid
Missing
N
Mean
Median
Mode
Lama_Penggunaan
7 7.0 7.0 7.0
12 12.0 12.0 19.0
81 81.0 81.0 100.0
100 100.0 100.0
3bulan-6bulan
6bulan-1tahun
lebih_1tahun
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
Pernah_hubungi_callcenter100
0
1.0000
1.0000
1.00
Valid
Missing
N
Mean
Median
Mode
Pernah_hubungi_callcenter
100 100.0 100.0 100.0pernahValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
Jumlah_hubungi_callcenter100
0
1.7200
1.0000
1.00
Valid
Missing
N
Mean
Median
Mode
Jumlah_hubungi_callcenter
53 53.0 53.0 53.0
30 30.0 30.0 83.0
9 9.0 9.0 92.0
8 8.0 8.0 100.0
100 100.0 100.0
kurang_3kali
3kali-6kali
6kali-9kali
lebih_9kali
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
100 100 100 100 100 100 100
0 0 0 0 0 0 0
5.5900 5.6700 5.2100 5.0600 4.9000 4.8300 4.9200
6.0000 6.0000 5.0000 5.0000 5.0000 5.0000 5.0000
6.00 6.00 6.00 6.00 6.00 6.00 6.00
1.15553 1.03529 1.20851 1.30128 1.40346 1.30310 1.33091
2.00 3.00 2.00 2.00 2.00 1.00 2.00
7.00 7.00 7.00 7.00 7.00 7.00 7.00
5.0000 5.0000 4.0000 4.0000 4.0000 4.0000 4.0000
6.0000 6.0000 5.0000 5.0000 5.0000 5.0000 5.0000
6.0000 6.0000 6.0000 6.0000 6.0000 6.0000 6.0000
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Minimum
Maximum
25
50
75
Percentiles
adaptiveness_1
adaptiveness_2
adaptiveness_3
adaptiveness_4
Adaptiveness_5
Adaptiveness_6
Adaptiveness_7
Frequency Table
adaptiveness_1
1 1.0 1.0 1.0
4 4.0 4.0 5.0
15 15.0 15.0 20.0
16 16.0 16.0 36.0
43 43.0 43.0 79.0
21 21.0 21.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
adaptiveness_2
4 4.0 4.0 4.0
12 12.0 12.0 16.0
15 15.0 15.0 31.0
51 51.0 51.0 82.0
18 18.0 18.0 100.0
100 100.0 100.0
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
adaptiveness_3
4 4.0 4.0 4.0
3 3.0 3.0 7.0
20 20.0 20.0 27.0
25 25.0 25.0 52.0
37 37.0 37.0 89.0
11 11.0 11.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
adaptiveness_4
6 6.0 6.0 6.0
6 6.0 6.0 12.0
17 17.0 17.0 29.0
28 28.0 28.0 57.0
33 33.0 33.0 90.0
10 10.0 10.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Adaptiveness_5
8 8.0 8.0 8.0
8 8.0 8.0 16.0
20 20.0 20.0 36.0
25 25.0 25.0 61.0
28 28.0 28.0 89.0
11 11.0 11.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Adaptiveness_6
1 1.0 1.0 1.0
4 4.0 4.0 5.0
9 9.0 9.0 14.0
26 26.0 26.0 40.0
24 24.0 24.0 64.0
29 29.0 29.0 93.0
7 7.0 7.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Adaptiveness_7
5 5.0 5.0 5.0
12 12.0 12.0 17.0
18 18.0 18.0 35.0
24 24.0 24.0 59.0
33 33.0 33.0 92.0
8 8.0 8.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Descriptives
Descriptive Statistics
100 2.00 7.00 5.5900 1.15553
100 3.00 7.00 5.6700 1.03529
100 2.00 7.00 5.2100 1.20851
100 2.00 7.00 5.0600 1.30128
100 2.00 7.00 4.9000 1.40346
100 1.00 7.00 4.8300 1.30310
100 2.00 7.00 4.9200 1.33091
100
adaptiveness_1
adaptiveness_2
adaptiveness_3
adaptiveness_4
Adaptiveness_5
Adaptiveness_6
Adaptiveness_7
Valid N (listwise)
N Minimum Maximum Mean Std. Deviation
Frequencies
Statistics
100 100 100 100
0 0 0 0
5.5600 5.2900 4.9000 4.6900
6.0000 6.0000 5.0000 5.0000
6.00 6.00 6.00 4.00
1.21705 1.30496 1.23501 1.27679
2.00 2.00 2.00 1.00
7.00 7.00 7.00 7.00
5.0000 4.0000 4.0000 4.0000
6.0000 6.0000 5.0000 5.0000
6.0000 6.0000 6.0000 6.0000
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Minimum
Maximum
25
50
75
Percentiles
assurance_1 assurance_2 assurance_3 Assurance_4
Frequency Table
assurance_1
1 1.0 1.0 1.0
7 7.0 7.0 8.0
10 10.0 10.0 18.0
23 23.0 23.0 41.0
35 35.0 35.0 76.0
24 24.0 24.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
assurance_2
4 4.0 4.0 4.0
5 5.0 5.0 9.0
19 19.0 19.0 28.0
18 18.0 18.0 46.0
38 38.0 38.0 84.0
16 16.0 16.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
assurance_3
4 4.0 4.0 4.0
8 8.0 8.0 12.0
26 26.0 26.0 38.0
25 25.0 25.0 63.0
30 30.0 30.0 93.0
7 7.0 7.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Assurance_4
2 2.0 2.0 2.0
3 3.0 3.0 5.0
10 10.0 10.0 15.0
29 29.0 29.0 44.0
25 25.0 25.0 69.0
27 27.0 27.0 96.0
4 4.0 4.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
100 100 100 100 100 100 100 100
0 0 0 0 0 0 0 0
5.1400 5.0600 4.6700 5.0100 5.0200 4.9100 4.5300 4.6300
6.0000 5.0000 5.0000 5.0000 5.0000 5.0000 5.0000 5.0000
6.00 6.00 6.00 6.00 6.00 6.00 5.00 5.00
1.70572 1.34705 1.44289 1.29876 1.32558 1.35658 1.33678 1.43305
1.00 2.00 1.00 1.00 1.00 1.00 1.00 1.00
7.00 7.00 7.00 7.00 7.00 7.00 7.00 7.00
4.0000 4.0000 4.0000 4.0000 4.0000 4.0000 4.0000 4.0000
6.0000 5.0000 5.0000 5.0000 5.0000 5.0000 5.0000 5.0000
6.0000 6.0000 6.0000 6.0000 6.0000 6.0000 5.7500 6.0000
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Minimum
Maximum
25
50
75
Percentiles
empathy_1 empathy_2 empathy_3 empathy_4 empathy_5 empathy_6 Empathy_7 Empathy_8
Frequency Table
empathy_1
3 3.0 3.0 3.0
8 8.0 8.0 11.0
10 10.0 10.0 21.0
9 9.0 9.0 30.0
12 12.0 12.0 42.0
37 37.0 37.0 79.0
21 21.0 21.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
empathy_2
5 5.0 5.0 5.0
8 8.0 8.0 13.0
20 20.0 20.0 33.0
23 23.0 23.0 56.0
31 31.0 31.0 87.0
13 13.0 13.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
empathy_3
2 2.0 2.0 2.0
8 8.0 8.0 10.0
8 8.0 8.0 18.0
26 26.0 26.0 44.0
22 22.0 22.0 66.0
27 27.0 27.0 93.0
7 7.0 7.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
empathy_4
1 1.0 1.0 1.0
4 4.0 4.0 5.0
7 7.0 7.0 12.0
19 19.0 19.0 31.0
28 28.0 28.0 59.0
32 32.0 32.0 91.0
9 9.0 9.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
empathy_5
1 1.0 1.0 1.0
2 2.0 2.0 3.0
12 12.0 12.0 15.0
19 19.0 19.0 34.0
20 20.0 20.0 54.0
37 37.0 37.0 91.0
9 9.0 9.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
empathy_6
1 1.0 1.0 1.0
5 5.0 5.0 6.0
7 7.0 7.0 13.0
25 25.0 25.0 38.0
23 23.0 23.0 61.0
29 29.0 29.0 90.0
10 10.0 10.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Empathy_7
3 3.0 3.0 3.0
6 6.0 6.0 9.0
9 9.0 9.0 18.0
27 27.0 27.0 45.0
30 30.0 30.0 75.0
22 22.0 22.0 97.0
3 3.0 3.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Empathy_8
3 3.0 3.0 3.0
5 5.0 5.0 8.0
15 15.0 15.0 23.0
16 16.0 16.0 39.0
31 31.0 31.0 70.0
24 24.0 24.0 94.0
6 6.0 6.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
100 100 100
0 0 0
5.0900 4.9300 5.0300
5.0000 5.0000 5.0000
6.00 6.00 6.00
1.30341 1.37991 1.29845
2.00 1.00 2.00
7.00 7.00 7.00
4.0000 4.0000 4.0000
5.0000 5.0000 5.0000
6.0000 6.0000 6.0000
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Minimum
Maximum
25
50
75
Percentiles
authority_1 authority_2 Authority_3
Frequency Table
authority_1
3 3.0 3.0 3.0
10 10.0 10.0 13.0
20 20.0 20.0 33.0
21 21.0 21.0 54.0
34 34.0 34.0 88.0
12 12.0 12.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
authority_2
1 1.0 1.0 1.0
4 4.0 4.0 5.0
11 11.0 11.0 16.0
21 21.0 21.0 37.0
21 21.0 21.0 58.0
32 32.0 32.0 90.0
10 10.0 10.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Authority_3
3 3.0 3.0 3.0
9 9.0 9.0 12.0
26 26.0 26.0 38.0
17 17.0 17.0 55.0
34 34.0 34.0 89.0
11 11.0 11.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
100 100 100 100
0 0 0 0
5.2100 5.1800 5.1100 4.6600
6.0000 5.5000 5.0000 5.0000
6.00 6.00 6.00 6.00
1.33557 1.30562 1.33254 1.48542
2.00 2.00 2.00 1.00
7.00 7.00 7.00 7.00
4.0000 4.0000 4.0000 4.0000
6.0000 5.5000 5.0000 5.0000
6.0000 6.0000 6.0000 6.0000
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Minimum
Maximum
25
50
75
Percentiles
overallservqual_1
overallservqual_2
overallservqual_3
overallservqual_4
Frequency Table
overallservqual_1
5 5.0 5.0 5.0
5 5.0 5.0 10.0
21 21.0 21.0 31.0
16 16.0 16.0 47.0
39 39.0 39.0 86.0
14 14.0 14.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
overallservqual_2
4 4.0 4.0 4.0
5 5.0 5.0 9.0
24 24.0 24.0 33.0
17 17.0 17.0 50.0
36 36.0 36.0 86.0
14 14.0 14.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
overallservqual_3
5 5.0 5.0 5.0
6 6.0 6.0 11.0
22 22.0 22.0 33.0
20 20.0 20.0 53.0
34 34.0 34.0 87.0
13 13.0 13.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
overallservqual_4
1 1.0 1.0 1.0
10 10.0 10.0 11.0
11 11.0 11.0 22.0
21 21.0 21.0 43.0
22 22.0 22.0 65.0
27 27.0 27.0 92.0
8 8.0 8.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
100 100 100 100 100 100
0 0 0 0 0 0
5.3900 5.3800 4.5200 4.2300 4.5500 4.7000
6.0000 6.0000 5.0000 4.0000 5.0000 5.0000
6.00 6.00 4.00 4.00 6.00 4.00
1.29408 1.33923 1.50742 1.48973 1.56589 1.70856
2.00 2.00 1.00 1.00 1.00 1.00
7.00 7.00 7.00 7.00 7.00 7.00
4.2500 4.0000 4.0000 3.0000 4.0000 4.0000
6.0000 6.0000 5.0000 4.0000 5.0000 5.0000
6.0000 6.0000 6.0000 5.0000 6.0000 6.0000
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Minimum
Maximum
25
50
75
Percentiles
loyalitas_1 loyalitas_2 loyalitas_3 loyalitas_4 loyalitas_5 Loyalitas_6
Frequency Table
loyalitas_1
3 3.0 3.0 3.0
6 6.0 6.0 9.0
16 16.0 16.0 25.0
18 18.0 18.0 43.0
38 38.0 38.0 81.0
19 19.0 19.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
loyalitas_2
4 4.0 4.0 4.0
6 6.0 6.0 10.0
16 16.0 16.0 26.0
15 15.0 15.0 41.0
40 40.0 40.0 81.0
19 19.0 19.0 100.0
100 100.0 100.0
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
loyalitas_3
5 5.0 5.0 5.0
7 7.0 7.0 12.0
8 8.0 8.0 20.0
26 26.0 26.0 46.0
25 25.0 25.0 71.0
23 23.0 23.0 94.0
6 6.0 6.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
loyalitas_4
4 4.0 4.0 4.0
12 12.0 12.0 16.0
10 10.0 10.0 26.0
32 32.0 32.0 58.0
19 19.0 19.0 77.0
19 19.0 19.0 96.0
4 4.0 4.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
loyalitas_5
4 4.0 4.0 4.0
9 9.0 9.0 13.0
9 9.0 9.0 22.0
27 27.0 27.0 49.0
14 14.0 14.0 63.0
31 31.0 31.0 94.0
6 6.0 6.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Loyalitas_6
6 6.0 6.0 6.0
5 5.0 5.0 11.0
12 12.0 12.0 23.0
21 21.0 21.0 44.0
19 19.0 19.0 63.0
20 20.0 20.0 83.0
17 17.0 17.0 100.0
100 100.0 100.0
SANGAT TIDAK SETUJU
TIDAK SETUJU
AGAK TIDAK SETUJU
NETRAL/BIASA
AGAK SETUJU
SETUJU
SANGAT SETUJU
Total
ValidFrequency Percent Valid Percent
CumulativePercent
Frequencies
Statistics
Pengalaman_Pelanggan_berhubungan_dgn_callcenter100
0
110.6400
114.0000
125.00
20.80429
432.819
-.410
.241
-.421
.478
97.00
57.00
154.00
94.0000
114.0000
125.7500
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Variance
Skewness
Std. Error of Skewness
Kurtosis
Std. Error of Kurtosis
Range
Minimum
Maximum
25
50
75
Percentiles
Pengalaman_Pelanggan_berhubungan_dgn_callcenter
1 1.0 1.0 1.0
1 1.0 1.0 2.0
1 1.0 1.0 3.0
2 2.0 2.0 5.0
1 1.0 1.0 6.0
1 1.0 1.0 7.0
2 2.0 2.0 9.0
1 1.0 1.0 10.0
1 1.0 1.0 11.0
1 1.0 1.0 12.0
2 2.0 2.0 14.0
1 1.0 1.0 15.0
3 3.0 3.0 18.0
3 3.0 3.0 21.0
1 1.0 1.0 22.0
2 2.0 2.0 24.0
2 2.0 2.0 26.0
3 3.0 3.0 29.0
2 2.0 2.0 31.0
2 2.0 2.0 33.0
4 4.0 4.0 37.0
1 1.0 1.0 38.0
2 2.0 2.0 40.0
1 1.0 1.0 41.0
2 2.0 2.0 43.0
1 1.0 1.0 44.0
2 2.0 2.0 46.0
1 1.0 1.0 47.0
1 1.0 1.0 48.0
3 3.0 3.0 51.0
4 4.0 4.0 55.0
1 1.0 1.0 56.0
1 1.0 1.0 57.0
4 4.0 4.0 61.0
3 3.0 3.0 64.0
5 5.0 5.0 69.0
6 6.0 6.0 75.0
2 2.0 2.0 77.0
3 3.0 3.0 80.0
1 1.0 1.0 81.0
5 5.0 5.0 86.0
2 2.0 2.0 88.0
1 1.0 1.0 89.0
1 1.0 1.0 90.0
1 1.0 1.0 91.0
1 1.0 1.0 92.0
4 4.0 4.0 96.0
2 2.0 2.0 98.0
1 1.0 1.0 99.0
1 1.0 1.0 100.0
100 100.0 100.0
57.00
63.00
64.00
71.00
73.00
76.00
80.00
82.00
83.00
85.00
87.00
88.00
89.00
90.00
91.00
93.00
94.00
99.00
100.00
102.00
103.00
104.00
105.00
106.00
107.00
108.00
110.00
111.00
113.00
114.00
116.00
117.00
118.00
119.00
121.00
124.00
125.00
126.00
127.00
130.00
131.00
132.00
133.00
134.00
135.00
137.00
139.00
144.00
147.00
154.00
Total
ValidFrequency Percent Valid Percent
CumulativePercent
160.00140.00120.00100.0080.0060.0040.00
Pengalaman_Pelanggan_berhubungan_dgn_callcenter
20
15
10
5
0
Fre
qu
en
cy
Mean = 110.64Std. Dev. = 20.80429N = 100
Histogram
Frequencies
Statistics
tingkat_overallservqual100
0
20.1600
20.0000
24.00
5.00246
25.025
-.439
.241
-.383
.478
20.00
8.00
28.00
16.0000
20.0000
24.0000
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Variance
Skewness
Std. Error of Skewness
Kurtosis
Std. Error of Kurtosis
Range
Minimum
Maximum
25
50
75
Percentiles
tingkat_overallservqual
3 3.0 3.0 3.0
2 2.0 2.0 5.0
3 3.0 3.0 8.0
2 2.0 2.0 10.0
3 3.0 3.0 13.0
1 1.0 1.0 14.0
12 12.0 12.0 26.0
7 7.0 7.0 33.0
5 5.0 5.0 38.0
3 3.0 3.0 41.0
10 10.0 10.0 51.0
3 3.0 3.0 54.0
5 5.0 5.0 59.0
7 7.0 7.0 66.0
19 19.0 19.0 85.0
3 3.0 3.0 88.0
2 2.0 2.0 90.0
2 2.0 2.0 92.0
8 8.0 8.0 100.0
100 100.0 100.0
8.00
10.00
12.00
13.00
14.00
15.00
16.00
17.00
18.00
19.00
20.00
21.00
22.00
23.00
24.00
25.00
26.00
27.00
28.00
Total
ValidFrequency Percent Valid Percent
CumulativePercent
30.0025.0020.0015.0010.005.00
tingkat_overallservqual
20
15
10
5
0
Fre
qu
ency
Mean = 20.16Std. Dev. = 5.00246N = 100
Histogram
Frequencies
Statistics
tingkat_loyalitas100
0
28.7700
29.0000
28.00
6.70573
44.967
-.340
.241
-.222
.478
33.00
9.00
42.00
24.0000
29.0000
34.0000
Valid
Missing
N
Mean
Median
Mode
Std. Deviation
Variance
Skewness
Std. Error of Skewness
Kurtosis
Std. Error of Kurtosis
Range
Minimum
Maximum
25
50
75
Percentiles
tingkat_loyalitas
1 1.0 1.0 1.0
1 1.0 1.0 2.0
3 3.0 3.0 5.0
1 1.0 1.0 6.0
2 2.0 2.0 8.0
1 1.0 1.0 9.0
3 3.0 3.0 12.0
3 3.0 3.0 15.0
2 2.0 2.0 17.0
5 5.0 5.0 22.0
7 7.0 7.0 29.0
2 2.0 2.0 31.0
4 4.0 4.0 35.0
3 3.0 3.0 38.0
9 9.0 9.0 47.0
6 6.0 6.0 53.0
5 5.0 5.0 58.0
5 5.0 5.0 63.0
4 4.0 4.0 67.0
5 5.0 5.0 72.0
4 4.0 4.0 76.0
6 6.0 6.0 82.0
8 8.0 8.0 90.0
3 3.0 3.0 93.0
3 3.0 3.0 96.0
1 1.0 1.0 97.0
3 3.0 3.0 100.0
100 100.0 100.0
9.00
15.00
16.00
17.00
18.00
19.00
20.00
21.00
22.00
23.00
24.00
25.00
26.00
27.00
28.00
29.00
30.00
31.00
32.00
33.00
34.00
35.00
36.00
37.00
38.00
39.00
42.00
Total
ValidFrequency Percent Valid Percent
CumulativePercent
40.0030.0020.0010.00
tingkat_loyalitas
20
15
10
5
0
Fre
qu
ency
Mean = 28.77Std. Dev. = 6.70573N = 100
Histogram
Descriptives
Descriptive Statistics
100 2.00 7.00 5.5900 1.15553
100 3.00 7.00 5.6700 1.03529
100 2.00 7.00 5.2100 1.20851
100 2.00 7.00 5.0600 1.30128
100 2.00 7.00 4.9000 1.40346
100 1.00 7.00 4.8300 1.30310
100 2.00 7.00 4.9200 1.33091
100 2.00 7.00 5.5600 1.21705
100 2.00 7.00 5.2900 1.30496
100 2.00 7.00 4.9000 1.23501
100 1.00 7.00 4.6900 1.27679
100 1.00 7.00 5.1400 1.70572
100 2.00 7.00 5.0600 1.34705
100 1.00 7.00 4.6700 1.44289
100 1.00 7.00 5.0100 1.29876
100 1.00 7.00 5.0200 1.32558
100 1.00 7.00 4.9100 1.35658
100 1.00 7.00 4.5300 1.33678
100 1.00 7.00 4.6300 1.43305
100 2.00 7.00 5.0900 1.30341
100 1.00 7.00 4.9300 1.37991
100 2.00 7.00 5.0300 1.29845
100 2.00 7.00 5.2100 1.33557
100 2.00 7.00 5.1800 1.30562
100 2.00 7.00 5.1100 1.33254
100 1.00 7.00 4.6600 1.48542
100 2.00 7.00 5.3900 1.29408
100 2.00 7.00 5.3800 1.33923
100 1.00 7.00 4.5200 1.50742
100 1.00 7.00 4.2300 1.48973
100 1.00 7.00 4.5500 1.56589
100 1.00 7.00 4.7000 1.70856
100
adaptiveness_1
adaptiveness_2
adaptiveness_3
adaptiveness_4
Adaptiveness_5
Adaptiveness_6
Adaptiveness_7
assurance_1
assurance_2
assurance_3
Assurance_4
empathy_1
empathy_2
empathy_3
empathy_4
empathy_5
empathy_6
Empathy_7
Empathy_8
authority_1
authority_2
Authority_3
overallservqual_1
overallservqual_2
overallservqual_3
overallservqual_4
loyalitas_1
loyalitas_2
loyalitas_3
loyalitas_4
loyalitas_5
Loyalitas_6
Valid N (listwise)
N Minimum Maximum Mean Std. Deviation
Factor Analysis
KMO and Bartlett's Test
.834
437.129
21
.000
Kaiser-Meyer-Olkin Measure of SamplingAdequacy.
Approx. Chi-Square
df
Sig.
Bartlett's Test ofSphericity
Anti-image Matrices
.313 -.216 -.056 .079 -.069 -.029 -.034
-.216 .312 -.029 -.103 .054 .006 -.014
-.056 -.029 .572 -.035 -.062 .009 -.091
.079 -.103 -.035 .332 -.092 -.186 -.013
-.069 .054 -.062 -.092 .369 -.016 -.153
-.029 .006 .009 -.186 -.016 .369 -.082
-.034 -.014 -.091 -.013 -.153 -.082 .345
.757a -.691 -.132 .245 -.203 -.085 -.103
-.691 .760a -.068 -.321 .159 .017 -.042
-.132 -.068 .948a -.081 -.135 .020 -.204
.245 -.321 -.081 .801a -.263 -.530 -.039
-.203 .159 -.135 -.263 .863a -.044 -.430
-.085 .017 .020 -.530 -.044 .857a -.229
-.103 -.042 -.204 -.039 -.430 -.229 .888a
Zscore(adaptiveness_1)
Zscore(adaptiveness_2)
Zscore(adaptiveness_3)
Zscore(adaptiveness_4)
Zscore(Adaptiveness_5)
Zscore(Adaptiveness_6)
Zscore(Adaptiveness_7)
Zscore(adaptiveness_1)
Zscore(adaptiveness_2)
Zscore(adaptiveness_3)
Zscore(adaptiveness_4)
Zscore(Adaptiveness_5)
Zscore(Adaptiveness_6)
Zscore(Adaptiveness_7)
Anti-image Covariance
Anti-image Correlation
Zscore(adaptiveness_1)
Zscore(adaptiveness_2)
Zscore(adaptiveness_3)
Zscore(adaptiveness_4)
Zscore(Adaptiveness_5)
Zscore(Adaptiveness_6)
Zscore(Adaptiveness_7)
Measures of Sampling Adequacy(MSA)a.
Communalities
1.000 .595
1.000 .606
1.000 .535
1.000 .656
1.000 .675
1.000 .644
1.000 .724
Zscore(adaptiveness_1)
Zscore(adaptiveness_2)
Zscore(adaptiveness_3)
Zscore(adaptiveness_4)
Zscore(Adaptiveness_5)
Zscore(Adaptiveness_6)
Zscore(Adaptiveness_7)
Initial Extraction
Extraction Method: Principal Component Analysis.
Total Variance Explained
4.435 63.362 63.362 4.435 63.362 63.362
.849 12.135 75.497
.599 8.552 84.049
.437 6.246 90.295
.283 4.048 94.344
.241 3.436 97.779
.155 2.221 100.000
Component1
2
3
4
5
6
7
Total % of Variance Cumulative % Total % of Variance Cumulative %
Initial Eigenvalues Extraction Sums of Squared Loadings
Extraction Method: Principal Component Analysis.
Component Matrixa
.772
.778
.731
.810
.822
.803
.851
Zscore(adaptiveness_1)
Zscore(adaptiveness_2)
Zscore(adaptiveness_3)
Zscore(adaptiveness_4)
Zscore(Adaptiveness_5)
Zscore(Adaptiveness_6)
Zscore(Adaptiveness_7)
1
Component
Extraction Method: Principal Component Analysis.
1 components extracted.a.
Rotated Component Matrixa
Only one component was extracted.The solution cannot be rotated.
a.
Component Score Coefficient Matrix
.174
.175
.165
.183
.185
.181
.192
Zscore(adaptiveness_1)
Zscore(adaptiveness_2)
Zscore(adaptiveness_3)
Zscore(adaptiveness_4)
Zscore(Adaptiveness_5)
Zscore(Adaptiveness_6)
Zscore(Adaptiveness_7)
1
Component
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. Component Scores.
Component Score Covariance Matrix
1.000Component1
1
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
KMO and Bartlett's Test
.690
157.777
6
.000
Kaiser-Meyer-Olkin Measure of SamplingAdequacy.
Approx. Chi-Square
df
Sig.
Bartlett's Test ofSphericity
Anti-image Matrices
.483 -.292 -.054 -.013
-.292 .451 -.075 -.056
-.054 -.075 .495 -.297
-.013 -.056 -.297 .533
.676a -.625 -.110 -.025
-.625 .685a -.158 -.115
-.110 -.158 .704a -.578
-.025 -.115 -.578 .693a
Zscore(assurance_1)
Zscore(assurance_2)
Zscore(assurance_3)
Zscore(Assurance_4)
Zscore(assurance_1)
Zscore(assurance_2)
Zscore(assurance_3)
Zscore(Assurance_4)
Anti-image Covariance
Anti-image Correlation
Zscore(assurance_1)
Zscore(assurance_2)
Zscore(assurance_3)
Zscore(Assurance_4)
Measures of Sampling Adequacy(MSA)a.
Communalities
1.000 .626
1.000 .685
1.000 .659
1.000 .595
Zscore(assurance_1)
Zscore(assurance_2)
Zscore(assurance_3)
Zscore(Assurance_4)
Initial Extraction
Extraction Method: Principal Component Analysis.
Total Variance Explained
2.565 64.134 64.134 2.565 64.134 64.134
.825 20.614 84.747
.324 8.107 92.855
.286 7.145 100.000
Component1
2
3
4
Total % of Variance Cumulative % Total % of Variance Cumulative %
Initial Eigenvalues Extraction Sums of Squared Loadings
Extraction Method: Principal Component Analysis.
Component Matrixa
.791
.828
.812
.771
Zscore(assurance_1)
Zscore(assurance_2)
Zscore(assurance_3)
Zscore(Assurance_4)
1
Component
Extraction Method: Principal Component Analysis.
1 components extracted.a.
Rotated Component Matrixa
Only one component was extracted.The solution cannot be rotated.
a.
Component Score Coefficient Matrix
.308
.323
.317
.301
Zscore(assurance_1)
Zscore(assurance_2)
Zscore(assurance_3)
Zscore(Assurance_4)
1
Component
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. Component Scores.
Component Score Covariance Matrix
1.000Component1
1
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
KMO and Bartlett's Test
.876
580.274
28
.000
Kaiser-Meyer-Olkin Measure of SamplingAdequacy.
Approx. Chi-Square
df
Sig.
Bartlett's Test ofSphericity
Anti-image Matrices
.479 -.160 -.074 -.072 .027 .042 -.007 -.020
-.160 .334 -.124 -.036 -.023 -.008 .003 -.035
-.074 -.124 .416 -.033 -.025 -.021 .020 -.039
-.072 -.036 -.033 .260 -.081 -.083 -.089 .051
.027 -.023 -.025 -.081 .271 -.126 -.008 -.014
.042 -.008 -.021 -.083 -.126 .261 .042 -.080
-.007 .003 .020 -.089 -.008 .042 .353 -.206
-.020 -.035 -.039 .051 -.014 -.080 -.206 .302
.882a -.400 -.166 -.205 .075 .118 -.016 -.052
-.400 .900a -.333 -.122 -.077 -.028 .010 -.111
-.166 -.333 .935a -.101 -.073 -.065 .053 -.109
-.205 -.122 -.101 .890a -.305 -.320 -.295 .181
.075 -.077 -.073 -.305 .894a -.473 -.027 -.050
.118 -.028 -.065 -.320 -.473 .864a .139 -.283
-.016 .010 .053 -.295 -.027 .139 .816a -.631
-.052 -.111 -.109 .181 -.050 -.283 -.631 .828a
Zscore(empathy_1)
Zscore(empathy_2)
Zscore(empathy_3)
Zscore(empathy_4)
Zscore(empathy_5)
Zscore(empathy_6)
Zscore(Empathy_7)
Zscore(Empathy_8)
Zscore(empathy_1)
Zscore(empathy_2)
Zscore(empathy_3)
Zscore(empathy_4)
Zscore(empathy_5)
Zscore(empathy_6)
Zscore(Empathy_7)
Zscore(Empathy_8)
Anti-image Covariance
Anti-image Correlation
Zscore(empathy_1)
Zscore(empathy_2)
Zscore(empathy_3)
Zscore(empathy_4)
Zscore(empathy_5)
Zscore(empathy_6)
Zscore(Empathy_7)
Zscore(Empathy_8)
Measures of Sampling Adequacy(MSA)a.
Communalities
1.000 .487
1.000 .688
1.000 .636
1.000 .769
1.000 .709
1.000 .702
1.000 .573
1.000 .653
Zscore(empathy_1)
Zscore(empathy_2)
Zscore(empathy_3)
Zscore(empathy_4)
Zscore(empathy_5)
Zscore(empathy_6)
Zscore(Empathy_7)
Zscore(Empathy_8)
Initial Extraction
Extraction Method: Principal Component Analysis.
Total Variance Explained
5.217 65.208 65.208 5.217 65.208 65.208
.849 10.608 75.816
.679 8.490 84.305
.387 4.832 89.138
.279 3.485 92.622
.254 3.173 95.795
.187 2.340 98.135
.149 1.865 100.000
Component1
2
3
4
5
6
7
8
Total % of Variance Cumulative % Total % of Variance Cumulative %
Initial Eigenvalues Extraction Sums of Squared Loadings
Extraction Method: Principal Component Analysis.
Component Matrixa
.698
.829
.798
.877
.842
.838
.757
.808
Zscore(empathy_1)
Zscore(empathy_2)
Zscore(empathy_3)
Zscore(empathy_4)
Zscore(empathy_5)
Zscore(empathy_6)
Zscore(Empathy_7)
Zscore(Empathy_8)
1
Component
Extraction Method: Principal Component Analysis.
1 components extracted.a.
Rotated Component Matrixa
Only one component was extracted.The solution cannot be rotated.
a.
Component Score Coefficient Matrix
.134
.159
.153
.168
.161
.161
.145
.155
Zscore(empathy_1)
Zscore(empathy_2)
Zscore(empathy_3)
Zscore(empathy_4)
Zscore(empathy_5)
Zscore(empathy_6)
Zscore(Empathy_7)
Zscore(Empathy_8)
1
Component
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. Component Scores.
Component Score Covariance Matrix
1.000Component1
1
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
KMO and Bartlett's Test
.729
172.179
3
.000
Kaiser-Meyer-Olkin Measure of SamplingAdequacy.
Approx. Chi-Square
df
Sig.
Bartlett's Test ofSphericity
Anti-image Matrices
.306 -.195 -.167
-.195 .367 -.088
-.167 -.088 .441
.678a -.583 -.454
-.583 .732a -.218
-.454 -.218 .795a
Zscore(authority_1)
Zscore(authority_2)
Zscore(Authority_3)
Zscore(authority_1)
Zscore(authority_2)
Zscore(Authority_3)
Anti-image Covariance
Anti-image Correlation
Zscore(authority_1)
Zscore(authority_2)
Zscore(Authority_3)
Measures of Sampling Adequacy(MSA)a.
Communalities
1.000 .864
1.000 .816
1.000 .776
Zscore(authority_1)
Zscore(authority_2)
Zscore(Authority_3)
Initial Extraction
Extraction Method: Principal Component Analysis.
Total Variance Explained
2.456 81.882 81.882 2.456 81.882 81.882
.340 11.334 93.216
.204 6.784 100.000
Component1
2
3
Total % of Variance Cumulative % Total % of Variance Cumulative %
Initial Eigenvalues Extraction Sums of Squared Loadings
Extraction Method: Principal Component Analysis.
Component Matrixa
.930
.904
.881
Zscore(authority_1)
Zscore(authority_2)
Zscore(Authority_3)
1
Component
Extraction Method: Principal Component Analysis.
1 components extracted.a.
Rotated Component Matrixa
Only one component was extracted.The solution cannot be rotated.
a.
Component Score Coefficient Matrix
.378
.368
.359
Zscore(authority_1)
Zscore(authority_2)
Zscore(Authority_3)
1
Component
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. Component Scores.
Component Score Covariance Matrix
1.000Component1
1
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Factor Analysis
KMO and Bartlett's Test
.840
347.124
6
.000
Kaiser-Meyer-Olkin Measure of SamplingAdequacy.
Approx. Chi-Square
df
Sig.
Bartlett's Test ofSphericity
Anti-image Matrices
.228 -.129 -.028 -.057
-.129 .203 -.058 -.060
-.028 -.058 .331 -.125
-.057 -.060 -.125 .274
.818a
-.599 -.103 -.226
-.599 .805a
-.226 -.253
-.103 -.226 .880a
-.417
-.226 -.253 -.417 .865a
Zscore(overallservqual_1)
Zscore(overallservqual_2)
Zscore(overallservqual_3)
Zscore(overallservqual_4)
Zscore(overallservqual_1)
Zscore(overallservqual_2)
Zscore(overallservqual_3)
Zscore(overallservqual_4)
Anti-image Covariance
Anti-image Correlation
Zscore(overallservqual_1)
Zscore(overallservqual_2)
Zscore(overallservqual_3)
Zscore(overallservqual_4)
Measures of Sampling Adequacy(MSA)a.
Communalities
1.000 .849
1.000 .874
1.000 .795
1.000 .841
Zscore(overallservqual_1)
Zscore(overallservqual_2)
Zscore(overallservqual_3)
Zscore(overallservqual_4)
Initial Extraction
Extraction Method: Principal Component Analysis.
Total Variance Explained
3.360 83.988 83.988 3.360 83.988 83.988
.302 7.560 91.549
.205 5.114 96.662
.134 3.338 100.000
Component1
2
3
4
Total % of Variance Cumulative % Total % of Variance Cumulative %
Initial Eigenvalues Extraction Sums of Squared Loadings
Extraction Method: Principal Component Analysis.
Component Matrixa
.922
.935
.892
.917
Zscore(overallservqual_1)
Zscore(overallservqual_2)
Zscore(overallservqual_3)
Zscore(overallservqual_4)
1
Component
Extraction Method: Principal Component Analysis.
1 components extracted.a.
Rotated Component Matrixa
Only one component was extracted.The solution cannot be rotated.
a.
Component Score Coefficient Matrix
.274
.278
.265
.273
Zscore(overallservqual_1)
Zscore(overallservqual_2)
Zscore(overallservqual_3)
Zscore(overallservqual_4)
1
Component
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. Component Scores.
Component Score Covariance Matrix
1.000Component1
1
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Factor Analysis
KMO and Bartlett's Test
.772
288.173
15
.000
Kaiser-Meyer-Olkin Measure of SamplingAdequacy.
Approx. Chi-Square
df
Sig.
Bartlett's Test ofSphericity
Anti-image Matrices
.509 -.210 -.043 -.029 .031 -.269
-.210 .681 -.075 -.058 .022 .036
-.043 -.075 .453 -.119 -.059 -.044
-.029 -.058 -.119 .273 -.189 .043
.031 .022 -.059 -.189 .300 -.103
-.269 .036 -.044 .043 -.103 .560
.730a -.358 -.089 -.077 .080 -.505
-.358 .823a -.134 -.134 .048 .058
-.089 -.134 .893a -.338 -.159 -.087
-.077 -.134 -.338 .734a -.661 .109
.080 .048 -.159 -.661 .742a -.250
-.505 .058 -.087 .109 -.250 .741a
Zscore(loyalitas_1)
Zscore(loyalitas_2)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Zscore(loyalitas_1)
Zscore(loyalitas_2)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Anti-image Covariance
Anti-image Correlation
Zscore(loyalitas_1)
Zscore(loyalitas_2)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Measures of Sampling Adequacy(MSA)a.
Communalities
1.000 .818
1.000 .508
1.000 .735
1.000 .876
1.000 .846
1.000 .632
Zscore(loyalitas_1)
Zscore(loyalitas_2)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Initial Extraction
Extraction Method: Principal Component Analysis.
Total Variance Explained
3.415 56.917 56.917 3.415 56.917 56.917 2.406 40.105 40.105
1.000 16.673 73.590 1.000 16.673 73.590 2.009 33.484 73.590
.718 11.970 85.560
.366 6.104 91.664
.333 5.557 97.221
.167 2.779 100.000
Component1
2
3
4
5
6
Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative %
Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings
Extraction Method: Principal Component Analysis.
Component Matrixa
.707 .564
.627 .339
.818 -.257
.843 -.407
.824 -.409
.681 .409
Zscore(loyalitas_1)
Zscore(loyalitas_2)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
1 2
Component
Extraction Method: Principal Component Analysis.
2 components extracted.a.
Rotated Component Matrixa
.175 .888
.259 .664
.790 .332
.906 .234
.893 .220
.256 .753
Zscore(loyalitas_1)
Zscore(loyalitas_2)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
1 2
Component
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Rotation converged in 3 iterations.a.
Component Transformation Matrix
.763 .646
-.646 .763
Component1
2
1 2
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Component Score Coefficient Matrix
-.207 .564
-.079 .378
.349 -.041
.452 -.151
.448 -.156
-.112 .441
Zscore(loyalitas_1)
Zscore(loyalitas_2)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
1 2
Component
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Component Score Covariance Matrix
1.000 .000
.000 1.000
Component1
2
1 2
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Factor Analysis
KMO and Bartlett's Test
.746
252.074
10
.000
Kaiser-Meyer-Olkin Measure of SamplingAdequacy.
Approx. Chi-Square
df
Sig.
Bartlett's Test ofSphericity
Anti-image Matrices
.584 -.077 -.054 .044 -.297
-.077 .461 -.130 -.058 -.041
-.054 -.130 .278 -.191 .047
.044 -.058 -.191 .301 -.104
-.297 -.041 .047 -.104 .562
.723a -.148 -.135 .104 -.519
-.148 .874a -.363 -.154 -.080
-.135 -.363 .708a -.661 .118
.104 -.154 -.661 .727a -.254
-.519 -.080 .118 -.254 .714a
Zscore(loyalitas_1)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Zscore(loyalitas_1)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Anti-image Covariance
Anti-image Correlation
Zscore(loyalitas_1)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Measures of Sampling Adequacy(MSA)a.
Communalities
1.000 .459
1.000 .685
1.000 .740
1.000 .733
1.000 .485
Zscore(loyalitas_1)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Initial Extraction
Extraction Method: Principal Component Analysis.
Total Variance Explained
3.102 62.049 62.049 3.102 62.049 62.049
.958 19.167 81.217
.425 8.506 89.723
.346 6.926 96.649
.168 3.351 100.000
Component1
2
3
4
5
Total % of Variance Cumulative % Total % of Variance Cumulative %
Initial Eigenvalues Extraction Sums of Squared Loadings
Extraction Method: Principal Component Analysis.
Component Matrixa
.678
.828
.860
.856
.696
Zscore(loyalitas_1)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
1
Component
Extraction Method: Principal Component Analysis.
1 components extracted.a.
Rotated Component Matrixa
Only one component was extracted.The solution cannot be rotated.
a.
Component Score Coefficient Matrix
.218
.267
.277
.276
.224
Zscore(loyalitas_1)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
1
Component
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Component Score Covariance Matrix
1.000Component1
1
Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.
Reliability
Case Processing Summary
100 100.0
0 .0
100 100.0
Valid
Excludeda
Total
CasesN %
Listwise deletion based on allvariables in the procedure.
a.
Reliability Statistics
.903 7
Cronbach'sAlpha N of Items
Item-Total Statistics
.0000000 23.349 .687 .892
.0000000 23.279 .696 .891
.0000000 23.765 .639 .897
.0000000 23.010 .728 .887
.0000000 22.891 .742 .885
.0000000 23.093 .718 .888
.0000000 22.575 .781 .881
Zscore(adaptiveness_1)
Zscore(adaptiveness_2)
Zscore(adaptiveness_3)
Zscore(adaptiveness_4)
Zscore(Adaptiveness_5)
Zscore(Adaptiveness_6)
Zscore(Adaptiveness_7)
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
Scale Statistics
.0000000 30.992 5.56708098 7Mean Variance Std. Deviation N of Items
Reliability
Case Processing Summary
100 100.0
0 .0
100 100.0
Valid
Excludeda
Total
CasesN %
Listwise deletion based on allvariables in the procedure.
a.
Reliability Statistics
.813 4
Cronbach'sAlpha N of Items
Item-Total Statistics
.0000000 6.193 .615 .773
.0000000 5.984 .669 .748
.0000000 6.053 .651 .757
.0000000 6.280 .594 .783
Zscore(assurance_1)
Zscore(assurance_2)
Zscore(assurance_3)
Zscore(Assurance_4)
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
Scale Statistics
.0000000 10.255 3.20238775 4Mean Variance Std. Deviation N of Items
Reliability
Case Processing Summary
100 100.0
0 .0
100 100.0
Valid
Excludeda
Total
CasesN %
Listwise deletion based on allvariables in the procedure.
a.
Reliability Statistics
.923 8
Cronbach'sAlpha N of Items
Item-Total Statistics
.0000000 33.423 .619 .922
.0000000 31.858 .772 .910
.0000000 32.270 .731 .914
.0000000 31.330 .826 .906
.0000000 31.806 .777 .910
.0000000 31.866 .771 .910
.0000000 32.764 .682 .917
.0000000 32.131 .745 .912
Zscore(empathy_1)
Zscore(empathy_2)
Zscore(empathy_3)
Zscore(empathy_4)
Zscore(empathy_5)
Zscore(empathy_6)
Zscore(Empathy_7)
Zscore(Empathy_8)
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
Scale Statistics
.0000000 41.574 6.44782245 8Mean Variance Std. Deviation N of Items
Reliability
Case Processing Summary
100 100.0
0 .0
100 100.0
Valid
Excludeda
Total
CasesN %
Listwise deletion based on allvariables in the procedure.
a.
Reliability Statistics
.889 3
Cronbach'sAlpha N of Items
Item-Total Statistics
.0000000 3.333 .831 .800
.0000000 3.465 .779 .846
.0000000 3.568 .741 .879
Zscore(authority_1)
Zscore(authority_2)
Zscore(Authority_3)
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
Scale Statistics
.0000000 7.366 2.71407148 3Mean Variance Std. Deviation N of Items
Reliability
Case Processing Summary
100 100.0
0 .0
100 100.0
Valid
Excludeda
Total
CasesN %
Listwise deletion based on allvariables in the procedure.
a.
Reliability Statistics
.936 4
Cronbach'sAlpha N of Items
Item-Total Statistics
.0000000 7.685 .857 .914
.0000000 7.589 .879 .907
.0000000 7.883 .811 .929
.0000000 7.711 .851 .916
Zscore(overallservqual_1)
Zscore(overallservqual_2)
Zscore(overallservqual_3)
Zscore(overallservqual_4)
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
Scale Statistics
.0000000 13.435 3.66531305 4Mean Variance Std. Deviation N of Items
Reliability
Case Processing Summary
100 100.0
0 .0
100 100.0
Valid
Excludeda
Total
CasesN %
Listwise deletion based on allvariables in the procedure.
a.
Reliability Statistics
.844 5
Cronbach'sAlpha N of Items
Item-Total Statistics
.0000000 10.823 .544 .841
.0000000 10.009 .694 .800
.0000000 9.827 .730 .791
.0000000 9.841 .727 .791
.0000000 10.705 .565 .835
Zscore(loyalitas_1)
Zscore(loyalitas_3)
Zscore(loyalitas_4)
Zscore(loyalitas_5)
Zscore(Loyalitas_6)
Scale Mean ifItem Deleted
ScaleVariance if
Item Deleted
CorrectedItem-TotalCorrelation
Cronbach'sAlpha if Item
Deleted
Scale Statistics
.0000000 15.402 3.92450483 5Mean Variance Std. Deviation N of Items
Regression
Descriptive Statistics
.0000000 1.00000000 100
.0000000 1.00000000 100
.0000000 1.00000000 100
.0000000 1.00000000 100
.0000000 1.00000000 100
Overall Service QualityREGR factor score
Adaptiveness REGRfactor score
Assurance REGRfactor score
Emphaty REGR factorscore
Authority REGR factorscore
Mean Std. Deviation N
Correlations
1.000 .640 .613 .674 .658
.640 1.000 .655 .762 .615
.613 .655 1.000 .666 .591
.674 .762 .666 1.000 .696
.658 .615 .591 .696 1.000
. .000 .000 .000 .000
.000 . .000 .000 .000
.000 .000 . .000 .000
.000 .000 .000 . .000
.000 .000 .000 .000 .
100 100 100 100 100
100 100 100 100 100
100 100 100 100 100
100 100 100 100 100
100 100 100 100 100
Overall Service QualityREGR factor score
Adaptiveness REGRfactor score
Assurance REGRfactor score
Emphaty REGR factorscore
Authority REGR factorscore
Overall Service QualityREGR factor score
Adaptiveness REGRfactor score
Assurance REGRfactor score
Emphaty REGR factorscore
Authority REGR factorscore
Overall Service QualityREGR factor score
Adaptiveness REGRfactor score
Assurance REGRfactor score
Emphaty REGR factorscore
Authority REGR factorscore
Pearson Correlation
Sig. (1-tailed)
N
OverallService
Quality REGRfactor score
AdaptivenessREGR factor
score
AssuranceREGR factor
score
EmphatyREGR
factor score
AuthorityREGR factor
score
Model Summary
.749a .561 .543 .67608606Model1
R R SquareAdjustedR Square
Std. Error ofthe Estimate
Predictors: (Constant), Authority REGR factor score,Assurance REGR factor score , Adaptiveness REGRfactor score , Emphaty REGR factor score
a.
ANOVAb
55.576 4 13.894 30.397 .000a
43.424 95 .457
99.000 99
Regression
Residual
Total
Model1
Sum ofSquares df Mean Square F Sig.
Predictors: (Constant), Authority REGR factor score, Assurance REGR factor score , Adaptiveness REGR factor score , Emphaty REGR factor score
a.
Dependent Variable: Overall Service Quality REGR factor scoreb.
Variables Entered/Removedb
AuthorityREGRfactorscore,AssuranceREGRfactorscore ,Adaptiveness REGRfactorscore ,EmphatyREGRfactorscore
a
. Enter
Model1
VariablesEntered
VariablesRemoved Method
All requested variables entered.a.
Dependent Variable: Overall ServiceQuality REGR factor score
b.
Coefficientsa
-3.1E-017 .068 .000 1.000
.180 .111 .180 1.626 .107
.180 .098 .180 1.844 .068
.213 .121 .213 1.766 .081
.292 .098 .292 2.977 .004
(Constant)
AdaptivenessREGR factor score
Assurance REGRfactor score
Emphaty REGRfactor score
Authority REGRfactor score
Model1
B Std. Error
UnstandardizedCoefficients
Beta
StandardizedCoefficients
t Sig.
Dependent Variable: Overall Service Quality REGR factor scorea.
Regression
Descriptive Statistics
.0000000 1.00000000 100
.0000000 1.00000000 100
Loyalitas Merek REGRfactor score
Overall Service QualityREGR factor score
Mean Std. Deviation N
Correlations
1.000 .628
.628 1.000
. .000
.000 .
100 100
100 100
Loyalitas Merek REGRfactor score
Overall Service QualityREGR factor score
Loyalitas Merek REGRfactor score
Overall Service QualityREGR factor score
Loyalitas Merek REGRfactor score
Overall Service QualityREGR factor score
Pearson Correlation
Sig. (1-tailed)
N
LoyalitasMerek REGRfactor score
OverallService
Quality REGRfactor score
Variables Entered/Removedb
OverallServiceQualityREGRfactorscore
a
. Enter
Model1
VariablesEntered
VariablesRemoved Method
All requested variables entered.a.
Dependent Variable: Loyalitas MerekREGR factor score
b.
Model Summary
.628a .394 .388 .78211807Model1
R R SquareAdjustedR Square
Std. Error ofthe Estimate
Predictors: (Constant), Overall Service Quality REGRfactor score
a.
ANOVAb
39.053 1 39.053 63.842 .000a
59.947 98 .612
99.000 99
Regression
Residual
Total
Model1
Sum ofSquares df Mean Square F Sig.
Predictors: (Constant), Overall Service Quality REGR factor scorea.
Dependent Variable: Loyalitas Merek REGR factor scoreb.
Coefficientsa
2.38E-017 .078 .000 1.000
.628 .079 .628 7.990 .000
(Constant)
Overall Service QualityREGR factor score
Model1
B Std. Error
UnstandardizedCoefficients
Beta
StandardizedCoefficients
t Sig.
Dependent Variable: Loyalitas Merek REGR factor scorea.
Regression
Descriptive Statistics
.0000000 1.00000000 100
.0000000 1.00000000 100
.0000000 1.00000000 100
.0000000 1.00000000 100
.0000000 1.00000000 100
Loyalitas MerekREGR factor score
AdaptivenessREGR factor score
Assurance REGRfactor score
Emphaty REGRfactor score
Authority REGRfactor score
Mean Std. Deviation N
Correlations
1.000 .333 .414 .385 .422
.333 1.000 .655 .762 .615
.414 .655 1.000 .666 .591
.385 .762 .666 1.000 .696
.422 .615 .591 .696 1.000
. .000 .000 .000 .000
.000 . .000 .000 .000
.000 .000 . .000 .000
.000 .000 .000 . .000
.000 .000 .000 .000 .
100 100 100 100 100
100 100 100 100 100
100 100 100 100 100
100 100 100 100 100
100 100 100 100 100
Loyalitas MerekREGR factor score
AdaptivenessREGR factor score
Assurance REGRfactor score
Emphaty REGRfactor score
Authority REGRfactor score
Loyalitas MerekREGR factor score
AdaptivenessREGR factor score
Assurance REGRfactor score
Emphaty REGRfactor score
Authority REGRfactor score
Loyalitas MerekREGR factor score
AdaptivenessREGR factor score
Assurance REGRfactor score
Emphaty REGRfactor score
Authority REGRfactor score
Pearson Correlation
Sig. (1-tailed)
N
LoyalitasMerek REGRfactor score
AdaptivenessREGR factor
score
AssuranceREGR factor
score
EmphatyREGR
factor score
AuthorityREGR factor
score
Variables Entered/Removedb
AuthorityREGRfactorscore,AssuranceREGRfactorscore ,Adaptiveness REGRfactorscore ,EmphatyREGRfactorscore
a
. Enter
Model1
VariablesEntered
VariablesRemoved Method
All requested variables entered.a.
Dependent Variable: Loyalitas MerekREGR factor score
b.
Model Summary
.471a .222 .189 .90038481Model1
R R SquareAdjustedR Square
Std. Error ofthe Estimate
Predictors: (Constant), Authority REGR factor score,Assurance REGR factor score , Adaptiveness REGRfactor score , Emphaty REGR factor score
a.
ANOVAb
21.984 4 5.496 6.779 .000a
77.016 95 .811
99.000 99
Regression
Residual
Total
Model1
Sum ofSquares df Mean Square F Sig.
Predictors: (Constant), Authority REGR factor score, Assurance REGR factor score , Adaptiveness REGR factor score , Emphaty REGR factor score
a.
Dependent Variable: Loyalitas Merek REGR factor scoreb.
Coefficientsa
-4.6E-018 .090 .000 1.000
-.039 .148 -.039 -.263 .793
.237 .130 .237 1.825 .071
.085 .161 .085 .527 .600
.247 .131 .247 1.889 .062
(Constant)
AdaptivenessREGR factor score
Assurance REGRfactor score
Emphaty REGRfactor score
Authority REGRfactor score
Model1
B Std. Error
UnstandardizedCoefficients
Beta
StandardizedCoefficients
t Sig.
Dependent Variable: Loyalitas Merek REGR factor scorea.
