LEMBAR KUESIONER -...

56

LEMBAR KUESIONER

Dengan hormat,

Sehubungan dengan adanya kegiatan penelitian dalam rangka penyusunan

skripsi pada Fakultas Ekonomi dan Bisnis Universitas Esa Unggul Jakarta Barat

dengan judul “Analisis Pengaruh Kualitas Pelayanan Terhadap Loyalitas

Konsumen Dengan Kepuasan Konsumen Sebagai Mediasi (Studi Pada

Pengunjung dan Pengguna Layanan Solaria).” Maka saya yang bertanda

tangan di bawah ini:

Nama : Endah Kurniasih

NIM : 2012-11-213

Fakultas : Ekonomi dan Bisnis

Universitas : Esa Unggul Jakarta Barat

memohon kesediaan Bapak/ Ibu/ Sdr/ I untuk mengisi kuesioner sesuai dengan

kondisi yang sebenarnya. Adapun jawaban yang dapat di berikan adalah SS=

Sangat Setuju, S= Setuju, TS= Tidak Setuju, STS= Sangat Tidak Setuju. Atas

perhatian dan kesediaan Bapak/ Ibu/ Sdr/ I, saya ucapkan terima kasih.

Hormat Saya,

Endah Kurniasih

57

Bagian I : IDENTITAS RESPONDEN

Petunjuk Pengisian

Berilah tanda silang (X) pada setiap pilihan jawaban yang tersedia di bawah ini !

1. Jenis kelamin :

□ Laki-laki

□ Perempuan

2. Usia saat ini:

□ 18 – 25 Tahun

□ 26 – 35 Tahun

□ 36 – 45 Tahun

□ 45 Tahun

3. Status Pernikahan:

□ Menikah

□ Belum Menikah

4. Pendidikan terakhir:

□ SMA

□ Diploma

□ Sarjana (S1)

□ Master (S2)

□ Doktor (S3)

□ Lainnya..................... (sebutkan)

5. Pekerjaan responden :

□ Pelajar / mahasiswa

□ Wiraswasta

□ Pegawai Swasta

□ Guru / Dosen

□ PNS

□ Ibu Rumah Tangga

□ Lainnya...........................................(sebutkan)

6. Pengeluaran perbulan:

□ Kurang Dari Rp. 700.000

□ Rp. 700.000 – Rp. 1.000.000

□ Rp. 1.000.000 – Rp. 1.500.000

□ Rp. 1.500.000 – Rp. 2.000.000

□ Rp. 2.000.000 – Rp. 3.000.000

□ Lebih Dari Rp. 3.000.000

58

Bagian II : TANGGAPAN RESPONDEN

Petunjuk Pengisian :

Berilah tanda silang (X) pada pilihan jawaban yang tersedia dibawah ini sesusai

dengan kecenderungan jawaban anda.

Keterangan Pilihan Jawaban

1 : Sangat Tidak Setuju 3 : Setuju

1. 2 : Tidak Setuju 4 : Sangat Setuju

2.

NO Pernyataan STS TS S SS

1 2 3 4

1 Solaria memiliki dinner table

yang terbaru

2 Solaria memiliki ruang makan

yang menarik dan bersih

3 pelayan Solaria berpakaian rapi

4

ruang makan yang dimiliki

Solaria sesuai dengan restoran

pada umumnya

6

ketika anda memiliki kesulitan

dalam pemesanan, Solaria siap

membantu

7 Solaria merupakan restoran yang

dapat diandalkan

8

Solaria memberikan pelayanan

kepada pelanggan secara tepat

waktu sesuai dengan yang

dijanjikan

9 Solaria mempunyai pencatatan

pesanan pelanggan yang akurat

10

Solaria tidak memberitahu

pelanggan kapan pelayanan akan

diberikan (-)

59


1 2 3 4

11

pelanggan tidak menerima

pelayanan dengan cepat dari

karyawan Solaria

12

karyawan Solaria tidak memiliki

keinginan untuk membantu para

pelanggannya (-)

13

karyawan Solaria terlalu sibuk,

sehingga terlalu lama untuk

menanggapi permintaan

pelanggan (-)

14 anda dapat mempercayai

karyawan Solaria restoran

15

anda merasa aman dalam

melakukan transaksi pembayaran

dengan karyawan Solaria

16 karyawan Solaria bersikap sopan

17

karyawan Solaria mendapatkan

dukungan yang cukup dari

perusahaannya untuk melayani

pelanggan.

18

Solaria tidak memberikan

perhatian pelayanan secara

pribadi kepada anda (-)

19

karyawan Solaria tidak

memberikan perhatian secara

pribadi kepada anda (-)

20

karyawan Solaria tidak tahu apa

sesungguhnya kebutuhan anda (-

)

21

Solaria tidak menempatkan anda

sebagai prioritas pelayanannya (-

)

22

Solaria tidak memiliki jam

layanan yang nyaman bagi para

pelangganya (-)

23 Saya senang dengan hasil

pekerjaan pelayan Solaria

24 Saya puas dengan kinerja

pelayan Solaria.

25

Saya puas dengan keseluruhan

pelayanan yang diberikan

Solaria.

26 Saya akan terus berlanggan

Solaria.

60


1 2 3 4

27 Saya yakin kualitas Solaria ini

tidak akan menurun.

28 Saya yakin kualitas Solaria akan

meningkat dimasa mendatang.

29 Saya tidak akan pernah pindah

ke restoran lain.

30

Saya tidak akan pindah

walaupun ada restoran yang

lebih dekat dari tempat saya

31

Saya tidak akan pindah,

walaupun ada restoran yang

lebih murah.

32

Saya bersedia

merekomendasikan restoran ini

kepada teman-teman saya.

33 Saya bersedia akan bercerita hal-

hal yang baik tentang Solaria

34

Saya senang apabila teman-

teman saya mendatangi restoran

Solaria.

LEMBAR KUESIONER

Nama :

Usia :

No. HP :



Para responden yang saya hormati, mohon memberi jawaban dengan beri tanda

silang (X) pada pilihan jawaban yang tersedia dibawah ini sesuai dengan

kecenderungan jawaban anda.



2 : Tidak Setuju 4 : Sangat Setuju


1 2 3 4

1 Solaria memiliki dinner table yang terbaru

2 Solaria memiliki ruang makan yang menarik dan

bersih


4 ruang makan yang dimiliki Solaria sesuai dengan

restoran pada umumnya

6 ketika anda memiliki kesulitan dalam pemesanan,

Solaria siap membantu

7 Solaria merupakan restoran yang dapat diandalkan

8 Solaria memberikan pelayanan kepada pelanggan

secara tepat waktu sesuai dengan yang dijanjikan

9 Solaria mempunyai pencatatan pesanan pelanggan

yang akurat

10 Solaria tidak memberitahu pelanggan kapan

pelayanan akan diberikan (-)

11 pelanggan tidak menerima pelayanan dengan cepat

dari karyawan Solaria

12 karyawan Solaria tidak memiliki keinginan untuk

membantu para pelanggannya (-)


1 2 3 4

13 karyawan Solaria terlalu sibuk, sehingga terlalu

lama untuk menanggapi permintaan pelanggan (-)

14 anda dapat mempercayai karyawan Solaria restoran

15 anda merasa aman dalam melakukan transaksi

pembayaran dengan karyawan Solaria


17

karyawan Solaria mendapatkan dukungan yang

cukup dari perusahaannya untuk melayani

pelanggan.

18 Solaria tidak memberikan perhatian pelayanan

secara pribadi kepada anda (-)

19 karyawan Solaria tidak memberikan perhatian


20 karyawan Solaria tidak tahu apa sesungguhnya

kebutuhan anda (-)

21 Solaria tidak menempatkan anda sebagai prioritas

pelayanannya (-)

22 Solaria tidak memiliki jam layanan yang nyaman

bagi para pelangganya (-)

23 Saya senang dengan hasil pekerjaan pelayan

Solaria

24 Saya puas dengan kinerja pelayan Solaria.

25 Saya puas dengan keseluruhan pelayanan yang

diberikan Solaria.

26 Saya akan terus berlanggan Solaria.

27 Saya yakin kualitas Solaria ini tidak akan menurun.

28 Saya yakin kualitas Solaria akan meningkat dimasa

mendatang.

29 Saya tidak akan pernah pindah ke restoran lain.


1 2 3 4

30 Saya tidak akan pindah walaupun ada restoran

yang lebih dekat dari tempat saya

31 Saya tidak akan pindah, walaupun ada restoran

yang lebih murah.

32 Saya bersedia merekomendasikan restoran ini


33 Saya bersedia akan bercerita hal-hal yang baik

tentang Solaria

34 Saya senang apabila teman-teman saya mendatangi

restoran Solaria.

107

LAMPIRAN 1: HASIL KUISIONER PRETEST 30 RESPONDEN

108

LAMPIRAN 2: FACTOR ANALYSIS KUALITAS PELAYANAN (TANGIBLES)

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling

Adequacy.

.784

Bartlett's Test of

Sphericity

Approx. Chi-Square 90.069

df 6

Sig. .000

Anti-image Matrices

KP1 KP2 KP3 KP4

Anti-image

Covariance

KP1 .221 -.108 -.150 -.010

KP2 -.108 .282 .031 -.151

KP3 -.150 .031 .272 -.093

KP4 -.010 -.151 -.093 .290

Anti-image

Correlation

KP1 .767a -.431 -.612 -.038

KP2 -.431 .781a .112 -.527

KP3 -.612 .112 .773a -.331

KP4 -.038 -.527 -.331 .817a

a. Measures of Sampling Adequacy(MSA)

Communalities

Initial Extraction

KP1 1.000 .859

KP2 1.000 .805

KP3 1.000 .802

KP4 1.000 .818

Extraction Method: Principal

Component Analysis.

Component Matrixa

Component

1

KP1 .927

KP2 .897

KP3 .895

KP4 .905

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

109

LAMPIRAN 3: FACTOR ANALYSIS KUALITAS PELAYANAN (REABILITY)



Adequacy.

.791

Bartlett's Test of

Sphericity


df 6

Sig. .000

Anti-image Matrices

KP6 KP7 KP8 KP9

Anti-image

Covariance

KP6 .223 -.064 -.101 -.027

KP7 -.064 .390 -.099 .077

KP8 -.101 -.099 .147 -.122

KP9 -.027 .077 -.122 .364

Anti-image

Correlation

KP6 .828a -.219 -.561 -.094

KP7 -.219 .841a -.412 .205

KP8 -.561 -.412 .720a -.528

KP9 -.094 .205 -.528 .808a


Communalities

Initial Extraction

KP6 1.000 .864

KP7 1.000 .703

KP8 1.000 .923

KP9 1.000 .706


Component Analysis.

Component Matrixa

Component

1

KP6 .930

KP7 .839

KP8 .961

KP9 .840

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

110

LAMPIRAN 4: FACTOR ANALYSIS KUALITAS PELAYANAN

(RESPONSIVENESS)



Adequacy.

.794

Bartlett's Test of

Sphericity


df 6

Sig. .000

Anti-image Matrices

KP10 KP11 KP12 KP13

Anti-image

Covariance

KP10 .359 -.128 -.149 .007

KP11 -.128 .284 -.001 -.156

KP12 -.149 -.001 .337 -.131

KP13 .007 -.156 -.131 .279

Anti-image

Correlation

KP10 .816a -.402 -.429 .023

KP11 -.402 .780a -.005 -.555

KP12 -.429 -.005 .812a -.428

KP13 .023 -.555 -.428 .772a


Communalities

Initial Extraction

KP10 1.000 .770

KP11 1.000 .818

KP12 1.000 .789

KP13 1.000 .818


Component Analysis.

Component Matrixa

Component

1

KP10 .877

KP11 .904

KP12 .888

KP13 .904

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

111

LAMPIRAN 5: FACTOR ANALYSIS KUALITAS PELAYANAN (ASSURANCE)



Adequacy.

.810

Bartlett's Test of

Sphericity


df 6

Sig. .000

Anti-image Matrices

KP14 KP15 KP16 KP17

Anti-image

Covariance

KP14 .376 -.164 -.120 .001

KP15 -.164 .366 -.055 -.097

KP16 -.120 -.055 .294 -.174

KP17 .001 -.097 -.174 .365

Anti-image

Correlation

KP14 .816a -.444 -.361 .003

KP15 -.444 .836a -.167 -.265

KP16 -.361 -.167 .788a -.530

KP17 .003 -.265 -.530 .805a


Communalities

Initial Extraction

KP14 1.000 .758

KP15 1.000 .782

KP16 1.000 .827

KP17 1.000 .756


Component Analysis.

Component Matrixa

Component

1

KP14 .871

KP15 .884

KP16 .909

KP17 .869

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

112

LAMPIRAN 6: FACTOR ANALYSIS KUALITAS PELAYANAN (EMPHATY)



Adequacy.

.868

Bartlett's Test of

Sphericity


df 10

Sig. .000

Anti-image Matrices

KP18 KP19 KP20 KP21 KP22

Anti-image

Covariance

KP18 .419 -.059 -.111 .050 -.115

KP19 -.059 .364 -.052 -.137 -.026

KP20 -.111 -.052 .296 -.071 -.079

KP21 .050 -.137 -.071 .291 -.106

KP22 -.115 -.026 -.079 -.106 .261

Anti-image

Correlation

KP18 .866a -.151 -.315 .143 -.348

KP19 -.151 .892a -.157 -.422 -.085

KP20 -.315 -.157 .890a -.242 -.285

KP21 .143 -.422 -.242 .834a -.385

KP22 -.348 -.085 -.285 -.385 .861a


Communalities

Initial Extraction

KP18 1.000 .668

KP19 1.000 .742

KP20 1.000 .810

KP21 1.000 .775

KP22 1.000 .831


Component Analysis.

Component Matrixa

Component

1

KP18 .818

KP19 .861

KP20 .900

KP21 .880

KP22 .911

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

113

LAMPIRAN 7: FACTOR ANALYSIS KEPUASAN PELANGGAN



Adequacy.

.705

Bartlett's Test of

Sphericity


df 3

Sig. .000

Anti-image Matrices

KK1 KK2 KK3

Anti-image

Covariance

KK1 .513 -.090 -.074

KK2 -.090 .225 -.174

KK3 -.074 -.174 .231

Anti-image

Correlation

KK1 .886a -.266 -.215

KK2 -.266 .652a -.762

KK3 -.215 -.762 .658a


Communalities

Initial Extraction

KK1 1.000 .726

KK2 1.000 .882

KK3 1.000 .875


Component Analysis.

Component Matrixa

Component

1

KK1 .852

KK2 .939

KK3 .935

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

114

LAMPIRAN 8: FACTOR ANALYSIS LOYALITAS PELANGGAN

(BERLANGGANAN)



Adequacy.

.752

Bartlett's Test of

Sphericity


df 3

Sig. .000

Anti-image Matrices

LP1 LP2 LP3

Anti-image

Covariance

LP1 .207 -.028 -.075

LP2 -.028 .140 -.086

LP3 -.075 -.086 .107

Anti-image

Correlation

LP1 .843a -.165 -.505

LP2 -.165 .751a -.705

LP3 -.505 -.705 .686a


Communalities

Initial Extraction

LP1 1.000 .899

LP2 1.000 .926

LP3 1.000 .951


Component Analysis.

Component Matrixa

Component

1

LP1 .948

LP2 .962

LP3 .975

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

115

LAMPIRAN 9: FACTOR ANALYSIS LOYALITAS PELANGGAN (PERILAKU

PERPINDAHAN)



Adequacy.

.737

Bartlett's Test of

Sphericity


df 3

Sig. .000

Anti-image Matrices

LP4 LP5 LP6

Anti-image

Covariance

LP4 .241 -.157 -.072

LP5 -.157 .218 -.111

LP6 -.072 -.111 .389

Anti-image

Correlation

LP4 .710a -.686 -.235

LP5 -.686 .684a -.381

LP6 -.235 -.381 .850a


Communalities

Initial Extraction

LP4 1.000 .877

LP5 1.000 .897

LP6 1.000 .805


Component Analysis.

Component Matrixa

Component

1

LP4 .937

LP5 .947

LP6 .897

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

116


(REKOMENDASI)



Adequacy.

.661

Bartlett's Test of

Sphericity


df 3

Sig. .000

Anti-image Matrices

LP7 LP8 LP9

Anti-image

Covariance

LP7 .294 -.227 -.201

LP8 -.227 .398 -.003

LP9 -.201 -.003 .526

Anti-image

Correlation

LP7 .606a -.664 -.510

LP8 -.664 .669a -.007

LP9 -.510 -.007 .746a


Communalities

Initial Extraction

LP7 1.000 .877

LP8 1.000 .769

LP9 1.000 .694


Component Analysis.

Component Matrixa

Component

1

LP7 .936

LP8 .877

LP9 .833

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

117

LAMPIRAN 11: RELIABILITAS KUALITAS PELAYANAN (TANGIBLES)

Case Processing Summary

N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0

a. Listwise deletion based on all variables

in the procedure.

Reliability Statistics

Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.925 .927 4

Inter-Item Correlation Matrix

KP1 KP2 KP3 KP4

KP1 1.000 .779 .832 .743

KP2 .779 1.000 .675 .798

KP3 .832 .675 1.000 .738

KP4 .743 .798 .738 1.000

Inter-Item Covariance Matrix

KP1 KP2 KP3 KP4

KP1 .599 .477 .554 .398

KP2 .477 .626 .460 .437

KP3 .554 .460 .740 .439

KP4 .398 .437 .439 .478

Item-Total Statistics

Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP1 8.63 4.516 .869 .779 .887

KP2 8.57 4.599 .809 .718 .907

KP3 8.53 4.326 .812 .728 .909

KP4 8.47 4.947 .828 .710 .904

Scale Statistics

Mean Variance Std. Deviation N of Items

11.40 7.972 2.824 4

118

LAMPIRAN 12: RELIABILITAS KUALITAS PELAYANAN (REABILITY)


N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.914 .915 4


KP6 KP7 KP8 KP9

KP6 1.000 .728 .875 .704

KP7 .728 1.000 .758 .520

KP8 .875 .758 1.000 .787

KP9 .704 .520 .787 1.000


KP6 KP7 KP8 KP9

KP6 .507 .369 .517 .397

KP7 .369 .507 .448 .293

KP8 .517 .448 .690 .517

KP9 .397 .293 .517 .626


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP6 8.73 4.340 .865 .777 .870

KP7 8.73 4.685 .721 .610 .916

KP8 8.63 3.757 .921 .853 .845

KP9 8.80 4.372 .729 .636 .916

Scale Statistics


11.63 7.413 2.723 4

119

LAMPIRAN 13: RELIABILITAS KUALITAS PELAYANAN (RESPONSIVENESS)


N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.915 .916 4


KP10 KP11 KP12 KP13

KP10 1.000 .736 .735 .671

KP11 .736 1.000 .689 .803

KP12 .735 .689 1.000 .753

KP13 .671 .803 .753 1.000


KP10 KP11 KP12 KP13

KP10 .483 .414 .379 .345

KP11 .414 .654 .414 .480

KP12 .379 .414 .552 .414

KP13 .345 .480 .414 .547


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP10 8.90 4.369 .784 .641 .898

KP11 8.93 3.857 .824 .716 .885

KP12 8.90 4.162 .796 .663 .893

KP13 8.97 4.102 .827 .721 .883

Scale Statistics


11.90 7.128 2.670 4

120

LAMPIRAN 14: RELIABILITAS KUALITAS PELAYANAN (ASSURANCE)


N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.903 .906 4


KP14 KP15 KP16 KP17

KP14 .395 .343 .366 .244

KP15 .343 .547 .421 .315

KP16 .366 .421 .645 .390

KP17 .244 .315 .390 .392


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP14 8.40 3.834 .773 .624 .880

KP15 8.53 3.430 .787 .634 .874

KP16 8.37 3.137 .827 .706 .862

KP17 8.50 3.845 .772 .635 .881

Scale Statistics


11.27 6.133 2.477 4


KP14 KP15 KP16 KP17

KP14 1.000 .736 .724 .619

KP15 .736 1.000 .708 .680

KP16 .724 .708 1.000 .775

KP17 .619 .680 .775 1.000

121

LAMPIRAN 15: RELIABILITAS KUALITAS PELAYANAN (EMPHATY)


N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.920 .923 5



KP18 1.000 .605 .707 .569 .716

KP19 .605 1.000 .701 .759 .703

KP20 .707 .701 1.000 .738 .782

KP21 .569 .759 .738 1.000 .774

KP22 .716 .703 .782 .774 1.000



KP18 .631 .286 .403 .307 .393

KP19 .286 .355 .300 .307 .290

KP20 .403 .300 .516 .360 .389

KP21 .307 .307 .360 .461 .363

KP22 .393 .290 .389 .363 .478


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP18 11.03 5.826 .725 .581 .919

KP19 11.03 6.516 .777 .636 .906

KP20 11.10 5.817 .838 .704 .892

KP21 10.97 6.102 .797 .709 .901

KP22 10.80 5.890 .855 .739 .889

Scale Statistics


122

13.73 9.237 3.039 5

LAMPIRAN 16: RELIABILITAS KEPUASAN PELANGGAN


N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.893 .895 3


KK1 KK2 KK3

KK1 1.000 .680 .669

KK2 .680 1.000 .870

KK3 .669 .870 1.000


KK1 KK2 KK3

KK1 .395 .356 .326

KK2 .356 .695 .563

KK3 .326 .563 .602


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KK1 5.70 2.424 .697 .487 .929

KK2 5.73 1.651 .858 .775 .791

KK3 5.70 1.803 .854 .769 .790

Scale Statistics


8.57 4.185 2.046 3

123

LAMPIRAN 17: RELIABILITAS KUALITAS PELAYANAN (BERLANGGANAN)


N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.959 .959 3


LP1 LP2 LP3

LP1 1.000 .850 .887

LP2 .850 1.000 .925

LP3 .887 .925 1.000


LP1 LP2 LP3

LP1 .510 .455 .510

LP2 .455 .562 .559

LP3 .510 .559 .648


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

LP1 5.50 2.328 .886 .793 .960

LP2 5.60 2.179 .916 .860 .937

LP3 5.50 1.983 .943 .893 .918

Scale Statistics


8.30 4.769 2.184 3

124

LAMPIRAN 18: RELIABILITAS KUALITAS PELAYANAN

(PERILAKUPERPINDAHAN)


N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.917 .918 3


LP4 LP5 LP6

LP4 1.000 .863 .738

LP5 .863 1.000 .767

LP6 .738 .767 1.000


LP4 LP5 LP6

LP4 .557 .506 .448

LP5 .506 .616 .490

LP6 .448 .490 .662


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

LP4 5.53 2.257 .850 .759 .868

LP5 5.43 2.116 .872 .782 .847

LP6 5.77 2.185 .780 .611 .926

Scale Statistics


8.37 4.723 2.173 3

125

LAMPIRAN 19: RELIABILITAS KUALITAS PELAYANAN ( REKOMENDASI)


N %

Cases

Valid 30 100.0

Excludeda 0 .0

Total 30 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.846 .858 3


LP7 LP8 LP9

LP7 1.000 .776 .689

LP8 .776 1.000 .538

LP9 .689 .538 1.000


LP7 LP8 LP9

LP7 .506 .414 .448

LP8 .414 .562 .369

LP9 .448 .369 .838


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

LP7 5.00 2.138 .829 .706 .690

LP8 4.97 2.240 .698 .602 .800

LP9 5.37 1.895 .648 .474 .873

Scale Statistics


7.67 4.368 2.090 3

LEMBAR KUESIONER

Nama :

Usia :

No. HP :



Para responden yang saya hormati, mohon memberi jawaban dengan beri tanda

silang (X) pada pilihan jawaban yang tersedia dibawah ini sesuai dengan

kecenderungan jawaban anda.



2 : Tidak Setuju 4 : Sangat Setuju


1 2 3 4

1 Solaria memiliki dinner table yang terbaru

2 Solaria memiliki ruang makan yang menarik dan

bersih


4 ruang makan yang dimiliki a&w sesuai dengan

restoran fast food pada umumnya

5 Solaria menyajikan standar makanan secara tepat

waktu sesuai yang dijanjikan

6 ketika anda memiliki kesulitan dalam pemesanan,

Solaria siap membantu

7 Solaria merupakan restoran yang dapat diandalkan

8 Solaria memberikan pelayanan kepada pelanggan

secara tepat waktu sesuai dengan yang dijanjikan

9 Solaria mempunyai pencatatan pesanan pelanggan

yang akurat

10 Solaria tidak memberitahu pelanggan kapan

pelayanan akan diberikan (-)

11 pelanggan tidak menerima pelayanan dengan cepat

dari karyawan Solaria

12 karyawan Solaria tidak memiliki keinginan untuk

membantu para pelanggannya (-)


1 2 3 4

13 karyawan Solaria terlalu sibuk, sehingga terlalu

lama untuk menanggapi permintaan pelanggan (-)

14 anda dapat mempercayai karyawan Solaria restoran

15 anda merasa aman dalam melakukan transaksi

pembayaran dengan karyawan Solaria


17 karyawan Solaria mendapatkan dukungan yang

cukup dari perusahaannya untuk melayani

pelanggan.

18 Solaria tidak memberikan perhatian pelayanan


19 karyawan Solaria tidak memberikan perhatian


20 karyawan Solaria tidak tahu apa sesungguhnya

kebutuhan anda (-)

21 Solaria tidak menempatkan anda sebagai prioritas

pelayanannya (-)

22 Solaria tidak memiliki jam layanan yang nyaman

bagi para pelangganya (-)

23 Saya senang dengan hasil pekerjaan pelayan

Solaria

24 Saya puas dengan kinerja pelayan Solaria.

25 Saya puas dengan keseluruhan pelayanan yang

diberikan Solaria.

26 Saya akan terus berlanggan Solaria.

27 Saya yakin kualitas Solaria ini tidak akan menurun.

28 Saya yakin kualitas Solaria akan meningkat dimasa

mendatang.

29 Saya tidak akan pernah pindah ke restoran lain.


1 2 3 4

30 Saya tidak akan pindah walaupun ada restoran

yang lebih dekat dari tempat saya

31 Saya tidak akan pindah, walaupun ada restoran

yang lebih murah.

32 Saya bersedia merekomendasikan restoran ini


33 Saya bersedia akan bercerita hal-hal yang baik

tentang Solaria

34 Saya senang apabila teman-teman saya mendatangi

restoran Solaria.

KP1 KP2 KP3 KP4 KP6 KP7 KP8 KP9 KP10(-) KP11 KP12(-) KP13(-) KP14 KP15 KP16 KP17 KP18(-) KP19(-) KP20(-) KP21(-) KP22(-) KK1 KK2 KK3 LP1 LP2 LP3 LP4 LP5 LP6 LP7 LP8 LP9

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

2 2 2 2 3 2 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

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

4 4 4 4 4 4 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 3 3 4 3

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

6 1 1 1 2 2 2 1 1 2 1 1 1 2 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1

7 3 3 3 3 3 3 3 3 3 3 3 3 3 2 4 3 3 2 3 2 4 3 2 3 3 4 4 4 4 3 3 2 3

8 2 2 3 2 3 3 3 3 3 4 3 3 3 3 4 4 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

9 2 3 2 3 3 2 3 3 2 2 3 3 3 2 2 2 2 2 2 3 3 2 2 2 2 2 2 2 3 2 2 2 1

10 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

11 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 2 2 2 2 1

12 4 4 4 4 4 4 4 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

13 4 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 2 2 2 2 2 1 1 1 1

14 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 2

15 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2

16 3 3 3 3 3 3 3 3 4 4 3 4 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 1

17 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 2

18 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

19 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

20 3 3 3 3 3 3 3 4 3 4 4 3 3 4 4 3 3 3 3 3 3 3 4 4 3 3 4 3 3 4 3 3 4

21 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

22 3 3 4 3 3 3 4 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

23 2 3 2 3 2 3 2 2 3 3 3 3 2 2 3 3 3 3 2 2 3 2 2 3 3 2 3 3 3 3 3 2 2

24 3 4 3 4 3 4 4 3 4 3 4 3 4 3 4 3 4 3 4 3 4 3 4 3 4 3 4 3 4 3 4 3 4

25 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

26 2 3 2 3 2 3 2 2 3 3 3 3 2 2 3 3 3 3 2 2 3 3 3 3 3 3 3 3 3 2 2 3 3

27 3 3 4 3 4 3 4 4 4 3 4 4 4 3 4 3 4 3 3 4 4 4 4 4 3 3 3 4 4 3 3 4 2

28 3 3 3 3 3 3 3 2 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 3 3 2 3 3 2

29 3 4 3 3 4 4 4 2 3 4 3 4 3 4 3 3 4 3 3 3 3 3 3 4 3 3 3 3 4 3 3 3 3

30 3 3 4 3 3 3 4 4 3 4 3 4 3 3 2 3 3 3 3 3 3 3 4 3 3 3 3 3 3 2 3 3 2

31 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 2 3 3 2

32 3 3 3 3 2 3 3 3 2 3 3 2 3 3 2 2 3 2 2 3 3 3 3 3 2 3 2 2 3 2 3 3 2

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

34 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3

35 2 3 3 3 3 3 3 3 3 3 3 3 2 2 3 3 3 2 3 3 3 3 3 3 4 3 4 4 3 3 3 3 1

36 3 2 3 3 2 2 3 3 3 3 3 2 2 2 2 2 3 2 3 3 3 3 3 3 3 3 3 3 3 2 3 3 2

37 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

38 3 2 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3

39 3 3 2 2 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

40 2 3 3 3 3 3 3 3 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 2 4 4 2

41 3 3 3 4 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 2

42 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2

43 4 4 4 4 3 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

44 4 2 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

45 3 2 3 2 3 2 3 3 3 3 3 2 3 3 2 3 4 3 2 2 3 2 3 3 3 3 3 3 3 3 2 3 2

46 4 3 3 3 3 3 4 4 4 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2

47 3 3 2 3 3 3 3 3 3 4 3 3 4 3 3 3 2 2 3 2 2 3 3 3 3 4 3 2 2 2 2 3 1

Kualitas Pelayanan Kepuasan Pelanggan Loyalitas Pelanggan

RESP

LAMPIRAN 20: HASIL KUISIONER 165 RESPONDEN

48 3 3 4 3 3 3 3 3 3 3 3 3 3 4 3 4 4 3 3 3 3 4 3 3 3 3 3 3 3 3 4 4 3

49 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4

50 3 3 3 2 3 3 3 3 3 3 3 3 2 3 3 2 3 2 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3

51 4 4 4 3 4 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 3 3 3 4 3

52 2 2 2 3 3 3 3 3 3 3 3 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 2 4 3

53 4 3 3 4 4 3 3 4 4 4 4 4 4 3 3 4 4 3 3 3 3 4 4 3 3 3 3 4 3 3 3 3 3

54 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 4 3 3 3 2

55 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

56 3 2 3 3 3 3 2 3 2 2 3 3 2 2 2 2 2 3 2 4 3 3 3 3 3 3 3 3 3 2 3 4 2

57 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 2 1

58 3 3 4 3 4 3 4 3 3 3 3 2 1 2 2 2 3 3 3 2 3 3 4 3 2 3 3 3 2 2 3 3 1

59 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2

60 3 3 3 3 3 3 3 2 4 2 3 2 4 3 3 4 3 3 3 3 3 2 3 3 3 3 3 3 2 3 3 3 3

61 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

62 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 2

63 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2

64 3 2 2 3 3 4 4 4 4 2 3 3 2 2 3 2 3 3 3 2 2 4 4 4 3 3 2 3 2 2 2 3 2

65 4 3 4 3 4 4 3 3 3 4 3 4 3 4 3 4 3 4 2 3 3 4 3 4 3 3 3 4 4 4 3 4 3

66 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3

67 3 3 3 3 3 3 4 3 3 3 4 3 3 3 3 3 4 3 3 3 3 4 3 3 3 3 3 3 3 3 3 4 2

68 2 3 3 3 3 3 3 4 4 4 3 3 3 3 3 2 3 3 2 3 3 3 3 4 4 3 3 3 3 2 2 3 2

69 3 2 3 3 3 3 3 3 3 3 3 3 2 3 3 3 2 3 3 3 3 3 3 2 3 3 2 3 3 2 2 2 2

70 2 1 2 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 3 3 3 4 3 3 3 3 4 3 2 3 3 2 1

71 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 3 3 3 4 4 4 3 4 4 2 4 2 2 3 2

72 3 3 3 3 3 2 3 3 3 3 2 3 3 3 3 3 2 2 2 3 3 3 2 2 2 2 3 2 2 2 2 2 2

73 3 3 4 4 4 3 4 2 3 3 4 3 3 2 2 3 3 3 3 3 3 3 3 3 4 4 4 3 4 3 2 2 1

74 3 2 3 3 4 3 4 3 3 4 3 2 2 3 2 2 2 2 2 1 3 3 2 3 3 4 3 3 2 2 2 3 2

75 3 3 3 2 2 3 3 3 2 3 3 2 2 3 3 2 2 3 2 3 3 3 3 2 2 2 2 3 3 2 3 3 2

76 3 2 3 3 3 3 3 3 1 2 2 2 2 3 3 3 2 2 2 3 3 3 3 2 2 2 3 3 3 2 2 3 1

77 3 2 3 3 3 3 3 3 3 3 3 3 2 3 2 3 2 2 2 3 3 2 3 3 3 2 3 3 3 3 2 3 2

78 3 3 3 2 3 2 3 3 3 3 2 3 2 3 3 2 2 2 2 3 3 3 3 2 2 2 3 2 3 3 3 3 2

79 4 2 3 3 3 4 3 4 3 3 3 3 3 3 3 3 2 3 3 3 3 4 3 3 3 3 3 4 4 3 3 3 2

80 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 3 3 3 3 3 4 3 3 3 3 3 4 4 4 3 3 3 3

81 3 3 3 4 3 3 4 3 3 3 3 3 2 3 3 2 3 2 2 3 3 3 3 3 3 3 3 3 3 2 3 3 2

82 2 2 2 2 2 2 3 3 3 2 3 2 3 3 2 3 3 2 2 2 2 2 2 2 2 2 2 3 2 2 2 3 2

83 3 4 3 4 4 3 3 3 4 3 4 3 3 3 3 4 3 3 3 3 3 3 3 3 3 4 4 3 4 3 3 3 3

84 3 3 3 3 3 3 3 3 4 4 3 4 3 3 3 3 4 3 3 3 4 3 3 3 3 4 3 3 4 3 3 3 3

85 3 3 3 4 4 3 4 4 4 4 3 4 4 4 4 4 4 4 3 3 3 4 4 4 4 3 3 4 4 4 4 3 3

86 2 2 2 3 2 2 3 3 3 2 3 2 2 2 2 3 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

87 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

88 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

89 3 3 3 3 3 3 3 3 2 3 3 2 3 2 2 3 3 3 2 3 3 3 3 3 3 3 3 3 3 2 3 3 1

90 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

91 2 2 2 3 3 3 3 3 3 3 3 4 4 4 4 4 4 3 3 2 2 3 3 3 4 3 3 3 3 3 3 3 3

92 4 3 4 3 4 4 4 3 4 4 3 3 3 3 4 4 4 4 4 3 4 4 3 4 4 4 4 4 4 3 3 3 3

93 3 3 4 3 3 2 3 3 3 3 4 3 3 4 3 3 4 4 4 3 3 3 3 2 2 3 3 3 3 3 2 3 2

94 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3

95 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

96 3 3 3 3 4 4 4 3 3 3 4 3 3 3 3 3 3 3 3 3 4 2 4 3 3 3 3 3 3 3 3 3 2

97 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3

98 3 3 3 3 3 3 3 3 2 2 2 3 3 4 4 4 3 3 4 4 4 3 3 3 3 3 4 4 4 4 3 3 3

99 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 2 3 3 3 3 3 3 2 3 3 4 4

100 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

101 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

102 3 3 3 3 3 3 3 4 4 4 3 3 3 3 3 3 3 3 3 4 4 4 3 4 4 3 3 3 3 3 3 3 3

103 4 4 4 4 4 4 4 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 3 3 4 4 4 4 4 4 4 4 4

104 2 2 2 3 3 2 3 3 3 3 3 2 3 3 3 2 4 3 3 4 3 3 3 3 3 3 3 2 4 3 2 2 2

105 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3

106 3 3 3 3 3 3 3 4 4 3 3 3 4 3 3 3 3 3 3 3 3 4 4 4 3 3 3 4 4 4 4 4 3

107 2 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4

108 3 3 3 3 3 4 4 4 4 4 4 4 3 3 3 3 3 3 3 3 3 4 3 4 4 3 3 3 3 3 3 3 3

109 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

110 3 4 4 4 4 3 4 3 3 4 4 3 3 4 4 3 4 4 4 4 3 4 4 4 4 4 4 4 4 4 4 3 3

111 4 4 3 4 4 3 4 4 3 4 4 4 3 2 2 4 3 3 4 3 3 3 3 2 2 2 2 2 2 2 2 2 2

112 2 2 3 3 2 3 3 3 2 2 2 2 3 2 2 3 3 2 2 3 3 3 3 3 2 3 3 3 3 3 3 3 1

113 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

114 4 3 3 4 4 3 3 3 2 2 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 2 3 3 2

115 3 3 4 3 3 3 4 3 2 2 3 3 3 3 3 3 2 3 3 3 3 4 3 3 3 3 4 3 3 2 3 2 1

116 3 3 3 4 3 4 3 3 3 3 3 3 4 4 4 3 3 3 3 3 3 4 4 4 4 4 4 4 3 3 3 2 2

117 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 3 4 3 4 3 3 3 4 3

118 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 3 3 4 3 4 3 3 3 4 3 4 4

119 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 2 2 2 2 3 3 3 3 3 3 3 3 3 3

120 2 2 2 2 2 3 3 3 3 3 3 3 3 2 3 2 2 2 2 2 2 3 3 3 3 3 2 2 3 3 3 3 3

121 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 3 3 3 3 3 3 4 3 2 3 2 2

122 3 3 3 3 3 3 3 3 3 3 3 3 4 4 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4

123 4 4 4 4 4 4 4 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

124 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

125 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 3 4 3 4 3 3 4 3 4 3 3 2 3 3 3 2 1

126 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 2 2

127 3 3 3 3 3 3 3 4 4 4 4 4 3 3 3 3 3 3 3 3 3 4 4 3 3 3 4 4 3 4 3 4 3

128 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

129 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 3 3 3 3 4 3 3 3 3 3 3 3 4 3 4 4

130 4 4 4 4 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 3 3 3 3 3 3 3

131 3 3 4 3 4 3 3 4 2 3 3 3 3 3 3 4 4 4 3 3 3 3 4 3 3 3 3 3 3 3 4 4 3

132 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 2 2 2 2 3 2

133 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 1 1 2 2 2 2 2 2 2 1 2 2 3 2 2 3 1

134 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4

135 4 4 4 4 4 4 4 4 3 3 3 3 2 2 4 2 3 3 3 2 2 2 3 3 3 3 4 3 2 2 3 2 3

136 3 3 3 2 2 2 3 2 2 2 3 2 2 2 2 2 2 2 2 3 2 2 2 2 2 2 2 2 3 2 2 2 2

137 3 3 3 3 3 3 2 3 3 3 3 2 4 4 4 4 2 4 4 2 3 4 2 3 3 3 2 4 4 3 3 3 3

138 2 3 3 3 3 2 3 2 2 2 3 3 3 3 3 3 3 3 2 3 2 3 3 2 4 3 3 3 2 2 3 2 2

139 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

140 2 2 2 3 3 3 3 3 3 3 3 3 3 2 2 3 3 2 3 3 2 2 3 3 3 3 3 3 3 3 3 3 2

141 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 2 2 3 3 3 3 3 3 3 3 3 3 3 2

142 2 3 3 4 4 4 4 3 3 3 3 3 3 3 3 3 2 2 2 3 2 2 3 3 3 3 3 3 4 3 3 3 3

143 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

144 3 3 3 3 3 2 3 3 2 2 3 2 2 2 2 3 2 2 2 2 2 2 3 2 2 3 3 3 3 3 3 3 2

145 3 3 2 3 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 3 3 3 3 3 2 3 3 2

146 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 2 3 2 2 3 3 3

147 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 2 3 3 3 3 2 2 3 3 2 3 3 3 3 2

148 3 4 3 3 4 4 4 3 2 2 3 3 3 2 2 3 3 3 3 3 3 4 4 4 4 3 3 3 2 3 2 4 2

149 4 4 4 3 3 3 4 4 4 3 3 3 2 2 2 3 4 4 4 4 4 4 4 4 4 3 3 3 3 3 3 3 3

150 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

151 4 2 4 4 3 3 3 3 4 4 4 4 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

152 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

153 3 3 3 3 3 3 2 2 2 2 3 2 3 3 2 2 3 3 2 3 3 3 2 2 2 3 3 2 3 2 3 3 2

154 3 4 4 4 4 4 3 3 3 3 4 3 4 3 3 3 3 3 3 4 4 3 3 3 3 3 4 4 4 3 3 3 3

155 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 2

156 3 3 3 3 3 3 3 3 3 2 3 3 2 2 2 2 3 2 2 2 2 2 3 2 2 3 2 2 3 2 2 3 2

157 3 2 3 3 3 2 3 3 2 3 2 2 2 2 2 2 3 2 2 3 3 3 2 2 2 2 2 2 2 2 2 2 2

158 3 3 3 3 3 4 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

159 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

160 3 3 2 2 2 2 2 2 2 2 2 2 2 2 2 1 1 2 2 2 2 2 2 2 2 2 2 2 2 1 2 2 1

161 3 3 3 3 3 4 4 3 3 3 3 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 3 3 3 4 3

162 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 2 3 3

163 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2 3 3 2

164 2 2 3 3 3 3 3 3 3 3 3 3 3 3 2 3 3 3 3 3 3 3 3 3 3 2 3 2 3 2 3 3 2

165 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 2

130

LAMPIRAN 21: FACTOR ANALYSIS KUALITAS PELAYANAN (TANGIBLES)



Adequacy.

.835

Bartlett's Test of

Sphericity


df 6

Sig. .000

Anti-image Matrices

KP1 KP2 KP3 KP4

Anti-image

Covariance

KP1 .410 -.112 -.167 -.083

KP2 -.112 .455 -.118 -.122

KP3 -.167 -.118 .372 -.120

KP4 -.083 -.122 -.120 .498

Anti-image

Correlation

KP1 .824a -.259 -.429 -.184

KP2 -.259 .855a -.287 -.257

KP3 -.429 -.287 .804a -.279

KP4 -.184 -.257 -.279 .870a


Communalities

Initial Extraction

KP1 1.000 .756

KP2 1.000 .731

KP3 1.000 .790

KP4 1.000 .694


Component Analysis.

Total Variance Explained

Component Initial Eigenvalues Extraction Sums of Squared Loadings

Total % of Variance Cumulative % Total % of Variance Cumulative %

1 2.971 74.279 74.279 2.971 74.279 74.279

2 .403 10.078 84.356

3 .356 8.901 93.257

4 .270 6.743 100.000

Extraction Method: Principal Component Analysis.

Component Matrixa

Component

1

KP1 .870

KP2 .855

KP3 .889

KP4 .833

131

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

LAMPIRAN 22: FACTOR ANALYSIS KUALITAS PELAYANAN (REABILITY)



Adequacy.

.822

Bartlett's Test of

Sphericity


df 6

Sig. .000

Anti-image Matrices

KP6 KP7 KP8 KP9

Anti-image

Covariance

KP6 .381 -.159 -.160 -.070

KP7 -.159 .465 -.106 -.064

KP8 -.160 -.106 .373 -.151

KP9 -.070 -.064 -.151 .564

Anti-image

Correlation

KP6 .796a -.377 -.424 -.151

KP7 -.377 .843a -.254 -.126

KP8 -.424 -.254 .795a -.330

KP9 -.151 -.126 -.330 .873a


Communalities

Initial Extraction

KP6 1.000 .779

KP7 1.000 .715

KP8 1.000 .792

KP9 1.000 .630


Component Analysis.




1 2.916 72.890 72.890 2.916 72.890 72.890

2 .492 12.300 85.190

3 .332 8.312 93.502

4 .260 6.498 100.000


132

Component Matrixa

Component

1

KP6 .883

KP7 .845

KP8 .890

KP9 .794

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

LAMPIRAN 23: FACTOR ANALYSIS KUALITAS PELAYANAN

(RESPONSIVENESS)



Adequacy.

.832

Bartlett's Test of

Sphericity


df 6

Sig. .000

Anti-image Matrices

KP10 KP11 KP12 KP13

Anti-image

Covariance

KP10 .392 -.167 -.107 -.058

KP11 -.167 .354 -.067 -.129

KP12 -.107 -.067 .429 -.153

KP13 -.058 -.129 -.153 .399

Anti-image

Correlation

KP10 .829a -.448 -.260 -.146

KP11 -.448 .810a -.172 -.342

KP12 -.260 -.172 .853a -.369

KP13 -.146 -.342 -.369 .837a


Communalities

Initial Extraction

KP10 1.000 .762

KP11 1.000 .793

KP12 1.000 .742

KP13 1.000 .762


Component Analysis.

133




1 3.059 76.472 76.472 3.059 76.472 76.472

2 .379 9.480 85.952

3 .319 7.976 93.928

4 .243 6.072 100.000


Component Matrixa

Component

1

KP10 .873

KP11 .891

KP12 .861

KP13 .873

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

LAMPIRAN 24: FACTOR ANALYSIS KUALITAS PELAYANAN (ASSURANCE)



Adequacy.

.833

Bartlett's Test of

Sphericity


df 6

Sig. .000

Anti-image Matrices

KP14 KP15 KP16 KP17

Anti-image

Covariance

KP14 .356 -.098 -.047 -.147

KP15 -.098 .279 -.160 -.064

KP16 -.047 -.160 .322 -.071

KP17 -.147 -.064 -.071 .383

Anti-image

Correlation

KP14 .851a -.313 -.138 -.398

KP15 -.313 .802a -.533 -.195

KP16 -.138 -.533 .823a -.201

KP17 -.398 -.195 -.201 .865a


134

Communalities

Initial Extraction

KP14 1.000 .787

KP15 1.000 .835

KP16 1.000 .796

KP17 1.000 .768


Component Analysis.




1 3.186 79.647 79.647 3.186 79.647 79.647

2 .356 8.903 88.549

3 .268 6.691 95.240

4 .190 4.760 100.000


Component Matrixa

Component

1

KP14 .887

KP15 .914

KP16 .892

KP17 .876

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

LAMPIRAN 26: FACTOR ANALYSIS KUALITAS PELAYANAN (EMPHATY)



Adequacy.

.840

Bartlett's Test of

Sphericity


df 10

Sig. .000

Anti-image Matrices


Anti-image

Covariance

KP18 .432 -.130 -.093 .002 -.053

KP19 -.130 .324 -.147 -.065 -.007

KP20 -.093 -.147 .333 -.014 -.074

KP21 .002 -.065 -.014 .369 -.207

135

KP22

-.053 -.007 -.074 -.207 .332

Anti-image

Correlation

KP18 .890a -.348 -.246 .006 -.139

KP19 -.348 .841a -.446 -.187 -.022

KP20 -.246 -.446 .858a -.040 -.222

KP21 .006 -.187 -.040 .809a -.592

KP22 -.139 -.022 -.222 -.592 .809a


Communalities

Initial Extraction

KP18 1.000 .681

KP19 1.000 .769

KP20 1.000 .769

KP21 1.000 .684

KP22 1.000 .734


Component Analysis.




1 3.638 72.758 72.758 3.638 72.758 72.758

2 .595 11.899 84.657

3 .317 6.333 90.990

4 .253 5.051 96.041

5 .198 3.959 100.000


Component Matrixa

Component

1

KP18 .825

KP19 .877

KP20 .877

KP21 .827

KP22 .857

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

136

LAMPIRAN 27: FACTOR ANALYSIS KEPUASAN PELANGGAN



Adequacy.

.716

Bartlett's Test of

Sphericity


df 3

Sig. .000

Anti-image Matrices

KK1 KK2 KK3

Anti-image

Covariance

KK1 .536 -.111 -.159

KK2 -.111 .392 -.227

KK3 -.159 -.227 .362

Anti-image

Correlation

KK1 .811a -.242 -.361

KK2 -.242 .696a -.604

KK3 -.361 -.604 .672a


Communalities

Initial Extraction

KK1 1.000 .720

KK2 1.000 .807

KK3 1.000 .834


Component Analysis.




1 2.361 78.708 78.708 2.361 78.708 78.708

2 .406 13.524 92.232

3 .233 7.768 100.000


Component Matrixa

Component

1

KK1 .849

KK2 .898

KK3 .913

Extraction Method:

Principal Component

Analysis.

a. 1 components

extracted.

137


(BERLANGGANAN)



Adequacy.

.746

Bartlett's Test of

Sphericity


df 3

Sig. .000

Anti-image Matrices

LP1 LP2 LP3

Anti-image

Covariance

LP1 .402 -.163 -.122

LP2 -.163 .330 -.179

LP3 -.122 -.179 .372

Anti-image

Correlation

LP1 .778a -.448 -.315

LP2 -.448 .713a -.509

LP3 -.315 -.509 .752a


Communalities

Initial Extraction

LP1 1.000 .805

LP2 1.000 .850

LP3 1.000 .822


Component Analysis.




1 2.477 82.576 82.576 2.477 82.576 82.576

2 .297 9.898 92.474

3 .226 7.526 100.000


Component Matrixa

Component

1

LP1 .897

LP2 .922

LP3 .906

Extraction Method:

Principal Component

Analysis.

138

LAMPIRAN 29: FACTOR ANALYSIS LOYALITAS PELANGGAN (PERILAKU

PERPINDAHAN)



Adequacy.

.734

Bartlett's Test of

Sphericity


df 3

Sig. .000

Anti-image Matrices

LP4 LP5 LP6

Anti-image

Covariance

LP4 .466 -.189 -.194

LP5 -.189 .480 -.182

LP6 -.194 -.182 .474

Anti-image

Correlation

LP4 .728a -.400 -.413

LP5 -.400 .739a -.382

LP6 -.413 -.382 .735a


Communalities

Initial Extraction

LP4 1.000 .779

LP5 1.000 .770

LP6 1.000 .774


Component Analysis.




1 2.323 77.437 77.437 2.323 77.437 77.437

2 .346 11.521 88.958

3 .331 11.042 100.000


Component Matrixa

Component

1

LP4 .883

LP5 .877

LP6 .880

Extraction Method:

Principal Component

Analysis.

139


(REKOMENDASI)



Adequacy.

.717

Bartlett's Test of

Sphericity


df 3

Sig. .000

Anti-image Matrices

LP7 LP8 LP9

Anti-image

Covariance

LP7 .498 -.235 -.201

LP8 -.235 .528 -.167

LP9 -.201 -.167 .572

Anti-image

Correlation

LP7 .692a -.457 -.377

LP8 -.457 .714a -.303

LP9 -.377 -.303 .750a


Communalities

Initial Extraction

LP7 1.000 .768

LP8 1.000 .743

LP9 1.000 .711


Component Analysis.




1 2.222 74.067 74.067 2.222 74.067 74.067

2 .430 14.323 88.390

3 .348 11.610 100.000


Component Matrixa

Component

1

LP7 .876

LP8 .862

LP9 .843


Component Analysis.

140

LAMPIRAN 31: RELIABILITAS KUALITAS PELAYANAN (TANGIBLES)


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.884 .884 4


KP1 KP2 KP3 KP4

KP1 1.000 .654 .725 .613

KP2 .654 1.000 .676 .620

KP3 .725 .676 1.000 .652

KP4 .613 .620 .652 1.000


KP1 KP2 KP3 KP4

KP1 .420 .284 .311 .240

KP2 .284 .449 .300 .251

KP3 .311 .300 .439 .261

KP4 .240 .251 .261 .366


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP1 9.00 2.878 .760 .590 .847

KP2 9.06 2.850 .738 .545 .856

KP3 8.96 2.785 .789 .628 .835

KP4 8.89 3.098 .707 .502 .867

Scale Statistics


11.97 4.969 2.229 4

141

LAMPIRAN 32: RELIABILITAS KUALITAS PELAYANAN (REABILITY)


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.875 .875 4


KP6 KP7 KP8 KP9

KP6 1.000 .690 .731 .576

KP7 .690 1.000 .660 .533

KP8 .731 .660 1.000 .631

KP9 .576 .533 .631 1.000


KP6 KP7 KP8 KP9

KP6 .373 .261 .277 .219

KP7 .261 .384 .254 .206

KP8 .277 .254 .385 .244

KP9 .219 .206 .244 .388


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP6 9.24 2.563 .774 .619 .823

KP7 9.30 2.625 .718 .535 .845

KP8 9.18 2.516 .787 .627 .817

KP9 9.22 2.724 .650 .436 .872

Scale Statistics


12.32 4.449 2.109 4

142

LAMPIRAN 33: RELIABILITAS KUALITAS PELAYANAN (RESPONSIVENESS)


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.897 .897 4


KP10 KP11 KP12 KP13

KP10 1.000 .739 .662 .652

KP11 .739 1.000 .662 .708

KP12 .662 .662 1.000 .694

KP13 .652 .708 .694 1.000


KP10 KP11 KP12 KP13

KP10 .444 .328 .260 .281

KP11 .328 .444 .260 .306

KP12 .260 .260 .346 .265

KP13 .281 .306 .265 .420


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP10 9.08 2.871 .770 .608 .868

KP11 9.08 2.822 .798 .646 .857

KP12 9.03 3.139 .752 .571 .875

KP13 9.15 2.930 .768 .601 .868

Scale Statistics


12.12 5.054 2.248 4

143

LAMPIRAN 34: RELIABILITAS KUALITAS PELAYANAN (ASSURANCE)


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.915 .915 4


KP14 KP15 KP16 KP17

KP14 1.000 .742 .692 .734

KP15 .742 1.000 .802 .711

KP16 .692 .802 1.000 .688

KP17 .734 .711 .688 1.000


KP14 KP15 KP16 KP17

KP14 .443 .334 .315 .328

KP15 .334 .456 .370 .322

KP16 .315 .370 .468 .316

KP17 .328 .322 .316 .451


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP14 8.89 3.390 .797 .644 .892

KP15 8.89 3.281 .839 .721 .877

KP16 8.89 3.317 .804 .678 .890

KP17 8.87 3.404 .780 .617 .898

Scale Statistics


11.85 5.788 2.406 4

144

LAMPIRAN 35: RELIABILITAS KUALITAS PELAYANAN (EMPHATY)


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.905 .906 5



KP18 1.000 .712 .689 .535 .591

KP19 .712 1.000 .769 .621 .628

KP20 .689 .769 1.000 .607 .663

KP21 .535 .621 .607 1.000 .775

KP22 .591 .628 .663 .775 1.000



KP18 .533 .348 .333 .252 .267

KP19 .348 .449 .341 .268 .261

KP20 .333 .341 .438 .259 .272

KP21 .252 .268 .259 .416 .310

KP22 .267 .261 .272 .310 .384


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KP18 11.68 5.107 .728 .568 .893

KP19 11.72 5.156 .800 .676 .875

KP20 11.76 5.194 .799 .667 .876

KP21 11.69 5.447 .723 .631 .892

KP22 11.64 5.438 .768 .668 .883

Scale Statistics


14.62 8.041 2.836 5

145

LAMPIRAN 36: RELIABILITAS KEPUASAN PELANGGAN


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.864 .864 3


KK1 KK2 KK3

KK1 1.000 .619 .656

KK2 .619 1.000 .764

KK3 .656 .764 1.000


KK1 KK2 KK3

KK1 .437 .261 .287

KK2 .261 .408 .323

KK3 .287 .323 .439


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

KK1 6.01 1.494 .679 .464 .866

KK2 6.04 1.450 .760 .608 .792

KK3 6.07 1.367 .788 .638 .764

Scale Statistics


9.05 3.027 1.740 3

146

LAMPIRAN 37: RELIABILITAS LOYALITAS PELANGGAN (BERLANGGANAN)


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.894 .894 3


LP1 LP2 LP3

LP1 1.000 .744 .705

LP2 .744 1.000 .766

LP3 .705 .766 1.000


LP1 LP2 LP3

LP1 .426 .310 .299

LP2 .310 .407 .317

LP3 .299 .317 .421


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

LP1 5.95 1.461 .771 .598 .867

LP2 5.97 1.444 .818 .670 .827

LP3 5.93 1.453 .787 .628 .853

Scale Statistics


8.93 3.104 1.762 3

147

LAMPIRAN 38: RELIABILITAS LOYALITAS PELANGGAN (PERILAKU

PERPINDAHAN)


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.854 .854 3


LP4 LP5 LP6

LP4 1.000 .662 .667

LP5 .662 1.000 .655

LP6 .667 .655 1.000


LP4 LP5 LP6

LP4 .445 .293 .312

LP5 .293 .438 .304

LP6 .312 .304 .492


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

LP4 5.80 1.539 .731 .534 .791

LP5 5.78 1.562 .721 .520 .800

LP6 6.03 1.469 .725 .526 .797

Scale Statistics


8.81 3.194 1.787 3

148

LAMPIRAN 39: RELIABILITAS LOYALITAS PELANGGAN (PERILAKU

PERPINDAHAN)


N %

Cases

Valid 165 100.0

Excludeda 0 .0

Total 165 100.0


in the procedure.


Cronbach's

Alpha

Cronbach's

Alpha Based

on

Standardized

Items

N of Items

.814 .825 3


LP7 LP8 LP9

LP7 1.000 .647 .608

LP8 .647 1.000 .577

LP9 .608 .577 1.000


LP7 LP8 LP9

LP7 .397 .272 .318

LP8 .272 .445 .319

LP9 .318 .319 .689


Scale Mean if

Item Deleted

Scale Variance

if Item

Deleted

Corrected

Item-Total

Correlation

Squared

Multiple

Correlation

Cronbach's

Alpha if Item

Deleted

LP7 5.44 1.773 .703 .502 .721

LP8 5.33 1.722 .676 .472 .739

LP9 5.85 1.385 .652 .428 .785

Scale Statistics


8.31 3.349 1.830 3

149

LAMPIRAN 40: HASIL UJI ANOVA (ONE WAY) – GENDER

Test of Homogeneity of Variances

Levene Statistic df1 df2 Sig.

TANGIBLES .468 1 163 .495

REABILITY .100 1 163 .753

RESPONSIVENESS .573 1 163 .450

ASSURANCE 1.298 1 163 .256

EMPHATY 1.776 1 163 .184

KEPPELGN 3.121 1 163 .079

BERLANGGANAN 1.701 1 163 .194

PERPINDAHAN 1.356 1 163 .246

REKOMENDASI 1.795 1 163 .182

ANOVA

Sum of Squares df Mean Square F Sig.

TANGIBLES

Between Groups .035 1 .035 .035 .852

Within Groups 163.965 163 1.006

Total 164.000 164

REABILITY

Between Groups .142 1 .142 .141 .708

Within Groups 163.858 163 1.005

Total 164.000 164

RESPONSIVENESS

Between Groups .017 1 .017 .017 .897

Within Groups 163.983 163 1.006

Total 164.000 164

ASSURANCE

Between Groups .000 1 .000 .000 .995

Within Groups 164.000 163 1.006

Total 164.000 164

EMPHATY

Between Groups .000 1 .000 .000 .986

Within Groups 164.000 163 1.006

Total 164.000 164

KEPPELGN

Between Groups .547 1 .547 .545 .461

Within Groups 163.453 163 1.003

Total 164.000 164

BERLANGGANAN

Between Groups .089 1 .089 .089 .766

Within Groups 163.911 163 1.006

Total 164.000 164

PERPINDAHAN

Between Groups .088 1 .088 .088 .767

Within Groups 163.912 163 1.006

Total 164.000 164

REKOMENDASI

Between Groups 1.700 1 1.700 1.707 .193

Within Groups 162.300 163 .996

Total 164.000 164

LAMPIRAN 41 : HASIL UJI ANOVA (ONE WAY) – USIA



TANGIBLES .352 3 161 .788

REABILITY .928 3 161 .429

RESPONSIVENESS 1.827 3 161 .144

ASSURANCE .930 3 161 .428

EMPHATY .121 3 161 .948

KEPPELGN 1.080 3 161 .359


PERPINDAHAN .308 3 161 .820

REKOMENDASI .264 3 161 .851

150

ANOVA


TANGIBLES

Between Groups 2.552 3 .851 .848 .469

Within Groups 161.448 161 1.003

Total 164.000 164

REABILITY

Between Groups 3.216 3 1.072 1.073 .362


Total 164.000 164

RESPONSIVENESS

Between Groups .616 3 .205 .202 .895

Within Groups 163.384 161 1.015

Total 164.000 164

ASSURANCE

Between Groups 2.350 3 .783 .780 .507

Within Groups 161.650 161 1.004

Total 164.000 164

EMPHATY

Between Groups 3.182 3 1.061 1.062 .367


Total 164.000 164

KEPPELGN

Between Groups 2.705 3 .902 .900 .443

Within Groups 161.295 161 1.002

Total 164.000 164

BERLANGGANAN

Between Groups 5.334 3 1.778 1.804 .149


Total 164.000 164

PERPINDAHAN

Between Groups 3.334 3 1.111 1.114 .345


Total 164.000 164

REKOMENDASI

Between Groups .695 3 .232 .229 .876

Within Groups 163.305 161 1.014

Total 164.000 164

LAMPIRAN 42 : HASIL UJI ANOVA (ONE WAY) – STATUS



TANGIBLES .352 1 163 .554

REABILITY .132 1 163 .717

RESPONSIVENESS .442 1 163 .507

ASSURANCE .377 1 163 .540

EMPHATY .020 1 163 .889

KEPPELGN .178 1 163 .674

BERLANGGANAN .082 1 163 .776



ANOVA


TANGIBLES

Between Groups .130 1 .130 .129 .720

Within Groups 163.870 163 1.005

Total 164.000 164

REABILITY Between Groups .435 1 .435 .434 .511

Within Groups 163.565 163 1.003

Total 164.000 164

RESPONSIVENESS Between Groups 2.493 1 2.493 2.517 .115


Total 164.000 164

ASSURANCE Between Groups .087 1 .087 .086 .769

151

Within Groups 163.913 163 1.006

Total 164.000 164

EMPHATY

Between Groups .096 1 .096 .096 .758

Within Groups 163.904 163 1.006

Total 164.000 164

KEPPELGN

Between Groups .001 1 .001 .001 .970

Within Groups 163.999 163 1.006

Total 164.000 164

BERLANGGANAN

Between Groups .501 1 .501 .499 .481

Within Groups 163.499 163 1.003

Total 164.000 164

PERPINDAHAN

Between Groups .289 1 .289 .288 .592

Within Groups 163.711 163 1.004

Total 164.000 164

REKOMENDASI

Between Groups .818 1 .818 .817 .367

Within Groups 163.182 163 1.001

Total 164.000 164

LAMPIRAN 43 : HASIL UJI ANOVA (ONE WAY) – PEKERJAAN



TANGIBLES .332 2 162 .718

REABILITY .995 2 162 .372


ASSURANCE .020 2 162 .980

EMPHATY .302 2 162 .740

KEPPELGN .106 2 162 .899

BERLANGGANAN .156 2 162 .856



ANOVA


TANGIBLES

Between Groups 2.753 2 1.376 1.383 .254


Total 164.000 164

REABILITY

Between Groups 1.623 2 .812 .810 .447

Within Groups 162.377 162 1.002

Total 164.000 164

RESPONSIVENESS

Between Groups 4.588 2 2.294 2.331 .100


Total 164.000 164

ASSURANCE

Between Groups 1.047 2 .523 .520 .595

Within Groups 162.953 162 1.006

Total 164.000 164

EMPHATY

Between Groups 4.165 2 2.082 2.111 .124


Total 164.000 164

KEPPELGN

Between Groups .560 2 .280 .278 .758

Within Groups 163.440 162 1.009

Total 164.000 164

BERLANGGANAN

Between Groups .039 2 .020 .019 .981

Within Groups 163.961 162 1.012

Total 164.000 164

PERPINDAHAN Between Groups 1.318 2 .659 .656 .520

Within Groups 162.682 162 1.004

152

Total

164.000 164

REKOMENDASI

Between Groups .255 2 .127 .126 .882

Within Groups 163.745 162 1.011

Total 164.000 164

LAMPIRAN 44 : HASIL UJI ANOVA (ONE WAY) – PENDIDIKAN



TANGIBLES .280 4 160 .891

REABILITY .161 4 160 .958


ASSURANCE .371 4 160 .829

EMPHATY 1.076 4 160 .370

KEPPELGN 1.166 4 160 .328


PERPINDAHAN 1.724 4 160 .147

REKOMENDASI 2.448 4 160 .048

ANOVA


TANGIBLES

Between Groups .443 4 .111 .108 .979

Within Groups 163.557 160 1.022

Total 164.000 164

REABILITY

Between Groups 1.262 4 .315 .310 .871

Within Groups 162.738 160 1.017

Total 164.000 164

RESPONSIVENESS

Between Groups 1.551 4 .388 .382 .821

Within Groups 162.449 160 1.015

Total 164.000 164

ASSURANCE

Between Groups 4.811 4 1.203 1.209 .309


Total 164.000 164

EMPHATY

Between Groups .880 4 .220 .216 .929

Within Groups 163.120 160 1.019

Total 164.000 164

KEPPELGN

Between Groups 2.104 4 .526 .520 .721

Within Groups 161.896 160 1.012

Total 164.000 164

BERLANGGANAN

Between Groups 1.492 4 .373 .367 .832

Within Groups 162.508 160 1.016

Total 164.000 164

PERPINDAHAN

Between Groups .815 4 .204 .200 .938

Within Groups 163.185 160 1.020

Total 164.000 164

REKOMENDASI

Between Groups 2.954 4 .739 .734 .570

Within Groups 161.046 160 1.007

Total 164.000 164

153

LAMPIRAN 45 : HASIL UJI ANOVA (ONE WAY) – PENGELUARAN



TANGIBLES 2.238 5 159 .053

REABILITY 1.575 5 159 .170


ASSURANCE .869 5 159 .503

EMPHATY 1.990 5 159 .083

KEPPELGN 1.021 5 159 .407


PERPINDAHAN 1.292 5 159 .270

REKOMENDASI 1.077 5 159 .375

ANOVA


TANGIBLES

Between Groups 4.096 5 .819 .814 .541

Within Groups 159.904 159 1.006

Total 164.000 164

REABILITY

Between Groups 4.794 5 .959 .958 .446

Within Groups 159.206 159 1.001

Total 164.000 164

RESPONSIVENESS

Between Groups 3.602 5 .720 .714 .614

Within Groups 160.398 159 1.009

Total 164.000 164

ASSURANCE

Between Groups 10.415 5 2.083 2.156 .062


Total 164.000 164

EMPHATY

Between Groups 6.324 5 1.265 1.276 .277


Total 164.000 164

KEPPELGN

Between Groups 7.447 5 1.489 1.513 .189


Total 164.000 164

BERLANGGANAN

Between Groups 2.144 5 .429 .421 .833

Within Groups 161.856 159 1.018

Total 164.000 164

PERPINDAHAN

Between Groups 2.119 5 .424 .416 .837

Within Groups 161.881 159 1.018

Total 164.000 164

REKOMENDASI

Between Groups 1.415 5 .283 .277 .925

Within Groups 162.585 159 1.023

Total 164.000 164

154

LAMPIRAN 46 : OUTPUT UJI SEM LISREL 8.51

DATE: 1/16/2017 TIME: 13:21

L I S R E L 8.51

BY

Karl G. Jöreskog & Dag Sörbom

This program is published exclusively by Scientific Software International, Inc. 7383 N. Lincoln Avenue, Suite 100

Lincolnwood, IL 60712, U.S.A. Phone: (800)247-6113, (847)675-0720, Fax: (847)675-2140

Copyright by Scientific Software International, Inc., 1981-2001 Use of this program is subject to the terms specified in the

Universal Copyright Convention. Website: www.ssicentral.com

The following lines were read from file D:\lisrel 16 jan\syntaxprelis.pr2:

raw data from file prelisdata.psf latent variables: KP KK LP

relationships: KP1 = 1*KP KP2 = KP KP3 = KP KP4 = KP KP6 = KP KP7 = KP KP8 = KP KP9 = KP KP10 = KP KP11 = KP KP12 = KP KP13 = KP KP14 = KP KP15 = KP KP16 = KP KP17 = KP KP18 = KP KP19 = KP KP20 = KP KP21 = KP KP22 = KP KK1 = 1*KK KK2 = KK KK3 = KK

155

LP1 = 1*LP LP2 = LP LP3 = LP LP4 = LP LP5 = LP LP6 = LP LP7 = LP LP8 = LP LP9 = LP KK = KP LP = KP KK set error covariance of KP22 and KP21 free set error covariance of KP16 and KP15 free set error covariance of LP1 and KK3 free set error covariance of KP11 and KP10 free set error covariance of KP3 and KP1 free set error covariance of KP14 and KP17 free set error covariance of KP8 and KP6 free set error covariance of LP9 and LP6 free set error covariance of KP19 and KP17 free set error covariance of KP6 and KP4 free set error covariance of LP8 and KP7 free set error covariance of LP8 and LP7 free set error covariance of KP16 and LP8 free set error covariance of KP18 and KP7 free set error covariance of KP20 and KP19 free set error covariance of KP19 and KP8 free set error covariance of KP19 and LP3 free set error covariance of KP15 and KP14 free set error covariance of KP15 and KP10 free set error covariance of KP9 and KK2 free set error covariance of KP17 and LP6 free set error covariance of KP4 and LP6 free set error covariance of KP13 and KP14 free set error covariance of KP13 and KP11 free set error covariance of KP17 and KP20 free set error covariance of KP4 and LP8 free set error covariance of KP16 and KP14 free set error covariance of KP13 and KP10 free set error covariance of KP21 and KK2 free set error covariance of KP9 and KK1 free set error covariance of KP9 and LP8 free Options SC Path Diagram end of problems

Sample Size = 165

156

Covariance Matrix

KK1 KK2 KK3 LP1 LP2 LP3 -------- -------- -------- -------- -------- -------- KK1 0.44 KK2 0.26 0.41 KK3 0.29 0.32 0.44 LP1 0.26 0.29 0.36 0.43 LP2 0.25 0.26 0.31 0.31 0.41 LP3 0.22 0.26 0.27 0.30 0.32 0.42 LP4 0.26 0.25 0.30 0.30 0.29 0.31 LP5 0.22 0.22 0.25 0.24 0.26 0.29 LP6 0.23 0.25 0.28 0.26 0.26 0.30 LP7 0.22 0.24 0.24 0.25 0.24 0.26 LP8 0.21 0.23 0.25 0.20 0.22 0.20 LP9 0.18 0.21 0.28 0.26 0.26 0.24 KP1 0.23 0.21 0.21 0.19 0.22 0.19 KP2 0.19 0.23 0.24 0.24 0.25 0.25 KP3 0.23 0.26 0.24 0.23 0.24 0.26 KP4 0.20 0.22 0.22 0.23 0.23 0.24 KP6 0.20 0.23 0.23 0.23 0.24 0.24 KP7 0.22 0.24 0.28 0.26 0.25 0.24 KP8 0.22 0.25 0.24 0.23 0.22 0.21 KP9 0.26 0.27 0.26 0.22 0.21 0.20 KP10 0.24 0.23 0.27 0.25 0.22 0.19 KP11 0.25 0.23 0.27 0.25 0.24 0.21 KP12 0.22 0.24 0.22 0.23 0.24 0.23 KP13 0.26 0.26 0.27 0.27 0.24 0.24 KP14 0.25 0.21 0.25 0.25 0.25 0.22 KP15 0.25 0.23 0.26 0.25 0.25 0.24 KP16 0.26 0.24 0.28 0.29 0.28 0.29 KP17 0.24 0.22 0.24 0.26 0.25 0.24 KP18 0.24 0.28 0.30 0.29 0.29 0.26 KP19 0.27 0.26 0.29 0.28 0.27 0.23 KP20 0.26 0.25 0.27 0.28 0.28 0.26 KP21 0.26 0.25 0.24 0.24 0.20 0.23 KP22 0.26 0.23 0.25 0.24 0.24 0.25

Covariance Matrix

LP4 LP5 LP6 LP7 LP8 LP9 -------- -------- -------- -------- -------- -------- LP4 0.45 LP5 0.29 0.44 LP6 0.31 0.30 0.49 LP7 0.28 0.27 0.31 0.40 LP8 0.24 0.22 0.28 0.27 0.44 LP9 0.28 0.25 0.39 0.32 0.32 0.69 KP1 0.20 0.18 0.16 0.15 0.16 0.20 KP2 0.21 0.23 0.21 0.21 0.19 0.27 KP3 0.24 0.23 0.19 0.20 0.20 0.20 KP4 0.21 0.20 0.17 0.18 0.14 0.20 KP6 0.21 0.20 0.19 0.16 0.18 0.19 KP7 0.24 0.23 0.22 0.21 0.22 0.25 KP8 0.19 0.17 0.17 0.16 0.16 0.16

157

KP9 0.23 0.19 0.21 0.18 0.22 0.21 KP10 0.21 0.21 0.23 0.19 0.19 0.26 KP11 0.23 0.22 0.24 0.21 0.21 0.25 KP12 0.21 0.22 0.22 0.19 0.20 0.23 KP13 0.23 0.23 0.25 0.22 0.21 0.25 KP14 0.23 0.24 0.26 0.23 0.20 0.27 KP15 0.26 0.26 0.28 0.24 0.22 0.29 KP16 0.29 0.27 0.28 0.26 0.18 0.32 KP17 0.27 0.24 0.29 0.24 0.21 0.27 KP18 0.26 0.25 0.25 0.24 0.23 0.30 KP19 0.27 0.25 0.26 0.25 0.22 0.29 KP20 0.28 0.24 0.27 0.24 0.19 0.30 KP21 0.22 0.25 0.23 0.22 0.18 0.20 KP22 0.26 0.26 0.23 0.22 0.18 0.22

Covariance Matrix

KP1 KP2 KP3 KP4 KP6 KP7 -------- -------- -------- -------- -------- -------- KP1 0.42 KP2 0.28 0.45 KP3 0.31 0.30 0.44 KP4 0.24 0.25 0.26 0.37 KP6 0.26 0.27 0.29 0.27 0.37 KP7 0.23 0.26 0.24 0.25 0.26 0.38 KP8 0.24 0.25 0.27 0.25 0.28 0.25 KP9 0.24 0.19 0.22 0.20 0.22 0.21 KP10 0.20 0.19 0.18 0.20 0.20 0.21 KP11 0.22 0.22 0.23 0.20 0.23 0.22 KP12 0.22 0.24 0.24 0.23 0.23 0.22 KP13 0.22 0.24 0.23 0.23 0.23 0.23 KP14 0.18 0.21 0.18 0.22 0.20 0.20 KP15 0.21 0.22 0.24 0.20 0.21 0.21 KP16 0.21 0.25 0.22 0.22 0.21 0.24 KP17 0.20 0.22 0.21 0.20 0.22 0.21 KP18 0.22 0.26 0.27 0.24 0.24 0.20 KP19 0.24 0.26 0.26 0.20 0.23 0.23 KP20 0.23 0.26 0.23 0.21 0.22 0.22 KP21 0.20 0.21 0.24 0.20 0.18 0.17 KP22 0.23 0.22 0.25 0.19 0.20 0.20

Covariance Matrix

KP8 KP9 KP10 KP11 KP12 KP13 -------- -------- -------- -------- -------- -------- KP8 0.38 KP9 0.24 0.39 KP10 0.22 0.26 0.44 KP11 0.22 0.26 0.33 0.44 KP12 0.24 0.22 0.26 0.26 0.35 KP13 0.22 0.25 0.28 0.31 0.26 0.42 KP14 0.15 0.20 0.25 0.23 0.24 0.28 KP15 0.18 0.21 0.21 0.27 0.22 0.27 KP16 0.19 0.22 0.25 0.26 0.23 0.29 KP17 0.17 0.20 0.23 0.24 0.23 0.28

158

KP18 0.23 0.23 0.25 0.25 0.27 0.28 KP19 0.18 0.22 0.23 0.25 0.25 0.27 KP20 0.21 0.23 0.25 0.25 0.25 0.27 KP21 0.18 0.20 0.18 0.20 0.21 0.23 KP22 0.19 0.21 0.22 0.24 0.21 0.22

Covariance Matrix

KP14 KP15 KP16 KP17 KP18 KP19 -------- -------- -------- -------- -------- -------- KP14 0.44 KP15 0.33 0.46 KP16 0.32 0.37 0.47 KP17 0.33 0.32 0.32 0.45 KP18 0.28 0.30 0.30 0.30 0.53 KP19 0.28 0.32 0.31 0.33 0.35 0.45 KP20 0.29 0.29 0.32 0.31 0.33 0.34 KP21 0.24 0.25 0.23 0.24 0.25 0.27 KP22 0.22 0.24 0.26 0.24 0.27 0.26

Covariance Matrix

KP20 KP21 KP22 -------- -------- -------- KP20 0.44 KP21 0.26 0.42 KP22 0.27 0.31 0.38

Number of Iterations = 39

LISREL Estimates (Maximum Likelihood)

Measurement Equations

KK1 = 1.00*KK, Errorvar.= 0.19 , R² = 0.56 (0.023) 8.21 KK2 = 1.08*KK, Errorvar.= 0.13 , R² = 0.69 (0.098) (0.017) 10.95 7.53 KK3 = 1.15*KK, Errorvar.= 0.11 , R² = 0.75 (0.10) (0.015) 11.48 6.94 LP1 = 1.00*LP, Errorvar.= 0.13 , R² = 0.69 (0.016) 8.03

159

LP2 = 1.01*LP, Errorvar.= 0.11 , R² = 0.72 (0.074) (0.014) 13.57 7.84 LP3 = 1.02*LP, Errorvar.= 0.12 , R² = 0.72 (0.075) (0.015) 13.53 7.82 LP4 = 1.02*LP, Errorvar.= 0.14 , R² = 0.68 (0.079) (0.018) 12.92 8.07 LP5 = 0.94*LP, Errorvar.= 0.18 , R² = 0.58 (0.081) (0.022) 11.54 8.40 LP6 = 0.99*LP, Errorvar.= 0.20 , R² = 0.58 (0.086) (0.024) 11.55 8.49 LP7 = 0.90*LP, Errorvar.= 0.16 , R² = 0.60 (0.077) (0.019) 11.72 8.35 LP8 = 0.80*LP, Errorvar.= 0.27 , R² = 0.41 (0.088) (0.030) 9.08 9.08 LP9 = 0.94*LP, Errorvar.= 0.43 , R² = 0.37 (0.11) (0.049) 8.53 8.76

KP1 = 1.00*KP, Errorvar.= 0.21 , R² = 0.50 (0.024) 8.71 KP2 = 1.09*KP, Errorvar.= 0.20 , R² = 0.55 (0.12) (0.023) 9.26 8.64 KP3 = 1.10*KP, Errorvar.= 0.19 , R² = 0.57 (0.089) (0.022) 12.29 8.60 KP4 = 0.99*KP, Errorvar.= 0.16 , R² = 0.56 (0.11) (0.018) 9.40 8.70 KP6 = 1.03*KP, Errorvar.= 0.15 , R² = 0.60 (0.11) (0.017) 9.64 8.67

160

KP7 = 1.04*KP, Errorvar.= 0.16 , R² = 0.59 (0.11) (0.018) 9.57 8.55 KP8 = 1.00*KP, Errorvar.= 0.18 , R² = 0.54 (0.11) (0.020) 9.18 8.69 KP9 = 0.96*KP, Errorvar.= 0.19 , R² = 0.51 (0.11) (0.021) 8.92 8.81 KP10 = 1.01*KP, Errorvar.= 0.24 , R² = 0.47 (0.12) (0.027) 8.55 8.86 KP11 = 1.05*KP, Errorvar.= 0.21 , R² = 0.52 (0.12) (0.025) 8.99 8.68 KP12 = 1.05*KP, Errorvar.= 0.12 , R² = 0.66 (0.10) (0.014) 10.11 8.40 KP13 = 1.11*KP, Errorvar.= 0.16 , R² = 0.61 (0.11) (0.019) 9.74 8.54 KP14 = 1.04*KP, Errorvar.= 0.20 , R² = 0.53 (0.11) (0.023) 9.06 8.87 KP15 = 1.09*KP, Errorvar.= 0.21 , R² = 0.54 (0.12) (0.024) 9.17 8.78 KP16 = 1.15*KP, Errorvar.= 0.20 , R² = 0.58 (0.12) (0.022) 9.56 8.82 KP17 = 1.09*KP, Errorvar.= 0.21 , R² = 0.54 (0.12) (0.023) 9.21 8.88 KP18 = 1.23*KP, Errorvar.= 0.22 , R² = 0.59 (0.13) (0.026) 9.55 8.52 KP19 = 1.17*KP, Errorvar.= 0.15 , R² = 0.65 (0.12) (0.018) 10.03 8.55 KP20 = 1.16*KP, Errorvar.= 0.16 , R² = 0.64

161

(0.12) (0.019) 9.96 8.40 KP21 = 0.97*KP, Errorvar.= 0.22 , R² = 0.47 (0.11) (0.025) 8.57 8.87 KP22 = 1.03*KP, Errorvar.= 0.16 , R² = 0.57 (0.11) (0.019) 9.44 8.60

Error Covariance for LP1 and KK3 = 0.060 (0.012) 4.88

Error Covariance for LP8 and LP7 = 0.066 (0.017) 3.98

Error Covariance for LP9 and LP6 = 0.11 (0.026) 4.46

Error Covariance for KP3 and KP1 = 0.083 (0.018) 4.67

Error Covariance for KP4 and LP6 = -0.03 (0.012) -2.17



Error Covariance for KP7 and LP8 = 0.040 (0.014) 2.81


Error Covariance for KP9 and KK1 = 0.046 (0.015) 3.03


162






Error Covariance for KP15 and KP10 = -0.04 (0.012) -3.35








Error Covariance for KP19 and LP3 = -0.03 (0.010)

163

-3.35







Structural Equations

KK = 1.00*KP, Errorvar.= 0.034 , R² = 0.86 (0.11) (0.0094) 8.78 3.65 LP = 0.69*KK + 0.38*KP, Errorvar.= 0.035 , R² = 0.88 (0.18) (0.18) (0.0081) 3.84 2.15 4.28

Reduced Form Equations

KK = 1.00*KP, Errorvar.= 0.034, R² = 0.86 (0.11) 8.78 LP = 1.07*KP, Errorvar.= 0.051, R² = 0.82 (0.11) 9.59

Variances of Independent Variables

KP -------- 0.21

164

(0.04) 5.13

Covariance Matrix of Latent Variables

KK LP KP -------- -------- -------- KK 0.24 LP 0.25 0.29 KP 0.21 0.22 0.21

Goodness of Fit Statistics

Degrees of Freedom = 461 Minimum Fit Function Chi-Square = 811.91 (P = 0.0) Normal Theory Weighted Least Squares Chi-Square = 831.35 (P = 0.0) Estimated Non-centrality Parameter (NCP) = 370.35 90 Percent Confidence Interval for NCP = (293.60 ; 454.94) Minimum Fit Function Value = 4.95 Population Discrepancy Function Value (F0) = 2.26 90 Percent Confidence Interval for F0 = (1.79 ; 2.77) Root Mean Square Error of Approximation (RMSEA) = 0.070 90 Percent Confidence Interval for RMSEA = (0.062 ; 0.078) P-Value for Test of Close Fit (RMSEA < 0.05) = 0.00 Expected Cross-Validation Index (ECVI) = 6.29 90 Percent Confidence Interval for ECVI = (5.82 ; 6.80) ECVI for Saturated Model = 6.84 ECVI for Independence Model = 33.21 Chi-Square for Independence Model with 528 Degrees of Freedom = 5380.40 Independence AIC = 5446.40 Model AIC = 1031.35 Saturated AIC = 1122.00 Independence CAIC = 5581.90 Model CAIC = 1441.95 Saturated CAIC = 3425.44 Normed Fit Index (NFI) = 0.85 Non-Normed Fit Index (NNFI) = 0.92 Parsimony Normed Fit Index (PNFI) = 0.74 Comparative Fit Index (CFI) = 0.93 Incremental Fit Index (IFI) = 0.93 Relative Fit Index (RFI) = 0.83 Critical N (CN) = 108.98

Root Mean Square Residual (RMR) = 0.023 Standardized RMR = 0.053 Goodness of Fit Index (GFI) = 0.76

165

Adjusted Goodness of Fit Index (AGFI) = 0.71 Parsimony Goodness of Fit Index (PGFI) = 0.63

The Modification Indices Suggest to Add the Path to from Decrease in Chi-Square New Estimate LP1 KK 15.3 1.16

Standardized Solution

LAMBDA-Y

KK LP -------- -------- KK1 0.49 - - KK2 0.53 - - KK3 0.57 - - LP1 - - 0.54 LP2 - - 0.54 LP3 - - 0.55 LP4 - - 0.55 LP5 - - 0.51 LP6 - - 0.53 LP7 - - 0.49 LP8 - - 0.43 LP9 - - 0.51

LAMBDA-X

KP -------- KP1 0.46 KP2 0.50 KP3 0.50 KP4 0.45 KP6 0.47 KP7 0.47 KP8 0.46 KP9 0.44 KP10 0.46 KP11 0.48 KP12 0.48 KP13 0.51 KP14 0.47 KP15 0.50 KP16 0.53 KP17 0.50 KP18 0.56 KP19 0.53 KP20 0.53 KP21 0.44 KP22 0.47

BETA

166

KK LP -------- -------- KK - - - - LP 0.63 - -

GAMMA

KP -------- KK 0.93 LP 0.33

Correlation Matrix of ETA and KSI

KK LP KP -------- -------- -------- KK 1.00 LP 0.93 1.00 KP 0.93 0.91 1.00

PSI Note: This matrix is diagonal.

KK LP -------- -------- 0.14 0.12

Regression Matrix ETA on KSI (Standardized)

KP -------- KK 0.93 LP 0.91

Completely Standardized Solution

LAMBDA-Y

KK LP -------- -------- KK1 0.75 - - KK2 0.83 - - KK3 0.87 - - LP1 - - 0.83 LP2 - - 0.85 LP3 - - 0.85 LP4 - - 0.82 LP5 - - 0.76 LP6 - - 0.76 LP7 - - 0.77 LP8 - - 0.64 LP9 - - 0.61

167

LAMBDA-X

KP -------- KP1 0.70 KP2 0.74 KP3 0.75 KP4 0.75 KP6 0.77 KP7 0.77 KP8 0.74 KP9 0.71 KP10 0.68 KP11 0.72 KP12 0.81 KP13 0.78 KP14 0.73 KP15 0.73 KP16 0.76 KP17 0.74 KP18 0.77 KP19 0.80 KP20 0.80 KP21 0.69 KP22 0.76

BETA

KK LP -------- -------- KK - - - - LP 0.63 - -

GAMMA

KP -------- KK 0.93 LP 0.33

Correlation Matrix of ETA and KSI

KK LP KP -------- -------- -------- KK 1.00 LP 0.93 1.00 KP 0.93 0.91 1.00

PSI Note: This matrix is diagonal.

KK LP -------- -------- 0.14 0.12

168

THETA-EPS

KK1 KK2 KK3 LP1 LP2 LP3 -------- -------- -------- -------- -------- -------- KK1 0.44 KK2 - - 0.31 KK3 - - - - 0.25 LP1 - - - - 0.14 0.31 LP2 - - - - - - - - 0.28 LP3 - - - - - - - - - - 0.28 LP4 - - - - - - - - - - - - LP5 - - - - - - - - - - - - LP6 - - - - - - - - - - - - LP7 - - - - - - - - - - - - LP8 - - - - - - - - - - - - LP9 - - - - - - - - - - - -

THETA-EPS

LP4 LP5 LP6 LP7 LP8 LP9 -------- -------- -------- -------- -------- -------- LP4 0.32 LP5 - - 0.42 LP6 - - - - 0.42 LP7 - - - - - - 0.40 LP8 - - - - - - 0.16 0.59 LP9 - - - - 0.20 - - - - 0.63

THETA-DELTA-EPS

KK1 KK2 KK3 LP1 LP2 LP3 -------- -------- -------- -------- -------- -------- KP1 - - - - - - - - - - - - KP2 - - - - - - - - - - - - KP3 - - - - - - - - - - - - KP4 - - - - - - - - - - - - KP6 - - - - - - - - - - - - KP7 - - - - - - - - - - - - KP8 - - - - - - - - - - - - KP9 0.11 0.12 - - - - - - - - KP10 - - - - - - - - - - - - KP11 - - - - - - - - - - - - KP12 - - - - - - - - - - - - KP13 - - - - - - - - - - - - KP14 - - - - - - - - - - - - KP15 - - - - - - - - - - - - KP16 - - - - - - - - - - - - KP17 - - - - - - - - - - - - KP18 - - - - - - - - - - - - KP19 - - - - - - - - - - -0.08 KP20 - - - - - - - - - - - - KP21 - - 0.08 - - - - - - - - KP22 - - - - - - - - - - - -

169

THETA-DELTA-EPS

LP4 LP5 LP6 LP7 LP8 LP9 -------- -------- -------- -------- -------- -------- KP1 - - - - - - - - - - - - KP2 - - - - - - - - - - - - KP3 - - - - - - - - - - - - KP4 - - - - -0.06 - - -0.10 - - KP6 - - - - - - - - - - - - KP7 - - - - - - - - 0.10 - - KP8 - - - - - - - - - - - - KP9 - - - - - - - - 0.10 - - KP10 - - - - - - - - - - - - KP11 - - - - - - - - - - - - KP12 - - - - - - - - - - - - KP13 - - - - - - - - - - - - KP14 - - - - - - - - - - - - KP15 - - - - - - - - - - - - KP16 - - - - - - - - -0.12 - - KP17 - - - - 0.09 - - - - - - KP18 - - - - - - - - - - - - KP19 - - - - - - - - - - - - KP20 - - - - - - - - - - - - KP21 - - - - - - - - - - - - KP22 - - - - - - - - - - - -

THETA-DELTA

KP1 KP2 KP3 KP4 KP6 KP7 -------- -------- -------- -------- -------- -------- KP1 0.50 KP2 - - 0.45 KP3 0.19 - - 0.43 KP4 - - - - - - 0.44 KP6 - - - - - - 0.13 0.40 KP7 - - - - - - - - - - 0.41 KP8 - - - - - - - - 0.14 - - KP9 - - - - - - - - - - - - KP10 - - - - - - - - - - - - KP11 - - - - - - - - - - - - KP12 - - - - - - - - - - - - KP13 - - - - - - - - - - - - KP14 - - - - - - - - - - - - KP15 - - - - - - - - - - - - KP16 - - - - - - - - - - - - KP17 - - - - - - - - - - - - KP18 - - - - - - - - - - -0.15 KP19 - - - - - - - - - - - - KP20 - - - - - - - - - - - - KP21 - - - - - - - - - - - - KP22 - - - - - - - - - - - -

THETA-DELTA

KP8 KP9 KP10 KP11 KP12 KP13

170

-------- -------- -------- -------- -------- -------- KP8 0.46 KP9 - - 0.49 KP10 - - - - 0.53 KP11 - - - - 0.26 0.48 KP12 - - - - - - - - 0.34 KP13 - - - - 0.11 0.15 - - 0.39 KP14 - - - - - - - - - - 0.05 KP15 - - - - -0.09 - - - - - - KP16 - - - - - - - - - - - - KP17 - - - - - - - - - - - - KP18 - - - - - - - - - - - - KP19 -0.11 - - - - - - - - - - KP20 - - - - - - - - - - - - KP21 - - - - - - - - - - - - KP22 - - - - - - - - - - - -

THETA-DELTA

KP14 KP15 KP16 KP17 KP18 KP19 -------- -------- -------- -------- -------- -------- KP14 0.47 KP15 0.19 0.46 KP16 0.12 0.24 0.42 KP17 0.12 - - - - 0.46 KP18 - - - - - - - - 0.41 KP19 - - - - - - 0.13 - - 0.35 KP20 - - - - - - 0.10 - - 0.12 KP21 - - - - - - - - - - - - KP22 - - - - - - - - - - - -

THETA-DELTA

KP20 KP21 KP22 -------- -------- -------- KP20 0.36 KP21 - - 0.53 KP22 - - 0.26 0.43

Regression Matrix ETA on KSI (Standardized)

KP -------- KK 0.93 LP 0.91

Time used: 0.266 Seconds

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