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Lampiran 1.

Instrumen (Kuesioner) Penelitian


KUESIONER PENELITIAN
Penelitian tentang: Manajemen Pemasaran
PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN,
KUALITAS HUBUNGAN TERHADAP KEPUASAN DAN
LOYALITAS PELANGGAN
(Studi pada Pelanggan Speedy Telkom di Kabupaten Tabanan)

Kepada Yth,
Pelanggan Speedy
di Tabanan
Dengan Hormat,
Bersama ini saya
Nama
Pekerjaan
NIM

: I WAYAN SUDASTRA
: Mahasiswa Magister Manajemen konsentrasi Pemasaran
Universitas Udayana (UNUD)
: 06 90 661 028

Sedang mengadakan penelitian dengan judul Tesis Pengaruh kualitas


produk, kualitas pelayanan, kualitas hubungan terhadap kepuasan dan loyalitas
pelanggan. Untuk keperluan tersebut, saya mohon bantuan Bpk/Ibu atau
Saudara/i dengan hormat untuk memberikan penilaian melalui kuesioner ini
dengan sebenar-benarnya berdasarkan atas apa yang Bpk/ Ibu/ Sdr/ i lakukan
berkaitan dengan apa yang Bapak/ Ibu/ Sdr/I rasakan terhadap produk Speedy.
Semoga partisipasi yang Bpk/ Ibu/ Sdr/ i berikan dapat bermanfaat untuk
kepentingan ilmu pengetahuan serta dapat membantu upaya meningkatkan
kepuasan pelanggan. Atas kerjasama dan partisipasi yang diberikan, saya ucapkan
terima kasih.

Hormat saya,

I Wayan Sudastra
NIM. 06 90 661 028

149

Petunjuk pengisian :
Pada pertanyaan di bawah ini, Anda dimohon untuk mengisi pertanyaanpertanyaan tersebut dengan keadaan/ kondisi yang sebenarnya.
IDENTITAS RESPONDEN
1. Jenis Kelamin
: a. Pria
b. Wanita
2. Usia saat ini
: (Pilih salah satu dibawah ini)
a. < 20 thn
d. 41 thn - 50 thn
b. 20 thn - 30 thn
e. > 50 thn
c. 31 thn - 40 thn
3. Pendidikan terakhir
: (Pilih salah satu dibawah ini)
a. SD
d. Diploma
b. SMP
e. S1
c. SMU
f. S2/S3
4. Pekerjaan saat ini
: (Pilih salah satu dibawah ini)
a. PNS
d. TNI/ POLRI
b. Peg. Swasta
e. Lain-lain ..........................
c. Wiraswasta
5. Penghasilan per bulan
: (Pilih salah satu dibawah ini)
a. < Rp500 ribu
b. Rp 500 ribu - Rp 1 juta
c. Rp 1 juta - Rp 2 juta
d. Rp 2 juta - Rp 5 juta
e. > Rp 5 juta
6. Sudah berapa lama menggunakan speedy: (Pilih salah satu dibawah ini)
a. < 3 bulan
b. 3 6 bulan
c. 6 12 bulan
d. 1 2 tahun
e. > 2 tahun

150

Petunjuk Pengisian
Silahkan anda pilih jawaban yang menurut anda paling sesuai dengan kondisi
yang ada dengan jalan memberikan tanda () pada pilihan jawaban yang tersedia.
Keterangan :
SS = Sangat Setuju
TS= Tidak Setuju
ST = Setuju
STS = Sangat Tidak Setuju
RG = Ragu-ragu
KUALITAS PRODUK

INDIKATOR

SS
5

JAWABAN
ST
RG
TS
4
3
2

STS
1

SS
5

JAWABAN
ST
RG
TS
4
3
2

STS
1

1. Saya merasa menggunakan internet dengan


speedy jarang sekali mengalami hambatan
dalam penggunaannya
2. Saya merasa speedy mudah digunakan
3. Saya merasa speedy memiliki kelengkapan
4. Saya merasa kualitas jaringan speedy tidak
pernah bermasalah
5. Saya merasa memiliki kemudahan dalam
mengakses internet dengan speedy
6. Saya merasa produk speedy memiliki nilai
tambah
KUALITAS LAYANAN

INDIKATOR
7. Saya merasa pelayanan petugas dapat
menanggapi permintaan dan keluhan Anda
8. Saya merasa petugas menunjukkan perhatian
dan kesungguhan yang cukup besar dalam
memberikan layanan
9. Saya merasa petugas memberikan perhatian
yang sangat besar terhadap produk
10. Saya merasa petugas memberikan jaminan jika
produk bermasalah akan mendapatkan garansi
11. Saya merasa petugas melayani dengan sepenuh
hati

151

KUALITAS HUBUNGAN

INDIKATOR

SS
5

JAWABAN
ST
RG
TS
4
3
2

STS
1

SS
5

JAWABAN
ST
RG
TS
4
3
2

STS
1

SS
5

JAWABAN
ST
RG
TS
4
3
2

STS
1

12. Saya percaya akan hubungan baik saya dengan


PT Telkom sebagai produsen Speedy
13. Saya merasa PT Telkom memiliki komitmen
yang baik untuk tetap menjaga kualitas produk
Speedy
14. Saya memahami aturan dan formulasi pada
produk Speedy
15. Dalam hubungan dengan pelanggan, PT Telkom
mendukung dan mengelola dengan baik
teknologi informasi yang dimiliki
16. PT Telkom memiliki komunikasi yang baik
kepada pelanggan produk Speedy
KEPUASAN PELANGGAN

INDIKATOR
17. Saya merasa mendapatkan manfaat sesuai
dengan harapan pelanggan
18. Saya merasa produk Speedy memberikan
jaminan atas kualitas yang diberikan
19. Saya merasa hubungan yang baik dengan
produk yang saya gunakan
LOYALITAS PELANGGAN

INDIKATOR
20. Saya akan merekomendasikan kepada orang
lain
21. Saya akan menyatakan hal-hal positif mengenai
produk Speedy kepada teman-teman
22. Saya mengajak orang lain untuk menggunakan
produk Speedy
23. Saya menganggarkan biaya per bulan untuk
membeli ulang produk Speedy
24. Saya tidak memiliki keinginan untuk berpindah
ke produk lain yang sejenis
xx

152

Lampiran 2. Data Hasil Penelitian


No

X1.1

X1.2

X1.3

X1.4

X1.5

X1.6

X2.1

X2.2

X2.3

X2.4

X2.5

X3.1

X3.2

X3.3

X3.4

X3.5

Y1.1

Y1.2

Y1.3

Y2.1

Y2.2

Y2.3

Y2.4

Y2.5

10

11

12

13

14

15

16

17

18

19

20

21

153

No

X1.1

X1.2

X1.3

X1.4

X1.5

X1.6

X2.1

X2.2

X2.3

X2.4

X2.5

X3.1

X3.2

X3.3

X3.4

X3.5

Y1.1

Y1.2

Y1.3

Y2.1

Y2.2

Y2.3

Y2.4

Y2.5

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

37

38

39

40

41

42

43

154

No

X1.1

X1.2

X1.3

X1.4

X1.5

X1.6

X2.1

X2.2

X2.3

X2.4

X2.5

X3.1

X3.2

X3.3

X3.4

X3.5

Y1.1

Y1.2

Y1.3

Y2.1

Y2.2

Y2.3

Y2.4

Y2.5

44

45

46

47

48

49

50

51

52

53

54

55

56

57

58

59

60

61

62

63

64

65

66

155

No

X1.1

X1.2

X1.3

X1.4

X1.5

X1.6

X2.1

X2.2

X2.3

X2.4

X2.5

X3.1

X3.2

X3.3

X3.4

X3.5

Y1.1

Y1.2

Y1.3

Y2.1

Y2.2

Y2.3

Y2.4

Y2.5

67

68

69

70

71

72

73

74

75

76

77

78

79

80

81

82

83

84

85

86

87

88

89

156

No

X1.1

X1.2

X1.3

X1.4

X1.5

X1.6

X2.1

X2.2

X2.3

X2.4

X2.5

X3.1

X3.2

X3.3

X3.4

X3.5

Y1.1

Y1.2

Y1.3

Y2.1

Y2.2

Y2.3

Y2.4

Y2.5

90

91

92

93

94

95

96

97

98

99

100

101

102

103

104

105

106

107

108

109

110

111

112

157

No

X1.1

X1.2

X1.3

X1.4

X1.5

X1.6

X2.1

X2.2

X2.3

X2.4

X2.5

X3.1

X3.2

X3.3

X3.4

X3.5

Y1.1

Y1.2

Y1.3

Y2.1

Y2.2

Y2.3

Y2.4

Y2.5

113

114

115

116

117

118

119

120

158

Lampiran 3. Karakteristik Responden


Jenis Kelamin

Valid

Frequency
87
33
120

Pria
Wanita
Total

Percent
72.5
27.5
100.0

Valid Percent
72.5
27.5
100.0

Cumulative
Percent
72.5
100.0

Usia

Valid

< 20 thn
20-30 thn
31-40 thn
41-50 thn
>50 thn
Total

Frequency
5
36
45
29
5
120

Percent
4.2
30.0
37.5
24.2
4.2
100.0

Valid Percent
4.2
30.0
37.5
24.2
4.2
100.0

Cumulative
Percent
4.2
34.2
71.7
95.8
100.0

Pendidikan

Valid

SMA
D3
S1
S2/S3
Total

Frequency
30
23
56
11
120

Percent
25.0
19.2
46.7
9.2
100.0

Valid Percent
25.0
19.2
46.7
9.2
100.0

Cumulative
Percent
25.0
44.2
90.8
100.0

Pekerjaan

Valid

PNS
Peg. Swasta
Wiraswasta
TNI/POLRI
Pelajar/Mahasiswa
Total

Frequency
25
48
26
9
12
120

Percent
20.8
40.0
21.7
7.5
10.0
100.0

159

Valid Percent
20.8
40.0
21.7
7.5
10.0
100.0

Cumulative
Percent
20.8
60.8
82.5
90.0
100.0

Penghasilan

Valid

> 1 juta - 2 juta


>2 juta - 5juta
> 5 juta
Total

Frequency
104
12
4
120

Percent
86.7
10.0
3.3
100.0

Valid Percent
86.7
10.0
3.3
100.0

Cumulative
Percent
86.7
96.7
100.0

Lama Penggunaan

Valid

< 3 bulan
3-6 bulan
6 - 12 bulan
1 - 2 tahun
> 2 tahun
Total

Frequency
9
32
15
37
27
120

Percent
7.5
26.7
12.5
30.8
22.5
100.0

160

Valid Percent
7.5
26.7
12.5
30.8
22.5
100.0

Cumulative
Percent
7.5
34.2
46.7
77.5
100.0

Lampiran 4. Uji Validitas dan Reliabilitas Instrumen


A. Variabel Kualitas Produk (X1)
Correlations
X1.1

X1.2

X1.3

X1.4

X1.5

X1.6

X1

Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N

X1
.620**
.000
120
.571**
.000
120
.618**
.000
120
.616**
.000
120
.597**
.000
120
.812**
.000
120
1
120

**. Correlation is significant at the 0.01 level


(2-tailed).
Reliability Statistics
Cronbach's
Alpha
.704

N of Items
6

Item-Total Statistics

X1.1
X1.2
X1.3
X1.4
X1.5
X1.6

Scale Mean if
Item Deleted
17.86
18.16
17.86
17.98
17.84
17.35

Scale
Variance if
Item Deleted
13.366
14.235
14.257
14.277
13.361
11.692

Corrected
Item-Total
Correlation
.392
.359
.450
.448
.337
.680

161

Cronbach's
Alpha if Item
Deleted
.680
.687
.662
.663
.703
.579

B. Variabel Kualitas Layanan (X2)


Correlations
X2.1

X2.2

X2.3

X2.4

X2.5

X2

Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N

X2
.839**
.000
120
.637**
.000
120
.636**
.000
120
.644**
.000
120
.624**
.000
120
1
120

**. Correlation is significant at the 0.01 level


(2-tailed).
Reliability Statistics
Cronbach's
Alpha
.700

N of Items
5

Item-Total Statistics

X2.1
X2.2
X2.3
X2.4
X2.5

Scale Mean if
Item Deleted
14.08
14.24
14.06
14.23
14.37

Scale
Variance if
Item Deleted
9.179
10.907
10.913
10.646
10.822

Corrected
Item-Total
Correlation
.712
.411
.410
.403
.373

162

Cronbach's
Alpha if Item
Deleted
.540
.669
.669
.674
.687

C. Variabel Kualitas Hubungan (X3)


Correlations
X3.1

X3.2

X3.3

X3.4

X3.5

X3

Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N

X3
.821**
.000
120
.632**
.000
120
.630**
.000
120
.619**
.000
120
.631**
.000
120
1
120

**. Correlation is significant at the 0.01 level


(2-tailed).
Reliability Statistics
Cronbach's
Alpha
.692

N of Items
5

Item-Total Statistics

X3.1
X3.2
X3.3
X3.4
X3.5

Scale Mean if
Item Deleted
13.31
13.38
13.58
13.88
13.66

Scale
Variance if
Item Deleted
6.719
8.524
8.515
8.934
8.597

Corrected
Item-Total
Correlation
.646
.395
.389
.416
.401

163

Cronbach's
Alpha if Item
Deleted
.542
.664
.667
.656
.661

D. Variabel Kepuasan Pelanggan (Y1)


Correlations
Y1.1

Y1.2

Y1.3

Y1

Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N

Y1
.827**
.000
120
.788**
.000
120
.764**
.000
120
1
120

**. Correlation is significant at the 0.01 level


(2-tailed).
Reliability Statistics
Cronbach's
Alpha
.705

N of Items
3

Item-Total Statistics

Y1.1
Y1.2
Y1.3

Scale Mean if
Item Deleted
6.34
6.50
6.48

Scale
Variance if
Item Deleted
2.697
3.042
3.378

Corrected
Item-Total
Correlation
.551
.509
.517

164

Cronbach's
Alpha if Item
Deleted
.580
.630
.627

E. Variabel Loyalitas Pelanggan (Y2)


Correlations
Y2.1

Y2.2

Y2.3

Y2.4

Y2.5

Y2

Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
N

Y2
.847**
.000
120
.652**
.000
120
.652**
.000
120
.585**
.000
120
.651**
.000
120
1
120

**. Correlation is significant at the 0.01 level


(2-tailed).
Reliability Statistics
Cronbach's
Alpha
.696

N of Items
5

Item-Total Statistics

Y2.1
Y2.2
Y2.3
Y2.4
Y2.5

Scale Mean if
Item Deleted
12.59
12.66
12.68
12.90
12.91

Scale
Variance if
Item Deleted
4.865
5.454
5.599
5.973
5.983

Corrected
Item-Total
Correlation
.728
.383
.410
.330
.470

165

Cronbach's
Alpha if Item
Deleted
.528
.683
.666
.698
.645

Lampiran 5. Deskripsi Variabel Penelitian


A. Variabel Kualitas Produk (X1)
Descriptive Statistics
N
X1.1
X1.2
X1.3
X1.4
X1.5
X1.6
Valid N (listwise)

120
120
120
120
120
120
120

Minimum
1
1
2
2
1
1

Maximum
5
5
5
5
5
5

Mean
3.55
3.25
3.55
3.43
3.57
4.06

Std. Deviation
1.229
1.094
.951
.950
1.327
1.154

X1.1

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
11
15
18
49
27
120

Percent
9.2
12.5
15.0
40.8
22.5
100.0

Valid Percent
9.2
12.5
15.0
40.8
22.5
100.0

Percent
6.7
18.3
30.0
33.3
11.7
100.0

Valid Percent
6.7
18.3
30.0
33.3
11.7
100.0

Cumulative
Percent
9.2
21.7
36.7
77.5
100.0

X1.2

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
8
22
36
40
14
120

Cumulative
Percent
6.7
25.0
55.0
88.3
100.0

X1.3

Valid

Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
15
48
33
24
120

Percent
12.5
40.0
27.5
20.0
100.0

166

Valid Percent
12.5
40.0
27.5
20.0
100.0

Cumulative
Percent
12.5
52.5
80.0
100.0

X1.4

Valid

Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
22
41
40
17
120

Percent
18.3
34.2
33.3
14.2
100.0

Valid Percent
18.3
34.2
33.3
14.2
100.0

Cumulative
Percent
18.3
52.5
85.8
100.0

X1.5

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
13
13
25
31
38
120

Percent
10.8
10.8
20.8
25.8
31.7
100.0

Valid Percent
10.8
10.8
20.8
25.8
31.7
100.0

Percent
2.5
11.7
13.3
22.5
50.0
100.0

Valid Percent
2.5
11.7
13.3
22.5
50.0
100.0

Cumulative
Percent
10.8
21.7
42.5
68.3
100.0

X1.6

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
3
14
16
27
60
120

167

Cumulative
Percent
2.5
14.2
27.5
50.0
100.0

B. Variabel Kualitas Layanan (X2)


Descriptive Statistics
N
X2.1
X2.2
X2.3
X2.4
X2.5
Valid N (listwise)

120
120
120
120
120
120

Minimum
1
1
1
1
1

Maximum
5
5
5
5
5

Mean
3.67
3.50
3.68
3.52
3.38

Std. Deviation
1.118
1.130
1.130
1.202
1.210

X2.1

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
2
21
26
37
34
120

Percent
1.7
17.5
21.7
30.8
28.3
100.0

Valid Percent
1.7
17.5
21.7
30.8
28.3
100.0

Percent
3.3
15.0
35.8
20.0
25.8
100.0

Valid Percent
3.3
15.0
35.8
20.0
25.8
100.0

Percent
1.7
15.0
29.2
21.7
32.5
100.0

Valid Percent
1.7
15.0
29.2
21.7
32.5
100.0

Cumulative
Percent
1.7
19.2
40.8
71.7
100.0

X2.2

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
4
18
43
24
31
120

Cumulative
Percent
3.3
18.3
54.2
74.2
100.0

X2.3

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
2
18
35
26
39
120

168

Cumulative
Percent
1.7
16.7
45.8
67.5
100.0

X2.4

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
5
23
30
29
33
120

Percent
4.2
19.2
25.0
24.2
27.5
100.0

Valid Percent
4.2
19.2
25.0
24.2
27.5
100.0

Percent
5.8
20.8
25.8
25.0
22.5
100.0

Valid Percent
5.8
20.8
25.8
25.0
22.5
100.0

Cumulative
Percent
4.2
23.3
48.3
72.5
100.0

X2.5

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
7
25
31
30
27
120

169

Cumulative
Percent
5.8
26.7
52.5
77.5
100.0

C. Variabel Kualitas Hubungan (X3)


Descriptive Statistics
N
X3.1
X3.2
X3.3
X3.4
X3.5
Valid N (listwise)

120
120
120
120
120
120

Minimum
2
1
1
1
1

Maximum
5
5
5
5
5

Mean
3.64
3.57
3.38
3.08
3.29

Std. Deviation
1.165
1.035
1.046
.900
1.007

X3.1

Valid

Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
26
32
21
41
120

Percent
21.7
26.7
17.5
34.2
100.0

Valid Percent
21.7
26.7
17.5
34.2
100.0

Cumulative
Percent
21.7
48.3
65.8
100.0

X3.2

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
3
13
44
33
27
120

Percent
2.5
10.8
36.7
27.5
22.5
100.0

Valid Percent
2.5
10.8
36.7
27.5
22.5
100.0

Percent
2.5
15.8
42.5
20.0
19.2
100.0

Valid Percent
2.5
15.8
42.5
20.0
19.2
100.0

Cumulative
Percent
2.5
13.3
50.0
77.5
100.0

X3.3

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
3
19
51
24
23
120

170

Cumulative
Percent
2.5
18.3
60.8
80.8
100.0

X3.4

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
6
21
56
32
5
120

Percent
5.0
17.5
46.7
26.7
4.2
100.0

Valid Percent
5.0
17.5
46.7
26.7
4.2
100.0

Percent
3.3
15.0
45.8
20.8
15.0
100.0

Valid Percent
3.3
15.0
45.8
20.8
15.0
100.0

Cumulative
Percent
5.0
22.5
69.2
95.8
100.0

X3.5

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
4
18
55
25
18
120

171

Cumulative
Percent
3.3
18.3
64.2
85.0
100.0

D. Variabel Kepuasan Pelanggan (Y1)


Descriptive Statistics
N
Y1.1
Y1.2
Y1.3
Valid N (listwise)

120
120
120
120

Minimum
1
1
2

Maximum
5
5
5

Mean
3.32
3.16
3.18

Std. Deviation
1.115
1.037
.917

Y1.1

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
6
19
50
21
24
120

Percent
5.0
15.8
41.7
17.5
20.0
100.0

Valid Percent
5.0
15.8
41.7
17.5
20.0
100.0

Percent
3.3
22.5
43.3
16.7
14.2
100.0

Valid Percent
3.3
22.5
43.3
16.7
14.2
100.0

Cumulative
Percent
5.0
20.8
62.5
80.0
100.0

Y1.2

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
4
27
52
20
17
120

Cumulative
Percent
3.3
25.8
69.2
85.8
100.0

Y1.3

Valid

Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
31
46
33
10
120

Percent
25.8
38.3
27.5
8.3
100.0

172

Valid Percent
25.8
38.3
27.5
8.3
100.0

Cumulative
Percent
25.8
64.2
91.7
100.0

E. Variabel Loyalitas Pelanggan (Y2)


Descriptive Statistics
N
Y2.1
Y2.2
Y2.3
Y2.4
Y2.5
Valid N (listwise)

120
120
120
120
120
120

Minimum
2
1
1
1
2

Maximum
5
5
5
5
5

Mean
3.34
3.28
3.26
3.03
3.03

Std. Deviation
.804
.961
.884
.859
.704

Y2.1

Valid

Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
23
35
60
2
120

Percent
19.2
29.2
50.0
1.7
100.0

Valid Percent
19.2
29.2
50.0
1.7
100.0

Cumulative
Percent
19.2
48.3
98.3
100.0

Y2.2

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
2
29
31
50
8
120

Percent
1.7
24.2
25.8
41.7
6.7
100.0

Valid Percent
1.7
24.2
25.8
41.7
6.7
100.0

Percent
2.5
16.7
38.3
37.5
5.0
100.0

Valid Percent
2.5
16.7
38.3
37.5
5.0
100.0

Cumulative
Percent
1.7
25.8
51.7
93.3
100.0

Y2.3

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
3
20
46
45
6
120

173

Cumulative
Percent
2.5
19.2
57.5
95.0
100.0

Y2.4

Valid

Sangat Tidak Setuju


Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
1
36
44
36
3
120

Percent
.8
30.0
36.7
30.0
2.5
100.0

Valid Percent
.8
30.0
36.7
30.0
2.5
100.0

Cumulative
Percent
.8
30.8
67.5
97.5
100.0

Y2.5

Valid

Tidak Setuju
Ragu-Ragu
Setuju
Sangat Setuju
Total

Frequency
27
64
28
1
120

Percent
22.5
53.3
23.3
.8
100.0

174

Valid Percent
22.5
53.3
23.3
.8
100.0

Cumulative
Percent
22.5
75.8
99.2
100.0

Lampiran 6. Pengujian Asumsi dalam SEM


A. Normalitas

Assessment of normality (Group number 1)


Variable
Y1.3
X1.6
X1.5
X3.5
Y2.5
Y2.4
Y2.3
Y2.2
Y2.1
Y1.1
Y1.2
X3.1
X3.2
X3.3
X3.4
X2.1
X2.2
X2.3
X2.4
X2.5
X1.1
X1.2
X1.3
X1.4
Multivariate

min
2.000
1.000
1.000
1.000
2.000
1.000
1.000
1.000
2.000
1.000
1.000
2.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
1.000
2.000
2.000

max
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000

skew
.288
-.970
-.578
.085
.111
.096
-.307
-.230
-.498
.010
.270
-.105
-.202
.091
-.217
-.368
-.123
-.268
-.258
-.177
-.702
-.275
.121
.045

c.r.
1.288
-4.336
-2.584
.381
.496
.429
-1.373
-1.028
-2.226
.044
1.209
-.471
-.903
.405
-.970
-1.646
-.549
-1.198
-1.154
-.794
-3.141
-1.231
.540
.199

175

kurtosis
-.785
-.228
-.794
-.365
-.570
-.910
-.263
-.864
-.947
-.656
-.502
-1.464
-.576
-.673
-.008
-.957
-.878
-1.060
-1.029
-.999
-.493
-.619
-.947
-.913
-4.357

c.r.
-1.756
-.510
-1.776
-.815
-1.274
-1.035
-.589
-1.933
-1.118
-1.466
-1.122
-1.274
-1.288
-1.504
-.017
-1.141
-0.964
-1.371
-1.301
-1.234
-1.102
-1.385
-1.118
-1.042
-.676

B. Outlier

Observations farthest from the centroid (Mahalanobis distance) (Group


number 1)
Observation number
8
34
85
98
38
20
57
120
31
108
75
14
21
22
86
112
91
54
46
115
111
49
88
90
110
24
50
105
93
81
30
23
66
5
41
11
78

Mahalanobis d-squared
39.864
39.075
37.301
34.854
34.632
34.402
33.809
33.106
33.015
32.799
32.034
31.589
30.842
30.738
30.064
30.058
29.751
29.671
29.414
29.158
28.997
28.873
28.868
28.810
28.320
28.297
28.258
28.255
27.857
27.781
27.524
27.436
27.201
27.119
27.025
26.997
26.981
176

p1
.022
.027
.041
.071
.074
.078
.088
.102
.104
.108
.126
.138
.158
.161
.183
.183
.193
.196
.205
.214
.220
.225
.225
.227
.247
.248
.249
.249
.266
.269
.281
.285
.295
.299
.303
.305
.305

p2
.932
.835
.872
.973
.948
.912
.912
.931
.886
.850
.904
.912
.954
.933
.965
.941
.943
.920
.920
.920
.907
.887
.838
.793
.861
.813
.762
.691
.758
.716
.738
.700
.717
.678
.642
.578
.506

Observation number
39
35
42
69
79
67
64
55
72
18
101
119
82
45
26
97
118
9
92
2
114
116
109
19
1
44
62
40
106
74
27
94
59
96
37
77
6
117
107
52
83

Mahalanobis d-squared
26.945
26.906
26.647
26.395
26.127
26.082
25.913
25.853
25.798
25.697
25.604
25.384
25.304
25.278
25.204
25.061
24.896
24.895
24.862
24.709
24.421
24.289
24.180
24.023
23.783
23.596
23.533
23.511
23.486
23.355
23.262
23.187
22.947
22.915
22.763
22.747
22.659
22.197
22.089
21.728
21.724
177

p1
.307
.309
.321
.333
.347
.349
.358
.361
.364
.369
.374
.385
.389
.391
.395
.402
.411
.411
.413
.422
.438
.445
.451
.460
.474
.485
.489
.490
.491
.499
.504
.509
.523
.525
.534
.535
.540
.568
.574
.595
.596

p2
.443
.384
.421
.458
.505
.449
.452
.405
.358
.332
.305
.332
.300
.249
.219
.216
.221
.171
.137
.138
.180
.175
.164
.167
.200
.215
.187
.148
.116
.113
.101
.087
.108
.084
.086
.063
.055
.119
.110
.174
.131

Observation number
113
47
16
102
12
53
28
32
99
3
100
61
68
103
84
4
17
73
48
80
87

Mahalanobis d-squared
21.696
21.485
21.340
21.327
21.197
21.078
20.965
20.783
20.741
20.572
20.422
20.214
19.912
19.396
18.738
18.713
18.649
18.621
18.304
18.224
18.157

178

p1
.597
.610
.619
.619
.627
.634
.641
.651
.654
.664
.673
.685
.702
.731
.766
.767
.770
.772
.788
.792
.795

p2
.102
.119
.119
.088
.084
.079
.072
.079
.060
.063
.063
.072
.103
.217
.456
.384
.334
.270
.339
.295
.248

C. Liniaritas
Model Summary and Parameter Estimates
Dependent Variable: Y1
Equation
Linear

R Square
.043

Model Summary
F
df1
5.363
1

df2
118

Sig.
.022

Parameter Estimates
Constant
b1
7.118
.119

The independent variable is X1.

Model Summary and Parameter Estimates


Dependent Variable: Y1
Equation
Linear

R Square
.073

Model Summary
F
df1
9.352
1

df2
118

Sig.
.003

Parameter Estimates
Constant
b1
6.653
.169

The independent variable is X2.

Model Summary and Parameter Estimates


Dependent Variable: Y1
Equation
Linear

R Square
.051

Model Summary
F
df1
6.277
1

df2
118

Sig.
.014

Parameter Estimates
Constant
b1
6.972
.158

The independent variable is X3.

Model Summary and Parameter Estimates


Dependent Variable: Y2
Equation
Linear

R Square
.154

Model Summary
F
df1
21.512
1

df2
118

Sig.
.000

Parameter Estimates
Constant
b1
10.356
.261

The independent variable is X1.

Model Summary and Parameter Estimates


Dependent Variable: Y2
Equation
Linear

R Square
.034

Model Summary
F
df1
4.192
1

The independent variable is X2.

179

df2
118

Sig.
.043

Parameter Estimates
Constant
b1
13.539
.135

Model Summary and Parameter Estimates


Dependent Variable: Y2
Equation
Linear

R Square
.038

Model Summary
F
df1
4.624
1

df2
118

Sig.
.034

Parameter Estimates
Constant
b1
13.227
.160

The independent variable is X3.

Model Summary and Parameter Estimates


Dependent Variable: Y2
Equation
Linear

R Square
.204

Model Summary
F
df1
30.235
1

The independent variable is Y1.

180

df2
118

Sig.
.000

Parameter Estimates
Constant
b1
10.848
.526

Lampiran 7. Pengujian Model SEM


1.10
1

d1.921
d2.681
d3.641

d41.37
1
d5.421
d6

X1.1
1.24
1.02
X1.2
.26
.92
1.00
X1.3
Produk
1.21
X1.4
1.88
X1.5
X1.6

.43

.171
d7 .951
d8 .921
d9 1.07
1
d101.14
1
d11

.44

.651
e1 .55 Y1.1
1
e2.52
1 Y1.2
e3

X2.1
1.87
.31
X2.21.07 1.01
1.08
X2.3
Layanan
1.00
X2.4
X2.5

.45
1.00
.95
.74

Y1.3

u1

Kepuasan

.35

.40

.13
.50
.29

.261
d12.811
d13.871
d14.621
d15.781
d16

X3.1
2.44
.18
X3.21.08 1.17
1.00
X3.3
Hubungan
1.11
X3.4
X3.5

GOODNESS OF FIT
RMSEA=.020
GFI=.854
AGFI=.821
CFI=.979
TLI=.977
Khi kuadrat=256.544
Khi Kuadrat/DF=1.047
p_value=.293

181

Y2.1
1.00
.68
Y2.2
.66
.52 Y2.3
Loyalitas
.61
1
.28
Y2.4
Y2.5
u2

1
1
1
1
1

.14
e4 .68
e5 .56
e6 .60
e7 .30
e8

Analysis Summary
Notes for Group (Group number 1)
The model is recursive.
Sample size = 120

Parameter summary (Group number 1)


Fixed
Labeled
Unlabeled
Total

Weights
31
0
26
57

Covariances Variances
0
0
0
0
0
29
0
29

Means
0
0
0
0

Notes for Model (Default model)


Computation of degrees of freedom (Default model)
Number of distinct sample moments:
Number of distinct parameters to be estimated:
Degrees of freedom (300 - 55):

Result (Default model)


Minimum was achieved
Chi-square = 256.544
Degrees of freedom = 245
Probability level = .293

182

300
55
245

Intercepts
0
0
0
0

Total
31
0
55
86

Estimates (Group number 1 - Default model)


Scalar Estimates (Group number 1 - Default model)
Maximum Likelihood Estimates
Regression Weights: (Group number 1 - Default model)
Kepuasan <--- Produk
Kepuasan <--- Layanan
Kepuasan <--- Hubungan
Loyalitas <--- Kepuasan
Loyalitas <--- Produk
Loyalitas <--- Hubungan
Loyalitas <--- Layanan
X1.4
<--- Produk
X1.3
<--- Produk
X1.2
<--- Produk
X1.1
<--- Produk
X2.5
<--- Layanan
X2.4
<--- Layanan
X2.3
<--- Layanan
X2.2
<--- Layanan
X2.1
<--- Layanan
X3.4
<--- Hubungan
X3.3
<--- Hubungan
X3.2
<--- Hubungan
X3.1
<--- Hubungan
Y2.1
<--- Loyalitas
Y2.2
<--- Loyalitas
Y2.3
<--- Loyalitas
Y2.4
<--- Loyalitas
Y2.5
<--- Loyalitas
X3.5
<--- Hubungan
Y1.1
<--- Kepuasan
Y1.2
<--- Kepuasan
X1.6
<--- Produk
X1.5
<--- Produk
Y1.3
<--- Kepuasan

Estimate
.431
.349
.501
.395
.439
.286
.132
1.000
.925
1.018
1.240
1.000
1.082
1.065
1.009
1.866
1.000
1.080
1.167
2.436
1.000
.680
.655
.518
.606
1.107
.949
1.000
1.213
1.881
.736

S.E.
.190
.166
.222
.124
.161
.172
.125

C.R.
2.264
2.102
2.250
3.196
2.728
1.656
1.055

P
.024
.036
.024
.001
.006
.098
.292

.229
.260
.299

4.035
3.912
4.140

***
***
***

.275
.264
.258
.411

3.934
4.039
3.914
4.536

***
***
***
***

.297
.303
.546

3.643
3.855
4.462

***
***
***

.129
.119
.117
.094
.292
.177

5.259
5.518
4.449
6.450
3.793
5.363

***
***
***
***
***
***

.314
.368
.146

3.863
5.115
5.046

***
***
***

183

Label

Standardized Regression Weights: (Group number 1 - Default model)


Kepuasan <--Kepuasan <--Kepuasan <--Loyalitas <--Loyalitas <--Loyalitas <--Loyalitas <--X1.4
<--X1.3
<--X1.2
<--X1.1
<--X2.5
<--X2.4
<--X2.3
<--X2.2
<--X2.1
<--X3.4
<--X3.3
<--X3.2
<--X3.1
<--Y2.1
<--Y2.2
<--Y2.3
<--Y2.4
<--Y2.5
<--X3.5
<--Y1.1
<--Y1.2
<--X1.6
<--X1.5
<--Y1.3
<---

Produk
Layanan
Hubungan
Kepuasan
Produk
Hubungan
Layanan
Produk
Produk
Produk
Produk
Layanan
Layanan
Layanan
Layanan
Layanan
Hubungan
Hubungan
Hubungan
Hubungan
Loyalitas
Loyalitas
Loyalitas
Loyalitas
Loyalitas
Hubungan
Kepuasan
Kepuasan
Produk
Produk
Kepuasan

Estimate
.286
.254
.282
.423
.312
.172
.102
.534
.493
.472
.512
.459
.500
.524
.496
.928
.478
.444
.485
.899
.888
.506
.529
.431
.615
.472
.699
.685
.464
.827
.613

184

Variances: (Group number 1 - Default model)


Produk
Layanan
Hubungan
u1
u2
d4
d3
d2
d1
d11
d10
d9
d8
d7
d15
d14
d13
d12
e2
e1
e4
e5
e6
e7
e8
d16
d5
d6
e3

Estimate
.256
.306
.183
.448
.276
.640
.679
.923
1.105
1.145
1.074
.919
.955
.172
.619
.871
.813
.259
.546
.654
.135
.682
.558
.596
.305
.782
1.370
.418
.519

S.E.
.091
.126
.074
.134
.067
.093
.096
.129
.158
.156
.149
.129
.132
.134
.087
.120
.114
.157
.108
.124
.051
.094
.078
.081
.045
.109
.191
.121
.086

C.R.
2.799
2.441
2.483
3.336
4.094
6.891
7.061
7.135
6.988
7.326
7.194
7.099
7.210
1.279
7.146
7.263
7.119
1.646
5.067
5.257
2.677
7.221
7.148
7.397
6.773
7.167
7.162
3.462
6.063

185

P
.005
.015
.013
***
***
***
***
***
***
***
***
***
***
.201
***
***
***
.100
***
***
.007
***
***
***
***
***
***
***
***

Label

Squared Multiple Correlations: (Group number 1 - Default model)


Kepuasan
Loyalitas
Y1.3
X1.6
X1.5
X3.5
Y2.5
Y2.4
Y2.3
Y2.2
Y2.1
Y1.1
Y1.2
X3.1
X3.2
X3.3
X3.4
X2.1
X2.2
X2.3
X2.4
X2.5
X1.1
X1.2
X1.3
X1.4

Estimate
.226
.454
.376
.684
.215
.223
.379
.186
.280
.256
.789
.469
.488
.808
.235
.197
.228
.861
.246
.275
.250
.211
.262
.223
.243
.285

186

Matrices (Group number 1 - Default model)


Standardized Total Effects (Group number 1 - Default model)
Kepuasan
Loyalitas
Y1.3
X1.6
X1.5
X3.5
Y2.5
Y2.4
Y2.3
Y2.2
Y2.1
Y1.1
Y1.2
X3.1
X3.2
X3.3
X3.4
X2.1
X2.2
X2.3
X2.4
X2.5
X1.1
X1.2
X1.3
X1.4

Hubungan
.282
.291
.173
.000
.000
.472
.179
.125
.154
.147
.258
.193
.197
.899
.485
.444
.478
.000
.000
.000
.000
.000
.000
.000
.000
.000

Layanan Produk
.254
.286
.210
.433
.156
.176
.000
.827
.000
.464
.000
.000
.129
.266
.090
.186
.111
.229
.106
.219
.186
.384
.174
.196
.177
.200
.000
.000
.000
.000
.000
.000
.000
.000
.928
.000
.496
.000
.524
.000
.500
.000
.459
.000
.000
.512
.000
.472
.000
.493
.000
.534

187

Kepuasan
.000
.423
.613
.000
.000
.000
.260
.182
.224
.214
.375
.685
.699
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

Loyalitas
.000
.000
.000
.000
.000
.000
.615
.431
.529
.506
.888
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

Standardized Direct Effects (Group number 1 - Default model)


Kepuasan
Loyalitas
Y1.3
X1.6
X1.5
X3.5
Y2.5
Y2.4
Y2.3
Y2.2
Y2.1
Y1.1
Y1.2
X3.1
X3.2
X3.3
X3.4
X2.1
X2.2
X2.3
X2.4
X2.5
X1.1
X1.2
X1.3
X1.4

Hubungan
.282
.172
.000
.000
.000
.472
.000
.000
.000
.000
.000
.000
.000
.899
.485
.444
.478
.000
.000
.000
.000
.000
.000
.000
.000
.000

Layanan Produk
.254
.286
.102
.312
.000
.000
.000
.827
.000
.464
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.928
.000
.496
.000
.524
.000
.500
.000
.459
.000
.000
.512
.000
.472
.000
.493
.000
.534

188

Kepuasan
.000
.423
.613
.000
.000
.000
.000
.000
.000
.000
.000
.685
.699
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

Loyalitas
.000
.000
.000
.000
.000
.000
.615
.431
.529
.506
.888
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

Standardized Indirect Effects (Group number 1 - Default model)

Kepuasan
Loyalitas
Y1.3
X1.6
X1.5
X3.5
Y2.5
Y2.4
Y2.3
Y2.2
Y2.1
Y1.1
Y1.2
X3.1
X3.2
X3.3
X3.4
X2.1
X2.2
X2.3
X2.4
X2.5
X1.1
X1.2
X1.3
X1.4

Hubungan
.000
.119
.173
.000
.000
.000
.179
.125
.154
.147
.258
.193
.197
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

Layanan Produk
.000
.000
.107
.121
.156
.176
.000
.000
.000
.000
.000
.000
.129
.266
.090
.186
.111
.229
.106
.219
.186
.384
.174
.196
.177
.200
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

189

Kepuasan
.000
.000
.000
.000
.000
.000
.260
.182
.224
.214
.375
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

Loyalitas
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

Model Fit Summary


CMIN
Model
Default model
Saturated model
Independence model

NPAR
55
300
24

CMIN DF
256.544 245
.000
0
832.749 276

P
.293

CMIN/DF
1.047

.000

3.017

RMR, GFI
Model
Default model
Saturated model
Independence model

RMR
.076
.000
.192

GFI AGFI
.854 .821
1.000
.551 .512

PGFI
.697
.507

Baseline Comparisons
Model
Default model
Saturated model
Independence model

NFI
Delta1
.692
1.000
.000

RFI
IFI
rho1 Delta2
.653
.980
1.000
.000
.000

TLI
rho2
.977
.000

Parsimony-Adjusted Measures
Model
Default model
Saturated model
Independence model

PRATIO
.888
.000
1.000

PNFI PCFI
.614 .869
.000 .000
.000 .000

NCP
Model
Default model
Saturated model
Independence model

NCP
11.544
.000
556.749

LO 90
HI 90
.000 53.885
.000
.000
473.811 647.304

FMIN
Model
Default model
Saturated model
Independence model

FMIN
2.156
.000
6.998

F0 LO 90
.097 .000
.000 .000
4.679 3.982

190

HI 90
.453
.000
5.440

CFI
.979
1.000
.000

RMSEA
Model
Default model
Independence model

RMSEA
.020
.130

LO 90 HI 90
.000 .043
.120 .140

PCLOSE
.990
.000

AIC
366.544
600.000
880.749

BCC
BIC
395.799 519.856
759.574 1436.248
893.515 947.649

AIC
Model
Default model
Saturated model
Independence model

CAIC
574.856
1736.248
971.649

ECVI
Model
Default model
Saturated model
Independence model

ECVI
3.080
5.042
7.401

LO 90
2.983
5.042
6.704

HI 90
3.436
5.042
8.162

MECVI
3.326
6.383
7.509

HOELTER
Model
Default model
Independence model

HOELTER
.05
132
46

HOELTER
.01
139
48

191

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