CHAPTER IV ANALYSIS
A. General Description of Research Object 1.
Location and Time of Research
This research is held in PT. Bank Negara Indonesia persero, Tbk. Kantor Besar, Sudirman, Jakarta. Research data is found through distributing
questionnaires and collecting the information directly. The distribution of questionnaires started on October 2008.
2. Characteristics of Respondent
The questionnaires has been distributed to 50 respondents of customers at PT. Bank Negara Indonesia persero, Tbk. It is a representative sample that
is needed to give a correct picture of the whole population.
B. Analysis and discussion
1. Valid and Reliability Test
Before the questioner was spread to the 50 respondents, the researcher tried out or survey to 10 respondents with 31 questions to test the validity also
reliability from the entire questionnaire. The standardization of questions was tried out with 10 respondents.
The questioner divided three main variables which are services quality
variable, customer satisfaction variable and customer loyalty. The service quality variable divided to be 7 sub variables, which are: Professional and
Skills, Reputation and Credibility, Attitudes and Behavior, Accessibility and Flexibility, Reliability and Trustworthiness, Services Recovery, and Service
Capability, that have 24 indicator and sub indicator. In Satisfaction variable there is one sub variable, which is Evaluation
that have indicator or sub indicator. And for customer loyalty variable have 3 sub indicators.
Table 4.1 The Result of Analysis of Influence between Service Quality and Customer
Satisfaction towards Customer Loyalty in PT. BNI 46 No. of
Instrument Item
Correlation Cronbach’s
Alpha Information
Question_1 Question_2
Question_3 Question_4
Question_5 Question_6
Question_7 Question_8
Question_9
Question_10 Question_11
Question_12 Question_13
Question_14 Question_15
Question_16 Question_17
Question_18 Question_19
Question_20 Question_21
Question_22 Question_23
Question_24 Question_25
Question_26 Question_27
Question_28 0.368
0.577 0.542
0.799 0.378
0.342 0.255
0.722 0.418
0.299 0.172
0.210 0.767
0.113 0.865
0.298 0.922
0.421 0.313
0.102 0.799
0.391 0.791
0.400 0.903
0.758 0.714
0.821 0.938
0.936 0.936
0.933 0.938
0.938 0.939
0.934 0.937
0.939 0.939
0.939 0.934
0.939 0.934
0.938 0.931
0.937 0.938
0.941 0.933
0.937 0.933
0.938 0.933
0.933 0.934
0.933 Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid Valid
Valid
Question_29 Question_30
Question_31 0.620
0.797 0.794
0.935 0.933
0.933 Valid
Valid Valid
Source: Primary Data Try Out According the try out result from the data from 31 of question that
give to 10 respondents, there is no negative correlation of value, so when did spreading to 50 of respondents, the 31 of question could be used again
as the standardization of research questioner.
C. The Questioner Result of Service Quality
Kategori