Lampiran 3 Hasil Uji Validitas dan Realibilitas
a. Uji Validitas I
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item- Total
Correlation Cronbachs
Alpha if Item Deleted
VAR00001 82.9000
51.266 .243
.884 VAR00002
82.7667 49.289
.594 .871
VAR00003 82.9000
53.266 .078
.889 VAR00004
83.0000 50.207
.434 .876
VAR00005 82.8000
49.338 .600
.871 VAR00006
82.6000 49.559
.599 .872
VAR00007 83.1000
48.369 .607
.871 VAR00008
82.9000 50.852
.401 .877
VAR00009 82.7667
47.771 .784
.866 VAR00010
83.2000 50.372
.602 .873
VAR00011 82.8667
49.982 .445
.876 VAR00012
83.0667 47.995
.744 .867
VAR00013 83.6000
50.317 .406
.877 VAR00014
83.1333 49.016
.515 .874
VAR00015 83.0000
50.345 .523
.874 VAR00016
83.0333 51.206
.434 .876
VAR00017 82.9000
50.645 .426
.876 VAR00018
82.9333 51.789
.202 .885
VAR00019 82.8333
48.902 .551
.872 VAR00020
82.6000 49.559
.599 .872
VAR00021 83.1000
48.369 .607
.871
Reliability Statistics
Cronbachs Alpha
N of Items .880
21
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b. Uji Validitas II
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item- Total
Correlation Cronbachs
Alpha if Item Deleted
VAR00002 70.2000
42.166 .639
.895 VAR00004
70.4333 44.461
.302 .906
VAR00005 70.2333
42.323 .631
.896 VAR00006
70.0333 42.516
.633 .896
VAR00007 70.5333
41.154 .665
.894 VAR00008
70.3333 44.092
.383 .903
VAR00009 70.2000
40.993 .799
.891 VAR00010
70.6333 43.757
.563 .898
VAR00011 70.3000
43.321 .424
.902 VAR00012
70.5000 41.224
.755 .892
VAR00013 71.0333
43.068 .451
.901 VAR00014
70.5667 41.771
.569 .898
VAR00015 70.4333
43.151 .572
.898 VAR00016
70.4667 44.533
.398 .902
VAR00017 70.3333
44.023 .392
.903 VAR00019
70.2667 41.857
.585 .897
VAR00020 70.0333
42.516 .633
.896 VAR00021
70.5333 41.154
.665 .894
Reliability Statistics
Cronbachs Alpha
N of Items .903
18
c. Uji Validitas III
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item- Total
Correlation Cronbachs
Alpha if Item Deleted
VAR00002 66.1000
39.128 .654
.898 VAR00005
66.1333 39.292
.644 .898
VAR00006 65.9333
39.513 .642
.898 VAR00007
66.4333 38.185
.675 .897
VAR00008 66.2333
41.220 .366
.907
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VAR00009 66.1000
38.231 .782
.894 VAR00010
66.5333 40.809
.557 .901
VAR00011 66.2000
40.441 .412
.906 VAR00012
66.4000 38.386
.748 .895
VAR00013 66.9333
39.995 .464
.904 VAR00014
66.4667 38.740
.582 .900
VAR00015 66.3333
40.092 .587
.900 VAR00016
66.3667 41.689
.372 .906
VAR00017 66.2333
41.220 .366
.907 VAR00019
66.1667 38.833
.598 .900
VAR00020 65.9333
39.513 .642
.898 VAR00021
66.4333 38.185
.675 .897
Reliability Statistics
Cronbachs Alpha
N of Items .906
17
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Lampiran 4 Distribusi Jawaban Deskriptif Variabel
Kualitas Pelayanan Purna Jual
VAR00001
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
10 7.2
7.2 7.2
4.00 69
49.6 49.6
56.8 5.00
60 43.2
43.2 100.0
Total 139
100.0 100.0
VAR00002
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
4 2.9
2.9 2.9
4.00 67
48.2 48.2
51.1 5.00
68 48.9
48.9 100.0
Total 139
100.0 100.0
VAR00003
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
9 6.5
6.5 6.5
4.00 73
52.5 52.5
59.0 5.00
57 41.0
41.0 100.0
Total 139
100.0 100.0
VAR00004
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
10 7.2
7.2 7.2
4.00 78
56.1 56.1
63.3 5.00
51 36.7
36.7 100.0
Total 139
100.0 100.0
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Citra Merek
VAR00005
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
8 5.8
5.8 5.8
4.00 86
61.9 61.9
67.6 5.00
45 32.4
32.4 100.0
Total 139
100.0 100.0
VAR00006
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
7 5.0
5.0 5.0
4.00 94
67.6 67.6
72.7 5.00
38 27.3
27.3 100.0
Total 139
100.0 100.0
VAR00007
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
12 8.6
8.6 8.6
4.00 87
62.6 62.6
71.2 5.00
40 28.8
28.8 100.0
Total 139
100.0 100.0
VAR00008
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
13 9.4
9.4 9.4
4.00 87
62.6 62.6
71.9 5.00
39 28.1
28.1 100.0
Total 139
100.0 100.0
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VAR00009
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
10 7.2
7.2 7.2
4.00 84
60.4 60.4
67.6 5.00
45 32.4
32.4 100.0
Total 139
100.0 100.0
VAR00010
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2.00
1 .7
.7 .7
3.00 49
35.3 35.3
36.0 4.00
73 52.5
52.5 88.5
5.00 16
11.5 11.5
100.0 Total
139 100.0
100.0
VAR00011
Frequency Percent
Valid Percent Cumulative
Percent
Valid 2.00
1 .7
.7 .7
3.00 24
17.3 17.3
18.0 4.00
71 51.1
51.1 69.1
5.00 43
30.9 30.9
100.0 Total
139 100.0
100.0
VAR00012
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
15 10.8
10.8 10.8
4.00 84
60.4 60.4
71.2 5.00
40 28.8
28.8 100.0
Total 139
100.0 100.0
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Loyalitas Konsumen
VAR00013
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
9 6.5
6.5 6.5
4.00 95
68.3 68.3
74.8 5.00
35 25.2
25.2 100.0
Total 139
100.0 100.0
VAR00014
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
5 3.6
3.6 3.6
4.00 97
69.8 69.8
73.4 5.00
37 26.6
26.6 100.0
Total 139
100.0 100.0
VAR00015
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
8 5.8
5.8 5.8
4.00 87
62.6 62.6
68.3 5.00
44 31.7
31.7 100.0
Total 139
100.0 100.0
VAR00016
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
9 6.5
6.5 6.5
4.00 82
59.0 59.0
65.5 5.00
48 34.5
34.5 100.0
Total 139
100.0 100.0
Universitas Sumatera Utara
VAR00017
Frequency Percent
Valid Percent Cumulative
Percent
Valid 3.00
15 10.8
10.8 10.8
4.00 91
65.5 65.5
76.3 5.00
33 23.7
23.7 100.0
Total 139
100.0 100.0
Universitas Sumatera Utara
Lampiran 5 Distribusi Jawaban Deskriptif Responden
Jenis Kelamin
Frequency Percent
Valid Percent Cumulative
Percent Valid
Laki – Laki
92 66.2
66.2 66.2
Perempuan 47
33.8 33.8
100.0 Total
139 100.0
100.0
Umur
Frequency Percent
Valid Percent Cumulative
Percent
Valid 20-30 tahun
58 41.8
41.8 41.8
31-40 tahun 48
34.5 34.5
76.3 41-50 tahun
32 23
23 99.3
51-60tahun 1
0.7 0.7
100.0 Total
139 100.0
100.0
Tipe
Frequency Percent
Valid Percent Cumulative
Percent
Valid Agya
3 2.1
2.1 2.1
Alphard 4
2.9 2.9
5.0 Altis
8 5.8
5.8 10.8
Avanza 46
33.1 33.1
43.9 Camry
7 5.0
5.0 48.9
Etios 4
2.9 2.9
51.8 Fortuner
13 9.3
9.3 61.1
Hilux 4
2.9 2.9
64.0 Kijang
Innova 35
25.1 25.1
89.1 Yaris
15 10.9
10.9 100.0
Total 139
100.0 100.0
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Lama Penggunaan
Frequency Percent
Valid Percent Cumulative
Percent Valid
2 tahun 35
25.2 25.2
25.2 2 tahun
104 74.8
74.8 100.0
Total 139
100.0 100.0
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Lampiran 6 Uji Asumsi Klasik
Histogram
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P-Plot
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Kolmogrov-Smirnov
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N 139
Normal Parameters
a,b
Mean 0E-7
Std. Deviation 2.09388769
Most Extreme Differences Absolute
.060 Positive
.047 Negative
-.060 Kolmogorov-Smirnov Z
.713 Asymp. Sig. 2-tailed
.690 a. Test distribution is Normal.
b. Calculated from data.
Scatterplot
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Multikoliniearitas
Coefficients
a
Model Unstandardized
Coefficients Standardized
Coefficients t
Sig. Collinearity Statistics
B Std. Error
Beta Tolerance
VIF 1
Constant 22.529
2.298 9.804
.000 KualitasPelayananPurna
Jual .610
.131 .369
4.649 .000
1.000 1.000
a. Dependent Variable: CitraMerek
Coefficients
a
Model Unstandardized Coefficients Standardized
Coefficients t
Sig. Collinearity Statistics
B Std. Error
Beta Tolerance
VIF 1
Constant 13.975
1.548 9.031
.000 KualitasPelayananPurnaJ
ual .407
.088 .366
4.609 .000
1.000 1.000
a. Dependent Variable: LoyalitasKonsumen
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Lampiran 7 Pengujian Hipotesis
Analisis Linier Sederhana
Coefficients
a
Model Unstandardized
Coefficients Standardized
Coefficients t
Sig. Collinearity
Statistics B
Std. Error Beta
Tolerance VIF
1 Constant
13.975 1.548
9.031 .000
KualitasPelayananPurn aJual
.407 .088
.366 4.609
.000 1.000
1.000 a. Dependent Variable: LoyalitasKonsumen
Koefisien Determinan R
2
Model Summary
b
Model R
R Square Adjusted R
Square Std. Error of the
Estimate 1
.369
a
.136 .130
2.10152 a. Predictors: Constant, KualitasPelayananPurnaJual
b. Dependent Variable: CitraMerek Model Summaryb
Model R
R Square Adjusted R
Square Std. Error of the
Estimate 1
.366
a
.134 .128
1.41529 a. Predictors: Constant, KualitasPelayananPurnaJual
b. Dependent Variable: LoyalitasKonsumen
Coefficients
a
Model Unstandardized
Coefficients Standardized
Coefficients t
Sig. Collinearity Statistics
B Std. Error
Beta Tolerance
VIF 1
Constant 22.529
2.298 9.804
.000 KualitasPelayananPurn
aJual .610
.131 .369
4.649 .000
1.000 1.000
a. Dependent Variable: CitraMerek
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DAFTAR PUSTAKA
Buku : Ferrinadewi, Erna. 2008. Merek dan Psikologi Konsumen. Penerbit Graha Ilmu, Yogyakarta.
Foster, Bob. 2008. Manajemen Ritel. CV. Alfabeta : Bandung Griffin, Jil. 2005.
Customer Loyalty “Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan”. Erlangga: Jakarta.
Kotler, Keller. 2008. Manajemen Pemasaran. Jilid 1. Edisi 13. Erlangga: Jakarta. Kotler, Keller. 2008. Manajemen Pemasaran. Jilid 2. Edisi 13. Erlangga: Jakarta.
Kotler, Philip dan Armstrong, 2008. Prinsip – Prinsip Pemasaran. Edisi 12. Erlangga:
Jakarta. Kotler, Philip. 2005. Manajemen Pemasaran Jilid 1 dan 2. PT Indeks : Jakarta
Kuncoro, Mudrajat, 2009. Metode Riset Untuk Bisnis Dan Ekonomi . Edisi 3. Erlangga: Jakarta.
Lupiyoadi, Rambat. 2001. Manajemen Pemasaran Jasa. Jilid 1. Salemba Empat. Jakarta. Lupiyoadi, Rambat. 2008. Manajemen Pemasaran Jasa. Edisi ke-2. Salemba Empat. Jakarta.
Ratminto. Winarsih, AS. 2005. Manajemen Pelayanan, Pengembangan Model Konseptual, Penerapan Citizen’s Character, dan Standar Pelayanan Minimal. Pustaka Belajar,
Yogyakarta
Sekaran, Umar. 2003. Research Methods for Business. Edisi ke-4. Salemba Empat. Jakarta Situmorang, Helmi dan Lufti. 2012. Analisis Data untuk Riset Manajemen dan Bisnis. Edisi
2. Usu Press : Medan. Sugiyono. 2012. Metode Penelitian Bisnis. Cetakan 16. Alfabeta: Bandung.
Temporal, Paul, KC Lee. 2002. Hi-tech Hi-Touch Branding, Salemba Empat, Jakarta. Tjiptono, Fandy 2005. Strategi Pemasaran. Edisi Pertama. Bayumedia. Malang.
Tjiptono, Fandy 2005. Brand Management and Strategy. Penerbit Andi. Yogyakarta. Tjiptono, Fandy 2005. Pemasaran Jasa. Edisi Pertama. Penerbit Andi. Yogyakarta.
Tjiptono, Fandy 2008. Service Management. Edisi Pertama. Penerbit Andi. Yogyakarta. Tjiptono, Fandy. 2011. Manajemen dan Strategi Merek. Edisi Pertama. Penerbit Andi.
Yogyakarta. Supramono dan Haryanto. 2003. Desain Proposal Penelitian Studi Pemasaran. Penerbit
Andi. Yogyakarta.
Universitas Sumatera Utara
Skripsi : Karim, Azizah. 2008 : Pengaruh Pelayanan Purna Jual Terhadap Tingkat Kepuasan
Konsumen Dalam Membeli Yamaha Mio pada P.T.Thamrin Brothers Cabang Lemabang di Palembang
Fajariah, Nuraidya. 2010 : Pengaruh Pelayanan Purna Jual Terhadap Kepuasan Konsumen Produk Sepeda Motor Merek Suzuki studi pada PT. HERO SAKTI MOTOR Malang
Fakultas Ekonomi Universitas Negeri Malang Yusup, Muhammad. 2011 : Analisis Pengaruh Promosi, Harga, Kualitas Produk Dan
Layanan Purna Jual Terhadap Keputusan Pembelian Sepeda Motor Honda . Fakultas
Ekonomi Universitas Diponegoro
Penulisan Online :
Krisna, N.L, Teori - Teori Pemasaran : Loyalitas Pelanggan. From : http:marketing-
teori.blogspot.com200704loyalitas-pelanggan.html 24 April. 2007 Shaharudin, Muzani, Jamel dan Wan 2009. Analisis Pengaruh Layanan Purna Jual
Terhadap Kepuasan Konsumen Dan Dampaknya Terhadap Word Of Mouth. From : http:thesis.binus.ac.idAsliBab22011-2-00597-mn20bab202.pdf
2011 Yudhianto.
Layanan Purna Jual Buruk Bumerang Bagi Vendor. From : http:inet.detik.comread201309071124592352085319layanan-purna-jual-
buruk-bumerang-bagi-vendor 7 September. 2013
Yansah, Nedi, Hubungan Citra Merek Brand Image dan Keputusan Pembelian Studi
Kasus Bank
Muamalat Indonesia
Palembang From
: http:thewinnerlife.blogspot.com200804hubungan-citra-merek-brand-image-
dan.html 20 April. 2008
Universitas Sumatera Utara
BAB III METODE PENELITIAN
3.1. Jenis Penelitian
Jenis penelitian pada skripsi ini adalah penelitian kuantitatif, yang bertujuan untuk mengetahui hubungan antara variabel independen dengan variabel dependen pada PT.
Astra International Tbk. AUTO 2000 Sisimangaraja, Medan.
3.2. Tempat dan Waktu Penelitian
Kategori