57
Based on the table above, it can be seen the number of cronbach’s alpha is 0.796. It means, variable of customer loyalty is reliable
because the cronbach’s alpha shows more than 0.60.
C. Descriptive Analysis
1. Service Quality There are seven questions in service quality, every question have
different frequency and percent. The frequency number get from respondent value. Here are the explanation of each question :
Table 4.13 Employee of Al-Azhar Cooperative always maintain
the cleanliness of room Answer
Frequency Percent
Disagree 6
10 Neutral
14 23
Agree 37
62 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on the table 4.13 showed that 6 respondent 10 disagree, 14 respondents 23 neutral, 37 respondents 62 agree and 3 respondents
5 strongly agree. The table results shown the majority of respondents agree that employee of Al-Azhar Cooperative is always maintain the
cleanliness of room.
58
Table 4.14 Employee of Al-Azhar Cooperative always look clean and attractive
Answer Frequency
Percent
Disagree 2
3 Neutral
21 35
Agree 33
55 Strongly Agree
5 7
Total 60
100 Source: Primary data Processed 2014
Based on the table 4.14 showed that 2 respondents 3 disagree, 21 respondents 35 neutral, 33 respondents 55 agree, and 5 respondents
7 strongly agree. The table results shown the majority of respondents agree that employee of Al-Azhar Coperative is always look clean and
attractive.
Table 4.15 Employee of Al-Azhar provide service in accordance with time promised
Answer Frequency
Percent
Disagree 1
2 Neutral
15 25
Agree 41
68 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on the table 4.15 showed that 1 respondent 2 disagree, 15 respondents 25 neutral, 41 respondents 68 agree, and 3 respondents
5 strongly agree. The table results shown the majority of respondents agree that employee of Al-Azhar Cooperative provide service in
accordance with time promised.
59
Table 4.16 Employee of Al-Azhar Cooperative resolve problems quickly
when there is a problem Answer
Frequency Percent
Disagree 3
5 Neutral
13 22
Agree 38
63 Strongly Agree
6 10
Total 60
100 Source: Primary data Processed 2014
Based on the table 4.16 showed that 3 respondent 5 disagree, 13 respondents 22 neutral, 38 respondents 63 agree, and 6
respondents 10 strongly agree. The table results shown the majority of respondents agree that employee of Al-Azhar Cooperative resolve the
problems quickly when there is a problem.
Table 4.17 Employee of Al-Azhar Cooperative willing to help me
when I had difficulty in choose the product Answer
Frequency Percent
Disagree 2
3 Neutral
19 32
Agree 31
52 Strongly Agree
8 13
Total 60
100 Source: Primary data Processed 2014
Based on the table 4.17 showed that 2 respondents 3 disagree, 19 respondents 32 neutral, 31 respondents 52 agree, and 8 respondents
60
13 strongly agree. The table results shown the majority of respondents agree that employee Al-Azhar Coopeartive willing to help the customer
when they are in difficulty in choose the product.
Table 4.18 Employee of Al-Azhar Cooperative polite in answering my question
Answer Frequency
Percent
Disagree 2
3 Neutral
4 7
Agree 40
66 Strongly Agree
14 24
Total 60
100 Source: Primary data Processed 2014
Based on the table 4.18 showed that 2 respondents 3 disagree, 4 respondents 7 neutral, 40 respondents 66 agree, and 14 respondents
24 strongly agree. The table results shown the majority of respondents agree that employee of Al-Azhar Cooperative polite in answering my
question.
Table 4.19 Employee of Al-Azhar Cooperative understand
customer needs that are needed by customer Answer
Frequency Percent
Disagree 1
2 Neutral
11 18
Agree 39
65 Strongly Agree
9 15
Total 60
100 Source: Primary data Processed 2014
61
Based on the table 4.19 showed that 1 respondents 2 disagree, 11 respondents 18, 39 respondents 65 agree, and 9 respondents 15
strongly agree. The table results shown the majority of respondents agree that employee of Al-Azhar Cooperative understand customer needs that
are needed by customer. 2. Brand Image
There are six questions in brand image, every questions has different frequency and percentage. The frequency number get from respondent
value. Here are the explanation of each question :
Table 4.20 The price offered by Al-Azhar Cooperative quite affordable
Answer Frequency
Percent
Disagree 6
10 Neutral
14 23
Agree 37
62 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on the table 4.20 showed that 6 respondents 10 disagree, 14 respondents 23 neutral, 37 respondents 62 agree, and 3 respondents
5 strongly agree. The table results shown the majority of respondents agree that the price offered by Al-Azhar Cooperative quite affordable.
62
Table 4.21 The quality product of Al-Azhar Cooperative is not doubted
Answer Frequency
Percent
Disagree 2
3 Neutral
19 32
Agree 31
52 Strongly Agree
8 13
Total 60
100 Source: Primary data Processed 2014
Based on the table 4.21 showed that 2 respondents 3 disagree, 19 respondents 32 neutral, 31 respondent 52 agree, and 8 respondents
13 strongly agree. The table results shown the majority of respondents are agree that the qualityproduct of Al-Azhar Cooperative is not doubted.
Table 4.22 Brand of Al-Azhar Cooperative has an attractive design than other brands
Answer Frequency
Percent
Disagree 1
2 Neutral
11 18
Agree 39
65 Strongly Agree
9 15
Total 60
100 Source: Primary data Processed 2014
Based on table 4.22 showed that 1 respondent 2 disagree, 11 respondents 18 neutral, 39 respondents 65 agree, and 9 respondents
15 strongly agree. The table result shown the majority of respondents are agree that brand of Al-Azhar Cooperative has an attractive design than
other brands.
63
Table 4.23 Al-Azhar Cooperative has a lot of variety products
Answer Frequency
Percent
Disagree 6
10 Neutral
14 23
Agree 37
62 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on table 4.23 showed that 6 respondent 10 disagree, 14 respondents 23 neutral, 37 respondents 62 agree, and 3
respondents 5 strongly agree. The table result shown the majority of respondents are agree that Al-Azhar Cooperative has a lot variety
products.
Table 4.24 Brand of Al-Azhar Cooperative is easy to pronounce
Answer Frequency
Percent
Disagree 5
8 Neutral
15 25
Agree 37
62 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on table 4.24 showed that 5 respondent 8 disagree, 15 respondents 25 neutral, 37 respondents 62 agree, and 3
respondents 5 strongly agree. The table result shown the majority of respondents are agree that brand of Al-Azhar Cooperative is easy to
pronounce.
64
Table 4.25 Al-Azhar Cooperative brand is easy to remember
Answer Frequency
Percent
Disagree 2
3 Neutral
19 32
Agree 31
52 Strongly Agree
8 13
Total 60
100 Source: Primary data Processed 2014
Based on table 4.25 showed that 2 respondent 3 disagree, 19 respondents 32 neutral, 31 respondents 52 agree, and 8
respondents 13 strongly agree. The table result shown the majority of respondents are agree that Al-Azhar Cooperative brand is easy to
remember. 3. Customer Satisfaction
There are six questions in customer satisfaction, every questions has different frequency and percentage. The frequency number get from
respondent value. Here are the explanation of each question :
Table 4.26 Al-Azhar Cooperative is a cooperative which receive the customer complaint
Answer Frequency
Percent
Disagree 6
10 Neutral
14 23
Agree 37
62 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
65
Based on table 4.26 showed that 6 respondent 10 disagree, 14 respondents 23 neutral, 37 respondents 62 agree, and 3
respondents 5 strongly agree. The table result shown the majority of respondents are agree that Al-Azhar Cooperative is a cooperative which
receive the complaint
Table 4.27 Al-Azhar Cooperative is a cooperative which provide good information about
something that is needed by the customer Answer
Frequency Percent
Disagree 2
3 Neutral
19 32
Agree 31
52 Strongly Agree
8 13
Total 60
100 Source: Primary data Processed 2014
Based on table 4.27 showed that 2 respondent 3 disagree, 19 respondents 32 neutral, 31 respondents 52 agree, and 8 respondents
13 strongly agree. The table result shown the majority of respondents are agree that Al-Azhar Cooperative is a cooperative which provide good
information about something that is needed by the customer.
Table 4.28 Customer of Al-Azhar Cooperative is a loyal customers
Answer Frequency
Percent
Neutral 9
15 Agree
42 70
Strongly Agree 9
15 Total
60 100
Source: Primary data Processed 2014
66
Based on table 4.28 showed that 9 respondents 15 neutral, 42 respondents 70 agree, and 9 respondents 15 strongly agree. The
table result shown the majority of respondents are agree that consumer Al- Azhar Cooperative is a loyal customers.
Table 4.29 Al-Azhar Cooperative always give more attention to customer
Answer Frequency
Percent
Disagree 6
10 Neutral
14 23
Agree 37
62 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on table 4.29 showed that 6 respondent 10 disagree, 14 respondents 23 neutral, 37 respondents 62 agree, and 3
respondents 5 strongly agree. The table result shown the majority of respondents are agree that Al-Azhar Cooperative is always give more
attention to customer.
Table 4.30 Al-Azhar Cooperative customers feel safe and comfortable to cooperative
Answer Frequency
Percent
Disagree 1
2 Neutral
21 35
Agree 33
55 Strongly Agree
5 8
Total 60
100 Source: Primary data Processed 2014
67
Based on table 4.30 showed that 1 respondent 2 disagree, 21 respondents 35 neutral, 33 respondents 55 agree, and 5 respondents
8 strongly agree. The table result shown the majority of respondents are agree that Al-Azhar Cooperative customers feel safe and comfortable to
cooperative.
Table 4.31 Al-Azhar Cooperative is a cooperative which always give suggestions and
complaint of their customers Answer
Frequency Percent
Disagree 1
2 Neutral
15 25
Agree 41
68 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on table 4.31 showed that 1 respondent 2 disagree, 15 respondents 25 neutral, 41 respondents 68 agree, and 3
respondents 5 strongly agree. The table result shown the majority of respondents are agree that Al-Azhar Cooperative is a cooperative which
always give suggestions and complaint of their customer. 4. Customer Loyalty
There are eight questions in customer loyalty, every questions has different frequency and percentage. The frequency number get from
respondent value. Here are the explanation of each question :
68
Table 4.32 Al-Azhar Cooperative is better than other cooperative
Answer Frequency
Percent
Disagree 2
3 Neutral
19 32
Agree 31
52 Strongly Agree
8 13
Total 60
100 Source: Primary data Processed 2014
Based on table 4.32 showed that 2 respondent 3 disagree, 19 respondents 32 neutral, 31 respondents 52 agree, and 8
respondents 13 strongly agree. The table result shown the majority of respondents are agree that Al-Azhar Cooperative is better than other
cooperative
Table 4.33 Al-Azhar Cooperativehas a good product quality
Answer Frequency
Percent
Disagree 2
3 Neutral
14 23
Agree 23
55 Strongly Agree
11 19
Total 60
100 Source: Primary data Processed 2014
Based on table 4.33 showed that 2 respondent 3 disagree, 14 respondents 23 neutral, 23 respondents 55 agree, and 11
respondents 19 strongly agree. The table result shown the majority of
69
respondents are agree that Al-Azhar Cooperative has a good product quality.
Table 4.34 I feel confidence with Al-Azhar Cooperative
Answer Frequency
Percent
Disagree 3
5 Neutral
11 18
Agree 43
72 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on table 4.34 showed that 3 respondent 5 disagree, 11 respondents 18 neutral, 43 respondents 72 agree, and 3 respondents
5 strongly agree. The table result shown the majority of respondents are agree that they feel confidence with Al-Azhar Cooperative.
Table 4.35 I prefer Al-Azhar Cooperative than the other products
Answer Frequency
Percent
Strongly Disagree 1
2 Disagree
1 2
Neutral 10
17 Agree
40 66
Strongly Agree 8
13 Total
60 100
Source: Primary data Processed 2014 Based on table 4.35 showed that 1 respondent 2 strongly agree, 1
respondent 2 disagree, 10 respondents 17 neutral, 40 respondents
70
66 agree, and 8 respondents 13 strongly agree. The table result shown the majority of respondents are agree that they prefer Al-Azhar
Cooperative than other products.
Table 4.36 I really like Al-Azhar Cooperative
Answer Frequency
Percent
Neutral 15
25 Agree
40 67
Strongly Agree 5
8 Total
60 100
Source: Primary data Processed 2014 Based on table 4.36 showed 15 respondents 25 neutral, 40
respondents 67 agree, and 5 respondents 8 strongly agree. The table result shown the majority of respondents are agree thatthey really
like Al-Azhar Cooperative.
Table 4.37 I intend to keep buying of Al-Azhar Cooperative product
Answer Frequency
Percent
Neutral 11
18 Agree
39 65
Strongly Agree 10
17 Total
60 100
Source: Primary data Processed 2014 Based on table 4.37 showed that 11 respondents 18 neutral, 39
respondents 65 agree, and 10 respondents 17 strongly agree. The table result shown the majority of respondents are agree they intend to
keep buying Al-Azhar Cooperative product.
71
Table 4.38 I will continue to buy the Al-Azhar Cooperative product
Answer Frequency
Percent
Disagree 2
3 Neutral
19 32
Agree 31
52 Strongly Agree
8 13
Total 60
100 Source: Primary data Processed 2014
Based on table 4.38 showed that 2 respondent 3 disagree, 19 respondents 32 neutral, 31 respondents 52 agree, and 8 respondents
13 strongly agree. The table result shown the majority of respondents are agree that they will continue to buyAl-Azhar Cooperative product.
Table 4.39 I would recommend Al-Azhar Cooperative to family and friend
Answer Frequency
Percent
Disagree 6
10 Neutral
14 23
Agree 37
62 Strongly Agree
3 5
Total 60
100 Source: Primary data Processed 2014
Based on table 4.39 showed that 6 respondent 10 disagree, 14 respondents 23 neutral, 37 respondents 62 agree, and 3 respondents
5 strongly agree. The table result shown the majority of respondents are agree that they would recommend Al-Azhar Cooperative to family and
friend.
72
D. Analysis Result
