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4. Hypothesis Test
a. Simultaneous Test F - Test
Table 4.34 The Result of F Test
ANOVA
b
Model Sum of Squares
df Mean Square
F Sig.
1 Regression
101,577 2
50,788 45,125
,000
a
Residual 109,173
97 1,125
Total 210,750
99 a. Predictors: Constant, Promotion, Service Quality
b. Dependent Variable: Customer Satisfaction
Source: Processed primary Data by SPSS 21 From Test ANOVA or F test is obtained F value test is 45.125
with probability 0.000. Because probability is smaller than 0.05 and F test value 45.125 is higher than F table value 3.090. F table value get from
significant value of 0.05 with df1=k=2 and df= n-k-1 or 100-2-1 = 97 n = number of data and k = number of independent variables Setiawan
and Kunto, 2013:7 so it get 3.090 from the F table. The value of F test is 45.125 3.090 and the significant value is 0.000 0.05, it can be said
that independent variables like service quality X
1
and promotion X
2
have significant influence towards customer satisfaction Y simultaneously.
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b. Partial Test T - Test
Table 4.35 The Result of T Test
Coefficients
a
Model Unstandardized
Coefficients Standardized
Coefficients t
Sig. B
Std. Error Beta
1 Constant
,380 1,078
,352 ,726
Service Quality ,071
,018 ,335
3,882 ,000
Promotion ,374
,071 ,456
5,294 ,000
a. Dependent Variable: Customer Satisfaction
Source: Processed primary Data by SPSS 21 The t test result can be seen in table above, the analysis of t test result is:
Ha
1
: The Influence of Service Quality towards Customer Satisfaction.
1 Define hypothesis: H
01
: service quality X
1
has no significant influence towards the customer satisfaction Y.
H
a1
: service quality X
1
has a significant influence towards the customer satisfaction Y.
The criteria: Then, from the result above, it can be compared to that value
3.882 t-calculate 2 in absolute value, with a value of sig 0.000 0.05. So that H
01
is rejected and H
a1
is accepted, meaning sservice quality has significant influence towards customer satisfaction.
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Khristianto et al. 2012 mention that service quality is a superiority what has been expected and superiority in meeting customers
demand. Therefore, having an overall good e-service quality is important to increase customer satisfaction. Online retailers with excellent service
quality have the advantage of learning about their customers expectation, thus improving their satisfaction Khristianto et al., 2012.
Ha
2
: The Influence of Promotion towards Customer Satisfaction
2 Define hypothesis: H
01
: promotion X
2
has no significant influence towards the customer satisfaction Y.
H
a1
: promotion X
2
has a significant influence towards the customer satisfaction Y.
The criteria: Then, from the result above, it can be compared to that value
5.294 t-calculate 2 in absolute value, with a value of sig 0.000 0.05. So that H
01
is rejected and H
a1
is accepted, meaning promotion has significant influence towards customer satisfaction.
This appropriate with the previous research by Reicheld and Schefter in 2000 with the title E-Loyalty Your Secret Weapon On The
Web. They stated that a great way to build customer satisfaction is through promotion, company need to give away a few things, product or
service promotions are a great way to build relationships with customers because everyone is out to find a good deal.
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5. Multiple Linier Regression Analysis
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