To do hypothesis analysis, so there is role that needs to be concerned is the formulation zero hypotheses ho and we also need to put the
alternative hypothesis ha, such as: 1. Ho : ρ = 0 there is no significant influence between variable X1
and X2 to variable Y. 2. Ha : ρ ≠ 0 there is significant influence between variable X1
and X2 to variable Y. This analyzes to analyze all the independent variable together can
influence to dependent variable. So the formulate to F test is:
1 1
1 2
− −
− =
K n
R k
R f
If F test F table so Ho rejected and Ha accepted, means independent variable together have significant influence to dependent variable.
If F test F table so Ho accepted and Ha rejected, means independent variable together don’t have significant influence to dependent variable.
F. Research operational variable
The variable in this research there are independent variable and dependent variable, which is:
1. Independent variable This variable called by stimulus variable, predictor, antecedent. Or in
bahasa can call with variable bebas. Independent variable is the variable that gives influence or the causal of the changes happen or the effect from
dependent variable. In this research that being the independent variable is service quality Professional and Skill, Reputation and Credibility,
Attitude and Behavior, Accessibility and Flexibility, Reliability and Trustworthiness, Services Recovery, and Service Cape X
1
and satisfaction X
2
. 2. Variable dependent
This variable always calls by output variable, criteria, consequence. In bahasa called by variable terikat. Dependent variable is the variable that
influence or that to be the effect, because of the independent variable. The variable dependent in this research is the customer loyalty Y.
customer satisfaction is formed by the elements of customer satisfaction, there are; First, services quality is the element formed
satisfaction of customer that shows of all that formed the services, so that the services have the value added for the customer. Second, Reliability is
the element formed satisfaction of customer that shows the services of bank, the bank that able to be pledged, so that the services that resulted by
the bank suitable with the bank promised. Third, convenience of acquisition
is the element formed satisfaction of customer that shows of
the easy things that given by the bank for the customer of the services that resulted in getting the product of services by the bank.
To measure faithfulness of customer loyalty can do by behavioral measurement, attitudinal measurement, measuring satisfaction, and
commitment. From that’s element, only one element that use to analysis of
customer loyalty is the behavioral measurement consider consistent, repetitious purchase behavior as an indicator of loyalty the customer to the
bank.
Table 3.2 Operational variable research
No Variable
Sub Variable Indicator
1. Service Quality X
1
Professionalism and Skills
Reputation and
Credibility 1. Capability in fulfill the
services 2. The knowledge of
employee about
the products of bank
3. The employee have knowledge and skills when
handle the problem
4. Bank
has good
reputation
Attitudes and
Behavior
Accessibility and
Flexibility 5. Follow the rules and
regulation of
banking system
6. The clandestine secret of the customer cover by
bank 7. Give the guarantee of
security to customer
8. The
employee concerned to customer of
bank. 9. The employee always
ready to help customer. 10. The employee aware
with the problem that faced by Customer.
11. The customer feels easy doing transaction all
the time. 12. The electric payment
and telephone
Reliability and
Trustworthiness
Services Recovery
Service Cape 13.
The transaction
process is fast and quick 14. The machine ATM
facility is complete and spread.
15. Provide the services suitable with the promises
16. keep
notes and
document without
a mistake
17. Can trusted in solve the problem
18. Can finish the trouble if there is a mistake.
19. Can give solution when the fault happens.
20. The employee could handle the situation if fault
happens.
21. The
physically
2.
3. Customer
satisfaction X
2
Customer loyalty Y Evaluation
performance of building and good interior.
22. Modern facility and tools
23. Enough teller and customer Service.
24. The services suitable with the customer needs.
25. Appropriate between customer
expectations with the fact.
26. Will say the positive things about bank
27. Give recommends and support people to use the
bank services. 28. The customer always
does buying continually.
29. The customer will reject another competitor.
30. Customer will use
bank services in the future. 31. Make reference to
other people.
CHAPTER IV ANALYSIS
