Customer Service Loyalty Program Brand Community Building

73 Lampiran 5. Validitas dan Reliabilitas

1. Customer Service

Reliability Statistics Cronbachs Alpha N of Items .796 16 Item Statistics Mean Std. Deviation N Tan1 3.8550 .81689 200 Tan2 3.8700 .75893 200 Tan3 3.7850 .82595 200 Tan4 3.8750 .94543 200 Rel1 3.8100 .78548 200 Rel2 3.7850 .90158 200 Rel3 3.8050 .92262 200 Ass1 3.7450 .83874 200 Ass2 3.6750 .85029 200 Ass3 3.5950 .90835 200 Ass4 3.8050 1.00600 200 Res1 3.7900 .78035 200 Res2 3.7300 .84300 200 Res3 3.5850 .81615 200 Emp1 3.9100 .83389 200 Emp2 3.9800 .91311 200 74 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbachs Alpha if Item Deleted Tan1 56.7450 42.422 .343 .788 Tan2 56.7300 41.324 .496 .778 Tan3 56.8150 42.212 .359 .787 Tan4 56.7250 41.517 .356 .788 Rel1 56.7900 40.850 .526 .776 Rel2 56.8150 41.770 .357 .788 Rel3 56.7950 41.480 .371 .787 Ass1 56.8550 42.728 .302 .791 Ass2 56.9250 41.366 .426 .782 Ass3 57.0050 41.935 .339 .789 Ass4 56.7950 40.867 .378 .787 Res1 56.8100 40.778 .538 .775 Res2 56.8700 40.867 .479 .779 Res3 57.0150 41.985 .387 .785 Emp1 56.6900 42.064 .368 .787 Emp2 56.6200 42.126 .319 .791

2. Loyalty Program

Reliability Statistics Cronbachs Alpha N of Items .761 13 Item Statistics Mean Std. Deviation N Con1 3.4750 .74306 200 Con2 3.2800 .90315 200 Con3 3.3100 .92095 200 Cas1 3.4950 .80199 200 Cas2 3.6450 .95579 200 Asp1 3.4500 .89527 200 Asp2 3.3800 .91641 200 75 Var1 3.4700 .94529 200 Var2 3.1900 .89325 200 Var3 3.1800 .92839 200 Var4 3.4750 .99717 200 Rel1 3.2200 .95717 200 Rel2 3.2800 .94662 200 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbachs Alpha if Item Deleted Con1 40.3750 33.060 .298 .754 Con2 40.5700 30.628 .472 .736 Con3 40.5400 30.571 .465 .737 Cas1 40.3550 32.954 .278 .756 Cas2 40.2050 31.812 .318 .753 Asp1 40.4000 31.940 .338 .750 Asp2 40.4700 31.336 .388 .745 Var1 40.3800 30.940 .411 .743 Var2 40.6600 31.040 .434 .740 Var3 40.6700 30.946 .421 .741 Var4 40.3750 30.115 .461 .737 Rel1 40.6300 31.511 .347 .750 Rel2 40.5700 31.663 .338 .751

3. Brand Community Building

Reliability Statistics Cronbachs Alpha N of Items .842 16 Item Statistics Mean Std. Deviation N Leg1 3.5350 .95042 200 Leg2 3.4500 .93910 200 Leg3 3.1750 .99465 200 Opp1 3.4850 .84460 200 76 Opp2 3.4600 .84378 200 Opp3 3.3150 .85993 200 Opp4 3.1100 1.04082 200 Cel1 3.5950 1.00800 200 Cel2 3.4750 .96125 200 Sha1 3.3600 .90248 200 Sha2 3.1450 .89890 200 Sha3 2.9100 1.02330 200 Int1 3.5350 .90713 200 Int2 3.3500 .93910 200 Ass1 3.3450 .93828 200 Ass2 3.1050 1.03893 200 Item-Total Statistics Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item- Total Correlation Cronbachs Alpha if Item Deleted Leg1 49.8150 59.770 .483 .831 Leg2 49.9000 58.874 .557 .827 Leg3 50.1750 59.914 .446 .833 Opp1 49.8650 60.127 .530 .829 Opp2 49.8900 60.993 .461 .833 Opp3 50.0350 60.938 .454 .833 Opp4 50.2400 61.600 .312 .842 Cel1 49.7550 59.593 .461 .833 Cel2 49.8750 59.929 .465 .832 Sha1 49.9900 59.407 .543 .828 Sha2 50.2050 60.857 .436 .834 Sha3 50.4400 59.906 .431 .834 Int1 49.8150 60.855 .431 .834 Int2 50.0000 59.528 .508 .830 Ass1 50.0050 60.467 .441 .834 Ass2 50.2450 60.407 .389 .837 77

4. Loyalitas Pelanggan