Pengaruh Kualitas Produk Dan Harga Terhadap Kepuasan Dan Kesetiaan Pelanggan Fashion Cryspyduck Pada Toko Skate Element Medan
101
Lampiran 1
KUISIONER PENELITIAN
Medan,
2016
Kepada Yth,
Bapak/Ibu/SaudaraResponden
Di
Tempat
Dengan Hormat,
Sehubungan dengan penyusunan skripsi saya yang berjudul ” Pengaruh Kualitas
Produk dan Harga Terhadap Kepuasan dan Kesetiaan Pelanggan Fashion
Crispyduck Pada Toko Skate Element Medan”dengan ini saya memohon
kesediaan Bapak/Ibu/Saudara untuk berpartisipasi mengisi kuesioner ini.
Kerahasiaan identitas Bapak/Ibu/Saudara dari hasil penelitian ini dijamin hanya
digunakan untuk kepentingan akademis.
Demikian disampaikan, atas kesediaan dan partisipasi Bapak/Ibu/Saudara untuk
mengisi dan mengembalikan kuesioner ini saya mengucapkan terima kasih.
Hormat Saya,
(William Liecardo)
Universitas Sumatera Utara
102
Petunjuk Pengisian Kuesioner
A. Pilihlah jawaban dengan memberi tanda check (√) pada salah satu jawaban
paling sesuai menurut Saudara. Penilaian dapat dilakukan berdasarkan skala
berikut ini:
B.
Jawaban Sangat Setuju (SS)
:5
Jawaban Setuju (S)
:4
Jawaban Kurang Setuju (KS)
:3
Jawaban Tidak Setuju (TS)
:2
Jawaban Sangat Tidak Setuju (STS)
:1
Identitas Responden
No. Responden
: ……………………………….
Nama
: ……………………………….
Jenis Kelamin
: ☐ LAKI-LAKI
Pekerjaan
☐ PEREMPUAN
: ☐PELAJAR/MAHASISWA ☐WIRASWASTA
☐KARYAWAN
☐LAINNYA
Universitas Sumatera Utara
103
Kualitas Produk (X1)
PERNYATAAN
No
1
Produk yang dijual di Toko Skate Element
memiliki ciri yang berbeda dari produk
lain
2
Saya merasakan kenyamanan jika
memakai produk yang dijual Toko Skate
Element.
3
Produk yang dijual Toko Skate Element
tahan lama.
4
Toko Skate Element menjual produk dari
bahan-bahan yang berkualitas.
5
Dibandingkan toko lain, produk yang
dijual produk Toko Skate Element
memiliki daya tahan yang cukup baik.
6
Toko Skate Element selalu menjaga
kualitas produk yang dijual.
7
Produk yang dijual Toko Skate Element di
desain dengan sangat menarik.
8
SS
S
KS
TS
STS
5
4
3
2
1
Bentuk dan tampilan produk yang dijual
Toko Skate Element terkesan indah
dipandang mata.
Universitas Sumatera Utara
104
Harga (X2)
No
PERNYATAAN
1
Toko Skate Element menjual produk
dengan harga yang mampu dijangkau
pelanggan.
2
Harga bervariasi sesuai dengan kualitas
produk.
3
Harga jual produk sesuai dengan kualitas
produk dijual.
4
Harga yang sesuai dengan kualitas dengan
produk yang dihasilkan merupakan salah
satu alasan konsumen untuk melakukan
pembelian
5
Toko Skate Element menawarkan harga
yang cukup bersaing.
6
Toko Skate Element
mengikuti harga pasar
SS
S
KS
TS
STS
5
4
3
2
4
SS
S
KS
TS
STS
5
4
3
2
1
menjual produk
Kepuasan (Z)
No
PERNYATAAN
1
Pelanggan Toko Skate Element cukup puas
dengan produk yang dijual.
2
Toko Skate Element selalu cepat tanggap
dalam mengatasi keluhan konsumen.
3
Saya merasa puas dengan seluruh produk
yang dijual Toko Skate Element.
4
Produk yang dijual sesuai dengan
keinginan.
5
Saya senang melakukan pembelian di Toko
Skate Element.
6
Saya nyaman menggunakan produk yang
dijual Toko Skate Element.
Universitas Sumatera Utara
105
7
Produk yang dijual Toko Skate Element
melebihi apa yang diinginkan pelanggan.
8
Toko Skate Element memenuhi kebutuhan
kebutuhan saya
Kesetiaan (Y)
No
PERNYATAAN
1
Sayaselalu membelisetiap Toko Skate
Element mengeluarkan produk terbaru.
2
Jika saya berkunjung ke Toko Skate
Element, saya selalu melakukan pembelian,
walaupun tidak membutuhkan produk yang
dijual.
3
Saya selalu membeli lebih dari satuproduk
yang dijual Toko Skate Element.
4
Saya akan merekomendasikan kepada orang
lain untuk berbelanja ke Toko Skate
Element
5
Jika saya berkunjung dan bertemu dengan
calon pembeli, saya selalu siap sedia
menyarankan ke calon pembeli untuk
membeli produk yang dijual Toko Skate
Element
6
Saya akan tetap setia terhadap produk distro
walaupun bermunculan produk pesaing dengan
desain dan harga yang lebih menarik
SS
S
KS
TS
STS
5
4
3
2
1
Universitas Sumatera Utara
106
Lampiran Dodo
Correlations
Q1
Q1 Pearson Correlation
Sig. (2-tailed)
N
Q2 Pearson Correlation
Sig. (2-tailed)
N
Q0 Pearson Correlation
3 Sig. (2-tailed)
N
Q4 Pearson Correlation
Sig. (2-tailed)
N
Q5 Pearson Correlation
Sig. (2-tailed)
N
Q6 Pearson Correlation
Sig. (2-tailed)
N
Q7 Pearson Correlation
Sig. (2-tailed)
N
Q8 Pearson Correlation
Sig. (2-tailed)
N
X1 Pearson Correlation
Sig. (2-tailed)
N
1
30
.725**
.000
30
.558**
.001
30
.259
.167
30
.447*
.013
30
.697**
.000
30
.230
.222
30
.813**
.000
30
.809**
.000
30
Q2
.725**
.000
30
1
30
.538**
.002
30
.116
.542
30
.393*
.032
30
.927**
.000
30
.103
.588
30
.590**
.001
30
.738**
.000
30
Q3
.558**
.001
30
.538**
.002
30
1
30
.414*
.023
30
.920**
.000
30
.391*
.033
30
.258
.169
30
.414*
.023
30
.805**
.000
30
Q4
.259
.167
30
.116
.542
30
.414*
.023
30
1
30
.453*
.012
30
.168
.374
30
.650**
.000
30
.330
.075
30
.612**
.000
30
Q5
.447*
.013
30
.393*
.032
30
.920**
.000
30
.453*
.012
30
1
30
.267
.153
30
.308
.098
30
.347
.060
30
.754**
.000
30
Q6
.697**
.000
30
.927**
.000
30
.391*
.033
30
.168
.374
30
.267
.153
30
1
30
.150
.430
30
.589**
.001
30
.699**
.000
30
Q7
.230
.222
30
.103
.588
30
.258
.169
30
.650**
.000
30
.308
.098
30
.150
.430
30
1
30
.293
.116
30
.544**
.002
30
Q8
.813**
.000
30
.590**
.001
30
.414*
.023
30
.330
.075
30
.347
.060
30
.589**
.001
30
.293
.116
30
1
30
.749**
.000
30
X1
.809**
.000
30
.738**
.000
30
.805**
.000
30
.612**
.000
30
.754**
.000
30
.699**
.000
30
.544**
.002
30
.749**
.000
30
1
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Universitas Sumatera Utara
107
Correlations
Q9
Q10
Q11
Q9
Pearson Correlation
1
.260
.746**
Sig. (2-tailed)
.166
.000
N
30
30
30
Q10
Pearson Correlation
.260
1
.445*
Sig. (2-tailed)
.166
.014
N
30
30
30
Q11
Pearson Correlation
.746**
.445*
1
Sig. (2-tailed)
.000
.014
N
30
30
30
Q12
Pearson Correlation
.915**
.293
.762**
Sig. (2-tailed)
.000
.116
.000
N
30
30
30
Q13
Pearson Correlation
.286
.404*
.336
Sig. (2-tailed)
.126
.027
.069
N
30
30
30
**
Q14
Pearson Correlation
.509
.338
.725**
Sig. (2-tailed)
.004
.068
.000
N
30
30
30
X2
Pearson Correlation
.838**
.593**
.903**
Sig. (2-tailed)
.000
.001
.000
N
30
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Q12
.915**
.000
30
.293
.116
30
.762**
.000
30
1
30
.248
.187
30
.453*
.012
30
.826**
.000
30
Q13
.286
.126
30
.404*
.027
30
.336
.069
30
.248
.187
30
1
30
.369*
.045
30
.557**
.001
30
Q14
.509**
.004
30
.338
.068
30
.725**
.000
30
.453*
.012
30
.369*
.045
30
1
30
.769**
.000
30
X2
.838**
.000
30
.593**
.001
30
.903**
.000
30
.826**
.000
30
.557**
.001
30
.769**
.000
30
1
30
Universitas Sumatera Utara
108
Q15
Q15
Q16
.555**
.001
30
1
Pearson Correlation
1
Sig. (2-tailed)
N
30
Q16
Pearson Correlation
.555**
Sig. (2-tailed)
.001
N
30
30
Q17
Pearson Correlation
.429*
.623**
Sig. (2-tailed)
.018
.000
N
30
30
Q18
Pearson Correlation
.024
.142
Sig. (2-tailed)
.899
.455
N
30
30
Q19
Pearson Correlation
.434*
.668**
Sig. (2-tailed)
.017
.000
N
30
30
Q20
Pearson Correlation
.408*
.638**
Sig. (2-tailed)
.025
.000
N
30
30
Q21
Pearson Correlation
.534**
.638**
Sig. (2-tailed)
.002
.000
N
30
30
Q22
Pearson Correlation
.341
.736**
Sig. (2-tailed)
.065
.000
N
30
30
Y1
Pearson Correlation
.632**
.839**
Sig. (2-tailed)
.000
.000
N
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Correlations
Q17
Q18
*
.429
.024
.018
.899
30
30
**
.623
.142
.000
.455
30
30
1
.228
.227
30
30
.228
1
.227
30
30
.705**
.313
.000
.092
30
30
.707**
.013
.000
.945
30
30
.645**
.188
.000
.319
30
30
.615**
.334
.000
.071
30
30
.840**
.399*
.000
.029
30
30
Q19
.434*
.017
30
.668**
.000
30
.705**
.000
30
.313
.092
30
1
30
.731**
.000
30
.601**
.000
30
.563**
.001
30
.843**
.000
30
Q20
.408*
.025
30
.638**
.000
30
.707**
.000
30
.013
.945
30
.731**
.000
30
1
30
.538**
.002
30
.560**
.001
30
.775**
.000
30
Q21
.534**
.002
30
.638**
.000
30
.645**
.000
30
.188
.319
30
.601**
.000
30
.538**
.002
30
1
30
.513**
.004
30
.768**
.000
30
Q22
.341
.065
30
.736**
.000
30
.615**
.000
30
.334
.071
30
.563**
.001
30
.560**
.001
30
.513**
.004
30
1
30
.801**
.000
30
Y1
.632**
.000
30
.839**
.000
30
.840**
.000
30
.399*
.029
30
.843**
.000
30
.775**
.000
30
.768**
.000
30
.801**
.000
30
1
30
Universitas Sumatera Utara
109
Correlations
Q23
Q23
Q24
.229
.224
30
1
Pearson Correlation
1
Sig. (2-tailed)
N
30
Q24
Pearson Correlation
.229
Sig. (2-tailed)
.224
N
30
30
Q25
Pearson Correlation
.573**
.485**
Sig. (2-tailed)
.001
.007
N
30
30
Q26
Pearson Correlation
.406*
.357
Sig. (2-tailed)
.026
.053
N
30
30
Q27
Pearson Correlation
.421*
.509**
Sig. (2-tailed)
.020
.004
N
30
30
Q28
Pearson Correlation
.280
.464**
Sig. (2-tailed)
.134
.010
N
30
30
**
Y2
Pearson Correlation
.608
.686**
Sig. (2-tailed)
.000
.000
N
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Q25
.573**
.001
30
.485**
.007
30
1
30
.836**
.000
30
.819**
.000
30
.524**
.003
30
.905**
.000
30
Q26
.406*
.026
30
.357
.053
30
.836**
.000
30
1
30
.787**
.000
30
.626**
.000
30
.858**
.000
30
Q27
.421*
.020
30
.509**
.004
30
.819**
.000
30
.787**
.000
30
1
30
.368*
.045
30
.840**
.000
30
Q28
.280
.134
30
.464**
.010
30
.524**
.003
30
.626**
.000
30
.368*
.045
30
1
30
.720**
.000
30
Y2
.608**
.000
30
.686**
.000
30
.905**
.000
30
.858**
.000
30
.840**
.000
30
.720**
.000
30
1
30
Universitas Sumatera Utara
110
Reliability Statistics
Cronbach's Alpha
N of Items
.858
8
Reliability Statistics
Cronbach's Alpha
N of Items
.847
6
Reliability Statistics
Cronbach's Alpha
N of Items
.869
8
Reliability Statistics
Cronbach's Alpha
N of Items
.856
6
Descriptive Statistics
N
Minimum
Maximum
Mean
Std. Deviation
Kualitas Produk
72
17.00
33.00
23.4722
2.97867
Harga
72
11.00
23.00
18.3889
2.69875
kepuasan
72
18.00
32.00
24.9444
3.52412
kesetiaan
72
12.00
24.00
17.6111
2.82621
Valid N (listwise)
72
Kualitas Produk
VAR00001
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
23
31.9
31.9
31.9
3.00
33
45.8
45.8
77.8
4.00
13
18.1
18.1
95.8
5.00
3
4.2
4.2
100.0
Total
72
100.0
100.0
Universitas Sumatera Utara
111
VAR00002
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
26
36.1
36.1
37.5
3.00
35
48.6
48.6
86.1
4.00
9
12.5
12.5
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
VAR00003
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
25
34.7
34.7
36.1
3.00
27
37.5
37.5
73.6
4.00
19
26.4
26.4
100.0
Total
72
100.0
100.0
VAR00004
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
22
30.6
30.6
30.6
3.00
39
54.2
54.2
84.7
4.00
10
13.9
13.9
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
VAR00005
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
17
23.6
23.6
23.6
3.00
43
59.7
59.7
83.3
Universitas Sumatera Utara
112
4.00
12
16.7
16.7
Total
72
100.0
100.0
100.0
VAR00006
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
24
33.3
33.3
33.3
3.00
29
40.3
40.3
73.6
4.00
18
25.0
25.0
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
VAR00007
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
19
26.4
26.4
26.4
3.00
33
45.8
45.8
72.2
4.00
19
26.4
26.4
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
VAR00008
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
14
19.4
19.4
19.4
3.00
38
52.8
52.8
72.2
4.00
18
25.0
25.0
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Harga
X2.1
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
21
29.2
29.2
31.9
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113
3.00
30
41.7
41.7
73.6
4.00
18
25.0
25.0
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
X2.2
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
16
22.2
22.2
23.6
3.00
35
48.6
48.6
72.2
4.00
19
26.4
26.4
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
X2.3
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
18
25.0
25.0
27.8
3.00
31
43.1
43.1
70.8
4.00
17
23.6
23.6
94.4
5.00
4
5.6
5.6
100.0
Total
72
100.0
100.0
X2.4
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
17
23.6
23.6
26.4
3.00
29
40.3
40.3
66.7
4.00
22
30.6
30.6
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
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114
X2.5
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
9
12.5
12.5
15.3
3.00
33
45.8
45.8
61.1
4.00
28
38.9
38.9
100.0
Total
72
100.0
100.0
X2.6
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
18
25.0
25.0
27.8
3.00
25
34.7
34.7
62.5
4.00
25
34.7
34.7
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Kepuasan
Z1
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
16
22.2
22.2
23.6
3.00
23
31.9
31.9
55.6
4.00
31
43.1
43.1
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z2
Cumulative
Frequency
Valid
1.00
Percent
2
2.8
Valid Percent
2.8
Percent
2.8
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115
2.00
17
23.6
23.6
26.4
3.00
23
31.9
31.9
58.3
4.00
30
41.7
41.7
100.0
Total
72
100.0
100.0
Z3
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
22
30.6
30.6
31.9
3.00
21
29.2
29.2
61.1
4.00
27
37.5
37.5
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z4
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
20
27.8
27.8
29.2
3.00
29
40.3
40.3
69.4
4.00
21
29.2
29.2
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z5
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
14
19.4
19.4
19.4
3.00
35
48.6
48.6
68.1
4.00
23
31.9
31.9
100.0
Total
72
100.0
100.0
Z6
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116
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
16
22.2
22.2
25.0
3.00
26
36.1
36.1
61.1
4.00
27
37.5
37.5
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z7
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
17
23.6
23.6
26.4
3.00
30
41.7
41.7
68.1
4.00
22
30.6
30.6
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z8
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
10
13.9
13.9
15.3
3.00
34
47.2
47.2
62.5
4.00
25
34.7
34.7
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Kesetiaan
Y1
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
29
40.3
40.3
43.1
3.00
26
36.1
36.1
79.2
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117
4.00
15
20.8
20.8
Total
72
100.0
100.0
100.0
Y2
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
24
33.3
33.3
36.1
3.00
25
34.7
34.7
70.8
4.00
21
29.2
29.2
100.0
Total
72
100.0
100.0
Y3
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
21
29.2
29.2
31.9
3.00
29
40.3
40.3
72.2
4.00
17
23.6
23.6
95.8
5.00
3
4.2
4.2
100.0
Total
72
100.0
100.0
Y4
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
24
33.3
33.3
36.1
3.00
26
36.1
36.1
72.2
4.00
18
25.0
25.0
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Y5
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118
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
20
27.8
27.8
30.6
3.00
19
26.4
26.4
56.9
4.00
31
43.1
43.1
100.0
Total
72
100.0
100.0
Y6
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
25
34.7
34.7
36.1
3.00
23
31.9
31.9
68.1
4.00
21
29.2
29.2
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Uji Normalitas
Variabel Intervening
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N
Normal Parameters
72
a,b
Mean
Std. Deviation
Most Extreme Differences
.0000000
2.73595908
Absolute
.092
Positive
.092
Negative
-.072
Kolmogorov-Smirnov Z
.785
Asymp. Sig. (2-tailed)
.569
a. Test distribution is Normal.
b. Calculated from data.
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Coefficientsa
Model
Standardized
Unstandardized Coefficients
B
1
Coefficients
Std. Error
Beta
(Constant)
3.281
1.586
Kualitas Produk
-.149
.076
.131
.084
Harga
t
Sig.
2.069
.042
-.276
-1.958
.054
.220
1.563
.123
a. Dependent Variable: ABS_RES
Uji Asumsi II
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N
72
Normal Parameters
a,b
Mean
.0000000
Std. Deviation
Most Extreme Differences
2.17919386
Absolute
.096
Positive
.096
Negative
-.070
Kolmogorov-Smirnov Z
.817
Asymp. Sig. (2-tailed)
.516
a. Test distribution is Normal.
b. Calculated from data.
Coefficientsa
Model
Standardized
Unstandardized Coefficients
B
1
(Constant)
Kualitas Produk
Harga
Coefficients
Std. Error
Beta
.884
1.477
-.039
.071
.089
.078
t
Sig.
.598
.552
-.080
-.558
.578
.165
1.147
.256
a. Dependent Variable: ABS_RES
Analisa Regresi
Model Summaryb
Model
Std. Error of the
R
dimens ion0
1
R Square
.630a
Adjusted R Square
.397
.380
Estimate
2.77533
a. Predictors: (Constant), Harga, Kualitas Produk
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120
Model Summaryb
Model
Std. Error of the
R
dimens ion0
1
R Square
.630
a
Adjusted R Square
.397
Estimate
.380
2.77533
a. Predictors: (Constant), Harga, Kualitas Produk
b. Dependent Variable: kepuasan
ANOVAb
Model
1
Sum of Squares
df
Mean Square
Regression
350.309
2
175.155
Residual
531.469
69
7.702
Total
881.778
71
F
Sig.
.000a
22.740
a. Predictors: (Constant), Harga, Kualitas Produk
b. Dependent Variable: kepuasan
Model
Standardized
Unstandardized Coefficients
B
1
(Constant)
Std. Error
6.297
2.786
Kualitas Produk
.501
.133
Harga
.375
.147
Model
Beta
t
Sig.
2.260
.027
.423
3.755
.000
.287
2.550
.013
Standardized
Unstandardized Coefficients
B
1
Coefficients
(Constant)
Std. Error
Coefficients
Beta
Collinearity Statistics
Tolerance
VIF
6.297
2.786
Kualitas Produk
.501
.133
.423
.688
1.453
Harga
.375
.147
.287
.688
1.453
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123
Analisa Regresi II
Model Summaryb
Model
Std. Error of the
R
1
R Square
.637
a
Adjusted R Square
.405
Estimate
.388
2.21055
a. Predictors: (Constant), Harga, Kualitas Produk
b. Dependent Variable: kesetiaan
ANOVAb
Model
1
Sum of Squares
df
Mean Square
Regression
229.940
2
114.970
Residual
337.171
69
4.887
Total
567.111
71
F
23.528
Sig.
.000a
a. Predictors: (Constant), Harga, Kualitas Produk
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124
ANOVAb
Model
1
Sum of Squares
df
Mean Square
F
Regression
229.940
2
114.970
Residual
337.171
69
4.887
Total
567.111
71
Sig.
.000a
23.528
a. Predictors: (Constant), Harga, Kualitas Produk
b. Dependent Variable: kesetiaan
Model
Unstandardized
Standardized
Collinearity
Coefficients
Coefficients
Statistics
Toleran
B
1
(Constant)
Std. Error
ce
VIF
2.495
2.219
Kualitas Produk
.431
.106
.455
.688
1.453
Harga
.272
.117
.259
.688
1.453
Model
Unstandardized
Standardized
Coefficients
Coefficients
B
1
Beta
(Constant)
Std. Error
2.495
2.219
Kualitas Produk
.431
.106
Harga
.272
.117
Beta
t
Sig.
1.125
.265
.455
4.061
.000
.259
2.317
.023
Collinearity Diagnosticsa
Model
Dimension
Variance Proportions
Eigenvalue
1
Condition Index
(Constant)
Kualitas Produk
Harga
1
2.982
1.000
.00
.00
.00
2
.010
16.883
.62
.00
.72
3
.007
20.397
.38
1.00
.27
a. Dependent Variable: kesetiaan
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Residuals Statisticsa
Minimum
Predicted Value
Maximum
Mean
Std. Deviation
N
13.0851
22.9720
17.6111
1.79961
72
-2.515
2.979
.000
1.000
72
.264
.879
.434
.123
72
12.9748
22.7790
17.5967
1.79774
72
-7.13869
4.51623
.00000
2.17919
72
Std. Residual
-3.229
2.043
.000
.986
72
Stud. Residual
-3.269
2.133
.003
1.007
72
-7.31679
4.92294
.01444
2.27611
72
-3.531
2.191
.001
1.031
72
Mahal. Distance
.030
10.240
1.972
1.851
72
Cook's Distance
.000
.137
.015
.026
72
Centered Leverage Value
.000
.144
.028
.026
72
Std. Predicted Value
Standard Error of Predicted
Value
Adjusted Predicted Value
Residual
Deleted Residual
Stud. Deleted Residual
a. Dependent Variable: kesetiaan
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Universitas Sumatera Utara
Lampiran 1
KUISIONER PENELITIAN
Medan,
2016
Kepada Yth,
Bapak/Ibu/SaudaraResponden
Di
Tempat
Dengan Hormat,
Sehubungan dengan penyusunan skripsi saya yang berjudul ” Pengaruh Kualitas
Produk dan Harga Terhadap Kepuasan dan Kesetiaan Pelanggan Fashion
Crispyduck Pada Toko Skate Element Medan”dengan ini saya memohon
kesediaan Bapak/Ibu/Saudara untuk berpartisipasi mengisi kuesioner ini.
Kerahasiaan identitas Bapak/Ibu/Saudara dari hasil penelitian ini dijamin hanya
digunakan untuk kepentingan akademis.
Demikian disampaikan, atas kesediaan dan partisipasi Bapak/Ibu/Saudara untuk
mengisi dan mengembalikan kuesioner ini saya mengucapkan terima kasih.
Hormat Saya,
(William Liecardo)
Universitas Sumatera Utara
102
Petunjuk Pengisian Kuesioner
A. Pilihlah jawaban dengan memberi tanda check (√) pada salah satu jawaban
paling sesuai menurut Saudara. Penilaian dapat dilakukan berdasarkan skala
berikut ini:
B.
Jawaban Sangat Setuju (SS)
:5
Jawaban Setuju (S)
:4
Jawaban Kurang Setuju (KS)
:3
Jawaban Tidak Setuju (TS)
:2
Jawaban Sangat Tidak Setuju (STS)
:1
Identitas Responden
No. Responden
: ……………………………….
Nama
: ……………………………….
Jenis Kelamin
: ☐ LAKI-LAKI
Pekerjaan
☐ PEREMPUAN
: ☐PELAJAR/MAHASISWA ☐WIRASWASTA
☐KARYAWAN
☐LAINNYA
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103
Kualitas Produk (X1)
PERNYATAAN
No
1
Produk yang dijual di Toko Skate Element
memiliki ciri yang berbeda dari produk
lain
2
Saya merasakan kenyamanan jika
memakai produk yang dijual Toko Skate
Element.
3
Produk yang dijual Toko Skate Element
tahan lama.
4
Toko Skate Element menjual produk dari
bahan-bahan yang berkualitas.
5
Dibandingkan toko lain, produk yang
dijual produk Toko Skate Element
memiliki daya tahan yang cukup baik.
6
Toko Skate Element selalu menjaga
kualitas produk yang dijual.
7
Produk yang dijual Toko Skate Element di
desain dengan sangat menarik.
8
SS
S
KS
TS
STS
5
4
3
2
1
Bentuk dan tampilan produk yang dijual
Toko Skate Element terkesan indah
dipandang mata.
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Harga (X2)
No
PERNYATAAN
1
Toko Skate Element menjual produk
dengan harga yang mampu dijangkau
pelanggan.
2
Harga bervariasi sesuai dengan kualitas
produk.
3
Harga jual produk sesuai dengan kualitas
produk dijual.
4
Harga yang sesuai dengan kualitas dengan
produk yang dihasilkan merupakan salah
satu alasan konsumen untuk melakukan
pembelian
5
Toko Skate Element menawarkan harga
yang cukup bersaing.
6
Toko Skate Element
mengikuti harga pasar
SS
S
KS
TS
STS
5
4
3
2
4
SS
S
KS
TS
STS
5
4
3
2
1
menjual produk
Kepuasan (Z)
No
PERNYATAAN
1
Pelanggan Toko Skate Element cukup puas
dengan produk yang dijual.
2
Toko Skate Element selalu cepat tanggap
dalam mengatasi keluhan konsumen.
3
Saya merasa puas dengan seluruh produk
yang dijual Toko Skate Element.
4
Produk yang dijual sesuai dengan
keinginan.
5
Saya senang melakukan pembelian di Toko
Skate Element.
6
Saya nyaman menggunakan produk yang
dijual Toko Skate Element.
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7
Produk yang dijual Toko Skate Element
melebihi apa yang diinginkan pelanggan.
8
Toko Skate Element memenuhi kebutuhan
kebutuhan saya
Kesetiaan (Y)
No
PERNYATAAN
1
Sayaselalu membelisetiap Toko Skate
Element mengeluarkan produk terbaru.
2
Jika saya berkunjung ke Toko Skate
Element, saya selalu melakukan pembelian,
walaupun tidak membutuhkan produk yang
dijual.
3
Saya selalu membeli lebih dari satuproduk
yang dijual Toko Skate Element.
4
Saya akan merekomendasikan kepada orang
lain untuk berbelanja ke Toko Skate
Element
5
Jika saya berkunjung dan bertemu dengan
calon pembeli, saya selalu siap sedia
menyarankan ke calon pembeli untuk
membeli produk yang dijual Toko Skate
Element
6
Saya akan tetap setia terhadap produk distro
walaupun bermunculan produk pesaing dengan
desain dan harga yang lebih menarik
SS
S
KS
TS
STS
5
4
3
2
1
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106
Lampiran Dodo
Correlations
Q1
Q1 Pearson Correlation
Sig. (2-tailed)
N
Q2 Pearson Correlation
Sig. (2-tailed)
N
Q0 Pearson Correlation
3 Sig. (2-tailed)
N
Q4 Pearson Correlation
Sig. (2-tailed)
N
Q5 Pearson Correlation
Sig. (2-tailed)
N
Q6 Pearson Correlation
Sig. (2-tailed)
N
Q7 Pearson Correlation
Sig. (2-tailed)
N
Q8 Pearson Correlation
Sig. (2-tailed)
N
X1 Pearson Correlation
Sig. (2-tailed)
N
1
30
.725**
.000
30
.558**
.001
30
.259
.167
30
.447*
.013
30
.697**
.000
30
.230
.222
30
.813**
.000
30
.809**
.000
30
Q2
.725**
.000
30
1
30
.538**
.002
30
.116
.542
30
.393*
.032
30
.927**
.000
30
.103
.588
30
.590**
.001
30
.738**
.000
30
Q3
.558**
.001
30
.538**
.002
30
1
30
.414*
.023
30
.920**
.000
30
.391*
.033
30
.258
.169
30
.414*
.023
30
.805**
.000
30
Q4
.259
.167
30
.116
.542
30
.414*
.023
30
1
30
.453*
.012
30
.168
.374
30
.650**
.000
30
.330
.075
30
.612**
.000
30
Q5
.447*
.013
30
.393*
.032
30
.920**
.000
30
.453*
.012
30
1
30
.267
.153
30
.308
.098
30
.347
.060
30
.754**
.000
30
Q6
.697**
.000
30
.927**
.000
30
.391*
.033
30
.168
.374
30
.267
.153
30
1
30
.150
.430
30
.589**
.001
30
.699**
.000
30
Q7
.230
.222
30
.103
.588
30
.258
.169
30
.650**
.000
30
.308
.098
30
.150
.430
30
1
30
.293
.116
30
.544**
.002
30
Q8
.813**
.000
30
.590**
.001
30
.414*
.023
30
.330
.075
30
.347
.060
30
.589**
.001
30
.293
.116
30
1
30
.749**
.000
30
X1
.809**
.000
30
.738**
.000
30
.805**
.000
30
.612**
.000
30
.754**
.000
30
.699**
.000
30
.544**
.002
30
.749**
.000
30
1
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
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107
Correlations
Q9
Q10
Q11
Q9
Pearson Correlation
1
.260
.746**
Sig. (2-tailed)
.166
.000
N
30
30
30
Q10
Pearson Correlation
.260
1
.445*
Sig. (2-tailed)
.166
.014
N
30
30
30
Q11
Pearson Correlation
.746**
.445*
1
Sig. (2-tailed)
.000
.014
N
30
30
30
Q12
Pearson Correlation
.915**
.293
.762**
Sig. (2-tailed)
.000
.116
.000
N
30
30
30
Q13
Pearson Correlation
.286
.404*
.336
Sig. (2-tailed)
.126
.027
.069
N
30
30
30
**
Q14
Pearson Correlation
.509
.338
.725**
Sig. (2-tailed)
.004
.068
.000
N
30
30
30
X2
Pearson Correlation
.838**
.593**
.903**
Sig. (2-tailed)
.000
.001
.000
N
30
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Q12
.915**
.000
30
.293
.116
30
.762**
.000
30
1
30
.248
.187
30
.453*
.012
30
.826**
.000
30
Q13
.286
.126
30
.404*
.027
30
.336
.069
30
.248
.187
30
1
30
.369*
.045
30
.557**
.001
30
Q14
.509**
.004
30
.338
.068
30
.725**
.000
30
.453*
.012
30
.369*
.045
30
1
30
.769**
.000
30
X2
.838**
.000
30
.593**
.001
30
.903**
.000
30
.826**
.000
30
.557**
.001
30
.769**
.000
30
1
30
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108
Q15
Q15
Q16
.555**
.001
30
1
Pearson Correlation
1
Sig. (2-tailed)
N
30
Q16
Pearson Correlation
.555**
Sig. (2-tailed)
.001
N
30
30
Q17
Pearson Correlation
.429*
.623**
Sig. (2-tailed)
.018
.000
N
30
30
Q18
Pearson Correlation
.024
.142
Sig. (2-tailed)
.899
.455
N
30
30
Q19
Pearson Correlation
.434*
.668**
Sig. (2-tailed)
.017
.000
N
30
30
Q20
Pearson Correlation
.408*
.638**
Sig. (2-tailed)
.025
.000
N
30
30
Q21
Pearson Correlation
.534**
.638**
Sig. (2-tailed)
.002
.000
N
30
30
Q22
Pearson Correlation
.341
.736**
Sig. (2-tailed)
.065
.000
N
30
30
Y1
Pearson Correlation
.632**
.839**
Sig. (2-tailed)
.000
.000
N
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Correlations
Q17
Q18
*
.429
.024
.018
.899
30
30
**
.623
.142
.000
.455
30
30
1
.228
.227
30
30
.228
1
.227
30
30
.705**
.313
.000
.092
30
30
.707**
.013
.000
.945
30
30
.645**
.188
.000
.319
30
30
.615**
.334
.000
.071
30
30
.840**
.399*
.000
.029
30
30
Q19
.434*
.017
30
.668**
.000
30
.705**
.000
30
.313
.092
30
1
30
.731**
.000
30
.601**
.000
30
.563**
.001
30
.843**
.000
30
Q20
.408*
.025
30
.638**
.000
30
.707**
.000
30
.013
.945
30
.731**
.000
30
1
30
.538**
.002
30
.560**
.001
30
.775**
.000
30
Q21
.534**
.002
30
.638**
.000
30
.645**
.000
30
.188
.319
30
.601**
.000
30
.538**
.002
30
1
30
.513**
.004
30
.768**
.000
30
Q22
.341
.065
30
.736**
.000
30
.615**
.000
30
.334
.071
30
.563**
.001
30
.560**
.001
30
.513**
.004
30
1
30
.801**
.000
30
Y1
.632**
.000
30
.839**
.000
30
.840**
.000
30
.399*
.029
30
.843**
.000
30
.775**
.000
30
.768**
.000
30
.801**
.000
30
1
30
Universitas Sumatera Utara
109
Correlations
Q23
Q23
Q24
.229
.224
30
1
Pearson Correlation
1
Sig. (2-tailed)
N
30
Q24
Pearson Correlation
.229
Sig. (2-tailed)
.224
N
30
30
Q25
Pearson Correlation
.573**
.485**
Sig. (2-tailed)
.001
.007
N
30
30
Q26
Pearson Correlation
.406*
.357
Sig. (2-tailed)
.026
.053
N
30
30
Q27
Pearson Correlation
.421*
.509**
Sig. (2-tailed)
.020
.004
N
30
30
Q28
Pearson Correlation
.280
.464**
Sig. (2-tailed)
.134
.010
N
30
30
**
Y2
Pearson Correlation
.608
.686**
Sig. (2-tailed)
.000
.000
N
30
30
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Q25
.573**
.001
30
.485**
.007
30
1
30
.836**
.000
30
.819**
.000
30
.524**
.003
30
.905**
.000
30
Q26
.406*
.026
30
.357
.053
30
.836**
.000
30
1
30
.787**
.000
30
.626**
.000
30
.858**
.000
30
Q27
.421*
.020
30
.509**
.004
30
.819**
.000
30
.787**
.000
30
1
30
.368*
.045
30
.840**
.000
30
Q28
.280
.134
30
.464**
.010
30
.524**
.003
30
.626**
.000
30
.368*
.045
30
1
30
.720**
.000
30
Y2
.608**
.000
30
.686**
.000
30
.905**
.000
30
.858**
.000
30
.840**
.000
30
.720**
.000
30
1
30
Universitas Sumatera Utara
110
Reliability Statistics
Cronbach's Alpha
N of Items
.858
8
Reliability Statistics
Cronbach's Alpha
N of Items
.847
6
Reliability Statistics
Cronbach's Alpha
N of Items
.869
8
Reliability Statistics
Cronbach's Alpha
N of Items
.856
6
Descriptive Statistics
N
Minimum
Maximum
Mean
Std. Deviation
Kualitas Produk
72
17.00
33.00
23.4722
2.97867
Harga
72
11.00
23.00
18.3889
2.69875
kepuasan
72
18.00
32.00
24.9444
3.52412
kesetiaan
72
12.00
24.00
17.6111
2.82621
Valid N (listwise)
72
Kualitas Produk
VAR00001
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
23
31.9
31.9
31.9
3.00
33
45.8
45.8
77.8
4.00
13
18.1
18.1
95.8
5.00
3
4.2
4.2
100.0
Total
72
100.0
100.0
Universitas Sumatera Utara
111
VAR00002
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
26
36.1
36.1
37.5
3.00
35
48.6
48.6
86.1
4.00
9
12.5
12.5
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
VAR00003
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
25
34.7
34.7
36.1
3.00
27
37.5
37.5
73.6
4.00
19
26.4
26.4
100.0
Total
72
100.0
100.0
VAR00004
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
22
30.6
30.6
30.6
3.00
39
54.2
54.2
84.7
4.00
10
13.9
13.9
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
VAR00005
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
17
23.6
23.6
23.6
3.00
43
59.7
59.7
83.3
Universitas Sumatera Utara
112
4.00
12
16.7
16.7
Total
72
100.0
100.0
100.0
VAR00006
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
24
33.3
33.3
33.3
3.00
29
40.3
40.3
73.6
4.00
18
25.0
25.0
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
VAR00007
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
19
26.4
26.4
26.4
3.00
33
45.8
45.8
72.2
4.00
19
26.4
26.4
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
VAR00008
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
14
19.4
19.4
19.4
3.00
38
52.8
52.8
72.2
4.00
18
25.0
25.0
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Harga
X2.1
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
21
29.2
29.2
31.9
Universitas Sumatera Utara
113
3.00
30
41.7
41.7
73.6
4.00
18
25.0
25.0
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
X2.2
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
16
22.2
22.2
23.6
3.00
35
48.6
48.6
72.2
4.00
19
26.4
26.4
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
X2.3
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
18
25.0
25.0
27.8
3.00
31
43.1
43.1
70.8
4.00
17
23.6
23.6
94.4
5.00
4
5.6
5.6
100.0
Total
72
100.0
100.0
X2.4
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
17
23.6
23.6
26.4
3.00
29
40.3
40.3
66.7
4.00
22
30.6
30.6
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Universitas Sumatera Utara
114
X2.5
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
9
12.5
12.5
15.3
3.00
33
45.8
45.8
61.1
4.00
28
38.9
38.9
100.0
Total
72
100.0
100.0
X2.6
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
18
25.0
25.0
27.8
3.00
25
34.7
34.7
62.5
4.00
25
34.7
34.7
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Kepuasan
Z1
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
16
22.2
22.2
23.6
3.00
23
31.9
31.9
55.6
4.00
31
43.1
43.1
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z2
Cumulative
Frequency
Valid
1.00
Percent
2
2.8
Valid Percent
2.8
Percent
2.8
Universitas Sumatera Utara
115
2.00
17
23.6
23.6
26.4
3.00
23
31.9
31.9
58.3
4.00
30
41.7
41.7
100.0
Total
72
100.0
100.0
Z3
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
22
30.6
30.6
31.9
3.00
21
29.2
29.2
61.1
4.00
27
37.5
37.5
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z4
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
20
27.8
27.8
29.2
3.00
29
40.3
40.3
69.4
4.00
21
29.2
29.2
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z5
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
2.00
14
19.4
19.4
19.4
3.00
35
48.6
48.6
68.1
4.00
23
31.9
31.9
100.0
Total
72
100.0
100.0
Z6
Universitas Sumatera Utara
116
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
16
22.2
22.2
25.0
3.00
26
36.1
36.1
61.1
4.00
27
37.5
37.5
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z7
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
17
23.6
23.6
26.4
3.00
30
41.7
41.7
68.1
4.00
22
30.6
30.6
98.6
5.00
1
1.4
1.4
100.0
Total
72
100.0
100.0
Z8
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
10
13.9
13.9
15.3
3.00
34
47.2
47.2
62.5
4.00
25
34.7
34.7
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Kesetiaan
Y1
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
29
40.3
40.3
43.1
3.00
26
36.1
36.1
79.2
Universitas Sumatera Utara
117
4.00
15
20.8
20.8
Total
72
100.0
100.0
100.0
Y2
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
24
33.3
33.3
36.1
3.00
25
34.7
34.7
70.8
4.00
21
29.2
29.2
100.0
Total
72
100.0
100.0
Y3
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
21
29.2
29.2
31.9
3.00
29
40.3
40.3
72.2
4.00
17
23.6
23.6
95.8
5.00
3
4.2
4.2
100.0
Total
72
100.0
100.0
Y4
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
24
33.3
33.3
36.1
3.00
26
36.1
36.1
72.2
4.00
18
25.0
25.0
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Y5
Universitas Sumatera Utara
118
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
2
2.8
2.8
2.8
2.00
20
27.8
27.8
30.6
3.00
19
26.4
26.4
56.9
4.00
31
43.1
43.1
100.0
Total
72
100.0
100.0
Y6
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
1.00
1
1.4
1.4
1.4
2.00
25
34.7
34.7
36.1
3.00
23
31.9
31.9
68.1
4.00
21
29.2
29.2
97.2
5.00
2
2.8
2.8
100.0
Total
72
100.0
100.0
Uji Normalitas
Variabel Intervening
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N
Normal Parameters
72
a,b
Mean
Std. Deviation
Most Extreme Differences
.0000000
2.73595908
Absolute
.092
Positive
.092
Negative
-.072
Kolmogorov-Smirnov Z
.785
Asymp. Sig. (2-tailed)
.569
a. Test distribution is Normal.
b. Calculated from data.
Universitas Sumatera Utara
119
Coefficientsa
Model
Standardized
Unstandardized Coefficients
B
1
Coefficients
Std. Error
Beta
(Constant)
3.281
1.586
Kualitas Produk
-.149
.076
.131
.084
Harga
t
Sig.
2.069
.042
-.276
-1.958
.054
.220
1.563
.123
a. Dependent Variable: ABS_RES
Uji Asumsi II
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N
72
Normal Parameters
a,b
Mean
.0000000
Std. Deviation
Most Extreme Differences
2.17919386
Absolute
.096
Positive
.096
Negative
-.070
Kolmogorov-Smirnov Z
.817
Asymp. Sig. (2-tailed)
.516
a. Test distribution is Normal.
b. Calculated from data.
Coefficientsa
Model
Standardized
Unstandardized Coefficients
B
1
(Constant)
Kualitas Produk
Harga
Coefficients
Std. Error
Beta
.884
1.477
-.039
.071
.089
.078
t
Sig.
.598
.552
-.080
-.558
.578
.165
1.147
.256
a. Dependent Variable: ABS_RES
Analisa Regresi
Model Summaryb
Model
Std. Error of the
R
dimens ion0
1
R Square
.630a
Adjusted R Square
.397
.380
Estimate
2.77533
a. Predictors: (Constant), Harga, Kualitas Produk
Universitas Sumatera Utara
120
Model Summaryb
Model
Std. Error of the
R
dimens ion0
1
R Square
.630
a
Adjusted R Square
.397
Estimate
.380
2.77533
a. Predictors: (Constant), Harga, Kualitas Produk
b. Dependent Variable: kepuasan
ANOVAb
Model
1
Sum of Squares
df
Mean Square
Regression
350.309
2
175.155
Residual
531.469
69
7.702
Total
881.778
71
F
Sig.
.000a
22.740
a. Predictors: (Constant), Harga, Kualitas Produk
b. Dependent Variable: kepuasan
Model
Standardized
Unstandardized Coefficients
B
1
(Constant)
Std. Error
6.297
2.786
Kualitas Produk
.501
.133
Harga
.375
.147
Model
Beta
t
Sig.
2.260
.027
.423
3.755
.000
.287
2.550
.013
Standardized
Unstandardized Coefficients
B
1
Coefficients
(Constant)
Std. Error
Coefficients
Beta
Collinearity Statistics
Tolerance
VIF
6.297
2.786
Kualitas Produk
.501
.133
.423
.688
1.453
Harga
.375
.147
.287
.688
1.453
Universitas Sumatera Utara
121
Universitas Sumatera Utara
122
Universitas Sumatera Utara
123
Analisa Regresi II
Model Summaryb
Model
Std. Error of the
R
1
R Square
.637
a
Adjusted R Square
.405
Estimate
.388
2.21055
a. Predictors: (Constant), Harga, Kualitas Produk
b. Dependent Variable: kesetiaan
ANOVAb
Model
1
Sum of Squares
df
Mean Square
Regression
229.940
2
114.970
Residual
337.171
69
4.887
Total
567.111
71
F
23.528
Sig.
.000a
a. Predictors: (Constant), Harga, Kualitas Produk
Universitas Sumatera Utara
124
ANOVAb
Model
1
Sum of Squares
df
Mean Square
F
Regression
229.940
2
114.970
Residual
337.171
69
4.887
Total
567.111
71
Sig.
.000a
23.528
a. Predictors: (Constant), Harga, Kualitas Produk
b. Dependent Variable: kesetiaan
Model
Unstandardized
Standardized
Collinearity
Coefficients
Coefficients
Statistics
Toleran
B
1
(Constant)
Std. Error
ce
VIF
2.495
2.219
Kualitas Produk
.431
.106
.455
.688
1.453
Harga
.272
.117
.259
.688
1.453
Model
Unstandardized
Standardized
Coefficients
Coefficients
B
1
Beta
(Constant)
Std. Error
2.495
2.219
Kualitas Produk
.431
.106
Harga
.272
.117
Beta
t
Sig.
1.125
.265
.455
4.061
.000
.259
2.317
.023
Collinearity Diagnosticsa
Model
Dimension
Variance Proportions
Eigenvalue
1
Condition Index
(Constant)
Kualitas Produk
Harga
1
2.982
1.000
.00
.00
.00
2
.010
16.883
.62
.00
.72
3
.007
20.397
.38
1.00
.27
a. Dependent Variable: kesetiaan
Universitas Sumatera Utara
125
Residuals Statisticsa
Minimum
Predicted Value
Maximum
Mean
Std. Deviation
N
13.0851
22.9720
17.6111
1.79961
72
-2.515
2.979
.000
1.000
72
.264
.879
.434
.123
72
12.9748
22.7790
17.5967
1.79774
72
-7.13869
4.51623
.00000
2.17919
72
Std. Residual
-3.229
2.043
.000
.986
72
Stud. Residual
-3.269
2.133
.003
1.007
72
-7.31679
4.92294
.01444
2.27611
72
-3.531
2.191
.001
1.031
72
Mahal. Distance
.030
10.240
1.972
1.851
72
Cook's Distance
.000
.137
.015
.026
72
Centered Leverage Value
.000
.144
.028
.026
72
Std. Predicted Value
Standard Error of Predicted
Value
Adjusted Predicted Value
Residual
Deleted Residual
Stud. Deleted Residual
a. Dependent Variable: kesetiaan
Universitas Sumatera Utara
126
Universitas Sumatera Utara