ANALISIS ELECTRONIC SERVICE QUALITY (E-SERVICE QUALITY), NILAI YANG DIRASAKAN, DAN KEPUASAN KONSUMEN PADA LOYALITAS KONSUMEN DALAM PEMBELIAN ONLINE MELALUI ZALORA.CO.ID.
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ABSTRAK
Analisis Electronic Service Quality (E-Service Quality), Nilai Yang
Dirasakan, Dan Kepuasan Konsumen Pada Loyalitas Konsumen Dalam
Pembelian Online Melalui Zalora.Co.Id
DIAN AJENG PRABANDARI
F1212020
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh dari eservice quality, nilai yang dirasakan, dan kepuasan konsumen pada loyalitas
konsumen dalam pembelian online melalui Zalora.co.id.
Populasi dalam penelitian ini adalah individu yang sudah pernah
melakukan pembelian secara online melalui Zalora.co.id dan berminat untuk
loyal. Sampel dalam penelitian ini sebanyak 185 responden yang diambil secara
convenience sampling.
Hasil penelitian menyimpulkan bahwa (1) e-service quality berpengaruh
signifikan pada loyalitas konsumen (2) e-service quality berpengaruh signifikan
pada kepuasan konsumen (3) e-service quality berpengaruh signifikan pada nilai
yang dirasakan konsumen (4) nilai yang dirasakan konsumen berpengaruh
signikan pada kepuasan konsumen (5) nilai yang dirasakan konsumen tidak
berpengaruh pada loyalitas konsumen (6) kepuasan konsumen berpengaruh
signifikan pada loyalitas konsumen.
Penelitian ini dapat digunakan sebagai acuan bagi para praktisi dalam
mengambil langkah-langkah keputusan untuk menentukan strategi pemasaran
guna meningkatkan kualitas, kepuasan konsumen, serta membentuk loyalitas
kosnumen Zalora.co.id.
Kata kunci :
e-service quality, nilai yang dirasakan konsumen, kepuasan
konsumen, loyalitas konsumen.
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ABSTRACT
Analysis of the Electronic Service Quality (E-Service Quality), Perceived
Value, Customer Satisfaction and Customer Loyalty In On Online
Purchases Through Zalora.Co.Id
DIAN AJENG Prabandari
F1212020
The purpose of this study was to determine the effect of e-service quality,
perceived value and customer satisfaction on consumer loyalty in online
purchases through Zalora.co.id.
The population in this study is the individual who have been making a
purchase online through Zalora.co.id interested to loyal. The sample in this study
of 185 respondents drawn by convenience sampling.
The study concluded that (1) e-service quality has a significant effect on
customer loyalty (2) e-service quality has a significant effect on customer
satisfaction (3) e-service quality has a significant effect on consumer perceived
value (4) consumer perceived value has a significant effect on customer
satisfaction (5) consumer perceived value has no effect on customer loyalty (6)
customer satisfaction has a significant effect on customer loyalty.
This study can be used as a reference for practitioners in taking measures
decision to determine the marketing strategy to improve the quality, customer
satisfaction, and loyalty form kosnumen Zalora.co.id.
Keywords:
e-service quality, customer perceived value, customer satisfaction,
customer loyalty.
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øØòÎò ×¾²« Ó¿¶¿¸÷
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KATA PENGANTAR
Puji Syukur kehadirat Tuhan Yang Maha Esa atas berkat dan rahmat-Nya
yang dilimpahkan pada kita semua sehingga penulis dapat menyelesaikan
penelitian ini dengan judul “Analisis Electronic Service Quality (E-Service
Quality), Nilai Yang Dirasakan, Dan Kepuasan Konsumen Pada Loyalitas
Konsumen Dalam Pembelian Online Melalui Zalora.co.id”. Tujuan dari
penulisan penelitian ini adalah untuk melengkapi dan memenuhi persyaratan
guna memperoleh gelar Sarjana Ekonomi pada Fakultas Ekonomi dan Bisnis
Universitas Sebelas Maret Surkarta.
Penyusunan penelitian ini tidak akan berhasil dengan baik tanpa adanya
bantuan, dorongan, dan bimbingan dari berbagai pihak. Dalam kesempatan ini,
dengan segala kerendahan hati penulis ingin menyampaikan rasa terima kasih
yang tak terhingga kepada pihak-pihak yang telah membantu secara langsung
maupun tidak langsung yang telah mengarahkan, dan memberikan motivasi bagi
penulis sehingga tersusunnya penelitian ini, khususnya kepada :
1. Dr. Wisnu Untoro, M.S, selaku Dekan Fakultas Ekonomi dan Bisnis
Universitas Sebelas Maret Surakarta.
2. Dr. Hunik Sri Runing S, M.Si, selaku ketua Jurusan Manajemen Fakultas
Ekonomi dan Bisnis Universitas Sebelas Maret Surakarta.
3. Amina
Sukma
Dewi,
S.E.,
M.Scselaku
Dosen
PembimbingDosen
Pembimbing yang telah berkenan memberikan waktu dan bimbingannya
dalam menyelesaikan penelitian ini.
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4. Drs. Harmadi, M.M, selaku Dosen Pembimbing Akademik yang telah
memberikan bimbingan kepada penulis.
5. Seluruh Dosen Pengajar dan Pengelola Program Sarjana Fakultas Ekonomi
dan Bisnis Universitas Sebelas Maret Surakarta yang telah memberikan ilmu
yang bermanfaat dan memberikan bantuan selama penulis mengikuti
perkuliahan.
6. Almarhummah ibuku (Sudarti) dan Ayahku (Giyono Hari Susanto) yang
senantiasa berdoa untuk kebaikanku
dan selalu memberikan cinta serta
kasih sayang yang berlimpah untuk ku.
7. Kakak ku (Dyah Ayu Pramesthi dan Dina Anggun Pratiwi), keponakanku
(Anindhita Mellani P, Aulia Bunga R, Arya Ganesha Y) terima kasih atas
canda tawa selama ini.
8. Orang terdekatku (Damar Yan P) yang selalu berdiri disampingku
memberikan semangat dan motivasi.
9. Teman-teman ku (Yuke, Yenni, Brilian, Inez, Desmawati) yang senantiasa
memberikan dukungan dalam penyelesaian skripsi ini.
10. Semua teman-teman Manajemen Transfer 2012.
Penulis menyadari bahwa dalam penulisan penelitian ini masih jauh dari
sempurna. Oleh karena itu, kritik dan saran sangat diharapkan dari berbagai
pihak demi kesempurnaan penulisan penelitian ini.
Surakarta, Mei 2015
Penulis
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DAFTAR ISI
Halaman
HALAMAN JUDUL........................................................................................
i
HALAMAN ABSTRAKSI ...............................................................................
ii
HALAMAN PERSETUJUAN ........................................................................
iv
HALAMAN PENGESAHAN...........................................................................
v
HALAMAN MOTO.........................................................................................
vii
HALAMAN PERSEMBAHAN ........................................................................
viii
HALAMAN KATA PENGANTAR ...................................................................
ix
HALAMAN DAFTAR ISI................................................................................
xi
HALAMAN DAFTAR TABEL .........................................................................
xiv
HALAMAN DAFTAR GAMBAR.....................................................................
xv
HALAMAN DAFTAR LAMPIRAN ..................................................................
xvi
BAB I
PENDAHULUAN
A............................................................................................ Latar
Belakang..........................................................................
1
B............................................................................................ Peru
musan Masalah ...............................................................
9
C............................................................................................ Tujua
n Penelitian......................................................................
10
D............................................................................................ Manf
aat Penelitian ..................................................................
10
BAB II
TINJAUAN PUSTAKA
A............................................................................................ Land
asan Teori........................................................................
12
1. ..................................................................................... Kualit
as Layanan ................................................................
12
2. ..................................................................................... Electr
onic Service Quality ...................................................
13
3. ..................................................................................... Nilai
Yang Dirasakan Konsumen........................................
17
4. ..................................................................................... Kepu
asan Pelanggan ........................................................
18
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5. ..................................................................................... Kepe
rcayaan .....................................................................
18
6. ..................................................................................... Loyal
itas .............................................................................
19
B............................................................................................ Studi
Emperis ...........................................................................
21
C............................................................................................ Hipot
esis ..................................................................................
23
D............................................................................................ Mode
l Penelitian .......................................................................
29
BAB III
METODE PENELITIAN
A............................................................................................ Jenis
Penelitian dan Sumber Data ............................................
31
1. ..................................................................................... Desai
n Penelitian ................................................................
31
2. ..................................................................................... Sum
ber Data .....................................................................
32
B............................................................................................ Popul
asi, Sampel, dan Teknik Sampling ...................................
32
1. ..................................................................................... Popul
asi .............................................................................
33
2. ..................................................................................... Sam
pel .............................................................................
33
3. ..................................................................................... Tekni
k pengambilan Sampel ..............................................
33
C............................................................................................ Varia
bel Penelitian dan Definisi Operasional ...........................
33
1. ..................................................................................... Elect
onic Service Quality ...................................................
34
2. ..................................................................................... Nilai
yang dirasa konsumen ...............................................
36
3. ..................................................................................... Kepu
asan ..........................................................................
36
4. ..................................................................................... Loyal
itas ............................................................................
37
D............................................................................................ Meto
de Pengumpulan Data ....................................................
38
E............................................................................................ Meto
de Analisis Data ..............................................................
38
1. ..................................................................................... Anali
sis Deskriptif ..............................................................
38
2. ..................................................................................... Anali
sis statistik ................................................................
38
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3. ..................................................................................... Peng
ujian Model ................................................................
40
4. ..................................................................................... Peng
ujian Hipotesis............................................................
42
BAB IV
METODE PENELITIAN
A............................................................................................ Anali
sis Deskriptif ....................................................................
44
1. ..................................................................................... Berd
asarkan Jenis Kelamin ..............................................
45
2. ..................................................................................... Berd
asarkan Pendidikan....................................................
45
3. ..................................................................................... Berd
asarkan Pekerjaan .....................................................
47
4. ..................................................................................... Berd
asarkan Penghasilan..................................................
48
B............................................................................................ Uji
Instrumen Penelitian ........................................................
48
1. ..................................................................................... Uji
Validitas pretest .........................................................
48
2. ..................................................................................... Uji
Reliabilitas pretes.......................................................
51
3. ..................................................................................... Uji
Validitas Sampel Besar ..............................................
52
4. ..................................................................................... Uji
Reliabilitas Sampel Besar ..........................................
54
C............................................................................................ Uji
Measurement of Fit Model ...............................................
55
1. ..................................................................................... Fit
2. ..................................................................................... AFIT
3. ..................................................................................... GFI
4. ..................................................................................... SRM
R ...............................................................................
57
D............................................................................................ Uji
Hipotesis .........................................................................
57
1. ..................................................................................... Path
Coefficients ................................................................
57
2. ..................................................................................... Mode
l Hasil Penelitian ........................................................
58
E............................................................................................ Uji
Mediasi ............................................................................
59
F. ........................................................................................... Pem
bahasan...........................................................................
61
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56
56
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BAB V
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PENUTUP
A............................................................................................ Kesi
mpulan ............................................................................
68
B............................................................................................ Keter
batasan Penelitian ..........................................................
69
C............................................................................................ Impli
kasi .................................................................................
69
1. Implikasi bagi Akademisi ............................................
69
2. Implikasi bagi Praktisi.................................................
70
3. Implikasi bagi Peneliti.................................................
71
4. Implikasi bagi Penelitian Selanjutnya .........................
72
DAFTAR PUSTAKA
LAMPIRAN
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DAFTAR TABEL
Halaman
Tabel II.1 Penelitian Terdahulu ..................................................................
22
Tabel III.1 Tingkat Reliable Berdasarkan Nilai Alpha ....................................
40
Tabel III.2 Kriteria SRMR ..............................................................................
42
Tabel III.3 Tabel Z value ...............................................................................
43
Tabel IV.1Karakteristik Responden Berdasarkan Jenis Kelamin ..................
45
Tabel IV.2Karakteristik Responden Berdasarkan Pendidikan ......................
46
Tabel IV.3Karakteristik Responden Berdasarkan Pekerjaan ........................
47
Tabel IV.4 Karakteristik Responden Berdasarkan Penghasilan ....................
48
Tabel IV.6 Hasil Uji Validitas Pretest.............................................................
50
Tabel IV.7 Hasil Uji Reliablitas Pretest .........................................................
51
Tabel IV.9 Hasil Uji Validitas Sampel Besar..................................................
53
Tabel IV.10 Hasil Reliabilitas Sampel Besar .................................................
54
Tabel IV.11 Model Fit ...................................................................................
55
Tabel IV.12 Path Coefficient .........................................................................
57
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DAFTAR GAMBAR
Halaman
Gambar II.1 Model Penelitian ......................................................................
29
Gambar Model Struktural dan path coefiicients ............................................
58
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DAFTAR LAMPIRAN
1.
Data Mentah Penelitian
2.
Kuesioner
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ÍÕÎ×ÐÍ×
Ü·-«-«² «²¬«µ Ó»´»²¹µ¿°· Ì«¹¿-óÌ«¹¿- ¼¿² Ó»³»²«¸· л®-§¿®¿¬¿² Ù«²¿ Ó»®¿·¸
Ù»´¿® Í¿®¶¿²¿ Ûµ±²±³· Ö«®«-¿² Ó¿²¿¶»³»²
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ÍËÎßÕßÎÌß
îðïë
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ABSTRAK
Analisis Electronic Service Quality (E-Service Quality), Nilai Yang
Dirasakan, Dan Kepuasan Konsumen Pada Loyalitas Konsumen Dalam
Pembelian Online Melalui Zalora.Co.Id
DIAN AJENG PRABANDARI
F1212020
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh dari eservice quality, nilai yang dirasakan, dan kepuasan konsumen pada loyalitas
konsumen dalam pembelian online melalui Zalora.co.id.
Populasi dalam penelitian ini adalah individu yang sudah pernah
melakukan pembelian secara online melalui Zalora.co.id dan berminat untuk
loyal. Sampel dalam penelitian ini sebanyak 185 responden yang diambil secara
convenience sampling.
Hasil penelitian menyimpulkan bahwa (1) e-service quality berpengaruh
signifikan pada loyalitas konsumen (2) e-service quality berpengaruh signifikan
pada kepuasan konsumen (3) e-service quality berpengaruh signifikan pada nilai
yang dirasakan konsumen (4) nilai yang dirasakan konsumen berpengaruh
signikan pada kepuasan konsumen (5) nilai yang dirasakan konsumen tidak
berpengaruh pada loyalitas konsumen (6) kepuasan konsumen berpengaruh
signifikan pada loyalitas konsumen.
Penelitian ini dapat digunakan sebagai acuan bagi para praktisi dalam
mengambil langkah-langkah keputusan untuk menentukan strategi pemasaran
guna meningkatkan kualitas, kepuasan konsumen, serta membentuk loyalitas
kosnumen Zalora.co.id.
Kata kunci :
e-service quality, nilai yang dirasakan konsumen, kepuasan
konsumen, loyalitas konsumen.
commit to user
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ABSTRACT
Analysis of the Electronic Service Quality (E-Service Quality), Perceived
Value, Customer Satisfaction and Customer Loyalty In On Online
Purchases Through Zalora.Co.Id
DIAN AJENG Prabandari
F1212020
The purpose of this study was to determine the effect of e-service quality,
perceived value and customer satisfaction on consumer loyalty in online
purchases through Zalora.co.id.
The population in this study is the individual who have been making a
purchase online through Zalora.co.id interested to loyal. The sample in this study
of 185 respondents drawn by convenience sampling.
The study concluded that (1) e-service quality has a significant effect on
customer loyalty (2) e-service quality has a significant effect on customer
satisfaction (3) e-service quality has a significant effect on consumer perceived
value (4) consumer perceived value has a significant effect on customer
satisfaction (5) consumer perceived value has no effect on customer loyalty (6)
customer satisfaction has a significant effect on customer loyalty.
This study can be used as a reference for practitioners in taking measures
decision to determine the marketing strategy to improve the quality, customer
satisfaction, and loyalty form kosnumen Zalora.co.id.
Keywords:
e-service quality, customer perceived value, customer satisfaction,
customer loyalty.
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ÓÑÌÌÑ
Ñ®¿²¹ §¿²¹ ½»®¼·µ ¿¼¿´¿¸ ±®¿²¹ §¿²¹ ³¿³°« ³»²¹»²¼¿´·µ¿²
¼·®·²§¿ ¼¿² ³»²§·¿°µ¿² ¼·®· «²¬«µ ³»²¹¸¿¼¿°· ¸·¼«°
-»¬»´¿¸ ³¿¬·ò Ñ®¿²¹ §¿²¹ ´»³¿¸ ¿¼¿´¿¸ ±®¿²¹ §¿²¹
³»²¹·µ«¬· ¸¿©¿ ²¿º-«²§¿ ¼¿² ¾¿²§¿µ ¾»®¿²¹¿²ó¿²¹¿²ò
øØòÎò ×¾²« Ó¿¶¿¸÷
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KATA PENGANTAR
Puji Syukur kehadirat Tuhan Yang Maha Esa atas berkat dan rahmat-Nya
yang dilimpahkan pada kita semua sehingga penulis dapat menyelesaikan
penelitian ini dengan judul “Analisis Electronic Service Quality (E-Service
Quality), Nilai Yang Dirasakan, Dan Kepuasan Konsumen Pada Loyalitas
Konsumen Dalam Pembelian Online Melalui Zalora.co.id”. Tujuan dari
penulisan penelitian ini adalah untuk melengkapi dan memenuhi persyaratan
guna memperoleh gelar Sarjana Ekonomi pada Fakultas Ekonomi dan Bisnis
Universitas Sebelas Maret Surkarta.
Penyusunan penelitian ini tidak akan berhasil dengan baik tanpa adanya
bantuan, dorongan, dan bimbingan dari berbagai pihak. Dalam kesempatan ini,
dengan segala kerendahan hati penulis ingin menyampaikan rasa terima kasih
yang tak terhingga kepada pihak-pihak yang telah membantu secara langsung
maupun tidak langsung yang telah mengarahkan, dan memberikan motivasi bagi
penulis sehingga tersusunnya penelitian ini, khususnya kepada :
1. Dr. Wisnu Untoro, M.S, selaku Dekan Fakultas Ekonomi dan Bisnis
Universitas Sebelas Maret Surakarta.
2. Dr. Hunik Sri Runing S, M.Si, selaku ketua Jurusan Manajemen Fakultas
Ekonomi dan Bisnis Universitas Sebelas Maret Surakarta.
3. Amina
Sukma
Dewi,
S.E.,
M.Scselaku
Dosen
PembimbingDosen
Pembimbing yang telah berkenan memberikan waktu dan bimbingannya
dalam menyelesaikan penelitian ini.
commit to user
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digilib.uns.ac.id
4. Drs. Harmadi, M.M, selaku Dosen Pembimbing Akademik yang telah
memberikan bimbingan kepada penulis.
5. Seluruh Dosen Pengajar dan Pengelola Program Sarjana Fakultas Ekonomi
dan Bisnis Universitas Sebelas Maret Surakarta yang telah memberikan ilmu
yang bermanfaat dan memberikan bantuan selama penulis mengikuti
perkuliahan.
6. Almarhummah ibuku (Sudarti) dan Ayahku (Giyono Hari Susanto) yang
senantiasa berdoa untuk kebaikanku
dan selalu memberikan cinta serta
kasih sayang yang berlimpah untuk ku.
7. Kakak ku (Dyah Ayu Pramesthi dan Dina Anggun Pratiwi), keponakanku
(Anindhita Mellani P, Aulia Bunga R, Arya Ganesha Y) terima kasih atas
canda tawa selama ini.
8. Orang terdekatku (Damar Yan P) yang selalu berdiri disampingku
memberikan semangat dan motivasi.
9. Teman-teman ku (Yuke, Yenni, Brilian, Inez, Desmawati) yang senantiasa
memberikan dukungan dalam penyelesaian skripsi ini.
10. Semua teman-teman Manajemen Transfer 2012.
Penulis menyadari bahwa dalam penulisan penelitian ini masih jauh dari
sempurna. Oleh karena itu, kritik dan saran sangat diharapkan dari berbagai
pihak demi kesempurnaan penulisan penelitian ini.
Surakarta, Mei 2015
Penulis
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DAFTAR ISI
Halaman
HALAMAN JUDUL........................................................................................
i
HALAMAN ABSTRAKSI ...............................................................................
ii
HALAMAN PERSETUJUAN ........................................................................
iv
HALAMAN PENGESAHAN...........................................................................
v
HALAMAN MOTO.........................................................................................
vii
HALAMAN PERSEMBAHAN ........................................................................
viii
HALAMAN KATA PENGANTAR ...................................................................
ix
HALAMAN DAFTAR ISI................................................................................
xi
HALAMAN DAFTAR TABEL .........................................................................
xiv
HALAMAN DAFTAR GAMBAR.....................................................................
xv
HALAMAN DAFTAR LAMPIRAN ..................................................................
xvi
BAB I
PENDAHULUAN
A............................................................................................ Latar
Belakang..........................................................................
1
B............................................................................................ Peru
musan Masalah ...............................................................
9
C............................................................................................ Tujua
n Penelitian......................................................................
10
D............................................................................................ Manf
aat Penelitian ..................................................................
10
BAB II
TINJAUAN PUSTAKA
A............................................................................................ Land
asan Teori........................................................................
12
1. ..................................................................................... Kualit
as Layanan ................................................................
12
2. ..................................................................................... Electr
onic Service Quality ...................................................
13
3. ..................................................................................... Nilai
Yang Dirasakan Konsumen........................................
17
4. ..................................................................................... Kepu
asan Pelanggan ........................................................
18
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5. ..................................................................................... Kepe
rcayaan .....................................................................
18
6. ..................................................................................... Loyal
itas .............................................................................
19
B............................................................................................ Studi
Emperis ...........................................................................
21
C............................................................................................ Hipot
esis ..................................................................................
23
D............................................................................................ Mode
l Penelitian .......................................................................
29
BAB III
METODE PENELITIAN
A............................................................................................ Jenis
Penelitian dan Sumber Data ............................................
31
1. ..................................................................................... Desai
n Penelitian ................................................................
31
2. ..................................................................................... Sum
ber Data .....................................................................
32
B............................................................................................ Popul
asi, Sampel, dan Teknik Sampling ...................................
32
1. ..................................................................................... Popul
asi .............................................................................
33
2. ..................................................................................... Sam
pel .............................................................................
33
3. ..................................................................................... Tekni
k pengambilan Sampel ..............................................
33
C............................................................................................ Varia
bel Penelitian dan Definisi Operasional ...........................
33
1. ..................................................................................... Elect
onic Service Quality ...................................................
34
2. ..................................................................................... Nilai
yang dirasa konsumen ...............................................
36
3. ..................................................................................... Kepu
asan ..........................................................................
36
4. ..................................................................................... Loyal
itas ............................................................................
37
D............................................................................................ Meto
de Pengumpulan Data ....................................................
38
E............................................................................................ Meto
de Analisis Data ..............................................................
38
1. ..................................................................................... Anali
sis Deskriptif ..............................................................
38
2. ..................................................................................... Anali
sis statistik ................................................................
38
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3. ..................................................................................... Peng
ujian Model ................................................................
40
4. ..................................................................................... Peng
ujian Hipotesis............................................................
42
BAB IV
METODE PENELITIAN
A............................................................................................ Anali
sis Deskriptif ....................................................................
44
1. ..................................................................................... Berd
asarkan Jenis Kelamin ..............................................
45
2. ..................................................................................... Berd
asarkan Pendidikan....................................................
45
3. ..................................................................................... Berd
asarkan Pekerjaan .....................................................
47
4. ..................................................................................... Berd
asarkan Penghasilan..................................................
48
B............................................................................................ Uji
Instrumen Penelitian ........................................................
48
1. ..................................................................................... Uji
Validitas pretest .........................................................
48
2. ..................................................................................... Uji
Reliabilitas pretes.......................................................
51
3. ..................................................................................... Uji
Validitas Sampel Besar ..............................................
52
4. ..................................................................................... Uji
Reliabilitas Sampel Besar ..........................................
54
C............................................................................................ Uji
Measurement of Fit Model ...............................................
55
1. ..................................................................................... Fit
2. ..................................................................................... AFIT
3. ..................................................................................... GFI
4. ..................................................................................... SRM
R ...............................................................................
57
D............................................................................................ Uji
Hipotesis .........................................................................
57
1. ..................................................................................... Path
Coefficients ................................................................
57
2. ..................................................................................... Mode
l Hasil Penelitian ........................................................
58
E............................................................................................ Uji
Mediasi ............................................................................
59
F. ........................................................................................... Pem
bahasan...........................................................................
61
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56
56
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BAB V
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PENUTUP
A............................................................................................ Kesi
mpulan ............................................................................
68
B............................................................................................ Keter
batasan Penelitian ..........................................................
69
C............................................................................................ Impli
kasi .................................................................................
69
1. Implikasi bagi Akademisi ............................................
69
2. Implikasi bagi Praktisi.................................................
70
3. Implikasi bagi Peneliti.................................................
71
4. Implikasi bagi Penelitian Selanjutnya .........................
72
DAFTAR PUSTAKA
LAMPIRAN
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DAFTAR TABEL
Halaman
Tabel II.1 Penelitian Terdahulu ..................................................................
22
Tabel III.1 Tingkat Reliable Berdasarkan Nilai Alpha ....................................
40
Tabel III.2 Kriteria SRMR ..............................................................................
42
Tabel III.3 Tabel Z value ...............................................................................
43
Tabel IV.1Karakteristik Responden Berdasarkan Jenis Kelamin ..................
45
Tabel IV.2Karakteristik Responden Berdasarkan Pendidikan ......................
46
Tabel IV.3Karakteristik Responden Berdasarkan Pekerjaan ........................
47
Tabel IV.4 Karakteristik Responden Berdasarkan Penghasilan ....................
48
Tabel IV.6 Hasil Uji Validitas Pretest.............................................................
50
Tabel IV.7 Hasil Uji Reliablitas Pretest .........................................................
51
Tabel IV.9 Hasil Uji Validitas Sampel Besar..................................................
53
Tabel IV.10 Hasil Reliabilitas Sampel Besar .................................................
54
Tabel IV.11 Model Fit ...................................................................................
55
Tabel IV.12 Path Coefficient .........................................................................
57
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DAFTAR GAMBAR
Halaman
Gambar II.1 Model Penelitian ......................................................................
29
Gambar Model Struktural dan path coefiicients ............................................
58
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DAFTAR LAMPIRAN
1.
Data Mentah Penelitian
2.
Kuesioner
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