Pengaruh Kualitas Pelayanan Purna Jual Terhadap Citra Merek Dan Loyalitas Konsumen Pada PT. Astra International TBK. (AUTO2000) Sisimangaraja, Medan
LAMPIRAN
Universitas Sumatera Utara
Lampiran 1
Kuesioner Penelitian
Pengaruh Kualitas Pelayanan Purna Jual Terhadap Citra Merek dan Loyalitas
Konsumen pada PT. Astra International Tbk. (AUTO2000) Sisimangaraja, Medan
A. Karakteristik Responden
Nama
:
Usia
:
Jenis Kelamin
: a. Laki-laki b. Perempuan
Pendidikan
: a. SLTA
Pekerjaan
:
b. Diploma
c. S1
d. S2 e. S3
Tipe Mobil Toyota yang digunakan
Altis
Avanza
Camry
Fortuner
Yaris
Agya
Lama menggunakan
Kijang Innova
Alphard
Dyna
Etios
Hilux
Lainnya ...........
:
B. Daftar Pertanyaan
Isilah dengan tanda centang (√) pada kolom yang telah disediakan sesuai jawaban
Anda.
Keterangan :
SS = Sangat setuju
TS = Tidak setuju
S = Setuju
STS = Sangat tidak setuju
R = Ragu Ragu
1.1.Pelayanan Purna Jual
No
PERNYATAAN
SS
S
R
TS
SS
1.
Proses ditribusi produk atau sparepart dilakukan
dengan tepat waktu
2.
Kinerja mekanik Auto2000 baik
Auto2000
3.
melakukan
produk dengan baik
pergantian
sparepart
Universitas Sumatera Utara
No
4.
PERNYATAAN
SS
S
R
TS
SS
Perbaikan produk yang dilakukan Auto2000
SS
S
R
TS
SS
cukup baik
1.2.Citra Merek
No
1.
2.
PERNYATAAN
Auto2000 memiliki popularitas yang baik
Auto2000 memiliki kredibilitas yang baik
3.
Auto2000 memiliki jaringan perusahaan yang luas
4.
Gaya hidup pengguna mobil Toyota tinggi
5.
Kelas sosial pengguna mobil Toyota tinggi
Atribut (fitur) produk Toyota dari Auto2000 baik
7.
Produk Toyota dari Auto2000 memiliki manfaat
yang baik
8.
Produk Toyota dari Auto2000 terjamin
kualitasnya
SS
S
R
TS
SS
1.
Anda tidak ingin berpindah dari AUTO2000 dan
mobil merek Toyota ke perusahaan dan merek
mobil lain dalam melakukan pembelian
2.
Anda bersedia untuk melakukan pembelian ulang
di AUTO2000
3.
Anda tetap memilih merek Toyota yang
ditawarkan AUTO2000
4.
Anda yakin anda bahwa merek mobil Toyota
yang terbaik
5.
Anda akan merekomendasikan merek mobil
Toyota kepada orang lain
6.
1.3 Loyalitas Pelanggan
No
PERNYATAAN
Universitas Sumatera Utara
Lampiran 2
Distribusi Jawaban Uji Validitas dan Reliabilitas
R
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
Kualitas
Pelayanan Purna
Jual
P1 P2 P3 P4
5
4
4
4
5
4
4
5
5
4
4
4
4
4
5
4
4
4
4
3
4
4
5
4
4
5
5
4
5
5
5
5
5
5
5
4
4
4
4
3
5
5
5
4
5
5
5
5
5
5
5
5
4
5
5
3
4
4
4
4
5
5
5
5
4
3
5
3
4
4
5
4
4
4
4
3
4
4
5
4
3
4
4
4
5
4
4
5
4
4
4
4
5
5
5
4
5
5
5
5
4
3
4
3
4
5
5
4
3
4
4
4
4
4
4
3
4
4
3
4
5
5
4
4
4
4
5
5
4
5
4
4
4
5
5
5
4
5
5
4
5
5
4
4
5
5
4
4
5
5
5
5
4
5
5
5
Citra Merek
P5
4
4
4
4
4
4
5
5
5
4
5
5
3
4
5
4
4
4
3
4
4
4
4
5
5
4
5
4
4
3
4
5
4
4
3
4
3
5
5
Loyalitas Konsumen
P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17
4 3
4
3
3
4
4
4
4
4
4
4
5 5
5
5
4
5
5
5
5
4
4
5
4 4
4
4
3
3
3
4
4
4
4
4
4 4
5
4
4
4
4
4
4
4
5
4
3 4
4
4
3
4
4
4
4
4
4
3
4 4
5
4
4
4
4
3
3
4
5
4
5 4
4
4
3
4
4
5
5
5
5
4
5 4
5
4
3
4
4
4
5
5
5
5
5 4
4
4
3
4
4
4
4
5
5
4
4 3
5
4
3
3
4
3
3
4
4
3
5 4
5
5
4
4
5
5
5
5
5
4
5 4
4
4
4
4
4
4
4
5
5
5
5 4
5
5
4
5
5
4
5
5
5
5
4 4
3
4
5
5
4
4
5
3
5
3
4 4
4
4
3
4
4
4
4
4
4
4
5 4
5
5
4
5
5
4
4
5
5
5
4 4
3
4
5
5
4
4
5
3
5
3
4 4
5
4
4
4
4
3
4
4
5
4
3 4
4
4
3
4
4
4
4
5
4
3
4 4
5
4
4
4
4
5
5
5
5
4
4 3
3
3
3
4
4
4
3
4
4
4
5 5
5
5
4
5
5
5
4
4
4
5
4 4
4
4
3
3
3
4
4
4
4
4
5 4
4
5
4
4
5
4
4
5
5
4
5 4
4
4
4
4
4
4
4
5
5
5
4 3
4
3
3
2
4
4
4
3
4
3
5 4
4
4
3
4
4
4
4
5
5
4
4 3
3
3
3
4
4
4
4
4
4
4
4 4
4
4
3
3
3
4
5
4
4
3
4 4
4
3
2
3
4
4
4
3
3
4
4 3
3
4
3
5
4
4
4
4
3
3
4 4
4
4
4
4
3
5
4
5
4
4
3 4
4
4
4
4
3
4
4
4
4
4
4 5
4
5
3
5
5
5
5
5
4
4
4 4
5
4
3
4
4
4
4
4
5
4
4 5
4
5
4
5
5
3
4
5
4
3
4 4
4
4
4
3
4
5
4
4
5
4
5 4
4
5
4
5
4
4
4
4
5
5
4 4
4
4
3
5
4
5
4
4
3
4
Universitas Sumatera Utara
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
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60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
5
4
5
5
4
4
4
5
4
4
5
4
5
3
4
4
5
3
4
4
5
5
5
5
5
3
3
5
3
4
4
5
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5
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4
5
4
5
4
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4
5
5
4
5
5
5
4
5
5
5
5
4
4
5
4
5
4
4
5
5
3
4
5
4
5
4
5
5
5
4
4
5
4
4
4
4
4
4
4
5
4
5
4
5
4
4
4
5
4
4
4
5
4
3
3
4
4
4
4
4
3
4
4
4
3
3
3
4
4
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4
4
5
5
4
5
3
4
4
5
5
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5
4
5
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4
4
3
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3
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3
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3
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3
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3
3
5
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3
3
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3
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3
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3
4
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3
3
3
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3
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3
4
3
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3
4
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4
5
5
4
4
3
4
3
5
5
5
4
3
5
3
4
5
4
4
4
5
5
3
5
4
4
4
3
5
3
5
4
4
3
4
4
4
3
5
4
5
3
4
4
3
5
4
3
4
5
5
5
4
4
5
4
4
4
5
4
5
3
5
4
4
4
4
5
4
5
4
4
5
4
5
3
4
4
5
4
4
5
4
4
5
4
5
3
4
4
3
5
4
4
5
4
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5
4
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4
4
3
4
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4
5
4
4
3
4
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4
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3
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4
5
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4
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5
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5
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5
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3
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5
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4
5
4
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4
5
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4
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5
4
5
4
4
4
5
4
4
5
5
4
4
3
5
4
5
4
5
5
4
4
4
4
5
4
4
4
5
4
4
5
4
4
5
4
4
5
4
3
5
4
5
3
4
4
5
4
5
5
4
5
4
4
4
4
4
4
5
5
4
5
4
4
5
4
5
4
5
4
4
4
5
5
4
4
4
5
4
4
5
5
5
4
4
4
4
3
4
4
5
4
5
5
4
5
5
5
4
4
4
3
4
4
4
5
4
4
4
5
4
3
4
4
5
4
4
4
4
5
4
4
4
5
4
4
4
3
4
Universitas Sumatera Utara
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
5
5
5
4
4
4
5
5
5
4
5
4
4
4
5
5
4
5
4
3
5
4
4
4
4
4
5
5
4
4
3
4
5
5
4
4
5
4
4
5
5
4
4
5
4
5
5
4
5
4
5
5
5
4
4
4
5
4
5
4
4
4
5
4
5
5
4
4
5
5
4
5
4
5
4
3
4
5
5
4
4
5
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5
4
5
4
5
4
4
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5
5
5
3
4
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4
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3
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3
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Universitas Sumatera Utara
128
129
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4
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3
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4
4
5
4
4
5
3
5
3
5
4
5
4
5
4
4
3
5
4
4
5
5
4
4
3
4
4
4
4
3
4
5
3
4
4
5
4
5
4
5
4
5
4
3
4
5
3
4
4
5
4
5
3
5
4
4
5
4
4
4
4
5
3
4
4
5
4
5
4
4
5
4
5
5
4
4
4
4
5
4
5
4
5
4
5
3
4
4
5
4
4
4
4
5
4
4
4
3
4
4
4
4
4
4
4
4
5
4
4
4
5
4
5
4
4
5
4
5
4
4
Universitas Sumatera Utara
Lampiran 3
Hasil Uji Validitas dan Realibilitas
a. Uji Validitas I
Item-Total Statistics
Scale Mean if
Scale Variance
Corrected Item-
Cronbach's
Item Deleted
if Item Deleted
Total
Alpha if Item
Correlation
Deleted
VAR00001
82.9000
51.266
.243
.884
VAR00002
82.7667
49.289
.594
.871
VAR00003
82.9000
53.266
.078
.889
VAR00004
83.0000
50.207
.434
.876
VAR00005
82.8000
49.338
.600
.871
VAR00006
82.6000
49.559
.599
.872
VAR00007
83.1000
48.369
.607
.871
VAR00008
82.9000
50.852
.401
.877
VAR00009
82.7667
47.771
.784
.866
VAR00010
83.2000
50.372
.602
.873
VAR00011
82.8667
49.982
.445
.876
VAR00012
83.0667
47.995
.744
.867
VAR00013
83.6000
50.317
.406
.877
VAR00014
83.1333
49.016
.515
.874
VAR00015
83.0000
50.345
.523
.874
VAR00016
83.0333
51.206
.434
.876
VAR00017
82.9000
50.645
.426
.876
VAR00018
82.9333
51.789
.202
.885
VAR00019
82.8333
48.902
.551
.872
VAR00020
82.6000
49.559
.599
.872
VAR00021
83.1000
48.369
.607
.871
Reliability Statistics
Cronbach's
N of Items
Alpha
.880
21
Universitas Sumatera Utara
b. Uji Validitas II
Item-Total Statistics
Scale Mean if
Scale Variance
Corrected Item-
Cronbach's
Item Deleted
if Item Deleted
Total
Alpha if Item
Correlation
Deleted
VAR00002
70.2000
42.166
.639
.895
VAR00004
70.4333
44.461
.302
.906
VAR00005
70.2333
42.323
.631
.896
VAR00006
70.0333
42.516
.633
.896
VAR00007
70.5333
41.154
.665
.894
VAR00008
70.3333
44.092
.383
.903
VAR00009
70.2000
40.993
.799
.891
VAR00010
70.6333
43.757
.563
.898
VAR00011
70.3000
43.321
.424
.902
VAR00012
70.5000
41.224
.755
.892
VAR00013
71.0333
43.068
.451
.901
VAR00014
70.5667
41.771
.569
.898
VAR00015
70.4333
43.151
.572
.898
VAR00016
70.4667
44.533
.398
.902
VAR00017
70.3333
44.023
.392
.903
VAR00019
70.2667
41.857
.585
.897
VAR00020
70.0333
42.516
.633
.896
VAR00021
70.5333
41.154
.665
.894
Reliability Statistics
Cronbach's
N of Items
Alpha
.903
18
c. Uji Validitas III
Item-Total Statistics
Scale Mean if
Scale Variance
Corrected Item-
Cronbach's
Item Deleted
if Item Deleted
Total
Alpha if Item
Correlation
Deleted
VAR00002
66.1000
39.128
.654
.898
VAR00005
66.1333
39.292
.644
.898
VAR00006
65.9333
39.513
.642
.898
VAR00007
66.4333
38.185
.675
.897
VAR00008
66.2333
41.220
.366
.907
Universitas Sumatera Utara
VAR00009
66.1000
38.231
.782
.894
VAR00010
66.5333
40.809
.557
.901
VAR00011
66.2000
40.441
.412
.906
VAR00012
66.4000
38.386
.748
.895
VAR00013
66.9333
39.995
.464
.904
VAR00014
66.4667
38.740
.582
.900
VAR00015
66.3333
40.092
.587
.900
VAR00016
66.3667
41.689
.372
.906
VAR00017
66.2333
41.220
.366
.907
VAR00019
66.1667
38.833
.598
.900
VAR00020
65.9333
39.513
.642
.898
VAR00021
66.4333
38.185
.675
.897
Reliability Statistics
Cronbach's
N of Items
Alpha
.906
17
Universitas Sumatera Utara
Lampiran 4
Distribusi Jawaban Deskriptif Variabel
Kualitas Pelayanan Purna Jual
VAR00001
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
10
7.2
7.2
7.2
4.00
69
49.6
49.6
56.8
5.00
60
43.2
43.2
100.0
Total
139
100.0
100.0
Valid
VAR00002
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
4
2.9
2.9
2.9
4.00
67
48.2
48.2
51.1
5.00
68
48.9
48.9
100.0
Total
139
100.0
100.0
Valid
VAR00003
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
9
6.5
6.5
6.5
4.00
73
52.5
52.5
59.0
5.00
57
41.0
41.0
100.0
Total
139
100.0
100.0
Valid
VAR00004
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
10
7.2
7.2
7.2
4.00
78
56.1
56.1
63.3
5.00
51
36.7
36.7
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
Citra Merek
VAR00005
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
8
5.8
5.8
5.8
4.00
86
61.9
61.9
67.6
5.00
45
32.4
32.4
100.0
Total
139
100.0
100.0
Valid
VAR00006
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
7
5.0
5.0
5.0
4.00
94
67.6
67.6
72.7
5.00
38
27.3
27.3
100.0
Total
139
100.0
100.0
Valid
VAR00007
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
12
8.6
8.6
8.6
4.00
87
62.6
62.6
71.2
5.00
40
28.8
28.8
100.0
Total
139
100.0
100.0
Valid
VAR00008
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
13
9.4
9.4
9.4
4.00
87
62.6
62.6
71.9
5.00
39
28.1
28.1
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
VAR00009
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
10
7.2
7.2
7.2
4.00
84
60.4
60.4
67.6
5.00
45
32.4
32.4
100.0
Total
139
100.0
100.0
Valid
VAR00010
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2.00
1
.7
.7
.7
3.00
49
35.3
35.3
36.0
4.00
73
52.5
52.5
88.5
5.00
16
11.5
11.5
100.0
Total
139
100.0
100.0
VAR00011
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2.00
1
.7
.7
.7
3.00
24
17.3
17.3
18.0
4.00
71
51.1
51.1
69.1
5.00
43
30.9
30.9
100.0
Total
139
100.0
100.0
VAR00012
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
15
10.8
10.8
10.8
4.00
84
60.4
60.4
71.2
5.00
40
28.8
28.8
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
Loyalitas Konsumen
VAR00013
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
9
6.5
6.5
6.5
4.00
95
68.3
68.3
74.8
5.00
35
25.2
25.2
100.0
Total
139
100.0
100.0
Valid
VAR00014
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
5
3.6
3.6
3.6
4.00
97
69.8
69.8
73.4
5.00
37
26.6
26.6
100.0
Total
139
100.0
100.0
Valid
VAR00015
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
8
5.8
5.8
5.8
4.00
87
62.6
62.6
68.3
5.00
44
31.7
31.7
100.0
Total
139
100.0
100.0
Valid
VAR00016
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
9
6.5
6.5
6.5
4.00
82
59.0
59.0
65.5
5.00
48
34.5
34.5
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
VAR00017
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
15
10.8
10.8
10.8
4.00
91
65.5
65.5
76.3
5.00
33
23.7
23.7
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
Lampiran 5
Distribusi Jawaban Deskriptif Responden
Jenis Kelamin
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
Laki – Laki
92
66.2
66.2
66.2
Perempuan
47
33.8
33.8
100.0
139
100.0
100.0
Total
Umur
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
20-30 tahun
58
41.8
41.8
41.8
31-40 tahun
48
34.5
34.5
76.3
41-50 tahun
32
23
23
99.3
51-60tahun
1
0.7
0.7
100.0
139
100.0
100.0
Total
Tipe
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
Agya
3
2.1
2.1
2.1
Alphard
4
2.9
2.9
5.0
Altis
8
5.8
5.8
10.8
Avanza
46
33.1
33.1
43.9
Camry
7
5.0
5.0
48.9
Etios
4
2.9
2.9
51.8
13
9.3
9.3
61.1
4
2.9
2.9
64.0
35
25.1
25.1
89.1
Yaris
15
10.9
10.9
100.0
Total
139
100.0
100.0
Fortuner
Hilux
Kijang
Innova
Universitas Sumatera Utara
Lama Penggunaan
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
< 2 tahun
35
25.2
25.2
25.2
> 2 tahun
104
74.8
74.8
100.0
Total
139
100.0
100.0
Universitas Sumatera Utara
Lampiran 6
Uji Asumsi Klasik
Histogram
Universitas Sumatera Utara
P-Plot
Universitas Sumatera Utara
Kolmogrov-Smirnov
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N
Normal Parameters
139
a,b
Most Extreme Differences
Mean
Std. Deviation
0E-7
2.09388769
Absolute
.060
Positive
.047
Negative
-.060
Kolmogorov-Smirnov Z
.713
Asymp. Sig. (2-tailed)
.690
a. Test distribution is Normal.
b. Calculated from data.
Scatterplot
Universitas Sumatera Utara
Multikoliniearitas
Coefficients
Model
Unstandardized
Standardized
Coefficients
Coefficients
B
(Constant)
1
KualitasPelayananPurna
Jual
a
Std. Error
t
Sig.
Collinearity Statistics
Beta
22.529
2.298
.610
.131
Tolerance
.369
9.804
.000
4.649
.000
1.000
VIF
1.000
a. Dependent Variable: CitraMerek
Coefficients
Model
Unstandardized Coefficients
a
Standardized
t
Sig.
Collinearity Statistics
Coefficients
B
(Constant)
1
Std. Error
13.975
1.548
.407
.088
KualitasPelayananPurnaJ
ual
Beta
Tolerance
.366
9.031
.000
4.609
.000
1.000
a. Dependent Variable: LoyalitasKonsumen
Universitas Sumatera Utara
VIF
1.000
Lampiran 7
Pengujian Hipotesis
Analisis Linier Sederhana
Coefficients
Model
Unstandardized
Standardized
Coefficients
Coefficients
B
(Constant)
1
a
Std. Error
22.529
2.298
.610
.131
KualitasPelayananPurn
aJual
t
Sig.
Collinearity Statistics
Beta
Tolerance
9.804
.000
.369
4.649
.000
t
Sig.
1.000
VIF
1.000
a. Dependent Variable: CitraMerek
Coefficients
Model
Unstandardized
Standardized
Coefficients
Coefficients
B
(Constant)
Std. Error
1.548
.407
aJual
a. Dependent Variable: LoyalitasKonsumen
.088
KualitasPelayananPurn
Collinearity
Statistics
Beta
13.975
1
a
Tolerance
.366
9.031
.000
4.609
.000
1.000
VIF
1.000
Koefisien Determinan (R2)
b
Model Summary
Model
1
R
.369
R Square
a
Adjusted R
Std. Error of the
Square
Estimate
.136
.130
2.10152
a. Predictors: (Constant), KualitasPelayananPurnaJual
b. Dependent Variable: CitraMerek
Model Summaryb
Model
1
R
.366
R Square
a
Adjusted R
Std. Error of the
Square
Estimate
.134
.128
1.41529
a. Predictors: (Constant), KualitasPelayananPurnaJual
b. Dependent Variable: LoyalitasKonsumen
Universitas Sumatera Utara
Universitas Sumatera Utara
Lampiran 1
Kuesioner Penelitian
Pengaruh Kualitas Pelayanan Purna Jual Terhadap Citra Merek dan Loyalitas
Konsumen pada PT. Astra International Tbk. (AUTO2000) Sisimangaraja, Medan
A. Karakteristik Responden
Nama
:
Usia
:
Jenis Kelamin
: a. Laki-laki b. Perempuan
Pendidikan
: a. SLTA
Pekerjaan
:
b. Diploma
c. S1
d. S2 e. S3
Tipe Mobil Toyota yang digunakan
Altis
Avanza
Camry
Fortuner
Yaris
Agya
Lama menggunakan
Kijang Innova
Alphard
Dyna
Etios
Hilux
Lainnya ...........
:
B. Daftar Pertanyaan
Isilah dengan tanda centang (√) pada kolom yang telah disediakan sesuai jawaban
Anda.
Keterangan :
SS = Sangat setuju
TS = Tidak setuju
S = Setuju
STS = Sangat tidak setuju
R = Ragu Ragu
1.1.Pelayanan Purna Jual
No
PERNYATAAN
SS
S
R
TS
SS
1.
Proses ditribusi produk atau sparepart dilakukan
dengan tepat waktu
2.
Kinerja mekanik Auto2000 baik
Auto2000
3.
melakukan
produk dengan baik
pergantian
sparepart
Universitas Sumatera Utara
No
4.
PERNYATAAN
SS
S
R
TS
SS
Perbaikan produk yang dilakukan Auto2000
SS
S
R
TS
SS
cukup baik
1.2.Citra Merek
No
1.
2.
PERNYATAAN
Auto2000 memiliki popularitas yang baik
Auto2000 memiliki kredibilitas yang baik
3.
Auto2000 memiliki jaringan perusahaan yang luas
4.
Gaya hidup pengguna mobil Toyota tinggi
5.
Kelas sosial pengguna mobil Toyota tinggi
Atribut (fitur) produk Toyota dari Auto2000 baik
7.
Produk Toyota dari Auto2000 memiliki manfaat
yang baik
8.
Produk Toyota dari Auto2000 terjamin
kualitasnya
SS
S
R
TS
SS
1.
Anda tidak ingin berpindah dari AUTO2000 dan
mobil merek Toyota ke perusahaan dan merek
mobil lain dalam melakukan pembelian
2.
Anda bersedia untuk melakukan pembelian ulang
di AUTO2000
3.
Anda tetap memilih merek Toyota yang
ditawarkan AUTO2000
4.
Anda yakin anda bahwa merek mobil Toyota
yang terbaik
5.
Anda akan merekomendasikan merek mobil
Toyota kepada orang lain
6.
1.3 Loyalitas Pelanggan
No
PERNYATAAN
Universitas Sumatera Utara
Lampiran 2
Distribusi Jawaban Uji Validitas dan Reliabilitas
R
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
Kualitas
Pelayanan Purna
Jual
P1 P2 P3 P4
5
4
4
4
5
4
4
5
5
4
4
4
4
4
5
4
4
4
4
3
4
4
5
4
4
5
5
4
5
5
5
5
5
5
5
4
4
4
4
3
5
5
5
4
5
5
5
5
5
5
5
5
4
5
5
3
4
4
4
4
5
5
5
5
4
3
5
3
4
4
5
4
4
4
4
3
4
4
5
4
3
4
4
4
5
4
4
5
4
4
4
4
5
5
5
4
5
5
5
5
4
3
4
3
4
5
5
4
3
4
4
4
4
4
4
3
4
4
3
4
5
5
4
4
4
4
5
5
4
5
4
4
4
5
5
5
4
5
5
4
5
5
4
4
5
5
4
4
5
5
5
5
4
5
5
5
Citra Merek
P5
4
4
4
4
4
4
5
5
5
4
5
5
3
4
5
4
4
4
3
4
4
4
4
5
5
4
5
4
4
3
4
5
4
4
3
4
3
5
5
Loyalitas Konsumen
P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17
4 3
4
3
3
4
4
4
4
4
4
4
5 5
5
5
4
5
5
5
5
4
4
5
4 4
4
4
3
3
3
4
4
4
4
4
4 4
5
4
4
4
4
4
4
4
5
4
3 4
4
4
3
4
4
4
4
4
4
3
4 4
5
4
4
4
4
3
3
4
5
4
5 4
4
4
3
4
4
5
5
5
5
4
5 4
5
4
3
4
4
4
5
5
5
5
5 4
4
4
3
4
4
4
4
5
5
4
4 3
5
4
3
3
4
3
3
4
4
3
5 4
5
5
4
4
5
5
5
5
5
4
5 4
4
4
4
4
4
4
4
5
5
5
5 4
5
5
4
5
5
4
5
5
5
5
4 4
3
4
5
5
4
4
5
3
5
3
4 4
4
4
3
4
4
4
4
4
4
4
5 4
5
5
4
5
5
4
4
5
5
5
4 4
3
4
5
5
4
4
5
3
5
3
4 4
5
4
4
4
4
3
4
4
5
4
3 4
4
4
3
4
4
4
4
5
4
3
4 4
5
4
4
4
4
5
5
5
5
4
4 3
3
3
3
4
4
4
3
4
4
4
5 5
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4 4
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4 3
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4 3
3
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4 4
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3 4
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4 5
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Universitas Sumatera Utara
40
41
42
43
44
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78
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81
82
83
5
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Universitas Sumatera Utara
84
85
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4
Universitas Sumatera Utara
128
129
130
131
132
133
134
135
136
137
138
139
4
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4
Universitas Sumatera Utara
Lampiran 3
Hasil Uji Validitas dan Realibilitas
a. Uji Validitas I
Item-Total Statistics
Scale Mean if
Scale Variance
Corrected Item-
Cronbach's
Item Deleted
if Item Deleted
Total
Alpha if Item
Correlation
Deleted
VAR00001
82.9000
51.266
.243
.884
VAR00002
82.7667
49.289
.594
.871
VAR00003
82.9000
53.266
.078
.889
VAR00004
83.0000
50.207
.434
.876
VAR00005
82.8000
49.338
.600
.871
VAR00006
82.6000
49.559
.599
.872
VAR00007
83.1000
48.369
.607
.871
VAR00008
82.9000
50.852
.401
.877
VAR00009
82.7667
47.771
.784
.866
VAR00010
83.2000
50.372
.602
.873
VAR00011
82.8667
49.982
.445
.876
VAR00012
83.0667
47.995
.744
.867
VAR00013
83.6000
50.317
.406
.877
VAR00014
83.1333
49.016
.515
.874
VAR00015
83.0000
50.345
.523
.874
VAR00016
83.0333
51.206
.434
.876
VAR00017
82.9000
50.645
.426
.876
VAR00018
82.9333
51.789
.202
.885
VAR00019
82.8333
48.902
.551
.872
VAR00020
82.6000
49.559
.599
.872
VAR00021
83.1000
48.369
.607
.871
Reliability Statistics
Cronbach's
N of Items
Alpha
.880
21
Universitas Sumatera Utara
b. Uji Validitas II
Item-Total Statistics
Scale Mean if
Scale Variance
Corrected Item-
Cronbach's
Item Deleted
if Item Deleted
Total
Alpha if Item
Correlation
Deleted
VAR00002
70.2000
42.166
.639
.895
VAR00004
70.4333
44.461
.302
.906
VAR00005
70.2333
42.323
.631
.896
VAR00006
70.0333
42.516
.633
.896
VAR00007
70.5333
41.154
.665
.894
VAR00008
70.3333
44.092
.383
.903
VAR00009
70.2000
40.993
.799
.891
VAR00010
70.6333
43.757
.563
.898
VAR00011
70.3000
43.321
.424
.902
VAR00012
70.5000
41.224
.755
.892
VAR00013
71.0333
43.068
.451
.901
VAR00014
70.5667
41.771
.569
.898
VAR00015
70.4333
43.151
.572
.898
VAR00016
70.4667
44.533
.398
.902
VAR00017
70.3333
44.023
.392
.903
VAR00019
70.2667
41.857
.585
.897
VAR00020
70.0333
42.516
.633
.896
VAR00021
70.5333
41.154
.665
.894
Reliability Statistics
Cronbach's
N of Items
Alpha
.903
18
c. Uji Validitas III
Item-Total Statistics
Scale Mean if
Scale Variance
Corrected Item-
Cronbach's
Item Deleted
if Item Deleted
Total
Alpha if Item
Correlation
Deleted
VAR00002
66.1000
39.128
.654
.898
VAR00005
66.1333
39.292
.644
.898
VAR00006
65.9333
39.513
.642
.898
VAR00007
66.4333
38.185
.675
.897
VAR00008
66.2333
41.220
.366
.907
Universitas Sumatera Utara
VAR00009
66.1000
38.231
.782
.894
VAR00010
66.5333
40.809
.557
.901
VAR00011
66.2000
40.441
.412
.906
VAR00012
66.4000
38.386
.748
.895
VAR00013
66.9333
39.995
.464
.904
VAR00014
66.4667
38.740
.582
.900
VAR00015
66.3333
40.092
.587
.900
VAR00016
66.3667
41.689
.372
.906
VAR00017
66.2333
41.220
.366
.907
VAR00019
66.1667
38.833
.598
.900
VAR00020
65.9333
39.513
.642
.898
VAR00021
66.4333
38.185
.675
.897
Reliability Statistics
Cronbach's
N of Items
Alpha
.906
17
Universitas Sumatera Utara
Lampiran 4
Distribusi Jawaban Deskriptif Variabel
Kualitas Pelayanan Purna Jual
VAR00001
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
10
7.2
7.2
7.2
4.00
69
49.6
49.6
56.8
5.00
60
43.2
43.2
100.0
Total
139
100.0
100.0
Valid
VAR00002
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
4
2.9
2.9
2.9
4.00
67
48.2
48.2
51.1
5.00
68
48.9
48.9
100.0
Total
139
100.0
100.0
Valid
VAR00003
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
9
6.5
6.5
6.5
4.00
73
52.5
52.5
59.0
5.00
57
41.0
41.0
100.0
Total
139
100.0
100.0
Valid
VAR00004
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
10
7.2
7.2
7.2
4.00
78
56.1
56.1
63.3
5.00
51
36.7
36.7
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
Citra Merek
VAR00005
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
8
5.8
5.8
5.8
4.00
86
61.9
61.9
67.6
5.00
45
32.4
32.4
100.0
Total
139
100.0
100.0
Valid
VAR00006
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
7
5.0
5.0
5.0
4.00
94
67.6
67.6
72.7
5.00
38
27.3
27.3
100.0
Total
139
100.0
100.0
Valid
VAR00007
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
12
8.6
8.6
8.6
4.00
87
62.6
62.6
71.2
5.00
40
28.8
28.8
100.0
Total
139
100.0
100.0
Valid
VAR00008
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
13
9.4
9.4
9.4
4.00
87
62.6
62.6
71.9
5.00
39
28.1
28.1
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
VAR00009
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
10
7.2
7.2
7.2
4.00
84
60.4
60.4
67.6
5.00
45
32.4
32.4
100.0
Total
139
100.0
100.0
Valid
VAR00010
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2.00
1
.7
.7
.7
3.00
49
35.3
35.3
36.0
4.00
73
52.5
52.5
88.5
5.00
16
11.5
11.5
100.0
Total
139
100.0
100.0
VAR00011
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2.00
1
.7
.7
.7
3.00
24
17.3
17.3
18.0
4.00
71
51.1
51.1
69.1
5.00
43
30.9
30.9
100.0
Total
139
100.0
100.0
VAR00012
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
15
10.8
10.8
10.8
4.00
84
60.4
60.4
71.2
5.00
40
28.8
28.8
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
Loyalitas Konsumen
VAR00013
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
9
6.5
6.5
6.5
4.00
95
68.3
68.3
74.8
5.00
35
25.2
25.2
100.0
Total
139
100.0
100.0
Valid
VAR00014
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
5
3.6
3.6
3.6
4.00
97
69.8
69.8
73.4
5.00
37
26.6
26.6
100.0
Total
139
100.0
100.0
Valid
VAR00015
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
8
5.8
5.8
5.8
4.00
87
62.6
62.6
68.3
5.00
44
31.7
31.7
100.0
Total
139
100.0
100.0
Valid
VAR00016
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
9
6.5
6.5
6.5
4.00
82
59.0
59.0
65.5
5.00
48
34.5
34.5
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
VAR00017
Frequency
Percent
Valid Percent
Cumulative
Percent
3.00
15
10.8
10.8
10.8
4.00
91
65.5
65.5
76.3
5.00
33
23.7
23.7
100.0
Total
139
100.0
100.0
Valid
Universitas Sumatera Utara
Lampiran 5
Distribusi Jawaban Deskriptif Responden
Jenis Kelamin
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
Laki – Laki
92
66.2
66.2
66.2
Perempuan
47
33.8
33.8
100.0
139
100.0
100.0
Total
Umur
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
20-30 tahun
58
41.8
41.8
41.8
31-40 tahun
48
34.5
34.5
76.3
41-50 tahun
32
23
23
99.3
51-60tahun
1
0.7
0.7
100.0
139
100.0
100.0
Total
Tipe
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
Agya
3
2.1
2.1
2.1
Alphard
4
2.9
2.9
5.0
Altis
8
5.8
5.8
10.8
Avanza
46
33.1
33.1
43.9
Camry
7
5.0
5.0
48.9
Etios
4
2.9
2.9
51.8
13
9.3
9.3
61.1
4
2.9
2.9
64.0
35
25.1
25.1
89.1
Yaris
15
10.9
10.9
100.0
Total
139
100.0
100.0
Fortuner
Hilux
Kijang
Innova
Universitas Sumatera Utara
Lama Penggunaan
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
< 2 tahun
35
25.2
25.2
25.2
> 2 tahun
104
74.8
74.8
100.0
Total
139
100.0
100.0
Universitas Sumatera Utara
Lampiran 6
Uji Asumsi Klasik
Histogram
Universitas Sumatera Utara
P-Plot
Universitas Sumatera Utara
Kolmogrov-Smirnov
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N
Normal Parameters
139
a,b
Most Extreme Differences
Mean
Std. Deviation
0E-7
2.09388769
Absolute
.060
Positive
.047
Negative
-.060
Kolmogorov-Smirnov Z
.713
Asymp. Sig. (2-tailed)
.690
a. Test distribution is Normal.
b. Calculated from data.
Scatterplot
Universitas Sumatera Utara
Multikoliniearitas
Coefficients
Model
Unstandardized
Standardized
Coefficients
Coefficients
B
(Constant)
1
KualitasPelayananPurna
Jual
a
Std. Error
t
Sig.
Collinearity Statistics
Beta
22.529
2.298
.610
.131
Tolerance
.369
9.804
.000
4.649
.000
1.000
VIF
1.000
a. Dependent Variable: CitraMerek
Coefficients
Model
Unstandardized Coefficients
a
Standardized
t
Sig.
Collinearity Statistics
Coefficients
B
(Constant)
1
Std. Error
13.975
1.548
.407
.088
KualitasPelayananPurnaJ
ual
Beta
Tolerance
.366
9.031
.000
4.609
.000
1.000
a. Dependent Variable: LoyalitasKonsumen
Universitas Sumatera Utara
VIF
1.000
Lampiran 7
Pengujian Hipotesis
Analisis Linier Sederhana
Coefficients
Model
Unstandardized
Standardized
Coefficients
Coefficients
B
(Constant)
1
a
Std. Error
22.529
2.298
.610
.131
KualitasPelayananPurn
aJual
t
Sig.
Collinearity Statistics
Beta
Tolerance
9.804
.000
.369
4.649
.000
t
Sig.
1.000
VIF
1.000
a. Dependent Variable: CitraMerek
Coefficients
Model
Unstandardized
Standardized
Coefficients
Coefficients
B
(Constant)
Std. Error
1.548
.407
aJual
a. Dependent Variable: LoyalitasKonsumen
.088
KualitasPelayananPurn
Collinearity
Statistics
Beta
13.975
1
a
Tolerance
.366
9.031
.000
4.609
.000
1.000
VIF
1.000
Koefisien Determinan (R2)
b
Model Summary
Model
1
R
.369
R Square
a
Adjusted R
Std. Error of the
Square
Estimate
.136
.130
2.10152
a. Predictors: (Constant), KualitasPelayananPurnaJual
b. Dependent Variable: CitraMerek
Model Summaryb
Model
1
R
.366
R Square
a
Adjusted R
Std. Error of the
Square
Estimate
.134
.128
1.41529
a. Predictors: (Constant), KualitasPelayananPurnaJual
b. Dependent Variable: LoyalitasKonsumen
Universitas Sumatera Utara