DATA PENELITIAN NO Analisis Pengaruh Kualitas Pelayanan Dan Kepuasan Konsumen Terhadap Loyalitas Pelanggan Pada Warung Es Kobar Di Kota Barat.
PEKERJAAN
M AHASISWA
GURU
M AHASISWA
M AHASISWA
M AHASISWA
1
4
4
4
4
4
2
5
4
4
5
5
3
4
4
4
4
5
DATA PENELITIAN
4 5
X1
4 4
21
8
5 4
21
11
4 3
19
12
4 4
21
13
5 4
23
13
M AHASISWA
PNS
M AHASISWA
SWASTA
BIDAN
FISIOTERAPIS
SWASTA
SWASTA
GURU
SWASTA
GURU
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
IRT
GURU
SWASTA
SWASTA
M AHASISWA
M AHASISWA
SWASTA
2
4
3
2
4
5
5
4
4
4
3
3
5
5
4
3
4
4
4
3
4
3
4
4
4
4
4
4
1
4
4
4
3
5
5
4
3
3
2
3
4
4
4
4
4
4
4
3
3
3
3
4
4
4
4
5
1
3
4
3
3
5
5
4
3
3
2
4
5
4
4
3
4
4
3
2
3
3
4
4
3
4
4
4
2
4
4
3
3
4
5
4
3
3
2
4
3
3
3
4
4
4
3
3
3
3
4
4
4
4
4
5
2
3
3
4
4
3
5
4
3
2
3
4
4
3
5
3
4
4
3
3
3
3
3
4
4
4
4
4
8
18
18
16
17
22
25
20
16
15
12
18
21
19
20
17
20
20
17
14
16
15
18
20
19
20
20
22
14
14
15
15
15
15
15
15
15
15
16
16
16
16
16
16
17
17
17
17
17
17
17
17
17
17
17
17
1
2
3
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
1
1
2
2
1
1
2
3
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
SWASTA
GURU
4
3
4
4
4
4
1
4
4
4
4
4
4
2
1
4
3
4
4
4
4
3
1
4
5
4
4
5
4
3
5
4
3
3
5
4
4
3
5
3
19
18
21
21
20
15
13
19
18
18
18
18
18
18
18
18
2
2
1
2
2
2
2
2
2
2
2
2
PNS
SWASTA
PELAJAR
SWASTA
SWASTA
M AHASISWA
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
M AHASISWA
GURU
4
3
3
5
4
3
3
4
4
4
4
3
4
3
3
3
4
3
3
2
4
4
4
4
4
3
3
3
3
3
3
3
4
4
4
3
4
3
3
3
4
3
3
2
4
4
4
2
4
3
4
3
3
3
3
4
4
5
4
2
20
15
16
17
18
15
15
15
20
21
20
14
18
18
18
18
18
18
19
19
19
19
19
19
NO
1
2
3
4
5
GENDER
Laki-laki
Perempuan
Perempuan
Perempuan
Perempuan
UM UR
19
40
21
22
23
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
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Laki-laki
Perempuan
17
28
21
23
32
32
30
25
26
32
23
21
20
21
23
25
28
21
24
19
20
29
25
22
23
19
21
21
1
4
2
2
2
1
3
2
2
4
4
3
2
3
4
2
2
1
2
2
2
3
2
2
1
1
3
3
2
3
1
2
2
34
35
36
37
38
39
40
41
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
18
20
21
21
20
20
22
27
42
43
44
45
46
47
48
49
50
51
52
53
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
25
24
14
25
24
22
22
25
20
20
24
25
1
5
4
4
4
4
2
4
4
3
4
4
3
5
4
4
4
4
4
4
5
4
4
4
X2
18
15
15
16
16
3
5
3
3
4
4
4
4
3
3
3
4
3
5
4
3
4
4
4
3
3
2
4
4
4
4
3
4
2
3
3
4
4
4
4
4
4
3
5
4
3
4
2
3
4
4
4
4
3
3
4
4
3
3
4
4
2
3
3
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
2
4
4
4
4
4
4
2
4
3
4
3
3
4
4
4
2
3
4
3
4
4
2
4
4
4
3
3
5
4
4
4
3
4
4
31
32
33
34
35
36
37
38
4
4
4
4
4
3
5
4
4
2
4
4
4
3
1
4
3
3
4
4
4
4
1
4
39
40
41
42
43
44
45
46
47
48
49
50
4
4
4
3
4
3
3
3
4
3
4
3
4
3
3
3
4
3
3
4
4
3
4
4
4
4
4
4
4
4
3
4
4
3
4
4
1
4
4
4
3
4
2
4
4
4
4
4
3
4
5
4
4
4
4
3
4
3
3
4
2
3
4
4
4
4
4
4
4
3
4
5
4
3
4
3
3
3
4
3
3
3
4
4
4
4
3
4
3
4
5
3
4
4
4
4
4
4
3
3
3
3
4
3
3
3
3
3
4
4
3
4
4
4
4
4
4
5
5
4
5
4
4
4
4
4
3
4
3
3
4
4
3
2
4
4
4
4
4
4
4
4
4
5
2
5
4
4
5
4
4
4
4
3
5
3
4
5
4
4
3
2
4
3
4
3
4
3
3
4
4
4
Y
15
17
15
14
16
11
17
18
15
18
16
16
16
16
14
15
15
14
14
16
14
12
10
15
13
15
14
15
15
15
16
15
17
2
3
4
5
6
7
8
9
5
4
4
4
4
2
5
4
3
4
4
4
4
4
5
4
3
5
4
4
4
4
5
4
4
5
4
4
4
3
5
4
15
18
16
16
16
13
20
16
10
11
12
13
14
15
16
17
18
19
20
21
4
3
3
4
4
3
3
3
4
4
4
4
4
5
4
3
3
3
3
3
5
3
4
4
4
4
4
4
4
5
3
4
4
3
4
2
4
3
3
3
4
3
3
2
4
2
4
4
16
15
14
14
15
14
12
12
17
12
16
14
9
15
12
15
15
15
16
16
15
12
15
16
13
17
14
13
16
16
16
14
13
12
16
16
15
14
15
16
7
9
11
12
12
12
12
12
12
12
12
12
13
13
13
13
13
13
13
13
13
14
14
14
14
14
14
14
14
14
14
14
15
1
2
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
1
4
4
4
4
4
3
5
4
15
13
16
16
16
13
12
16
15
15
15
15
15
15
15
15
4
3
3
3
4
2
3
2
5
3
4
4
16
14
14
13
16
12
12
13
17
12
16
15
15
15
15
15
15
15
15
16
16
16
16
16
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Laki-laki
20
19
30
35
30
20
20
21
21
24
20
23
20
20
19
21
20
19
19
21
22
21
20
21
21
22
21
24
21
20
20
19
20
20
21
21
2
1
3
4
3
1
1
2
2
2
1
2
2
2
1
2
2
1
1
2
2
2
2
2
2
2
2
2
2
1
1
1
1
1
2
2
M AHASISWA
M AHASISWA
SWASTA
SWASTA
GURU
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
GURU
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
3
3
4
3
5
4
4
3
3
4
3
4
1
5
3
4
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
4
3
3
4
3
3
4
3
4
3
2
4
4
3
4
4
5
3
3
2
5
5
4
4
4
4
3
5
3
3
3
3
3
2
5
4
3
3
1
3
3
4
3
3
4
3
4
3
2
2
1
2
5
2
3
4
4
5
4
2
4
3
4
4
2
2
2
4
4
4
4
4
4
4
2
4
3
3
4
4
4
4
4
4
5
5
4
4
5
5
5
4
4
2
4
4
4
4
3
4
4
5
4
4
4
5
5
4
4
4
4
4
3
3
4
4
4
4
3
4
4
4
4
4
5
4
3
4
3
4
5
5
4
3
4
5
4
4
4
4
5
4
4
4
4
3
1
4
15
16
19
17
21
18
17
18
18
18
16
18
21
19
17
18
20
20
21
19
20
18
19
22
17
18
17
19
20
20
22
20
19
17
11
19
19
19
19
19
19
19
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
21
21
21
21
21
21
21
21
21
21
51
52
53
54
55
56
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
3
4
4
4
5
4
4
5
4
4
4
5
5
4
5
4
4
4
4
4
4
4
3
5
5
4
4
4
5
5
4
4
4
3
3
4
4
3
4
4
4
5
4
4
4
4
5
4
1
4
4
4
4
1
3
5
4
4
4
3
4
5
5
4
5
4
5
5
4
3
4
4
4
4
4
3
4
5
3
5
3
5
4
4
3
5
4
5
3
1
2
3
5
4
5
3
5
4
5
5
3
3
4
5
4
3
3
4
3
3
4
3
4
4
3
5
4
4
5
5
2
4
4
5
5
1
3
3
4
3
5
3
4
5
4
4
3
4
4
4
4
4
2
4
14
14
16
14
17
18
14
19
15
17
18
18
11
17
17
18
16
7
12
15
17
15
17
14
18
18
18
17
16
16
17
18
16
13
12
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
17
17
17
17
17
17
17
17
17
17
17
17
17
18
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
4
4
4
4
4
4
3
4
5
4
5
4
5
5
5
4
4
2
4
4
4
3
4
4
4
4
4
4
4
4
5
5
4
4
3
4
3
4
4
4
4
5
3
5
4
3
4
4
4
4
4
4
4
4
3
3
5
5
4
4
5
5
4
4
3
4
5
4
4
4
3
4
4
3
4
4
4
5
3
5
3
2
1
2
2
5
5
2
4
3
3
2
4
5
5
3
3
2
5
5
3
4
5
4
4
4
4
4
3
3
3
4
4
4
4
4
4
4
4
4
4
4
4
2
4
4
5
4
4
4
2
4
4
4
4
5
4
4
3
5
4
3
3
4
14
14
15
16
16
18
13
18
16
13
14
14
15
18
18
12
16
13
15
13
17
17
15
15
16
15
17
18
14
16
18
18
16
15
13
16
90
91
92
93
94
95
96
97
98
99
100
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
23
21
24
21
23
21
20
20
22
21
21
2
2
2
2
2
2
1
1
2
2
2
GURU
M AHASISWA
M AHASISWA
M AHASISWA
GURU
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
5
5
5
2
5
5
4
5
4
4
4
4
4
4
2
5
4
4
5
3
4
3
4
3
1
2
5
4
4
5
2
4
3
5
5
5
5
5
4
4
5
4
4
4
4
4
5
2
5
4
4
5
4
4
3
22
21
20
13
25
21
20
25
17
20
17
21
21
22
22
22
22
22
23
25
25
25
31
32
33
34
35
36
37
38
39
40
41
4
5
5
5
4
5
3
5
4
4
4
5
4
4
2
4
5
4
2
4
4
4
4
4
5
5
5
5
4
4
5
4
3
3
3
5
5
4
4
4
2
4
4
3
16
16
19
17
17
19
15
13
17
16
14
18
18
18
18
18
18
18
18
19
19
19
58
59
60
61
62
63
64
65
66
67
68
4
4
4
4
4
4
4
5
4
4
3
4
5
4
4
4
4
4
5
5
4
3
5
4
4
4
4
4
4
5
4
4
4
4
4
4
2
5
4
4
3
4
4
3
17
17
16
14
17
16
16
18
17
16
13
Frequencies
Statistics
Jenis Kelamin
N
Valid
Umur
Pekerjaan
100
100
100
0
0
0
Missing
Frequency Table
Jenis Kelamin
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
laki-laki
45
45.0
45.0
45.0
Perempuan
55
55.0
55.0
100.0
100
100.0
100.0
Total
Umur
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
< 30 Tahun
95
95.0
95.0
95.0
> 30 Tahun
5
5.0
5.0
100.0
100
100.0
100.0
Total
Pekerjaan
Cumulative
Frequency
Valid
Mahasiswa
Percent
Valid Percent
Percent
66
66.0
66.0
66.0
Guru
8
8.0
8.0
74.0
PNS
4
4.0
4.0
78.0
Swasta
18
18.0
18.0
96.0
Lainnya
4
4.0
4.0
100.0
100
100.0
100.0
Total
Explore
Case Processing Summary
Cases
Valid
N
Missing
Percent
Loyalitas Pelanggan
100
N
Total
Percent
100.0%
0
N
.0%
Percent
100
100.0%
Descriptives
Statistic
Loyalitas Pelanggan
Mean
Std. Error
15.29
95% Confidence Interval for
Mean
Lower Bound
14.93
Upper Bound
15.65
5% Trimmed Mean
15.33
Median
15.00
Variance
3.218
Std. Deviation
1.794
Minimum
10
Maximum
20
Range
10
Interquartile Range
.179
2
Skewness
Kurtosis
-.265
.241
.180
.478
Tests of Normality
a
Kolmogorov-Smirnov
Statistic
Loyalitas Pelanggan
.134
a. Lilliefors Significance Correction
df
Shapiro-Wilk
Sig.
100
.000
Statistic
.965
df
Sig.
100
.009
Loyalitas Pelanggan
Loyalitas Pelanggan Stem-and-Leaf Plot
Frequency
Stem &
1.00 Extremes
1.00
11 .
.00
11 .
5.00
12 .
.00
12 .
8.00
13 .
.00
13 .
16.00
14 .
.00
14 .
21.00
15 .
.00
15 .
25.00
16 .
.00
16 .
11.00
17 .
.00
17 .
11.00
18 .
1.00 Extremes
Stem width:
Each leaf:
Leaf
(==20.0)
1
1 case(s)
Heteroskedastisitas
Correlations
Spearman's rho
Kualitas pelayanan
Kualitas
Kepuasan
pelayanan
Konsumen
1.000
.291**
-.141
.
.003
.160
100
100
100
**
1.000
.090
Sig. (2-tailed)
.003
.
.375
N
100
100
100
-.141
.090
1.000
Sig. (2-tailed)
.160
.375
.
N
100
100
100
Correlation Coefficient
Sig. (2-tailed)
N
Kepuasan Konsumen Correlation Coefficient
absres
absres
Correlation Coefficient
**. Correlation is significant at the 0.01 level (2-tailed).
.291
Regression
b
Variables Entered/Removed
Variables
Model
Variables Entered
1
Kepuasan
Removed
Method
Konsumen,
. Enter
Kualitas
pelayanana
a. All requested variables entered.
b. Dependent Variable: Loyalitas Pelanggan
b
Model Summary
Model
R
Std. Error of the
Square
Estimate
R Square
a
1
Adjusted R
.422
.178
.161
1.643
a. Predictors: (Constant), Kepuasan Konsumen, Kualitas pelayanan
b. Dependent Variable: Loyalitas Pelanggan
b
ANOVA
Model
1
Sum of Squares
Regression
df
Mean Square
F
56.722
2
28.361
Residual
261.868
97
2.700
Total
318.590
99
Sig.
10.505
.000
a
a. Predictors: (Constant), Kepuasan Konsumen, Kualitas pelayanan
b. Dependent Variable: Loyalitas Pelanggan
a
Coefficients
Unstandardized
Standardized
Coefficients
Coefficients
Model
B
1
8.984
1.389
Kualitas pelayanan
.163
.061
Kepuasan Konsumen
.217
.082
(Constant)
Std. Error
a. Dependent Variable: Loyalitas Pelanggan
Beta
Collinearity Statistics
t
Sig.
Tolerance
VIF
6.468
.000
.260
2.666
.009
.891
1.123
.257
2.638
.010
.891
1.123
a
Collinearity Diagnostics
Variance Proportions
Dimensi
Eigenvalue
Condition Index
(Constant)
Kualitas
Kepuasan
pelayanan
Konsumen
Model
on
1
1
2.976
1.000
.00
.00
.00
2
.014
14.350
.03
.87
.42
3
.009
18.030
.96
.13
.58
a. Dependent Variable: Loyalitas Pelanggan
a
Residuals Statistics
Minimum
Predicted Value
Maximum
Mean
Std. Deviation
N
12.24
16.75
15.29
.757
100
Residual
-5.721
6.290
.000
1.626
100
Std. Predicted Value
-4.026
1.935
.000
1.000
100
Std. Residual
-3.482
3.828
.000
.990
100
a. Dependent Variable: Loyalitas Pelanggan
Reliability Scale: ALL VARIABLES
Case Processing Summary
N
Cases
Valid
Excluded
%
100
100.0
0
.0
100
100.0
a
Total
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
.734
N of Items
5
Item Statistics
Mean
Std. Deviation
N
l1
3.85
.642
100
l2
3.87
.630
100
l3
3.85
.857
100
l4
3.72
.740
100
15.29
1.794
100
Loyalitas Pelanggan
Reliability Scale: ALL VARIABLES
Case Processing Summary
N
Cases
Valid
Excluded
%
100
100.0
0
.0
100
100.0
a
Total
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
.764
5
Item Statistics
Mean
Std. Deviation
N
k1
3.93
.671
100
k2
3.71
.844
100
k3
3.88
.808
100
k4
3.68
.839
100
15.18
2.129
100
Kepuasan Konsumen
Reliability Scale: ALL VARIABLES
Case Processing Summary
N
Cases
Valid
Excluded
a
Total
%
100
100.0
0
.0
100
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
.768
N of Items
6
Item Statistics
Mean
Std. Deviation
N
p1
3.82
.796
100
p2
3.59
.911
100
p3
3.41
.954
100
p4
3.91
.780
100
p5
3.72
.780
100
18.45
2.855
100
Kualitas pelayanan
Correlations
Correlations
Loyalitas
l1
l1
Pearson Correlation
l2
l2
l3
l4
.294**
.574**
.012
.892
.003
.000
100
100
100
100
100
*
1
**
.181
.001
.071
.000
100
100
100
100
**
1
.092
.251
Sig. (2-tailed)
.012
N
100
Pearson Correlation
.014
Sig. (2-tailed)
.892
.001
N
100
100
**
Sig. (2-tailed)
N
Loyalita Pearson Correlation
s
Pelang
gan
Pelanggan
.014
Pearson Correlation
Pearson Correlation
l4
.251*
1
Sig. (2-tailed)
N
l3
.319
.319
.668
.633
**
**
.361
.000
100
100
100
.181
.092
1
.003
.071
.361
100
100
100
.294
.574
**
.668
**
.633
**
100
100
**
1
.625
.000
.000
.000
.000
N
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
**
.000
Sig. (2-tailed)
*. Correlation is significant at the 0.05 level (2-tailed).
.625
100
Correlations
Correlations
Kepuasan
k1
k1
Pearson Correlation
k2
1
Sig. (2-tailed)
N
k2
k3
k4
Konsu
men
.265**
.476**
.728
.255
.008
.000
100
100
100
100
1
**
**
Sig. (2-tailed)
.728
N
100
100
Pearson Correlation
.115
**
Sig. (2-tailed)
.255
.000
N
100
100
**
**
.265
.482
.352
.482
100
100
100
1
**
.315
**
.000
100
100
100
**
1
.315
N
100
100
100
.729
**
.722
**
.000
100
100
**
1
.722
Sig. (2-tailed)
.000
.000
.000
.000
N
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
.729
.001
.001
**
**
.000
.000
.726
.726
.000
.008
**
.352
.000
Sig. (2-tailed)
.476
Konsumen
.115
.035
Pearson Correlation
k4
.035
Pearson Correlation
Kepuas Pearson Correlation
an
100
k3
100
Correlations
Correlations
Kualitas
p1
p1
Pearson Correlation
p2
p2
p3
p4
p5
Pearson Correlation
pelayanan
.169
.260**
.627**
.000
.000
.093
.009
.000
100
100
100
100
100
100
**
1
.343
.000
N
100
.364
**
.555
**
**
.289
**
.406
.790
**
.000
.004
.000
.000
100
100
100
100
100
**
1
.104
.555
Sig. (2-tailed)
.000
.000
N
100
100
Pearson Correlation
.169
Sig. (2-tailed)
N
Pearson Correlation
p5
.364**
Sig. (2-tailed)
Pearson Correlation
p4
.343**
1
Sig. (2-tailed)
N
p3
**
.264
.714
**
.301
.008
.000
100
100
100
100
**
.104
1
.093
.004
.301
100
100
100
.260
**
.289
.406
**
.264
**
100
100
100
**
1
.390
.000
.008
.000
N
100
100
100
100
**
.714
**
**
.554
.670
**
.000
100
100
**
1
Kualitas
Pearson Correlation
pelayanan
Sig. (2-tailed)
.000
.000
.000
.000
.000
N
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
.790
**
.000
.009
**
.554
.000
Sig. (2-tailed)
.627
**
.390
.670
100
M AHASISWA
GURU
M AHASISWA
M AHASISWA
M AHASISWA
1
4
4
4
4
4
2
5
4
4
5
5
3
4
4
4
4
5
DATA PENELITIAN
4 5
X1
4 4
21
8
5 4
21
11
4 3
19
12
4 4
21
13
5 4
23
13
M AHASISWA
PNS
M AHASISWA
SWASTA
BIDAN
FISIOTERAPIS
SWASTA
SWASTA
GURU
SWASTA
GURU
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
IRT
GURU
SWASTA
SWASTA
M AHASISWA
M AHASISWA
SWASTA
2
4
3
2
4
5
5
4
4
4
3
3
5
5
4
3
4
4
4
3
4
3
4
4
4
4
4
4
1
4
4
4
3
5
5
4
3
3
2
3
4
4
4
4
4
4
4
3
3
3
3
4
4
4
4
5
1
3
4
3
3
5
5
4
3
3
2
4
5
4
4
3
4
4
3
2
3
3
4
4
3
4
4
4
2
4
4
3
3
4
5
4
3
3
2
4
3
3
3
4
4
4
3
3
3
3
4
4
4
4
4
5
2
3
3
4
4
3
5
4
3
2
3
4
4
3
5
3
4
4
3
3
3
3
3
4
4
4
4
4
8
18
18
16
17
22
25
20
16
15
12
18
21
19
20
17
20
20
17
14
16
15
18
20
19
20
20
22
14
14
15
15
15
15
15
15
15
15
16
16
16
16
16
16
17
17
17
17
17
17
17
17
17
17
17
17
1
2
3
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
1
1
2
2
1
1
2
3
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
SWASTA
GURU
4
3
4
4
4
4
1
4
4
4
4
4
4
2
1
4
3
4
4
4
4
3
1
4
5
4
4
5
4
3
5
4
3
3
5
4
4
3
5
3
19
18
21
21
20
15
13
19
18
18
18
18
18
18
18
18
2
2
1
2
2
2
2
2
2
2
2
2
PNS
SWASTA
PELAJAR
SWASTA
SWASTA
M AHASISWA
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
M AHASISWA
GURU
4
3
3
5
4
3
3
4
4
4
4
3
4
3
3
3
4
3
3
2
4
4
4
4
4
3
3
3
3
3
3
3
4
4
4
3
4
3
3
3
4
3
3
2
4
4
4
2
4
3
4
3
3
3
3
4
4
5
4
2
20
15
16
17
18
15
15
15
20
21
20
14
18
18
18
18
18
18
19
19
19
19
19
19
NO
1
2
3
4
5
GENDER
Laki-laki
Perempuan
Perempuan
Perempuan
Perempuan
UM UR
19
40
21
22
23
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
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Laki-laki
Perempuan
17
28
21
23
32
32
30
25
26
32
23
21
20
21
23
25
28
21
24
19
20
29
25
22
23
19
21
21
1
4
2
2
2
1
3
2
2
4
4
3
2
3
4
2
2
1
2
2
2
3
2
2
1
1
3
3
2
3
1
2
2
34
35
36
37
38
39
40
41
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
18
20
21
21
20
20
22
27
42
43
44
45
46
47
48
49
50
51
52
53
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
25
24
14
25
24
22
22
25
20
20
24
25
1
5
4
4
4
4
2
4
4
3
4
4
3
5
4
4
4
4
4
4
5
4
4
4
X2
18
15
15
16
16
3
5
3
3
4
4
4
4
3
3
3
4
3
5
4
3
4
4
4
3
3
2
4
4
4
4
3
4
2
3
3
4
4
4
4
4
4
3
5
4
3
4
2
3
4
4
4
4
3
3
4
4
3
3
4
4
2
3
3
4
4
4
4
4
4
4
4
4
4
4
4
5
4
4
4
4
4
2
4
4
4
4
4
4
2
4
3
4
3
3
4
4
4
2
3
4
3
4
4
2
4
4
4
3
3
5
4
4
4
3
4
4
31
32
33
34
35
36
37
38
4
4
4
4
4
3
5
4
4
2
4
4
4
3
1
4
3
3
4
4
4
4
1
4
39
40
41
42
43
44
45
46
47
48
49
50
4
4
4
3
4
3
3
3
4
3
4
3
4
3
3
3
4
3
3
4
4
3
4
4
4
4
4
4
4
4
3
4
4
3
4
4
1
4
4
4
3
4
2
4
4
4
4
4
3
4
5
4
4
4
4
3
4
3
3
4
2
3
4
4
4
4
4
4
4
3
4
5
4
3
4
3
3
3
4
3
3
3
4
4
4
4
3
4
3
4
5
3
4
4
4
4
4
4
3
3
3
3
4
3
3
3
3
3
4
4
3
4
4
4
4
4
4
5
5
4
5
4
4
4
4
4
3
4
3
3
4
4
3
2
4
4
4
4
4
4
4
4
4
5
2
5
4
4
5
4
4
4
4
3
5
3
4
5
4
4
3
2
4
3
4
3
4
3
3
4
4
4
Y
15
17
15
14
16
11
17
18
15
18
16
16
16
16
14
15
15
14
14
16
14
12
10
15
13
15
14
15
15
15
16
15
17
2
3
4
5
6
7
8
9
5
4
4
4
4
2
5
4
3
4
4
4
4
4
5
4
3
5
4
4
4
4
5
4
4
5
4
4
4
3
5
4
15
18
16
16
16
13
20
16
10
11
12
13
14
15
16
17
18
19
20
21
4
3
3
4
4
3
3
3
4
4
4
4
4
5
4
3
3
3
3
3
5
3
4
4
4
4
4
4
4
5
3
4
4
3
4
2
4
3
3
3
4
3
3
2
4
2
4
4
16
15
14
14
15
14
12
12
17
12
16
14
9
15
12
15
15
15
16
16
15
12
15
16
13
17
14
13
16
16
16
14
13
12
16
16
15
14
15
16
7
9
11
12
12
12
12
12
12
12
12
12
13
13
13
13
13
13
13
13
13
14
14
14
14
14
14
14
14
14
14
14
15
1
2
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
1
4
4
4
4
4
3
5
4
15
13
16
16
16
13
12
16
15
15
15
15
15
15
15
15
4
3
3
3
4
2
3
2
5
3
4
4
16
14
14
13
16
12
12
13
17
12
16
15
15
15
15
15
15
15
15
16
16
16
16
16
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Laki-laki
20
19
30
35
30
20
20
21
21
24
20
23
20
20
19
21
20
19
19
21
22
21
20
21
21
22
21
24
21
20
20
19
20
20
21
21
2
1
3
4
3
1
1
2
2
2
1
2
2
2
1
2
2
1
1
2
2
2
2
2
2
2
2
2
2
1
1
1
1
1
2
2
M AHASISWA
M AHASISWA
SWASTA
SWASTA
GURU
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
GURU
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
SWASTA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
3
3
4
3
5
4
4
3
3
4
3
4
1
5
3
4
4
4
4
4
4
4
5
4
4
4
4
4
4
5
4
4
4
3
3
4
3
3
4
3
4
3
2
4
4
3
4
4
5
3
3
2
5
5
4
4
4
4
3
5
3
3
3
3
3
2
5
4
3
3
1
3
3
4
3
3
4
3
4
3
2
2
1
2
5
2
3
4
4
5
4
2
4
3
4
4
2
2
2
4
4
4
4
4
4
4
2
4
3
3
4
4
4
4
4
4
5
5
4
4
5
5
5
4
4
2
4
4
4
4
3
4
4
5
4
4
4
5
5
4
4
4
4
4
3
3
4
4
4
4
3
4
4
4
4
4
5
4
3
4
3
4
5
5
4
3
4
5
4
4
4
4
5
4
4
4
4
3
1
4
15
16
19
17
21
18
17
18
18
18
16
18
21
19
17
18
20
20
21
19
20
18
19
22
17
18
17
19
20
20
22
20
19
17
11
19
19
19
19
19
19
19
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
20
21
21
21
21
21
21
21
21
21
21
51
52
53
54
55
56
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
3
4
4
4
5
4
4
5
4
4
4
5
5
4
5
4
4
4
4
4
4
4
3
5
5
4
4
4
5
5
4
4
4
3
3
4
4
3
4
4
4
5
4
4
4
4
5
4
1
4
4
4
4
1
3
5
4
4
4
3
4
5
5
4
5
4
5
5
4
3
4
4
4
4
4
3
4
5
3
5
3
5
4
4
3
5
4
5
3
1
2
3
5
4
5
3
5
4
5
5
3
3
4
5
4
3
3
4
3
3
4
3
4
4
3
5
4
4
5
5
2
4
4
5
5
1
3
3
4
3
5
3
4
5
4
4
3
4
4
4
4
4
2
4
14
14
16
14
17
18
14
19
15
17
18
18
11
17
17
18
16
7
12
15
17
15
17
14
18
18
18
17
16
16
17
18
16
13
12
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
16
17
17
17
17
17
17
17
17
17
17
17
17
17
18
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
4
4
4
4
4
4
3
4
5
4
5
4
5
5
5
4
4
2
4
4
4
3
4
4
4
4
4
4
4
4
5
5
4
4
3
4
3
4
4
4
4
5
3
5
4
3
4
4
4
4
4
4
4
4
3
3
5
5
4
4
5
5
4
4
3
4
5
4
4
4
3
4
4
3
4
4
4
5
3
5
3
2
1
2
2
5
5
2
4
3
3
2
4
5
5
3
3
2
5
5
3
4
5
4
4
4
4
4
3
3
3
4
4
4
4
4
4
4
4
4
4
4
4
2
4
4
5
4
4
4
2
4
4
4
4
5
4
4
3
5
4
3
3
4
14
14
15
16
16
18
13
18
16
13
14
14
15
18
18
12
16
13
15
13
17
17
15
15
16
15
17
18
14
16
18
18
16
15
13
16
90
91
92
93
94
95
96
97
98
99
100
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
Perempuan
23
21
24
21
23
21
20
20
22
21
21
2
2
2
2
2
2
1
1
2
2
2
GURU
M AHASISWA
M AHASISWA
M AHASISWA
GURU
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
M AHASISWA
5
5
5
2
5
5
4
5
4
4
4
4
4
4
2
5
4
4
5
3
4
3
4
3
1
2
5
4
4
5
2
4
3
5
5
5
5
5
4
4
5
4
4
4
4
4
5
2
5
4
4
5
4
4
3
22
21
20
13
25
21
20
25
17
20
17
21
21
22
22
22
22
22
23
25
25
25
31
32
33
34
35
36
37
38
39
40
41
4
5
5
5
4
5
3
5
4
4
4
5
4
4
2
4
5
4
2
4
4
4
4
4
5
5
5
5
4
4
5
4
3
3
3
5
5
4
4
4
2
4
4
3
16
16
19
17
17
19
15
13
17
16
14
18
18
18
18
18
18
18
18
19
19
19
58
59
60
61
62
63
64
65
66
67
68
4
4
4
4
4
4
4
5
4
4
3
4
5
4
4
4
4
4
5
5
4
3
5
4
4
4
4
4
4
5
4
4
4
4
4
4
2
5
4
4
3
4
4
3
17
17
16
14
17
16
16
18
17
16
13
Frequencies
Statistics
Jenis Kelamin
N
Valid
Umur
Pekerjaan
100
100
100
0
0
0
Missing
Frequency Table
Jenis Kelamin
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
laki-laki
45
45.0
45.0
45.0
Perempuan
55
55.0
55.0
100.0
100
100.0
100.0
Total
Umur
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
< 30 Tahun
95
95.0
95.0
95.0
> 30 Tahun
5
5.0
5.0
100.0
100
100.0
100.0
Total
Pekerjaan
Cumulative
Frequency
Valid
Mahasiswa
Percent
Valid Percent
Percent
66
66.0
66.0
66.0
Guru
8
8.0
8.0
74.0
PNS
4
4.0
4.0
78.0
Swasta
18
18.0
18.0
96.0
Lainnya
4
4.0
4.0
100.0
100
100.0
100.0
Total
Explore
Case Processing Summary
Cases
Valid
N
Missing
Percent
Loyalitas Pelanggan
100
N
Total
Percent
100.0%
0
N
.0%
Percent
100
100.0%
Descriptives
Statistic
Loyalitas Pelanggan
Mean
Std. Error
15.29
95% Confidence Interval for
Mean
Lower Bound
14.93
Upper Bound
15.65
5% Trimmed Mean
15.33
Median
15.00
Variance
3.218
Std. Deviation
1.794
Minimum
10
Maximum
20
Range
10
Interquartile Range
.179
2
Skewness
Kurtosis
-.265
.241
.180
.478
Tests of Normality
a
Kolmogorov-Smirnov
Statistic
Loyalitas Pelanggan
.134
a. Lilliefors Significance Correction
df
Shapiro-Wilk
Sig.
100
.000
Statistic
.965
df
Sig.
100
.009
Loyalitas Pelanggan
Loyalitas Pelanggan Stem-and-Leaf Plot
Frequency
Stem &
1.00 Extremes
1.00
11 .
.00
11 .
5.00
12 .
.00
12 .
8.00
13 .
.00
13 .
16.00
14 .
.00
14 .
21.00
15 .
.00
15 .
25.00
16 .
.00
16 .
11.00
17 .
.00
17 .
11.00
18 .
1.00 Extremes
Stem width:
Each leaf:
Leaf
(==20.0)
1
1 case(s)
Heteroskedastisitas
Correlations
Spearman's rho
Kualitas pelayanan
Kualitas
Kepuasan
pelayanan
Konsumen
1.000
.291**
-.141
.
.003
.160
100
100
100
**
1.000
.090
Sig. (2-tailed)
.003
.
.375
N
100
100
100
-.141
.090
1.000
Sig. (2-tailed)
.160
.375
.
N
100
100
100
Correlation Coefficient
Sig. (2-tailed)
N
Kepuasan Konsumen Correlation Coefficient
absres
absres
Correlation Coefficient
**. Correlation is significant at the 0.01 level (2-tailed).
.291
Regression
b
Variables Entered/Removed
Variables
Model
Variables Entered
1
Kepuasan
Removed
Method
Konsumen,
. Enter
Kualitas
pelayanana
a. All requested variables entered.
b. Dependent Variable: Loyalitas Pelanggan
b
Model Summary
Model
R
Std. Error of the
Square
Estimate
R Square
a
1
Adjusted R
.422
.178
.161
1.643
a. Predictors: (Constant), Kepuasan Konsumen, Kualitas pelayanan
b. Dependent Variable: Loyalitas Pelanggan
b
ANOVA
Model
1
Sum of Squares
Regression
df
Mean Square
F
56.722
2
28.361
Residual
261.868
97
2.700
Total
318.590
99
Sig.
10.505
.000
a
a. Predictors: (Constant), Kepuasan Konsumen, Kualitas pelayanan
b. Dependent Variable: Loyalitas Pelanggan
a
Coefficients
Unstandardized
Standardized
Coefficients
Coefficients
Model
B
1
8.984
1.389
Kualitas pelayanan
.163
.061
Kepuasan Konsumen
.217
.082
(Constant)
Std. Error
a. Dependent Variable: Loyalitas Pelanggan
Beta
Collinearity Statistics
t
Sig.
Tolerance
VIF
6.468
.000
.260
2.666
.009
.891
1.123
.257
2.638
.010
.891
1.123
a
Collinearity Diagnostics
Variance Proportions
Dimensi
Eigenvalue
Condition Index
(Constant)
Kualitas
Kepuasan
pelayanan
Konsumen
Model
on
1
1
2.976
1.000
.00
.00
.00
2
.014
14.350
.03
.87
.42
3
.009
18.030
.96
.13
.58
a. Dependent Variable: Loyalitas Pelanggan
a
Residuals Statistics
Minimum
Predicted Value
Maximum
Mean
Std. Deviation
N
12.24
16.75
15.29
.757
100
Residual
-5.721
6.290
.000
1.626
100
Std. Predicted Value
-4.026
1.935
.000
1.000
100
Std. Residual
-3.482
3.828
.000
.990
100
a. Dependent Variable: Loyalitas Pelanggan
Reliability Scale: ALL VARIABLES
Case Processing Summary
N
Cases
Valid
Excluded
%
100
100.0
0
.0
100
100.0
a
Total
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
.734
N of Items
5
Item Statistics
Mean
Std. Deviation
N
l1
3.85
.642
100
l2
3.87
.630
100
l3
3.85
.857
100
l4
3.72
.740
100
15.29
1.794
100
Loyalitas Pelanggan
Reliability Scale: ALL VARIABLES
Case Processing Summary
N
Cases
Valid
Excluded
%
100
100.0
0
.0
100
100.0
a
Total
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
.764
5
Item Statistics
Mean
Std. Deviation
N
k1
3.93
.671
100
k2
3.71
.844
100
k3
3.88
.808
100
k4
3.68
.839
100
15.18
2.129
100
Kepuasan Konsumen
Reliability Scale: ALL VARIABLES
Case Processing Summary
N
Cases
Valid
Excluded
a
Total
%
100
100.0
0
.0
100
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
.768
N of Items
6
Item Statistics
Mean
Std. Deviation
N
p1
3.82
.796
100
p2
3.59
.911
100
p3
3.41
.954
100
p4
3.91
.780
100
p5
3.72
.780
100
18.45
2.855
100
Kualitas pelayanan
Correlations
Correlations
Loyalitas
l1
l1
Pearson Correlation
l2
l2
l3
l4
.294**
.574**
.012
.892
.003
.000
100
100
100
100
100
*
1
**
.181
.001
.071
.000
100
100
100
100
**
1
.092
.251
Sig. (2-tailed)
.012
N
100
Pearson Correlation
.014
Sig. (2-tailed)
.892
.001
N
100
100
**
Sig. (2-tailed)
N
Loyalita Pearson Correlation
s
Pelang
gan
Pelanggan
.014
Pearson Correlation
Pearson Correlation
l4
.251*
1
Sig. (2-tailed)
N
l3
.319
.319
.668
.633
**
**
.361
.000
100
100
100
.181
.092
1
.003
.071
.361
100
100
100
.294
.574
**
.668
**
.633
**
100
100
**
1
.625
.000
.000
.000
.000
N
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
**
.000
Sig. (2-tailed)
*. Correlation is significant at the 0.05 level (2-tailed).
.625
100
Correlations
Correlations
Kepuasan
k1
k1
Pearson Correlation
k2
1
Sig. (2-tailed)
N
k2
k3
k4
Konsu
men
.265**
.476**
.728
.255
.008
.000
100
100
100
100
1
**
**
Sig. (2-tailed)
.728
N
100
100
Pearson Correlation
.115
**
Sig. (2-tailed)
.255
.000
N
100
100
**
**
.265
.482
.352
.482
100
100
100
1
**
.315
**
.000
100
100
100
**
1
.315
N
100
100
100
.729
**
.722
**
.000
100
100
**
1
.722
Sig. (2-tailed)
.000
.000
.000
.000
N
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
.729
.001
.001
**
**
.000
.000
.726
.726
.000
.008
**
.352
.000
Sig. (2-tailed)
.476
Konsumen
.115
.035
Pearson Correlation
k4
.035
Pearson Correlation
Kepuas Pearson Correlation
an
100
k3
100
Correlations
Correlations
Kualitas
p1
p1
Pearson Correlation
p2
p2
p3
p4
p5
Pearson Correlation
pelayanan
.169
.260**
.627**
.000
.000
.093
.009
.000
100
100
100
100
100
100
**
1
.343
.000
N
100
.364
**
.555
**
**
.289
**
.406
.790
**
.000
.004
.000
.000
100
100
100
100
100
**
1
.104
.555
Sig. (2-tailed)
.000
.000
N
100
100
Pearson Correlation
.169
Sig. (2-tailed)
N
Pearson Correlation
p5
.364**
Sig. (2-tailed)
Pearson Correlation
p4
.343**
1
Sig. (2-tailed)
N
p3
**
.264
.714
**
.301
.008
.000
100
100
100
100
**
.104
1
.093
.004
.301
100
100
100
.260
**
.289
.406
**
.264
**
100
100
100
**
1
.390
.000
.008
.000
N
100
100
100
100
**
.714
**
**
.554
.670
**
.000
100
100
**
1
Kualitas
Pearson Correlation
pelayanan
Sig. (2-tailed)
.000
.000
.000
.000
.000
N
100
100
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
.790
**
.000
.009
**
.554
.000
Sig. (2-tailed)
.627
**
.390
.670
100