72
1. Validitas dan Reliabilitas Variabel Nilai Pelanggan
Case Processing Summary
N 30
100.0 Excluded
a
.0 30
100.0 a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbachs Alpha
N of Items .810
4
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item- Total Correlation
Cronbachs Alpha if Item
Deleted VAR00001
10.3000 4.079
.663 .744
VAR00002 10.5000
4.672 .497
.818 VAR00003
10.3667 3.689
.654 .752
VAR00004 10.5333
4.120 .714
.723
2. Validitas dan Reliabilitas Variabel Kepuasan Pelanggan
Case Processing Summary
N Cases
30 100.0
Excluded
a
.0 30
100.0 wise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbachs Alpha N of Items .840
4
Item-Total Statistics
Universitas Sumatera Utara
73
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item- Total Correlation
Cronbachs Alpha if Item
Deleted VAR00001
12.3667 2.171
.700 .785
VAR00002 11.6667
2.230 .684
.792 VAR00003
12.0333 2.378
.624 .818
VAR00004 11.2333
2.323 .684
.793
1. Validitas dan Reliabilitas Variabel Loyalitas
Case Processing Summary
N 30
100.0 Excluded
a
.0 30
100.0 wise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbachs Alpha N of Items .772
4
Item-Total Statistics
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item- Total Correlation
Cronbachs Alpha if Item
Deleted VAR00001
9.3000 3.597
.419 .800
VAR00002 9.1333
2.947 .665
.666 VAR00003
10.0333 3.206
.673 .667
VAR00004 9.3333
3.540 .565
.724
Lampiran: 4 Tabulasi Jawaban Responden
Universitas Sumatera Utara
74 No.
Responde n
Nilai Pelanggan Tota
l Kepuasan
Tota l
Loyalitas Tota
l Q
1 Q
2 Q
3 Q
4 Q
1 Q
2 Q
3 Q
4 Q
1 Q
3 Q
3 Q
4 1
3 3
4 4
14 4
4 4
5 17
3 4
2 2
11 2
3 4
3 3
13 4
4 4
4 16
3 3
2 3
11 3
4 3
4 4
15 5
4 4
4 17
2 4
3 3
12 4
4 3
3 4
14 4
4 4
5 17
3 2
2 3
10 5
3 4
3 3
13 4
5 3
4 16
3 3
3 3
12 6
3 3
3 3
12 4
4 4
4 16
2 4
2 2
10 7
4 3
3 4
14 4
4 4
4 16
3 3
2 2
10 8
4 4
3 3
14 3
4 4
5 16
2 4
2 3
11 9
4 3
3 4
14 4
4 4
5 17
2 2
3 3
10 10
4 3
3 4
14 3
4 4
5 16
3 4
3 2
12 11
4 4
3 3
14 4
3 5
5 17
2 3
3 3
11 12
4 4
4 4
16 4
5 4
5 18
2 4
2 2
10 13
3 4
3 3
13 4
4 4
4 16
2 3
2 3
10 14
4 4
4 4
16 5
4 5
4 18
1 4
2 3
10 15
4 4
4 5
17 4
5 5
5 19
3 3
3 2
11 16
3 4
4 4
15 4
4 5
5 18
2 4
2 2
10 17
4 3
4 4
15 4
5 4
5 18
2 2
3 3
10 18
3 4
2 4
13 4
3 5
4 16
2 3
2 3
10 19
4 3
3 4
14 4
4 3
4 15
3 3
1 4
11 20
3 3
3 3
12 4
3 5
4 16
2 3
3 3
11 21
4 3
4 4
15 5
4 4
5 18
3 4
2 3
12 22
3 4
4 3
14 5
4 4
4 17
2 4
2 3
11 23
4 4
4 4
16 4
5 4
5 18
3 5
1 3
12 24
3 3
3 4
13 3
4 5
4 16
2 4
2 2
10 25
4 4
2 3
13 3
4 4
4 15
3 3
3 2
11 26
4 3
4 4
15 4
4 5
5 18
2 4
2 2
10 27
4 4
4 4
16 4
5 4
5 18
3 3
3 2
11 28
3 3
4 3
13 3
4 4
4 15
3 4
2 2
11 29
3 4
3 4
14 4
4 5
4 17
2 4
3 4
13 30
4 4
4 3
15 5
3 5
5 18
2 3
2 3
10 31
4 4
3 4
15 4
4 5
5 18
2 4
2 2
10 32
5 3
4 3
15 4
4 5
5 18
3 2
3 2
10 33
3 4
2 4
13 4
3 4
4 15
3 3
1 2
9 34
4 3
4 4
15 5
4 5
4 18
3 4
2 4
13 35
4 4
4 4
16 4
5 5
5 19
5 3
2 2
12 36
4 2
3 4
13 4
3 5
4 16
3 3
3 3
12 37
4 5
5 4
18 4
4 5
5 18
4 3
3 3
13 38
3 3
2 4
12 4
3 5
4 16
4 3
2 2
11 39
4 4
3 4
15 4
4 5
5 18
3 3
2 2
10 40
4 4
4 4
16 5
4 5
5 19
5 4
3 3
15 41
4 3
4 4
15 4
4 5
4 17
3 3
2 2
10
Universitas Sumatera Utara
75 42
4 2
4 5
15 4
4 5
5 18
3 4
3 2
12 43
4 3
3 4
14 5
4 3
5 17
3 3
2 2
10 44
4 4
3 5
16 4
5 5
5 19
3 2
3 2
10 45
4 4
3 2
13 3
4 4
4 15
3 2
2 3
10 46
4 4
4 3
15 5
4 5
5 19
3 3
3 2
11 47
4 4
3 4
15 4
4 5
5 18
4 4
2 2
12 48
4 4
3 3
14 5
4 5
4 18
3 3
2 3
11 49
4 4
2 4
14 5
4 4
4 17
4 3
3 4
14 50
4 4
4 4
16 5
4 5
5 19
4 3
2 2
11 51
3 4
4 4
15 4
4 5
5 18
3 4
2 4
13 52
4 4
3 3
14 5
4 3
4 16
3 2
3 4
12 53
4 4
4 5
17 5
5 5
5 20
4 4
2 3
13 54
4 4
3 4
15 5
4 5
4 18
3 3
3 4
13 55
4 4
4 3
15 5
4 4
4 17
3 3
3 2
11 56
3 4
1 4
12 3
4 4
4 15
3 3
3 2
11 57
4 4
4 4
16 5
5 4
5 19
3 2
2 5
12 58
4 3
4 3
14 4
4 4
4 16
4 4
2 3
13 59
3 4
4 5
16 5
4 4
4 17
3 2
2 2
9 60
4 3
4 4
15 5
5 5
5 20
2 3
3 2
10 61
4 4
3 4
15 4
3 5
4 16
3 3
2 3
11 62
4 4
5 3
16 5
4 4
5 18
3 3
3 2
11 63
4 4
4 4
16 5
4 5
5 19
3 4
2 3
12 64
5 3
4 4
16 5
4 5
5 19
3 4
2 5
14 65
4 4
4 4
16 4
4 5
5 18
4 2
3 2
11 66
4 4
4 3
15 5
4 4
4 17
2 4
3 4
13 67
4 4
4 4
16 5
4 4
5 18
4 4
2 3
13 68
4 3
4 4
15 4
4 5
5 18
2 3
3 2
10 69
3 4
3 3
13 4
4 4
3 15
3 3
2 3
11 70
4 4
4 4
16 5
4 5
5 19
5 3
3 2
13 71
4 4
4 4
16 5
4 5
5 19
3 4
2 3
12 72
5 4
4 4
17 4
4 5
5 18
3 4
3 2
12 73
4 4
3 3
14 4
3 4
5 16
3 4
3 2
12 74
4 3
4 4
15 4
4 4
5 17
3 4
2 3
12 75
4 4
4 4
16 5
5 4
5 19
3 4
3 3
13 76
3 4
3 4
14 4
4 5
5 18
3 4
4 2
13 77
3 4
4 3
14 4
4 5
4 17
2 4
3 3
12 78
4 4
3 3
14 3
4 5
4 16
3 3
4 3
13 79
3 4
4 4
15 4
4 5
5 18
3 4
2 2
11 80
4 4
3 3
14 5
4 5
4 18
3 4
3 3
13 81
3 4
4 4
15 5
4 5
5 19
3 3
2 2
10 82
4 4
4 4
16 5
4 5
5 19
3 4
3 3
13 83
4 4
4 3
15 5
5 4
5 19
2 4
2 3
11 84
4 4
3 3
14 5
4 4
4 17
4 4
3 2
13 85
4 4
2 5
15 4
4 5
5 18
3 4
2 3
12 86
4 4
4 4
16 5
4 5
5 19
5 3
3 3
14 87
4 4
4 3
15 4
4 5
5 18
3 3
2 2
10
Universitas Sumatera Utara
76 88
4 4
4 2
14 4
4 4
5 17
4 4
4 3
15 89
4 4
3 4
15 4
4 5
5 18
4 2
2 3
11 90
4 4
4 4
16 4
5 5
5 19
3 5
3 3
14 91
5 4
4 3
16 5
4 5
5 19
3 4
4 2
13 92
4 4
4 4
16 5
5 4
5 19
4 3
3 3
13 93
4 4
4 3
15 5
4 5
5 19
4 4
2 3
13 94
3 4
4 3
14 5
4 5
4 18
3 3
3 3
12 95
3 4
3 3
13 4
5 4
5 18
3 2
2 3
10 96
4 4
4 3
15 5
4 5
5 19
5 3
2 3
13 97
4 4
3 4
15 5
4 4
5 18
2 4
3 4
13 98
4 4
3 2
13 4
3 4
4 15
4 2
3 3
12 99
2 4
4 4
14 4
4 4
4 16
2 3
2 3
10 100
4 4
3 2
13 3
4 4
4 15
3 3
3 3
12
Universitas Sumatera Utara
77
Lampiran 5: Deskriptif Karakteristik Responden
FREQUENCIES VARIABLES=Karakteristik_Berdasarkan_Jenis_Kelamin Karakteristik_Berdasarkan_Usia Karakteristik_Berdasarkan_Pekerjaan
NTILES=4 NTILES=10 ORDER=ANALYSIS.
Frequencies
Statistics
Karakteristik_Berd asarkan_Jenis_Kel
amin Karakteristik_Berd
asarkan_Usia Karakteristik_Berd
asarkan_Pekerjaan N
Valid 100
100 100
Missing
Frequency Table
Karakteristik_Berdasarkan_Jenis_Kelamin
Frequency Percent
Valid Percent Cumulative
Percent Valid
L 33
33.0 33.0
33.0 P
67 67.0
67.0 100.0
Total 100
100.0 100.0
Karakteristik_Berdasarkan_Usia
Frequency Percent
Valid Percent Cumulative
Percent Valid
48 11
11.0 11.0
11.0 19-24
15 15.0
15.0 26.0
25-30 6
6.0 6.0
32.0 31-36
21 21.0
21.0 53.0
37-42 33
33.0 33.0
86.0 43-48
14 14.0
14.0 100.0
Total 100
100.0 100.0
Universitas Sumatera Utara
78
Karakteristik_Berdasarkan_Pekerjaan
Frequency Percent
Valid Percent Cumulative
Percent Valid
IRT 31
31.0 31.0
31.0 Lain-lain
6 6.0
6.0 37.0
Peg. Swasta 26
26.0 26.0
63.0 PELAJARMAHASISWA
11 11.0
11.0 74.0
PNSPeg. BUMNBUMD 18
18.0 18.0
92.0 Wiraswasta
8 8.0
8.0 100.0
Total 100
100.0 100.0
Universitas Sumatera Utara
79
Lampiran 6: Analisis Deskriptif Frekuensi Jawaban Responden
1. Frekuensi Jawaban Responden Tentang Nilai Pelanggan Customer Value
Produk_Berkualitas
Frequency Percent
Valid Percent Cumulative
Percent 1
1.0 1.0
1.0 24
24.0 24.0
25.0 71
71.0 71.0
96.0 4
4.0 4.0
100.0 100
100.0 100.0
Tersedia_Berbagai_Barang_Kebutuhan_Harian
Frequency Percent
Valid Percent Cumulative
Percent 2
2.0 2.0
2.0 24
24.0 24.0
26.0 73
73.0 73.0
99.0 1
1.0 1.0
100.0 100
100.0 100.0
Harga_Relatif_Murah
Frequency Percent
Valid Percent Cumulative
Percent 1
1.0 1.0
1.0 6
6.0 6.0
7.0 36
36.0 36.0
43.0 55
55.0 55.0
98.0 2
2.0 2.0
100.0 100
100.0 100.0
Lokasi_Strategis
Frequency Percent
Valid Percent Cumulative
Percent 4
4.0 4.0
4.0 32
32.0 32.0
36.0 58
58.0 58.0
94.0 6
6.0 6.0
100.0 100
100.0 100.0
Universitas Sumatera Utara
80
2. Frekuensi Jawaban Responden Tentang Kepuasan Satisfaction
Harga_Sesuai_Harapan
Frequency Percent
Valid Percent Cumulative
Percent 9
9.0 9.0
9.0 52
52.0 52.0
61.0 39
39.0 39.0
100.0 100
100.0 100.0
Pelayanan_Berkualitas
Frequency Percent
Valid Percent Cumulative
Percent 10
10.0 10.0
10.0 74
74.0 74.0
84.0 16
16.0 16.0
100.0 100
100.0 100.0
Produk_Sesuai_Harapan
Frequency Percent
Valid Percent Cumulative
Percent 4
4.0 4.0
4.0 42
42.0 42.0
46.0 54
54.0 54.0
100.0 100
100.0 100.0
Rasa_Senang
Frequency Percent
Valid Percent Cumulative
Percent 1
1.0 1.0
1.0 39
39.0 39.0
40.0 60
60.0 60.0
100.0 100
100.0 100.0
Universitas Sumatera Utara
81
3. Frekuensi Jawaban Responden Tentang Loyalitas Pelanggan Customer
Loyalty
Selalu_Berbelanja_Di_Metro
Frequency Percent
Valid Percent Cumulative
Percent 1
1.0 1.0
1.0 24
24.0 24.0
25.0 55
55.0 55.0
80.0 15
15.0 15.0
95.0 5
5.0 5.0
100.0 100
100.0 100.0
Rekomendasi
Frequency Percent
Valid Percent Cumulative
Percent 13
13.0 13.0
13.0 42
42.0 42.0
55.0 43
43.0 43.0
98.0 2
2.0 2.0
100.0 100
100.0 100.0
Tidak_Beralih
Frequency Percent
Valid Percent Cumulative
Percent 3
3.0 3.0
3.0 50
50.0 50.0
53.0 43
43.0 43.0
96.0 4
4.0 4.0
100.0 100
100.0 100.0
Tidak_Bosan
Frequency Percent
Valid Percent Cumulative
Percent 41
41.0 41.0
41.0 48
48.0 48.0
89.0 9
9.0 9.0
98.0 2
2.0 2.0
100.0 100
100.0 100.0
Universitas Sumatera Utara
82
Lampiran 7: Koefisien Regresi
1. Pengaruh Nilai Pelanggan Terhadap Kepuasan