Validitas dan Reliabilitas Variabel Kepuasan Pelanggan

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