Pengaruh Mutual Benefit, Kepercayaan dan Komitmen terhadap Loyalitas Konsumen Melalui Kepuasan Konsumen Sepeda Motor FIF Astra Cabang Medan
LAMPIRAN
KUESIONER PENELITIAN
Responden yang terhormat.
Pernyataan yang ada di kuesioner ini bertujuan untuk melengkapi data penelitian
dalam rangka penyusunan skripsi dengan judul : “PENGARUH MUTUAL
BENEFIT,
KEPERCAYAAN
DAN
KOMITMEN
TERHADAP
LOYALITAS PELANGGAN MELALUI KEPUASAN KONSUMEN
SEPEDA MOTOR (Studi PT FIF ASTRA Medan)”
Isilah lembar pertanyaaan di bawah ini tanpa kecuali sesuai dengan pendapat
Saudara/Saudari Selama menggunakan jasa PT FIF ASTRA MEDAN. Berikan
tanda [x] atau [√] pada kolom sebelah kanan sesuai dengan jawaban
Saudara/Saudari. Jawaban tersebut tidak untuk disebarluaskan. TERIMA KASIH.
Keterangan pengisisan lembar jawaban pertanyaan :
SS
= Sangat Setuju
S
= Setuju
KS
= Kurang Setuju
TS
= Tidak Setuju
STS
= Sangat Tidak Setuju
Loyalistas Konsumen
No.
Pertanyaan
STS
TS KS
S
SS
Saya puas atas pelayanan yang diberikan
oleh FIF Astra Medan maka saya akan
1.
merekomendasikan kepada orang lain untuk
menggunakan jasa dari PT FIF Astra
Medan.
Saya akan kembali membeli jasa yang
2.
ditawarkan FIF Astra Medan yang sesuai
194
Universitas Sumatera Utara
dengan kebutuhan saya .
saya tidak akan beralih kepada perusahaan
3.
jasa lain yang menawarkan jasa yang serupa
.
Kepuasan Pelanggan
No.
Pertanyaan
STS TS KS
S
SS
STS TS KS
S
SS
Saya Merasa jasa yang saya gunakan dari
1.
FIF Astra Medan memuaskan saya
Harga yang ditawarkan atas jasa FIF Astra
2.
Medan sangat memuaskan.
Pelayanan
3.
yang
menggunakan
saya
jasa
FIF
terima
selama
Astra
Medan
Memuaskan.
Jasa yang ditawarkan FIF Astra sesuai
4.
dengan keinginan saya.
Proses
5.
untuk
mendapatkan
jasa
yang
ditawarkan FIF Astra Medan mudah
Mutual benefit
No.
Pertanyaan
Saya ingin bekerja sama dengan FIF ASTRA
1.
Medan Karena reputasi baik yang dimiliki.
FIF ASTRA Medan selalu menepati janji
2.
mereka kepada saya terhadap jasa yang
ditawarkan
3.
Perlakuan yang saya terima dari FIF ASTRA
195
Universitas Sumatera Utara
Medan sangat baik.
FIF ASTRA Medan Mengenal saya dengan
4.
baik.
Saya mendapat
5.
potongan
harga ketika
kembali membeli jasa FIF ASTRA Medan.
Saya diundang ketika FIF Astra Medan
6.
Mengadakan suatu acara
Kepercayaan
No.
Pertanyaan
STS TS KS
S
SS
STS TS
S
SS
Saya percaya bekerja sama dengan FIF
1.
ASTRA Medan karena Pengalaman mereka
dalam jasa yang saya butuhkan.
Saya menerima benefit ketika mengajak
2.
orang lain menggunakan jasa FIF Astra
Medan
Saya merasa bahwa FIF ASTRA Medan
3.
tidak akan menyembunyikan informasi yang
penting bagi pelanggannya.
Komitmen
No.
1
2
3
4
Pertanyaan
R
Saya suka bekerja sama dengan FIF ASTRA
Medan.
Saya Bekerja sama dengan FIF ASTRA
Medan supaya tidak repot mencari penyedia
jasa lain
Saya tidak pindah ke penyedia jasa lain
karena akan memakan biaya lagi
Saya Ingin terus bermitra dengan FIF
ASTRA Medan
karena saya ingin
merasakan keuntungan yang lebih lagi dari
FIF ASTRA Medan.
196
Universitas Sumatera Utara
197
Universitas Sumatera Utara
GET
FILE='C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav'.
DATASET NAME DataSet1 WINDOW=FRONT.
DESCRIPTIVES VARIABLES=Loyalitas Kepuasan Mutual Kepercayaan
198
Universitas Sumatera Utara
Komitmen
/STATISTICS=MEAN STDDEV MIN MAX.
Descriptives
Notes
Output Created
Comments
21-JUL-2016 11:06:52
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Resources
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User defined missing values
are treated as missing.
All non-missing data are
used.
DESCRIPTIVES
VARIABLES=Loyalitas
Kepuasan Mutual
Kepercayaan Komitmen
/STATISTICS=MEAN
STDDEV MIN MAX.
00:00:00.00
00:00:00.02
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
N
Loyalitas
Kepuasan
Mutual
Kepercayaan
Komitmen
Valid N (listwise)
100
100
100
100
100
100
Descriptive Statistics
Minimum
Maximum
3.00
15.00
12.00
23.00
14.00
29.00
3.00
12.00
6.00
17.00
Mean
11.2900
18.0200
22.7800
9.2300
14.4800
Std. Deviation
3.22645
2.84616
3.11912
2.52605
2.35908
CORRELATIONS
/VARIABLES=Mutual Kepercayaan Komitmen
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE
Correlations
Notes
Output Created
Comments
21-JUL-2016 11:07:24
Data
Input
Active Dataset
Filter
Weight
Split File
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
199
Universitas Sumatera Utara
N of Rows in Working Data
File
124
User-defined missing values
are treated as missing.
Statistics for each pair of
variables are based on all
the cases with valid data for
that pair.
CORRELATIONS
/VARIABLES=Mutual
Kepercayaan Komitmen
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
00:00:00.02
00:00:00.03
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Resources
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Correlations
Mutual
Pearson Correlation
1
Mutual
Sig. (2-tailed)
Kepercayaan
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Komitmen
Kepercayaan
**
.436
Komitmen
**
.296
.000
.003
100
1
100
**
.349
.000
100
1
100
**
.436
.000
100
**
.296
100
**
.349
Sig. (2-tailed)
.003
.000
N
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Kepuasan
/METHOD=ENTER Mutual Kepercayaan Komitmen
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
otes
Output Created
Comments
21-JUL-2016 11:08:03
200
Universitas Sumatera Utara
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Memory Required
Additional Memory Required
for Residual Plots
Resources
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User-defined missing values
are treated as missing.
Statistics are based on cases
with no missing values for
any variable used.
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF
OUTS R ANOVA COLLIN
TOL
/CRITERIA=PIN(.05)
POUT(.10)
/NOORIGIN
/DEPENDENT Kepuasan
/METHOD=ENTER Mutual
Kepercayaan Komitmen
/RESIDUALS DURBIN
HISTOGRAM(ZRESID)
NORMPROB(ZRESID).
00:00:02.08
00:00:02.00
1980 bytes
640 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
a
Model
1
Variables Entered/Removed
Variables
Variables
Method
Entered
Removed
Komitmen,
Mutual,
. Enter
b
Kepercayaan
a. Dependent Variable: Kepuasan
b. All requested variables entered.
Model
1
R
.653
a
b
Model Summary
R Square
Adjusted R
Std. Error of the
Square
Estimate
.427
.409
2.18863
a. Predictors: (Constant), Komitmen, Mutual, Kepercayaan
b. Dependent Variable: Kepuasan
a
ANOVA
Model
Sum of Squares
df
Mean Square
1
Regression
342.110
3
114.037
Durbin-Watson
1.335
F
23.807
Sig.
b
.000
201
Universitas Sumatera Utara
Residual
459.850
96
Total
801.960
99
4.790
a. Dependent Variable: Kepuasan
b. Predictors: (Constant), Komitmen, Mutual, Kepercayaan
a
Coefficients
Unstandardized Coefficients
Standardized
Coefficients
B
Std. Error
Beta
Model
(Constant)
1
Mutual
Kepercayaan
Komitmen
3.240
1.866
.315
.220
.384
.080
.100
.101
Coefficients
t
.346
.196
.318
Sig.
1.736
.086
3.965
2.201
3.805
.000
.030
.000
Collinearity
Statistics
Tolerance
.786
.757
.853
a
Model
Collinearity Statistics
VIF
(Constant)
Mutual
Kepercayaan
Komitmen
1
1.272
1.321
1.173
a. Dependent Variable: Kepuasan
a
Model
1
Dimension
1
2
3
4
Eigenvalue
3.933
.043
.016
.008
Collinearity Diagnostics
Condition Index
(Constant)
1.000
.00
9.613
.05
15.577
.06
21.904
.89
Variance Proportions
Mutual
Kepercayaan
.00
.00
.01
.91
.26
.00
.72
.09
a. Dependent Variable: Kepuasan
a
Predicted Value
Residual
Std. Predicted Value
Std. Residual
Residuals Statistics
Minimum
Maximum
Mean
13.3239
20.9552
18.0200
-5.08943
5.26679
.00000
-2.526
1.579
.000
-2.325
2.406
.000
Std. Deviation
1.85894
2.15522
1.000
.985
N
100
100
100
100
a. Dependent Variable: Kepuasan
Charts
202
Universitas Sumatera Utara
Komitmen
.00
.04
.85
.11
RELIABILITY
/VARIABLES=Loyalitas Kepuasan Mutual Kepercayaan Komitmen
203
Universitas Sumatera Utara
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability
Notes
Output Created
Comments
21-JUL-2016 11:09:09
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Matrix Input
Input
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Resources
Processor Time
Elapsed Time
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User-defined missing values
are treated as missing.
Statistics are based on all
cases with valid data for all
variables in the procedure.
RELIABILITY
/VARIABLES=Loyalitas
Kepuasan Mutual
Kepercayaan Komitmen
/SCALE('ALL VARIABLES')
ALL
/MODEL=ALPHA.
00:00:00.00
00:00:00.00
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Scale: ALL VARIABLES
Cases
Case Processing Summary
N
Valid
100
a
Excluded
24
Total
124
%
80.6
19.4
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
N of Items
Alpha
.819
5
CORRELATIONS
/VARIABLES=Mutual Kepercayaan Komitmen Kepuasan
/PRINT=TWOTAIL NOSIG
204
Universitas Sumatera Utara
/MISSING=PAIRWISE.
Correlations
Notes
Output Created
Comments
21-JUL-2016 11:09:27
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
124
User-defined missing values
are treated as missing.
Statistics for each pair of
variables are based on all
the cases with valid data for
that pair.
CORRELATIONS
/VARIABLES=Mutual
Kepercayaan Komitmen
Kepuasan
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
00:00:00.05
00:00:00.11
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Resources
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Pearson Correlation
Mutual
Kepercayaan
Komitmen
Kepuasan
Correlations
Mutual
Kepercayaan
**
1
.436
Komitmen
**
.296
Kepuasan
**
.525
.000
.003
.000
100
1
100
**
.349
.000
100
1
100
**
.457
.000
100
**
.489
.000
100
1
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
100
**
.436
.000
100
**
.296
.003
100
**
.525
100
**
.349
.000
100
**
.457
Sig. (2-tailed)
.000
.000
.000
N
100
100
100
100
**
.489
100
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
205
Universitas Sumatera Utara
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER Mutual Kepercayaan Komitmen Kepuasan
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
Notes
Output Created
Comments
21-JUL-2016 11:09:52
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Resources
Processor Time
Elapsed Time
Memory Required
Additional Memory Required
for Residual Plots
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User-defined missing values
are treated as missing.
Statistics are based on cases
with no missing values for
any variable used.
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF
OUTS R ANOVA COLLIN
TOL
/CRITERIA=PIN(.05)
POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER Mutual
Kepercayaan Komitmen
Kepuasan
/RESIDUALS DURBIN
HISTOGRAM(ZRESID)
NORMPROB(ZRESID).
00:00:00.61
00:00:00.66
2308 bytes
632 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
a
Model
1
Variables Entered/Removed
Variables
Variables
Method
Entered
Removed
Kepuasan,
Kepercayaan,
. Enter
Komitmen,
b
Mutual
206
Universitas Sumatera Utara
a. Dependent Variable: Loyalitas
b. All requested variables entered.
b
Model
R
1
.745
a
Model Summary
R Square
Adjusted R
Std. Error of the
Square
Estimate
.554
.536
2.19892
Durbin-Watson
1.376
a. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen, Mutual
b. Dependent Variable: Loyalitas
a
Model
Regression
1
Sum of Squares
571.242
Residual
Total
ANOVA
df
4
Mean Square
142.810
459.348
95
4.835
1030.590
99
F
29.535
Sig.
b
.000
a. Dependent Variable: Loyalitas
b. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen, Mutual
a
Coefficients
Unstandardized Coefficients
Standardized
Coefficients
B
Std. Error
Beta
Model
(Constant)
1
Mutual
Kepercayaan
Komitmen
Kepuasan
-5.881
1.904
.094
.371
.280
.420
.086
.103
.109
.103
Coefficients
t
.091
.290
.205
.370
Sig.
-3.089
.003
1.089
3.597
2.570
4.092
.279
.001
.012
.000
Collinearity
Statistics
Tolerance
.676
.720
.741
.573
a
Model
Collinearity Statistics
VIF
(Constant)
Mutual
Kepercayaan
Komitmen
Kepuasan
1
1.480
1.388
1.350
1.744
a. Dependent Variable: Loyalitas
a
Model
Dimension
1
1
2
3
4
5
Eigenvalue
4.921
.043
.016
.012
.008
Collinearity Diagnostics
Condition Index
(Constant)
1.000
.00
10.656
.04
17.419
.05
20.671
.33
25.257
.58
Collinearity Diagnostics
Variance Proportions
Mutual
Kepercayaan
.00
.00
.01
.90
.22
.00
.00
.06
.77
.04
a
207
Universitas Sumatera Utara
Komitmen
.00
.02
.76
.03
.18
Model
Dimension
1
1
2
3
4
5
Variance Proportions
Kepuasan
.00
.01
.00
.81
.18
a. Dependent Variable: Loyalitas
a
Predicted Value
Residual
Std. Predicted Value
Std. Residual
Residuals Statistics
Minimum
Maximum
Mean
5.4491
14.6233
11.2900
-5.11096
6.33981
.00000
-2.432
1.388
.000
-2.324
2.883
.000
Std. Deviation
2.40211
2.15404
1.000
.980
N
100
100
100
100
a. Dependent Variable: Loyalitas
Charts
208
Universitas Sumatera Utara
CORRELATIONS
/VARIABLES=Mutual Kepercayaan Komitmen Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
Correlations
Notes
Output Created
Comments
21-JUL-2016 11:10:26
Data
Input
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Definition of Missing
Missing Value Handling
Cases Used
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User-defined missing values
are treated as missing.
Statistics for each pair of
variables are based on all
the cases with valid data for
that pair.
209
Universitas Sumatera Utara
CORRELATIONS
/VARIABLES=Mutual
Kepercayaan Komitmen
Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
00:00:00.00
00:00:00.02
Syntax
Processor Time
Elapsed Time
Resources
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Pearson Correlation
Mutual
Kepercayaan
Komitmen
Kepuasan
Loyalitas
Correlations
Mutual
Kepercayaan
**
1
.436
Komitmen
**
.296
Kepuasan
**
.525
Loyalitas
**
.472
.000
.003
.000
.000
100
1
100
**
.349
.000
100
1
100
**
.457
.000
100
**
.489
.000
100
1
100
**
.571
.000
100
**
.514
.000
100
**
.651
.000
100
1
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
100
**
.436
.000
100
**
.296
.003
100
**
.525
.000
100
**
.472
100
**
.349
.000
100
**
.457
.000
100
**
.571
Sig. (2-tailed)
.000
.000
.000
.000
N
100
100
100
100
100
**
.489
.000
100
**
.514
100
**
.651
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER Kepercayaan Komitmen Kepuasan
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
Notes
Output Created
Comments
Input
21-JUL-2016 11:10:42
Data
Active Dataset
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
210
Universitas Sumatera Utara
100
Filter
Weight
Split File
N of Rows in Working Data
File
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Memory Required
Additional Memory Required
for Residual Plots
Resources
124
User-defined missing values
are treated as missing.
Statistics are based on cases
with no missing values for
any variable used.
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF
OUTS R ANOVA COLLIN
TOL
/CRITERIA=PIN(.05)
POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER
Kepercayaan Komitmen
Kepuasan
/RESIDUALS DURBIN
HISTOGRAM(ZRESID)
NORMPROB(ZRESID).
00:00:00.50
00:00:00.55
1980 bytes
640 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
a
Model
1
Variables Entered/Removed
Variables
Variables
Method
Entered
Removed
Kepuasan,
Kepercayaan,
. Enter
b
Komitmen
a. Dependent Variable: Loyalitas
b. All requested variables entered.
b
Model
1
R
.741
a
Model Summary
R Square
Adjusted R
Std. Error of the
Square
Estimate
.549
.535
2.20104
Durbin-Watson
1.339
a. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen
b. Dependent Variable: Loyalitas
a
Model
1
Regression
Sum of Squares
565.510
ANOVA
df
3
Mean Square
188.503
F
38.910
Sig.
b
.000
211
Universitas Sumatera Utara
Residual
Total
465.080
96
1030.590
99
4.845
a. Dependent Variable: Loyalitas
b. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen
a
Coefficients
Unstandardized Coefficients
Standardized
Coefficients
B
Std. Error
Beta
Model
(Constant)
1
Kepercayaan
Komitmen
Kepuasan
-4.781
1.615
.399
.281
.461
.100
.109
.095
Coefficients
.313
.205
.407
t
Sig.
-2.960
.004
4.001
2.580
4.850
.000
.011
.000
Collinearity
Statistics
Tolerance
.770
.741
.667
a
Model
Collinearity Statistics
VIF
(Constant)
Kepercayaan
Komitmen
Kepuasan
1
1.298
1.350
1.499
a. Dependent Variable: Loyalitas
a
Model
Dimension
1
1
2
3
4
Collinearity Diagnostics
Eigenvalue
Condition Index
Variance Proportions
(Constant)
Kepercayaan
Komitmen
3.933
1.000
.00
.00
.00
.042
9.637
.06
.93
.04
.013
17.374
.36
.00
.95
.012
18.492
.58
.07
.01
Collinearity Diagnostics
Model
Dimension
1
1
2
3
4
a
Variance Proportions
Kepuasan
.00
.01
.12
.87
a. Dependent Variable: Loyalitas
a
Predicted Value
Residual
Std. Predicted Value
Std. Residual
Residuals Statistics
Minimum
Maximum
Mean
5.6261
14.6598
11.2900
-5.01660
6.23808
.00000
-2.370
1.410
.000
-2.279
2.834
.000
Std. Deviation
2.39003
2.16744
1.000
.985
N
100
100
100
100
a. Dependent Variable: Loyalitas
212
Universitas Sumatera Utara
Charts
CORRELATIONS
213
Universitas Sumatera Utara
/VARIABLES=Kepercayaan Komitmen Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
Correlations
Notes
Output Created
Comments
21-JUL-2016 11:11:15
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
124
User-defined missing values
are treated as missing.
Statistics for each pair of
variables are based on all
the cases with valid data for
that pair.
CORRELATIONS
/VARIABLES=Kepercayaan
Komitmen Kepuasan
Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
00:00:00.00
00:00:00.03
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Resources
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Pearson Correlation
Kepercayaan
Komitmen
Kepuasan
Loyalitas
Correlations
Kepercayaan
1
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Komitmen
**
.349
Kepuasan
**
.457
Loyalitas
**
.571
.000
.000
.000
100
1
100
**
.489
.000
100
1
100
**
.514
.000
100
**
.651
.000
100
1
100
**
.349
.000
100
**
.457
.000
100
**
.571
100
**
.489
.000
100
**
.514
Sig. (2-tailed)
.000
.000
.000
N
100
100
100
100
**
.651
100
**. Correlation is significant at the 0.01 level (2-tailed).
214
Universitas Sumatera Utara
KUESIONER PENELITIAN
Responden yang terhormat.
Pernyataan yang ada di kuesioner ini bertujuan untuk melengkapi data penelitian
dalam rangka penyusunan skripsi dengan judul : “PENGARUH MUTUAL
BENEFIT,
KEPERCAYAAN
DAN
KOMITMEN
TERHADAP
LOYALITAS PELANGGAN MELALUI KEPUASAN KONSUMEN
SEPEDA MOTOR (Studi PT FIF ASTRA Medan)”
Isilah lembar pertanyaaan di bawah ini tanpa kecuali sesuai dengan pendapat
Saudara/Saudari Selama menggunakan jasa PT FIF ASTRA MEDAN. Berikan
tanda [x] atau [√] pada kolom sebelah kanan sesuai dengan jawaban
Saudara/Saudari. Jawaban tersebut tidak untuk disebarluaskan. TERIMA KASIH.
Keterangan pengisisan lembar jawaban pertanyaan :
SS
= Sangat Setuju
S
= Setuju
KS
= Kurang Setuju
TS
= Tidak Setuju
STS
= Sangat Tidak Setuju
Loyalistas Konsumen
No.
Pertanyaan
STS
TS KS
S
SS
Saya puas atas pelayanan yang diberikan
oleh FIF Astra Medan maka saya akan
1.
merekomendasikan kepada orang lain untuk
menggunakan jasa dari PT FIF Astra
Medan.
Saya akan kembali membeli jasa yang
2.
ditawarkan FIF Astra Medan yang sesuai
194
Universitas Sumatera Utara
dengan kebutuhan saya .
saya tidak akan beralih kepada perusahaan
3.
jasa lain yang menawarkan jasa yang serupa
.
Kepuasan Pelanggan
No.
Pertanyaan
STS TS KS
S
SS
STS TS KS
S
SS
Saya Merasa jasa yang saya gunakan dari
1.
FIF Astra Medan memuaskan saya
Harga yang ditawarkan atas jasa FIF Astra
2.
Medan sangat memuaskan.
Pelayanan
3.
yang
menggunakan
saya
jasa
FIF
terima
selama
Astra
Medan
Memuaskan.
Jasa yang ditawarkan FIF Astra sesuai
4.
dengan keinginan saya.
Proses
5.
untuk
mendapatkan
jasa
yang
ditawarkan FIF Astra Medan mudah
Mutual benefit
No.
Pertanyaan
Saya ingin bekerja sama dengan FIF ASTRA
1.
Medan Karena reputasi baik yang dimiliki.
FIF ASTRA Medan selalu menepati janji
2.
mereka kepada saya terhadap jasa yang
ditawarkan
3.
Perlakuan yang saya terima dari FIF ASTRA
195
Universitas Sumatera Utara
Medan sangat baik.
FIF ASTRA Medan Mengenal saya dengan
4.
baik.
Saya mendapat
5.
potongan
harga ketika
kembali membeli jasa FIF ASTRA Medan.
Saya diundang ketika FIF Astra Medan
6.
Mengadakan suatu acara
Kepercayaan
No.
Pertanyaan
STS TS KS
S
SS
STS TS
S
SS
Saya percaya bekerja sama dengan FIF
1.
ASTRA Medan karena Pengalaman mereka
dalam jasa yang saya butuhkan.
Saya menerima benefit ketika mengajak
2.
orang lain menggunakan jasa FIF Astra
Medan
Saya merasa bahwa FIF ASTRA Medan
3.
tidak akan menyembunyikan informasi yang
penting bagi pelanggannya.
Komitmen
No.
1
2
3
4
Pertanyaan
R
Saya suka bekerja sama dengan FIF ASTRA
Medan.
Saya Bekerja sama dengan FIF ASTRA
Medan supaya tidak repot mencari penyedia
jasa lain
Saya tidak pindah ke penyedia jasa lain
karena akan memakan biaya lagi
Saya Ingin terus bermitra dengan FIF
ASTRA Medan
karena saya ingin
merasakan keuntungan yang lebih lagi dari
FIF ASTRA Medan.
196
Universitas Sumatera Utara
197
Universitas Sumatera Utara
GET
FILE='C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav'.
DATASET NAME DataSet1 WINDOW=FRONT.
DESCRIPTIVES VARIABLES=Loyalitas Kepuasan Mutual Kepercayaan
198
Universitas Sumatera Utara
Komitmen
/STATISTICS=MEAN STDDEV MIN MAX.
Descriptives
Notes
Output Created
Comments
21-JUL-2016 11:06:52
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Resources
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User defined missing values
are treated as missing.
All non-missing data are
used.
DESCRIPTIVES
VARIABLES=Loyalitas
Kepuasan Mutual
Kepercayaan Komitmen
/STATISTICS=MEAN
STDDEV MIN MAX.
00:00:00.00
00:00:00.02
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
N
Loyalitas
Kepuasan
Mutual
Kepercayaan
Komitmen
Valid N (listwise)
100
100
100
100
100
100
Descriptive Statistics
Minimum
Maximum
3.00
15.00
12.00
23.00
14.00
29.00
3.00
12.00
6.00
17.00
Mean
11.2900
18.0200
22.7800
9.2300
14.4800
Std. Deviation
3.22645
2.84616
3.11912
2.52605
2.35908
CORRELATIONS
/VARIABLES=Mutual Kepercayaan Komitmen
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE
Correlations
Notes
Output Created
Comments
21-JUL-2016 11:07:24
Data
Input
Active Dataset
Filter
Weight
Split File
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
199
Universitas Sumatera Utara
N of Rows in Working Data
File
124
User-defined missing values
are treated as missing.
Statistics for each pair of
variables are based on all
the cases with valid data for
that pair.
CORRELATIONS
/VARIABLES=Mutual
Kepercayaan Komitmen
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
00:00:00.02
00:00:00.03
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Resources
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Correlations
Mutual
Pearson Correlation
1
Mutual
Sig. (2-tailed)
Kepercayaan
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Komitmen
Kepercayaan
**
.436
Komitmen
**
.296
.000
.003
100
1
100
**
.349
.000
100
1
100
**
.436
.000
100
**
.296
100
**
.349
Sig. (2-tailed)
.003
.000
N
100
100
100
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Kepuasan
/METHOD=ENTER Mutual Kepercayaan Komitmen
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
otes
Output Created
Comments
21-JUL-2016 11:08:03
200
Universitas Sumatera Utara
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Memory Required
Additional Memory Required
for Residual Plots
Resources
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User-defined missing values
are treated as missing.
Statistics are based on cases
with no missing values for
any variable used.
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF
OUTS R ANOVA COLLIN
TOL
/CRITERIA=PIN(.05)
POUT(.10)
/NOORIGIN
/DEPENDENT Kepuasan
/METHOD=ENTER Mutual
Kepercayaan Komitmen
/RESIDUALS DURBIN
HISTOGRAM(ZRESID)
NORMPROB(ZRESID).
00:00:02.08
00:00:02.00
1980 bytes
640 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
a
Model
1
Variables Entered/Removed
Variables
Variables
Method
Entered
Removed
Komitmen,
Mutual,
. Enter
b
Kepercayaan
a. Dependent Variable: Kepuasan
b. All requested variables entered.
Model
1
R
.653
a
b
Model Summary
R Square
Adjusted R
Std. Error of the
Square
Estimate
.427
.409
2.18863
a. Predictors: (Constant), Komitmen, Mutual, Kepercayaan
b. Dependent Variable: Kepuasan
a
ANOVA
Model
Sum of Squares
df
Mean Square
1
Regression
342.110
3
114.037
Durbin-Watson
1.335
F
23.807
Sig.
b
.000
201
Universitas Sumatera Utara
Residual
459.850
96
Total
801.960
99
4.790
a. Dependent Variable: Kepuasan
b. Predictors: (Constant), Komitmen, Mutual, Kepercayaan
a
Coefficients
Unstandardized Coefficients
Standardized
Coefficients
B
Std. Error
Beta
Model
(Constant)
1
Mutual
Kepercayaan
Komitmen
3.240
1.866
.315
.220
.384
.080
.100
.101
Coefficients
t
.346
.196
.318
Sig.
1.736
.086
3.965
2.201
3.805
.000
.030
.000
Collinearity
Statistics
Tolerance
.786
.757
.853
a
Model
Collinearity Statistics
VIF
(Constant)
Mutual
Kepercayaan
Komitmen
1
1.272
1.321
1.173
a. Dependent Variable: Kepuasan
a
Model
1
Dimension
1
2
3
4
Eigenvalue
3.933
.043
.016
.008
Collinearity Diagnostics
Condition Index
(Constant)
1.000
.00
9.613
.05
15.577
.06
21.904
.89
Variance Proportions
Mutual
Kepercayaan
.00
.00
.01
.91
.26
.00
.72
.09
a. Dependent Variable: Kepuasan
a
Predicted Value
Residual
Std. Predicted Value
Std. Residual
Residuals Statistics
Minimum
Maximum
Mean
13.3239
20.9552
18.0200
-5.08943
5.26679
.00000
-2.526
1.579
.000
-2.325
2.406
.000
Std. Deviation
1.85894
2.15522
1.000
.985
N
100
100
100
100
a. Dependent Variable: Kepuasan
Charts
202
Universitas Sumatera Utara
Komitmen
.00
.04
.85
.11
RELIABILITY
/VARIABLES=Loyalitas Kepuasan Mutual Kepercayaan Komitmen
203
Universitas Sumatera Utara
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability
Notes
Output Created
Comments
21-JUL-2016 11:09:09
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Matrix Input
Input
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Resources
Processor Time
Elapsed Time
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User-defined missing values
are treated as missing.
Statistics are based on all
cases with valid data for all
variables in the procedure.
RELIABILITY
/VARIABLES=Loyalitas
Kepuasan Mutual
Kepercayaan Komitmen
/SCALE('ALL VARIABLES')
ALL
/MODEL=ALPHA.
00:00:00.00
00:00:00.00
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Scale: ALL VARIABLES
Cases
Case Processing Summary
N
Valid
100
a
Excluded
24
Total
124
%
80.6
19.4
100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
N of Items
Alpha
.819
5
CORRELATIONS
/VARIABLES=Mutual Kepercayaan Komitmen Kepuasan
/PRINT=TWOTAIL NOSIG
204
Universitas Sumatera Utara
/MISSING=PAIRWISE.
Correlations
Notes
Output Created
Comments
21-JUL-2016 11:09:27
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
124
User-defined missing values
are treated as missing.
Statistics for each pair of
variables are based on all
the cases with valid data for
that pair.
CORRELATIONS
/VARIABLES=Mutual
Kepercayaan Komitmen
Kepuasan
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
00:00:00.05
00:00:00.11
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Resources
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Pearson Correlation
Mutual
Kepercayaan
Komitmen
Kepuasan
Correlations
Mutual
Kepercayaan
**
1
.436
Komitmen
**
.296
Kepuasan
**
.525
.000
.003
.000
100
1
100
**
.349
.000
100
1
100
**
.457
.000
100
**
.489
.000
100
1
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
100
**
.436
.000
100
**
.296
.003
100
**
.525
100
**
.349
.000
100
**
.457
Sig. (2-tailed)
.000
.000
.000
N
100
100
100
100
**
.489
100
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
205
Universitas Sumatera Utara
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER Mutual Kepercayaan Komitmen Kepuasan
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
Notes
Output Created
Comments
21-JUL-2016 11:09:52
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Resources
Processor Time
Elapsed Time
Memory Required
Additional Memory Required
for Residual Plots
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User-defined missing values
are treated as missing.
Statistics are based on cases
with no missing values for
any variable used.
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF
OUTS R ANOVA COLLIN
TOL
/CRITERIA=PIN(.05)
POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER Mutual
Kepercayaan Komitmen
Kepuasan
/RESIDUALS DURBIN
HISTOGRAM(ZRESID)
NORMPROB(ZRESID).
00:00:00.61
00:00:00.66
2308 bytes
632 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
a
Model
1
Variables Entered/Removed
Variables
Variables
Method
Entered
Removed
Kepuasan,
Kepercayaan,
. Enter
Komitmen,
b
Mutual
206
Universitas Sumatera Utara
a. Dependent Variable: Loyalitas
b. All requested variables entered.
b
Model
R
1
.745
a
Model Summary
R Square
Adjusted R
Std. Error of the
Square
Estimate
.554
.536
2.19892
Durbin-Watson
1.376
a. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen, Mutual
b. Dependent Variable: Loyalitas
a
Model
Regression
1
Sum of Squares
571.242
Residual
Total
ANOVA
df
4
Mean Square
142.810
459.348
95
4.835
1030.590
99
F
29.535
Sig.
b
.000
a. Dependent Variable: Loyalitas
b. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen, Mutual
a
Coefficients
Unstandardized Coefficients
Standardized
Coefficients
B
Std. Error
Beta
Model
(Constant)
1
Mutual
Kepercayaan
Komitmen
Kepuasan
-5.881
1.904
.094
.371
.280
.420
.086
.103
.109
.103
Coefficients
t
.091
.290
.205
.370
Sig.
-3.089
.003
1.089
3.597
2.570
4.092
.279
.001
.012
.000
Collinearity
Statistics
Tolerance
.676
.720
.741
.573
a
Model
Collinearity Statistics
VIF
(Constant)
Mutual
Kepercayaan
Komitmen
Kepuasan
1
1.480
1.388
1.350
1.744
a. Dependent Variable: Loyalitas
a
Model
Dimension
1
1
2
3
4
5
Eigenvalue
4.921
.043
.016
.012
.008
Collinearity Diagnostics
Condition Index
(Constant)
1.000
.00
10.656
.04
17.419
.05
20.671
.33
25.257
.58
Collinearity Diagnostics
Variance Proportions
Mutual
Kepercayaan
.00
.00
.01
.90
.22
.00
.00
.06
.77
.04
a
207
Universitas Sumatera Utara
Komitmen
.00
.02
.76
.03
.18
Model
Dimension
1
1
2
3
4
5
Variance Proportions
Kepuasan
.00
.01
.00
.81
.18
a. Dependent Variable: Loyalitas
a
Predicted Value
Residual
Std. Predicted Value
Std. Residual
Residuals Statistics
Minimum
Maximum
Mean
5.4491
14.6233
11.2900
-5.11096
6.33981
.00000
-2.432
1.388
.000
-2.324
2.883
.000
Std. Deviation
2.40211
2.15404
1.000
.980
N
100
100
100
100
a. Dependent Variable: Loyalitas
Charts
208
Universitas Sumatera Utara
CORRELATIONS
/VARIABLES=Mutual Kepercayaan Komitmen Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
Correlations
Notes
Output Created
Comments
21-JUL-2016 11:10:26
Data
Input
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Definition of Missing
Missing Value Handling
Cases Used
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
124
User-defined missing values
are treated as missing.
Statistics for each pair of
variables are based on all
the cases with valid data for
that pair.
209
Universitas Sumatera Utara
CORRELATIONS
/VARIABLES=Mutual
Kepercayaan Komitmen
Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
00:00:00.00
00:00:00.02
Syntax
Processor Time
Elapsed Time
Resources
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Pearson Correlation
Mutual
Kepercayaan
Komitmen
Kepuasan
Loyalitas
Correlations
Mutual
Kepercayaan
**
1
.436
Komitmen
**
.296
Kepuasan
**
.525
Loyalitas
**
.472
.000
.003
.000
.000
100
1
100
**
.349
.000
100
1
100
**
.457
.000
100
**
.489
.000
100
1
100
**
.571
.000
100
**
.514
.000
100
**
.651
.000
100
1
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
100
**
.436
.000
100
**
.296
.003
100
**
.525
.000
100
**
.472
100
**
.349
.000
100
**
.457
.000
100
**
.571
Sig. (2-tailed)
.000
.000
.000
.000
N
100
100
100
100
100
**
.489
.000
100
**
.514
100
**
.651
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER Kepercayaan Komitmen Kepuasan
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
Notes
Output Created
Comments
Input
21-JUL-2016 11:10:42
Data
Active Dataset
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
210
Universitas Sumatera Utara
100
Filter
Weight
Split File
N of Rows in Working Data
File
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Memory Required
Additional Memory Required
for Residual Plots
Resources
124
User-defined missing values
are treated as missing.
Statistics are based on cases
with no missing values for
any variable used.
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF
OUTS R ANOVA COLLIN
TOL
/CRITERIA=PIN(.05)
POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER
Kepercayaan Komitmen
Kepuasan
/RESIDUALS DURBIN
HISTOGRAM(ZRESID)
NORMPROB(ZRESID).
00:00:00.50
00:00:00.55
1980 bytes
640 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
a
Model
1
Variables Entered/Removed
Variables
Variables
Method
Entered
Removed
Kepuasan,
Kepercayaan,
. Enter
b
Komitmen
a. Dependent Variable: Loyalitas
b. All requested variables entered.
b
Model
1
R
.741
a
Model Summary
R Square
Adjusted R
Std. Error of the
Square
Estimate
.549
.535
2.20104
Durbin-Watson
1.339
a. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen
b. Dependent Variable: Loyalitas
a
Model
1
Regression
Sum of Squares
565.510
ANOVA
df
3
Mean Square
188.503
F
38.910
Sig.
b
.000
211
Universitas Sumatera Utara
Residual
Total
465.080
96
1030.590
99
4.845
a. Dependent Variable: Loyalitas
b. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen
a
Coefficients
Unstandardized Coefficients
Standardized
Coefficients
B
Std. Error
Beta
Model
(Constant)
1
Kepercayaan
Komitmen
Kepuasan
-4.781
1.615
.399
.281
.461
.100
.109
.095
Coefficients
.313
.205
.407
t
Sig.
-2.960
.004
4.001
2.580
4.850
.000
.011
.000
Collinearity
Statistics
Tolerance
.770
.741
.667
a
Model
Collinearity Statistics
VIF
(Constant)
Kepercayaan
Komitmen
Kepuasan
1
1.298
1.350
1.499
a. Dependent Variable: Loyalitas
a
Model
Dimension
1
1
2
3
4
Collinearity Diagnostics
Eigenvalue
Condition Index
Variance Proportions
(Constant)
Kepercayaan
Komitmen
3.933
1.000
.00
.00
.00
.042
9.637
.06
.93
.04
.013
17.374
.36
.00
.95
.012
18.492
.58
.07
.01
Collinearity Diagnostics
Model
Dimension
1
1
2
3
4
a
Variance Proportions
Kepuasan
.00
.01
.12
.87
a. Dependent Variable: Loyalitas
a
Predicted Value
Residual
Std. Predicted Value
Std. Residual
Residuals Statistics
Minimum
Maximum
Mean
5.6261
14.6598
11.2900
-5.01660
6.23808
.00000
-2.370
1.410
.000
-2.279
2.834
.000
Std. Deviation
2.39003
2.16744
1.000
.985
N
100
100
100
100
a. Dependent Variable: Loyalitas
212
Universitas Sumatera Utara
Charts
CORRELATIONS
213
Universitas Sumatera Utara
/VARIABLES=Kepercayaan Komitmen Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
Correlations
Notes
Output Created
Comments
21-JUL-2016 11:11:15
Data
Active Dataset
Filter
Weight
Split File
N of Rows in Working Data
File
Input
124
User-defined missing values
are treated as missing.
Statistics for each pair of
variables are based on all
the cases with valid data for
that pair.
CORRELATIONS
/VARIABLES=Kepercayaan
Komitmen Kepuasan
Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
00:00:00.00
00:00:00.03
Definition of Missing
Missing Value Handling
Cases Used
Syntax
Processor Time
Elapsed Time
Resources
C:\Users\Patar
Devito\Desktop\data
percobaan 19 april\Dah Olah
Data SPSS 20.00 2016.sav
DataSet1
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Pearson Correlation
Kepercayaan
Komitmen
Kepuasan
Loyalitas
Correlations
Kepercayaan
1
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Sig. (2-tailed)
N
Pearson Correlation
Komitmen
**
.349
Kepuasan
**
.457
Loyalitas
**
.571
.000
.000
.000
100
1
100
**
.489
.000
100
1
100
**
.514
.000
100
**
.651
.000
100
1
100
**
.349
.000
100
**
.457
.000
100
**
.571
100
**
.489
.000
100
**
.514
Sig. (2-tailed)
.000
.000
.000
N
100
100
100
100
**
.651
100
**. Correlation is significant at the 0.01 level (2-tailed).
214
Universitas Sumatera Utara