Appendix Pengaruh Kualitas Pelayanan (Service Quality) terhadap Kepuasan dan Dampaknya pada Loyalitas Merk (Brand Loyality) pada Produk Oriflame di Kota Medan
Lampiran 1
Kuesioner Penelitian
No. Responden : .....
Responden yang terhormat,
Pernyataan yang ada di kuesioner ini bertujuan untuk melengkapi data penelitian
dalam rangka penyusunan skripsi dengan judul : “Pengaruh Kualitas Layanan
(Service Quality) terhadap Loyalitas Merek (Brand Loyality) pada produk
Oriflame di kota Medan”.
Petunjuk Pengisian
1. Responden dimohon mengisi kolom profil responden sebelum menjawab
pertanyaan dalam kuesioner
2. Responden dimohon mengisi kuesioner dengan menjawab seluruh
pertanyaan yang telah disediakan
3. Berikan tanda (√) pada kolom yang tersedia dan pilih sesuai dengan
keadaan yang sebenarnya.
Profil Responden
I.
Nama Lengkap
: __________________________________
II.
Jenis Kelamin
: (
III.
Usia :
( ) < 20 Tahun
( ) 41 – 50 Tahun
( ) 21 – 30 Tahun
( ) 31 – 40 Tahun
( ) > 50 Tahun
IV.
Pekerjaan :
( ) Pelajar / Mahasiswa
( ) Pegawai / Karyawan
( ) Pengusaha
V.
VI.
) Pria
(
(
) Wanita
) Lainnya / _________
Pendapatan/Uang saku
:
Menjadi konsumen Oriflame
: a. 1 tahun – 3 tahun b. > 3 tahun
91
Keterangan :
Predikat
SS
S
N
TS
STS
Keterangan
Sangat Setuju
Setuju
Netral
Tidak Setuju
Sangat Tidak Setuju
Predikat
5
4
3
2
1
KUESIONER KUALITAS LAYANAN DAN LOYALITAS MEREK
No. Indikator Variabel Kualitas
SS
Layanan
Tangibles (Bukti Langsung)
1
Oriflame memiliki ruangan
pelayanan yang bersih dan nyaman
2
Oriflame memiliki penampilan
karyawan yang rapi
3
Oriflame memiliki ketersediaan
produk yang selalu ada
4.
Oriflame memiliki fasilitas
pendukung modern yang sesuai
dengan kebutuhan
S
N
TS
STS
No. Indikator Variabel Kualitas
Layanan
Reliability (Kehandalan)
1
Oriflame memberikan pelayanan
yang sama kepada pelanggan tanpa
kesalahan
2
Oriflame menyampaikan informasi
yang jelas
3
Oriflame memiliki keandalan proses
pelayanan
4.
Oriflame memiliki karyawan yang
dapat diandalkan dalam menangani
masalah pelanggan
S
N
TS
STS
SS
92
No. Indikator Variabel Kualitas
Layanan
Emphaty (Empati)
1
Karyawan Oriflame memberikan
perhatian yang baik terhadap
pelanggan
2
Karyawan Oriflame memahami
kebutuhan pelanggan
SS
S
N
TS
STS
No. Indikator Variabel Kualitas
Layanan
Assurance (Jaminan)
1
Karyawan memiliki keramahan
dalam melayani konsumen
2
Kesesuaian antara gambaran produk
yang ditawarkan pada katalog
Oriflame dengan produk yang
sebenarnya/dibeli
3
Perusahaan memberikan garansi
terhadap produk-produk yang
rusak/cacat
4
Oriflame memiliki suasana kantor
yang membuat pelanggan merasa
nyaman
SS
S
N
TS
STS
No. Indikator Variabel Kualitas
Layanan
Responsiveness (Ketanggapan)
1
Dalam memberikan pelayanan,
karyawan tidak lupa menyebutkan
nama pelanggan
2
Perusahaan sungguh-sungguh
mengutamakan kepentingan
pelanggan
3
Perusahaan membantu dan
memberikan pelayanan yang cepat
dan tepat
4
Karyawan dapat menjawab
pertanyaan yang diajukan pelanggan
S
SS
N
TS
STS
3
Perusahaan sungguh-sungguh
mengutamakan kepentingan
pelanggan
93
No. Indikator Variabel Kepuasan
Konsumen
1
Saya merasa puas dengan produk
Oriflame yang saya beli
2
Saya sungguh menikmati produkproduk Oriflame
3
Saya senang membeli produk
Oriflame
4
Saya yakin dengan keputusan saya
membeli produk Oriflame adalah
keputusan yang benar
S
SS
N
TS
STS
No. Indikator Variabel Loyalitas
S
Merek
1
Saya akan terus menggunakan produk
Oriflame selama beberapa tahun ke
depan
2
Saya akan selalu menggunakan
produk Oriflame
3
Saya selalu menyukai produk-produk
Oriflame
4
Saya akan tetap memilih produk
Oriflame daripada produk perawatan
dan kosmetik lain
5
Saya percaya produk Oriflame
memiliki kualitas yang terbaik
6.
Saya selalu merekomendasikan
produk Oriflame pada orang lain
SS
N
TS
STS
94
LAMPIRAN 2
HASIL PENGOLAHAN DATA
Tabulasi Validitas dan Reliabilitas
Variabel Tangibles
(X1)
Variabel Reliability
(X2)
Variabel Emphaty
(X3)
Variabel Assurance
(X4)
No
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
Q9
Q10
Q11
Q12
Q13
Q14
Q15
1
5
5
5
5
4
5
5
5
5
5
5
5
5
4
4
2
5
5
3
5
4
5
5
5
5
5
5
5
5
5
5
3
5
5
5
5
5
5
5
5
4
4
4
3
4
5
3
4
5
5
3
5
5
5
5
5
5
5
5
4
5
5
4
5
5
4
3
5
5
5
5
5
5
5
4
5
5
3
4
6
5
5
1
5
3
5
3
5
5
5
5
5
4
5
4
7
5
3
1
5
5
5
5
5
4
5
5
4
4
3
4
8
5
5
5
5
3
5
5
5
5
5
5
3
4
3
4
9
5
5
2
5
5
5
5
5
5
5
4
4
4
4
4
10
5
3
5
5
5
5
5
5
5
5
5
5
5
5
5
11
5
5
3
5
4
3
3
4
4
4
4
5
5
4
4
12
4
4
3
4
4
4
4
3
3
3
4
4
4
4
3
13
3
3
3
4
4
4
4
3
4
4
4
4
4
3
4
14
5
4
3
4
3
4
3
3
3
4
4
5
5
4
4
15
5
3
3
5
3
3
3
3
4
4
4
3
3
3
3
16
3
3
2
5
4
4
4
3
5
4
4
2
2
4
2
17
5
4
3
4
4
1
5
5
5
5
5
3
2
4
3
18
5
5
4
5
3
3
3
3
5
4
5
2
2
3
4
19
5
5
3
3
5
5
4
1
5
5
5
4
3
2
3
20
3
3
3
3
3
3
4
4
5
3
3
3
2
2
2
21
5
5
3
3
4
4
4
3
5
5
5
2
2
3
5
22
5
4
3
4
3
3
3
3
5
5
5
4
2
2
4
23
3
5
3
3
2
1
3
4
5
4
4
4
3
2
2
24
5
5
1
2
2
2
1
4
5
3
4
2
2
3
3
25
5
4
4
3
4
4
1
3
5
5
5
5
5
5
5
26
5
5
2
4
5
4
5
5
5
5
5
5
5
5
5
27
5
3
2
3
4
4
4
3
4
4
4
5
5
5
5
28
4
3
2
4
1
4
5
5
3
5
4
5
5
5
5
29
5
5
2
5
4
4
4
4
5
4
4
4
5
5
4
30
4
5
5
5
5
5
5
4
5
5
5
4
4
4
4
31
5
3
2
4
1
3
4
5
3
4
4
5
2
3
3
32
5
5
5
5
4
5
5
5
5
5
5
5
5
5
4
33
5
5
2
5
4
4
4
4
5
3
5
4
4
4
4
95
34
5
5
1
5
5
4
5
1
4
4
4
4
3
4
4
35
5
5
5
5
5
4
5
5
5
5
5
5
5
4
5
36
5
5
5
5
5
5
5
4
5
5
5
5
5
5
4
37
5
5
3
5
1
5
4
5
4
4
4
5
2
4
4
38
5
5
5
5
4
5
5
5
5
5
5
5
5
4
5
39
5
5
5
5
4
5
5
5
5
5
5
5
4
5
5
40
5
5
2
5
4
5
5
5
5
5
5
4
5
5
5
41
5
5
5
5
5
5
5
4
5
5
5
5
4
5
5
42
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
43
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
44
5
5
5
5
5
4
5
5
5
5
5
4
4
4
4
45
5
4
2
5
5
5
5
5
5
3
4
5
5
5
5
46
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
47
5
5
5
5
1
5
5
5
5
5
5
4
4
4
5
48
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
49
5
4
2
5
5
5
5
5
4
4
4
3
3
3
3
50
5
5
5
5
2
5
5
5
5
5
5
4
4
3
4
51
5
5
5
5
5
5
5
5
5
5
5
5
3
4
3
52
5
5
2
5
2
4
5
5
5
4
4
5
3
2
3
53
5
5
5
5
5
4
5
5
5
5
5
4
3
4
4
54
4
5
3
5
1
5
5
5
4
5
4
3
3
3
4
55
5
5
3
3
1
4
5
5
5
3
4
3
2
4
3
56
5
5
5
5
5
5
5
4
5
5
5
4
4
4
3
57
5
5
5
5
5
5
4
5
5
5
5
3
4
4
4
58
5
5
3
5
1
4
5
5
4
4
4
5
5
5
5
59
5
5
5
5
3
5
5
5
5
5
5
4
4
4
3
60
5
3
3
3
4
5
5
4
5
5
4
4
4
2
4
61
5
5
2
3
4
4
3
4
5
5
5
4
5
5
4
62
5
5
2
3
5
3
5
5
5
5
5
4
4
4
4
63
5
3
2
3
5
2
5
5
5
4
4
5
5
5
5
64
5
5
2
3
5
5
3
5
5
5
5
5
5
5
5
65
5
5
5
5
3
5
5
5
4
5
5
4
4
4
4
66
5
5
4
5
4
5
5
5
5
5
5
5
5
5
5
67
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
68
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
69
5
5
2
5
2
4
5
5
5
4
4
5
5
5
5
70
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
96
No
Variabel Responsiveness
(X5)
Variabel Kepuasan
(Y1)
Variabel Loyalitas Merek
(Y2)
Q16
Q17
Q18
Q19
Q20
Q21
Q22
Q23
Q24
Q25
Q26
Q27
Q28
Q29
1
5
4
5
5
5
5
5
5
5
5
5
5
5
5
2
5
4
4
4
5
5
5
5
4
5
5
5
4
4
3
4
4
5
5
4
4
4
4
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
3
3
5
4
5
5
5
5
3
3
4
5
5
5
4
4
4
5
4
5
5
6
4
4
4
4
5
5
5
5
3
4
5
5
4
4
7
4
4
2
3
4
4
4
4
4
4
5
4
5
4
8
5
5
5
5
4
5
4
4
5
5
5
5
5
5
9
4
3
5
4
5
5
4
4
4
4
5
5
5
4
10
5
5
5
5
5
5
5
5
4
4
5
4
4
4
11
5
5
5
5
5
5
5
5
4
4
5
4
4
4
12
5
4
4
4
4
5
4
4
4
4
5
5
5
4
13
5
5
5
5
4
4
4
4
3
3
4
4
4
4
14
5
4
4
4
5
5
5
5
4
4
5
4
5
4
15
4
4
4
4
5
5
5
5
5
5
5
5
5
5
16
5
5
5
5
4
4
4
4
4
4
5
4
5
4
17
5
5
5
5
5
5
5
5
4
4
5
4
4
4
18
3
4
3
4
5
5
4
4
4
4
5
4
5
4
19
4
4
4
4
5
5
5
5
5
5
5
5
4
4
20
3
3
3
3
4
4
3
4
3
3
4
4
4
4
21
4
4
4
4
5
5
5
5
4
4
5
5
4
4
22
3
3
5
5
5
5
5
5
3
4
5
4
5
4
23
3
2
5
3
4
5
4
4
4
4
5
4
5
4
24
3
3
4
3
4
4
4
4
4
5
4
5
4
4
25
4
4
4
4
5
5
5
5
4
5
5
5
5
5
26
5
4
3
4
5
5
5
5
3
4
5
4
5
4
27
2
4
3
4
4
4
4
4
5
5
5
5
5
4
28
2
4
4
3
4
4
4
4
3
4
4
4
4
4
29
3
4
3
4
4
5
4
4
4
4
5
4
4
4
30
4
4
4
4
5
5
5
5
4
5
5
5
5
5
31
4
3
2
2
4
4
3
3
3
3
4
3
4
3
32
4
4
4
4
5
5
5
5
5
5
5
5
5
4
33
3
4
3
4
5
4
4
4
3
4
5
4
5
4
34
3
4
3
3
4
4
4
4
3
4
4
4
4
4
35
4
4
4
4
5
5
5
5
4
5
5
5
5
5
36
5
5
5
5
5
5
5
5
5
5
5
5
5
5
37
4
3
3
3
4
4
4
4
3
3
4
4
5
4
38
3
5
4
4
5
5
5
5
4
5
5
5
5
5
97
39
4
4
4
4
5
5
4
5
4
4
5
5
5
5
40
5
5
5
4
5
5
5
5
4
5
5
5
5
5
41
3
5
4
4
5
5
5
5
5
5
5
5
5
5
42
4
4
4
4
4
5
4
4
4
4
5
4
4
4
43
5
5
5
5
5
5
5
5
5
4
5
5
5
5
44
3
5
4
4
5
5
5
5
5
5
5
5
5
5
45
5
5
5
5
4
4
4
4
3
4
4
4
4
4
46
4
5
4
4
5
5
5
5
4
5
5
5
5
5
47
4
4
4
4
5
5
5
5
5
5
5
5
5
4
48
5
5
5
5
5
5
5
5
5
4
5
5
5
5
49
5
5
5
5
4
4
4
4
3
4
4
4
4
4
50
4
4
4
4
5
5
5
5
5
5
5
5
5
5
51
5
5
5
5
5
5
5
5
4
5
5
5
5
5
52
5
5
5
4
5
4
4
4
5
5
5
5
5
5
53
4
4
4
4
5
5
5
5
5
5
5
5
4
5
54
5
4
3
2
4
4
4
5
3
4
5
4
5
4
55
3
4
3
3
4
4
4
4
3
4
4
4
4
4
56
3
5
3
5
5
5
5
5
5
5
5
5
5
5
57
4
4
4
4
5
5
5
5
4
5
5
5
5
5
58
3
4
3
3
4
4
4
4
3
4
4
4
4
4
59
5
5
5
5
5
5
5
5
4
5
5
5
5
5
60
5
5
4
3
5
5
5
4
4
4
5
5
5
5
61
5
5
4
4
5
5
5
5
5
5
5
5
5
5
62
4
4
5
5
5
5
5
5
5
5
5
5
5
5
63
5
4
3
3
4
5
4
4
4
4
5
4
5
3
64
5
5
4
4
5
5
5
5
5
5
5
5
5
5
65
4
5
4
4
5
4
5
5
4
4
5
5
5
5
66
4
5
5
4
5
5
5
5
5
5
5
5
5
5
67
5
5
4
4
5
5
5
5
5
5
5
5
5
5
68
4
5
4
5
5
5
5
5
5
5
5
5
5
4
69
3
5
3
4
4
5
4
4
4
4
5
4
4
4
70
4
5
4
5
5
5
5
5
5
5
5
5
5
5
98
1.
Output Uji Validitas dan Reliabilitas
Case Processing Summary
N
Cases
Valid
%
70
Excludeda
100,0
0 ,0
Total
70
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha Based on
Cronbach's
Standardized
Alpha
Items
,816
N of Items
,844
6
Item Statistics
Mean
Std. Deviation
N
tangibles
17,33
2,535
70
reliability
16,99
2,721
70
emphaty
13,89
1,430
70
assurance
16,33
3,229
70
responsiveness
16,56
2,412
70
kepuasan
18,56
1,807
70
99
Item-Total Statistics
Scale Mean
Scale
Corrected Item-
Squared
Cronbach's
if Item
Variance if
Total
Multiple
Alpha if Item
Deleted
Item Deleted
Correlation
Correlation
Deleted
tangibles
82,31
74,856 ,670
,540
,766
reliability
82,66
71,881 ,680
,616
,763
emphaty
85,76
90,187 ,679
,693
,788
assurance
83,31
72,016 ,515
,356
,817
responsiveness
83,09
83,152 ,493
,347
,806
kepuasan
81,09
85,964 ,640
,721
,783
Scale Statistics
Mean
99,64
Variance
110,668
Std. Deviation
10,520
N of Items
6
100
2. Tabulasi Regresi
Variabel Reliability
(X2)
Variabel Tangibles
(X1)
Variabel Emphaty
(X3)
Variabel Assurance (X5)
Q1
Q1
Q1
Q1
2
3
4
5
N
o
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
1
5
5
5
5
4
5
5
5
5
5
5
5
5
4
4
2
5
5
3
5
4
5
5
5
5
5
5
5
5
5
5
3
5
5
5
5
5
5
5
5
4
4
4
3
4
5
3
4
5
5
3
5
5
5
5
5
5
5
5
4
5
5
4
5
5
4
3
5
5
5
5
5
5
5
4
5
5
3
4
6
5
5
1
5
3
5
3
5
5
5
5
5
4
5
4
7
5
3
1
5
5
5
5
5
4
5
5
4
4
3
4
8
5
5
5
5
3
5
5
5
5
5
5
3
4
3
4
9
5
5
2
5
5
5
5
5
5
5
4
4
4
4
4
10
5
3
5
5
5
5
5
5
5
5
5
5
5
5
5
11
5
5
3
5
4
3
3
4
4
4
4
5
5
4
4
12
4
4
3
4
4
4
4
3
3
3
4
4
4
4
3
13
3
3
3
4
4
4
4
3
4
4
4
4
4
3
4
14
5
4
3
4
3
4
3
3
3
4
4
5
5
4
4
15
5
3
3
5
3
3
3
3
4
4
4
3
3
3
3
16
3
3
2
5
4
4
4
3
5
4
4
2
2
4
2
17
5
4
3
4
4
1
5
5
5
5
5
3
2
4
3
18
5
5
4
5
3
3
3
3
5
4
5
2
2
3
4
19
5
5
3
3
5
5
4
1
5
5
5
4
3
2
3
20
3
3
3
3
3
3
4
4
5
3
3
3
2
2
2
21
5
5
3
3
4
4
4
3
5
5
5
2
2
3
5
22
5
4
3
4
3
3
3
3
5
5
5
4
2
2
4
23
3
5
3
3
2
1
3
4
5
4
4
4
3
2
2
24
5
5
1
2
2
2
1
4
5
3
4
2
2
3
3
25
5
4
4
3
4
4
1
3
5
5
5
5
5
5
5
26
5
5
2
4
5
4
5
5
5
5
5
5
5
5
5
27
5
3
2
3
4
4
4
3
4
4
4
5
5
5
5
28
4
3
2
4
1
4
5
5
3
5
4
5
5
5
5
29
5
5
2
5
4
4
4
4
5
4
4
4
5
5
4
30
4
5
5
5
5
5
5
4
5
5
5
4
4
4
4
31
5
3
2
4
1
3
4
5
3
4
4
5
2
3
3
32
5
5
5
5
4
5
5
5
5
5
5
5
5
5
4
33
5
5
2
5
4
4
4
4
5
3
5
4
4
4
4
34
5
5
1
5
5
4
5
1
4
4
4
4
3
4
4
35
5
5
5
5
5
4
5
5
5
5
5
5
5
4
5
Q9
Q10
Q11
101
36
5
5
5
5
5
5
5
4
5
5
5
5
5
5
4
37
5
5
3
5
1
5
4
5
4
4
4
5
2
4
4
38
5
5
5
5
4
5
5
5
5
5
5
5
5
4
5
39
5
5
5
5
4
5
5
5
5
5
5
5
4
5
5
40
5
5
2
5
4
5
5
5
5
5
5
4
5
5
5
41
5
5
5
5
5
5
5
4
5
5
5
5
4
5
5
42
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
43
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
44
5
5
5
5
5
4
5
5
5
5
5
4
4
4
4
45
5
4
2
5
5
5
5
5
5
3
4
5
5
5
5
46
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
47
5
5
5
5
1
5
5
5
5
5
5
4
4
4
5
48
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
49
5
4
2
5
5
5
5
5
4
4
4
3
3
3
3
50
5
5
5
5
2
5
5
5
5
5
5
4
4
3
4
51
5
5
5
5
5
5
5
5
5
5
5
5
3
4
3
52
5
5
2
5
2
4
5
5
5
4
4
5
3
2
3
53
5
5
5
5
5
4
5
5
5
5
5
4
3
4
4
54
4
5
3
5
1
5
5
5
4
5
4
3
3
3
4
55
5
5
3
3
1
4
5
5
5
3
4
3
2
4
3
56
5
5
5
5
5
5
5
4
5
5
5
4
4
4
3
57
5
5
5
5
5
5
4
5
5
5
5
3
4
4
4
58
5
5
3
5
1
4
5
5
4
4
4
5
5
5
5
59
5
5
5
5
3
5
5
5
5
5
5
4
4
4
3
60
5
3
3
3
4
5
5
4
5
5
4
4
4
2
4
61
5
5
2
3
4
4
3
4
5
5
5
4
5
5
4
62
5
5
2
3
5
3
5
5
5
5
5
4
4
4
4
63
5
3
2
3
5
2
5
5
5
4
4
5
5
5
5
64
5
5
2
3
5
5
3
5
5
5
5
5
5
5
5
65
5
5
5
5
3
5
5
5
4
5
5
4
4
4
4
66
5
5
4
5
4
5
5
5
5
5
5
5
5
5
5
67
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
68
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
69
5
5
2
5
2
4
5
5
5
4
4
5
5
5
5
70
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
102
Variabel Responsiveness
(X5)
Variabel Kepuasan (Y1)
Variabel Loyalitas Merek (Y2)
Q16
Q17
Q18
Q19
Q20
Q21
Q22
Q23
Q24
Q25
Q26
Q27
Q28
Q29
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
4
4
4
5
5
5
5
4
5
5
5
4
4
4
4
5
5
4
4
4
4
5
5
5
5
5
5
4
5
5
5
5
5
5
5
3
3
5
4
5
5
5
3
3
4
5
5
5
4
4
4
5
4
5
5
4
4
4
4
5
5
5
5
3
4
5
5
4
4
4
4
2
3
4
4
4
4
4
4
5
4
5
4
5
5
5
5
4
5
4
4
5
5
5
5
5
5
4
3
5
4
5
5
4
4
4
4
5
5
5
4
5
5
5
5
5
5
5
5
4
4
5
4
4
4
5
5
5
5
5
5
5
5
4
4
5
4
4
4
5
4
4
4
4
5
4
4
4
4
5
5
5
4
5
5
5
5
4
4
4
4
3
3
4
4
4
4
5
4
4
4
5
5
5
5
4
4
5
4
5
4
4
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
4
4
4
4
4
4
5
4
5
4
5
5
5
5
5
5
5
5
4
4
5
4
4
4
3
4
3
4
5
5
4
4
4
4
5
4
5
4
4
4
4
4
5
5
5
5
5
5
5
5
4
4
3
3
3
3
4
4
3
4
3
3
4
4
4
4
4
4
4
4
5
5
5
5
4
4
5
5
4
4
3
3
5
5
5
5
5
5
3
4
5
4
5
4
3
2
5
3
4
5
4
4
4
4
5
4
5
4
3
3
4
3
4
4
4
4
4
5
4
5
4
4
4
4
4
4
5
5
5
5
4
5
5
5
5
5
5
4
3
4
5
5
5
5
3
4
5
4
5
4
2
4
3
4
4
4
4
4
5
5
5
5
5
4
2
4
4
3
4
4
4
4
3
4
4
4
4
4
3
4
3
4
4
5
4
4
4
4
5
4
4
4
4
4
4
4
5
5
5
5
4
5
5
5
5
5
4
3
2
2
4
4
3
3
3
3
4
3
4
3
4
4
4
4
5
5
5
5
5
5
5
5
5
4
3
4
3
4
5
4
4
4
3
4
5
4
5
4
3
4
3
3
4
4
4
4
3
4
4
4
4
4
4
4
4
4
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
103
4
3
3
3
4
4
4
4
3
3
4
4
5
4
3
5
4
4
5
5
5
5
4
5
5
5
5
5
4
4
4
4
5
5
4
5
4
4
5
5
5
5
5
5
5
4
5
5
5
5
4
5
5
5
5
5
3
5
4
4
5
5
5
5
5
5
5
5
5
5
4
4
4
4
4
5
4
4
4
4
5
4
4
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
3
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
4
4
4
4
3
4
4
4
4
4
4
5
4
4
5
5
5
5
4
5
5
5
5
5
4
4
4
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
4
4
4
4
3
4
4
4
4
4
4
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
4
5
4
4
4
5
5
5
5
5
5
4
4
4
4
5
5
5
5
5
5
5
5
4
5
5
4
3
2
4
4
4
5
3
4
5
4
5
4
3
4
3
3
4
4
4
4
3
4
4
4
4
4
3
5
3
5
5
5
5
5
5
5
5
5
5
5
4
4
4
4
5
5
5
5
4
5
5
5
5
5
3
4
3
3
4
4
4
4
3
4
4
4
4
4
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
4
3
5
5
5
4
4
4
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
4
3
3
4
5
4
4
4
4
5
4
5
3
5
5
4
4
5
5
5
5
5
5
5
5
5
5
4
5
4
4
5
4
5
5
4
4
5
5
5
5
4
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
4
5
4
5
5
5
5
5
5
5
5
5
5
4
3
5
3
4
4
5
4
4
4
4
5
4
4
4
4
5
4
5
5
5
5
5
5
5
5
5
5
5
104
VAR00001
Frequency
Percent
Valid Percent
Cumulative
Percent
3
4
5.7
5.7
5.7
4
4
5.7
5.7
11.4
5
62
88.6
88.6
100.0
Total
70
100.0
100.0
Valid
VAR00002
Frequency
Percent
Valid Percent
Cumulative
Percent
3
11
15.7
15.7
15.7
4
8
11.4
11.4
27.1
5
51
72.9
72.9
100.0
Total
70
100.0
100.0
Valid
VAR00003
Frequency
Percent
Valid Percent
Cumulative
Percent
1
4
5.7
5.7
5.7
2
17
24.3
24.3
30.0
3
19
27.1
27.1
57.1
4
3
4.3
4.3
61.4
5
27
38.6
38.6
100.0
Total
70
100.0
100.0
Valid
VAR00006
Frequency
Percent
Valid Percent
Cumulative
Percent
1
2
2.9
2.9
2.9
2
2
2.9
2.9
5.7
3
7
10.0
10.0
15.7
4
22
31.4
31.4
47.1
5
37
52.9
52.9
100.0
Total
70
100.0
100.0
Valid
VAR00005
105
Frequency
Percent
Valid Percent
Cumulative
Percent
1
7
10.0
10.0
10.0
2
5
7.1
7.1
17.1
3
9
12.9
12.9
30.0
4
20
28.6
28.6
58.6
5
29
41.4
41.4
100.0
Total
70
100.0
100.0
Valid
VAR00006
Frequency
Percent
Valid Percent
Cumulative
Percent
1
2
2.9
2.9
2.9
2
2
2.9
2.9
5.7
3
7
10.0
10.0
15.7
4
22
31.4
31.4
47.1
5
37
52.9
52.9
100.0
Total
70
100.0
100.0
Valid
VAR00007
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
1
2
2.9
2.9
2.9
3
9
12.9
12.9
15.7
4
13
18.6
18.6
34.3
5
46
65.7
65.7
100.0
Total
70
100.0
100.0
106
VAR00008
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
1
2
2.9
2.9
2.9
3
10
14.3
14.3
17.1
4
13
18.6
18.6
35.7
5
45
64.3
64.3
100.0
Total
70
100.0
100.0
VAR00009
Frequency
Percent
Valid Percent
Cumulative
Percent
3
4
5.7
5.7
5.7
4
12
17.1
17.1
22.9
5
54
77.1
77.1
100.0
Total
70
100.0
100.0
Valid
VAR00010
Frequency
Percent
Valid Percent
Cumulative
Percent
3
6
8.6
8.6
8.6
4
18
25.7
25.7
34.3
5
46
65.7
65.7
100.0
Total
70
100.0
100.0
Valid
VAR00011
Frequency
Percent
Valid Percent
Cumulative
Percent
3
1
1.4
1.4
1.4
4
26
37.1
37.1
38.6
5
43
61.4
61.4
100.0
Total
70
100.0
100.0
Valid
107
VAR00012
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
4
5.7
5.7
5.7
3
9
12.9
12.9
18.6
4
23
32.9
32.9
51.4
5
34
48.6
48.6
100.0
Total
70
100.0
100.0
VAR00014
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
6
8.6
8.6
8.6
3
12
17.1
17.1
25.7
4
23
32.9
32.9
58.6
5
29
41.4
41.4
100.0
Total
70
100.0
100.0
VAR00015
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
3
4.3
4.3
4.3
3
13
18.6
18.6
22.9
4
28
40.0
40.0
62.9
5
26
37.1
37.1
100.0
Total
70
100.0
100.0
VAR00016
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
2
2.9
2.9
2.9
3
15
21.4
21.4
24.3
4
26
37.1
37.1
61.4
5
27
38.6
38.6
100.0
Total
70
100.0
100.0
108
VAR00017
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
1
1.4
1.4
1.4
3
7
10.0
10.0
11.4
4
32
45.7
45.7
57.1
5
30
42.9
42.9
100.0
Total
70
100.0
100.0
VAR00018
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
2
2.9
2.9
2.9
3
15
21.4
21.4
24.3
4
30
42.9
42.9
67.1
5
23
32.9
32.9
100.0
Total
70
100.0
100.0
VAR00019
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
2
2.9
2.9
2.9
3
11
15.7
15.7
18.6
4
36
51.4
51.4
70.0
5
21
30.0
30.0
100.0
Total
70
100.0
100.0
VAR00020
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
4
23
32.9
32.9
32.9
5
47
67.1
67.1
100.0
Total
70
100.0
100.0
109
VAR00021
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
4
19
27.1
27.1
27.1
5
51
72.9
72.9
100.0
Total
70
100.0
100.0
VAR00022
Frequency
Percent
Valid Percent
Cumulative
Percent
3
2
2.9
2.9
2.9
4
26
37.1
37.1
40.0
5
42
60.0
60.0
100.0
Total
70
100.0
100.0
Valid
VAR00023
Frequency
Percent
Valid Percent
Cumulative
Percent
3
1
1.4
1.4
1.4
4
27
38.6
38.6
40.0
5
42
60.0
60.0
100.0
Total
70
100.0
100.0
Valid
VAR00024
Frequency
Percent
Valid Percent
Cumulative
Percent
3
16
22.9
22.9
22.9
4
30
42.9
42.9
65.7
5
24
34.3
34.3
100.0
Total
70
100.0
100.0
Valid
110
VAR00025
Frequency
Percent
Valid Percent
Cumulative
Percent
3
5
7.1
7.1
7.1
4
32
45.7
45.7
52.9
5
33
47.1
47.1
100.0
Total
70
100.0
100.0
Valid
VAR00026
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
4
11
15.7
15.7
15.7
5
59
84.3
84.3
100.0
Total
70
100.0
100.0
VAR00027
Frequency
Percent
Valid Percent
Cumulative
Percent
3
1
1.4
1.4
1.4
4
27
38.6
38.6
40.0
5
42
60.0
60.0
100.0
Total
70
100.0
100.0
Valid
VAR00028
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
4
21
30.0
30.0
30.0
5
49
70.0
70.0
100.0
Total
70
100.0
100.0
VAR00029
111
Frequency
Percent
Valid Percent
Cumulative
Percent
3
2
2.9
2.9
2.9
4
35
50.0
50.0
52.9
5
33
47.1
47.1
100.0
Total
70
100.0
100.0
Valid
4. Uji Normalitas
112
5. Uji Heteroskedastisitas
Coefficientsa
Model
1 (Constant)
Unstandardized
Standardized
Collinearity
Coefficients
Coefficients
Statistics
B
Std. Error
3,337
Beta
t
1,241
Sig.
Tolerance
VIF
2,690 ,009
responsiveness ,180
,057
,241
3,171 ,002 ,756
1,323
tangibles
,066
,235
2,527 ,014 ,506
1,977
- ,000 ,466
2,145
reliability
,167
-,237 ,064
-,357
3,697
emphaty
,840
,108
,665
7,777 ,000 ,596
1,677
assurance
,104
,044
,186
2,357 ,021 ,700
1,428
a. Dependent Variable: kepuasan
113
6. Uji Multikonearitas
Coefficientsa
Model
Unstandardized
Standardized
Collinearity
Coefficients
Coefficients
Statistics
B
1 (Constant)
Std. Error
3,337
Beta
t
1,241
Sig.
Tolerance
VIF
2,690 ,009
responsiveness ,180
,057
,241
3,171 ,002 ,756
1,323
tangibles
,066
,235
2,527 ,014 ,506
1,977
- ,000 ,466
2,145
reliability
,167
-,237 ,064
-,357
3,697
emphaty
,840
,108
,665
7,777 ,000 ,596
1,677
assurance
,104
,044
,186
2,357 ,021 ,700
1,428
a. Dependent Variable: kepuasan
7. Analisis Regresi Linear Berganda dan Uji Hipotesis (Uji F,Uji R,Uji R2)
ANOVAb
Model
1
Sum of Squares
Regression
Residual
Total
162,428
62,843
225,271
df
Mean Square
5
32,486
F
Sig.
33,083 ,000a
64 ,982
69
a. Predictors: (Constant), assurance, responsiveness, emphaty, tangibles, reliability
b. Dependent Variable: kepuasan
114
Coefficientsa
Unstandardized
Standardized
Collinearity
Coefficients
Coefficients
Statistics
Std.
Model
1
B
(Constant)
Error
3,337
Beta
t
1,241
Sig.
Tolerance
VIF
2,690 ,009
responsiveness ,180
,057
,241
3,171 ,002
,756
1,323
tangibles
,066
,235
2,527 ,014
,506
1,977
- ,000
,466
2,145
,167
reliability
-,237 ,064
-,357
3,697
emphaty
,840
,108
,665
7,777 ,000
,596
1,677
assurance
,104
,044
,186
2,357 ,021
,700
1,428
a. Dependent Variable: kepuasan
ANOVAb
Sum of
Model
Mean
Squares
1
Regression
Residual
Total
df
Square
162,428
5
62,843
32,486
F
Sig.
33,083 ,000a
64 ,982
225,271
69
a. Predictors: (Constant), assurance, responsiveness, emphaty, tangibles, reliability
b. Dependent Variable: kepuasan
Model Summaryb
Model
R
1
a
,849
Adjusted R
Std. Error of the
Square
Estimate
R Square
,721
,699
Durbin-Watson
,991
2,040
a. Predictors: (Constant), assurance, responsiveness, emphaty, tangibles, reliability
b. Dependent Variable: kepuasan
115
Kuesioner Penelitian
No. Responden : .....
Responden yang terhormat,
Pernyataan yang ada di kuesioner ini bertujuan untuk melengkapi data penelitian
dalam rangka penyusunan skripsi dengan judul : “Pengaruh Kualitas Layanan
(Service Quality) terhadap Loyalitas Merek (Brand Loyality) pada produk
Oriflame di kota Medan”.
Petunjuk Pengisian
1. Responden dimohon mengisi kolom profil responden sebelum menjawab
pertanyaan dalam kuesioner
2. Responden dimohon mengisi kuesioner dengan menjawab seluruh
pertanyaan yang telah disediakan
3. Berikan tanda (√) pada kolom yang tersedia dan pilih sesuai dengan
keadaan yang sebenarnya.
Profil Responden
I.
Nama Lengkap
: __________________________________
II.
Jenis Kelamin
: (
III.
Usia :
( ) < 20 Tahun
( ) 41 – 50 Tahun
( ) 21 – 30 Tahun
( ) 31 – 40 Tahun
( ) > 50 Tahun
IV.
Pekerjaan :
( ) Pelajar / Mahasiswa
( ) Pegawai / Karyawan
( ) Pengusaha
V.
VI.
) Pria
(
(
) Wanita
) Lainnya / _________
Pendapatan/Uang saku
:
Menjadi konsumen Oriflame
: a. 1 tahun – 3 tahun b. > 3 tahun
91
Keterangan :
Predikat
SS
S
N
TS
STS
Keterangan
Sangat Setuju
Setuju
Netral
Tidak Setuju
Sangat Tidak Setuju
Predikat
5
4
3
2
1
KUESIONER KUALITAS LAYANAN DAN LOYALITAS MEREK
No. Indikator Variabel Kualitas
SS
Layanan
Tangibles (Bukti Langsung)
1
Oriflame memiliki ruangan
pelayanan yang bersih dan nyaman
2
Oriflame memiliki penampilan
karyawan yang rapi
3
Oriflame memiliki ketersediaan
produk yang selalu ada
4.
Oriflame memiliki fasilitas
pendukung modern yang sesuai
dengan kebutuhan
S
N
TS
STS
No. Indikator Variabel Kualitas
Layanan
Reliability (Kehandalan)
1
Oriflame memberikan pelayanan
yang sama kepada pelanggan tanpa
kesalahan
2
Oriflame menyampaikan informasi
yang jelas
3
Oriflame memiliki keandalan proses
pelayanan
4.
Oriflame memiliki karyawan yang
dapat diandalkan dalam menangani
masalah pelanggan
S
N
TS
STS
SS
92
No. Indikator Variabel Kualitas
Layanan
Emphaty (Empati)
1
Karyawan Oriflame memberikan
perhatian yang baik terhadap
pelanggan
2
Karyawan Oriflame memahami
kebutuhan pelanggan
SS
S
N
TS
STS
No. Indikator Variabel Kualitas
Layanan
Assurance (Jaminan)
1
Karyawan memiliki keramahan
dalam melayani konsumen
2
Kesesuaian antara gambaran produk
yang ditawarkan pada katalog
Oriflame dengan produk yang
sebenarnya/dibeli
3
Perusahaan memberikan garansi
terhadap produk-produk yang
rusak/cacat
4
Oriflame memiliki suasana kantor
yang membuat pelanggan merasa
nyaman
SS
S
N
TS
STS
No. Indikator Variabel Kualitas
Layanan
Responsiveness (Ketanggapan)
1
Dalam memberikan pelayanan,
karyawan tidak lupa menyebutkan
nama pelanggan
2
Perusahaan sungguh-sungguh
mengutamakan kepentingan
pelanggan
3
Perusahaan membantu dan
memberikan pelayanan yang cepat
dan tepat
4
Karyawan dapat menjawab
pertanyaan yang diajukan pelanggan
S
SS
N
TS
STS
3
Perusahaan sungguh-sungguh
mengutamakan kepentingan
pelanggan
93
No. Indikator Variabel Kepuasan
Konsumen
1
Saya merasa puas dengan produk
Oriflame yang saya beli
2
Saya sungguh menikmati produkproduk Oriflame
3
Saya senang membeli produk
Oriflame
4
Saya yakin dengan keputusan saya
membeli produk Oriflame adalah
keputusan yang benar
S
SS
N
TS
STS
No. Indikator Variabel Loyalitas
S
Merek
1
Saya akan terus menggunakan produk
Oriflame selama beberapa tahun ke
depan
2
Saya akan selalu menggunakan
produk Oriflame
3
Saya selalu menyukai produk-produk
Oriflame
4
Saya akan tetap memilih produk
Oriflame daripada produk perawatan
dan kosmetik lain
5
Saya percaya produk Oriflame
memiliki kualitas yang terbaik
6.
Saya selalu merekomendasikan
produk Oriflame pada orang lain
SS
N
TS
STS
94
LAMPIRAN 2
HASIL PENGOLAHAN DATA
Tabulasi Validitas dan Reliabilitas
Variabel Tangibles
(X1)
Variabel Reliability
(X2)
Variabel Emphaty
(X3)
Variabel Assurance
(X4)
No
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
Q9
Q10
Q11
Q12
Q13
Q14
Q15
1
5
5
5
5
4
5
5
5
5
5
5
5
5
4
4
2
5
5
3
5
4
5
5
5
5
5
5
5
5
5
5
3
5
5
5
5
5
5
5
5
4
4
4
3
4
5
3
4
5
5
3
5
5
5
5
5
5
5
5
4
5
5
4
5
5
4
3
5
5
5
5
5
5
5
4
5
5
3
4
6
5
5
1
5
3
5
3
5
5
5
5
5
4
5
4
7
5
3
1
5
5
5
5
5
4
5
5
4
4
3
4
8
5
5
5
5
3
5
5
5
5
5
5
3
4
3
4
9
5
5
2
5
5
5
5
5
5
5
4
4
4
4
4
10
5
3
5
5
5
5
5
5
5
5
5
5
5
5
5
11
5
5
3
5
4
3
3
4
4
4
4
5
5
4
4
12
4
4
3
4
4
4
4
3
3
3
4
4
4
4
3
13
3
3
3
4
4
4
4
3
4
4
4
4
4
3
4
14
5
4
3
4
3
4
3
3
3
4
4
5
5
4
4
15
5
3
3
5
3
3
3
3
4
4
4
3
3
3
3
16
3
3
2
5
4
4
4
3
5
4
4
2
2
4
2
17
5
4
3
4
4
1
5
5
5
5
5
3
2
4
3
18
5
5
4
5
3
3
3
3
5
4
5
2
2
3
4
19
5
5
3
3
5
5
4
1
5
5
5
4
3
2
3
20
3
3
3
3
3
3
4
4
5
3
3
3
2
2
2
21
5
5
3
3
4
4
4
3
5
5
5
2
2
3
5
22
5
4
3
4
3
3
3
3
5
5
5
4
2
2
4
23
3
5
3
3
2
1
3
4
5
4
4
4
3
2
2
24
5
5
1
2
2
2
1
4
5
3
4
2
2
3
3
25
5
4
4
3
4
4
1
3
5
5
5
5
5
5
5
26
5
5
2
4
5
4
5
5
5
5
5
5
5
5
5
27
5
3
2
3
4
4
4
3
4
4
4
5
5
5
5
28
4
3
2
4
1
4
5
5
3
5
4
5
5
5
5
29
5
5
2
5
4
4
4
4
5
4
4
4
5
5
4
30
4
5
5
5
5
5
5
4
5
5
5
4
4
4
4
31
5
3
2
4
1
3
4
5
3
4
4
5
2
3
3
32
5
5
5
5
4
5
5
5
5
5
5
5
5
5
4
33
5
5
2
5
4
4
4
4
5
3
5
4
4
4
4
95
34
5
5
1
5
5
4
5
1
4
4
4
4
3
4
4
35
5
5
5
5
5
4
5
5
5
5
5
5
5
4
5
36
5
5
5
5
5
5
5
4
5
5
5
5
5
5
4
37
5
5
3
5
1
5
4
5
4
4
4
5
2
4
4
38
5
5
5
5
4
5
5
5
5
5
5
5
5
4
5
39
5
5
5
5
4
5
5
5
5
5
5
5
4
5
5
40
5
5
2
5
4
5
5
5
5
5
5
4
5
5
5
41
5
5
5
5
5
5
5
4
5
5
5
5
4
5
5
42
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
43
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
44
5
5
5
5
5
4
5
5
5
5
5
4
4
4
4
45
5
4
2
5
5
5
5
5
5
3
4
5
5
5
5
46
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
47
5
5
5
5
1
5
5
5
5
5
5
4
4
4
5
48
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
49
5
4
2
5
5
5
5
5
4
4
4
3
3
3
3
50
5
5
5
5
2
5
5
5
5
5
5
4
4
3
4
51
5
5
5
5
5
5
5
5
5
5
5
5
3
4
3
52
5
5
2
5
2
4
5
5
5
4
4
5
3
2
3
53
5
5
5
5
5
4
5
5
5
5
5
4
3
4
4
54
4
5
3
5
1
5
5
5
4
5
4
3
3
3
4
55
5
5
3
3
1
4
5
5
5
3
4
3
2
4
3
56
5
5
5
5
5
5
5
4
5
5
5
4
4
4
3
57
5
5
5
5
5
5
4
5
5
5
5
3
4
4
4
58
5
5
3
5
1
4
5
5
4
4
4
5
5
5
5
59
5
5
5
5
3
5
5
5
5
5
5
4
4
4
3
60
5
3
3
3
4
5
5
4
5
5
4
4
4
2
4
61
5
5
2
3
4
4
3
4
5
5
5
4
5
5
4
62
5
5
2
3
5
3
5
5
5
5
5
4
4
4
4
63
5
3
2
3
5
2
5
5
5
4
4
5
5
5
5
64
5
5
2
3
5
5
3
5
5
5
5
5
5
5
5
65
5
5
5
5
3
5
5
5
4
5
5
4
4
4
4
66
5
5
4
5
4
5
5
5
5
5
5
5
5
5
5
67
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
68
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
69
5
5
2
5
2
4
5
5
5
4
4
5
5
5
5
70
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
96
No
Variabel Responsiveness
(X5)
Variabel Kepuasan
(Y1)
Variabel Loyalitas Merek
(Y2)
Q16
Q17
Q18
Q19
Q20
Q21
Q22
Q23
Q24
Q25
Q26
Q27
Q28
Q29
1
5
4
5
5
5
5
5
5
5
5
5
5
5
5
2
5
4
4
4
5
5
5
5
4
5
5
5
4
4
3
4
4
5
5
4
4
4
4
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
3
3
5
4
5
5
5
5
3
3
4
5
5
5
4
4
4
5
4
5
5
6
4
4
4
4
5
5
5
5
3
4
5
5
4
4
7
4
4
2
3
4
4
4
4
4
4
5
4
5
4
8
5
5
5
5
4
5
4
4
5
5
5
5
5
5
9
4
3
5
4
5
5
4
4
4
4
5
5
5
4
10
5
5
5
5
5
5
5
5
4
4
5
4
4
4
11
5
5
5
5
5
5
5
5
4
4
5
4
4
4
12
5
4
4
4
4
5
4
4
4
4
5
5
5
4
13
5
5
5
5
4
4
4
4
3
3
4
4
4
4
14
5
4
4
4
5
5
5
5
4
4
5
4
5
4
15
4
4
4
4
5
5
5
5
5
5
5
5
5
5
16
5
5
5
5
4
4
4
4
4
4
5
4
5
4
17
5
5
5
5
5
5
5
5
4
4
5
4
4
4
18
3
4
3
4
5
5
4
4
4
4
5
4
5
4
19
4
4
4
4
5
5
5
5
5
5
5
5
4
4
20
3
3
3
3
4
4
3
4
3
3
4
4
4
4
21
4
4
4
4
5
5
5
5
4
4
5
5
4
4
22
3
3
5
5
5
5
5
5
3
4
5
4
5
4
23
3
2
5
3
4
5
4
4
4
4
5
4
5
4
24
3
3
4
3
4
4
4
4
4
5
4
5
4
4
25
4
4
4
4
5
5
5
5
4
5
5
5
5
5
26
5
4
3
4
5
5
5
5
3
4
5
4
5
4
27
2
4
3
4
4
4
4
4
5
5
5
5
5
4
28
2
4
4
3
4
4
4
4
3
4
4
4
4
4
29
3
4
3
4
4
5
4
4
4
4
5
4
4
4
30
4
4
4
4
5
5
5
5
4
5
5
5
5
5
31
4
3
2
2
4
4
3
3
3
3
4
3
4
3
32
4
4
4
4
5
5
5
5
5
5
5
5
5
4
33
3
4
3
4
5
4
4
4
3
4
5
4
5
4
34
3
4
3
3
4
4
4
4
3
4
4
4
4
4
35
4
4
4
4
5
5
5
5
4
5
5
5
5
5
36
5
5
5
5
5
5
5
5
5
5
5
5
5
5
37
4
3
3
3
4
4
4
4
3
3
4
4
5
4
38
3
5
4
4
5
5
5
5
4
5
5
5
5
5
97
39
4
4
4
4
5
5
4
5
4
4
5
5
5
5
40
5
5
5
4
5
5
5
5
4
5
5
5
5
5
41
3
5
4
4
5
5
5
5
5
5
5
5
5
5
42
4
4
4
4
4
5
4
4
4
4
5
4
4
4
43
5
5
5
5
5
5
5
5
5
4
5
5
5
5
44
3
5
4
4
5
5
5
5
5
5
5
5
5
5
45
5
5
5
5
4
4
4
4
3
4
4
4
4
4
46
4
5
4
4
5
5
5
5
4
5
5
5
5
5
47
4
4
4
4
5
5
5
5
5
5
5
5
5
4
48
5
5
5
5
5
5
5
5
5
4
5
5
5
5
49
5
5
5
5
4
4
4
4
3
4
4
4
4
4
50
4
4
4
4
5
5
5
5
5
5
5
5
5
5
51
5
5
5
5
5
5
5
5
4
5
5
5
5
5
52
5
5
5
4
5
4
4
4
5
5
5
5
5
5
53
4
4
4
4
5
5
5
5
5
5
5
5
4
5
54
5
4
3
2
4
4
4
5
3
4
5
4
5
4
55
3
4
3
3
4
4
4
4
3
4
4
4
4
4
56
3
5
3
5
5
5
5
5
5
5
5
5
5
5
57
4
4
4
4
5
5
5
5
4
5
5
5
5
5
58
3
4
3
3
4
4
4
4
3
4
4
4
4
4
59
5
5
5
5
5
5
5
5
4
5
5
5
5
5
60
5
5
4
3
5
5
5
4
4
4
5
5
5
5
61
5
5
4
4
5
5
5
5
5
5
5
5
5
5
62
4
4
5
5
5
5
5
5
5
5
5
5
5
5
63
5
4
3
3
4
5
4
4
4
4
5
4
5
3
64
5
5
4
4
5
5
5
5
5
5
5
5
5
5
65
4
5
4
4
5
4
5
5
4
4
5
5
5
5
66
4
5
5
4
5
5
5
5
5
5
5
5
5
5
67
5
5
4
4
5
5
5
5
5
5
5
5
5
5
68
4
5
4
5
5
5
5
5
5
5
5
5
5
4
69
3
5
3
4
4
5
4
4
4
4
5
4
4
4
70
4
5
4
5
5
5
5
5
5
5
5
5
5
5
98
1.
Output Uji Validitas dan Reliabilitas
Case Processing Summary
N
Cases
Valid
%
70
Excludeda
100,0
0 ,0
Total
70
100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha Based on
Cronbach's
Standardized
Alpha
Items
,816
N of Items
,844
6
Item Statistics
Mean
Std. Deviation
N
tangibles
17,33
2,535
70
reliability
16,99
2,721
70
emphaty
13,89
1,430
70
assurance
16,33
3,229
70
responsiveness
16,56
2,412
70
kepuasan
18,56
1,807
70
99
Item-Total Statistics
Scale Mean
Scale
Corrected Item-
Squared
Cronbach's
if Item
Variance if
Total
Multiple
Alpha if Item
Deleted
Item Deleted
Correlation
Correlation
Deleted
tangibles
82,31
74,856 ,670
,540
,766
reliability
82,66
71,881 ,680
,616
,763
emphaty
85,76
90,187 ,679
,693
,788
assurance
83,31
72,016 ,515
,356
,817
responsiveness
83,09
83,152 ,493
,347
,806
kepuasan
81,09
85,964 ,640
,721
,783
Scale Statistics
Mean
99,64
Variance
110,668
Std. Deviation
10,520
N of Items
6
100
2. Tabulasi Regresi
Variabel Reliability
(X2)
Variabel Tangibles
(X1)
Variabel Emphaty
(X3)
Variabel Assurance (X5)
Q1
Q1
Q1
Q1
2
3
4
5
N
o
Q1
Q2
Q3
Q4
Q5
Q6
Q7
Q8
1
5
5
5
5
4
5
5
5
5
5
5
5
5
4
4
2
5
5
3
5
4
5
5
5
5
5
5
5
5
5
5
3
5
5
5
5
5
5
5
5
4
4
4
3
4
5
3
4
5
5
3
5
5
5
5
5
5
5
5
4
5
5
4
5
5
4
3
5
5
5
5
5
5
5
4
5
5
3
4
6
5
5
1
5
3
5
3
5
5
5
5
5
4
5
4
7
5
3
1
5
5
5
5
5
4
5
5
4
4
3
4
8
5
5
5
5
3
5
5
5
5
5
5
3
4
3
4
9
5
5
2
5
5
5
5
5
5
5
4
4
4
4
4
10
5
3
5
5
5
5
5
5
5
5
5
5
5
5
5
11
5
5
3
5
4
3
3
4
4
4
4
5
5
4
4
12
4
4
3
4
4
4
4
3
3
3
4
4
4
4
3
13
3
3
3
4
4
4
4
3
4
4
4
4
4
3
4
14
5
4
3
4
3
4
3
3
3
4
4
5
5
4
4
15
5
3
3
5
3
3
3
3
4
4
4
3
3
3
3
16
3
3
2
5
4
4
4
3
5
4
4
2
2
4
2
17
5
4
3
4
4
1
5
5
5
5
5
3
2
4
3
18
5
5
4
5
3
3
3
3
5
4
5
2
2
3
4
19
5
5
3
3
5
5
4
1
5
5
5
4
3
2
3
20
3
3
3
3
3
3
4
4
5
3
3
3
2
2
2
21
5
5
3
3
4
4
4
3
5
5
5
2
2
3
5
22
5
4
3
4
3
3
3
3
5
5
5
4
2
2
4
23
3
5
3
3
2
1
3
4
5
4
4
4
3
2
2
24
5
5
1
2
2
2
1
4
5
3
4
2
2
3
3
25
5
4
4
3
4
4
1
3
5
5
5
5
5
5
5
26
5
5
2
4
5
4
5
5
5
5
5
5
5
5
5
27
5
3
2
3
4
4
4
3
4
4
4
5
5
5
5
28
4
3
2
4
1
4
5
5
3
5
4
5
5
5
5
29
5
5
2
5
4
4
4
4
5
4
4
4
5
5
4
30
4
5
5
5
5
5
5
4
5
5
5
4
4
4
4
31
5
3
2
4
1
3
4
5
3
4
4
5
2
3
3
32
5
5
5
5
4
5
5
5
5
5
5
5
5
5
4
33
5
5
2
5
4
4
4
4
5
3
5
4
4
4
4
34
5
5
1
5
5
4
5
1
4
4
4
4
3
4
4
35
5
5
5
5
5
4
5
5
5
5
5
5
5
4
5
Q9
Q10
Q11
101
36
5
5
5
5
5
5
5
4
5
5
5
5
5
5
4
37
5
5
3
5
1
5
4
5
4
4
4
5
2
4
4
38
5
5
5
5
4
5
5
5
5
5
5
5
5
4
5
39
5
5
5
5
4
5
5
5
5
5
5
5
4
5
5
40
5
5
2
5
4
5
5
5
5
5
5
4
5
5
5
41
5
5
5
5
5
5
5
4
5
5
5
5
4
5
5
42
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
43
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
44
5
5
5
5
5
4
5
5
5
5
5
4
4
4
4
45
5
4
2
5
5
5
5
5
5
3
4
5
5
5
5
46
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
47
5
5
5
5
1
5
5
5
5
5
5
4
4
4
5
48
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
49
5
4
2
5
5
5
5
5
4
4
4
3
3
3
3
50
5
5
5
5
2
5
5
5
5
5
5
4
4
3
4
51
5
5
5
5
5
5
5
5
5
5
5
5
3
4
3
52
5
5
2
5
2
4
5
5
5
4
4
5
3
2
3
53
5
5
5
5
5
4
5
5
5
5
5
4
3
4
4
54
4
5
3
5
1
5
5
5
4
5
4
3
3
3
4
55
5
5
3
3
1
4
5
5
5
3
4
3
2
4
3
56
5
5
5
5
5
5
5
4
5
5
5
4
4
4
3
57
5
5
5
5
5
5
4
5
5
5
5
3
4
4
4
58
5
5
3
5
1
4
5
5
4
4
4
5
5
5
5
59
5
5
5
5
3
5
5
5
5
5
5
4
4
4
3
60
5
3
3
3
4
5
5
4
5
5
4
4
4
2
4
61
5
5
2
3
4
4
3
4
5
5
5
4
5
5
4
62
5
5
2
3
5
3
5
5
5
5
5
4
4
4
4
63
5
3
2
3
5
2
5
5
5
4
4
5
5
5
5
64
5
5
2
3
5
5
3
5
5
5
5
5
5
5
5
65
5
5
5
5
3
5
5
5
4
5
5
4
4
4
4
66
5
5
4
5
4
5
5
5
5
5
5
5
5
5
5
67
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
68
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
69
5
5
2
5
2
4
5
5
5
4
4
5
5
5
5
70
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
102
Variabel Responsiveness
(X5)
Variabel Kepuasan (Y1)
Variabel Loyalitas Merek (Y2)
Q16
Q17
Q18
Q19
Q20
Q21
Q22
Q23
Q24
Q25
Q26
Q27
Q28
Q29
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
4
4
4
5
5
5
5
4
5
5
5
4
4
4
4
5
5
4
4
4
4
5
5
5
5
5
5
4
5
5
5
5
5
5
5
3
3
5
4
5
5
5
3
3
4
5
5
5
4
4
4
5
4
5
5
4
4
4
4
5
5
5
5
3
4
5
5
4
4
4
4
2
3
4
4
4
4
4
4
5
4
5
4
5
5
5
5
4
5
4
4
5
5
5
5
5
5
4
3
5
4
5
5
4
4
4
4
5
5
5
4
5
5
5
5
5
5
5
5
4
4
5
4
4
4
5
5
5
5
5
5
5
5
4
4
5
4
4
4
5
4
4
4
4
5
4
4
4
4
5
5
5
4
5
5
5
5
4
4
4
4
3
3
4
4
4
4
5
4
4
4
5
5
5
5
4
4
5
4
5
4
4
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
4
4
4
4
4
4
5
4
5
4
5
5
5
5
5
5
5
5
4
4
5
4
4
4
3
4
3
4
5
5
4
4
4
4
5
4
5
4
4
4
4
4
5
5
5
5
5
5
5
5
4
4
3
3
3
3
4
4
3
4
3
3
4
4
4
4
4
4
4
4
5
5
5
5
4
4
5
5
4
4
3
3
5
5
5
5
5
5
3
4
5
4
5
4
3
2
5
3
4
5
4
4
4
4
5
4
5
4
3
3
4
3
4
4
4
4
4
5
4
5
4
4
4
4
4
4
5
5
5
5
4
5
5
5
5
5
5
4
3
4
5
5
5
5
3
4
5
4
5
4
2
4
3
4
4
4
4
4
5
5
5
5
5
4
2
4
4
3
4
4
4
4
3
4
4
4
4
4
3
4
3
4
4
5
4
4
4
4
5
4
4
4
4
4
4
4
5
5
5
5
4
5
5
5
5
5
4
3
2
2
4
4
3
3
3
3
4
3
4
3
4
4
4
4
5
5
5
5
5
5
5
5
5
4
3
4
3
4
5
4
4
4
3
4
5
4
5
4
3
4
3
3
4
4
4
4
3
4
4
4
4
4
4
4
4
4
5
5
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
103
4
3
3
3
4
4
4
4
3
3
4
4
5
4
3
5
4
4
5
5
5
5
4
5
5
5
5
5
4
4
4
4
5
5
4
5
4
4
5
5
5
5
5
5
5
4
5
5
5
5
4
5
5
5
5
5
3
5
4
4
5
5
5
5
5
5
5
5
5
5
4
4
4
4
4
5
4
4
4
4
5
4
4
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
3
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
4
4
4
4
3
4
4
4
4
4
4
5
4
4
5
5
5
5
4
5
5
5
5
5
4
4
4
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
4
4
4
4
3
4
4
4
4
4
4
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
5
4
5
4
4
4
5
5
5
5
5
5
4
4
4
4
5
5
5
5
5
5
5
5
4
5
5
4
3
2
4
4
4
5
3
4
5
4
5
4
3
4
3
3
4
4
4
4
3
4
4
4
4
4
3
5
3
5
5
5
5
5
5
5
5
5
5
5
4
4
4
4
5
5
5
5
4
5
5
5
5
5
3
4
3
3
4
4
4
4
3
4
4
4
4
4
5
5
5
5
5
5
5
5
4
5
5
5
5
5
5
5
4
3
5
5
5
4
4
4
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
4
3
3
4
5
4
4
4
4
5
4
5
3
5
5
4
4
5
5
5
5
5
5
5
5
5
5
4
5
4
4
5
4
5
5
4
4
5
5
5
5
4
5
5
4
5
5
5
5
5
5
5
5
5
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
4
5
4
5
5
5
5
5
5
5
5
5
5
4
3
5
3
4
4
5
4
4
4
4
5
4
4
4
4
5
4
5
5
5
5
5
5
5
5
5
5
5
104
VAR00001
Frequency
Percent
Valid Percent
Cumulative
Percent
3
4
5.7
5.7
5.7
4
4
5.7
5.7
11.4
5
62
88.6
88.6
100.0
Total
70
100.0
100.0
Valid
VAR00002
Frequency
Percent
Valid Percent
Cumulative
Percent
3
11
15.7
15.7
15.7
4
8
11.4
11.4
27.1
5
51
72.9
72.9
100.0
Total
70
100.0
100.0
Valid
VAR00003
Frequency
Percent
Valid Percent
Cumulative
Percent
1
4
5.7
5.7
5.7
2
17
24.3
24.3
30.0
3
19
27.1
27.1
57.1
4
3
4.3
4.3
61.4
5
27
38.6
38.6
100.0
Total
70
100.0
100.0
Valid
VAR00006
Frequency
Percent
Valid Percent
Cumulative
Percent
1
2
2.9
2.9
2.9
2
2
2.9
2.9
5.7
3
7
10.0
10.0
15.7
4
22
31.4
31.4
47.1
5
37
52.9
52.9
100.0
Total
70
100.0
100.0
Valid
VAR00005
105
Frequency
Percent
Valid Percent
Cumulative
Percent
1
7
10.0
10.0
10.0
2
5
7.1
7.1
17.1
3
9
12.9
12.9
30.0
4
20
28.6
28.6
58.6
5
29
41.4
41.4
100.0
Total
70
100.0
100.0
Valid
VAR00006
Frequency
Percent
Valid Percent
Cumulative
Percent
1
2
2.9
2.9
2.9
2
2
2.9
2.9
5.7
3
7
10.0
10.0
15.7
4
22
31.4
31.4
47.1
5
37
52.9
52.9
100.0
Total
70
100.0
100.0
Valid
VAR00007
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
1
2
2.9
2.9
2.9
3
9
12.9
12.9
15.7
4
13
18.6
18.6
34.3
5
46
65.7
65.7
100.0
Total
70
100.0
100.0
106
VAR00008
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
1
2
2.9
2.9
2.9
3
10
14.3
14.3
17.1
4
13
18.6
18.6
35.7
5
45
64.3
64.3
100.0
Total
70
100.0
100.0
VAR00009
Frequency
Percent
Valid Percent
Cumulative
Percent
3
4
5.7
5.7
5.7
4
12
17.1
17.1
22.9
5
54
77.1
77.1
100.0
Total
70
100.0
100.0
Valid
VAR00010
Frequency
Percent
Valid Percent
Cumulative
Percent
3
6
8.6
8.6
8.6
4
18
25.7
25.7
34.3
5
46
65.7
65.7
100.0
Total
70
100.0
100.0
Valid
VAR00011
Frequency
Percent
Valid Percent
Cumulative
Percent
3
1
1.4
1.4
1.4
4
26
37.1
37.1
38.6
5
43
61.4
61.4
100.0
Total
70
100.0
100.0
Valid
107
VAR00012
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
4
5.7
5.7
5.7
3
9
12.9
12.9
18.6
4
23
32.9
32.9
51.4
5
34
48.6
48.6
100.0
Total
70
100.0
100.0
VAR00014
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
6
8.6
8.6
8.6
3
12
17.1
17.1
25.7
4
23
32.9
32.9
58.6
5
29
41.4
41.4
100.0
Total
70
100.0
100.0
VAR00015
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
3
4.3
4.3
4.3
3
13
18.6
18.6
22.9
4
28
40.0
40.0
62.9
5
26
37.1
37.1
100.0
Total
70
100.0
100.0
VAR00016
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
2
2.9
2.9
2.9
3
15
21.4
21.4
24.3
4
26
37.1
37.1
61.4
5
27
38.6
38.6
100.0
Total
70
100.0
100.0
108
VAR00017
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
1
1.4
1.4
1.4
3
7
10.0
10.0
11.4
4
32
45.7
45.7
57.1
5
30
42.9
42.9
100.0
Total
70
100.0
100.0
VAR00018
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
2
2.9
2.9
2.9
3
15
21.4
21.4
24.3
4
30
42.9
42.9
67.1
5
23
32.9
32.9
100.0
Total
70
100.0
100.0
VAR00019
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
2
2
2.9
2.9
2.9
3
11
15.7
15.7
18.6
4
36
51.4
51.4
70.0
5
21
30.0
30.0
100.0
Total
70
100.0
100.0
VAR00020
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
4
23
32.9
32.9
32.9
5
47
67.1
67.1
100.0
Total
70
100.0
100.0
109
VAR00021
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
4
19
27.1
27.1
27.1
5
51
72.9
72.9
100.0
Total
70
100.0
100.0
VAR00022
Frequency
Percent
Valid Percent
Cumulative
Percent
3
2
2.9
2.9
2.9
4
26
37.1
37.1
40.0
5
42
60.0
60.0
100.0
Total
70
100.0
100.0
Valid
VAR00023
Frequency
Percent
Valid Percent
Cumulative
Percent
3
1
1.4
1.4
1.4
4
27
38.6
38.6
40.0
5
42
60.0
60.0
100.0
Total
70
100.0
100.0
Valid
VAR00024
Frequency
Percent
Valid Percent
Cumulative
Percent
3
16
22.9
22.9
22.9
4
30
42.9
42.9
65.7
5
24
34.3
34.3
100.0
Total
70
100.0
100.0
Valid
110
VAR00025
Frequency
Percent
Valid Percent
Cumulative
Percent
3
5
7.1
7.1
7.1
4
32
45.7
45.7
52.9
5
33
47.1
47.1
100.0
Total
70
100.0
100.0
Valid
VAR00026
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
4
11
15.7
15.7
15.7
5
59
84.3
84.3
100.0
Total
70
100.0
100.0
VAR00027
Frequency
Percent
Valid Percent
Cumulative
Percent
3
1
1.4
1.4
1.4
4
27
38.6
38.6
40.0
5
42
60.0
60.0
100.0
Total
70
100.0
100.0
Valid
VAR00028
Frequency
Percent
Valid Percent
Cumulative
Percent
Valid
4
21
30.0
30.0
30.0
5
49
70.0
70.0
100.0
Total
70
100.0
100.0
VAR00029
111
Frequency
Percent
Valid Percent
Cumulative
Percent
3
2
2.9
2.9
2.9
4
35
50.0
50.0
52.9
5
33
47.1
47.1
100.0
Total
70
100.0
100.0
Valid
4. Uji Normalitas
112
5. Uji Heteroskedastisitas
Coefficientsa
Model
1 (Constant)
Unstandardized
Standardized
Collinearity
Coefficients
Coefficients
Statistics
B
Std. Error
3,337
Beta
t
1,241
Sig.
Tolerance
VIF
2,690 ,009
responsiveness ,180
,057
,241
3,171 ,002 ,756
1,323
tangibles
,066
,235
2,527 ,014 ,506
1,977
- ,000 ,466
2,145
reliability
,167
-,237 ,064
-,357
3,697
emphaty
,840
,108
,665
7,777 ,000 ,596
1,677
assurance
,104
,044
,186
2,357 ,021 ,700
1,428
a. Dependent Variable: kepuasan
113
6. Uji Multikonearitas
Coefficientsa
Model
Unstandardized
Standardized
Collinearity
Coefficients
Coefficients
Statistics
B
1 (Constant)
Std. Error
3,337
Beta
t
1,241
Sig.
Tolerance
VIF
2,690 ,009
responsiveness ,180
,057
,241
3,171 ,002 ,756
1,323
tangibles
,066
,235
2,527 ,014 ,506
1,977
- ,000 ,466
2,145
reliability
,167
-,237 ,064
-,357
3,697
emphaty
,840
,108
,665
7,777 ,000 ,596
1,677
assurance
,104
,044
,186
2,357 ,021 ,700
1,428
a. Dependent Variable: kepuasan
7. Analisis Regresi Linear Berganda dan Uji Hipotesis (Uji F,Uji R,Uji R2)
ANOVAb
Model
1
Sum of Squares
Regression
Residual
Total
162,428
62,843
225,271
df
Mean Square
5
32,486
F
Sig.
33,083 ,000a
64 ,982
69
a. Predictors: (Constant), assurance, responsiveness, emphaty, tangibles, reliability
b. Dependent Variable: kepuasan
114
Coefficientsa
Unstandardized
Standardized
Collinearity
Coefficients
Coefficients
Statistics
Std.
Model
1
B
(Constant)
Error
3,337
Beta
t
1,241
Sig.
Tolerance
VIF
2,690 ,009
responsiveness ,180
,057
,241
3,171 ,002
,756
1,323
tangibles
,066
,235
2,527 ,014
,506
1,977
- ,000
,466
2,145
,167
reliability
-,237 ,064
-,357
3,697
emphaty
,840
,108
,665
7,777 ,000
,596
1,677
assurance
,104
,044
,186
2,357 ,021
,700
1,428
a. Dependent Variable: kepuasan
ANOVAb
Sum of
Model
Mean
Squares
1
Regression
Residual
Total
df
Square
162,428
5
62,843
32,486
F
Sig.
33,083 ,000a
64 ,982
225,271
69
a. Predictors: (Constant), assurance, responsiveness, emphaty, tangibles, reliability
b. Dependent Variable: kepuasan
Model Summaryb
Model
R
1
a
,849
Adjusted R
Std. Error of the
Square
Estimate
R Square
,721
,699
Durbin-Watson
,991
2,040
a. Predictors: (Constant), assurance, responsiveness, emphaty, tangibles, reliability
b. Dependent Variable: kepuasan
115