Analisis Pengaruh Kualitas Pelayanan dan Manajemen Hubungan Pelanggan terhadap Loyalitas Pelanggan PT. Raza Karya Holidays Medan
LAMPIRAN Lampiran 1
KUESIONER PENELITIAN
ANALISIS PENGARUH KUALITAS PELAYANAN DAN MANAJEMEN HUBUNGAN PELANGGAN TERHADAP LOYALITAS PELANGGAN
PT. RAZA KARYA HOLIDAYS MEDAN
1. Identitas Responden
Nama :
Umur : Tahun
Jenis Kelamin : Pria Wanita
Pekerjaan : Pelajar/ Mahasiswa
Pegawai/ Karyawan Wiraswasta
Lain-Lain
Frekuensi pembelian tiket pesawat: 2-4 kali 5-7 kali > 7 kali 2. Petunjuk Pengisian
• Responden dimohon mengisi kuesioner dengan menjawab seluruh pertanyaan yang telah disediakan
• Berikan tanda (√) pada kolom yang tersedia dan pilih sesuai dengan keadaan yang sebernarnya.
(2)
Predikat Keterangan bobot
SS Sangat Setuju 5
S Setuju 4
KS Kurang Setuju 3
TS Tidak Setuju 2
STS Sangat Tidak Setuju 1
Bagian I. Kualitas Pelayana No
n:
Pernyataan SS S KS TS STS
1 Raza Karya Holidays memberikan fasilitas ruangan yang nyaman untuk pelanggan
2 Raza Karya Holidays memiliki lapangan parkir yang luas
3 Pegawai Raza Karya Holidays tanggap dalam mengatasi keluhan dari
pelanggan
4 Pegawai Raza Karya Holidays cepat dan tanggap dalam melayani
pelanggan
5 Pegawai Raza Karya Holidays memiliki perhitungan yang akurat dalam administrasi
6 Pegawai Raza Karya Holidays dapat diandalkan dalam memenuhi
(3)
7 Saya merasa aman dalam menggunakan jasa Raza Karya Holidays
8 Saya merasa yakin dalam
menggunakan jasa yang ditawarkan Raza Karya Holidays
9 Pegawai Raza Karya Holidays bersikap sopan dalam memberikan pelayanan
10 Pegawai Raza Karya Holidays penuh perhatian dalam melayani pelanggan Bagian II. Manajemen Hubungan Pelanggan
No
:
Pernyataan SS S KS TS STS
1 Informasi ticket promo/tour melalui SMS atau email mudah diperoleh
2 Data pelanggan yang saya berikan
kepada travel sudah di manfaatkan dengan baik
3 Profesionalisme yang dimiliki pegawai Raza Karya Holidays sudah baik
4 Pelayanan personal yang diberikan pegawai Raza Karya Holidays sudah baik
5 Raza Karya Holidays memberikan kemudahan dalam proses pembayaran (seperti penggunaan kartu debit atau kartu kredit )
6 Penanganan keluhan yang dilakukan Raza Karya Holidayssudah baik
(4)
Bagian III. Loyalitas Pelangga No
n
Pernyataan SS S KS TS STS
1 Saya akan menggunakan jasa travel Raza Karya Holidays kembali 2 Saya akan merekomendasikan travel
Raza Karya Holidays kepada orang lain
3 Saya akan menggunakan jasa lain yang ditawarkan travel Raza Karya
Holidays
4 Saya akan tetap menjadi pelaggan travel Raza Karya Holidays disaat ada tawaran dari travel lain
(5)
Lampiran 2:
DATA BUTIR KUESIONER UJI VALIDITAS DAN RELIABILITAS
No
Kualitas Pelayanan X1
Manajemen Hubungan Pelanggan X2
Loyalitas Pelanggan Y
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P1 P2 P3 P4 P5 P6 P1 P2 P3 P4
1 5 3 5 4 5 5 5 5 4 5 4 4 5 5 5 5 4 5 5 5
2 5 4 4 5 5 5 5 5 5 5 3 5 5 5 5 5 5 5 5 4
3 4 5 4 5 5 5 4 5 5 5 5 5 5 5 4 5 5 5 5 4
4 5 4 4 4 4 4 3 4 5 5 4 3 4 4 5 5 5 4 3 5
5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
6 4 4 4 3 4 4 4 4 4 4 4 4 4 4 4 4 5 4 4 4
7 4 4 4 3 4 4 4 4 4 4 3 4 4 4 4 4 4 4 4 4
8 4 5 5 4 4 4 3 5 4 4 5 3 5 4 5 4 4 3 4 4
9 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5
10 5 4 4 4 4 5 5 4 4 4 4 4 4 5 4 4 4 4 4 4
11 4 3 4 3 3 3 4 3 4 4 4 4 4 4 3 4 3 3 4 4
12 4 4 5 4 4 4 4 4 4 4 4 4 4 4 3 4 4 4 4 4
13 5 5 4 4 4 4 4 4 4 5 4 4 4 4 4 5 4 4 4 5
14 4 3 3 3 3 5 4 4 4 4 3 4 4 4 4 4 4 3 4 4
15 5 3 4 5 4 4 4 4 4 4 3 3 4 4 3 4 4 4 4 4
16 4 4 4 5 4 5 4 4 4 4 4 3 4 4 4 4 4 4 4 4
17 5 3 3 5 4 3 4 4 4 4 5 4 4 4 4 4 4 4 4 3
18 4 4 4 4 4 5 4 4 4 4 3 4 4 4 5 4 4 3 4 4
19 5 4 4 3 4 4 5 4 4 5 2 4 4 4 4 5 4 5 5 3
20 5 5 5 4 5 5 4 5 4 5 4 3 5 5 4 5 3 3 5 5
21 4 3 4 4 4 4 5 5 5 4 5 5 5 4 4 4 5 5 5 4
22 5 5 3 4 4 5 4 5 5 4 5 5 5 5 5 4 5 4 4 5
23 4 4 4 5 3 4 4 4 5 5 4 5 4 4 4 5 5 4 4 5
24 5 5 5 4 3 4 5 5 5 4 5 5 5 4 4 4 5 5 4 4
25 4 5 3 4 4 5 4 5 4 3 3 4 5 5 3 3 4 4 5 3
26 5 5 3 4 5 4 5 5 3 4 3 3 5 4 5 4 3 5 5 4
27 4 3 3 4 4 5 4 3 3 4 3 3 5 5 4 4 3 4 5 4
28 5 5 5 4 5 4 5 5 4 4 5 3 5 4 3 4 3 3 4 4
29 5 4 4 4 4 5 4 4 5 5 4 5 4 5 4 5 5 4 4 5
(6)
Lampiran 3:
HASILUJI VALIDITAS DAN REALIBILITAS Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Reliability Statistics Cronbach's
Alpha N of Items
(7)
Item-Total Statistics Scale Mean if
Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Deleted
VAR00001 79.9333 50.823 .507 .881
VAR00002 80.3000 50.286 .400 .885
VAR00003 80.4000 50.455 .423 .884
VAR00004 80.3333 50.644 .447 .883
VAR00005 80.3333 49.333 .593 .878
VAR00006 80.0667 50.340 .474 .882
VAR00007 80.2000 50.786 .461 .883
VAR00008 80.0667 49.168 .666 .877
VAR00009 80.2000 49.131 .657 .877
VAR00010 80.1333 49.637 .631 .878
VAR00011 80.5000 49.362 .424 .885
VAR00012 80.4000 49.697 .464 .883
VAR00013 80.0000 50.069 .609 .879
VAR00014 80.0667 51.099 .564 .881
VAR00015 80.3000 50.355 .462 .883
VAR00016 80.1000 50.507 .577 .880
VAR00017 80.2333 49.909 .482 .882
VAR00018 80.3000 50.493 .411 .885
VAR00019 80.1000 51.817 .403 .884
(8)
Lampiran 4:
DESKRIPTIF RESPONDEN
Jenis Kelamin
Frequency Percent Valid Percent
Cumulative Percent
Valid Laki-laki 53 69.7 69.7 69.7
Perempuan 23 30.3 30.3 100.0
Total 76 100.0 100.0
Pekerjaan
Frequency Percent Valid Percent
Cumulative Percent
Valid Pegawai 44 57.9 57.9 57.9
Wiraswasta 17 22.4 22.4 80.3
Mahasiswa 6 7.9 7.9 88.2
Lain-lain 9 11.8 11.8 100.0
Total 76 100.0 100.0
Frekuensi Pembelian Tiket
Frequency Percent Valid Percent
Cumulative Percent
Valid 2-4 kali 37 48.7 48.7 48.7
5-7 kali 30 39.5 39.5 88.2
>7 kali 9 11.8 11.8 100.0
(9)
Lampiran 5:
DATA BUTIR KUESIONER PENELITAN
No Kualitas Pelayanan
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 X1
1 4 2 3 3 5 5 5 5 5 5 42
2 5 4 5 5 5 5 4 5 4 5 47
3 4 4 4 4 4 4 4 5 4 5 42
4 5 4 5 5 4 4 5 5 4 5 46
5 4 3 4 5 3 3 3 3 3 3 34
6 4 3 4 4 3 3 4 4 4 5 38
7 4 2 3 3 4 4 3 3 4 2 32
8 4 4 4 4 5 5 5 4 3 5 43
9 2 1 3 3 4 2 3 3 2 2 25
10 5 5 5 5 5 3 4 3 3 4 42
11 2 2 3 4 3 5 4 4 3 3 33
12 5 5 5 5 5 4 4 5 5 5 48
13 3 3 2 3 3 3 3 2 3 4 29
14 3 3 5 5 5 4 5 4 3 4 41
15 4 3 4 5 5 4 5 4 4 5 43
16 2 1 3 2 1 2 3 2 3 2 21
17 3 4 3 3 3 4 3 2 3 4 32
18 5 5 5 4 5 4 4 5 4 5 46
19 2 3 3 4 5 4 4 5 4 5 39
20 3 3 4 3 3 4 3 3 4 4 34
21 5 3 4 4 4 5 5 5 5 5 45
22 3 3 4 3 2 3 3 3 3 3 30
23 3 3 3 3 4 3 4 3 3 2 31
(10)
25 4 3 4 4 5 4 4 4 5 5 42
26 5 3 5 5 5 3 5 4 5 5 45
27 4 3 5 4 5 4 4 4 4 4 41
28 3 3 3 2 2 3 3 2 3 2 26
29 5 3 5 5 3 5 5 4 5 4 44
30 5 4 5 5 5 4 4 5 4 4 45
31 4 4 5 4 5 3 4 4 4 4 41
32 2 2 5 5 5 3 4 3 4 4 37
33 2 2 4 4 3 3 3 3 3 3 30
34 4 3 2 2 4 4 4 4 4 4 35
35 4 4 5 4 4 4 4 4 4 4 41
36 4 4 5 5 4 5 4 4 5 4 44
37 5 4 5 4 5 5 5 4 4 5 46
38 5 5 5 4 5 4 4 4 4 4 44
39 3 3 2 2 4 3 3 3 2 2 27
40 4 5 5 4 4 4 3 3 3 3 38
41 4 4 4 5 5 4 5 4 5 4 44
42 4 4 5 4 5 4 4 4 4 4 42
43 5 5 5 4 5 5 4 4 4 5 46
44 4 4 5 3 4 4 5 4 4 2 39
45 4 5 5 4 5 4 4 3 5 4 43
46 4 4 5 3 4 4 5 4 5 3 41
47 4 4 3 4 4 5 5 5 5 3 42
48 4 4 4 4 5 5 4 4 4 4 42
49 4 3 4 4 5 3 5 3 4 5 40
50 5 4 5 5 5 4 4 4 4 4 44
51 3 2 4 3 3 5 3 4 4 3 34
52 4 2 3 4 4 4 4 4 4 4 37
(11)
55 3 3 3 3 3 4 5 5 4 4 37
56 4 3 4 3 4 3 5 5 4 4 39
57 4 4 4 4 5 4 5 5 3 5 43
58 4 4 4 4 4 4 4 4 5 4 41
59 4 5 4 3 4 4 3 3 4 3 37
60 3 4 4 3 5 5 4 4 4 3 39
61 3 3 3 3 4 3 5 5 4 5 38
62 4 4 5 5 4 4 5 5 5 5 46
63 5 4 4 4 5 4 3 4 4 4 41
64 5 3 4 3 5 4 5 5 5 4 43
65 5 4 3 3 5 3 5 5 4 5 42
66 3 3 3 4 4 4 4 5 4 5 39
67 4 4 4 4 4 5 4 5 4 4 42
68 4 4 4 5 5 4 4 5 5 4 44
69 3 3 3 3 4 3 4 5 3 3 34
70 4 4 4 4 5 4 4 5 4 4 42
71 5 5 5 4 5 4 4 5 4 4 45
72 4 4 4 4 5 4 5 5 4 4 43
73 3 3 3 3 4 5 5 4 4 4 38
74 4 4 4 4 5 4 4 4 4 4 41
75 3 3 4 3 4 3 4 4 3 4 35
(12)
No Manajemen Hubungan Pelanggan Loyalitas Pelanggan
P1 P2 P3 P4 P5 P6 X2 P1 P2 P3 P4 Y
1 2 4 4 4 5 3 22 5 5 5 5 20
2 3 3 4 5 5 4 24 5 5 5 4 19
3 3 5 4 4 5 4 25 5 5 4 4 18
4 4 5 5 5 5 5 29 5 5 5 4 19
5 1 3 2 2 4 1 13 3 3 4 2 12
6 3 4 4 4 5 3 23 4 4 4 4 16
7 3 4 3 3 3 3 19 5 5 4 3 17
8 5 5 5 5 4 5 29 5 5 4 4 18
9 3 3 3 3 3 4 19 3 3 3 3 12
10 4 5 5 5 4 5 28 4 3 4 4 15
11 3 3 4 5 4 4 23 4 4 4 3 15
12 4 5 4 5 4 4 26 4 4 4 3 15
13 1 2 4 3 4 1 15 3 3 4 2 12
14 4 5 5 5 4 4 27 5 5 5 5 20
15 3 4 4 5 4 5 25 4 4 4 5 17
16 2 2 2 3 3 3 15 3 3 3 2 11
17 4 5 5 4 4 4 26 4 3 4 3 14
18 3 4 4 4 5 5 25 4 3 4 3 14
19 5 5 4 5 4 4 27 4 3 4 3 14
20 3 3 2 2 3 4 17 4 4 4 2 14
21 3 3 4 4 4 4 22 4 4 4 3 15
22 3 3 4 5 4 4 23 4 4 4 4 16
23 2 4 4 4 3 1 18 4 4 4 2 14
24 5 5 5 5 4 5 29 5 5 4 2 16
25 5 5 2 5 5 2 24 4 4 4 4 16
26 3 3 4 4 3 4 21 4 4 5 3 16
(13)
29 3 5 4 5 5 3 25 5 5 5 5 20
30 4 3 4 3 5 4 23 4 4 4 3 15
31 4 3 4 5 5 5 26 4 4 4 4 16
32 1 2 4 4 5 4 20 3 3 3 3 12
33 3 3 3 3 5 4 21 4 4 4 3 15
34 2 3 4 4 5 3 21 3 3 4 4 14
35 3 5 4 4 5 3 24 4 4 4 5 17
36 4 3 4 5 5 4 25 4 4 4 4 16
37 4 5 5 4 4 4 26 5 5 5 5 20
38 3 4 4 4 4 5 24 4 4 4 4 16
39 2 3 3 3 3 3 17 3 3 3 3 12
40 3 4 4 4 5 3 23 4 4 4 4 16
41 4 5 4 4 5 3 25 5 5 5 5 20
42 4 5 4 4 4 4 25 4 4 4 3 15
43 5 5 5 5 5 4 29 5 5 5 5 20
44 4 5 5 4 4 4 26 5 5 5 4 19
45 2 3 4 3 5 2 19 3 3 5 5 16
46 4 3 4 4 5 5 25 3 3 5 3 14
47 5 4 5 5 4 4 27 5 5 5 5 20
48 4 4 5 5 5 3 26 5 5 5 5 20
49 3 3 4 5 4 4 23 3 3 3 4 13
50 3 4 4 3 5 3 22 5 5 5 5 20
51 4 3 3 3 4 3 20 3 3 3 5 14
52 3 2 4 5 5 3 22 3 3 3 4 13
53 2 3 3 3 4 3 18 4 5 4 3 16
54 3 4 4 4 5 3 23 5 5 5 5 20
55 5 3 3 4 5 4 24 4 4 3 4 15
56 3 3 4 4 3 4 21 4 4 4 4 16
57 5 4 5 4 4 4 26 5 5 5 4 19
(14)
59 4 4 4 4 4 3 23 3 3 3 4 13
60 3 4 5 4 3 3 22 4 4 4 5 17
61 3 4 4 4 3 4 22 4 4 3 3 14
62 2 3 3 3 4 3 18 3 3 3 4 13
63 5 4 5 4 4 4 26 5 5 5 4 19
64 4 4 5 4 4 4 25 5 5 5 5 20
65 3 3 5 5 3 4 23 5 5 5 5 20
66 4 4 4 4 4 4 24 5 5 5 4 19
67 3 3 4 4 5 4 23 3 3 3 3 12
68 5 4 5 5 4 4 27 5 5 4 4 18
69 5 4 4 4 3 3 23 5 5 4 4 18
70 4 3 5 4 5 4 25 4 4 4 4 16
71 3 3 4 4 5 4 23 4 4 4 4 16
72 4 4 4 4 5 4 25 4 4 4 4 16
73 3 3 4 4 4 4 22 4 4 5 5 18
74 3 4 5 4 5 4 25 4 4 5 4 17
75 3 4 4 3 4 4 22 4 4 4 4 16
(15)
Lampiran 6:
DESKRIPTIF VARIABEL
VAR00001 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 6 7.9 7.9 7.9
3.00 18 23.7 23.7 31.6
4.00 35 46.1 46.1 77.6
5.00 17 22.4 22.4 100.0
Total 76 100.0 100.0
VAR00002 Frequency Percent
Valid Percent
Cumulative Percent
Valid 1.00 2 2.6 2.6 2.6
2.00 7 9.2 9.2 11.8
3.00 30 39.5 39.5 51.3
4.00 28 36.8 36.8 88.2
5.00 9 11.8 11.8 100.0
Total 76 100.0 100.0
VAR00003 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 3 3.9 3.9 3.9
3.00 18 23.7 23.7 27.6
4.00 30 39.5 39.5 67.1
5.00 25 32.9 32.9 100.0
(16)
VAR00004 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 4 5.3 5.3 5.3
3.00 21 27.6 27.6 32.9
4.00 34 44.7 44.7 77.6
5.00 17 22.4 22.4 100.0
Total 76 100.0 100.0
VAR00005 Frequency Percent
Valid Percent
Cumulative Percent
Valid 1.00 1 1.3 1.3 1.3
2.00 2 2.6 2.6 3.9
3.00 10 13.2 13.2 17.1
4.00 26 34.2 34.2 51.3
5.00 37 48.7 48.7 100.0
Total 76 100.0 100.0
VAR00006 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 2 2.6 2.6 2.6
3.00 19 25.0 25.0 27.6
4.00 39 51.3 51.3 78.9
5.00 16 21.1 21.1 100.0
(17)
VAR00007 Frequency Percent
Valid Percent
Cumulative Percent
Valid 3.00 15 19.7 19.7 19.7
4.00 37 48.7 48.7 68.4
5.00 24 31.6 31.6 100.0
Total 76 100.0 100.0
VAR00008 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 4 5.3 5.3 5.3
3.00 15 19.7 19.7 25.0
4.00 31 40.8 40.8 65.8
5.00 26 34.2 34.2 100.0
Total 76 100.0 100.0
VAR00009 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 2 2.6 2.6 2.6
3.00 17 22.4 22.4 25.0
4.00 42 55.3 55.3 80.3
5.00 15 19.7 19.7 100.0
Total 76 100.0 100.0
VAR00010 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 7 9.2 9.2 9.2
3.00 12 15.8 15.8 25.0
4.00 35 46.1 46.1 71.1
5.00 22 28.9 28.9 100.0
(18)
VAR00011 Frequency Percent
Valid Percent
Cumulative Percent
Valid 1.00 3 3.9 3.9 3.9
2.00 8 10.5 10.5 14.5
3.00 31 40.8 40.8 55.3
4.00 22 28.9 28.9 84.2
5.00 12 15.8 15.8 100.0
Total 76 100.0 100.0
VAR00012 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 4 5.3 5.3 5.3
3.00 28 36.8 36.8 42.1
4.00 26 34.2 34.2 76.3
5.00 18 23.7 23.7 100.0
Total 76 100.0 100.0
VAR00013 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 4 5.3 5.3 5.3
3.00 9 11.8 11.8 17.1
4.00 43 56.6 56.6 73.7
5.00 20 26.3 26.3 100.0
(19)
VAR00014 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 2 2.6 2.6 2.6
3.00 14 18.4 18.4 21.1
4.00 37 48.7 48.7 69.7
5.00 23 30.3 30.3 100.0
Total 76 100.0 100.0
VAR00015 Frequency Percent
Valid Percent
Cumulative Percent
Valid 3.00 13 17.1 17.1 17.1
4.00 33 43.4 43.4 60.5
5.00 30 39.5 39.5 100.0
Total 76 100.0 100.0
VAR00016 Frequency Percent
Valid Percent
Cumulative Percent
Valid 1.00 3 3.9 3.9 3.9
2.00 3 3.9 3.9 7.9
3.00 21 27.6 27.6 35.5
4.00 39 51.3 51.3 86.8
5.00 10 13.2 13.2 100.0
Total 76 100.0 100.0
VAR00017 Frequency Percent
Valid Percent
Cumulative Percent
Valid 3.00 15 19.7 19.7 19.7
4.00 36 47.4 47.4 67.1
5.00 25 32.9 32.9 100.0
(20)
VAR00018 Frequency Percent
Valid Percent
Cumulative Percent
Valid 3.00 19 25.0 25.0 25.0
4.00 31 40.8 40.8 65.8
5.00 26 34.2 34.2 100.0
Total 76 100.0 100.0
VAR00019 Frequency Percent
Valid Percent
Cumulative Percent
Valid 3.00 13 17.1 17.1 17.1
4.00 39 51.3 51.3 68.4
5.00 24 31.6 31.6 100.0
Total 76 100.0 100.0
VAR00020 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 6 7.9 7.9 7.9
3.00 19 25.0 25.0 32.9
4.00 32 42.1 42.1 75.0
5.00 19 25.0 25.0 100.0
(21)
Lampiran 7:
(22)
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N 76
Normal Parametersa,,b Mean .0000000
Std. Deviation 2.00703260 Most Extreme
Differences
Absolute .073
Positive .047
Negative -.073
Kolmogorov-Smirnov Z .632
Asymp. Sig. (2-tailed) .819
a. Test distribution is Normal. b. Calculated from data.
(23)
Uji Multikolinieritas Coefficientsa
Model
Collinearity Statistics
Tolerance VIF
1 (Constant)
kualitas_pelayanan .649 1.541
manajemen_hubungan
_pelanggan .649 1.541
a. Dependent Variable: loyalitas_pelanggan
Uji Geljser Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients
t Sig.
B
Std.
Error Beta
1 (Constant) -.764 .986 -.775 .441
kualitas_pelayanan .054 .028 .267 1.924 .058
manajemen_hubungan_
pelanggan .013 .046 .038 .274 .785
(24)
Lampiran 8:
HASIL ANALISIS REGRESI BERGANDA Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients
t Sig. B
Std.
Error Beta
1 (Constant) 4.110 1.821 2.257 .027
kualitas_pelayanan .146 .052 .324 2.834 .006
manajemen_hubungan_
pelanggan .274 .085 .368 3.224 .002
a. Dependent Variable: loyalitas_pelanggan
ANOVAa Model
Sum of
Squares df
Mean
Square F Sig.
1 Regression 186.518 2 93.259 22.534 .000b
Residual 302.113 73 4.139
Total 488.632 75
a. Dependent Variable: loyalitas_pelanggan
b. Predictors: (Constant), manajemen_hubungan_pelanggan, kualitas_pelayanan Model Summaryb
Model R R Square
Adjusted R Square
Std. Error of the Estimate
1 .618a .382 .365 2.03434
a. Predictors: (Constant),
manajemen_hubungan_pelanggan, kualitas_pelayanan b. Dependent Variable: loyalitas_pelanggan
(1)
VAR00014 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 2 2.6 2.6 2.6
3.00 14 18.4 18.4 21.1
4.00 37 48.7 48.7 69.7
5.00 23 30.3 30.3 100.0
Total 76 100.0 100.0
VAR00015 Frequency Percent
Valid Percent
Cumulative Percent
Valid 3.00 13 17.1 17.1 17.1
4.00 33 43.4 43.4 60.5
5.00 30 39.5 39.5 100.0
Total 76 100.0 100.0
VAR00016 Frequency Percent
Valid Percent
Cumulative Percent
Valid 1.00 3 3.9 3.9 3.9
2.00 3 3.9 3.9 7.9
3.00 21 27.6 27.6 35.5
4.00 39 51.3 51.3 86.8
5.00 10 13.2 13.2 100.0
(2)
VAR00018 Frequency Percent
Valid Percent
Cumulative Percent
Valid 3.00 19 25.0 25.0 25.0
4.00 31 40.8 40.8 65.8
5.00 26 34.2 34.2 100.0
Total 76 100.0 100.0
VAR00019 Frequency Percent
Valid Percent
Cumulative Percent
Valid 3.00 13 17.1 17.1 17.1
4.00 39 51.3 51.3 68.4
5.00 24 31.6 31.6 100.0
Total 76 100.0 100.0
VAR00020 Frequency Percent
Valid Percent
Cumulative Percent
Valid 2.00 6 7.9 7.9 7.9
3.00 19 25.0 25.0 32.9
4.00 32 42.1 42.1 75.0
5.00 19 25.0 25.0 100.0
(3)
Lampiran 7:
(4)
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N 76
Normal Parametersa,,b Mean .0000000 Std. Deviation 2.00703260 Most Extreme
Differences
Absolute .073 Positive .047 Negative -.073
Kolmogorov-Smirnov Z .632
Asymp. Sig. (2-tailed) .819 a. Test distribution is Normal.
(5)
Uji Multikolinieritas Coefficientsa
Model
Collinearity Statistics Tolerance VIF 1 (Constant)
kualitas_pelayanan .649 1.541 manajemen_hubungan
_pelanggan .649 1.541 a. Dependent Variable: loyalitas_pelanggan
Uji Geljser Coefficientsa
Model
Unstandardized Coefficients
Standardized Coefficients
t Sig. B
Std.
Error Beta
1 (Constant) -.764 .986 -.775 .441
kualitas_pelayanan .054 .028 .267 1.924 .058 manajemen_hubungan_
pelanggan .013 .046 .038 .274 .785
(6)
Lampiran 8:
HASIL ANALISIS REGRESI BERGANDA Coefficientsa Model Unstandardized Coefficients Standardized Coefficients
t Sig. B
Std.
Error Beta
1 (Constant) 4.110 1.821 2.257 .027
kualitas_pelayanan .146 .052 .324 2.834 .006 manajemen_hubungan_
pelanggan .274 .085 .368 3.224 .002
a. Dependent Variable: loyalitas_pelanggan
ANOVAa
Model
Sum of
Squares df
Mean
Square F Sig. 1 Regression 186.518 2 93.259 22.534 .000b
Residual 302.113 73 4.139
Total 488.632 75
a. Dependent Variable: loyalitas_pelanggan
b. Predictors: (Constant), manajemen_hubungan_pelanggan, kualitas_pelayanan Model Summaryb
Model R R Square
Adjusted R Square
Std. Error of the Estimate
1 .618a .382 .365 2.03434
a. Predictors: (Constant),
manajemen_hubungan_pelanggan, kualitas_pelayanan b. Dependent Variable: loyalitas_pelanggan