A1 Sepengetahuan saya, ASSA BARU DIESEL menyediakan jaminan atau garansi atas pengerjaan servis injection pump

  LAMPIRAN 1. Kuesioner Penelitian KUESIONER A. DATA RESPONDEN Nama : ..........................................................................................

  Nama Perusahaan : .......................................................................................... Pekerjaan (jawaban jelas) : .......................................................................................... Jenis injection pump yang diservis dan tahun keluaran (boleh isi lebih dari satu) :

  Pick up, Box Mobil Keluarga : .............. : .............. Alat Berat

  Genzet : ............. : .............. Truk, Tronton, Trailer Lainnya..............

  : .............. : ..............

  Bus : .............

  Frekuensi perbaikan sejak menjadi pelanggan ASSA BARU DIESEL :

.........................................................................................................................................................

  Lama menjadi customer : ....................................................................................................... Dari manakah Anda mengetahui informasi tentang Bengkel ASSA BARU DIESEL?

.........................................................................................................................................................

  KUESIONER B. PERCEIVED SERVICE GAMBARAN UMUM YANG ANDA KETAHUI MENGENAI PELAYANAN BENGKEL ASSA BARU DIESEL SEBELUM ANDA MENCOBA Sepengetahuan Saya mengenai informasi servis injection pump di Bengkel ASSA BARU DIESEL RELIABILITY Kode Pernyataan

  1 2 3 4 5 Sepengetahuan saya, masalah injection pump selalu dapat diselesaikan 1 2 3 4 5 R1 oleh Bengkel ASSA BARU DIESEL

R2 Sepengetahuan saya, pengerjaan injection pump selalu tepat. 1 2 3 4 5

Sepengetahuan saya, ASSA BARU DIESEL memberikan informasi yang 1 2 3 4 5 R3 tepat terkait dengan masalah injection pump

  RESPONSIVENESS Sepengetahuan saya, ASSA BARU DIESEL memberikan pelayanan yang 1 2 3 4 5 RE1 cepat dalam pengerjaan injection pump Sepengetahuan saya, ASSA BARU DIESEL memberikan informasi yang 1 2 3 4 5

  RE2 cepat ketika injection pump yang diservis membutuhkan penggantian sparepart

  

RE3 Sepengetahuan saya, penanganan komplain dilakukan dengan cepat 1 2 3 4 5

Sepengetahuan saya, ASSA BARU DIESEL menyediakan jasa/servis 1 2 3 4 5 RE4 panggilan ke rumah atau kantor

  ASSURANCE Sepengetahuan saya, ASSA BARU DIESEL menyediakan jaminan atau 1 2 3 4 5

  BENGKEL ASSA BARU DIESEL Harapan Saya ketika melakukan servis injection pump di Bengkel ASSA BARU DIESEL RELIABILITY Kode Pernyataan

  1 2 3 4 5 Saya berharap, masalah injection pump Saya dapat diselesaikan oleh 1 2 3 4 5 R1 Bengkel ASSA BARU DIESEL

R2 Saya berharap, pengerjaan injection pump yang saya terima tepat. 1 2 3 4 5

Saya berharap, saya memperoleh informasi yang tepat terkait dengan 1 2 3 4 5 R3 masalah injection pump

  RESPONSIVENESS Saya berharap memperoleh pelayanan yang cepat dalam pengerjaan 1 2 3 4 5 RE1 injection pump Saya berharap memperoleh informasi yang cepat ketika injection pump 1 2 3 4 5 RE2 yang diservis membutuhkan penggantian sparepart

RE3 Saya berharap dilayani dengan cepat ketika saya mengajukan komplain 1 2 3 4 5

Saya berharap, bengkel ASSA BARU DIESEL menyediakan jasa/servis 1 2 3 4 5 RE4 panggilan ke rumah atau kantor

  ASSURANCE Saya berharap terdapat jaminan atau garansi atas pengerjaan servis 1 2 3 4 5 A1 injection pump Saya berharap karyawan Bengkel ASSA BARU DIESEL mengerjakan 1 2 3 4 5 A2 servis injection pump dengan jujur

  PENILAIAN ANDA ATAS PELAYANAN BENGKEL ASSA BARU DIESEL KUESIONER D. PERFORMANCE SERVICE Kenyataan yang saya terima atas hasil servis injection pump di Bengkel ASSA BARU DIESEL RELIABILITY Kode Pernyataan 1 2 3 4 5 Keterangan R1 Masalah injection pump Saya 1 2 3 4 5 Menurut penilaian Anda, bagaimana kualitas kerja karyawan Bengkel ASSA BARU DIESEL dapat diselesaikan oleh Bengkel dalam menyelesaikan permasalahan Anda tersebut? ASSA BARU DIESEL ............................................................................................................................................................ R2 Pengerjaan injection pump yang 1 2 3 4 5 Apakah Anda pernah menerima hasil pengerjaan yang tidak tepat? saya terima tepat.

  ............................................................................................................................................................ Seberapa besar perbandingan antara kesalahan yang terjadi dengan kepuasaan yang Anda rasakan? ............................................................................................................................................................

  R3 Saya memperoleh informasi yang 1 2 3 4 5 Informasi seperti apa yang Anda peroleh? tepat terkait dengan masalah ............................................................................................................................................................ injection pump ............................................................................................................................................................

  RESPONSIVENESS RE1 Saya memperoleh pelayanan 1 2 3 4 5 Ketika Anda datang ke Bengkel ASSA, apakah Anda langsung dilayani oleh karyawan ASSA? yang cepat dalam pengerjaan

  ............................................................................................................................................................ injection pump

  

Jika iya, tindakan nyata seperti apa?

............................................................................................................................................................ Jika tidak, berapakah waktu yang diperlukan untuk menunggu dan alasan apakah yang

  RE3 Saya dilayani dengan cepat ketika 1 2 3 4 5 Apakah masih ada penanganan komplain yang lambat? saya mengajukan komplain ............................................................................................................................................................ Kalau ada, dalam hal apa? ............................................................................................................................................................

  Berapa kali Anda kecewa terhadap pelayanan yang tidak memuaskan? ............................................................................................................................................................ Pelayanan yang tidak memuaskan yang seperti apa? ............................................................................................................................................................

  RE4 Bengkel ASSA BARU DIESEL 1 2 3 4 5 Jasa atau servis panggilan yang pernah saya manfaatkan : menyediakan jasa/servis ............................................................................................................................................................ panggilan ke rumah atau kantor Apakah Anda pernah mengalami penolakan ketika Anda meminta jasa panggilan dengan segera?

  ............................................................................................................................................................ Jika iya, apakah alasan yang diungkapkan oleh Bengkel ASSA BARU DIESEL? ............................................................................................................................................................

  ASSURANCE A1 Terdapat jaminan atau garansi 1 2 3 4 5 Garansi seperi apa yang disediakan? atas pengerjaan servis injection

  ............................................................................................................................................................ pump ............................................................................................................................................................

  A2 Karyawan Bengkel ASSA BARU 1 2 3 4 5 Kejujuran karyawan seperti apa yang Anda rasakan saat menservis injection pump? DIESEL mengerjakan servis ............................................................................................................................................................ injection pump dengan jujur ............................................................................................................................................................

  EMPATHY E1 Saya menerima pelayanan 1 2 3 4 5 Keramahan seperti apa yang Anda lihat? dengan ramah

  ............................................................................................................................................................

  lain? ............................................................................................................................................................

  TANGIBLE T1 Bengkel ASSA BARU DIESEL menyediakan media informasi yang terkait dengan lokasi bengkel (misal : papan petunjuk, papan nama) 1 2 3 4 5 Menurut Anda, sudah jelaskah papan nama atau papan petunjuk yang tersedia?

  ........................................................................................................................................................... Jika belum jelas, dalam hal apa? ............................................................................................................................................................

  ............................................................................................................................................................ T2 Lokasi Bengkel ASSA BARU DIESEL mudah dijangkau

  1 2 3 4 5 Apakah pernah mengalami kesulitan menuju ke Bengkel ASSA BARU DIESEL? ............................................................................................................................................................

  Jika iya mengapa? ............................................................................................................................................................ T3 Luas bengkel memadai untuk beberapa pengerjaan sekaligus

  1 2 3 4 5 Bagaimanakah pendapat Anda mengenai luas Bengkel ASSA BARU DIESEL? ............................................................................................................................................................ T4 Mesin pengetesan injection pump yang digunakan memadai

  1 2 3 4 5 Bagaimanakah pendapat Anda mengenai kondisi mesin test yang digunakan? ............................................................................................................................................................ T5 Bengkel menyediakan berbagai sparepart yang dibutuhkan

  1 2 3 4 5 Bagaimanakah pendapat Anda mengenai ketersediaan sparepart jika terjadi kerusakan? ............................................................................................................................................................ T6 Fasilitas ruang tunggu yang disediakan nyaman dan memadai

  1 2 3 4 5 Bagaimanakah pendapat Anda mengenai penyediaan fasilitas ruang tunggu? ............................................................................................................................................................

  Bengkel ASSA BARU DIESEL akan melakukan pembenahan ruang tunggu. Fasilitas apa yang sebaiknya disediakan? ............................................................................................................................................................

  ............................................................................................................................................................

  KUESIONER F. LOYALITAS PELANGGAN

  3. Saya berminat untuk kembali melakukan servis injection pump di Bengkel ASSA BARU DIESEL 1 2 3 4 5 Hal-hal apa saja yang membuat saya berminat untuk kembali melakukan servis di Bengkel ASSA

  BARU DIESEL? ............................................................................................................................................................ ............................................................................................................................................................

  4. Saya akan selalu merekomendasikan ke teman / kerabat jika ada teman / kerabat yang membutuhkan servis injection pump.

  1 2 3 4 5 Hal-hal apa saja yang akan Anda rekomendasikan mengenai Bengkel ASSA BARU DIESEL kepada teman/kerabat Anda? ............................................................................................................................................................ ............................................................................................................................................................

  5. Saya bersedia menceritakan keunggulan bengkel ASSA BARU DIESEL.

  1 2 3 4 5 Hal apakah yang menjadi keunggulan bengkel ASSA BARU DIESEL jika dibandingkan dengan bengkel injection pump lainnya? ............................................................................................................................................................ ............................................................................................................................................................

  6. Ketika ada bengkel injection pump lain yang menawarkan harga lebih rendah, Saya tidak akan mencoba bengkel lain tersebut

  1 2 3 4 5 Jika iya, pertimbangan apa yang menyebabkan Anda mencoba bengkel lain tersebut? ............................................................................................................................................................

  ............................................................................................................................................................ Jika tidak, pertimbangan apa yang menyebabkan Anda tidak mencoba bengkel lain tersebut? ............................................................................................................................................................

  LAMPIRAN 2. Nama Sampel Penelitian

NO Nama Nama Perusahaan No Nama Nama Perusahaan

  8 Yesaya Arienta PT. Panca Usaha Sakti

  14 Slamet Harto Sahabat Putra

  63 Solichin Teguh Jaya

  13 H. Sarono BRJ Trimulya

  62 Ali Marga Utama

  12 A. Djunaedi PB. Glatik Kembar

  61 Bambang Purwanto CV. Kurnia Teknik

  11 Agus Winarto JK Transport

  60 Herman GT Super

  10 Agung Widodo PT. Tujuh Belas

  59 Suryanto P.O Safari

  9 Suwandi

  58 Muharom Saudara

  57 Daryanto Bengkel Hasil Mandiri

  1 Nungki Bengkel Nungki

  7 Abdul Ghofur Bengkel Sukma

  56 Edy PT. Karta Bina

  6 Sumanto PT. Ario Sakti Prima

  55 Supriyono PT. Gelora Karya Mandiri

  5 Djoemadi

  54 Solichin Mandiri

  4 Rudy Budiawan Bengkel Sedayu Diesel

  53 Henry Hianto PA. Cahaya Baru

  3 Prawoto PT. Paket Nusantara

  52 Nor Rohman Lumba-Lumba Express

  2 Tri Joko S PT. Rasita

  51 Ery Susmanto PT. Barokah Jaya

  64 Honarto H Puspa Motor

  31 Ir. Hengky Susanto PA. Langsa

  89 Abdul Rozak Samba Auto Service

  46 Sudiono Bengkel Mobil Sumber Jaya Motor

  95 Sugeng Perwito Bhakti Abadi

  45 Ari Sinar Utama

  94 Y. Usman PA. Scorta

  44 Antonius Agus Prabowo Bengkel Anton

  93 Iskan Grand Indo Timber

  43 Sugiyanto PT. Sidodadi Berlian Motors

  92 Arwanto PT. Mikro Indo Puteratama

  42 Iwan Bengkel Iwan Saputro

  91 Andhika Anggun Wibowo CV. Barokah Abadi

  41 Stefanus Dani Sutomo PT. Mitrabuana Citra Abadi

  90 Choiri P.O BRAM

  40 Tri Mulyono PT. RELA Trans

  39 Edi Tjiptono CV. Antera

  81 Hartanto P.O Efisien

  88 Robert Yuwanto Waluyo Bengkel Mobil Citras Jaya Service

  38 Johanes H Anugrah Auto Service

  87 Suniryo Bengkel Anugrah Baru

  37 Anton Raharja Bengkel Kalimas Lumas

  86 Supradi Mulyo Langgeng

  36 Widodo Santosa ASRIE Transport

  85 Anton. S Semeru-Merapi

  35 Harsi PT. Unico Utama Jaya

  84 Filiyanto PT. Arumbai

  34 Herry Susanto Herry Motors

  83 Gunawan Bkl. Audi

  33 Tarji Bkl. Surya Mandiri

  82 Sarbini Bkl. BIN

  32 Umaryadi Sumber Urip

  96 Imam RIMO Transport

  LAMPIRAN 5. Denah Lokasi Bengkel ASSA BARU DIESEL

  LAMPIRAN 6. Layout Bengkel ASSA BARU DIESEL

  LAMPIRAN 7. Gambar Peralatan

  

LAMPIRAN 8. Gambar Nozzle Tester dan Mesin Test

Bench

LAMPIRAN 9. Gambar Lokasi Bengkel ASSA BARU

  

LAMPIRAN 10. Gambar Papan Nama dan Papan Petunjuk

Jalan Bengkel ASSA BARU DIESEL

  

LAMPIRAN 12. Area Workshop, Ruang Tunggu dan

Kantor

  

LAMPIRAN 14. Gambar Sertifikat Penunjukkan Bengkel

Resmi

LAMPIRAN 4. UJI VALIDITAS DAN RELIABILITAS

A. VARIABEL PERCEIVED SERVICE

1. RELIABILITY

  Correlations

  R1 R2 R3 RELIABILITY R1 Pearson Correlation 1 ,625(**) ,327(*) ,827(**)

  Sig. (2-tailed) ,000 ,042 ,000

  N

  39

  39

  39

  39 R2 Pearson Correlation ,625(**) 1 ,429(**) ,844(**)

  Sig. (2-tailed) ,000 ,006 ,000

  N

  39

  39

  39

  39 R3 Pearson Correlation ,327(*) ,429(**) 1 ,728(**)

  Sig. (2-tailed) ,042 ,006 ,000

  N

  39

  39

  39

  39 RELIABILITY Pearson Correlation ,827(**) ,844(**) ,728(**)

  1 Sig. (2-tailed) ,000 ,000 ,000

  N

  39

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).

• Correlation is significant at the 0.05 level (2-tailed).

  Reliability Statistics

  Cronbach's

  Reliability Statistics

  Cronbach's Alpha N of Items

  ,733

  4

3. ASSURANCE

  

Correlations

  A1 A2 ASSURANCE A1 Pearson Correlation 1 ,718(**) ,934(**)

  Sig. (2-tailed) ,000 ,000

  N

  39

  39

  39 A2 Pearson Correlation ,718(**) 1 ,920(**)

  Sig. (2-tailed) ,000 ,000

  N

  39

  39

  39 ASSURANCE Pearson Correlation ,934(**) ,920(**)

  1 Sig. (2-tailed) ,000 ,000

  N

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).

  Reliability Statistics

  Cronbach's Alpha N of Items

5. TANGIBLE

  Correlations

  T1 T2 T3 T4 T5 T6 TANGIBLE T1 Pearson Correlation 1 ,701(**) ,495(**) ,544(**) ,313 ,301 ,739(**)

  Sig. (2-tailed) ,000 ,001 ,000 ,052 ,063 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T2 Pearson Correlation ,701(**) 1 ,480(**) ,404(*) ,344(*) ,448(**) ,728(**)

  Sig. (2-tailed) ,000 ,002 ,011 ,032 ,004 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T3 Pearson Correlation ,495(**) ,480(**) 1 ,731(**) ,621(**) ,468(**) ,824(**)

  Sig. (2-tailed) ,001 ,002 ,000 ,000 ,003 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T4 Pearson Correlation ,544(**) ,404(*) ,731(**) 1 ,602(**) ,495(**) ,827(**)

  Sig. (2-tailed) ,000 ,011 ,000 ,000 ,001 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T5 Pearson Correlation ,313 ,344(*) ,621(**) ,602(**) 1 ,586(**) ,749(**)

  Sig. (2-tailed) ,052 ,032 ,000 ,000 ,000 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T6 Pearson Correlation ,301 ,448(**) ,468(**) ,495(**) ,586(**) 1 ,722(**)

  Sig. (2-tailed) ,063 ,004 ,003 ,001 ,000 ,000

  N

  39

  39

  39

  39

  39

  39

  39 TANGIBLE Pearson Correlation ,739(**) ,728(**) ,824(**) ,827(**) ,749(**) ,722(**)

  1 Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000

  N

  39

  39

  39

  39

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).

• Correlation is significant at the 0.05 level (2-tailed).

  Reliability Statistics

  Cronbach's Alpha N of Items

  ,807

  3

2. RESPONSIVENESS

  Correlations

  RESPONSI RE1 RE2 RE3 RE4

  VENESS RE1 Pearson Correlation 1 ,664(**) ,660(**) ,049 ,732(**)

  Sig. (2-tailed) ,000 ,000 ,768 ,000

  N

  39

  39

  39

  39

  39 RE2 Pearson Correlation ,664(**) 1 ,557(**) ,117 ,739(**)

  Sig. (2-tailed) ,000 ,000 ,479 ,000

  N

  39

  39

  39

  39

  39 RE3 Pearson Correlation ,660(**) ,557(**) 1 ,266 ,797(**)

  Sig. (2-tailed) ,000 ,000 ,101 ,000

  N

  39

  39

  39

  39

  39 RE4 Pearson Correlation ,049 ,117 ,266 1 ,627(**)

  Sig. (2-tailed) ,768 ,479 ,101 ,000

  N

  39

  39

  39

  39

  39 RESPONSIVENESS Pearson Correlation ,732(**) ,739(**) ,797(**) ,627(**)

  1 Sig. (2-tailed) ,000 ,000 ,000 ,000

  N

  39

  39

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).

  4. EMPATHY Correlations

  E1 E2 E3 EMPHATY E1 Pearson Correlation 1 ,903(**) ,403(*) ,889(**)

  Sig. (2-tailed) ,000 ,011 ,000

  N

  39

  39

  39

  39 E2 Pearson Correlation ,903(**) 1 ,330(*) ,853(**)

  Sig. (2-tailed) ,000 ,040 ,000

  N

  39

  39

  39

  39 E3 Pearson Correlation ,403(*) ,330(*) 1 ,753(**)

  Sig. (2-tailed) ,011 ,040 ,000

  N

  39

  39

  39

  39 EMPHATY Pearson Correlation ,889(**) ,853(**) ,753(**)

  1 Sig. (2-tailed) ,000 ,000 ,000

  N

  39

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).

• Correlation is significant at the 0.05 level (2-tailed).

  Reliability Statistics

  Cronbach's Alpha N of Items

  ,748

  3

  5. TANGIBLE

Correlations

  Reliability Statistics

  Cronbach's Alpha N of Items

  ,839

  6 C. VARIABEL PERFORMACE SERVICE

  1. RELIABILITY Correlations

  R1 R2 R3 RELIABILITY R1 Pearson Correlation 1 ,603(**) ,304 ,820(**)

  Sig. (2-tailed) ,000 ,060 ,000

  N

  39

  39

  39

  39 R2 Pearson Correlation ,603(**) 1 ,280 ,782(**)

  Sig. (2-tailed) ,000 ,085 ,000

  N

  39

  39

  39

  39 R3 Pearson Correlation ,304 ,280 1 ,713(**)

  Sig. (2-tailed) ,060 ,085 ,000

  N

  39

  39

  39

  39 RELIABILITY Pearson Correlation ,820(**) ,782(**) ,713(**)

  1 Sig. (2-tailed) ,000 ,000 ,000

  N

  39

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).

  Reliability Statistics

  Reliability Statistics

  Cronbach's Alpha N of Items

  ,607

  4

3. ASSURANCE

  Correlations

  A1 A2 ASSURANCE A1 Pearson Correlation 1 ,694(**) ,937(**)

  Sig. (2-tailed) ,000 ,000

  N

  39

  39

  39 A2 Pearson Correlation ,694(**) 1 ,902(**)

  Sig. (2-tailed) ,000 ,000

  N

  39

  39

  39 ASSURANCE Pearson Correlation ,937(**) ,902(**)

  1 Sig. (2-tailed) ,000 ,000

  N

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).

  Reliability Statistics

  Cronbach's Alpha N of Items

  ,809

  2

5. TANGIBLE

  Correlations

  T1 T2 T3 T4 T5 T6 TANGIBLE T1 Pearson Correlation 1 ,469(**) ,555(**) ,555(**) ,397(*) ,385(*) ,757(**)

  Sig. (2-tailed) ,003 ,000 ,000 ,012 ,015 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T2 Pearson Correlation ,469(**) 1 ,391(*) ,472(**) ,179 ,369(*) ,622(**)

  Sig. (2-tailed) ,003 ,014 ,002 ,276 ,021 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T3 Pearson Correlation ,555(**) ,391(*) 1 ,923(**) ,510(**) ,413(**) ,842(**)

  Sig. (2-tailed) ,000 ,014 ,000 ,001 ,009 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T4 Pearson Correlation ,555(**) ,472(**) ,923(**) 1 ,453(**) ,356(*) ,826(**)

  Sig. (2-tailed) ,000 ,002 ,000 ,004 ,026 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T5 Pearson Correlation ,397(*) ,179 ,510(**) ,453(**) 1 ,340(*) ,686(**)

  Sig. (2-tailed) ,012 ,276 ,001 ,004 ,034 ,000

  N

  39

  39

  39

  39

  39

  39

  39 T6 Pearson Correlation ,385(*) ,369(*) ,413(**) ,356(*) ,340(*) 1 ,677(**)

  Sig. (2-tailed) ,015 ,021 ,009 ,026 ,034 ,000

  N

  39

  39

  39

  39

  39

  39

  39 TANGIBLE Pearson Correlation ,757(**) ,622(**) ,842(**) ,826(**) ,686(**) ,677(**)

  1 Sig. (2-tailed) ,000 ,000 ,000 ,000 ,000 ,000

  N

  39

  39

  39

  39

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).

• Correlation is significant at the 0.05 level (2-tailed).

  Reliability Statistics

  Cronbach's Alpha N of Items

  ,846

2 E. VARIABEL LOYALITAS

  Correlations

  L1 L2 L3 L4 LOYALITAS L1 Pearson Correlation 1 ,721(**) ,540(**) ,368(*) ,817(**)

  Sig. (2-tailed) ,000 ,000 ,021 ,000

  N

  39

  39

  39

  39

  39 L2 Pearson Correlation ,721(**) 1 ,635(**) ,244 ,796(**)

  Sig. (2-tailed) ,000 ,000 ,135 ,000

  N

  39

  39

  39

  39

  39 L3 Pearson Correlation ,540(**) ,635(**) 1 ,077 ,666(**)

  Sig. (2-tailed) ,000 ,000 ,639 ,000

  N

  39

  39

  39

  39

  39 L4 Pearson Correlation ,368(*) ,244 ,077 1 ,699(**)

  Sig. (2-tailed) ,021 ,135 ,639 ,000

  N

  39

  39

  39

  39

  39 LOYALITAS Pearson Correlation ,817(**) ,796(**) ,666(**) ,699(**)

  1 Sig. (2-tailed) ,000 ,000 ,000 ,000

  N

  39

  39

  39

  39

  39 ** Correlation is significant at the 0.01 level (2-tailed).