Pengaruh Nilai Pelanggan Terhadap Kepuasan Pelanggan Serta Dampak Kepuasan Terhadap Loyalitas Pelanggan Metro Supermarket Medan Plaza
Lampiran: 1
KUESIONER
PENGARUH NILAI PELANGGAN (Customer Value) TERHADAP
KEPUASAN SERTA DAMPAK KEPUASAN TERHADAP LOYALITAS
PELANGGAN METRO SUPERMARKET MEDAN PLAZA
No. Responden
I.
:
Identitas Responden
Nama
:
Jenis Kelamin
: a. Laki-laki b. Perempuan
Umur
:
Pekerjaan
:
II.
Petunjuk Pengisian
Terima kasih atas partisipasi Ibu/Bapak dalam mengisi kuesioner ini. Berilah
tanda (√ ) check list sesuai dengan pilihan jawaban yang ada pada kolom isian
yang tersedia.
Penelitian ini dilakukan hanya semata-mata untuk ilmu pengetahuan dan
kepentingan skripsi peneliti.
Penelitian ini dapat dilakukan berdasarkan skala berikut ini :
No.
1
2
3
4
5
Pernyataan
Sangat Setuju (SS)
Setuju (S)
Kurang Setuju (KS)
Tidak Setuju (TS)
Sangat Tidak Setuju (STS)
Skor
5
4
3
2
1
69
Universitas Sumatera Utara
III. Nilai Pelanggan
No. Pernyataan
SS S KS TS STS
1
Produk yang ditawarkan berkualitas
2
Metro Supermarket menyediakan berbagai barang
kebutuhan sehari-hari pelanggan
3
Harga yang ditawarkan relatif murah
4
Lokasi Metro Supermarket Strategis
IV. Kepuasan
No. Pernyataan
SS S KS TS STS
1
Harga yang ditawarkan sesuai harapan
2
Pelayanan Sesuai Harapan
3
Produk yang ditawarkan seuai harapan
4
Pelanggan senang
Supermarket
V.
berbelanja
di
Metro
Loyalitas
No Pernyataan
SS
1
Pelanggan
Selalu
berbelanja
di
Metro
Supermarket
2
Pelanggan
merekomendasikan
Metro
Supermarket kepada orang lain
3
Tidak beralih meski ada tawaran menarik dari
Supermarket, mini market mapun hypermart lain
4
Pelanggan Tidak bosan berbelanja terus menerus
di Metro Supermarket
S
KS TS
STS
Lampiran: 2 Tabulasi dan Reliabilitas
70
Universitas Sumatera Utara
No.
Responde
n
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
Nilai Pelanggan
Q Q Q Q
1
2
3
4
4
3
4
4
4
5
4
4
2
3
2
4
4
3
2
4
4
5
4
2
4
3
4
4
4
4
4
4
3
3
3
3
5
4
4
5
4
3
4
3
3
4
3
3
4
4
4
4
3
2
3
2
4
3
2
3
4
3
3
3
4
4
2
4
3
5
4
4
4
3
3
4
3
3
3
4
5
5
4
1
4
2
4
3
2
4
4
4
3
4
4
3
3
3
4
5
4
4
3
2
2
4
4
3
2
4
4
4
4
2
3
3
3
4
3
3
4
3
3
4
Tota
l
15
13
14
15
15
20
16
15
13
11
10
16
14
12
11
16
17
18
15
7
14
10
15
14
11
14
16
14
12
14
Q
1
Kepuasan
Q Q Q
2
3
4
4
4
2
3
4
3
4
3
3
4
3
3
5
3
3
4
3
4
3
3
4
3
4
3
3
4
3
3
4
3
4
5
3
4
5
3
5
4
4
4
4
4
5
4
4
4
4
5
4
4
4
5
4
4
4
5
4
3
4
3
4
5
3
3
4
4
4
4
4
4
4
3
4
4
3
4
3
4
4
3
3
4
4
3
4
5
4
3
4
3
5
5
3
5
5
5
5
4
4
5
4
4
5
4
4
5
4
5
4
5
4
5
5
4
5
5
5
4
5
4
Tota
l
17
19
11
15
18
15
18
15
15
17
15
14
19
15
14
17
14
18
15
15
15
17
17
14
16
19
16
13
17
13
Q
1
4
3
4
4
4
5
4
4
3
2
2
2
4
3
3
3
3
3
3
2
4
3
3
4
3
3
4
4
2
4
Loyalitas
Q Q Q
2
3
4
4
4
2
4
3
4
3
4
4
3
3
3
3
3
3
4
5
5
4
2
4
2
4
3
2
4
4
4
3
4
3
3
2
3
2
3
2
3
3
3
2
2
3
2
2
2
4
4
3
1
3
1
3
2
2
3
3
3
2
3
4
3
3
3
4
3
4
4
3
2
2
3
4
3
2
4
4
4
4
2
3
3
3
4
3
3
4
3
3
4
Tota
l
15
13
11
14
13
15
13
15
13
10
9
10
14
11
10
13
16
16
14
7
14
9
13
13
10
13
15
14
10
15
Lampiran 3: Uji Validitas dan Reliabilitas
71
Universitas Sumatera Utara
1.
Validitas dan Reliabilitas Variabel Nilai Pelanggan
Case Processing Summary
N
%
30
100.0
0
.0
30
100.0
a
Excluded
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.810
4
Item-Total Statistics
Scale Mean if
Item Deleted
VAR00001
VAR00002
VAR00003
VAR00004
2.
Scale Variance if Corrected ItemItem Deleted
Total Correlation
10.3000
10.5000
10.3667
10.5333
4.079
4.672
3.689
4.120
Cronbach's
Alpha if Item
Deleted
.663
.497
.654
.714
.744
.818
.752
.723
Validitas dan Reliabilitas Variabel Kepuasan Pelanggan
Case Processing Summary
N
%
30
Cases
a
Excluded
100.0
0
.0
30
100.0
wise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
.840
N of Items
4
Item-Total Statistics
72
Universitas Sumatera Utara
Scale Mean if
Item Deleted
VAR00001
VAR00002
VAR00003
VAR00004
Scale Variance if Corrected ItemItem Deleted
Total Correlation
12.3667
11.6667
12.0333
11.2333
2.171
2.230
2.378
2.323
.700
.684
.624
.684
Cronbach's
Alpha if Item
Deleted
.785
.792
.818
.793
1. Validitas dan Reliabilitas Variabel Loyalitas
Case Processing Summary
N
a
Excluded
%
30
100.0
0
.0
30
100.0
wise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
.772
4
Item-Total Statistics
Scale Mean if
Item Deleted
VAR00001
VAR00002
VAR00003
VAR00004
9.3000
9.1333
10.0333
9.3333
Scale Variance if Corrected ItemItem Deleted
Total Correlation
3.597
2.947
3.206
3.540
.419
.665
.673
.565
Cronbach's
Alpha if Item
Deleted
.800
.666
.667
.724
Lampiran: 4 Tabulasi Jawaban Responden
73
Universitas Sumatera Utara
No.
Responde
n
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
Nilai Pelanggan
Q Q Q Q
1
2
3
4
3
3
4
4
3
4
3
3
4
3
4
4
4
3
3
4
3
4
3
3
3
3
3
3
4
3
3
4
4
4
3
3
4
3
3
4
4
3
3
4
4
4
3
3
4
4
4
4
3
4
3
3
4
4
4
4
4
4
4
5
3
4
4
4
4
3
4
4
3
4
2
4
4
3
3
4
3
3
3
3
4
3
4
4
3
4
4
3
4
4
4
4
3
3
3
4
4
4
2
3
4
3
4
4
4
4
4
4
3
3
4
3
3
4
3
4
4
4
4
3
4
4
3
4
5
3
4
3
3
4
2
4
4
3
4
4
4
4
4
4
4
2
3
4
4
5
5
4
3
3
2
4
4
4
3
4
4
4
4
4
4
3
4
4
Tota
l
14
13
15
14
13
12
14
14
14
14
14
16
13
16
17
15
15
13
14
12
15
14
16
13
13
15
16
13
14
15
15
15
13
15
16
13
18
12
15
16
15
Q
1
4
4
5
4
4
4
4
3
4
3
4
4
4
5
4
4
4
4
4
4
5
5
4
3
3
4
4
3
4
5
4
4
4
5
4
4
4
4
4
5
4
Kepuasan
Q Q
2
3
4
4
4
4
4
4
4
4
5
3
4
4
4
4
4
4
4
4
4
4
3
5
5
4
4
4
4
5
5
5
4
5
5
4
3
5
4
3
3
5
4
4
4
4
5
4
4
5
4
4
4
5
5
4
4
4
4
5
3
5
4
5
4
5
3
4
4
5
5
5
3
5
4
5
3
5
4
5
4
5
4
5
Q
4
5
4
4
5
4
4
4
5
5
5
5
5
4
4
5
5
5
4
4
4
5
4
5
4
4
5
5
4
4
5
5
5
4
4
5
4
5
4
5
5
4
Tota
l
17
16
17
17
16
16
16
16
17
16
17
18
16
18
19
18
18
16
15
16
18
17
18
16
15
18
18
15
17
18
18
18
15
18
19
16
18
16
18
19
17
Q
1
3
3
2
3
3
2
3
2
2
3
2
2
2
1
3
2
2
2
3
2
3
2
3
2
3
2
3
3
2
2
2
3
3
3
5
3
4
4
3
5
3
Loyalitas
Q Q Q
3
3
4
4
2
2
3
2
3
4
3
3
2
2
3
3
3
3
4
2
2
3
2
2
4
2
3
2
3
3
4
3
2
3
3
3
4
2
2
3
2
3
4
2
3
3
3
2
4
2
2
2
3
3
3
2
3
3
1
4
3
3
3
4
2
3
4
2
3
5
1
3
4
2
2
3
3
2
4
2
2
3
3
2
4
2
2
4
3
4
3
2
3
4
2
2
2
3
2
3
1
2
4
2
4
3
2
2
3
3
3
3
3
3
3
2
2
3
2
2
4
3
3
3
2
2
Tota
l
11
11
12
10
12
10
10
11
10
12
11
10
10
10
11
10
10
10
11
11
12
11
12
10
11
10
11
11
13
10
10
10
9
13
12
12
13
11
10
15
10
74
Universitas Sumatera Utara
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
4
4
4
4
4
4
4
4
4
3
4
4
4
4
3
4
4
3
4
4
4
4
5
4
4
4
4
3
4
4
5
4
4
4
3
3
4
3
4
3
4
4
4
4
4
4
2
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
4
3
4
4
4
3
4
4
4
3
4
4
4
4
4
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
3
3
4
3
3
2
4
4
3
4
3
4
1
4
4
4
4
3
5
4
4
4
4
4
4
3
4
4
4
3
4
4
3
4
3
4
3
4
4
4
3
2
4
4
5
4
5
2
3
4
3
4
4
4
3
5
4
3
4
4
3
5
4
4
3
4
4
4
3
4
4
3
4
4
4
3
4
4
4
3
3
4
3
4
4
3
3
5
4
3
15
14
16
13
15
15
14
14
16
15
14
17
15
15
12
16
14
16
15
15
16
16
16
16
15
16
15
13
16
16
17
14
15
16
14
14
14
15
14
15
16
15
14
15
16
15
4
5
4
3
5
4
5
5
5
4
5
5
5
5
3
5
4
5
5
4
5
5
5
4
5
5
4
4
5
5
4
4
4
5
4
4
3
4
5
5
5
5
5
4
5
4
4
4
5
4
4
4
4
4
4
4
4
5
4
4
4
5
4
4
5
3
4
4
4
4
4
4
4
4
4
4
4
3
4
5
4
4
4
4
4
4
4
5
4
4
4
4
5
3
5
4
5
5
5
4
5
5
3
5
5
4
4
4
4
4
5
5
4
5
5
5
4
4
5
4
5
5
5
4
4
4
5
5
5
5
5
5
5
4
4
5
5
5
5
5
5
4
5
5
4
4
5
5
4
5
4
4
4
5
4
4
5
4
5
5
5
5
4
5
5
3
5
5
5
5
5
5
5
4
4
5
4
5
5
5
4
5
5
5
18
17
19
15
19
18
18
17
19
18
16
20
18
17
15
19
16
17
20
16
18
19
19
18
17
18
18
15
19
19
18
16
17
19
18
17
16
18
18
19
19
19
17
18
19
18
3
3
3
3
3
4
3
4
4
3
3
4
3
3
3
3
4
3
2
3
3
3
3
4
2
4
2
3
5
3
3
3
3
3
3
2
3
3
3
3
3
2
4
3
5
3
4
3
2
2
3
4
3
3
3
4
2
4
3
3
3
2
4
2
3
3
3
4
4
2
4
4
3
3
3
4
4
4
4
4
4
4
3
4
4
3
4
4
4
4
3
3
3
2
3
2
3
2
2
3
2
2
3
2
3
3
3
2
2
2
3
2
3
2
2
3
3
2
3
2
3
2
3
3
2
3
4
3
4
2
3
2
3
2
3
2
3
2
2
2
2
3
2
2
3
4
2
4
4
3
4
2
2
5
3
2
2
3
2
3
5
2
4
3
2
3
2
3
2
2
3
3
2
3
3
2
3
2
3
3
2
3
3
2
12
10
10
10
11
12
11
14
11
13
12
13
13
11
11
12
13
9
10
11
11
12
14
11
13
13
10
11
13
12
12
12
12
13
13
12
13
11
13
10
13
11
13
12
14
10
75
Universitas Sumatera Utara
88
89
90
91
92
93
94
95
96
97
98
99
100
4
4
4
5
4
4
3
3
4
4
4
2
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
4
4
4
4
4
3
4
3
3
4
3
2
4
4
3
4
3
3
3
3
4
2
4
2
14
15
16
16
16
15
14
13
15
15
13
14
13
4
4
4
5
5
5
5
4
5
5
4
4
3
4
4
5
4
5
4
4
5
4
4
3
4
4
4
5
5
5
4
5
5
4
5
4
4
4
4
5
5
5
5
5
5
4
5
5
5
4
4
4
17
18
19
19
19
19
18
18
19
18
15
16
15
4
4
3
3
4
4
3
3
5
2
4
2
3
4
2
5
4
3
4
3
2
3
4
2
3
3
4
2
3
4
3
2
3
2
2
3
3
2
3
3
3
3
2
3
3
3
3
3
4
3
3
3
15
11
14
13
13
13
12
10
13
13
12
10
12
76
Universitas Sumatera Utara
Lampiran 5: Deskriptif Karakteristik Responden
FREQUENCIES VARIABLES=Karakteristik_Berdasarkan_Jenis_Kelamin
Karakteristik_Berdasarkan_Usia Karakteristik_Berdasarkan_Pekerjaan
/NTILES=4
/NTILES=10
/ORDER=ANALYSIS.
Frequencies
Statistics
Karakteristik_Berd
asarkan_Jenis_Kel Karakteristik_Berd Karakteristik_Berd
amin
asarkan_Usia
asarkan_Pekerjaan
N
Valid
Missing
100
100
100
0
0
0
Frequency Table
Karakteristik_Berdasarkan_Jenis_Kelamin
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
L
33
33.0
33.0
33.0
P
67
67.0
67.0
100.0
100
100.0
100.0
Total
Karakteristik_Berdasarkan_Usia
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
> 48
11
11.0
11.0
11.0
19-24
15
15.0
15.0
26.0
25-30
6
6.0
6.0
32.0
31-36
21
21.0
21.0
53.0
37-42
33
33.0
33.0
86.0
43-48
14
14.0
14.0
100.0
Total
100
100.0
100.0
77
Universitas Sumatera Utara
Karakteristik_Berdasarkan_Pekerjaan
Frequency
Valid
IRT
Percent
Valid Percent
Cumulative
Percent
31
31.0
31.0
31.0
6
6.0
6.0
37.0
Peg. Swasta
26
26.0
26.0
63.0
PELAJAR/MAHASISWA
11
11.0
11.0
74.0
PNS/Peg. BUMN/BUMD
18
18.0
18.0
92.0
8
8.0
8.0
100
100.0
100.0
Lain-lain
Wiraswasta
Total
100.0
78
Universitas Sumatera Utara
Lampiran 6: Analisis Deskriptif Frekuensi Jawaban Responden
1.
Frekuensi Jawaban Responden Tentang Nilai Pelanggan (Customer Value)
Produk_Berkualitas
Frequency
Percent
Valid Percent
Cumulative
Percent
1
1.0
1.0
1.0
24
24.0
24.0
25.0
71
71.0
71.0
96.0
100.0
4
4.0
4.0
100
100.0
100.0
Tersedia_Berbagai_Barang_Kebutuhan_Harian
Frequency
Percent
Valid Percent
Cumulative
Percent
2
2.0
2.0
2.0
24
24.0
24.0
26.0
73
73.0
73.0
99.0
1
1.0
1.0
100.0
100
100.0
100.0
Harga_Relatif_Murah
Frequency
Percent
Valid Percent
Cumulative
Percent
1
1.0
1.0
1.0
6
6.0
6.0
7.0
36
36.0
36.0
43.0
55
55.0
55.0
98.0
2
2.0
2.0
100.0
100
100.0
100.0
Lokasi_Strategis
Frequency
Percent
Valid Percent
Cumulative
Percent
4
4.0
4.0
4.0
32
32.0
32.0
36.0
58
58.0
58.0
94.0
6
6.0
6.0
100.0
100
100.0
100.0
79
Universitas Sumatera Utara
2.
Frekuensi Jawaban Responden Tentang Kepuasan (Satisfaction)
Harga_Sesuai_Harapan
Frequency
Percent
Valid Percent
Cumulative
Percent
9
9.0
9.0
9.0
52
52.0
52.0
61.0
39
39.0
39.0
100.0
100
100.0
100.0
Pelayanan_Berkualitas
Frequency
Percent
Valid Percent
Cumulative
Percent
10
10.0
10.0
10.0
74
74.0
74.0
84.0
16
16.0
16.0
100.0
100
100.0
100.0
Produk_Sesuai_Harapan
Frequency
Percent
Valid Percent
Cumulative
Percent
4
4.0
4.0
4.0
42
42.0
42.0
46.0
54
54.0
54.0
100.0
100
100.0
100.0
Rasa_Senang
Frequency
Percent
Valid Percent
Cumulative
Percent
1
1.0
1.0
1.0
39
39.0
39.0
40.0
60
60.0
60.0
100.0
100
100.0
100.0
80
Universitas Sumatera Utara
3.
Frekuensi Jawaban Responden Tentang Loyalitas Pelanggan (Customer
Loyalty)
Selalu_Berbelanja_Di_Metro
Frequency
Percent
Valid Percent
Cumulative
Percent
1
1.0
1.0
1.0
24
24.0
24.0
25.0
55
55.0
55.0
80.0
15
15.0
15.0
95.0
5
5.0
5.0
100.0
100
100.0
100.0
Rekomendasi
Frequency
Percent
Valid Percent
Cumulative
Percent
13
13.0
13.0
13.0
42
42.0
42.0
55.0
43
43.0
43.0
98.0
2
2.0
2.0
100.0
100
100.0
100.0
Tidak_Beralih
Frequency
Percent
Valid Percent
Cumulative
Percent
3
3.0
3.0
3.0
50
50.0
50.0
53.0
43
43.0
43.0
96.0
100.0
4
4.0
4.0
100
100.0
100.0
Tidak_Bosan
Frequency
Percent
Valid Percent
Cumulative
Percent
41
41.0
41.0
41.0
48
48.0
48.0
89.0
9
9.0
9.0
98.0
2
2.0
2.0
100.0
100
100.0
100.0
81
Universitas Sumatera Utara
Lampiran 7: Koefisien Regresi
1.
Pengaruh Nilai Pelanggan Terhadap Kepuasan
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA
COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT
Kepuasan_Pelanggan
/METHOD=ENTER Nilai_Pelanggan.
Variables Entered/Removed
Variables
Entered
Model
1
b
Variables
Removed
Nilai_Pelanggan
Method
a
. Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
Regression
Coefficients
Unstandardized
Coefficients
a
Standardized
Coefficients
Model
B
1 (Constant)
5.158
.971
5.313 .000
.837
.066
.789 12.705 .000
Nilai_Pelanggan
Std. Error
Beta
Collinearity
Statistics
t
Sig. Tolerance
VIF
1.000 1.000
a. Dependent Variable: Kepuasan_Pelanggan
2.
Dampak Kepuasan Terhadap Loyalitas
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA
COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT
Loyalitas_Pelanggan
/METHOD=ENTER Kepuasan.
Regression
Variables Entered/Removed
Model
1
Variables
Entered
Kepuasan
a
b
Variables
Removed
Method
. Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas_Pelanggan
82
Universitas Sumatera Utara
Coefficients
a
Unstandardized Coefficients Standardized Coefficients
Model
B
Std. Error
Beta
Collinearity Statistics
t
Sig.
1 (Constant)
6.654
1.752
3.799 .000
Kepuasan
.279
.100
.271 2.791 .006
Tolerance
1.000
VIF
1.000
a. Dependent Variable: Loyalitas_Pelanggan
Lampiran 8: Uji Determinasi (R²)
83
Universitas Sumatera Utara
1.
Kontribusi Nilai Pelanggan Terhadap Kepuasan
Variables Entered/Removed
Model
1
Variables
Entered
b
Variables
Removed
Nilai_Pelanggan
Method
a
. Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
Model Summary
Model
1
R
R Square
.789
a
Adjusted R
Square
.622
Std. Error of the
Estimate
.618
.80653
a. Predictors: (Constant), Nilai_Pelanggan
2.
Kontribusi Kepuasan Terhadap Loyalitas
Variables Entered/Removed
Model
1
Variables
Entered
Kepuasan
b
Variables
Removed
a
Method
. Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas_Pelanggan
Model Summary
Model
1
R
.271
R Square
a
.074
Adjusted R
Square
.064
Std. Error of the
Estimate
1.30045
a. Predictors: (Constant), Kepuasan
Lampiran 9: Pengujian Hipotesis (Uji F)
84
Universitas Sumatera Utara
1.
Pengujian Hipotesis Pertama (Pengaruh Nilai Pelanggan Terhadap Kepuasan)
Variables Entered/Removed
Model
1
Variables
Entered
Nilai_Pelanggan
b
Variables
Removed
Method
a
. Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
b
ANOVA
Model
1
Sum of Squares
Regression
Residual
Total
df
Mean Square
105.002
1
105.002
63.748
98
.650
168.750
99
F
161.422
Sig.
.000
a
a. Predictors: (Constant), Nilai_Pelanggan
b. Dependent Variable: Kepuasan_Pelanggan
2.
Pengujian Hipotesis Kedua (Dampak Kepuasan Terhadap Loyalitas)
Variables Entered/Removed
Model
1
Variables
Variables
Entered
Removed
Kepuasan
a
b
Method
. Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas_Pelanggan
b
ANOVA
Model
1
Sum of Squares
Regression
df
13.174
Mean Square
1
13.174
F
7.790
Sig.
.006
a
85
Universitas Sumatera Utara
Residual
165.736
98
Total
178.910
99
1.691
a. Predictors: (Constant), Kepuasan
b. Dependent Variable: Loyalitas_Pelanggan
86
Universitas Sumatera Utara
KUESIONER
PENGARUH NILAI PELANGGAN (Customer Value) TERHADAP
KEPUASAN SERTA DAMPAK KEPUASAN TERHADAP LOYALITAS
PELANGGAN METRO SUPERMARKET MEDAN PLAZA
No. Responden
I.
:
Identitas Responden
Nama
:
Jenis Kelamin
: a. Laki-laki b. Perempuan
Umur
:
Pekerjaan
:
II.
Petunjuk Pengisian
Terima kasih atas partisipasi Ibu/Bapak dalam mengisi kuesioner ini. Berilah
tanda (√ ) check list sesuai dengan pilihan jawaban yang ada pada kolom isian
yang tersedia.
Penelitian ini dilakukan hanya semata-mata untuk ilmu pengetahuan dan
kepentingan skripsi peneliti.
Penelitian ini dapat dilakukan berdasarkan skala berikut ini :
No.
1
2
3
4
5
Pernyataan
Sangat Setuju (SS)
Setuju (S)
Kurang Setuju (KS)
Tidak Setuju (TS)
Sangat Tidak Setuju (STS)
Skor
5
4
3
2
1
69
Universitas Sumatera Utara
III. Nilai Pelanggan
No. Pernyataan
SS S KS TS STS
1
Produk yang ditawarkan berkualitas
2
Metro Supermarket menyediakan berbagai barang
kebutuhan sehari-hari pelanggan
3
Harga yang ditawarkan relatif murah
4
Lokasi Metro Supermarket Strategis
IV. Kepuasan
No. Pernyataan
SS S KS TS STS
1
Harga yang ditawarkan sesuai harapan
2
Pelayanan Sesuai Harapan
3
Produk yang ditawarkan seuai harapan
4
Pelanggan senang
Supermarket
V.
berbelanja
di
Metro
Loyalitas
No Pernyataan
SS
1
Pelanggan
Selalu
berbelanja
di
Metro
Supermarket
2
Pelanggan
merekomendasikan
Metro
Supermarket kepada orang lain
3
Tidak beralih meski ada tawaran menarik dari
Supermarket, mini market mapun hypermart lain
4
Pelanggan Tidak bosan berbelanja terus menerus
di Metro Supermarket
S
KS TS
STS
Lampiran: 2 Tabulasi dan Reliabilitas
70
Universitas Sumatera Utara
No.
Responde
n
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
Nilai Pelanggan
Q Q Q Q
1
2
3
4
4
3
4
4
4
5
4
4
2
3
2
4
4
3
2
4
4
5
4
2
4
3
4
4
4
4
4
4
3
3
3
3
5
4
4
5
4
3
4
3
3
4
3
3
4
4
4
4
3
2
3
2
4
3
2
3
4
3
3
3
4
4
2
4
3
5
4
4
4
3
3
4
3
3
3
4
5
5
4
1
4
2
4
3
2
4
4
4
3
4
4
3
3
3
4
5
4
4
3
2
2
4
4
3
2
4
4
4
4
2
3
3
3
4
3
3
4
3
3
4
Tota
l
15
13
14
15
15
20
16
15
13
11
10
16
14
12
11
16
17
18
15
7
14
10
15
14
11
14
16
14
12
14
Q
1
Kepuasan
Q Q Q
2
3
4
4
4
2
3
4
3
4
3
3
4
3
3
5
3
3
4
3
4
3
3
4
3
4
3
3
4
3
3
4
3
4
5
3
4
5
3
5
4
4
4
4
4
5
4
4
4
4
5
4
4
4
5
4
4
4
5
4
3
4
3
4
5
3
3
4
4
4
4
4
4
4
3
4
4
3
4
3
4
4
3
3
4
4
3
4
5
4
3
4
3
5
5
3
5
5
5
5
4
4
5
4
4
5
4
4
5
4
5
4
5
4
5
5
4
5
5
5
4
5
4
Tota
l
17
19
11
15
18
15
18
15
15
17
15
14
19
15
14
17
14
18
15
15
15
17
17
14
16
19
16
13
17
13
Q
1
4
3
4
4
4
5
4
4
3
2
2
2
4
3
3
3
3
3
3
2
4
3
3
4
3
3
4
4
2
4
Loyalitas
Q Q Q
2
3
4
4
4
2
4
3
4
3
4
4
3
3
3
3
3
3
4
5
5
4
2
4
2
4
3
2
4
4
4
3
4
3
3
2
3
2
3
2
3
3
3
2
2
3
2
2
2
4
4
3
1
3
1
3
2
2
3
3
3
2
3
4
3
3
3
4
3
4
4
3
2
2
3
4
3
2
4
4
4
4
2
3
3
3
4
3
3
4
3
3
4
Tota
l
15
13
11
14
13
15
13
15
13
10
9
10
14
11
10
13
16
16
14
7
14
9
13
13
10
13
15
14
10
15
Lampiran 3: Uji Validitas dan Reliabilitas
71
Universitas Sumatera Utara
1.
Validitas dan Reliabilitas Variabel Nilai Pelanggan
Case Processing Summary
N
%
30
100.0
0
.0
30
100.0
a
Excluded
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha
N of Items
.810
4
Item-Total Statistics
Scale Mean if
Item Deleted
VAR00001
VAR00002
VAR00003
VAR00004
2.
Scale Variance if Corrected ItemItem Deleted
Total Correlation
10.3000
10.5000
10.3667
10.5333
4.079
4.672
3.689
4.120
Cronbach's
Alpha if Item
Deleted
.663
.497
.654
.714
.744
.818
.752
.723
Validitas dan Reliabilitas Variabel Kepuasan Pelanggan
Case Processing Summary
N
%
30
Cases
a
Excluded
100.0
0
.0
30
100.0
wise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
.840
N of Items
4
Item-Total Statistics
72
Universitas Sumatera Utara
Scale Mean if
Item Deleted
VAR00001
VAR00002
VAR00003
VAR00004
Scale Variance if Corrected ItemItem Deleted
Total Correlation
12.3667
11.6667
12.0333
11.2333
2.171
2.230
2.378
2.323
.700
.684
.624
.684
Cronbach's
Alpha if Item
Deleted
.785
.792
.818
.793
1. Validitas dan Reliabilitas Variabel Loyalitas
Case Processing Summary
N
a
Excluded
%
30
100.0
0
.0
30
100.0
wise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha
N of Items
.772
4
Item-Total Statistics
Scale Mean if
Item Deleted
VAR00001
VAR00002
VAR00003
VAR00004
9.3000
9.1333
10.0333
9.3333
Scale Variance if Corrected ItemItem Deleted
Total Correlation
3.597
2.947
3.206
3.540
.419
.665
.673
.565
Cronbach's
Alpha if Item
Deleted
.800
.666
.667
.724
Lampiran: 4 Tabulasi Jawaban Responden
73
Universitas Sumatera Utara
No.
Responde
n
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
Nilai Pelanggan
Q Q Q Q
1
2
3
4
3
3
4
4
3
4
3
3
4
3
4
4
4
3
3
4
3
4
3
3
3
3
3
3
4
3
3
4
4
4
3
3
4
3
3
4
4
3
3
4
4
4
3
3
4
4
4
4
3
4
3
3
4
4
4
4
4
4
4
5
3
4
4
4
4
3
4
4
3
4
2
4
4
3
3
4
3
3
3
3
4
3
4
4
3
4
4
3
4
4
4
4
3
3
3
4
4
4
2
3
4
3
4
4
4
4
4
4
3
3
4
3
3
4
3
4
4
4
4
3
4
4
3
4
5
3
4
3
3
4
2
4
4
3
4
4
4
4
4
4
4
2
3
4
4
5
5
4
3
3
2
4
4
4
3
4
4
4
4
4
4
3
4
4
Tota
l
14
13
15
14
13
12
14
14
14
14
14
16
13
16
17
15
15
13
14
12
15
14
16
13
13
15
16
13
14
15
15
15
13
15
16
13
18
12
15
16
15
Q
1
4
4
5
4
4
4
4
3
4
3
4
4
4
5
4
4
4
4
4
4
5
5
4
3
3
4
4
3
4
5
4
4
4
5
4
4
4
4
4
5
4
Kepuasan
Q Q
2
3
4
4
4
4
4
4
4
4
5
3
4
4
4
4
4
4
4
4
4
4
3
5
5
4
4
4
4
5
5
5
4
5
5
4
3
5
4
3
3
5
4
4
4
4
5
4
4
5
4
4
4
5
5
4
4
4
4
5
3
5
4
5
4
5
3
4
4
5
5
5
3
5
4
5
3
5
4
5
4
5
4
5
Q
4
5
4
4
5
4
4
4
5
5
5
5
5
4
4
5
5
5
4
4
4
5
4
5
4
4
5
5
4
4
5
5
5
4
4
5
4
5
4
5
5
4
Tota
l
17
16
17
17
16
16
16
16
17
16
17
18
16
18
19
18
18
16
15
16
18
17
18
16
15
18
18
15
17
18
18
18
15
18
19
16
18
16
18
19
17
Q
1
3
3
2
3
3
2
3
2
2
3
2
2
2
1
3
2
2
2
3
2
3
2
3
2
3
2
3
3
2
2
2
3
3
3
5
3
4
4
3
5
3
Loyalitas
Q Q Q
3
3
4
4
2
2
3
2
3
4
3
3
2
2
3
3
3
3
4
2
2
3
2
2
4
2
3
2
3
3
4
3
2
3
3
3
4
2
2
3
2
3
4
2
3
3
3
2
4
2
2
2
3
3
3
2
3
3
1
4
3
3
3
4
2
3
4
2
3
5
1
3
4
2
2
3
3
2
4
2
2
3
3
2
4
2
2
4
3
4
3
2
3
4
2
2
2
3
2
3
1
2
4
2
4
3
2
2
3
3
3
3
3
3
3
2
2
3
2
2
4
3
3
3
2
2
Tota
l
11
11
12
10
12
10
10
11
10
12
11
10
10
10
11
10
10
10
11
11
12
11
12
10
11
10
11
11
13
10
10
10
9
13
12
12
13
11
10
15
10
74
Universitas Sumatera Utara
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
4
4
4
4
4
4
4
4
4
3
4
4
4
4
3
4
4
3
4
4
4
4
5
4
4
4
4
3
4
4
5
4
4
4
3
3
4
3
4
3
4
4
4
4
4
4
2
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
4
3
4
4
4
3
4
4
4
3
4
4
4
4
4
3
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
3
3
4
3
3
2
4
4
3
4
3
4
1
4
4
4
4
3
5
4
4
4
4
4
4
3
4
4
4
3
4
4
3
4
3
4
3
4
4
4
3
2
4
4
5
4
5
2
3
4
3
4
4
4
3
5
4
3
4
4
3
5
4
4
3
4
4
4
3
4
4
3
4
4
4
3
4
4
4
3
3
4
3
4
4
3
3
5
4
3
15
14
16
13
15
15
14
14
16
15
14
17
15
15
12
16
14
16
15
15
16
16
16
16
15
16
15
13
16
16
17
14
15
16
14
14
14
15
14
15
16
15
14
15
16
15
4
5
4
3
5
4
5
5
5
4
5
5
5
5
3
5
4
5
5
4
5
5
5
4
5
5
4
4
5
5
4
4
4
5
4
4
3
4
5
5
5
5
5
4
5
4
4
4
5
4
4
4
4
4
4
4
4
5
4
4
4
5
4
4
5
3
4
4
4
4
4
4
4
4
4
4
4
3
4
5
4
4
4
4
4
4
4
5
4
4
4
4
5
3
5
4
5
5
5
4
5
5
3
5
5
4
4
4
4
4
5
5
4
5
5
5
4
4
5
4
5
5
5
4
4
4
5
5
5
5
5
5
5
4
4
5
5
5
5
5
5
4
5
5
4
4
5
5
4
5
4
4
4
5
4
4
5
4
5
5
5
5
4
5
5
3
5
5
5
5
5
5
5
4
4
5
4
5
5
5
4
5
5
5
18
17
19
15
19
18
18
17
19
18
16
20
18
17
15
19
16
17
20
16
18
19
19
18
17
18
18
15
19
19
18
16
17
19
18
17
16
18
18
19
19
19
17
18
19
18
3
3
3
3
3
4
3
4
4
3
3
4
3
3
3
3
4
3
2
3
3
3
3
4
2
4
2
3
5
3
3
3
3
3
3
2
3
3
3
3
3
2
4
3
5
3
4
3
2
2
3
4
3
3
3
4
2
4
3
3
3
2
4
2
3
3
3
4
4
2
4
4
3
3
3
4
4
4
4
4
4
4
3
4
4
3
4
4
4
4
3
3
3
2
3
2
3
2
2
3
2
2
3
2
3
3
3
2
2
2
3
2
3
2
2
3
3
2
3
2
3
2
3
3
2
3
4
3
4
2
3
2
3
2
3
2
3
2
2
2
2
3
2
2
3
4
2
4
4
3
4
2
2
5
3
2
2
3
2
3
5
2
4
3
2
3
2
3
2
2
3
3
2
3
3
2
3
2
3
3
2
3
3
2
12
10
10
10
11
12
11
14
11
13
12
13
13
11
11
12
13
9
10
11
11
12
14
11
13
13
10
11
13
12
12
12
12
13
13
12
13
11
13
10
13
11
13
12
14
10
75
Universitas Sumatera Utara
88
89
90
91
92
93
94
95
96
97
98
99
100
4
4
4
5
4
4
3
3
4
4
4
2
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
3
4
4
4
4
4
3
4
3
3
4
3
2
4
4
3
4
3
3
3
3
4
2
4
2
14
15
16
16
16
15
14
13
15
15
13
14
13
4
4
4
5
5
5
5
4
5
5
4
4
3
4
4
5
4
5
4
4
5
4
4
3
4
4
4
5
5
5
4
5
5
4
5
4
4
4
4
5
5
5
5
5
5
4
5
5
5
4
4
4
17
18
19
19
19
19
18
18
19
18
15
16
15
4
4
3
3
4
4
3
3
5
2
4
2
3
4
2
5
4
3
4
3
2
3
4
2
3
3
4
2
3
4
3
2
3
2
2
3
3
2
3
3
3
3
2
3
3
3
3
3
4
3
3
3
15
11
14
13
13
13
12
10
13
13
12
10
12
76
Universitas Sumatera Utara
Lampiran 5: Deskriptif Karakteristik Responden
FREQUENCIES VARIABLES=Karakteristik_Berdasarkan_Jenis_Kelamin
Karakteristik_Berdasarkan_Usia Karakteristik_Berdasarkan_Pekerjaan
/NTILES=4
/NTILES=10
/ORDER=ANALYSIS.
Frequencies
Statistics
Karakteristik_Berd
asarkan_Jenis_Kel Karakteristik_Berd Karakteristik_Berd
amin
asarkan_Usia
asarkan_Pekerjaan
N
Valid
Missing
100
100
100
0
0
0
Frequency Table
Karakteristik_Berdasarkan_Jenis_Kelamin
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
L
33
33.0
33.0
33.0
P
67
67.0
67.0
100.0
100
100.0
100.0
Total
Karakteristik_Berdasarkan_Usia
Frequency
Valid
Percent
Valid Percent
Cumulative
Percent
> 48
11
11.0
11.0
11.0
19-24
15
15.0
15.0
26.0
25-30
6
6.0
6.0
32.0
31-36
21
21.0
21.0
53.0
37-42
33
33.0
33.0
86.0
43-48
14
14.0
14.0
100.0
Total
100
100.0
100.0
77
Universitas Sumatera Utara
Karakteristik_Berdasarkan_Pekerjaan
Frequency
Valid
IRT
Percent
Valid Percent
Cumulative
Percent
31
31.0
31.0
31.0
6
6.0
6.0
37.0
Peg. Swasta
26
26.0
26.0
63.0
PELAJAR/MAHASISWA
11
11.0
11.0
74.0
PNS/Peg. BUMN/BUMD
18
18.0
18.0
92.0
8
8.0
8.0
100
100.0
100.0
Lain-lain
Wiraswasta
Total
100.0
78
Universitas Sumatera Utara
Lampiran 6: Analisis Deskriptif Frekuensi Jawaban Responden
1.
Frekuensi Jawaban Responden Tentang Nilai Pelanggan (Customer Value)
Produk_Berkualitas
Frequency
Percent
Valid Percent
Cumulative
Percent
1
1.0
1.0
1.0
24
24.0
24.0
25.0
71
71.0
71.0
96.0
100.0
4
4.0
4.0
100
100.0
100.0
Tersedia_Berbagai_Barang_Kebutuhan_Harian
Frequency
Percent
Valid Percent
Cumulative
Percent
2
2.0
2.0
2.0
24
24.0
24.0
26.0
73
73.0
73.0
99.0
1
1.0
1.0
100.0
100
100.0
100.0
Harga_Relatif_Murah
Frequency
Percent
Valid Percent
Cumulative
Percent
1
1.0
1.0
1.0
6
6.0
6.0
7.0
36
36.0
36.0
43.0
55
55.0
55.0
98.0
2
2.0
2.0
100.0
100
100.0
100.0
Lokasi_Strategis
Frequency
Percent
Valid Percent
Cumulative
Percent
4
4.0
4.0
4.0
32
32.0
32.0
36.0
58
58.0
58.0
94.0
6
6.0
6.0
100.0
100
100.0
100.0
79
Universitas Sumatera Utara
2.
Frekuensi Jawaban Responden Tentang Kepuasan (Satisfaction)
Harga_Sesuai_Harapan
Frequency
Percent
Valid Percent
Cumulative
Percent
9
9.0
9.0
9.0
52
52.0
52.0
61.0
39
39.0
39.0
100.0
100
100.0
100.0
Pelayanan_Berkualitas
Frequency
Percent
Valid Percent
Cumulative
Percent
10
10.0
10.0
10.0
74
74.0
74.0
84.0
16
16.0
16.0
100.0
100
100.0
100.0
Produk_Sesuai_Harapan
Frequency
Percent
Valid Percent
Cumulative
Percent
4
4.0
4.0
4.0
42
42.0
42.0
46.0
54
54.0
54.0
100.0
100
100.0
100.0
Rasa_Senang
Frequency
Percent
Valid Percent
Cumulative
Percent
1
1.0
1.0
1.0
39
39.0
39.0
40.0
60
60.0
60.0
100.0
100
100.0
100.0
80
Universitas Sumatera Utara
3.
Frekuensi Jawaban Responden Tentang Loyalitas Pelanggan (Customer
Loyalty)
Selalu_Berbelanja_Di_Metro
Frequency
Percent
Valid Percent
Cumulative
Percent
1
1.0
1.0
1.0
24
24.0
24.0
25.0
55
55.0
55.0
80.0
15
15.0
15.0
95.0
5
5.0
5.0
100.0
100
100.0
100.0
Rekomendasi
Frequency
Percent
Valid Percent
Cumulative
Percent
13
13.0
13.0
13.0
42
42.0
42.0
55.0
43
43.0
43.0
98.0
2
2.0
2.0
100.0
100
100.0
100.0
Tidak_Beralih
Frequency
Percent
Valid Percent
Cumulative
Percent
3
3.0
3.0
3.0
50
50.0
50.0
53.0
43
43.0
43.0
96.0
100.0
4
4.0
4.0
100
100.0
100.0
Tidak_Bosan
Frequency
Percent
Valid Percent
Cumulative
Percent
41
41.0
41.0
41.0
48
48.0
48.0
89.0
9
9.0
9.0
98.0
2
2.0
2.0
100.0
100
100.0
100.0
81
Universitas Sumatera Utara
Lampiran 7: Koefisien Regresi
1.
Pengaruh Nilai Pelanggan Terhadap Kepuasan
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA
COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT
Kepuasan_Pelanggan
/METHOD=ENTER Nilai_Pelanggan.
Variables Entered/Removed
Variables
Entered
Model
1
b
Variables
Removed
Nilai_Pelanggan
Method
a
. Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
Regression
Coefficients
Unstandardized
Coefficients
a
Standardized
Coefficients
Model
B
1 (Constant)
5.158
.971
5.313 .000
.837
.066
.789 12.705 .000
Nilai_Pelanggan
Std. Error
Beta
Collinearity
Statistics
t
Sig. Tolerance
VIF
1.000 1.000
a. Dependent Variable: Kepuasan_Pelanggan
2.
Dampak Kepuasan Terhadap Loyalitas
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA
COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT
Loyalitas_Pelanggan
/METHOD=ENTER Kepuasan.
Regression
Variables Entered/Removed
Model
1
Variables
Entered
Kepuasan
a
b
Variables
Removed
Method
. Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas_Pelanggan
82
Universitas Sumatera Utara
Coefficients
a
Unstandardized Coefficients Standardized Coefficients
Model
B
Std. Error
Beta
Collinearity Statistics
t
Sig.
1 (Constant)
6.654
1.752
3.799 .000
Kepuasan
.279
.100
.271 2.791 .006
Tolerance
1.000
VIF
1.000
a. Dependent Variable: Loyalitas_Pelanggan
Lampiran 8: Uji Determinasi (R²)
83
Universitas Sumatera Utara
1.
Kontribusi Nilai Pelanggan Terhadap Kepuasan
Variables Entered/Removed
Model
1
Variables
Entered
b
Variables
Removed
Nilai_Pelanggan
Method
a
. Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
Model Summary
Model
1
R
R Square
.789
a
Adjusted R
Square
.622
Std. Error of the
Estimate
.618
.80653
a. Predictors: (Constant), Nilai_Pelanggan
2.
Kontribusi Kepuasan Terhadap Loyalitas
Variables Entered/Removed
Model
1
Variables
Entered
Kepuasan
b
Variables
Removed
a
Method
. Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas_Pelanggan
Model Summary
Model
1
R
.271
R Square
a
.074
Adjusted R
Square
.064
Std. Error of the
Estimate
1.30045
a. Predictors: (Constant), Kepuasan
Lampiran 9: Pengujian Hipotesis (Uji F)
84
Universitas Sumatera Utara
1.
Pengujian Hipotesis Pertama (Pengaruh Nilai Pelanggan Terhadap Kepuasan)
Variables Entered/Removed
Model
1
Variables
Entered
Nilai_Pelanggan
b
Variables
Removed
Method
a
. Enter
a. All requested variables entered.
b. Dependent Variable: Kepuasan_Pelanggan
b
ANOVA
Model
1
Sum of Squares
Regression
Residual
Total
df
Mean Square
105.002
1
105.002
63.748
98
.650
168.750
99
F
161.422
Sig.
.000
a
a. Predictors: (Constant), Nilai_Pelanggan
b. Dependent Variable: Kepuasan_Pelanggan
2.
Pengujian Hipotesis Kedua (Dampak Kepuasan Terhadap Loyalitas)
Variables Entered/Removed
Model
1
Variables
Variables
Entered
Removed
Kepuasan
a
b
Method
. Enter
a. All requested variables entered.
b. Dependent Variable: Loyalitas_Pelanggan
b
ANOVA
Model
1
Sum of Squares
Regression
df
13.174
Mean Square
1
13.174
F
7.790
Sig.
.006
a
85
Universitas Sumatera Utara
Residual
165.736
98
Total
178.910
99
1.691
a. Predictors: (Constant), Kepuasan
b. Dependent Variable: Loyalitas_Pelanggan
86
Universitas Sumatera Utara