II. Identitas Responden - Pengaruh Brand Image dan Brand Trust Terhadap Loyalitas Pelanggan KFC Pada KFC Cabang Ring Road Medan
Lampiran 1. Kuesioner Penelitian
KUESIONER PENELITIAN
PENGARUH BRAND IMAGE DAN BRAND TRUST TERHADAP
LOYALITAS PELANGGAN KFC PADA KFC CABANG
RING ROAD MEDAN
No. Responden : _ _
I. Petunjuk Pengisian
Responden yang terhormat, bersama ini saya mohon kesediaan Saudara/I untuk mengisi data kuesioner yang diberikan. Informasi yang Anda berikan merupakan bantuan yang sangat berarti dalam menyelesaikan penyusunan laporan penelitian saya. Oleh karena itu kepada responden, saya sebagai peneliti mengharapkan:
1. Saudara/i menjawab setiap pernyataan dengan sejujur-jujurnya, dan perlu diketahui bahwa jawaban Anda tidak berhubungan dengan benar atau salah.
2. Pilihlah jawaban dengan memberi tanda checklist ( √) pada salah satu jawaban yang paling sesuai menurut Saudara/i.
II. Identitas Responden
Nama : Perempuan
Jenis kelamin : Laki-laki 21-30 tahun > 31 tahun
Umur : 0-20 tahun Pegawai Negeri
Pekerjaan : Mahasiswa/Pelajar Wiraswasta Lain-lain
Keterangan pengisian lembar pernyataan :
SS = Sangat Setuju (Skor 5) S
= Setuju (Skor 4)
KS = Kurang Setuju (Skor 3) TS = Tidak Setuju (Skor 2) STS = Sangat Tidak Setuju (Skor 1)
III. Pernyataan Mengenai Variabel
Brand Image (X 1 )
No. Pernyataan STS TS KS S SS
KFC adalah merek terkenal yang sangat menjamin kualitas
1. produknya dari bahan mentah sampai ke tangan konsumen Kekuatan merek KFC
2. mempengaruhi konsumen untuk membeli KFC adalah merek restaurant
3. fastfood yang pling terkenal diantara merek lain KFC memposisikan mereknya
4. sebagai juaranya dalam memasak ayam goreng
Brand Trust (X 2 )
No. Pernyataan STS TS KS S SS
Kepercayaan konsumen terhadap 1. merek KFC sangat tinggi KFC dapat diandalkan ktika lapar
2. melanda dengan layanan delivery nya KFC selalu berusaha memuaskan konsumennya melalui pelayanan
3. yang terbaik yang diberikan kepada konsumennya
Fastfood KFC memiliki reputasi 4.
yang baik dimata konsumen
Loyalitas Pelanggan (Y)
No. Pernyataan STS TS KS S SS
Saya tidak akan pindah ke 1.
restaurant fastfood lain
Saya akan merekomendasikan 2. KFC kepada orang lain Saya selalu akan setia memilih KFC 3.
sebagai restaurant favorite
Atas Perhatian dan Partisipasi Anda, Saya Ucapkan Terima Kasih.
Lampiran 2. Output Uji Validitas & Reliabilitas
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N % Cases Valid30 100.0 Excluded a .0 Total 30 100.0
a. Listwise deletion based on all variables in the procedure.
Inter-Item Correlation Matrix
Butir_1 Butir_2 Butir_3 Butir_4 Butir_5 Butir_6 Butir_7 Butir_8 Butir_9 Butir_10 Butir_11Butir_1 1.000 .461 .412 1.000 .461 .490 .412 .373 .550 .556 .563
Butir_2 .461 1.000 .368 .461 1.000 .784 .368 .680 .649 .814 .760
Butir_3 .412 .368 1.000 .412 .368 .435 1.000 .539 .270 .550 .436
Butir_4 1.000 .461 .412 1.000 .461 .490 .412 .373 .550 .556 .563
Butir_5 .461 1.000 .368 .461 1.000 .784 .368 .680 .649 .814 .760
Butir_6 .490 .784 .435 .490 .784 1.000 .435 .752 .603 .733 .735
Butir_7 .412 .368 1.000 .412 .368 .435 1.000 .539 .270 .550 .436
Butir_8 .373 .680 .539 .373 .680 .752 .539 1.000 .504 .587 .493
Butir_9 .550 .649 .270 .550 .649 .603 .270 .504 1.000 .634 .703
Butir_10 .556 .814 .550 .556 .814 .733 .550 .587 .634 1.000 .810
Butir_11 .563 .760 .436 .563 .760 .735 .436 .493 .703 .810 1.000
Item-Total Statistics
Scale Mean if Item DeletedScale Variance if Item Deleted Corrected Item- Total Correlation
Squared Multiple Correlation Cronbach's Alpha if Item
Deleted
Butir_1 42.8667 36.189 .653 . .929
Butir_2 43.2667 31.582 .852 . .919
Butir_3 42.8667 37.292 .558 . .932
Butir_4 42.8667 36.189 .653 . .929
Butir_5 43.2667 31.582 .852 . .919
Butir_6 43.1333 35.016 .819 . .923
Butir_7 42.8667 37.292 .558 . .932
Butir_8 42.9333 35.926 .694 . .927
Butir_9 43.2667 32.271 .704 . .928
Butir_10 43.1667 31.454 .869 . .918
Butir_11 43.5000 30.534 .828 . .922
Lampiran 3. Daftar Distribusi Jawaban Responden Variabel Brand Image (X 1 ) No.
4
3
4
5
3
15
22
2
3
5
14
16
23
4
4
4
1
13
24
5
4
21
4
4
4
17
3
5
4
4
16
18
1
4
4
4
13
19
5
1
4
4
14
20
4
4
1
14
3
16
5
5
2
17
30
4
4
3
5
31
29
5
5
5
3
18
32
4
4
4
4
5
17
25
3
5
4
2
3
14
26
3
4
4
14
5
27
5
2
5
2
14
28
2
5
5
15
4
Pernyataan
JLH6
3
4
14
5
4
4
4
4
16
5
3
2
5
3
15
7
4
4
5
4
17
4
4
4
16
1
2
3
4
1
5
4
3
4
2
13
4
4
4
4
16
3
2
3
4
4
8
4
3
4
16
13
4
4
3
4
15
14
4
4
4
4
16
15
4
5
4
4
17
16
5
4
4
5
4
4
17
9
3
4
4
3
14
10
4
4
4
3
15
11
3
4
4
4
15
12
16
34
58
4
5
5
17
57
5
5
5
5
20
5
56
5
5
5
20
59
5
5
5
5
20
3
16
5
1
52
4
5
4
3
16
53
4
4
5
14
2
54
5
5
5
2
17
55
5
4
5
60
5
4
19
4
4
5
1
14
66
5
4
5
5
67
16
4
4
5
5
18
68
4
4
5
5
65
4
5
4
5
20
61
5
5
4
4
18
62
4
5
5
5
18
63
2
3
5
4
14
64
3
4
15
4
3
5
18
39
5
4
5
5
19
40
4
4
5
5
18
41
3
4
5
5
17
42
4
4
5
4
4
36
4
5
3
15
35
4
4
5
5
18
5
4
4
5
5
19
37
4
4
5
5
18
38
5
17
4
5
3
18
48
4
4
5
2
15
49
5
5
5
1
16
50
4
4
5
4
17
51
3
5
5
43
18
4
4
5
5
18
44
4
4
5
5
45
47
4
5
5
5
19
46
5
5
5
5
20
18
70
4
5
4
5
5
19
20
4
3
5
16
18
21
4
3
4
4
15
22
4
3
19
5
4
4
15
5
4
5
5
19
16
5
4
5
4
18
17
4
3
4
4
15
18
5
4
4
15
5
16
3
4
5
16
28
4
3
4
5
29
27
5
4
4
5
18
30
5
4
3
5
4
15
23
4
4
3
3
4
14
24
4
3
3
14
5
25
4
3
3
5
15
26
4
3
3
18
4
4
5
5
18
3
5
4
4
5
18
4
4
4
4
5
18
5
4
3
4
4
15
4
5
4
15 Variabel Brand Trust (X
4
4
2
14
71
3
4
5
3
2 ) No. Pernyataan JLH
2
1
2
3
4
1
5
4
4
5
18
6
3
4
3
18
11
5
4
3
5
17
12
4
4
4
4
15
13
5
4
4
5
18
14
5
5
4
5
5
4
16
7
5
4
5
5
19
8
4
5
5
5
19
9
5
4
3
5
17
10
17
19
56
3
3
5
14
55
5
5
5
5
20
5
54
5
5
5
20
57
5
5
5
5
20
3
20
5
5
20
50
5
5
5
5
20
51
5
5
5
5
20
52
4
4
4
5
17
53
5
5
5
58
4
5
18
4
3
5
5
17
64
5
4
4
5
65
20
5
4
4
5
18
66
5
4
4
5
63
5
4
5
5
18
59
5
4
4
5
18
60
5
5
5
5
20
61
5
5
5
5
20
62
5
5
5
5
32
5
5
15
37
5
5
4
5
19
38
5
4
3
5
19
39
5
5
4
5
19
40
5
3
4
5
20
5
4
5
4
18
33
5
5
5
5
34
36
4
3
3
5
15
35
5
5
5
5
20
5
5
5
5
5
5
20
46
5
5
5
5
20
47
5
5
5
5
20
48
5
5
5
5
20
49
5
45
20
5
41
5
5
5
5
20
42
5
5
5
20
20
43
5
5
5
5
20
44
5
5
5
5
18
18
4
14
17
4
5
4
13
18
5
5
4
13
19
4
5
4
13
20
5
4
4
14
5
14
13
4
5
5
14
4
16
5
4
13
15
3
4
5
12
3
5
4
13
4
5
12
26
4
4
5
27
25
3
4
5
12
28
3
4
5
3
14
12
5
21
3
5
5
13
22
4
5
14
5
23
4
5
5
14
24
4
5
5
12
68
4
5
19 Variabel Loyalitas Pelanggan (Y) No.
Pernyataan JLH
1
2
3
1
5
4
5
14
2
4
5
5
14
3
5
5
5
3
4
3
4
4
15
69
4
5
71
4
16
70
5
4
5
5
19
4
5
14
12
4
5
12
9
3
4
5
10
8
4
5
5
14
11
4
5
5
3
12
14
5
4
4
5
5
14
5
4
5
14
5
6
4
5
5
14
7
3
4
12
12
54
5
5
15
53
5
5
4
14
3
52
5
5
13
55
5
5
5
15
5
15
5
5
48
5
4
5
14
49
5
5
15
5
50
5
5
5
15
51
5
5
56
5
5
14
5
5
5
15
62
4
5
5
63
14
3
4
5
12
64
4
5
5
61
5
5
5
15
57
5
5
5
15
58
5
5
5
15
59
5
4
5
14
60
4
14
5
30
3
5
13
35
4
5
5
14
36
5
3
5
13
37
5
4
5
14
38
5
34
5
14
4
5
5
14
31
4
5
5
32
14
4
5
5
14
33
4
5
5
5
5
4
5
5
15
44
5
5
4
14
45
5
5
5
15
46
5
5
5
15
47
5
43
15
5
39
5
5
5
15
40
5
5
15
15
41
5
5
5
15
42
5
5
5
14
14
69
5
4
3
71
12
5
4
3
70
14
5
5
4
14
66
5
5
4
68
14
5
5
4
67
14
5
5
4
12
Lampiran 4. Output Uji Asumsi Klasik
Regression
Variables Entered/Removed
Model Variables Entered Variables
Removed Method
1 Brand_Trust, Brand_Image a . Enter
a. All requested variables entered.
Square Adjusted R Square Std. Error of the Estimate Change Statistics
Durbin- Watson
R Square
Change
F Change df1 df2 Sig. F Change
1 .483 a .234 .211 .891 .234 10.373
2 68 .000 1.074
Model Summary
b Model R Rb. Dependent Variable: Loyalitas_Pelanggan
Coefficients
aModel Unstandardized Coefficients Standardized Coefficients t Sig.
Collinearity Statistics B Std. Error Beta Tolerance
VIF 1 (Constant) 8.516 1.159 7.346 .000 Brand_Image .139 .060 .266 2.326 .023 .863 1.158 Brand_Trust .166 .060 .318 2.779 .007 .863 1.158 a. Dependent Variable: Loyalitas_Pelanggan
ANOVA
b Model Sum of Squares df Mean Square F Sig.1 Regression 16.456 2 8.228 10.373 .000 a Residual 53.939 68 .793 Total 70.394
70
a. Predictors: (Constant), Brand_Trust, Brand_Image
b. Dependent Variable: Loyalitas_Pelanggan
a. Predictors: (Constant), Brand_Trust, Brand_Image
Coefficient Correlations
aModel Brand_Trust Brand_Image
a. Dependent Variable: Loyalitas_Pelanggan
a. Dependent Variable: Loyalitas_Pelanggan
71 Residual -2.045 1.427 .000 .878
71
71 Centered Leverage Value .001 .097 .028 .021
71 Cook's Distance .000 .083 .013 .016
71 Mahal. Distance .043 6.779 1.972 1.489
71 Stud. Deleted Residual -2.398 1.636 -.005 1.018
71 Deleted Residual -2.084 1.478 .003 .911
71 Stud. Residual -2.318 1.616 .002 1.004
71 Std. Residual -2.296 1.602 .000 .986
14.68 13.77 .489
1 Correlations Brand_Trust 1.000 -.369
Brand_Image -.369 1.000 Covariances Brand_Trust .004 -.001 Brand_Image -.001 .00412.52
71 Adjusted Predicted Value
71 Standard Error of Predicted Value .108 .297 .178 .045
71 Std. Predicted Value -2.307 1.763 .000 1.000
14.63 13.77 .485
12.66
Residuals Statistics
a Minimum Maximum Mean Std. Deviation N Predicted Value1 1 2.987 1.000 .00 .00 .00 2 .008 19.442 .05 .91 .40 3 .005 23.475 .95 .09 .60
(Constant) Brand_Image Brand_Trust
Collinearity Diagnostics
a Model Dimensi on Eigenvalue Condition Index Variance Proportionsa. Dependent Variable: Loyalitas_Pelanggan
Lampiran 5. Output Analisis Linier Berganda
Regression
Casewise Diagnostics
aCase Number Std. Residual Loyalitas_Pelang gan Predicted Value Residual
1 .293 14.00 13.7392 .26075 2 .293 14.00 13.7392 .26075 3 .762 14.00 13.3211 .67886 4 .606 14.00 13.4605 .53949 5 .853 14.00 13.2404 .75960 6 .823 14.00 13.2673 .73269 7 -2.296 12.00 14.0449 -2.04490 8 -2.296 12.00 14.0449 -2.04490 9 -1.453 12.00 13.2942 -1.29422 10 .449 14.00 13.5999 .40012 11 .636 14.00 13.4336 .56641 12 .853 14.00 13.2404 .75960 13 .449 14.00 13.5999 .40012 14 -.830 13.00 13.7392 -.73925 15 -2.296 12.00 14.0449 -2.04490 16 .449 14.00 13.5999 .40012 17 -.270 13.00 13.2404 -.24040 18 -.361 13.00 13.3211 -.32114 19 -.704 13.00 13.6268 -.62679 20 -1.579 12.00 13.4067 -1.40668 21 -.113 13.00 13.1010 -.10103 22 1.166 14.00 12.9617 1.03834 23 1.509 14.00 12.6560 1.34400 24 1.353 14.00 12.7954 1.20463 25 -1.080 12.00 12.9617 -.96166 26 .043 13.00 12.9617 .03834 27 -1.266 12.00 13.1279 -1.12794 28 -1.736 12.00 13.5461 -1.54605
29 -2.109 12.00 13.8786 -1.87862 30 .479 14.00 13.5730 .42704 31 -.207 14.00 14.1843 -.18427 32 .293 14.00 13.7392 .26075 33 .076 14.00 13.9324 .06756 34 -.113 13.00 13.1010 -.10103 35 -.394 14.00 14.3506 -.35055 36 -.739 13.00 13.6585 -.65851 37 -.207 14.00 14.1843 -.18427 38 .916 15.00 14.1843 .81573 39 .759 15.00 14.3236 .67636 40 .729 15.00 14.3506 .64945 41 .886 15.00 14.2112 .78882 42 .886 15.00 14.2112 .78882 43 .729 15.00 14.3506 .64945 44 -.394 14.00 14.3506 -.35055 45 .573 15.00 14.4899 .51008 46 .416 15.00 14.6293 .37071 47 -.394 14.00 14.3506 -.35055 48 .076 14.00 13.9324 .06756 49 1.042 15.00 14.0718 .92819 50 .886 15.00 14.2112 .78882 51 1.199 15.00 13.9324 1.06756 52 1.602 15.00 13.5730 1.42704 53 .232 14.00 13.7931 .20693 54 -.240 13.00 13.2135 -.21348 55 1.042 15.00 14.0718 .92819 56 .886 15.00 14.2112 .78882 57 .416 15.00 14.6293 .37071 58 .790 15.00 14.2967 .70327 59 -.333 14.00 14.2967 -.29673 60 -.707 14.00 14.6293 -.62929 61 .729 15.00 14.3506 .64945
62 -.394 14.00 14.3506 -.35055 63 -1.453 12.00 13.2942 -1.29422 64 .293 14.00 13.7392 .26075 65 .606 14.00 13.4605 .53949 66 -.177 14.00 14.1574 -.15736 67 -.020 14.00 14.0180 -.01799 68 .540 14.00 13.5191 .48086 69 .353 14.00 13.6854 .31458 70 -1.827 12.00 13.6268 -1.62679 71 -1.983 12.00 13.7662 -1.76616
a. Dependent Variable: Loyalitas_Pelanggan
Residuals Statistics
a Minimum Maximum Mean Std. Deviation N Predicted Value 12.6560 14.6293 13.7746 .4848571 Std. Predicted Value -2.307 1.763 .000 1.000
71 Standard Error of Predicted Value .108 .297 .178 .045
71 Adjusted Predicted Value 12.5225 14.6758 13.7716 .48903
71 Residual -2.04490 1.42704 .00000 .87781
71 Std. Residual -2.296 1.602 .000 .986
71 Stud. Residual -2.318 1.616 .002 1.004
71 Deleted Residual -2.08423 1.47755 .00308 .91118
71 Stud. Deleted Residual -2.398 1.636 -.005 1.018
71 Mahal. Distance .043 6.779 1.972 1.489
71 Cook's Distance .000 .083 .013 .016
71 Centered Leverage Value .001 .097 .028 .021
71