Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan PT Kebayoran Pharma Cabang Medan
Lampiran 1. Kuesioner Penelitian
KUESIONER PENELITIAN
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN
LOYALITAS PELANGGAN PT. KEBAYIRAN FHARMA CABANG
MEDAN
Petunjuk : 1. Mohon memberikan jawaban dengan kondisi yang sebenarnya.
2. Berikan tanda ( √) untuk pilihan jawaban yang tersedia yang menurut Bapak / Ibu paling sesuai.
3. Jawaban kuesioner ini hanya untuk tujuan penelitian dan tidak akan dipublikasikan.
Identitas Responden :
Inisial : Umur : Jenis Kelamin : Pendidikan : Pelanggan : Jawablah pertanyaan di bawah ini sesuai dengan pendapat/persepsi/ pemahaman Bapak/Ibu dengan memilih kriteria sebagai berikut:
1. SS = Sangat Setuju
2. S = Setuju
3. CS = Cukup setuju
4. TS = Tidak Setuju
5. STS= Sangat Tidak Setuju
Kualitas Layanan No Pernyataan Jawaban SS S CS TS STS Kehandalan
1 Barang yang diterima dari distributor selalu tepat waktu
2 Distributor bersedia menjelaskan kegunaan obat-obatan dengan akurat
3 Distributor memberikan informasi yang akurat mengenai ketersediaan obat-obatan yang dipesan pelanggan
Ketanggapan
4 Distributor memahami apa yang diinginkan pelanggan
5 Distributor memberikan layanan dengan cepat apabila ada keluhan dari pelanggan
6 Distributor memberikan informasi yang jelas terhadap produk baru
7 Distributor bersedia meluangkan waktu terhadap keluhan pelanggan mengenai obat yang diperjual belikan
Jaminan
8 Produk yang dijual kepada pelanggan memiliki kualitas yang baik
9 Obat-obatan yang dijual aman untuk digunakan sesuai dengan izin BPOM
10 Terdapat jaminan keamanan terhadap obat- obatan yang dibeli
Empaty
11 Barang yang diterima dari distributor dengan kondisi cacat maupun sudah expire date dapat segera diganti
No Pernyataan Jawaban SS S CS TS STS
12 Distributor memberikan informasi terhadap produk yang kosong
13 Distributor cepat merespon keluhan pelanggan mengenai kualitas obat
Berwujud
14 Karyawan berpakaian rapi dengan memakai seragam Perusahaan yang telah ditentukan
15 Distributor menyiapkan ruang tunggu yang nyaman jika konsumen berkunjung keperusahaan
16 Distributor menyiapkan ruang parkir yang memadai bagi pelanggan yang datang
17 Armada yang dimiliki distributor dalam menyalurkan obat-obatan secara cepat dan tepat
Kepuasan
18 Barang yang ditawarkan distributor memiliki kualitas yang baik
19 Barang yang dibeli dari distributor selalu terkirim tepat pada waktunya
20 Distributor bersedia mengirim obat-obatan sebelum waktunya apabila pelanggan memberikan informasi terhadap kekosongan barang
21 Barang yang dijual distributor memiliki harga yang terjangkau
22 Distributor selalu memberikan potongan harga pada pelanggan sesuai dengan yang disepakati
Loyalitas
23 Pelanggan melakukan pembelian ulang setelah obat yang dibeli habis terjual
24 Pelanggan selalu membeli produk dari PT Kebayoran Pharma walaupun produk sejenis ada dijual pada perusahaan lain
No Pernyataan
Jawaban SS S CS TS STS
25 Pelanggan memiliki hubungan secara phisikologis terhadap kinerja distributor yang baik
26 Pelanggan bersedia mempromosikan produk PT Kebayoran Fharma terhadap orang lain
27 Pelanggan lebih menyukai menjual Produk PT Kebayoran Fharma dibandingkan produk lain
28 Selama ini distributor selalu menjalin hubungan yang baik dengan pelanggan
LAMPIRAN 2. HASIL VALIDITAS DAN RELIABILITAS Scale: ALL VARIABLES Case Processing Summary
N % Cases Valid a 30 100.0
Excluded .0 Total 30 100.0 a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .848
3 Item Statistics Mean Std. Deviation N
Kehandalan-1 3.23 .935
30 Kehandalan-2 3.20 1.031
30 Kehandalan-3 3.50 .938
30 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Cronbach's Alpha if
Deleted Deleted Correlation Item Deleted Kehandalan-1 6.70 3.045 .784 .725 Kehandalan-2 6.73 2.961 .692 .815 Kehandalan-3 6.43 3.289 .679 .822
Scale Statistics
Mean Variance Std. Deviation N of Items
Scale: ALL VARIABLES Case Processing Summary
N % Cases Valid a 30 100.0
Excluded .0 Total 30 100.0 a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .881
4 Item Statistics Mean Std. Deviation N
Ketanggapan-1 3.40 .932
30 Ketanggapan-2 3.23 1.006
30 Ketanggapan-3 3.17 .986
30 Ketanggapan-4 3.27 1.081
30 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Cronbach's Alpha if
Deleted Deleted Correlation Item Deleted Ketanggapan-1 9.67 7.402 .707 .861 Ketanggapan-2 9.83 6.626 .814 .819 Ketanggapan-3 9.90 7.266 .681 .870 Ketanggapan-4 9.80 6.441 .774 .836
Scale Statistics
Mean Variance Std. Deviation N of Items 13.07 11.857 3.443
4
Scale: ALL VARIABLES Case Processing Summary
N % Cases Valid a 30 100.0
Excluded .0 Total 30 100.0 a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .821
3 Item Statistics Mean Std. Deviation N
Jaminan-1 3.93 .868
30 Jaminan-2 4.17 .592
30 Jaminan-3 4.13 .776
30 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Cronbach's Alpha if
Deleted Deleted Correlation Item Deleted Jaminan-1 8.30 1.597 .647 .806 Jaminan-2 8.07 1.995 .852 .641 Jaminan-3 8.10 1.886 .602 .829
Scale Statistics
Mean Variance Std. Deviation N of Items 12.23 3.771 1.942
3
Scale: ALL VARIABLES Case Processing Summary
N % Cases Valid a 30 100.0
Excluded .0 Total 30 100.0 a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .817
3 Item Statistics Mean Std. Deviation N
Empati-1 3.93 .907
30 Empati-2 3.33 .959
30 Empati-3 3.20 .925
30 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Cronbach's Alpha if
Deleted Deleted Correlation Item Deleted Empati-1 6.53 3.016 .592 .823 Empati-2 7.13 2.740 .644 .775 Empati-3 7.27 2.547 .780 .632
Scale Statistics
Mean Variance Std. Deviation N of Items 10.47 5.706 2.389
3
Scale: ALL VARIABLES Case Processing Summary
N % Cases Valid a 30 100.0
Excluded .0 Total 30 100.0 a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .877
4 Item Statistics Mean Std. Deviation N
Berwujud-1 3.73 1.048
30 Berwujud-2 3.60 .814
30 Berwujud-3 3.63 .765
30 Berwujud-4 3.57 .858
30 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Cronbach's Alpha if
Deleted Deleted Correlation Item Deleted Berwujud-1 10.80 4.786 .683 .878 Berwujud-2 10.93 5.237 .837 .807 Berwujud-3 10.90 5.403 .851 .807 Berwujud-4 10.97 5.689 .633 .881
Scale Statistics
Mean Variance Std. Deviation N of Items 14.53 9.016 3.003
4
Scale: ALL VARIABLES Case Processing Summary
N % Cases Valid a 30 100.0
Excluded .0 Total 30 100.0 a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .784
5 Item Statistics Mean Std. Deviation N
Kepuasan-1 3.83 .531
30 Kepuasan-2 3.17 .986
30 Kepuasan-3 3.30 1.022
30 Kepuasan-4 3.73 .640
30 Kepuasan-5 3.73 .868
30 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Cronbach's Alpha if
Deleted Deleted Correlation Item Deleted Kepuasan-1 13.93 7.099 .675 .736 Kepuasan-2 14.60 5.007 .751 .670 Kepuasan-3 14.47 5.637 .537 .762 Kepuasan-4 14.03 7.344 .443 .779 Kepuasan-5 14.03 6.240 .529 .755
Scale Statistics
Mean Variance Std. Deviation N of Items 17.77 9.289 3.048
5
Scale: ALL VARIABLES Case Processing Summary
N % Cases Valid a 30 100.0
Excluded .0 Total 30 100.0 a. Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's Alpha N of Items .841
6 Item Statistics Mean Std. Deviation N
Loyalitas-1 3.90 .607
30 Loyalitas-2 3.33 .884
30 Loyalitas-3 3.37 .765
30 Loyalitas-4 3.33 .802
30 Loyalitas-5 3.03 .765
30 Loyalitas-6 3.80 .761
30 Item-Total Statistics Scale Mean if Item Scale Variance if Item Corrected Item-Total Cronbach's Alpha if
Deleted Deleted Correlation Item Deleted Loyalitas-1 16.87 10.120 .450 .858 Loyalitas-2 17.43 7.978 .617 .817 Loyalitas-3 17.40 8.248 .684 .802 Loyalitas-4 17.43 7.978 .710 .796 Loyalitas-5 17.73 8.202 .697 .799 Loyalitas-6 16.97 8.378 .654 .808
Scale Statistics
Mean Variance Std. Deviation N of Items
LAMPIRAN 3. HASIL ANALISIS DESKRIPTIF Frequency Table Jenis Kelamin
Frequency Percent Valid Percent Cumulative Percent Valid Pria
41
32.0
32.0
32.0 Wanita
87
68.0 68.0 100.0 Total 128 100.0 100.0
Kehandalan-1
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
21
16.4
16.4
16.4 Cukup Setuju
32
25.0
25.0
41.4 Setuju
52
40.6
40.6
82.0 Sangat Setuju
23
18.0 18.0 100.0 Total 128 100.0 100.0
Kehandalan-2
Frequency Percent Valid Percent Cumulative Percent Valid Sangat Tidak Setuju
3
2.3
2.3
2.3 Tidak Setuju
33
25.8
25.8
28.1 Cukup Setuju
19
14.8
14.8
43.0 Setuju
67
52.3
52.3
95.3 Sangat Setuju
6
4.7 4.7 100.0 Total 128 100.0 100.0
Kehandalan-3
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
17
13.3
13.3
13.3 Cukup Setuju
33
25.8
25.8
39.1 Setuju
65
50.8
50.8
89.8 Sangat Setuju
13
10.2 10.2 100.0 Total 128 100.0 100.0
Ketanggapan-1
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
17
13.3
13.3
13.3 Cukup Setuju
38
29.7
29.7
43.0 Setuju
55
43.0
43.0
85.9 Sangat Setuju
18
14.1 14.1 100.0 Total 128 100.0 100.0
Ketanggapan-2
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
24
18.8
18.8
18.8 Cukup Setuju
33
25.8
25.8
44.5 Setuju
45
35.2
35.2
79.7 Sangat Setuju
26
20.3 20.3 100.0 Total 128 100.0 100.0
Ketanggapan-3
Frequency Percent Valid Percent Cumulative Percent Valid Sangat Tidak Setuju
3
2.3
2.3
2.3 Tidak Setuju
19
14.8
14.8
17.2 Cukup Setuju
37
28.9
28.9
46.1 Setuju
54
42.2
42.2
88.3 Sangat Setuju
15
11.7 11.7 100.0 Total 128 100.0 100.0
Ketanggapan-4
Frequency Percent Valid Percent Cumulative Percent Valid Sangat Tidak Setuju
3
2.3
2.3
2.3 Tidak Setuju
21
16.4
16.4
18.8 Cukup Setuju
33
25.8
25.8
44.5 Setuju
54
42.2
42.2
86.7 Sangat Setuju
17
13.3 13.3 100.0 Total 128 100.0 100.0
Jaminan-1
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
4
3.1
3.1
3.1 Cukup Setuju
23
18.0
18.0
21.1 Setuju
65
50.8
50.8
71.9 Sangat Setuju
36
28.1 28.1 100.0 Total 128 100.0 100.0
Jaminan-2
Frequency Percent Valid Percent Cumulative Percent Valid Cukup Setuju
12
9.4
9.4
9.4 Setuju
77
60.2
60.2
69.5 Sangat Setuju
39
30.5 30.5 100.0 Total 128 100.0 100.0
Jaminan-3
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
4
3.1
3.1
3.1 Cukup Setuju
19
14.8
14.8
18.0 Setuju
64
50.0
50.0
68.0 Sangat Setuju
41
32.0 32.0 100.0 Total 128 100.0 100.0
Empati-1
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
7
5.5
5.5
5.5 Cukup Setuju
31
24.2
24.2
29.7 Setuju
53
41.4
41.4
71.1 Sangat Setuju
37
28.9 28.9 100.0 Total 128 100.0 100.0
Empati-2
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
23
18.0
18.0
18.0 Cukup Setuju
37
28.9
28.9
46.9 Setuju
46
35.9
35.9
82.8 Sangat Setuju
22
17.2 17.2 100.0 Total 128 100.0 100.0
Empati-3
Frequency Percent Valid Percent Cumulative Percent Valid Sangat Tidak Setuju
2
1.6
1.6
1.6 Tidak Setuju
16
12.5
12.5
14.1 Cukup Setuju
41
32.0
32.0
46.1 Setuju
61
47.7
47.7
93.8 Sangat Setuju
8
6.3 6.3 100.0 Total 128 100.0 100.0
Berwujud-1
Frequency Percent Valid Percent Cumulative Percent Valid Sangat Tidak Setuju
2
1.6
1.6
1.6 Tidak Setuju
11
8.6
8.6
10.2 Cukup Setuju
27
21.1
21.1
31.3 Setuju
60
46.9
46.9
78.1 Sangat Setuju
28
21.9 21.9 100.0 Total 128 100.0 100.0
Berwujud-2
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
11
8.6
8.6
8.6 Cukup Setuju
37
28.9
28.9
37.5 Setuju
61
47.7
47.7
85.2 Sangat Setuju
19
14.8 14.8 100.0 Total 128 100.0 100.0
Berwujud-3
Frequency Percent Valid Percent Cumulative Percent Valid Sangat Tidak Setuju
2
1.6
1.6
1.6 Tidak Setuju
6
4.7
4.7
6.3 Cukup Setuju
32
25.0
25.0
31.3 Setuju
72
56.3
56.3
87.5 Sangat Setuju
16
12.5 12.5 100.0 Total 128 100.0 100.0
Berwujud-4
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
15
11.7
11.7
11.7 Cukup Setuju
34
26.6
26.6
38.3 Setuju
59
46.1
46.1
84.4 Sangat Setuju
20
15.6 15.6 100.0 Total 128 100.0 100.0
Kepuasan-1
Frequency Percent Valid Percent Cumulative Percent Valid Cukup Setuju
26
20.3
20.3
20.3 Setuju
82
64.1
64.1
84.4 Sangat Setuju
20
15.6 15.6 100.0 Total 128 100.0 100.0
Kepuasan-2
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
24
18.8
18.8
18.8 Cukup Setuju
43
33.6
33.6
52.3 Setuju
47
36.7
36.7
89.1 Sangat Setuju
14
10.9 10.9 100.0 Total 128 100.0 100.0
Kepuasan-3
Frequency Percent Valid Percent Cumulative Percent Valid Sangat Tidak Setuju
2
1.6
1.6
1.6 Tidak Setuju
19
14.8
14.8
16.4 Cukup Setuju
39
30.5
30.5
46.9 Setuju
55
43.0
43.0
89.8 Sangat Setuju
13
10.2 10.2 100.0 Total 128 100.0 100.0
Kepuasan-4
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
3
2.3
2.3
2.3 Cukup Setuju
45
35.2
35.2
37.5 Setuju
66
51.6
51.6
89.1 Sangat Setuju
14
10.9 10.9 100.0 Total 128 100.0 100.0
Kepuasan-5
Frequency Percent Valid Percent Cumulative Percent Valid Sangat Tidak Setuju
2
1.6
1.6
1.6 Tidak Setuju
2
1.6
1.6
3.1 Cukup Setuju
41
32.0
32.0
35.2 Setuju
58
45.3
45.3
80.5 Sangat Setuju
25
19.5 19.5 100.0 Total 128 100.0 100.0
Loyalitas-1
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
2
1.6
1.6
1.6 Cukup Setuju
25
19.5
19.5
21.1 Setuju
81
63.3
63.3
84.4 Sangat Setuju
20
15.6 15.6 100.0 Total 128 100.0 100.0
Loyalitas-2
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
19
14.8
14.8
14.8 Cukup Setuju
41
32.0
32.0
46.9 Setuju
58
45.3
45.3
92.2 Sangat Setuju
10
7.8 7.8 100.0 Total 128 100.0 100.0
Loyalitas-3
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
12
9.4
9.4
9.4 Cukup Setuju
45
35.2
35.2
44.5 Setuju
62
48.4
48.4
93.0 Sangat Setuju
9
7.0 7.0 100.0 Total 128 100.0 100.0
Loyalitas-4
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
13
10.2
10.2
10.2 Cukup Setuju
49
38.3
38.3
48.4 Setuju
55
43.0
43.0
91.4 Sangat Setuju
11
8.6 8.6 100.0 Total 128 100.0 100.0
Loyalitas-5
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
20
15.6
15.6
15.6 Cukup Setuju
64
50.0
50.0
65.6 Setuju
40
31.3
31.3
96.9 Sangat Setuju
4
3.1 3.1 100.0
Loyalitas-5
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
20
15.6
15.6
15.6 Cukup Setuju
64
50.0
50.0
65.6 Setuju
40
31.3
31.3
96.9 Sangat Setuju
4
3.1 3.1 100.0 Total 128 100.0 100.0
Loyalitas-6
Frequency Percent Valid Percent Cumulative Percent Valid Tidak Setuju
4
3.1
3.1
3.1 Cukup Setuju
31
24.2
24.2
27.3 Setuju
72
56.3
56.3
83.6 Sangat Setuju
21
16.4 16.4 100.0 Total 128 100.0 100.0
LAMPIRAN 4. HASIL OUTPUT AMOS DIAGRAM ANALISIS
JALUR (PATH)LAMPIRAN 5. HASIL OUTPUT AMOS UNTUK ANALISIS JALUR Analysis Summary Date and Time
Date: Monday, 14 October, 2013 Time: 9:52:34 PM
Title
diagram1: Monday, 14 October, 2013 09:52 PM Notes for Group (Group number 1) The model is recursive.
Sample size = 128
Variable Summary (Group number 2) Your model contains the following variables (Group number 2)
Observed, endogenous variables KEPUASAN LOYALITA Observed, exogenous variables ASSURANC EMPATHY TANGIBLE RELIABIL RESPONSI Unobserved, exogenous variables residual1 residual2
Variable counts (Group number 2)
Number of variables in your model:
9 Number of observed variables:
7 Number of unobserved variables:
2 Number of exogenous variables:
7 Number of endogenous variables:
2
Parameter summary (Group number 2)
Weights Covariances Variances Means Intercepts Total Fixed
2
2 Labeled Unlabeled
11
10
7
5
2
35 Total
13
10
7
5
2
37 Notes for Model (Default model) Computation of degrees of freedom (Default model)
Number of distinct sample moments:
35 Number of distinct parameters to be estimated:
35 Degrees of freedom (35 - 35):
Result (Default model)
Minimum was achieved Chi-square = .000 Degrees of freedom = 0 Probability level cannot be computed Estimates (Group number 2 - Default model) Scalar Estimates (Group number 2 - Default model)
Maximum Likelihood Estimates Regression Weights: (Group number 2 - Default model)
Estimate S.E. C.R. P Label KEPUASAN <--- ASSURANC .104 .068 1.538 .124 KEPUASAN <--- EMPATHY .210 .068 3.086 .002 KEPUASAN <--- TANGIBLE .343 .058 5.942 *** KEPUASAN <--- RELIABIL .013 .080 .168 .867 KEPUASAN <--- RESPONSI .119 .085 1.412 .158 LOYALITA <--- KEPUASAN .495 .121 4.094 *** LOYALITA <--- RELIABIL -.002 .109 -.022 .982 LOYALITA <--- RESPONSI .079 .116 .684 .494
Estimate S.E. C.R. P Label LOYALITA <--- EMPATHY -.026 .096 -.274 .784 LOYALITA <--- TANGIBLE -.053 .089 -.595 .552
Standardized Regression Weights: (Group number 2 - Default model)
Estimate
KEPUASAN <--- ASSURANC .107 KEPUASAN <--- EMPATHY .265 KEPUASAN <--- TANGIBLE .411 KEPUASAN <--- RELIABIL .017 KEPUASAN <--- RESPONSI .159 LOYALITA <--- KEPUASAN .547 LOYALITA <--- RELIABIL -.003 LOYALITA <--- RESPONSI .117 LOYALITA <--- ASSURANC .042 LOYALITA <--- EMPATHY -.037 LOYALITA <--- TANGIBLE -.070Means: (Group number 2 - Default model)
Estimate S.E. C.R. P Label RELIABIL 3.497 .069 51.001 *** RESPONSI 3.521 .072 48.987 *** ASSURANC 4.120 .055 74.328 *** EMPATHY 3.635 .068 53.606 *** TANGIBLE 3.717 .065 57.501 ***
Intercepts: (Group number 2 - Default model)
Estimate S.E. C.R. P Label KEPUASAN .726 .202 3.601 *** LOYALITA 1.640 .288 5.684 ***
Covariances: (Group number 2 - Default model)
Estimate S.E. C.R. P Label TANGIBLE <--> RELIABIL .367 .060 6.160 *** EMPATHY <--> RELIABIL .425 .065 6.585 *** ASSURANC <--> RELIABIL .303 .051 5.995 *** RELIABIL <--> RESPONSI .547 .074 7.417 *** ASSURANC <--> RESPONSI .342 .054 6.308 *** EMPATHY <--> RESPONSI .486 .070 6.956 *** TANGIBLE <--> RESPONSI .376 .062 6.058 *** ASSURANC <--> EMPATHY .326 .051 6.353 *** ASSURANC <--> TANGIBLE .264 .047 5.651 *** EMPATHY <--> TANGIBLE .374 .060 6.284 ***
Correlations: (Group number 2 - Default model)
Estimate
TANGIBLE <--> RELIABIL .653 EMPATHY <--> RELIABIL .720 ASSURANC <--> RELIABIL .628 RELIABIL <--> RESPONSI .874 ASSURANC <--> RESPONSI .676 EMPATHY <--> RESPONSI .784 TANGIBLE <--> RESPONSI .637 ASSURANC <--> EMPATHY .682 ASSURANC <--> TANGIBLE .580 EMPATHY <--> TANGIBLE .672Variances: (Group number 2 - Default model)
Estimate S.E. C.R. P Label ASSURANC .390 .049 7.969 *** EMPATHY .584 .073 7.969 *** TANGIBLE .531 .067 7.969 *** RELIABIL .597 .075 7.969 *** RESPONSI .656 .082 7.969 *** residual1 .107 .013 7.969 *** residual2 .200 .025 7.969 ***
Squared Multiple Correlations: (Group number 2 - Default model)
Estimate KEPUASAN .709 LOYALITA .338
Matrices (Group number 2 - Default model) Total Effects (Group number 2 - Default model)
RESPO RELIA TANGI EMPAT ASSURA KEPUAS NSI BIL BLE HY NC AN KEPUAS .119 .013 .343 .210 .104 .000 AN
LOYALI .139 .004 .117 .078 .088 .495 TA
Standardized Total Effects (Group number 2 - Default model)
RESPO RELIA TANGI EMPAT ASSURA KEPUAS NSI BIL BLE HY NC AN KEPUAS .159 .017 .411 .265 .107 .000 AN
LOYALI .204 .006 .155 .108 .101 .547 TA
Direct Effects (Group number 2 - Default model)
RESPO RELIA TANGI EMPAT ASSURA KEPUAS NSI BIL BLE HY NC AN KEPUAS .119 .013 .343 .210 .104 .000 AN
LOYALI .079 -.002 -.053 -.026 .037 .495 TA
Standardized Direct Effects (Group number 2 - Default model)
RESPO RELIA TANGI EMPAT ASSURA KEPUAS NSI BIL BLE HY NC AN KEPUAS .159 .017 .411 .265 .107 .000 AN
LOYALI .117 -.003 -.070 -.037 .042 .547 TA
Indirect Effects (Group number 2 - Default model)
RESPO RELIA TANGI EMPAT ASSURA KEPUAS NSI BIL BLE HY NC AN KEPUAS .000 .000 .000 .000 .000 .000 AN
LOYALI .059 .007 .170 .104 .052 .000 TA
Standardized Indirect Effects (Group number 2 - Default model)
RESPO RELIA TANGI EMPAT ASSURA KEPUAS NSI BIL BLE HY NC AN KEPUAS .000 .000 .000 .000 .000 .000 AN
LOYALI .087 .009 .225 .145 .059 .000 TA
Minimization History (Default model)
- 3 -.122 .956 227.96 10 1.101 3 e
03 .328 .104 1 1.127 9 e
CFI Default model 1.000 1.000 1.000 Saturated model 1.000 1.000 1.000 Independence model .000 .000 .000 .000 .000
IFI Delta2 TLI rho2
Model NFI Delta1 RFI rho1
35 .000 Saturated model 35 .000 Independence model 14 702.216 21 .000 33.439
Model Fit Summary CMIN Model NPAR CMIN DF P CMIN/DF Default model
28 .000 .000 1 1.000
9905.3
28 .008 .000 1 1.004 11 e
9905.3
28 .106 .001 1 1.046 10 e
9905.3
8572.8
Iterati on Negativ e eigenval ues
04 .501 2.059 1 1.185 8 e
5415.7
13 .682 15.802 1 .974 7 e
3487.6
35 .394 57.302 4 .000 6 e
6 .938 5 e 5046.8
4 e 2217.9 11 .375 89.868
1 -.103 .160 186.70 5 6 .664
3 11 .884 2 e
00 1 e 11 -.653 .364 620.65
00 2664.0 32 9999.0
Diame ter F NTri es Ratio e 11 -.617 9999.0
Conditi on #
Smalles
teigenva
lueBaseline Comparisons
Parsimony-Adjusted Measures
Model PRATIO PNFI PCFI Default model .000 .000 .000 Saturated model .000 .000 .000 Independence model 1.000 .000 .000
NCP
Model NCP LO 90 HI 90 Default model .000 .000 .000 Saturated model .000 .000 .000 Independence model 681.216 598.360 771.480
FMIN
Model FMIN F0 LO 90 HI 90 Default model .000 .000 .000 .000 Saturated model .000 .000 .000 .000 Independence model 5.529 5.364 4.711 6.075
RMSEA
Model RMSEA LO 90 HI 90 PCLOSE Independence model .505 .474 .538 .000
AIC
Model AIC BCC BIC CAIC Default model 70.000 74.706 Saturated model 70.000 74.706 Independence model 730.216 732.099
ECVI
Model ECVI LO 90 HI 90 MECVI Default model .551 .551 .551 .588 Saturated model .551 .551 .551 .588 Independence model 5.750 5.097 6.460 5.765
HOELTER
HOELTER HOELTER Model
.05 .01
Default modelIndependence model
6
8 Execution time summary Minimization: .020 Miscellaneous: .050 Bootstrap: .000 LAMPIRAN 6 TRIMMING THEORY HASIL OUTPUT AMOS SETELAH UNTUK VARIABEL PENELITIAN YANG SIGNIFIKAN
Analysis Summary Date and Time
Date: Wednesday, 19 February, 2014 Time: 2:58:40 PM
Title
diagram trimming: Wednesday, 19 February, 2014 02:58 PM Notes for Group (Group number 1) The model is recursive.
Sample size = 128
Variable Summary (Group number 2) Your model contains the following variables (Group number 2)
Observed, endogenous variables KEPUASAN LOYALITA Observed, exogenous variables EMPATHY TANGIBLE Unobserved, exogenous variables residual3 residual4
Variable counts (Group number 2)
Number of variables in your model:
6 Number of observed variables:
4 Number of unobserved variables:
2 Number of exogenous variables:
4 Number of endogenous variables:
2 Parameter summary (Group number 2) Weights Covariances Variances Means Intercepts Total Fixed
2
2 Labeled Unlabeled
3
1
4
2
2
12 Total
5
1
4
2
2
14 Assessment of normality (Group number 2) Variable min max skew c.r. kurtosis c.r.
TANGIBLE 2.000 5.000 -.405 -1.870 -.420 -.971 EMPATHY 2.000 5.000 -.371 -1.714 -.400 -.924 KEPUASAN 2.200 5.000 .110 .509 -.252 -.583 LOYALITA 2.333 4.833 -.096 -.445 -.231 -.533 Multivariate 1.684 1.375
Notes for Model (Default model) Computation of degrees of freedom (Default model)
Number of distinct sample moments:
14 Number of distinct parameters to be estimated:
12 Degrees of freedom (14 - 12):
2 Result (Default model) Minimum was achieved Chi-square = .315 Degrees of freedom = 2 Probability level = .854
Estimates (Group number 2 - Default model) Scalar Estimates (Group number 2 - Default model) Maximum Likelihood Estimates Regression Weights: (Group number 2 - Default model)
Estimate S.E. C.R. P Label KEPUASAN <--- EMPATHY .345 .053 6.490 *** KEPUASAN <--- TANGIBLE .394 .056 7.059 *** LOYALITA <--- KEPUASAN .520 .066 7.916 ***
Standardized Regression Weights: (Group number 2 - Default model)
Estimate
KEPUASAN <--- EMPATHY .434 KEPUASAN <--- TANGIBLE .472 LOYALITA <--- KEPUASAN .575Means: (Group number 2 - Default model)
Estimate S.E. C.R. P Label EMPATHY 3.635 .068 53.606 *** TANGIBLE 3.717 .065 57.501 ***
Intercepts: (Group number 2 - Default model)
Estimate S.E. C.R. P Label KEPUASAN .944 .166 5.702 *** LOYALITA 1.679 .244 6.884 ***
Covariances: (Group number 2 - Default model)
Estimate S.E. C.R. P Label EMPATHY <--> TANGIBLE .374 .060 6.284 *** Correlations: (Group number 2 - Default model)
Estimate EMPATHY <--> TANGIBLE .672
Variances: (Group number 2 - Default model)
Estimate S.E. C.R. P Label EMPATHY .584 .073 7.969 *** TANGIBLE .531 .067 7.969 *** residual3 .115 .014 7.969 *** residual4 .202 .025 7.969 ***
Squared Multiple Correlations: (Group number 2 - Default model)
Estimate KEPUASAN .688 LOYALITA .330
Matrices (Group number 2 - Default model) Residual Covariances (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN LOYALITA TANGIBLE .000 EMPATHY .000 .000 KEPUASAN .000 .000 .000
Residual Means (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN LOYALITA .000 .000 .000 .000
Standardized Residual Covariances (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN LOYALITA TANGIBLE .000 EMPATHY .000 .000 KEPUASAN .000 .000 .000
Standardized Residual Means (Group number 2 - Default model) TANGIBLE EMPATHY KEPUASAN LOYALITA .000 .000 .000 .000
Total Effects (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN KEPUASAN .394 .345 .000 LOYALITA .205 .179 .520
Standardized Total Effects (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN KEPUASAN .472 .434 .000 LOYALITA .272 .250 .575
Direct Effects (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN KEPUASAN .394 .345 .000 LOYALITA .000 .000 .520
Standardized Direct Effects (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN KEPUASAN .472 .434 .000 LOYALITA .000 .000 .575
Indirect Effects (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN KEPUASAN .000 .000 .000 LOYALITA .205 .179 .000
Standardized Indirect Effects (Group number 2 - Default model)
TANGIBLE EMPATHY KEPUASAN KEPUASAN .000 .000 .000 LOYALITA .272 .250 .000 Minimization History (Default model)
Smalles
Negative Iterati Conditi t Diame NTri eigenval F Ratio on on # eigenva ter es ues lue 9999.0 397.3 9999.0 e 2 -.23200
34
00 3645.2 124.3 1 e .759 17 .784
33
99 1431.2 65.80 2 e .497
6 .000
43
8 686.21 32.85 3 e .505
2 .000
1
8 1018.3 4 e .247 5.344 1 1.191
08 1164.2 5 e .102 .690 1 1.151
31 1164.2 6 e .023 .320 1 1.071
18 1164.2 7 e .003 .315 1 1.011
18 1164.2 8 e .000 .315 1 1.000
CMIN
Model NPAR CMIN DF P CMIN/DF Default model 12 .315 2 .854 .158 Saturated model 14 .000 Independence model
8 275.261 6 .000 45.877
Baseline Comparisons
IFI TLI Model CFI Delta1 rho1 Delta2 rho2
Default model .999 .997 1.006 1.019 1.000 Saturated model 1.000 1.000 1.000 Independence model .000 .000 .000 .000 .000 Parsimony-Adjusted Measures
Model PRATIO PNFI PCFI Default model .333 .333 .333 Saturated model .000 .000 .000 Independence model 1.000 .000 .000
NCP
Model NCP LO 90 HI 90 Default model .000 .000 2.316 Saturated model .000 .000 .000 Independence model 269.261 218.637 327.302
FMIN
Model FMIN F0 LO 90 HI 90 Default model .002 .000 .000 .018 Saturated model .000 .000 .000 .000 Independence model 2.167 2.120 1.722 2.577
RMSEA
Model RMSEA LO 90 HI 90 PCLOSE Default model .000 .000 .095 .891 Independence model .594 .536 .655 .000
AIC
Model AIC BCC BIC CAIC Default model 24.315 25.299 Saturated model 28.000 29.148 Independence model 291.261 291.917
ECVI
Model ECVI LO 90 HI 90 MECVI Default model .191 .205 .223 .199 Saturated model .220 .220 .220 .230 Independence model 2.293 1.895 2.750 2.299
HOELTER
HOELTER HOELTER Model
.05 .01
Default model 2414 3711Independence model
6
8 Execution time summary Minimization: .016 Miscellaneous: .094 Bootstrap: .000 Total: .110
LAMPIRAN 7. DAFTAR NAMA KARYAWAN DAN POSISI JABATAN PT. KEBAYORAN FARMA CABANG MEDAN No Nama Lengkap NIK Jabatan
35 Sujiana 00814 Salesman
27 Nisma Sari 03899 Operator Komputer
28 Novriadi 03383 Salesman
29 Rahmadsyah 04349 Loper Modern
30 Randiansyah 04266 Staff Gudang
31 Rasman Effendy 03045 Salesman
32 Reza Daulay 03026 Staff Gudang
33 Risnawati 01869 Administrasi Piutang
34 Rosman 00078 Sopir Loper
36 Suwatmi 01713 Korninator Administrasi
25 Muhamad Rosandi 03382 Salesman
37 Syaiful Zufri 02558 Penjaga Malam
38 Teddy Kencana 03266 Salesman
39 Toto Supriyadi 00971 Salesman
40 Wagito 04522 Sopir/Loper
41 Yuni Ramadhani SP 04586 Kasir
42 Juminnah Napitupulu 02899 Apoteker
43 Intan Limbong 04610 Gudang
44 Agustina 04646 Supervisor Administrasi
26 Nana Retna Ningsih 04097 Administrasi Piutang
1 Ade Surya 04154 Salesman
2 Adri Aliansyah 03792 Salesman
11 DJamaluddin Rawi 02569 Satpam
3 Agusli 03255 Salesman
4 Andri Sumarno 03965 Staff Gudang
5 Arifkan Sandi Sapian 02058 Supervisor
6 Arwin Tavipi 02104 Kolektor
7 Bayu 03718 Salesman
8 Budi Hendarto 02872 Salesman
9 Darwin 00736 Kolektor
10 Diana Pice 02056 Sopir/Loper
12 Edi Sucipta 01422 Salesman
23 Kurniawan 03337 Admin Gudang
13 Efendi Santosa 03297 Salesman Modern 14 eriandi 04330 Salesman OTC
15 Fambrie Medes 02838 Salesman
16 Herry Indrawan Syahputra 03532 Penjaga Malam
17 Indrawab Syahputra 02839 Lopper
18 Irsan Sujiharto 00197 Salesman
19 Iwan Irawadi 00749 Kolektor
20 Iyan Rizani 00199 Supervisor
21 Iyusanti Hasugian 03980 Kepala Gudang
22 Julham Ginting 04173 Salesman Modern
24 Lily Song 00146 Administrasi Piutang