Professional Documents
Culture Documents
Frequencies
Statistics
jenis_kelamin
N Valid 100
Missing 0
jenis_kelamin
Cumulative
Frequency Percent Valid Percent Percent
Valid laki-laki 55 55.0 55.0 55.0
perempuan 45 45.0 45.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
usia
N Valid 100
Missing 0
Mean 2.5100
Median 2.0000
Mode 2.00
usia
Cumulative
Frequency Percent Valid Percent Percent
Valid 18-20 3 3.0 3.0 3.0
21-25 53 53.0 53.0 56.0
25-30 34 34.0 34.0 90.0
30-35 10 10.0 10.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
tingkat_pendidikan
N Valid 100
Missing 0
Mean 5.3300
Median 5.5000
Mode 6.00
Frequencies
Statistics
Pemakaian_Pulsa_Perbulan
N Valid 100
Missing 0
Mean 3.9300
Median 4.0000
Mode 4.00
Pemakaian_Pulsa_Perbulan
Cumulative
Frequency Percent Valid Percent Percent
Valid 20,000 10 10.0 10.0 10.0
50.000-100.000 26 26.0 26.0 36.0
100.000-200.000 33 33.0 33.0 69.0
200.000-500.000 23 23.0 23.0 92.0
lebih_500.000 8 8.0 8.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
Lama_Penggunaan
N Valid 100
Missing 0
Mean 3.6800
Median 4.0000
Mode 4.00
Lama_Penggunaan
Cumulative
Frequency Percent Valid Percent Percent
Valid 3bulan-6bulan 7 7.0 7.0 7.0
6bulan-1tahun 12 12.0 12.0 19.0
lebih_1tahun 81 81.0 81.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
Pernah_hubungi_callcenter
N Valid 100
Missing 0
Mean 1.0000
Median 1.0000
Mode 1.00
Pernah_hubungi_callcenter
Cumulative
Frequency Percent Valid Percent Percent
Valid pernah 100 100.0 100.0 100.0
Frequencies
Statistics
Jumlah_hubungi_callcenter
N Valid 100
Missing 0
Mean 1.7200
Median 1.0000
Mode 1.00
Jumlah_hubungi_callcenter
Cumulative
Frequency Percent Valid Percent Percent
Valid kurang_3kali 53 53.0 53.0 53.0
3kali-6kali 30 30.0 30.0 83.0
6kali-9kali 9 9.0 9.0 92.0
lebih_9kali 8 8.0 8.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
Frequency Table
adaptiveness_1
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 1 1.0 1.0 1.0
AGAK TIDAK SETUJU 4 4.0 4.0 5.0
NETRAL/BIASA 15 15.0 15.0 20.0
AGAK SETUJU 16 16.0 16.0 36.0
SETUJU 43 43.0 43.0 79.0
SANGAT SETUJU 21 21.0 21.0 100.0
Total 100 100.0 100.0
adaptiveness_2
Cumulative
Frequency Percent Valid Percent Percent
Valid AGAK TIDAK SETUJU 4 4.0 4.0 4.0
NETRAL/BIASA 12 12.0 12.0 16.0
AGAK SETUJU 15 15.0 15.0 31.0
SETUJU 51 51.0 51.0 82.0
SANGAT SETUJU 18 18.0 18.0 100.0
Total 100 100.0 100.0
adaptiveness_3
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 4 4.0 4.0 4.0
AGAK TIDAK SETUJU 3 3.0 3.0 7.0
NETRAL/BIASA 20 20.0 20.0 27.0
AGAK SETUJU 25 25.0 25.0 52.0
SETUJU 37 37.0 37.0 89.0
SANGAT SETUJU 11 11.0 11.0 100.0
Total 100 100.0 100.0
adaptiveness_4
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 6 6.0 6.0 6.0
AGAK TIDAK SETUJU 6 6.0 6.0 12.0
NETRAL/BIASA 17 17.0 17.0 29.0
AGAK SETUJU 28 28.0 28.0 57.0
SETUJU 33 33.0 33.0 90.0
SANGAT SETUJU 10 10.0 10.0 100.0
Total 100 100.0 100.0
Adaptiveness_5
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 8 8.0 8.0 8.0
AGAK TIDAK SETUJU 8 8.0 8.0 16.0
NETRAL/BIASA 20 20.0 20.0 36.0
AGAK SETUJU 25 25.0 25.0 61.0
SETUJU 28 28.0 28.0 89.0
SANGAT SETUJU 11 11.0 11.0 100.0
Total 100 100.0 100.0
Adaptiveness_6
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 1 1.0 1.0 1.0
TIDAK SETUJU 4 4.0 4.0 5.0
AGAK TIDAK SETUJU 9 9.0 9.0 14.0
NETRAL/BIASA 26 26.0 26.0 40.0
AGAK SETUJU 24 24.0 24.0 64.0
SETUJU 29 29.0 29.0 93.0
SANGAT SETUJU 7 7.0 7.0 100.0
Total 100 100.0 100.0
Adaptiveness_7
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 5 5.0 5.0 5.0
AGAK TIDAK SETUJU 12 12.0 12.0 17.0
NETRAL/BIASA 18 18.0 18.0 35.0
AGAK SETUJU 24 24.0 24.0 59.0
SETUJU 33 33.0 33.0 92.0
SANGAT SETUJU 8 8.0 8.0 100.0
Total 100 100.0 100.0
Descriptives
Descriptive Statistics
Frequencies
Statistics
Frequency Table
assurance_1
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 1 1.0 1.0 1.0
AGAK TIDAK SETUJU 7 7.0 7.0 8.0
NETRAL/BIASA 10 10.0 10.0 18.0
AGAK SETUJU 23 23.0 23.0 41.0
SETUJU 35 35.0 35.0 76.0
SANGAT SETUJU 24 24.0 24.0 100.0
Total 100 100.0 100.0
assurance_2
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 4 4.0 4.0 4.0
AGAK TIDAK SETUJU 5 5.0 5.0 9.0
NETRAL/BIASA 19 19.0 19.0 28.0
AGAK SETUJU 18 18.0 18.0 46.0
SETUJU 38 38.0 38.0 84.0
SANGAT SETUJU 16 16.0 16.0 100.0
Total 100 100.0 100.0
assurance_3
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 4 4.0 4.0 4.0
AGAK TIDAK SETUJU 8 8.0 8.0 12.0
NETRAL/BIASA 26 26.0 26.0 38.0
AGAK SETUJU 25 25.0 25.0 63.0
SETUJU 30 30.0 30.0 93.0
SANGAT SETUJU 7 7.0 7.0 100.0
Total 100 100.0 100.0
Assurance_4
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 2 2.0 2.0 2.0
TIDAK SETUJU 3 3.0 3.0 5.0
AGAK TIDAK SETUJU 10 10.0 10.0 15.0
NETRAL/BIASA 29 29.0 29.0 44.0
AGAK SETUJU 25 25.0 25.0 69.0
SETUJU 27 27.0 27.0 96.0
SANGAT SETUJU 4 4.0 4.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
Frequency Table
empathy_1
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 3 3.0 3.0 3.0
TIDAK SETUJU 8 8.0 8.0 11.0
AGAK TIDAK SETUJU 10 10.0 10.0 21.0
NETRAL/BIASA 9 9.0 9.0 30.0
AGAK SETUJU 12 12.0 12.0 42.0
SETUJU 37 37.0 37.0 79.0
SANGAT SETUJU 21 21.0 21.0 100.0
Total 100 100.0 100.0
empathy_2
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 5 5.0 5.0 5.0
AGAK TIDAK SETUJU 8 8.0 8.0 13.0
NETRAL/BIASA 20 20.0 20.0 33.0
AGAK SETUJU 23 23.0 23.0 56.0
SETUJU 31 31.0 31.0 87.0
SANGAT SETUJU 13 13.0 13.0 100.0
Total 100 100.0 100.0
empathy_3
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 2 2.0 2.0 2.0
TIDAK SETUJU 8 8.0 8.0 10.0
AGAK TIDAK SETUJU 8 8.0 8.0 18.0
NETRAL/BIASA 26 26.0 26.0 44.0
AGAK SETUJU 22 22.0 22.0 66.0
SETUJU 27 27.0 27.0 93.0
SANGAT SETUJU 7 7.0 7.0 100.0
Total 100 100.0 100.0
empathy_4
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 1 1.0 1.0 1.0
TIDAK SETUJU 4 4.0 4.0 5.0
AGAK TIDAK SETUJU 7 7.0 7.0 12.0
NETRAL/BIASA 19 19.0 19.0 31.0
AGAK SETUJU 28 28.0 28.0 59.0
SETUJU 32 32.0 32.0 91.0
SANGAT SETUJU 9 9.0 9.0 100.0
Total 100 100.0 100.0
empathy_5
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 1 1.0 1.0 1.0
TIDAK SETUJU 2 2.0 2.0 3.0
AGAK TIDAK SETUJU 12 12.0 12.0 15.0
NETRAL/BIASA 19 19.0 19.0 34.0
AGAK SETUJU 20 20.0 20.0 54.0
SETUJU 37 37.0 37.0 91.0
SANGAT SETUJU 9 9.0 9.0 100.0
Total 100 100.0 100.0
empathy_6
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 1 1.0 1.0 1.0
TIDAK SETUJU 5 5.0 5.0 6.0
AGAK TIDAK SETUJU 7 7.0 7.0 13.0
NETRAL/BIASA 25 25.0 25.0 38.0
AGAK SETUJU 23 23.0 23.0 61.0
SETUJU 29 29.0 29.0 90.0
SANGAT SETUJU 10 10.0 10.0 100.0
Total 100 100.0 100.0
Empathy_7
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 3 3.0 3.0 3.0
TIDAK SETUJU 6 6.0 6.0 9.0
AGAK TIDAK SETUJU 9 9.0 9.0 18.0
NETRAL/BIASA 27 27.0 27.0 45.0
AGAK SETUJU 30 30.0 30.0 75.0
SETUJU 22 22.0 22.0 97.0
SANGAT SETUJU 3 3.0 3.0 100.0
Total 100 100.0 100.0
Empathy_8
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 3 3.0 3.0 3.0
TIDAK SETUJU 5 5.0 5.0 8.0
AGAK TIDAK SETUJU 15 15.0 15.0 23.0
NETRAL/BIASA 16 16.0 16.0 39.0
AGAK SETUJU 31 31.0 31.0 70.0
SETUJU 24 24.0 24.0 94.0
SANGAT SETUJU 6 6.0 6.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
Frequency Table
authority_1
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 3 3.0 3.0 3.0
AGAK TIDAK SETUJU 10 10.0 10.0 13.0
NETRAL/BIASA 20 20.0 20.0 33.0
AGAK SETUJU 21 21.0 21.0 54.0
SETUJU 34 34.0 34.0 88.0
SANGAT SETUJU 12 12.0 12.0 100.0
Total 100 100.0 100.0
authority_2
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 1 1.0 1.0 1.0
TIDAK SETUJU 4 4.0 4.0 5.0
AGAK TIDAK SETUJU 11 11.0 11.0 16.0
NETRAL/BIASA 21 21.0 21.0 37.0
AGAK SETUJU 21 21.0 21.0 58.0
SETUJU 32 32.0 32.0 90.0
SANGAT SETUJU 10 10.0 10.0 100.0
Total 100 100.0 100.0
Authority_3
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 3 3.0 3.0 3.0
AGAK TIDAK SETUJU 9 9.0 9.0 12.0
NETRAL/BIASA 26 26.0 26.0 38.0
AGAK SETUJU 17 17.0 17.0 55.0
SETUJU 34 34.0 34.0 89.0
SANGAT SETUJU 11 11.0 11.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
Frequency Table
overallservqual_1
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 5 5.0 5.0 5.0
AGAK TIDAK SETUJU 5 5.0 5.0 10.0
NETRAL/BIASA 21 21.0 21.0 31.0
AGAK SETUJU 16 16.0 16.0 47.0
SETUJU 39 39.0 39.0 86.0
SANGAT SETUJU 14 14.0 14.0 100.0
Total 100 100.0 100.0
overallservqual_2
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 4 4.0 4.0 4.0
AGAK TIDAK SETUJU 5 5.0 5.0 9.0
NETRAL/BIASA 24 24.0 24.0 33.0
AGAK SETUJU 17 17.0 17.0 50.0
SETUJU 36 36.0 36.0 86.0
SANGAT SETUJU 14 14.0 14.0 100.0
Total 100 100.0 100.0
overallservqual_3
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 5 5.0 5.0 5.0
AGAK TIDAK SETUJU 6 6.0 6.0 11.0
NETRAL/BIASA 22 22.0 22.0 33.0
AGAK SETUJU 20 20.0 20.0 53.0
SETUJU 34 34.0 34.0 87.0
SANGAT SETUJU 13 13.0 13.0 100.0
Total 100 100.0 100.0
overallservqual_4
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 1 1.0 1.0 1.0
TIDAK SETUJU 10 10.0 10.0 11.0
AGAK TIDAK SETUJU 11 11.0 11.0 22.0
NETRAL/BIASA 21 21.0 21.0 43.0
AGAK SETUJU 22 22.0 22.0 65.0
SETUJU 27 27.0 27.0 92.0
SANGAT SETUJU 8 8.0 8.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
Frequency Table
loyalitas_1
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 3 3.0 3.0 3.0
AGAK TIDAK SETUJU 6 6.0 6.0 9.0
NETRAL/BIASA 16 16.0 16.0 25.0
AGAK SETUJU 18 18.0 18.0 43.0
SETUJU 38 38.0 38.0 81.0
SANGAT SETUJU 19 19.0 19.0 100.0
Total 100 100.0 100.0
loyalitas_2
Cumulative
Frequency Percent Valid Percent Percent
Valid TIDAK SETUJU 4 4.0 4.0 4.0
AGAK TIDAK SETUJU 6 6.0 6.0 10.0
NETRAL/BIASA 16 16.0 16.0 26.0
AGAK SETUJU 15 15.0 15.0 41.0
SETUJU 40 40.0 40.0 81.0
SANGAT SETUJU 19 19.0 19.0 100.0
Total 100 100.0 100.0
loyalitas_3
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 5 5.0 5.0 5.0
TIDAK SETUJU 7 7.0 7.0 12.0
AGAK TIDAK SETUJU 8 8.0 8.0 20.0
NETRAL/BIASA 26 26.0 26.0 46.0
AGAK SETUJU 25 25.0 25.0 71.0
SETUJU 23 23.0 23.0 94.0
SANGAT SETUJU 6 6.0 6.0 100.0
Total 100 100.0 100.0
loyalitas_4
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 4 4.0 4.0 4.0
TIDAK SETUJU 12 12.0 12.0 16.0
AGAK TIDAK SETUJU 10 10.0 10.0 26.0
NETRAL/BIASA 32 32.0 32.0 58.0
AGAK SETUJU 19 19.0 19.0 77.0
SETUJU 19 19.0 19.0 96.0
SANGAT SETUJU 4 4.0 4.0 100.0
Total 100 100.0 100.0
loyalitas_5
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 4 4.0 4.0 4.0
TIDAK SETUJU 9 9.0 9.0 13.0
AGAK TIDAK SETUJU 9 9.0 9.0 22.0
NETRAL/BIASA 27 27.0 27.0 49.0
AGAK SETUJU 14 14.0 14.0 63.0
SETUJU 31 31.0 31.0 94.0
SANGAT SETUJU 6 6.0 6.0 100.0
Total 100 100.0 100.0
Loyalitas_6
Cumulative
Frequency Percent Valid Percent Percent
Valid SANGAT TIDAK SETUJU 6 6.0 6.0 6.0
TIDAK SETUJU 5 5.0 5.0 11.0
AGAK TIDAK SETUJU 12 12.0 12.0 23.0
NETRAL/BIASA 21 21.0 21.0 44.0
AGAK SETUJU 19 19.0 19.0 63.0
SETUJU 20 20.0 20.0 83.0
SANGAT SETUJU 17 17.0 17.0 100.0
Total 100 100.0 100.0
Frequencies
Statistics
Pengalaman_Pelanggan_berhubungan_dgn_callcenter
N Valid 100
Missing 0
Mean 110.6400
Median 114.0000
Mode 125.00
Std. Deviation 20.80429
Variance 432.819
Skewness -.410
Std. Error of Skewness .241
Kurtosis -.421
Std. Error of Kurtosis .478
Range 97.00
Minimum 57.00
Maximum 154.00
Percentiles 25 94.0000
50 114.0000
75 125.7500
Pengalaman_Pelanggan_berhubungan_dgn_callcenter
Cumulative
Frequency Percent Valid Percent Percent
Valid 57.00 1 1.0 1.0 1.0
63.00 1 1.0 1.0 2.0
64.00 1 1.0 1.0 3.0
71.00 2 2.0 2.0 5.0
73.00 1 1.0 1.0 6.0
76.00 1 1.0 1.0 7.0
80.00 2 2.0 2.0 9.0
82.00 1 1.0 1.0 10.0
83.00 1 1.0 1.0 11.0
85.00 1 1.0 1.0 12.0
87.00 2 2.0 2.0 14.0
88.00 1 1.0 1.0 15.0
89.00 3 3.0 3.0 18.0
90.00 3 3.0 3.0 21.0
91.00 1 1.0 1.0 22.0
93.00 2 2.0 2.0 24.0
94.00 2 2.0 2.0 26.0
99.00 3 3.0 3.0 29.0
100.00 2 2.0 2.0 31.0
102.00 2 2.0 2.0 33.0
103.00 4 4.0 4.0 37.0
104.00 1 1.0 1.0 38.0
105.00 2 2.0 2.0 40.0
106.00 1 1.0 1.0 41.0
107.00 2 2.0 2.0 43.0
108.00 1 1.0 1.0 44.0
110.00 2 2.0 2.0 46.0
111.00 1 1.0 1.0 47.0
113.00 1 1.0 1.0 48.0
114.00 3 3.0 3.0 51.0
116.00 4 4.0 4.0 55.0
117.00 1 1.0 1.0 56.0
118.00 1 1.0 1.0 57.0
119.00 4 4.0 4.0 61.0
121.00 3 3.0 3.0 64.0
124.00 5 5.0 5.0 69.0
125.00 6 6.0 6.0 75.0
126.00 2 2.0 2.0 77.0
127.00 3 3.0 3.0 80.0
130.00 1 1.0 1.0 81.0
131.00 5 5.0 5.0 86.0
132.00 2 2.0 2.0 88.0
133.00 1 1.0 1.0 89.0
134.00 1 1.0 1.0 90.0
135.00 1 1.0 1.0 91.0
137.00 1 1.0 1.0 92.0
139.00 4 4.0 4.0 96.0
144.00 2 2.0 2.0 98.0
147.00 1 1.0 1.0 99.0
154.00 1 1.0 1.0 100.0
Total 100 100.0 100.0
Histogram
20
15
Frequency
10
Mean = 110.64
Std. Dev. = 20.80429
0 N = 100
40.00 60.00 80.00 100.00 120.00 140.00 160.00
Pengalaman_Pelanggan_berhubungan_dgn_callcenter
Frequencies
Statistics
tingkat_overallservqual
N Valid 100
Missing 0
Mean 20.1600
Median 20.0000
Mode 24.00
Std. Deviation 5.00246
Variance 25.025
Skewness -.439
Std. Error of Skewness .241
Kurtosis -.383
Std. Error of Kurtosis .478
Range 20.00
Minimum 8.00
Maximum 28.00
Percentiles 25 16.0000
50 20.0000
75 24.0000
tingkat_overallservqual
Cumulative
Frequency Percent Valid Percent Percent
Valid 8.00 3 3.0 3.0 3.0
10.00 2 2.0 2.0 5.0
12.00 3 3.0 3.0 8.0
13.00 2 2.0 2.0 10.0
14.00 3 3.0 3.0 13.0
15.00 1 1.0 1.0 14.0
16.00 12 12.0 12.0 26.0
17.00 7 7.0 7.0 33.0
18.00 5 5.0 5.0 38.0
19.00 3 3.0 3.0 41.0
20.00 10 10.0 10.0 51.0
21.00 3 3.0 3.0 54.0
22.00 5 5.0 5.0 59.0
23.00 7 7.0 7.0 66.0
24.00 19 19.0 19.0 85.0
25.00 3 3.0 3.0 88.0
26.00 2 2.0 2.0 90.0
27.00 2 2.0 2.0 92.0
28.00 8 8.0 8.0 100.0
Total 100 100.0 100.0
Histogram
20
15
Frequency
10
Mean = 20.16
Std. Dev. = 5.00246
0 N = 100
5.00 10.00 15.00 20.00 25.00 30.00
tingkat_overallservqual
Frequencies
Statistics
tingkat_loyalitas
N Valid 100
Missing 0
Mean 28.7700
Median 29.0000
Mode 28.00
Std. Deviation 6.70573
Variance 44.967
Skewness -.340
Std. Error of Skewness .241
Kurtosis -.222
Std. Error of Kurtosis .478
Range 33.00
Minimum 9.00
Maximum 42.00
Percentiles 25 24.0000
50 29.0000
75 34.0000
tingkat_loyalitas
Cumulative
Frequency Percent Valid Percent Percent
Valid 9.00 1 1.0 1.0 1.0
15.00 1 1.0 1.0 2.0
16.00 3 3.0 3.0 5.0
17.00 1 1.0 1.0 6.0
18.00 2 2.0 2.0 8.0
19.00 1 1.0 1.0 9.0
20.00 3 3.0 3.0 12.0
21.00 3 3.0 3.0 15.0
22.00 2 2.0 2.0 17.0
23.00 5 5.0 5.0 22.0
24.00 7 7.0 7.0 29.0
25.00 2 2.0 2.0 31.0
26.00 4 4.0 4.0 35.0
27.00 3 3.0 3.0 38.0
28.00 9 9.0 9.0 47.0
29.00 6 6.0 6.0 53.0
30.00 5 5.0 5.0 58.0
31.00 5 5.0 5.0 63.0
32.00 4 4.0 4.0 67.0
33.00 5 5.0 5.0 72.0
34.00 4 4.0 4.0 76.0
35.00 6 6.0 6.0 82.0
36.00 8 8.0 8.0 90.0
37.00 3 3.0 3.0 93.0
38.00 3 3.0 3.0 96.0
39.00 1 1.0 1.0 97.0
42.00 3 3.0 3.0 100.0
Total 100 100.0 100.0
Histogram
20
15
Frequency
10
Mean = 28.77
Std. Dev. = 6.70573
0 N = 100
10.00 20.00 30.00 40.00
tingkat_loyalitas
Descriptives
Descriptive Statistics
Anti-image Matrices
Communalities
Initial Extraction
Zscore(adaptiveness_1) 1.000 .595
Zscore(adaptiveness_2) 1.000 .606
Zscore(adaptiveness_3) 1.000 .535
Zscore(adaptiveness_4) 1.000 .656
Zscore(Adaptiveness_5) 1.000 .675
Zscore(Adaptiveness_6) 1.000 .644
Zscore(Adaptiveness_7) 1.000 .724
Extraction Method: Principal Component Analysis.
Total Variance Explained
Component Matrixa
Compone
nt
1
Zscore(adaptiveness_1) .772
Zscore(adaptiveness_2) .778
Zscore(adaptiveness_3) .731
Zscore(adaptiveness_4) .810
Zscore(Adaptiveness_5) .822
Zscore(Adaptiveness_6) .803
Zscore(Adaptiveness_7) .851
Extraction Method: Principal Component Analysis.
a. 1 components extracted.
Compone
nt
1
Zscore(adaptiveness_1) .174
Zscore(adaptiveness_2) .175
Zscore(adaptiveness_3) .165
Zscore(adaptiveness_4) .183
Zscore(Adaptiveness_5) .185
Zscore(Adaptiveness_6) .181
Zscore(Adaptiveness_7) .192
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Communalities
Initial Extraction
Zscore(assurance_1) 1.000 .626
Zscore(assurance_2) 1.000 .685
Zscore(assurance_3) 1.000 .659
Zscore(Assurance_4) 1.000 .595
Extraction Method: Principal Component Analysis.
Component Matrixa
Compone
nt
1
Zscore(assurance_1) .791
Zscore(assurance_2) .828
Zscore(assurance_3) .812
Zscore(Assurance_4) .771
Extraction Method: Principal Component Analysis.
a. 1 components extracted.
Rotated Component Matrixa
Compone
nt
1
Zscore(assurance_1) .308
Zscore(assurance_2) .323
Zscore(assurance_3) .317
Zscore(Assurance_4) .301
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Communalities
Initial Extraction
Zscore(empathy_1) 1.000 .487
Zscore(empathy_2) 1.000 .688
Zscore(empathy_3) 1.000 .636
Zscore(empathy_4) 1.000 .769
Zscore(empathy_5) 1.000 .709
Zscore(empathy_6) 1.000 .702
Zscore(Empathy_7) 1.000 .573
Zscore(Empathy_8) 1.000 .653
Extraction Method: Principal Component Analysis.
Compone
nt
1
Zscore(empathy_1) .698
Zscore(empathy_2) .829
Zscore(empathy_3) .798
Zscore(empathy_4) .877
Zscore(empathy_5) .842
Zscore(empathy_6) .838
Zscore(Empathy_7) .757
Zscore(Empathy_8) .808
Extraction Method: Principal Component Analysis.
a. 1 components extracted.
Compone
nt
1
Zscore(empathy_1) .134
Zscore(empathy_2) .159
Zscore(empathy_3) .153
Zscore(empathy_4) .168
Zscore(empathy_5) .161
Zscore(empathy_6) .161
Zscore(Empathy_7) .145
Zscore(Empathy_8) .155
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Component Score Covariance Matrix
Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Anti-image Matrices
Communalities
Initial Extraction
Zscore(authority_1) 1.000 .864
Zscore(authority_2) 1.000 .816
Zscore(Authority_3) 1.000 .776
Extraction Method: Principal Component Analysis.
Total Variance Explained
Component Matrixa
Compone
nt
1
Zscore(authority_1) .930
Zscore(authority_2) .904
Zscore(Authority_3) .881
Extraction Method: Principal Component Analysis.
a. 1 components extracted.
Compone
nt
1
Zscore(authority_1) .378
Zscore(authority_2) .368
Zscore(Authority_3) .359
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Factor Analysis
Anti-image Matrices
Communalities
Initial Extraction
Zscore(overallservqual_1)
1.000 .849
Zscore(overallservqual_2)
1.000 .874
Zscore(overallservqual_3)
1.000 .795
Zscore(overallservqual_4)
1.000 .841
Component Matrixa
Compone
nt
1
Zscore(overallservqual_1)
.922
Zscore(overallservqual_2)
.935
Zscore(overallservqual_3)
.892
Zscore(overallservqual_4)
.917
Compone
nt
1
Zscore(overallservqual_1)
.274
Zscore(overallservqual_2)
.278
Zscore(overallservqual_3)
.265
Zscore(overallservqual_4)
.273
Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Scores.
Factor Analysis
Communalities
Initial Extraction
Zscore(loyalitas_1) 1.000 .818
Zscore(loyalitas_2) 1.000 .508
Zscore(loyalitas_3) 1.000 .735
Zscore(loyalitas_4) 1.000 .876
Zscore(loyalitas_5) 1.000 .846
Zscore(Loyalitas_6) 1.000 .632
Extraction Method: Principal Component Analysis.
Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings
Component Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative %
1 3.415 56.917 56.917 3.415 56.917 56.917 2.406 40.105 40.105
2 1.000 16.673 73.590 1.000 16.673 73.590 2.009 33.484 73.590
3 .718 11.970 85.560
4 .366 6.104 91.664
5 .333 5.557 97.221
6 .167 2.779 100.000
Extraction Method: Principal Component Analysis.
Component Matrixa
Component
1 2
Zscore(loyalitas_1) .707 .564
Zscore(loyalitas_2) .627 .339
Zscore(loyalitas_3) .818 -.257
Zscore(loyalitas_4) .843 -.407
Zscore(loyalitas_5) .824 -.409
Zscore(Loyalitas_6) .681 .409
Extraction Method: Principal Component Analysis.
a. 2 components extracted.
Component
1 2
Zscore(loyalitas_1) .175 .888
Zscore(loyalitas_2) .259 .664
Zscore(loyalitas_3) .790 .332
Zscore(loyalitas_4) .906 .234
Zscore(loyalitas_5) .893 .220
Zscore(Loyalitas_6) .256 .753
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 3 iterations.
Component 1 2
1 .763 .646
2 -.646 .763
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component Score Coefficient Matrix
Component
1 2
Zscore(loyalitas_1) -.207 .564
Zscore(loyalitas_2) -.079 .378
Zscore(loyalitas_3) .349 -.041
Zscore(loyalitas_4) .452 -.151
Zscore(loyalitas_5) .448 -.156
Zscore(Loyalitas_6) -.112 .441
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component 1 2
1 1.000 .000
2 .000 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Factor Analysis
Communalities
Initial Extraction
Zscore(loyalitas_1) 1.000 .459
Zscore(loyalitas_3) 1.000 .685
Zscore(loyalitas_4) 1.000 .740
Zscore(loyalitas_5) 1.000 .733
Zscore(Loyalitas_6) 1.000 .485
Extraction Method: Principal Component Analysis.
Compone
nt
1
Zscore(loyalitas_1) .678
Zscore(loyalitas_3) .828
Zscore(loyalitas_4) .860
Zscore(loyalitas_5) .856
Zscore(Loyalitas_6) .696
Extraction Method: Principal Component Analysis.
a. 1 components extracted.
Compone
nt
1
Zscore(loyalitas_1) .218
Zscore(loyalitas_3) .267
Zscore(loyalitas_4) .277
Zscore(loyalitas_5) .276
Zscore(Loyalitas_6) .224
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Reliability
Case Processing Summary
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.903 7
Item-Total Statistics
Scale Statistics
Reliability
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.813 4
Item-Total Statistics
Scale Statistics
Reliability
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.923 8
Item-Total Statistics
Scale Statistics
Reliability
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.889 3
Item-Total Statistics
Reliability
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.936 4
Item-Total Statistics
Zscore(overallservqual_2)
.0000000 7.589 .879 .907
Zscore(overallservqual_3)
.0000000 7.883 .811 .929
Zscore(overallservqual_4)
.0000000 7.711 .851 .916
Scale Statistics
N %
Cases Valid 100 100.0
Excludeda 0 .0
Total 100 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.844 5
Item-Total Statistics
Scale Statistics
Descriptive Statistics
Correlations
Overall
Service Adaptiveness Assurance Emphaty Authority
Quality REGR REGR factor REGR factor REGR REGR factor
factor score score score factor score score
Pearson Correlation Overall Service Quality
1.000 .640 .613 .674 .658
REGR factor score
Adaptiveness REGR
.640 1.000 .655 .762 .615
factor score
Assurance REGR
.613 .655 1.000 .666 .591
factor score
Emphaty REGR factor
.674 .762 .666 1.000 .696
score
Authority REGR factor
.658 .615 .591 .696 1.000
score
Sig. (1-tailed) Overall Service Quality
. .000 .000 .000 .000
REGR factor score
Adaptiveness REGR
.000 . .000 .000 .000
factor score
Assurance REGR
.000 .000 . .000 .000
factor score
Emphaty REGR factor
.000 .000 .000 . .000
score
Authority REGR factor
.000 .000 .000 .000 .
score
N Overall Service Quality
100 100 100 100 100
REGR factor score
Adaptiveness REGR
100 100 100 100 100
factor score
Assurance REGR
100 100 100 100 100
factor score
Emphaty REGR factor
100 100 100 100 100
score
Authority REGR factor
100 100 100 100 100
score
Model Summary
ANOVAb
Sum of
Model Squares df Mean Square F Sig.
1 Regression 55.576 4 13.894 30.397 .000a
Residual 43.424 95 .457
Total 99.000 99
a. Predictors: (Constant), Authority REGR factor score, Assurance REGR factor score
, Adaptiveness REGR factor score , Emphaty REGR factor score
b. Dependent Variable: Overall Service Quality REGR factor score
Variables Entered/Removedb
Variables Variables
Model Entered Removed Method
1 Authority
REGR
factor
score,
Assurance
REGR
factor
score ,
. Enter
Adaptivene
ss REGR
factor
score ,
Emphaty
REGR
factora
score
a. All requested variables entered.
b. Dependent Variable: Overall Service
Quality REGR factor score
Coefficientsa
Unstandardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) -3.1E-017 .068 .000 1.000
Adaptiveness
.180 .111 .180 1.626 .107
REGR factor score
Assurance REGR
.180 .098 .180 1.844 .068
factor score
Emphaty REGR
.213 .121 .213 1.766 .081
factor score
Authority REGR
.292 .098 .292 2.977 .004
factor score
a. Dependent Variable: Overall Service Quality REGR factor score
Regression
Descriptive Statistics
Correlations
Overall
Loyalitas Service
Merek REGR Quality REGR
factor score factor score
Pearson Correlation Loyalitas Merek REGR
1.000 .628
factor score
Overall Service Quality
.628 1.000
REGR factor score
Sig. (1-tailed) Loyalitas Merek REGR
. .000
factor score
Overall Service Quality
.000 .
REGR factor score
N Loyalitas Merek REGR
100 100
factor score
Overall Service Quality
100 100
REGR factor score
Variables Entered/Removedb
Variables Variables
Model Entered Removed Method
1 Overall
Service
Quality
. Enter
REGR
factora
score
a. All requested variables entered.
b. Dependent Variable: Loyalitas Merek
REGR factor score
Model Summary
ANOVAb
Sum of
Model Squares df Mean Square F Sig.
1 Regression 39.053 1 39.053 63.842 .000a
Residual 59.947 98 .612
Total 99.000 99
a. Predictors: (Constant), Overall Service Quality REGR factor score
b. Dependent Variable: Loyalitas Merek REGR factor score
Coefficientsa
Unstandardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) 2.38E-017 .078 .000 1.000
Overall Service Quality
.628 .079 .628 7.990 .000
REGR factor score
a. Dependent Variable: Loyalitas Merek REGR factor score
Regression
Descriptive Statistics
Correlations
Variables Variables
Model Entered Removed Method
1 Authority
REGR
factor
score,
Assurance
REGR
factor
score ,
. Enter
Adaptivene
ss REGR
factor
score ,
Emphaty
REGR
factora
score
a. All requested variables entered.
b. Dependent Variable: Loyalitas Merek
REGR factor score
Model Summary
ANOVAb
Sum of
Model Squares df Mean Square F Sig.
1 Regression 21.984 4 5.496 6.779 .000a
Residual 77.016 95 .811
Total 99.000 99
a. Predictors: (Constant), Authority REGR factor score, Assurance REGR factor score
, Adaptiveness REGR factor score , Emphaty REGR factor score
b. Dependent Variable: Loyalitas Merek REGR factor score
Coefficientsa
Unstandardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) -4.6E-018 .090 .000 1.000
Adaptiveness
-.039 .148 -.039 -.263 .793
REGR factor score
Assurance REGR
.237 .130 .237 1.825 .071
factor score
Emphaty REGR
.085 .161 .085 .527 .600
factor score
Authority REGR
.247 .131 .247 1.889 .062
factor score
a. Dependent Variable: Loyalitas Merek REGR factor score