Lampiran 3: Hasil Analisa

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

adaptiven adaptiven adaptiven adaptiven Adaptiven Adaptiven Adaptiven

ess_1 ess_2 ess_3 ess_4 ess_5 ess_6 ess_7
N Valid 100 100 100 100 100 100 100
Missing 0 0 0 0 0 0 0
Mean 5.5900 5.6700 5.2100 5.0600 4.9000 4.8300 4.9200
Median 6.0000 6.0000 5.0000 5.0000 5.0000 5.0000 5.0000
Mode 6.00 6.00 6.00 6.00 6.00 6.00 6.00
Std. Deviation 1.15553 1.03529 1.20851 1.30128 1.40346 1.30310 1.33091
Minimum 2.00 3.00 2.00 2.00 2.00 1.00 2.00
Maximum 7.00 7.00 7.00 7.00 7.00 7.00 7.00
Percentiles 25 5.0000 5.0000 4.0000 4.0000 4.0000 4.0000 4.0000
50 6.0000 6.0000 5.0000 5.0000 5.0000 5.0000 5.0000
75 6.0000 6.0000 6.0000 6.0000 6.0000 6.0000 6.0000

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

N Minimum Maximum Mean Std. Deviation

adaptiveness_1 100 2.00 7.00 5.5900 1.15553
adaptiveness_2 100 3.00 7.00 5.6700 1.03529
adaptiveness_3 100 2.00 7.00 5.2100 1.20851
adaptiveness_4 100 2.00 7.00 5.0600 1.30128
Adaptiveness_5 100 2.00 7.00 4.9000 1.40346
Adaptiveness_6 100 1.00 7.00 4.8300 1.30310
Adaptiveness_7 100 2.00 7.00 4.9200 1.33091
Valid N (listwise) 100

Frequencies
 Statistics

assurance_1 assurance_2 assurance_3 Assurance_4

N Valid 100 100 100 100
Missing 0 0 0 0
Mean 5.5600 5.2900 4.9000 4.6900
Median 6.0000 6.0000 5.0000 5.0000
Mode 6.00 6.00 6.00 4.00
Std. Deviation 1.21705 1.30496 1.23501 1.27679
Minimum 2.00 2.00 2.00 1.00
Maximum 7.00 7.00 7.00 7.00
Percentiles 25 5.0000 4.0000 4.0000 4.0000
50 6.0000 6.0000 5.0000 5.0000
75 6.0000 6.0000 6.0000 6.0000

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

empathy_1 empathy_2 empathy_3 empathy_4 empathy_5 empathy_6 Empathy_7 Empathy_8

N Valid 100 100 100 100 100 100 100 100
Missing 0 0 0 0 0 0 0 0
Mean 5.1400 5.0600 4.6700 5.0100 5.0200 4.9100 4.5300 4.6300
Median 6.0000 5.0000 5.0000 5.0000 5.0000 5.0000 5.0000 5.0000
Mode 6.00 6.00 6.00 6.00 6.00 6.00 5.00 5.00
Std. Deviation 1.70572 1.34705 1.44289 1.29876 1.32558 1.35658 1.33678 1.43305
Minimum 1.00 2.00 1.00 1.00 1.00 1.00 1.00 1.00
Maximum 7.00 7.00 7.00 7.00 7.00 7.00 7.00 7.00
Percentiles 25 4.0000 4.0000 4.0000 4.0000 4.0000 4.0000 4.0000 4.0000
50 6.0000 5.0000 5.0000 5.0000 5.0000 5.0000 5.0000 5.0000
75 6.0000 6.0000 6.0000 6.0000 6.0000 6.0000 5.7500 6.0000

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

authority_1 authority_2 Authority_3

N Valid 100 100 100
Missing 0 0 0
Mean 5.0900 4.9300 5.0300
Median 5.0000 5.0000 5.0000
Mode 6.00 6.00 6.00
Std. Deviation 1.30341 1.37991 1.29845
Minimum 2.00 1.00 2.00
Maximum 7.00 7.00 7.00
Percentiles 25 4.0000 4.0000 4.0000
50 5.0000 5.0000 5.0000
75 6.0000 6.0000 6.0000

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

overallser overallser overallser overallser

vqual_1 vqual_2 vqual_3 vqual_4
N Valid 100 100 100 100
Missing 0 0 0 0
Mean 5.2100 5.1800 5.1100 4.6600
Median 6.0000 5.5000 5.0000 5.0000
Mode 6.00 6.00 6.00 6.00
Std. Deviation 1.33557 1.30562 1.33254 1.48542
Minimum 2.00 2.00 2.00 1.00
Maximum 7.00 7.00 7.00 7.00
Percentiles 25 4.0000 4.0000 4.0000 4.0000
50 6.0000 5.5000 5.0000 5.0000
75 6.0000 6.0000 6.0000 6.0000

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

loyalitas_1 loyalitas_2 loyalitas_3 loyalitas_4 loyalitas_5 Loyalitas_6

N Valid 100 100 100 100 100 100
Missing 0 0 0 0 0 0
Mean 5.3900 5.3800 4.5200 4.2300 4.5500 4.7000
Median 6.0000 6.0000 5.0000 4.0000 5.0000 5.0000
Mode 6.00 6.00 4.00 4.00 6.00 4.00
Std. Deviation 1.29408 1.33923 1.50742 1.48973 1.56589 1.70856
Minimum 2.00 2.00 1.00 1.00 1.00 1.00
Maximum 7.00 7.00 7.00 7.00 7.00 7.00
Percentiles 25 4.2500 4.0000 4.0000 3.0000 4.0000 4.0000
50 6.0000 6.0000 5.0000 4.0000 5.0000 5.0000
75 6.0000 6.0000 6.0000 5.0000 6.0000 6.0000

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

N Minimum Maximum Mean Std. Deviation

adaptiveness_1 100 2.00 7.00 5.5900 1.15553
adaptiveness_2 100 3.00 7.00 5.6700 1.03529
adaptiveness_3 100 2.00 7.00 5.2100 1.20851
adaptiveness_4 100 2.00 7.00 5.0600 1.30128
Adaptiveness_5 100 2.00 7.00 4.9000 1.40346
Adaptiveness_6 100 1.00 7.00 4.8300 1.30310
Adaptiveness_7 100 2.00 7.00 4.9200 1.33091
assurance_1 100 2.00 7.00 5.5600 1.21705
assurance_2 100 2.00 7.00 5.2900 1.30496
assurance_3 100 2.00 7.00 4.9000 1.23501
Assurance_4 100 1.00 7.00 4.6900 1.27679
empathy_1 100 1.00 7.00 5.1400 1.70572
empathy_2 100 2.00 7.00 5.0600 1.34705
empathy_3 100 1.00 7.00 4.6700 1.44289
empathy_4 100 1.00 7.00 5.0100 1.29876
empathy_5 100 1.00 7.00 5.0200 1.32558
empathy_6 100 1.00 7.00 4.9100 1.35658
Empathy_7 100 1.00 7.00 4.5300 1.33678
Empathy_8 100 1.00 7.00 4.6300 1.43305
authority_1 100 2.00 7.00 5.0900 1.30341
authority_2 100 1.00 7.00 4.9300 1.37991
Authority_3 100 2.00 7.00 5.0300 1.29845
overallservqual_1 100 2.00 7.00 5.2100 1.33557
overallservqual_2 100 2.00 7.00 5.1800 1.30562
overallservqual_3 100 2.00 7.00 5.1100 1.33254
overallservqual_4 100 1.00 7.00 4.6600 1.48542
loyalitas_1 100 2.00 7.00 5.3900 1.29408
loyalitas_2 100 2.00 7.00 5.3800 1.33923
loyalitas_3 100 1.00 7.00 4.5200 1.50742
loyalitas_4 100 1.00 7.00 4.2300 1.48973
loyalitas_5 100 1.00 7.00 4.5500 1.56589
Loyalitas_6 100 1.00 7.00 4.7000 1.70856
Valid N (listwise) 100
Factor Analysis

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy. .834

Bartlett's Test of Approx. Chi-Square 437.129

Sphericity df 21
Sig. .000

Anti-image Matrices

Zscore(adap Zscore(adap Zscore(adap Zscore(adap Zscore(Adap Zscore(Adap Zscore(Adap

tiveness_1) tiveness_2) tiveness_3) tiveness_4) tiveness_5) tiveness_6) tiveness_7)
Anti-image Covariance Zscore(adaptiveness_1) .313 -.216 -.056 .079 -.069 -.029 -.034
Zscore(adaptiveness_2) -.216 .312 -.029 -.103 .054 .006 -.014
Zscore(adaptiveness_3) -.056 -.029 .572 -.035 -.062 .009 -.091
Zscore(adaptiveness_4) .079 -.103 -.035 .332 -.092 -.186 -.013
Zscore(Adaptiveness_5) -.069 .054 -.062 -.092 .369 -.016 -.153
Zscore(Adaptiveness_6) -.029 .006 .009 -.186 -.016 .369 -.082
Zscore(Adaptiveness_7) -.034 -.014 -.091 -.013 -.153 -.082 .345
Anti-image Correlation Zscore(adaptiveness_1) .757a -.691 -.132 .245 -.203 -.085 -.103
Zscore(adaptiveness_2) -.691 .760a -.068 -.321 .159 .017 -.042
Zscore(adaptiveness_3) -.132 -.068 .948a -.081 -.135 .020 -.204
Zscore(adaptiveness_4) .245 -.321 -.081 .801a -.263 -.530 -.039
Zscore(Adaptiveness_5) -.203 .159 -.135 -.263 .863a -.044 -.430
Zscore(Adaptiveness_6) -.085 .017 .020 -.530 -.044 .857a -.229
Zscore(Adaptiveness_7) -.103 -.042 -.204 -.039 -.430 -.229 .888a
a. Measures of Sampling Adequacy(MSA)

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

Initial Eigenvalues Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total % of Variance Cumulative %
1 4.435 63.362 63.362 4.435 63.362 63.362
2 .849 12.135 75.497
3 .599 8.552 84.049
4 .437 6.246 90.295
5 .283 4.048 94.344
6 .241 3.436 97.779
7 .155 2.221 100.000
Extraction Method: Principal Component Analysis.

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.

Rotated Component Matrixa

a. Only one component was extracted.

The solution cannot be rotated.
Component Score Coefficient Matrix

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 Score Covariance Matrix

Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.

Component Scores.

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy. .690

Bartlett's Test of Approx. Chi-Square 157.777

Sphericity df 6
Sig. .000
 Anti-image Matrices

Zscore(ass Zscore(ass Zscore(ass Zscore(Ass

urance_1) urance_2) urance_3) urance_4)
Anti-image Covariance Zscore(assurance_1) .483 -.292 -.054 -.013
Zscore(assurance_2) -.292 .451 -.075 -.056
Zscore(assurance_3) -.054 -.075 .495 -.297
Zscore(Assurance_4) -.013 -.056 -.297 .533
Anti-image Correlation Zscore(assurance_1) .676a -.625 -.110 -.025
Zscore(assurance_2) -.625 .685a -.158 -.115
Zscore(assurance_3) -.110 -.158 .704a -.578
Zscore(Assurance_4) -.025 -.115 -.578 .693a
a. Measures of Sampling Adequacy(MSA)

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.

Total Variance Explained

Initial Eigenvalues Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total % of Variance Cumulative %
1 2.565 64.134 64.134 2.565 64.134 64.134
2 .825 20.614 84.747
3 .324 8.107 92.855
4 .286 7.145 100.000
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

a. Only one component was extracted.

The solution cannot be rotated.

Component Score Coefficient Matrix

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 Score Covariance Matrix

Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.

Component Scores.

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy. .876

Bartlett's Test of Approx. Chi-Square 580.274

Sphericity df 28
Sig. .000
 Anti-image Matrices

Zscore(em Zscore(em Zscore(em Zscore(em Zscore(em Zscore(em Zscore(E Zscore(E

pathy_1) pathy_2) pathy_3) pathy_4) pathy_5) pathy_6) mpathy_7) mpathy_8)
Anti-image Covariance Zscore(empathy_1) .479 -.160 -.074 -.072 .027 .042 -.007 -.020
Zscore(empathy_2) -.160 .334 -.124 -.036 -.023 -.008 .003 -.035
Zscore(empathy_3) -.074 -.124 .416 -.033 -.025 -.021 .020 -.039
Zscore(empathy_4) -.072 -.036 -.033 .260 -.081 -.083 -.089 .051
Zscore(empathy_5) .027 -.023 -.025 -.081 .271 -.126 -.008 -.014
Zscore(empathy_6) .042 -.008 -.021 -.083 -.126 .261 .042 -.080
Zscore(Empathy_7) -.007 .003 .020 -.089 -.008 .042 .353 -.206
Zscore(Empathy_8) -.020 -.035 -.039 .051 -.014 -.080 -.206 .302
Anti-image Correlation Zscore(empathy_1) .882a -.400 -.166 -.205 .075 .118 -.016 -.052
Zscore(empathy_2) -.400 .900a -.333 -.122 -.077 -.028 .010 -.111
Zscore(empathy_3) -.166 -.333 .935a -.101 -.073 -.065 .053 -.109
Zscore(empathy_4) -.205 -.122 -.101 .890a -.305 -.320 -.295 .181
Zscore(empathy_5) .075 -.077 -.073 -.305 .894a -.473 -.027 -.050
Zscore(empathy_6) .118 -.028 -.065 -.320 -.473 .864a .139 -.283
Zscore(Empathy_7) -.016 .010 .053 -.295 -.027 .139 .816a -.631
Zscore(Empathy_8) -.052 -.111 -.109 .181 -.050 -.283 -.631 .828a
a. Measures of Sampling Adequacy(MSA)

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.

Total Variance Explained

Initial Eigenvalues Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total % of Variance Cumulative %
1 5.217 65.208 65.208 5.217 65.208 65.208
2 .849 10.608 75.816
3 .679 8.490 84.305
4 .387 4.832 89.138
5 .279 3.485 92.622
6 .254 3.173 95.795
7 .187 2.340 98.135
8 .149 1.865 100.000
Extraction Method: Principal Component Analysis.
 Component Matrixa

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.

Rotated Component Matrixa

a. Only one component was extracted.

The solution cannot be rotated.

Component Score Coefficient Matrix

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.

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy. .729

Bartlett's Test of Approx. Chi-Square 172.179

Sphericity df 3
Sig. .000

Anti-image Matrices

Zscore(aut Zscore(aut Zscore(Aut

hority_1) hority_2) hority_3)
Anti-image Covariance Zscore(authority_1) .306 -.195 -.167
Zscore(authority_2) -.195 .367 -.088
Zscore(Authority_3) -.167 -.088 .441
Anti-image Correlation Zscore(authority_1) .678a -.583 -.454
Zscore(authority_2) -.583 .732a -.218
Zscore(Authority_3) -.454 -.218 .795a
a. Measures of Sampling Adequacy(MSA)

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

Initial Eigenvalues Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total % of Variance Cumulative %
1 2.456 81.882 81.882 2.456 81.882 81.882
2 .340 11.334 93.216
3 .204 6.784 100.000
Extraction Method: Principal Component Analysis.

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.

Rotated Component Matrixa

a. Only one component was extracted.

The solution cannot be rotated.

Component Score Coefficient Matrix

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 Score Covariance Matrix

Component 1
1 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.

Component Scores.
Factor Analysis

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy. .840

Bartlett's Test of Approx. Chi-Square 347.124

Sphericity df 6
Sig. .000

Anti-image Matrices

Zscore(overall Zscore(overall Zscore(overall Zscore(overall

servqual_1) servqual_2) servqual_3) servqual_4)
Anti-image Covariance Zscore(overallservqual_1)
.228 -.129 -.028 -.057
Zscore(overallservqual_2)
-.129 .203 -.058 -.060
Zscore(overallservqual_3)
-.028 -.058 .331 -.125
Zscore(overallservqual_4)
-.057 -.060 -.125 .274

Anti-image Correlation Zscore(overallservqual_1) a

.818 -.599 -.103 -.226
Zscore(overallservqual_2) a
-.599 .805 -.226 -.253
Zscore(overallservqual_3) a
-.103 -.226 .880 -.417
Zscore(overallservqual_4) a
-.226 -.253 -.417 .865

a. Measures of Sampling Adequacy(MSA)

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

Extraction Method: Principal Component Analysis.

 Total Variance Explained

Initial Eigenvalues Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total % of Variance Cumulative %
1 3.360 83.988 83.988 3.360 83.988 83.988
2 .302 7.560 91.549
3 .205 5.114 96.662
4 .134 3.338 100.000
Extraction Method: Principal Component Analysis.

Component Matrixa

Compone
nt
1
Zscore(overallservqual_1)
.922
Zscore(overallservqual_2)
.935
Zscore(overallservqual_3)
.892
Zscore(overallservqual_4)
.917

Extraction Method: Principal Component Analysis.

a. 1 components extracted.

Rotated Component Matrixa

a. Only one component was extracted.

The solution cannot be rotated.
 Component Score Coefficient Matrix

Compone
nt
1
Zscore(overallservqual_1)
.274

Zscore(overallservqual_2)
.278

Zscore(overallservqual_3)
.265

Zscore(overallservqual_4)
.273

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.

Factor Analysis

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy. .772

Bartlett's Test of Approx. Chi-Square 288.173

Sphericity df 15
Sig. .000
 Anti-image Matrices

Zscore(lo Zscore(lo Zscore(lo Zscore(lo Zscore(lo Zscore(Lo

yalitas_1) yalitas_2) yalitas_3) yalitas_4) yalitas_5) yalitas_6)
Anti-image Covariance Zscore(loyalitas_1) .509 -.210 -.043 -.029 .031 -.269
Zscore(loyalitas_2) -.210 .681 -.075 -.058 .022 .036
Zscore(loyalitas_3) -.043 -.075 .453 -.119 -.059 -.044
Zscore(loyalitas_4) -.029 -.058 -.119 .273 -.189 .043
Zscore(loyalitas_5) .031 .022 -.059 -.189 .300 -.103
Zscore(Loyalitas_6) -.269 .036 -.044 .043 -.103 .560
Anti-image Correlation Zscore(loyalitas_1) .730a -.358 -.089 -.077 .080 -.505
Zscore(loyalitas_2) -.358 .823a -.134 -.134 .048 .058
Zscore(loyalitas_3) -.089 -.134 .893a -.338 -.159 -.087
Zscore(loyalitas_4) -.077 -.134 -.338 .734a -.661 .109
Zscore(loyalitas_5) .080 .048 -.159 -.661 .742a -.250
Zscore(Loyalitas_6) -.505 .058 -.087 .109 -.250 .741a
a. Measures of Sampling Adequacy(MSA)

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.

Total Variance Explained

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.

Rotated Component Matrixa

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 Transformation Matrix

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 Score Covariance Matrix

Component 1 2
1 1.000 .000
2 .000 1.000
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.

Factor Analysis

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
Adequacy. .746

Bartlett's Test of Approx. Chi-Square 252.074

Sphericity df 10
Sig. .000
 Anti-image Matrices

Zscore(lo Zscore(lo Zscore(lo Zscore(lo Zscore(Lo

yalitas_1) yalitas_3) yalitas_4) yalitas_5) yalitas_6)
Anti-image Covariance Zscore(loyalitas_1) .584 -.077 -.054 .044 -.297
Zscore(loyalitas_3) -.077 .461 -.130 -.058 -.041
Zscore(loyalitas_4) -.054 -.130 .278 -.191 .047
Zscore(loyalitas_5) .044 -.058 -.191 .301 -.104
Zscore(Loyalitas_6) -.297 -.041 .047 -.104 .562
Anti-image Correlation Zscore(loyalitas_1) .723a -.148 -.135 .104 -.519
Zscore(loyalitas_3) -.148 .874 a -.363 -.154 -.080
Zscore(loyalitas_4) -.135 -.363 .708a -.661 .118
Zscore(loyalitas_5) .104 -.154 -.661 .727a -.254
Zscore(Loyalitas_6) -.519 -.080 .118 -.254 .714a
a. Measures of Sampling Adequacy(MSA)

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.

Total Variance Explained

Initial Eigenvalues Extraction Sums of Squared Loadings

Component Total % of Variance Cumulative % Total % of Variance Cumulative %
1 3.102 62.049 62.049 3.102 62.049 62.049
2 .958 19.167 81.217
3 .425 8.506 89.723
4 .346 6.926 96.649
5 .168 3.351 100.000
Extraction Method: Principal Component Analysis.
 Component Matrixa

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.

Rotated Component Matrixa

a. Only one component was extracted.

The solution cannot be rotated.

Component Score Coefficient Matrix

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 Score Covariance Matrix

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 Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
Zscore(adaptiveness_1) .0000000 23.349 .687 .892
Zscore(adaptiveness_2) .0000000 23.279 .696 .891
Zscore(adaptiveness_3) .0000000 23.765 .639 .897
Zscore(adaptiveness_4) .0000000 23.010 .728 .887
Zscore(Adaptiveness_5) .0000000 22.891 .742 .885
Zscore(Adaptiveness_6) .0000000 23.093 .718 .888
Zscore(Adaptiveness_7) .0000000 22.575 .781 .881

Scale Statistics

Mean Variance Std. Deviation N of Items

.0000000 30.992 5.56708098 7

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
.813 4

Item-Total Statistics

Scale Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
Zscore(assurance_1) .0000000 6.193 .615 .773
Zscore(assurance_2) .0000000 5.984 .669 .748
Zscore(assurance_3) .0000000 6.053 .651 .757
Zscore(Assurance_4) .0000000 6.280 .594 .783

Scale Statistics

Mean Variance Std. Deviation N of Items

.0000000 10.255 3.20238775 4

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
.923 8
 Item-Total Statistics

Scale Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
Zscore(empathy_1) .0000000 33.423 .619 .922
Zscore(empathy_2) .0000000 31.858 .772 .910
Zscore(empathy_3) .0000000 32.270 .731 .914
Zscore(empathy_4) .0000000 31.330 .826 .906
Zscore(empathy_5) .0000000 31.806 .777 .910
Zscore(empathy_6) .0000000 31.866 .771 .910
Zscore(Empathy_7) .0000000 32.764 .682 .917
Zscore(Empathy_8) .0000000 32.131 .745 .912

Scale Statistics

Mean Variance Std. Deviation N of Items

.0000000 41.574 6.44782245 8

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
.889 3

Item-Total Statistics

Scale Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
Zscore(authority_1) .0000000 3.333 .831 .800
Zscore(authority_2) .0000000 3.465 .779 .846
Zscore(Authority_3) .0000000 3.568 .741 .879
 Scale Statistics

Mean Variance Std. Deviation N of Items

.0000000 7.366 2.71407148 3

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
.936 4

Item-Total Statistics

Scale Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
Zscore(overallservqual_1)
.0000000 7.685 .857 .914

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

Mean Variance Std. Deviation N of Items

.0000000 13.435 3.66531305 4
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
.844 5

Item-Total Statistics

Scale Corrected Cronbach's

Scale Mean if Variance if Item-Total Alpha if Item
Item Deleted Item Deleted Correlation Deleted
Zscore(loyalitas_1) .0000000 10.823 .544 .841
Zscore(loyalitas_3) .0000000 10.009 .694 .800
Zscore(loyalitas_4) .0000000 9.827 .730 .791
Zscore(loyalitas_5) .0000000 9.841 .727 .791
Zscore(Loyalitas_6) .0000000 10.705 .565 .835

Scale Statistics

Mean Variance Std. Deviation N of Items

.0000000 15.402 3.92450483 5
Regression

Descriptive Statistics

Mean Std. Deviation N

Overall Service Quality
.0000000 1.00000000 100
REGR factor score
Adaptiveness REGR
.0000000 1.00000000 100
factor score
Assurance REGR
.0000000 1.00000000 100
factor score
Emphaty REGR factor
.0000000 1.00000000 100
score
Authority REGR factor
.0000000 1.00000000 100
score

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

Adjusted Std. Error of

Model R R Square R Square the Estimate
1 .749a .561 .543 .67608606
a. Predictors: (Constant), Authority REGR factor score,
Assurance REGR factor score , Adaptiveness REGR
factor score , Emphaty REGR factor score

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

Mean Std. Deviation N

Loyalitas Merek REGR
.0000000 1.00000000 100
factor score
Overall Service Quality
.0000000 1.00000000 100
REGR factor score

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

Adjusted Std. Error of

Model R R Square R Square the Estimate
1 .628a .394 .388 .78211807
a. Predictors: (Constant), Overall Service Quality REGR
factor score

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

Mean Std. Deviation N

Loyalitas Merek
.0000000 1.00000000 100
REGR factor score
Adaptiveness
.0000000 1.00000000 100
REGR factor score
Assurance REGR
.0000000 1.00000000 100
factor score
Emphaty REGR
.0000000 1.00000000 100
factor score
Authority REGR
.0000000 1.00000000 100
factor score

Correlations

Loyalitas Adaptiveness Assurance Emphaty Authority

Merek REGR REGR factor REGR factor REGR REGR factor
factor score score score factor score score
Pearson Correlation Loyalitas Merek
1.000 .333 .414 .385 .422
REGR factor score
Adaptiveness
.333 1.000 .655 .762 .615
REGR factor score
Assurance REGR
.414 .655 1.000 .666 .591
factor score
Emphaty REGR
.385 .762 .666 1.000 .696
factor score
Authority REGR
.422 .615 .591 .696 1.000
factor score
Sig. (1-tailed) Loyalitas Merek
. .000 .000 .000 .000
REGR factor score
Adaptiveness
.000 . .000 .000 .000
REGR factor score
Assurance REGR
.000 .000 . .000 .000
factor score
Emphaty REGR
.000 .000 .000 . .000
factor score
Authority REGR
.000 .000 .000 .000 .
factor score
N Loyalitas Merek
100 100 100 100 100
REGR factor score
Adaptiveness
100 100 100 100 100
REGR factor score
Assurance REGR
100 100 100 100 100
factor score
Emphaty REGR
100 100 100 100 100
factor score
Authority REGR
100 100 100 100 100
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: Loyalitas Merek
REGR factor score

Model Summary

Adjusted Std. Error of

Model R R Square R Square the Estimate
1 .471a .222 .189 .90038481
a. Predictors: (Constant), Authority REGR factor score,
Assurance REGR factor score , Adaptiveness REGR
factor score , Emphaty REGR factor score

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