DATE: 8/30/2016

TIME: 9:06

L I S R E L

8.80

BY
Karl G. Jreskog and Dag Srbom

This program is published exclusively by

Scientific Software International, Inc.
7383 N. Lincoln Avenue, Suite 100
Lincolnwood, IL 60712, U.S.A.
Phone: (800)247-6113, (847)675-0720, Fax: (847)675-2140
Copyright by Scientific Software International, Inc., 1981-2006
Use of this program is subject to the terms specified in the
Universal Copyright Convention.
Website: www.ssicentral.com

The following lines were read from file

model.spj:
Sample Size = 215
Latent Variables SQ CS CL
Relationships
Tangible Responsi Assuranc
STAccess STCommun STCompet
CS
Commitme Repurcha Cross_Bu
CS = SQ
CL = SQ
CL = CS
CL = SQ CS
Path Diagram
ErrRTF: Unknown Block Style
End of Problem
Sample Size =

C:\Users\Andrewan\Desktop\full

Reliabil Empathy = SQ
STCourte STReliab STSecuri STTangib STUnders =
WOM = CL

215

Covariance Matrix
STAccess
STCommun
STCompet
STCourte
STReliab

STAccess
0.39
0.18
0.19
0.10
0.16

STCommun

STCompet

STCourte

STReliab

0.36
0.27
0.21
0.21

0.41
0.22
0.25

0.40
0.23

0.37

STSecuri

STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM
Tangible
Responsi
Assuranc
Reliabil
Empathy

0.18
0.15
0.15
0.18
0.13
0.15
0.17
0.14
0.13
0.16
0.17
0.19

0.19
0.17
0.19
0.15
0.13
0.16
0.13
0.15
0.16
0.16
0.20
0.18

0.20
0.23
0.21
0.14
0.12
0.14
0.14
0.14
0.16
0.18
0.25
0.18

0.20
0.22
0.17
0.09
0.12
0.12
0.08
0.15
0.14
0.14
0.18
0.18

0.18
0.23
0.22
0.11
0.14
0.14
0.12
0.14
0.15
0.14
0.25
0.18

0.35
0.19
0.17
0.15
0.12
0.13
0.13
0.14
0.09
0.19
0.17
0.19

STUnders

Commitme

Repurcha

Cross_Bu

WOM

0.30
0.12
0.12
0.13
0.12
0.10
0.10
0.12
0.18
0.16

0.48
0.26
0.24
0.25
0.13
0.09
0.16
0.12
0.10

0.39
0.25
0.22
0.11
0.10
0.14
0.15
0.12

0.38
0.24
0.13
0.09
0.12
0.16
0.14

0.46
0.15
0.09
0.13
0.13
0.11

Responsi

Assuranc

Reliabil

Empathy

0.36
0.11
0.18
0.15

0.31
0.20
0.19

0.53
0.23

0.38

Covariance Matrix (continued)

STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM
Tangible
Responsi
Assuranc
Reliabil
Empathy

STTangib
0.39
0.20
0.13
0.12
0.11
0.16
0.19
0.11
0.16
0.21
0.16

Covariance Matrix (continued)

Tangible
Responsi
Assuranc
Reliabil
Empathy

Tangible
0.32
0.16
0.15
0.16
0.15

Number of Iterations = 17

LISREL Estimates (Maximum Likelihood)

Measurement Equations
STAccess = 0.37*CS, Errorvar.= 0.26
(0.026)
9.87

, R = 0.34

STCommun = 0.46*CS, Errorvar.= 0.15

(0.054)
(0.016)
8.67
9.01

, R = 0.60

STCompet = 0.51*CS, Errorvar.= 0.15

(0.058)
(0.017)
8.87
8.73

, R = 0.64

STCourte = 0.44*CS, Errorvar.= 0.21

(0.055)
(0.022)
8.05
9.52

, R = 0.48

STReliab = 0.48*CS, Errorvar.= 0.15

(0.055)
(0.016)
8.73
8.93

, R = 0.61

STSecuri = 0.42*CS, Errorvar.= 0.17

(0.051)
(0.019)
8.20
9.43

, R = 0.50

STTangib = 0.45*CS, Errorvar.= 0.19

(0.054)
(0.020)
8.27
9.38

, R = 0.52

STUnders = 0.41*CS, Errorvar.= 0.13

(0.048)
(0.014)
8.52
9.17

, R = 0.56

Commitme = 0.51*CL, Errorvar.= 0.23

(0.027)
8.40

, R = 0.53

Repurcha = 0.49*CL, Errorvar.= 0.15

(0.047)
(0.020)
10.52
7.40

, R = 0.63

Cross_Bu = 0.50*CL, Errorvar.= 0.13

(0.047)
(0.019)
10.67
7.09

, R = 0.65

WOM = 0.47*CL, Errorvar.= 0.23

(0.050)
(0.027)
9.39
8.70

, R = 0.49

Tangible = 0.36*SQ, Errorvar.= 0.18

(0.036)
(0.020)
9.97
9.28

, R = 0.41

Responsi = 0.34*SQ, Errorvar.= 0.25

(0.040)
(0.026)
8.34
9.67

, R = 0.31

Assuranc = 0.40*SQ, Errorvar.= 0.15

(0.035)
(0.017)
11.52
8.71

, R = 0.52

Reliabil = 0.51*SQ, Errorvar.= 0.27

(0.046)
(0.031)
10.99
8.94

, R = 0.48

Empathy = 0.44*SQ, Errorvar.= 0.18

(0.038)
(0.021)
11.56
8.69
Structural Equations

, R = 0.52

CS = 0.89*SQ, Errorvar.= 0.22

(0.11)
(0.065)
8.42
3.33

, R = 0.78

CL = 0.14*CS + 0.50*SQ, Errorvar.= 0.60 , R = 0.40

(0.21)
(0.22)
(0.11)
0.68
2.29
5.32

Reduced Form Equations

= 0.89*SQ,
8.42
CL

Errorvar.=
=
(0.085)
7.38

0.22, R =
0.63*SQ,

Errorvar.=

Correlation Matrix of Independent Variables

SQ
1.00
Covariance Matrix of Latent Variables
CS
CL
SQ

CS
1.00
0.59
0.89

CL

SQ

1.00
0.63

1.00

Goodness of Fit Statistics

Degrees of Freedom = 116
Minimum Fit Function Chi-Square = 261.49 (P = 0.00)
Normal Theory Weighted Least Squares Chi-Square = 260.00 (P = 0.00)
Estimated Non-centrality Parameter (NCP) = 144.00
90 Percent Confidence Interval for NCP = (101.06 ; 194.67)
Minimum Fit Function Value = 1.22
Population Discrepancy Function Value (F0) = 0.67
90 Percent Confidence Interval for F0 = (0.47 ; 0.91)
Root Mean Square Error of Approximation (RMSEA) = 0.076
90 Percent Confidence Interval for RMSEA = (0.064 ; 0.089)
P-Value for Test of Close Fit (RMSEA < 0.05) = 0.00041
Expected Cross-Validation Index (ECVI) = 1.56
90 Percent Confidence Interval for ECVI = (1.36 ; 1.80)
ECVI for Saturated Model = 1.43
ECVI for Independence Model = 25.35
Chi-Square for Independence Model with 136 Degrees of Freedom = 5390.28
Independence AIC = 5424.28
Model AIC = 334.00
Saturated AIC = 306.00

Independence CAIC = 5498.58

Model CAIC = 495.72
Saturated CAIC = 974.71
Normed Fit Index (NFI) = 0.95
Non-Normed Fit Index (NNFI) = 0.97
Parsimony Normed Fit Index (PNFI) = 0.81
Comparative Fit Index (CFI) = 0.97
Incremental Fit Index (IFI) = 0.97
Relative Fit Index (RFI) = 0.94
Critical N (CN) = 127.31
Root Mean Square Residual (RMR) = 0.020
Standardized RMR = 0.052
Goodness of Fit Index (GFI) = 0.87
Adjusted Goodness of Fit Index (AGFI) = 0.84
Parsimony Goodness of Fit Index (PGFI) = 0.66
The Modification Indices Suggest to Add the
Path to
STAccess CL

from

Decrease in Chi-Square
9.9 0.16

New Estimate

The Modification Indices Suggest to Add an Error Covariance

Between
STCompet
STCourte
STTangib
Tangible
Tangible
Responsi
Assuranc
Assuranc
Reliabil

and
STCommun
STAccess
STCommun
STTangib
STUnders
STSecuri
STReliab
STSecuri
STReliab

Decrease in Chi-Square
10.4
18.9
13.3
18.2
8.1
7.9
9.8
18.3
10.7

Standardized Solution
LAMBDA-Y
STAccess
STCommun
STCompet
STCourte
STReliab
STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM

CS
0.37
0.46
0.51
0.44
0.48
0.42
0.45
0.41
-----

CL
--------0.51
0.49
0.50
0.47

New Estimate
0.04
-0.07
-0.05
0.06
-0.03
-0.04
-0.04
0.05
0.05

LAMBDA-X
SQ
0.36
0.34
0.40
0.51
0.44

Tangible
Responsi
Assuranc
Reliabil
Empathy
BETA

CS
-0.14

CS
CL

CL
---

GAMMA
SQ
0.89
0.50

CS
CL

Correlation Matrix of ETA and KSI

CS
1.00
0.59
0.89

CS
CL
SQ

CL

SQ

1.00
0.63

1.00

PSI
Note: This matrix is diagonal.
CS
0.22 0.60

CL

Regression Matrix ETA on KSI (Standardized)

CS
CL

SQ
0.89
0.63

Completely Standardized Solution

LAMBDA-Y
STAccess
STCommun
STCompet
STCourte
STReliab

CS
0.59
0.77
0.80
0.69
0.78

CL
------

STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM

0.71
0.72
0.75
-----

---0.73
0.79
0.81
0.70

LAMBDA-X
SQ
0.64
0.56
0.72
0.69
0.72

Tangible
Responsi
Assuranc
Reliabil
Empathy
BETA

CS
-0.14

CS
CL

CL
---

GAMMA
SQ
0.89
0.50

CS
CL

Correlation Matrix of ETA and KSI

CS
1.00
0.59
0.89

CS
CL
SQ

CL

SQ

1.00
0.63

1.00

PSI
Note: This matrix is diagonal.
CS
0.22 0.60

CL

THETA-EPS
STAccess
STCommun
STCompet
STCourte
STReliab
STSecuri
0.66 0.40
0.36
0.52
0.39
0.50
THETA-EPS (continued)
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
0.48 0.44
0.47
0.37
0.35
0.51

WOM

THETA-DELTA
Tangible
Responsi
Assuranc
Reliabil
Empathy
0.59 0.69
0.48
0.52
0.48
Regression Matrix ETA on KSI (Standardized)
SQ
0.89
0.63

CS
CL

Total and Indirect Effects

Total Effects of KSI on ETA
SQ
0.89
(0.11)
8.42
0.63
(0.08)
7.38

CS

CL

Indirect Effects of KSI on ETA

SQ
-0.13
(0.19)
0.68

CS
CL

Total Effects of ETA on ETA

CS
-0.14
(0.21)
0.68

CS
CL

CL
---

Largest Eigenvalue of B*B' (Stability Index) is

Total Effects of ETA on Y (continued)
STAccess
STCommun

STCompet

CS
0.37
0.46
(0.05)
8.67
0.51
(0.06)
8.87

CL
---

--

0.020

STCourte

STReliab

STSecuri

STTangib

STUnders

Commitme

Repurcha

Cross_Bu

WOM

0.44
(0.05)
8.05
0.48
(0.05)
8.73
0.42
(0.05)
8.20
0.45
(0.05)
8.27
0.41
(0.05)
8.52
0.07
(0.11)
0.68
0.07
(0.10)
0.68
0.07
(0.10)
0.68
0.07
(0.10)
0.68

--

--

--

--

--

0.51

0.49
(0.05)
10.52
0.50
(0.05)
10.67
0.47
(0.05)
9.39

Indirect Effects of ETA on Y

STAccess
STCommun
STCompet
STCourte
STReliab
STSecuri
STTangib
STUnders
Commitme

Repurcha

Cross_Bu

WOM

CS
--------0.07
(0.11)
0.68
0.07
(0.10)
0.68
0.07
(0.10)
0.68
0.07
(0.10)
0.68

Total Effects of KSI on Y

STAccess

SQ
0.33
(0.04)

CL
----------

--

--

--

STCommun

STCompet

STCourte

STReliab

STSecuri

STTangib

STUnders

Commitme

Repurcha

Cross_Bu

WOM

8.42
0.41
(0.04)
11.28
0.46
(0.04)
11.74
0.39
(0.04)
10.00
0.42
(0.04)
11.42
0.37
(0.04)
10.31
0.40
(0.04)
10.43
0.37
(0.03)
10.96
0.32
(0.04)
7.38
0.31
(0.04)
7.72
0.31
(0.04)
7.80
0.29
(0.04)
7.21

Standardized Total and Indirect Effects

Standardized Total Effects of KSI on ETA
CS
CL

SQ
0.89
0.63

Standardized Indirect Effects of KSI on ETA

CS
CL

SQ
-0.13

Standardized Total Effects of ETA on ETA

CS

CS
--

CL
--

CL

0.14

--

Standardized Total Effects of ETA on Y (continued)

STAccess
STCommun
STCompet
STCourte
STReliab
STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM

CS
0.37
0.46
0.51
0.44
0.48
0.42
0.45
0.41
0.07
0.07
0.07
0.07

CL
--------0.51
0.49
0.50
0.47

Completely Standardized Total Effects of ETA on Y

STAccess
STCommun
STCompet
STCourte
STReliab
STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM

CS
0.59
0.77
0.80
0.69
0.78
0.71
0.72
0.75
0.10
0.11
0.12
0.10

CL
--------0.73
0.79
0.81
0.70

Standardized Indirect Effects of ETA on Y

STAccess
STCommun
STCompet
STCourte
STReliab
STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM

CS
--------0.07
0.07
0.07
0.07

CL
-------------

Completely Standardized Indirect Effects of ETA on Y

STAccess
STCommun
STCompet
STCourte
STReliab

CS
------

CL
------

STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM

---0.10
0.11
0.12
0.10

--------

Standardized Total Effects of KSI on Y

STAccess
STCommun
STCompet
STCourte
STReliab
STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM

SQ
0.33
0.41
0.46
0.39
0.42
0.37
0.40
0.37
0.32
0.31
0.31
0.29

Completely Standardized Total Effects of KSI on Y

STAccess
STCommun
STCompet
STCourte
STReliab
STSecuri
STTangib
STUnders
Commitme
Repurcha
Cross_Bu
WOM

SQ
0.52
0.68
0.71
0.61
0.69
0.63
0.64
0.67
0.45
0.49
0.50
0.44
Time used:

0.047 Seconds

Jenis Kelamin
Uber
Grab
Total

Jumlah Responden
82
133
215

Presentase (%)
38.1%
61.9 %
100%

Jenis Kelamin

Jumlah Responden

Presentase (%)

Pria
Wanita
Total

74
141
215

34.4 %
65.6 %
100%

Usia
18 Tahun
19-29 Tahun
30-39 Tahun
40-49 Tahun
50 Tahun
Total

Jumlah Responden
29
181
3
1
1
215

Presentase (%)
13.5%
84.2%
1.4%
0.5%
0.5%
100%

Usia
Utara
Selatan
Barat
Timur
Pusat
Total

Jumlah Responden
102
18
29
35
31
215

Presentase (%)
47.4%
8.4%
13.5%
16.3%
14.4%
100%

Pekerjaan
Pelajar/Mahasiswa
Karyawan
Wiraswasta
Ibu Rumah Tangga
Lainnya
Total

Jumlah Responden
168
39
2
0
6
215

Presentase (%)
78.1%
18.1%
0.9%
0%
2.8%
100%

Frekuensi Kunjungan
1-2 kali/minggu
3-4 kali/minggu
5-6 kali/minggu
7-8 kali/minggu
>8 kali/minggu
Total

Jumlah Responden
166
28
7
6
8
215

Presentase (%)
77.2%
13.0%
3.3%
2.8%
3.7%
100%