lampiran 1. kuisioner penelitian pengaruh kepuasan...

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Lampiran 1. Kuisioner Penelitian

PENGARUH KEPUASAN KONSUMEN TERHADAP LOYALITAS

MEREK KARTU SELULAR INDOSAT IM3 DI SALATIGA (SURVEY PADA MAHASISWA UKSW SALATIGA)

A. Gambaran Responden

1. Jenis Kelamin : ……………………… 2. Usia : ……………..…tahun 3. Fakultas/ Angkatan : ……………/……….. 4. Penerimaan per bulan : Rp…………………..

B. Kepuasan Konsumen

Nyatakanlah derajat kepuasan Anda pada pernyataan-pernyataan berikut ini dengan memberikan tanda centang (√) pada kotak jawaban yang tersedia STS : Sangat Tidak Setuju TS : Tidak Setuju CS : Cukup Setuju S : Setuju SS : Sangat Setuju

Kepuasan Konsumen STS TS CS S SS Attributes related to the product: 1. Harga yang dibayar saat membeli kartu

perdana Indosat IM3 sebanding dengan kualitas produk yang diperolehnya

2. Kualitas atau mutu jaringan/ sinyal kartu seluler Indosat IM3 yang kuat

3. Kartu seluler Indosat IM3 dilengkapi/ memiliki fitur yang lengkap seperti SMS/ MMS, transfer pulsa, voice call, M-banking, 3.5G, layanan BlackBarry

4. Kartu seluler Indosat IM3 memiliki desain starter pack yang menarik

5. Kartu seluler Indosat IM3 memiliki sejumlah pilihan paket yang ditawarkan seperti paket tarif telpon, paket SMS maupun paket internet

Attributes related to the service: 1. Konsumen memperoleh manfaat yang besar

dengan menggunakan kartu seluler Indosat IM3

2. Kartu seluler Indosat IM3 memiliki masa aktif maupun masa tenggang yang panjang

Attributes related to the purchase: 1. Adanya reputasi yang baik dari Indosat IM3

yang dibeli konsumen

45

Kepuasan Konsumen STS TS CS S SS 2. Adanya keyakinan dalam membeli Indosat IM3

karena kemampuan operator tersebut untuk terus berinovasi menghasilkan produk yang lebih sesuai dengan apa yang dikehendaki konsumen

C. Loyalitas Merek

Manakah dari pernyataan berikut yang paling sesuai dengan yang anda alami atau

anda lakukan? Lingkari salah satu pernyataan yang paling sesuai.

1. Anda membeli kartu seluler Indosat IM3 hanya disebabkan karena harga kartu

perdananya yang murah.

2. Anda membeli kartu seluler Indosat IM3 karena sudah terbiasa menggunakan

kartu seluler tersebut sebelumnya.

3. Anda membeli kartu seluler Indosat IM3 karena cukup puas dengan kartu seluler

merek tersebut akan tetapi dapat saja berpindah ke merek kartu seluler lainnya

jika ada yang dapat lebih memberikan kepuasan bagi anda.

4. Anda membeli kartu seluler Indosat IM3 karena benar-benar menyukai kartu

seluler merek tersebut.

5. Anda tidak saja suka terhadap kartu seluler Indosat IM3, tetapi juga akan

merekomendasikan kartu seluler Indosat IM3 tersebut kepada orang lain untuk

mau menggunakannya.

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Lampiran 2. Tabulasi Data Hasil Penelitian

No JK Usia Fakultas Angkatan Penerimaan per bln

Attributes Related to the Product

Attributes Related to the Service

Attributes Related to the Purchase Loyalitas

Merek PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean

1 P 21 FTI 2009 500000 2 2 3 3 3 2.6 2 3 2.5 3 3 3.0 1

2 L 24 FTI 2009 1000000 2 3 4 2 3 2.8 4 4 4.0 4 4 4.0 3

3 P 21 FTI 2009 200000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 2

4 P 20 FTI 2009 140000 4 3 5 4 5 4.2 4 2 3.0 4 4 4.0 2

5 L 22 FTI 2009 100000 2 2 3 2 3 2.4 2 3 2.5 2 2 2.0 1

6 P 20 FTI 2009 250000 4 4 4 4 4 4.0 5 5 5.0 5 5 5.0 5

7 L 18 FTI 2011 800000 4 2 4 4 4 3.6 4 3 3.5 4 4 4.0 4

8 L 20 FTI 2010 400000 3 2 4 2 4 3.0 2 2 2.0 3 3 3.0 3

9 L 24 FTI 2007 1200000 3 2 3 3 3 2.8 3 4 3.5 3 3 3.0 2

10 L 25 FTI 2005 1200000 3 3 4 2 3 3.0 3 4 3.5 3 3 3.0 2

11 L 23 FTI 2007 600000 3 2 4 4 4 3.4 3 3 3.0 3 3 3.0 2

12 L 23 FTI 2007 700000 4 4 4 3 4 3.8 4 4 4.0 4 4 4.0 5

13 L 21 FTI 2009 600000 4 5 5 5 5 4.8 4 5 4.5 5 5 5.0 5

14 L 24 FTI 2005 1500000 5 5 5 5 5 5.0 5 5 5.0 5 5 5.0 5

15 L 23 FTI 2006 2000000 5 4 5 5 5 4.8 4 4 4.0 4 4 4.0 4

16 L 23 FTI 2006 900000 4 5 4 5 5 4.6 4 4 4.0 4 4 4.0 4

17 L 25 FTI 2006 1200000 4 4 4 5 4 4.2 4 4 4.0 4 4 4.0 2

18 L 24 FTI 2005 1000000 4 4 4 4 5 4.2 4 4 4.0 4 4 4.0 2

19 L 24 FTI 2005 800000 4 4 4 5 4 4.2 4 4 4.0 5 5 5.0 4

20 L 24 FTI 2005 900000 2 2 2 2 2 2.0 4 5 4.5 3 3 3.0 2

21 L 24 FTI 2005 1500000 4 4 5 4 4 4.2 5 5 5.0 4 5 4.5 4

47






22 L 25 FTI 2006 1000000 4 4 5 5 5 4.6 4 5 4.5 4 4 4.0 4

23 L 22 FTI 2007 1500000 4 4 5 5 4 4.4 4 4 4.0 4 4 4.0 4

24 L 24 FTI 2005 1000000 4 4 5 5 5 4.6 4 4 4.0 4 4 4.0 2

25 L 23 FTI 2006 1000000 4 5 5 5 5 4.8 5 5 5.0 4 4 4.0 2

26 P 24 FTI 2007 500000 4 4 4 4 5 4.2 4 4 4.0 4 5 4.5 2

27 L 23 FTI 2006 2000000 3 3 4 3 4 3.4 4 5 4.5 4 5 4.5 2

28 L 27 FTI 2005 800000 5 5 5 5 5 5.0 5 5 5.0 5 5 5.0 4

29 L 25 FTI 2006 1200000 4 4 4 5 4 4.2 4 4 4.0 5 5 5.0 4

30 P 24 FTI 2005 1000000 4 5 5 5 5 4.8 4 5 4.5 5 5 5.0 2

31 L 23 FSM 2008 450000 3 4 4 4 4 3.8 4 4 4.0 3 4 3.5 1

32 P 22 FSM 2008 750000 4 4 4 3 4 3.8 3 4 3.5 4 4 4.0 3

33 L 21 FSM 2009 500000 4 4 4 3 4 3.8 3 4 3.5 3 3 3.0 3

34 L 22 FSM 2008 600000 4 4 5 4 4 4.2 4 3 3.5 3 3 3.0 3

35 P 22 FSM 2008 400000 3 2 4 3 4 3.2 4 3 3.5 4 4 4.0 2

36 P 21 FSM 2009 700000 5 2 4 4 4 3.8 4 2 3.0 4 3 3.5 4

37 L 23 FSM 2007 1200000 5 5 5 3 3 4.2 3 1 2.0 5 3 4.0 2

38 L 20 FSM 2010 800000 4 4 4 3 4 3.8 3 3 3.0 4 4 4.0 4

39 P 22 FSM 2008 1000000 4 4 4 3 4 3.8 4 4 4.0 4 4 4.0 3

40 P 23 FSM 2007 1000000 4 2 4 1 5 3.2 3 4 3.5 3 3 3.0 3

41 L 22 FH 2008 1000000 4 4 5 3 4 4.0 5 4 4.5 3 4 3.5 4

42 L 24 FH 2005 650000 3 4 5 3 4 3.8 4 5 4.5 3 4 3.5 3

43 L 22 FH 2008 300000 3 4 5 3 4 3.8 4 4 4.0 3 4 3.5 1

44 P 25 FH 2005 1200000 5 3 3 4 5 4.0 3 5 4.0 4 5 4.5 3

48






45 P 22 FH 2006 1200000 4 2 5 3 4 3.6 4 5 4.5 4 4 4.0 2

46 P 23 FH 2007 1000000 3 3 3 4 4 3.4 4 4 4.0 4 4 4.0 2

47 P 25 FH 2005 1200000 2 3 4 4 4 3.4 5 5 5.0 4 4 4.0 5

48 L 22 FH 2008 600000 5 4 4 3 4 4.0 4 3 3.5 4 4 4.0 2

49 L 21 FH 2010 700000 4 4 4 4 4 4.0 4 3 3.5 3 4 3.5 2

50 P 22 FH 2007 600000 4 5 5 4 5 4.6 5 5 5.0 4 4 4.0 4

51 L 21 FBS 2009 500000 4 5 5 5 5 4.8 4 4 4.0 4 4 4.0 3

52 L 22 FBS 2008 600000 3 4 4 4 4 3.8 4 4 4.0 3 3 3.0 3

53 P 20 FBS 2010 200000 4 4 4 5 4 4.2 4 4 4.0 5 5 5.0 5

54 P 21 FBS 2009 700000 4 4 4 4 4 4.0 3 4 3.5 4 4 4.0 2

55 P 20 FBS 2010 500000 5 5 4 4 4 4.4 4 4 4.0 4 4 4.0 4

56 L 20 FBS 2010 600000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3

57 L 21 FBS 2009 500000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3

58 L 22 FBS 2008 650000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3

59 P 23 FBS 2007 600000 4 4 4 3 4 3.8 4 4 4.0 4 4 4.0 2

60 P 20 FBS 2010 500000 4 4 3 3 4 3.6 4 4 4.0 3 3 3.0 5

61 L 24 FTH 2006 900000 4 1 3 2 4 2.8 2 2 2.0 2 4 3.0 1

62 P 24 FTH 2006 1100000 5 4 4 4 3 4.0 4 4 4.0 4 4 4.0 3

63 L 25 FTH 2005 700000 4 4 3 4 3 3.6 4 3 3.5 4 4 4.0 3

64 L 22 FTH 2008 800000 3 4 4 4 4 3.8 4 3 3.5 4 4 4.0 1

65 P 22 FTH 2008 1000000 4 4 4 3 3 3.6 4 3 3.5 4 4 4.0 5

66 L 21 FTH 2010 900000 3 4 4 3 4 3.6 3 3 3.0 3 3 3.0 2

67 P 21 FTH 2010 800000 4 3 2 4 5 3.6 3 4 3.5 3 3 3.0 3

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68 L 23 FTH 2006 750000 2 2 3 3 3 2.6 4 4 4.0 4 4 4.0 2

69 P 21 FTH 2010 500000 2 3 4 4 4 3.4 4 3 3.5 4 3 3.5 4

70 L 22 FTH 2009 200000 2 2 3 4 4 3.0 4 3 3.5 3 4 3.5 5

71 P 20 FPsi 2008 1500000 4 3 4 3 4 3.6 3 4 3.5 4 4 4.0 3

72 P 20 FPsi 2010 1200000 3 3 4 3 4 3.4 3 4 3.5 3 3 3.0 3

73 P 24 FPsi 2006 650000 2 3 3 4 4 3.2 4 3 3.5 4 3 3.5 1

74 L 20 FPsi 2011 750000 2 3 4 4 3 3.2 4 3 3.5 4 4 4.0 3

75 P 23 FPsi 2007 300000 3 3 4 4 4 3.6 4 3 3.5 4 3 3.5 2

76 L 22 FPsi 2008 250000 2 3 4 3 4 3.2 4 3 3.5 3 3 3.0 4

77 P 21 FPsi 2010 400000 3 4 3 3 4 3.4 3 4 3.5 4 3 3.5 2

78 L 21 FPsi 2010 450000 2 3 3 2 4 2.8 3 2 2.5 3 3 3.0 2

79 L 23 FPsi 2007 200000 3 3 4 4 3 3.4 3 3 3.0 4 3 3.5 3

80 P 24 FPsi 2005 600000 2 3 4 3 3 3.0 3 3 3.0 3 3 3.0 4

81 P 22 FPB 2008 1000000 2 3 3 4 3 3.0 4 4 4.0 2 1 1.5 1

82 P 21 FPB 2010 700000 2 3 3 4 4 3.2 3 3 3.0 4 3 3.5 2

83 L 22 FPB 2008 600000 5 4 5 5 4 4.6 5 5 5.0 3 3 3.0 5

84 P 20 FPB 2011 1000000 2 3 4 4 3 3.2 3 3 3.0 3 3 3.0 4

85 L 25 FPB 2005 500000 2 3 3 3 4 3.0 4 3 3.5 3 3 3.0 4

86 P 22 FPB 2009 800000 2 3 3 4 4 3.2 4 3 3.5 3 3 3.0 2

87 L 20 FPB 2011 700000 2 3 4 4 3 3.2 4 3 3.5 4 3 3.5 3

88 P 21 FPB 2010 300000 3 3 3 3 3 3.0 4 3 3.5 3 3 3.0 1

89 L 24 FPB 2006 250000 2 3 4 4 3 3.2 3 4 3.5 4 3 3.5 2

90 P 23 FPB 2007 700000 2 3 4 3 3 3.0 2 2 2.0 4 5 4.5 1

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91 L 24 FTEK 2007 650000 3 4 4 4 4 3.8 4 4 4.0 4 3 3.5 2

92 P 22 FTEK 2009 1000000 3 4 5 4 4 4.0 4 2 3.0 3 4 3.5 2

93 L 23 FTEK 2008 900000 3 2 4 4 4 3.4 4 4 4.0 4 4 4.0 2

94 L 24 FTEK 2005 600000 4 4 4 4 3 3.8 4 4 4.0 4 4 4.0 3

95 L 23 FTEK 2007 800000 3 3 3 3 3 3.0 3 3 3.0 3 3 3.0 1

96 L 25 FTEK 2005 1500000 4 4 4 2 2 3.2 4 2 3.0 4 4 4.0 3

97 P 25 FTEK 2005 1000000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3

98 L 22 FTEK 2007 1500000 4 4 4 3 4 3.8 3 3 3.0 4 4 4.0 3

99 L 22 FTEK 2008 700000 1 2 1 2 1 1.4 2 2 2.0 2 2 2.0 1

100 L 23 FTEK 2008 1000000 4 4 3 4 3 3.6 4 2 3.0 4 4 4.0 1

101 P 21 FB 2009 800000 4 4 4 4 4 4.0 3 3 3.0 3 3 3.0 2

102 L 23 FB 2007 700000 3 3 4 4 3 3.4 3 4 3.5 4 4 4.0 2

103 L 22 FB 2008 800000 4 4 4 4 3 3.8 3 3 3.0 3 3 3.0 2

104 L 20 FB 2010 800000 4 3 3 3 4 3.4 4 3 3.5 4 4 4.0 5

105 P 20 FB 2010 800000 4 4 3 4 3 3.6 4 4 4.0 3 3 3.0 2

106 P 21 FB 2009 750000 4 2 3 3 4 3.2 3 3 3.0 4 4 4.0 3

107 P 20 FB 2011 950000 4 2 4 3 4 3.4 4 3 3.5 3 3 3.0 3

108 P 22 FB 2009 900000 3 2 3 4 4 3.2 4 4 4.0 3 3 3.0 2

109 P 23 FB 2007 1300000 4 3 4 3 4 3.6 3 5 4.0 3 4 3.5 3

110 P 21 FB 2009 1000000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3

111 P 23 FSP 2007 700000 5 4 5 5 5 4.8 3 3 3.0 4 4 4.0 4

112 L 23 FSP 2008 900000 3 4 3 3 4 3.4 3 5 4.0 3 4 3.5 3

113 L 22 FSP 2008 950000 3 4 3 3 4 3.4 3 5 4.0 3 4 3.5 1

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114 L 24 FSP 2007 800000 3 4 3 3 4 3.4 3 5 4.0 3 4 3.5 4

115 P 23 FSP 2009 900000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 4

116 P 20 FSP 2010 1000000 4 4 3 3 4 3.6 3 4 3.5 3 3 3.0 3

117 P 21 FSP 2009 850000 3 4 3 3 4 3.4 3 3 3.0 3 3 3.0 3

118 P 20 FSP 2011 1000000 3 3 4 4 4 3.6 3 3 3.0 3 3 3.0 1

119 P 22 FSP 2008 950000 3 2 3 2 3 2.6 3 3 3.0 3 3 3.0 2

120 P 22 FSP 2007 1000000 4 2 4 3 4 3.4 3 3 3.0 4 4 4.0 3

121 L 22 FISIKOM 2008 500000 4 3 4 4 4 3.8 3 4 3.5 3 3 3.0 2

122 L 20 FISIKOM 2010 850000 4 4 4 3 5 4.0 4 3 3.5 3 3 3.0 2

123 P 20 FISIKOM 2010 1000000 4 3 4 4 5 4.0 4 5 4.5 4 4 4.0 4

124 L 22 FISIKOM 2009 3500000 4 4 4 4 5 4.2 2 1 1.5 3 2 2.5 4

125 L 21 FISIKOM 2010 1000000 3 4 3 3 4 3.4 3 5 4.0 3 4 3.5 2

126 L 20 FISIKOM 2010 1000000 4 2 4 4 4 3.6 3 2 2.5 3 3 3.0 3

127 L 23 FISIKOM 2007 700000 4 4 4 4 4 4.0 3 4 3.5 3 4 3.5 3

128 P 23 FISIKOM 2007 1000000 4 3 4 3 4 3.6 3 5 4.0 5 5 5.0 5

129 P 25 FISIKOM 2005 1200000 4 3 3 2 4 3.2 3 3 3.0 3 3 3.0 2

130 P 21 FISIKOM 2008 900000 4 3 4 3 4 3.6 2 3 2.5 3 4 3.5 2

131 L 25 PPS 2010 1000000 4 3 4 4 4 3.8 4 5 4.5 4 5 4.5 2

132 L 25 PPS 2010 1750000 1 1 2 1 4 1.8 3 4 3.5 1 2 1.5 3

133 P 25 PPS 2010 750000 4 2 4 3 4 3.4 3 4 3.5 3 3 3.0 1

134 P 25 PPS 2010 1100000 4 4 4 3 5 4.0 4 5 4.5 4 4 4.0 5

135 P 25 PPS 2010 900000 3 3 4 4 4 3.6 3 4 3.5 2 3 2.5 1

136 P 23 PPS 2010 2000000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 4

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137 L 30 PPS 2009 2000000 5 5 4 5 4 4.6 5 4 4.5 4 5 4.5 4

138 P 30 PPS 2011 2500000 2 1 3 1 4 2.2 5 4 4.5 3 4 3.5 1

139 P 34 PPS 2010 2000000 5 5 4 5 4 4.6 2 3 2.5 4 3 3.5 1

140 L 27 PPS 2010 2500000 3 4 4 3 5 3.8 3 4 3.5 3 4 3.5 2

141 P 22 FKes 2011 750000 4 4 4 4 3 3.8 3 3 3.0 3 3 3.0 3

142 L 21 FKes 2010 600000 4 5 5 4 5 4.6 4 5 4.5 4 3 3.5 3

143 P 20 FKes 2009 450000 3 3 4 3 4 3.4 3 3 3.0 3 3 3.0 3

144 P 20 FKes 2009 400000 4 4 4 3 5 4.0 3 4 3.5 3 3 3.0 3

145 P 19 FKes 2010 500000 3 4 4 2 4 3.4 4 4 4.0 2 2 2.0 3

146 P 19 FKes 2010 500000 3 4 5 2 4 3.6 4 3 3.5 3 3 3.0 3

147 P 20 FKes 2009 350000 2 3 2 3 4 2.8 2 1 1.5 3 2 2.5 1

148 L 19 FKes 2010 600000 2 2 2 2 2 2.0 2 2 2.0 2 2 2.0 1

149 P 19 FKes 2010 300000 2 3 2 1 2 2.0 4 4 4.0 4 4 4.0 2

150 P 23 FKes 2009 600000 4 4 4 3 5 4.0 4 5 4.5 3 4 3.5 3

151 P 20 FKIP 2009 300000 4 4 4 3 5 4.0 4 5 4.5 3 4 3.5 2

152 P 19 FKIP 2009 250000 4 5 4 3 5 4.2 4 4 4.0 4 4 4.0 5

153 P 20 FKIP 2009 700000 4 4 4 3 4 3.8 4 2 3.0 3 3 3.0 2

154 P 20 FKIP 2009 400000 4 4 4 4 4 4.0 3 5 4.0 4 4 4.0 3

155 P 21 FKIP 2009 400000 4 4 4 4 4 4.0 4 5 4.5 4 4 4.0 3

156 P 19 FKIP 2009 300000 4 5 5 4 5 4.6 4 3 3.5 4 4 4.0 3

157 L 20 FKIP 2009 500000 4 5 3 2 5 3.8 5 1 3.0 3 5 4.0 2

158 P 19 FKIP 2009 300000 4 4 4 3 4 3.8 3 4 3.5 4 4 4.0 3

159 P 20 FKIP 2009 700000 3 4 4 3 4 3.6 3 5 4.0 3 4 3.5 4

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160 P 19 FKIP 2009 300000 4 4 4 3 4 3.8 3 3 3.0 3 3 3.0 3

161 L 22 FKIP 2009 600000 4 5 4 4 5 4.4 4 4 4.0 3 4 3.5 2

162 P 20 FKIP 2009 400000 4 3 5 4 4 4.0 4 5 4.5 4 3 3.5 2

163 L 21 FKIP 2009 300000 4 3 3 3 1 2.8 2 1 1.5 2 1 1.5 2

164 P 18 FKIP 2009 600000 3 4 4 4 4 3.8 4 3 3.5 4 4 4.0 2

165 P 20 FKIP 2009 300000 2 4 4 2 4 3.2 4 4 4.0 4 4 4.0 3

166 P 20 FKIP 2009 1000000 4 4 4 4 4 4.0 3 3 3.0 4 4 4.0 4

167 P 20 FKIP 2009 300000 2 3 4 3 3 3.0 3 4 3.5 3 3 3.0 3

168 P 21 FKIP 2009 200000 3 4 4 3 4 3.6 4 4 4.0 4 4 4.0 2

169 P 19 FKIP 2009 700000 2 2 3 3 4 2.8 4 2 3.0 4 4 4.0 3

170 L 21 FKIP 2009 400000 3 5 5 3 4 4.0 3 1 2.0 3 3 3.0 1

171 P 21 FEB 2010 900000 5 3 4 4 3 3.8 3 3 3.0 4 4 4.0 1

172 L 22 FEB 2008 550000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 4

173 P 20 FEB 2010 1200000 3 3 3 3 3 3.0 3 3 3.0 3 3 3.0 1

174 L 23 FEB 2009 750000 5 4 3 4 4 4.0 4 4 4.0 3 4 3.5 2

175 L 24 FEB 2006 600000 2 2 4 4 3 3.0 2 3 2.5 3 3 3.0 3

176 P 20 FEB 2011 800000 4 5 5 4 5 4.6 4 4 4.0 4 4 4.0 4

177 P 21 FEB 2010 1000000 3 4 3 4 3 3.4 4 3 3.5 4 3 3.5 3

178 L 22 FEB 2009 600000 3 4 2 4 3 3.2 4 4 4.0 3 3 3.0 1

179 L 22 FEB 2008 750000 3 3 3 3 3 3.0 4 2 3.0 3 4 3.5 3

180 P 23 FEB 2006 700000 5 5 5 4 4 4.6 5 4 4.5 4 4 4.0 5

181 P 20 FEB 2010 1200000 4 4 4 4 4 4.0 2 2 2.0 4 4 4.0 2

182 P 22 FEB 2008 900000 4 4 4 4 3 3.8 3 3 3.0 3 3 3.0 4

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183 L 23 FEB 2007 800000 3 3 3 3 3 3.0 3 3 3.0 3 3 3.0 1

184 L 23 FEB 2008 700000 4 5 5 4 4 4.4 4 4 4.0 3 3 3.0 2

185 P 21 FEB 2010 700000 4 3 3 3 3 3.2 3 5 4.0 3 4 3.5 1

186 P 20 FEB 2011 1000000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 2

187 P 22 FEB 2009 800000 4 3 3 3 4 3.4 4 5 4.5 3 4 3.5 2

188 P 21 FEB 2008 1000000 4 4 5 4 5 4.4 4 4 4.0 3 4 3.5 1

189 L 22 FEB 2008 1000000 3 4 4 4 4 3.8 3 3 3.0 3 3 3.0 3

190 P 21 FEB 2008 850000 5 5 4 5 4 4.6 4 5 4.5 4 5 4.5 4

191 P 21 FEB 2009 900000 3 5 5 3 4 4.0 4 4 4.0 4 4 4.0 4

192 L 23 FEB 2006 700000 4 3 4 3 4 3.6 4 5 4.5 4 4 4.0 1

193 L 24 FEB 2005 700000 3 3 3 2 4 3.0 3 4 3.5 3 3 3.0 3

194 L 24 FEB 2005 900000 4 2 4 4 4 3.6 2 4 3.0 2 2 2.0 1

195 L 21 FEB 2010 600000 3 2 4 4 4 3.4 4 4 4.0 4 3 3.5 2

196 L 22 FEB 2007 500000 3 3 4 4 4 3.6 4 4 4.0 3 3 3.0 3

197 L 24 FEB 2005 500000 3 3 4 3 4 3.4 3 4 3.5 3 3 3.0 3

198 P 22 FEB 2007 500000 3 4 4 3 4 3.6 4 4 4.0 3 3 3.0 2

199 L 23 FEB 2007 800000 3 5 4 3 4 3.8 4 5 4.5 3 4 3.5 2

200 P 21 FEB 2010 1000000 5 5 5 3 4 4.4 4 4 4.0 3 4 3.5 3

55

Lampiran 3. Hasil Uji Validitas dan Reliabilitas

Reliability

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 200 100.0

Excludeda 0 .0

Total 200 100.0

a. Listwise deletion based on all variables in the procedure.

Reliability Statistics

Cronbach's

Alpha N of Items

.787 5

Item Statistics

Mean Std. Deviation N

PR1 3.5050 .88538 200

PR2 3.5350 .92903 200

PR3 3.8600 .74375 200

PR4 3.5050 .86238 200

PR5 3.9100 .71727 200

Item-Total Statistics

Scale Mean if

Item Deleted

Scale Variance if

Item Deleted

Corrected

Item-Total

Correlation

Cronbach's

Alpha if Item

Deleted

PR1 14.8100 5.974 .595 .736

PR2 14.7800 5.821 .591 .739

PR3 14.4550 6.430 .623 .731

PR4 14.8100 6.315 .524 .760

PR5 14.4050 6.916 .504 .766

56

Reliability



N %


Excludeda 0 .0

Total 200 100.0



Cronbach's

Alpha N of Items

.550 2

Item Statistics


SR1 3.5900 .72424 200

SR2 3.6500 .97068 200


Scale Mean if

Item Deleted

Scale Variance if

Item Deleted

Corrected

Item-Total

Correlation

Cronbach's

Alpha if Item

Deleted

SR1 3.6500 .942 .395 .a

SR2 3.5900 .525 .395 .a

a. The value is negative due to a negative average covariance among items.

This violates reliability model assumptions. You may want to check item

codings.

57

Reliability



N %


Excludeda 0 .0

Total 200 100.0



Cronbach's

Alpha N of Items

.808 2

Item Statistics


PC1 3.5150 .68712 200

PC2 3.6150 .74805 200


Scale Mean if

Item Deleted

Scale Variance if

Item Deleted

Corrected

Item-Total

Correlation

Cronbach's

Alpha if Item

Deleted

PC1 3.6150 .560 .681 .a

PC2 3.5150 .472 .681 .a

a. The value is negative due to a negative average covariance among items.

This violates reliability model assumptions. You may want to check item

codings.

58

Lampiran 4. Perhitungan Modus untuk Tingkat Loyalitas Merek Kartu

Seluler Indosat IM3

Frequencies

Statistics

Loyalitas

N Valid 200

Missing 0

Mode 2.0

Loyalitas

Frequency Percent Valid Percent

Cumulative

Percent

Valid 1 30 15.0 15.0 15.0

2 62 31.0 31.0 46.0

3 60 30.0 30.0 76.0

4 33 16.5 16.5 92.5

5 15 7.5 7.5 100.0

Total 200 100.0 100.0

59

Lampiran 5. Hasil Uji Normalitas

NPar Tests

One-Sample Kolmogorov-Smirnov Test

Unstandardized

Residual

N 200

Normal Parametersa Mean .0000000

Std. Deviation 1.02184000

Most Extreme Differences Absolute .053

Positive .053

Negative -.039

Kolmogorov-Smirnov Z .744

Asymp. Sig. (2-tailed) .638

a. Test distribution is Normal.

60

Lampiran 6. Hasil Uji Multikolinearitas dan Uji Hipotesis

Regression

Variables Entered/Removedb

Model

Variables

Entered

Variables

Removed Method

1 Purchase,

Service,

Producta

. Enter

a. All requested variables entered.

b. Dependent Variable: Loyalitas

Model Summaryb

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .440a .193 .181 1.0296

a. Predictors: (Constant), Purchase, Service, Product


ANOVAb

Model Sum of Squares df Mean Square F Sig.

1 Regression 49.808 3 16.603 15.661 .000a

Residual 207.787 196 1.060

Total 257.595 199



61

Coefficientsa

Model

Unstandardized

Coefficients

Standardized

Coefficients

t Sig.

Collinearity Statistics

B Std. Error Beta Tolerance VIF

1 (Constant) -.711 .507 -1.403 .162

Product .361 .145 .194 2.494 .013 .680 1.471

Service .251 .120 .157 2.092 .038 .734 1.362

Purchase .332 .139 .192 2.384 .018 .633 1.580

a. Dependent Variable: Loyalitas

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Lampiran 7. Hasil Uji Heteroskedastisitas

Regression

Variables Entered/Removedb

Model

Variables

Entered

Variables

Removed Method

1 Purchase,

Service,

Producta

. Enter

a. All requested variables entered.

b. Dependent Variable: abs_res

Model Summary

Model R R Square

Adjusted R

Square

Std. Error of the

Estimate

1 .061a .004 -.012 .57432


ANOVAb

Model Sum of Squares df Mean Square F Sig.

1 Regression .243 3 .081 .245 .865a

Residual 64.648 196 .330

Total 64.891 199


b. Dependent Variable: abs_res

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Coefficientsa

Model

Unstandardized Coefficients

Standardized

Coefficients

t Sig. B Std. Error Beta

1 (Constant) .612 .283 2.164 .032

Product .027 .081 .028 .328 .743

Service .029 .067 .037 .440 .660

Purchase .008 .078 .010 .108 .914

a. Dependent Variable: abs_res

lampiran 1. kuisioner penelitian pengaruh kepuasan...

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