Lampiran 1.
Kuesioner Penelitian
KUESIONER PENELITIAN
PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAPLOYALITAS
PELANGGAN PASTA GIGI MEREK PEPSODENT (STUDI KASUS :
PADA MAHASISWA FAKULTAS EKONOMI DAN BISNIS
UNIVERSITAS SUMATERA UTARA)
No. Responden:...
I. Petunjuk Pengisian
Responden yang terhormat, bersama ini saya mohon kesediaan Saudara/i
untuk mengisi data kuesioner yang diberikan. Informasi yang Anda berikan
merupakan bantuan yang sangat berarti dalam menyelesaikan penyusunan skripsi
saya. Oleh karena itu kepada responden, saya sebagai peneliti mengharapkan:
1.
Saudara/i menjawab setiap pertanyaan dengan sejujur-jujurnya, dan perlu
diketahui bahwa jawaban Anda tidak berhubungan dengan benar atau salah.
2.
Pilihlah jawaban dengan memberikan tanda
checklist
(
√) pada salah satu
jawaban yang paling sesuai menurut Saudara/i.
Keterangan:
SS
:
Sangat Setuju
S
:
Setuju
KS
:
Kurang Setuju
TS
:
Tidak Setuju
ST
:
Sangat Tidak Setuju
II. Identitas Responden
Nama
:
Umur
:
Jenis Kelamin :
□ Pria
□ Wanita
Menjadi pelanggan selama:
□ Kurang dari 1 Tahun
□ 1
– 5 Tahun
□ Lebih dari 5 Tahun
Frekuensi membeli produk pasta gigi Pepsodent dalam sebulan :
□ Dua Kali
□ Lebih dari 2
Kali
Keterangan pengisian lembar pernyataan :
III. Pernyataan Mengenai Variabel
No.
Variabel Kepuasan (X
1)
Sangat
Setuju
Setuju
Kurang
Pasta Gigi Pepsodent.
2
Sayamerasapuas dengan aroma
Pasta Gigi Pepsodent.
3
Hargaproduk pasta gigi Pepsodent
sesuaidengankepuasan yang
sayadapatkan.
4
Produk pasta Gigi Pepsodent
mudah saya dapatkan.
No.
Variabel Kepercayaan(X
2)
Sangat
Setuju
Setuju
Kurang
1
Produk pasta gigi Pepsodent
merupakanmerek yang terkenal
2
Sayapercayaterhadap manfaat Pasta
gigi pepsodent yang dijanjikan di
Iklan.
3
Sayapercayabahwa Pasta Gigi
Pepsodent terbuatdaribahan-bahan
yang tidakberbahaya.
4
Saya percaya Pasta Gigi Pepsodent
merupakan pasta gigi yang
menjaga kesehatan gigi.
No.
Variabel loyalitas Pelanggan (Y)
Sangat
Setuju
Setuju
Kurang
1
Saya selalu setia menggunakan
pasta gigi pepsodent.
2
Saya tidak terpengaruh
menggunakan produk pesaing pasta
gigi pepsodent.
3
Saya merekomendasikan pasta
gigipepsodentkepada keluarga,
teman-teman,dan orang lain.
4
Saya selalu melakukan pembelian
produk sikat gigi Pepsodent
Lampiran 2.
Output Uji Validitas dan Reliabilitas
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 30 100.0
Excludeda 0 .0
Total 30 100.0
a. Listwise deletion based on all variables in the
procedure.
Inter-Item Correlation Matrix
Butir_1 Butir_2 Butir_3 Butir_4 Butir_5 Butir_6 Butir_7 Butir_8 Butir_9 Butir_10 Butir_11 Butir_12
Butir_1 1.000 .207 .050 .000 -.207 -.108 -.272 -.240 .111 -.040 -.072 -.186
Butir_2 .207 1.000 .124 .219 -.038 -.334 -.127 -.128 .000 -.112 -.167 .031
Butir_3 .050 .124 1.000 .777 -.062 .156 -.082 -.046 .325 .379 .086 .210
Butir_4 .000 .219 .777 1.000 .088 .191 .000 .146 .177 .383 .038 .251
Butir_5 -.207 -.038 -.062 .088 1.000 .468 .506 .000 -.310 -.112 -.167 -.252
Butir_6 -.108 -.334 .156 .191 .468 1.000 .396 .433 -.162 .058 -.041 -.153
Butir_7 -.272 -.127 -.082 .000 .506 .396 1.000 .532 -.238 -.098 -.176 -.145
Butir_8 -.240 -.128 -.046 .146 .000 .433 .532 1.000 -.103 -.025 -.044 .172
Butir_9 .111 .000 .325 .177 -.310 -.162 -.238 -.103 1.000 .542 .297 .608
Butir_10 -.040 -.112 .379 .383 -.112 .058 -.098 -.025 .542 1.000 .428 .330
Butir_11 -.072 -.167 .086 .038 -.167 -.041 -.176 -.044 .297 .428 1.000 .563
Butir_12 -.186 .031 .210 .251 -.252 -.153 -.145 .172 .608 .330 .563 1.000
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance if
Item Deleted
Corrected
Item-Total Correlation
Squared Multiple
Correlation
Cronbach's
Alpha if Item
Deleted
Butir_1 50.03 10.516 .371 .273 .585
Butir_4 50.60 6.593 .560 .754 .417
Butir_5 50.27 9.926 .413 .639 .577
Butir_6 50.47 8.878 .366 .600 .527
Butir_7 50.33 9.540 .457 .604 .550
Butir_8 50.63 8.240 .486 .680 .561
Butir_9 50.13 9.430 .470 .672 .534
Butir_10 50.33 8.644 .396 .551 .502
Butir_11 50.40 9.283 .455 .537 .552
Butir_12 50.30 8.493 .442 .723 .508
Lampiran 3.
Daftar Distribusi Jawaban Responden
Variabel Kepuasan (X
1)
No.
Pernyataan
Jlh
1
2
3
4
1
5
5
5
5
20
2
5
4
5
5
19
3
5
5
4
4
18
4
5
5
4
4
18
5
5
5
4
3
17
6
4
5
5
5
19
7
4
4
4
4
16
8
5
5
5
5
20
9
5
5
5
5
20
10
5
4
4
3
16
11
5
5
3
5
18
12
5
3
5
5
18
13
5
5
5
5
20
14
5
4
3
2
14
15
5
5
5
5
20
16
5
5
4
3
17
17
5
5
4
4
18
18
5
5
5
5
20
19
5
4
5
5
19
20
5
5
4
5
19
21
5
5
5
5
20
22
5
5
4
3
17
23
5
5
5
5
20
24
5
5
4
4
18
25
5
4
5
5
19
27
5
5
5
5
20
28
4
4
4
4
16
29
5
4
3
2
14
30
5
5
5
5
20
31
5
4
5
5
19
32
5
5
5
5
20
33
5
5
5
5
20
34
5
5
5
5
20
35
5
5
4
4
18
36
5
5
4
3
17
37
5
5
5
5
20
38
5
5
5
5
20
39
5
5
5
5
20
40
5
5
5
5
20
41
5
4
5
3
17
42
3
4
5
5
17
43
5
5
5
5
20
44
5
5
4
4
18
45
5
5
5
5
20
46
5
5
5
5
20
47
5
4
5
5
19
48
4
5
5
5
19
49
5
5
5
5
20
50
5
5
5
5
20
51
5
5
5
5
20
52
5
4
3
5
17
53
4
4
4
4
16
54
5
5
5
5
20
55
5
5
5
5
20
56
4
4
4
4
16
57
5
5
5
5
20
58
5
5
5
5
20
59
4
5
4
5
18
60
5
5
4
5
19
61
5
5
5
5
20
62
4
4
5
5
18
63
4
3
5
5
17
64
4
5
5
3
17
65
4
4
4
4
16
66
5
5
5
5
20
67
5
5
5
5
20
68
5
4
5
5
19
71
5
5
5
5
20
72
5
5
5
5
20
73
5
4
5
5
19
74
5
5
4
3
17
75
5
5
4
4
18
76
5
5
5
5
20
77
5
5
5
5
20
78
5
4
5
5
19
79
5
3
4
5
17
80
5
4
4
5
18
81
5
5
5
5
20
82
4
5
5
5
19
83
5
5
5
5
20
84
3
4
5
5
17
85
3
4
5
5
17
86
5
5
5
5
20
87
5
5
5
5
20
88
5
5
5
5
20
89
5
5
5
5
20
90
4
4
5
5
18
91
4
4
5
5
18
92
5
5
5
5
20
93
4
5
5
5
19
94
5
5
4
5
19
95
4
4
4
4
16
96
5
5
5
5
20
97
5
5
5
5
20
Variabel Kepercayaan (X
2)
No.
Pernyataan
Jlh
1
2
3
4
1
4
4
4
4
16
2
4
5
4
4
17
3
5
4
4
4
17
4
5
4
5
5
18
5
5
4
4
2
15
6
5
4
5
5
19
7
5
5
5
5
20
8
4
4
4
3
15
9
5
5
5
5
20
10
5
5
5
3
18
11
5
4
5
5
19
12
5
5
5
5
20
14
4
4
5
5
18
15
5
5
5
5
20
16
3
3
4
5
15
17
4
4
4
4
16
18
5
5
5
5
20
19
4
4
4
4
16
20
5
5
4
4
18
21
4
4
4
4
16
22
5
4
4
2
15
23
5
5
5
5
20
24
5
5
5
5
20
25
5
5
4
4
18
26
5
3
5
2
15
27
5
5
5
5
20
28
5
5
5
5
20
29
5
5
5
5
20
30
5
5
5
5
20
31
4
4
4
2
18
32
5
5
5
5
20
33
5
3
4
5
17
34
5
5
5
5
20
35
5
5
5
5
20
36
5
4
5
5
19
37
5
5
5
5
20
38
3
5
4
5
17
39
5
5
5
5
20
40
5
5
5
5
20
41
4
3
5
5
17
42
5
5
5
5
20
43
5
5
5
5
20
44
4
5
5
5
19
45
5
5
5
5
20
46
5
5
5
5
20
47
4
4
4
5
17
48
4
5
5
5
19
49
4
4
5
5
18
50
5
5
5
5
20
51
5
4
5
5
19
52
4
4
4
4
16
53
5
5
5
5
20
54
5
4
5
5
19
55
5
5
5
5
20
58
5
4
5
5
19
59
5
5
5
5
20
60
3
5
5
5
18
61
5
5
5
5
20
62
2
5
5
5
17
63
5
5
5
5
20
64
5
5
5
5
20
65
4
5
5
5
19
66
4
5
5
5
19
67
5
5
5
5
20
68
4
3
5
5
17
69
4
5
5
5
19
70
5
5
5
5
20
71
5
5
5
5
20
72
5
5
5
5
20
73
5
5
5
5
20
74
5
5
4
4
18
75
5
5
4
4
18
76
5
5
5
5
20
77
5
4
5
5
19
78
4
4
4
4
16
79
5
5
5
5
20
80
5
5
5
5
20
81
5
4
4
5
18
82
5
4
3
5
17
83
5
5
5
5
20
84
5
5
5
5
20
85
5
4
5
5
19
86
5
4
4
5
18
87
5
5
5
5
20
88
5
5
5
5
20
89
5
4
3
5
17
90
5
5
5
5
20
91
5
5
5
5
20
92
5
5
5
5
20
93
5
4
5
5
19
94
4
5
5
5
19
95
5
5
5
5
20
96
5
5
5
5
20
Variabel Loyalitas Pelanggan (Y)
No.
Pernyataan
Jlh
1
2
3
4
1
5
5
5
5
20
2
5
5
4
4
18
3
5
5
5
5
20
4
5
5
3
4
17
5
5
4
5
5
19
6
5
4
4
5
18
7
5
5
5
5
20
8
5
5
4
5
19
9
5
5
5
5
20
10
5
5
4
3
17
11
4
4
4
4
16
12
5
5
5
5
20
13
5
5
5
5
20
14
5
4
5
5
19
15
5
5
5
5
20
16
5
5
5
5
20
17
5
4
4
5
18
18
5
4
3
5
17
19
5
5
5
5
20
20
5
5
5
5
20
21
5
4
5
5
19
22
4
4
4
3
15
23
4
4
4
4
16
24
5
5
5
5
20
25
5
5
5
5
20
26
5
5
5
5
20
27
4
4
4
3
15
28
4
5
5
5
19
29
4
3
4
4
15
30
5
5
5
5
20
31
5
5
5
5
20
32
5
4
5
5
19
33
5
5
5
5
20
34
5
5
5
5
20
35
5
4
4
5
18
36
5
5
5
5
20
37
5
5
5
5
20
38
5
5
5
5
20
39
4
3
5
5
17
42
5
5
5
5
20
43
5
5
5
5
20
44
5
5
4
4
18
45
5
5
5
5
20
46
5
4
5
5
19
47
4
5
5
5
19
48
5
5
5
5
20
49
5
5
5
5
20
50
5
5
5
5
20
51
5
4
4
5
18
52
5
4
3
5
17
53
5
5
5
5
20
54
4
4
4
4
16
55
5
5
5
5
20
56
4
4
4
4
16
57
5
5
5
5
20
58
5
5
3
5
18
59
5
4
5
5
19
60
5
5
5
5
20
61
5
5
5
5
20
62
4
3
5
5
17
63
5
5
5
5
20
64
4
3
5
5
17
65
4
4
5
5
18
66
5
5
5
5
20
67
5
5
4
5
19
68
4
5
5
5
19
69
4
4
5
5
18
70
5
5
4
5
19
71
5
5
5
5
20
72
5
5
5
5
20
73
5
5
5
5
20
74
5
5
5
5
20
75
5
4
4
5
18
76
4
3
5
5
17
77
5
5
5
5
20
78
5
5
5
5
20
79
4
4
5
5
18
80
4
4
5
5
18
81
5
5
5
5
20
82
5
5
5
5
20
83
5
5
5
5
20
84
5
4
3
5
17
86
5
5
5
5
20
87
4
4
4
4
16
88
5
5
3
5
18
89
5
5
5
5
20
90
5
5
5
5
20
91
5
4
3
5
17
92
4
5
5
5
19
93
5
5
5
5
20
94
4
4
4
4
16
95
5
4
5
5
19
96
5
5
5
5
20
97
5
5
5
5
20
Lampiran 4.
Output Analisis Linier Berganda
Regression
Casewise Diagnosticsa
Case
Number Std. Residual
Loyalitas_Pelang
gan Predicted Value Residual
1 .432 20 19.38 .622
2 -.708 18 19.02 -1.020
3 .869 20 18.75 1.252
4 -1.154 17 18.66 -1.661
5 .243 19 18.65 .350
6 -.588 18 18.85 -.846
7 1.428 20 17.94 2.055
8 -.323 19 19.47 -.465
9 .673 20 19.03 .969
10 -.777 17 18.12 -1.118
11 -1.788 16 18.57 -2.574
12 1.050 20 18.49 1.512
13 .613 20 19.12 .882
14 .990 19 17.58 1.425
15 .673 20 19.03 .969
16 .937 20 18.65 1.350
19 .620 20 19.11 .893
20 .741 20 18.93 1.067
21 -.263 19 19.38 -.378
22 -2.535 15 18.65 -3.650
23 -2.105 16 19.03 -3.031
24 1.050 20 18.49 1.512
25 .741 20 18.93 1.067
26 .372 20 19.47 .535
27 -2.799 15 19.03 -4.031
28 .733 19 17.94 1.055
29 -1.668 15 17.40 -2.402
30 .673 20 19.03 .969
31 .741 20 18.93 1.067
32 -.021 19 19.03 -.031
33 .492 20 19.29 .709
34 .673 20 19.03 .969
35 -.339 18 18.49 -.488
36 1.179 20 18.30 1.697
37 .673 20 19.03 .969
38 .492 20 19.29 .709
39 -1.410 17 19.03 -2.031
40 -1.410 17 19.03 -2.031
41 .363 19 18.48 .523
42 1.239 20 18.22 1.784
43 .673 20 19.03 .969
44 -.399 18 18.57 -.574
45 .673 20 19.03 .969
46 -.021 19 19.03 -.031
47 -.014 19 19.02 -.020
48 .802 20 18.85 1.154
49 .553 20 19.20 .796
50 .673 20 19.03 .969
52 -1.086 17 18.56 -1.564
53 1.428 20 17.94 2.055
54 -2.165 16 19.12 -3.118
55 .673 20 19.03 .969
56 -1.351 16 17.94 -1.945
57 .673 20 19.03 .969
58 -.776 18 19.12 -1.118
59 .356 19 18.49 .512
60 .741 20 18.93 1.067
61 .673 20 19.03 .969
62 -1.214 17 18.75 -1.748
63 1.239 20 18.22 1.784
64 -.845 17 18.22 -1.216
65 -.022 18 18.03 -.031
66 .613 20 19.12 .882
67 -.021 19 19.03 -.031
68 -.014 19 19.02 -.020
69 -.588 18 18.85 -.846
70 -.021 19 19.03 -.031
71 .673 20 19.03 .969
72 .673 20 19.03 .969
73 .862 20 18.76 1.241
74 1.118 20 18.39 1.610
75 -.459 18 18.66 -.661
76 -1.410 17 19.03 -2.031
77 .613 20 19.12 .882
78 .620 20 19.11 .893
79 -.150 18 18.22 -.216
80 -.339 18 18.49 -.488
81 .553 20 19.20 .796
82 .681 20 19.02 .980
85 -1.600 16 18.30 -2.303
86 .553 20 19.20 .796
87 -2.105 16 19.03 -3.031
88 -.716 18 19.03 -1.031
89 .492 20 19.29 .709
90 1.050 20 18.49 1.512
91 -1.033 17 18.49 -1.488
92 -.021 19 19.03 -.031
93 .802 20 18.85 1.154
94 -1.977 16 18.85 -2.846
95 .733 19 17.94 1.055
96 .673 20 19.03 .969
97 .613 20 19.12 .882
a. Dependent Variable: Loyalitas_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 17.40 19.47 18.79 .421 97
Residual -4.031 2.055 .000 1.425 97
Std. Predicted Value -3.307 1.594 .000 1.000 97
Std. Residual -2.799 1.428 .000 .990 97
`a. Dependent Variable: Loyalitas_Pelanggan
Lampiran 5.
Output Uji Asumsi Klasik
Regression
Variables Entered/Removed
Model
Variables
Entered
Variables
Removed Method
1 Kepercayaan,
Kepuasana
. Enter
Model Summaryb
Mod
el R
R
Square
Adjusted R
Square
Std. Error
of the
Estimate
Change Statistics
Durbin-Watson R Square
Change F
Change df1 df2
Sig. F
Change
1 .683a .380 .361 1.440 .080 4.105 2 94 .020 2.232
a. Predictors: (Constant), Kepercayaan, Kepuasan
b. Dependent Variable: Loyalitas_Pelanggan
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 17.018 2 8.509 4.105 .020a
Residual 194.858 94 2.073
Total 211.876 96
a. Predictors: (Constant), Kepercayaan, Kepuasan
b. Dependent Variable: Loyalitas_Pelanggan
Coefficientsa
Model
Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
Collinearity Statistics
B Std. Error Beta Tolerance VIF
1 (Constant) 15.338 2.484 6.175 .000
Kepuasan .272 .098 .275 2.772 .007 .996 1.004
Kepercayaan -.087 .096 -.090 -.908 .366 .996 1.004
a. Dependent Variable: Loyalitas_Pelanggan
Coefficient Correlationsa
Model Kepercayaan Kepuasan
1 Correlations Kepercayaan 1.000 -.067
Covariances Kepercayaan .009 .000
Kepuasan .000 .010
a. Dependent Variable: Loyalitas_Pelanggan
Collinearity Diagnosticsa
Model
Dimensi
on Eigenvalue Condition Index
Variance Proportions
(Constant) Kepuasan Kepercayaan
1 1 2.992 1.000 .00 .00 .00
2 .006 22.242 .00 .51 .56
3 .002 36.003 1.00 .49 .44
a. Dependent Variable: Loyalitas_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 17.40 19.47 18.79 .421 97
Std. Predicted Value -3.307 1.594 .000 1.000 97
Standard Error of Predicted
Value
.150 .507 .243 .073 97
Adjusted Predicted Value 17.39 19.51 18.79 .422 97
Residual -4.031 2.055 .000 1.425 97
Std. Residual -2.799 1.428 .000 .990 97
Stud. Residual -2.833 1.468 .000 1.007 97
Deleted Residual -4.128 2.172 -.001 1.476 97
Stud. Deleted Residual -2.947 1.477 -.005 1.018 97
Mahal. Distance .052 10.937 1.979 2.036 97
Cook's Distance .000 .211 .012 .028 97
Centered Leverage Value .001 .114 .021 .021 97
