Lampiran 1 : Kuisioner Penelitian
No:
PengaruhLokasi dan Kualitas Pelayanan Terhadap Kepuasan
Pelanggan Dalam Membentuk Loyalitas Pelanggan
Untukmengetahuiseberapabesarpengaruh lokasi dan kualitas pelayanan
terhadap kepuasan pelanggan dalam membentuk loyalitas pelangganmaka
dibutuhkan pendapatdarirespondenuntukmelengkapipenelitianini.
UntukitusayamengaharapkankesedianSaudarauntukmengisikuesioner
yangsayaberikan.Atas bantuandankesediaannyasayaucapkanterimakasih.
I.
Identitas Responden
Nama
:
Usia
:
Jenis Kelamin :
a. Laki-laki
b. Perempuan
Pekerjaan
:
a. Wiraswasta b. Pegawai Negeri/BUMN
c. Pegawai Swasta d. Pelajar/Mahasiswa
d. Ibu Rumah Tangga
Sudah melakukan kunjungan : a. < 2 kali
b. > 2 kali
II.
Petunjuk Pengisian
Berilahtanda
checklist
(
√
)yangpalingsesuaidenganpendapatSaudara.
Setiap
respondenhanyadiperbolehkanmemilihsatujawaban.
Keterangan Skor :
Sangat Setuju(SS)
: diberi skor5
Setuju (S)
: diberi skor4
Netral(N)
: diberiskor3
Tidak Setuju(TS)
: diberi skor2
Sangat Tidak Setuju (STS)
: diberi skor1
III.
Daftar Pernyataan
Variabel Lokasi (X
1)
No
Pernyatan
SS
S
N
TS
STS
1.
LokasiGrand Keude Kupie
Ulee Kareng di Jalan Sei
Serayu mudah dijangkau
3.
Grand Keude Kupie Ulee
Kareng di Jalan Sei Serayu
menyediakan area parkir yang
luas untuk seluruh pengunjung
4.
Sayamerasa nyaman
denganlokasiGrand Keude
Kupie Ulee Kareng di Jalan Sei
Serayu
Variabel Bukti Fisik (X
2)
No
Pernyataan
SS
S
N
TS
STS
1.
Grand Keude Kupie Ulee
Kareng memiliki kebersihan
ruangan yang baik
2.
Karyawan Grand Keude Kupie
Ulee Kareng berpenampilan
rapi
Variabel Kehandalan (X
3)
No
Pernyataan
SS
S
N
TS
STS
1.
Karyawan Grand Keude Kupie
Ulee Kareng memiliki
pengetahuan menegnai produk
yang ditawarkan
2.
Karyawan Grand Keude Kupie
Ulee Kareng memiliki
kehandalan dalam penyampain
jasa dari awal hingga akhir
Variabel Daya Tanggap (X
4)
No
Pernyataan
SS
S
N
TS
STS
1.
Karyawan Grand Keude Kupie
Ulee Kareng sigap dalam
melayani
.
2.
Karyawan Grand Keude Kupie
Ulee Kareng cepattanggap
dalam menyelesaikankeluhan
No
Pernyataan
SS S
N
TS
STS
.
1.
Grand Keude Kupie Ulee Kareng
menggunakan bahan makanan yang
masih segar dan layak untuk
digunakan
.
2.
Grand Keude Kupie Ulee Kareng
menggunakanbahanmakananyangtidak
berbahayabagi parakonsumen
Variabel Empati (X
6)
No
Pernyataan
SS
S
N
TS
STS
.
1.
Karyawan Grand Keude Kupie
Ulee Kareng memberikan
perhatian secara penuh
kepadakonsumen
.
2.
Pelayananyangdiberikan
Grand Keude Kupie Ulee
Kareng kepadakonsumentanpa
memandangstatussocial
Variabel Kepuasan Pelangggan (Z)
No
Pernyataan
SS
S
N
TS
STS
1
Saya merasapelayanan
karyawan Grand Keude Kupie
Ulee Kareng Telah memenuhi
harapan saya
2
Saya merasa kebutuhan saya
sudah dipenuhi oleh pihak
Grand Keude Kupie Ulee
Kareng
3
Saya merasa harapan saya
sudah dipenuhi oleh pihak
Grand Keude Kupie Ulee
Kareng
Variabel Loyalitas Pelanggan (Y)
1
Saya tidak akan berpindah ke
coffee shop
lain
2
Saya selalu berminat untuk
datang kembali ke Grand
Keude Kupie Ulee Kareng
3
Saya selalu menyukai produk
yang disediakan oleh pihak
Grand Keude Kupie Ulee
Kareng
4
Saya merekomendasikan
teman,keluarga atau relasi
untuk berkunjung ke Grand
Keude Kupie Ulee Kareng
Demikian akhir dari kuisioner ini.Terimakasih atas waktu yang telah anda
luangkan dan kerjasama yang baik.
Lampiran 2
1
9
5 5 5 4 4 4 5 4 5 5 5 4 5 5 5 5 5 4 4 4 5 5 5 4 5 5 5 5
2
0
5 5 5 4 5 4 5 5 5 5 4 5 5 4 5 5 5 4 5 4 5 5 4 5 5 5 5 5
2
1
5 5 5 5 5 4 4 4 5 4 5 4 5 4 5 5 5 4 5 4 5 5 5 5 5 5 5 5
2
2
5 5 5 4 5 4 5 5 5 4 4 4 5 4 5 5 4 4 5 5 4 5 5 5 5 5 5 4
2
3
5 5 5 5 4 5 5 4 5 4 4 4 5 4 4 5 4 4 4 5 5 4 4 5 5 5 5 5
2
4
4 5 5 4 4 5 5 4 5 4 5 5 5 4 5 5 4 5 5 5 5 4 5 5 5 5 4 5
2
5
4 5 5 4 4 5 5 4 5 4 4 5 5 5 4 5 4 5 5 4 5 4 4 5 5 5 4 4
2
6
4 4 5 5 4 5 5 5 5 5 4 5 4 5 4 5 5 5 5 5 4 5 4 4 4 5 4 5
2
7
4 5 5 5 5 4 5 4 5 5 4 5 4 5 5 5 5 5 5 4 4 5 4 5 5 5 5 4
2
8
5 5 5 5 4 5 4 4 5 5 5 5 4 5 4 5 5 5 5 5 4 5 5 5 5 5 5 5
2
9
5 4 5 4 5 4 4 4 5 5 4 4 4 4 5 5 5 5 5 4 5 5 5 5 5 5 5 5
3
0
5
4
5
4
5
4
5
4
5
5
5
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
Lampiran 3
Hasil Validitas dan Reabilitas
Correlations
P1 P2 P3 p4 Total X1
P1
Pearson Correlation 1 -,216 -,111 ,120 ,392**
Sig. (2-tailed) ,063 ,344 ,305 ,000
N 75 75 75 75 75
P2
Pearson Correlation -,216 1 ,252* -,064 ,501**
Sig. (2-tailed) ,063 ,029 ,585 ,000
N 75 75 75 75 75
P3
Pearson Correlation -,111 ,252* 1 ,100 ,484**
Sig. (2-tailed) ,344 ,029 ,393 ,000
N 75 75 75 75 75
p4
Pearson Correlation ,120 -,064 ,100 1 ,636**
Sig. (2-tailed) ,305 ,585 ,393 ,000
N 75 75 75 75 75
Total X1
Pearson Correlation ,392** ,501** ,484** ,636** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 75 75 75 75 75
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
Uji validitas variabel X2 (bukti fisik)
CorrelationsP5 P6 P7 P8 Total X2
P5
Pearson Correlation 1 ,043 -,105 ,283* ,675**
N 75 75 75 75 75
P6
Pearson Correlation ,043 1 -,013 -,100 ,408**
Sig. (2-tailed) ,711 ,913 ,393 ,000
N 75 75 75 75 75
P7
Pearson Correlation -,105 -,013 1 -,036 ,386*
Sig. (2-tailed) ,371 ,913 ,757 ,013
N 75 75 75 75 75
P8
Pearson Correlation ,283* -,100 -,036 1 ,640**
Sig. (2-tailed) ,014 ,393 ,757 ,000
N 75 75 75 75 75
Total X2
Pearson Correlation ,675** ,408** ,386* ,640** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 75 75 75 75 75
*. Correlation is significant at the 0.05 level (2-tailed).
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X3 (kehandalan)
CorrelationsP9 P10 P11 Total X3
P9
Pearson Correlation 1 -,105 -,218 ,376**
Sig. (2-tailed) ,371 ,060 ,007
N 75 75 75 75
P10
Pearson Correlation -,105 1 ,083 ,610**
Sig. (2-tailed) ,371 ,478 ,000
N 75 75 75 75
P11
Pearson Correlation -,218 ,083 1 ,654**
Sig. (2-tailed) ,060 ,478 ,000
N 75 75 75 75
Total X3
Pearson Correlation ,376** ,610** ,654** 1
Sig. (2-tailed) ,000 ,000 ,000
N 75 75 75 75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X4 (daya tanggap)
Correlations
P12
Pearson Correlation 1 -,056 ,151 ,678**
Sig. (2-tailed) ,635 ,197 ,000
N 75 75 75 75
P13
Pearson Correlation -,056 1 -,298** ,368**
Sig. (2-tailed) ,635 ,009 ,002
N 75 75 75 75
P14
Pearson Correlation ,151 -,298** 1 ,570**
Sig. (2-tailed) ,197 ,009 ,000
N 75 75 75 75
Total X4
Pearson Correlation ,678** ,368** ,570** 1
Sig. (2-tailed) ,000 ,000 ,000
N 75 75 75 75
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Uji validitas variabel X5 (jaminan)
P15 P16 P17 Total X5
P15
Pearson Correlation 1 ,184 -,056 ,553**
Sig. (2-tailed) ,113 ,631 ,000
N 75 75 75 75
P16
Pearson Correlation ,184 1 -,082 ,549**
Sig. (2-tailed) ,113 ,485 ,000
N 75 75 75 75
P17
Pearson Correlation -,056 -,082 1 ,631**
Sig. (2-tailed) ,631 ,485 ,000
N 75 75 75 75
Total X5
Pearson Correlation ,553** ,549** ,631** 1
Sig. (2-tailed) ,000 ,000 ,000
N 75 75 75 75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel X6 (empati)
Correlations
P18
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel Z (kepuasan pelanggan)
Correlations
**. Correlation is significant at the 0.01 level (2-tailed).
Uji validitas variabel Y (loyalitas pelanggan)
P25 P26 P27 P28 Total Y
P25
Pearson Correlation 1 -,065 ,324** -,156 ,607**
Sig. (2-tailed) ,578 ,005 ,180 ,000
N 75 75 75 75 75
P26
Pearson Correlation -,065 1 -,075 ,180 ,365
Sig. (2-tailed) ,578 ,523 ,121 ,157
N 75 75 75 75 75
P27
Pearson Correlation ,324** -,075 1 -,029 ,700**
Sig. (2-tailed) ,005 ,523 ,804 ,000
N 75 75 75 75 75
P28
Pearson Correlation -,156 ,180 -,029 1 ,485**
Sig. (2-tailed) ,180 ,121 ,804 ,000
N 75 75 75 75 75
Total Y
Pearson Correlation ,607** ,365 ,700** ,485** 1
Sig. (2-tailed) ,000 ,000 ,000 ,000
N 75 75 75 75 75
**. Correlation is significant at the 0.01 level (2-tailed).
Uji reliabilitas variabel X1 (lokasi)
Case Processing SummaryN %
Cases
Valid 75 100,0
Excludeda 0 ,0
Total 75 100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
,628 5
Uji reliabilitas variabel X2 (bukti fisik)
N %
Cases
Valid 75 100,0
Excludeda 0 ,0
Total 75 100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
,650 5
Uji reliabilitas variabel X3 (kehandalan
Case Processing Summary
N %
Cases
Valid 75 100,0
Excludeda 0 ,0
Total 75 100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
,613 4
Uji reliabilitas variabel X4 (daya tanggap)
N %
Cases
Valid 75 100,0
Excludeda 0 ,0
Total 75 100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
,617 4
Uji reliabilitas variabel X5 (jaminan)
Case Processing Summary
N %
Cases
Valid 75 100,0
Excludeda 0 ,0
Total 75 100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
,665 4
Uji reliabilitas variabel X6 (empati)
N %
Cases
Valid 75 100,0
Excludeda 0 ,0
Total 75 100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
,684 4
Uji reliabilitas variabel Z (kepuasan pelanggan)
N %
Cases
Valid 75 100,0
Excludeda 0 ,0
Total 75 100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
,683 5
Uji reliabilitas variabel Y (loyalitas pelanggan)
N %
Cases
Valid 75 100,0
Excludeda 0 ,0
Total 75 100,0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's Alpha N of Items
,652 5
LAMPIRAN 4
3
7
4
5 5 5 5 5 4 4 5 5 5 5 5 5 5 4 5 5 5 5 5 5 5 5 4 5 5 5 5
5 3 4 5 5 5 5 4 5 5 4 5 4 5 5 5 5 5 5 5 4 5 4 5 4 5 5 5 5
ANALISIS DESKRIPTIF
1.
Karakteristik Responden
Karakteristik Responden Berdasarkan Usia
Usia
Frequency Percent Valid Percent Cumulative
Percent
Valid
19 1 1,3 1,3 1,3
20 5 6,7 6,7 8,0
21 2 2,7 2,7 10,7
22 10 13,3 13,3 24,0
23 11 14,7 14,7 38,7
24 9 12,0 12,0 50,7
25 9 12,0 12,0 62,7
26 4 5,3 5,3 68,0
27 8 10,7 10,7 78,7
28 7 9,3 9,3 88,0
29 6 8,0 8,0 96,0
30 3 4,0 4,0 100,0
Total 75 100,0 100,0
Karakteristik Responden Berdasarkan Jenis Kelamin
Jenis Kelamin
Frequency Percent Valid Percent Cumulative
Percent
Valid
L 38 50,7 50,7 50,7
P 37 49,3 49,3 100,0
Total 75 100,0 100,0
Pekerjaan
Frequency Percent Valid Percent Cumulative
Percent
Valid
Mahasiswa 35 46,7 46,7 46,7
Pegawai BUMN 12 16,0 16,0 62,7
Pegawai Swasta 12 16,0 16,0 78,7
Wiraswasta 16 21,3 21,3 100,0
Total 75 100,0 100,0
Karakteristik Responden Berdasarkan Jumlah Kunjungan
Jumlah Kunjungan
Frequency Percent Valid Percent Cumulative
Percent
Valid > 2 kali 75 100,0 100,0 100,0
2.
Frekuensi jawaban responden
Frekuensi Jawaban Responden Atas Variabel Lokasi (X)
P1
Frequency Percent Valid Percent Cumulative Percent
Valid
4 11 14,7 14,7 14,7
5 64 85,3 85,3 100,0
Total 75 100,0 100,0
P2
Frequency Percent Valid Percent Cumulative Percent
Valid
4 16 21,3 21,3 21,3
5 59 78,7 78,7 100,0
Total 75 100,0 100,0
Frequency Percent Valid Percent Cumulative Percent
Valid
4 5 6,7 6,7 6,7
5 70 93,3 93,3 100,0
Total 75 100,0 100,0
p4
Frequency Percent Valid Percent Cumulative Percent
Valid
3 2 2,7 2,7 2,7
4 17 22,7 22,7 25,3
5 56 74,7 74,7 100,0
Total 75 100,0 100,0
Frekuensi Jawaban Responden Atas Variabel Bukti Fisik
P5
Frequency Percent Valid Percent Cumulative Percent
Valid
3 5 6,7 6,7 6,7
4 21 28,0 28,0 34,7
5 49 65,3 65,3 100,0
Total 75 100,0 100,0
P6
Frequency Percent Valid Percent Cumulative Percent
Valid
4 16 21,3 21,3 21,3
5 59 78,7 78,7 100,0
Total 75 100,0 100,0
P7
Valid
3 2 2,7 2,7 2,7
4 10 13,3 13,3 16,0
5 63 84,0 84,0 100,0
Total 75 100,0 100,0
P8
Frequency Percent Valid Percent Cumulative Percent
Valid
3 7 9,3 9,3 9,3
4 21 28,0 28,0 37,3
5 47 62,7 62,7 100,0
Total 75 100,0 100,0
Frekuensi Jawaban Responden Atas Variabel Kehandalan
P9
Frequency Percent Valid Percent Cumulative Percent
Valid
4 13 17,3 17,3 17,3
5 62 82,7 82,7 100,0
Total 75 100,0 100,0
P10
Frequency Percent Valid Percent Cumulative Percent
Valid
3 1 1,3 1,3 1,3
4 19 25,3 25,3 26,7
5 55 73,3 73,3 100,0
Total 75 100,0 100,0
P11
Valid
3 8 10,7 10,7 10,7
4 27 36,0 36,0 46,7
5 40 53,3 53,3 100,0
Total 75 100,0 100,0
Frekuensi Jawaban Responden Atas Variabel Daya Tanggap
P12
Frequency Percent Valid Percent Cumulative Percent
Valid
3 4 5,3 5,3 5,3
4 23 30,7 30,7 36,0
5 48 64,0 64,0 100,0
Total 75 100,0 100,0
P13
Frequency Percent Valid Percent Cumulative Percent
Valid
3 4 5,3 5,3 5,3
4 26 34,7 34,7 40,0
5 45 60,0 60,0 100,0
Total 75 100,0 100,0
P14
Frequency Percent Valid Percent Cumulative Percent
Valid
3 5 6,7 6,7 6,7
4 23 30,7 30,7 37,3
5 47 62,7 62,7 100,0
Total 75 100,0 100,0
P15
Frequency Percent Valid Percent Cumulative Percent
Valid
4 12 16,0 16,0 16,0
5 63 84,0 84,0 100,0
Total 75 100,0 100,0
P16
Frequency Percent Valid Percent Cumulative Percent
Valid
3 2 2,7 2,7 2,7
4 11 14,7 14,7 17,3
5 62 82,7 82,7 100,0
Total 75 100,0 100,0
P17
Frequency Percent Valid Percent Cumulative Percent
Valid
3 2 2,7 2,7 2,7
4 28 37,3 37,3 40,0
5 45 60,0 60,0 100,0
Total 75 100,0 100,0
Frekuensi Jawaban Responden Atas Variabel Empati
P18
Frequency Percent Valid Percent Cumulative Percent
Valid
2 3 4,0 4,0 4,0
3 6 8,0 8,0 12,0
4 15 20,0 20,0 32,0
5 51 68,0 68,0 100,0
P19
Frequency Percent Valid Percent Cumulative Percent
Valid
4 11 14,7 14,7 14,7
5 64 85,3 85,3 100,0
Total 75 100,0 100,0
P20
Frequency Percent Valid Percent Cumulative Percent
Valid
3 2 2,7 2,7 2,7
4 33 44,0 44,0 46,7
5 40 53,3 53,3 100,0
Total 75 100,0 100,0
Frekuensi Jawaban Responden Atas Variabel Kepuasan Pelanggan
P21
Frequency Percent Valid Percent Cumulative Percent
Valid
4 22 29,3 29,3 29,3
5 53 70,7 70,7 100,0
Total 75 100,0 100,0
P22
Frequency Percent Valid Percent Cumulative Percent
Valid
4 17 22,7 22,7 22,7
5 58 77,3 77,3 100,0
P23
Frequency Percent Valid Percent Cumulative Percent
Valid
4 18 24,0 24,0 24,0
5 57 76,0 76,0 100,0
Total 75 100,0 100,0
P24
Frequency Percent Valid Percent Cumulative Percent
Valid
4 17 22,7 22,7 22,7
5 58 77,3 77,3 100,0
Total 75 100,0 100,0
Frekuensi Jawaban Responden Atas Variabel Loyalitas Pelanggan
P25
Frequency Percent Valid Percent Cumulative Percent
Valid
4 20 26,7 26,7 26,7
5 55 73,3 73,3 100,0
Total 75 100,0 100,0
P26
Frequency Percent Valid Percent Cumulative Percent
Valid
4 1 1,3 1,3 1,3
5 74 98,7 98,7 100,0
Total 75 100,0 100,0
Frequency Percent Valid Percent Cumulative Percent
Valid
4 22 29,3 29,3 29,3
5 53 70,7 70,7 100,0
Total 75 100,0 100,0
P28
Frequency Percent Valid Percent Cumulative Percent
Valid
4 23 30,7 30,7 30,7
5 52 69,3 69,3 100,0
LAMPIRAN 6
UJI ASUMSI KLASIK
1.
UJI ASUMSI KLASIK PERSAMAAN I
One-SampleKolmogrov-Smirnov Test
Unstandardized
Residual
N
Mean
Std.Deviation
Absolute
Positive
Negative
75
NormalParametersa .0000000
.68567710
MostExtremeDifferences .093
.080
-.093
Kolmogorov-SmirnovZ .804
Asymp.Sig.(2-tailed) .538
B.
Uji Multikolonearitas
Coefficientsa
Model Unstandardized
Coefficients
Standardize
d
Coefficients
T Sig. Collinearity
Statistics
B Std. Error Beta Toleranc
e
VIF
1
(Constant) 20,646 4,166 4,956 ,000
Lokasi ,020 ,131 ,019 ,156 ,877 ,913 1,095
Bukti Fisik ,122 ,115 ,139 1,064 ,291 ,764 1,309
Kehandalan -,125 ,136 -,111 -,922 ,360 ,899 1,112
Daya
Tanggap -,141 ,125 -,142 -1,127 ,264 ,824 1,214
Jaminan ,159 ,133 ,145 1,195 ,236 ,885 1,130
Empati -,205 ,111 -,222 -1,841 ,070 ,902 1,108
C.
Uji Heteroskedasdisitas
2.
UJI ASUMSI KLASIK PERSAMAAN II
One-Sample Kolmogorov-SmirnovTest
One-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N 75
Normal Parametersa,b Mean 0E-7
Std. Deviation ,77001629
Most Extreme Differences
Absolute ,097
Positive ,091
Negative -,097
Kolmogorov-Smirnov Z ,837
Asymp. Sig. (2-tailed) ,485
a. Test distribution is Normal.
B.
Uji Heteroskedasdisitas
C.
Uji Multikolonearitas
Coefficientsa
Model Unstandardized
Coefficients
Standardize
d
Coefficients
t Sig.
B Std. Error Beta
1
(Constan
t) 13,788 2,162 6,376 ,000
Kepuasa
n
Pelangg
an
,283 ,114 ,279 2,486 ,015
LAMPIRAN 7
UJI HIPOTESIS PERSAMAAN I
1.Uji Regresi Linear Berganda
Coefficientsa
Model Unstandardized
Coefficients
Standardize
d
Coefficients
t Sig. Collinearity
Statistics
B Std. Error Beta Toleranc
e
VIF
1
(Constant
) 20,646 4,166 4,956 ,000
Lokasi ,020 ,131 ,019 ,156 ,147 ,913 1,095
Bukti Fisik ,122 ,115 ,139 1,064 ,021 ,764 1,309
Kehandal
an ,125 ,136 ,111 ,922 ,001 ,899 1,112
Daya
Tanggap ,141 ,125 ,142 1,127 ,034 ,824 1,214
Jaminan ,159 ,133 ,145 1,195 ,036 ,885 1,130
Empati ,205 ,111 ,222 1,841 ,070 ,902 1,108
2.UjiSignifikansi Parsial (Uji- t)
Coefficientsa
Model Unstandardized
Coefficients
Standardize
d
Coefficients
T Sig.
B Std. Error Beta
1
(Constant
) 20,646 4,166 4,956 ,000
Lokasi ,020 ,131 ,019 1,156 ,147
Bukti Fisik ,122 ,115 ,139 2,539 ,021
Kehandal
an ,125 ,136 ,111 1,998 ,001
Daya
Tanggap ,141 ,125 ,142 2,947 ,034
Jaminan ,159 ,133 ,145 2,195 ,036
Empati ,205 ,111 ,222 3,841 ,070
a. Dependent Variable: Kepuasan Pelanggan
3.Uji Signifikansi Simultan (Uji- f)
Model SumofSquares D MeanSquare F Sig
1 Regression
Residual
Tot
125.20 9
6 15.65 29.69 .000
a
34.79 66 .527
160.00 74
a.Predictors:(Constant),Empati,BuktiFisik,Lokasi,Daya Tanggap,
Kehandalan,Jaminan
b.DependentVariable:Kepuasan Pelanggan
4.Uji Regresi Linear Sederhana
Coefficientsa
Model Unstandardized Coefficients Standardized
Coefficients
t Sig.
B Std. Error Beta
Kepuasan
Pelanggan ,283 ,114 ,279 2,486 ,005
a. Dependent Variable: Loyalitas Pelanggan
5. Uji Signifikansi Simultan (Uji- f)
ANOVAb
Model Sum of Squares Df Mean Square F Sig.
1
Regression 8,810 7 1,259 2,043 ,042
Residual 41,270 67 ,616
Total 50,080 74
a. Dependent Variable: Loyalitas Pelanggan
b. Predictors: (Constant), Kepuasan Pelanggan, Bukti Fisik, Kehandalan, Lokasi, Empati,
Jaminan, Daya Tanggap
6. Uji Signifikansi Parsial (Uji- t)
Coefficientsa
Model Unstandardized
Coefficients
Standardize
d
Coefficients
T Sig.
B Std. Error Beta
1
(Constan
t) 13,788 2,162 6,376 ,000
Kepuasa
n
Pelangg
an
,283 ,114 ,279 2,486 ,015
