LAMPIRAN
KUESIONER PENELITIAN
Responden yang terhormat.
Pernyataan yang ada di kuesioner ini bertujuan untuk melengkapi data penelitian
dalam rangka penyusunan skripsi dengan judul : “
PENGARUH
MUTUAL
BENEFIT
, KEPERCAYAAN DAN KOMITMEN TERHADAP
LOYALITAS PELANGGAN MELALUI KEPUASAN KONSUMEN
SEPEDA MOTOR (Studi PT FIF ASTRA Medan)
”
Isilah lembar pertanyaaan di bawah ini tanpa kecuali sesuai dengan pendapat
Saudara/Saudari Selama menggunakan jasa PT FIF ASTRA MEDAN. Berikan
tanda [x] atau [√] pada kolom sebelah kanan sesuai dengan jawaban
Saudara/Saudari. Jawaban tersebut tidak untuk disebarluaskan. TERIMA KASIH.
Keterangan pengisisan lembar jawaban pertanyaan :
SS
= Sangat Setuju
S
= Setuju
KS
= Kurang Setuju
TS
= Tidak Setuju
STS
= Sangat Tidak Setuju
Loyalistas Konsumen
No.
Pertanyaan
STS TS KS
S
SS
1.
Saya puas atas pelayanan yang diberikan
oleh FIF Astra Medan maka saya akan
merekomendasikan kepada orang lain untuk
menggunakan jasa dari PT FIF Astra
Medan.
2.
Kepuasan Pelanggan
No.
Pertanyaan
STS TS KS
S
SS
1.
Saya Merasa jasa yang saya gunakan dari
FIF Astra Medan memuaskan saya
2.
Harga yang ditawarkan atas jasa FIF Astra
Medan sangat memuaskan.
3.
Pelayanan yang saya terima selama
menggunakan jasa FIF Astra Medan
Memuaskan.
4.
Jasa yang ditawarkan FIF Astra sesuai
dengan keinginan saya.
5.
Proses untuk mendapatkan jasa yang
ditawarkan FIF Astra Medan mudah
Mutual benefit
No.
Pertanyaan
STS TS KS
S
SS
1.
Saya ingin bekerja sama dengan FIF ASTRA
Medan Karena reputasi baik yang dimiliki.
2.
FIF ASTRA Medan selalu menepati janji
mereka kepada saya terhadap jasa yang
ditawarkan
3.
Perlakuan yang saya terima dari FIF ASTRA
dengan kebutuhan saya .
3.
Medan sangat baik.
4.
FIF ASTRA Medan Mengenal saya dengan
baik.
5.
Saya mendapat potongan harga ketika
kembali membeli jasa FIF ASTRA Medan.
6.
Saya diundang ketika FIF Astra Medan
Mengadakan suatu acara
Kepercayaan
No.
Pertanyaan
STS TS KS
S
SS
1.
Saya percaya bekerja sama dengan FIF
ASTRA Medan karena Pengalaman mereka
dalam jasa yang saya butuhkan.
2.
Saya menerima benefit ketika mengajak
orang lain menggunakan jasa FIF Astra
Medan
3.
Saya merasa bahwa FIF ASTRA Medan
tidak akan menyembunyikan informasi yang
penting bagi pelanggannya.
Komitmen
No.
Pertanyaan
STS TS
R
S
SS
1
Saya suka bekerja sama dengan FIF ASTRA
Medan.
2
Saya Bekerja sama dengan FIF ASTRA
Medan supaya tidak repot mencari penyedia
jasa lain
3
Saya tidak pindah ke penyedia jasa lain
karena akan memakan biaya lagi
4
GET
FILE='C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav'.
DATASET NAME DataSet1 WINDOW=FRONT.
Komitmen
/STATISTICS=MEAN STDDEV MIN MAX.
Descriptives
Notes
Output Created 21-JUL-2016 11:06:52
Comments
Input
Data
C:\Users\Patar Devito\Desktop\data
percobaan 19 april\Dah Olah Data SPSS 20.00 2016.sav Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none> N of Rows in Working Data
File 124
Missing Value Handling
Definition of Missing User defined missing values are treated as missing.
Cases Used All non-missing data are used.
Syntax
DESCRIPTIVES VARIABLES=Loyalitas Kepuasan Mutual Kepercayaan Komitmen /STATISTICS=MEAN STDDEV MIN MAX.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.02
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Descriptive Statistics
/VARIABLES=Mutual Kepercayaan Komitmen /PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE
Correlations
Notes
Output Created 21-JUL-2016 11:07:24
Comments
Input
Data
C:\Users\Patar Devito\Desktop\data
percobaan 19 april\Dah Olah Data SPSS 20.00 2016.sav Active Dataset DataSet1
Filter <none>
Weight <none>
N of Rows in Working Data
File 124
Missing Value Handling
Definition of Missing User-defined missing values are treated as missing.
Cases Used
Statistics for each pair of variables are based on all the cases with valid data for that pair.
Syntax
CORRELATIONS /VARIABLES=Mutual Kepercayaan Komitmen /PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE.
Resources Processor Time 00:00:00.02
Elapsed Time 00:00:00.03
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Correlations
Mutual Kepercayaan Komitmen
Mutual
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL /CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Kepuasan
/METHOD=ENTER Mutual Kepercayaan Komitmen
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
otes
Output Created 21-JUL-2016 11:08:03
Input
Data
C:\Users\Patar Devito\Desktop\data
percobaan 19 april\Dah Olah Data SPSS 20.00 2016.sav Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none> N of Rows in Working Data
File 124
Missing Value Handling
Definition of Missing User-defined missing values are treated as missing.
Cases Used
Statistics are based on cases with no missing values for any variable used.
Syntax
REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Kepuasan /METHOD=ENTER Mutual Kepercayaan Komitmen /RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Resources
Processor Time 00:00:02.08
Elapsed Time 00:00:02.00
Memory Required 1980 bytes Additional Memory Required
for Residual Plots 640 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Variables Entered/Removeda
Model Variables Entered
a. Dependent Variable: Kepuasan b. All requested variables entered.
Model Summaryb
Model R R Square Adjusted R
a. Predictors: (Constant), Komitmen, Mutual, Kepercayaan b. Dependent Variable: Kepuasan
ANOVAa
Model Sum of Squares df Mean Square F Sig.
Residual 459.850 96 4.790
Total 801.960 99
a. Dependent Variable: Kepuasan
b. Predictors: (Constant), Komitmen, Mutual, Kepercayaan
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients
Model Collinearity Statistics
VIF
1
(Constant)
Mutual 1.272
Kepercayaan 1.321
Komitmen 1.173
a. Dependent Variable: Kepuasan
Collinearity Diagnosticsa
Model Dimension Eigenvalue Condition Index Variance Proportions
(Constant) Mutual Kepercayaan Komitmen
1
1 3.933 1.000 .00 .00 .00 .00
2 .043 9.613 .05 .01 .91 .04
3 .016 15.577 .06 .26 .00 .85
4 .008 21.904 .89 .72 .09 .11
a. Dependent Variable: Kepuasan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N Predicted Value 13.3239 20.9552 18.0200 1.85894 100
Residual -5.08943 5.26679 .00000 2.15522 100
Std. Predicted Value -2.526 1.579 .000 1.000 100
Std. Residual -2.325 2.406 .000 .985 100
a. Dependent Variable: Kepuasan
RELIABILITY
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Reliability
Notes
Output Created 21-JUL-2016 11:09:09
Comments
Input
Data
C:\Users\Patar Devito\Desktop\data
percobaan 19 april\Dah Olah Data SPSS 20.00 2016.sav Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none> N of Rows in Working Data
File 124
Matrix Input
Missing Value Handling
Definition of Missing User-defined missing values are treated as missing.
Cases Used
Statistics are based on all cases with valid data for all variables in the procedure.
Syntax
RELIABILITY
/VARIABLES=Loyalitas Kepuasan Mutual Kepercayaan Komitmen /SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.00
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases
Valid 100 80.6
Excludeda 24 19.4
Total 124 100.0
a. Listwise deletion based on all variables in the procedure.
/MISSING=PAIRWISE.
Correlations
Notes
Output Created 21-JUL-2016 11:09:27
Comments
Input
Data
C:\Users\Patar Devito\Desktop\data
percobaan 19 april\Dah Olah Data SPSS 20.00 2016.sav Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none> N of Rows in Working Data
File 124
Missing Value Handling
Definition of Missing User-defined missing values are treated as missing.
Cases Used
Statistics for each pair of variables are based on all the cases with valid data for that pair.
Syntax
CORRELATIONS /VARIABLES=Mutual Kepercayaan Komitmen Kepuasan
/PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE.
Resources Processor Time 00:00:00.05
Elapsed Time 00:00:00.11
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Correlations
Mutual Kepercayaan Komitmen Kepuasan
Mutual
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER Mutual Kepercayaan Komitmen Kepuasan
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
Notes
Output Created 21-JUL-2016 11:09:52
Comments
Input
Data
C:\Users\Patar Devito\Desktop\data
percobaan 19 april\Dah Olah Data SPSS 20.00 2016.sav Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none> N of Rows in Working Data
File 124
Missing Value Handling
Definition of Missing User-defined missing values are treated as missing.
Cases Used
Statistics are based on cases with no missing values for any variable used.
Syntax
REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas /METHOD=ENTER Mutual Kepercayaan Komitmen Kepuasan
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Resources
Processor Time 00:00:00.61
Elapsed Time 00:00:00.66
Memory Required 2308 bytes Additional Memory Required
for Residual Plots 632 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Variables Entered/Removeda
a. Dependent Variable: Loyalitas b. All requested variables entered.
Model Summaryb
Model R R Square Adjusted R
a. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen, Mutual b. Dependent Variable: Loyalitas
ANOVAa
a. Dependent Variable: Loyalitas
b. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen, Mutual
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients
Model Collinearity Statistics
VIF
1
(Constant)
Mutual 1.480
Kepercayaan 1.388
Komitmen 1.350
Kepuasan 1.744
a. Dependent Variable: Loyalitas
Collinearity Diagnosticsa
Model Dimension Eigenvalue Condition Index Variance Proportions
(Constant) Mutual Kepercayaan Komitmen
1
Model Dimension Variance Proportions Kepuasan
1
1 .00
2 .01
3 .00
4 .81
5 .18
a. Dependent Variable: Loyalitas
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N Predicted Value 5.4491 14.6233 11.2900 2.40211 100
Residual -5.11096 6.33981 .00000 2.15404 100
Std. Predicted Value -2.432 1.388 .000 1.000 100
Std. Residual -2.324 2.883 .000 .980 100
a. Dependent Variable: Loyalitas
CORRELATIONS
/VARIABLES=Mutual Kepercayaan Komitmen Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
Correlations
Notes
Output Created 21-JUL-2016 11:10:26
Comments
Input
Data
C:\Users\Patar Devito\Desktop\data
percobaan 19 april\Dah Olah Data SPSS 20.00 2016.sav Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none> N of Rows in Working Data
File 124
Missing Value Handling
Definition of Missing User-defined missing values are treated as missing.
Cases Used
Syntax
CORRELATIONS /VARIABLES=Mutual Kepercayaan Komitmen Kepuasan Loyalitas /PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.02
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Correlations
Mutual Kepercayaan Komitmen Kepuasan Loyalitas
Mutual
**. Correlation is significant at the 0.01 level (2-tailed).
REGRESSION
/MISSING LISTWISE
/STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas
/METHOD=ENTER Kepercayaan Komitmen Kepuasan
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Regression
Notes
Output Created 21-JUL-2016 11:10:42
Comments
Input Data
C:\Users\Patar Devito\Desktop\data
Filter <none>
Weight <none>
Split File <none> N of Rows in Working Data
File 124
Missing Value Handling
Definition of Missing User-defined missing values are treated as missing.
Cases Used
Statistics are based on cases with no missing values for any variable used.
Syntax
REGRESSION /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10)
/NOORIGIN
/DEPENDENT Loyalitas /METHOD=ENTER Kepercayaan Komitmen Kepuasan
/RESIDUALS DURBIN HISTOGRAM(ZRESID) NORMPROB(ZRESID).
Resources
Processor Time 00:00:00.50
Elapsed Time 00:00:00.55
Memory Required 1980 bytes Additional Memory Required
for Residual Plots 640 bytes
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Variables Entered/Removeda
Model Variables Entered
a. Dependent Variable: Loyalitas b. All requested variables entered.
Model Summaryb
Model R R Square Adjusted R
a. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen b. Dependent Variable: Loyalitas
ANOVAa
Model Sum of Squares df Mean Square F Sig.
Residual 465.080 96 4.845
Total 1030.590 99
a. Dependent Variable: Loyalitas
b. Predictors: (Constant), Kepuasan, Kepercayaan, Komitmen
Coefficientsa
Model Unstandardized Coefficients Standardized Coefficients
Model Collinearity Statistics
VIF
1
(Constant)
Kepercayaan 1.298
Komitmen 1.350
Kepuasan 1.499
a. Dependent Variable: Loyalitas
Collinearity Diagnosticsa
Model Dimension Eigenvalue Condition Index Variance Proportions
(Constant) Kepercayaan Komitmen
1
1 3.933 1.000 .00 .00 .00
2 .042 9.637 .06 .93 .04
3 .013 17.374 .36 .00 .95
4 .012 18.492 .58 .07 .01
Collinearity Diagnosticsa
Model Dimension Variance Proportions
Kepuasan
a. Dependent Variable: Loyalitas
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N Predicted Value 5.6261 14.6598 11.2900 2.39003 100
Residual -5.01660 6.23808 .00000 2.16744 100
Std. Predicted Value -2.370 1.410 .000 1.000 100
Std. Residual -2.279 2.834 .000 .985 100
Charts
/VARIABLES=Kepercayaan Komitmen Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
Correlations
Notes
Output Created 21-JUL-2016 11:11:15
Comments
Input
Data
C:\Users\Patar Devito\Desktop\data
percobaan 19 april\Dah Olah Data SPSS 20.00 2016.sav Active Dataset DataSet1
Filter <none>
Weight <none>
Split File <none> N of Rows in Working Data
File 124
Missing Value Handling
Definition of Missing User-defined missing values are treated as missing.
Cases Used
Statistics for each pair of variables are based on all the cases with valid data for that pair.
Syntax
CORRELATIONS
/VARIABLES=Kepercayaan Komitmen Kepuasan Loyalitas
/PRINT=TWOTAIL NOSIG /MISSING=PAIRWISE.
Resources Processor Time 00:00:00.00
Elapsed Time 00:00:00.03
[DataSet1] C:\Users\Patar Devito\Desktop\data percobaan 19 april\Dah Olah Data
SPSS 20.00 2016.sav
Correlations
Kepercayaan Komitmen Kepuasan Loyalitas
Kepercayaan
