85
KUESIONER PENELITIAN
Dengan Hormat,
Terimakasih atas kesediaan saudara(i) untuk berpartisipasi mengisi dan
menjawab seluruh pernyataan yang ada dalam kuesioner ini. Kuesioner ini
digunakan untuk menyusun penelitian yang berjudul “
PENGARUH STRATEGI
DIFERENSIASI TERHADAP KEPUASAN PASIEN SERTA DAMPAK
LOYALITAS PADA RUMAH SAKIT SITI HAJAR PADANG BULAN
MEDAN
”.Kuesioner ini ditujukan kepada pasien rumah Sakit Siti Hajar serta
pasien yang ada Dilingkungan Kampus Universitas Sumatera Utara
1. IDENTITAS RESPONDEN
No responden
:
Nama
:
Jenis kelamin
: a. Laki-laki
b. Perempuan
Usia
: a. 20 - 30 Tahun b. 31 - 40 Tahun
c. 41 - 50 Tahun d. 51 Tahun Keatas
Pekerjaan
: a. Pegawai Negri b. Pegawai Bumn
c. Pegawai Swasta d. TNi/Polri
II. PETUNJUK PENGISIAN
Anda diminta untuk memilih salah satu dari beberapa alternatif pernyataan
yang tersedia dengan cara memberikan tanda centang (
√). Dalam skala ini tidak
ada penilaian benar atau salah, jawaban yang paling baik adalah yang sesuai
86
Adapun jawaban yang tersedia yaitu :
5 :Sangat setuju (SS)
4: Setuju (S)
3 : Kurang Setuju (KS)
2 : Tidak setuju (TS)
1 : Sangat tidak setuju (STS)
III. DAFTAR PERTANYAAN
I.
Diferensiasi Produk
No Pertanyaan
SS S
KS
TS
STS
1
Sarana yang ditawarkan rumah sakit siti
hajar berbeda dengan rumah sakit lain
2
Desain bangunan rumah sakit siti hajar
lebih unik dari rumah sakit lain
3
Memiliki pesan positif dan mudah di
ingat dari Rumah Sakit lain
II . Diferensiasi Pelayanan
III. Diferensiasi Merk
No Pertanyaan
SS
S
KS
TS
STS
1
Citra rumah sakit siti hajar lebih baik
dari pada rumah sakit lain
2
Rumah sakit siti hajar memiliki ciri khas
yang kuat dari pada rumah sakit lain
3
Rumah Sakit Siti Hajar memiliki kesan
positif dan mudah di ingat dari pada
Rumah Sakit Lain
NO Pertanyaan
SS
S
KS
TS
STS
1
Pelayanan rumah sakit siti hajar lebih
cepat dibanding rumah sakit lain
2
Penanganan rumah saki siti hajar lebih
tepat dari rumah sakit lain
3
Petugas rumah siti hajar lebih ramah dari
pada rumah sakit lain
87
sesuai dengan yang di inginkan daripada
Rumah Sakit lain
5
Kesan menarik pada Rumah Sakit Siti
Hajar dengan Rumah Sakit lain
IV. Diferensiasi Harga
No Pertanyaan
SS
S
KS
TS
STS
1
Harga yang ditawarkan dari pelayanan
Rumah Sakit Siti Hajar terjangkau
2
Harga dan fasilitas yang diberikan
Rumah Sakit Siti Hajar sudah sesuai
3
Harga yang ditawarkan Rumah Sakit Siti
Hajar sesuai dengan Kualitas Pelayanan
4
Harga Yang Ditawarkan Rumah Sakit
Siti hajar Berbeda dengan Rumah Sakit
lain
V. Kepuasan Pelanggan
No Pertanyaan
SS
S
KS
TS
STS
1
Saya puas terhadap pelayanan rumah
sakit siti hajar
2
Saya tidak kecewa terhadap pelayanan
rumah sakit siti hajar
3
Saya ingin berobat lagi ke rumah sakit
siti hajar
VI. Loyalitas Pelanggan
No Pertanyaan
SS
S
KS
TS
STS
1
Saya setia terhadap rumah sakit siti hajar
2
Saya tidak ingin beralih ke rumah sakit
lain selain rumah sakit siti hajar
3
Saya merekomendasikan rumah sakit siti
hajar ke orang lain
88
Lampiran 2.
Output
Uji Validitas dan Reliabilitas
Reliability
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
89
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 89.5333 90.740 .455 . .839
Butir_2 89.9333 83.375 .522 . .827
90
Butir_4 89.5333 90.740 .455 . .839
Butir_5 89.9333 83.375 .522 . .827
Butir_6 89.8000 87.407 .459 . .832
Butir_7 89.5333 91.982 .453 . .841
Butir_8 89.6000 89.421 .378 . .836
Butir_9 89.9333 84.892 .386 . .833
Butir_10 89.8333 83.454 .518 . .827
Butir_11 90.1667 82.557 .489 . .828
Butir_12 89.7667 89.840 .402 . .838
Butir_13 90.3000 82.838 .622 . .824
Butir_14 90.3667 83.689 .412 . .832
Butir_15 90.2667 82.478 .456 . .830
Butir_16 90.2333 80.254 .604 . .822
Butir_17 90.3667 78.792 .583 . .823
Butir_18 89.8333 85.385 .473 . .830
Butir_19 90.1000 81.679 .582 . .824
Butir_20 90.1333 83.982 .416 . .831
Butir_21 90.2000 84.855 .398 . .836
Butir_22 90.2333 86.116 .395 . .835
Butir_23 90.3333 86.368 .421 . .842
Lampiran 3.
Daftar Distribusi Jawaban Responden
Variabel Dirensiasi Produk (X
1)
No.
Pernyataan
JLH
1
2
3
1
4
4
4
12
2
4
5
3
12
3
4
4
5
13
4
4
3
5
12
5
3
4
5
12
6
4
4
4
12
7
3
5
4
12
8
3
4
5
12
91
11
3
5
5
13
12
2
5
5
12
13
5
3
5
13
14
2
5
5
12
15
5
3
5
13
16
5
2
5
12
17
4
4
5
13
18
4
4
4
12
19
4
4
5
13
20
5
4
4
13
21
4
4
4
12
22
3
5
4
12
23
4
5
3
12
24
4
4
5
13
25
5
4
5
14
26
4
4
4
12
27
5
2
5
12
28
3
5
5
13
29
5
3
5
13
30
4
4
5
13
31
3
5
5
13
32
4
5
3
12
33
4
5
5
14
34
3
5
5
13
35
4
4
5
13
36
3
5
5
13
37
5
5
5
15
38
5
3
5
13
39
5
5
5
15
40
5
5
5
15
41
5
5
5
15
42
5
5
4
14
43
5
5
5
15
44
3
5
5
13
92
46
4
4
5
13
47
3
5
5
13
48
4
5
5
14
49
3
5
4
12
50
5
4
5
14
51
3
5
5
13
52
4
4
4
12
53
4
4
5
13
54
3
5
5
13
55
4
4
5
13
56
4
5
3
12
57
5
4
4
13
Variabel Dirensiasi Pelayanan (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
3
5
5
2
15
5
4
5
3
4
16
6
3
4
5
5
17
7
3
5
3
5
16
8
4
4
3
5
16
9
5
3
4
4
16
10
3
3
5
5
16
11
4
3
4
5
16
12
4
5
4
4
17
13
3
5
5
4
17
14
3
5
3
5
16
15
4
5
5
2
16
16
3
4
5
3
15
17
5
3
4
3
15
18
5
4
4
3
16
19
3
4
5
4
16
20
3
4
5
3
15
93
23
5
4
4
4
17
24
2
5
5
4
16
25
5
2
5
4
16
26
5
5
2
4
16
27
5
5
3
4
17
28
4
3
5
5
17
29
4
5
4
5
18
30
5
4
4
5
18
31
5
4
5
4
18
32
5
3
5
4
17
33
5
5
5
5
20
34
4
4
4
4
16
35
4
5
5
5
19
36
5
5
4
4
18
37
5
5
4
5
19
38
5
5
5
5
20
39
5
5
5
5
20
40
5
5
5
4
19
41
5
5
5
5
20
42
5
5
5
4
19
43
5
5
5
5
20
44
5
5
5
5
20
45
5
5
5
5
20
46
5
5
5
5
20
47
4
4
5
5
18
48
4
5
5
4
18
49
4
5
5
5
19
50
4
5
5
4
18
51
4
5
4
4
17
52
4
4
5
5
18
53
5
4
4
4
17
54
4
4
5
5
18
55
4
4
4
4
16
56
4
5
5
5
19
94
Variabel Dirensiasi Merk (X
3)
No.
Pernyataan
JLH
1
2
3
4
5
1
4
5
4
5
5
23
2
4
5
4
4
4
21
3
4
4
3
4
3
18
4
4
4
4
4
4
20
5
4
5
3
4
4
20
6
4
5
5
4
4
22
7
4
3
4
4
5
20
8
4
3
5
4
5
21
9
3
4
4
4
5
20
10
4
4
2
4
5
19
11
5
2
3
5
5
20
12
2
4
5
5
5
21
13
5
5
3
5
2
20
14
3
5
5
5
2
20
15
4
2
5
5
5
21
16
2
5
3
5
5
20
17
4
4
4
5
5
22
18
4
4
4
4
4
20
19
4
5
5
4
5
23
20
5
4
4
4
4
21
21
4
5
4
3
4
20
22
4
3
3
4
4
18
23
2
5
5
4
4
20
24
5
5
5
5
2
22
25
4
4
4
4
4
20
26
3
4
4
4
4
19
27
3
4
4
5
4
20
28
4
5
4
4
3
20
29
4
4
5
5
4
22
30
4
5
4
5
5
23
31
4
5
5
5
4
23
32
4
5
4
4
4
21
95
35
4
4
4
4
4
20
36
4
5
4
4
5
22
37
4
5
5
4
5
23
38
4
5
4
4
4
21
39
4
4
4
4
4
20
40
4
5
5
5
4
23
41
4
4
5
4
5
22
42
4
5
4
4
3
20
43
4
5
5
4
5
23
44
4
3
4
4
4
19
45
4
5
5
5
5
24
46
4
3
3
4
4
18
47
4
4
4
3
4
19
48
5
5
2
5
5
22
49
5
2
5
5
5
22
50
2
5
5
4
5
21
51
2
3
5
5
2
17
52
5
3
5
2
3
18
53
5
3
5
2
2
17
54
3
4
4
3
5
19
55
5
3
3
4
4
19
56
2
5
4
5
2
18
57
3
2
5
5
2
17
Variabel Dirensiasi Harga (X
4)
No.
Pernyataan
JLH
1
2
3
4
1
4
3
5
5
17
2
5
4
5
3
17
3
4
4
4
4
16
4
4
5
4
4
17
5
4
4
4
4
16
6
2
5
5
5
17
7
5
5
2
4
16
8
5
2
5
5
17
96
10
5
5
5
2
17
11
4
5
5
2
16
12
3
5
5
4
17
13
4
4
3
4
15
14
5
4
5
5
19
15
4
4
4
4
16
16
4
5
4
4
17
17
4
4
4
3
15
18
5
2
3
5
15
19
4
3
4
5
16
20
3
5
2
5
15
21
5
4
5
5
19
22
4
5
4
4
17
23
4
4
4
4
16
24
4
5
4
4
17
25
4
4
4
4
16
26
4
5
5
5
19
27
4
5
4
4
17
28
4
5
5
4
18
29
4
5
4
4
17
30
5
5
4
5
19
31
5
5
4
4
18
32
4
5
4
5
18
33
4
5
5
5
19
34
4
5
4
4
17
35
5
4
5
5
19
36
4
4
5
5
18
37
5
5
5
5
20
38
5
4
5
5
19
39
5
5
5
5
20
40
5
5
5
5
20
41
5
5
5
4
19
42
4
5
5
5
19
43
4
4
5
4
17
44
5
5
5
5
20
97
47
5
5
5
4
19
48
4
5
4
4
17
49
5
4
4
4
17
50
4
5
4
5
18
51
4
5
4
4
17
52
4
4
4
4
16
53
4
4
5
4
17
54
5
5
5
4
19
55
4
4
4
4
16
56
4
4
4
4
16
57
4
5
4
5
18
Variabel Kepuasan Pelanggan (Z)
No.
Pernyataan
JLH
1
2
3
1
3
5
4
12
2
3
4
5
12
3
4
4
4
12
4
4
4
5
13
5
4
3
5
12
6
4
5
4
13
7
4
5
4
13
8
2
5
5
12
9
5
3
5
13
10
5
5
3
13
11
5
5
2
12
12
3
5
5
13
13
2
5
4
11
14
5
5
2
12
15
5
2
5
12
16
3
5
4
12
17
5
5
4
14
18
3
4
4
11
19
4
3
5
12
20
5
4
5
14
98
22
4
5
4
13
23
3
4
5
12
24
4
4
4
12
25
4
5
4
13
26
4
4
4
12
27
5
3
5
13
28
3
5
5
13
29
5
5
3
13
30
4
5
4
13
31
3
5
4
13
32
4
4
4
12
33
4
5
5
14
34
3
5
3
11
35
5
4
5
14
36
5
4
4
13
37
5
5
5
15
38
5
5
5
15
39
5
5
5
15
40
5
5
5
15
41
5
5
5
15
42
5
5
4
14
43
5
5
5
15
44
5
5
5
15
45
5
5
5
15
46
5
4
5
14
47
4
4
5
13
48
5
4
4
13
49
4
5
4
13
50
4
4
5
13
51
4
4
4
12
52
5
3
5
13
53
3
5
4
12
54
5
5
3
13
55
4
4
3
11
56
3
4
4
11
99
No.
Pernyataan
JLH
1
2
3
4
1
3
4
5
4
16
2
5
4
4
3
16
3
4
3
4
5
16
4
3
5
5
2
15
5
2
5
4
5
16
6
4
5
4
4
17
7
5
4
5
3
17
8
5
2
4
5
16
9
5
4
2
5
16
10
5
5
4
2
16
11
2
5
4
5
16
12
3
4
5
5
17
13
3
4
3
5
15
14
5
2
4
5
16
15
5
4
2
5
16
16
5
3
5
2
15
17
2
5
5
3
15
18
2
3
5
5
15
19
3
4
5
4
16
20
3
4
3
5
15
21
3
3
4
4
14
22
4
5
4
4
17
23
5
5
4
2
16
24
5
2
5
4
16
25
5
3
4
4
16
26
4
5
4
3
16
27
4
5
4
4
17
28
4
5
4
5
18
29
5
5
4
4
18
30
4
5
5
4
18
31
5
4
5
4
18
32
4
4
4
4
16
100
34
4
3
2
5
14
35
4
5
5
5
19
36
5
4
5
4
18
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
5
5
5
20
42
4
5
5
5
19
43
5
5
5
5
20
44
5
5
5
5
20
45
5
5
5
5
20
46
5
5
5
5
20
47
5
4
5
4
18
48
4
5
5
4
18
49
5
5
4
4
18
50
4
5
4
5
18
51
4
5
4
4
17
52
5
5
4
4
18
53
4
5
4
4
17
54
5
4
5
4
18
55
4
4
4
4
16
56
4
4
4
4
16
101
Uji Asumsi Klasik Hipotesis Pertama
Regression
Variables Entered/Removed
Model
Variables
Entered
Variables
Removed Method
1 Diferensiasi_Har
ga,
Diferensiasi_Mer
ek,
Diferensiasi_Pro
duk,
Diferensiasi_Pel
ayanana
. Enter
a. All requested variables entered.
Model Summaryb
Model 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 .949a .902 .894 .563 .902 119.021 4 52 .000 1.960
a. Predictors: (Constant), Diferensiasi_Harga, Diferensiasi_Merek, Diferensiasi_Produk,
Diferensiasi_Pelayanan
b. Dependent Variable: Loyalitas_Pelanggan
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 151.078 4 37.769 119.021 .000a
Residual 16.501 52 .317
Total 167.579 56
a. Predictors: (Constant), Diferensiasi_Harga, Diferensiasi_Merek, Diferensiasi_Produk,
Diferensiasi_Pelayanan
102
Coefficient Correlationsa
Model Diferensiasi_Harga
Diferensiasi_Mer
ek Diferensiasi_Produk
Diferensiasi_Pel
ayanan
1 Correlations Diferensiasi_Harga 1.000 .071 -.086 -.459
Diferensiasi_Merek .071 1.000 -.283 -.008
Diferensiasi_Produk -.086 -.283 1.000 -.469
Diferensiasi_Pelayanan -.459 -.008 -.469 1.000
Covariances Diferensiasi_Harga .004 .000 .000 -.002
Diferensiasi_Merek .000 .002 -.001 -2.256E-5
Diferensiasi_Produk .000 -.001 .011 -.003
Diferensiasi_Pelayanan -.002 -2.256E-5 -.003 .004
a. Dependent Variable: Loyalitas_Pelanggan
Collinearity Diagnosticsa
Model Dimension Eigenvalue
Condition
Index
Variance Proportions
(Constant)
Diferensiasi_
Produk
Diferensiasi_
Pelayanan
Diferensiasi_
Merek
Diferensiasi_
Harga
1 1 4.984 1.000 .00 .00 .00 .00 .00
2 .008 25.165 .01 .00 .10 .52 .11
3 .004 36.478 .14 .11 .37 .01 .42
4 .003 41.985 .31 .35 .13 .46 .20
5 .002 50.072 .54 .54 .40 .02 .28
a. Dependent Variable: Loyalitas_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 14.71 20.32 17.16 1.643 57
Std. Predicted Value -1.487 1.925 .000 1.000 57
Standard Error of Predicted
Value
.093 .275 .162 .041 57
Adjusted Predicted Value 14.81 20.37 17.17 1.636 57
103
Stud. Residual -3.331 2.647 -.010 1.024 57
Deleted Residual -2.084 1.524 -.012 .614 57
Stud. Deleted Residual -3.719 2.818 -.021 1.081 57
Mahal. Distance .533 12.352 3.930 2.570 57
Cook's Distance .000 .518 .028 .086 57
Centered Leverage Value .010 .221 .070 .046 57
104
Analisis Regresi Berganda Hipotesis Pertama
Regression
Variables Entered/Removed
Model
Variables
Entered
Variables
Removed Method
1 Diferensiasi_Har
ga,
Diferensiasi_Mer
ek,
Diferensiasi_Pro
duk,
Diferensiasi_Pel
ayanana
. Enter
a. All requested variables entered.
Casewise Diagnosticsa
Case
Number Std. Residual
Loyalitas_Pelang
gan Predicted Value Residual
1 -.163 16 16.09 -.092
2 -1.195 16 16.67 -.673
3 -.606 16 16.34 -.341
4 -.008 15 15.00 -.004
5 .815 16 15.54 .459
6 .401 17 16.77 .226
7 2.590 17 15.54 1.459
8 .196 16 15.89 .111
9 .815 16 15.54 .459
10 .167 16 15.91 .094
11 .426 16 15.76 .240
12 .581 17 16.67 .327
13 -2.302 15 16.30 -1.297
14 -.501 16 16.28 -.282
15 .246 16 15.86 .139
105
18 -.522 15 15.29 -.294
19 -.113 16 16.06 -.064
20 .301 15 14.83 .169
21 -1.269 14 14.71 -.715
22 1.120 17 16.37 .631
23 -.576 16 16.32 -.325
24 -.372 16 16.21 -.209
25 .037 16 15.98 .021
26 -.321 16 16.18 -.181
27 .760 17 16.57 .428
28 1.708 18 17.04 .962
29 .396 18 17.78 .223
30 -.660 18 18.37 -.372
31 -.222 18 18.12 -.125
32 -1.633 16 16.92 -.920
33 .259 20 19.85 .146
34 -2.844 14 15.60 -1.602
35 .263 19 18.85 .148
36 -.042 18 18.02 -.024
37 .284 20 19.84 .160
38 .467 20 19.74 .263
39 -.568 20 20.32 -.320
40 .284 20 19.84 .160
41 -.489 20 20.28 -.276
42 -.126 19 19.07 -.071
43 .208 20 19.88 .117
44 .388 20 19.78 .219
45 .028 20 19.98 .016
46 .568 20 19.68 .320
47 .059 18 17.97 .033
48 .008 18 18.00 .004
106
50 -.251 18 18.14 -.141
51 .911 17 16.49 .513
52 1.942 18 16.91 1.094
53 .911 17 16.49 .513
54 .059 18 17.97 .033
55 .606 16 15.66 .341
56 -2.999 16 17.69 -1.690
57 .472 17 16.73 .266
a. Dependent Variable: Loyalitas_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 14.71 20.32 17.16 1.643 57
Residual -1.690 1.459 .000 .543 57
Std. Predicted Value -1.487 1.925 .000 1.000 57
Std. Residual -2.999 2.590 .000 .964 57
a. Dependent Variable: Loyalitas_Pelanggan
Lampiran 5.
Output Regresi Hipotesis Kedua
Uji Asumsi Klasik Hipotesis Kedua
Regression
Variables Entered/Removed
Model
Variables
Entered
Variables
Removed Method
1 Diferensiasi_Har
ga,
Diferensiasi_Mer
ek,
Diferensiasi_Pro
duk,
Diferensiasi_Pel
ayanana
. Enter
107
Model Summaryb
Model 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 .784a .615 .585 .743 .615 20.751 4 52 .000 1.938
a. Predictors: (Constant), Diferensiasi_Harga, Diferensiasi_Merek, Diferensiasi_Produk,
Diferensiasi_Pelayanan
b. Dependent Variable: Kepuasan_Pelanggan
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 45.843 4 11.461 20.751 .000a
Residual 28.719 52 .552
Total 74.561 56
a. Predictors: (Constant), Diferensiasi_Harga, Diferensiasi_Merek, Diferensiasi_Produk,
Diferensiasi_Pelayanan
b. Dependent Variable: Kepuasan_Pelanggan
Coefficient Correlationsa
Model
Diferensiasi_Har
ga
Diferensiasi_Mer
ek
Diferensiasi_Pro
duk
Diferensiasi_Pel
ayanan
1 Correlations Diferensiasi_Harga 1.000 .071 -.086 -.459
Diferensiasi_Merek .071 1.000 -.283 -.008
Diferensiasi_Produk -.086 -.283 1.000 -.469
Diferensiasi_Pelayanan -.459 -.008 -.469 1.000
Covariances Diferensiasi_Harga .007 .000 .000 -.003
Diferensiasi_Merek .000 .003 -.002 -3.926E-5
Diferensiasi_Produk .000 -.002 .019 -.006
Diferensiasi_Pelayanan -.003 -3.926E-5 -.006 .008
108
Collinearity Diagnosticsa
Model Dimension Eigenvalue
Condition
Index
Variance Proportions
(Constant)
Diferensiasi_
Produk
Diferensiasi_
Pelayanan
Diferensiasi_
Merek
Diferensiasi_
Harga
1 1 4.984 1.000 .00 .00 .00 .00 .00
2 .008 25.165 .01 .00 .10 .52 .11
3 .004 36.478 .14 .11 .37 .01 .42
4 .003 41.985 .31 .35 .13 .46 .20
5 .002 50.072 .54 .54 .40 .02 .28
a. Dependent Variable: Kepuasan_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 11.75 14.94 12.91 .905 57
Std. Predicted Value -1.284 2.244 .000 1.000 57
Standard Error of Predicted
Value
.122 .363 .213 .054 57
Adjusted Predicted Value 11.81 14.93 12.91 .897 57
Residual -1.355 1.953 .000 .716 57
Std. Residual -1.823 2.629 .000 .964 57
Stud. Residual -2.001 2.776 .000 1.013 57
Deleted Residual -1.652 2.178 .000 .792 57
Stud. Deleted Residual -2.063 2.978 .006 1.038 57
Mahal. Distance .533 12.352 3.930 2.570 57
Cook's Distance .000 .187 .022 .042 57
Centered Leverage Value .010 .221 .070 .046 57
109
Analisis Regresi Berganda Hipotesis Kedua
Regression
Variables Entered/Removed
Model
Variables
Entered
Variables
Removed Method
1 Diferensiasi_Har
ga,
Diferensiasi_Mer
ek,
Diferensiasi_Pro
duk,
Diferensiasi_Pel
ayanana
. Enter
110
Casewise Diagnosticsa
Case
Number Std. Residual
Kepuasan_Pelan
ggan Predicted Value Residual
1 -.736 12 12.55 -.547
2 -.669 12 12.50 -.497
3 -.372 12 12.28 -.276
4 1.459 13 11.92 1.084
5 .075 12 11.94 .056
6 .494 13 12.63 .367
7 1.420 13 11.94 1.056
8 -.369 12 12.27 -.274
9 1.420 13 11.94 1.056
10 .829 13 12.38 .616
11 -.439 12 12.33 -.327
12 .677 13 12.50 .503
13 -1.823 11 12.36 -1.355
14 -.708 12 12.53 -.526
15 -.623 12 12.46 -.463
16 .113 12 11.92 .084
17 2.445 14 12.18 1.817
18 -1.010 11 11.75 -.751
19 -.990 12 12.74 -.735
20 2.629 14 12.05 1.953
21 -.109 12 12.08 -.081
22 1.227 13 12.09 .912
23 -.224 12 12.17 -.167
24 -1.067 12 12.79 -.793
25 .392 13 12.71 .291
26 -.524 12 12.39 -.390
27 .860 13 12.36 .639
28 .085 13 12.94 .063
29 -.320 13 13.24 -.238
111
32 -.930 12 12.69 -.691
33 -.242 14 14.18 -.180
34 -1.312 11 11.98 -.975
35 .571 14 13.58 .425
36 -.581 13 13.43 -.432
37 .077 15 14.94 .058
38 1.434 15 13.93 1.066
39 .328 15 14.76 .244
40 .077 15 14.94 .058
41 .222 15 14.83 .165
42 .057 14 13.96 .042
43 .561 15 14.58 .417
44 1.540 15 13.86 1.145
45 .377 15 14.72 .280
46 .378 14 13.72 .281
47 -.292 13 13.22 -.217
48 -.834 13 13.62 -.620
49 -.105 13 13.08 -.078
50 -.912 13 13.68 -.678
51 -.449 12 12.33 -.334
52 1.189 13 12.12 .883
53 -.449 12 12.33 -.334
54 -.292 13 13.22 -.217
55 -1.602 11 12.19 -1.190
56 -1.802 11 12.34 -1.339
57 .635 13 12.53 .472
a. Dependent Variable: Kepuasan_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 11.75 14.94 12.91 .905 57
112
Std. Predicted Value -1.284 2.244 .000 1.000 57
Std. Residual -1.823 2.629 .000 .964 57
a. Dependent Variable: Kepuasan_Pelanggan
Lampiran 6.
Output Regresi Hipotesis Ketiga
Uji Asumsi Klasik Hipotesis Ketiga
Regression
Variables Entered/Removed
Model
Variables
Entered
Variables
Removed Method
1 Kepuasan_Pelan
ggan,
Diferensiasi_Mer
ek,
Diferensiasi_Har
ga,
Diferensiasi_Pro
duk,
Diferensiasi_Pel
ayanana
. Enter
a. All requested variables entered.
Model Summaryb
Model 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 .966a .933 .927 .468 .933 142.800 5 51 .000 1.933
a. Predictors: (Constant), Kepuasan_Pelanggan, Diferensiasi_Merek, Diferensiasi_Harga,
Diferensiasi_Produk, Diferensiasi_Pelayanan
113
ANOVA
Model Sum of Squares df Mean Square F Sig.
1 Regression 156.407 5 31.281 142.800 .000a
Residual 11.172 51 .219
Total 167.579 56
a. Predictors: (Constant), Kepuasan_Pelanggan, Diferensiasi_Merek, Diferensiasi_Harga,
Diferensiasi_Produk, Diferensiasi_Pelayanan
b. Dependent Variable: Loyalitas_Pelanggan
Coefficient Correlationsa
Model
Kepuasan_
Pelanggan
Diferensiasi_
Merek
Diferensiasi_
Harga
Diferensiasi_
Produk
Diferensiasi_
Pelayanan
1 Correlations Kepuasan_Pelanggan 1.000 -.307 -.301 -.362 -.332
Diferensiasi_Merek -.307 1.000 .157 -.140 .095
Diferensiasi_Harga -.301 .157 1.000 .033 -.313
Diferensiasi_Produk -.362 -.140 .033 1.000 -.292
Diferensiasi_Pelayanan -.332 .095 -.313 -.292 1.000
Covariances Kepuasan_Pelanggan .008 -.001 -.001 -.003 -.002
Diferensiasi_Merek -.001 .001 .000 .000 .000
Diferensiasi_Harga -.001 .000 .003 .000 -.001
Diferensiasi_Produk -.003 .000 .000 .008 -.002
Diferensiasi_Pelayanan -.002 .000 -.001 -.002 .003
a. Dependent Variable: Loyalitas_Pelanggan
Collinearity Diagnosticsa
Model Dimension Eigenvalue
Condition
Index
Variance Proportions
(Constant)
Diferensiasi_
Produk
Diferensiasi_
Pelayanan
Diferensiasi_
Merek
Diferensiasi_
Harga
Kepuasan_
Pelanggan
1 1 5.981 1.000 .00 .00 .00 .00 .00 .00
2 .008 27.346 .01 .00 .08 .47 .08 .01
114
4 .003 44.629 .19 .28 .04 .20 .34 .12
5 .002 49.059 .00 .19 .79 .17 .01 .27
6 .002 60.578 .56 .50 .01 .13 .29 .44
a. Dependent Variable: Loyalitas_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 14.68 20.43 17.16 1.671 57
Std. Predicted Value -1.483 1.955 .000 1.000 57
Standard Error of Predicted
Value
.077 .235 .147 .038 57
Adjusted Predicted Value 14.89 20.49 17.18 1.663 57
Residual -1.182 1.004 .000 .447 57
Std. Residual -2.525 2.145 .000 .954 57
Stud. Residual -2.812 2.239 -.019 1.033 57
Deleted Residual -1.487 1.093 -.019 .525 57
Stud. Deleted Residual -3.029 2.334 -.024 1.066 57
Mahal. Distance .541 13.112 4.912 3.065 57
Cook's Distance .000 .423 .031 .075 57
Centered Leverage Value .010 .234 .088 .055 57
115
Analisis Regresi Berganda Hipotesis Ketiga
Regression
Variables Entered/Removed
Model
Variables
Entered
Variables
Removed Method
1 Kepuasan_Pelan
ggan,
Diferensiasi_Mer
ek,
Diferensiasi_Har
ga,
Diferensiasi_Pro
duk,
Diferensiasi_Pel
ayanana
. Enter
116
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 156.407 5 31.281 142.800 .000a
Residual 11.172 51 .219
Total 167.579 56
a. Predictors: (Constant), Kepuasan_Pelanggan, Diferensiasi_Merek, Diferensiasi_Harga,
Diferensiasi_Produk, Diferensiasi_Pelayanan
b. Dependent Variable: Loyalitas_Pelanggan
Casewise Diagnosticsa
Case
Number Std. Residual
Loyalitas_Pelang
gan Predicted Value Residual
1 .307 16 15.86 .144
2 -.980 16 16.46 -.459
3 -.475 16 16.22 -.222
4 -1.007 15 15.47 -.472
5 .929 16 15.57 .435
6 .145 17 16.93 .068
7 2.145 17 16.00 1.004
8 .489 16 15.77 .229
9 .009 16 16.00 .004
10 -.366 16 16.17 -.171
11 .813 16 15.62 .381
12 .236 17 16.89 .110
13 -1.523 15 15.71 -.713
14 -.119 16 16.06 -.056
15 .723 16 15.66 .338
16 -.087 15 15.04 -.041
17 -1.527 15 15.71 -.715
18 .062 15 14.97 .029
19 .541 16 15.75 .253
20 -1.436 15 15.67 -.672
117
23 -.540 16 16.25 -.253
24 .282 16 15.87 .132
25 -.223 16 16.10 -.104
26 -.028 16 16.01 -.013
27 .327 17 16.85 .153
28 1.998 18 17.06 .935
29 .696 18 17.67 .326
30 -.093 18 18.04 -.044
31 .256 18 17.88 .120
32 -1.330 16 16.62 -.622
33 .477 20 19.78 .223
34 -2.525 14 15.18 -1.182
35 -.074 19 19.03 -.035
36 .347 18 17.84 .162
37 .288 20 19.87 .135
38 -.419 20 20.20 -.196
39 -.909 20 20.43 -.425
40 .288 20 19.87 .135
41 -.741 20 20.35 -.347
42 -.190 19 19.09 -.089
43 -.133 20 20.06 -.062
44 -.586 20 20.27 -.274
45 -.224 20 20.10 -.105
46 .425 20 19.80 .199
47 .270 18 17.87 .126
48 .580 18 17.73 .272
49 -.658 18 18.31 -.308
50 .322 18 17.85 .151
51 1.404 17 16.34 .657
52 1.524 18 17.29 .714
53 1.404 17 16.34 .657
118
55 1.825 16 15.15 .854
56 -2.377 16 17.11 -1.113
57 .134 17 16.94 .063
a. Dependent Variable: Loyalitas_Pelanggan
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 14.68 20.43 17.16 1.671 57
Residual -1.182 1.004 .000 .447 57
Std. Predicted Value -1.483 1.955 .000 1.000 57
Std. Residual -2.525 2.145 .000 .954 57
