Lampiran II Uji Validitas dan Reliabilitas
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.
Reliability Statistics
Cronbach's Alpha
Cronbach's Alpha Based on
Standardized Items
N of Items
.941 .941 18
Item Statistics
Mean Std. Deviation N
VAR00001 3.9000 .71197 30
VAR00002 3.8667 .62881 30
VAR00003 3.8667 .73030 30
VAR00004 3.7333 .58329 30
VAR00005 3.8667 .57135 30
VAR00006 3.7667 .50401 30
VAR00007 3.7667 .62606 30
VAR00008 3.5333 .68145 30
VAR00009 3.6333 .71840 30
VAR00010 3.5667 .72793 30
VAR00011 3.6333 .71840 30
Scale Mean
if Item Deleted
Scale
Variance if Item Deleted
Corrected
Item-Total Correlation
Cronbach's
Alpha if Item Deleted
VAR00001 63.0667 69.099 .630 .939
VAR00002 63.1000 71.817 .456 .942
VAR00003 63.1000 68.783 .640 .939
VAR00004 63.2333 70.530 .633 .939
VAR00005 63.1000 70.438 .657 .938
VAR00006 63.2000 73.131 .427 .942
VAR00007 63.2000 69.131 .725 .937
VAR00008 63.4333 69.289 .645 .938
VAR00009 63.3333 67.609 .757 .936
VAR00010 63.4000 68.869 .635 .939
VAR00011 63.3333 68.023 .720 .937
VAR00012 63.3667 65.413 .750 .937
VAR00013 63.1000 69.403 .694 .938
VAR00014 63.3333 70.092 .537 .941
VAR00015 63.1667 66.420 .812 .935
VAR00016 63.2333 69.151 .706 .937
VAR00017 63.2333 66.599 .769 .936
No
PENANGANAN KOMPLAIN KEPERCAYAAN KOMITMEN PELANGGAN
X1 X2 X3 X4 X5 X6 TOTAL X7 X8 X9 X10 X11 X12 TOTAL X13 X14 X15 X16 X17 X18 TOTAL
1 4 4 4 4 5 4 25 4 4 5 4 4 3 24 4 5 4 5 5 4 27
2 4 3 4 3 4 3 21 4 3 4 3 4 3 21 4 3 4 3 4 3 21
3 3 3 4 3 4 4 21 4 3 3 4 4 4 22 4 4 4 4 4 3 23
4 4 3 4 4 4 4 23 4 3 4 4 4 4 23 4 4 4 4 4 4 24
5 4 4 3 4 4 4 23 4 4 4 3 3 4 22 4 3 4 3 4 4 22
6 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 3 4 4 4 4 23
7 3 4 4 4 4 3 22 4 3 3 3 3 3 19 3 4 3 4 3 3 20
8 4 4 4 4 4 4 24 4 3 4 3 4 4 22 4 4 4 4 4 4 24
9 4 4 4 4 4 4 24 4 4 3 4 4 3 22 4 3 3 4 4 4 22
10 4 4 3 4 3 3 21 3 3 3 3 3 3 18 4 4 3 4 4 3 22
11 4 4 5 3 4 3 23 4 3 4 3 5 5 24 5 5 4 5 4 3 26
12 5 5 5 4 4 4 27 4 5 4 4 4 5 26 4 4 5 4 4 4 25
13 4 4 4 4 4 4 24 3 4 4 4 3 4 22 3 4 4 4 4 3 22
14 3 4 4 4 4 4 23 4 4 4 3 4 3 22 3 3 4 4 3 3 20
15 4 4 2 2 4 4 20 2 2 2 3 3 2 14 3 3 2 3 2 2 15
16 4 3 4 3 4 4 22 4 4 4 3 4 3 22 4 3 4 3 4 3 21
17 3 3 4 3 4 3 20 3 4 4 3 3 3 20 3 3 3 3 3 3 18
18 5 5 5 4 4 4 27 4 3 3 2 3 2 17 4 3 3 3 3 3 19
19 2 3 2 3 2 3 15 3 2 2 3 2 2 14 3 3 2 2 2 2 14
Lampiran IV Hasil Pengujian SPSS
Model Summaryb
Model R R Square
Adjusted R Square
Std. Error of the Estimate
1 .700a .491 .480 1.97556
a. Predictors: (Constant), Kepercayaan, Penanganan komplain b. Dependent Variable: Komitmen
Tabel 4.11
ANOVAbModel Sum of Squares df Mean Square F Sig.
1
Regression 364.587 2 182.293 46.708 .000b
Residual 378.573 97 3.903
Total 743.160 99
a. Dependent Variable: Komitmen
b. Predictors: (Constant), Kepercayaan, Penanganan komplain
Coefficients
aModel Unstandardized
Coefficients
Standardized Coefficients
T Sig.
B Std. Error Beta
1
(Constant) 4.093 2.184 1.874 .064
Penanganan komplain .224 .125 .176 1.788 .077
Kepercayaan .594 .103 .569 5.789 .000
No
PENANGANAN KOMPLAIN KEPERCAYAAN KOMITMEN PELANGGAN
X1 X2 X3 X4 X5 X6 TOTAL X7 X8 X9 X10 X11 X12 TOTAL X13 X14 X15 X16 X17 X18 TOTAL
1 4 4 4 4 5 4 25 4 4 5 4 4 3 24 4 5 4 5 5 4 27
2 4 3 4 3 4 3 21 4 3 4 3 4 3 21 4 3 4 3 4 3 21
3 3 3 4 3 4 4 21 4 3 3 4 4 4 22 4 4 4 4 4 3 23
4 4 3 4 4 4 4 23 4 3 4 4 4 4 23 4 4 4 4 4 4 24
5 4 4 3 4 4 4 23 4 4 4 3 3 4 22 4 3 4 3 4 4 22
6 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 3 4 4 4 4 23
7 3 4 4 4 4 3 22 4 3 3 3 3 3 19 3 4 3 4 3 3 20
8 4 4 4 4 4 4 24 4 3 4 3 4 4 22 4 4 4 4 4 4 24
9 4 4 4 4 4 4 24 4 4 3 4 4 3 22 4 3 3 4 4 4 22
10 4 4 3 4 3 3 21 3 3 3 3 3 3 18 4 4 3 4 4 3 22
11 4 4 5 3 4 3 23 4 3 4 3 5 5 24 5 5 4 5 4 3 26
12 5 5 5 4 4 4 27 4 5 4 4 4 5 26 4 4 5 4 4 4 25
13 4 4 4 4 4 4 24 3 4 4 4 3 4 22 3 4 4 4 4 3 22
14 3 4 4 4 4 4 23 4 4 4 3 4 3 22 3 3 4 4 3 3 20
15 4 4 2 2 4 4 20 2 2 2 3 3 2 14 3 3 2 3 2 2 15
16 4 3 4 3 4 4 22 4 4 4 3 4 3 22 4 3 4 3 4 3 21
17 3 3 4 3 4 3 20 3 4 4 3 3 3 20 3 3 3 3 3 3 18
26 5 5 4 4 4 5 27 4 4 4 5 4 5 26 4 4 4 4 4 4 24
27 5 5 4 4 4 4 26 4 4 4 4 4 4 24 5 5 5 4 5 5 29
28 4 4 4 4 4 4 24 5 4 4 5 4 4 26 5 4 4 4 5 4 26
29 3 4 4 4 4 4 23 4 4 3 4 3 4 22 4 3 5 4 4 4 24
30 4 4 3 4 4 4 23 4 3 4 4 5 5 25 4 4 4 4 4 4 24
31 4 4 3 3 4 4 22 4 4 4 4 4 4 24 4 4 3 3 3 3 20
32 5 4 5 5 4 3 26 4 4 4 4 4 4 24 5 5 5 4 5 4 28
33 4 4 4 4 4 4 24 4 3 4 4 3 4 22 3 3 4 3 3 3 19
34 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 3 4 4 4 3 22
35 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 3 4 4 3 4 22
36 4 3 4 4 4 4 23 4 4 4 4 4 4 24 4 4 4 4 3 4 23
37 4 4 4 5 4 4 25 4 5 4 4 4 5 26 4 5 4 4 5 4 26
38 4 4 4 4 4 4 24 4 4 4 4 4 5 25 5 4 4 4 4 4 25
39 3 3 4 3 4 3 20 4 3 4 3 4 4 22 5 5 4 5 4 4 27
40 4 4 4 4 4 4 24 4 4 4 4 4 4 24 3 4 4 4 4 3 22
41 4 4 4 3 4 3 22 3 3 4 3 3 4 20 4 4 4 4 4 4 24
42 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 4 4 4 4 2 22
43 4 4 3 4 3 4 22 4 3 3 4 3 4 21 4 4 4 4 4 3 23
44 4 3 4 3 4 4 22 4 4 4 4 4 4 24 4 4 4 4 4 4 24
45 4 4 4 4 4 4 24 3 4 4 4 3 4 22 3 4 4 4 4 3 22
46 4 4 4 4 3 4 23 4 4 4 4 4 3 23 4 4 4 4 3 4 23
47 3 3 3 3 4 4 20 4 4 2 2 4 4 20 4 3 3 4 4 4 22
48 3 3 5 4 5 5 25 5 4 5 5 4 4 27 4 3 4 4 4 4 23
49 4 5 5 4 5 5 28 5 4 4 5 4 4 26 4 4 4 4 4 4 24
50 4 4 4 4 4 4 24 4 3 4 3 4 4 22 4 4 4 4 4 4 24
51 4 4 4 4 4 4 24 3 4 4 4 3 4 22 3 4 4 4 4 3 22
53 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 4 4 4 5 4 25
54 4 4 4 4 4 4 24 4 4 4 4 4 3 23 4 5 5 4 5 4 27
55 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 4 4 4 4 4 24
56 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 4 4 4 5 4 25
57 4 5 4 4 4 3 24 3 4 3 4 4 3 21 4 3 3 4 4 4 22
58 3 2 2 2 3 3 15 3 3 3 3 3 4 19 4 3 4 3 3 3 20
59 4 4 4 3 4 4 23 4 3 4 5 4 4 24 3 4 4 5 5 5 26
60 4 4 3 3 4 4 22 4 4 4 4 4 4 24 4 4 3 3 3 3 20
61 4 4 4 5 4 4 25 4 4 4 4 5 5 26 5 5 4 4 5 4 27
62 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 3 4 4 3 4 22
63 4 3 4 4 4 4 23 4 4 4 4 4 4 24 4 4 4 4 3 4 23
64 4 4 4 5 4 4 25 4 5 4 4 4 5 26 4 5 4 4 5 4 26
65 3 4 4 4 4 3 22 4 3 3 3 3 3 19 3 4 3 4 3 3 20
66 4 4 4 4 4 4 24 4 3 4 3 4 4 22 4 4 4 4 4 4 24
67 4 4 4 4 4 4 24 4 4 3 4 4 3 22 4 3 3 4 4 4 22
68 4 4 3 4 3 3 21 3 3 3 3 3 3 18 4 4 3 4 4 3 22
69 4 4 4 4 4 4 24 3 4 4 4 4 5 24 4 4 4 4 4 4 24
70 5 4 5 5 4 5 28 4 4 4 4 5 4 25 5 5 5 4 5 4 28
79 4 4 4 4 4 4 24 5 5 4 5 4 5 28 5 4 5 5 5 4 28
80 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 3 4 4 4 4 23
81 4 3 4 3 3 3 20 3 3 3 4 4 4 21 4 3 4 4 3 4 22
82 4 4 4 4 4 4 24 4 3 4 3 4 4 22 4 4 4 4 4 4 24
83 4 4 4 4 4 4 24 4 4 3 4 4 3 22 4 3 3 4 4 4 22
84 4 4 3 4 3 3 21 3 3 3 3 3 3 18 4 4 3 4 4 3 22
85 3 3 4 4 3 4 21 3 3 4 3 4 4 21 3 3 4 4 4 3 21
86 4 4 4 4 4 4 24 4 3 4 4 3 4 22 3 3 4 3 3 3 19
87 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 3 4 4 4 3 22
88 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 3 4 4 3 4 22
89 4 3 4 4 4 4 23 4 4 4 4 4 4 24 4 4 4 4 3 4 23
90 4 4 4 5 4 4 25 4 5 4 4 4 5 26 4 5 4 4 5 4 26
91 4 4 4 4 4 4 24 4 4 4 4 4 5 25 5 4 4 4 4 4 25
92 4 4 3 4 4 4 23 4 4 4 4 4 4 24 4 3 4 4 4 4 23
93 4 3 4 3 4 4 22 4 4 4 3 4 3 22 4 3 4 3 4 3 21
94 4 4 3 4 3 3 21 3 3 3 3 3 3 18 3 3 3 3 3 3 18
95 4 4 3 4 3 4 22 4 4 4 3 4 3 22 4 3 4 4 3 3 21
96 4 3 3 4 3 4 21 4 4 4 4 4 4 24 5 5 4 3 3 3 23
97 4 4 4 4 4 4 24 4 4 4 4 4 4 24 4 4 5 4 3 3 23
98 4 3 3 4 4 3 21 4 4 4 4 4 4 24 5 5 4 3 3 3 23
99 5 5 4 4 4 4 26 5 4 4 4 4 4 25 4 4 4 4 4 4 24