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Website : htpp://www.assarent.co.id
Lampiran 2. Hasil uji validitas dan uji reliabilitas (pre-test) Factor Analysis Customer Relationship Mangement
KMO and Bartl ett's Test
.883 233.207 55 .000 Kaiser-Mey er-Olkin Measure of Sampling
Adequacy .
Approx. Chi-Square df
Sig.
Bart lett 's Test of Sphericity
Anti -image Matrices
.280 -.007 -.058 -.059 -.058 -.010 -.023 -.028 .013 -.012 -.059 -.007 .163 .026 -.037 .089 -.042 -.096 .042 -.046 -.089 -.088 -.058 .026 .286 .010 .023 -.095 -.081 .087 -.072 -.086 -.026 -.059 -.037 .010 .269 -.052 -.070 -.054 -.057 .018 -.005 .043 -.058 .089 .023 -.052 .425 -.066 -.076 .067 -.007 -.118 -.078 -.010 -.042 -.095 -.070 -.066 .307 .057 -.008 -.025 -.023 -.016 -.023 -.096 -.081 -.054 -.076 .057 .215 .002 -.048 .055 .032 -.028 .042 .087 -.057 .067 -.008 .002 .335 -.198 -.078 -.156 .013 -.046 -.072 .018 -.007 -.025 -.048 -.198 .411 .074 .070 -.012 -.089 -.086 -.005 -.118 -.023 .055 -.078 .074 .309 .031 -.059 -.088 -.026 .043 -.078 -.016 .032 -.156 .070 .031 .295 .961a -.033 -.205 -.215 -.168 -.034 -.095 -.090 .038 -.041 -.203 -.033 .849a .121 -.179 .338 -.187 -.512 .180 -.178 -.395 -.400 -.205 .121 .890a .035 .066 -.321 -.328 .282 -.211 -.290 -.088 -.215 -.179 .035 .942a -.153 -.243 -.225 -.189 .054 -.017 .151 -.168 .338 .066 -.153 .867a -.182 -.253 .176 -.017 -.326 -.219 -.034 -.187 -.321 -.243 -.182 .934a .222 -.024 -.071 -.074 -.054 -.095 -.512 -.328 -.225 -.253 .222 .870a .008 -.160 .215 .127 -.090 .180 .282 -.189 .176 -.024 .008 .776a -.533 -.242 -.496 .038 -.178 -.211 .054 -.017 -.071 -.160 -.533 .850a .208 .202 -.041 -.395 -.290 -.017 -.326 -.074 .215 -.242 .208 .883a .104 -.203 -.400 -.088 .151 -.219 -.054 .127 -.496 .202 .104 .861a Q1
Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11
Anti-image CovarianceAnti-image Correlation Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11
Measures of Sampling Adequacy (MSA) a.
Rotated Component Matrixa
Only one component was extracted.
The solution cannot be rotated.
a.
Communalities
1.000 .758
1.000 .795
1.000 .672
1.000 .750
1.000 .511
1.000 .706
1.000 .714
1.000 .456
1.000 .466
1.000 .663
1.000 .634
Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11
Initial Extraction
Extraction Method: Principal Component Analy sis.
Total Variance Explained
7.125 64.774 64.774 7.125 64.774 64.774
.961 8.736 73.510
.667 6.063 79.573
.459 4.169 83.742
.409 3.717 87.459
.336 3.051 90.510
.322 2.924 93.434
.271 2.462 95.895
.200 1.821 97.717
.159 1.446 99.162
.092 .838 100.000
Component 1
2 3 4 5 6 7 8 9 10 11
Total % of Variance Cumulat iv e % Total % of Variance Cumulat iv e % Initial Eigenv alues Extract ion Sums of Squared Loadings
Extract ion Method: Principal Component Analy sis.
Component Matri xa
.871 .892 .820 .866 .715 .840 .845 .675 .683 .814 .796 Q1
Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11
1 Component
Extraction Method: Principal Component Analy sis.
1 components extract ed.
a.
Reliabi lity Statisti cs
.943 11
Cronbach's
Alpha N of Items Scale Statistics
42.67 63.264 7.954 11
Mean Variance St d. Dev iation N of Items
Item-Total Statisti cs
38.87 50.878 .836 .934
38.83 52.213 .859 .933
38.80 51.545 .771 .936
38.80 53.269 .829 .935
38.93 54.133 .656 .941
38.67 51.126 .795 .935
38.60 49.903 .799 .936
38.80 53.890 .618 .943
38.87 55.499 .634 .942
38.77 54.668 .768 .937
38.73 51.306 .752 .937
Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Delet ed
Case Processing Summary
30 100.0
0 .0
30 100.0
Valid Excludeda Total Cases
N %
Listwise deletion based on all v ariables in the procedure.
a.
Factor Analysis Customer Satisfaction
KMO and Bartl ett's Test
.777 65.039 10 .000 Kaiser-Mey er-Olkin Measure of Sampling
Adequacy .
Approx. Chi-Square df
Sig.
Bart lett 's Test of Sphericity
Anti -image Matrices
.508 -.161 -.221 .027 .046
-.161 .668 -.041 -.073 -.032
-.221 -.041 .332 -.094 -.119
.027 -.073 -.094 .403 -.209
.046 -.032 -.119 -.209 .398
.719a -.277 -.537 .060 .103
-.277 .889a -.087 -.140 -.062
-.537 -.087 .767a -.258 -.327
.060 -.140 -.258 .783a -.521
.103 -.062 -.327 -.521 .765a
Q12 Q13 Q14 Q15 Q16 Q12 Q13 Q14 Q15 Q16 Anti-image Cov ariance
Anti-image Correlation
Q12 Q13 Q14 Q15 Q16
Measures of Sampling Adequacy (MSA) a.
Communalities
1.000 .526
1.000 .493
1.000 .788
1.000 .675
1.000 .662
Q12 Q13 Q14 Q15 Q16
Initial Extraction
Extraction Method: Principal Component Analy sis.
Total Variance Explained
3.142 62.841 62.841 3.142 62.841 62.841
.813 16.252 79.094
.549 10.978 90.071
.266 5.311 95.382
.231 4.618 100.000
Component 1
2 3 4 5
Total
% of Variance
Cumulativ e
% Total
% of Variance
Cumulativ e
% Initial Eigenv alues Extraction Sums of Squared Loadings
Extraction Method: Principal Component Analy sis.
Reliabi lity Statisti cs
.845 5
Cronbach's
Alpha N of Items
Reliability Customer Satisfaction
Component Matri xa
.725 .702 .887 .821 .813 Q12
Q13 Q14 Q15 Q16
1 Component
Extraction Method: Principal Component Analy sis.
1 components extract ed.
a.
Rotated Component Matrixa
Only one component was extracted.
The solution cannot be rotated.
a.
Scale Statistics
21.00 11.310 3.363 5
Mean Variance St d. Dev iation N of Items
Item-Total Statisti cs
16.53 7.430 .588 .834
16.73 7.651 .565 .839
17.00 7.103 .795 .775
16.83 7.523 .676 .808
16.90 7.886 .668 .812
Q12 Q13 Q14 Q15 Q16
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Delet ed
Case Processing Summary
30 100.0
0 .0
30 100.0
Valid Excludeda Total Cases
N %
Listwise deletion based on all v ariables in the procedure.
a.
Rotated Component Matrixa
Only one component was extracted.
The solution cannot be rotated.
a.
Factor Analysis Customer Loyalty
KMO and Bartl ett's Test
.807 44.412 6 .000 Kaiser-Mey er-Olkin Measure of Sampling
Adequacy .
Approx. Chi-Square df
Sig.
Bart lett 's Test of Sphericity
Anti -image Matrices
.507 -.118 -.124 -.170
-.118 .664 -.131 -.066
-.124 -.131 .461 -.192
-.170 -.066 -.192 .455
.817a -.203 -.256 -.353
-.203 .872a -.237 -.121
-.256 -.237 .788a -.420
-.353 -.121 -.420 .777a
Q17 Q18 Q19 Q20 Q17 Q18 Q19 Q20 Anti-image Cov ariance
Anti-image Correlation
Q17 Q18 Q19 Q20
Measures of Sampling Adequacy (MSA) a.
Communalities
1.000 .703
1.000 .554
1.000 .738
1.000 .733
Q17 Q18 Q19 Q20
Initial Extraction
Extraction Method: Principal Component Analy sis.
Total Variance Explained
2.728 68.190 68.190 2.728 68.190 68.190
.563 14.073 82.264
.392 9.801 92.065
.317 7.935 100.000
Component 1
2 3 4
Total
% of Variance
Cumulat iv e
% Total
% of Variance
Cumulat iv e
% Initial Eigenv alues Extraction Sums of Squared Loadings
Extraction Method: Principal Component Analy sis.
Component Matri xa
.838 .745 .859 .856 Q17
Q18 Q19 Q20
1 Component
Extraction Method: Principal Component Analy sis.
1 components extract ed.
a.
Reliabi lity Statisti cs
.830 4
Cronbach's
Alpha N of Items
Scale Statistics
16.07 5.030 2.243 4
Mean Variance St d. Dev iation N of Items
Item-Total Statisti cs
12.10 2.714 .687 .774
12.10 3.059 .579 .822
11.90 2.714 .715 .759
12.10 3.472 .721 .784
Q17 Q18 Q19 Q20
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Delet ed
Case Processing Summary
30 100.0
0 .0
30 100.0
Valid Excludeda Total Cases
N %
Listwise deletion based on all v ariables in the procedure.
a.
Lampiran 3. Hasil uji validitas dan uji reliabilitas (Full Test)
Factor
Analysis CRMKMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .845
Bartlett's Test of Sphericity
Approx. Chi-Square 362.755
df 55
Sig. .000
Anti-image Matrices
Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11
Anti- image Covar iance
Q1 .528 .015 -.073 -.071 -.031 -.020 -.137 -.006 -.070 .074 .078 Q2 .015 .454 .018 -.095 -.136 .053 -.160 -.013 -.011 -.008 -.083 Q3 -.073 .018 .462 -.112 -.119 .035 .033 -.109 -.008 -.132 -.006 Q4 -.071 -.095 -.112 .476 .043 -.163 .082 .030 -.061 -.064 .091 Q5 -.031 -.136 -.119 .043 .372 -.174 -.017 -.005 .075 -.032 .061 Q6 -.020 .053 .035 -.163 -.174 .348 -.001 -.051 -.092 .008 -.048 Q7 -.137 -.160 .033 .082 -.017 -.001 .353 -.103 -.115 -.056 .116 Q8 -.006 -.013 -.109 .030 -.005 -.051 -.103 .398 -.029 -.010 -.242 Q9 -.070 -.011 -.008 -.061 .075 -.092 -.115 -.029 .438 -.100 -.069 Q10 .074 -.008 -.132 -.064 -.032 .008 -.056 -.010 -.100 .600 -.022 Q11 .078 -.083 -.006 .091 .061 -.048 .116 -.242 -.069 -.022 .619
Anti- imag e Corr elatio n
Q1 .900a .031 -.148 -.141 -.069 -.047 -.317 -.014 -.146 .132 .137 Q2 .031 .859a .040 -.204 -.330 .133 -.399 -.030 -.026 -.015 -.157 Q3 -.148 .040 .879a -.239 -.288 .087 .082 -.255 -.017 -.251 -.011 Q4 -.141 -.204 -.239 .825a .101 -.400 .199 .070 -.133 -.119 .167 Q5 -.069 -.330 -.288 .101 .827a -.484 -.048 -.013 .185 -.068 .126 Q6 -.047 .133 .087 -.400 -.484 .835a -.002 -.137 -.235 .017 -.103 Q7 -.317 -.399 .082 .199 -.048 -.002 .811a -.274 -.293 -.123 .248 Q8 -.014 -.030 -.255 .070 -.013 -.137 -.274 .846a -.070 -.021 -.486 Q9 -.146 -.026 -.017 -.133 .185 -.235 -.293 -.070 .895a -.194 -.132 Q10 .132 -.015 -.251 -.119 -.068 .017 -.123 -.021 -.194 .919a -.036 Q11 .137 -.157 -.011 .167 .126 -.103 .248 -.486 -.132 -.036 .523a
Communalities
Initial Extraction
Q1 1.000 .573
Q2 1.000 .536
Q3 1.000 .552
Q4 1.000 .543
Q5 1.000 .614
Q6 1.000 .627
Q7 1.000 .570
Q8 1.000 .757
Q9 1.000 .585
Q10 1.000 .447
Q11 1.000 .860
Extraction Method: Principal Component Analysis.
Total Variance Explained Compone
nt
Initial Eigenvalues Extraction Sums of Squared Loadings
Rotation Sums of Squared Loadings
Total % of Variance
Cumulativ e %
Total % of Varianc
e
Cumula tive %
Total % of Varianc
e
Cumul ative %
1 5.386 48.961 48.961 5.386 48.961 48.961 4.875 44.314 44.314 2 1.279 11.630 60.591 1.279 11.630 60.591 1.790 16.277 60.591
3 .912 8.288 68.879
4 .682 6.198 75.077
5 .657 5.975 81.052
6 .552 5.015 86.067
7 .446 4.058 90.125
8 .360 3.273 93.398
9 .316 2.872 96.269
10 .219 1.989 98.258
11 .192 1.742 100.000
Extraction Method: Principal Component Analysis.
Component Matrixa
Component
1 2
Q1 .677 -.338
Q2 .732 -.007
Q3 .743 -.002
Q4 .673 -.301
Q5 .763 -.179
Q6 .789 -.074
Q7 .750 -.085
Q8 .726 .479
Q9 .761 .080
Q10 .665 .077
Q11 .267 .888
Extraction Method: Principal Component Analysis.
a. 2 components extracted.
Rotated Component Matrixa Component
1 2
Q1 .753 -.077
Q2 .688 .251
Q3 .696 .260
Q4 .735 -.044
Q5 .777 .102
Q6 .764 .209
Q7 .732 .185
Q8 .511 .704
Q9 .684 .343
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 3 iterations.
Component Transformation Matrix
Component 1 2
1 .936 .353
2 -.353 .936
Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
Factor Analysis Customer Satisfaction
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .878
Bartlett's Test of Sphericity
Approx. Chi-Square 191.999
df 10
Sig. .000
Anti-image Matrices
Q12 Q13 Q14 Q15 Q16
Anti-image Covariance
Q12 .364 -.149 -.102 -.055 -.082
Q13 -.149 .413 -.093 -.077 .002
Q14 -.102 -.093 .343 -.122 -.100
Q15 -.055 -.077 -.122 .438 -.100
Q16 -.082 .002 -.100 -.100 .568
Anti-image Correlation
Q12 .863a -.385 -.288 -.138 -.180
Q13 -.385 .870a -.248 -.181 .005
Q14 -.288 -.248 .863a -.315 -.226
Q15 -.138 -.181 -.315 .895a -.200
Q16 -.180 .005 -.226 -.200 .912a
a. Measures of Sampling Adequacy(MSA)
Communalities
Initial Extraction
Q12 1.000 .761
Q13 1.000 .707
Q14 1.000 .787
Q15 1.000 .708
Q16 1.000 .580
Extraction Method: Principal
Total Variance Explained
Component Initial Eigenvalues Extraction Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative %
1 3.542 70.849 70.849 3.542 70.849 70.849
2 .530 10.604 81.453
3 .381 7.621 89.074
4 .283 5.665 94.739
5 .263 5.261 100.000
Extraction Method: Principal Component Analysis.
Component Matrixa Component
1
Q12 .872
Q13 .841
Q14 .887
Q15 .841
Q16 .762
Extraction Method:
Principal Component Analysis.
a. 1 components extracted.