Total Variance Explained
Component Initial Eigenvalues Extraction Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative %
1 3.022 75.540 75.540 3.022 75.540 75.540
2 .572 14.293 89.833
3 .209 5.219 95.053
4 .198 4.947 100.000
Extraction Method: Principal Component Analysis.
Component Matrixa Component
1
Q17 .774
Q18 .924
Q19 .850
Q20 .919
Extraction Method:
Principal Component Analysis.
a. 1 components extracted.
Reliability CRM
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases
Valid 69 100.0
Excludeda 0 .0
Total 69 100.0
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
.888 .889 11
Item Statistics
Mean Std. Deviation N
Q1 3.54 1.037 69
Q2 3.30 .944 69
Q3 3.55 .993 69
Q4 3.49 1.080 69
Q5 3.48 1.009 69
Q6 3.55 1.008 69
Q7 3.42 1.020 69
Q8 3.41 1.019 69
Q9 3.36 1.057 69
Q10 3.41 1.167 69
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
Q1 34.36 51.234 .576 .472 .880
Q2 34.59 51.127 .655 .546 .876
Q3 34.35 50.377 .673 .538 .874
Q4 34.41 50.803 .578 .524 .880
Q5 34.42 50.188 .675 .628 .874
Q6 34.35 49.613 .720 .652 .871
Q7 34.48 50.224 .663 .647 .875
Q8 34.49 50.048 .678 .602 .874
Q9 34.54 49.399 .696 .562 .873
Q10 34.49 49.842 .586 .400 .880
Q11 34.51 56.577 .217 .381 .901
Inter-Item Covariance Matrix
Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11
Q1 1.076 .423 .465 .497 .490 .494 .624 .397 .553 .367 -.036 Q2 .423 .891 .403 .421 .558 .433 .620 .463 .476 .448 .173 Q3 .465 .403 .986 .563 .586 .516 .412 .538 .474 .611 .178 Q4 .497 .421 .563 1.165 .511 .681 .349 .341 .539 .532 .010 Q5 .490 .558 .586 .511 1.018 .689 .517 .465 .427 .509 .075 Q6 .494 .433 .516 .681 .689 1.016 .471 .523 .606 .509 .193 Q7 .624 .620 .412 .349 .517 .471 1.041 .562 .654 .518 .068 Q8 .397 .463 .538 .341 .465 .523 .562 1.039 .571 .509 .515 Q9 .553 .476 .474 .539 .427 .606 .654 .571 1.117 .616 .253 Q10 .367 .448 .611 .532 .509 .509 .518 .509 .616 1.362 .207 Q11 -.036 .173 .178 .010 .075 .193 .068 .515 .253 .207 1.006
Summary Item Statistics
Mean Minimum Maximum Range Maximum / Minimum
Variance N of Items
Item Means 3.445 3.304 3.551 .246 1.075 .007 11
Item Variances 1.065 .891 1.362 .471 1.528 .015 11
Inter-Item Correlations .421 -.035 .677 .712 -19.335 .025 11
Scale Statistics
Mean Variance Std. Deviation N of Items
37.90 60.857 7.801 11
Reliability Customer satisfaction
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases
Valid 69 100.0
Excludeda 0 .0
Total 69 100.0
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
.896 .896 5
Item Statistics
Mean Std. Deviation N
Q12 3.39 .973 69
Q13 2.78 .905 69
Q14 3.04 .962 69
Q15 3.20 .884 69
Inter-Item Covariance Matrix
Q12 Q13 Q14 Q15 Q16
Q12 .948 .630 .674 .552 .528
Q13 .630 .820 .598 .501 .424
Q14 .674 .598 .925 .594 .551
Q15 .552 .501 .594 .782 .476
Q16 .528 .424 .551 .476 .890
Summary Item Statistics
Mean Minimum Maximum Range Maximum / Minimum
Variance N of Items
Item Means 3.122 2.783 3.391 .609 1.219 .051 5
Item Variances .873 .782 .948 .166 1.212 .005 5
Inter-Item Correlations .634 .496 .720 .224 1.451 .005 5
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
Q12 12.22 9.702 .786 .636 .864
Q13 12.83 10.293 .741 .587 .874
Q14 12.57 9.661 .808 .657 .859
Q15 12.41 10.392 .745 .562 .874
Q16 12.42 10.571 .645 .432 .895
Scale Statistics
Mean Variance Std. Deviation N of Items
15.61 15.418 3.927 5
Reliability Customer Loyalty
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases
Valid 69 100.0
Excludeda 0 .0
Total 69 100.0
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
.885 .890 4
Item Statistics
Mean Std. Deviation N
Q17 3.30 1.115 69
Q18 3.16 .964 69
Q19 3.49 1.066 69
Q20 3.30 .960 69
Inter-Item Covariance Matrix
Q17 Q18 Q19 Q20
Q17 1.244 .715 .524 .671
Q18 .715 .930 .759 .730
Q19 .524 .759 1.136 .774
Q20 .671 .730 .774 .921
Summary Item Statistics
Mean Minimum Maximum Range Maximum / Minimum
Variance N of Items
Item Means 3.315 3.159 3.493 .333 1.106 .019 4
Item Variances 1.058 .921 1.244 .324 1.351 .025 4
Inter-Item Correlations .669 .441 .789 .348 1.789 .015 4
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
Q17 9.96 7.513 .625 .495 .904
Q18 10.10 7.240 .849 .723 .816
Q19 9.77 7.328 .713 .643 .866
Q20 9.96 7.307 .839 .716 .820
Scale Statistics
Mean Variance Std. Deviation N of Items
13.26 12.578 3.547 4
Lampiran 4. Hasil Pengujian SEM FULL Test Full Structural Model
Analysis Summary Date and Time
Date: 28 September 2015 Time: 15:50:53
Title
Structural model: 28 September 2015 3:50 PM Groups
Group number 1 (Group number 1) Notes for Group (Group number 1) The model is recursive.
Sample size = 69
Variable Summary (Group number 1) Variable counts (Group number 1) Number of variables in your model: 31 Number of observed variables: 13 Number of unobserved variables: 18 Number of exogenous variables: 16 Number of endogenous variables: 15 Parameter Summary (Group number 1)
Weights Covariances Variances Means Intercepts Total
Fixed 18 0 0 0 0 18
Labeled 0 0 0 0 0 0
Unlabeled 13 0 16 0 0 29
Total 31 0 16 0 0 47
Assessment of normality (Group number 1)
Variable min max skew c.r. kurtosis c.r.
CL4 1.000 5.000 -.337 -1.143 -.499 -.846 CL3 1.000 5.000 -.421 -1.429 -.672 -1.140
CL2 1.000 5.000 .173 .586 -.298 -.506
CL1 1.000 5.000 -.109 -.369 -1.074 -1.821 CS1 1.000 5.000 -.173 -.587 -.689 -1.168 CS2 1.000 4.000 -.398 -1.350 -.564 -.956
CS3 1.000 5.000 .613 2.079 .699 1.185
CS4 1.000 5.000 .237 .804 -.124 -.211
CS5 1.000 5.000 .041 .138 -.285 -.483
CRM1 1.000 5.000 -.218 -.738 .916 1.553 CRM2 1.000 5.000 -.509 -1.727 .721 1.222 CRM3 1.000 5.000 -.355 -1.202 .973 1.649 CRM4 1.000 5.000 -.682 -2.313 .652 1.106
Multivariate 20.247 4.258
Observations farthest from the centroid (Mahalanobis distance) (Group number 1) Observation number Mahalanobis d-squared p1 p2
25 32.643 .002 .125
Observation number Mahalanobis d-squared p1 p2
67 27.104 .012 .202
30 26.277 .016 .093
14 24.624 .026 .104
24 24.293 .029 .047
38 22.017 .055 .180
22 21.390 .066 .165
57 21.380 .066 .083
64 21.066 .072 .057
47 20.986 .073 .028
49 19.440 .110 .134
65 19.152 .118 .111
3 18.892 .126 .091
21 18.783 .130 .059
16 18.731 .132 .033
4 18.315 .146 .038
59 17.691 .170 .067
51 17.686 .170 .037
20 17.076 .196 .069
60 17.009 .199 .045
63 16.860 .206 .035
28 16.740 .211 .025
61 16.551 .221 .021
31 15.524 .276 .116
8 15.404 .283 .093
44 14.061 .370 .496
66 13.800 .388 .523
33 13.481 .411 .583
48 13.408 .417 .522
68 13.178 .434 .542
40 12.863 .458 .606
19 12.564 .482 .664
50 12.422 .493 .644
46 12.098 .520 .715
27 11.651 .556 .828
55 11.372 .580 .863
32 10.830 .625 .949
17 10.643 .641 .952
52 10.578 .646 .935
58 10.435 .658 .931
1 10.133 .683 .954
37 9.823 .708 .972
26 9.238 .755 .995
Observation number Mahalanobis d-squared p1 p2
6 9.007 .772 .992
5 8.947 .777 .988
35 8.773 .790 .988
53 8.622 .801 .987
45 8.601 .802 .977
69 8.123 .835 .993
29 7.670 .864 .998
23 7.470 .876 .999
43 7.204 .891 .999
36 6.990 .903 .999
10 6.749 .915 .999
11 6.749 .915 .998
12 6.749 .915 .995
13 6.749 .915 .987
15 6.684 .918 .975
9 6.640 .920 .952
56 6.443 .929 .943
62 6.437 .929 .883
34 6.280 .935 .843
41 5.425 .965 .965
54 5.261 .969 .937
18 5.212 .970 .850
42 4.587 .983 .890
39 4.391 .986 .756
7 3.877 .992 .592
Models
Default model (Default model) Notes for Model (Default model)
Computation of degrees of freedom (Default model) Number of distinct sample moments: 91 Number of distinct parameters to be estimated: 29 Degrees of freedom (91 - 29): 62 Result (Default model)
Minimum was achieved Chi-square = 104.873 Degrees of freedom = 62 Probability level = .001
Group number 1 (Group number 1 - Default model) Estimates (Group number 1 - Default model) Scalar Estimates (Group number 1 - Default model) Maximum Likelihood Estimates
Regression Weights: (Group number 1 - Default model)
Estimate S.E. C.R. P Label Customer_Satisfaction <--- Customer_Relationship_Mangement 1.203 .350 3.436 ***
Customer_Loyalty <--- Customer_Relationship_Mangement .741 .322 2.300 .021 Customer_Loyalty <--- Customer_Satisfaction .571 .175 3.266 .001 CRM4 <--- Customer_Relationship_Mangement 1.000
CRM3 <--- Customer_Relationship_Mangement 1.847 .433 4.269 ***
CRM2 <--- Customer_Relationship_Mangement 1.735 .420 4.132 ***
CRM1 <--- Customer_Relationship_Mangement 1.805 .428 4.219 ***
CS5 <--- Customer_Satisfaction 1.000
CS4 <--- Customer_Satisfaction 1.008 .154 6.527 ***
CS3 <--- Customer_Satisfaction 1.162 .167 6.946 ***
CS2 <--- Customer_Satisfaction 1.017 .158 6.426 ***
CS1 <--- Customer_Satisfaction 1.173 .169 6.924 ***
CL1 <--- Customer_Loyalty 1.000
CL2 <--- Customer_Loyalty 1.100 .160 6.874 ***
CL3 <--- Customer_Loyalty 1.100 .175 6.272 ***
CL4 <--- Customer_Loyalty 1.107 .160 6.940 ***
Standardized Regression Weights: (Group number 1 - Default model) Estimate Customer_Satisfaction <--- Customer_Relationship_Mangement .675 Customer_Loyalty <--- Customer_Relationship_Mangement .371 Customer_Loyalty <--- Customer_Satisfaction .509 CRM4 <--- Customer_Relationship_Mangement .503 CRM3 <--- Customer_Relationship_Mangement .872 CRM2 <--- Customer_Relationship_Mangement .799 CRM1 <--- Customer_Relationship_Mangement .842
CS5 <--- Customer_Satisfaction .739
CS4 <--- Customer_Satisfaction .795
CS3 <--- Customer_Satisfaction .843
CS2 <--- Customer_Satisfaction .783
CS1 <--- Customer_Satisfaction .840
CL1 <--- Customer_Loyalty .701
CL2 <--- Customer_Loyalty .892
CL3 <--- Customer_Loyalty .807
CL4 <--- Customer_Loyalty .902
Variances: (Group number 1 - Default model)
Estimate S.E. C.R. P Label Customer_Relationship_Mangement .151 .071 2.113 .035
z1 .261 .082 3.190 .001
z2 .210 .072 2.913 .004
e4 .444 .079 5.604 ***
e3 .162 .045 3.609 ***
Estimate S.E. C.R. P Label
e1 .202 .049 4.107 ***
e9 .399 .077 5.168 ***
e8 .284 .058 4.880 ***
e7 .264 .059 4.464 ***
e6 .312 .063 4.952 ***
e5 .274 .061 4.492 ***
e10 .624 .116 5.377 ***
e11 .188 .048 3.917 ***
e12 .391 .079 4.940 ***
e13 .169 .046 3.688 ***
Squared Multiple Correlations: (Group number 1 - Default model) Estimate
Customer_Satisfaction .456
Customer_Loyalty .651
CL4 .814
CL3 .651
CL2 .795
CL1 .491
CS1 .706
CS2 .613
CS3 .710
CS4 .632
CS5 .546
CRM1 .709
CRM2 .639
CRM3 .760
CRM4 .253
Matrices (Group number 1 - Default model)
Factor Score Weights (Group number 1 - Default model)
CL4 CL3 CL2 CL1 CS1 CS2 CS3 CS4 CS5 Customer_Relationship_Mangement .017 .007 .015 .004 .008 .006 .008 .007 .005 Customer_Satisfaction .033 .014 .030 .008 .175 .133 .180 .145 .103 Customer_Loyalty .290 .124 .259 .071 .022 .017 .022 .018 .013
CRM1 CRM2 CRM3 CRM4 Customer_Relationship_Mangement .138 .104 .175 .035
Customer_Satisfaction .017 .013 .021 .004
Customer_Loyalty .023 .017 .029 .006
Total Effects (Group number 1 - Default model) Customer_Relationship_Mange
ment
Customer_Satisfact ion
Customer_Loya lty Customer_Satisfact
ion 1.203 .000 .000
Customer_Loyalty 1.427 .571 .000
CL4 1.580 .632 1.107
CL3 1.570 .628 1.100
CL2 1.570 .628 1.100
CL1 1.427 .571 1.000
CS1 1.412 1.173 .000
CS2 1.224 1.017 .000
CS3 1.398 1.162 .000
CS4 1.212 1.008 .000
CS5 1.203 1.000 .000
CRM1 1.805 .000 .000
CRM2 1.735 .000 .000
CRM3 1.847 .000 .000
CRM4 1.000 .000 .000
Standardized Total Effects (Group number 1 - Default model)
Customer_Relationship_Mangement Customer_Satisfaction Customer_Loyalty
Customer_Satisfaction .675 .000 .000
Customer_Loyalty .714 .509 .000
CL4 .644 .459 .902
CL3 .576 .411 .807
CL2 .637 .454 .892
CL1 .501 .357 .701
CS1 .567 .840 .000
CS2 .529 .783 .000
CS3 .569 .843 .000
CS4 .536 .795 .000
CS5 .499 .739 .000
CRM1 .842 .000 .000
CRM2 .799 .000 .000
CRM3 .872 .000 .000
CRM4 .503 .000 .000
Direct Effects (Group number 1 - Default model) Customer_Relationship_M
angement
Customer_Sat
isfaction Customer_Loyalty Customer_Satisfac
tion 1.203 .000 .000
Customer_Loyalty .741 .571 .000
CL4 .000 .000 1.107
CL3 .000 .000 1.100
CL2 .000 .000 1.100
CL1 .000 .000 1.000
CS1 .000 1.173 .000
CS2 .000 1.017 .000
Customer_Relationship_M angement
Customer_Sat
isfaction Customer_Loyalty
CS4 .000 1.008 .000
CS5 .000 1.000 .000
CRM1 1.805 .000 .000
CRM2 1.735 .000 .000
CRM3 1.847 .000 .000
CRM4 1.000 .000 .000
Standardized Direct Effects (Group number 1 - Default model) Customer_Relationship_Mange
ment Customer_Satisfaction Customer_L oyalty Customer_Satisfact
ion .675 .000 .000
Customer_Loyalty .371 .509 .000
CL4 .000 .000 .902
CL3 .000 .000 .807
CL2 .000 .000 .892
CL1 .000 .000 .701
CS1 .000 .840 .000
CS2 .000 .783 .000
CS3 .000 .843 .000
CS4 .000 .795 .000
CS5 .000 .739 .000
CRM1 .842 .000 .000
CRM2 .799 .000 .000
CRM3 .872 .000 .000
CRM4 .503 .000 .000
Indirect Effects (Group number 1 - Default model) Customer_Relationshi
p_Mangement
Customer_Satisf action
Customer_Loyal ty
Customer_Satisfaction .000 .000 .000
Customer_Loyalty .687 .000 .000
CL4 1.580 .632 .000
CL3 1.570 .628 .000
CL2 1.570 .628 .000
CL1 1.427 .571 .000
CS1 1.412 .000 .000
CS2 1.224 .000 .000
CS3 1.398 .000 .000
CS4 1.212 .000 .000
CS5 1.203 .000 .000
CRM1 .000 .000 .000
CRM2 .000 .000 .000
CRM3 .000 .000 .000
CRM4 .000 .000 .000
Standardized Indirect Effects (Group number 1 - Default model) Customer_Relationship_Man
gement
Customer_Satisfa ction
Custome r_Loyalty Customer_Satisfa
ction .000 .000 .000
Customer_Loyalt
y .343 .000 .000
CL4 .644 .459 .000
CL3 .576 .411 .000
CL2 .637 .454 .000
CL1 .501 .357 .000
CS1 .567 .000 .000
CS2 .529 .000 .000
CS3 .569 .000 .000
CS4 .536 .000 .000
CS5 .499 .000 .000
CRM1 .000 .000 .000
CRM2 .000 .000 .000
CRM3 .000 .000 .000
CRM4 .000 .000 .000
Modification Indices (Group number 1 - Default model) Covariances: (Group number 1 - Default model)
M.I. Par Change
e10 <--> e12 7.314 -.180
e9 <--> Customer_Relationship_Mangement 4.785 .072
e9 <--> z1 4.545 -.099
e9 <--> z2 10.080 .138
e1 <--> e10 4.525 .109
e2 <--> e6 4.807 -.089
e2 <--> e9 5.422 .105
e3 <--> e11 5.192 -.069
e3 <--> e9 4.020 -.079
Variances: (Group number 1 - Default model) M.I. Par Change
Regression Weights: (Group number 1 - Default model)
M.I. Par Change
CS2 <--- CRM2 5.319 -.199
CS5 <--- Customer_Relationship_Mangement 4.785 .480
CS5 <--- Customer_Loyalty 6.064 .266
CS5 <--- CL4 4.811 .186
CS5 <--- CL2 7.734 .235
M.I. Par Change
CS5 <--- CRM1 5.499 .228
CS5 <--- CRM2 8.550 .280
Model Fit Summary CMIN
Model NPAR CMIN DF P CMIN/DF
Default model 29 104.873 62 .001 1.692
Saturated model 91 .000 0
Independence model 13 678.931 78 .000 8.704
RMR, GFI
Model RMR GFI AGFI PGFI
Default model .066 .817 .732 .557 Saturated model .000 1.000
Independence model .423 .232 .104 .199 Baseline Comparisons
Model NFI
Delta1
RFI rho1
IFI Delta2
TLI
rho2 CFI Default model .846 .806 .931 .910 .929
Saturated model 1.000 1.000 1.000
Independence model .000 .000 .000 .000 .000 Parsimony-Adjusted Measures
Model PRATIO PNFI PCFI
Default model .795 .672 .738 Saturated model .000 .000 .000 Independence model 1.000 .000 .000 NCP
Model NCP LO 90 HI 90
Default model 42.873 18.464 75.161
Saturated model .000 .000 .000
Independence model 600.931 521.404 687.920 FMIN
Model FMIN F0 LO 90 HI 90
Default model 1.542 .630 .272 1.105 Saturated model .000 .000 .000 .000 Independence model 9.984 8.837 7.668 10.116
RMSEA
Model RMSEA LO 90 HI 90 PCLOSE
Default model .101 .066 .134 .012
Independence model .337 .314 .360 .000
AIC
Model AIC BCC BIC CAIC
Default model 162.873 177.910 227.662 256.662 Saturated model 182.000 229.185 385.304 476.304 Independence model 704.931 711.672 733.975 746.975 ECVI
Model ECVI LO 90 HI 90 MECVI
Default model 2.395 2.036 2.870 2.616 Saturated model 2.676 2.676 2.676 3.370 Independence model 10.367 9.197 11.646 10.466 HOELTER
Model HOELTER
.05
HOELTER .01
Default model 53 59
Independence model 10 12
Execution time summary Minimization: .006 Miscellaneous: .969 Bootstrap: .241
Total: 1.216
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
R1 4 5 4 4 3 3 5 4 4 5 4 4 3 3 3 4 3
R2 3 2 2 3 2 3 2 3 3 3 4 2 2 2 2 2 2
R3 3 3 4 4 4 4 4 4 4 4 4 4 3 3 3 4 2
R4 5 3 4 5 3 4 3 4 4 3 4 4 3 3 3 3 4
R5 4 4 3 4 5 4 4 3 4 5 2 3 2 3 3 4 5
R6 5 5 4 4 5 4 5 5 5 4 3 3 3 3 3 4 5
R7 4 3 3 3 3 4 3 4 3 3 4 3 2 3 3 3 3
R8 2 4 2 3 3 3 3 3 3 2 4 4 4 3 4 4 3
R9 5 5 5 5 5 5 5 5 5 5 3 5 4 5 5 5 5
R10 5 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5 5
R11 5 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5 5
R12 5 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5 5
R13 5 5 5 5 5 5 5 5 5 5 4 5 4 5 5 5 5
R14 3 2 4 4 4 4 4 4 3 4 2 4 3 3 3 3 5
R15 3 4 4 4 4 4 4 2 4 4 4 4 3 3 4 3 4
R16 4 4 3 4 2 4 2 2 3 4 2 4 3 5 5 5 4
R17 2 4 4 4 4 4 4 4 2 4 2 4 3 3 3 2 2
R18 5 2 2 5 2 4 4 2 5 5 2 3 3 3 3 3 4
R19 4 3 3 4 4 4 4 4 4 4 5 5 4 5 4 3 4
R20 1 1 1 1 1 1 1 1 1 1 5 2 1 2 2 1 1
R21 2 3 5 4 5 5 2 2 4 4 4 5 3 3 3 4 3
R22 5 4 4 4 4 4 4 4 2 2 5 4 3 3 2 2 2
R23 3 4 4 4 4 4 4 4 5 4 5 4 3 3 4 4 4
R24 2 2 5 5 4 5 2 5 4 5 5 2 1 2 2 2 2
R25 5 2 4 4 4 5 5 4 5 2 1 2 1 1 3 2 2
R26 3 4 4 4 4 3 3 4 2 2 3 4 4 3 4 4 4
R27 2 4 2 2 4 4 4 4 2 4 4 3 2 3 3 3 4
R28 4 4 4 4 4 4 4 4 3 4 3 4 4 3 4 2 4
R29 2 2 2 2 2 2 2 2 2 2 4 2 1 2 2 2 2
R30 4 4 4 5 4 5 4 3 4 4 5 4 2 3 4 4 2
R31 3 2 4 5 2 2 2 4 2 4 4 2 1 1 1 2 2
R32 3 3 2 4 3 4 3 2 3 3 2 2 2 3 2 3 2
R33 4 3 3 3 3 3 3 3 3 1 3 3 2 2 3 2 4
R34 3 3 3 3 4 4 2 4 3 4 4 3 3 2 3 3 3
R35 2 3 4 4 2 2 3 2 4 4 2 3 3 2 3 3 2
R36 3 2 3 3 2 2 2 2 2 2 2 3 3 3 3 2 2
R37 3 3 3 3 3 3 3 3 3 3 3 2 3 3 4 3 3
R38 4 3 4 2 3 3 3 3 4 2 3 2 4 3 4 3 4
R39 4 4 4 4 4 4 4 4 3 2 4 3 3 3 3 4 4
R40 4 3 4 2 3 3 4 4 4 4 4 4 3 3 3 3 4
R41 4 3 4 3 4 2 4 3 3 3 3 2 2 2 3 3 3
R42 3 3 3 3 4 4 3 4 3 2 4 3 3 3 4 3 3
R43 3 3 4 4 3 3 3 2 2 4 2 3 2 2 3 3 3
R44 3 3 3 3 3 3 3 3 2 3 3 4 4 5 3 3 3
R45 4 4 4 4 4 4 2 4 4 2 4 3 2 3 3 3 4
R46 5 5 5 5 4 5 5 4 5 5 4 3 3 3 3 3 3
R47 4 4 2 2 4 2 4 2 2 2 2 4 4 3 2 4 4
R48 3 3 3 4 4 3 3 4 4 5 4 2 2 3 2 4 4
R49 3 3 3 3 3 3 3 4 3 2 4 4 4 5 4 3 4
R50 2 4 4 2 2 2 4 4 4 4 4 4 4 3 3 3 4
R51 4 4 2 2 2 2 4 4 4 4 4 3 3 3 3 3 2
R52 5 2 4 2 3 4 4 4 4 4 4 4 3 3 2 3 3
R53 3 3 4 2 3 4 4 3 2 4 3 3 2 3 3 3 4
R54 4 3 3 4 4 4 4 3 3 3 3 3 3 3 3 3 2
R55 4 3 4 4 4 4 2 2 3 2 2 4 3 3 3 4 4
R56 4 3 4 4 4 4 4 3 3 3 3 3 3 3 4 3 3
R57 3 3 4 4 3 4 2 4 2 4 4 3 3 3 3 4 2
R58 4 3 3 3 4 4 4 3 3 3 3 4 3 3 3 3 2
R59 2 3 3 2 2 2 4 4 4 2 4 5 4 5 4 3 2
R60 4 3 5 4 4 3 3 3 3 4 3 4 3 3 3 4 4
R61 4 3 4 4 2 4 4 4 4 2 4 4 2 3 4 3 2
R62 3 4 4 2 4 4 4 4 4 4 4 3 2 3 3 3 4
R63 1 1 1 1 1 1 1 1 1 1 1 1 2 1 2 1 1
R64 3 3 4 2 4 4 2 4 3 4 4 2 1 2 2 2 3
R65 4 3 3 3 3 3 3 2 2 2 2 4 2 3 4 2 2
R66 4 3 4 3 3 3 3 4 4 4 4 4 3 2 3 4 4
R67 5 3 5 3 5 2 3 2 2 5 2 2 1 3 2 4 5
R68 4 3 3 2 4 4 4 4 4 4 4 3 3 3 3 2 4
R69 3 4 2 5 4 4 3 2 4 2 2 4 3 3 4 4 5
Customer Relationship Mangement Customer Satisfaction TABULASI DATA KUESIONER
No Customer Loyalty
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Customer Relationship Mangement Customer Satisfaction
No Customer Loyalty
3,536 3,304 3,551 3,493 3,478 3,551 3,420 3,406 3,362 3,406 3,391 3,391 2,783 3,043 3,203 3,188 3,304
18 19 20
3 4 4 4,50 3,67 4,00 ###
3 3 2 2,50 2,33 2,75 ###
2 4 4 3,00 4,00 4,00 ###
5 5 3 4,00 4,00 3,75 ###
4 3 4 4,00 4,00 3,75 ###
4 4 4 5,00 4,33 4,75 ###
3 4 3 3,50 3,00 3,50 ###
5 5 4 3,00 2,67 3,00 ###
5 5 5 5,00 5,00 5,00 ###
5 5 5 5,00 5,00 5,00 ###
5 5 5 5,00 5,00 5,00 ###
5 5 5 5,00 5,00 5,00 ###
5 5 5 5,00 5,00 5,00 ###
4 2 4 2,50 4,00 3,75 ###
4 4 4 3,50 4,00 3,50 ###
4 4 4 4,00 3,00 2,75 ###
2 2 2 3,00 4,00 3,50 ###
3 4 4 3,50 3,00 3,75 ###
3 4 4 3,50 3,67 4,00 ###
1 1 1 1,00 1,00 1,00 ###
4 5 4 2,50 4,67 3,25 ###
2 2 2 4,50 4,00 3,50 ###
4 4 4 3,50 4,00 4,25 ###
2 2 2 2,00 4,67 4,00 ###
2 2 2 3,50 4,00 4,75 ###
4 4 4 3,50 4,00 3,00 ###
4 5 4 3,00 2,67 3,50 ###
4 4 4 4,00 4,00 3,75 ###
2 2 2 2,00 2,00 2,00 ###
3 5 2 4,00 4,33 4,00 ###
3 4 3 2,50 3,67 2,50 ###
3 3 3 3,00 3,00 3,00 ###
3 4 4 3,50 3,00 3,00 ###
3 4 3 3,00 3,33 3,25 ###
3 4 3 2,50 3,33 2,75 ###
2 2 2 2,50 2,67 2,00 ###
3 3 3 3,00 3,00 3,00 ###
3 4 4 3,50 3,00 3,25 ###
4 4 4 4,00 4,00 3,75 ###
2 4 3 3,50 3,00 3,75 ###
3 3 3 3,50 3,67 3,00 ###
3 3 3 3,00 3,33 3,50 ###
3 3 3 3,00 3,67 2,50 ###
3 3 3 3,00 3,00 2,75 ###
3 4 4 4,00 4,00 3,50 ###
3 3 3 5,00 4,67 4,75 ###
4 4 4 4,00 2,67 2,50 ###
3 3 3 3,00 3,67 3,50 ###
3 3 3 3,00 3,00 3,25 ###
3 4 3 3,00 2,67 3,50 ###
2 3 2 4,00 2,00 3,50 ###
3 4 3 3,50 3,00 4,00 ###
2 2 3 3,00 3,00 3,25 ###
3 3 3 3,50 3,67 3,50 ###
3 4 3 3,50 4,00 2,75 ###
3 3 3 3,50 4,00 3,50 ###
3 2 4 3,00 3,67 3,00 ###
4 4 4 3,50 3,33 3,50 ###
3 4 4 2,50 2,33 3,50 ###
2 2 2 3,50 4,33 3,00 ###
2 4 4 3,50 3,33 4,00 ###
3 4 4 3,50 3,33 4,00 ###
1 1 1 1,00 1,00 1,00 ###
3 5 4 3,00 3,33 3,25 ###
2 2 2 3,50 3,00 2,50 ###
4 4 4 3,50 3,33 3,50 ###
3 2 2 4,00 4,33 2,25 ###
2 2 2 3,50 3,00 4,00 ###
4 4 4 3,50 3,67 3,25 ###
TABULASI DATA KUESIONER
Customer Loyalty