Sumarzen Marzuki, Nugroho Dwi Priyohadi, Ferianto Ari Yudha STIA and Newnawati Port Management Surabaya
4. Results and Discussion 1. Research Results
1. Validity test
Table 1. Validity Test Results
No Indicator rcount rtable Explanation
1 Reliability
- Indicator 1 0,907 0,1966 Valid
- Indicator 2 0,843 0,1966 Valid
- Indicator 3 0,952 0,1966 Valid
2 Responsiveness
- Indicator 1 0,893 0,1966 Valid
- Indicator 2 0,883 0,1966 Valid
- Indicator 3 0,890 0,1966 Valid
3 Tangible
- Indicator 1 0,764 0,1966 Valid
- Indicator 2 0,922 0,1966 Valid
- Indicator 3 0,918 0,1966 Valid
4 Assurance
- Indicator 1 0,948 0,1966 Valid
- Indicator 2 0,857 0,1966 Valid
- Indicator 3 0,965 0,1966 Valid
5 Empathy
- Indicator 1 0,952 0,1966 Valid
- Indicator 2 0,878 0,1966 Valid
- Indicator 3 0,881 0,1966 Valid
6 Saticfaction
- Indicator 1 0,908 0,1966 Valid
- Indicator 2 0,857 0,1966 Valid
- Indicator 3 0,974 0,1966 Valid
- Indicator 4 0,974 0,1966 Valid
Source: Primary Processed Data with SPSS
Table 1 shows that all indicators used to measure the variables used in this study have a correlation value greater than 0.166. From these results indicate that all indicators are valid.
4. Reliability Test
Table 2. Reliability Test Results
Variable Alpha Explanation
Reliability 0,883 Reliable
Responsiveness 0,851 Reliable
Tangible 0,830 Reliable
Assurance 0,911 Reliable
Empathy 0,885 Reliable
Satisfaction 0,945 Reliable
Source: Primary Processed Data with SPSS
The results of the reliability test indicate that all variables have a fairly large Alpha coefficient of 0.6 so that it can be said that all measuring concepts of each variable from the questionnaire are reliable, which means that the questionnaire used in this study is a questionnaire that is each reliable.
4.2. Classical Assumption 1. Test Normality Test
Figure 2. Result of Normality Test Source: Processed Data
The test results show that the points are not far from the diagonal line. This means that the regression model is normally distributed.
Figure 3. Histogram of Normality Source: Processed Data
The histogram display can be seen in Figure 3 that the dependent curve and regression standards form an image like a bell. The results above, it can be said that the model meets normality, so it can be tested further.
4.3. Multicollinearity Test
Table 3. Multicollinearity Test Results
Variable Tolerance VIF Explanation
Reliability 0,727 1,376 Not multicolonial
Responsiveness 0,354 2,825 Not multicolonial
Tangible 0,623 1,604 Not multicolonial
Assurance 0,430 2,327 Not multicolonial
Empathy 0,276 3,618 Not multicolonial
Satisfaction 0,727 1,376 Not multicolonial
Source: Primary Processed Data with SPSS
The test results show that the VIF value of all independent variables has a value less than 10. This means that the research variables do not show any symptoms of multicollinearity in the regression model.
4.4. Heteroscedasticity Test
Figure 4. Result of Heteroscedasticity Test Source: Processed Data
Figure 4 shows that the dots are spread out and do not form a pattern. So it can be said that the study did not experience heteroscedasticity.
4.5. Multiple Linear Regression Analysis
Table 4. Multiple Linear Regression Test Results Coefficientsa
Unstandardized Coefficients
Standardized
Coefficients Collinearity Statistics
Model B Std. Error Beta T Sig. Tolerance VIF
1 (Constant) -7,595 1,430 -5,313 0
X1 ,266 ,104 ,135 2,566 ,012 ,727 1,376
X2 ,684 ,138 ,375 4,957 0 ,354 2,825
X3 ,253 ,126 ,114 2 7 ,048 ,623 1,604
X4 ,449 ,105 ,293 4,264 0 ,430 2,327
X5 ,296 ,142 ,179 2,094 ,039 ,276 3,618
a. Dependent Variable: y
Source: Primary Processed Data with SPSS
The regression equation model that can be written from these results is in the form of a regression equation as follows:
Y = 0.135 X1+ 0.375 X2+0.114 X3+0.293 X4+0.179 X5 Based on table 4 it can be interpreted that:
1) The regression coefficient for reliability (X1) of 0.135 indicates that the reliability variable has a positive influence on the customer variable. This means that the better the reliability, the higher the desire.
2) The regression coefficient for Responsiveness (X2) of 0.375 indicates that the Responsiveness variable has a positive influence on the customer variable. This means that the better the Responsiveness, the higher it is.The regression coefficient for Tangible (X3) of 0.114 indicates that the Tangible variable has a positive effect on the variable Customer. This means that the better the Tangible, the higher the expectations.
3) The regression coefficient for Assurance (X4) of 0.293 indicates that the Assurance variable has a positive influence on the customer variable. This means that the more assurance the customer's goals will be higher.
4) The regression coefficient for Empathy (X5) of 0.179 indicates that the Empathy variable has a positive influence on the customer variable. This means that the better the Empathy, the higher the level.
From the results of the multiple regression coefficients that have been described in the next explanation, hypothesis testing will be carried out partially or simultaneously.
1. Hypothesis test
T test (Partial hypothesis testing):
1) The test results between Reliability to the goal obtained a significance value of 0.012 <0.05. With a significance value below 0.05, it shows that reliability has a significant influence on customer satisfaction.
2) The results of the test between Responsiveness to the goal obtained a significance value of 0.00 < 0.05.
With a significance value below 0.05, it indicates that responsiveness has a significant influence on consumer satisfaction.
3) The test results between tangible and the acquisition of a significance value of 0.048 <0.05. With a significance value below 0.05, it shows that physical evidence has a significant influence on consumer satisfaction
4) The test results between Assurance and Customer Loyalty obtained a significance value of 0.0 < 0.05.
With a significance value below 0.05, it shows that Assurance has a significant effect on consumer satisfaction
5) The test results between Empathy to the goal obtained a significance value of 0.039 <0.05. With a significance value below 0.05, it shows that empathy has a significant influence on consumer satisfaction.
2. F Test
Table 5. Simultaneous Effect Test Results ANOVAb
Type Sum of
Squares
Df Mean Square F Sig
1 Regression 1100,612 5 220,122 80,079 0b
Residual 258,388 94 2,749
Total 13590 99
a. Dependent Variable: y
b. Predictors: (Constant), x5, x1, x3, x4, x2 Source: Primary Processed Data with SPSS
Based on the results of the F test in the table above, it is known that equation 1 obtained an F-count value of 80,079 with a significance value of 0 0 < 0 5. These results indicate that reliability, responsiveness, tangible, assurance Empathy together have a significant effect on customers.
3. Coefficient of Determination Test
Table 6. Results of the Coefficient of Determination Model Summaryb
Model R R Square Adjusted R Square
Std. Error of the Estimate
1 ,900a ,810 ,800 1,65795
Source: Primary Processed Data with SPSS
The results of the calculations in table 6 above are obtained by the correlation coefficient or R of 0.900, this indicates that the effect of service quality on customer satisfaction of pilotage services is positive, which is 90.0%. The result of the coefficient of determination or R square (r2) is 0.810 which indicates that 81% of student satisfaction is determined by the quality of the scouting service, while the remaining 19% is influenced by other variables not examined in this study.
4.6. Discussion
1. Effect of Reliability on Customers
The results of this study indicate that reliability has a significant effect on customer satisfaction, this statement can be proven by the results of the probability value being smaller than 0.05, namely 0 0 < 0.05, so HA is accepted and H0 is rejected. Reliability is an important factor in increasing customers, this is done by research conducted by Nguyen and Leblanc and Bellini in Kheng (2013) which states that Reliability has a positive relationship to customer satisfaction.
2. Effect of Responsiveness on Customers
The results of this study indicate that Responsiveness has a significant effect on customer goals. This statement can be proven by the results of a significant probability value less than 0.05, namely 0.048 < 0.05, so that HA is accepted and H0 is rejected. significant influence between Responsiveness to Customers.
Responsiveness is one of the important factors in increasing customers because they generally rate well for implementation related to Responsiveness, this is related to research conducted by Jun and Cai, Diaz and Ruiz, Joseph, Glaveli in Kheng (2013) which states that Responsiveness becomes important thing in building a customer's loyalty, so that the Bank ensures to increase profits.
3. Effect of Tangible on Customers
The results of this study indicate that Tangibles have a significant effect on customer goals. This statement can be proven by a significant probability value less than 0.05, namely 0.012 < 0.05, so that HA is accepted and H0 is rejected. Tangibles become one of the important factors in increasing goals, this is with research conducted by Sureshchandar in Kheng (2013) considers Tangibles as, so that improvements in their interior to increase customers.
4. Effect of Assurance on Customers
The results of this study indicate that the guarantee has a significant effect on small things. This statement can be proven by the results of a probability value of more than 0.05, namely 0 0 < 0.05, so that HA is accepted and H0 is rejected. Assurance is one of the important factors in increasing goals, this is by research conducted by Rahmat Hilmi (2012) in his journal entitled The Effect of Quality on Customer Loyalty at Bank Syariah Mandiri Banjarmasin, states that the Guarantee variable has a positive and significant influence on Customer Loyalty at Bank Syariah Mandiri Banjarmasin.
5. Effect of Empathy on Customers
The results of this study indicate that Empathy has a significant effect on small things. This statement can be proven by the results of the probability value test of more than 0.05, namely 0.039 <0.05, so that HA is accepted and H0 is rejected. The results of this study are in line with the research conducted by Sudarni (2014) with the research title The Effect of Service Quality on Customers of PT. Bank Muamalat Tbk, Sibolga Sub- Branch, which states that Empathy has a positive and significant effect on customers.