lampiran 1 : kuesioner no. kuesioner : kuesioner penelitian · 62 lampiran 1 : kuesioner no....
TRANSCRIPT
62
Lampiran 1 : Kuesioner
No. Kuesioner :___
Kuesioner Penelitian
“Analisa Pengaruh Kepuasan Financial Benefit, Social Benefit, dan Structural
Ties Membership Card terhadap Loyalitas Pelanggan di Hotel Bintang 3 di
Surabaya”
Jenis Kelamin : 1. Pria
2. Wanita
Usia : 1. 17-30 tahun
2. 31-40 tahun
3. 41-55 tahun
4. >= 56 tahun
Pekerjaan :1. Pegawai negeri
2. Pegawai swasta
3. Wirausaha
4. Lainnya............
Penghasilan/bln :1. Rp. 1000.000,- s/d Rp. 3000.000,-
2. Rp. 3000.001,- s/d Rp. 6000.000.-
3. Rp. 6000.001,- s/dRp. 9000.000,-
4. >= Rp. 9000.001,-
Jumlah penggunaan membership card : 1. 2-5 kali
2. 6-9 kali
3. >=10kali
Lingkarilah jawaban anda (pilih salah satu):
1. Apakah anda memiliki Swiss-Belinn Executive Card (SBEC), Santika
Important Person (SIP), atau Le Club Accorhotels (LCA) ?
Ya (lanjut ke pertanyaan berikutnya)
Tidak (Stop, terima kasih atas partisipasi Anda)
2. Apakah anda pernah menggunakan fasilitas-fasilitas Swiss-Belinn
Executive Card (SBEC), Santika Important Person (SIP), atau Le Club
Accorhotels (LCA) ?
Ya (lanjut ke pertanyaan berikutnya)
Responden Yth.,
Kami selaku mahasiswi Program Studi Manajemen Perhotelan Universitas
Kristen Petra Surabaya yang sedang melakukan penelitian tentang pengaruh
manfaat financial benefit, social benefit, dan structural ties membership card
terhadap loyalitas pelanggan di hotel bintang 3 di Surabaya. Demi tercapainya
hasil penelitian yang akurat, mohon kesediaan Anda untuk berpartisipasi dengan
menjawab kuesioner ini secara lengkap dan benar. Atas kerjasama dan
partisipasinya, kami ucapkan terima kasih.
63
Tidak (Stop, terima kasih atas partisipasi Anda
(Lanjutan)
3. Anda mengetahui program Swiss-Belinn Executive Card (SBEC), Santika
Important Person (SIP), atau Le Club Accorhotels (LCA) pertama kali
dari :
Website dari hotel
Teman
Keluarga
Penawaran dari staf secara langsung
Lainnya:...............
4. Anda menjadi anggota Swiss-Belinn Executive Card (SBEC), Santika
Important Person (SIP), atau Le Club Accorhotels (LCA)melalui :
Website dari hotel
Mendaftar secara langsung di hotel
Lainnya:...............
Indikator Nilai
1 2 3 4 5
1. Saya merasakan manfaat finansial
berupa diskon atau harga khusus untuk kamar
2. Saya merasakan manfaat finansial berupa diskon
atau harga khusus untuk produk makanan dan
minuman (restoran, room service, deli) yang
disediakan hotel
3. Saya merasakan manfaat finansial berupa diskon
atau harga khusus untuk fasilitas lain (health club,
laundry, banquet, spa) yang disediakan hotel
4. Karyawan hotel menyapa saya menggunakan nama
5. Keluhan saya dapat ditangani langsung oleh
karyawan hotel
6. Saya mendapatkan rekomendasi
produk-produk baru dari karyawan hotel
7. Pihak hotel sudah memberikan kualitas
layanan yang terbaik pada saya
8. Informasi yang diberikan oleh
karyawan hotel dapat dipercaya
9. Saya mendapatkan personalized service dari
karyawan hotel
10. Hotel dapat memenuhi kebutuhan saya berdasarkan
data record sebelumnya
11. Saya mendapatkan perhatian khusus
ketika berulang- tahun ataupun sakit saat menginap
di hotel
64
Berilah tanda (X) pada tabel berikut sesuai pilihan Anda:
1 = Sangat tidak setuju
2 = Tidak setuju
3 = Netral
4 = Setuju
5 = Sangat Setuju
12. Saya bersedia melakukan pembelian
ulang atas produk dan jasa yang ditawarkan hotel
(menginap, membeli produk makanan dan minuman
ataupun menggunakan fasilitas lain lagi di hotel
yang sama)
13. Saya bersedia untuk mereferensikan
produk dan jasa yang ditawarkan hotel kepada
kerabat
14. Saya tidak terpengaruh pada isu negatif mengenai
produk dan jasa hotel tempat saya menginap
65
Lampiran 2: Hasil Rekap Penelitian
No Jenis
kelamin Usia Pekerjaan Penghasilan/bulan
Berapa kali
sudah
menggunakan
membership
card
1 1 2 3 3 1
2 1 4 2 2 1
3 2 2 1 2 1
4 1 4 3 2 2
5 1 4 3 3 2
6 1 4 2 3 1
7 1 4 3 3 2
8 1 3 2 3 1
9 1 4 3 2 2
10 2 4 1 3 2
11 2 4 3 2 1
12 1 3 1 2 2
13 1 4 3 4 2
14 1 4 1 3 1
15 1 4 2 2 2
16 2 4 3 2 3
17 2 2 3 3 1
18 2 3 1 3 1
19 1 3 2 3 1
20 2 3 2 2 2
21 1 4 3 2 3
22 2 4 2 2 2
23 1 4 3 3 3
24 1 1 2 3 2
25 1 4 3 3 3
26 1 3 1 2 2
27 1 4 3 3 3
28 2 4 2 2 1
29 1 4 3 3 2
30 1 4 3 2 2
31 2 2 3 3 1
66
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
No Jenis
kelamin Usia Pekerjaan Penghasilan/bulan
Berapa kali
sudah
menggunakan
membership
card
32 1 2 3 3 2
33 2 4 2 3 2
34 1 2 1 2 2
35 1 1 1 3 1
36 1 4 2 3 1
37 1 2 2 3 1
38 1 2 1 2 2
39 2 2 1 2 1
40 1 4 2 3 2
41 1 4 3 3 1
42 1 3 3 3 2
43 2 4 1 3 1
44 1 4 3 2 1
45 1 2 1 3 2
46 1 4 3 3 2
47 1 4 3 4 3
48 1 3 3 2 2
49 1 4 1 3 2
50 1 2 3 2 2
51 2 2 2 3 1
52 2 3 1 2 2
53 2 4 2 3 1
54 1 2 3 2 1
55 1 2 2 3 1
56 1 1 3 3 2
57 2 2 2 1 1
58 1 3 3 2 1
59 1 1 2 3 1
60 2 2 1 3 2
67
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
No Jenis
kelamin Usia Pekerjaan Penghasilan/bulan
Berapa kali
sudah
menggunakan
membership
card
61 2 2 2 3 2
62 1 1 2 3 1
63 2 4 2 2 1
64 1 2 2 2 1
65 2 2 3 2 1
66 1 1 1 2 1
67 1 1 2 2 1
68 1 2 2 3 2
69 1 3 2 2 1
70 2 1 3 3 1
71 2 1 1 2 1
72 2 1 2 4 2
73 1 2 2 3 1
74 2 4 2 3 1
75 1 1 3 2 2
76 2 1 1 3 2
77 1 1 2 2 2
78 2 2 2 3 1
79 2 1 3 4 1
80 1 4 1 2 1
81 2 2 2 3 1
82 1 1 2 2 1
83 2 1 2 2 2
84 1 2 1 3 1
85 2 3 3 1 1
86 1 2 2 3 2
87 1 2 1 2 1
88 2 1 2 2 1
89 2 2 1 2 1
68
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
No Jenis
kelamin Usia Pekerjaan Penghasilan/bulan
Berapa kali
sudah
menggunakan
membership
card
90 2 1 1 1 2
91 1 2 2 3 1
92 1 1 1 2 1
93 2 1 3 2 2
94 2 2 1 2 1
95 2 2 2 2 2
96 2 1 3 3 1
97 2 2 1 2 1
98 2 3 3 4 1
99 2 2 3 2 1
100 2 2 3 2 1
101 2 2 3 2 1
102 1 3 2 2 2
103 2 1 1 3 2
104 1 2 3 4 3
105 2 3 2 3 2
106 1 1 2 3 1
107 1 2 1 2 1
108 1 1 3 4 1
109 2 1 2 3 2
110 2 2 3 3 3
111 1 2 2 2 2
112 2 2 1 1 1
113 2 1 3 4 1
114 1 2 2 2 2
115 1 3 1 2 2
116 2 2 2 2 2
117 1 1 1 3 1
118 1 2 1 3 1
69
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
No Jenis
kelamin Usia Pekerjaan Penghasilan/bulan
Berapa kali
sudah
menggunakan
membership
card
119 1 4 2 4 3
120 2 1 2 2 1
121 1 4 1 3 2
122 1 2 3 4 3
123 1 3 1 3 1
124 2 2 1 2 1
125 1 2 3 3 2
126 1 3 3 2 1
127 1 4 1 2 1
128 2 2 2 3 3
129 1 2 3 2 1
130 1 2 1 2 1
131 2 2 1 3 2
132 1 2 1 3 1
133 2 3 3 2 1
134 1 4 3 4 1
135 1 3 3 4 3
136 1 2 2 2 1
137 1 3 2 3 2
138 2 2 1 3 1
139 2 2 1 2 1
140 2 1 2 3 1
141 1 4 3 2 2
142 1 2 1 2 1
143 1 2 2 2 1
144 2 1 3 2 1
145 2 1 1 3 2
146 2 2 3 4 1
147 1 1 2 4 1
70
148 1 2 3 4 2
149 1 3 1 3 1
150 1 4 1 3 1
71
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
Jawaban responden
Financial
Benefit
Social
Benefit Structural Ties
Customer
Loyalty
no 1 2 3 1 2 3 1 2 3 4 5 1 2 3
1 5 5 5 4 4 4 4 5 5 4 4 5 4 4
2 5 4 4 5 5 4 4 5 4 5 5 5 5 5
3 5 4 4 5 4 4 5 4 4 4 3 5 4 5
4 2 2 1 2 3 3 2 3 3 2 3 3 3 3
5 5 5 4 5 4 4 5 4 5 5 4 5 5 4
6 5 4 4 5 4 4 5 4 4 4 4 5 4 4
7 5 4 4 5 4 5 5 4 5 5 5 5 5 4
8 4 4 5 4 5 5 5 5 4 5 4 5 5 5
9 5 5 4 4 3 4 5 4 4 5 4 5 4 4
10 5 5 5 5 4 4 4 5 5 4 5 5 4 4
11 5 4 4 5 4 4 4 4 4 4 4 4 4 4
12 5 4 4 4 4 5 5 4 4 4 4 5 5 5
13 5 4 4 4 4 5 4 4 4 4 3 5 4 4
14 5 4 4 5 4 4 4 4 5 5 4 5 4 4
15 4 5 5 4 4 4 4 5 4 5 4 5 4 5
16 4 5 5 4 4 4 5 4 4 5 4 4 5 4
17 5 4 5 5 4 4 4 3 4 5 4 4 4 4
18 4 5 5 5 5 4 4 5 5 4 5 4 5 4
19 4 5 4 5 4 4 4 3 3 5 3 4 4 4
20 5 4 4 4 3 3 4 3 3 4 4 5 4 5
21 4 4 4 2 3 2 3 2 2 2 2 2 1 2
22 5 5 4 4 5 4 4 5 4 5 4 5 5 5
23 5 5 4 2 2 3 4 5 4 5 4 3 3 3
24 5 4 5 4 5 5 4 4 4 4 5 4 4 3
25 4 5 5 4 5 5 5 4 4 4 4 4 4 5
26 4 4 5 4 4 5 5 4 4 5 4 4 5 4
27 4 4 3 4 4 4 4 4 4 4 4 5 5 4
28 2 1 2 2 1 2 2 3 2 3 2 2 1 2
29 5 5 5 5 3 4 5 4 4 4 4 5 4 4
30 5 4 5 4 4 4 5 4 4 5 5 4 5 5
72
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
Jawaban responden
Financial
Benefit
Social
Benefit Structural Ties
Customer
Loyalty
no 1 2 3 1 2 3 1 2 3 4 5 1 2 3
31 5 5 5 4 4 5 4 5 5 4 4 5 5 4
32 4 5 4 5 5 4 5 5 4 5 5 5 4 4
33 5 5 5 5 4 4 5 4 4 4 3 5 5 4
34 5 5 5 4 5 4 4 5 3 3 4 4 3 3
35 5 5 4 5 4 4 5 4 5 5 4 5 4 4
36 5 4 4 5 5 4 5 4 4 4 4 5 4 4
37 5 4 4 5 4 5 5 4 5 5 5 4 4 4
38 4 4 5 4 5 5 5 5 4 5 4 5 5 5
39 5 4 4 4 4 4 5 4 4 5 4 5 4 4
40 5 5 4 5 4 4 4 5 5 4 5 5 4 4
41 5 4 4 5 4 4 4 4 4 4 4 5 4 5
42 5 4 4 4 4 5 5 4 4 4 4 4 5 4
43 4 3 3 4 4 5 4 4 4 4 3 4 4 4
44 5 4 4 3 3 3 4 5 5 5 4 4 4 3
45 5 5 4 4 4 4 4 5 4 5 4 4 4 4
46 2 2 2 3 2 3 2 2 3 2 2 3 3 2
47 5 3 4 5 4 4 4 3 4 5 4 4 4 4
48 4 5 5 5 5 4 4 5 5 4 5 5 5 5
49 4 5 4 5 4 4 4 3 3 5 3 3 4 3
50 5 4 4 4 5 3 4 3 3 4 4 4 4 3
51 4 4 4 4 4 4 4 4 4 4 4 4 4 5
52 4 5 5 4 5 4 4 5 4 5 4 4 5 4
53 4 5 5 4 4 4 4 5 4 5 4 5 5 5
54 5 5 5 4 5 5 4 4 4 4 5 4 4 4
55 5 5 4 4 5 5 5 4 4 4 4 5 4 5
56 5 4 4 3 4 3 5 4 4 5 4 4 4 5
57 3 4 4 4 4 4 4 4 4 4 4 4 5 4
58 3 2 3 2 1 2 2 3 2 3 2 3 3 3
59 5 5 5 5 4 4 5 4 4 4 4 4 5 4
60 5 4 5 4 4 4 5 4 4 5 5 5 4 4
73
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
Jawaban responden
Financial
Benefit
Social
Benefit Structural Ties
Customer
Loyalty
no 1 2 3 1 2 3 1 2 3 4 5 1 2 3
61 5 5 5 4 4 4 5 4 4 5 4 4 5 5
62 4 4 5 5 4 4 4 5 5 4 5 5 5 4
63 4 4 5 5 4 4 4 4 4 4 4 5 4 4
64 2 2 2 3 3 2 3 3 2 3 3 3 2 3
65 4 5 5 4 4 5 4 4 4 4 3 4 4 4
66 4 5 4 3 3 3 4 5 5 5 4 4 4 4
67 4 5 4 4 4 4 4 5 4 5 4 5 4 4
68 5 4 4 3 3 3 4 3 3 3 4 4 4 4
69 4 5 5 5 4 4 4 3 4 5 4 5 5 5
70 5 5 5 5 5 4 4 5 5 4 5 5 4 4
71 4 5 4 5 4 4 4 3 3 5 3 5 4 4
72 4 5 4 4 5 3 4 3 3 4 4 5 4 5
73 4 5 5 4 4 5 4 4 5 5 4 4 5 4
74 4 4 4 4 5 4 4 5 4 5 4 4 4 4
75 5 5 4 4 3 3 4 4 4 3 3 4 4 3
76 5 5 4 4 5 5 4 4 4 4 5 4 4 4
77 5 5 5 4 5 5 5 4 4 4 4 3 4 3
78 5 5 4 4 4 5 5 4 4 5 4 5 4 4
79 4 5 4 4 4 4 4 4 4 4 4 4 4 4
80 4 5 5 4 3 4 5 4 3 4 5 4 5 5
81 4 4 4 5 4 4 5 4 4 4 4 5 4 4
82 2 3 2 2 2 3 2 3 2 2 3 2 2 2
83 4 5 5 5 3 4 5 4 4 4 4 5 4 5
84 5 4 5 4 4 4 5 4 4 5 4 4 4 4
85 5 5 4 4 4 5 4 4 4 4 4 5 4 5
86 5 4 4 5 5 4 4 3 5 4 4 4 4 4
87 3 5 4 5 4 4 5 4 4 4 4 3 3 3
88 4 5 3 4 5 4 5 4 4 5 5 4 4 4
89 5 5 5 5 4 4 4 5 5 4 4 4 4 3
90 5 4 5 5 5 4 5 5 4 5 5 4 4 5
91 5 5 4 5 4 5 5 4 4 4 3 4 5 4
92 4 5 5 4 5 5 4 5 3 3 4 5 5 4
74
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
Jawaban responden
Financial
Benefit
Social
Benefit Structural Ties
Customer
Loyalty
no 1 2 3 1 2 3 1 2 3 4 5 1 2 3
93 4 5 5 4 4 4 5 4 5 5 4 4 3 4
94 4 5 4 5 4 4 5 4 4 4 4 5 4 4
95 4 5 5 5 4 4 5 4 5 5 5 4 5 5
96 4 4 4 4 4 5 5 5 4 5 4 5 5 4
97 4 5 4 4 4 5 5 4 4 5 4 5 4 4
98 5 4 4 3 3 3 4 5 5 4 5 4 4 4
99 4 5 5 4 4 4 4 4 4 4 4 5 4 5
100 5 5 5 4 4 5 5 4 4 4 4 4 4 4
101 5 5 4 5 4 4 3 4 4 4 3 4 5 5
102 5 4 4 4 4 5 4 5 5 5 4 4 4 4
103 5 4 4 5 4 4 4 5 4 5 4 4 4 3
104 5 4 4 4 5 4 4 5 4 5 4 4 5 5
105 4 5 5 4 5 5 4 5 4 5 4 4 5 4
106 4 5 5 5 4 4 4 5 4 5 4 5 5 5
107 5 4 5 5 5 4 4 4 4 4 5 4 4 4
108 4 5 5 5 4 4 5 4 4 4 4 5 4 5
109 4 5 4 4 5 3 5 4 4 5 4 4 4 5
110 5 4 4 4 4 5 4 4 4 4 4 4 5 4
111 4 4 4 4 5 4 4 3 4 5 4 4 5 4
112 5 5 4 4 4 5 5 4 4 4 4 4 5 4
113 5 5 4 4 5 5 5 4 4 5 5 5 4 4
114 5 4 5 4 5 5 5 4 4 5 4 4 5 5
115 4 5 5 4 4 5 4 5 5 4 5 5 5 4
116 4 4 5 4 4 4 4 4 4 4 4 5 4 4
117 3 4 3 4 3 4 5 5 4 5 5 4 4 4
118 2 3 2 1 2 2 2 1 2 3 3 3 3 2
119 4 5 5 4 5 5 4 5 5 5 4 4 4 4
120 5 4 5 5 4 4 4 5 4 5 4 5 4 4
121 4 5 5 4 4 4 4 3 3 3 4 4 4 4
122 5 5 4 5 4 4 4 3 4 5 4 5 5 5
123 4 5 4 5 4 4 4 5 5 4 5 5 4 4
124 2 3 1 2 3 3 3 3 2 3 2 2 2 3
75
Lampiran 2: Hasil Rekap Penelitian
(Sambungan)
Jawaban responden
Financial
Benefit
Social
Benefit Structural Ties
Customer
Loyalty
no 1 2 3 1 2 3 1 2 3 4 5 1 2 3
125 5 5 4 5 4 5 4 5 3 4 4 5 4 5
126 5 5 4 4 5 5 4 4 5 5 4 4 4 4
127 5 4 4 4 4 4 4 5 4 5 4 4 4 4
128 4 5 5 5 4 4 4 4 4 5 5 4 4 5
129 5 5 4 5 4 4 4 4 4 4 5 4 4 4
130 4 5 4 4 4 5 5 4 4 4 4 3 4 3
131 5 4 4 4 4 5 5 4 4 5 4 5 4 4
132 3 4 3 3 4 3 3 4 4 3 4 3 4 4
133 5 4 4 4 4 4 5 4 3 4 5 4 5 5
134 5 4 4 4 4 4 5 4 4 4 4 5 4 4
135 2 3 3 3 4 3 3 3 2 2 3 3 2 2
136 4 5 5 5 5 4 5 4 4 4 4 5 4 5
137 5 4 5 5 4 4 5 4 4 5 4 4 4 4
138 4 5 5 4 5 5 4 4 4 4 4 5 4 5
139 3 4 4 4 5 4 4 3 5 4 4 4 4 4
140 5 4 4 4 5 4 5 4 4 4 4 4 5 5
141 4 4 4 4 5 4 5 4 4 5 5 4 4 4
142 5 5 4 4 4 4 4 5 5 4 4 4 5 3
143 5 5 4 4 4 4 5 5 4 5 5 4 4 5
144 5 4 5 5 4 4 4 3 4 5 4 4 5 4
145 4 5 5 5 5 4 4 5 5 4 5 5 5 4
146 4 4 5 5 4 4 4 3 3 5 3 4 4 4
147 4 4 3 3 3 3 4 3 3 4 4 5 4 4
148 2 2 3 1 2 1 3 3 3 2 2 2 2 3
149 5 5 5 4 5 4 4 5 4 5 4 5 5 4
150 5 4 5 4 3 4 4 4 4 3 3 5 4 4
76
Lampiran 3 : Output SPSS
COMPUTE X1=Q1 + Q2 + Q3. VARIABLE LABELS X1 'Financial benefit'. EXECUTE.
COMPUTE X2=Q4 + Q5 + Q6. VARIABLE LABELS X2 'Social benefit'. EXECUTE. COMPUTE
X3=Q7 + Q8 + Q9 + Q10 + Q11. VARIABLE LABELS X3 'Structural ties'. EXECUTE.
COMPUTE Y1=Q12 + Q13 + Q14. VARIABLE LABELS Y1 'Structural ties'. EXECUTE.
COMPUTE Y1=Q12 + Q13 + Q14. VARIABLE LABELS Y1 'Customer loyalty'. EXECUTE.
RELIABILITY /VARIABLES=Q1 Q2 Q3 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA
/SUMMARY=TOTAL.
Reliability
[DataSet3]
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 150 100.0
Excludeda 0 .0
Total 150 100.0
a. Listwise deletion based on all variables in the
procedure.
77
Reliability Statistics
Cronbach's
Alpha N of Items
.781 3
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance if
Item Deleted
Corrected Item-
Total Correlation
Cronbach's
Alpha if Item
Deleted
Financial benefit 1 8.61 2.051 .558 .770
Financial benefit 2 8.59 2.043 .630 .693
Financial benefit 3 8.75 1.882 .672 .644
RELIABILITY /VARIABLES=Q4 Q5 Q6 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA
/SUMMARY=TOTAL.
Reliability
[DataSet3]
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 150 100.0
78
Excludeda 0 .0
Total 150 100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.783 3
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance if
Item Deleted
Corrected Item-
Total Correlation
Cronbach's
Alpha if Item
Deleted
Social benefit 1 8.09 1.911 .594 .740
Social benefit 2 8.20 1.933 .646 .680
Social benefit 3 8.20 2.067 .629 .700
79
RELIABILITY /VARIABLES=Q7 Q8 Q9 Q10 Q11 /SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA /SUMMARY=TOTAL.
Reliability
[DataSet3]
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 150 100.0
Excludeda 0 .0
Total 150 100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.830 5
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance if
Item Deleted
Corrected Item-
Total Correlation
Cronbach's
Alpha if Item
Deleted
Structural ties 1 16.32 5.588 .582 .808
Structural ties 2 16.49 5.419 .593 .806
80
Structural ties 3 16.60 5.289 .682 .780
Structural ties 4 16.29 5.283 .621 .798
Structural ties 5 16.56 5.443 .664 .786
RELIABILITY /VARIABLES=Q12 Q13 Q14 /SCALE('ALL VARIABLES') ALL /MODEL=ALPHA
/SUMMARY=TOTAL.
Reliability
[DataSet3]
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 150 100.0
Excludeda 0 .0
Total 150 100.0
a. Listwise deletion based on all variables in the
procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.819 3
81
Item-Total Statistics
Scale Mean if
Item Deleted
Scale Variance if
Item Deleted
Corrected Item-
Total Correlation
Cronbach's
Alpha if Item
Deleted
Customer loyalty 1 8.20 1.826 .661 .761
Customer loyalty 2 8.33 1.781 .661 .762
Customer loyalty 3 8.41 1.815 .693 .729
CORRELATIONS /VARIABLES=Q1 Q2 Q3 X1 /PRINT=TWOTAIL NOSIG
/MISSING=PAIRWISE.
Correlations
[DataSet3]
Correlations
Financial benefit
1
Financial benefit
2
Financial benefit 1 Pearson Correlation 1 .475**
Sig. (2-tailed) .000
N 150 150
Financial benefit 2 Pearson Correlation .475** 1
Sig. (2-tailed) .000
N 150 150
Financial benefit 3 Pearson Correlation .531** .627
**
82
Sig. (2-tailed) .000 .000
N 150 150
Financial benefit Pearson Correlation .807** .834
**
Sig. (2-tailed) .000 .000
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Financial benefit
3 Financial benefit
Financial benefit 1 Pearson Correlation .531** .807
**
Sig. (2-tailed) .000 .000
N 150 150
Financial benefit 2 Pearson Correlation .627** .834
**
Sig. (2-tailed) .000 .000
N 150 150
Financial benefit 3 Pearson Correlation 1 .863**
Sig. (2-tailed) .000
N 150 150
Financial benefit Pearson Correlation .863** 1
Sig. (2-tailed) .000
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
83
Correlations
[DataSet3]
Correlations
Social benefit 1 Social benefit 2
Social benefit 1 Pearson Correlation 1 .540**
Sig. (2-tailed) .000
N 150 150
Social benefit 2 Pearson Correlation .540** 1
Sig. (2-tailed) .000
N 150 150
Social benefit 3 Pearson Correlation .518** .588
**
Sig. (2-tailed) .000 .000
N 150 150
Social benefit Pearson Correlation .831** .847
**
Sig. (2-tailed) .000 .000
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Social benefit 3 Social benefit
Social benefit 1 Pearson Correlation .518** .831
**
Sig. (2-tailed) .000 .000
84
N 150 150
Social benefit 2 Pearson Correlation .588** .847
**
Sig. (2-tailed) .000 .000
N 150 150
Social benefit 3 Pearson Correlation 1 .829**
Sig. (2-tailed) .000
N 150 150
Social benefit Pearson Correlation .829** 1
Sig. (2-tailed) .000
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
[DataSet3]
Correlations
Structural ties 1 Structural ties 2 Structural ties 3
Structural ties 1 Pearson Correlation 1 .345** .437
**
Sig. (2-tailed) .000 .000
N 150 150 150
Structural ties 2 Pearson Correlation .345** 1 .599
**
Sig. (2-tailed) .000 .000
85
N 150 150 150
Structural ties 3 Pearson Correlation .437** .599
** 1
Sig. (2-tailed) .000 .000
N 150 150 150
Structural ties 4 Pearson Correlation .573** .420
** .504
**
Sig. (2-tailed) .000 .000 .000
N 150 150 150
Structural ties 5 Pearson Correlation .501** .529
** .580
**
Sig. (2-tailed) .000 .000 .000
N 150 150 150
Structural ties Pearson Correlation .737** .753
** .807
**
Sig. (2-tailed) .000 .000 .000
N 150 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Structural ties 4 Structural ties 5 Structural ties
Structural ties 1 Pearson Correlation .573** .501
** .737
**
Sig. (2-tailed) .000 .000 .000
N 150 150 150
Structural ties 2 Pearson Correlation .420** .529
** .753
**
Sig. (2-tailed) .000 .000 .000
N 150 150 150
86
Structural ties 3 Pearson Correlation .504** .580
** .807
**
Sig. (2-tailed) .000 .000 .000
N 150 150 150
Structural ties 4 Pearson Correlation 1 .466** .774
**
Sig. (2-tailed) .000 .000
N 150 150 150
Structural ties 5 Pearson Correlation .466** 1 .790
**
Sig. (2-tailed) .000 .000
N 150 150 150
Structural ties Pearson Correlation .774** .790
** 1
Sig. (2-tailed) .000 .000
N 150 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
87
Correlations
[DataSet3]
Correlations
Customer loyalty
1
Customer loyalty
2
Customer loyalty 1 Pearson Correlation 1 .573**
Sig. (2-tailed) .000
N 150 150
Customer loyalty 2 Pearson Correlation .573** 1
Sig. (2-tailed) .000
N 150 150
Customer loyalty 3 Pearson Correlation .616** .615
**
Sig. (2-tailed) .000 .000
N 150 150
Customer loyalty Pearson Correlation .851** .855
**
Sig. (2-tailed) .000 .000
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
88
Correlations
Customer loyalty
3 Customer loyalty
Customer loyalty 1 Pearson Correlation .616** .851
**
Sig. (2-tailed) .000 .000
N 150 150
Customer loyalty 2 Pearson Correlation .615** .855
**
Sig. (2-tailed) .000 .000
N 150 150
Customer loyalty 3 Pearson Correlation 1 .864**
Sig. (2-tailed) .000
N 150 150
Customer loyalty Pearson Correlation .864** 1
Sig. (2-tailed) .000
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
89
COMPUTE X1=X1 / 3. VARIABLE LABELS X1 'Financial benefit'. EXECUTE. COMPUTE
X2=X2 / 3. VARIABLE LABELS X2 'Social benefit'. EXECUTE. COMPUTE X3=X3 / 5.
VARIABLE LABELS X3 'Structural ties'. EXECUTE. COMPUTE Y1=Y1 / 3. VARIABLE LABELS
Y1 'Customer loyalty'. EXECUTE. REGRESSION /DESCRIPTIVES MEAN STDDEV CORR SIG
N /MISSING LISTWISE /STATISTICS COEFF OUTS R ANOVA COLLIN TOL
/CRITERIA=PIN(.05) POUT(.10) /NOORIGIN /DEPENDENT Y1 /METHOD=ENTER X1 X2
X3 /SCATTERPLOT=(*SRESID ,*ZPRED) /RESIDUALS DURBIN NORM(ZRESID) /SAVE
RESID.
Regression
[DataSet3]
Descriptive Statistics
Mean Std. Deviation N
Customer loyalty 4.1578 .64356 150
Financial benefit 4.3244 .66995 150
Social benefit 4.0822 .66660 150
Structural ties 4.1133 .56919 150
Correlations
Customer loyalty Financial benefit
Pearson Correlation Customer loyalty 1.000 .669
Financial benefit .669 1.000
Social benefit .687 .708
Structural ties .692 .725
90
Sig. (1-tailed) Customer loyalty . .000
Financial benefit .000 .
Social benefit .000 .000
Structural ties .000 .000
N Customer loyalty 150 150
Financial benefit 150 150
Social benefit 150 150
Structural ties 150 150
Correlations
Social benefit Structural ties
Pearson Correlation Customer loyalty .687 .692
Financial benefit .708 .725
Social benefit 1.000 .698
Structural ties .698 1.000
Sig. (1-tailed) Customer loyalty .000 .000
Financial benefit .000 .000
Social benefit . .000
Structural ties .000 .
N Customer loyalty 150 150
Financial benefit 150 150
Social benefit 150 150
91
Correlations
Social benefit Structural ties
Pearson Correlation Customer loyalty .687 .692
Financial benefit .708 .725
Social benefit 1.000 .698
Structural ties .698 1.000
Sig. (1-tailed) Customer loyalty .000 .000
Financial benefit .000 .000
Social benefit . .000
Structural ties .000 .
N Customer loyalty 150 150
Financial benefit 150 150
Social benefit 150 150
Structural ties 150 150
Variables Entered/Removed
Model
Variables
Entered
Variables
Removed Method
1 Structural ties,
Social benefit,
Financial benefita
. Enter
a. All requested variables entered.
92
Model Summaryb
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate Durbin-Watson
1 .761a .580 .571 .42153 2.178
a. Predictors: (Constant), Structural ties, Social benefit, Financial benefit
b. Dependent Variable: Customer loyalty
ANOVAb
Model Sum of Squares df Mean Square F Sig.
1 Regression 35.768 3 11.923 67.101 .000a
Residual 25.942 146 .178
Total 61.710 149
a. Predictors: (Constant), Structural ties, Social benefit, Financial benefit
b. Dependent Variable: Customer loyalty
Coefficientsa
Model
Unstandardized
Coefficients
Standardized
Coefficients
B Std. Error Beta t Sig.
1 (Constant) .550 .261 2.109 .037
93
Financial benefit .211 .082 .220 2.572 .011
Social benefit .301 .079 .312 3.798 .000
Structural ties .356 .095 .315 3.739 .000
a. Dependent Variable: Customer loyalty
Coefficientsa
Model
Collinearity Statistics
Tolerance VIF
1 Financial benefit .395 2.535
Social benefit .427 2.343
Structural ties .405 2.466
a. Dependent Variable: Customer loyalty
Collinearity Diagnosticsa
Model
Dimensi
on
Variance Proportions
Eigenvalue Condition Index (Constant) Financial benefit
1 1 3.973 1.000 .00 .00
2 .014 16.710 .86 .06
3 .007 23.395 .04 .48
4 .006 26.810 .10 .45
94
Collinearity Diagnosticsa
Model
Dimensi
on
Variance Proportions
Eigenvalue Condition Index (Constant) Financial benefit
1 1 3.973 1.000 .00 .00
2 .014 16.710 .86 .06
3 .007 23.395 .04 .48
4 .006 26.810 .10 .45
a. Dependent Variable: Customer loyalty
Collinearity Diagnosticsa
Model
Dimensi
on
Variance Proportions
Social benefit Structural ties
1 1 .00 .00
2 .15 .00
3 .81 .06
4 .03 .93
a. Dependent Variable: Customer loyalty
95
Residuals Statisticsa
Minimum Maximum Mean Std. Deviation N
Predicted Value 2.2589 4.6506 4.1578 .48996 150
Std. Predicted Value -3.876 1.006 .000 1.000 150
Standard Error of Predicted
Value
.036 .166 .063 .028 150
Adjusted Predicted Value 2.2892 4.6568 4.1606 .48558 150
Residual -1.21433 .91540 .00000 .41726 150
Std. Residual -2.881 2.172 .000 .990 150
Stud. Residual -3.136 2.203 -.003 1.009 150
Deleted Residual -1.43862 .94172 -.00279 .43397 150
Stud. Deleted Residual -3.236 2.232 -.005 1.018 150
Mahal. Distance .098 22.237 2.980 4.291 150
Cook's Distance .000 .454 .010 .041 150
Centered Leverage Value .001 .149 .020 .029 150
a. Dependent Variable: Customer loyalty
96
Charts
97
NPAR TESTS /K-S(NORMAL)=X1 X2 X3 Y1 RES_1 /MISSING ANALYSIS.
NPar Tests
[DataSet3]
One-Sample Kolmogorov-Smirnov Test
Unstandardized
Residual
N 150
Normal Parametersa,,b
Mean .0000000
Std. Deviation .41726132
Most Extreme Differences Absolute .075
Positive .030
Negative -.075
Kolmogorov-Smirnov Z .919
Asymp. Sig. (2-tailed) .367
a. Test distribution is Normal.
b. Calculated from data.
98
NONPAR CORR /VARIABLES=X1 X2 X3 RES_1 /PRINT=SPEARMAN TWOTAIL NOSIG
/MISSING=PAIRWISE.
Nonparametric Correlations
[DataSet1] C:\Users\User\Desktop\REVISI 4 jan\spss baru jeni.sav
Correlations
Financial benefit Social benefit
Spearman's rho Financial benefit Correlation Coefficient 1.000 .365**
Sig. (2-tailed) . .000
N 150 150
Social benefit Correlation Coefficient .365** 1.000
Sig. (2-tailed) .000 .
N 150 150
Structural ties Correlation Coefficient .317** .332
**
Sig. (2-tailed) .000 .000
N 150 150
Unstandardized
Residual
Correlation Coefficient .078 .123
Sig. (2-tailed) .344 .132
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
99
Correlations
Financial benefit Social benefit
Spearman's rho Financial benefit Correlation Coefficient 1.000 .365**
Sig. (2-tailed) . .000
N 150 150
Social benefit Correlation Coefficient .365** 1.000
Sig. (2-tailed) .000 .
N 150 150
Structural ties Correlation Coefficient .317** .332
**
Sig. (2-tailed) .000 .000
N 150 150
Unstandardized
Residual
Correlation Coefficient .078 .123
Sig. (2-tailed) .344 .132
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
Correlations
Structural ties
Unstandardized
Residual
Spearman's rho Financial benefit Correlation Coefficient .317** .078
Sig. (2-tailed) .000 .344
100
N 150 150
Social benefit Correlation Coefficient .332** .123
Sig. (2-tailed) .000 .132
N 150 150
Structural ties Correlation Coefficient 1.000 .168*
Sig. (2-tailed) . .400
N 150 150
Unstandardized
Residual
Correlation Coefficient .168* 1.000
Sig. (2-tailed) .400 .
N 150 150
**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).