KUESIONER PENGARUH REPUTASI PERUSAHAAN TERHADAP LOYALITAS KONSUMEN DENGAN MEDIASI KEPUASAN KONSUMEN DALAM MENGKONSUMSI PIZZA HUT

Transkripsi

1 114 Lampiran 1 Kuesioner Pretest KUESIONER PENGARUH REPUTASI PERUSAHAAN TERHADAP LOYALITAS KONSUMEN DENGAN MEDIASI KEPUASAN KONSUMEN DALAM MENGKONSUMSI PIZZA HUT (Studi Kasus : Pizza Hut Muara Karang ) Petunjuk Penggunaan Kuesioner 1. Kuesioner ini semata mata digunakan untuk kebutuhan akademis/penelitian, mohon dijawab dengan jujur. Kerahasiaan jawaban akan dijaga sepenuhnya oleh peneliti. 2. Baca dan jawablah semua pertanyaan secara teliti tanpa ada yang dilewatkan. 3. Beri tanda (X) untuk jawaban yang anda pilih. 4. Terimakasih atas waktu dan partisipasinya. Data Responden 1. Jenis Kelamin a. Pria b. Wanita 2. Status Pernikahan a. Belum menikah b. Menikah c. Duda/Janda 3. Usia a. 20 tahun c tahun e. 51 tahun b tahun d tahun 4. Berapa pengeluaran anda dalam sebulan (diluar cicilan, pembelian baju dan entertainment) a c e b d f. > Berapa kali anda mengunjugi Pizza Hut dalam 3 bulan? a. > 3 kali b. < 3 kali

2 115 PERTANYAAN (Berilah tanda (x) pada jawaban yang anda pilih) NO. Pertanyaan Reputasi Perusahaan Pizza Hut Merupakan perusahaan yang memiliki 1. kemampuan bersaing dengan para pesaingnya Pizza Hut memberikan 2. inovasi terhadap produkproduk terbarunya Pizza Hut memiliki keunggulan dalam 3. menciptakan produk Pizza yang berkualitas Pizza Hut memberikan keunggulan dalam 4. memberikan pelayanan jasa nya. Menurut anda, Pizza Hut 5. sering kali menjadi word of mouth dalam masyarakat. Sangat Tidak Tidak Cukup Sangat Merk Pizza Hut merupakan Merk yang sudah terkenal Pizza hut bertanggung jawab kepada masyarakat sehingga terbentuknya pizza hut tidak menganggu masyarakat atau warga sekitar Kebersihan lingkungan di sekitar pizza hut terjamin Kepuasan Konsumen 9. Menurut anda, Pizza Hut di Muara Karang dapat memberikan layanan yang professional

3 116 No Pertanyaan Pizza Hut di Muara Karang dapat menyelesaikan transaksi dengan teliti Menurut anda, Pelayanan Pizza Hut di Muara Karang tulus dalam membantu konsumen Menurut anda, Pelayanan pizza hut di muara karang ramah dalam menghadapi konsumen Pelayanan Pizza Hut di Muara Karang sesuai dengan apa yang diharapkan konsumen Menurut anda, karyawan di Pizza hut cepat tanggap dalam melayani konsumennya Pelayanan Pizza Hut di Muara Karang sesuai dengan standar layanan yang diberikan Good Friend, Great Pizza Keluhan dan Saran dari konsumen yang diberikan kepada pizza hut dilaksanakan dengan baik oleh Pizza Hut Karyawan Di Pizza Hut Muara karang dapat memberikan solusi yang tepat bagi konsumen dalam penyelesaian masalah Menurut Anda, Karyawan Di Pizza Hut, membantu konsumen dalam penjelasan pemilihan menu Sangat Tidak 1 Tidak 2 Cukup 3 4 Sangat 5

4 117 No Pertanyaan Karyawan di Pizza Hut Muara Karang dapat dipercaya sebagai penyedia layanan yang baik. Sistem pembayaran di Pizza Hut muara karang dilakukan dengan baik dan teliti. Sangat Tidak 1 Tidak 2 Cukup 3 4 Sangat 5 Loyalitas Konsumen 21. Konsumen akan merekomendasikan Pizza hut kepada kerabat dan rekan kerja Konsumen akan kembali lagi untuk membeli Pizza hut Konsumen akan mengatakan bahwa Pizza hut adalah Pizza yang lezat. Menurut konsumen, Pizza Hut menjadi pilihan pertama dalam pembelian pizza Konsumen akan terus berkomitmen terhadap Pizza hut walaupun terjadi kenaikan harga Dengan kualitas yang diberikan Pizza hut, konsumen mampu membayar dengan harga yang tinggi TERIMA KASIH ATAS PARTISIPASINYA

5 118 Lampiran 2 Kuesioner Pretest

6 Correlation Matrix a RP1 RP2 RP3 RP4 RP5 RP6 RP7 RP8 Correlation RP1 1,000,359,276,440,470,161,277,041 RP2,359 1,000,180,472,051,000,187,279 RP3,276,180 1,000,294,387,300,221,195 RP4,440,472,294 1,000,091,099,431,153 RP5,470,051,387,091 1,000,382,024,138 RP6,161,000,300,099,382 1,000,137 -,080 RP7,277,187,221,431,024,137 1,000 -,094 RP8,041,279,195,153,138 -,080 -,094 1,000 Sig. (1-tailed) RP1,026,070,008,004,198,069,415 RP2,026,171,004,394,500,161,068 RP3,070,171,057,017,054,120,151 RP4,008,004,057,316,301,009,210 RP5,004,394,017,316,019,451,233 RP6,198,500,054,301,019,236,336 RP7,069,161,120,009,451,236,311 RP8,415,068,151,210,233,336,311 a. Determinant =,186 Lampiran 3 Variabel Reputasi Perusahaan 119 Component Matrix a Component 1 RP1,738 Descriptive Statistics Mean Std. Deviation Analysis N RP1 4,5333, RP2 4,5333, RP3 4,6000, RP4 4,3667, RP5 4,3333, RP6 4,5000, RP7 4,2667, RP8 4,5333, RP2,574 RP3,639 RP4,712 RP5,560 RP6,404 RP7,505 RP8,265 Extraction Method: Principal Component Analysis. a. 1 components extracted. Item Statistics Mean Std. Deviation N RP1 4,5333, RP2 4,5333, RP3 4,6000, RP4 4,3667, RP5 4,3333, RP6 4,5000, RP7 4,2667, RP8 4,5333,

7 120 Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items N of Items,681,680 8 Inter-Item Correlation Matrix RP1 RP2 RP3 RP4 RP5 RP6 RP7 RP8 RP1 1,000,359,276,440,470,161,277,041 RP2,359 1,000,180,472,051,000,187,279 RP3,276,180 1,000,294,387,300,221,195 RP4,440,472,294 1,000,091,099,431,153 RP5,470,051,387,091 1,000,382,024,138 RP6,161,000,300,099,382 1,000,137 -,080 RP7,277,187,221,431,024,137 1,000 -,094 RP8,041,279,195,153,138 -,080 -,094 1,000 Inter-Item Covariance Matrix RP1 RP2 RP3 RP4 RP5 RP6 RP7 RP8 RP1,395,154,117,211,195,069,129,016 RP2,154,464,083,246,023,000,094,120 RP3,117,083,455,152,172,138,110,083 RP4,211,246,152,585,046,052,244,074 RP5,195,023,172,046,437,172,011,057 RP6,069,000,138,052,172,466,069 -,034 RP7,129,094,110,244,011,069,547 -,044 RP8,016,120,083,074,057 -,034 -,044,395 Summary Item Statistics Mean Minimum Maximum Range Maximum / Minimum Varia nce N of Items Item Means 4,458 4,267 4,600,333 1,078,014 8 Item Variances,468,395,585,190 1,480,005 8 Inter-Item Covariances,099 -,044,246,290-5,632,006 8 Inter-Item Correlations,210 -,094,472,566-5,025,026 8 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 RP1 31,1333 7,085,533,436,615 RP2 31,1333 7,361,389,312,647 RP3 31,0667 7,099,476,270,626 RP4 31,3000 6,631,520,418,611 RP5 31,3333 7,471,375,422,650 RP6 31,1667 7,868,243,211,680 RP7 31,4000 7,490,303,245,669

8 121 RP8 31,1333 8,326,150,179,697 Scale Statistics Mean Variance Std. Deviation N of Items 35,6667 9,264 3, Lampiran 4 Variabel Kepuasan Konsumen Descriptive Statistics Mean Std. Deviation Analysis N KP1 3,2333, KP2 3,3000, KP3 3,3333, KP4 3,2333, KP5 2,8333, KP6 3,1000, KP7 3,4667, KP8 3,3333 1, KP9 3,9667, KP10 3,5333, KP11 3,5667, KP12 3,7000, KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy.,670 Bartlett's Test of Sphericity Approx. Chi-Square 152,383 Df 66 Sig.,000 Anti-image Covariance Anti-image Matrices KP1 KP2 KP3 KP4 KP5 KP6 KP7 KP8 KP9 KP10 KP11 KP12 KP1,410 -,182 -,051,007,060 -,125,084,030 -,108 -,090 -,037,178 KP2 -,182,284 -,160 -,079 -,034,119 -,111,016,104,154 -,017 -,099 KP3 -,051 -,160,367,029,023 -,104,051 -,049 -,041 -,101,020 -,015 KP4,007 -,079,029,422 -,067 -,074,092 -,122,076 -,150 -,110 -,033 KP5,060 -,034,023 -,067,580,040 -,048 -,128,007 -,014,010,121 KP6 -,125,119 -,104 -,074,040,385 -,163 -,093,157,124,102 -,021 KP7,084 -,111,051,092 -,048 -,163,269 -,031 -,114 -,197 -,122,054 KP8,030,016 -,049 -,122 -,128 -,093 -,031,233 -,144,014,031 -,043 KP9 -,108,104 -,041,076,007,157 -,114 -,144,409,076 -,024 -,117

9 122 Anti-image Correlation KP10 -,090,154 -,101 -,150 -,014,124 -,197,014,076,501,032 -,067 KP11 -,037 -,017,020 -,110,010,102 -,122,031 -,024,032,537 -,183 KP12,178 -,099 -,015 -,033,121 -,021,054 -,043 -,117 -,067 -,183,495 KP1,537 a -,534 -,132,017,122 -,315,252,096 -,264 -,198 -,079,396 KP2 -,534,527 a -,495 -,227 -,084,361 -,403,060,304,409 -,044 -,265 KP3 -,132 -,495,790 a,074,051 -,277,163 -,167 -,107 -,236,046 -,034 KP4,017 -,227,074,762 a -,136 -,183,273 -,390,183 -,327 -,231 -,072 KP5,122 -,084,051 -,136,826 a,085 -,123 -,348,014 -,027,019,225 KP6 -,315,361 -,277 -,183,085,557 a -,507 -,309,396,282,225 -,048 KP7,252 -,403,163,273 -,123 -,507,657 a -,124 -,344 -,538 -,320,147 KP8,096,060 -,167 -,390 -,348 -,309 -,124,789 a -,467,040,088 -,128 KP9 -,264,304 -,107,183,014,396 -,344 -,467,598 a,169 -,051 -,259 KP10 -,198,409 -,236 -,327 -,027,282 -,538,040,169,590 a,062 -,134 KP11 -,079 -,044,046 -,231,019,225 -,320,088 -,051,062,757 a -,355 KP12,396 -,265 -,034 -,072,225 -,048,147 -,128 -,259 -,134 -,355,665 a a. Measures of Sampling Adequacy(MSA) Communalities Initial Extraction KP1 1,000,116 KP2 1,000,294 KP3 1,000,462 KP4 1,000,518 KP5 1,000,332 KP6 1,000,336 KP7 1,000,638 KP8 1,000,707 KP9 1,000,314 KP10 1,000,341 KP11 1,000,299 KP12 1,000,261 Extraction Method: Principal Component Analysis. Total Variance Explained Initial Eigenvalues Extraction Sums of Squared Loadings Component % of Cumulati % of Total Variance ve % Total Variance Cumulative % 1 4,617 38,475 38,475 4,617 38,475 38, ,936 16,130 54, ,350 11,254 65,859 4,828 6,898 72,758 5,760 6,333 79,091

10 123 6,683 5,690 84,780 7,535 4,456 89,236 8,446 3,717 92,953 9,291 2,425 95,378 10,282 2,347 97,725 11,161 1,343 99,068 12,112, ,000 Extraction Method: Principal Component Analysis. Component Matrix a Component 1 KP1,340 KP2,542 KP3,680 KP4,719 KP5,576 KP6,579 KP7,799 KP8,841 KP9,560 KP10,584 KP11,547 KP12,511 Extraction Method: Principal Component Analysis. a. 1 components extracted. Case Processing Summary N % Cases Valid ,0 Excluded a 0,0 Total ,0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics

11 124 Cronbach's Alpha Cronbach's Alpha Based on Standardized Items N of Items,848, Item Statistics Mean Std. Deviation N KP1 3,2333, KP2 3,3000, KP3 3,3333, KP4 3,2333, KP5 2,8333, KP6 3,1000, KP7 3,4667, KP8 3,3333 1, KP9 3,9667, KP10 3,5333, KP11 3,5667, KP12 3,7000, Inter-Item Correlation Matrix KP1 KP2 KP3 KP4 KP5 KP6 KP7 KP8 KP9 KP10 KP11 KP12 KP1 1,000,619,552,204,007,315,122,104,010,066,054 -,139 KP2,619 1,000,670,379,152,210,312,240,058,064,314,232 KP3,552,670 1,000,421,223,466,388,461,215,273,209,223 KP4,204,379,421 1,000,430,415,390,612,183,428,365,341 KP5,007,152,223,430 1,000,294,457,588,306,312,180,108 KP6,315,210,466,415,294 1,000,506,543,097,243,017,046 KP7,122,312,388,390,457,506 1,000,646,515,570,449,330 KP8,104,240,461,612,588,543,646 1,000,590,418,318,401 KP9,010,058,215,183,306,097,515,590 1,000,265,363,431 KP10,066,064,273,428,312,243,570,418,265 1,000,283,255 KP11,054,314,209,365,180,017,449,318,363,283 1,000,538 KP12 -,139,232,223,341,108,046,330,401,431,255,538 1,000 Inter-Item Covariance Matrix KP1 KP2 KP3 KP4 KP5 KP6 KP7 KP8 KP9 KP10 KP11 KP12 KP1,737,445,437,151,006,217,094,092,008,044,036 -,100 KP2,445,700,517,272,121,141,234,207,045,041,203,162 KP3,437,517,851,333,195,345,322,437,184,195,149,172 KP4,151,272,333,737,351,286,301,540,146,285,243,245 KP5,006,121,195,351,902,224,391,575,270,230,132,086 KP6,217,141,345,286,224,645,366,448,072,152,010,031 KP7,094,234,322,301,391,366,809,598,430,398,313,248 KP8,092,207,437,540,575,448,598 1,057,563,333,253,345 KP9,008,045,184,146,270,072,430,563,861,191,261,334 KP10,044,041,195,285,230,152,398,333,191,602,170,166 KP11,036,203,149,243,132,010,313,253,261,170,599,348

12 125 KP12 -,100,162,172,245,086,031,248,345,334,166,348,700 Summary Item Statistics Mean Minimum Maximum Range Maximum / Minimum Varian ce N of Items Item Means 3,383 2,833 3,967 1,133 1,400, Item Variances,767,599 1,057,459 1,766, Inter-Item Covariances,243 -,100,598,698-5,977, Inter-Item Correlations,313 -,139,670,810-4,814, 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 KP1 37, ,689,271,590,853 KP2 37, ,803,477,716,839 KP3 37, ,857,613,633,829 KP4 37, ,240,628,578,828 KP5 37, ,220,458,420,841 KP6 37, ,052,476,615,839 KP7 37, ,085,714,731,821 KP8 37, ,444,761,767,815 KP9 36, ,413,454,591,841 KP10 37, ,271,472,499,839 KP11 37, ,447,453,463,840 KP12 36, ,507,403,505,844 Scale Statistics Mean Variance Std. Deviation N of Items 40, ,283 6, Lampiran 5 Variabel Loyalitas Konsumen Descriptive Statistics Mean Std. Deviation Analysis N LP1 3,3667, LP2 3,2000, LP3 3,2000, LP4 3,4667, LP5 3,7667, LP6 3,9667,

13 126 Correlation Sig. (1-tailed) a. Determinant =,034 Correlation Matrix a LP1 LP2 LP3 LP4 LP5 LP6 LP1 1,000,645,469,427,568,655 LP2,645 1,000,445,558,592,683 LP3,469,445 1,000,617,608,558 LP4,427,558,617 1,000,667,598 LP5,568,592,608,667 1,000,681 LP6,655,683,558,598,681 1,000 LP1,000,004,009,001,000 LP2,000,007,001,000,000 LP3,004,007,000,000,001 LP4,009,001,000,000,000 LP5,001,000,000,000,000 LP6,000,000,001,000,000 Inverse of Correlation Matrix LP1 LP2 LP3 LP4 LP5 LP6 LP1 2,114 -,757 -,265,314 -,342 -,673 LP2 -,757 2,322,170 -,485 -,212 -,751 LP3 -,265,170 1,909 -,680 -,462 -,288 LP4,314 -,485 -,680 2,260 -,762 -,328 LP5 -,342 -,212 -,462 -,762 2,555 -,657 LP6 -,673 -,751 -,288 -,328 -,657 2,758 KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy.,875 Bartlett's Test of Sphericity Approx. Chi-Square 88,365 Df 15 Sig.,000 Anti-image Covariance Anti-image Correlation Anti-image Matrices LP1 LP2 LP3 LP4 LP5 LP6 LP1,473 -,154 -,066,066 -,063 -,116 LP2 -,154,431,038 -,092 -,036 -,117 LP3 -,066,038,524 -,158 -,095 -,055 LP4,066 -,092 -,158,442 -,132 -,053 LP5 -,063 -,036 -,095 -,132,391 -,093 LP6 -,116 -,117 -,055 -,053 -,093,363 LP1,861 a -,342 -,132,144 -,147 -,279 LP2 -,342,868 a,081 -,212 -,087 -,297 LP3 -,132,081,886 a -,327 -,209 -,125 LP4,144 -,212 -,327,852 a -,317 -,131 LP5 -,147 -,087 -,209 -,317,893 a -,247

14 127 LP6 -,279 -,297 -,125 -,131 -,247,886 a a. Measures of Sampling Adequacy(MSA) Communalities Initial Extraction LP1 1,000,598 LP2 1,000,656 LP3 1,000,571 LP4 1,000,633 LP5 1,000,725 LP6 1,000,749 Extraction Method: Principal Component Analysis. Total Variance Explained Extraction Sums of Squared Initial Eigenvalues Loadings Component % of Cumulative % of Cumulative Total Variance % Total Variance % 1 3,932 65,527 65,527 3,932 65,527 65,527 2,714 11,896 77,423 3,449 7,486 84,909 4,342 5,697 90,606 5,294 4,905 95,511 6,269 4, ,000 Extraction Method: Principal Component Analysis. Component Matrix a Component 1 LP1,773 LP2,810 LP3,755 LP4,796 LP5,852 LP6,865 Extraction Method: Principal Component Analysis. a. 1 components extracted.

15 128 Reproduced Correlation Residual b Reproduced Correlations LP1 LP2 LP3 LP4 LP5 LP6 LP1,598 a,626,584,615,658,669 LP2,626,656 a,612,644,690,701 LP3,584,612,571 a,601,643,654 LP4,615,644,601,633 a,678,689 LP5,658,690,643,678,725 a,737 LP6,669,701,654,689,737,749 a LP1,019 -,115 -,188 -,091 -,014 LP2,019 -,167 -,087 -,098 -,017 LP3 -,115 -,167,016 -,036 -,096 LP4 -,188 -,087,016 -,011 -,091 LP5 -,091 -,098 -,036 -,011 -,056 LP6 -,014 -,017 -,096 -,091 -,056 Extraction Method: Principal Component Analysis. a. Reproduced communalities b. Residuals are computed between observed and reproduced correlations. There are 9 (60,0%) nonredundant residuals with absolute values greater than Case Processing Summary N % Cases Valid ,0 Excluded a 0,0 Total ,0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha Based on Standardized Cronbach's Alpha Items N of Items,894,894 6 Item Statistics Mean Std. Deviation N LP1 3,3667, LP2 3,2000, LP3 3,2000, LP4 3,4667, LP5 3,7667, LP6 3,9667,

16 129 Inter-Item Correlation Matrix LP1 LP2 LP3 LP4 LP5 LP6 LP1 1,000,645,469,427,568,655 LP2,645 1,000,445,558,592,683 LP3,469,445 1,000,617,608,558 LP4,427,558,617 1,000,667,598 LP5,568,592,608,667 1,000,681 LP6,655,683,558,598,681 1,000 Inter-Item Covariance Matrix LP1 LP2 LP3 LP4 LP5 LP6 LP1,723,441,338,340,433,495 LP2,441,648,303,421,428,490 LP3,338,303,717,490,462,421 LP4,340,421,490,878,561,499 LP5,433,428,462,561,806,544 LP6,495,490,421,499,544,792 Item Means Item Variance s Inter- Item Covarian ces Inter- Item Correlati ons Summary Item Statistics Mean Minimum Maximum Range Maximum / Minimum Varian ce N of Items 3,494 3,200 3,967,767 1,240,098 6,761,648,878,230 1,355,007 6,444,303,561,257 1,848,005 6,585,427,683,256 1,600,007 6 Item-Total Statistics Scale Mean Corrected Squared Cronbach's if Item Deleted Scale Variance if Item Deleted Item-Total Correlation Multiple Correlation Alpha if Item Deleted LP1 17, ,076,666,527,883 LP2 17, ,082,715,569,876 LP3 17, ,151,656,476,884 LP4 17, ,397,700,558,878 LP5 17, ,234,773,609,866 LP6 17, ,207,787,637,864

17 130 Scale Statistics Mean Variance Std. Deviation N of Items 20, ,895 4, Lampiran 6 Kuesioner KUESIONER PENGARUH REPUTASI PERUSAHAAN TERHADAP LOYALITAS KONSUMEN DENGAN MEDIASI KEPUASAN KONSUMEN DALAM MENGKONSUMSI PIZZA HUT (Studi Kasus : Pizza Hut Muara Karang ) Petunjuk Penggunaan Kuesioner

18 Kuesioner ini semata mata digunakan untuk kebutuhan akademis/penelitian, mohon dijawab dengan jujur. Kerahasiaan jawaban akan dijaga sepenuhnya oleh peneliti. 6. Baca dan jawablah semua pertanyaan secara teliti tanpa ada yang dilewatkan. 7. Beri tanda (X) untuk jawaban yang anda pilih. 8. Terimakasih atas waktu dan partisipasinya. Data Responden 6. Jenis Kelamin b. Pria b. Wanita 7. Status Pernikahan b. Belum menikah b. Menikah c. Duda/Janda 8. Usia c. 20 tahun c tahun e. 51 tahun d tahun d tahun 9. Berapa pengeluaran anda dalam sebulan (diluar cicilan, pembelian baju dan entertainment) c c e d d f. > Berapa kali anda mengunjugi Pizza Hut dalam 3 bulan? c. > 3 kali d. < 3 kali PERTANYAAN (Berilah tanda (x) pada jawaban yang anda pilih) NO. Pertanyaan Reputasi Perusahaan Pizza Hut Merupakan 1. perusahaan yang memiliki kemampuan bersaing dengan Sangat Tidak Tidak Cukup Sangat

19 para pesaingnya Pizza Hut memberikan inovasi terhadap produkproduk terbarunya Pizza Hut memiliki keunggulan dalam menciptakan produk Pizza yang berkualitas Pizza Hut memberikan keunggulan dalam memberikan pelayanan jasa nya. Menurut anda, Pizza Hut sering kali menjadi word of mouth dalam masyarakat. Merk Pizza Hut merupakan Merk yang sudah terkenal Pizza hut bertanggung jawab kepada masyarakat sehingga terbentuknya pizza hut tidak menganggu masyarakat atau warga sekitar Kepuasan Konsumen 8. No Menurut anda, Pizza Hut di Muara Karang dapat memberikan layanan yang professional Pertanyaan Pizza Hut di Muara Karang dapat menyelesaikan transaksi dengan teliti Menurut anda, Pelayanan Pizza Hut di Muara Karang tulus dalam membantu konsumen Sangat Tidak 1 Tidak 2 Cukup 3 4 Sangat 5

20 No Menurut anda, Pelayanan pizza hut di muara karang ramah dalam menghadapi konsumen Pelayanan Pizza Hut di Muara Karang sesuai dengan apa yang diharapkan konsumen Menurut anda, karyawan di Pizza hut cepat tanggap dalam melayani konsumennya Pelayanan Pizza Hut di Muara Karang sesuai dengan standar layanan yang diberikan Good Friend, Great Pizza Keluhan dan Saran dari konsumen yang diberikan kepada pizza hut dilaksanakan dengan baik oleh Pizza Hut Karyawan Di Pizza Hut Muara karang dapat memberikan solusi yang tepat bagi konsumen dalam penyelesaian masalah Menurut Anda, Karyawan Di Pizza Hut, membantu konsumen dalam penjelasan pemilihan menu Pertanyaan Karyawan di Pizza Hut Muara Karang dapat dipercaya sebagai penyedia layanan yang baik. Sistem pembayaran di Pizza Hut muara karang dilakukan dengan baik dan teliti. Sangat Tidak 1 Tidak 2 Cukup 3 4 Sangat 5

21 134 Loyalitas Konsumen Konsumen akan merekomendasikan Pizza hut kepada kerabat dan rekan kerja Konsumen akan kembali lagi untuk membeli Pizza hut Konsumen akan mengatakan bahwa Pizza hut adalah Pizza yang lezat. Menurut konsumen, Pizza Hut menjadi pilihan pertama dalam pembelian pizza Konsumen akan terus berkomitmen terhadap Pizza hut walaupun terjadi kenaikan harga Dengan kualitas yang diberikan Pizza hut, konsumen mampu membayar dengan harga yang tinggi TERIMA KASIH ATAS PARTISIPASINY Lampiran 7 Hasil kuesioner

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25 Lampiran 8 Output SEM DATE: 2/18/2015 TIME: 19:11 L I S R E L 8.51 BY Karl G. Jöreskog & Dag Sörbom

26 139 This program is published exclusively by Scientific Software International, Inc N. Lincoln Avenue, Suite 100 Lincolnwood, IL 60712, U.S.A. Phone: (800) , (847) , Fax: (847) Copyright by Scientific Software International, Inc., Use of this program is subject to the terms specified in the Universal Copyright Convention. Website: The following lines were read from file D:\fionna\SKRIPSI\Fiona\lisrel\pertama.pr2: raw data from file data.psf latent variables: RP KP LP relationship:!rp1 = RP RP2 = RP RP3 = RP!RP4 = RP!RP5 = RP!RP6 = RP!RP7 = RP!KP1 = KP!KP2 = KP KP3 = KP KP4 = KP KP5 = KP KP6 = KP KP7 = KP KP8 = KP!KP9 = KP KP10 = KP!KP11 = KP!KP12 = KP LP1 = LP LP2 = LP LP3 = LP LP4 = LP LP5 = LP!LP6 = LP KP=RP LP= RP KP options: sc path diagram end of problem

27 140 Sample Size = 130 Covariance Matrix KP3 KP4 KP5 KP6 KP7 KP KP KP KP KP KP KP KP LP LP LP LP LP RP RP Covariance Matrix KP10 LP1 LP2 LP3 LP4 LP KP LP LP LP LP LP RP RP Covariance Matrix RP2 RP RP RP Number of Iterations = 13 LISREL Estimates (Maximum Likelihood) Measurement Equations KP3 = 0.50*KP, Errorvar.= 0.45, R² = 0.35 (0.063)

28 KP4 = 0.50*KP, Errorvar.= 0.37, R² = 0.41 (0.089) (0.052) KP5 = 0.65*KP, Errorvar.= 0.40, R² = 0.51 (0.11) (0.062) KP6 = 0.50*KP, Errorvar.= 0.43, R² = 0.37 (0.092) (0.060) KP7 = 0.46*KP, Errorvar.= 0.41, R² = 0.34 (0.087) (0.056) KP8 = 0.54*KP, Errorvar.= 0.51, R² = 0.36 (0.100) (0.071) KP10 = 0.43*KP, Errorvar.= 0.50, R² = 0.27 (0.089) (0.067) LP1 = 0.50*LP, Errorvar.= 0.58, R² = 0.30 (0.079) 7.32 LP2 = 0.70*LP, Errorvar.= 0.36, R² = 0.58 (0.12) (0.063) LP3 = 0.60*LP, Errorvar.= 0.54, R² = 0.40 (0.11) (0.077) LP4 = 0.61*LP, Errorvar.= 0.53, R² = 0.41 (0.12) (0.077) LP5 = 0.46*LP, Errorvar.= 0.61, R² = 0.25 (0.10) (0.082) RP2 = 0.52*RP, Errorvar.= 0.49, R² = 0.36 (0.12) (0.12) RP3 = 0.47*RP, Errorvar.= 0.98, R² = 0.19 (0.13) (0.15) Structural Equations KP = 0.49*RP, Errorvar.= 0.76, R² = 0.24 (0.16) (0.25) LP = 0.61*KP *RP, Errorvar.= 0.24, R² = 0.76 (0.17) (0.17) (0.13)

29 142 Reduced Form Equations KP = 0.49*RP, Errorvar.= 0.76, R² = 0.24 (0.16) 3.03 LP = 0.69*RP, Errorvar.= 0.52, R² = 0.48 (0.19) 3.73 Correlation Matrix of Independent Variables RP Covariance Matrix of Latent Variables KP LP RP KP 1.00 LP RP Goodness of Fit Statistics Degrees of Freedom = 74 Minimum Fit Function Chi-Square = (P = 0.72) Normal Theory Weighted Least Squares Chi-Square = (P = 0.71) Estimated Non-centrality Parameter (NCP) = Percent Confidence Interval for NCP = (0.0 ; 15.24) Minimum Fit Function Value = 0.52 Population Discrepancy Function Value (F0) = Percent Confidence Interval for F0 = (0.0 ; 0.12) Root Mean Square Error of Approximation (RMSEA) = Percent Confidence Interval for RMSEA = (0.0 ; 0.040) P-Value for Test of Close Fit (RMSEA < 0.05) = 0.99 Expected Cross-Validation Index (ECVI) = Percent Confidence Interval for ECVI = (1.05 ; 1.17) ECVI for Saturated Model = 1.63 ECVI for Independence Model = 4.21 Chi-Square for Independence Model with 91 Degrees of Freedom =

30 143 Independence AIC = Model AIC = Saturated AIC = Independence CAIC = Model CAIC = Saturated CAIC = Normed Fit Index (NFI) = 0.87 Non-Normed Fit Index (NNFI) = 1.02 Parsimony Normed Fit Index (PNFI) = 0.71 Comparative Fit Index (CFI) = 1.00 Incremental Fit Index (IFI) = 1.02 Relative Fit Index (RFI) = 0.84 Critical N (CN) = Root Mean Square Residual (RMR) = Standardized RMR = Goodness of Fit Index (GFI) = 0.93 Adjusted Goodness of Fit Index (AGFI) = 0.90 Parsimony Goodness of Fit Index (PGFI) = 0.66 Standardized Solution LAMBDA-Y KP LP KP KP KP KP KP KP KP LP LP LP LP LP LAMBDA-X RP RP RP3 0.47

31 144 BETA KP LP KP LP GAMMA RP KP 0.49 LP 0.39 Correlation Matrix of ETA and KSI KP LP RP KP 1.00 LP RP PSI Note: This matrix is diagonal. KP LP Regression Matrix ETA on KSI (Standardized) RP KP 0.49 LP 0.69 Completely Standardized Solution LAMBDA-Y KP LP KP KP KP KP

32 145 KP KP KP LP LP LP LP LP LAMBDA-X RP RP RP BETA KP LP KP LP GAMMA RP KP 0.49 LP 0.39 Correlation Matrix of ETA and KSI KP LP RP KP 1.00 LP RP PSI Note: This matrix is diagonal. KP LP THETA-EPS KP3 KP4 KP5 KP6 KP7 KP

33 146 THETA-EPS KP10 LP1 LP2 LP3 LP4 LP THETA-DELTA RP2 RP Regression Matrix ETA on KSI (Standardized) RP KP 0.49 LP 0.69 Time used: Seconds