PENGARUH KEPUASAN KONSUMEN TERHADAP LOYALITAS MEREK KARTU SELULAR INDOSAT IM3 DI SALATIGA (SURVEY PADA MAHASISWA UKSW SALATIGA)

Lampiran 1. Kuisioner Penelitian PENGARUH KEPUASAN KONSUMEN TERHADAP LOYALITAS MEREK KARTU SELULAR INDOSAT IM3 DI SALATIGA (SURVEY PADA MAHASISWA UKSW SALATIGA) A. Gambaran Responden 1. Jenis Kelamin : 2. Usia :.. tahun 3. Fakultas/ Angkatan : /.. 4. Penerimaan per bulan : Rp.. B. Kepuasan Konsumen Nyatakanlah derajat kepuasan Anda pada pernyataan-pernyataan berikut ini dengan memberikan tanda centang ( ) pada kotak jawaban yang tersedia STS : Sangat Tidak Setuju TS : Tidak Setuju CS : Cukup Setuju S : Setuju SS : Sangat Setuju Kepuasan Konsumen STS TS CS S SS Attributes related to the product: 1. Harga yang dibayar saat membeli kartu perdana Indosat IM3 sebanding dengan kualitas produk yang diperolehnya 2. Kualitas atau mutu jaringan/ sinyal kartu seluler Indosat IM3 yang kuat 3. Kartu seluler Indosat IM3 dilengkapi/ memiliki fitur yang lengkap seperti SMS/ MMS, transfer pulsa, voice call, M-banking, 3.5G, layanan BlackBarry 4. Kartu seluler Indosat IM3 memiliki desain starter pack yang menarik 5. Kartu seluler Indosat IM3 memiliki sejumlah pilihan paket yang ditawarkan seperti paket tarif telpon, paket SMS maupun paket internet Attributes related to the service: 1. Konsumen memperoleh manfaat yang besar dengan menggunakan kartu seluler Indosat IM3 2. Kartu seluler Indosat IM3 memiliki masa aktif maupun masa tenggang yang panjang Attributes related to the purchase: 1. Adanya reputasi yang baik dari Indosat IM3 yang dibeli konsumen 44

Kepuasan Konsumen STS TS CS S SS 2. Adanya keyakinan dalam membeli Indosat IM3 karena kemampuan operator tersebut untuk terus berinovasi menghasilkan produk yang lebih sesuai dengan apa yang dikehendaki konsumen C. Merek Manakah dari pernyataan berikut yang paling sesuai dengan yang anda alami atau anda lakukan? Lingkari salah satu pernyataan yang paling sesuai. 1. Anda membeli kartu seluler Indosat IM3 hanya disebabkan karena harga kartu perdananya yang murah. 2. Anda membeli kartu seluler Indosat IM3 karena sudah terbiasa menggunakan kartu seluler tersebut sebelumnya. 3. Anda membeli kartu seluler Indosat IM3 karena cukup puas dengan kartu seluler merek tersebut akan tetapi dapat saja berpindah ke merek kartu seluler lainnya jika ada yang dapat lebih memberikan kepuasan bagi anda. 4. Anda membeli kartu seluler Indosat IM3 karena benar-benar menyukai kartu seluler merek tersebut. 5. Anda tidak saja suka terhadap kartu seluler Indosat IM3, tetapi juga akan merekomendasikan kartu seluler Indosat IM3 tersebut kepada orang lain untuk mau menggunakannya. 45

Lampiran 2. Tabulasi Data Hasil Penelitian No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 1 P 21 FTI 2009 500000 2 2 3 3 3 2.6 2 3 2.5 3 3 3.0 1 2 L 24 FTI 2009 1000000 2 3 4 2 3 2.8 4 4 4.0 4 4 4.0 3 3 P 21 FTI 2009 200000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 2 4 P 20 FTI 2009 140000 4 3 5 4 5 4.2 4 2 3.0 4 4 4.0 2 5 L 22 FTI 2009 100000 2 2 3 2 3 2.4 2 3 2.5 2 2 2.0 1 6 P 20 FTI 2009 250000 4 4 4 4 4 4.0 5 5 5.0 5 5 5.0 5 7 L 18 FTI 2011 800000 4 2 4 4 4 3.6 4 3 3.5 4 4 4.0 4 8 L 20 FTI 2010 400000 3 2 4 2 4 3.0 2 2 2.0 3 3 3.0 3 9 L 24 FTI 2007 1200000 3 2 3 3 3 2.8 3 4 3.5 3 3 3.0 2 10 L 25 FTI 2005 1200000 3 3 4 2 3 3.0 3 4 3.5 3 3 3.0 2 11 L 23 FTI 2007 600000 3 2 4 4 4 3.4 3 3 3.0 3 3 3.0 2 12 L 23 FTI 2007 700000 4 4 4 3 4 3.8 4 4 4.0 4 4 4.0 5 13 L 21 FTI 2009 600000 4 5 5 5 5 4.8 4 5 4.5 5 5 5.0 5 14 L 24 FTI 2005 1500000 5 5 5 5 5 5.0 5 5 5.0 5 5 5.0 5 15 L 23 FTI 2006 2000000 5 4 5 5 5 4.8 4 4 4.0 4 4 4.0 4 16 L 23 FTI 2006 900000 4 5 4 5 5 4.6 4 4 4.0 4 4 4.0 4 17 L 25 FTI 2006 1200000 4 4 4 5 4 4.2 4 4 4.0 4 4 4.0 2 18 L 24 FTI 2005 1000000 4 4 4 4 5 4.2 4 4 4.0 4 4 4.0 2 19 L 24 FTI 2005 800000 4 4 4 5 4 4.2 4 4 4.0 5 5 5.0 4 20 L 24 FTI 2005 900000 2 2 2 2 2 2.0 4 5 4.5 3 3 3.0 2 21 L 24 FTI 2005 1500000 4 4 5 4 4 4.2 5 5 5.0 4 5 4.5 4 46

No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 22 L 25 FTI 2006 1000000 4 4 5 5 5 4.6 4 5 4.5 4 4 4.0 4 23 L 22 FTI 2007 1500000 4 4 5 5 4 4.4 4 4 4.0 4 4 4.0 4 24 L 24 FTI 2005 1000000 4 4 5 5 5 4.6 4 4 4.0 4 4 4.0 2 25 L 23 FTI 2006 1000000 4 5 5 5 5 4.8 5 5 5.0 4 4 4.0 2 26 P 24 FTI 2007 500000 4 4 4 4 5 4.2 4 4 4.0 4 5 4.5 2 27 L 23 FTI 2006 2000000 3 3 4 3 4 3.4 4 5 4.5 4 5 4.5 2 28 L 27 FTI 2005 800000 5 5 5 5 5 5.0 5 5 5.0 5 5 5.0 4 29 L 25 FTI 2006 1200000 4 4 4 5 4 4.2 4 4 4.0 5 5 5.0 4 30 P 24 FTI 2005 1000000 4 5 5 5 5 4.8 4 5 4.5 5 5 5.0 2 31 L 23 FSM 2008 450000 3 4 4 4 4 3.8 4 4 4.0 3 4 3.5 1 32 P 22 FSM 2008 750000 4 4 4 3 4 3.8 3 4 3.5 4 4 4.0 3 33 L 21 FSM 2009 500000 4 4 4 3 4 3.8 3 4 3.5 3 3 3.0 3 34 L 22 FSM 2008 600000 4 4 5 4 4 4.2 4 3 3.5 3 3 3.0 3 35 P 22 FSM 2008 400000 3 2 4 3 4 3.2 4 3 3.5 4 4 4.0 2 36 P 21 FSM 2009 700000 5 2 4 4 4 3.8 4 2 3.0 4 3 3.5 4 37 L 23 FSM 2007 1200000 5 5 5 3 3 4.2 3 1 2.0 5 3 4.0 2 38 L 20 FSM 2010 800000 4 4 4 3 4 3.8 3 3 3.0 4 4 4.0 4 39 P 22 FSM 2008 1000000 4 4 4 3 4 3.8 4 4 4.0 4 4 4.0 3 40 P 23 FSM 2007 1000000 4 2 4 1 5 3.2 3 4 3.5 3 3 3.0 3 41 L 22 FH 2008 1000000 4 4 5 3 4 4.0 5 4 4.5 3 4 3.5 4 42 L 24 FH 2005 650000 3 4 5 3 4 3.8 4 5 4.5 3 4 3.5 3 43 L 22 FH 2008 300000 3 4 5 3 4 3.8 4 4 4.0 3 4 3.5 1 44 P 25 FH 2005 1200000 5 3 3 4 5 4.0 3 5 4.0 4 5 4.5 3 47

No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 45 P 22 FH 2006 1200000 4 2 5 3 4 3.6 4 5 4.5 4 4 4.0 2 46 P 23 FH 2007 1000000 3 3 3 4 4 3.4 4 4 4.0 4 4 4.0 2 47 P 25 FH 2005 1200000 2 3 4 4 4 3.4 5 5 5.0 4 4 4.0 5 48 L 22 FH 2008 600000 5 4 4 3 4 4.0 4 3 3.5 4 4 4.0 2 49 L 21 FH 2010 700000 4 4 4 4 4 4.0 4 3 3.5 3 4 3.5 2 50 P 22 FH 2007 600000 4 5 5 4 5 4.6 5 5 5.0 4 4 4.0 4 51 L 21 FBS 2009 500000 4 5 5 5 5 4.8 4 4 4.0 4 4 4.0 3 52 L 22 FBS 2008 600000 3 4 4 4 4 3.8 4 4 4.0 3 3 3.0 3 53 P 20 FBS 2010 200000 4 4 4 5 4 4.2 4 4 4.0 5 5 5.0 5 54 P 21 FBS 2009 700000 4 4 4 4 4 4.0 3 4 3.5 4 4 4.0 2 55 P 20 FBS 2010 500000 5 5 4 4 4 4.4 4 4 4.0 4 4 4.0 4 56 L 20 FBS 2010 600000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3 57 L 21 FBS 2009 500000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3 58 L 22 FBS 2008 650000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3 59 P 23 FBS 2007 600000 4 4 4 3 4 3.8 4 4 4.0 4 4 4.0 2 60 P 20 FBS 2010 500000 4 4 3 3 4 3.6 4 4 4.0 3 3 3.0 5 61 L 24 FTH 2006 900000 4 1 3 2 4 2.8 2 2 2.0 2 4 3.0 1 62 P 24 FTH 2006 1100000 5 4 4 4 3 4.0 4 4 4.0 4 4 4.0 3 63 L 25 FTH 2005 700000 4 4 3 4 3 3.6 4 3 3.5 4 4 4.0 3 64 L 22 FTH 2008 800000 3 4 4 4 4 3.8 4 3 3.5 4 4 4.0 1 65 P 22 FTH 2008 1000000 4 4 4 3 3 3.6 4 3 3.5 4 4 4.0 5 66 L 21 FTH 2010 900000 3 4 4 3 4 3.6 3 3 3.0 3 3 3.0 2 67 P 21 FTH 2010 800000 4 3 2 4 5 3.6 3 4 3.5 3 3 3.0 3 48

No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 68 L 23 FTH 2006 750000 2 2 3 3 3 2.6 4 4 4.0 4 4 4.0 2 69 P 21 FTH 2010 500000 2 3 4 4 4 3.4 4 3 3.5 4 3 3.5 4 70 L 22 FTH 2009 200000 2 2 3 4 4 3.0 4 3 3.5 3 4 3.5 5 71 P 20 FPsi 2008 1500000 4 3 4 3 4 3.6 3 4 3.5 4 4 4.0 3 72 P 20 FPsi 2010 1200000 3 3 4 3 4 3.4 3 4 3.5 3 3 3.0 3 73 P 24 FPsi 2006 650000 2 3 3 4 4 3.2 4 3 3.5 4 3 3.5 1 74 L 20 FPsi 2011 750000 2 3 4 4 3 3.2 4 3 3.5 4 4 4.0 3 75 P 23 FPsi 2007 300000 3 3 4 4 4 3.6 4 3 3.5 4 3 3.5 2 76 L 22 FPsi 2008 250000 2 3 4 3 4 3.2 4 3 3.5 3 3 3.0 4 77 P 21 FPsi 2010 400000 3 4 3 3 4 3.4 3 4 3.5 4 3 3.5 2 78 L 21 FPsi 2010 450000 2 3 3 2 4 2.8 3 2 2.5 3 3 3.0 2 79 L 23 FPsi 2007 200000 3 3 4 4 3 3.4 3 3 3.0 4 3 3.5 3 80 P 24 FPsi 2005 600000 2 3 4 3 3 3.0 3 3 3.0 3 3 3.0 4 81 P 22 FPB 2008 1000000 2 3 3 4 3 3.0 4 4 4.0 2 1 1.5 1 82 P 21 FPB 2010 700000 2 3 3 4 4 3.2 3 3 3.0 4 3 3.5 2 83 L 22 FPB 2008 600000 5 4 5 5 4 4.6 5 5 5.0 3 3 3.0 5 84 P 20 FPB 2011 1000000 2 3 4 4 3 3.2 3 3 3.0 3 3 3.0 4 85 L 25 FPB 2005 500000 2 3 3 3 4 3.0 4 3 3.5 3 3 3.0 4 86 P 22 FPB 2009 800000 2 3 3 4 4 3.2 4 3 3.5 3 3 3.0 2 87 L 20 FPB 2011 700000 2 3 4 4 3 3.2 4 3 3.5 4 3 3.5 3 88 P 21 FPB 2010 300000 3 3 3 3 3 3.0 4 3 3.5 3 3 3.0 1 89 L 24 FPB 2006 250000 2 3 4 4 3 3.2 3 4 3.5 4 3 3.5 2 90 P 23 FPB 2007 700000 2 3 4 3 3 3.0 2 2 2.0 4 5 4.5 1 49

No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 91 L 24 FTEK 2007 650000 3 4 4 4 4 3.8 4 4 4.0 4 3 3.5 2 92 P 22 FTEK 2009 1000000 3 4 5 4 4 4.0 4 2 3.0 3 4 3.5 2 93 L 23 FTEK 2008 900000 3 2 4 4 4 3.4 4 4 4.0 4 4 4.0 2 94 L 24 FTEK 2005 600000 4 4 4 4 3 3.8 4 4 4.0 4 4 4.0 3 95 L 23 FTEK 2007 800000 3 3 3 3 3 3.0 3 3 3.0 3 3 3.0 1 96 L 25 FTEK 2005 1500000 4 4 4 2 2 3.2 4 2 3.0 4 4 4.0 3 97 P 25 FTEK 2005 1000000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3 98 L 22 FTEK 2007 1500000 4 4 4 3 4 3.8 3 3 3.0 4 4 4.0 3 99 L 22 FTEK 2008 700000 1 2 1 2 1 1.4 2 2 2.0 2 2 2.0 1 100 L 23 FTEK 2008 1000000 4 4 3 4 3 3.6 4 2 3.0 4 4 4.0 1 101 P 21 FB 2009 800000 4 4 4 4 4 4.0 3 3 3.0 3 3 3.0 2 102 L 23 FB 2007 700000 3 3 4 4 3 3.4 3 4 3.5 4 4 4.0 2 103 L 22 FB 2008 800000 4 4 4 4 3 3.8 3 3 3.0 3 3 3.0 2 104 L 20 FB 2010 800000 4 3 3 3 4 3.4 4 3 3.5 4 4 4.0 5 105 P 20 FB 2010 800000 4 4 3 4 3 3.6 4 4 4.0 3 3 3.0 2 106 P 21 FB 2009 750000 4 2 3 3 4 3.2 3 3 3.0 4 4 4.0 3 107 P 20 FB 2011 950000 4 2 4 3 4 3.4 4 3 3.5 3 3 3.0 3 108 P 22 FB 2009 900000 3 2 3 4 4 3.2 4 4 4.0 3 3 3.0 2 109 P 23 FB 2007 1300000 4 3 4 3 4 3.6 3 5 4.0 3 4 3.5 3 110 P 21 FB 2009 1000000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 3 111 P 23 FSP 2007 700000 5 4 5 5 5 4.8 3 3 3.0 4 4 4.0 4 112 L 23 FSP 2008 900000 3 4 3 3 4 3.4 3 5 4.0 3 4 3.5 3 113 L 22 FSP 2008 950000 3 4 3 3 4 3.4 3 5 4.0 3 4 3.5 1 50

No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 114 L 24 FSP 2007 800000 3 4 3 3 4 3.4 3 5 4.0 3 4 3.5 4 115 P 23 FSP 2009 900000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 4 116 P 20 FSP 2010 1000000 4 4 3 3 4 3.6 3 4 3.5 3 3 3.0 3 117 P 21 FSP 2009 850000 3 4 3 3 4 3.4 3 3 3.0 3 3 3.0 3 118 P 20 FSP 2011 1000000 3 3 4 4 4 3.6 3 3 3.0 3 3 3.0 1 119 P 22 FSP 2008 950000 3 2 3 2 3 2.6 3 3 3.0 3 3 3.0 2 120 P 22 FSP 2007 1000000 4 2 4 3 4 3.4 3 3 3.0 4 4 4.0 3 121 L 22 FISIKOM 2008 500000 4 3 4 4 4 3.8 3 4 3.5 3 3 3.0 2 122 L 20 FISIKOM 2010 850000 4 4 4 3 5 4.0 4 3 3.5 3 3 3.0 2 123 P 20 FISIKOM 2010 1000000 4 3 4 4 5 4.0 4 5 4.5 4 4 4.0 4 124 L 22 FISIKOM 2009 3500000 4 4 4 4 5 4.2 2 1 1.5 3 2 2.5 4 125 L 21 FISIKOM 2010 1000000 3 4 3 3 4 3.4 3 5 4.0 3 4 3.5 2 126 L 20 FISIKOM 2010 1000000 4 2 4 4 4 3.6 3 2 2.5 3 3 3.0 3 127 L 23 FISIKOM 2007 700000 4 4 4 4 4 4.0 3 4 3.5 3 4 3.5 3 128 P 23 FISIKOM 2007 1000000 4 3 4 3 4 3.6 3 5 4.0 5 5 5.0 5 129 P 25 FISIKOM 2005 1200000 4 3 3 2 4 3.2 3 3 3.0 3 3 3.0 2 130 P 21 FISIKOM 2008 900000 4 3 4 3 4 3.6 2 3 2.5 3 4 3.5 2 131 L 25 PPS 2010 1000000 4 3 4 4 4 3.8 4 5 4.5 4 5 4.5 2 132 L 25 PPS 2010 1750000 1 1 2 1 4 1.8 3 4 3.5 1 2 1.5 3 133 P 25 PPS 2010 750000 4 2 4 3 4 3.4 3 4 3.5 3 3 3.0 1 134 P 25 PPS 2010 1100000 4 4 4 3 5 4.0 4 5 4.5 4 4 4.0 5 135 P 25 PPS 2010 900000 3 3 4 4 4 3.6 3 4 3.5 2 3 2.5 1 136 P 23 PPS 2010 2000000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 4 51

No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 137 L 30 PPS 2009 2000000 5 5 4 5 4 4.6 5 4 4.5 4 5 4.5 4 138 P 30 PPS 2011 2500000 2 1 3 1 4 2.2 5 4 4.5 3 4 3.5 1 139 P 34 PPS 2010 2000000 5 5 4 5 4 4.6 2 3 2.5 4 3 3.5 1 140 L 27 PPS 2010 2500000 3 4 4 3 5 3.8 3 4 3.5 3 4 3.5 2 141 P 22 FKes 2011 750000 4 4 4 4 3 3.8 3 3 3.0 3 3 3.0 3 142 L 21 FKes 2010 600000 4 5 5 4 5 4.6 4 5 4.5 4 3 3.5 3 143 P 20 FKes 2009 450000 3 3 4 3 4 3.4 3 3 3.0 3 3 3.0 3 144 P 20 FKes 2009 400000 4 4 4 3 5 4.0 3 4 3.5 3 3 3.0 3 145 P 19 FKes 2010 500000 3 4 4 2 4 3.4 4 4 4.0 2 2 2.0 3 146 P 19 FKes 2010 500000 3 4 5 2 4 3.6 4 3 3.5 3 3 3.0 3 147 P 20 FKes 2009 350000 2 3 2 3 4 2.8 2 1 1.5 3 2 2.5 1 148 L 19 FKes 2010 600000 2 2 2 2 2 2.0 2 2 2.0 2 2 2.0 1 149 P 19 FKes 2010 300000 2 3 2 1 2 2.0 4 4 4.0 4 4 4.0 2 150 P 23 FKes 2009 600000 4 4 4 3 5 4.0 4 5 4.5 3 4 3.5 3 151 P 20 FKIP 2009 300000 4 4 4 3 5 4.0 4 5 4.5 3 4 3.5 2 152 P 19 FKIP 2009 250000 4 5 4 3 5 4.2 4 4 4.0 4 4 4.0 5 153 P 20 FKIP 2009 700000 4 4 4 3 4 3.8 4 2 3.0 3 3 3.0 2 154 P 20 FKIP 2009 400000 4 4 4 4 4 4.0 3 5 4.0 4 4 4.0 3 155 P 21 FKIP 2009 400000 4 4 4 4 4 4.0 4 5 4.5 4 4 4.0 3 156 P 19 FKIP 2009 300000 4 5 5 4 5 4.6 4 3 3.5 4 4 4.0 3 157 L 20 FKIP 2009 500000 4 5 3 2 5 3.8 5 1 3.0 3 5 4.0 2 158 P 19 FKIP 2009 300000 4 4 4 3 4 3.8 3 4 3.5 4 4 4.0 3 159 P 20 FKIP 2009 700000 3 4 4 3 4 3.6 3 5 4.0 3 4 3.5 4 52

No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 160 P 19 FKIP 2009 300000 4 4 4 3 4 3.8 3 3 3.0 3 3 3.0 3 161 L 22 FKIP 2009 600000 4 5 4 4 5 4.4 4 4 4.0 3 4 3.5 2 162 P 20 FKIP 2009 400000 4 3 5 4 4 4.0 4 5 4.5 4 3 3.5 2 163 L 21 FKIP 2009 300000 4 3 3 3 1 2.8 2 1 1.5 2 1 1.5 2 164 P 18 FKIP 2009 600000 3 4 4 4 4 3.8 4 3 3.5 4 4 4.0 2 165 P 20 FKIP 2009 300000 2 4 4 2 4 3.2 4 4 4.0 4 4 4.0 3 166 P 20 FKIP 2009 1000000 4 4 4 4 4 4.0 3 3 3.0 4 4 4.0 4 167 P 20 FKIP 2009 300000 2 3 4 3 3 3.0 3 4 3.5 3 3 3.0 3 168 P 21 FKIP 2009 200000 3 4 4 3 4 3.6 4 4 4.0 4 4 4.0 2 169 P 19 FKIP 2009 700000 2 2 3 3 4 2.8 4 2 3.0 4 4 4.0 3 170 L 21 FKIP 2009 400000 3 5 5 3 4 4.0 3 1 2.0 3 3 3.0 1 171 P 21 FEB 2010 900000 5 3 4 4 3 3.8 3 3 3.0 4 4 4.0 1 172 L 22 FEB 2008 550000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 4 173 P 20 FEB 2010 1200000 3 3 3 3 3 3.0 3 3 3.0 3 3 3.0 1 174 L 23 FEB 2009 750000 5 4 3 4 4 4.0 4 4 4.0 3 4 3.5 2 175 L 24 FEB 2006 600000 2 2 4 4 3 3.0 2 3 2.5 3 3 3.0 3 176 P 20 FEB 2011 800000 4 5 5 4 5 4.6 4 4 4.0 4 4 4.0 4 177 P 21 FEB 2010 1000000 3 4 3 4 3 3.4 4 3 3.5 4 3 3.5 3 178 L 22 FEB 2009 600000 3 4 2 4 3 3.2 4 4 4.0 3 3 3.0 1 179 L 22 FEB 2008 750000 3 3 3 3 3 3.0 4 2 3.0 3 4 3.5 3 180 P 23 FEB 2006 700000 5 5 5 4 4 4.6 5 4 4.5 4 4 4.0 5 181 P 20 FEB 2010 1200000 4 4 4 4 4 4.0 2 2 2.0 4 4 4.0 2 182 P 22 FEB 2008 900000 4 4 4 4 3 3.8 3 3 3.0 3 3 3.0 4 53

No JK Usia Fakultas Angkatan Penerimaan per bln the Product the Service the Purchase PR1 PR2 PR3 PR4 PR5 Mean SR1 SR2 Mean PC1 PC2 Mean Merek 183 L 23 FEB 2007 800000 3 3 3 3 3 3.0 3 3 3.0 3 3 3.0 1 184 L 23 FEB 2008 700000 4 5 5 4 4 4.4 4 4 4.0 3 3 3.0 2 185 P 21 FEB 2010 700000 4 3 3 3 3 3.2 3 5 4.0 3 4 3.5 1 186 P 20 FEB 2011 1000000 4 4 4 4 4 4.0 4 4 4.0 4 4 4.0 2 187 P 22 FEB 2009 800000 4 3 3 3 4 3.4 4 5 4.5 3 4 3.5 2 188 P 21 FEB 2008 1000000 4 4 5 4 5 4.4 4 4 4.0 3 4 3.5 1 189 L 22 FEB 2008 1000000 3 4 4 4 4 3.8 3 3 3.0 3 3 3.0 3 190 P 21 FEB 2008 850000 5 5 4 5 4 4.6 4 5 4.5 4 5 4.5 4 191 P 21 FEB 2009 900000 3 5 5 3 4 4.0 4 4 4.0 4 4 4.0 4 192 L 23 FEB 2006 700000 4 3 4 3 4 3.6 4 5 4.5 4 4 4.0 1 193 L 24 FEB 2005 700000 3 3 3 2 4 3.0 3 4 3.5 3 3 3.0 3 194 L 24 FEB 2005 900000 4 2 4 4 4 3.6 2 4 3.0 2 2 2.0 1 195 L 21 FEB 2010 600000 3 2 4 4 4 3.4 4 4 4.0 4 3 3.5 2 196 L 22 FEB 2007 500000 3 3 4 4 4 3.6 4 4 4.0 3 3 3.0 3 197 L 24 FEB 2005 500000 3 3 4 3 4 3.4 3 4 3.5 3 3 3.0 3 198 P 22 FEB 2007 500000 3 4 4 3 4 3.6 4 4 4.0 3 3 3.0 2 199 L 23 FEB 2007 800000 3 5 4 3 4 3.8 4 5 4.5 3 4 3.5 2 200 P 21 FEB 2010 1000000 5 5 5 3 4 4.4 4 4 4.0 3 4 3.5 3 54

Lampiran 3. Hasil Uji Validitas dan Reliabilitas Reliability Scale: ALL VARIABLES Case Processing Summary N % Cases Valid 200 100.0 Excluded a 0.0 Total 200 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items.787 5 Item Statistics Mean Std. Deviation N PR1 3.5050.88538 200 PR2 3.5350.92903 200 PR3 3.8600.74375 200 PR4 3.5050.86238 200 PR5 3.9100.71727 200 Item-Total Statistics Corrected Cronbach's Scale Mean if Scale Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted PR1 14.8100 5.974.595.736 PR2 14.7800 5.821.591.739 PR3 14.4550 6.430.623.731 PR4 14.8100 6.315.524.760 PR5 14.4050 6.916.504.766 55

Reliability Scale: ALL VARIABLES Case Processing Summary N % Cases Valid 200 100.0 Excluded a 0.0 Total 200 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items.550 2 Item Statistics Mean Std. Deviation N SR1 3.5900.72424 200 SR2 3.6500.97068 200 Item-Total Statistics Corrected Cronbach's Scale Mean if Scale Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted SR1 3.6500.942.395. a SR2 3.5900.525.395. a a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings. 56

Reliability Scale: ALL VARIABLES Case Processing Summary N % Cases Valid 200 100.0 Excluded a 0.0 Total 200 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Cronbach's Alpha N of Items.808 2 Item Statistics Mean Std. Deviation N PC1 3.5150.68712 200 PC2 3.6150.74805 200 Item-Total Statistics Corrected Cronbach's Scale Mean if Scale Variance if Item-Total Alpha if Item Item Deleted Item Deleted Correlation Deleted PC1 3.6150.560.681. a PC2 3.5150.472.681. a a. The value is negative due to a negative average covariance among items. This violates reliability model assumptions. You may want to check item codings. 57

Lampiran 4. Perhitungan Modus untuk Tingkat Merek Kartu Seluler Indosat IM3 Frequencies Statistics N Valid 200 Missing 0 Mode 2.0 Frequency Percent Valid Percent Cumulative Percent Valid 1 30 15.0 15.0 15.0 2 62 31.0 31.0 46.0 3 60 30.0 30.0 76.0 4 33 16.5 16.5 92.5 5 15 7.5 7.5 100.0 Total 200 100.0 100.0 58

Lampiran 5. Hasil Uji Normalitas NPar Tests One-Sample Kolmogorov-Smirnov Test Unstandardized Residual N 200 Normal Parameters a Mean.0000000 Std. Deviation 1.02184000 Most Extreme Differences Absolute.053 Positive.053 Negative -.039 Kolmogorov-Smirnov Z.744 Asymp. Sig. (2-tailed).638 a. Test distribution is Normal. 59

Lampiran 6. Hasil Uji Multikolinearitas dan Uji Hipotesis Regression Variables Entered/Removed b Variables Variables Model Entered Removed Method 1 Purchase, Service, Product a. Enter a. All requested variables entered. b. Dependent Variable: Model Summary b Model R R Square Adjusted R Square Std. Error of the Estimate 1.440 a.193.181 1.0296 a. Predictors: (Constant), Purchase, Service, Product b. Dependent Variable: ANOVA b Model Sum of Squares df Mean Square F Sig. 1 Regression 49.808 3 16.603 15.661.000 a Residual 207.787 196 1.060 Total 257.595 199 a. Predictors: (Constant), Purchase, Service, Product b. Dependent Variable: 60

Unstandardized Coefficients Coefficients a Standardized Coefficients Collinearity Statistics Model B Std. Error Beta t Sig. Tolerance VIF 1 (Constant) -.711.507-1.403.162 Product.361.145.194 2.494.013.680 1.471 Service.251.120.157 2.092.038.734 1.362 Purchase.332.139.192 2.384.018.633 1.580 a. Dependent Variable: 61

Lampiran 7. Hasil Uji Heteroskedastisitas Regression Variables Entered/Removed b Variables Variables Model Entered Removed Method 1 Purchase, Service, Product a. Enter a. All requested variables entered. b. Dependent Variable: abs_res Model Summary Model R R Square Adjusted R Square Std. Error of the Estimate 1.061 a.004 -.012.57432 a. Predictors: (Constant), Purchase, Service, Product ANOVA b Model Sum of Squares df Mean Square F Sig. 1 Regression.243 3.081.245.865 a Residual 64.648 196.330 Total 64.891 199 a. Predictors: (Constant), Purchase, Service, Product b. Dependent Variable: abs_res 62

Coefficients a Unstandardized Coefficients Standardized Coefficients Model B Std. Error Beta t Sig. 1 (Constant).612.283 2.164.032 Product.027.081.028.328.743 Service.029.067.037.440.660 Purchase.008.078.010.108.914 a. Dependent Variable: abs_res 63