Lampiran 1 : Kuesioner No. Kuesioner : Kuesioner Penelitian · 62 Lampiran 1 : Kuesioner No. Kuesioner :___ Kuesioner Penelitian “Analisa Pengaruh Kepuasan Financial Benefit, Social

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.

http://www.petra.ac.id

http://dewey.petra.ac.id/dgt_directory.php?display=classification

http://digilib.petra.ac.id/help.html

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


(Sambungan)

No Jenis


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


(Sambungan)

No Jenis


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


(Sambungan)

No Jenis


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


(Sambungan)

No Jenis


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


(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


(Sambungan)

Jawaban responden

Financial

Benefit

Social


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


(Sambungan)

Jawaban responden

Financial

Benefit

Social


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


(Sambungan)

Jawaban responden

Financial

Benefit

Social


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


(Sambungan)

Jawaban responden

Financial

Benefit

Social


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




/SUMMARY=TOTAL.

Reliability

[DataSet3]



N %


78

Excludeda 0 .0

Total 150 100.0


procedure.


Cronbach's

Alpha N of Items

.783 3


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]



N %


Excludeda 0 .0

Total 150 100.0


procedure.


Cronbach's

Alpha N of Items

.830 5


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


/SUMMARY=TOTAL.

Reliability

[DataSet3]



N %


Excludeda 0 .0

Total 150 100.0


procedure.


Cronbach's

Alpha N of Items

.819 3

81


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



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


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


**

Sig. (2-tailed) .000 .000

N 150 150


**

Sig. (2-tailed) .000 .000

N 150 150

Financial benefit 3 Pearson Correlation 1 .863**


N 150 150

Financial benefit Pearson Correlation .863** 1


N 150 150


83

Correlations

[DataSet3]

Correlations

Social benefit 1 Social benefit 2

Social benefit 1 Pearson Correlation 1 .540**


N 150 150

Social benefit 2 Pearson Correlation .540** 1


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


Correlations

Social benefit 3 Social benefit


**

Sig. (2-tailed) .000 .000

84

N 150 150


**

Sig. (2-tailed) .000 .000

N 150 150

Social benefit 3 Pearson Correlation 1 .829**


N 150 150

Social benefit Pearson Correlation .829** 1


N 150 150


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


** .504

**

Sig. (2-tailed) .000 .000 .000

N 150 150 150


** .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


Correlations

Structural ties 4 Structural ties 5 Structural ties


** .737

**

Sig. (2-tailed) .000 .000 .000

N 150 150 150


** .753

**

Sig. (2-tailed) .000 .000 .000

N 150 150 150

86


** .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


87

Correlations

[DataSet3]

Correlations

Customer loyalty

1

Customer loyalty

2

Customer loyalty 1 Pearson Correlation 1 .573**


N 150 150

Customer loyalty 2 Pearson Correlation .573** 1


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


88

Correlations

Customer loyalty

3 Customer loyalty


**

Sig. (2-tailed) .000 .000

N 150 150


**

Sig. (2-tailed) .000 .000

N 150 150

Customer loyalty 3 Pearson Correlation 1 .864**


N 150 150

Customer loyalty Pearson Correlation .864** 1


N 150 150


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


Social benefit . .000

Structural ties .000 .




91

Correlations


Pearson Correlation Customer loyalty .687 .692


Social benefit 1.000 .698


Sig. (1-tailed) Customer loyalty .000 .000


Social benefit . .000

Structural ties .000 .




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



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


Model

Dimensi

on


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



Model

Dimensi

on



1 1 .00 .00

2 .15 .00

3 .81 .06

4 .03 .93


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


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


99

Correlations

Financial benefit Social benefit

Spearman's rho Financial benefit Correlation Coefficient 1.000 .365**


N 150 150

Social benefit Correlation Coefficient .365** 1.000


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


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*


N 150 150

Unstandardized

Residual

Correlation Coefficient .168* 1.000


N 150 150


*. Correlation is significant at the 0.05 level (2-tailed).

Lampiran 1 : Kuesioner No. Kuesioner : Kuesioner Penelitian · 62 Lampiran 1 : Kuesioner No. Kuesioner :___ Kuesioner Penelitian “Analisa Pengaruh Kepuasan Financial Benefit, Social

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