UJI VALIDITAS VARIABEL KEPUASAN PELANGGAN

Reliability

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 30 100.0

Excludeda 0 .0

Total 30 100.0

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

.710 .707 5

Item Statistics

Mean Std. Deviation N

Kepuasan Pelanggan 1 4.1300 .67652 30

Kepuasan Pelanggan 2 4.1000 .65905 30

Kepuasan Pelanggan 3 3.9800 .73828 30

Kepuasan Pelanggan 4 4.0500 .79614 30

Kepuasan Pelanggan 5 4.1100 .64971 30

 Inter-Item Correlation Matrix

Kepuasan Kepuasan Kepuasan Kepuasan Kepuasan

Pelanggan 1 Pelanggan 2 Pelanggan 3 Pelanggan 4 Pelanggan 5

Kepuasan Pelanggan 1 1.000 .265 .288 .307 .243

Kepuasan Pelanggan 2 .265 1.000 .523 .318 .139

Kepuasan Pelanggan 3 .288 .523 1.000 .466 .363

Kepuasan Pelanggan 4 .307 .318 .466 1.000 .341

Kepuasan Pelanggan 5 .243 .139 .363 .341 1.000

Inter-Item Covariance Matrix

Kepuasan Kepuasan Kepuasan Kepuasan Kepuasan

Pelanggan 1 Pelanggan 2 Pelanggan 3 Pelanggan 4 Pelanggan 5

Kepuasan Pelanggan 1 .458 .118 .144 .165 .107

Kepuasan Pelanggan 2 .118 .434 .255 .167 .060

Kepuasan Pelanggan 3 .144 .255 .545 .274 .174

Kepuasan Pelanggan 4 .165 .167 .274 .634 .176

Kepuasan Pelanggan 5 .107 .060 .174 .176 .422

Item-Total Statistics

Scale Mean if Item Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha if
Deleted Item Deleted Total Correlation Correlation Item Deleted

Kepuasan Pelanggan 1 16.2400 4.245 .383 .149 .694

Kepuasan Pelanggan 2 16.2700 4.138 .447 .299 .670

Kepuasan Pelanggan 3 16.3900 3.533 .610 .417 .598

Kepuasan Pelanggan 4 16.3200 3.573 .519 .280 .640

Kepuasan Pelanggan 5 16.2600 4.316 .383 .189 .694

Scale Statistics

Mean Variance Std. Deviation N of Items

20.3700 5.771 2.40225 5

UJI VALIDITAS VARIABEL BUKTI FISIK

Reliability

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 30 100.0

Excludeda 0 .0

Total 30 100.0

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

.734 .730 5

Item Statistics

Mean Std. Deviation N

Bukti fisik 1 4.2000 .61955 30

Bukti fisik 2 4.1100 .63397 30

Bukti fisik 3 3.9800 .72446 30

Bukti fisik 4 4.0100 .79766 30

Bukti fisik 5 4.0700 .60728 30

 Inter-Item Correlation Matrix

Bukti fisik 1 Bukti fisik 2 Bukti fisik 3 Bukti fisik 4 Bukti fisik 5

Bukti fisik 1 1.000 .278 .279 .282 .311

Bukti fisik 2 .278 1.000 .511 .397 .111

Bukti fisik 3 .279 .511 1.000 .490 .371

Bukti fisik 4 .282 .397 .490 1.000 .478

Bukti fisik 5 .311 .111 .371 .478 1.000

Inter-Item Covariance Matrix

Bukti fisik 1 Bukti fisik 2 Bukti fisik 3 Bukti fisik 4 Bukti fisik 5

Bukti fisik 1 .384 .109 .125 .139 .117

Bukti fisik 2 .109 .402 .235 .201 .043

Bukti fisik 3 .125 .235 .525 .283 .163

Bukti fisik 4 .139 .201 .283 .636 .232

Bukti fisik 5 .117 .043 .163 .232 .369

Item-Total Statistics

Scale Mean if Item Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha if
Deleted Item Deleted Total Correlation Correlation Item Deleted

Bukti fisik 1 16.1700 4.244 .385 .163 .726

Bukti fisik 2 16.2600 4.033 .461 .335 .701

Bukti fisik 3 16.3900 3.473 .597 .396 .646

Bukti fisik 4 16.3600 3.263 .593 .385 .647

Bukti fisik 5 16.3000 4.131 .449 .313 .705

Scale Statistics

Mean Variance Std. Deviation N of Items

20.3700 5.609 2.36837 5

UJI VALIDITAS VARIABEL EMPATI

Reliability

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 30 100.0

Excludeda 0 .0

Total 30 100.0

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

.781 .779 5

Item Statistics

Mean Std. Deviation N

Empati 1 4.1400 .68195 30

Empati 2 4.0300 .73106 30

Empati 3 3.9200 .81253 30

Empati 4 3.9800 .84063 30

Empati 5 3.9900 .68895 30

 Inter-Item Correlation Matrix

Empati 1 Empati 2 Empati 3 Empati 4 Empati 5

Empati 1 1.000 .275 .294 .322 .390

Empati 2 .275 1.000 .582 .445 .342

Empati 3 .294 .582 1.000 .500 .468

Empati 4 .322 .445 .500 1.000 .523

Empati 5 .390 .342 .468 .523 1.000

Inter-Item Covariance Matrix

Empati 1 Empati 2 Empati 3 Empati 4 Empati 5

Empati 1 .465 .137 .163 .185 .183

Empati 2 .137 .534 .346 .273 .172

Empati 3 .163 .346 .660 .342 .262

Empati 4 .185 .273 .342 .707 .303

Empati 5 .183 .172 .262 .303 .475

Item-Total Statistics

Scale Mean if Item Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha if
Deleted Item Deleted Total Correlation Correlation Item Deleted

Empati 1 15.9200 5.771 .408 .185 .784

Empati 2 16.0300 5.181 .558 .376 .740

Empati 3 16.1400 4.687 .632 .447 .713

Empati 4 16.0800 4.660 .608 .387 .723

Empati 5 16.0700 5.258 .582 .369 .733

Scale Statistics

Mean Variance Std. Deviation N of Items

20.0600 7.572 2.75175 5

UJI VALIDITAS VARIABEL DAYA TANGGAP

Reliability
Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 30 100.0

Excludeda 0 .0

Total 30 100.0

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

.694 .701 5

Item Statistics

Mean Std. Deviation N

Daya tanggap 1 3.8600 .71095 30

Daya tanggap 2 3.7500 .78335 30

Daya tanggap 3 3.6300 .71992 30

Daya tanggap 4 3.6600 .79417 30

Daya tanggap 5 3.6800 .56640 30

 Inter-Item Correlation Matrix

Daya tanggap 1 Daya tanggap 2 Daya tanggap 3 Daya tanggap 4 Daya tanggap 5

Daya tanggap 1 1.000 .825 .253 .183 .314

Daya tanggap 2 .825 1.000 .210 .154 .364

Daya tanggap 3 .253 .210 1.000 .290 .301

Daya tanggap 4 .183 .154 .290 1.000 .295

Daya tanggap 5 .314 .364 .301 .295 1.000

Inter-Item Covariance Matrix

Daya tanggap 1 Daya tanggap 2 Daya tanggap 3 Daya tanggap 4 Daya tanggap 5

Daya tanggap 1 .505 .460 .129 .103 .126

Daya tanggap 2 .460 .614 .119 .096 .162

Daya tanggap 3 .129 .119 .518 .166 .123

Daya tanggap 4 .103 .096 .166 .631 .133

Daya tanggap 5 .126 .162 .123 .133 .321

Item-Total Statistics

Scale Mean if Item Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha if
Deleted Item Deleted Total Correlation Correlation Item Deleted

Daya tanggap 1 14.7200 3.678 .601 .689 .578

Daya tanggap 2 14.8300 3.536 .567 .694 .589

Daya tanggap 3 14.9500 4.230 .363 .158 .681

Daya tanggap 4 14.9200 4.196 .406 .136 .711

Daya tanggap 5 14.9000 4.414 .457 .221 .648

Scale Statistics

Mean Variance Std. Deviation N of Items

18.5800 5.822 2.41284 5

UJI VALIDITAS VARIABEL KEHANDALAN

Reliability

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 30 100.0

Excludeda 0 .0

Total 30 100.0

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

.678 .676 5

Item Statistics

Mean Std. Deviation N

Kehandalan 1 3.7400 .74698 30

Kehandalan 2 3.7700 .73656 30

Kehandalan 3 3.5700 .76877 30

Kehandalan 4 3.5700 .84393 30

Kehandalan 5 3.6000 .84087 30

 Inter-Item Correlation Matrix

Kehandalan 1 Kehandalan 2 Kehandalan 3 Kehandalan 4 Kehandalan 5

Kehandalan 1 1.000 .386 .138 .253 .090

Kehandalan 2 .386 1.000 .412 .278 .225

Kehandalan 3 .138 .412 1.000 .195 .325

Kehandalan 4 .253 .278 .195 1.000 .638

Kehandalan 5 .090 .225 .325 .638 1.000

Inter-Item Covariance Matrix

Kehandalan 1 Kehandalan 2 Kehandalan 3 Kehandalan 4 Kehandalan 5

Kehandalan 1 .558 .212 .079 .160 .057

Kehandalan 2 .212 .543 .233 .173 .139

Kehandalan 3 .079 .233 .591 .126 .210

Kehandalan 4 .160 .173 .126 .712 .453

Kehandalan 5 .057 .139 .210 .453 .707

Item-Total Statistics

Scale Mean if Item Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha if
Deleted Item Deleted Total Correlation Correlation Item Deleted

Kehandalan 1 14.5100 5.222 .397 .185 .682

Kehandalan 2 14.4800 4.737 .473 .297 .610

Kehandalan 3 14.6800 4.907 .381 .233 .649

Kehandalan 4 14.6800 4.260 .523 .454 .583

Kehandalan 5 14.6500 4.371 .488 .457 .600

 Scale Statistics

Mean Variance Std. Deviation N of Items

18.2500 6.795 2.60681 5

UJI VALIDITAS VARIABEL JAMINAN

Reliability

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 30 100.0

Excludeda 0 .0

Total 30 100.0

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

.763 .760 5
 Item Statistics

Mean Std. Deviation N

Jaminan 1 4.1300 .70575 30

Jaminan 2 4.0800 .66180 30

Jaminan 3 3.9400 .76303 30

Jaminan 4 3.9700 .82211 30

Jaminan 5 4.0500 .64157 30

Inter-Item Correlation Matrix

Jaminan 1 Jaminan 2 Jaminan 3 Jaminan 4 Jaminan 5

Jaminan 1 1.000 .345 .371 .338 .320

Jaminan 2 .345 1.000 .530 .450 .133

Jaminan 3 .371 .530 1.000 .528 .378

Jaminan 4 .338 .450 .528 1.000 .482

Jaminan 5 .320 .133 .378 .482 1.000

Inter-Item Covariance Matrix

Jaminan 1 Jaminan 2 Jaminan 3 Jaminan 4 Jaminan 5

Jaminan 1 .498 .161 .200 .196 .145

Jaminan 2 .161 .438 .267 .245 .057

Jaminan 3 .200 .267 .582 .332 .185

Jaminan 4 .196 .245 .332 .676 .254

Jaminan 5 .145 .057 .185 .254 .412

 Item-Total Statistics

Scale Mean if Item Scale Variance if Corrected Item- Squared Multiple Cronbach's Alpha if
Deleted Item Deleted Total Correlation Correlation Item Deleted

Jaminan 1 16.0400 4.786 .455 .215 .746

Jaminan 2 16.0900 4.790 .504 .368 .730

Jaminan 3 16.2300 4.138 .634 .426 .681

Jaminan 4 16.2000 3.960 .627 .426 .683

Jaminan 5 16.1200 4.996 .447 .306 .748

Scale Statistics

Mean Variance Std. Deviation N of Items

20.1700 6.688 2.58611 5

UJI DESKRIPTIF RESPONDEN/ TCR

Frequencies
 Statistics

Kepuasan Kepuasan Kepuasan Kepuasan Kepuasan

Pelanggan 1 Pelanggan 2 Pelanggan 3 Pelanggan 4 Pelanggan 5

N Valid 100 100 100 100 100

Missing 0 0 0 0 0

Mean 4.1300 4.1000 3.9800 4.0500 4.1100

Std. Error of Mean .06765 .06590 .07383 .07961 .06497

Median 4.0000 4.0000 4.0000 4.0000 4.0000

Mode 4.00 4.00 4.00 4.00 4.00

Std. Deviation .67652 .65905 .73828 .79614 .64971

Variance .458 .434 .545 .634 .422

Skewness -.163 -.324 -.122 -.335 -.110

Std. Error of Skewness .241 .241 .241 .241 .241

Kurtosis -.792 .150 -.727 -.706 -.609

Std. Error of Kurtosis .478 .478 .478 .478 .478

Range 2.00 3.00 3.00 3.00 2.00

Minimum 3.00 2.00 2.00 2.00 3.00

Maximum 5.00 5.00 5.00 5.00 5.00

Sum 413.00 410.00 398.00 405.00 411.00

Frequency Table

Kepuasan Pelanggan 1

Frequency Percent Valid Percent Cumulative Percent

Valid 3 17 17.0 17.0 17.0

4 53 53.0 53.0 70.0

5 30 30.0 30.0 100.0

Total 100 100.0 100.0

 Kepuasan Pelanggan 2

Frequency Percent Valid Percent Cumulative Percent

Valid 2 1 1.0 1.0 1.0

3 14 14.0 14.0 15.0

4 59 59.0 59.0 74.0

5 26 26.0 26.0 100.0

Total 100 100.0 100.0

Kepuasan Pelanggan 3

Frequency Percent Valid Percent Cumulative Percent

Valid 2 1 1.0 1.0 1.0

3 25 25.0 25.0 26.0

4 49 49.0 49.0 75.0

5 25 25.0 25.0 100.0

Total 100 100.0 100.0

Kepuasan Pelanggan 4

Frequency Percent Valid Percent Cumulative Percent

Valid 2 2 2.0 2.0 2.0

3 23 23.0 23.0 25.0

4 43 43.0 43.0 68.0

5 32 32.0 32.0 100.0

Total 100 100.0 100.0

 Kepuasan Pelanggan 5

Frequency Percent Valid Percent Cumulative Percent

Valid 3 16 16.0 16.0 16.0

4 57 57.0 57.0 73.0

5 27 27.0 27.0 100.0

Total 100 100.0 100.0

Frequencies
Statistics

Bukti fisik 1 Bukti fisik 2 Bukti fisik 3 Bukti fisik 4 Bukti fisik 5

N Valid 100 100 100 100 100

Missing 0 0 0 0 0

Mean 4.2000 4.1100 3.9800 4.0100 4.0700

Std. Error of Mean .06195 .06340 .07245 .07977 .06073

Median 4.0000 4.0000 4.0000 4.0000 4.0000

Mode 4.00 4.00 4.00 4.00 4.00

Std. Deviation .61955 .63397 .72446 .79766 .60728

Variance .384 .402 .525 .636 .369

Skewness -.156 -.092 -.132 -.262 -.032

Std. Error of Skewness .241 .241 .241 .241 .241

Kurtosis -.500 -.496 -.620 -.774 -.243

Std. Error of Kurtosis .478 .478 .478 .478 .478

Range 2.00 2.00 3.00 3.00 2.00

Minimum 3.00 3.00 2.00 2.00 3.00

Maximum 5.00 5.00 5.00 5.00 5.00

Sum 420.00 411.00 398.00 401.00 407.00

Frequency Table
 Bukti fisik 1

Frequency Percent Valid Percent Cumulative Percent

Valid 3 11 11.0 11.0 11.0

4 58 58.0 58.0 69.0

5 31 31.0 31.0 100.0

Total 100 100.0 100.0

Bukti fisik 2

Frequency Percent Valid Percent Cumulative Percent

Valid 3 15 15.0 15.0 15.0

4 59 59.0 59.0 74.0

5 26 26.0 26.0 100.0

Total 100 100.0 100.0

Bukti fisik 3

Frequency Percent Valid Percent Cumulative Percent

Valid 2 1 1.0 1.0 1.0

3 24 24.0 24.0 25.0

4 51 51.0 51.0 76.0

5 24 24.0 24.0 100.0

Total 100 100.0 100.0

 Bukti fisik 4

Frequency Percent Valid Percent Cumulative Percent

Valid 2 2 2.0 2.0 2.0

3 25 25.0 25.0 27.0

4 43 43.0 43.0 70.0

5 30 30.0 30.0 100.0

Total 100 100.0 100.0

Bukti fisik 5

Frequency Percent Valid Percent Cumulative Percent

Valid 3 15 15.0 15.0 15.0

4 63 63.0 63.0 78.0

5 22 22.0 22.0 100.0

Total 100 100.0 100.0

Frequencies
 Statistics

Empati 1 Empati 2 Empati 3 Empati 4 Empati 5

N Valid 100 100 100 100 100

Missing 0 0 0 0 0

Mean 4.1400 4.0300 3.9200 3.9800 3.9900

Std. Error of Mean .06819 .07311 .08125 .08406 .06889

Median 4.0000 4.0000 4.0000 4.0000 4.0000

Mode 4.00 4.00 4.00 4.00 4.00

Std. Deviation .68195 .73106 .81253 .84063 .68895

Variance .465 .534 .660 .707 .475

Skewness -.182 -.363 -.312 -.274 -.176

Std. Error of Skewness .241 .241 .241 .241 .241

Kurtosis -.826 -.149 -.476 -.846 -.294

Std. Error of Kurtosis .478 .478 .478 .478 .478

Range 2.00 3.00 3.00 3.00 3.00

Minimum 3.00 2.00 2.00 2.00 2.00

Maximum 5.00 5.00 5.00 5.00 5.00

Sum 414.00 403.00 392.00 398.00 399.00

Frequency Table

Empati 1

Frequency Percent Valid Percent Cumulative Percent

Valid 3 17 17.0 17.0 17.0

4 52 52.0 52.0 69.0

5 31 31.0 31.0 100.0

Total 100 100.0 100.0

 Empati 2

Frequency Percent Valid Percent Cumulative Percent

Valid 2 2 2.0 2.0 2.0

3 19 19.0 19.0 21.0

4 53 53.0 53.0 74.0

5 26 26.0 26.0 100.0

Total 100 100.0 100.0

Empati 3

Frequency Percent Valid Percent Cumulative Percent

Valid 2 4 4.0 4.0 4.0

3 25 25.0 25.0 29.0

4 46 46.0 46.0 75.0

5 25 25.0 25.0 100.0

Total 100 100.0 100.0

Empati 4

Frequency Percent Valid Percent Cumulative Percent

Valid 2 3 3.0 3.0 3.0

3 27 27.0 27.0 30.0

4 39 39.0 39.0 69.0

5 31 31.0 31.0 100.0

Total 100 100.0 100.0

 Empati 5

Frequency Percent Valid Percent Cumulative Percent

Valid 2 1 1.0 1.0 1.0

3 21 21.0 21.0 22.0

4 56 56.0 56.0 78.0

5 22 22.0 22.0 100.0

Total 100 100.0 100.0

Frequencies

Statistics

Daya tanggap 1 Daya tanggap 2 Daya tanggap 3 Daya tanggap 4 Daya tanggap 5

N Valid 100 100 100 100 100

Missing 0 0 0 0 0

Mean 3.8600 3.7500 3.6300 3.6600 3.6800

Std. Error of Mean .07110 .07833 .07199 .07942 .05664

Median 4.0000 4.0000 4.0000 4.0000 4.0000

Mode 4.00 4.00 4.00 4.00 4.00

Std. Deviation .71095 .78335 .71992 .79417 .56640

Variance .505 .614 .518 .631 .321

Skewness -.651 -.683 -.303 -.049 -.921

Std. Error of
.241 .241 .241 .241 .241
Skewness

Kurtosis .829 .326 -.028 -.446 .730

Std. Error of Kurtosis .478 .478 .478 .478 .478

Range 3.00 3.00 3.00 3.00 3.00

Minimum 2.00 2.00 2.00 2.00 2.00

Maximum 5.00 5.00 5.00 5.00 5.00

Sum 386.00 375.00 363.00 366.00 368.00

Frequency Table
 Daya tanggap 1

Frequency Percent Valid Percent Cumulative Percent

Valid 2 5 5.0 5.0 5.0

3 18 18.0 18.0 23.0

4 63 63.0 63.0 86.0

5 14 14.0 14.0 100.0

Total 100 100.0 100.0

Daya tanggap 2

Frequency Percent Valid Percent Cumulative Percent

Valid 2 9 9.0 9.0 9.0

3 19 19.0 19.0 28.0

4 60 60.0 60.0 88.0

5 12 12.0 12.0 100.0

Total 100 100.0 100.0

Daya tanggap 3

Frequency Percent Valid Percent Cumulative Percent

Valid 2 6 6.0 6.0 6.0

3 33 33.0 33.0 39.0

4 53 53.0 53.0 92.0

5 8 8.0 8.0 100.0

Total 100 100.0 100.0

 Daya tanggap 4

Frequency Percent Valid Percent Cumulative Percent

Valid 2 6 6.0 6.0 6.0

3 36 36.0 36.0 42.0

4 44 44.0 44.0 86.0

5 14 14.0 14.0 100.0

Total 100 100.0 100.0

Daya tanggap 5

Frequency Percent Valid Percent Cumulative Percent

Valid 2 3 3.0 3.0 3.0

3 28 28.0 28.0 31.0

4 67 67.0 67.0 98.0

5 2 2.0 2.0 100.0

Total 100 100.0 100.0

Frequencies
 Statistics

Kehandalan 1 Kehandalan 2 Kehandalan 3 Kehandalan 4 Kehandalan 5

N Valid 100 100 100 100 100

Missing 0 0 0 0 0

Mean 3.7400 3.7700 3.5700 3.5700 3.6000

Std. Error of Mean .07470 .07366 .07688 .08439 .08409

Median 4.0000 4.0000 4.0000 4.0000 4.0000

Mode 4.00 4.00 4.00 3.00 4.00

Std. Deviation .74698 .73656 .76877 .84393 .84087

Variance .558 .543 .591 .712 .707

Skewness -.721 -.380 -.172 .033 -.062

Std. Error of Skewness .241 .241 .241 .241 .241

Kurtosis .520 .120 -.277 -.583 -.550

Std. Error of Kurtosis .478 .478 .478 .478 .478

Range 3.00 3.00 3.00 3.00 3.00

Minimum 2.00 2.00 2.00 2.00 2.00

Maximum 5.00 5.00 5.00 5.00 5.00

Sum 374.00 377.00 357.00 357.00 360.00

Frequency Table

Kehandalan 1

Frequency Percent Valid Percent Cumulative Percent

Valid 2 8 8.0 8.0 8.0

3 20 20.0 20.0 28.0

4 62 62.0 62.0 90.0

5 10 10.0 10.0 100.0

Total 100 100.0 100.0

 Kehandalan 2

Frequency Percent Valid Percent Cumulative Percent

Valid 2 5 5.0 5.0 5.0

3 26 26.0 26.0 31.0

4 56 56.0 56.0 87.0

5 13 13.0 13.0 100.0

Total 100 100.0 100.0

Kehandalan 3

Frequency Percent Valid Percent Cumulative Percent

Valid 2 8 8.0 8.0 8.0

3 36 36.0 36.0 44.0

4 47 47.0 47.0 91.0

5 9 9.0 9.0 100.0

Total 100 100.0 100.0

Kehandalan 4

Frequency Percent Valid Percent Cumulative Percent

Valid 2 9 9.0 9.0 9.0

3 39 39.0 39.0 48.0

4 38 38.0 38.0 86.0

5 14 14.0 14.0 100.0

Total 100 100.0 100.0

 Kehandalan 5

Frequency Percent Valid Percent Cumulative Percent

Valid 2 9 9.0 9.0 9.0

3 36 36.0 36.0 45.0

4 41 41.0 41.0 86.0

5 14 14.0 14.0 100.0

Total 100 100.0 100.0

Frequencies

Statistics

Jaminan 1 Jaminan 2 Jaminan 3 Jaminan 4 Jaminan 5

N Valid 100 100 100 100 100

Missing 0 0 0 0 0

Mean 4.1300 4.0800 3.9400 3.9700 4.0500

Std. Error of Mean .07057 .06618 .07630 .08221 .06416

Median 4.0000 4.0000 4.0000 4.0000 4.0000

Mode 4.00 4.00 4.00 4.00 4.00

Std. Deviation .70575 .66180 .76303 .82211 .64157

Variance .498 .438 .582 .676 .412

Skewness -.541 -.087 -.176 -.278 -.044

Std. Error of Skewness .241 .241 .241 .241 .241

Kurtosis .349 -.681 -.594 -.724 -.521

Std. Error of Kurtosis .478 .478 .478 .478 .478

Range 3.00 2.00 3.00 3.00 2.00

Minimum 2.00 3.00 2.00 2.00 3.00

Maximum 5.00 5.00 5.00 5.00 5.00

Sum 413.00 408.00 394.00 397.00 405.00

Frequency Table
 Jaminan 1

Frequency Percent Valid Percent Cumulative Percent

Valid 2 2 2.0 2.0 2.0

3 13 13.0 13.0 15.0

4 55 55.0 55.0 70.0

5 30 30.0 30.0 100.0

Total 100 100.0 100.0

Jaminan 2

Frequency Percent Valid Percent Cumulative Percent

Valid 3 18 18.0 18.0 18.0

4 56 56.0 56.0 74.0

5 26 26.0 26.0 100.0

Total 100 100.0 100.0

Jaminan 3

Frequency Percent Valid Percent Cumulative Percent

Valid 2 2 2.0 2.0 2.0

3 26 26.0 26.0 28.0

4 48 48.0 48.0 76.0

5 24 24.0 24.0 100.0

Total 100 100.0 100.0

 Jaminan 4

Frequency Percent Valid Percent Cumulative Percent

Valid 2 3 3.0 3.0 3.0

3 26 26.0 26.0 29.0

4 42 42.0 42.0 71.0

5 29 29.0 29.0 100.0

Total 100 100.0 100.0

Jaminan 5

Frequency Percent Valid Percent Cumulative Percent

Valid 3 18 18.0 18.0 18.0

4 59 59.0 59.0 77.0

5 23 23.0 23.0 100.0

Total 100 100.0 100.0

UJI BINERY LOGISTIK

Logistic Regression
 Case Processing Summary

Unweighted Casesa N Percent

Selected Cases Included in Analysis 100 100.0

Missing Cases 0 .0

Total 100 100.0

Unselected Cases 0 .0

Total 100 100.0

a. If weight is in effect, see classification table for the total number of cases.

Dependent Variable
Encoding

Original
Value Internal Value

0 0

1 1

Block 1: Method = Enter

Omnibus Tests of Model Coefficients

Chi-square df Sig.

Step 1 Step 13.789 5 .017

Block 13.789 5 .017

Model 13.789 5 .017

 Model Summary

Cox & Snell R Nagelkerke R

Step -2 Log likelihood Square Square

1 13.0147a .529 .679

a. Estimation terminated at iteration number 5 because parameter

estimates changed by less than .001.

Hosmer and Lemeshow Test

Step Chi-square df Sig.

1 6.355 8 .608

Contingency Table for Hosmer and Lemeshow Test

Kepuasan Pelanggan (Y1) = .00 Kepuasan Pelanggan (Y1) = 1.00

Observed Expected Observed Expected Total

Step 1 1 6 6.919 4 3.081 10

2 8 5.189 2 4.811 10

3 4 4.430 6 5.570 10

4 3 3.647 7 6.353 10

5 2 3.049 8 6.951 10

6 3 2.742 7 7.258 10

7 2 2.384 8 7.616 10

8 1 2.011 9 7.989 10

9 2 1.648 8 8.352 10

10 2 .980 8 9.020 10
 Classification Tablea

Predicted

Kepuasan Pelanggan (Y1)

Observed 0 1 Percentage Correct

Step 1 Kepuasan Pelanggan (Y1) 0 11 22 33.3

1 5 62 92.5

Overall Percentage 73.0

a. The cut value is .500

Variables in the Equation

B S.E. Wald df Sig. Exp(B)

Step 1a Bukti fisisk (X1) .215 .098 4.749 1 .029 .807

Empati (X2) .317 .125 3.020 1 .002 1.243

Daya tanggap (X3) .159 .119 2.780 1 .012 .172

Kehandalan (X4) .269 .136 3.909 1 .048 .764

Jaminan (X5) .322 .151 2.653 1 .019 .885

Constant 5.353 4.903 3.192 1 .275 21.217

a. Variable(s) entered on step 1: VAR00006, VAR00012, VAR00018, VAR00024, VAR00030.

Block 0: Beginning Block

Classification Tablea,b

Predicted

Kepuasan Pelanggan (Y1)

Observed 0 1 Percentage Correct

Step 0 Kepuasan Pelanggan (Y1) 0 0 33 .0

1 0 67 100.0

Overall Percentage 67.0

a. Constant is included in the model.

b. The cut value is .500

Variables in the Equation

B S.E. Wald df Sig. Exp(B)

Step 0 Constant .708 .213 11.089 1 .001 2.030