LAMPIRAN

Frequencies

Statistics
KEPUASAN RESPONSIVEN
PELANGGAN EMPHATY TANGIBLE REABILITY ESS ASSURANCE
N Valid 199 199 199 199 199 199
Missing 0 0 0 0 0 0
Std. Deviation .368 .398 .499 .359 .394 .364

KEPUASAN PELANGGAN
Cumulative
Frequency Percent Valid Percent Percent
Valid Tidak puas 32 16.1 16.1 16.1
puas 167 83.9 83.9 100.0
Total 199 100.0 100.0

EMPHATY
Cumulative
Frequency Percent Valid Percent Percent
Valid tidak baik 39 19.6 19.6 19.6
baik 160 80.4 80.4 100.0
Total 199 100.0 100.0

TANGIBLE
Cumulative
Frequency Percent Valid Percent Percent
Valid tidak baik 90 45.2 45.2 45.2
baik 109 54.8 54.8 100.0
Total 199 100.0 100.0
 RESPONSIVENESS
Cumulative
Frequency Percent Valid Percent Percent
Valid tidak baik 38 19.1 19.1 19.1
baik 161 80.9 80.9 100.0
Total 199 100.0 100.0

ASSURANCE
Cumulative
Frequency Percent Valid Percent Percent
Valid tidak baik 31 15.6 15.6 15.6
baik 168 84.4 84.4 100.0
Total 199 100.0 100.0
KEPUASAN PELANGGAN * EMPHATY

Crosstab
EMPHATY
tidak baik baik Total
KEPUASAN PELANGGAN Tidak puas Count 17 15 32
Expected Count 6.3 25.7 32.0
% within KEPUASAN 53.1% 46.9% 100.0%
PELANGGAN
puas Count 22 145 167
Expected Count 32.7 134.3 167.0
% within KEPUASAN 13.2% 86.8% 100.0%
PELANGGAN
Total Count 39 160 199
Expected Count 39.0 160.0 199.0
% within KEPUASAN 19.6% 80.4% 100.0%
PELANGGAN
 Chi-Square Tests
Asymptotic
Significance (2- Exact Sig. (2- Exact Sig. (1-
Value df sided) sided) sided)
Pearson Chi-Square 27.202 a
1 .000
Continuity Correctionb 24.725 1 .000
Likelihood Ratio 22.534 1 .000
Fisher's Exact Test .000 .000
Linear-by-Linear Association 27.065 1 .000
N of Valid Cases 199
a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 6.27.
b. Computed only for a 2x2 table

KEPUASAN PELANGGAN * TANGIBLE

Crosstab
TANGIBLE
tidak baik baik Total
KEPUASAN PELANGGAN Tidak puas Count 9 23 32
Expected Count 14.5 17.5 32.0
% within KEPUASAN 28.1% 71.9% 100.0%
PELANGGAN
puas Count 81 86 167
Expected Count 75.5 91.5 167.0
% within KEPUASAN 48.5% 51.5% 100.0%
PELANGGAN
Total Count 90 109 199
Expected Count 90.0 109.0 199.0
% within KEPUASAN 45.2% 54.8% 100.0%
PELANGGAN
 Chi-Square Tests
Asymptotic
Significance (2- Exact Sig. (2- Exact Sig. (1-
Value df sided) sided) sided)
Pearson Chi-Square 4.502 a
1 .034
Continuity Correctionb 3.717 1 .054
Likelihood Ratio 4.670 1 .031
Fisher's Exact Test .051 .026
Linear-by-Linear Association 4.479 1 .034
N of Valid Cases 199
a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 14.47.
b. Computed only for a 2x2 table

KEPUASAN PELANGGAN * REABILITY

Crosstab
REABILITY
tidak baik baik Total
KEPUASAN PELANGGAN Tidak puas Count 8 24 32
Expected Count 4.8 27.2 32.0
% within KEPUASAN 25.0% 75.0% 100.0%
PELANGGAN
puas Count 22 145 167
Expected Count 25.2 141.8 167.0
% within KEPUASAN 13.2% 86.8% 100.0%
PELANGGAN
Total Count 30 169 199
Expected Count 30.0 169.0 199.0
% within KEPUASAN 15.1% 84.9% 100.0%
PELANGGAN

Chi-Square Tests
Asymptotic
Significance (2- Exact Sig. (2- Exact Sig. (1-
Value df sided) sided) sided)
Pearson Chi-Square 2.934 a
1 .087
Continuity Correction b
2.083 1 .149
Likelihood Ratio 2.617 1 .106
Fisher's Exact Test .105 .079
Linear-by-Linear Association 2.919 1 .088
N of Valid Cases 199
a. 1 cells (25.0%) have expected count less than 5. The minimum expected count is 4.82.
b. Computed only for a 2x2 table

KEPUASAN PELANGGAN * RESPONSIVENESS

Crosstab
RESPONSIVENESS
tidak baik baik Total
KEPUASAN PELANGGAN Tidak puas Count 8 24 32
Expected Count 6.1 25.9 32.0
% within KEPUASAN 25.0% 75.0% 100.0%
PELANGGAN
puas Count 30 137 167
Expected Count 31.9 135.1 167.0
% within KEPUASAN 18.0% 82.0% 100.0%
PELANGGAN
Total Count 38 161 199
Expected Count 38.0 161.0 199.0
% within KEPUASAN 19.1% 80.9% 100.0%
PELANGGAN

Chi-Square Tests
Asymptotic
Significance (2- Exact Sig. (2- Exact Sig. (1-
Value df sided) sided) sided)
Pearson Chi-Square .861 a
1 .354
Continuity Correctionb .465 1 .495
Likelihood Ratio .814 1 .367
Fisher's Exact Test .337 .242
Linear-by-Linear Association .856 1 .355
N of Valid Cases 199
a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 6.11.
b. Computed only for a 2x2 table
KEPUASAN PELANGGAN * ASSURANCE

Crosstab
ASSURANCE
tidak baik baik Total
KEPUASAN PELANGGAN Tidak puas Count 3 29 32
Expected Count 5.0 27.0 32.0
% within KEPUASAN 9.4% 90.6% 100.0%
PELANGGAN
puas Count 28 139 167
Expected Count 26.0 141.0 167.0
% within KEPUASAN 16.8% 83.2% 100.0%
PELANGGAN
Total Count 31 168 199
Expected Count 31.0 168.0 199.0
% within KEPUASAN 15.6% 84.4% 100.0%
PELANGGAN

Chi-Square Tests
Asymptotic
Significance (2- Exact Sig. (2- Exact Sig. (1-
Value df sided) sided) sided)
Pearson Chi-Square 1.116 a
1 .291
Continuity Correctionb .624 1 .429
Likelihood Ratio 1.241 1 .265
Fisher's Exact Test .426 .220
Linear-by-Linear Association 1.110 1 .292
N of Valid Cases 199
a. 1 cells (25.0%) have expected count less than 5. The minimum expected count is 4.98.
b. Computed only for a 2x2 table
 Logistic Regression

Case Processing Summary

Unweighted Cases a
N Percent
Selected Cases Included in Analysis 199 100.0
Missing Cases 0 .0
Total 199 100.0
Unselected Cases 0 .0
Total 199 100.0
a. If weight is in effect, see classification table for the total number of cases.

Variables in the Equation

95% C.I.for EXP(B)
B S.E. Wald df Sig. Exp(B) Lower Upper
Step 1 a
EMPHATY 1.899 .437 18.848 1 .000 6.676 2.833 15.732
TANGIBLE -.724 .454 2.551 1 .110 .485 .199 1.179
REABILITY .526 .523 1.013 1 .314 1.693 .608 4.716
RESPONSIVENESS .309 .513 .363 1 .547 1.362 .498 3.724
ASSURANCE -.226 .685 .109 1 .741 .797 .208 3.055
Constant .303 .950 .102 1 .750 1.354
a. Variable(s) entered on step 1: EMPHATY, TANGIBLE, REABILITY, RESPONSIVENESS, ASSURANCE.

Variables in the Equation

95% C.I.for EXP(B)
B S.E. Wald df Sig. Exp(B) Lower Upper
Step 1a EMPHATY 1.926 .430 20.043 1 .000 6.861 2.953 15.943
TANGIBLE -.764 .450 2.884 1 .089 .466 .193 1.125
REABILITY .547 .522 1.096 1 .295 1.728 .621 4.808
Constant .342 .609 .315 1 .575 1.407
a. Variable(s) entered on step 1: EMPHATY, TANGIBLE, REABILITY.