LAMPIRAN Variables Entered/Removed b Variables Model Variables Entered Removed Method 1 Emphaty, reliability, Assurance, responsive, Tangible a. Enter a. All requested variables entered. b. Dependent Variable: Satisfaction Model Summary b Std. Error Change Statistics Mod R Adjusted R of the R Square F Sig. F Durbin- el R Square Square Estimate Change Change df1 df2 Change Watson 1.753 a.709.704.75105.979 187.118 5 94.000 1.627 a. Predictors: (Constant), Emphaty, reliability, Assurance, responsive, Tangible b. Dependent Variable: Satisfaction ANOVA b Model Sum of Squares df Mean Square F Sig. 1 Regression 677.628 5 135.526 187.118.000 a Residual 68.082 94.724 Total 745.710 99 a. Predictors: (Constant), Emphaty, reliability, Assurance, responsive, Tangible 98
ANOVA b Model Sum of Squares df Mean Square F Sig. 1 Regression 677.628 5 135.526 187.118.000 a Residual 68.082 94.724 Total 745.710 99 a. Predictors: (Constant), Emphaty, reliability, Assurance, responsive, Tangible b. Dependent Variable: Satisfaction Coefficients a Unstandardized Coefficients Standardized Coefficients Correlations Model B Std. Error Beta t Sig. Zero-order Partial Part 1 (Constant) 1.365.562 4.116.000 Tangible.575.073 594 4.777.000.383.363.118 Reliability.381.372.375 3.732.000.355.116.035 Responsive.356.045.425 7.996.000.546.636.249 Assurance.771.038.822 20.025.000.912.900.624 Emphaty.720.745.720 6.448.000.671.046.014 a. Dependent Variable: Satisfaction 99
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Product Moment Correlations Tangible reliability responsive Assurance Emphaty Satisfaction Tangible Pearson Correlation 1.879 **.789 **.325 **.449 **.483 ** Sig. (2-tailed).000.000.001.000.000 N 100 100 100 100 100 100 reliability Pearson Correlation.879 ** 1.687 **.290 **.446 **.355 ** Sig. (2-tailed).000.000.003.000.000 N 100 100 100 100 100 100 responsive Pearson Correlation.789 **.687 ** 1.354 **.513 **.546 ** Sig. (2-tailed).000.000.000.000.000 N 100 100 100 100 100 100 Assurance Pearson Correlation.325 **.290 **.354 ** 1.647 **.912 ** Sig. (2-tailed).001.003.000.000.000 N 100 100 100 100 100 100 Emphaty Pearson Correlation.449 **.446 **.513 **.647 ** 1.671 ** Sig. (2-tailed).000.000.000.000.000 N 100 100 100 100 100 100 Satisfaction Pearson Correlation.483 **.355 **.546 **.912 **.671 ** 1 Sig. (2-tailed).000.000.000.000.000 N 100 100 100 100 100 100 **. Correlation is significant at the 0.01 level (2-tailed). 103
x1.1 Valid sangat tidak setuju 5 5.0 5.0 5.0 tidak setuju 12 12.0 12.0 17.0 netral 21 21.0 21.0 38.0 setuju 42 42.0 42.0 80.0 sangat setuju 20 20.0 20.0 100.0 x1.2 Valid sangat tidak setuju 4 4.0 4.0 4.0 tidak setuju 8 8.0 8.0 12.0 netral 19 19.0 19.0 31.0 setuju 44 44.0 44.0 75.0 sangat setuju 25 25.0 25.0 100.0 x1.3 Valid sangat tidak setuju 10 10.0 10.0 10.0 tidak setuju 18 18.0 18.0 28.0 netral 20 20.0 20.0 48.0 setuju 38 38.0 38.0 86.0 sangat setuju 14 14.0 14.0 100.0 104
x2.1 Valid sangat tidak setuju 3 3.0 3.0 3.0 tidak setuju 2 2.0 2.0 5.0 netral 28 28.0 28.0 33.0 setuju 44 44.0 44.0 77.0 sangat setuju 23 23.0 23.0 100.0 x2.2 Valid sangat tidak setuju 7 7.0 7.0 7.0 tidak setuju 6 6.0 6.0 13.0 netral 23 23.0 23.0 36.0 setuju 37 37.0 37.0 73.0 sangat setuju 27 27.0 27.0 100.0 x2.3 Valid sangat tidak setuju 1 1.0 1.0 1.0 tidak setuju 17 17.0 17.0 18.0 netral 20 20.0 20.0 38.0 tidak setuju 41 41.0 41.0 79.0 sangat setuju 21 21.0 21.0 100.0 105
x2.3 Valid sangat tidak setuju 1 1.0 1.0 1.0 tidak setuju 17 17.0 17.0 18.0 netral 20 20.0 20.0 38.0 tidak setuju 41 41.0 41.0 79.0 sangat setuju 21 21.0 21.0 100.0 x3.1 Valid sangat tidak setuju 12 12.0 12.0 12.0 tidak setuju 9 9.0 9.0 21.0 netral 23 23.0 23.0 44.0 setuju 35 35.0 35.0 79.0 sangat setuju 21 21.0 21.0 100.0 x3.2 Valid sangat setuju 4 4.0 4.0 4.0 tidak setuju 6 6.0 6.0 10.0 netral 24 24.0 24.0 34.0 setuju 47 47.0 47.0 81.0 sangat setuju 19 19.0 19.0 100.0 106
x3.3 Valid sangat tidak setuju 6 6.0 6.0 6.0 tidak setuju 10 10.0 10.0 16.0 netral 22 22.0 22.0 38.0 setuju 43 43.0 43.0 81.0 sangat setuju 19 19.0 19.0 100.0 x3.4 Valid sangat tidak setuju 7 7.0 7.0 7.0 tidak setuju 4 4.0 4.0 11.0 netral 36 36.0 36.0 47.0 setuju 33 33.0 33.0 80.0 sangat setuju 20 20.0 20.0 100.0 x4.1 Valid tidak setuju 11 11.0 11.0 11.0 netral 26 26.0 26.0 37.0 setuju 43 43.0 43.0 80.0 sangat setuju 20 20.0 20.0 100.0 107
x4.2 Valid tidak setuju 7 7.0 7.0 7.0 netral 25 25.0 25.0 32.0 setuju 52 52.0 52.0 84.0 sangat setuju 16 16.0 16.0 100.0 x4.3 Valid sangat tidak setuju 9 9.0 9.0 9.0 tidak setuju 3 3.0 3.0 12.0 netral 21 21.0 21.0 33.0 setuju 48 48.0 48.0 81.0 sangat setuju 19 19.0 19.0 100.0 x4.4 Valid tidak setuju 7 7.0 7.0 7.0 netral 31 31.0 31.0 38.0 setuju 43 43.0 43.0 81.0 sangat setuju 19 19.0 19.0 100.0 108
x5.1 Valid sangat tidak setuju 2 2.0 2.0 2.0 tidak setuju 4 4.0 4.0 6.0 netral 19 19.0 19.0 25.0 setuju 49 49.0 49.0 74.0 sangat setuju 26 26.0 26.0 100.0 x5.2 Valid sangat tidak setuju 3 3.0 3.0 3.0 tidak setuju 9 9.0 9.0 12.0 netral 25 25.0 25.0 37.0 setuju 43 43.0 43.0 80.0 sangat setuju 20 20.0 20.0 100.0 x5.3 Valid sangat tidak setuju 7 7.0 7.0 7.0 tidak setuju 9 9.0 9.0 16.0 netral 17 17.0 17.0 33.0 setuju 47 47.0 47.0 80.0 sangat setuju 20 20.0 20.0 100.0 109
x5.4 Valid sangat tidak setuju 3 3.0 3.0 3.0 tidak setuju 6 6.0 6.0 9.0 netral 26 26.0 26.0 35.0 setuju 46 46.0 46.0 81.0 sangat setuju 19 19.0 19.0 100.0 y1.1 Valid sangat tidak setuju 6 6.0 6.0 6.0 tidak setuju 10 10.0 10.0 16.0 netral 22 22.0 22.0 38.0 setuju 43 43.0 43.0 81.0 sangat setuju 19 19.0 19.0 100.0 y1.2 Valid tidak setuju 7 7.0 7.0 7.0 netral 25 25.0 25.0 32.0 setuju 50 50.0 50.0 82.0 sangat setuju 18 18.0 18.0 100.0 110
y1.3 Valid sangat tidak setuju 9 9.0 9.0 9.0 tidak setuju 3 3.0 3.0 12.0 netral 21 21.0 21.0 33.0 setuju 48 48.0 48.0 81.0 sangat setuju 19 19.0 19.0 100.0 y1.4 Valid tidak setuju 7 7.0 7.0 7.0 netral 31 31.0 31.0 38.0 setuju 43 43.0 43.0 81.0 sangat setuju 19 19.0 19.0 100.0 111
Lampiran Validitas dan Reliabilitas X1 Case Processing Summary N % Cases Valid 100 100.0 Excluded a 0.0 Total 100 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Alpha N of Items.849 3 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Alpha if Item Total Correlation Deleted x1.1 7.0600 4.259.697.808 x1.2 6.8800 4.389.715.793 x1.3 7.3800 3.672.749.761 112
X2 Case Processing Summary N % Cases Valid 100 100.0 Excluded a 0.0 Total 100 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Alpha N of Items.749 3 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Alpha if Item Total Correlation Deleted x2.1 7.3500 3.563.575.675 x2.2 7.4600 2.958.543.717 x2.3 7.5300 3.060.628.605 113
X3 Case Processing Summary N % Cases Valid 100 100.0 Excluded a 0.0 Total 100 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Alpha N of Items.724 4 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Alpha if Item Total Correlation Deleted x3.1 10.8500 5.927.520.663 x3.2 10.5800 7.216.480.682 x3.3 10.7000 6.778.478.682 x3.4 10.7400 6.356.585.619 114
X4 Case Processing Summary N % Cases Valid 100 100.0 Excluded a 0.0 Total 100 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Alpha N of Items.802 4 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Alpha if Item Total Correlation Deleted x4.1 11.1600 5.126.634.744 x4.2 11.1100 5.351.694.724 x4.3 11.2300 5.007.474.843 x4.4 11.1400 5.071.728.703 115
X5 Case Processing Summary N % Cases Valid 100 100.0 Excluded a 0.0 Total 100 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Alpha N of Items.656 4 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Alpha if Item Total Correlation Deleted x5.1 11.0400 5.190.425.598 x5.2 11.2900 4.551.511.536 x5.3 11.3300 4.264.478.560 x5.4 11.2500 5.321.443.648 116
Y Case Processing Summary N % Cases Valid 100 100.0 Excluded a 0.0 Total 100 100.0 a. Listwise deletion based on all variables in the procedure. Reliability Statistics Alpha N of Items.660 4 Item-Total Statistics Scale Mean if Scale Variance if Corrected Item- Alpha if Item Total Correlation Deleted y1.1 11.1800 5.179.523.744 y1.2 10.9800 4.585.648.475 y1.3 11.1200 4.511.584.640 y1.4 11.0300 4.595.610.493 117
Y Y1.1 Y1.2 Y1.3 Y1.4 Total 1 4 4 5 4 17 2 4 4 5 4 17 3 3 3 1 5 12 4 4 4 1 4 13 5 4 4 5 4 17 6 3 4 4 4 15 7 4 4 3 4 15 8 4 4 5 5 18 9 4 4 3 3 14 10 5 4 4 4 17 11 4 4 4 4 16 12 3 5 5 5 18 13 5 5 4 4 18 14 1 4 4 4 13 15 4 5 5 5 19 16 3 4 4 4 15 17 4 4 4 4 16 18 4 4 3 5 16 19 1 4 4 4 13 20 4 4 4 4 16 21 3 4 4 4 15 22 4 4 4 4 16 23 4 4 3 3 14 24 4 5 5 5 19 25 5 4 4 4 17 26 4 4 4 4 16 27 4 5 4 4 17 28 1 4 4 4 13 29 1 4 4 4 13 30 4 5 5 5 19 31 5 4 4 4 17 32 5 5 4 5 19 33 4 2 1 3 10 34 5 3 1 3 12 35 5 5 4 4 18 36 4 4 3 3 14 37 5 4 3 4 16 38 5 3 4 4 16 118
39 4 4 1 4 13 40 5 5 4 4 18 41 4 4 4 4 16 42 4 5 4 4 17 43 3 4 4 4 15 44 4 5 4 4 17 45 4 5 5 5 19 46 4 4 4 4 16 47 4 5 4 5 18 48 4 2 1 3 10 49 4 3 1 3 11 50 4 4 4 4 16 51 4 4 4 5 17 52 5 4 4 5 18 53 5 4 4 4 17 54 4 5 5 5 19 55 5 4 5 5 19 56 4 4 4 4 16 57 4 5 5 5 19 58 3 4 4 5 16 59 4 3 4 3 14 60 4 4 4 3 15 61 5 3 4 3 15 62 5 4 3 3 15 63 4 3 4 3 14 64 5 3 4 3 15 65 3 5 3 4 15 66 3 4 4 5 16 67 3 3 4 3 13 68 2 3 4 3 12 69 3 4 3 3 13 70 4 3 5 3 15 71 3 3 3 2 11 72 4 5 3 4 16 73 3 3 2 3 11 74 2 2 1 2 7 75 4 3 5 5 17 76 3 3 3 4 13 77 4 4 4 3 15 119
78 2 2 3 2 9 79 4 3 4 3 14 80 2 4 5 3 14 81 4 3 4 3 14 82 5 4 4 4 17 83 5 4 3 4 16 84 3 4 3 4 14 85 3 3 5 3 14 86 5 3 3 2 13 87 3 5 3 4 15 88 3 3 2 3 11 89 3 2 1 2 8 90 3 3 5 5 16 91 2 3 3 4 12 92 1 4 4 3 12 93 2 2 3 2 9 94 2 3 4 3 12 95 3 4 5 3 15 96 3 3 3 3 12 97 2 4 4 3 13 98 1 2 3 2 8 99 2 3 2 3 10 100 2 4 5 3 14 120