LAMPIRAN

115
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Lampiran 1.
Kuesioner Pre-tes.

KUESIONER PENELITIAN
PENGARUH CITRA RUMAH SAKIT DAN KUALITAS PELAYANAN
TERHADAP LOYALITAS PASIEN DAN KEPUASAN PASIEN SEBAGAI
VARIABEL INTERVENING DI RSIA BUNDA SEJAHTERA
TANGERANG 2018
Bapak/Ibu yang terhormat,
Demi peningkatan kualitas pelayanan RSIA Bunda Sejahtera Tangerang, kami
mohon bantuan Bapak/Ibu untuk memberikan informasi dibawah ini. Berilah
tanda cek list pada kolom yang tersedia sesuai tanggapan Bapak/Ibu, dengan
alternative jawaban.
Jenis Kelamin :
(1 ) Pria
(2 ) Wanita
Lama anda di rawat di rumah sakit :
( 1) Kurang dari 3 hari
(2 ) 3-6 hari
Umur anda saat ini :
(1 ) 12-16 tahun
(2 ) 17-25 tahun
(3 ) 26-35 tahun
(4 ) 36-45 tahun
Pekerjaan anda saat ini :
( 1) Pelajar/ Mahasiswa
(2 ) PNS
(3 ) Pegawai Swasta
(4 ) Buruh
(5 ) Pedagang
(6 ) Tidak bekerja

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Petunjuk Pengisian
Silahkan anda pilih jawaban yang menurut anda paling sesuai dengan kondisi
yang ada dengan memberikan tanda (√) pada pilihan jawaban tersedia.
Keterangan:
SS = Sangat setuju
S = Setuju
N =Netral
TS = Tidak setuju
STS = Sangat tidak setuju.

CITRA RUMAH SAKIT

No Pernyataan Kode Jawaban

SS S N TS STS
1 RSIA Bunda Sejahtera Tangerang
menempati lokasi yang strategis

2 Saya percaya bahwa RSIA Bunda

Sejahtera memberikan pelayanan yang
terbaik

3 RSIA Bunda Sejahtera selalu menjadi

rumah sakit yang pertama kali muncul
dalam pikiran saya dan saya pilih, bila
ingin berobat atau dirawat

4 Saya sangat terkesan dengan pelayanan

kesehatan di RSIA Bunda Sejahtera yang
sangat memuaskan

5 Saya akan menceritakan kesan yang baik

selama saya mendapatkan pelayanan
kesehatan di RSIA Bunda Sejahtera
kepada orang lain

6 RSIA Bunda Sejahtera mempunyai tempat

parkir yang luas

7 Saya akan merekomendasikan kepada

orang lain untuk berobat ke RSIA Bunda
Sejahtera

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KUALITAS PELAYANAN

VARIABEL DIMENSI OPERASIONALISASI Kode jawaban

SS S N TS STS

Kualitas Tangibles 1.Rumah Sakit Ibu dan

Pelayanan Anak Bunda Sejahtera
(Service Tangerang memiliki
Quality) peralatan medis yang
modern untuk pemeriksaan

2.Ruang Pemeriksaan 1.
rumah sakit Ibu dan Anak
Bunda Sejahtera Tangerang
tampak bersih

3.Dokter rumah sakit Ibu 2.

dan Anak Bunda Sejahtera
Tangerang berpakaian rapih

4.Tampilan ruang periksa 4.

rumah sakit Ibu dan Anak
Bunda Sejahtera Tangerang
sesuai dengan standar
rumah sakit pada umumnya

Reliability 5.Jadwal kunjungan dokter 5.

rumah sakit Ibu dan Anak
Bunda Sejahtera Tangerang
sesuai dengan waktu yang
ditetapkan

6.Dokter rumah sakit Ibu 6.

dan Anak Bunda Sejahtera
Tangerang mendengarkan
keluhan pasien dengan
sungguh-sungguh

7.Rumah sakit Ibu dan Anak 7.

Bunda Sejahtera Tangerang
dapat diandalkan
Sambungan kuesioner kualitas pelayanan
8.Rumah sakit Ibu dan Anak 8.
Bunda Sejahtera Tangerang
memberikan pelayanan
sesuai dengan waktu yang
ditetapkan

9.Dokter rumah sakit Ibu 9.

dan Anak Bunda Sejahtera

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Tangerang mengetahui
riwayat pengobatan saya
dengan baik

Responsivenes 10.Rumah sakit Ibu dan 10.

Anak Bunda Sejahtera
Tangerang tidak dapat
memberikan informasi
tentang jadwal pelayanan (-)

11.Dokter rumah sakit Ibu 11.

dan Anak Bunda Sejahtera
Tangerang tidak cepat
dalam memberikan
pelayanan kepada pasien (-)

12Dokter rumah sakit Ibu 12.

dan Anak Bunda Sejahtera
Tangerang tidak selalu
bersedia untuk memberikan
bantuan saat pasien bingung
(-)
13.Dokter rumah sakit Ibu 13.
dan Anak Bunda Sejahtera
Tangerang terlalu sibuk
untuk mendengarkan
keluhan saya (-)

Assurance 14.Anda dapat mempercayai 14.

dokter di rumah sakit Ibu
dan Anak Bunda Sejahtera
Tangerang

15.Saya merasa aman 15.

berobat di rumah sakit Ibu
dan Anak Bunda Sejahtera
Tangerang

16.Dokter rumah sakit Ibu 16.

dan Anak Bunda Sejahtera
Tangerang sopan dalam
melayani saya

17.Dokter mendapat 17.

dukungan yang cukup dari
rumah sakit Ibu dan Anak
Bunda Sejahtera Tangerang
Sambungan kuesioner kualitas pelayanan
untuk melakukan
pemerikaan pasien

Empathy 18.Rumah sakit Ibu dan 18.

Anak Bunda Sejahtera
Tangerang tidak mmberikan
perhatian khusus pada
pasien (-)

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19.Dokter rumah sakit Ibu 19.

dan Anak Bunda Sejahtera
Tangerang tidak mmberikan
perhatian khusus pada
pasien (-)

20.Dokter rumah sakit Ibu 0.

dan Anak Bunda Sejahtera
Tangerang tidak memahami
kebutuhan khusus pasien (-)
21.Rumah sakit Ibu dan 1.
Anak Bunda Sejahtera
Tangerang bukan
merupakan pilihan utama
Anda (-)

22.Rumah sakit Ibu dan 2.

Anak Bunda Sejahtera
Tangerang tidak mempunyai
jadwal rawat jalan yang
nyaman sesuai dengan
kebutuhan saya (-)

KEPUASAN PELANGGAN

No Pernyataan
Kode Jawaban
SS S N TS STS
1 Saya puas dengan respon staff dan layanan
yang cepat yang diberikan oleh RSIA
Bunda Sejahtera Tangerang kepada saya.

2 Saya puas dengan saran layanan kesehatan

yang diberikan oleh RSIA Bunda Sejahtera
Tangerang kepada saya

3 Saya puas dengan produk dan layanan

yang ditawarkan oleh RSIA Bunda
Sejahtera Tangerang kepada saya

4 Saya Puas dengan RSIA Bunda Sejahtera

Tangerang

LOYALITAS PELANGGAN

No Pernyataan
Kode Jawaban
SS S N TS STS

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1 Apabila dikemudian hari Anda

memerlukan kembali layanan kesehatan,
bersediakah Anda untuk kembali ke RSIA
Bunda Sejahtera Tangerang?

2 Apabila suatu saat keluarga Anda

membutuhkan layanan kesehatan,
bersediakah Anda merekomendasikan
mereka berobat ke RSIA Bunda Sejahtera
Tangerang?

3 Saya akan tetap melakukan kunjungan ke

RSIA Bunda Sejahtera Tangerang,
walaupun ada tawaran di tempat lain yang
lebih menarik

4 Saya menggunakan jasa pelayanan RSIA

Bunda Sejahtera Tangerang untuk
kesehatan dan pelayanan jasa lainnya

Lampiran 2

Hasil Uji Pre-tes

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EXELLLLLLL

Lampiran 3

Data Analisa Pre-test

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Output ValiditasRelibilitasVar Citra

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .731

Bartlett's Test of Sphericity Approx. Chi-Square 165.686

df 21

Sig. .000

Anti-image Matrices

CR1 CR2 CR3 CR4 CR5 CR6 CR7

Anti-image Covariance CR1 .108 -.095 .030 -.029 .040 -.004 -.119

CR2 -.095 .125 -.068 .011 -.035 -.037 .087

CR3 .030 -.068 .754 -.044 -.001 .065 .030

CR4 -.029 .011 -.044 .124 -.100 -.050 .064

CR5 .040 -.035 -.001 -.100 .119 .001 -.096

CR6 -.004 -.037 .065 -.050 .001 .435 -.054

CR7 -.119 .087 .030 .064 -.096 -.054 .312

Anti-image Correlation CR1 .671a -.823 .107 -.251 .351 -.019 -.646

CR2 -.823 .721a -.222 .086 -.286 -.158 .442

CR3 .107 -.222 .860a -.143 -.003 .114 .063

CR4 -.251 .086 -.143 .746a -.818 -.215 .328

CR5 .351 -.286 -.003 -.818 .702a .005 -.497

CR6 -.019 -.158 .114 -.215 .005 .953a -.146

CR7 -.646 .442 .063 .328 -.497 -.146 .632a

a. Measures of Sampling Adequacy(MSA)

Component Matrixa

Component

CR1 .882
CR2 .892
CR3 .437
CR4 .890
CR5 .884
CR6 .811
CR7 .727

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Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.

Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items

.906 .900 7

Output ValiditasRelibilitasVarKualitasLayananDimensi Tangibles

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .836

Bartlett's Test of Sphericity Approx. Chi-Square 106.511

df 6

Sig. .000

Anti-image Matrices

KP1 KP2 KP3 KP4

Anti-image Covariance KP1 .244 -.072 -.073 .017

KP2 -.072 .182 -.081 -.023

KP3 -.073 -.081 .137 -.101

KP4 .017 -.023 -.101 .373

Anti-image Correlation KP1 .870a -.344 -.399 .055

KP2 -.344 .839a -.512 -.088

KP3 -.399 -.512 .776a -.446

KP4 .055 -.088 -.446 .883a

a. Measures of Sampling Adequacy(MSA)

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Component Matrixa

Component

KP1 .913
KP2 .942
KP3 .962
KP4 .859
Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.

Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items

.938 .939 4

Output ValiditasRelibilitasVarKualitasLayananDimensi Reliability

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .791

Bartlett's Test of Sphericity Approx. Chi-Square 86.532

df 10

Sig. .000

Anti-image Matrices

KP5 KP6 KP7 KP8 KP9

Anti-image Covariance KP5 .851 .005 -.050 -.043 -.029

KP6 .005 .185 -.143 -.025 -.034

KP7 -.050 -.143 .177 -.034 -.034

KP8 -.043 -.025 -.034 .433 -.197

KP9 -.029 -.034 -.034 -.197 .414

Anti-image Correlation KP5 .948a .013 -.130 -.070 -.049

KP6 .013 .732a -.790 -.089 -.124

KP7 -.130 -.790 .730a -.122 -.126

KP8 -.070 -.089 -.122 .854a -.466

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KP9 -.049 -.124 -.126 -.466 .856a

a. Measures of Sampling Adequacy(MSA)

Component Matrixa

Component

KP5 .506
KP6 .901
KP7 .911
KP8 .835
KP9 .847

Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.

Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items

.835 .863 5

Output ValiditasRelibilitasVarKualitasLayananDimensi Responsiveness

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .687

Bartlett's Test of Sphericity Approx. Chi-Square 52.263
df 6

Sig. .000

Anti-image Matrices

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KP10 KP11 KP12 KP13

Anti-image Covariance KP10 .293 -.209 -.018 .046

KP11 -.209 .246 -.104 -.091

KP12 -.018 -.104 .596 -.195

KP13 .046 -.091 -.195 .737

Anti-image Correlation KP10 .631a -.777 -.043 .100

KP11 -.777 .631a -.272 -.215

KP12 -.043 -.272 .834a -.295

KP13 .100 -.215 -.295 .780a

a. Measures of Sampling Adequacy(MSA)

Component Matrixa

Component

KP10 .853
KP11 .912
KP12 .790
KP13 .645

Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.

Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items

.817 .815 4

Output ValiditasRelibilitasVarKualitasLayananDimensi Assurance

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KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .713

Bartlett's Test of Sphericity Approx. Chi-Square 64.024

df 6

Sig. .000

Anti-image Matrices

KP14 KP15 KP16 KP17

Anti-image Covariance KP14 .791 -.040 -.018 -.114

KP15 -.040 .228 -.161 .018

KP16 -.018 -.161 .183 -.130

KP17 -.114 .018 -.130 .487

Anti-image Correlation KP14 .918a -.095 -.047 -.184

KP15 -.095 .672a -.789 .054

KP16 -.047 -.789 .638a -.437

KP17 -.184 .054 -.437 .819a

a. Measures of Sampling Adequacy(MSA)

Component Matrixa

Component

KP14 .624
KP15 .897
KP16 .932
KP17 .830

Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.

Reliability Statistics

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Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items

.807 .841 4

Output ValiditasRelibilitasVarKualitasLayananDimensiEmpathy

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .592

Bartlett's Test of Sphericity Approx. Chi-Square 94.715

df 10

Sig. .000

Anti-image Matrices

KP18 KP19 KP20 KP21 KP22

Anti-image Covariance KP18 .725 .112 -.007 -.120 .123

KP19 .112 .084 -.083 -.079 .062

KP20 -.007 -.083 .340 .016 .053

KP21 -.120 -.079 .016 .102 -.128

KP22 .123 .062 .053 -.128 .644

Anti-image Correlation KP18 .302a .455 -.014 -.440 .180

KP19 .455 .576a -.488 -.850 .266

KP20 -.014 -.488 .825a .088 .114

KP21 -.440 -.850 .088 .572a -.498

KP22 .180 .266 .114 -.498 .512a

a. Measures of Sampling Adequacy(MSA)

Component Matrixa

Component

1 2

KP18 -.355 .753

KP19 .960 -.062
KP20 .847 -.207
KP21 .931 .218
KP22 .497 .602

Extraction Method: Principal

Component Analysis.

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a. 2 components extracted.

Output ValiditasRelibilitasVarKualitasLayananDimensi EmpathyLiterasi 1

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .652

Bartlett's Test of Sphericity Approx. Chi-Square 87.294

df 6

Sig. .000

Anti-image Matrices

KP19 KP20 KP21 KP22

Anti-image Covariance KP19 .106 -.103 -.094 .056

KP20 -.103 .340 .019 .056

KP21 -.094 .019 .127 -.138

KP22 .056 .056 -.138 .666

Anti-image Correlation KP19 .614a -.541 -.813 .210

KP20 -.541 .785a .091 .118

KP21 -.813 .091 .634a -.475

KP22 .210 .118 -.475 .573a

a. Measures of Sampling Adequacy(MSA)

Component Matrixa

Component

KP19 .956
KP20 .842
KP21 .952
KP22 .515

Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.

Reliability Statistics

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Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items

.852 .839 4

Output ValiditasRelibilitasVarKepercayaan

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .728

Bartlett's Test of Sphericity Approx. Chi-Square 40.058

df 6

Sig. .000

Anti-image Matrices

KEP1 KEP2 KEP3 KEP4

Anti-image Covariance KEP1 .508 -.125 -.236 -.065

KEP2 -.125 .453 -.160 -.255

KEP3 -.236 -.160 .524 .056

KEP4 -.065 -.255 .056 .657

Anti-image Correlation KEP1 .760a -.260 -.458 -.112

KEP2 -.260 .722a -.328 -.468

KEP3 -.458 -.328 .719a .096

KEP4 -.112 -.468 .096 .706a

a. Measures of Sampling Adequacy(MSA)

Component Matrixa

Component

KEP1 .833
KEP2 .869
KEP3 .799
KEP4 .686

Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.

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Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items

.803 .809 4

Output ValiditasRelibilitasVarLoyalitas

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .709

Bartlett's Test of Sphericity Approx. Chi-Square 59.317

df 6

Sig. .000

Anti-image Matrices

LP1 LP2 LP3 LP4

Anti-image Covariance LP1 .484 .030 -.156 -.205

LP2 .030 .305 -.206 -.150

LP3 -.156 -.206 .295 .047

LP4 -.205 -.150 .047 .532

Anti-image Correlation LP1 .761a .079 -.413 -.404

LP2 .079 .681a -.687 -.374

LP3 -.413 -.687 .668a .118

LP4 -.404 -.374 .118 .755a

a. Measures of Sampling Adequacy(MSA)

Component Matrixa

Component

LP1 .823
LP2 .882
LP3 .883

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LP4 .791

Extraction Method:
Principal Component
Analysis.
a. 1 components
extracted.

Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items

.860 .867 4

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Lampiran 4

Data Penelitian.

EXELLLLLLLL

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Lampiran 5

ANOVA

Output ANOVA BerdasarkanPekerjaan

Descriptives

95% Confidence Interval for

Mean

N Mean Std. Deviation Std. Error Lower Bound Upper Bound Minimum Maximum

Citra Pelajar/Mahasiswa 6 -.2782700 .93538427 .38186903 -1.2598956 .7033556 -1.31794 1.06938

Merek PNS 7 -.0852518 1.19484120 .45160753 -1.1902956 1.0197920 -1.50617 2.39629

PegawaiSwasta 25 .0276692 1.08280843 .21656169 -.4192921 .4746306 -2.55602 1.49696

Buruh 40 -.0108569 .96973036 .15332783 -.3209917 .2992779 -2.31841 1.49696

Pedagang 52 -.0589232 1.02430670 .14204578 -.3440920 .2262456 -2.31841 1.92106

Tidakbekerja 55 .0922352 .97703382 .13174321 -.1718940 .3563645 -2.31841 2.05754

Total 185 .0000000 1.00000000 .07352146 -.1450535 .1450535 -2.55602 2.39629

KualitasLa Pelajar/Mahasiswa 6 -.2015575 .68813466 .28092980 -.9237105 .5205956 -1.15462 .79552
yanan PNS 7 -.2003116 1.10909538 .41919865 -1.2260537 .8254306 -1.81788 1.03092
PegawaiSwasta 25 -.2852680 1.12276037 .22455207 -.7487207 .1781847 -4.46533 1.05030
Buruh 40 -.0595918 .72447287 .11454922 -.2912894 .1721059 -1.48297 1.19342
Pedagang 52 .1797588 .90389969 .12534833 -.0718885 .4314061 -1.57204 2.25166
Tidakbekerja 55 .0505352 1.19673482 .16136769 -.2729875 .3740580 -2.67118 2.52457
Total 185 .0000000 1.00000000 .07352146 -.1450535 .1450535 -4.46533 2.52457
Kepuasan Pelajar/Mahasiswa 6 -.2725816 1.57880075 .64454271 -1.9294314 1.3842682 -3.26946 .76500
PNS 7 .2951188 .50538378 .19101711 -.1722832 .7625209 -.34573 .76500
PegawaiSwasta 25 .0036523 .93333795 .18666759 -.3816107 .3889152 -1.82368 .76500
Buruh 40 -.2001152 1.09458511 .17306910 -.5501805 .1499501 -4.03843 .76500
Pedagang 52 .1596453 .77398805 .10733283 -.0558343 .3751250 -2.19763 .76500
Tidakbekerja 55 -.0148836 1.12071386 .15111703 -.3178550 .2880878 -3.62232 .76500
Total 185 .0000000 1.00000000 .07352146 -.1450535 .1450535 -4.03843 .76500
Loyalitas Pelajar/Mahasiswa 6 -.5406592 .66185588 .27020153 -1.2352343 .1539160 -.93452 .65248

PNS 7 -.0073010 1.17837274 .44538303 -1.0971140 1.0825120 -1.28440 1.46329

PegawaiSwasta 25 -.1252085 1.26225165 .25245033 -.6462404 .3958234 -4.10853 2.23948

Buruh 40 -.0390457 .81132666 .12828201 -.2985205 .2204292 -1.41004 1.87598

Pedagang 52 .0496510 .89675523 .12435757 -.2000072 .2993093 -2.15803 2.23948

Tidakbekerja 55 .0982772 1.10293079 .14871916 -.1998868 .3964412 -2.09521 2.23948

Total 185 .0000000 1.00000000 .07352146 -.1450535 .1450535 -4.10853 2.23948

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Test of Homogeneity of Variances

Levene Statistic df1 df2 Sig.

Citra Merek .275 5 179 .926

KualitasLayanan 1.789 5 179 .117
Kepuasan 1.793 5 179 .116
Loyalitas 1.867 5 179 .102

ANOVA

Sum of Squares df Mean Square F Sig.

Citra Merek Between Groups 1.188 5 .238 .233 .948

Within Groups 182.812 179 1.021

Total 184.000 184

KualitasLayanan Between Groups 4.522 5 .904 .902 .481
Within Groups 179.478 179 1.003
Total 184.000 184
Kepuasan Between Groups 3.995 5 .799 .795 .555
Within Groups 180.005 179 1.006
Total 184.000 184
Loyalitas Between Groups 2.867 5 .573 .567 .726

Within Groups 181.133 179 1.012

Total 184.000 184

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Output ANOVA BerdasarkanJenisKelamin

Descriptives

95% Confidence In

N Mean Std. Deviation Std. Error Lower Bound

Citra Merek Pria 7 -.4250368 .93803159 .35454262 -1.2925713

Wanita 178 .0167149 1.00114696 .07503914 -.1313716

Total 185 .0000000 1.00000000 .07352146 -.1450535

KualitasLayanan Pria 7 -.2029284 .62818859 .23743297 -.7839059
Wanita 178 .0079803 1.01216521 .07586499 -.1417360
Total 185 .0000000 1.00000000 .07352146 -.1450535
Kepuasan Pria 7 -.1243553 1.49364444 .56454453 -1.5057460
Wanita 178 .0048904 .98147143 .07356439 -.1402858
Total 185 .0000000 1.00000000 .07352146 -.1450535
Loyalitas Pria 7 -.3702112 .75393103 .28495914 -1.0674811

Wanita 178 .0145589 1.00729656 .07550007 -.1344373

Total 185 .0000000 1.00000000 .07352146 -.1450535

Test of Homogeneity of Variances

Levene Statistic df1 df2 Sig.

Citra Merek .019 1 183 .892

KualitasLayanan 1.758 1 183 .187
Kepuasan 1.590 1 183 .209
Loyalitas .513 1 183 .475

ANOVA

Sum of Squares df Mean Square F Sig.

Citra Merek Between Groups 1.314 1 1.314 1.317 .253

Within Groups 182.686 183 .998

Total 184.000 184

KualitasLayanan Between Groups .300 1 .300 .298 .586
Within Groups 183.700 183 1.004
Total 184.000 184
Kepuasan Between Groups .113 1 .113 .112 .738

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Within Groups 183.887 183 1.005

Total 184.000 184
Loyalitas Between Groups .997 1 .997 .997 .319

Within Groups 183.003 183 1.000

Total 184.000 184

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Output ANOVA BerdasarkanLama Dirawat

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Descriptives

95% Confiden

N Mean Std. Deviation Std. Error Lower Bound

Citra Merek Kurangdari 3 hari 127 .0888383 1.01372011 .08995311 -.08917

3-6 hari 58 -.1945253 .94888460 .12459465 -.44402

Total 185 .0000000 1.00000000 .07352146 -.14505

KualitasLay Kurangdari 3 hari 127 .0319658 1.03581494 .09191371 -.14992
anan 3-6 hari 58 -.0699942 .92146994 .12099493 -.31228
Total 185 .0000000 1.00000000 .07352146 -.14505
Kepuasan Kurangdari 3 hari 127 -.0117262 1.00091843 .08881715 -.18749
3-6 hari 58 .0256763 1.00623275 .13212483 -.23889
Total 185 .0000000 1.00000000 .07352146 -.14505
Loyalitas Kurangdari 3 hari 127 .0783294 1.05364472 .09349585 -.10669

3-6 hari 58 -.1715143 .85464193 .11221998 -.39623

Total 185 .0000000 1.00000000 .07352146 -.14505

Test of Homogeneity of Variances

Levene Statistic df1 df2 Sig.

Citra Merek .403 1 183 .526

KualitasLayanan 1.101 1 183 .296
Kepuasan .006 1 183 .937
Loyalitas 2.319 1 183 .130

ANOVA

Sum of Squares df Mean Square F Sig.

Citra Merek Between Groups 3.197 1 3.197 3.236 .074

Within Groups 180.803 183 .988

Total 184.000 184

KualitasLayanan Between Groups .414 1 .414 .413 .521
Within Groups 183.586 183 1.003
Total 184.000 184
Kepuasan Between Groups .056 1 .056 .055 .814
Within Groups 183.944 183 1.005
Total 184.000 184
Loyalitas Between Groups 2.485 1 2.485 2.506 .115
Within Groups 181.515 183 .992

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Total 184.000 184

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Output ANOVA BerdasarkanUsia

Descriptives

95% Confid

N Mean Std. Deviation Std. Error Lower Boun

Citra Merek 12-16 tahun 7 -.4250368 .93803159 .35454262 -1.2925

17-25 tahun 100 .1315972 1.02788109 .10278811 -.0723

26-35 tahun 78 -.1305700 .95207911 .10780173 -.3452

Total 185 .0000000 1.00000000 .07352146 -.1450

KualitasLayanan 12-16 tahun 7 -.2029284 .62818859 .23743297 -.7839
17-25 tahun 100 .0765572 1.00595907 .10059591 -.1230
26-35 tahun 78 -.0799387 1.01977888 .11546722 -.3098
Total 185 .0000000 1.00000000 .07352146 -.1450
Kepuasan 12-16 tahun 7 -.1243553 1.49364444 .56454453 -1.5057
17-25 tahun 100 -.0084878 1.02090262 .10209026 -.2110
26-35 tahun 78 .0220418 .93474655 .10583920 -.1887
Total 185 .0000000 1.00000000 .07352146 -.1450
Loyalitas 12-16 tahun 7 -.3702112 .75393103 .28495914 -1.0674

17-25 tahun 100 .0964525 .97252203 .09725220 -.0965

26-35 tahun 78 -.0904330 1.04712235 .11856326 -.3265

Total 185 .0000000 1.00000000 .07352146 -.1450

Test of Homogeneity of Variances

Levene Statistic df1 df2 Sig.

Citra Merek .579 2 182 .562

KualitasLayanan .978 2 182 .378
Kepuasan .792 2 182 .455
Loyalitas .854 2 182 .427

ANOVA

Sum of Squares df Mean Square F Sig.

Citra Merek Between Groups 4.326 2 2.163 2.191 .115

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Within Groups 179.674 182 .987

Total 184.000 184

KualitasLayanan Between Groups 1.373 2 .686 .684 .506
Within Groups 182.627 182 1.003
Total 184.000 184
Kepuasan Between Groups .153 2 .077 .076 .927
Within Groups 183.847 182 1.010
Total 184.000 184
Loyalitas Between Groups 2.528 2 1.264 1.267 .284

Within Groups 181.472 182 .997

Total 184.000 184

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Lampiran 6
Hasil Uji Analisa

L I S R E L 8.80

BY

Karl G. Jöreskog& Dag Sörbom

This program is published exclusively by

Scientific Software International, Inc.
7383 N. Lincoln Avenue, Suite 100
Lincolnwood, IL 60712, U.S.A.
Phone: (800)247-6113, (847)675-0720, Fax: (847)675-
2140
Copyright by Scientific Software International, Inc.,
1981-2006
Use of this program is subject to the terms specified in
the
Universal Copyright Convention.
Website: www.ssicentral.com

The following lines were read from file D:\Chinggu\Kartini\Data

SEM RS\alhamdulillah.pr2:

raw data from file alhamdulillah.psf

latent variables: CR KP KEP LP
relationships
CR1 = CR
CR2 = CR
CR3 = CR
CR4 = CR
CR5 = CR
CR6 = CR
CR7 = CR
KP1 = KP
KP2 = KP
KP3 = KP
KP4 = KP
KP5 = KP
KEP1 = KEP
KEP2 = KEP
KEP3 = KEP
KEP4 = KEP
LP1 = LP
LP2 = LP
LP3 = LP
LP4 = LP

LP = KEP CR KP
KEP = CR KP
set error covariance of CR6 and CR5 free
set error covariance of KP2 and LP1 free
set error covariance of CR6 and CR4 free

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set error covariance of CR5 and CR4 free

set error covariance of KP3 and CR3 free

options SC
path diagram
end of problems

Sample Size = 185

Covariance Matrix

KEP1 KEP2 KEP3 KEP4 LP1

LP2
-------- -------- -------- -------- --------
--------
KEP1 0.60
KEP2 0.44 0.63
KEP3 0.38 0.49 0.69
KEP4 0.33 0.42 0.41 0.57
LP1 0.01 0.04 0.00 -0.01 0.58
LP2 0.11 0.14 0.08 0.04 0.34
0.57
LP3 0.04 0.08 0.02 0.00 0.31
0.36
LP4 0.06 0.13 0.09 0.05 0.27
0.40
CR1 -0.01 0.00 -0.03 -0.04 0.29
0.26
CR2 -0.03 0.01 -0.05 -0.03 0.22
0.24
CR3 0.00 0.03 0.02 -0.06 0.30
0.26
CR4 -0.02 -0.12 -0.14 -0.15 0.25
0.22
CR5 -0.03 -0.06 -0.03 -0.07 0.22
0.17
CR6 -0.04 -0.13 -0.11 -0.12 0.23
0.20
CR7 0.00 0.03 0.01 -0.03 0.31
0.21
KP1 0.08 0.13 0.07 0.03 0.28
0.28
KP2 0.05 0.04 0.02 0.06 0.43
0.29
KP3 0.04 0.02 0.08 0.04 0.25
0.14
KP4 0.08 0.12 0.11 0.11 0.29
0.29
KP5 0.34 0.33 0.29 0.23 0.10
0.16

Covariance Matrix

LP3 LP4 CR1 CR2 CR3

CR4

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-------- -------- -------- -------- --------

--------
LP3 0.50
LP4 0.36 0.62
CR1 0.24 0.19 0.77
CR2 0.22 0.24 0.39 0.65
CR3 0.32 0.28 0.38 0.33 0.67
CR4 0.19 0.19 0.31 0.30 0.25
0.92
CR5 0.19 0.23 0.28 0.21 0.23
0.66
CR6 0.18 0.21 0.36 0.24 0.25
0.72
CR7 0.26 0.19 0.48 0.33 0.32
0.37
KP1 0.26 0.27 0.32 0.27 0.39
0.11
KP2 0.35 0.31 0.36 0.21 0.41
0.14
KP3 0.24 0.20 0.23 0.11 0.38
0.03
KP4 0.29 0.34 0.34 0.24 0.37
0.03
KP5 0.08 0.12 -0.06 0.05 0.03
-0.07

Covariance Matrix

CR5 CR6 CR7 KP1 KP2

KP3
-------- -------- -------- -------- --------
--------
CR5 0.93
CR6 0.79 1.06
CR7 0.32 0.38 1.39
KP1 0.01 0.03 0.33 1.00
KP2 0.12 0.10 0.36 0.56 1.00
KP3 -0.01 -0.01 0.17 0.36 0.56
1.00
KP4 -0.03 -0.02 0.28 0.51 0.64
0.49
KP5 -0.03 -0.14 0.11 0.09 0.15
0.07

Covariance Matrix

KP4 KP5
-------- --------
KP4 1.00
KP5 0.13 1.00

Number of Iterations = 13

LISREL Estimates (Maximum Likelihood)

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Measurement Equations

KEP1 = 0.59*KEP, Errorvar.= 0.25 , R² = 0.58

(0.031)
8.16

KEP2 = 0.73*KEP, Errorvar.= 0.096 , R² = 0.85

(0.058) (0.024)
12.67 4.07

KEP3 = 0.67*KEP, Errorvar.= 0.24 , R² = 0.65

(0.059) (0.032)
11.24 7.62

KEP4 = 0.58*KEP, Errorvar.= 0.24 , R² = 0.58

(0.054) (0.029)
10.59 8.15

LP1 = 0.53*LP, Errorvar.= 0.29 , R² = 0.49

(0.035)
8.35

LP2 = 0.62*LP, Errorvar.= 0.18 , R² = 0.68

(0.061) (0.027)
10.14 6.84

LP3 = 0.58*LP, Errorvar.= 0.16 , R² = 0.67

(0.058) (0.024)
10.11 6.89

LP4 = 0.60*LP, Errorvar.= 0.26 , R² = 0.58

(0.064) (0.034)
9.48 7.79

CR1 = 0.65*CR, Errorvar.= 0.34 , R² = 0.56

(0.060) (0.047)
10.95 7.28

CR2 = 0.56*CR, Errorvar.= 0.33 , R² = 0.49

(0.056) (0.043)
10.02 7.85

CR3 = 0.61*CR, Errorvar.= 0.30 , R² = 0.55

(0.055) (0.042)
11.06 7.29

CR4 = 0.48*CR, Errorvar.= 0.69 , R² = 0.25

(0.072) (0.077)
6.65 8.99

CR5 = 0.40*CR, Errorvar.= 0.77 , R² = 0.17

(0.074) (0.084)
5.40 9.21

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CR6 = 0.46*CR, Errorvar.= 0.85 , R² = 0.20

(0.078) (0.093)
5.91 9.12

CR7 = 0.63*CR, Errorvar.= 0.99 , R² = 0.28

(0.087) (0.11)
7.18 8.88

KP1 = 0.66*KP, Errorvar.= 0.56 , R² = 0.44

(0.070) (0.067)
9.50 8.29

KP2 = 0.82*KP, Errorvar.= 0.30 , R² = 0.70

(0.063) (0.053)
13.02 5.66

KP3 = 0.56*KP, Errorvar.= 0.64 , R² = 0.33

(0.070) (0.073)
8.04 8.80

KP4 = 0.77*KP, Errorvar.= 0.40 , R² = 0.60

(0.067) (0.057)
11.57 7.05

KP5 = 0.18*KP, Errorvar.= 0.97 , R² = 0.031

(0.079) (0.10)
2.22 9.54

Error Covariance for CR5 and CR4 = 0.47

(0.068)
6.92

Error Covariance for CR6 and CR4 = 0.50

(0.072)
6.98

Error Covariance for CR6 and CR5 = 0.61

(0.078)
7.71

Error Covariance for KP2 and LP1 = 0.12

(0.030)
4.00

Error Covariance for KP3 and CR3 = 0.14

(0.039)
3.63

Structural Equations

KEP = - 0.21*CR + 0.29*KP, Errorvar.= 0.95 , R² = 0.054

(0.12) (0.12) (0.16)
-1.80 2.48 5.81

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LP = 0.17*KEP + 0.54*CR + 0.30*KP, Errorvar.= 0.39 , R² =

0.61
(0.065) (0.100) (0.097) (0.085)
2.54 5.39 3.05 4.58

Reduced Form Equations

KEP = - 0.21*CR + 0.29*KP, Errorvar.= 0.95, R² = 0.054

(0.12) (0.12)
-1.80 2.48

LP = 0.50*CR + 0.35*KP, Errorvar.= 0.41, R² = 0.59

(0.098) (0.097)
5.14 3.58

Correlation Matrix of Independent Variables

CR KP
-------- --------
CR 1.00
KP 0.62 1.00
(0.06)
10.00

Covariance Matrix of Latent Variables

KEP LP CR KP
-------- -------- -------- --------
KEP 1.00
LP 0.19 1.00
CR -0.03 0.72 1.00
KP 0.16 0.66 0.62 1.00

Goodness of Fit Statistics

Degrees of Freedom = 159

Minimum Fit Function Chi-Square = 283.31 (P = 0.00)
Normal Theory Weighted Least Squares Chi-Square = 264.82 (P
= 0.00)
Estimated Non-centrality Parameter (NCP) = 105.82
90 Percent Confidence Interval for NCP = (64.94 ;
154.59)

Minimum Fit Function Value = 1.54

Population Discrepancy Function Value (F0) = 0.58
90 Percent Confidence Interval for F0 = (0.35 ;
0.84)
Root Mean Square Error of Approximation (RMSEA) =
0.060
90 Percent Confidence Interval for RMSEA = (0.047 ;
0.073)
P-Value for Test of Close Fit (RMSEA < 0.05) =
0.097

Expected Cross-Validation Index (ECVI) = 1.99

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90 Percent Confidence Interval for ECVI = (1.77 ;

2.26)
ECVI for Saturated Model = 2.28
ECVI for Independence Model = 19.97

Chi-Square for Independence Model with 190 Degrees of Freedom

= 3635.31
Independence AIC = 3675.31
Model AIC = 366.82
Saturated AIC = 420.00
Independence CAIC = 3759.72
Model CAIC = 582.06
Saturated CAIC = 1306.27

Normed Fit Index (NFI) = 0.92

Non-Normed Fit Index (NNFI) = 0.96
Parsimony Normed Fit Index (PNFI) = 0.77
Comparative Fit Index (CFI) = 0.96
Incremental Fit Index (IFI) = 0.96
Relative Fit Index (RFI) = 0.91

Critical N (CN) = 133.10

Root Mean Square Residual (RMR) = 0.071

Standardized RMR = 0.085
Goodness of Fit Index (GFI) = 0.87
Adjusted Goodness of Fit Index (AGFI) = 0.83
Parsimony Goodness of Fit Index (PGFI) = 0.66

The Modification Indices Suggest to Add the

Path to from Decrease in Chi-Square New Estimate
CR3 KP 15.3 0.30

Standardized Solution

LAMBDA-Y

KEP LP
-------- --------
KEP1 0.59 - -
KEP2 0.73 - -
KEP3 0.67 - -
KEP4 0.58 - -
LP1 - - 0.53
LP2 - - 0.62
LP3 - - 0.58
LP4 - - 0.60

LAMBDA-X

CR KP
-------- --------
CR1 0.65 - -
CR2 0.56 - -
CR3 0.61 - -

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CR4 0.48 - -
CR5 0.40 - -
CR6 0.46 - -
CR7 0.63 - -
KP1 - - 0.66
KP2 - - 0.82
KP3 - - 0.56
KP4 - - 0.77
KP5 - - 0.18

BETA

KEP LP
-------- --------
KEP - - - -
LP 0.17 - -

GAMMA

CR KP
-------- --------
KEP -0.21 0.29
LP 0.54 0.30

Correlation Matrix of ETA and KSI

KEP LP CR KP
-------- -------- -------- --------
KEP 1.00
LP 0.19 1.00
CR -0.03 0.72 1.00
KP 0.16 0.66 0.62 1.00

PSI
Note: This matrix is diagonal.

KEP LP
-------- --------
0.95 0.39

Regression Matrix ETA on KSI (Standardized)

CR KP
-------- --------
KEP -0.21 0.29
LP 0.50 0.35

Completely Standardized Solution

LAMBDA-Y

KEP LP
-------- --------
KEP1 0.76 - -
KEP2 0.92 - -
KEP3 0.80 - -
KEP4 0.76 - -

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LP1 - - 0.70
LP2 - - 0.82
LP3 - - 0.82
LP4 - - 0.76

LAMBDA-X

CR KP
-------- --------
CR1 0.75 - -
CR2 0.70 - -
CR3 0.74 - -
CR4 0.50 - -
CR5 0.41 - -
CR6 0.45 - -
CR7 0.53 - -
KP1 - - 0.66
KP2 - - 0.83
KP3 - - 0.57
KP4 - - 0.77
KP5 - - 0.18

BETA

KEP LP
-------- --------
KEP - - - -
LP 0.17 - -

GAMMA

CR KP
-------- --------
KEP -0.21 0.29
LP 0.54 0.30

Correlation Matrix of ETA and KSI

KEP LP CR KP
-------- -------- -------- --------
KEP 1.00
LP 0.19 1.00
CR -0.03 0.72 1.00
KP 0.16 0.66 0.62 1.00

PSI
Note: This matrix is diagonal.

KEP LP
-------- --------
0.95 0.39

THETA-EPS

KEP1 KEP2 KEP3 KEP4 LP1

LP2
-------- -------- -------- -------- --------
--------

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0.42 0.15 0.35 0.42 0.51

0.32

THETA-EPS

LP3 LP4
-------- --------
0.33 0.42

THETA-DELTA-EPS

KEP1 KEP2 KEP3 KEP4 LP1

LP2
-------- -------- -------- -------- --------
--------
CR1 - - - - - - - - - -
- -
CR2 - - - - - - - - - -
- -
CR3 - - - - - - - - - -
- -
CR4 - - - - - - - - - -
- -
CR5 - - - - - - - - - -
- -
CR6 - - - - - - - - - -
- -
CR7 - - - - - - - - - -
- -
KP1 - - - - - - - - - -
- -
KP2 - - - - - - - - 0.16
- -
KP3 - - - - - - - - - -
- -
KP4 - - - - - - - - - -
- -
KP5 - - - - - - - - - -
- -

THETA-DELTA-EPS

LP3 LP4
-------- --------
CR1 - - - -
CR2 - - - -
CR3 - - - -
CR4 - - - -
CR5 - - - -
CR6 - - - -
CR7 - - - -
KP1 - - - -
KP2 - - - -
KP3 - - - -
KP4 - - - -
KP5 - - - -

THETA-DELTA

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CR1 CR2 CR3 CR4 CR5

CR6
-------- -------- -------- -------- --------
--------
CR1 0.44
CR2 - - 0.51
CR3 - - - - 0.45
CR4 - - - - - - 0.75
CR5 - - - - - - 0.51 0.83
CR6 - - - - - - 0.51 0.61
0.80
CR7 - - - - - - - - - -
- -
KP1 - - - - - - - - - -
- -
KP2 - - - - - - - - - -
- -
KP3 - - - - 0.18 - - - -
- -
KP4 - - - - - - - - - -
- -
KP5 - - - - - - - - - -
- -

THETA-DELTA

CR7 KP1 KP2 KP3 KP4

KP5
-------- -------- -------- -------- --------
--------
CR7 0.72
KP1 - - 0.56
KP2 - - - - 0.30
KP3 - - - - - - 0.67
KP4 - - - - - - - - 0.40
KP5 - - - - - - - - - -
0.97

Regression Matrix ETA on KSI (Standardized)

CR KP
-------- --------
KEP -0.21 0.29
LP 0.50 0.35

Time used: 0.062 Seconds

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PATH DIAGRAM T.VALUE

PATH DIAGRAM STANDAR SOLUTION

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