REALIBILITY

1. Kualitas Layanan Jasa

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 100 100.0

Excludeda 0 .0

Total 100 100.0

a. Listwise deletion based on all variables in the
procedure.

Reliability Statistics

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

-.123 .454 4

a. The value is negative due to a negative average

covariance among items. This violates reliability
model assumptions. You may want to check item
codings.

Item Statistics

Mean Std. Deviation N

Responsivines1 4.04 .197 100

Responsivines2 4.88 .327 100
Reability1 4.99 .100 100
Emphaty2 4.99 .100 100

UJi Validitas
1. Kualitas Jasa Layanan
 Correlations

RESPONSIVENN RESPONSIVENN
ES1 ES2 RELIABILITY1 EMPHATY1

RESPONSIVENNES1 Pearson Correlation 1 -.553** .021 .b

Sig. (2-tailed) .000 .839 .

N 100 100 100 100

RESPONSIVENNES2 Pearson Correlation -.553** 1 .272** .b
Sig. (2-tailed) .000 .006 .
N 100 100 100 100
RELIABILITY1 Pearson Correlation .021 .272** 1 .b
Sig. (2-tailed) .839 .006 .
N 100 100 100 100
EMPHATY1 Pearson Correlation .b .b .b .b
Sig. (2-tailed) . . .
N 100 100 100 100
EMPHATY2 Pearson Correlation .021 .272** 1.000** .b
Sig. (2-tailed) .839 .006 .000 .
N 100 100 100 100
ASSURANCE1 Pearson Correlation .b .b .b .b
Sig. (2-tailed) . . . .
N 100 100 100 100
TENGIBLES1 Pearson Correlation .b .b .b .b
Sig. (2-tailed) . . . .
N 100 100 100 100
TENGIBLES2 Pearson Correlation .b .b .b .b

Sig. (2-tailed) . . . .
N 100 100 100 100

**. Correlation is significant at the 0.01 level (2-tailed).

b. Cannot be computed because at least one of the variables is constant.

Inter-Item Correlation Matrix

Responsivines1 Responsivines2 Reability1 Emphaty2

Responsivines1 1.000 -.553 .021 .021

Responsivines2 -.553 1.000 .272 .272
Reability1 .021 .272 1.000 1.000
Emphaty2 .021 .272 1.000 1.000

Item-Total Statistics

Corrected Item- Squared Cronbach's

Scale Mean if Scale Variance Total Multiple Alpha if Item
Item Deleted if Item Deleted Correlation Correlation Deleted

Responsivines1 14.86 .182 -.413 . .457

Responsivines2 14.02 .080 -.192 . .403
Reability1 13.91 .103 .601 . -.765a
Emphaty2 13.91 .103 .601 . -.765a

a. The value is negative due to a negative average covariance among items. This violates reliability model
assumptions. You may want to check item codings.

Scale Statistics

Mean Variance Std. Deviation N of Items

18.90 .152 .389 4

2. Sikap Konsumen

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 100 100.0

Excludeda 0 .0

Total 100 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

Cronbach's
Alpha Based on
Cronbach's Standardized
Alpha Items N of Items
 .429 .467 5

Item Statistics

Mean Std. Deviation N

KOGNITIF1 4.05 .219 100

KOGNITIF2 4.05 .219 100
AFEKTIF1 4.06 .239 100
AFEKTIF2 4.07 .256 100
KONITIF 4.14 .349 100

Inter-Item Correlation Matrix

KOGNITIF1 KOGNITIF2 AFEKTIF1 AFEKTIF2 KONITIF

KOGNITIF1 1.000 1.000 -.058 -.063 -.093

KOGNITIF2 1.000 1.000 -.058 -.063 -.093
AFEKTIF1 -.058 -.058 1.000 .426 .262
AFEKTIF2 -.063 -.063 .426 1.000 .228
KONITIF -.093 -.093 .262 .228 1.000

Item-Total Statistics

Corrected Item- Squared Cronbach's

Scale Mean if Scale Variance Total Multiple Alpha if Item
Item Deleted if Item Deleted Correlation Correlation Deleted

KOGNITIF1 16.32 .402 .247 . .363

KOGNITIF2 16.32 .402 .247 . .363
AFEKTIF1 16.31 .378 .285 . .333
AFEKTIF2 16.30 .374 .251 . .354
KONITIF 16.23 .341 .138 . .477

Scale Statistics

Mean Variance Std. Deviation N of Items

20.37 .518 .720 5

 3. Loyalitas Pelanggan

Scale: ALL VARIABLES

Case Processing Summary

N %

Cases Valid 163 100.0

Excludeda 0 .0

Total 163 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics

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

.473 .444 3

Item Statistics

Mean Std. Deviation N

Purchase 4.07 .252 163

Retention 4.06 .229 163
Reelalls 4.04 .189 163

Inter-Item Correlation Matrix

Purchase Retention Reelalls

Purchase 1.000 .470 .207

Retention .470 1.000 -.047
Reelalls .207 -.047 1.000

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

Purchase 8.09 .084 .507 .274 -.097a

Retention 8.10 .119 .318 .243 .332
Reelalls 8.12 .170 .100 .070 .638

a. The value is negative due to a negative average covariance among items. This violates reliability
model assumptions. You may want to check item codings.

Scale Statistics

Mean Variance Std. Deviation N of Items

12.16 .221 .470 3