Reliability

Case Processing Summary

N
Cases

Valid
Excludeda
Total

100
0
100

%
100.0
.0
100.0

a. Listwise deletion based on all

variables in the procedure.
Reliability Statistics
Cronbach's
Alpha
.887

N of Items
4
Item Statistics

Mean
3.74
3.61
3.59
3.67

x1.1
x1.2
x1.3
x1.4

Std. Deviation
.733
.840
1.065
.805

N
100
100
100
100

Item-Total Statistics

x1.1
x1.2
x1.3
x1.4

Scale Mean if
Item Deleted
10.87
11.00
11.02
10.94

Scale
Variance if
Item Deleted
6.316
5.414
4.363
4.986

Corrected
Item-Total
Correlation
.590
.745
.794
.944

Scale Statistics
Mean
14.61

Variance
9.028

Std. Deviation
3.005

N of Items
4

Cronbach's
Alpha if Item
Deleted
.910
.858
.850
.785

Reliability
Case Processing Summary
N
Cases

Valid
Excludeda
Total

100
0
100

%
100.0
.0
100.0

a. Listwise deletion based on all

variables in the procedure.
Reliability Statistics
Cronbach's
Alpha
.716

N of Items
3
Item Statistics

Mean
3.75
3.80
3.91

x2.1
x2.2
x2.3

Std. Deviation
.809
.888
1.120

N
100
100
100

Item-Total Statistics

x2.1
x2.2
x2.3

Scale Mean if
Item Deleted
7.71
7.66
7.55

Scale
Variance if
Item Deleted
2.955
2.550
2.351

Corrected
Item-Total
Correlation
.558
.643
.453

Scale Statistics
Mean
11.46

Variance
5.160

Std. Deviation
2.272

N of Items
3

Cronbach's
Alpha if Item
Deleted
.618
.503
.773

Reliability
Case Processing Summary
N
Cases

Valid
Excludeda
Total

100
0
100

%
100.0
.0
100.0

a. Listwise deletion based on all

variables in the procedure.
Reliability Statistics
Cronbach's
Alpha
.888

N of Items
3
Item Statistics

Mean
3.39
3.28
3.12

y1.1
y1.2
y1.3

Std. Deviation
1.091
1.074
1.200

N
100
100
100

Item-Total Statistics

y1.1
y1.2
y1.3

Scale Mean if
Item Deleted
6.40
6.51
6.67

Scale
Variance if
Item Deleted
4.505
4.414
4.143

Corrected
Item-Total
Correlation
.774
.823
.757

Scale Statistics
Mean
9.79

Variance
9.279

Std. Deviation
3.046

N of Items
3

Cronbach's
Alpha if Item
Deleted
.849
.808
.869

Reliability
Case Processing Summary
N
Cases

Valid
Excludeda
Total

100
0
100

%
100.0
.0
100.0

a. Listwise deletion based on all

variables in the procedure.
Reliability Statistics
Cronbach's
Alpha
.726

N of Items
3
Item Statistics

Mean
3.51
3.39
3.43

y2.1
y2.2
y2.3

Std. Deviation
.859
.984
.998

N
100
100
100

Item-Total Statistics

y2.1
y2.2
y2.3

Scale Mean if
Item Deleted
6.82
6.94
6.90

Scale
Variance if
Item Deleted
2.796
2.380
2.758

Corrected
Item-Total
Correlation
.592
.621
.447

Scale Statistics
Mean
10.33

Variance
5.233

Std. Deviation
2.288

N of Items
3

Cronbach's
Alpha if Item
Deleted
.596
.544
.764

Regression
Variables Entered/Removedb
Model
1

Variables
Entered
Penangan
an
komplain,
Citra a
merek

Variables
Removed

Method

Enter

a. All requested variables entered.

b. Dependent Variable: Kepercayaan
Model Summary
Model
1

R
.511a

R Square
.261

Adjusted
R Square
.246

Std. Error of
the Estimate
2.665

a. Predictors: (Constant), Penanganan komplain, Citra

merek
ANOVAb
Model
1

Regression
Residual
Total

Sum of
Squares
243.669
689.081
932.750

df
2
97
99

Mean Square
121.835
7.104

F
17.150

Sig.
.000a

a. Predictors: (Constant), Penanganan komplain, Citra merek

b. Dependent Variable: Kepercayaan
Coefficientsa

Model
1

(Constant)
Citra merek
Penanganan komplain

Unstandardized
Coefficients
B
Std. Error
.443
1.658
.193
.094
.566
.124

a. Dependent Variable: Kepercayaan

Standardized
Coefficients
Beta
.189
.419

t
.267
2.050
4.552

Sig.
.790
.043
.000

Regression
Variables Entered/Removedb
Model
1

Variables
Entered
Kepercaya
an, Citra
merek,
Penangan
an
a
komplain

Variables
Removed

Method

Enter

a. All requested variables entered.

b. Dependent Variable: Loyalitas Pelanggan
Model Summaryb
Model
1

R
.743a

R Square
.553

Adjusted
R Square
.539

Std. Error of
the Estimate
1.554

a. Predictors: (Constant), Kepercayaan, Citra merek,

Penanganan komplain
b. Dependent Variable: Loyalitas Pelanggan
ANOVAb
Model
1

Regression
Residual
Total

Sum of
Squares
286.357
231.753
518.110

df

Mean Square
95.452
2.414

3
96
99

F
39.540

Sig.
.000a

a. Predictors: (Constant), Kepercayaan, Citra merek, Penanganan komplain

b. Dependent Variable: Loyalitas Pelanggan
Coefficientsa

Model
1

(Constant)
Citra merek
Penanganan komplain
Kepercayaan

Unstandardized
Coefficients
B
Std. Error
1.076
.967
.201
.056
.291
.080
.306
.059

a. Dependent Variable: Loyalitas Pelanggan

Standardized
Coefficients
Beta
.264
.289
.410

t
1.113
3.584
3.646
5.164

Sig.
.269
.001
.000
.000

Collinearity Statistics
Tolerance
VIF
.862
.741
.739

1.160
1.350
1.354

N
o
rm
a
lD
-0e
P
P
l
o
t
f
R
e
g
r
e
s
i
o
n
S
t
a
n
d
a
r
d
i
z
e
d
R
e
s
i
d
u
a
l
p
n
d
e
n
t
V
a
r
i
b
l
e
:
L
o
y
a
l
i
t
s
P
e
l
a
n
g
a
n
1
..8
0
0
.6

R
egrsionS
tudentizedR
esidual ExpectdC
um
Prob

Charts

.0
0
4
.0
2
.0
.0
.2
0
4
0
.6
0
.81
.0
O
b
s
e
r.v
d
C
u
m
P
ro
b

S
c
a
t
e
r
p
l
o
t
D
e
p
n
d
e
n
t
V
a
r
i
b
l
e
:
L
o
y
a
l
i
t
s
P
e
l
a
n
g
a
n
2
0

--2
4-3-2
1
23
R
e
g
rs
i-o
n
S
ta
n
d
a
r0iz
e
d
P
re
d
ic
t1e
d
V
a
lu
e