Descriptives

Descriptive Statistics
N
Tangible
Reliability
Responsiveness
Assurance
Empathy
Kualitas Pelayanan
Identitas Perusahaan
Reputasi
Citra Perusahaan
Fitur Produk dan Jasa
Emosi Pelanggan
Atribusi
Keberhasilan/Kegagalan
Kepuasan Pasien
Kemampuan memberikan
kepuasan
Kesetiaan pelanggan
Loyalitas Pasien
Valid N (listwise)

Minimum

Maximum

Mean

Std. Deviation

100
100
100
100
100
100
100
100
100
100
100

2.60
2.40
2.40
2.40
2.40
2.68
2.60
2.40
2.60
2.00
2.00

5.00
5.00
5.00
5.00
5.00
5.00
5.00
5.00
5.00
5.00
5.00

4.2700
4.1680
4.1580
4.1060
4.0120
4.1428
4.1260
3.9280
4.0270
3.9700
3.9750

.60193
.60350
.65214
.57099
.59208
.53231
.53459
.56176
.50610
.59382
.62915

100

2.00

5.00

4.0750

.58765

100

2.17

5.00

4.0067

.53125

100

2.67

5.00

4.1667

.48893

100
100

3.00
3.00

5.00
5.00

4.1550
4.1608

.51097
.45969

100

Frequencies
Frequency Table
Jenis Kelamin

Valid

Pria
Wanita
Total

Frequency
34
66
100

Percent
34.0
66.0
100.0

Valid Percent
34.0
66.0
100.0

Cumulative
Percent
34.0
100.0

Usia

Valid

< 25 tahun
26 - 34 tahun
35 - 45 tahun
> 45 tahun
Total

Frequency
25
31
22
22
100

Percent
25.0
31.0
22.0
22.0
100.0

Valid Percent
25.0
31.0
22.0
22.0
100.0

Cumulative
Percent
25.0
56.0
78.0
100.0

Pendidikan Terakhir

Valid

SD
SMP
SMA
Diploma
Sarjana
Total

Frequency
7
10
33
17
33
100

Percent
7.0
10.0
33.0
17.0
33.0
100.0

Valid Percent
7.0
10.0
33.0
17.0
33.0
100.0

Cumulative
Percent
7.0
17.0
50.0
67.0
100.0

Status Pasien

Valid

Umum
Askes
Jamkesos
BSM
Gakin
Lainnya
Total

Frequency
63
3
18
7
3
6
100

Percent
63.0
3.0
18.0
7.0
3.0
6.0
100.0

Valid Percent
63.0
3.0
18.0
7.0
3.0
6.0
100.0

Cumulative
Percent
63.0
66.0
84.0
91.0
94.0
100.0

Regression Weights: (Group number 1 - Default model)

X1.1
X1.2
X1.3
X1.4
X1.5

<--<--<--<--<---

Kualitas_Pelayanan
Kualitas_Pelayanan
Kualitas_Pelayanan
Kualitas_Pelayanan
Kualitas_Pelayanan

Estimate
1.000
1.173
1.281
1.092
1.029

S.E.

C.R.

P Label

.120
.130
.114
.121

9.742
9.868
9.559
8.504

*** par_1
*** par_2
*** par_3
*** par_4

Standardized Regression Weights: (Group number 1 - Default model)

X1.1
X1.2
X1.3
X1.4
X1.5

<--<--<--<--<---

Kualitas_Pelayanan
Kualitas_Pelayanan
Kualitas_Pelayanan
Kualitas_Pelayanan
Kualitas_Pelayanan

Estimate
.766
.895
.905
.882
.801

Variances: (Group number 1 - Default model)

Kualitas_Pelayanan
e1
e2
e3
e4
e5

Estimate
.210
.148
.071
.076
.072
.124

S.E.
.047
.023
.014
.016
.013
.020

C.R.
4.431
6.373
5.086
4.852
5.361
6.194

P Label
*** par_5
*** par_6
*** par_7
*** par_8
*** par_9
*** par_10

HASIL AMOS MODEL AWAL

Modification Indices (Group number 1 - Default model)

Covariances: (Group number 1 - Default model)

e12
e12
e10
e4
e2
e1
e1

<-->
<-->
<-->
<-->
<-->
<-->
<-->

M.I.
Kualitas_Pelayanan 4.075
z1
10.576
e11
4.619
e5
16.377
e5
5.423
e5
4.181
e2
4.401

Par Change
.028
-.042
.019
.044
-.026
-.031
.026

Model Fit Summary

CMIN

Model
Default model
Saturated model
Independence model

NPAR
30
78
12

CMIN
74.940
.000
930.525

DF
48
0
66

P
.008

CMIN/DF
1.561

.000

14.099

RMR, GFI

Model
Default model
Saturated model
Independence model
Baseline Comparisons

RMR
.016
.000
.169

GFI
.886
1.000
.230

AGFI
.814

PGFI
.545

.090

.195

Model
Default model
Saturated model
Independence model

NFI
Delta1
.919
1.000
.000

RFI
rho1
.889

IFI
Delta2
.969
1.000
.000

.000

TLI
rho2
.957
.000

CFI
.969
1.000
.000

Parsimony-Adjusted Measures

Model
Default model
Saturated model
Independence model

PRATIO
.727
.000
1.000

PNFI
.669
.000
.000

PCFI
.705
.000
.000

NCP
26.940
.000
864.525

LO 90
7.341
.000
769.645

NCP

Model
Default model
Saturated model
Independence model

HI 90
54.471
.000
966.832

FMIN

Model
Default model
Saturated model
Independence model

FMIN
.757
.000
9.399

F0
.272
.000
8.733

LO 90
.074
.000
7.774

HI 90
.550
.000
9.766

RMSEA

Model
Default model
Independence model

RMSEA
.075
.364

LO 90
.039
.343

HI 90
.107
.385

AIC
134.940
156.000
954.525

BCC
144.010
179.581
958.153

PCLOSE
.109
.000

AIC

Model
Default model
Saturated model
Independence model

BIC
213.095
359.203
985.787

CAIC
243.095
437.203
997.787

ECVI

Model
Default model
Saturated model
Independence model

ECVI
1.363
1.576
9.642

LO 90
1.165
1.576
8.683

HI 90
1.641
1.576
10.675

HOELTER

Model
Default model
Independence model

HOELTER
.05
87
10

HOELTER
.01
98
11

MECVI
1.455
1.814
9.678

HASIL AMOS SETELAH MODIFIKASI

Analysis Summary
Date and Time

Date: Tuesday, September 24, 2013

Time: 8:37:32
Title

gambar amos: Tuesday, September 24, 2013 8:37 AM

Groups
Group number 1 (Group number 1)
Notes for Group (Group number 1)

The model is recursive.

Sample size = 100

Variable Summary (Group number 1)

Your model contains the following variables (Group number 1)

Observed, endogenous variables

X1.1
X1.2
X1.3
X1.4
X1.5
Y1.1
Y1.2
Y1.3
Z1.1
Z1.2
X2.1
X2.2
Unobserved, endogenous variables
Kepuasan
Loyalitas

Unobserved, exogenous variables

Kualitas_Pelayanan
e1
e2
e3
e4
e5
e8
e9
e10
e11
e12
Citra_Perusahaan
e6
e7
z1
z2
Variable counts (Group number 1)

Number of
model:
Number of
variables:
Number of
variables:
Number of
variables:
Number of
variables:

variables in your

30

observed

12

unobserved

18

exogenous

16

endogenous

14

Parameter Summary (Group number 1)

Fixed
Labeled
Unlabel
ed
Total

Weights Covariances Variances Means Intercepts

18
0
0
0
0
0
0
0
0
0
13

16

31

31

16

49

Assessment of normality (Group number 1)

Variable
X2.2
X2.1
Z1.2
Z1.1
Y1.3
Y1.2
Y1.1
X1.5
X1.4
X1.3
X1.2
X1.1
Multivaria
te

Total
18
0

min
2.400
2.600
3.000
2.667
2.000
2.000
2.000
2.400
2.400
2.400
2.400
2.600

max
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000
5.000

skew
-.224
-.327
-.191
-.309
-.743
-.731
-.284
-.294
-.692
-.896
-.657
-.723

c.r. kurtosis
c.r.
-.916
.351
.717
-1.334
.022
.044
-.782
-.030 -.062
-1.261
.430
.878
-3.035
1.234 2.519
-2.985
.687 1.403
-1.159
.783 1.599
-1.198
-.271 -.554
-2.826
.537 1.095
-3.657
.323
.659
-2.683
-.060 -.122
-2.954
.031
.064
20.744 5.658

Observations farthest from the centroid (Mahalanobis distance) (Group number 1)

Observation
number
27
87
68
67
17
38
11
25
35
91
33
51
32
8
34
98
55
54
66
21
69
60
77
19
14
48
15
61
56
10
47
23
45
53
65
26
78
89
63
24
37
12
83
49
18
80
1

Mahalanobis dsquared
35.229
29.841
28.074
25.716
24.519
24.097
23.678
22.264
21.925
21.832
20.854
19.735
19.235
19.226
18.522
18.443
18.018
17.995
17.853
17.626
17.448
17.199
16.420
15.401
15.350
15.145
14.810
14.378
14.372
14.031
14.006
13.842
13.825
13.574
12.920
12.543
12.387
12.286
12.153
12.067
11.732
11.671
11.661
11.587
11.480
11.407
11.301

p1

p2

.000
.003
.005
.012
.017
.020
.022
.035
.038
.039
.053
.072
.083
.083
.101
.103
.115
.116
.120
.128
.134
.142
.173
.220
.223
.234
.252
.277
.278
.299
.300
.311
.312
.329
.375
.403
.415
.423
.433
.440
.467
.472
.473
.479
.488
.494
.503

.042
.036
.017
.031
.030
.015
.008
.023
.015
.006
.016
.057
.071
.038
.076
.050
.065
.038
.029
.027
.022
.023
.087
.354
.292
.301
.376
.513
.428
.527
.454
.460
.385
.442
.729
.837
.846
.834
.836
.819
.895
.875
.833
.813
.807
.785
.778

Observation
number
30
46
28
44
58
93
13
57
72
16
52
4
71
40
5
85
29
3
84
100
9
97
82
39
90
99
95
50
75
70
7
81
41
2
94
76
43
92
86
22
96
31
73
62
59
88
74

Mahalanobis dsquared
11.233
11.150
11.082
11.056
10.658
10.538
10.346
10.203
10.185
10.071
10.030
9.922
9.638
9.633
9.390
9.074
9.039
8.739
8.602
8.602
8.408
7.995
7.992
7.868
7.822
7.711
7.614
7.447
7.432
7.367
6.857
6.849
6.634
6.564
6.376
6.216
5.997
5.917
5.668
5.644
5.457
5.338
5.074
4.996
4.960
4.505
4.241

p1

p2

.509
.516
.522
.524
.558
.569
.586
.598
.600
.610
.613
.623
.648
.648
.669
.697
.700
.725
.737
.737
.753
.786
.786
.795
.799
.807
.815
.827
.828
.832
.867
.867
.881
.885
.896
.905
.916
.920
.932
.933
.941
.946
.955
.958
.959
.973
.979

.752
.733
.705
.650
.809
.812
.848
.861
.820
.821
.785
.783
.864
.817
.875
.938
.919
.961
.965
.945
.961
.991
.984
.985
.979
.978
.976
.981
.969
.960
.994
.989
.993
.991
.993
.994
.996
.994
.997
.993
.994
.992
.995
.991
.979
.994
.994

Observation
number
36
64
79
42
6
20

Mahalanobis dp1
p2
squared
4.138 .981
.987
3.331 .993
.999
3.158 .994
.997
2.972 .996
.991
1.832 1.000
.999
.755 1.000 1.000

Models
Default model (Default model)
Notes for Model (Default model)
Computation of degrees of freedom (Default model)

Number of distinct sample moments:

Number of distinct parameters to be
estimated:
Degrees of freedom (78 - 31):

78
31
47

Result (Default model)

Minimum was achieved

Chi-square = 55.936
Degrees of freedom = 47
Probability level = .174
Group number 1 (Group number 1 - Default model)
Estimates (Group number 1 - Default model)
Scalar Estimates (Group number 1 - Default model)
Maximum Likelihood Estimates
Regression Weights: (Group number 1 - Default model)

Estimate S.E.
Kepuas
an
Kepuas
an
Loyalita
s
Loyalita
s
Loyalita
s
X1.1
X1.2
X1.3
X1.4
X1.5
Y1.1
Y1.2
Y1.3

<-<-<-<-<-<-<-<-<-<-<-<-<--

Kualitas_Pelaya
nan
Citra_Perusaha
an

P Label
.
.322 .125 2.587
010
.
.424 .141 2.995
003

Kepuasan

.422 .116 3.628 ***

Citra_Perusaha
an
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan

C.R.

.
003
.
.236 .101 2.340
019
.370 .123 3.007

1.000
10.28
***
4
10.20
1.259 .123
***
0
1.173 .114

1.042 .110 9.481 ***

.955 .118 8.083 ***

Kepuasan

1.000

Kepuasan

1.153 .147 7.846 ***

Kepuasan

1.206 .141 8.570 ***

Estimate S.E.
Z1.1
Z1.2
X2.1
X2.2

<-<-<-<--

Loyalitas
Loyalitas
Citra_Perusaha
an
Citra_Perusaha
an

C.R.

P Label

1.000
.823 .096 8.561 ***
1.000
1.087 .130 8.332 ***

Standardized Regression Weights: (Group number 1 - Default model)

Estimate
Kepuas
an
Kepuas
an
Loyalita
s
Loyalita
s
Loyalita
s
X1.1
X1.2
X1.3
X1.4
X1.5
Y1.1
Y1.2
Y1.3
Z1.1
Z1.2
X2.1
X2.2

<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<-<--

Kualitas_Pelaya
nan
Citra_Perusaha
an
Kepuasan

.344
.425
.404

Citra_Perusaha
an
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan
Kualitas_Pelaya
nan

.356
.242
.780
.912
.906
.856
.757

Kepuasan

.740

Kepuasan

.805

Kepuasan

.901

Loyalitas

.937

Loyalitas

.737

Citra_Perusaha
an
Citra_Perusaha
an

.825
.854

Variances: (Group number 1 - Default model)

Kualitas_Pelayanan
Citra_Perusahaan
z1
z2
e1
e2
e3
e4
e5
e8

Estimate
.218
.193
.097
.048
.141
.061
.075
.086
.148
.158

S.E.
.048
.042
.026
.017
.022
.013
.016
.015
.023
.026

C.R.
4.548
4.623
3.780
2.838
6.298
4.591
4.766
5.685
6.320
5.993

P Label
*** par_16
*** par_17
*** par_18
.005 par_19
*** par_20
*** par_21
*** par_22
*** par_23
*** par_24
*** par_25

e9
e10
e11
e12
e6
e7

Estimate
.138
.064
.029
.118
.090
.085

S.E.
.026
.019
.015
.019
.021
.023

C.R.
5.373
3.353
1.913
6.061
4.254
3.636

P Label
*** par_26
*** par_27
.056 par_28
*** par_29
*** par_30
*** par_31

Standardized Total Effects (Group number 1 - Default model)

Citra_Perusahaa Kualitas_Pelayana
Kepuasan Loyalitas
n
n
Kepuas
an
Loyalita
s
X2.2
X2.1
Z1.2
Z1.1
Y1.3
Y1.2
Y1.1
X1.5
X1.4
X1.3
X1.2
X1.1

.425

.344

.000

.000

.528

.381

.404

.000

.854
.825
.389
.495
.383
.342
.315
.000
.000
.000
.000
.000

.000
.000
.281
.357
.310
.277
.255
.757
.856
.906
.912
.780

.000
.000
.298
.379
.901
.805
.740
.000
.000
.000
.000
.000

.000
.000
.737
.937
.000
.000
.000
.000
.000
.000
.000
.000

Standardized Direct Effects (Group number 1 - Default model)

Citra_Perusahaa Kualitas_Pelayana
Kepuasan Loyalitas
n
n
Kepuas
an
Loyalita
s
X2.2
X2.1
Z1.2
Z1.1
Y1.3
Y1.2
Y1.1
X1.5
X1.4
X1.3
X1.2
X1.1

.425

.344

.000

.000

.356

.242

.404

.000

.854
.825
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

.000
.000
.000
.000
.000
.000
.000
.757
.856
.906
.912
.780

.000
.000
.000
.000
.901
.805
.740
.000
.000
.000
.000
.000

.000
.000
.737
.937
.000
.000
.000
.000
.000
.000
.000
.000

Standardized Indirect Effects (Group number 1 - Default model)

Citra_Perusahaa Kualitas_Pelayana
Kepuasan Loyalitas
n
n
Kepuas
an
Loyalita
s
X2.2
X2.1
Z1.2
Z1.1
Y1.3

.000

.000

.000

.000

.172

.139

.000

.000

.000
.000
.389
.495
.383

.000
.000
.281
.357
.310

.000
.000
.298
.379
.000

.000
.000
.000
.000
.000

Y1.2
Y1.1
X1.5
X1.4
X1.3
X1.2
X1.1

Citra_Perusahaa Kualitas_Pelayana
Kepuasan Loyalitas
n
n
.342
.277
.000
.000
.315
.255
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000
.000

Model Fit Summary

CMIN

Model
Default model
Saturated model
Independence
model

NPAR
31
78

CMIN
55.936
.000

DF
P CMIN/DF
47 .174
1.190
0

12 930.525

66 .000

14.099

RMR, GFI

Model
Default model
Saturated model
Independence
model

RMR
GFI
.017 .916
.000 1.000

AGFI
.916

PGFI
.552

.169

.090

.195

.230

Baseline Comparisons

Model
Default model
Saturated model
Independence
model

NFI
Delta1
.940
1.000
.000

RFI
IFI
rho1 Delta2
.916
.990
1.000

TLI
rho2
.985

.000

.000

.000

Parsimony-Adjusted Measures

Model
Default model
Saturated model
Independence
model

PRATIO
.712
.000

PNFI
.669
.000

PCFI
.705
.000

1.000

.000

.000

NCP

Model
Default model
Saturated model
Independence
model

NCP
8.936
.000

LO 90
.000
.000

HI 90
31.864
.000

864.525 769.645 966.832

FMIN

Model
Default model
Saturated model
Independence
model
RMSEA

FMIN
.565
.000

F0 LO 90
.090
.000
.000
.000

HI 90
.322
.000

9.399 8.733 7.774 9.766

CFI
.990
1.000
.000

Model
Default model
Independence
model

RMSEA LO 90 HI 90 PCLOSE
.044
.000 .083
.565
.364

.343

.385

.000

AIC

Model
Default model
Saturated model
Independence
model

AIC
BCC
BIC
CAIC
117.936 127.309 198.697 229.697
156.000 179.581 359.203 437.203
954.525 958.153 985.787 997.787

ECVI

Model
Default model
Saturated model
Independence
model

ECVI LO 90
1.191 1.101
1.576 1.576

HI 90
1.423
1.576

MECVI
1.286
1.814

9.642 8.683 10.675

9.678

HOELTER

HOELTER HOELTER
.05
.01
114
129

Model
Default model
Independence
model

10

Execution time summary

Minimizatio
n:
Miscellaneo
us:
Bootstrap:
Total:

.000
1.373
.000
1.373

11