Scribd Logo
Upload

Welcome to Scribd!

  • Pretest Pengaruh Pengalaman Pelanggan Berhubungan Dengan Call Center Terhadap Loyalitas Merek Ditinjau Dari Penilaian Pelanggan Pengguna Kartu Simpati PT Telkomsel

    Uploaded by

    kholil ahmad
    194 views18 pages
    Kholil Ahmad (0901320349), The influence of voice-to-voice Customer’s experiential encounter to Brand Loyalty in customer simPATI PT Telkomsel point of view, xiii +125 pages + 18 figures + 31 tables + 53 Bibliographies (1969 – 2006) + 3 attachments. Call center officer or known as customer contact representative (CCR) plays a very important role as the link between company and its customer. Customer often perceived organization’s overall service quality based on their interaction experience with customer contact representatives (CCR). That means that every service encounter could provide a chance for the company to prove its potential as a good quality service provider and could enhance customer loyalty. The objective of this research was to find the relationship between customer experiences in interacting with call center officer with the assessment of overall service quality and brand loyalty. To measure the customer’s experience in interacting with call center officer through a voice to voice encounter, this research adapted four model measurements from Arjen Burgers, et al, which were: Adaptive ness, Assurance, Empathy and Authority. The research used literature study and survey method in form of questioner to collect primary data. The populations of this research were simPATI card users, aged 18-35 years old, live in Depok and ever had a voice to voice encounter with call center officer, at least one time. The number of sample taken for this research was 100 respondents and used the non-probability purposive sampling Factor analysis, simple and multiple regression techniques were used to analize the data. This research found out that customer experience in interacting with call center officer via its dimension “Authority” had a significant and positive impact on the perceived over all service quality. Moreover, the other dimensions, such as: Adaptive ness, Assurance and empathy were not significantly influenced the formation of perceived overall service quality.. It also found out that overall service quality had a positive and significant impact on brand loyalty as well. It was proved that customer experiences in interacting with call center officer was indirectly influenced to the formation of brand loyalty. Customer experiences in interacting with call center officer, especially its authority dimension were influenced the excellence over all service quality. Then, perceived excellence overall service quality was directly influenced the formation of brand loyalty.

    Original Title

    PRETEST PENGARUH PENGALAMAN PELANGGAN BERHUBUNGAN DENGAN CALL CENTER TERHADAP LOYALITAS MEREK DITINJAU DARI PENILAIAN PELANGGAN PENGGUNA KARTU SIMPATI PT TELKOMSEL

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    Kholil Ahmad (0901320349), The influence of voice-to-voice Customer’s experiential encounter to Brand Loyalty in customer simPATI PT Telkomsel point of view, xiii +125 pages + 18 figures + 31 tables + 53 Bibliographies (1969 – 2006) + 3 attachments. Call center officer or known as customer contact representative (CCR) plays a very important role as the link between company and its customer. Customer often perceived organization’s overall service quality based on their interaction experience with customer contact representatives (CCR). That means that every service encounter could provide a chance for the company to prove its potential as a good quality service provider and could enhance customer loyalty. The objective of this research was to find the relationship between customer experiences in interacting with call center officer with the assessment of overall service quality and brand loyalty. To measure the customer’s experience in interacting with call center officer through a voice to voice encounter, this research adapted four model measurements from Arjen Burgers, et al, which were: Adaptive ness, Assurance, Empathy and Authority. The research used literature study and survey method in form of questioner to collect primary data. The populations of this research were simPATI card users, aged 18-35 years old, live in Depok and ever had a voice to voice encounter with call center officer, at least one time. The number of sample taken for this research was 100 respondents and used the non-probability purposive sampling Factor analysis, simple and multiple regression techniques were used to analize the data. This research found out that customer experience in interacting with call center officer via its dimension “Authority” had a significant and positive impact on the perceived over all service quality. Moreover, the other dimensions, such as: Adaptive ness, Assurance and empathy were not significantly influenced the formation of perceived overall service quality.. It also found out that overall service quality had a positive and significant impact on brand loyalty as well. It was proved that customer experiences in interacting with call center officer was indirectly influenced to the formation of brand loyalty. Customer experiences in interacting with call center officer, especially its authority dimension were influenced the excellence over all service quality. Then, perceived excellence overall service quality was directly influenced the formation of brand loyalty.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    194 views18 pages

    Pretest Pengaruh Pengalaman Pelanggan Berhubungan Dengan Call Center Terhadap Loyalitas Merek Ditinjau Dari Penilaian Pelanggan Pengguna Kartu Simpati PT Telkomsel

    Uploaded by

    kholil ahmad
    Kholil Ahmad (0901320349), The influence of voice-to-voice Customer’s experiential encounter to Brand Loyalty in customer simPATI PT Telkomsel point of view, xiii +125 pages + 18 figures + 31 tables + 53 Bibliographies (1969 – 2006) + 3 attachments. Call center officer or known as customer contact representative (CCR) plays a very important role as the link between company and its customer. Customer often perceived organization’s overall service quality based on their interaction experience with customer contact representatives (CCR). That means that every service encounter could provide a chance for the company to prove its potential as a good quality service provider and could enhance customer loyalty. The objective of this research was to find the relationship between customer experiences in interacting with call center officer with the assessment of overall service quality and brand loyalty. To measure the customer’s experience in interacting with call center officer through a voice to voice encounter, this research adapted four model measurements from Arjen Burgers, et al, which were: Adaptive ness, Assurance, Empathy and Authority. The research used literature study and survey method in form of questioner to collect primary data. The populations of this research were simPATI card users, aged 18-35 years old, live in Depok and ever had a voice to voice encounter with call center officer, at least one time. The number of sample taken for this research was 100 respondents and used the non-probability purposive sampling Factor analysis, simple and multiple regression techniques were used to analize the data. This research found out that customer experience in interacting with call center officer via its dimension “Authority” had a significant and positive impact on the perceived over all service quality. Moreover, the other dimensions, such as: Adaptive ness, Assurance and empathy were not significantly influenced the formation of perceived overall service quality.. It also found out that overall service quality had a positive and significant impact on brand loyalty as well. It was proved that customer experiences in interacting with call center officer was indirectly influenced to the formation of brand loyalty. Customer experiences in interacting with call center officer, especially its authority dimension were influenced the excellence over all service quality. Then, perceived excellence overall service quality was directly influenced the formation of brand loyalty.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 18

    Lampiran output Pretest

    Descriptives

    Descriptive Statistics

    N Minimum Maximum Mean Std. Deviation


    adaptiveness_1 30 2.00 7.00 4.7000 1.34293
    adaptiveness_2 30 3.00 7.00 5.4333 .93526
    adaptiveness_3 30 3.00 7.00 5.4333 1.00630
    adaptiveness_4 30 3.00 7.00 5.5333 1.00801
    adaptiveness_5 30 1.00 7.00 5.0333 1.40156
    adaptiveness_6 30 2.00 7.00 5.1000 1.42272
    adaptiveness_7 30 2.00 7.00 4.9000 1.09387
    adaptiveness_8 30 2.00 6.00 4.8000 1.27035
    Adaptiveness_9 30 2.00 7.00 4.5333 1.40770
    Adaptiveness_10 30 1.00 7.00 4.6667 1.42232
    Adaptiveness_11 30 2.00 7.00 4.7333 1.38796
    assurance_1 30 4.00 7.00 5.7333 .86834
    assurance_2 30 2.00 7.00 4.8667 1.35782
    assurance_3 30 2.00 6.00 4.5667 1.22287
    Assurance_4 30 1.00 6.00 4.3333 1.21296
    emphaty_1 30 4.00 7.00 5.2333 .89763
    empathy_2 30 1.00 7.00 4.8333 1.68325
    empathy_3 30 2.00 6.00 4.6333 1.29943
    empathy_4 30 1.00 7.00 3.9667 1.47352
    empathy_5 30 1.00 6.00 4.7333 1.41259
    empathy_6 30 1.00 6.00 4.7000 1.39333
    empathy_7 30 1.00 6.00 4.7000 1.44198
    Empathy_8 30 1.00 6.00 4.0000 1.57568
    Empathy_9 30 1.00 6.00 4.2667 1.70057
    authority_1 30 2.00 7.00 4.8333 1.44039
    authority_2 30 1.00 6.00 4.4667 1.50249
    Authority_3 30 2.00 7.00 4.7333 1.43679
    overallservqual_1 30 2.00 7.00 4.7000 1.48904
    overallservqual_2 30 2.00 7.00 4.7667 1.50134
    overallservqual_3 30 2.00 7.00 4.8000 1.39951
    overallservqual_4 30 1.00 7.00 4.2333 1.69550
    loyalitas_1 30 2.00 7.00 5.6667 1.39786
    loyalitas_2 30 2.00 7.00 5.4000 1.47625
    loyalitas_3 30 1.00 7.00 4.4667 1.56983
    loyalitas_4 30 1.00 7.00 4.3000 1.60065
    loyalitas_5 30 1.00 7.00 4.5000 1.63475
    Loyalitas_6 30 1.00 7.00 4.6667 1.82574
    Valid N (listwise) 30
    Reliability

    Warnings
    The space saver method is used. That is, the covariance matrix is not calculated or
    used in the analysis.

    Case Processing Summary

    N %
    Cases Valid 30 100.0
    Excludeda 0 .0
    Total 30 100.0
    a. Listwise deletion based on all
    variables in the procedure.

    Reliability Statistics

    Cronbach's
    Alpha N of Items
    .854 11

    Item-Total Statistics

    Scale Corrected Cronbach's


    Scale Mean if Variance if Item-Total Alpha if Item
    Item Deleted Item Deleted Correlation Deleted
    Zscore(adaptiveness_1) .0000000 42.879 .403 .852
    Zscore(adaptiveness_2) .0000000 40.597 .593 .837
    Zscore(adaptiveness_3) .0000000 38.996 .734 .826
    Zscore(adaptiveness_4) .0000000 41.879 .485 .846
    Zscore(adaptiveness_5) .0000000 43.212 .376 .854
    Zscore(adaptiveness_6) .0000000 43.324 .367 .855
    Zscore(adaptiveness_7) .0000000 43.365 .364 .855
    Zscore(adaptiveness_8) .0000000 40.537 .599 .837
    Zscore(Adaptiveness_9) .0000000 40.160 .631 .834
    Zscore(Adaptiveness_10) .0000000 39.664 .674 .831
    Zscore(Adaptiveness_11) .0000000 38.816 .750 .825
    Reliability

    Warnings
    The space saver method is used. That is, the covariance matrix is not calculated or
    used in the analysis.

    Case Processing Summary

    N %
    Cases Valid 30 100.0
    Excludeda 0 .0
    Total 30 100.0
    a. Listwise deletion based on all
    variables in the procedure.

    Reliability Statistics

    Cronbach's
    Alpha N of Items
    .631 4

    Item-Total Statistics

    Scale Corrected Cronbach's


    Scale Mean if Variance if Item-Total Alpha if Item
    Item Deleted Item Deleted Correlation Deleted
    Zscore(assurance_1) .0000000 5.246 .293 .642
    Zscore(assurance_2) .0000000 5.065 .338 .612
    Zscore(assurance_3) .0000000 4.313 .548 .457
    Zscore(Assurance_4) .0000000 4.553 .477 .512
    Reliability

    Warnings
    The space saver method is used. That is, the covariance matrix is not calculated or
    used in the analysis.

    Case Processing Summary

    N %
    Cases Valid 30 100.0
    Excludeda 0 .0
    Total 30 100.0
    a. Listwise deletion based on all
    variables in the procedure.

    Reliability Statistics

    Cronbach's
    Alpha N of Items
    .898 9

    Item-Total Statistics

    Scale Corrected Cronbach's


    Scale Mean if Variance if Item-Total Alpha if Item
    Item Deleted Item Deleted Correlation Deleted
    Zscore(emphaty_1) .0000000 40.453 .254 .917
    Zscore(empathy_2) .0000000 36.989 .550 .896
    Zscore(empathy_3) .0000000 35.971 .643 .889
    Zscore(empathy_4) .0000000 35.260 .709 .884
    Zscore(empathy_5) .0000000 34.251 .806 .876
    Zscore(empathy_6) .0000000 34.263 .804 .876
    Zscore(empathy_7) .0000000 34.671 .765 .879
    Zscore(Empathy_8) .0000000 34.955 .738 .881
    Zscore(Empathy_9) .0000000 34.949 .738 .881
    Reliability

    Warnings
    The space saver method is used. That is, the covariance matrix is not calculated or
    used in the analysis.

    Case Processing Summary

    N %
    Cases Valid 30 100.0
    Excludeda 0 .0
    Total 30 100.0
    a. Listwise deletion based on all
    variables in the procedure.

    Reliability Statistics

    Cronbach's
    Alpha N of Items
    .899 3

    Item-Total Statistics

    Scale Corrected Cronbach's


    Scale Mean if Variance if Item-Total Alpha if Item
    Item Deleted Item Deleted Correlation Deleted
    Zscore(authority_1) .0000000 3.429 .825 .834
    Zscore(authority_2) .0000000 3.389 .841 .820
    Zscore(Authority_3) .0000000 3.668 .736 .909
    Reliability

    Warnings
    The space saver method is used. That is, the covariance matrix is not calculated or
    used in the analysis.

    Case Processing Summary

    N %
    Cases Valid 30 100.0
    Excludeda 0 .0
    Total 30 100.0
    a. Listwise deletion based on all
    variables in the procedure.

    Reliability Statistics

    Cronbach's
    Alpha N of Items
    .922 4

    Item-Total Statistics

    Scale Corrected Cronbach's


    Scale Mean if Variance if Item-Total Alpha if Item
    Item Deleted Item Deleted Correlation Deleted
    Zscore(overallservqual_1)
    .0000000 7.461 .824 .897

    Zscore(overallservqual_2)
    .0000000 7.311 .860 .884
    Zscore(overallservqual_3)
    .0000000 7.687 .771 .915
    Zscore(overallservqual_4)
    .0000000 7.466 .823 .897
    Reliability

    Warnings
    The space saver method is used. That is, the covariance matrix is not calculated or
    used in the analysis.

    Case Processing Summary

    N %
    Cases Valid 30 100.0
    Excludeda 0 .0
    Total 30 100.0
    a. Listwise deletion based on all
    variables in the procedure.

    Reliability Statistics

    Cronbach's
    Alpha N of Items
    .838 6

    Item-Total Statistics

    Scale Corrected Cronbach's


    Scale Mean if Variance if Item-Total Alpha if Item
    Item Deleted Item Deleted Correlation Deleted
    Zscore(loyalitas_1) .0000000 14.660 .555 .824
    Zscore(loyalitas_2) .0000000 15.828 .388 .855
    Zscore(loyalitas_3) .0000000 14.310 .608 .813
    Zscore(loyalitas_4) .0000000 13.083 .806 .772
    Zscore(loyalitas_5) .0000000 13.195 .787 .776
    Zscore(Loyalitas_6) .0000000 14.573 .568 .821
    Factor Analysis

    KMO and Bartlett's Test


    Kaiser-Meyer-Olkin Measure of Sampling
    Adequacy. .730

    Bartlett's Test of Approx. Chi-Square 159.162


    Sphericity df 55
    Sig. .000

    Anti-image Matrices

    Zscore(adapZscore(adapZscore(adapZscore(adapZscore(adapZscore(adapZscore(adapZscore(adapZscore(AdapZscore(AdapZscore(Adap
    tiveness_1) tiveness_2) tiveness_3) tiveness_4) tiveness_5) tiveness_6) tiveness_7) tiveness_8) tiveness_9) tiveness_10)tiveness_11)
    Anti-image Covariance
    Zscore(adaptiveness_1) .561 -.107 -.040 -.060 .131 -.165 -.075 -.042 -.090 .073 .042
    Zscore(adaptiveness_2) -.107 .306 -.160 -.049 .067 -.057 -.108 .002 .052 .035 -.037
    Zscore(adaptiveness_3) -.040 -.160 .233 -.079 -.137 .073 .025 .032 -.034 -.079 .010
    Zscore(adaptiveness_4) -.060 -.049 -.079 .501 -.089 .085 .120 .075 .015 -.001 -.099
    Zscore(adaptiveness_5) .131 .067 -.137 -.089 .414 -.096 -.097 -.176 .039 .079 .046
    Zscore(adaptiveness_6) -.165 -.057 .073 .085 -.096 .644 .125 .036 .071 -.148 -.079
    Zscore(adaptiveness_7) -.075 -.108 .025 .120 -.097 .125 .745 .045 .040 -.059 -.090
    Zscore(adaptiveness_8) -.042 .002 .032 .075 -.176 .036 .045 .251 -.023 -.150 -.049
    Zscore(Adaptiveness_9) -.090 .052 -.034 .015 .039 .071 .040 -.023 .288 -.024 -.165
    Zscore(Adaptiveness_10) .073 .035 -.079 -.001 .079 -.148 -.059 -.150 -.024 .264 -.016
    Zscore(Adaptiveness_11) .042 -.037 .010 -.099 .046 -.079 -.090 -.049 -.165 -.016 .223
    Zscore(adaptiveness_1) .729a
    Anti-image Correlation -.258 -.110 -.113 .272 -.274 -.116 -.112 -.225 .190 .120
    Zscore(adaptiveness_2) -.258 .743a -.598 -.124 .188 -.129 -.227 .006 .175 .124 -.143
    Zscore(adaptiveness_3) -.110 -.598 .743a -.232 -.443 .190 .059 .134 -.132 -.321 .045
    Zscore(adaptiveness_4) -.113 -.124 -.232 .804a -.194 .149 .196 .211 .041 -.003 -.297
    Zscore(adaptiveness_5) .272 .188 -.443 -.194 .537a -.186 -.174 -.547 .113 .238 .151
    Zscore(adaptiveness_6) -.274 -.129 .190 .149 -.186 .637a .180 .089 .164 -.358 -.209
    Zscore(adaptiveness_7) -.116 -.227 .059 .196 -.174 .180 .720a .104 .086 -.132 -.221
    Zscore(adaptiveness_8) -.112 .006 .134 .211 -.547 .089 .104 .712a -.087 -.582 -.206
    Zscore(Adaptiveness_9) -.225 .175 -.132 .041 .113 .164 .086 -.087 .769a -.088 -.652
    Zscore(Adaptiveness_10) .190 .124 -.321 -.003 .238 -.358 -.132 -.582 -.088 .755a -.066
    Zscore(Adaptiveness_11) .120 -.143 .045 -.297 .151 -.209 -.221 -.206 -.652 -.066 .776a
    a. Measures of Sampling Adequacy(MSA)
    Communalities

    Initial Extraction
    Zscore(adaptiveness_1) 1.000 .676
    Zscore(adaptiveness_2) 1.000 .786
    Zscore(adaptiveness_3) 1.000 .842
    Zscore(adaptiveness_4) 1.000 .622
    Zscore(adaptiveness_5) 1.000 .847
    Zscore(adaptiveness_6) 1.000 .416
    Zscore(adaptiveness_7) 1.000 .235
    Zscore(adaptiveness_8) 1.000 .841
    Zscore(Adaptiveness_9) 1.000 .711
    Zscore(Adaptiveness_10) 1.000 .810
    Zscore(Adaptiveness_11) 1.000 .791
    Extraction Method: Principal Component Analysis.

    Total Variance Explained

    Initial Eigenvalues Extraction Sums of Squared Loadings


    Component Total % of Variance Cumulative % Total % of Variance Cumulative %
    1 4.654 42.306 42.306 4.654 42.306 42.306
    2 1.730 15.726 58.032 1.730 15.726 58.032
    3 1.195 10.859 68.892 1.195 10.859 68.892
    4 .884 8.037 76.928
    5 .873 7.939 84.867
    6 .482 4.383 89.249
    7 .409 3.715 92.964
    8 .310 2.819 95.783
    9 .214 1.943 97.727
    10 .133 1.213 98.939
    11 .117 1.061 100.000
    Extraction Method: Principal Component Analysis.
    Component Matrixa

    Component
    1 2 3
    Zscore(adaptiveness_1) .495 .546 -.365
    Zscore(adaptiveness_2) .673 .564 .128
    Zscore(adaptiveness_3) .800 .278 .353
    Zscore(adaptiveness_4) .590 .455 .258
    Zscore(adaptiveness_5) .474 -.367 .699
    Zscore(adaptiveness_6) .459 -.304 -.336
    Zscore(adaptiveness_7) .452 .159 .073
    Zscore(adaptiveness_8) .699 -.590 .068
    Zscore(Adaptiveness_9) .745 -.090 -.384
    Zscore(Adaptiveness_10) .767 -.463 -.080
    Zscore(Adaptiveness_11) .834 -.076 -.299
    Extraction Method: Principal Component Analysis.
    a. 3 components extracted.

    Factor Analysis

    KMO and Bartlett's Test


    Kaiser-Meyer-Olkin Measure of Sampling
    Adequacy. .525

    Bartlett's Test of Approx. Chi-Square 34.102


    Sphericity df 6
    Sig. .000

    Anti-image Matrices

    Zscore(ass Zscore(ass Zscore(ass Zscore(Ass


    urance_1) urance_2) urance_3) urance_4)
    Anti-image Covariance Zscore(assurance_1) .804 -.335 -.040 .021
    Zscore(assurance_2) -.335 .792 -.053 .008
    Zscore(assurance_3) -.040 -.053 .353 -.284
    Zscore(Assurance_4) .021 .008 -.284 .362
    Anti-image Correlation Zscore(assurance_1) .545a -.420 -.075 .039
    Zscore(assurance_2) -.420 .568a -.100 .016
    Zscore(assurance_3) -.075 -.100 .518a -.794
    Zscore(Assurance_4) .039 .016 -.794 .511a
    a. Measures of Sampling Adequacy(MSA)
    Communalities

    Initial Extraction
    Zscore(assurance_1) 1.000 .726
    Zscore(assurance_2) 1.000 .712
    Zscore(assurance_3) 1.000 .899
    Zscore(Assurance_4) 1.000 .902
    Extraction Method: Principal Component Analysis.

    Total Variance Explained

    Initial Eigenvalues Extraction Sums of Squared Loadings


    Component Total % of Variance Cumulative % Total % of Variance Cumulative %
    1 1.952 48.803 48.803 1.952 48.803 48.803
    2 1.288 32.189 80.993 1.288 32.189 80.993
    3 .561 14.037 95.030
    4 .199 4.970 100.000
    Extraction Method: Principal Component Analysis.

    Component Matrixa

    Component
    1 2
    Zscore(assurance_1) .444 .727
    Zscore(assurance_2) .501 .679
    Zscore(assurance_3) .883 -.345
    Zscore(Assurance_4) .851 -.422
    Extraction Method: Principal Component Analysis.
    a. 2 components extracted.

    Factor Analysis

    KMO and Bartlett's Test


    Kaiser-Meyer-Olkin Measure of Sampling
    Adequacy. .775

    Bartlett's Test of Approx. Chi-Square 199.600


    Sphericity df 36
    Sig. .000
    Anti-image Matrices

    Zscore(em Zscore(em Zscore(em Zscore(em Zscore(em Zscore(em Zscore(em Zscore(E Zscore(E


    phaty_1) pathy_2) pathy_3) pathy_4) pathy_5) pathy_6) pathy_7) mpathy_8) mpathy_9)
    Anti-image Covariance Zscore(emphaty_1) .623 -.180 .126 -.038 -.045 .015 -.015 -.122 .119
    Zscore(empathy_2) -.180 .322 -.193 -.045 -.074 .008 .069 .048 -.058
    Zscore(empathy_3) .126 -.193 .339 -.075 -.025 -.035 .018 -.047 .031
    Zscore(empathy_4) -.038 -.045 -.075 .367 .071 -.087 -.042 .027 -.041
    Zscore(empathy_5) -.045 -.074 -.025 .071 .183 -.040 -.091 -.024 .023
    Zscore(empathy_6) .015 .008 -.035 -.087 -.040 .187 -.065 .000 .002
    Zscore(empathy_7) -.015 .069 .018 -.042 -.091 -.065 .129 .014 -.038
    Zscore(Empathy_8) -.122 .048 -.047 .027 -.024 .000 .014 .165 -.122
    Zscore(Empathy_9) .119 -.058 .031 -.041 .023 .002 -.038 -.122 .134
    Anti-image Correlation Zscore(emphaty_1) .414a -.401 .274 -.079 -.133 .043 -.055 -.381 .410
    Zscore(empathy_2) -.401 .645a -.585 -.131 -.304 .033 .340 .207 -.278
    Zscore(empathy_3) .274 -.585 .785a -.212 -.099 -.141 .086 -.197 .143
    Zscore(empathy_4) -.079 -.131 -.212 .878a .275 -.333 -.194 .110 -.185
    Zscore(empathy_5) -.133 -.304 -.099 .275 .824a -.218 -.595 -.140 .147
    Zscore(empathy_6) .043 .033 -.141 -.333 -.218 .898a -.420 .002 .013
    Zscore(empathy_7) -.055 .340 .086 -.194 -.595 -.420 .794a .095 -.287
    Zscore(Empathy_8) -.381 .207 -.197 .110 -.140 .002 .095 .739a -.822
    Zscore(Empathy_9) .410 -.278 .143 -.185 .147 .013 -.287 -.822 .724a
    a. Measures of Sampling Adequacy(MSA)

    Communalities

    Initial Extraction
    Zscore(emphaty_1) 1.000 .487
    Zscore(empathy_2) 1.000 .825
    Zscore(empathy_3) 1.000 .667
    Zscore(empathy_4) 1.000 .629
    Zscore(empathy_5) 1.000 .742
    Zscore(empathy_6) 1.000 .814
    Zscore(empathy_7) 1.000 .847
    Zscore(Empathy_8) 1.000 .692
    Zscore(Empathy_9) 1.000 .776
    Extraction Method: Principal Component Analysis.
    Total Variance Explained

    Initial Eigenvalues Extraction Sums of Squared Loadings


    Component Total % of Variance Cumulative % Total % of Variance Cumulative %
    1 5.186 57.624 57.624 5.186 57.624 57.624
    2 1.293 14.370 71.995 1.293 14.370 71.995
    3 .900 9.999 81.994
    4 .656 7.284 89.278
    5 .433 4.815 94.093
    6 .226 2.510 96.603
    7 .139 1.544 98.148
    8 .100 1.110 99.258
    9 .067 .742 100.000
    Extraction Method: Principal Component Analysis.

    Component Matrixa

    Component
    1 2
    Zscore(emphaty_1) .297 .632
    Zscore(empathy_2) .597 .685
    Zscore(empathy_3) .709 .405
    Zscore(empathy_4) .792 -.044
    Zscore(empathy_5) .861 -.018
    Zscore(empathy_6) .880 -.198
    Zscore(empathy_7) .857 -.335
    Zscore(Empathy_8) .815 -.165
    Zscore(Empathy_9) .834 -.284
    Extraction Method: Principal Component Analysis.
    a. 2 components extracted.

    KMO and Bartlett's Test


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

    Bartlett's Test of Approx. Chi-Square 53.523


    Sphericity df 3
    Sig. .000
    Anti-image Matrices

    Zscore(aut Zscore(aut Zscore(Aut


    hority_1) hority_2) hority_3)
    Anti-image Covariance Zscore(authority_1) .285 -.186 -.092
    Zscore(authority_2) -.186 .269 -.120
    Zscore(Authority_3) -.092 -.120 .458
    Anti-image Correlation Zscore(authority_1) .696a -.671 -.255
    Zscore(authority_2) -.671 .680a -.341
    Zscore(Authority_3) -.255 -.341 .845a
    a. Measures of Sampling Adequacy(MSA)

    Communalities

    Initial Extraction
    Zscore(authority_1) 1.000 .858
    Zscore(authority_2) 1.000 .872
    Zscore(Authority_3) 1.000 .766
    Extraction Method: Principal Component Analysis.

    Total Variance Explained

    Initial Eigenvalues Extraction Sums of Squared Loadings


    Component Total % of Variance Cumulative % Total % of Variance Cumulative %
    1 2.497 83.228 83.228 2.497 83.228 83.228
    2 .338 11.262 94.490
    3 .165 5.510 100.000
    Extraction Method: Principal Component Analysis.

    Component Matrixa

    Compone
    nt
    1
    Zscore(authority_1) .926
    Zscore(authority_2) .934
    Zscore(Authority_3) .875
    Extraction Method: Principal Component Analysis.
    a. 1 components extracted.
    Factor Analysis

    KMO and Bartlett's Test


    Kaiser-Meyer-Olkin Measure of Sampling
    Adequacy. .843

    Bartlett's Test of Approx. Chi-Square 81.911


    Sphericity df 6
    Sig. .000

    Anti-image Matrices

    Zscore(overall Zscore(overall Zscore(overall Zscore(overall


    servqual_1) servqual_2) servqual_3) servqual_4)
    Anti-image Covariance Zscore(overallservqual_1)
    .319 -.072 -.101 -.107

    Zscore(overallservqual_2)
    -.072 .254 -.114 -.129
    Zscore(overallservqual_3)
    -.101 -.114 .391 -.020
    Zscore(overallservqual_4)
    -.107 -.129 -.020 .295
    Anti-image Correlation Zscore(overallservqual_1) a
    .863 -.252 -.285 -.350
    Zscore(overallservqual_2) a
    -.252 .812 -.362 -.473

    Zscore(overallservqual_3) a
    -.285 -.362 .876 -.060
    Zscore(overallservqual_4) a
    -.350 -.473 -.060 .829

    a. Measures of Sampling Adequacy(MSA)

    Communalities

    Initial Extraction
    Zscore(overallservqual_1)
    1.000 .816

    Zscore(overallservqual_2)
    1.000 .856

    Zscore(overallservqual_3)
    1.000 .754

    Zscore(overallservqual_4)
    1.000 .816

    Extraction Method: Principal Component Analysis.


    Total Variance Explained

    Initial Eigenvalues Extraction Sums of Squared Loadings


    Component Total % of Variance Cumulative % Total % of Variance Cumulative %
    1 3.242 81.053 81.053 3.242 81.053 81.053
    2 .336 8.411 89.465
    3 .244 6.095 95.559
    4 .178 4.441 100.000
    Extraction Method: Principal Component Analysis.

    Component Matrixa

    Compone
    nt
    1
    Zscore(overallservqual_1)
    .903
    Zscore(overallservqual_2)
    .925
    Zscore(overallservqual_3)
    .868
    Zscore(overallservqual_4)
    .903

    Extraction Method: Principal Component Analysis.


    a. 1 components extracted.

    Factor Analysis

    KMO and Bartlett's Test


    Kaiser-Meyer-Olkin Measure of Sampling
    Adequacy. .785

    Bartlett's Test of Approx. Chi-Square 76.655


    Sphericity df 15
    Sig. .000
    Anti-image Matrices

    Zscore(lo Zscore(lo Zscore(lo Zscore(lo Zscore(lo Zscore(Lo


    yalitas_1) yalitas_2) yalitas_3) yalitas_4) yalitas_5) yalitas_6)
    Anti-image Covariance Zscore(loyalitas_1) .600 .024 -.144 -.041 .011 -.224
    Zscore(loyalitas_2) .024 .677 .005 -.171 .017 .074
    Zscore(loyalitas_3) -.144 .005 .589 -.073 -.068 .026
    Zscore(loyalitas_4) -.041 -.171 -.073 .248 -.164 -.008
    Zscore(loyalitas_5) .011 .017 -.068 -.164 .269 -.123
    Zscore(Loyalitas_6) -.224 .074 .026 -.008 -.123 .537
    Anti-image Correlation Zscore(loyalitas_1) .814a .038 -.242 -.107 .028 -.395
    Zscore(loyalitas_2) .038 .754a .008 -.417 .039 .123
    Zscore(loyalitas_3) -.242 .008 .898a -.192 -.172 .047
    Zscore(loyalitas_4) -.107 -.417 -.192 .739a -.636 -.021
    Zscore(loyalitas_5) .028 .039 -.172 -.636 .762a -.325
    Zscore(Loyalitas_6) -.395 .123 .047 -.021 -.325 .794a
    a. Measures of Sampling Adequacy(MSA)

    Communalities

    Initial Extraction
    Zscore(loyalitas_1) 1.000 .685
    Zscore(loyalitas_2) 1.000 .820
    Zscore(loyalitas_3) 1.000 .553
    Zscore(loyalitas_4) 1.000 .846
    Zscore(loyalitas_5) 1.000 .785
    Zscore(Loyalitas_6) 1.000 .718
    Extraction Method: Principal Component Analysis.

    Total Variance Explained

    Initial Eigenvalues Extraction Sums of Squared Loadings


    Component Total % of Variance Cumulative % Total % of Variance Cumulative %
    1 3.396 56.593 56.593 3.396 56.593 56.593
    2 1.012 16.860 73.453 1.012 16.860 73.453
    3 .586 9.771 83.224
    4 .519 8.656 91.879
    5 .335 5.576 97.455
    6 .153 2.545 100.000
    Extraction Method: Principal Component Analysis.
    Component Matrixa

    Component
    1 2
    Zscore(loyalitas_1) .694 -.451
    Zscore(loyalitas_2) .530 .734
    Zscore(loyalitas_3) .743 -.015
    Zscore(loyalitas_4) .889 .238
    Zscore(loyalitas_5) .884 .056
    Zscore(Loyalitas_6) .714 -.457
    Extraction Method: Principal Component Analysis.
    a. 2 components extracted.

    You might also like