PENGARUH
KUALITAS PRODUK, KUALITAS SERVIS DAN HARGA TERHADAP LOYALITAS PELANGGAN INDOSAT
Tugas Mandiri
Disusun Guna
Memenuhi Tugas UAS
Mata Kuliah :
Statistik II
Dosen Pengampu
: Dr. Anita Rahmawaty, M.Ag.
SEKOLAH TINGGI AGAMA ISLAM NEGERI KUDUS
JURUSAN SYARI’AH / EKONOMI SYARI’AH
TAHUN 2015
DATA STATISTIK
TABEL DATA STATISTIK KUALITAS PRODUK
NO
|
PQ1
|
PQ2
|
PQ3
|
PQ4
|
SKORTOT
|
1
|
4
|
4
|
5
|
4
|
17
|
2
|
3
|
3
|
3
|
3
|
12
|
3
|
4
|
5
|
5
|
5
|
19
|
4
|
4
|
5
|
4
|
4
|
17
|
5
|
5
|
5
|
5
|
5
|
20
|
6
|
2
|
3
|
3
|
3
|
11
|
7
|
4
|
4
|
4
|
4
|
16
|
8
|
5
|
5
|
5
|
5
|
20
|
9
|
5
|
5
|
4
|
5
|
19
|
10
|
4
|
4
|
4
|
4
|
16
|
11
|
2
|
3
|
3
|
3
|
11
|
12
|
4
|
4
|
4
|
5
|
17
|
13
|
5
|
4
|
5
|
4
|
18
|
14
|
5
|
4
|
4
|
4
|
17
|
15
|
3
|
2
|
3
|
3
|
11 |
16
|
4
|
5
|
4
|
5
|
18
|
17
|
4
|
4
|
4
|
4
|
16
|
18
|
5
|
4
|
5
|
5
|
19
|
19
|
3
|
3
|
3
|
3
|
12
|
20
|
3
|
3
|
3
|
3
|
12
|
21
|
4
|
4
|
4
|
4
|
16
|
22
|
5
|
4
|
5
|
4
|
18
|
23
|
4
|
5
|
5
|
5
|
19
|
24
|
4
|
5
|
5
|
5
|
19
|
25
|
4
|
4
|
4
|
4
|
16
|
26
|
5
|
5
|
5
|
5
|
20
|
27
|
4
|
4
|
4
|
4
|
16
|
28
|
4
|
4
|
4
|
4
|
16
|
29
|
5
|
5
|
5
|
5
|
20
|
30
|
4
|
4
|
4
|
4
|
16
|
31
|
5
|
4
|
4
|
4
|
17
|
32
|
4
|
5
|
4
|
5
|
18
|
33
|
3
|
3
|
2
|
2
|
10
|
34
|
4
|
4
|
4
|
4
|
16
|
35
|
5
|
5
|
5
|
5
|
20
|
36
|
4
|
4
|
4
|
4
|
16
|
37
|
5
|
5
|
5
|
5
|
20
|
38
|
3
|
3
|
3
|
3
|
12
|
39
|
4
|
5
|
4
|
5
|
18
|
40
|
4
|
4
|
4
|
4
|
16
|
TABEL DATA STATISTIK KUALITAS SERVIS
NO
|
SQ1
|
SQ2
|
SQ3
|
SQ4
|
SKORTOT
|
1
|
5
|
5
|
5
|
4
|
19
|
2
|
5
|
4
|
5
|
4
|
18
|
3
|
4
|
4
|
4
|
4
|
16
|
4
|
4
|
5
|
5
|
5
|
19
|
5
|
3
|
3
|
3
|
3
|
12
|
6
|
4
|
4
|
4
|
4
|
16
|
7
|
4
|
4
|
4
|
4
|
16
|
8
|
4
|
4
|
4
|
5
|
17
|
9
|
5
|
5
|
4
|
4
|
18
|
10
|
3
|
3
|
3
|
3
|
12
|
11
|
4
|
5
|
4
|
4
|
17
|
12
|
4
|
4
|
4
|
5
|
17
|
13
|
4
|
4
|
4
|
4
|
16
|
14
|
5
|
5
|
5
|
5
|
20
|
15
|
4
|
4
|
4
|
4
|
16
|
16
|
4
|
4
|
4
|
5
|
17
|
17
|
3
|
3
|
3
|
3
|
12
|
18
|
4
|
5
|
5
|
4
|
18
|
19
|
4
|
4
|
4
|
4
|
16
|
20
|
4
|
4
|
4
|
5
|
17
|
21
|
5
|
5
|
4
|
4
|
18
|
22
|
2
|
2
|
2
|
3
|
9
|
23
|
4
|
4
|
4
|
4
|
16
|
24
|
4
|
4
|
4
|
4
|
16
|
25
|
5
|
4
|
4
|
4
|
17
|
26
|
4
|
4
|
4
|
5
|
17
|
27
|
4
|
4
|
4
|
4
|
16
|
28
|
4
|
5
|
5
|
4
|
18
|
29
|
3
|
3
|
3
|
3
|
12
|
30
|
5
|
5
|
5
|
4
|
19
|
31
|
3
|
2
|
3
|
3
|
11
|
32
|
4
|
4
|
4
|
4
|
16
|
33
|
4
|
4
|
4
|
4
|
16
|
34
|
4
|
4
|
4
|
5
|
17
|
35
|
4
|
4
|
4
|
4
|
16
|
36
|
4
|
4
|
4
|
5
|
17
|
37
|
3
|
3
|
3
|
3
|
12
|
38
|
4
|
4
|
4
|
5
|
17
|
39
|
4
|
4
|
4
|
4
|
16
|
40
|
4
|
4
|
4
|
4
|
16
|
TABEL DATA STATISTIK HARGA
NO
|
P1
|
P2
|
P3
|
P4
|
SKORTOT
|
1
|
4
|
4
|
4
|
4
|
16
|
2
|
5
|
5
|
4
|
5
|
19
|
3
|
4
|
5
|
5
|
5
|
19
|
4
|
4
|
4
|
4
|
4
|
16
|
5
|
5
|
4
|
5
|
4
|
18
|
6
|
4
|
4
|
4
|
5
|
17
|
7
|
5
|
5
|
5
|
5
|
20
|
8
|
4
|
4
|
4
|
4
|
16
|
9
|
5
|
5
|
5
|
5
|
20
|
10
|
4
|
4
|
4
|
4
|
16
|
11
|
5
|
4
|
5
|
4
|
18
|
12
|
4
|
4
|
4
|
4
|
16
|
13
|
5
|
5
|
5
|
5
|
20
|
14
|
5
|
5
|
5
|
4
|
19
|
15
|
4
|
4
|
4
|
4
|
16
|
16
|
5
|
5
|
5
|
5
|
20
|
17
|
4
|
5
|
5
|
5
|
19
|
18
|
4
|
4
|
4
|
4
|
16
|
19
|
5
|
5
|
5
|
5
|
20
|
20
|
4
|
4
|
4
|
4
|
16
|
21
|
5
|
5
|
5
|
5
|
20
|
22
|
4
|
4
|
4
|
4
|
16
|
23
|
5
|
4
|
4
|
5
|
18
|
24
|
5
|
5
|
4
|
4
|
18
|
25
|
5
|
4
|
5
|
4
|
18
|
26
|
4
|
4
|
4
|
5
|
17
|
27
|
4
|
4
|
4
|
4
|
16
|
28
|
4
|
4
|
4
|
4
|
16
|
29
|
4
|
4
|
4
|
4
|
16
|
30
|
5
|
5
|
5
|
5
|
20
|
31
|
4
|
4
|
5
|
5
|
18
|
32
|
5
|
4
|
5
|
5
|
19
|
33
|
4
|
5
|
5
|
5
|
19
|
34
|
4
|
4
|
4
|
4
|
16
|
35
|
5
|
5
|
4
|
4
|
18
|
36
|
4
|
4
|
5
|
5
|
18
|
37
|
5
|
4
|
4
|
4
|
17
|
38
|
4
|
4
|
4
|
5
|
17
|
39
|
5
|
5
|
5
|
4
|
19
|
40
|
5
|
5
|
5
|
5
|
20
|
TABEL DATA STATISTIK LOYALITAS
NO
|
L1
|
L2
|
L3
|
L4
|
SKORTOT
|
1
|
4
|
4
|
4
|
4
|
16
|
2
|
4
|
4
|
4
|
5
|
17
|
3
|
5
|
4
|
5
|
5
|
19
|
4
|
4
|
4
|
4
|
4
|
16
|
5
|
3
|
3
|
3
|
3
|
12
|
6
|
4
|
4
|
4
|
4
|
16
|
7
|
4
|
5
|
5
|
5
|
19
|
8
|
3
|
3
|
2
|
3
|
11
|
9
|
5
|
4
|
4
|
4
|
17
|
10
|
5
|
4
|
4
|
5
|
18
|
11
|
4
|
5
|
5
|
4
|
18
|
12
|
4
|
4
|
4
|
4
|
16
|
13
|
3
|
3
|
2
|
3
|
11
|
14
|
4
|
4
|
4
|
4
|
16
|
15
|
5
|
5
|
5
|
5
|
20
|
16
|
4
|
4
|
4
|
4
|
16
|
17
|
4
|
4
|
4
|
4
|
16
|
18
|
5
|
5
|
5
|
5
|
20
|
19
|
4
|
5
|
4
|
4
|
17
|
20
|
4
|
5
|
4
|
5
|
18
|
21
|
5
|
4
|
4
|
4
|
17
|
22
|
4
|
4
|
4
|
4
|
16
|
23
|
5
|
5
|
5
|
5
|
20
|
24
|
3
|
3
|
3
|
3
|
12
|
25
|
4
|
4
|
4
|
4
|
16
|
26
|
4
|
5
|
4
|
5
|
18
|
27
|
4
|
4
|
4
|
4
|
16
|
28
|
5
|
5
|
5
|
5
|
20
|
29
|
3
|
3
|
3
|
3
|
12
|
30
|
3
|
3
|
3
|
3
|
12
|
31
|
3
|
3
|
2
|
3
|
11
|
32
|
4
|
4
|
4
|
4
|
16
|
33
|
4
|
4
|
4
|
4
|
16
|
34
|
4
|
4
|
4
|
5
|
17
|
35
|
4
|
4
|
4
|
4
|
16
|
36
|
5
|
5
|
5
|
5
|
20
|
37
|
4
|
5
|
5
|
5
|
19
|
38
|
4
|
4
|
4
|
5
|
17
|
39
|
4
|
5
|
4
|
5
|
18
|
40
|
4
|
4
|
4
|
5
|
17
|
ANALISIS DATA
A.
Uji reliabilitas
1.
Kualitas
produk
Reliability Statistics
|
||||||||
Cronbach's Alpha
|
Cronbach's Alpha Based on Standardized Items
|
N of Items
|
||||||
.938
|
.938
|
4
|
||||||
Item-Total Statistics
|
||||||||
Scale Mean if Item Deleted
|
Scale Variance if Item Deleted
|
Corrected Item-Total Correlation
|
Squared Multiple Correlation
|
Cronbach's Alpha if Item Deleted
|
||||
PQ1
|
12.38
|
5.010
|
.791
|
.661
|
.939
|
|||
PQ2
|
12.30
|
4.933
|
.854
|
.814
|
.918
|
|||
PQ3
|
12.33
|
4.943
|
.870
|
.778
|
.914
|
|||
PQ4
|
12.28
|
4.769
|
.898
|
.861
|
.904
|
|||
Dari hasil
output SPSS diatas menunjukan bahwa kualitas produk memberikan nilai Cronbach’s
Alpha 93.8% yang menurut criteria Nunnally (1994) bisa dikatakan reliable,
karna nilai Cronbach’s Alpha > 0.70.
2.
Kualitas
servis
Reliability Statistics
|
||
Cronbach's Alpha
|
Cronbach's Alpha Based on Standardized Items
|
N of Items
|
.906
|
.906
|
4
|
Item-Total Statistics
|
|||||
Scale Mean if Item Deleted
|
Scale Variance if Item Deleted
|
Corrected Item-Total Correlation
|
Squared Multiple Correlation
|
Cronbach's Alpha if Item Deleted
|
|
SQ1
|
12.0500
|
3.382
|
.825
|
.726
|
.866
|
SQ2
|
12.0250
|
2.999
|
.867
|
.809
|
.850
|
SQ3
|
12.0500
|
3.279
|
.881
|
.811
|
.846
|
SQ4
|
11.9500
|
3.844
|
.601
|
.369
|
.940
|
Dari hasil
output SPSS diatas menunjukan bahwa kualitas servis memberikan nilai Cronbach’s
Alpha 90.6% yang menurut criteria Nunnally (1994) bisa dikatakan reliable,
karna nilai Cronbach’s Alpha > 0.70.
3.
Harga
produk
Reliability Statistics
|
||
Cronbach's Alpha
|
Cronbach's Alpha Based on Standardized Items
|
N of Items
|
.771
|
.772
|
4
|
Item-Total Statistics
|
|||||
Scale Mean if Item Deleted
|
Scale Variance if Item Deleted
|
Corrected Item-Total Correlation
|
Squared Multiple Correlation
|
Cronbach's Alpha if Item Deleted
|
|
P1
|
13.35
|
1.515
|
.509
|
.379
|
.750
|
P2
|
13.42
|
1.379
|
.669
|
.456
|
.665
|
P3
|
13.35
|
1.362
|
.667
|
.447
|
.665
|
P4
|
13.35
|
1.567
|
.460
|
.315
|
.775
|
Dari hasil
output SPSS diatas menunjukan bahwa harga produk memberikan nilai Cronbach’s
Alpha 77.2% yang menurut criteria Nunnally (1994) bisa dikatakan reliable,
karna nilai Cronbach’s Alpha > 0.70.
4.
Loyalitas
Reliability Statistics
|
||
Cronbach's Alpha
|
Cronbach's Alpha Based on Standardized Items
|
N of Items
|
.933
|
.934
|
4
|
Item-Total Statistics
|
|||||
Scale Mean if Item Deleted
|
Scale Variance if Item Deleted
|
Corrected Item-Total Correlation
|
Squared Multiple Correlation
|
Cronbach's Alpha if Item Deleted
|
|
L1
|
12.3250
|
4.328
|
.798
|
.681
|
.928
|
L2
|
12.2500
|
4.038
|
.850
|
.769
|
.911
|
L3
|
12.4000
|
3.528
|
.894
|
.815
|
.898
|
L4
|
12.1500
|
3.874
|
.846
|
.725
|
.912
|
Dari hasil
output SPSS diatas menunjukan bahwa loyalitas pelanggan memberikan nilai
Cronbach’s Alpha 93.4% yang menurut criteria Nunnally (1994) bisa dikatakan
reliable, karna nilai Cronbach’s Alpha > 0.70.
B.
Uji validitas
1.
Kualitas
produk
Correlations
|
||||||
PQ1
|
PQ2
|
PQ3
|
PQ4
|
PQ
|
||
PQ1
|
Pearson Correlation
|
1
|
.706**
|
.801**
|
.733**
|
.884**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
PQ2
|
Pearson Correlation
|
.706**
|
1
|
.771**
|
.900**
|
.919**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
PQ3
|
Pearson Correlation
|
.801**
|
.771**
|
1
|
.838**
|
.927**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
PQ4
|
Pearson Correlation
|
.733**
|
.900**
|
.838**
|
1
|
.944**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
PQ
|
Pearson Correlation
|
.884**
|
.919**
|
.927**
|
.944**
|
1
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
**. Correlation is
significant at the 0.01 level (2-tailed).
|
||||||
Dari
hasil output SPSS diatas dapat diketahui bahwa korelasi masing-masing indicator
kualitas produk (PQ1 sampai PQ4) terhadap total skor indicator PQ menunjukan
hasil yang signifikan. Karena pada table diatas correlate menunjukan bintang 2
(**) dengan tingkat signifikan 0.01. jadi dapat disimpulkan bahwa masing-masing
indicator pertanyaan adalah valid. Hasil
analisis korelasi bivariate dengan melihat output Cronbach Alpha pada kolom
Correlated item- Total Correlate adalah identik karena masing-masing indicator
mengukur hal yang sama.
2.
Kualitas
servis
Correlations
|
||||||
SQ1
|
SQ2
|
SQ3
|
SQ4
|
SQ
|
||
SQ1
|
Pearson Correlation
|
1
|
.828**
|
.823**
|
.538**
|
.903**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
SQ2
|
Pearson Correlation
|
.828**
|
1
|
.880**
|
.573**
|
.934**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
SQ3
|
Pearson Correlation
|
.823**
|
.880**
|
1
|
.597**
|
.935**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
SQ4
|
Pearson Correlation
|
.538**
|
.573**
|
.597**
|
1
|
.760**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
SQ
|
Pearson Correlation
|
.903**
|
.934**
|
.935**
|
.760**
|
1
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
**. Correlation is
significant at the 0.01 level (2-tailed).
|
||||||
Dari
hasil output SPSS diatas dapat diketahui bahwa korelasi masing-masing indicator
kualitas produk (SQ1 sampai SQ4) terhadap total skor indicator SQ menunjukan
hasil yang signifikan. Karena pada table diatas correlate menunjukan bintang 2
(**) dengan tingkat signifikan 0.01. jadi dapat disimpulkan bahwa masing-masing
indicator pertanyaan adalah valid. Hasil
analisis korelasi bivariate dengan melihat output Cronbach Alpha pada kolom
Correlated item- Total Correlate adalah identik karena masing-masing indicator
mengukur hal yang sama.
3.
Harga
produk
Correlations
|
||||||
P1
|
P2
|
P3
|
P4
|
P
|
||
P1
|
Pearson Correlation
|
1
|
.552**
|
.499**
|
.198
|
.730**
|
Sig. (2-tailed)
|
.000
|
.001
|
.221
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
P2
|
Pearson Correlation
|
.552**
|
1
|
.552**
|
.450**
|
.827**
|
Sig. (2-tailed)
|
.000
|
.000
|
.004
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
P3
|
Pearson Correlation
|
.499**
|
.552**
|
1
|
.499**
|
.828**
|
Sig. (2-tailed)
|
.001
|
.000
|
.001
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
P4
|
Pearson Correlation
|
.198
|
.450**
|
.499**
|
1
|
.697**
|
Sig. (2-tailed)
|
.221
|
.004
|
.001
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
P
|
Pearson Correlation
|
.730**
|
.827**
|
.828**
|
.697**
|
1
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
**. Correlation is
significant at the 0.01 level (2-tailed).
|
||||||
Dari
hasil output SPSS diatas dapat diketahui bahwa korelasi masing-masing indicator
kualitas produk (P1 sampai P4) terhadap total skor indicator P menunjukan hasil
yang signifikan. Karena pada table diatas correlate menunjukan bintang 2 (**)
dengan tingkat signifikan 0.01. jadi dapat disimpulkan bahwa masing-masing
indicator pertanyaan adalah valid. Hasil
analisis korelasi bivariate dengan melihat output Cronbach Alpha pada kolom
Correlated item- Total Correlate adalah identik karena masing-masing indicator
mengukur hal yang sama.
4.
Loyalitas
Correlations
|
||||||
L1
|
L2
|
L3
|
L4
|
L
|
||
L1
|
Pearson Correlation
|
1
|
.687**
|
.805**
|
.742**
|
.878**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
L2
|
Pearson Correlation
|
.687**
|
1
|
.846**
|
.809**
|
.915**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
L3
|
Pearson Correlation
|
.805**
|
.846**
|
1
|
.796**
|
.947**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
L4
|
Pearson Correlation
|
.742**
|
.809**
|
.796**
|
1
|
.916**
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
L
|
Pearson Correlation
|
.878**
|
.915**
|
.947**
|
.916**
|
1
|
Sig. (2-tailed)
|
.000
|
.000
|
.000
|
.000
|
||
N
|
40
|
40
|
40
|
40
|
40
|
|
**. Correlation is
significant at the 0.01 level (2-tailed).
|
||||||
Dari
hasil output SPSS diatas dapat diketahui bahwa korelasi masing-masing indicator
kualitas produk (L1 sampai L4) terhadap total skor indicator L menunjukan hasil
yang signifikan. Karena pada table diatas correlate menunjukan bintang 2 (**)
dengan tingkat signifikan 0.01. jadi dapat disimpulkan bahwa masing-masing
indicator pertanyaan adalah valid. Hasil
analisis korelasi bivariate dengan melihat output Cronbach Alpha pada kolom
Correlated item- Total Correlate adalah identik karena masing-masing indicator
mengukur hal yang sama.
C.
Uji
regresi
1.
Kualitas
produk
2.
Kualitas
servis
3.
Harga
produk
4.
Loyalitas
D.
Uji
asumsi klasik
1.
Uji
normalitas
2.
Uji
autokorelasi
3.
Uji
multikolinieritas
4.
Uji
hetorkedastisitas
5.
Uji
linieritas
PEMBAHASAN
Penelitian yang akan saya bahas mengenai Pengaruh Kualitas Produk, Kualitas Servis Dan Harga Terhadap
Loyalitas Pelanggan Indosat. Penelitian ini menggunakan data kuantitatif berupa
sumber data primer dari penyebaran kuesioner sebanyak 40 responden yang
memiliki spesifikasi sebagai pelanggan Indosat. Menggunakan metode regresi
analisis linier berganda dengan menggunakan kualitas produk sebagai variable
X1, kualitas servis sebagai variable X2, harga sebagai variable X3 dan
loyalitas pelanggan sebagai variable Y. Dalam mengolah data saya menggunakan
program SPSS 16. Berdasarkan data statistic diatas bahwa masing-masing variable
akan saya uji menggunakan uji reliabilitas, uji validitas, uji regresi dan uji
asumsi klasik untuk memastikan tingkat signifikan 0.005.
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