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Lampiran output Pretest

Descriptives

Descriptive Statistics

30 2.00 7.00 4.7000 1.3429330 3.00 7.00 5.4333 .9352630 3.00 7.00 5.4333 1.0063030 3.00 7.00 5.5333 1.0080130 1.00 7.00 5.0333 1.4015630 2.00 7.00 5.1000 1.4227230 2.00 7.00 4.9000 1.0938730 2.00 6.00 4.8000 1.2703530 2.00 7.00 4.5333 1.4077030 1.00 7.00 4.6667 1.4223230 2.00 7.00 4.7333 1.3879630 4.00 7.00 5.7333 .8683430 2.00 7.00 4.8667 1.3578230 2.00 6.00 4.5667 1.2228730 1.00 6.00 4.3333 1.2129630 4.00 7.00 5.2333 .8976330 1.00 7.00 4.8333 1.6832530 2.00 6.00 4.6333 1.2994330 1.00 7.00 3.9667 1.4735230 1.00 6.00 4.7333 1.4125930 1.00 6.00 4.7000 1.3933330 1.00 6.00 4.7000 1.4419830 1.00 6.00 4.0000 1.5756830 1.00 6.00 4.2667 1.7005730 2.00 7.00 4.8333 1.4403930 1.00 6.00 4.4667 1.5024930 2.00 7.00 4.7333 1.4367930 2.00 7.00 4.7000 1.4890430 2.00 7.00 4.7667 1.5013430 2.00 7.00 4.8000 1.3995130 1.00 7.00 4.2333 1.69550

30 2.00 7.00 5.6667 1.3978630 2.00 7.00 5.4000 1.4762530 1.00 7.00 4.4667 1.5698330 1.00 7.00 4.3000 1.6006530 1.00 7.00 4.5000 1.6347530 1.00 7.00 4.6667 1.8257430

adaptiveness_1adaptiveness_2adaptiveness_3adaptiveness_4adaptiveness_5adaptiveness_6adaptiveness_7adaptiveness_8Adaptiveness_9Adaptiveness_10Adaptiveness_11assurance_1assurance_2assurance_3Assurance_4emphaty_1empathy_2empathy_3empathy_4empathy_5empathy_6empathy_7Empathy_8Empathy_9authority_1authority_2Authority_3overallservqual_1overallservqual_2overallservqual_3overallservqual_4

loyalitas_1loyalitas_2loyalitas_3loyalitas_4loyalitas_5Loyalitas_6Valid N (listwise)

N Minimum Maximum Mean Std. Deviation

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Reliability

Warnings

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

used in the analysis.

Case Processing Summary

30 100.00 .0

30 100.0

ValidExcluded a

Total

CasesN %

Listwise deletion based on allvariables in the procedure.

a.

Reliability Statistics

.854 11

Cronbach'sAlpha N of Items

Item-Total Statistics

.0000000 42.879 .403 .852

.0000000 40.597 .593 .837

.0000000 38.996 .734 .826

.0000000 41.879 .485 .846

.0000000 43.212 .376 .854

.0000000 43.324 .367 .855

.0000000 43.365 .364 .855

.0000000 40.537 .599 .837

.0000000 40.160 .631 .834

.0000000 39.664 .674 .831

.0000000 38.816 .750 .825

Zscore(adaptiveness_1)Zscore(adaptiveness_2)Zscore(adaptiveness_3)Zscore(adaptiveness_4)Zscore(adaptiveness_5)Zscore(adaptiveness_6)Zscore(adaptiveness_7)Zscore(adaptiveness_8)Zscore(Adaptiveness_9)Zscore(Adaptiveness_10)Zscore(Adaptiveness_11)

Scale Mean if

Item Deleted

ScaleVariance if

Item Deleted

CorrectedItem-Total

Correlation

Cronbach'sAlpha if Item

Deleted

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Reliability

Warnings

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

Case Processing Summary

30 100.00 .0

30 100.0

ValidExcluded a

Total

CasesN %

Listwise deletion based on allvariables in the procedure.

a.

Reliability Statistics

.631 4

Cronbach'sAlpha N of Items

Item-Total Statistics

.0000000 5.246 .293 .642

.0000000 5.065 .338 .612

.0000000 4.313 .548 .457

.0000000 4.553 .477 .512

Zscore(assurance_1)Zscore(assurance_2)Zscore(assurance_3)Zscore(Assurance_4)

Scale Mean ifItem Deleted

ScaleVariance if

Item Deleted

CorrectedItem-TotalCorrelation

Cronbach'sAlpha if Item

Deleted

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Reliability

Warnings

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

used in the analysis.

Case Processing Summary

30 100.00 .0

30 100.0

ValidExcluded a

Total

CasesN %

Listwise deletion based on allvariables in the procedure.

a.

Reliability Statistics

.898 9

Cronbach'sAlpha N of Items

Item-Total Statistics

.0000000 40.453 .254 .917

.0000000 36.989 .550 .896

.0000000 35.971 .643 .889

.0000000 35.260 .709 .884

.0000000 34.251 .806 .876

.0000000 34.263 .804 .876

.0000000 34.671 .765 .879

.0000000 34.955 .738 .881

.0000000 34.949 .738 .881

Zscore(emphaty_1)Zscore(empathy_2)Zscore(empathy_3)Zscore(empathy_4)Zscore(empathy_5)Zscore(empathy_6)Zscore(empathy_7)Zscore(Empathy_8)Zscore(Empathy_9)

Scale Mean if

Item Deleted

ScaleVariance if

Item Deleted

CorrectedItem-Total

Correlation

Cronbach'sAlpha if Item

Deleted

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Reliability

Warnings

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

used in the analysis.

Case Processing Summary

30 100.00 .0

30 100.0

ValidExcluded a

Total

CasesN %

Listwise deletion based on allvariables in the procedure.

a.

Reliability Statistics

.899 3

Cronbach'sAlpha N of Items

Item-Total Statistics

.0000000 3.429 .825 .834

.0000000 3.389 .841 .820

.0000000 3.668 .736 .909

Zscore(authority_1)Zscore(authority_2)Zscore(Authority_3)

Scale Mean if

Item Deleted

ScaleVariance if

Item Deleted

CorrectedItem-Total

Correlation

Cronbach'sAlpha if Item

Deleted

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Reliability

Warnings

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

used in the analysis.

Case Processing Summary

30 100.00 .0

30 100.0

ValidExcluded a

Total

CasesN %

Listwise deletion based on allvariables in the procedure.

a.

Reliability Statistics

.838 6

Cronbach'sAlpha N of Items

Item-Total Statistics

.0000000 14.660 .555 .824

.0000000 15.828 .388 .855

.0000000 14.310 .608 .813

.0000000 13.083 .806 .772

.0000000 13.195 .787 .776

.0000000 14.573 .568 .821

Zscore(loyalitas_1)Zscore(loyalitas_2)Zscore(loyalitas_3)Zscore(loyalitas_4)Zscore(loyalitas_5)Zscore(Loyalitas_6)

Scale Mean if

Item Deleted

ScaleVariance if

Item Deleted

CorrectedItem-Total

Correlation

Cronbach'sAlpha if Item

Deleted

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Factor Analysis

KMO and Bartlett's Test

.730

159.16255

.000

Kaiser-Meyer-Olkin Measure of SamplingAdequacy.

Approx. Chi-SquaredfSig.

Bartlett's Test ofSphericity

Anti-image Matrices

.561 -.107 -.040 -.060 .131 -.165 -.075 -.042 -.090 .073 .042-.107 .306 -.160 -.049 .067 -.057 -.108 .002 .052 .035 -.037-.040 -.160 .233 -.079 -.137 .073 .025 .032 -.034 -.079 .010

-.060 -.049 -.079 .501 -.089 .085 .120 .075 .015 -.001 -.099.131 .067 -.137 -.089 .414 -.096 -.097 -.176 .039 .079 .046

-.165 -.057 .073 .085 -.096 .644 .125 .036 .071 -.148 -.079-.075 -.108 .025 .120 -.097 .125 .745 .045 .040 -.059 -.090-.042 .002 .032 .075 -.176 .036 .045 .251 -.023 -.150 -.049-.090 .052 -.034 .015 .039 .071 .040 -.023 .288 -.024 -.165.073 .035 -.079 -.001 .079 -.148 -.059 -.150 -.024 .264 -.016.042 -.037 .010 -.099 .046 -.079 -.090 -.049 -.165 -.016 .223.729 a -.258 -.110 -.113 .272 -.274 -.116 -.112 -.225 .190 .120

-.258 .743 a -.598 -.124 .188 -.129 -.227 .006 .175 .124 -.143-.110 -.598 .743 a -.232 -.443 .190 .059 .134 -.132 -.321 .045-.113 -.124 -.232 .804 a -.194 .149 .196 .211 .041 -.003 -.297.272 .188 -.443 -.194 .537 a -.186 -.174 -.547 .113 .238 .151

-.274 -.129 .190 .149 -.186 .637 a .180 .089 .164 -.358 -.209-.116 -.227 .059 .196 -.174 .180 .720 a .104 .086 -.132 -.22-.112 .006 .134 .211 -.547 .089 .104 .712 a -.087 -.582 -.20-.225 .175 -.132 .041 .113 .164 .086 -.087 .769 a -.088 -.6.190 .124 -.321 -.003 .238 -.358 -.132 -.582 -.088 .755 a -.0.120 -.143 .045 -.297 .151 -.209 -.221 -.206 -.652 -.066 .776

Zscore(adaptivenessZscore(adaptivenessZscore(adaptiveness

Zscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(AdaptivenessZscore(AdaptivenessZscore(AdaptivenessZscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(adaptivenessZscore(AdaptivenessZscore(AdaptivenessZscore(Adaptiveness

Anti-image Covari

Anti-image Correla

score(adaptiveness_1)

score(adaptiveness_2)

score(adaptiveness_3)

score(adaptiveness_4)

score(adaptiveness_5)

score(adaptiveness_6)

score(adaptiveness_7)

score(adaptiveness_8)

score(Adaptiveness_9)

score(Adapiveness_10)

score(Aiveness_

Measures of Sampling Adequacy(MSA)a.

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Communalities

1.000 .6761.000 .7861.000 .8421.000 .6221.000 .8471.000 .4161.000 .2351.000 .8411.000 .7111.000 .8101.000 .791

Zscore(adaptiveness_1)Zscore(adaptiveness_2)Zscore(adaptiveness_3)Zscore(adaptiveness_4)Zscore(adaptiveness_5)Zscore(adaptiveness_6)Zscore(adaptiveness_7)Zscore(adaptiveness_8)Zscore(Adaptiveness_9)Zscore(Adaptiveness_10)Zscore(Adaptiveness_11)

Initial Extraction

Extraction Method: Principal Component Analysis.

Total Variance Explained

4.654 42.306 42.306 4.654 42.306 42.3061.730 15.726 58.032 1.730 15.726 58.0321.195 10.859 68.892 1.195 10.859 68.892

.884 8.037 76.928

.873 7.939 84.867

.482 4.383 89.249

.409 3.715 92.964

.310 2.819 95.783.214 1.943 97.727

.133 1.213 98.939

.117 1.061 100.000

Component1234567

891011

Total % of Variance Cumulative % Total % of Variance Cumulative %Initial Eigenvalues Extraction Sums of Squared Loadings

Extraction Method: Principal Component Analysis.

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Component Matrix a

.495 .546 -.365

.673 .564 .128

.800 .278 .353

.590 .455 .258

.474 -.367 .699

.459 -.304 -.336

.452 .159 .073

.699 -.590 .068

.745 -.090 -.384

.767 -.463 -.080

.834 -.076 -.299

Zscore(adaptiveness_1)Zscore(adaptiveness_2)Zscore(adaptiveness_3)Zscore(adaptiveness_4)Zscore(adaptiveness_5)Zscore(adaptiveness_6)Zscore(adaptiveness_7)Zscore(adaptiveness_8)Zscore(Adaptiveness_9)Zscore(Adaptiveness_10)Zscore(Adaptiveness_11)

1 2 3Component

Extraction Method: Principal Component Analysis.3 components extracted.a.

Factor Analysis

KMO and Bartlett's Test

.525

34.102

6.000

Kaiser-Meyer-Olkin Measure of SamplingAdequacy.

Approx. Chi-Square

dfSig.

Bartlett's Test of

Sphericity

Anti-image Matrices

.804 -.335 -.040 .021-.335 .792 -.053 .008-.040 -.053 .353 -.284.021 .008 -.284 .362.545 a -.420 -.075 .039

-.420 .568 a -.100 .016-.075 -.100 .518 a -.794.039 .016 -.794 .511 a

Zscore(assurance_1)Zscore(assurance_2)Zscore(assurance_3)Zscore(Assurance_4)Zscore(assurance_1)Zscore(assurance_2)Zscore(assurance_3)Zscore(Assurance_4)

Anti-image Covariance

Anti-image Correlation

Zscore(assurance_1)

Zscore(assurance_2)

Zscore(assurance_3)

Zscore(Assurance_4)

Measures of Sampling Adequacy(MSA)a.

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Communalities

1.000 .7261.000 .7121.000 .8991.000 .902

Zscore(assurance_1)Zscore(assurance_2)Zscore(assurance_3)Zscore(Assurance_4)

Initial Extraction

Extraction Method: Principal Component Analysis.

Total Variance Explained

1.952 48.803 48.803 1.952 48.803 48.8031.288 32.189 80.993 1.288 32.189 80.993

.561 14.037 95.030

.199 4.970 100.000

Component123

4

Total % of Variance Cumulative % Total % of Variance Cumulative %Initial Eigenvalues Extraction Sums of Squared Loadings

Extraction Method: Principal Component Analysis.

Component Matrix a

.444 .727

.501 .679

.883 -.345

.851 -.422

Zscore(assurance_1)Zscore(assurance_2)Zscore(assurance_3)Zscore(Assurance_4)

1 2Component

Extraction Method: Principal Component Analysis.2 components extracted.a.

Factor Analysis

KMO and Bartlett's Test

.775

199.60036

.000

Kaiser-Meyer-Olkin Measure of SamplingAdequacy.

Approx. Chi-SquaredfSig.

Bartlett's Test ofSphericity

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Anti-image Matrices

.623 -.180 .126 -.038 -.045 .015 -.015 -.122 .119-.180 .322 -.193 -.045 -.074 .008 .069 .048 -.058.126 -.193 .339 -.075 -.025 -.035 .018 -.047 .031

-.038 -.045 -.075 .367 .071 -.087 -.042 .027 -.041

-.045 -.074 -.025 .071 .183 -.040 -.091 -.024 .023.015 .008 -.035 -.087 -.040 .187 -.065 .000 .002

-.015 .069 .018 -.042 -.091 -.065 .129 .014 -.038-.122 .048 -.047 .027 -.024 .000 .014 .165 -.122.119 -.058 .031 -.041 .023 .002 -.038 -.122 .134.414 a -.401 .274 -.079 -.133 .043 -.055 -.381 .410

-.401 .645 a -.585 -.131 -.304 .033 .340 .207 -.278.274 -.585 .785 a -.212 -.099 -.141 .086 -.197 .143

-.079 -.131 -.212 .878 a .275 -.333 -.194 .110 -.185-.133 -.304 -.099 .275 .824 a -.218 -.595 -.140 .147.043 .033 -.141 -.333 -.218 .898 a -.420 .002 .013

-.055 .340 .086 -.194 -.595 -.420 .794 a .095 -.287-.381 .207 -.197 .110 -.140 .002 .095 .739 a -.822.410 -.278 .143 -.185 .147 .013 -.287 -.822 .724 a

Zscore(emphaty_1)Zscore(empathy_2)Zscore(empathy_3)Zscore(empathy_4)

Zscore(empathy_5)Zscore(empathy_6)Zscore(empathy_7)Zscore(Empathy_8)Zscore(Empathy_9)Zscore(emphaty_1)Zscore(empathy_2)Zscore(empathy_3)Zscore(empathy_4)Zscore(empathy_5)Zscore(empathy_6)Zscore(empathy_7)Zscore(Empathy_8)Zscore(Empathy_9)

Anti-image Covariance

Anti-image Correlation

Zscore(emphaty_1)

Zscore(empathy_2)

Zscore(empathy_3)

Zscore(empathy_4)

Zscore(empathy_5)

Zscore(empathy_6)

Zscore(empathy_7)

Zscore(Empathy_8)

Zscore(Empathy_9)

Measures of Sampling Adequacy(MSA)a.

Communalities

1.000 .4871.000 .8251.000 .6671.000 .6291.000 .7421.000 .814

1.000 .8471.000 .6921.000 .776

Zscore(emphaty_1)Zscore(empathy_2)Zscore(empathy_3)Zscore(empathy_4)Zscore(empathy_5)Zscore(empathy_6)

Zscore(empathy_7)Zscore(Empathy_8)Zscore(Empathy_9)

Initial Extraction

Extraction Method: Principal Component Analysis.

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Total Variance Explained

5.186 57.624 57.624 5.186 57.624 57.6241.293 14.370 71.995 1.293 14.370 71.995

.900 9.999 81.994

.656 7.284 89.278

.433 4.815 94.093

.226 2.510 96.603

.139 1.544 98.148

.100 1.110 99.258

.067 .742 100.000

Component123456789

Total % of Variance Cumulative % Total % of Variance Cumulative %Initial Eigenvalues Extraction Sums of Squared Loadings

Extraction Method: Principal Component Analysis.

Component Matrix a

.297 .632

.597 .685

.709 .405

.792 -.044

.861 -.018

.880 -.198

.857 -.335

.815 -.165

.834 -.284

Zscore(emphaty_1)Zscore(empathy_2)Zscore(empathy_3)Zscore(empathy_4)Zscore(empathy_5)Zscore(empathy_6)Zscore(empathy_7)Zscore(Empathy_8)

Zscore(Empathy_9)

1 2Component

Extraction Method: Principal Component Analysis.2 components extracted.a.

KMO and Bartlett's Test

.728

53.5233

.000

Kaiser-Meyer-Olkin Measure of SamplingAdequacy.

Approx. Chi-Squaredf

Sig.

Bartlett's Test ofSphericity

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Anti-image Matrices

.285 -.186 -.092-.186 .269 -.120-.092 -.120 .458.696 a -.671 -.255

-.671 .680 a -.341-.255 -.341 .845 a

Zscore(authority_1)Zscore(authority_2)Zscore(Authority_3)Zscore(authority_1)Zscore(authority_2)Zscore(Authority_3)

Anti-image Covariance

Anti-image Correlation

Zscore(authority_1)

Zscore(authority_2)

Zscore(Authority_3)

Measures of Sampling Adequacy(MSA)a.

Communalities

1.000 .858

1.000 .8721.000 .766

Zscore(authority_1)

Zscore(authority_2)Zscore(Authority_3)

Initial Extraction

Extraction Method: Principal Component Analysis.

Total Variance Explained

2.497 83.228 83.228 2.497 83.228 83.228.338 11.262 94.490.165 5.510 100.000

Component123

Total % of Variance Cumulative % Total % of Variance Cumulative %Initial Eigenvalues Extraction Sums of Squared Loadings

Extraction Method: Principal Component Analysis.

Component Matrix a

.926

.934

.875

Zscore(authority_1)Zscore(authority_2)Zscore(Authority_3)

1

Component

Extraction Method: Principal Component Analysis.1 components extracted.a.

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Factor Analysis

KMO and Bartlett's Test

.843

81.9116

.000

Kaiser-Meyer-Olkin Measure of SamplingAdequacy.

Approx. Chi-SquaredfSig.

Bartlett's Test ofSphericity

Anti-image Matrices

.319 -.072 -.101 -.107

-.072 .254 -.114 -.129

-.101 -.114 .391 -.020

-.107 -.129 -.020 .295

.863a

-.252 -.285 -.350

-.252 .812a

-.362 -.473

-.285 -.362 .876a

-.060

-.350 -.473 -.060 .829a

Zscore(overallservqual_1)

Zscore(overallservqual_2)

Zscore(overallservqual_3)

Zscore(overallservqual_4)

Zscore(overallservqual_1)

Zscore(overallservqual_2)

Zscore(overallservqual_3)

Zscore(overallservqual_4)

Anti-image Covariance

Anti-image Correlation

Zscore(overallservqual_1)

Zscore(overallservqual_2)

Zscore(overallservqual_3)

Zscore(overallservqual_4)

Measures of Sampling Adequacy(MSA)a.

Communalities

1.000 .816

1.000 .856

1.000 .754

1.000 .816

Zscore(overallservqual_1)

Zscore(overallservqual_2)

Zscore(overallservqual_3)

Zscore(overallservqual_4)

Initial Extraction

Extraction Method: Principal Component Analysis.

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Total Variance Explained

3.242 81.053 81.053 3.242 81.053 81.053.336 8.411 89.465.244 6.095 95.559.178 4.441 100.000

Component1234

Total % of Variance Cumulative % Total % of Variance Cumulative %Initial Eigenvalues Extraction Sums of Squared Loadings

Extraction Method: Principal Component Analysis.

Component Matrix a

.903

.925

.868

.903

Zscore(overallservqual_1)

Zscore(overallservqual_2)

Zscore(overallservqual_3)

Zscore(overallservqual_4)

1

Component

Extraction Method: Principal Component Analysis.1 components extracted.a.

Factor Analysis

KMO and Bartlett's Test

.785

76.65515

.000

Kaiser-Meyer-Olkin Measure of SamplingAdequacy.

Approx. Chi-SquaredfSig.

Bartlett's Test ofSphericity

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Anti-image Matrices

.600 .024 -.144 -.041 .011 -.224

.024 .677 .005 -.171 .017 .074-.144 .005 .589 -.073 -.068 .026-.041 -.171 -.073 .248 -.164 -.008.011 .017 -.068 -.164 .269 -.123

-.224 .074 .026 -.008 -.123 .537.814 a .038 -.242 -.107 .028 -.395.038 .754 a .008 -.417 .039 .123

-.242 .008 .898 a -.192 -.172 .047-.107 -.417 -.192 .739 a -.636 -.021.028 .039 -.172 -.636 .762 a -.325

-.395 .123 .047 -.021 -.325 .794

Zscore(loyalitas_1)Zscore(loyalitas_2)Zscore(loyalitas_3)Zscore(loyalitas_4)Zscore(loyalitas_5)Zscore(Loyalitas_6)Zscore(loyalitas_1)Zscore(loyalitas_2)Zscore(loyalitas_3)Zscore(loyalitas_4)Zscore(loyalitas_5)Zscore(Loyalitas_6)

Anti-image Covariance

Anti-image Correlation

Zscore(loyalitas_1)

Zscore(loyalitas_2)

Zscore(loyalitas_3)

Zscore(loyalitas_4)

Zscore(loyalitas_5)

Zscore(Loyalitas_6)

Measures of Sampling Adequacy(MSA)a.

Communalities

1.000 .6851.000 .8201.000 .5531.000 .8461.000 .7851.000 .718

Zscore(loyalitas_1)Zscore(loyalitas_2)Zscore(loyalitas_3)Zscore(loyalitas_4)Zscore(loyalitas_5)Zscore(Loyalitas_6)

Initial Extraction

Extraction Method: Principal Component Analysis.

Total Variance Explained

3.396 56.593 56.593 3.396 56.593 56.5931.012 16.860 73.453 1.012 16.860 73.453

.586 9.771 83.224

.519 8.656 91.879

.335 5.576 97.455

.153 2.545 100.000

Component12345

6

Total % of Variance Cumulative % Total % of Variance Cumulative %Initial Eigenvalues Extraction Sums of Squared Loadings

Extraction Method: Principal Component Analysis.

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Component Matrix a

.694 -.451

.530 .734

.743 -.015

.889 .238

.884 .056

.714 -.457

Zscore(loyalitas_1)Zscore(loyalitas_2)Zscore(loyalitas_3)Zscore(loyalitas_4)Zscore(loyalitas_5)Zscore(Loyalitas_6)

1 2Component

Extraction Method: Principal Component Analysis.2 components extracted.a.