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Research Example
Peran Service Quality serta Loyalty Program dalam membentuk Loyalitas Nasabah
[Studi pada Program Mandiri Fiesta Poin]
Whony Rofianto, Brilyan Wicaksono & Rachdiaz Judha DWorking Paper on Indonesia Banking School
Loyalty Program
[LP]
Customer Satisfaction
[CS]
Customer Loyalty
[CL]
Perceived Value[PV]
Service Quality
[SQ]
Ringkasan Uji Validitas Reliabilitas
Variabel Indikator StandardizedLoading Factor
(SLF)
Kesimpulan Average Variance Extracted
(AVE)
Construct Reliability
(CR)
Kesimpulan
Customer Satisfaction[CS]
CS1 0.774 Valid
0.541 0.855 Reliabel
CS2 0.775 Valid
CS3 0.756 Valid
CS4 0.711 Valid
CS5 0.655 Valid
CR
AVE
AVE ≥ 0.5 CR ≥ 0.7
SLF ≥ 0.5
Uji Hipotesis
0.421***
0.330***
0.120
0.774***
*=p value ˂0.05, **=p value <0.01, ***=p value <0.001
-0.088
1.771***
0.421***
0.330***
0.120
0.774***
-0.088
1.771***
Uji Hipotesis
*=p value ˂0.05, **=p value <0.01, ***=p value <0.001
Path Coefficient p-value Conclusion
SQ PV 0.330 0.000 H1 supported
PV CS 0.774 0.000 H2 supported
CS CL 1.771 0.000 H3 supported
SQ CS 0.120 0.073 H4 not supported
LP PV 0.421 0.000 H5 supported
LP CL -0.088 0.359 H6 not supported