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Frequencies: FREQUENCIES VARIABLES Kepuasan Tangibles Reliability Responsivenes Assurance Empathy /order Analysis

The document provides frequencies and cross tabulation analysis of variables measuring customer satisfaction (Kepuasan) with aspects of service quality like tangibles, reliability, responsiveness, assurance, and empathy. It shows that the majority of respondents answered "Ya" (agreed) for being satisfied with tangibles (90.9%), reliability (86.4%), responsiveness (89.4%), assurance (86.4%), and empathy (87.9%). Chi-square tests were run to examine relationships between satisfaction and each aspect and no significant relationships were found.

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marwah
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47 views9 pages

Frequencies: FREQUENCIES VARIABLES Kepuasan Tangibles Reliability Responsivenes Assurance Empathy /order Analysis

The document provides frequencies and cross tabulation analysis of variables measuring customer satisfaction (Kepuasan) with aspects of service quality like tangibles, reliability, responsiveness, assurance, and empathy. It shows that the majority of respondents answered "Ya" (agreed) for being satisfied with tangibles (90.9%), reliability (86.4%), responsiveness (89.4%), assurance (86.4%), and empathy (87.9%). Chi-square tests were run to examine relationships between satisfaction and each aspect and no significant relationships were found.

Uploaded by

marwah
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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FREQUENCIES VARIABLES=Kepuasan Tangibles Reliability Responsivenes Assurance Empathy

/ORDER=ANALYSIS.

Frequencies

Notes

Output Created 13-JUL-2017 06:09:12


Comments
C:\Users\ASUS\Documents\m
Data
arwa\wawa.sav
Active Dataset DataSet1
Filter <none>
Input
Weight <none>
Split File <none>
N of Rows in Working Data
66
File
User-defined missing values
Definition of Missing
are treated as missing.
Missing Value Handling
Statistics are based on all
Cases Used
cases with valid data.
FREQUENCIES
VARIABLES=Kepuasan
Tangibles Reliability
Syntax
Responsivenes Assurance
Empathy
/ORDER=ANALYSIS.
Processor Time 00:00:00,03
Resources
Elapsed Time 00:00:00,05

[DataSet1] C:\Users\ASUS\Documents\marwa\wawa.sav
Statistics

Kepuasan Tangibles Reliability Responsivenes Assurance Empathy

Valid 66 66 66 66 66 66
N
Missing 0 0 0 0 0 0

Frequency Table

Kepuasan

Frequency Percent Valid Percent Cumulative


Percent

Ya 56 84,8 84,8 84,8

Valid Tidak 10 15,2 15,2 100,0

Total 66 100,0 100,0

Tangibles

Frequency Percent Valid Percent Cumulative


Percent

Ya 60 90,9 90,9 90,9

Valid Tidak 6 9,1 9,1 100,0

Total 66 100,0 100,0

Reliability

Frequency Percent Valid Percent Cumulative


Percent

Ya 57 86,4 86,4 86,4

Valid Tidak 9 13,6 13,6 100,0

Total 66 100,0 100,0


Responsivenes

Frequency Percent Valid Percent Cumulative


Percent

Ya 59 89,4 89,4 89,4

Valid Tidak 7 10,6 10,6 100,0

Total 66 100,0 100,0

Assurance

Frequency Percent Valid Percent Cumulative


Percent

Ya 57 86,4 86,4 86,4

Valid Tidak 9 13,6 13,6 100,0

Total 66 100,0 100,0

Empathy

Frequency Percent Valid Percent Cumulative


Percent

Ya 58 87,9 87,9 87,9

Valid Tidak 8 12,1 12,1 100,0

Total 66 100,0 100,0

CROSSTABS
/TABLES=Tangibles Reliability Responsivenes Assurance Empathy BY Kepuasan
/FORMAT=AVALUE TABLES
/STATISTICS=CHISQ
/CELLS=COUNT EXPECTED TOTAL
/COUNT ROUND CELL.
Crosstabs

Notes

Output Created 13-JUL-2017 06:09:25


Comments
C:\Users\ASUS\Documents\m
Data
arwa\wawa.sav
Active Dataset DataSet1
Filter <none>
Input
Weight <none>
Split File <none>
N of Rows in Working Data
66
File
User-defined missing values
Definition of Missing
are treated as missing.
Statistics for each table are
Missing Value Handling based on all the cases with
Cases Used valid data in the specified
range(s) for all variables in
each table.
CROSSTABS
/TABLES=Tangibles
Reliability Responsivenes
Assurance Empathy BY
Kepuasan
Syntax /FORMAT=AVALUE
TABLES
/STATISTICS=CHISQ
/CELLS=COUNT
EXPECTED TOTAL
/COUNT ROUND CELL.
Processor Time 00:00:00,09

Elapsed Time 00:00:00,09


Resources
Dimensions Requested 2

Cells Available 174762

[DataSet1] C:\Users\ASUS\Documents\marwa\wawa.sav
Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Tangibles * Kepuasan 66 100,0% 0 0,0% 66 100,0%


Reliability * Kepuasan 66 100,0% 0 0,0% 66 100,0%
Responsivenes * Kepuasan 66 100,0% 0 0,0% 66 100,0%
Assurance * Kepuasan 66 100,0% 0 0,0% 66 100,0%
Empathy * Kepuasan 66 100,0% 0 0,0% 66 100,0%

Tangibles * Kepuasan
Crosstab

Kepuasan Total

Ya Tidak

Count 56 4 60

Ya Expected Count 50,9 9,1 60,0

% of Total 84,8% 6,1% 90,9%


Tangibles
Count 0 6 6

Tidak Expected Count 5,1 ,9 6,0

% of Total 0,0% 9,1% 9,1%


Count 56 10 66

Total Expected Count 56,0 10,0 66,0

% of Total 84,8% 15,2% 100,0%

Chi-Square Tests

Value df Asymp. Sig. (2- Exact Sig. (2- Exact Sig. (1-
sided) sided) sided)

Pearson Chi-Square 36,960a 1 ,000


Continuity Correctionb 30,057 1 ,000
Likelihood Ratio 26,752 1 ,000
Fisher's Exact Test ,000 ,000
Linear-by-Linear Association 36,400 1 ,000
N of Valid Cases 66

a. 1 cells (25,0%) have expected count less than 5. The minimum expected count is ,91.
b. Computed only for a 2x2 table
Reliability * Kepuasan

Crosstab

Kepuasan Total

Ya Tidak

Count 56 1 57

Ya Expected Count 48,4 8,6 57,0

% of Total 84,8% 1,5% 86,4%


Reliability
Count 0 9 9

Tidak Expected Count 7,6 1,4 9,0

% of Total 0,0% 13,6% 13,6%


Count 56 10 66

Total Expected Count 56,0 10,0 66,0

% of Total 84,8% 15,2% 100,0%

Chi-Square Tests

Value df Asymp. Sig. (2- Exact Sig. (2- Exact Sig. (1-
sided) sided) sided)

Pearson Chi-Square 58,358a 1 ,000


Continuity Correctionb 50,966 1 ,000
Likelihood Ratio 46,075 1 ,000
Fisher's Exact Test ,000 ,000
Linear-by-Linear Association 57,474 1 ,000
N of Valid Cases 66

a. 1 cells (25,0%) have expected count less than 5. The minimum expected count is 1,36.
b. Computed only for a 2x2 table
Responsivenes * Kepuasan

Crosstab

Kepuasan Total

Ya Tidak

Count 53 6 59

Ya Expected Count 50,1 8,9 59,0

% of Total 80,3% 9,1% 89,4%


Responsivenes
Count 3 4 7

Tidak Expected Count 5,9 1,1 7,0

% of Total 4,5% 6,1% 10,6%


Count 56 10 66

Total Expected Count 56,0 10,0 66,0

% of Total 84,8% 15,2% 100,0%

Chi-Square Tests

Value df Asymp. Sig. (2- Exact Sig. (2- Exact Sig. (1-
sided) sided) sided)

Pearson Chi-Square 10,740a 1 ,001


Continuity Correctionb 7,397 1 ,007
Likelihood Ratio 7,785 1 ,005
Fisher's Exact Test ,008 ,008
Linear-by-Linear Association 10,577 1 ,001
N of Valid Cases 66

a. 1 cells (25,0%) have expected count less than 5. The minimum expected count is 1,06.
b. Computed only for a 2x2 table
Assurance * Kepuasan
Crosstab

Kepuasan Total

Ya Tidak

Count 51 6 57

Ya Expected Count 48,4 8,6 57,0

% of Total 77,3% 9,1% 86,4%


Assurance
Count 5 4 9

Tidak Expected Count 7,6 1,4 9,0

% of Total 7,6% 6,1% 13,6%


Count 56 10 66

Total Expected Count 56,0 10,0 66,0

% of Total 84,8% 15,2% 100,0%

Chi-Square Tests

Value df Asymp. Sig. (2- Exact Sig. (2- Exact Sig. (1-
sided) sided) sided)

Pearson Chi-Square 6,956a 1 ,008


Continuity Correctionb 4,567 1 ,033
Likelihood Ratio 5,418 1 ,020
Fisher's Exact Test ,024 ,024
Linear-by-Linear Association 6,850 1 ,009
N of Valid Cases 66

a. 1 cells (25,0%) have expected count less than 5. The minimum expected count is 1,36.
b. Computed only for a 2x2 table
Empathy * Kepuasan

Crosstab

Kepuasan Total

Ya Tidak

Count 54 4 58

Ya Expected Count 49,2 8,8 58,0

% of Total 81,8% 6,1% 87,9%


Empathy
Count 2 6 8

Tidak Expected Count 6,8 1,2 8,0

% of Total 3,0% 9,1% 12,1%


Count 56 10 66

Total Expected Count 56,0 10,0 66,0

% of Total 84,8% 15,2% 100,0%

Chi-Square Tests

Value df Asymp. Sig. (2- Exact Sig. (2- Exact Sig. (1-
sided) sided) sided)

Pearson Chi-Square 25,364a 1 ,000


Continuity Correctionb 20,343 1 ,000
Likelihood Ratio 18,035 1 ,000
Fisher's Exact Test ,000 ,000
Linear-by-Linear Association 24,979 1 ,000
N of Valid Cases 66

a. 1 cells (25,0%) have expected count less than 5. The minimum expected count is 1,21.
b. Computed only for a 2x2 table

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