kuesioner penelitian relationship marketing bank mandiri

86
Kuesioner Penelitian Relationship Marketing Bank Mandiri Syariah Surabaya Kepada Bapak/Ibu/Saudara/i yang terhormat, silahkan mengisi kuesioner berikut yang bertujuan mengetahui pengaruh relationship marketing terhadap loyalitas nasabah melalui kepuasan nasabah pada Bank Mandiri Syariah di Surabaya. Sebelumnya, saya ucapkan terimakasih sebesar-besarnya atas perhatian dan waktu Bapak/Ibu/Saudara/i. Kuesioner tersebut terdiri dari 2 bagian yaitu: Bagian I Pernyataan pada bagian I merupakan pernyataan yang berhubungan dengan identitas responden. Berilah tanda silang (X) yang sesuai dengan pilihan anda. 1. Berapa usia anda saat ini? a. ≥ 17 tahun b. < 17 tahun 2. Domisili anda saat ini? a. Kota Surabaya b. Luar Kota Surabaya 3. Kapan terakhir anda bertransaksi melalui Bank Mandiri Syariah di Kota Surabaya? a. ≤ 6 bulan b. > 6 bulan

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Page 1: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Kuesioner Penelitian Relationship Marketing Bank Mandiri

Syariah Surabaya

Kepada Bapak/Ibu/Saudara/i yang terhormat, silahkan

mengisi kuesioner berikut yang bertujuan mengetahui pengaruh

relationship marketing terhadap loyalitas nasabah melalui kepuasan

nasabah pada Bank Mandiri Syariah di Surabaya. Sebelumnya, saya

ucapkan terimakasih sebesar-besarnya atas perhatian dan waktu

Bapak/Ibu/Saudara/i. Kuesioner tersebut terdiri dari 2 bagian yaitu:

Bagian I

Pernyataan pada bagian I merupakan pernyataan yang

berhubungan dengan identitas responden. Berilah tanda silang (X)

yang sesuai dengan pilihan anda.

1. Berapa usia anda saat ini?

a. ≥ 17 tahun

b. < 17 tahun

2. Domisili anda saat ini?

a. Kota Surabaya

b. Luar Kota Surabaya

3. Kapan terakhir anda bertransaksi melalui Bank Mandiri

Syariah di Kota Surabaya?

a. ≤ 6 bulan

b. > 6 bulan

Page 2: Kuesioner Penelitian Relationship Marketing Bank Mandiri

4. Kapan terakhir kali anda bertransaksi tatap muka dengan

karyawan pada Bank Mandiri Syariah di Kota Surabaya?

a. ≤ 1 bulan

b. > 1 bulan

Bagian II

Pernyataan pada poin II (pernyataan yang berkaitan dengan

variabel relationship marketing, kepuasan nasabah dan loyalitas

nasabah Bank Mandiri Syariah di Kota Surabaya. Oleh karena itu

Bapak/Ibu/Saudara/i dimohon untuk memberikan tanda cek ()

pada salah satu kolom jawaban yang sesuai dengan pilihan anda).

Keterangan:

STS = Sangat Tidak Setuju

TS = Tidak Setuju

N = Netral

S = Setuju

SS = Sangat Setuju

No. Pernyataan STS TS N S SS

Kepercayaan (X1)

1 Saya percaya bahwa Bank Mandiri Syariah di Kota

Surabaya memiliki orientasi pada teknologi transaksi

terbaru.

2 Saya percaya bahwa Bank Mandiri Syariah di Kota

Surabaya memiliki nama baik di kalangan nasabah

perbankan.

3 Saya percaya bahwa Bank Mandiri Syariah di Kota

Surabaya selalu menjaga akun nasabah dari resiko

kehilangan dana yang dirasakan.

Page 3: Kuesioner Penelitian Relationship Marketing Bank Mandiri

No. Pernyataan STS TS N S SS

Komitmen (X2)

1 Menurut saya komitmen karyawan Bank Mandiri

Syariah di Kota Surabaya dalam memberikan

pelayanan sesuai dengan yang dijanjikan.

2 Menurut saya karyawan Bank Mandiri Syariah di

Kota Surabaya memiliki komitmen dalam

memberikan pelayanan pada waktu yang tepat.

3 Menurut saya komitmen karyawan Bank Mandiri

Syariah di Kota Surabaya dalam melayani konsumen

dapat dipercaya.

4 Menurut saya karyawan Bank Mandiri Syariah di

Kota Surabaya memiliki komitmen dalam merespon

kebutuhan konsumen.

Kemampuan Komunikasi (X3)

1 Menurut saya kemampuan komunikasi karyawan

Bank Mandiri Syariah di Kota Surabaya adalah

memiliki sifat keterbukaan dalam informasi yang

diberikan kepada nasabah.

2 Menurut saya kemampuan komunikasi karyawan

Bank Mandiri Syariah di Kota Surabaya adalah

kecepatan merespon terhadap berbagai pertanyaan

dari nasabah.

3 Menurut saya kemampuan komunikasi karyawan

Bank Mandiri Syariah di Kota Surabaya adalah

kualitas informasi yang diberikan kepada nasabah.

Kepuasan (Y1)

1 Saya puas akan keahlian manajemen Bank Mandiri

Syariah di Kota Surabaya.

2 Saya puas akan pengetahuan yang dimiliki karyawan

Bank Mandiri Syariah di Kota Surabaya.

3 Saya puas akan biaya pelayanan yang terjangkau dari

Bank Mandiri Syariah di Kota Surabaya.

4 Saya puas akan efisiensi dalam bertransaksi pada

Bank Mandiri Syariah di Kota Surabaya.

5 Saya puas akan fasilitas parkir yang disediakan oleh

Bank Mandiri Syariah di Kota Surabaya.

6 Saya puas akan kampanye iklan yang menarik dari

Bank Mandiri Syariah di Kota Surabaya.

Page 4: Kuesioner Penelitian Relationship Marketing Bank Mandiri

No. Pernyataan STS TS N S SS

Loyalitas (Y2)

1 Saya merasa sulit untuk berpindah dari Bank Mandiri

Syariah di Kota Surabaya.

2 Saya merasa memiliki hubungan baik dengan staf

Bank Mandiri Syariah di Kota Surabaya.

3 Saya merasa sikap yang dilakukan oleh Bank Mandiri

Syariah di Kota Surabaya sangat responsive terhadap

perubahan kebutuhan nasabah.

4 Saya merasa Bank Mandiri Syariah di Kota Surabaya

memiliki efisiensi dalam menangani keluhan nasabah.

5 Saya merasa Bank Mandiri Syariah di Kota Surabaya

memberikan penawaran imbalan dan manfaat yang

menarik bagi nasabah.

6 Saya merasa Bank lain tidak bisa menawarkan

produk dan layanan sesuai harapan dibandingkan

dengan Bank Mandiri Syariah di Kota Surabaya.

Page 5: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KP1 KP2 KP3 KM1 KM2 KM3 KM4 KK1 KK2 KK3 KN1

4 4 4 5 4 5 4 4 4 4 5

4 5 4 4 4 5 5 5 5 5 5

5 5 5 5 4 5 4 5 4 4 4

4 4 4 5 5 5 4 4 5 5 4

4 4 4 4 4 5 4 5 4 4 4

5 5 4 4 4 4 4 5 5 4 4

4 4 4 5 4 4 4 3 4 5 4

4 4 5 5 5 5 4 5 5 4 5

4 4 4 5 5 5 4 4 5 5 4

4 4 4 4 4 5 4 4 4 4 4

5 4 4 5 5 4 4 5 5 4 4

4 4 4 5 5 5 5 5 5 5 4

4 4 4 5 4 5 4 4 4 4 4

3 3 4 4 5 4 4 4 4 4 3

5 5 5 4 4 4 4 5 5 4 5

5 5 4 4 5 4 4 4 4 4 4

5 4 4 4 4 5 4 4 5 4 4

4 4 5 4 5 5 5 5 4 4 4

5 4 5 4 5 5 4 4 4 4 5

3 5 5 4 5 5 5 4 4 4 4

5 4 4 4 5 4 5 4 4 4 4

4 4 5 4 4 4 4 5 5 5 4

5 5 5 4 4 4 4 5 5 5 5

5 5 5 5 5 5 4 5 5 5 5

3 4 4 4 5 5 4 3 4 4 4

4 5 5 5 4 5 4 4 5 4 4

5 4 4 5 4 5 5 4 4 4 4

3 4 3 4 4 4 3 4 3 4 4

5 4 5 4 4 4 4 4 4 4 4

4 4 4 5 4 4 5 4 5 4 4

5 4 4 5 5 4 5 4 4 4 5

4 5 5 5 4 4 4 4 4 5 4

Page 6: Kuesioner Penelitian Relationship Marketing Bank Mandiri

5 5 5 5 4 4 4 5 5 4 4

4 4 4 4 4 4 4 4 4 3 4

4 4 4 4 4 4 4 4 4 5 5

5 5 5 4 4 4 4 4 4 5 4

4 4 4 3 3 4 3 4 4 4 4

5 4 4 4 3 4 4 4 4 5 4

5 4 4 4 3 3 4 4 4 5 4

5 4 4 5 5 5 5 5 4 4 4

4 4 4 4 4 4 4 5 4 5 5

4 4 5 5 4 4 5 4 5 4 4

5 4 5 4 4 4 4 4 4 4 4

3 4 4 5 4 5 4 4 5 4 4

5 4 5 4 4 5 4 5 4 4 4

5 4 4 4 4 4 4 4 4 4 4

4 4 4 3 4 3 3 4 4 3 3

4 4 3 5 4 4 4 4 4 4 4

4 4 4 4 4 4 3 4 4 4 4

4 4 4 4 3 3 4 4 3 4 4

4 4 4 4 4 4 4 3 4 3 4

4 4 4 4 4 4 5 5 5 4 4

4 4 4 4 4 4 4 4 4 4 4

4 5 4 3 3 4 4 4 4 4 4

3 4 5 3 4 4 4 5 4 4 4

4 4 5 4 4 3 4 4 3 4 4

4 5 4 3 4 4 4 4 4 3 4

3 4 4 3 4 4 4 4 5 4 4

3 4 5 4 4 4 4 5 4 5 4

5 5 4 5 5 5 4 4 4 5 5

5 4 4 3 4 4 4 5 4 5 4

5 5 4 5 4 4 4 4 5 5 5

5 5 4 5 5 5 4 5 4 5 4

4 4 5 5 5 5 4 3 4 5 4

4 4 4 5 5 4 4 5 4 5 4

Page 7: Kuesioner Penelitian Relationship Marketing Bank Mandiri

5 5 5 5 5 5 5 5 4 5 5

4 4 4 4 4 4 4 4 4 4 4

4 4 5 4 4 4 4 4 4 4 4

5 5 4 5 5 5 4 5 5 5 4

3 4 4 4 4 4 4 4 4 4 5

5 5 5 5 5 5 4 5 5 5 4

4 5 4 5 5 4 5 4 5 5 5

5 5 4 5 5 5 5 5 5 4 5

5 5 4 4 4 4 5 5 4 5 5

5 5 5 5 5 5 5 5 5 5 4

5 4 5 4 5 5 4 4 4 5 5

5 4 5 4 5 4 5 5 5 4 4

4 4 5 4 4 4 4 4 5 5 4

5 5 4 4 4 4 4 4 4 5 5

5 5 5 5 5 5 5 5 5 3 5

4 5 5 5 3 4 4 4 5 4 4

4 4 5 3 4 4 4 5 4 5 4

4 4 4 5 4 4 4 4 4 4 4

5 5 5 5 5 5 5 5 5 5 5

3 4 4 5 5 3 3 4 3 3 4

5 4 4 4 5 5 5 4 4 5 4

4 5 4 4 4 4 5 5 5 5 5

5 4 5 4 5 4 4 5 4 4 5

4 5 4 5 4 4 4 5 5 5 5

5 5 4 4 4 4 4 5 4 4 4

4 4 4 5 4 4 5 5 4 4 5

3 4 4 4 4 4 4 3 4 4 4

4 3 4 4 4 4 4 4 4 5 4

4 4 4 4 4 4 4 3 4 5 4

5 5 5 5 5 5 5 5 5 5 5

3 5 5 5 5 5 4 4 5 5 5

4 5 4 5 5 5 5 5 5 5 5

3 3 4 5 5 5 5 4 4 4 4

Page 8: Kuesioner Penelitian Relationship Marketing Bank Mandiri

4 4 4 4 4 5 4 4 5 5 4

4 4 3 5 5 4 4 4 3 3 3

5 4 4 5 5 5 5 4 4 5 4

5 5 5 5 4 5 4 5 5 5 5

4 4 4 4 5 5 4 4 4 4 4

4 4 4 4 4 4 4 4 4 5 5

4 4 4 4 5 4 4 3 4 4 4

4 4 4 4 4 5 5 4 4 4 4

3 3 3 3 3 3 3 3 3 3 3

5 4 4 5 5 4 5 5 4 4 5

4 4 4 5 5 5 5 5 5 5 4

4 4 4 4 4 5 4 5 4 5 4

4 4 4 5 4 5 4 4 5 4 5

3 3 4 4 4 3 4 3 3 4 3

3 3 3 4 3 3 4 4 4 4 4

5 4 5 4 4 4 4 5 4 5 4

4 4 4 4 4 4 4 4 5 4 4

5 4 4 4 4 5 5 5 4 4 4

5 5 4 4 5 5 5 5 5 4 4

4 4 5 4 5 5 5 5 5 5 4

5 5 4 5 5 5 5 4 5 4 5

4 5 4 5 4 5 5 4 5 5 4

Page 9: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KN2 KN3 KN4 KN5 KN6 LN1 LN2 LN3 LN4 LN5 LN6

5 4 5 4 4 4 4 4 4 4 5

4 4 5 5 5 4 4 4 5 4 4

4 4 5 5 4 5 4 4 4 4 4

5 5 5 5 5 4 5 5 5 5 5

5 4 5 4 4 4 4 5 4 5 4

4 4 4 4 4 5 5 5 4 5 5

4 4 4 4 4 5 5 5 4 4 4

5 4 4 5 5 5 4 4 5 5 4

4 4 4 5 4 4 5 5 4 4 4

4 4 4 4 4 4 4 4 5 4 5

4 4 5 5 4 5 5 5 4 5 5

5 4 4 5 5 4 4 4 4 5 5

4 4 4 4 3 5 4 4 4 5 3

4 4 4 4 4 4 5 4 4 4 4

5 4 5 4 4 4 4 4 4 5 5

4 5 4 5 4 4 4 4 4 4 5

4 5 5 4 4 4 5 5 5 5 4

4 5 5 5 4 4 5 5 4 4 4

3 4 4 5 4 5 5 5 4 5 4

5 5 5 5 4 4 4 4 4 5 4

4 4 5 4 5 4 5 5 4 4 5

5 5 4 5 4 5 5 5 5 5 4

5 5 4 5 5 4 4 4 5 4 4

5 5 5 5 5 4 4 5 5 4 5

5 3 4 3 4 4 5 5 5 4 5

3 4 4 4 4 4 5 4 5 5 5

4 3 4 5 4 4 4 5 5 5 5

3 3 3 4 4 5 5 4 5 4 4

4 5 5 4 4 4 4 4 4 4 4

5 5 5 4 4 4 4 4 4 4 4

4 4 4 4 4 4 4 4 5 4 5

4 4 4 4 4 4 4 4 4 4 4

Page 10: Kuesioner Penelitian Relationship Marketing Bank Mandiri

4 5 4 5 4 5 5 4 5 4 5

4 5 4 4 4 4 4 4 5 5 5

4 4 5 5 4 4 4 4 4 4 5

5 5 5 4 4 4 5 5 5 4 5

4 4 5 4 4 4 3 4 4 3 4

4 4 4 4 4 3 3 4 4 4 3

4 4 4 4 4 3 4 4 4 3 3

4 4 5 5 5 5 4 4 5 5 5

5 5 4 5 5 4 4 5 4 3 4

5 4 4 4 5 5 4 4 4 4 5

4 4 4 4 4 4 4 4 4 3 4

4 4 4 4 4 5 4 5 5 4 5

4 4 5 5 5 4 4 4 5 4 4

4 4 4 5 5 4 4 4 5 4 5

4 3 3 4 4 3 4 3 4 4 4

4 4 4 4 4 3 4 4 4 3 4

4 4 3 4 4 3 4 3 4 4 3

3 4 4 4 4 3 4 4 3 3 4

4 4 4 4 4 4 3 4 3 4 3

4 4 4 5 4 4 4 5 4 4 4

4 4 4 4 4 4 3 4 4 3 3

4 4 4 5 5 4 4 3 4 4 4

4 4 4 5 5 3 4 3 4 4 4

4 5 4 4 4 4 4 4 3 4 4

4 4 4 4 4 4 4 4 4 3 4

4 4 5 4 4 4 3 4 4 4 3

4 5 5 5 5 4 3 4 4 3 4

4 4 5 4 4 5 5 4 5 5 5

4 4 4 5 4 4 4 4 4 3 4

4 4 4 4 5 4 4 4 5 3 4

4 5 5 5 4 5 5 5 5 4 5

4 4 5 5 4 5 5 5 5 5 5

4 4 4 5 5 4 4 4 5 5 5

Page 11: Kuesioner Penelitian Relationship Marketing Bank Mandiri

5 5 4 4 5 4 5 5 5 5 5

4 4 4 4 4 4 4 4 3 4 4

4 4 4 4 4 4 4 4 4 3 4

4 5 5 5 5 5 5 5 4 5 5

4 5 4 4 5 4 4 4 4 4 4

4 4 4 4 4 5 5 5 5 5 4

4 4 5 4 4 5 5 5 5 5 5

5 5 4 5 5 5 5 5 5 5 5

4 4 4 5 4 5 5 5 5 4 5

4 5 5 5 4 5 5 5 5 4 5

4 5 5 5 4 5 5 5 4 5 4

5 5 5 4 5 5 5 5 5 5 5

5 5 4 5 4 5 5 5 4 5 4

5 4 5 4 4 4 4 4 5 4 4

4 5 5 5 5 4 4 5 5 4 5

4 4 4 4 4 5 5 4 5 5 5

4 4 5 4 4 4 4 4 3 3 4

4 4 4 4 4 4 4 4 5 3 4

5 5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 5 5 5 4 5 5

5 5 4 4 4 4 5 5 4 4 4

5 5 5 5 4 4 4 4 4 5 5

4 5 5 5 4 4 4 4 4 4 5

4 4 4 4 5 5 5 4 5 4 5

4 4 5 5 4 5 5 5 5 5 5

4 5 4 4 5 5 4 5 4 4 5

4 3 4 4 4 4 4 4 4 4 4

4 4 4 4 4 4 3 5 4 4 4

4 4 4 5 4 3 3 4 4 4 3

5 5 5 5 5 5 5 5 5 4 4

4 5 4 5 4 5 4 4 5 5 4

4 5 5 4 4 5 4 4 5 5 4

4 4 4 4 4 4 5 5 5 4 4

Page 12: Kuesioner Penelitian Relationship Marketing Bank Mandiri

5 5 5 4 5 4 4 4 5 4 5

4 3 4 4 4 4 4 4 4 4 4

5 5 4 4 4 4 4 4 4 5 5

5 5 5 5 5 4 3 4 4 4 3

4 4 4 4 4 4 5 5 5 4 4

4 4 4 4 4 4 4 4 4 5 5

3 3 3 4 4 5 4 4 4 5 5

4 4 4 4 4 4 5 5 5 5 4

3 3 3 3 3 3 3 3 3 3 3

4 4 4 5 4 5 4 4 5 5 4

5 5 4 5 4 4 5 5 5 4 4

4 4 4 4 4 4 5 3 5 4 5

5 5 4 5 5 4 4 4 4 4 5

4 4 4 4 4 4 4 4 3 4 4

3 3 3 4 4 3 4 5 5 4 4

4 5 5 4 4 5 5 5 5 5 5

4 4 4 4 4 5 5 5 5 4 4

4 5 5 5 4 4 5 5 5 5 4

4 4 5 4 5 4 5 5 4 4 4

5 5 5 5 4 5 4 5 4 5 4

4 4 5 5 4 5 4 4 5 5 4

4 4 5 4 4 4 5 5 5 5 5

Page 13: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Frequency Table

KP1

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 16 13.3 13.3 13.3

4 57 47.5 47.5 60.8

5 47 39.2 39.2 100.0

Total 120 100.0 100.0

KP2

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 6 5.0 5.0 5.0

4 76 63.3 63.3 68.3

5 38 31.7 31.7 100.0

Page 14: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KP2

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 6 5.0 5.0 5.0

4 76 63.3 63.3 68.3

5 38 31.7 31.7 100.0

Total 120 100.0 100.0

KP3

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 5 4.2 4.2 4.2

4 77 64.2 64.2 68.3

5 38 31.7 31.7 100.0

Total 120 100.0 100.0

Page 15: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KM1

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 9 7.5 7.5 7.5

4 61 50.8 50.8 58.3

5 50 41.7 41.7 100.0

Total 120 100.0 100.0

KM2

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 8 6.7 6.7 6.7

4 67 55.8 55.8 62.5

5 45 37.5 37.5 100.0

Total 120 100.0 100.0

Page 16: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KM3

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 8 6.7 6.7 6.7

4 62 51.7 51.7 58.3

5 50 41.7 41.7 100.0

Total 120 100.0 100.0

KM4

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 6 5.0 5.0 5.0

4 80 66.7 66.7 71.7

5 34 28.3 28.3 100.0

Total 120 100.0 100.0

Page 17: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KK1

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 9 7.5 7.5 7.5

4 64 53.3 53.3 60.8

5 47 39.2 39.2 100.0

Total 120 100.0 100.0

KK2

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 7 5.8 5.8 5.8

4 69 57.5 57.5 63.3

5 44 36.7 36.7 100.0

Total 120 100.0 100.0

Page 18: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KK3

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 8 6.7 6.7 6.7

4 63 52.5 52.5 59.2

5 49 40.8 40.8 100.0

Total 120 100.0 100.0

KN1

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 5 4.2 4.2 4.2

4 82 68.3 68.3 72.5

5 33 27.5 27.5 100.0

Total 120 100.0 100.0

Page 19: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KN2

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 7 5.8 5.8 5.8

4 83 69.2 69.2 75.0

5 30 25.0 25.0 100.0

Total 120 100.0 100.0

KN3

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 9 7.5 7.5 7.5

4 69 57.5 57.5 65.0

5 42 35.0 35.0 100.0

Total 120 100.0 100.0

Page 20: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KN4

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 6 5.0 5.0 5.0

4 68 56.7 56.7 61.7

5 46 38.3 38.3 100.0

Total 120 100.0 100.0

KN5

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 2 1.7 1.7 1.7

4 68 56.7 56.7 58.3

5 50 41.7 41.7 100.0

Total 120 100.0 100.0

Page 21: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KN6

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 2 1.7 1.7 1.7

4 87 72.5 72.5 74.2

5 31 25.8 25.8 100.0

Total 120 100.0 100.0

LN1

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 10 8.3 8.3 8.3

4 70 58.3 58.3 66.7

5 40 33.3 33.3 100.0

Total 120 100.0 100.0

Page 22: Kuesioner Penelitian Relationship Marketing Bank Mandiri

LN2

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 10 8.3 8.3 8.3

4 64 53.3 53.3 61.7

5 46 38.3 38.3 100.0

Total 120 100.0 100.0

LN3

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 6 5.0 5.0 5.0

4 65 54.2 54.2 59.2

5 49 40.8 40.8 100.0

Total 120 100.0 100.0

Page 23: Kuesioner Penelitian Relationship Marketing Bank Mandiri

LN4

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 7 5.8 5.8 5.8

4 58 48.3 48.3 54.2

5 55 45.8 45.8 100.0

Total 120 100.0 100.0

LN5

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 15 12.5 12.5 12.5

4 61 50.8 50.8 63.3

5 44 36.7 36.7 100.0

Total 120 100.0 100.0

Page 24: Kuesioner Penelitian Relationship Marketing Bank Mandiri

LN6

Frequency Percent Valid Percent Cumulative

Percent

Valid 3 10 8.3 8.3 8.3

4 60 50.0 50.0 58.3

5 50 41.7 41.7 100.0

Total 120 100.0 100.0

Page 25: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Descriptives

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

KP1 120 3 5 4.26 .680

KP2 120 3 5 4.27 .546

KP3 120 3 5 4.28 .534

KP 120 3 5 4.27 .442

Valid N (listwise) 120

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

KM1 120 3 5 4.34 .615

KM2 120 3 5 4.31 .591

KM3 120 3 5 4.35 .603

KM4 120 3 5 4.23 .530

KM 120 3 5 4.31 .443

Valid N (listwise) 120

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

KK1 120 3 5 4.32 .608

KK2 120 3 5 4.31 .577

KK3 120 3 5 4.34 .601

KK 120 3 5 4.32 .441

Valid N (listwise) 120

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

KN1 120 3 5 4.23 .514

KN2 120 3 5 4.19 .523

KN3 120 3 5 4.27 .594

KN4 120 3 5 4.33 .570

KN5 120 3 5 4.40 .525

KN6 120 3 5 4.24 .467

KN 120 3 5 4.28 .356

Valid N (listwise) 120

Page 26: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

LN1 120 3 5 4.25 .598

LN2 120 3 5 4.30 .616

LN3 120 3 5 4.36 .577

LN4 120 3 5 4.40 .600

LN5 120 3 5 4.24 .661

LN6 120 3 5 4.33 .626

LN 120 3 5 4.31 .435

Valid N (listwise) 120

Page 27: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Analysis Summary

Date and Time

Date: 19 Desember 2011

Time: 13:40:35

Title

skripsi: 19 Desember 2011 13:40

Notes for Group (Group number 1)

The model is recursive.

Sample size = 120

Variable Summary (Group number 1)

Your model contains the following variables (Group number 1)

Observed, endogenous variables

KP3

KP2

KP1

KM1

KM2

KM3

KM4

KK1

KK2

KK3

KN7

KN6

KN5

KN4

KN3

KN2

KN1

LN1

LN2

LN3

LN4

LN5

LN6

Unobserved, endogenous variables

KP

KM

KK

Page 28: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KN

LN

Unobserved, exogenous variables

e1

e2

e3

e6

e7

e8

e9

e11

e12

e13

e21

e22

e23

e24

e25

e26

e27

e14

e15

e16

e17

e18

e19

e4

e5

e10

e20

e28

Variable counts (Group number 1)

Number of variables in your model: 56

Number of observed variables: 23

Number of unobserved variables: 33

Number of exogenous variables: 28

Number of endogenous variables: 28

Parameter summary (Group number 1)

Weights Covariances Variances Means Intercepts Total

Fixed 33 0 0 0 0 33

Labeled 0 0 0 0 0 0

Unlabeled 25 0 28 0 0 53

Total 58 0 28 0 0 86

Page 29: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Assessment of normality (Group number 1)

Variable min max skew c.r. kurtosis c.r.

LN6 3,000 5,000 -,382 -1,707 -,673 -1,506

LN5 3,000 5,000 -,304 -1,357 -,762 -1,704

LN4 3,000 5,000 -,432 -1,932 -,674 -1,508

LN3 3,000 5,000 -,223 -,999 -,718 -1,606

LN2 3,000 5,000 -,286 -1,277 -,643 -1,438

LN1 3,000 5,000 -,148 -,663 -,519 -1,161

KN6 3,000 5,000 ,700 3,129 -,282 -,630

KN5 3,000 5,000 ,056 ,250 -1,226 -2,742

KN4 3,000 5,000 -,142 -,634 -,681 -1,524

KN3 3,000 5,000 -,165 -,737 -,557 -1,246

KN2 3,000 5,000 ,201 ,899 ,054 ,121

KN1 3,000 5,000 ,276 1,235 -,187 -,418

KK1 3,000 5,000 -,285 -1,274 -,645 -1,442

KK2 3,000 5,000 -,138 -,617 -,611 -1,367

KK3 3,000 5,000 -,305 -1,365 -,664 -1,484

KM1 3,000 5,000 -,359 -1,608 -,665 -1,487

KM2 3,000 5,000 -,204 -,911 -,618 -1,381

KM3 3,000 5,000 -,331 -1,480 -,668 -1,495

KM4 3,000 5,000 ,173 ,771 -,229 -,511

KP1 3,000 5,000 -,368 -1,644 -,834 -1,864

KP2 3,000 5,000 ,070 ,313 -,441 -,987

KP3 3,000 5,000 ,139 ,624 -,482 -1,077

Multivariate

-3,493 -,589

Observations farthest from the centroid (Mahalanobis distance) (Group number 1)

Observation number Mahalanobis d-squared p1 p2

85 39,625 ,012 ,764

113 35,438 ,035 ,924

25 35,231 ,037 ,820

20 31,383 ,089 ,995

110 31,179 ,093 ,989

19 31,125 ,094 ,973

105 31,046 ,095 ,946

54 30,898 ,098 ,912

27 30,158 ,115 ,942

28 29,758 ,124 ,940

42 29,379 ,134 ,940

91 29,136 ,141 ,928

26 29,024 ,144 ,898

47 28,768 ,152 ,887

Page 30: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Observation number Mahalanobis d-squared p1 p2

80 28,469 ,161 ,885

100 28,413 ,162 ,838

111 28,174 ,170 ,828

55 27,746 ,184 ,862

117 27,642 ,188 ,827

15 27,412 ,196 ,822

66 27,173 ,205 ,820

59 27,114 ,207 ,771

101 26,548 ,229 ,861

1 26,496 ,231 ,819

97 26,209 ,243 ,838

96 26,056 ,249 ,824

16 25,660 ,267 ,873

58 25,155 ,290 ,931

5 25,143 ,290 ,900

69 25,128 ,291 ,863

64 25,085 ,293 ,825

77 24,949 ,300 ,811

81 24,814 ,306 ,798

87 24,782 ,308 ,748

11 24,760 ,309 ,689

82 24,724 ,310 ,631

108 24,693 ,312 ,569

8 24,361 ,329 ,643

74 24,207 ,336 ,638

17 24,204 ,337 ,565

13 24,169 ,338 ,504

44 23,580 ,370 ,703

88 23,429 ,378 ,702

65 23,364 ,381 ,663

99 23,067 ,398 ,727

40 22,995 ,402 ,694

12 22,869 ,409 ,684

50 22,825 ,412 ,636

93 22,824 ,412 ,565

3 22,740 ,417 ,534

94 22,621 ,423 ,521

102 22,573 ,426 ,471

41 22,419 ,435 ,478

33 22,206 ,448 ,514

34 22,156 ,451 ,467

79 22,100 ,454 ,424

49 22,096 ,454 ,356

76 22,094 ,454 ,291

Page 31: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Observation number Mahalanobis d-squared p1 p2

21 22,064 ,456 ,245

86 22,024 ,458 ,205

71 22,012 ,459 ,161

36 21,889 ,467 ,156

30 21,812 ,471 ,138

116 21,802 ,472 ,104

37 21,718 ,477 ,092

72 21,435 ,494 ,128

57 21,334 ,500 ,118

4 21,165 ,511 ,127

6 21,087 ,515 ,112

78 21,059 ,517 ,087

98 21,041 ,518 ,064

39 21,029 ,519 ,046

31 20,956 ,523 ,038

9 20,876 ,528 ,032

22 20,784 ,534 ,028

62 20,624 ,544 ,030

45 20,567 ,548 ,023

119 20,535 ,550 ,016

114 20,499 ,552 ,011

107 20,383 ,559 ,011

112 20,361 ,560 ,007

70 20,275 ,566 ,006

38 20,264 ,567 ,003

63 20,204 ,570 ,002

109 19,813 ,595 ,007

120 19,810 ,595 ,004

61 19,550 ,611 ,006

89 19,468 ,616 ,005

35 19,372 ,622 ,004

56 19,203 ,633 ,004

14 19,175 ,634 ,003

51 19,014 ,644 ,003

90 18,822 ,656 ,003

2 18,517 ,675 ,006

18 18,497 ,676 ,004

60 18,473 ,678 ,002

7 18,303 ,688 ,002

24 17,918 ,711 ,005

52 17,565 ,731 ,011

118 17,474 ,737 ,008

Sample Moments (Group number 1)

Page 32: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Sample Covariances (Group number 1)

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Page 33: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Page 34: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Condition number = 46,223

Eigenvalues

2,471 1,658 ,717 ,594 ,460 ,368 ,299 ,269 ,254 ,227 ,199 ,189 ,181 ,180 ,147 ,140 ,134 ,124

,102 ,083 ,075 ,073 ,053

Determinant of sample covariance matrix = ,000

Sample Correlations (Group number 1)

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N

6

L

N

5

L

N

4

L

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3

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N

2

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N

1

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Page 35: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Page 36: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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,

1

7

0

,

2

7

0

,

5

3

5

1

,

0

0

0

K

K

1

,

0

1

4

-

,

0

2

6

-

,

0

5

3

,

0

3

6

,

0

1

9

-

,

0

2

2

,

2

3

2

,

2

4

3

,

1

0

9

,

0

8

0

,

0

3

3

,

0

5

7

,

1

5

5

,

4

3

8

,

6

0

2

1

,

0

0

0

K

M

4

,

0

1

3

-

,

0

7

2

-

,

0

3

5

-

,

0

1

8

-

,

0

5

4

,

0

0

0

,

0

8

2

,

0

9

5

,

0

7

5

,

0

0

8

-

,

0

5

4

,

0

1

2

,

1

6

2

,

3

1

1

,

3

1

1

,

5

1

6

1

,

0

0

0

K

M

3

,

1

3

7

,

0

0

0

,

0

0

2

,

0

6

0

,

0

4

6

-

,

0

1

2

,

1

4

4

,

1

3

2

,

1

5

3

,

0

3

2

,

0

4

1

,

1

0

9

,

1

1

6

,

4

0

3

,

2

3

9

,

4

7

8

,

6

6

1

1

,

0

0

0

K

M

2

,

0

2

5

-

,

0

9

0

-

,

0

8

9

,

0

0

5

,

0

1

1

-

,

0

0

3

,

2

2

2

,

2

1

5

,

1

7

5

,

0

6

0

,

0

9

0

,

1

5

2

,

1

8

1

,

2

9

8

,

2

5

9

,

4

2

8

,

5

8

9

,

7

3

2

1

,

0

0

0

K

M

1

,

0

2

5

-

,

0

5

3

-

,

0

5

8

,

0

6

3

,

1

1

4

,

0

9

7

,

2

5

7

,

2

0

6

,

2

0

5

,

1

4

1

,

0

4

5

,

1

2

1

,

1

9

1

,

3

5

8

,

3

1

6

,

3

6

7

,

4

7

2

,

6

0

9

,

7

1

9

1

,

0

0

0

K

P

1

,

0

0

5

,

0

2

1

-

,

0

3

4

,

0

8

4

,

0

9

0

,

1

2

1

,

2

7

8

,

2

2

1

,

2

3

1

,

1

7

8

,

1

0

8

,

2

1

9

,

2

0

8

,

0

8

1

,

1

8

3

,

2

1

0

,

2

8

3

,

3

3

1

,

5

2

6

,

4

8

2

1

,

0

0

0

K

P

2

-

,

0

7

0

-

,

0

2

6

-

,

0

7

3

-

,

0

1

1

-

,

0

0

1

,

0

0

8

,

2

7

6

,

0

7

6

,

1

5

5

,

1

8

6

,

0

3

6

,

0

7

4

,

1

6

3

,

1

2

1

,

1

6

3

,

2

4

4

,

2

9

8

,

3

2

4

,

4

1

8

,

5

7

1

,

5

3

3

1

,

0

0

0

K

P

3

-

,

0

2

5

-

,

0

6

2

-

,

1

3

5

-

,

0

8

0

,

0

1

4

,

0

2

0

,

2

5

3

,

1

3

5

,

2

0

0

,

0

3

8

-

,

0

1

4

,

0

9

5

,

1

8

4

,

1

6

3

,

2

8

9

,

3

1

7

,

4

5

2

,

3

7

5

,

5

3

4

,

6

0

7

,

5

4

4

,

5

9

3

1

,

0

0

0

Condition number = 46,194

Page 37: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Eigenvalues

6,149 4,180 1,870 1,602 1,107 ,930 ,816 ,714 ,665 ,601 ,545 ,528 ,478 ,434 ,392 ,357 ,346

,318 ,257 ,217 ,189 ,171 ,133

Notes for Model (Default model)

Computation of degrees of freedom (Default model)

Number of distinct sample moments: 276

Number of distinct parameters to be estimated: 53

Degrees of freedom (276 - 53): 223

Result (Default model)

Minimum was achieved

Chi-square = 454,942

Degrees of freedom = 223

Probability level = ,000

Estimates (Group number 1 - Default model)

Scalar Estimates (Group number 1 - Default model)

Maximum Likelihood Estimates

Regression Weights: (Group number 1 - Default model)

Estimate S.E. C.R. P Label

KN <--- KP ,169 ,108 3,566 *** par_19

KN <--- KM -,032 ,103 5,313 *** par_20

KN <--- KK ,349 ,125 2,779 ,005 par_21

LN <--- KM -,002 ,106 4,018 *** par_22

LN <--- KK -,045 ,128 4,351 *** par_23

LN <--- KP -,152 ,109 3,388 *** par_24

LN <--- KN ,629 ,152 4,148 *** par_25

KP3 <--- KP 1,000

KP2 <--- KP ,984 ,147 6,713 *** par_1

KP1 <--- KP ,761 ,118 6,431 *** par_2

KM1 <--- KM 1,000

KM2 <--- KM 1,241 ,123 10,098 *** par_3

KM3 <--- KM 1,112 ,126 8,846 *** par_4

KM4 <--- KM ,886 ,122 7,246 *** par_5

KK1 <--- KK 1,000

KK2 <--- KK 1,357 ,225 6,026 *** par_6

KK3 <--- KK ,976 ,167 5,830 *** par_7

KN6 <--- KN 1,148 ,180 6,369 *** par_8

Page 38: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Estimate S.E. C.R. P Label

KN5 <--- KN 1,212 ,191 6,337 *** par_9

KN4 <--- KN 1,233 ,189 6,528 *** par_10

KN3 <--- KN 1,190 ,192 6,208 *** par_11

KN2 <--- KN 1,103 ,178 6,183 *** par_12

KN1 <--- KN 1,216 ,196 6,209 *** par_13

LN1 <--- LN 1,000

LN2 <--- LN ,953 ,145 6,573 *** par_14

LN3 <--- LN ,931 ,154 6,053 *** par_15

LN4 <--- LN ,952 ,157 6,065 *** par_16

LN5 <--- LN ,886 ,149 5,925 *** par_17

LN6 <--- LN 1,025 ,163 6,280 *** par_18

Standardized Regression Weights: (Group number 1 - Default model)

Estimate

KN <--- KP ,217

KN <--- KM -,042

KN <--- KK ,354

LN <--- KM -,002

LN <--- KK -,043

LN <--- KP -,183

LN <--- KN ,592

KP3 <--- KP ,769

KP2 <--- KP ,764

KP1 <--- KP ,708

KM1 <--- KM ,765

KM2 <--- KM ,889

KM3 <--- KM ,836

KM4 <--- KM ,694

KK1 <--- KK ,883

KK2 <--- KK ,872

KK3 <--- KK ,727

KN6 <--- KN ,885

KN5 <--- KN ,694

KN4 <--- KN ,728

KN3 <--- KN ,704

KN2 <--- KN ,807

KN1 <--- KN ,710

LN1 <--- LN ,897

LN2 <--- LN ,676

LN3 <--- LN ,656

LN4 <--- LN ,762

LN5 <--- LN ,832

LN6 <--- LN ,687

Page 39: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Variances: (Group number 1 - Default model)

Estimate S.E. C.R. P Label

e4

,248 ,058 4,266 *** par_26

e5

,250 ,053 4,715 *** par_27

e10

,155 ,042 3,704 *** par_28

e28

,124 ,035 3,559 *** par_29

e20

,115 ,031 3,770 *** par_30

e1

,172 ,038 4,575 *** par_31

e2

,171 ,037 4,669 *** par_32

e3

,143 ,026 5,490 *** par_33

e6

,177 ,028 6,274 *** par_34

e7

,102 ,028 3,677 *** par_35

e8

,133 ,027 4,869 *** par_36

e9

,211 ,032 6,563 *** par_37

e11

,178 ,031 5,741 *** par_38

e12

,090 ,042 2,162 ,031 par_39

e13

,228 ,038 6,060 *** par_40

e21

,224 ,032 6,904 *** par_41

e22

,225 ,035 6,393 *** par_42

e23

,238 ,037 6,404 *** par_43

e24

,204 ,032 6,395 *** par_44

e25

,217 ,033 6,510 *** par_45

e26

,184 ,029 6,348 *** par_46

e27

,218 ,035 6,278 *** par_47

e14

,179 ,029 6,161 *** par_48

e15

,183 ,029 6,313 *** par_49

e16

,195 ,030 6,548 *** par_50

e17

,197 ,030 6,472 *** par_51

e18

,201 ,030 6,608 *** par_52

e19

,199 ,032 6,307 *** par_53

Squared Multiple Correlations: (Group number 1 - Default model)

Estimate

KK

,000

KM

,000

KP

,000

KN

,174

LN

,321

LN6

,472

LN5

,399

LN4

,439

LN3

,431

LN2

,458

LN1

,486

Page 40: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Estimate

KN1

,505

KN2

,499

KN3

,496

KN4

,529

KN5

,482

KN6

,469

KN7

,402

KK3

,393

KK2

,760

KK1

,467

KM4

,482

KM3

,699

KM2

,790

KM1

,585

KP1

,501

KP2

,584

KP3

,591

Matrices (Group number 1 - Default model)

Implied (for all variables) Covariances (Group number 1 - Default model)

K

K

K

M

K

P

K

N

L

N

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

K

K

,

1

5

5

K

M

,

0

0

0

,

2

5

0

K

P

,

0

0

0

,

0

0

0

,

2

4

8

K

N

,

0

5

4

-

,

0

0

8

,

0

4

2

,

1

5

0

L

N

,

0

2

7

-

,

0

0

6

-

,

0

1

1

,

0

8

6

,

1

7

0

Page 41: Kuesioner Penelitian Relationship Marketing Bank Mandiri

K

K

K

M

K

P

K

N

L

N

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

L

N

6

,

0

2

8

-

,

0

0

6

-

,

0

1

2

,

0

8

8

,

1

7

4

,

3

7

8

L

N

5

,

0

2

4

-

,

0

0

5

-

,

0

1

0

,

0

7

6

,

1

5

0

,

1

5

4

,

3

3

4

L

N

4

,

0

2

6

-

,

0

0

5

-

,

0

1

1

,

0

8

2

,

1

6

2

,

1

6

6

,

1

4

3

,

3

5

1

L

N

3

,

0

2

5

-

,

0

0

5

-

,

0

1

0

,

0

8

0

,

1

5

8

,

1

6

2

,

1

4

0

,

1

5

1

,

3

4

2

L

N

2

,

0

2

6

-

,

0

0

5

-

,

0

1

1

,

0

8

2

,

1

6

2

,

1

6

6

,

1

4

3

,

1

5

4

,

1

5

1

,

3

3

7

L

N

1

,

0

2

7

-

,

0

0

6

-

,

0

1

1

,

0

8

6

,

1

7

0

,

1

7

4

,

1

5

0

,

1

6

2

,

1

5

8

,

1

6

2

,

3

4

9

K

N

1

,

0

6

6

-

,

0

1

0

,

0

5

1

,

1

8

3

,

1

0

4

,

1

0

7

,

0

9

2

,

0

9

9

,

0

9

7

,

1

0

0

,

1

0

4

,

4

4

1

K

N

2

,

0

6

0

-

,

0

0

9

,

0

4

6

,

1

6

6

,

0

9

5

,

0

9

7

,

0

8

4

,

0

9

0

,

0

8

8

,

0

9

0

,

0

9

5

,

2

0

2

,

3

6

7

K

N

3

,

0

6

5

-

,

0

1

0

,

0

5

0

,

1

7

9

,

1

0

2

,

1

0

5

,

0

9

1

,

0

9

7

,

0

9

5

,

0

9

7

,

1

0

2

,

2

1

8

,

1

9

8

,

4

3

0

K , - , , , , , , , , , , , , ,

Page 42: Kuesioner Penelitian Relationship Marketing Bank Mandiri

K

K

K

M

K

P

K

N

L

N

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

N

4

0

6

7

,

0

1

0

0

5

2

1

8

6

1

0

6

1

0

9

0

9

4

1

0

1

0

9

9

1

0

1

1

0

6

2

2

6

2

0

5

2

2

1

4

3

2

K

N

5

,

0

6

6

-

,

0

1

0

,

0

5

1

,

1

8

2

,

1

0

4

,

1

0

7

,

0

9

2

,

0

9

9

,

0

9

7

,

0

9

9

,

1

0

4

,

2

2

2

,

2

0

1

,

2

1

7

,

2

2

5

,

4

5

9

K

N

6

,

0

6

2

-

,

0

0

9

,

0

4

8

,

1

7

3

,

0

9

9

,

1

0

1

,

0

8

7

,

0

9

4

,

0

9

2

,

0

9

4

,

0

9

9

,

2

1

0

,

1

9

1

,

2

0

6

,

2

1

3

,

2

1

0

,

4

2

4

K

N

7

,

0

5

4

-

,

0

0

8

,

0

4

2

,

1

5

0

,

0

8

6

,

0

8

8

,

0

7

6

,

0

8

2

,

0

8

0

,

0

8

2

,

0

8

6

,

1

8

3

,

1

6

6

,

1

7

9

,

1

8

6

,

1

8

2

,

1

7

3

,

3

7

4

K

K

3

,

1

5

2

,

0

0

0

,

0

0

0

,

0

5

3

,

0

2

6

,

0

2

7

,

0

2

3

,

0

2

5

,

0

2

5

,

0

2

5

,

0

2

6

,

0

6

4

,

0

5

8

,

0

6

3

,

0

6

5

,

0

6

4

,

0

6

1

,

0

5

3

,

3

7

7

K

K

2

,

2

1

1

,

0

0

0

,

0

0

0

,

0

7

4

,

0

3

7

,

0

3

8

,

0

3

3

,

0

3

5

,

0

3

4

,

0

3

5

,

0

3

7

,

0

8

9

,

0

8

1

,

0

8

8

,

0

9

1

,

0

8

9

,

0

8

4

,

0

7

4

,

2

0

6

,

3

7

7

K

K

1

,

1

5

5

,

0

0

0

,

0

0

0

,

0

5

4

,

0

2

7

,

0

2

8

,

0

2

4

,

0

2

6

,

0

2

5

,

0

2

6

,

0

2

7

,

0

6

6

,

0

6

0

,

0

6

5

,

0

6

7

,

0

6

6

,

0

6

2

,

0

5

4

,

1

5

2

,

2

1

1

,

3

3

3

K

M

4

,

0

0

0

,

2

2

1

,

0

0

0

-

,

0

0

7

-

,

0

0

5

-

,

0

0

5

-

,

0

0

4

-

,

0

0

5

-

,

0

0

5

-

,

0

0

5

-

,

0

0

5

-

,

0

0

9

-

,

0

0

8

-

,

0

0

8

-

,

0

0

9

-

,

0

0

9

-

,

0

0

8

-

,

0

0

7

,

0

0

0

,

0

0

0

,

0

0

0

,

4

0

7

K

M

3

,

0

0

0

,

2

7

8

,

0

0

0

-

,

0

0

9

-

,

0

0

6

-

,

0

0

6

-

,

0

0

5

-

,

0

0

6

-

,

0

0

6

-

,

0

0

6

-

,

0

0

6

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0

0

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0

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0

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4

6

,

4

4

2

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M

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0

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3

1

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,

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6

Page 43: Kuesioner Penelitian Relationship Marketing Bank Mandiri

K

K

K

M

K

P

K

N

L

N

L

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6

L

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5

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4

L

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3

L

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2

L

N

1

K

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1

K

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K

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3

K

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4

K

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5

K

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6

K

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7

K

K

3

K

K

2

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K

1

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3

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M

1

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0

Implied (for all variables) Correlations (Group number 1 - Default model)

K

K

K

M

K

P

K

N

L

N

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

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4

K

M

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M

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K

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K

P

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2

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2

1

7

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,

0

0

0

Page 44: Kuesioner Penelitian Relationship Marketing Bank Mandiri

K

K

K

M

K

P

K

N

L

N

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

L

N

,

1

6

7

-

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7

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5

5

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5

3

7

1

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6

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9

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6

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5

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K , - , , , , , , , , , , , 1

Page 45: Kuesioner Penelitian Relationship Marketing Bank Mandiri

K

K

K

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K

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L

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2

L

N

1

K

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1

K

N

2

K

N

3

K

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4

K

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5

K

N

6

K

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7

K

K

3

K

K

2

K

K

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4

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M

3

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2

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K

P

1

K

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2

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3

N

3

2

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0

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0

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9

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5

3

7

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4

3

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9

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6

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4

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6

2

6

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5

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9

8

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4

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2

5

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-

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1

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8

,

7

2

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3

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9

4

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5

,

2

1

1

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9

6

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5

4

7

1

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6

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3

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1

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1

6

6

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4

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,

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,

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,

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1

,

Page 46: Kuesioner Penelitian Relationship Marketing Bank Mandiri

K

K

K

M

K

P

K

N

L

N

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

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M

2

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1

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3

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3

,

1

0

5

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

5

4

1

1

,

0

0

0

K

P

3

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0

0

0

,

0

0

0

,

7

6

9

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1

6

7

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0

4

2

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0

2

9

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0

2

7

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0

2

8

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0

2

8

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2

8

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0

2

9

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1

1

8

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1

1

8

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7

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6

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,

0

0

0

,

0

0

0

,

5

4

4

,

5

8

7

1

,

0

0

0

Implied Covariances (Group number 1 - Default model)

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

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M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

L

N

6

,

3

7

8

L

N

5

,

1

5

4

,

3

3

4

L

N

4

,

1

6

6

,

1

4

3

,

3

5

1

Page 47: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

L

N

3

,

1

6

2

,

1

4

0

,

1

5

1

,

3

4

2

L

N

2

,

1

6

6

,

1

4

3

,

1

5

4

,

1

5

1

,

3

3

7

L

N

1

,

1

7

4

,

1

5

0

,

1

6

2

,

1

5

8

,

1

6

2

,

3

4

9

K

N

1

,

1

0

7

,

0

9

2

,

0

9

9

,

0

9

7

,

1

0

0

,

1

0

4

,

4

4

1

K

N

2

,

0

9

7

,

0

8

4

,

0

9

0

,

0

8

8

,

0

9

0

,

0

9

5

,

2

0

2

,

3

6

7

K

N

3

,

1

0

5

,

0

9

1

,

0

9

7

,

0

9

5

,

0

9

7

,

1

0

2

,

2

1

8

,

1

9

8

,

4

3

0

K

N

4

,

1

0

9

,

0

9

4

,

1

0

1

,

0

9

9

,

1

0

1

,

1

0

6

,

2

2

6

,

2

0

5

,

2

2

1

,

4

3

2

K

N

5

,

1

0

7

,

0

9

2

,

0

9

9

,

0

9

7

,

0

9

9

,

1

0

4

,

2

2

2

,

2

0

1

,

2

1

7

,

2

2

5

,

4

5

9

K

N

6

,

1

0

1

,

0

8

7

,

0

9

4

,

0

9

2

,

0

9

4

,

0

9

9

,

2

1

0

,

1

9

1

,

2

0

6

,

2

1

3

,

2

1

0

,

4

2

4

K

N

7

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0

8

8

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0

7

6

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0

8

2

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0

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0

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0

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6

6

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7

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1

8

6

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1

8

2

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7

3

,

3

7

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K

K

3

,

0

2

7

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0

2

3

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0

2

5

,

0

2

5

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0

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5

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0

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6

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0

6

4

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0

5

8

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0

6

3

,

0

6

5

,

0

6

4

,

0

6

1

,

0

5

3

,

3

7

7

K

K

,

0

,

0

,

0

,

0

,

0

,

0

,

0

,

0

,

0

,

0

,

0

,

0

,

0

,

2

,

3

Page 48: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

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4

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3

K

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8

3

3

3

5

3

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7

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8

9

1

8

9

8

4

7

4

0

6

7

7

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K

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0

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8

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0

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4

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0

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6

,

0

2

5

,

0

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6

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0

6

6

,

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6

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6

7

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0

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4

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1

5

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,

3

3

3

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0

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0

0

0

,

0

0

0

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1

8

9

,

2

4

4

,

4

2

0

Implied Correlations (Group number 1 - Default model)

Page 49: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

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1

K

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2

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3

L

N

6

1

,

0

0

0

L

N

5

,

4

3

4

1

,

0

0

0

L

N

4

,

4

5

5

,

4

1

8

1

,

0

0

0

L

N

3

,

4

5

1

,

4

1

4

,

4

3

5

1

,

0

0

0

L

N

2

,

4

6

5

,

4

2

7

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4

4

8

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4

4

4

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0

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0

L

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4

7

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4

4

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4

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4

5

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3

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2

5

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6

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0

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2

6

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2

4

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2

5

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,

2

4

9

,

2

5

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6

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5

0

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1

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0

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K

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3

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2

6

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2

3

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5

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2

4

8

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2

5

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K , , , , , , , , , 1

Page 50: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

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1

K

N

1

K

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2

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6

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Page 51: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

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6

L

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5

L

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4

L

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M

1

-

,

0

1

4

-

,

0

1

3

-

,

0

1

4

-

,

0

1

3

-

,

0

1

4

-

,

0

1

4

-

,

0

2

3

-

,

0

2

2

-

,

0

2

2

-

,

0

2

3

-

,

0

2

2

-

,

0

2

2

-

,

0

2

0

,

0

0

0

,

0

0

0

,

0

0

0

,

5

3

1

,

6

4

0

,

6

8

0

1

,

0

0

0

K

P

1

-

,

0

2

7

-

,

0

2

4

-

,

0

2

6

-

,

0

2

5

-

,

0

2

6

-

,

0

2

7

,

1

0

9

,

1

0

8

,

1

0

8

,

1

1

2

,

1

0

7

,

1

0

5

,

0

9

7

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

1

,

0

0

0

K

P

2

-

,

0

2

9

-

,

0

2

6

-

,

0

2

8

-

,

0

2

7

-

,

0

2

8

-

,

0

2

9

,

1

1

8

,

1

1

7

,

1

1

7

,

1

2

0

,

1

1

5

,

1

1

3

,

1

0

5

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

5

4

1

1

,

0

0

0

K

P

3

-

,

0

2

9

-

,

0

2

7

-

,

0

2

8

-

,

0

2

8

-

,

0

2

8

-

,

0

2

9

,

1

1

8

,

1

1

8

,

1

1

7

,

1

2

1

,

1

1

6

,

1

1

4

,

1

0

6

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

0

0

0

,

5

4

4

,

5

8

7

1

,

0

0

0

Residual Covariances (Group number 1 - Default model)

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

L

N

6

-

,

0

0

1

L

N

5

,

0

3

4

-

,

0

0

1

L

N

4

-

,

0

0

5

,

0

2

2

-

,

0

0

1

L

N

-

,

-

,

,

0

-

,

Page 52: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

3 0

0

5

0

1

1

1

2

0

0

1

L

N

2

,

0

0

2

-

,

0

4

5

-

,

0

1

5

,

0

1

7

-

,

0

0

1

L

N

1

-

,

0

2

0

,

0

0

9

-

,

0

2

0

-

,

0

2

2

,

0

3

5

-

,

0

0

1

K

N

1

-

,

0

0

4

-

,

0

2

0

,

0

1

6

,

0

0

7

,

0

0

8

,

0

2

3

,

0

0

4

K

N

2

-

,

0

1

5

-

,

0

4

0

-

,

0

3

4

,

0

1

5

,

0

1

5

,

0

3

8

,

0

5

7

,

0

0

3

K

N

3

-

,

0

4

1

-

,

0

3

2

,

0

1

8

,

0

0

0

-

,

0

3

3

,

0

0

7

,

0

2

1

,

0

4

6

,

0

0

3

K

N

4

-

,

0

1

4

-

,

0

2

2

,

0

3

7

,

0

2

0

,

0

0

4

,

0

1

0

-

,

0

2

3

-

,

0

0

5

,

0

1

8

,

0

0

4

K

N

5

-

,

0

1

2

-

,

0

1

3

-

,

0

0

4

-

,

0

0

3

-

,

0

2

7

,

0

0

6

-

,

0

4

0

-

,

0

3

2

-

,

0

0

4

,

0

2

6

,

0

0

3

K

N

6

-

,

0

0

8

,

0

0

1

,

0

0

0

-

,

0

0

9

-

,

0

2

6

,

0

1

4

-

,

0

3

2

-

,

0

4

2

-

,

0

4

2

,

0

2

3

,

0

9

4

,

0

0

3

K

N

7

,

0

2

-

,

0

-

,

0

,

0

1

,

0

0

,

0

6

-

,

0

-

,

0

-

,

0

,

0

0

,

0

1

,

0

5

,

0

0

Page 53: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

2 0

4

2

1

1 3 0 2

1

1

8

2

4

0 3 4 2

K

K

3

-

,

0

0

9

-

,

0

2

7

-

,

0

3

9

,

0

1

6

-

,

0

0

7

-

,

0

2

2

,

1

2

2

,

0

0

7

,

0

5

0

-

,

0

2

1

-

,

0

0

2

-

,

0

0

1

,

0

3

2

,

0

0

0

K

K

2

,

0

1

4

-

,

0

1

9

-

,

0

3

3

,

0

0

7

,

0

2

5

,

0

3

4

,

0

9

7

,

0

3

4

-

,

0

0

8

-

,

0

4

7

,

0

0

6

-

,

0

1

6

,

0

2

8

-

,

0

0

4

,

0

0

0

K

K

1

-

,

0

2

3

-

,

0

3

3

-

,

0

4

4

-

,

0

1

3

-

,

0

1

9

-

,

0

3

5

,

0

2

3

,

0

2

5

-

,

0

2

3

-

,

0

3

6

-

,

0

5

3

-

,

0

4

1

,

0

0

1

,

0

0

3

,

0

0

2

,

0

0

0

K

M

4

,

0

1

0

-

,

0

2

2

-

,

0

0

9

-

,

0

0

2

-

,

0

1

5

,

0

0

5

,

0

4

4

,

0

4

5

,

0

4

0

,

0

1

2

-

,

0

1

5

,

0

1

3

,

0

7

0

,

1

2

2

,

1

2

2

,

1

9

0

,

0

0

0

K

M

3

,

0

6

2

,

0

0

6

,

0

0

7

,

0

2

9

,

0

2

4

,

0

0

2

,

0

7

5

,

0

6

3

,

0

7

7

,

0

2

5

,

0

2

9

,

0

5

8

,

0

5

6

,

1

6

4

,

0

9

8

,

1

8

3

,

0

3

4

,

0

0

0

K

M

2

,

0

1

8

-

,

0

3

0

-

,

0

3

0

,

0

0

8

,

0

1

1

,

0

0

6

,

1

1

5

,

1

0

2

,

0

9

2

,

0

4

0

,

0

5

5

,

0

8

1

,

0

8

7

,

1

2

8

,

1

1

1

,

1

7

2

-

,

0

1

3

-

,

0

0

6

,

0

0

0

K

M

1

,

0

1

6

-

,

0

1

5

-

,

0

1

7

,

0

2

9

,

0

4

9

,

0

4

3

,

1

2

1

,

0

9

1

,

0

9

8

,

0

7

1

,

0

3

0

,

0

6

1

,

0

8

5

,

1

4

3

,

1

2

7

,

1

3

8

-

,

0

2

4

-

,

0

1

4

,

0

1

8

,

0

0

0

K

P

1

,

0

1

0

,

0

1

4

-

,

0

0

3

,

0

3

4

,

0

3

6

,

0

4

7

,

0

6

0

,

0

3

7

,

0

4

3

,

0

2

4

,

0

0

1

,

0

4

0

,

0

3

6

,

0

2

7

,

0

6

0

,

0

6

5

,

0

9

7

,

1

1

8

,

1

9

6

,

1

6

8

,

0

0

0

K

P

2

-

,

0

1

6

,

0

0

0

-

,

0

1

7

,

0

0

6

,

0

1

0

,

0

1

4

,

0

6

8

-

,

0

1

6

,

0

1

6

,

0

2

8

-

,

0

3

4

-

,

0

1

6

,

0

2

3

,

0

4

7

,

0

6

4

,

0

9

0

,

1

2

2

,

1

3

8

,

1

8

7

,

2

3

9

-

,

0

0

3

,

0

0

0

Page 54: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

K

P

3

,

0

0

2

-

,

0

1

3

-

,

0

4

1

-

,

0

2

0

,

0

1

6

,

0

1

9

,

0

5

8

,

0

0

7

,

0

3

5

-

,

0

3

5

-

,

0

5

7

-

,

0

0

8

,

0

3

1

,

0

6

5

,

1

1

5

,

1

1

9

,

1

8

7

,

1

6

2

,

2

4

1

,

2

5

7

,

0

0

0

,

0

0

2

,

0

0

0

Standardized Residual Covariances (Group number 1 - Default model)

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

L

N

6

-

,

0

2

2

L

N

5

,

9

6

5

-

,

0

1

8

L

N

4

-

,

1

3

2

,

6

4

6

-

,

0

2

0

L

N

3

-

,

1

2

5

-

,

3

3

6

,

3

4

0

-

,

0

2

0

L

N

2

,

0

6

7

-

1

,

3

5

5

-

,

4

2

9

,

5

0

4

-

,

0

2

1

L

N

1

-

,

5

3

8

,

2

5

3

-

,

5

7

5

-

,

6

2

1

,

9

9

5

-

,

0

2

2

K

N

1

-

,

0

9

-

,

5

5

,

4

3

0

,

2

0

0

,

2

1

7

,

6

0

9

,

0

6

1

Page 55: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

2

K

N

3

K

N

4

K

N

5

K

N

6

K

N

7

K

K

3

K

K

2

K

K

1

K

M

4

K

M

3

K

M

2

K

M

1

K

P

1

K

P

2

K

P

3

6 3

K

N

2

-

,

4

3

8

-

1

,

2

2

2

-

,

9

9

3

,

4

3

9

,

4

4

8

1

,

1

1

6

1

,

3

9

1

,

0

6

1

K

N

3

-

1

,

0

8

6

-

,

9

1

0

,

4

8

5

,

0

0

6

-

,

9

0

9

,

1

8

5

,

4

8

0

1

,

1

3

2

,

0

6

0

K

N

4

-

,

3

7

6

-

,

6

0

6

1

,

0

1

0

,

5

4

7

,

0

9

8

,

2

6

2

-

,

5

0

5

-

,

1

2

6

,

4

0

2

,

0

6

4

K

N

5

-

,

2

9

8

-

,

3

4

7

-

,

1

0

2

-

,

0

7

5

-

,

7

1

3

,

1

4

7

-

,

8

7

3

-

,

7

7

3

-

,

0

9

7

,

5

6

4

,

0

5

9

K

N

6

-

,

2

0

5

,

0

2

7

,

0

0

7

-

,

2

6

1

-

,

7

2

1

,

3

8

0

-

,

7

2

1

-

1

,

0

5

4

-

,

9

7

6

,

5

1

7

2

,

0

9

7

,

0

5

7

K

N

7

,

6

2

0

-

,

1

3

3

-

,

6

1

5

,

3

2

3

,

0

9

3

1

,

7

5

9

-

,

5

2

1

-

,

4

7

5

-

,

5

9

9

,

0

0

5

,

3

0

2

1

,

3

5

3

,

0

4

9

K

K

3

-

,

2

5

3

-

,

8

2

2

-

1

,

1

7

8

,

4

9

1

-

,

2

1

1

-

,

6

6

9

3

,

2

3

6

,

1

9

2

1

,

3

4

9

-

,

5

6

3

-

,

0

6

5

-

,

0

2

1

,

9

2

3

,

0

0

0

K

K

2

,

4

0

2

-

,

5

8

9

-

,

9

7

1

,

1

9

9

,

7

5

9

1

,

0

1

9

2

,

5

4

3

,

9

7

1

-

,

2

0

0

-

1

,

2

2

8

,

1

4

9

-

,

4

3

1

,

8

0

1

-

,

1

1

0

,

0

0

0

Page 56: Kuesioner Penelitian Relationship Marketing Bank Mandiri

L

N

6

L

N

5

L

N

4

L

N

3

L

N

2

L

N

1

K

N

1

K

N

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Factor Score Weights (Group number 1 - Default model)

Page 57: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Total Effects (Group number 1 - Default model)

KK KM KP KN LN

KN ,349 -,032 ,169 ,000 ,000

LN ,174 -,022 -,045 ,629 ,000

LN6 ,179 -,023 -,046 ,645 1,025

LN5 ,154 -,020 -,040 ,557 ,886

LN4 ,166 -,021 -,043 ,599 ,952

LN3 ,162 -,021 -,042 ,586 ,931

LN2 ,166 -,021 -,043 ,600 ,953

LN1 ,174 -,022 -,045 ,629 1,000

KN1 ,424 -,039 ,205 1,216 ,000

KN2 ,385 -,036 ,186 1,103 ,000

KN3 ,415 -,038 ,201 1,190 ,000

KN4 ,430 -,040 ,208 1,233 ,000

KN5 ,423 -,039 ,205 1,212 ,000

KN6 ,400 -,037 ,194 1,148 ,000

KN7 ,349 -,032 ,169 1,000 ,000

Page 58: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KK KM KP KN LN

KK3 ,976 ,000 ,000 ,000 ,000

KK2 1,357 ,000 ,000 ,000 ,000

KK1 1,000 ,000 ,000 ,000 ,000

KM4 ,000 ,886 ,000 ,000 ,000

KM3 ,000 1,112 ,000 ,000 ,000

KM2 ,000 1,241 ,000 ,000 ,000

KM1 ,000 1,000 ,000 ,000 ,000

KP1 ,000 ,000 ,761 ,000 ,000

KP2 ,000 ,000 ,984 ,000 ,000

KP3 ,000 ,000 1,000 ,000 ,000

Standardized Total Effects (Group number 1 - Default model)

KK KM KP KN LN

KN ,354 -,042 ,217 ,000 ,000

LN ,167 -,027 -,055 ,592 ,000

LN6 ,115 -,018 -,038 ,407 ,687

LN5 ,105 -,017 -,035 ,374 ,632

LN4 ,110 -,018 -,036 ,392 ,662

LN3 ,109 -,018 -,036 ,389 ,656

LN2 ,113 -,018 -,037 ,401 ,676

LN1 ,116 -,019 -,038 ,413 ,697

KN1 ,252 -,029 ,154 ,710 ,000

KN2 ,250 -,029 ,153 ,707 ,000

KN3 ,250 -,029 ,153 ,704 ,000

KN4 ,258 -,030 ,158 ,728 ,000

KN5 ,246 -,029 ,151 ,694 ,000

KN6 ,243 -,028 ,148 ,685 ,000

KN7 ,225 -,026 ,137 ,634 ,000

KK3 ,627 ,000 ,000 ,000 ,000

KK2 ,872 ,000 ,000 ,000 ,000

KK1 ,683 ,000 ,000 ,000 ,000

KM4 ,000 ,694 ,000 ,000 ,000

KM3 ,000 ,836 ,000 ,000 ,000

KM2 ,000 ,889 ,000 ,000 ,000

KM1 ,000 ,765 ,000 ,000 ,000

KP1 ,000 ,000 ,708 ,000 ,000

KP2 ,000 ,000 ,764 ,000 ,000

KP3 ,000 ,000 ,769 ,000 ,000

Direct Effects (Group number 1 - Default model)

KK KM KP KN LN

KN ,349 -,032 ,169 ,000 ,000

LN -,045 -,002 -,152 ,629 ,000

Page 59: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KK KM KP KN LN

LN6 ,000 ,000 ,000 ,000 1,025

LN5 ,000 ,000 ,000 ,000 ,886

LN4 ,000 ,000 ,000 ,000 ,952

LN3 ,000 ,000 ,000 ,000 ,931

LN2 ,000 ,000 ,000 ,000 ,953

LN1 ,000 ,000 ,000 ,000 1,000

KN1 ,000 ,000 ,000 1,216 ,000

KN2 ,000 ,000 ,000 1,103 ,000

KN3 ,000 ,000 ,000 1,190 ,000

KN4 ,000 ,000 ,000 1,233 ,000

KN5 ,000 ,000 ,000 1,212 ,000

KN6 ,000 ,000 ,000 1,148 ,000

KN7 ,000 ,000 ,000 1,000 ,000

KK3 ,976 ,000 ,000 ,000 ,000

KK2 1,357 ,000 ,000 ,000 ,000

KK1 1,000 ,000 ,000 ,000 ,000

KM4 ,000 ,886 ,000 ,000 ,000

KM3 ,000 1,112 ,000 ,000 ,000

KM2 ,000 1,241 ,000 ,000 ,000

KM1 ,000 1,000 ,000 ,000 ,000

KP1 ,000 ,000 ,761 ,000 ,000

KP2 ,000 ,000 ,984 ,000 ,000

KP3 ,000 ,000 1,000 ,000 ,000

Standardized Direct Effects (Group number 1 - Default model)

KK KM KP KN LN

KN ,354 -,042 ,217 ,000 ,000

LN -,043 -,002 -,183 ,592 ,000

LN6 ,000 ,000 ,000 ,000 ,687

LN5 ,000 ,000 ,000 ,000 ,632

LN4 ,000 ,000 ,000 ,000 ,662

LN3 ,000 ,000 ,000 ,000 ,656

LN2 ,000 ,000 ,000 ,000 ,676

LN1 ,000 ,000 ,000 ,000 ,697

KN1 ,000 ,000 ,000 ,710 ,000

KN2 ,000 ,000 ,000 ,707 ,000

KN3 ,000 ,000 ,000 ,704 ,000

KN4 ,000 ,000 ,000 ,728 ,000

KN5 ,000 ,000 ,000 ,694 ,000

KN6 ,000 ,000 ,000 ,685 ,000

KN7 ,000 ,000 ,000 ,634 ,000

KK3 ,627 ,000 ,000 ,000 ,000

KK2 ,872 ,000 ,000 ,000 ,000

Page 60: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KK KM KP KN LN

KK1 ,683 ,000 ,000 ,000 ,000

KM4 ,000 ,694 ,000 ,000 ,000

KM3 ,000 ,836 ,000 ,000 ,000

KM2 ,000 ,889 ,000 ,000 ,000

KM1 ,000 ,765 ,000 ,000 ,000

KP1 ,000 ,000 ,708 ,000 ,000

KP2 ,000 ,000 ,764 ,000 ,000

KP3 ,000 ,000 ,769 ,000 ,000

Indirect Effects (Group number 1 - Default model)

KK KM KP KN LN

KN ,000 ,000 ,000 ,000 ,000

LN ,219 -,020 ,106 ,000 ,000

LN6 ,179 -,023 -,046 ,645 ,000

LN5 ,154 -,020 -,040 ,557 ,000

LN4 ,166 -,021 -,043 ,599 ,000

LN3 ,162 -,021 -,042 ,586 ,000

LN2 ,166 -,021 -,043 ,600 ,000

LN1 ,174 -,022 -,045 ,629 ,000

KN1 ,424 -,039 ,205 ,000 ,000

KN2 ,385 -,036 ,186 ,000 ,000

KN3 ,415 -,038 ,201 ,000 ,000

KN4 ,430 -,040 ,208 ,000 ,000

KN5 ,423 -,039 ,205 ,000 ,000

KN6 ,400 -,037 ,194 ,000 ,000

KN7 ,349 -,032 ,169 ,000 ,000

KK3 ,000 ,000 ,000 ,000 ,000

KK2 ,000 ,000 ,000 ,000 ,000

KK1 ,000 ,000 ,000 ,000 ,000

KM4 ,000 ,000 ,000 ,000 ,000

KM3 ,000 ,000 ,000 ,000 ,000

KM2 ,000 ,000 ,000 ,000 ,000

KM1 ,000 ,000 ,000 ,000 ,000

KP1 ,000 ,000 ,000 ,000 ,000

KP2 ,000 ,000 ,000 ,000 ,000

KP3 ,000 ,000 ,000 ,000 ,000

Standardized Indirect Effects (Group number 1 - Default model)

KK KM KP KN LN

KN ,000 ,000 ,000 ,000 ,000

LN ,210 -,025 ,128 ,000 ,000

LN6 ,115 -,018 -,038 ,407 ,000

LN5 ,105 -,017 -,035 ,374 ,000

Page 61: Kuesioner Penelitian Relationship Marketing Bank Mandiri

KK KM KP KN LN

LN4 ,110 -,018 -,036 ,392 ,000

LN3 ,109 -,018 -,036 ,389 ,000

LN2 ,113 -,018 -,037 ,401 ,000

LN1 ,116 -,019 -,038 ,413 ,000

KN1 ,252 -,029 ,154 ,000 ,000

KN2 ,250 -,029 ,153 ,000 ,000

KN3 ,250 -,029 ,153 ,000 ,000

KN4 ,258 -,030 ,158 ,000 ,000

KN5 ,246 -,029 ,151 ,000 ,000

KN6 ,243 -,028 ,148 ,000 ,000

KN7 ,225 -,026 ,137 ,000 ,000

KK3 ,000 ,000 ,000 ,000 ,000

KK2 ,000 ,000 ,000 ,000 ,000

KK1 ,000 ,000 ,000 ,000 ,000

KM4 ,000 ,000 ,000 ,000 ,000

KM3 ,000 ,000 ,000 ,000 ,000

KM2 ,000 ,000 ,000 ,000 ,000

KM1 ,000 ,000 ,000 ,000 ,000

KP1 ,000 ,000 ,000 ,000 ,000

KP2 ,000 ,000 ,000 ,000 ,000

KP3 ,000 ,000 ,000 ,000 ,000

Minimization History (Default model)

Iteratio

n

Negative

eigenvalu

es

Conditio

n #

Smallest

eigenvalu

e

Diamet

er F

NTrie

s Ratio

0 e 10

-,732 9999,00

0

1467,95

2 0

9999,00

0

1 e 6

-,119 3,270 880,141 20 ,337

2 e

* 1

-,091 1,683 589,046 4 ,746

3 e 0 161,887

1,011 490,869 5 ,876

4 e 1

-,015 1,245 477,869 1 ,380

5 e 0 128,776

,332 458,589 5 1,029

6 e 0 77,330

,331 455,772 2 ,000

7 e 0 79,806

,130 454,949 1 1,044

8 e 0 81,351

,010 454,942 1 1,007

9 e 0 79,870

,000 454,942 1 1,000

Page 62: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Pairwise Parameter Comparisons (Default model)

Variance-covariance Matrix of Estimates (Default model)

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Correlations of Estimates (Default model)

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Page 71: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Page 75: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Critical Ratios for Differences between Parameters (Default model)

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Page 77: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Page 78: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Page 79: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Page 82: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Page 83: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Page 84: Kuesioner Penelitian Relationship Marketing Bank Mandiri

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Model Fit Summary

CMIN

Model NPAR CMIN DF P CMIN/DF

Default model 53 454,942 223 ,000 2,040

Saturated model 276 ,000 0

Independence model 23 1476,570 253 ,000 5,836

RMR, GFI

Model RMR GFI AGFI PGFI

Default model ,021 ,668 ,713 ,721

Saturated model ,000 1,000

Independence model ,113 ,343 ,283 ,314

Baseline Comparisons

Model NFI

Delta1

RFI

rho1

IFI

Delta2

TLI

rho2 CFI

Default model ,692 ,650 ,915 ,945 ,910

Saturated model 1,000

1,000

1,000

Independence model ,000 ,000 ,000 ,000 ,000

Parsimony-Adjusted Measures

Model PRATIO PNFI PCFI

Default model ,881 ,610 ,714

Saturated model ,000 ,000 ,000

Independence model 1,000 ,000 ,000

Page 85: Kuesioner Penelitian Relationship Marketing Bank Mandiri

NCP

Model NCP LO 90 HI 90

Default model 231,942 174,824 296,832

Saturated model ,000 ,000 ,000

Independence model 1223,570 1106,394 1348,222

FMIN

Model FMIN F0 LO 90 HI 90

Default model 3,823 1,949 1,469 2,494

Saturated model ,000 ,000 ,000 ,000

Independence model 12,408 10,282 9,297 11,330

RMSEA

Model RMSEA LO 90 HI 90 PCLOSE

Default model ,048 ,081 ,106 ,000

Independence model ,202 ,192 ,212 ,000

AIC

Model AIC BCC BIC CAIC

Default model 560,942 587,721 708,679 761,679

Saturated model 552,000 691,453 1321,348 1597,348

Independence model 1522,570 1534,191 1586,683 1609,683

ECVI

Model ECVI LO 90 HI 90 MECVI

Default model 4,714 4,234 5,259 4,939

Saturated model 4,639 4,639 4,639 5,811

Independence model 12,795 11,810 13,842 12,892

HOELTER

Model HOELTER

.05

HOELTER

.01

Default model 68 72

Independence model 24 25

Execution time summary

Minimization: ,062

Miscellaneous: 1,779

Bootstrap: ,000

Page 86: Kuesioner Penelitian Relationship Marketing Bank Mandiri

Total: 1,841