Assignment #4

Individual

D3392-Ir. Togar Alam Napitupulu, M.S., M.Sc.,

Ph.D

Session 10
To be Submitted Week 12

RSCH8086– IS Research Methodology

EXERCISE
In Lecture 01 we have seen a cause-and-effect model where we hypothesize that loyalty
is dependent or affected or caused by satisfaction. Loyalty is a long-term concept, that is a
sustainable long-term inclination toward a service or a product provided by a business. So, the
researcher thinks that beside it is determined by satisfaction directly, it might also be affected by
satisfaction but mediated by trust. Hence the model of the relationship of the variables become
(see Lecture Notes 5):

Where Y = Loyalty; X = Satisfaction; and M = Trust

Trust is having two indicators, i.e., Feel safe or secure; and Reliable service (honest). The
following are the data collected from 19 respondents (customers):

Customer SATISFACTION LOYALTY TRUST

s Doctors Nurses Recommend Revisit Safe Reliable
1 3 4 4 5 4 3
2 1 1 2 1 5 3
3 3 4 5 5 3 4
4 2 2 1 2 4 4
5 2 1 3 2 4 5
6 4 5 4 3 3 3
7 5 4 4 4 5 4
8 4 4 5 5 3 5 Your
9 2 1 1 2 5 2
job 10 3 3 2 3 4 3 is:
11 2 3 3 3 4 4
12 2 2 2 2 3 3
13 1 2 3 1 2 5
14 4 5 5 4 4 5
15 3 4 4 3 5 4
16 5 5 4 4 4 3
17 4 5 4 4 3 3
18 2 1 3 1 3 5
19 3 2 3 3 4 3

1. Write the regression equations for the model provided in the figure above.

RSCH8086– IS Research Methodology

 2. Formulate the hypothesis corresponding to the model verbally, i.e., to test whether
there is direct effect from satisfaction on loyalty and indirect effect of satisfaction
on loyalty through trust. In addition, indicate which regression coefficients are
actually being tested statistically corresponding to the formulated hypothesis.
3. Draw conclusion from the analysis.

Use SMART-PLS or SPSS-AMOS to solve the problem. You can download student or
free version of both statistical packages through the internet. Try to consult YOUTUBE
on how to use both of them. If you have any problem you can also consult the lecturer
for the course. A note for SMART-PLS, since your data is only 19 respondents, when
you run the package, you have to choose “bootstrap” when you run or execute the
software.

Jawaban:

1. Variabel M merupakan variabel mediasi. Model mengasumsikan bahwa ada pengaruh

langsung dari X ke Y. Namun, ada juga hipotesis bahwa ada jalur yang pertama
melalui M dan kemudian dari M ke Y. Struktur tersebut dimodelkan dalam regresi
menggunakan dua persamaan sebagai berikut:
𝑌 = 𝛽10 + 𝛽11𝑋 + 𝛽12𝑀 + 𝜀1 … … … … … … … … … …. (1)
𝑀 = 𝛽20 + 𝛽21𝑋 + 𝜀2 … … … … … … … … … … … … … … (2)

2. Merumuskan hipotesis yang sesuai dengan model secara verbal, yaitu untuk menguji
apakah terdapat pengaruh langsung kepuasan terhadap loyalitas dan pengaruh tidak
langsung kepuasan terhadap loyalitas melalui kepercayaan. Selain itu, tunjukkan
koefisien regresi mana yang sebenarnya sedang diuji secara statistik sesuai dengan
hipotesis yang dirumuskan.

RSCH8086– IS Research Methodology

 Dari hipotesis diatas yang sedang dicari ialah regresi yang berada pada variable X ke
Y dan Variabel X ke Y melalui variable mediasi M.

3.

RSCH8086– IS Research Methodology