Pada era globalisasi, banyak perusahaan jasa yang bersaing ketat dalam dunia bisnis dalam melayani pelanggan melalui penawaran produk maupun jasa. Persaingan tersebut banyak menuntut perusahan agar memaksimalkan kinerjanya, semakin kreatif dan inovatif sehingga dapat bersaing di pasar global. Kepuasan konsumen merupakan faktor yang sangat penting bagi perusahaan untuk meningkatkan kualitas pelayanan sehingga perusahaan akan terus menerus melakukan evaluasi dalam membangun kepuasan konsumen dan menjadi acuan dalam meningkatkan pengembangan bagi perusahaan kedepannya. Dari hasil penelitian didapatkan hasil uji pada pengaruh kualitas pelayanan dan kinerja terhadap tingkat kepuasan dihasilkan grafik normal P-P Plot of regession standardized residual tersebut terlihat sebaran titik-titik mendekati garis lurus, sehingga dapat disimpulkan bahwa data residual berdistribusi normal dan grafik scatterplot sebaran titik-titik tidak membentuk suatu pola atau alur tertentu, hal ini dapat disimpulkan bahwa data tidak terjadi heteroskedastisitas sedangkan pada hasil uji pengaruh kualitas pelayanan dan kinerja terhadap loyalitas pelanggan dihasilkan grafik normal P-P Plot of regession standardized residual relative mendekati garis lurus, sehingga dapat disimpulkan bahwa data residual berdistribusi normal dan dari grafik scatterplot sebaran titik-titik tidak membentuk suatu pola atau alur tertentu, hal ini dapat disimpulkan bahwa data tidak terjadi heteroskedastisitas.

In the era of globalization, many service companies are competing in the business world in serving customers through the offering of products or services. The competition requires many companies to maximize their performance, more creative and innovative so as to compete in the global market. Consumer satisfaction is a very important factor for companies to improve the quality of service so that the company will continue to evaluate in building customer satisfaction and become a reference in improving the development for the company going forward. From the result of the research, the result of the test on the influence of service quality and performance to the satisfaction level produced the normal graph of PP. Plot of regession standardized residual is seen the distribution of dots approaching straight line, so it can be concluded that the residual data is normally distributed and the scatterplot graph of the distribution of dots is not forming a certain pattern or flow, it can be concluded that the data does not occur heteroskedastisitas while the test results influence the quality of service and performance of customer loyalty generated normal graph of PP Plot of regession standardized residual relative close to straight line, so it can be concluded that the residual data is normally distributed and from the scatterplot graph the distribution of dots does not form a particular pattern or flow, it can be concluded that the data does not occur heteroscedasticity.

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