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All Journal Admisi dan Bisnis Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Pengabdian Masyarakat Bestari (JPMB) Asian Journal of Community Services (AJCS) Technology and Society Perspectives (TACIT)
Bagus Yunianto Wibowo, Bagus Yunianto
Program Studi Sistem Informasi Fakultas Teknologi Informasi UNIVERSITAS STIKUBANK SEMARANG
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Public Health Social Sciences

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Journal : Admisi dan Bisnis

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Analysis of Chatime Customer Loyalty through Customer Experience and Perceived Quality with Brand Reputation as Intervening Variable Wibowo, Bagus Yunianto
Admisi dan Bisnis Vol 22, No 1 (2021): PEBRUARI 2021
Publisher : Politeknik Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32497/ab.v22i1.2488

Abstract

This research was conducted to determine consumer loyalty or customer loyalty of chatime outlets through customer experience and perceived quality with brand reputation as an intervening variable during the Covid-19 pandemic. Respondents in this study were visitors to chatime outlets from students and workers in Semarang city with a sample of 100 respondents from the entire population. This study uses confirmatory factor analysis techniques and maximum likelihood estimation on SEM (Structural Equations Modeling) from the statistical package AMOS 24.0 (Analysis of Moment Structure). The data collection technique used a questionnaire with a Likert scale. The parameter estimation results are in accordance with the hypothesis that customer experience significantly affects brand reputation with a critical ratio (cr) of 5.100 and P-Value ***, perceived quality has a positive effect on brand reputation with a critical ratio (cr) of 6.637 and P-Value ***, and brand reputation has a positive effect on customer loyalty with a critical ratio (cr) of 9,231 and P-Value ***. From this study it can be learned that in the midst of the Covid-19 pandemic, consumers are still very enthusiastic and loyal to buy chatime both online or come to chatime outlet even though there are many similar competitors with lower prices
Co-Authors Ade, Sinar Hubriyan Amalia, Evinta Andi Setiawan Astuti, Rif’ah Dwi Budi Prasetya Dwi Prastiyo Hadi, Dwi Prastiyo Eviyanti, Novitasari Hasyim, Fatchun Karnowahadi, Karnowahadi Luthfia, Irin Mirrah Muhamadin, Norhaslinda bt Nanang Adie Setyawan Pratiwi, Mona Inayah Prayitno Purnamasari, Eva Saptianing, Saptianing Sri Wahyuni Subandi Subandi Sulistiyani, Endang Suroija, Noor Sutrisno, Sutrisno Tamrin, Moh. Wiedayanti, Destine Fajar Zaenuddin, Achmad