The Effect of Customer Based Corporate Reputation, Customer Satisfaction, Customer Loyalty and Customer Commitment Towards Customer Citizenship Behavior of Xiaomi's Smartphone's Customer in Surabaya

Yuwono, Patricia Kelly (2021) The Effect of Customer Based Corporate Reputation, Customer Satisfaction, Customer Loyalty and Customer Commitment Towards Customer Citizenship Behavior of Xiaomi's Smartphone's Customer in Surabaya. In: The Third International Conference on Religious and Cultural Sciences (INCRECS 3), 9 December 2021, Malang. (Submitted)

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh customer based corporate reputation, customer satisfaction, customer loyalty dan customer commitment terhadap customer citizenship behavior pada pelanggan smartphone xiaomi di Surabaya. Populasi dalam penelitian ini adalah pengguna smartphone Xiaomi di Surabaya. Jumlah sampel yang digunakan sebanyak 200 orang responden. Teknik pengambilan sampel penelitian menggunakan purposive sampling. Analisis data dalam penelitian menggunakan structural equation model dengan program Lisrel 8.80. Hasil penelitian ini memperlihatkan bahwa customer based corporate reputation berpengaruh positif dan signifikan terhadap customer citizenship behavior, customer satisfaction, customer loyalty, dan customer commitment para pengguna Xiaomi di Surabaya. Selain itu juga penelitian ini memperlihatkan bahwa customer satisfaction, customer loyalty, dan customer commitment berpengaruh positif dan signifikan terhadap customer citizenship behavior para pengguna Xiaomi di Surabaya. Hasil terakhir dalam penelitian ini juga menemukan bahwa customer satisfaction berpengaruh positif dan signifikan terhadap customer loyalty para pengguna Xiaomi di Surabaya

Item Type:	Conference or Workshop Item (Paper)
Uncontrolled Keywords:	Customer Based Corporate Reputation, Customer Satisfaction, Customer Loyalty, Customer Commitment, Customer Citizenship Behavior
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Patricia Kelly Yuwono
Date Deposited:	13 Jan 2022 06:44
Last Modified:	13 Jan 2022 06:44
URI:	http://repository.ubaya.ac.id/id/eprint/40982

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