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The influence of service quality, corporate image, and customer satisfaction on customer loyalty in banking sector in Yogyakarta

Author

Listed:
  • Yohanes Michael Christanto

    (Duta Wacana Christian University, Indonesia)

  • Singgih Santoso

    (Duta Wacana Christian University, Indonesia)

Abstract

Indonesia has a lot of sectors that function to drive economic activity. One of the existing sectors is the banking industry. A bank has the primary aim of gaining loyalty from its customers. Besides improving service quality, maintaining the corporate image and increasing customer satisfaction also affect customer loyalty. The purpose of this study is to determine the influence of service quality, corporate image, and customer satisfaction on customer loyalty. The research method is survey research, which uses a questionnaire as a research instrument. This study's population is customers with a bank account in Indonesia, with a total of 200 respondents. The result shows that the variable of service quality, and corporate image, has a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on customer loyalty. In contrast, service quality and the corporate image does not have a positive and significant effect on customer loyalty. Key Words:Banking; Service Quality; Customer Loyalty; Corporate Image; Customer Satisfaction

Suggested Citation

  • Yohanes Michael Christanto & Singgih Santoso, 2022. "The influence of service quality, corporate image, and customer satisfaction on customer loyalty in banking sector in Yogyakarta," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(7), pages 09-16, October.
    • Handle: RePEc:rbs:ijbrss:v:11:y:2022:i:7:p:09-16
    DOI: 10.20525/ijrbs.v11i7.2025
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    References listed on IDEAS

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    1. Ricardo Leiva & Ignacio Ferrero & Reyes Calderón, 2016. "Corporate Reputation in the Business Ethics Field: Its Relation with Corporate Identity, Corporate Image, and Corporate Social Responsibility," Corporate Reputation Review, Palgrave Macmillan, vol. 19(4), pages 299-315, November.
    2. Iman Adeinat & Naseem Al Rahahleh & M. Ishaq Bhatti, 2019. "Customer satisfaction with Ijarah financing," Qualitative Research in Financial Markets, Emerald Group Publishing Limited, vol. 11(2), pages 227-243, May.
    3. Darmawan, Didit, 2018. "The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia," OSF Preprints uxsfr, Center for Open Science.
    Full references (including those not matched with items on IDEAS)

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