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Effects of service quality and customer satisfaction on loyalty of bank customers

Author

Listed:
  • Achmad Supriyanto
  • Bambang Budi Wiyono
  • Burhanuddin Burhanuddin

Abstract

Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service quality influenced customer loyalty; (2) how customers’ satisfaction influenced their loyalty to the bank; and (3) examine simultaneous effects of service quality and customer satisfaction on customer loyalty. This study used a survey research design, and respondents were selected purposively from a population of Bank organization in Indonesia. Data were analyzed employing path analysis and One-Way Analysis of Variance. Results indicate that service quality did not have significant effects on customer loyalty, but it provided significant effects on customer satisfaction followed by influencing customer loyalty. Service quality had indirect effects on customer loyalty through customer satisfaction. Further studies are expected to examine the model of relationships with other variables.

Suggested Citation

  • Achmad Supriyanto & Bambang Budi Wiyono & Burhanuddin Burhanuddin, 2021. "Effects of service quality and customer satisfaction on loyalty of bank customers," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1937847-193, January.
    • Handle: RePEc:taf:oabmxx:v:8:y:2021:i:1:p:1937847
    DOI: 10.1080/23311975.2021.1937847
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    Citations

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    Cited by:

    1. Fahad Najeeb Khan & Muhammad Usman Arshad & Muhammad Munir, 2023. "Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction," Future Business Journal, Springer, vol. 9(1), pages 1-12, December.
    2. Zaghloul, Maha & Barakat, Sherif & Rezk, Amira, 2024. "Predicting E-commerce customer satisfaction: Traditional machine learning vs. deep learning approaches," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    3. Siti Noor Aishah Mohd Sidik & Hanis Athirah Abd Sukor & Nur Fatwa Atiqah & Aiezwa Zetty Syafina Saedon & Fatin Syafiqah Mohd Apandi & Muhammad Kamal Fudhail Mohd Rahim, 2024. "Customer Satisfaction among J&T Users in Terengganu," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(9), pages 352-362, September.
    4. Dr. Daniel Kasser Tee, 2022. "Mediating Effect of Customer Satisfaction on the Relationship between Service Quality and Customer Loyalty in the Ghana Banking Industry," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 9(4), pages 17-26, April.
    5. Sheema Liza Idris & Masurah Mohamad, 2023. "A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper," Information Management and Business Review, AMH International, vol. 15(4), pages 564-576.
    6. Samuel Godadaw Ayinaddis & Birhan Ambachew Taye & Bantie Getnet Yirsaw, 2023. "Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.

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