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How to Build Satisfaction and Customer Loyalty with a Focus On Complaints Handling (Review of the Scientific Literature)

Author

Listed:
  • Agus Salim

    (Faculty of Economics and Business, Brawijaya University, Indonesia Author-2-Name: Margono Setiawan Author-2-Workplace-Name: Faculty of Economics and Business Brawijaya University, Indonesia Author-3-Name: Rofiaty Author-3-Workplace-Name: Faculty of Economics and Business Brawijaya University, Indonesia Author-4-Name: Fatchur Rohman Author-4-Workplace-Name: Faculty of Economics and Business Brawijaya University, Indonesia)

Abstract

"Objectives � The purpose of this study is to examine and explain the effect of bank service quality and the handling of customer complaints on customer loyalty in public sector banks in Jakarta. This bank has been the subject of several complaints to the Indonesian Consumers Foundation and the Financial Services Authority. Methodology/Technique � The variables in this study are: bank service quality 19 indicators, handling of customer complaints 4 indicators, 29 indicators of customer loyalty, and customer satisfaction 4 indicators. Findings � The research displays the proposed conceptual model, namely the main determining features of customer loyalty. Novelty � The study developed framework for future research."

Suggested Citation

  • Agus Salim, 2017. "How to Build Satisfaction and Customer Loyalty with a Focus On Complaints Handling (Review of the Scientific Literature)," GATR Journals jfbr127, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jfbr127
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    References listed on IDEAS

    as
    1. Juan Carlos Fandos Roig & Javier Sánchez García & Miguel Ángel Moliner Tena, 2009. "Perceived value and customer loyalty in financial services," The Service Industries Journal, Taylor & Francis Journals, vol. 29(6), pages 775-789, June.
    2. Chebat, Jean-Charles & Davidow, Moshe & Borges, Adilson, 2011. "More on the role of switching costs in service markets: A research note," Journal of Business Research, Elsevier, vol. 64(8), pages 823-829, August.
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    Cited by:

    1. A. Salim & M. Setiawan & R. Rofiaty & F. Rohman, 2018. "Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 404-416.
    2. A. Salim & M. Setiawan & R. Rofiaty & F. Rohman, 2018. "Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 404-416.

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    More about this item

    Keywords

    Bank Service Quality; Handling of Customer Complaints; Customer Satisfaction; Customer Loyalty; Public Sector Banks; Indonesia.;
    All these keywords.

    JEL classification:

    • D11 - Microeconomics - - Household Behavior - - - Consumer Economics: Theory
    • D21 - Microeconomics - - Production and Organizations - - - Firm Behavior: Theory
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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