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The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia

Author

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  • Darmawan, Didit

Abstract

The Main purpose of this study is to show the role of service quality, customer satisfaction and corporate image on customer loyalty. The research population is bank customers in East Java who have high involvement in decision making process. This study involved 250 respondents who came from retail customers from five largest banks in Indonesia. The research results indicate that service quality has significant positive effects on customer satisfaction, corporate image, and customer loyalty. Also, customer satisfaction has significant positive effects on corporate image. Finally, both of customer satisfaction and corporate image are found to have a significant positive effect on customer loyalty. The model indicates that corporate image has the bigger effect on customer loyalty when compared with both service quality and customer satisfaction. Service quality can enhance and create both of customer satisfaction and corporate image.he abstract should summarize the content of the paper. Keywords: Service quality, customer satisfaction and corporate image, customer loyalty

Suggested Citation

  • 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.
    • Handle: RePEc:osf:osfxxx:uxsfr
    DOI: 10.31219/osf.io/uxsfr
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    File URL: https://osf.io/download/5a50a702f2849c000ddeb9bb/
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    File URL: https://libkey.io/10.31219/osf.io/uxsfr?utm_source=ideas
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    Citations

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    Cited by:

    1. Mirza Mohammad Didarul Alam & Nor Azila Mohd Noor, 2020. "The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh," SAGE Open, , vol. 10(2), pages 21582440209, May.
    2. Hussin Elansari & Ahmad Alzubi & Amir Khadem, 2024. "The Impact of United Nations Sustainable Development Goals on Customers’ Perceptions and Loyalty in the Banking Sector: A Multi-Mediation Approach," Sustainability, MDPI, vol. 16(18), pages 1-24, September.
    3. Zargham Ullah Khan & Muhammad Ramzan & Muhammad Bilal Ahmad & Muhammad Mujahid, 2023. "Factors Influencing Customer Loyalty in Banks: The Mediating Effect of Customer Trust," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 12(4), pages 655-664.
    4. 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.
    5. Fahad Alam & Qing Yang & Yapa Mahinda Bandara & Nisar Ahmad & Option Takunda Chiwaridzo, 2024. "The nexus between corporate social responsibility of airports and passenger satisfaction: A cross‐country study," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(3), pages 2454-2473, May.

    More about this item

    Keywords

    service quality; customer satisfaction and corporate image; customer loyalty;
    All these keywords.

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