Examining the Relationships between Service Quality, Corporate Image, Customer Satisfaction, and Customer Loyalty for an Indonesian Bank

Expert Journal of Business and Management

Riska NOVIANTI¹  Umbas KRISNANTO¹ 

[1] Perbanas Postgraduate School, Jakarta, Indonesia;

关键词: Service Quality;    Corporate Image;    Customer Satisfaction;    Customer Loyalty;   

DOI  :  

来源: DOAJ

【 摘 要 】

This research aimed to discover the effect of service quality, corporate image, and customer satisfaction on customer loyalty. The primary data used in this study was obtained from a structured questionnaire sent to 98 customers of Bank BJB Saharjo, Jakarta Branch. Quantitative research was achieved using AMOS program to develop a structural equation model. The results of the study showed that service quality had a positive impact on customer loyalty, however corporate image had a negative effect on customer loyalty. Service quality and corporate image have a positive effect on customer satisfaction. Customer satisfaction is a positive determinant of customer loyalty. Thus, this paper supports previous empirical analysis and improves knowledge on improving relationships with bank customers.

【 授权许可】

Unknown