Customer Loyalty: The Effect of Service Quality, Corporate Image, Customer Relationship Marketing and Customer Satisfaction as Intervening Variable-An Empirical Analysis of Bank Customers in Malang City

Hellen Karyose (), Widji Astuti () and Achmad Ferdiansjah ()
Additional contact information
Hellen Karyose: Mutiara Harapan School-Malang
Widji Astuti: University of Merdeka Malang
Achmad Ferdiansjah: University of Merdeka Malang, Indonesia

Marketing and Branding Research, 2017, vol. 4, issue 4, 336-347

Abstract: This study aimed to analyze the influence of service quality, corporate image, and customer relationship marketing on customer satisfaction and customer loyalty. The population consisted of 180 bank customers in Malang city. For the analysis of Structural Equation Model (SEM) came into use. The results showed that service quality, corporate image, and customer relationship marketing influence on customer satisfaction, and service quality, corporate image, and customer relationship marketing influence on customer loyalty. Moreover, customer satisfaction effects on customer loyalty. Customer satisfaction mediated the effect of service quality, corporate image, and customer relationship marketing on customer loyalty.

Keywords: Customer Relationship Marketing; Corporate Image; Service Quality; Customer satisfaction; Customer loyalty (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://api.eurokd.com/Uploads/Article/811/MBR.2017.60334.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bco:mbraaa::v:4:y:2017:p:336-347

DOI: 10.33844/MBR.2017.60334

Access Statistics for this article

Marketing and Branding Research is currently edited by Carlos M. Rodriguez Neira

More articles in Marketing and Branding Research from EUROKD
Bibliographic data for series maintained by Sara Gunen ().