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

Umbas Krisnanto and Riska Novianti
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Umbas Krisnanto: Perbanas Postgraduate School, Jakarta, Indonesia
Riska Novianti: Perbanas Postgraduate School, Jakarta, Indonesia

Expert Journal of Business and Management, 2019, vol. 7, issue 1, 31-35

Abstract: 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.

JEL-codes: M31 (search for similar items in EconPapers)
Date: 2019
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