The influence of service quality, corporate image, and customer satisfaction on customer loyalty in banking sector in Yogyakarta

Yohanes Michael Christanto and Singgih Santoso
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Yohanes Michael Christanto: Duta Wacana Christian University, Indonesia
Singgih Santoso: Duta Wacana Christian University, Indonesia

International Journal of Research in Business and Social Science (2147-4478), 2022, vol. 11, issue 7, 09-16

Abstract: Indonesia has a lot of sectors that function to drive economic activity. One of the existing sectors is the banking industry. A bank has the primary aim of gaining loyalty from its customers. Besides improving service quality, maintaining the corporate image and increasing customer satisfaction also affect customer loyalty. The purpose of this study is to determine the influence of service quality, corporate image, and customer satisfaction on customer loyalty. The research method is survey research, which uses a questionnaire as a research instrument. This study's population is customers with a bank account in Indonesia, with a total of 200 respondents. The result shows that the variable of service quality, and corporate image, has a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on customer loyalty. In contrast, service quality and the corporate image does not have a positive and significant effect on customer loyalty. Key Words:Banking; Service Quality; Customer Loyalty; Corporate Image; Customer Satisfaction

Date: 2022
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