How to Build Satisfaction and Customer Loyalty with a Focus On Complaints Handling (Review of the Scientific Literature)

Agus Salim ()
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Agus Salim: Faculty of Economics and Business, Brawijaya University, Indonesia Author-2-Name: Margono Setiawan Author-2-Workplace-Name: Faculty of Economics and Business Brawijaya University, Indonesia Author-3-Name: Rofiaty Author-3-Workplace-Name: Faculty of Economics and Business Brawijaya University, Indonesia Author-4-Name: Fatchur Rohman Author-4-Workplace-Name: Faculty of Economics and Business Brawijaya University, Indonesia

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Abstract: "Objectives � The purpose of this study is to examine and explain the effect of bank service quality and the handling of customer complaints on customer loyalty in public sector banks in Jakarta. This bank has been the subject of several complaints to the Indonesian Consumers Foundation and the Financial Services Authority. Methodology/Technique � The variables in this study are: bank service quality 19 indicators, handling of customer complaints 4 indicators, 29 indicators of customer loyalty, and customer satisfaction 4 indicators. Findings � The research displays the proposed conceptual model, namely the main determining features of customer loyalty. Novelty � The study developed framework for future research."

Keywords: "Bank Service Quality; Handling of Customer Complaints; Customer Satisfaction; Customer Loyalty; Public Sector Banks; Indonesia." (search for similar items in EconPapers)
JEL-codes: D11 D21 G21 (search for similar items in EconPapers)
Pages: 6
Date: 2017-05-12
New Economics Papers: this item is included in nep-mkt and nep-sea
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Citations: View citations in EconPapers (2)

Published in Journal of Finance and Banking Review, Volume 2, Issue 2

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