eprintid: 9085
rev_number: 7
eprint_status: archive
userid: 11
dir: disk0/00/00/90/85
datestamp: 2024-09-05 07:45:10
lastmod: 2024-09-05 07:45:10
status_changed: 2024-09-05 07:45:10
type: article
metadata_visibility: show
contact_email: repository@staff.ukdw.ac.id
creators_name: , Yohanes Michael Christanto
creators_name: , Sisnuhadi
creators_id: 13200057
creators_id: 0509075901
title: IMPACT OF SERVICE QUALITY AND CORPORATE IMAGE ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN PRIVATE AND STATE-OWNED BANKS IN INDONESIA
ispublished: pub
subjects: HJ
divisions: fak_bisnis
full_text_status: public
abstract: One of the influential sectors in economic growth is banking industry. There are several categories of banks
known in Indonesia, two of them are called private and state-owned bank. The study aims to analyze the mediating effect
of Customer Satisfaction in the relationship between Service Quality, Corporate Image and Customer Loyalty in Banking
Industry in private and state-owned banks in Indonesia. The population of this study is 100 customers who have bank
account in private bank and 100 customers who own state-owned banks. The result depicts that Service Quality, Company
Image, have a positive and significant effect on Customer Satisfaction and Customer Satisfaction has positive and
significant effect on Customer Loyalty yet Service quality and Corporate Image does not have positive and significant
effect on Customer Loyalty in private and state-owned banks. Moreover, the result also provides mixed findings on
indirect effects of Customer Satisfaction in both categories of banks
date: 2023-05
publication: International Journal of Innovative Research and Advanced Studies (IJIRAS)
volume: 10
number: 5
publisher: Faculty of Business Duta Wacana Christian University Indonesia
pagerange: 5-12
refereed: TRUE
issn: 2394-4404
official_url: https://www.ijiras.com/2023/Vol_10-Issue_5/paper_2.pdf
citation:   Yohanes Michael Christanto and Sisnuhadi  (2023) IMPACT OF SERVICE QUALITY AND CORPORATE IMAGE ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN PRIVATE AND STATE-OWNED BANKS IN INDONESIA.  International Journal of Innovative Research and Advanced Studies (IJIRAS), 10 (5).  pp. 5-12.  ISSN 2394-4404     
document_url: https://katalog.ukdw.ac.id/9085/1/Impact%20of%20Service%20Quality%20and%20Corporate%20Image.pdf