IMPACT OF SERVICE QUALITY AND CORPORATE IMAGE ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER SATISFACTION IN PRIVATE AND STATE-OWNED BANKS IN INDONESIA

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

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Official URL: https://www.ijiras.com/2023/Vol_10-Issue_5/paper_2...

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

Item Type:	Article
Subjects:	H Ilmu Sosial > Keuangan Publik
Divisions:	Fakultas Bisnis
Depositing User:	Admin Repository
Date Deposited:	05 Sep 2024 07:45
Last Modified:	05 Sep 2024 07:45
URI:	http://katalog.ukdw.ac.id/id/eprint/9085

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