THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN BANKING SECTOR IN YOGYAKARTA

Singgih Santoso and Yohanes Michael Christanto (2022) THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN BANKING SECTOR IN YOGYAKARTA. INTERNATIONAL JOURNAL OF RESEARCH IN BUSINESS AND SOCIAL SCIENCE, 11 (7). pp. 9-16. ISSN 2147-4478

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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.

Item Type:	Article
Uncontrolled Keywords:	Banking; Service Quality; Customer Loyalty; Corporate Image; Customer Satisfaction
Subjects:	B Filsafat. Psikologi. Agama > BJ Etika
Divisions:	Fakultas Bisnis
Depositing User:	Beatrix Stefany
Date Deposited:	24 Sep 2024 02:24
Last Modified:	24 Sep 2024 02:24
URI:	http://katalog.ukdw.ac.id/id/eprint/9374

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