Effects of service quality and customer satisfaction on loyalty of bank customers

Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service quality...

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Autores principales:	Achmad Supriyanto, Bambang Budi Wiyono, Burhanuddin Burhanuddin
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2021
Materias:	service quality customer satisfaction customer loyalty Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/3b3df50dd9f54c64b0e13630bcffbf65
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id	oai:doaj.org-article:3b3df50dd9f54c64b0e13630bcffbf65
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spelling	oai:doaj.org-article:3b3df50dd9f54c64b0e13630bcffbf652021-12-02T16:50:00ZEffects of service quality and customer satisfaction on loyalty of bank customers2331-197510.1080/23311975.2021.1937847https://doaj.org/article/3b3df50dd9f54c64b0e13630bcffbf652021-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2021.1937847https://doaj.org/toc/2331-1975Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service quality influenced customer loyalty; (2) how customers’ satisfaction influenced their loyalty to the bank; and (3) examine simultaneous effects of service quality and customer satisfaction on customer loyalty. This study used a survey research design, and respondents were selected purposively from a population of Bank organization in Indonesia. Data were analyzed employing path analysis and One-Way Analysis of Variance. Results indicate that service quality did not have significant effects on customer loyalty, but it provided significant effects on customer satisfaction followed by influencing customer loyalty. Service quality had indirect effects on customer loyalty through customer satisfaction. Further studies are expected to examine the model of relationships with other variables.Achmad SupriyantoBambang Budi WiyonoBurhanuddin BurhanuddinTaylor & Francis Grouparticleservice qualitycustomer satisfactioncustomer loyaltyBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 8, Iss 1 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	service quality customer satisfaction customer loyalty Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	service quality customer satisfaction customer loyalty Business HF5001-6182 Management. Industrial management HD28-70 Achmad Supriyanto Bambang Budi Wiyono Burhanuddin Burhanuddin Effects of service quality and customer satisfaction on loyalty of bank customers
description	Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service quality influenced customer loyalty; (2) how customers’ satisfaction influenced their loyalty to the bank; and (3) examine simultaneous effects of service quality and customer satisfaction on customer loyalty. This study used a survey research design, and respondents were selected purposively from a population of Bank organization in Indonesia. Data were analyzed employing path analysis and One-Way Analysis of Variance. Results indicate that service quality did not have significant effects on customer loyalty, but it provided significant effects on customer satisfaction followed by influencing customer loyalty. Service quality had indirect effects on customer loyalty through customer satisfaction. Further studies are expected to examine the model of relationships with other variables.
format	article
author	Achmad Supriyanto Bambang Budi Wiyono Burhanuddin Burhanuddin
author_facet	Achmad Supriyanto Bambang Budi Wiyono Burhanuddin Burhanuddin
author_sort	Achmad Supriyanto
title	Effects of service quality and customer satisfaction on loyalty of bank customers
title_short	Effects of service quality and customer satisfaction on loyalty of bank customers
title_full	Effects of service quality and customer satisfaction on loyalty of bank customers
title_fullStr	Effects of service quality and customer satisfaction on loyalty of bank customers
title_full_unstemmed	Effects of service quality and customer satisfaction on loyalty of bank customers
title_sort	effects of service quality and customer satisfaction on loyalty of bank customers
publisher	Taylor & Francis Group
publishDate	2021
url	https://doaj.org/article/3b3df50dd9f54c64b0e13630bcffbf65
work_keys_str_mv	AT achmadsupriyanto effectsofservicequalityandcustomersatisfactiononloyaltyofbankcustomers AT bambangbudiwiyono effectsofservicequalityandcustomersatisfactiononloyaltyofbankcustomers AT burhanuddinburhanuddin effectsofservicequalityandcustomersatisfactiononloyaltyofbankcustomers
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Effects of service quality and customer satisfaction on loyalty of bank customers

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