The effect of service quality and customer value on customer satisfaction and customer loyalty in Bank Sultra
The purpose of this study was to determine and analyze the effect of service quality and customer value on satisfaction and loyalty, the effect of satisfaction on loyalty, the role of satisfaction in mediating the relationship between service quality and customer value on customer loyalty in Bank Su...
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| Format: | Article |
| Language: | English |
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Indonesian Institute for Counseling, Education and Therapy (IICET)
2023-09-01
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| Series: | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| Subjects: | |
| Online Access: | https://jurnal.iicet.org/index.php/jppi/article/view/2194 |
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| _version_ | 1832584636108111872 |
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| author | Abdul Razak Abdul hakim Asraf Yunus |
| author_facet | Abdul Razak Abdul hakim Asraf Yunus |
| author_sort | Abdul Razak |
| collection | DOAJ |
| description | The purpose of this study was to determine and analyze the effect of service quality and customer value on satisfaction and loyalty, the effect of satisfaction on loyalty, the role of satisfaction in mediating the relationship between service quality and customer value on customer loyalty in Bank Sultra. Analysis of data processing using the Structural Equation Model (SEM) with Lisrel software The results of the study found that service quality, customer value had a positive but insignificant effect on customer satisfaction but a positive and significant effect on customer loyalty. In addition, satisfaction has an effect on customer loyalty, and satisfaction itself could play a role in mediating the relationship between service quality and customer loyalty. In connection with these findings, researchers suggest the need to build and maintain customer loyalty with a strategy to increase factors that are considered not optimal by customers, such as reliability, responsiveness, assurance, and empathy, in addition to the need to maintain and develop a high sense of belonging to Bank Sultra customers by trying to emphasize to staff the importance of building emotional relationships with customers by greeting in a friendly manner, serving politely, interacting, and trying to understand the identity of the customer's background so that intimacy with customers is established. |
| format | Article |
| id | doaj-art-1303a85f59c84b0f8a7adf1e9f080acf |
| institution | Kabale University |
| issn | 2477-8524 2502-8103 |
| language | English |
| publishDate | 2023-09-01 |
| publisher | Indonesian Institute for Counseling, Education and Therapy (IICET) |
| record_format | Article |
| series | JPPI (Jurnal Penelitian Pendidikan Indonesia) |
| spelling | doaj-art-1303a85f59c84b0f8a7adf1e9f080acf2025-01-27T12:24:49ZengIndonesian Institute for Counseling, Education and Therapy (IICET)JPPI (Jurnal Penelitian Pendidikan Indonesia)2477-85242502-81032023-09-01931570157910.29210/0202321941442The effect of service quality and customer value on customer satisfaction and customer loyalty in Bank SultraAbdul Razak0Abdul hakim1Asraf Yunus2Universitas Muhammadiyah SidoarjoUniversitas Muhammadiyah SidoarjoUniversitas Muhammadiyah SidoarjoThe purpose of this study was to determine and analyze the effect of service quality and customer value on satisfaction and loyalty, the effect of satisfaction on loyalty, the role of satisfaction in mediating the relationship between service quality and customer value on customer loyalty in Bank Sultra. Analysis of data processing using the Structural Equation Model (SEM) with Lisrel software The results of the study found that service quality, customer value had a positive but insignificant effect on customer satisfaction but a positive and significant effect on customer loyalty. In addition, satisfaction has an effect on customer loyalty, and satisfaction itself could play a role in mediating the relationship between service quality and customer loyalty. In connection with these findings, researchers suggest the need to build and maintain customer loyalty with a strategy to increase factors that are considered not optimal by customers, such as reliability, responsiveness, assurance, and empathy, in addition to the need to maintain and develop a high sense of belonging to Bank Sultra customers by trying to emphasize to staff the importance of building emotional relationships with customers by greeting in a friendly manner, serving politely, interacting, and trying to understand the identity of the customer's background so that intimacy with customers is established.https://jurnal.iicet.org/index.php/jppi/article/view/2194housewives, special needs children, psychological well- being |
| spellingShingle | Abdul Razak Abdul hakim Asraf Yunus The effect of service quality and customer value on customer satisfaction and customer loyalty in Bank Sultra JPPI (Jurnal Penelitian Pendidikan Indonesia) housewives, special needs children, psychological well- being |
| title | The effect of service quality and customer value on customer satisfaction and customer loyalty in Bank Sultra |
| title_full | The effect of service quality and customer value on customer satisfaction and customer loyalty in Bank Sultra |
| title_fullStr | The effect of service quality and customer value on customer satisfaction and customer loyalty in Bank Sultra |
| title_full_unstemmed | The effect of service quality and customer value on customer satisfaction and customer loyalty in Bank Sultra |
| title_short | The effect of service quality and customer value on customer satisfaction and customer loyalty in Bank Sultra |
| title_sort | effect of service quality and customer value on customer satisfaction and customer loyalty in bank sultra |
| topic | housewives, special needs children, psychological well- being |
| url | https://jurnal.iicet.org/index.php/jppi/article/view/2194 |
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