The Influence of Service Quality, Product Quality, Value for Customers, and Customer Satisfaction on Customer Loyalty
Main Article Content
Abstract
The purpose of this study is to analyze the impact of service quality, product quality, customer value, and customer satisfaction on customer loyalty to banks. Customer loyalty plays a pivotal role in the success and growth of a bank. Therefore, it is of utmost importance for banks to comprehend the factors that influence customer retention. This study employed a quantitative descriptive method based on journal sources. The results indicate that service quality, product quality, customer benefits, and customer satisfaction have a significant impact on customer loyalty to banks. Good service quality enhances customer satisfaction, thereby influencing customer loyalty. Furthermore, high product quality contributes to customer satisfaction and customer loyalty. The findings of this survey have crucial implications for how banks can enhance customer loyalty. Banks must prioritize improving the quality of the services and products they provide to their customers. Additionally, banks should strive to understand the value sought by their customers and ensure customer satisfaction is achieved. In the long run, this strategy aids banks in retaining and expanding their loyal customer base.
Article Details
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
How to Cite
References
Abror, A. et al. (2020) ‘Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty’, Journal of Islamic Marketing. Emerald Publishing Limited, 11(6), pp. 1691–1705.
Amin, M. (2016) ‘Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty’, International journal of bank marketing. Emerald Group Publishing Limited, 34(3), pp. 280–306.
Auka, D. O. (2012) ‘Service quality, satisfaction, perceived value and loyalty among customers in commercial banking in Nakuru Municipality, Kenya’, African Journal of Marketing Management, 4(5), pp. 185–203.
Hafeez, S. and Muhammad, B. (2012) ‘The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer’s Loyalty: Evidence from Banking Sector of Pakistan.’, International Journal of Business and Social Science. Citeseer, 3(16).
Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis. Psychology & Marketing, 18(1), 43-66.
Harryani, S. (2017) ‘Customer relationship management influence on customer value, product quality and service quality in improving customer satisfaction and its implication on the customer loyalty’, Jurnal Ilmiah Ekonomi Bisnis, 22(2).
Kurniati, R. R., Hamid, D. and Arifin, Z. (2015) ‘The effect of customer relationship marketing (CRM) and service quality to corporate image, value, customer satisfaction, and customer loyalty.’ European Journal of Business and Management.
Lenka, U., Suar, D. and Mohapatra, P. K. J. (2009) ‘Service quality, customer satisfaction, and customer loyalty in Indian commercial banks’, The Journal of Entrepreneurship. Sage Publications Sage India: New Delhi, India, 18(1), pp. 47–64.
Marcos, A. M. B. de F. and Coelho, A. F. de M. (2022) ‘Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word-of-mouth in services’, The TQM Journal. Emerald Publishing Limited, 34(5), pp. 957–978.
Moenardy, K. K., Arifin, S. Z. and Kumadji, S. (2016) ‘The effect of service quality and relationship marketing to customer value, customer satisfaction, switching cost, and customer retention: A case study on the customers of bank NTT at East Nusa Tenggara Province’, International journal of management and administrative sciences, 3(4), pp. 48–63.
Nambiar, B. K. et al. (2018) ‘Perceived service quality and customer satisfaction: A missing link in Indian banking sector’, Vision. SAGE Publications Sage India: New Delhi, India, 23(1), pp. 44–55.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
Sugiyono (2013) ‘Metode penelitian pendidikan pendekatan kuantitatif, kualitatif dan R&D.’ Alfabeta.
Supriyanto, A., Permatasari, R. D., et al. (2023) ‘Kesuksesan Muslimah Pelaku UMKM: Peran Dimensi Entrepreneurial Orientation’, BISNIS: Jurnal Bisnis dan Manajemen Islam, 10(2), pp. 267–286.
Supriyanto, A., Chikmah, I. F., et al. (2023) ‘Penjualan Melalui Tiktok Shop dan Shopee : Menguntungkan yang Mana ?’, BUSINESS: Scientific Journal of Business and Entrepreneurship, 1, pp. 1–16. Available at: https://journal.csspublishing.com/index.php/business/article/view/43/16.
Tyas, D. A. and Supriyanto, A. (2022) ‘Keputusan Konsumen Dalam Memilih Hotel Syariah: Ditinjau Dari Halal Lifestyle, Muslim Friendly Facilities, Dan Knowledge’, Iqtishaduna: Jurnal Ilmiah Ekonomi Kita, 11(2), pp. 141–152.