scholarly journals THE IMPACT OF SERVICE QUALITY ON BANKING CUSTOMER LOYALTY: THE ROLE OF SATISFACTION AND SWITCHING COSTS AS MEDIATOR

2019 ◽  
Vol 7 (1) ◽  
pp. 1-8
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Research Population ◽  
Research Findings ◽  
The Impact ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The notion of customer loyalty as an efective marketing strategy in fecing keen competition has been identified. The purpose of this study is to examine the role of customer satisfaction and switching costs as mediator on the relationship between service quality and customer loyalty. The research population is all banking deposit customers of Nagari Bank Main Branch Padang while the numbers of usable samples were 117 respondents. In order to test hypotheses, this study performs SmartPLS 3.2.8. The results of analysis displayed that the strongest effect of service was found on switching costs compared to customer satisfaction and loyalty. In addition, customer satifcation and switching costs were proven as determinants of customer loyalty, and they also were found as mediator on the relationship between service quality and customer loyalty.The research findings provided some practical contributions that in order to enhancing customer loyalty future, it was suggested to increase customer satisfaction as well switching costs through creating the best service quality. Keywords: Service quality, Customer satisfaction, Switcing costs, and Customer loyalty

scholarly journals PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN PUBLIK SEBAGAI VARIABEL INTERVENING: PERAN NILAI PELANGGAN SEBAGAI MODERASI

2019 ◽  
Vol 4 (3) ◽  
pp. 157-164
Author(s):  
Sefnedi Sefnedi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Birth Certificate ◽  
Hierarchical Regression ◽  
Research Population ◽  
The Relationship

This studyexamined the intervening effect of customer satisfaction on the relationship between service quality and customer loyalty and the role of customer value as moderating. The research population is all entire communities who received service quality of birth certificate issuance in the period of August-December 2014that accounted for 351customers and the numbers of usable samples were 187 customers.In order to test hypotheses, this study performs simple and hierarchical regression analyses. The results of analysis displayed that service quality positively influences customer satisfaction and customer loyalty, customer satisfaction was found to have positive effect on customer loyalty, customer satisfaction was proven as intervening variable on the relationship between service quality and customer loyalty, and customer value moderated the relationship between service quality and customer satisfaction. Keywords:Service Quality, Customer Satisfaction, Customer Value, and Customer Loyalty.

scholarly journals Does strategic location strengthen the relationship between Service Quality, Customer Satisfaction And Customer Loyalty?

2018 ◽  
Vol 2 (3) ◽  
pp. 34-38
Author(s):  
Arawati binti Agus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mediating Role ◽  
Significant Relationships ◽  
Strategic Location ◽  
Strategic Perspective ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

This study investigates the relationships between service quality determinants namely tangible, reliability, responsiveness, competency, courtesy and credibility, with customer satisfaction and loyalty in the context of Malaysian hypermarkets. The paper also investigates the mediating role of customer satisfaction and also determines whether location (from the strategic perspective) plays a significant moderating role in the customer satisfaction-customer loyalty linkage. The findings suggest that service quality has significant relationships with  customer satisfaction and customer loyalty measures. The result indicates that three service quality determinants specifically tangibles, courtesy and credibility demonstrate high associations with customer satisfaction and customer loyalty. The result suggests that customer satisfaction has significant mediating role in the relationship between service quality and customer loyalty. In addition, location moderates the linkage between customer satisfaction and customer loyalty in both directions. The findings suggest that a more strategic location of a hypermarket can strengthen the relationship between customer satisfaction and customer loyalty.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

2020 ◽  
Vol 32 (3) ◽  
pp. 543-558 ◽  
Author(s):  
Neale J. Slack ◽  
Gurmeet Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Policy Makers ◽  
Content Type ◽  
Mediating Role ◽  
Corporate Resources ◽  
Customer Satisfaction And Loyalty

PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 9-17
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals Investigating the Role of Service Quality and Satisfaction on Debtor Loyalty Behavior

2021 ◽  
pp. 17-25
Author(s):  
Edy Bambang Wibowo ◽  
Retno Tanding Suryandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Marketing Literature ◽  
Service Convenience ◽  
Conceptual Study ◽  
The Relationship

The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.

scholarly journals Study of Antecedent of Customer Satisfaction and Loyalty for Kompas Klasika Jateng & DIY

2017 ◽  
Vol 16 (1) ◽  
pp. 43
Author(s):  
Maria Moniqua Ratna ◽  
Harry Soesanto ◽  
I Made Sukresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Corporate Image ◽  
Software Analysis ◽  
Analysis Technique ◽  
Core Service ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The purpose of this research is to investigate the effect of core service quality, peripheral service quality, and corporate image on customer satisfaction and loyalty of advertiser of Kompas Klasika Jateng&DIY.  Data were collected from 200 clients (advertisers) of Kompas Klasika Jateng&DIY using purposive sampling method, and the data processed using the AMOS software analysis technique Structural Equation Modelling (SEM) version 23.0.  The research reveals there is a positive and significant correlation between peripheral service quality to the customer satisfaction (CR = 4,115) and to the customer loyalty (CR= 2,614); corporate image to the customer satisfaction (CR= 4,976) and to the customer loyalty (CR= 2,580). While, the correlation of the core service quality to the customer satisfaction and loyalty is have no significant impact (each shows that CR= 1,387 and CR= -0,412), so does the impact of customer satisfaction to the customer loyalty (CR= 0,997). Keyword: Core Service Quality, Peripheral Service Quality, Corporate Image, Customer Satisfaction, Customer Loyalty

scholarly journals Mediating Role of Customer Satisfaction between Service Quality and Customer Loyalty with Non-Interest Bank in Nigeria

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sagir Muhammad Sulaiman ◽  
Muhammad Abdulaziz Muhammad ◽  
Aliyu Dahiru Muhammad ◽  
Tasiu Tijjani Sabiu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
High Quality ◽  
Global Village ◽  
Mediating Role ◽  
Banking Business ◽  
Regulatory Bodies ◽  
The Relationship

The world has become a global village as competition among banks is now intense. Globalization is fuelling increased competition in Nigerian banking industry and as a result, banks are challenged to adopt customer centred strategies that would enable them to gain customer loyalty, maximize profitability and survive the competition. There is no business that survives without customers’ patronage and Islamic banks are not an exception. Customers are key stakeholders to the survival of any business, thus, satisfying the customer through providing high quality services is core to Islamic banking business. The aim of the study is to examine the mediating role of customer satisfaction in investigating the relationship between service quality and customer loyalty in non-interest bank i.e. Jaiz Bank of Kano state metropolis, Nigeria. The variance based (SEM) technique is employed in analyzing the hypothesized model of the study. Service quality positively and significantly influences customer satisfaction and customer loyalty, whereas, customer satisfaction does not significantly mediate the relationship between service quality and customer loyalty among customers of Jaiz bank in Kano state metropolis, Nigeria. The study recommends for providing high quality service in order to achieved maximum loyalty from the customers. It was further recommended on the need for reviving of the existing regulatory bodies or institutions that will ensure proper implementation of good service quality delivery among non-interest banks in Nigeria.

scholarly journals Analysis of Competence and Service Quality on Customer Satisfaction and Loyalty in Eastern Indonesia Border Tourism

2021 ◽  
Vol 4 (2) ◽  
pp. 3016-3031
Author(s):  
Milcha Handayani Tammubua ◽  
Deni Surapto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Research Approach ◽  
Analysis Method ◽  
Pls Analysis ◽  
Effect Hypothesis ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The border tourism between Indonesia and Papua New Guinea is currently in great demand by many tourists. Therefore, this study aims to analyze customer satisfaction and loyalty which are influenced by competence and service quality. To test the direct and indirect effect hypothesis, this study adopts a quantitative research approach. The research instrument used was a questionnaire. The sample of this research was 192 tourists who were visiting the PLBN Skouw tour. The research data were analyzed using Partial Least Squares (PLS) analysis method with SmartPLS3.0 software. The results of this study can prove that competence can have a positive and significant effect on service quality and customer satisfaction. Customer satisfaction has a positive and significant effect on customer satisfaction and loyalty. In addition, customer satisfaction can also mediate the relationship between competence and customer satisfaction. Customer satisfaction is proven to have a positive and significant effect on customer loyalty. Customer satisfaction can also mediate the relationship between service quality and customer loyalty.

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