文章基本信息

标题：Examining the Relationships between Service Quality, Corporate Image, Customer Satisfaction, and Customer Loyalty for an Indonesian Bank
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作者：Umbas KRISNANTO ; Riska NOVIANTI
期刊名称：Expert Journal of Business and Management
印刷版ISSN：2344-6781
出版年度：2019
卷号：7
期号：1
页码：31-35
出版社：Sprint Investify
摘要：This research aimed to discover the effect of service quality, corporate image, and customer satisfaction on customer loyalty. The primary data used in this study was obtained from a structured questionnaire sent to 98 customers of Bank BJB Saharjo, Jakarta Branch. Quantitative research was achieved using AMOS program to develop a structural equation model. The results of the study showed that service quality had a positive impact on customer loyalty, however corporate image had a negative effect on customer loyalty. Service quality and corporate image have a positive effect on customer satisfaction. Customer satisfaction is a positive determinant of customer loyalty. Thus, this paper supports previous empirical analysis and improves knowledge on improving relationships with bank customers.
关键词：Corporate Image; Customer Loyalty; customer satisfaction; service quality