원문정보
초록
영어
The purpose of the present study was to analyze a model of the factors affecting customer loyalty including service quality, customer value, bank’s reputation, and customer satisfaction, trust and commitment. Data were tested and analyzed using the structural equation modeling (SEM). Population was the customers of state banks in five cities in Indonesia, namely Jakarta, Bandung, Surabaya, Makassar and Pontianak. A total sample of 250 people was taken by the purposive sampling method. Results showed that service quality, customer value and bank’s reputation had direct effects on customer satisfaction, trust and commitment and also customer loyalty. Improved service quality could not directly increase customer commitment to the bank. When the bank’s service quality was difficult to measure, the bank’s reputation represented an important factor in affecting perceived customer satisfaction.
목차
1. Introduction
2. Literature Review and Hypothesis Development
2.1. The Relationship of Service Quality with Customer Satisfaction
2.2. The Relationship of Service Quality with Customer Trust
2.3. The Relationship of Service Quality with Customer Commitment
2.4. The Relationship of Customer Value with Customer Satisfaction
2.5. The Relationship of Customer Value with Trust
2.6. The Relationship of Customer Value with Commitment
2.7. The Relationship of Reputation with Satisfaction
2.8. The Relationship of Reputation with Trust
2.9. The Relationship of Reputation with Commitment
2.10. The Relationship of Satisfaction with Loyalty
2.11. The Relationship of Trust with Loyalty
2.12. The Relationship of Commitment with Loyalty
3. Research Methodology
4. Results
4.1. Effects of Service Quality on Customer Satisfaction, Trust, Commitment and Loyalty
4.2. Effects of Customer Value on Customer Satisfaction, Trust, Commitment and Loyalty
4.3. Effects of Banks’ Reputation on Customer Satisfaction, Trust, Commitment and Loyalty
5. Conclusion
References