Proceedings of the 4th International Conference of Economics, Business, and Entrepreneurship, ICEBE 2021, 7 October 2021, Lampung, Indonesia

Research Article

Do service quality and corporate image affect customer satisfaction and loyalty?

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  • @INPROCEEDINGS{10.4108/eai.7-10-2021.2316148,
        author={Mohamad  Najmudin and Budi  Setyanta and Nurwiyanta  Nurwiyanta},
        title={Do service quality and corporate image affect customer satisfaction and loyalty?},
        proceedings={Proceedings of the 4th International Conference of Economics, Business, and Entrepreneurship, ICEBE 2021, 7 October 2021, Lampung, Indonesia},
        publisher={EAI},
        proceedings_a={ICEBE},
        year={2022},
        month={4},
        keywords={service quality corporate image customer satisfaction customer loyalty},
        doi={10.4108/eai.7-10-2021.2316148}
    }
    
  • Mohamad Najmudin
    Budi Setyanta
    Nurwiyanta Nurwiyanta
    Year: 2022
    Do service quality and corporate image affect customer satisfaction and loyalty?
    ICEBE
    EAI
    DOI: 10.4108/eai.7-10-2021.2316148
Mohamad Najmudin1,*, Budi Setyanta1, Nurwiyanta Nurwiyanta1
  • 1: Janabadra University
*Contact email: najmudin@janabadra.ac.id

Abstract

Customer loyalty is an important part of business performance. Many companies hope to keep their customers for a long time, even if it is possible forever. This research seeks to examine the function of service quality and company image to influence customer loyalty in the use of Islamic banking in Indonesia and the importance of satisfaction in mediating the quality of the services and corporate image in influencing customer loyalty. Some 283 people were picked utilizing the purposive sampling method as samples. The hypothesis of this study was tested via Structural Equation Modeling (SEM). The results reveal that customer loyalty is affected directly by service quality and company image. Furthermore, the results of this study demonstrate that customer loyalty indirectly impacts service quality and business image. This discovery is consistent with earlier results. This study nevertheless showed that the influence of quality of service and corporate reputation on customer loyalty is not entirely mediated by customer satisfaction. This is demonstrated by the direct effects on customer loyalty of quality of service and the business image. To increase customer loyalty, Islamic banking must improve service quality, corporate image, and customer satisfaction.