The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings.

摘要

The objective of this research is to investigate service quality attributes along with a measure of perceived value and satisfaction to determine the direct and indirect effect on bank customer's loyalty. The study also seeks to identify the most important attributes/cues in bank settings, which may be used to review characteristics of the banks as experienced by customers.; The sample size of 200 retail-banking customers was drawn from 4 major banks in Jakarta that comprise 2 government banks, and 2 national private banks. The result shows that employee performance has a direct effect only on customer value, while reliability has a direct effect not only on customer value, but also on customer satisfaction and loyalty. Both employee performance and reliability have indirect effect on loyalty, mediated by customer value and satisfaction. No one hypothesis concerning the effect of tangibles on customer value, satisfaction, and loyalty were statistically significant.