Service Quality Towards Bank Customer Loyalty (Empirical Study at BNI USU Medan)

Harahap, Dedy Ansari; Hurriyati, Ratih; Disman,; Gaffar, Vanessa; Amanah, Dita

doi:10.24018/ejbmr.2019.4.5.115

Cited by 3 publications

(2 citation statements)

References 37 publications

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“…Previous researchers have found that service quality has a positive and significant effect on customer loyalty and it has been identified as a determinant construct of customer loyalty [5], [24].…”

Section: Discussionmentioning

confidence: 99%

The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

Alexis

2020

EJBMR

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The current competition from both national and international markets has created a new assignment for companies to give serious consideration to providing a high quality of service to satisfy and maintain customers. This paper aimed to analyze the effects of ATM service quality on customer satisfaction and customer loyalty. The Bank of Kigali has been chosen as a case in this research. For this investigation, primary data was collected from 284 respondents from Bank of Kigali through a structured questionnaire. Collected data were analyzed with SPSS (Statistical Package for the Social Sciences, 23.0) according to the objectives of the present research. Results of the statistical analysis indicate that the age group of 26-35 dominates with 59.2% of total respondents, with males showing dominance in terms of gender with 75% and 54.2% of respondents being graduates. The study reveals that there is a significant relationship observed between service quality and customer satisfaction, and customer satisfaction and customer loyalty. However, an insignificant relationship has been observed between service quality and customer loyalty. Therefore, the Bank of Kigali must maximize the quality of services offered to its customers through ATMs to create a good brand image and gain loyalty from users.

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Section: Discussionmentioning

confidence: 99%

The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

Alexis

2020

EJBMR

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“…Menurut Parasuraman et al (1988) mengatakan bahwa service quality adalah seberapa jauh perbedaan antara kenyataan dan harapan pelanggan atas pelayanan yang mereka terima. Kualitas pelayanan yang baik dan efektif akan meningkatkan berdampak pada kepuasan dan loyalitas konsumen (Harahap et al, 2019).…”

Section: Aunclassified

Pengaruh Price Discount, Store Atmosphere, dan Service Quality terhadap Costumer Loyalty di Critoe Coffee Bandung

Suryana¹,

Harahap²,

Rohandi³

2022

BCSBM

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Abstract. Achieving the success of a company is one of them by creating consumer loyalty because it will provide benefits for the company in the long term. This is also what Critoe Coffee wants to achieve, which in recent months has experienced a decline and increase in sales, due to the application of price discounts, store atmosphere and service quality, thus affecting the number of consumers who regularly buy or become loyal consumers. This study aims to determine how the description of discount prices, store atmosphere, service quality and customer loyalty at Critoe Coffee Bandung and to determine the effect of discount prices, store atmosphere, service quality on customer loyalty. This research is a type of descriptive and verification research with quantitative methods. The sampling technique used is non-probability sampling, namely purposive sampling. The population in this study were consumers who had visited and purchased Critoe Coffee products more than twice and received a sample of 396 people. Analysis of the data used is descriptive analysis and verification using multiple linear regression analysis, F test, t test, and coefficient of determination. The results of this study indicate that partially discounted prices have a significant effect on customer loyalty, partially store atmosphere has a significant effect on customer loyalty and service quality has a significant effect on customer loyalty. Simultaneously discounted prices, store atmosphere, and service quality have a significant effect on customer loyalty. Abstrak. Tercapainya keberhasilan suatu perusahaan salah satunya adalah menciptakan loyalitas konsumen karena akan memberikan keuntungan kepada perusahaan dalam jangka waktu yang panjang. Hal tersebut juga ingin dicapai oleh Critoe Coffee yang pernah mengalami penurunan dan peningkatan penjualan di beberapa bulan, akibat penerapan price discount, store atmosphere dan service quality sehingga mempengaruhi jumlah konsumen yang rutin membeli atau konsumen yang loyal. Penelitian ini bertujuan untuk mengetahui bagaimana gambaran price discount, store atmosphere, service quality dan costumer loyalty di Critoe Coffee Bandung serta untuk mengetahui pengaruh price discount, store atmosphere, service quality terhadap costumer loyalty. Penelitian ini merupakan jenis penelitian deskriptif dan verifikatif dengan metode kuantitatif. Teknik sampling yang digunakan adalah nonprobability sampling yaitu purposive sampling. Populasi pada penelitian ini adalah konsumen yang sudah mengunjungi dan melakukan pembelian produk Critoe Coffee lebih dari dua kali dan didapatkan sampel sebanyak 396 orang. Analisis data yang digunakan adalah analisis deksriptif dan verifikatif menggunakan analisis regresi linier berganda, uji F, uji t, dan koefisien determinasi. Hasil penelitian ini menunjukkan bahwa price discount secara parsial berpengaruh signifikan terhadap costumer loyalty, store atmosphere secara parsial berpengaruh signifikan terhadap costumer loyalty dan service quality berpengaruh signifikan terhadap costumer loyalty. Lalu secara simultan price discount, store atmosphere, dan service quality berpengaruh signifikan terhadap costumer loyalty.

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Investigating the consumption behavior of young adults using online food delivery platforms during the COVID-19 pandemic

Leung,

Chan,

Chiu

et al. 2023

AJIM

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PurposeOnline food delivery has been prevalent in recent years worldwide, especially during the COVID-19 pandemic, and people's consumption behaviors have changed significantly. This study aims to investigate the consumption behavior of young adults using online food delivery platforms during the COVID-19 pandemic and focuses on the dominant factors influencing their decision to use online food delivery platforms.Design/methodology/approachSemi-structured interviews including 14 young adults aged 18–25 living in Hong Kong were conducted to collect data about their perspectives on online food delivery platforms in five areas. This research adopted the stimulus-organism-response model (S-O-R model) to analyze how the factors influence young adult users' loyalty and satisfaction with online food delivery platforms.FindingsThematic analyses revealed that young adults were attracted to online food delivery platforms for their numerous benefits. They had a high frequency of usage and significant spending. Usability, usefulness, satisfaction and loyalty influenced young adults' behaviors on online food delivery platforms. Participants were overall satisfied with their experiences, but platforms still had room for improvement.Originality/valueFew prior studies investigated the factors affecting the consumer experience and behavioral intention of online food delivery for young adults in Asia. This study contributes to understanding young adults' experiences and problems with online food delivery platforms. It provides practical insights for system engineers and designers to improve the current services and for the governments to enhance the existing regulatory loopholes.

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Service Quality Towards Bank Customer Loyalty (Empirical Study at BNI USU Medan)

Cited by 3 publications

References 37 publications

The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

The Mediating Effects of Customer Satisfaction in the Relationship between ATM Service Quality and Customer Loyalty – A Case Study from Bank of Kigali

Pengaruh Price Discount, Store Atmosphere, dan Service Quality terhadap Costumer Loyalty di Critoe Coffee Bandung

Investigating the consumption behavior of young adults using online food delivery platforms during the COVID-19 pandemic

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