How a Mediating Variable Need in the Loyalty Examination?

Bima Andrianto Pambudi; Euis Soliha; Endang Tjahjaningsih

doi:10.15294/jdm.v9i2.15248

How a Mediating Variable Need in the Loyalty Examination?

Bima Andrianto Pambudi⁽¹⁾, Euis Soliha⁽²⁾, Endang Tjahjaningsih⁽³⁾,

DOI: https://doi.org/10.15294/jdm.v9i2.15248

(1) Universitas Stikubank Semarang
(2) Universitas Stikubank Semarang
(3) Universitas Stikubank Semarang

Abstract

The aim of this study was to analyze the effect of bank image and service quality to satisfaction and their impacts on customer loyalty. The object of this research was Bima saving customers at PT. Bank Pembangunan Daerah Jawa Tengah, Klaten Branch. In this study the population used was limited to the customers of the Bima Savings at PT Bank Pembangunan Daerah Jawa Tengah, Klaten Branch. The sample was 97 respondents with the sampling technique of Purposive.The samples were carefully selected so that they were relevant to the study. The results of the research indicate that: bank image has positive significant effect on satisfaction; service quality has positive significant effect on satisfaction; bank image has positive significant effect on loyalty; service quality has positive significant effect on loyalty and satisfaction has positive significant effect on loyalty. The results of mediation effect show that bank image and service quality more effectively influence directly on customer loyalty than through customer satisfaction. Satisfaction is significantly capable as a mediator in the association.Â

Keywords

Bank Image; Service Quality; Satisfaction; Loyalty.

Full Text:

PDF

References

Abd-El-Salam, E. M., Shawky, A. Y., & El-Nahas, T. (2013). The Impact of Corporate Image and Reputation on Service Quality, Customer Satisfaction and Customer Loyalty: Testing the Mediating Role. Case Analysis in an International Service Company. The Business & Management Review, 3(2), 177-196.

Akbar, M. M., & Parvez, N. (2009). Impact of Service Quality, Trust and Customer Satisfaction on Customers Loyalty. ABAC Journal, 29(1), 24-38.

Anderson, E. W., & Fornell, C. 1994. A Customer Satisfaction Research Prospectus, in Service Quality: New Directions in Theory and Practice, eds. Thousand Oaks, California: Sage Publications, 241-268.

Anggraeni, L. R. (2013). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah (Studi pada Nasabah PT. Bank Rakyat Indonesia (Persero), Tbk Unit Mlarak Cabang Ponorogo). Jurnal Ilmiah Mahasiswa FEB, 2(2), 29-41.

Aryani, D & Rosinta, F. (2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi dan Organisasi, 17(2), 114-126.

Aydin, S., Ã–zer, G., & Arasil, Ã–. (2005). Customer Loyalty and the Effect of Switching Costs as a Moderator Variable: a Case in the Turkish Mobile Phone Market. Marketing Intelligence & Planning, 23(1), 89-103.

BelÃ¡s, J. G. (2014). Reasons for Satisfaction and Dissatisfaction of Bank Customers. Study from Slovakia and the Czech Republic. International Journal of Entrepreneurial Knowledge, 2(14), 4-13.

Dewi, R. K., Yasa, N. N. K., & Sukaatmadja, I. P. G. (2014). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah PT BPR HOKI DI Kabupaten Tabanan. E-Jurnal Ekonomi dan Bisnis Universitas Udayana, 3(5), 257-275.

Harsono, S. (2015). The Institution Image and Trust and Their Effect on the Positive Word of Mouth. International Research Journal of Business Studies, 7(1).

Hong, S. C., & Goo, Y. J. (2004). A Causal Model of Customer Loyalty in Professional Service Firms: an Empirical Study. International Journal of Management, 21(4), 531-540.

Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the Effects of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.

Kurniawati, D. (2014). Pengaruh Citra Merek dan Kualitas Produk terhadap Kepuasan dan Loyalitas Pelanggan (Studi pada Pelanggan KFC Cabang Kawi Malang). Jurnal Administrasi Bisnis, 14(2), 1-9.

Long, M. M., & Schiffman, L. G. (2010). Consumption Values and Relationships: Segmenting the Market for Frequency Programs. Journal of Consumer Marketing, 17(3), 214-232.

Malik, M. E., Ghafoor, M. M., & Hafiz, K. I. (2012). Impact of Brand Image, Service Quality and Price on Customer Satisfaction in Pakistan Telecommunication Sector. International Journal of Business and Social Science, 3(23), 123-129.

Rasheed, F. A., & Abadi, M. F. (2014). Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries. Procedia-Social and Behavioral Sciences, 164, 298-304.

Saputra, F. I. (2013). Kualitas Layanan, Citra dan Pengaruhnya terhadap Loyalitas melalui Kepuasan Pelanggan (Studi pada PT Bank BNI 46 Sentra Kredit Kecil Surabaya). Jurnal Aplikasi Manajemen, 11(3), 445-457.

Satriyanti, E. O. (2012). Pengaruh Kualitas Layanan, Kepuasan Nasabah dan Citra Bank terhadap Loyalitas Nasabah Bank Muamalat di Surabaya. Journal of Business & Banking, 2(2), 171-184.

Schiffman, L, G., & Kanuk, L. (2010). Customer Behaviour. Englewood Cliffs, New Jersey: Prentice Hall.

Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service Quality Models: a Review. International Journal of Quality & Reliability Management, 22(9), 913-949.

Singh, H. (2006). The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention. Academy of Marketing Science, 60, 193-225.

Sumadi, S., & Soliha, E. (2015). The Effect of Bank Image and Trust on Loyality Mediated by Customer Satisfaction. Jurnal Dinamika Manajemen, 6(2), 121-132.

Suratno, S., Fathoni, A., & Haryono, A. T. (2016). Pengaruh Citra Perusahaan dan Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Intervening pada PT Pelabuhan Indonesia III Semarang. Journal of Management, 2(2), 1-16.

Surprenant, C. F., & Solomon, M. R. (1987). Predictability and Personalization in the Service Encounter. The Journal of Marketing, 51(1), 86-96.

Sutardjo, F. X. S. W., & Soliha, E. (2014). Pengaruh Persepsi Harga, Citra Perusahaan dan Citra Merek terhadap Kepuasan dan Loyalitas Pelanggan pada Apotek â€œDelaâ€ di Semarang. Proceeding. Fakultas Ekonomi, Unisbank Semarang.

Tran, M. A., Nguyen, B., Melewar, T. C., & Bodoh, J. (2015). Exploring the Corporate Image Formation Process. Qualitative Market Research: an International Journal, 18(1), 86-114.

Wu, H. C. (2014). The Effects of Customer Satisfaction, Perceived Value, Corporate Image and Service Quality on Behavioral Intentions in Gaming Establishments. Asia Pacific Journal of Marketing and Logistics, 26(4), 540-565.

Yang, Z., & Peterson, R. T. (2004). Customer Perceived Value, Satisfaction and Loyalty: the Role of Switching Costs. Psychology & Marketing, 21(10), 799-822.

Yu, H-C, Chang H-C., & Huang, G-L. (2006). A Study of Service Quality, Customer Satisfaction and Loyalty in Taiwanese Leisure Industry. The Journal of America academy of Business, Cambridge, 9(1), 126-132.

Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of Service Quality, Corporate Image and Customer Satisfaction towards Customersâ€™ Perceived Value in the Banking Sector in Pakistan. International Journal of Bank Marketing, 33(4), 442-456.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and Control Processes in the Delivery of Service Quality. The Journal of Marketing, 52(1), 35-48.

Zeithaml, V. A., & Bitner, M. J. (1996). Service Marketing. New York: Mc.Graw-Hill.

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery through Web Sites: a Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.