Abstract
The current global economic challenges force each country to survive for the prosperity of its people. The banking sector, as one of the economic regulators, also helps to grow GDP. In this effort, the bank continues to strive to maintain customer satisfaction and build long-term relationships. Although many studies examine satisfaction, there are no studies that reveal the role of punctuality and convenience of service as solid constructs in explaining the process of bank customer loyalty behavior. The purpose of this article is to examine the relationship between timeliness and service convenience to satisfaction-mediated loyalty. This paper is a conceptual study so that there are several prepositions explained. The implications of this article are expected to give alternative insight to marketing literature, especially in the field of banking marketing, as well as a foundation that can later be investigated empirically for future researchers.
Highlights
Services Authority of Indonesia shows that the NPL ofTo ensure customer satisfaction and loyalty, as one of Indonesian banks in 2019 was 2.53%, increased only a few the service industries, banks must focus on their service from 2018, for 2.37%.quality
Since the biggest profit for a bank is obtained from have identified the key antecedents of customer loyalty, providing credit, each bank competes to gain new creditors and including multidimensional models of service quality and other still needs to pay attention to the quality of its credit, factors that contribute to customer loyalty [1]
Findings by the banking industry to be more prudent in the distribution of Pricewaterhouse Coopers (PwC) Indonesia stated that the credit
Summary
Services Authority of Indonesia shows that the NPL ofTo ensure customer satisfaction and loyalty, as one of Indonesian banks in 2019 was 2.53%, increased only a few the service industries, banks must focus on their service from 2018, for 2.37%.quality. The year 2020 the trade war between the US and China, not to mention the is a challenging period for the banking industry as the Covidglobal recession as a result of the covid-19 pandemic. This 19 pandemic has quite hindered economic performance in industry deals with the strict competition with non-bank general. Data from BCA bank shows banking industry This finding is based on the 2018 Indonesia that the NPL in 2018 was at the level of 1.40% and improved
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