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
Performing Loan (NPL) indicator, while Indonesia's bankingTo ensure customer satisfaction and loyalty, as one of NPL trend itself has decreased
Customer loyalty is directly findings, we propose a second hypothesis: influenced by satisfaction and service quality [30] conducted a
This study shows the importance of maintaining study in Indonesia tend to give perfect scores on questionnaires service quality and establishing satisfaction in the banking related to the satisfaction that is usually carried out by banks
Summary
To ensure customer satisfaction and loyalty, as one of NPL trend itself has decreased. The banking industry must face much uncertainty from still needs to pay attention to the quality of its credit, the trade war between the US and China, not to mention the considering that the National Banking Non-Performing Loan global recession as a result of the covid-19 pandemic This (NPL) in 2019 was at the level of 2.53%. Between service quality dimensions, customer satisfaction, and The SERVQUAL model integrates several constructs and loyalty in the Turkish banking sector. This study examines the relationship between service quality and customer satisfaction differences in the level of satisfaction and loyalty of two in the banking sector. Www.cpernet.org customer satisfaction results from the process where convenience, and customer loyalty Based on these remarks, consumers compare their expectations and perceptions of we propose a second hypothesis: performance
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