Bank Loyalty Research Articles

Factors that Influence Customer Loyalty in Online Banking Among University Students

Banks confronted tough competition in acquiring and maintaining consumers with their e-banking platforms due to the rising rate of use of e-banking systems. Essentially, improving e-banking service quality is seen as the best strategic strategy for increasing client loyalty to the e-banking system. The purpose of this paper was to empirically investigate a comprehensive mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service. Reliability, website design, privacy and security, and customer service and support were the dimensions used. The objectives of this research included exploring relationships between factors such as customer satisfaction regarding online banking, reliability of service, quality and performance, service privacy and security in transactions, website design and its use, and the service and assistance in the usage, and customer loyalty. The respondents were among part 2 to part 5 students from Human Resources Studies in a higher learning institution. The researcher distributed the questionnaire to the respondents through the online method using social media accounts like WhatsApp, Instagram, and Telegram. The findings of the research included that, value and relevance were insights strategies to develop loyalty among student users. This included development and promotions with products like educational loan assistance, scholarship tracking tools, budget budget-friendly debit cards with student-specific features. Rewards, points, and other incentives should be used to make sure that online banking is being used frequently. Plugging the site along with its social features through a community forum made sure the students provided peer-to-peer support in sharing financial tips and experiences.

Corporate social responsibility as a moderator of loyalty antecedents in the Brazilian banking context

PurposeThis study aims to analyze how corporate social responsibility (CSR) moderates the direct effects of satisfaction, service quality and trust on consumer bank loyalty.Design/methodology/approachA survey was conducted with 258 consumers who had held a bank account for at least six months to test the proposed model and achieve the research objectives. It was hypothesized that satisfaction, service quality and trust would positively influence bank loyalty. Additionally, it was expected that CSR would positively moderate the relationships between these constructs and bank loyalty.FindingsThe study confirmed the positive relationships among the direct effects of satisfaction, service quality and trust on bank loyalty. However, unexpected results were found in the moderation analysis. The moderating effects of CSR on the relationships between service quality and trust in customer loyalty contradicted expectations. These results suggest that banks should cautiously approach CSR activities, especially in Brazil. Consumers' perceptions are influenced by whether they perceive CSR initiatives as altruistic. Conversely, banks risk losing credibility if consumers perceive CSR as self-serving rather than beneficial to the public. The study underscores the importance of aligning CSR practices with genuine public benefit to enhance consumer trust and loyalty, urging companies to rethink their approach to CSR implementation.Originality/valueThis investigation benefits researchers, customers and banking executives. The findings may assist banks in (re)building their CSR reputation. This research evaluates banks in a developing economy and can serve as a precursor to future research, helping to develop CSR guidelines for banks.

Pengaruh Penerapan Nilai-Nilai Islam, Citra Perusahaan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Pada Bank Syariah Indonesia Di Kabupaten Bondowoso

This study seeks to evaluate the impact of applying Islamic values, the company's image, and customer satisfaction on customer loyalty in sharia banks located in Bondowoso Regency. The research is explanatory, focusing on the relationship or influence between independent and dependent variables. It employs a quantitative approach, sampling 100 Muslim customers of Indonesian sharia banks. Data collection was conducted via questionnaires distributed through Google Forms. The data were analyzed using multiple linear regression analysis, with the results derived from regression tests. The findings revealed that, firstly, the application of Islamic values does not independently affect customer loyalty. Secondly, the company's image has a partial impact on customer loyalty. Thirdly, customer satisfaction influences customer loyalty. Finally, the combined application of Islamic values, company image, and customer satisfaction has a significant effect on customer loyalty.

Analysis of the Role of Sharia Product Innovation and Service Digitalization on Customer Satisfaction and Loyalty in West Java Islamic Banks

This study examines the influence of Sharia Product Innovation and Service Digitalization on Customer Satisfaction and Customer Loyalty in Islamic banks in West Java. Using a quantitative research approach, data were collected from 230 respondents through a structured survey, with responses measured using a 5-point Likert scale. The analysis was conducted using Structural Equation Modeling (SEM) with Partial Least Squares (PLS) to test the proposed hypotheses. The findings indicate that both Sharia Product Innovation and Service Digitalization significantly enhance Customer Satisfaction, which in turn positively influences Customer Loyalty. While product innovation has a stronger effect on satisfaction, both factors contribute meaningfully to loyalty. Customer Satisfaction serves as a critical mediator in the relationship between these variables and loyalty. The study provides practical insights for Islamic banks seeking to improve customer engagement and retention through innovation and digital service enhancements.

Service Quality and Customer Loyalty in Nepalese Commercial Banks: A Mediating Role of Customer Trust

Service Quality and Customer Loyalty in Nepalese Commercial Banks: A Mediating Role of Customer Trust

Analysis of the Impact of Mobile Banking Technology, Fintech, and Digital Transaction Security on Customer Loyalty at BUMN Banks in Indonesia

This study investigates the impact of mobile banking technology, fintech innovations, and digital transaction security on customer loyalty at state-owned banks in Indonesia. Utilizing a quantitative approach, data were collected from 300 respondents through a structured questionnaire with a Likert scale ranging from 1 (Strongly Disagree) to 5 (Strongly Agree). The data were analyzed using SPSS version 25, employing descriptive statistics, reliability analysis, exploratory factor analysis, correlation analysis, and multiple regression analysis. The results revealed that all three independent variables—mobile banking technology, fintech innovations, and digital transaction security—positively and significantly influence customer loyalty. Mobile banking technology had a correlation coefficient of 0.62, fintech innovations 0.57, and digital transaction security 0.68 with customer loyalty. The regression analysis showed that these factors collectively explained 38% of the variance in customer loyalty, with digital transaction security having the strongest impact. The findings underscore the importance of enhancing technological capabilities and security measures to foster customer loyalty in state-owned banks. The study provides valuable insights for banking institutions seeking to improve customer satisfaction and retention through advanced technological solutions and robust security protocols.

Shariah Compliance, Customer Relationship Marketing, and Loyalty in Islamic Banking: The Role of Customer Satisfaction

This research examines and determines the Influence of Shariah Compliance and Customer Relationship Marketing on Customer Loyalty in Islamic Banks, with Customer Satisfaction as a Moderating Variable. The research population consists of BSI Palu customers. Using a quantitative approach. Research data was collected through questionnaires and analyzed using SmartPLS Version 4. The sampling method was purposive sampling, with 100 selected respondents. The research findings indicate that Shariah Compliance has a significant positive relationship with Customer Loyalty, Customer Relationship Marketing has a significant positive relationship with Customer Loyalty, and Customer Satisfaction has a significant positive relationship with Customer Loyalty. However, Customer Satisfaction does not moderate the relationship between Shariah Compliance and customer loyalty, and Customer Satisfaction significantly weakens the relationship between Customer Relationship Marketing and customer loyalty.

Antecedents of Customer Loyalty in Private Commercial Banks of Bangladesh

Bangladesh’s economy being a small one is home to a huge number of private commercial banks offering homogenous products giving rise to fierce competition within the industry. Gaining substantial customer loyalty can help bank companies survive the competition in the industry. This study tried to review the impact of service quality and perceived value as the antecedents of customer loyalty for private commercial banking customers in Bangladesh. The study reveals that service quality and perceived value positively influence customer loyalty and that the positive impacts are significant as found in prior studies. Additionally, this study suggested that private commercial banks in Bangladesh ought to continually gratify customers by ensuring the quality of service and enhancing perceived value, thereby gaining customer loyalty. As the implication, this study highlighted to the scholars and professionals in the banking industry may resort to the findings of the study for having a better understanding of how the different relevant factors give rise to customer satisfaction, which in turn creates customer loyalty, and how they influence each other as well. The outcomes of the study will assist the practitioners in which innovative and distinctive marketing strategies are to be devised to enhance customer loyalty.

NURTURING CUSTOMERS LOYALTY ON ISLAMIC BANK: THE ROLE OF SATISFACTION AND TRUST AS MEDIATION

Introduction: Customer loyalty is a fundamental point in relational marketing that must be maintained and maintained by service providers. The urgency of nurturing loyalty of customers is the goal of this research, namely by developing a framework of customer loyalty in shariah banks using the antecedents to be tested. Method: A total of 250 Indonesian Islamic bank customers in Central Java were used as respondents taken using a convenience sampling technique. The collected data were tested, and the data were analysed using SEM with the AMOS statistical software. Result: The finding of the study shows from the nine hypotheses, there are six hypotheses accepted and three hypotheses rejected. High intrinsic religiosity of customers will increase customer satisfaction, trust and loyalty. Meanwhile, extrinsic religiosity is only able to make customers believe in Islamic banks, but is unable to influence satisfaction and loyalty. Other findings show that customer loyalty is based on their trust in Islamic bank services but is not directly influenced by satisfaction. Conclusion and Suggestion: Meanwhile, customer trust in Islamic banks is formed because of their satisfaction with the service. Although satisfaction is not significant on loyalty, its impact can affect trust, and trust is the key to increasing loyalty. This study's findings offer a new perspective on Islamic bank marketing strategies. By promoting proper service, product development, and operational excellence, these strategies can help build customer trust.

Green HRM practices, organizational commitment, and citizenship behaviour in banks of Hyderabad, Sindh, Pakistan

The study explores the interplay flanked by green HRM practices (GHRMP) and organisational citizenship behaviour (OCB) in banking institutions in Hyderabad, Pakistan, focusing on the mediating impact of organisational commitment. GHRMP are recognised for promoting environmental sustainability and corporate social responsibility. OCB, reflecting discretionary employee behaviour, is pivotal for organisational success. This research aims to ascertain whether organisational commitment mediates the association between GHRMP and OCB in the banking sector of Hyderabad. Data were collected through closed-ended surveys, employing convenience sampling with 200 questionnaires from banks. Smart PLS software facilitated model development and assumption assessment, while SPSS was used for data analysis. Findings reveal that organisational commitment mediates the relationship between GHRMP and OCB in banking institutions. These results underscore the potential of GHRM to enhance organisational commitment, thereby fostering greater OCB participation among employees. This research contributes to academia by elucidating the connections among bank employee commitment, GHRMP, and voluntary employee behaviour. Banks can use these insights to devise and implement GHRM strategies that support environmental responsibility while enhancing staff engagement and organisational citizenship. Integrating sustainability initiatives into HRM processes can cultivate a culture of organisational citizenship and environmental responsibility.

Satisfaction, Religiosity Commitment, and Nisbah Perception as Predictors of Customer Loyalty in Islamic Banking: Evidence from Indonesia

Satisfaction, Religiosity Commitment, and Nisbah Perception as Predictors of Customer Loyalty in Islamic Banking: Evidence from Indonesia

Work-Life Balance Practices and Employee Commitment of Commercial Banks in Rivers State

Work-Life Balance Practices and Employee Commitment of Commercial Banks in Rivers State

THE IMPACT OF DIGITAL BANKING ON CUSTOMER SATISFACTION AND LOYALTY IN COMMERCIAL BANKS: A SYSTEMATIC LITERATURE REVIEW

This literature review paper aimed to examine the influence of digital banking on customer satisfaction and loyalty in commercial banks through a systematic literature review. The researcher conducted a comprehensive search of electronic databases and applied inclusion and exclusion criteria to select the most suitable articles. The eligibility criteria included studies published between 2006 and 2022, focused on digital banking, service quality, customer satisfaction, and customer loyalty, and used qualitative, quantitative, and mixed-methods research conducted in any country worldwide. Data analysis involved examining statistical findings from individual studies using Microsoft Excel, and the study analyzed 146 papers published in the field. The results showed an increase in the number of papers published each year, with a focus on topics such as customer satisfaction, customer loyalty, and customer unswerving behavior. The majority of authors used descriptive research designs, while empirical studies were used the least. Male authors had the most articles published, while female authors had the least. Pakistan and Nigeria published the highest number of articles. The findings give insights for commercial banks to enhance their digital banking services to enhance customer satisfaction and loyalty.

The Effect of E-Banking Adoption on Customer Satisfaction and Loyalty in Commercial Banks in Rwanda: A Case of Bank of Kigali

The Effect of E-Banking Adoption on Customer Satisfaction and Loyalty in Commercial Banks in Rwanda: A Case of Bank of Kigali

Financial Analysis Axis Bank

Financial Analysis Axis Bank

The extent of the commitment of Islamic banks in the Kurdistan Region of Iraq to the internal Sharia audit controls and their impact on enhancing the auditors’ confidence in accounting information

The extent of the commitment of Islamic banks in the Kurdistan Region of Iraq to the internal Sharia audit controls and their impact on enhancing the auditors’ confidence in accounting information

FOSTERING CUSTOMER LOYALTY AMONG MUSLIM CLIENTS: STRATEGIES FOR ISLAMIC BANKS

This research examines the influence of service quality, corporate image, customer satisfaction, and customer engagement on loyalty in Islamic banks. The study was conducted by distributing questionnaires to 500 randomly selected West Sumatra, Indonesia respondents. This research uses Structural Equation Model Analysis. The findings of this study show that service quality and company image significantly affect customer satisfaction at Islamic banks. It is indicated that service quality and company image significantly and positively impact customer engagement. It is found that all determinant factors, directly and indirectly, affect customer loyalty to Islamic banks. From the results of this study, it is expected that Islamic bank executives must identify the elements that influence customer loyalty because these factors directly or indirectly affect the customer loyalty variable. The results of this study can be used as a consideration for Islamic bank managers in developing marketing strategies because they are closely related to the marketing performance managers need to control the service performance of Islamic banks. Theoretically, this research is also a new reference for researchers studying Islamic banks. Further researchers can adapt the model and variable indicators in this study, which can be applied further.

FOSTERING LOYALTY AMONG YOUNG CONSUMERS: STRATEGIC APPROACHES FOR BANK SUSTAINABILITY

Objective: This study examines the influence of service quality, satisfaction, bank image, and trust on bank loyalty among youngsters in Malaysia, represented by university students. Theoretical Framework: This study integrates cognitive and behavioral approaches from the Learning Theory to model customer loyalty. Cognitive processes involve assessing service quality for future decisions, while behavioral aspects focus on observable actions. Both perspectives are essential for understanding and predicting consumer behaviors in the context of loyalty. Method: Using a sample of 290 university students, data was collected through a self-administered survey and analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM). Results and Discussion: The results reveal that only bank image and trust significantly affect loyalty, while satisfaction, bank image, and trust are influenced by service quality but not on students’ loyalty. Interestingly, bank image also influences satisfaction. These findings suggest that banks should prioritize building a positive image and trust among customers to enhance loyalty, rather than solely focusing on service quality and satisfaction. Research Implications: The study offers practical implications for Malaysian banks, highlighting the importance of loyalty for long-term sustainability and targeting undergraduate students as future assets. It contributes to the literature by exploring these relationships specifically among undergraduate students in Malaysia, offering insights for banks to consolidate their market share and tailor products and services for young consumers Originality/Value: This pioneering study examines how service quality, satisfaction, image, trust, and loyalty interrelate among Malaysian undergraduate students, offering insights for banks targeting young consumers

Perceptions of Organizational Commitment in Nepalese Insurance Companies and Commercial Banks

This study aims to examine the status of organizational commitment (affective commitment, continuancecommitment, and normative commitment) in insurance companies and commercial banks of Nepal. Thisstudy is conducted utilizing a survey methodology with questionnaires serving as the primary tool. Sixinsurance companies and six commercial banks are covered by this study. A total of 360 questionnaires—30in each of the 12 organizations—have been distributed, and 225 (62.5%) of those that have been fullycompleted and returned are used for the study. The data are analyzed by using the latest version of thestatistical package for social science (SPSS). Descriptive statistical tools like mean and standard deviationare used. The one-way analysis of the variance is used for determining the statistical differences between theorganizational commitment dimensions found in two samples (insurance companies and commercialbanks). Based on the results, affective commitment is found at a high level, normative commitment at amoderate level, and continuance at a low level in Nepalese insurance companies and commercial banks.Insurance companies show higher affective and normative commitment than commercial banks. Significantdifferences in judgments of affective and normative commitment between employees of Nepalese insurancecompanies and commercial banks are also revealed by analysis of variance. In fact, firms that have a strongorganizational commitment are better able to keep employees, which put them in a better position to gain theadvantages of a more devoted, engaged, and dependable workforces. Therefore, today's businesses mustdesign workplaces that encourage more moral and emotional commitment among their employees.

The double bottom line of savings banks and credit cooperatives – Insights into lived practice

Abstract Credit cooperatives and savings banks not only fulfill economic purposes, but also pursue social objectives. An orientation towards the common good as part of their hybrid target system leads to positive externalities of their business activities for society, such as the stabilization of the financial sector or the support of vulnerable groups. However, an analysis of current literature and a quantitative study on the lived practice of their social mission show that cooperative and savings banks so far only inadequately communicate the implementation of their values and principles to the public. The article thus offers an insight into the social commitment of Austrian banks and discusses potential obstacles to intensified double bottom line accountability.