Customer Loyalty In Banking Research Articles

Analysis of Factors Influencing Customer Satisfaction and Its Impact on Mobile Banking Customer Loyalty

Various studies have tested customer satisfaction factors in mobile banking services that have a direct influence on loyalty. The main objective of this study is to determine customer satisfaction factors in Mobile Banking Service Quality (MBSQ) services that have a direct and indirect influence on customer loyalty. This study uses a quantitative method approach, the research type design uses descriptive and verification, in testing the research model using the Structural Equation Model Partial Least Square (SEM-PLS) approach. The results of the study show that expense, security, responsiveness, relative advantage, and convenience factors have a direct effect on customer satisfaction, the findings of this study confirm that costs have an indirect effect on customer loyalty through customer satisfaction. Customer satisfaction becomes a process or helps transmit service quality to loyalty in the banking industry. The benefits of this research provide benefits both theoretically and in managerial practice, this research can enrich knowledge related to digital-based banking service marketing strategies, so that it has an impact on customer satisfaction and loyalty, and can increase sustainable competitiveness for the company.

Understanding customer loyalty in banking industry: A systematic review and meta analysis

To overcome the current competitive market environment, obtaining high customer loyalty is a key success of retaining customers as loyal customers display high commitment to continue their support with the current service providers. Therefore, banks need to continue offering superior financial products and services to their customers to ensure high customer satisfaction which can ultimately trigger their customer loyalty. This research aims to enhance comprehension of customer loyalty in banking industry by conducting a comprehensive literature study. This research selected 149 published research articles related to customer loyalty in banking industry indexed by Web of Science and Scopus between 2012 and 2024. Only 44 final research articles that met the criteria were used for Preferred Reporting Items for Systematic and Meta-Analysis (PRISMA). Results highlighted that bank customer loyalty was often investigated in India, followed by Indonesia, South Africa, Vietnam, Ghana, Brazil, Pakistan, Turkey, Iran, and China. Meanwhile, results also underscored that satisfaction, trust, service quality, image, commitment, reliability, perceived value, ethical, perceived usefulness and experience often and significantly influenced customer loyalty. Finally, results also outlined that consumer research mechanism of customer loyalty in banking industry evolved frequently and significantly shifting from general to electronic banking service consumption following banking 5.0 of “how Fintech will change traditional banks in the new normal or post pandemic”. Moreover, these results were essential to marketing managers in banking industry in order to analyze, understand and further improve their existing financial products and services to their customers so that banks can obtain more customer loyalty.

Customer loyalty model in Islamic bank: mosque perspective

Purpose This study aims to test the empirical Islamic bank customer loyalty model with the perspective of mosques as customers. Design/methodology/approach The type of research used is quantitative to collect data from mosque customers; 93 questionnaires were analyzed using partial least square-structural equation modeling. Findings This research found a significant relationship between service quality and perceived value, service quality and brand image, perceived value and customer satisfaction, brand image and customer loyalty and customer satisfaction with brand image. Research limitations/implications First, this study only collects data from certain organizations or communities so that further research can develop the model by adding several other communities or organizations. Second, this research does not include several other important variables that influence customer loyalty, such as product innovation and company capabilities. Originality/value Islamic bank customer loyalty models have been widely explored from the perspective of individual customers only. This research offers new attributes that influence customer loyalty models in the context of organizations or communities, namely, mosques.

Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Dalam Perbankan Syariah Di Provinsi Lampung Pada Tahun 2023

This research was carried out in order to understand the impact of service quality on Sharia Banking customer loyalty in Lampung Province in 2023. This research is classified as quantitative research with an emphasis on calculation results. The results of the reliability testing carried out obtained results with a service quality variable with an Alpha Coefficient of 0.949 and a customer loyalty variable with an Alpha Coefficient of 0.842. The questionnaire was distributed to a total of 100 research subjects. The calculated t value of the service quality variable is 1,247. This explains that the calculated t is greater than the specified t table value (4.153 > 1.989), meaning the result is a positive significance level of 0.000 which is smaller than 0.05. So the alternative hypothesis (Ha) can be accepted, while the null hypothesis (Ho) can be rejected. So it can be concluded that there is a positive impact between service quality and Sharia Banking customer loyalty in Lampung Province in 2023.

Factors Influencing Customer Loyalty in Banks: The Mediating Effect of Customer Trust

Factors Influencing Customer Loyalty in Banks: The Mediating Effect of Customer Trust

Factors that Influence to Costumers Sharia Bank Loyalty: An Empirical Study of Students at Universitas Darussalam Gontor Ponorogo

Introduction: The purpose of this research is to predict customer satisfaction, customer perceived value, and customer Islamic religiosity on Sharia bank customer loyalty. Research Methods: The research used a quantitative approach with 140 respondents who were Sharia bank customers, specifically students at Universitas Darussalam Gontor, Ponorogo. A Likert scale of 1-5 was employed for measurement, and partial least squares–structural equation modeling was used to analyze the data. Results: The results of this research demonstrate that customer satisfaction, perceived value, and Islamic religiosity have a significantly positive impact on Sharia bank customer loyalty. Conclusion: To build and maintain customer loyalty, Islamic banks must leverage customer satisfaction, value, and religiosity by offering a variety of Sharia-based products and services that truly differentiate them from conventional banks.

The Impact of Customer Relationship Marketing on Customer Loyalty

This study aims to examine the impact of CRM on customer loyalty and to explore relationship marketing accuracy in four dimensions such as trust, communication, commitment, and conflict handling in the banking system. Moreover, it examines the direct and indirect relationships between CRM variables and the mediating role of trust between them. Because most bank-customer interactions are time-varying and dynamic, and there are only a few studies related to CRM in the Albanian banking system, this study tends to contribute further to this field. Random sampling technique was used to collect data from 440 bank customers, who completed a structured questionnaire in Google Forms. Structural equation modelling (SEM) in Smart PLS 4 software was used to analyse the completed questionnaires. The results have revealed that CRM impacts positively and significantly the loyalty of bank customers, thereby supporting all the hypotheses. Moreover, the data analysis showed that trust plays a mediating effect between CRM variables.

Assimilating Islamic Banking Customer Loyalty: A Halal Brand Personality Perspective Model

As Indonesian government promotes Indonesia as the center of the Halal Industry Nation, numerous strategies are being implemented across every sector, including Islamic Financial Institution. This research focuses investigating factors that can influence customer loyalty. To bridge this gap, the study aims to create a model for increasing customer loyalty based on the Halal Brand Personality approach, by exploring competitive advantage as a mediating variable. This research is considered important due to the relatively small market share of Islamic banking in Indonesia, which faces intense competition. This is an explanatory research with a quantitative approach that employs survey method to collect 225 data points. Structural Equation Modeling (SEM) is used to analyze the direct and indirect relationship of each variable. It was found that from all the hypotheses, six were rejected, and the model was validated. The result delineated that the model proposed in this research can assist branch managers in maximizing and strengthening Islamic banking’s distinctive products and sophisticated technology, which are its primary competitive advantages when competing with other banking sectors.JEL Classification: M20, M21, M31

Pengaruh Model Penerimaan Teknologi terhadap Loyalitas Penggunaan Mobile Banking oleh Nasabah Bank Syariah di Kota Bandung

This research was conducted to determine the effect of Islamic bank customer loyalty which is influenced by the technology acceptance model which is proxied by perceived ease of use and perceived usefulness. Data obtained from customers of Islamic banks in the city of Bandung as many as 168 respondents using a questionnaire. Dayang data analysis used was SEM-PLS. the results of the study show that perceived ease of use has a significant positive effect on customer loyalty. In addition, perceived usefulness has a significant positive effect on customer loyalty. The results of this study are expected to trigger Islamic banks to further improve mobile banking facilities so that customers can continue to use Islamic bank mobile banking technology.

Innovative Strategies to Maximize Customer Loyalty in the Banking System: A Systematic Review

Customer loyalty in financial organizations can be assessed by observing virtual interaction, physical interaction, and service interaction. Loyalty in the banking sector is a consequence of customer convenience, good service received and good image of social responsibility to the environment. For this reason, the aim of the research is to analyze the studies that have been conducted in the scientific literature regarding innovative approaches and strategies of loyalty in the banking system between the years 2018 and 2023. To achieve the collection of information, 4 reliable databases were used: Scopus, Redalyc, Science Directc and Scielo, from which 22 scientific articles with relevant information on the topic were extracted, information systematized by journal, author, databases, year and country is presented. The most used database was Scopus followed by Science Directc and the year where the most was published was 2022, highlighting several publications in the journals Sustainability and Management and Accounting Review. The results show how financial organizations can develop their approaches and strategies to maximize the loyalty of their active customers, which translates into increased market share. It is highlighted that trust and commitment tend to have a positive and significant effect on bank customer loyalty. In conclusion, loyalty in the financial system plays a very important role as it allows them to be active in a competitive market, in addition to creating brand evangelist customers who will recommend the services to others.

Application of artificial intelligence in managing customer loyalty in banks

“Artificial intelligence” (AI) is increasingly mentioned in various fields. The increase in data, along with breakthroughs in storage and computing technologies in computer hardware, is making AI applications more scalable and efficient. In particular, the use of artificial intelligence is very developed in the banking sector. AI helps banks improve their lending and lending decision-making, reduces operating costs and bank risks, and by analyzing customer behavior and preferences can improve banking products. In this article, the author presents a study on the use of AI in customer loyalty management in banks.

Analysis of Service Quality and Queue System on Banking Customer Loyalty in Medan City in the Era of the Digital Revolution

The purpose of this study was to determine and analyze the effect of service quality and queuing systems on banking customer loyalty in the city of Medan. The sample selection in this study used non-probability sampling because it did not provide equal opportunities for each member of the population to be sampled. The sampling method in this study was purposive sampling of 150 respondents. The data analysis performed was multiple linear regression analysis. The results of data analysis show that service quality and queuing systems have a positive and significant effect on customer loyalty. Keywords: service quality, queuing system, customer loyalty

The Effect of Service Quality, Marketing Mix and Brand Image on Customer Loyalty in Banking Industry

The growth of banking is currently accelerating significantly. The rapid expansion and development of technology, information, machinery, and heavy equipment, particularly communication technology, is to blame for this transition. This study aims to examine how customer loyalty in Islamic banks is impacted by marketing mix, brand image, and service quality. This study uses quantitative methods. The research was carried out between June and August of 2022. Active users of Islamic banks make up the research sample. Primary data were used in this investigation, and they were obtained by employing a questionnaire and a random sample technique. The consumers of Islamic banks are the subject of this study. The findings of this study suggest that customer loyalty in Islamic banks is positively and significantly influenced by the marketing mix, brand image, and service quality, partially and simultaneously.

Banking Customer Loyalty: Unveiling the Role of Customer Relationship Marketing and Customer Value

This study examines the effect of Customer Relationship Marketing and customer value on customer loyalty at PT. Bank BRI Unit Mamajang KC. Makassar, Sumba Opu. In this study, a sample of 100 respondents was used, namely BRI Bank Makassar Unit Mamajang Branch customers. This study uses primary data by conducting direct research in the field by giving questionnaires/question sheets to respondents. Data analysis used data quality tests, classical assumption tests, multiple linear regression analyses, partial tests, simultaneous tests, dominant tests, and determination tests. The results showed that: the variable Customer Relationship Marketing and customer value has a direction of influence that is in the same direction as customer loyalty. Every time there is an increase in the provision of Customer Relationship Marketing and customer value will have an impact on increasing customer loyalty. Customer Relationship Marketing variables and customer value significantly influence customer loyalty. This indicates that Customer Relationship Marketing is a determining factor for whether or not a customer is loyal.

Does Customer Satisfaction and Service Quality have an impact on HDFC Bank Customers’ Loyalty?

Purpose- The purpose of the present study is to investigate the service quality of HDFC Bank and how it affects the satisfaction and loyalty of their customers. Finding out how customer satisfaction affects service quality and customer loyalty among HDFC customers is the study’s secondary goal. 
 Design/Methodology/Purpose -Using a questionnaire-based survey method, data from 120 bank customers were gathered using the Purposive Sampling method. Of these, 55.5 per cent were female and 44.5 per cent were male.Findings- The study’s findings showed a significant link between customer satisfaction and service quality (H1). Results, however, indicate that HDFC Bank customer loyalty is not significantly influenced by service quality and customer satisfaction (H2, H3). Additionally, this study’s findings indicate that there is no conclusive evidence linking customer loyalty and service quality through customer satisfaction as a mediator (H4). 
 Research limitations/Implications- Results may vary in other countries and generalizability to the full population is constrained. Future studies will use more varied samples or carry out more comparable investigations in different sectors.Practical Implications- The study’s findings showed that client loyalty cannot be assured by customer satisfaction and service quality alone.

Impact of Relational Benefit on Customer Loyalty with the Mediating Role of Customer Satisfaction: A Study of Selective Banks of Pakistan

Objective: The research paper opens up to Relationship Marketing approach with the objective to find an array of factors facilitating Customer Loyalty in Banks: Customer Relational Benefit has been studied to increase Customer Satisfaction and thus, Customer Loyalty as well.
 Methodology: This study focuses on and talks about empirical findings from 422 customers of different banks situated in Multan. AMOS and SPSS were used to analyze the data. Descriptive statistics, frequency distribution, correlation, confirmatory factor analysis and structure equation modeling tools were used to analyze the data.
 Findings: The key finding in this Research Paper indicates that customer relational benefits & customer satisfaction are key players that enhance and retain the customer loyalty.
 Implications: This study provides a comprehensive guide line for managers to access and retain the loyal customers.

Loyalty of bank customers: methods for its assessment and ways to increase

Loyalty of bank customers: methods for its assessment and ways to increase

The Effect of Service Quality Based on The Carter Model on Bank Customer Loyalty

The Effect of Service Quality Based on The Carter Model on Bank Customer Loyalty

Dynamic Behavior of Islamic Banking Customer Loyalty in Jakarta

<p>The attractiveness of Islamic banking lies in the profit-sharing system, service delivery, satisfaction, and promotion, where these components are interrelated with customers, which can influence customers to continue to choose Islamic banking services. This study aims to analyze the effect of service quality on customer satisfaction of Islamic banks, analyze the effect of service quality on customer loyalty of Islamic banks, and analyze the effect of customer satisfaction on customer loyalty of Islamic banks. The sample used in this study took the respondents of Islamic bank customers in Jakarta and then processed using SEM-PLS. The results showed that service quality had a significant effect on customer satisfaction, service quality significantly influenced customer loyalty, and customer satisfaction significantly influenced customer loyalty. This study recommends that there is a need to make products or services that are more in line with customer needs, the need to increase Islamic bank outlets or Automated Teller Machines (ATMs) owned by Islamic banks in locations that are more accessible and close to residential and business areas, and the need to conduct activities with customers periodically.</p>

STRATEGY ANALYSIS IN ACEH ISLAMIC BANK

Islamic banks are the result of the Aceh Qanun policy on Islamic Financial Institutions in implementing the principles of Islamic law. Qanuns are laws and regulations similar to regional regulations that regulate the administration of the Aceh government, as well as community life in deciding regulations through DPRA meetings, so as to produce policies to be implemented. The purpose of this research is to find out and analyze strategies for increasing customer loyalty in Islamic banking in Aceh Province. Customer Relationship Management, Service Quality and Perceived Value play an important role in providing services, customer desires and understanding customer behavior in improving service quality to create Islamic Bank Customer Loyalty. This research examines 200 customers who save at Islamic banks in 5 districts/cities in Aceh. selected by purposive sampling technique, and tested using the PLS SEM statistical analysis method. The results show that Customer Relationship Management, Perceived Value has an effect on Customer Loyalty, but Service Quality has no effect on Customer Loyalty. Customer Relationship Management and Service Quality affect Perceived Value. In addition, Perceived Value mediates the relationship between Customer Relationship Management and Service Quality towards Customer Loyalty.