Customer Loyalty in State-Owned Retail Banking: Evidence from Lamongan, Indonesia

Dublin Core

Title

Customer Loyalty in State-Owned Retail Banking: Evidence from Lamongan, Indonesia

Creator

Sugeng Hariadi, Siti Rahayu

Proceedings Item Type Metadata

meta_title

Customer Loyalty in State-Owned Retail Banking: Evidence from Lamongan, Indonesia

Abstract/Description

This study investigates the determinants of customer loyalty in retail banking, focusing on National State Bank in Lamongan City, Indonesia. Employing a causal research design, data were collected from 156 customers via structured questionnaires and analyzed using Structural Equation Modeling (SEM) with AMOS 22.0. The findings reveal that service quality significantly enhances corporate image and perceived value, while perceived value and customer satisfaction directly foster customer loyalty. Contrary to expectations, service quality, corporate image, and trust exhibited no significant direct effects on loyalty, suggesting the mediating role of value and satisfaction. These insights contribute to the literature on relationship marketing and provide actionable strategies for banks aiming to strengthen customer retention.

publication_date

2025/06/15

pdf_url

https://insyma.org/proceedings/files/articles/Siti_Rahayu.pdf

abstract_html_url

https://insyma.org/proceedings/items/show/344

keywords

e-Service Quality, Customer Satisfaction, Behavioural Intention, Online Food Delivery

firstpage

193

lastpage

198

issn

3047-857X

conference

Proceedings of the International Symposium on Management (INSYMA)

Volume

22

publisher_name

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

Author #1

Sugeng Hariadi

Author #2

Siti Rahayu

no article

33

authors

Sugeng Hariadi, Siti Rahayu

Files

Siti_Rahayu.pdf

Citation

Sugeng Hariadi, Siti Rahayu, “Customer Loyalty in State-Owned Retail Banking: Evidence from Lamongan, Indonesia,” Proceedings of the International Symposium on Management (INSYMA), accessed July 1, 2025, https://insyma.org/proceedings/items/show/344.

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