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
no article
33
Files
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 October 31, 2025, https://insyma.org/proceedings/items/show/344.