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All Journal Finesta SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Jurnal Manajemen Pemasaran ABDIMAS SILIWANGI MANAJEMEN DEWANTARA Economic Education and Entrepreneurship Journal Jurnal Abdimas Mandiri INTEGRITAS : Jurnal Pengabdian Mattawang: Jurnal Pengabdian Masyarakat Jurnal Dharma Bhakti Ekuitas Daengku: Journal of Humanities and Social Sciences Innovation Journal of Accounting and Digital Finance Penamas: Journal of Community Service Journal of Accounting and Finance Management (JAFM) Jurnal Pengabdian Masyarakat Bangsa International Journal of Financial and Investment Studies Technology, Business and Entrepreneurship
Nanik Linawati
Fakultas Ekonomi, Universitas Kristen Petra
Agriculture, Biological Sciences & Forestry Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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Journal : Daengku: Journal of Humanities and Social Sciences Innovation

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Analysis of the Impact of Merger and Acquisition on Customer Satisfaction and Loyalty of Banking Companies in Indonesia Alexander, Gloria; Tetimau, Felicia Edlyn; Mahendra, Adrian; Linawati, Nanik
Daengku: Journal of Humanities and Social Sciences Innovation Vol. 5 No. 2 (2025)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.daengku3799

Abstract

This study observes the influence of mergers and acquisitions (M&A) towards customer satisfaction and loyalty of banking companies in Indonesia. It investigates how M&A activities affect consumer perceptions, service quality, and brand trust. Using survey data from news articles & customers of companies that have undergone M&A between 2018 and 2023, this study uses a quantitative approach with statistical analysis, including regression models and correlation analysis, to assess shifts in customer sentiment. The results acknowledge that while M&A can create operational efficiencies and expand service offerings, they sometimes lead to short-term decrease in customer satisfaction due to service disturbance and brand identity changes. Customers possibly encounter uncertainty about the product quality, pricing readjustments, and consistency of the service, affecting their general satisfaction. Nevertheless, companies with effective post-M&A combination, containing transparent communication, service consistency, and customer engagement, may maintain customer loyalty. Furthermore, brand reputation and trustworthiness play a big role in building post-M&A consumer behavior. Customers tend to remain loyal when they recognize stability and upgraded benefits after the merger. Though M&A develop opportunities for business growth, they also pose a threat to customer relationships if not executed correctly. Understanding these interactions is essential for companies to direct consumer doubts, enhance customer loyalty strategies, and maximize the long-term advantages of M&A.
Changes in Bank Service Quality After Merger: A Case Study on Banks in Indonesia Alexander, Gloria; Tetimau, Felicia Edlyn; Mahendra, Adrian; Linawati, Nanik
Daengku: Journal of Humanities and Social Sciences Innovation Vol. 5 No. 2 (2025)
Publisher : PT Mattawang Mediatama Solution

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35877/454RI.daengku3882

Abstract

Bank mergers are a strategic initiative aimed at enhancing financial stability, expanding market share, and improving service efficiency. This study examines the impact of bank mergers on service quality in Indonesia, with a particular focus on customer satisfaction, operational efficiency, and brand trust across three different generations (gen X, millennials, & gen Z). Using qualitative methods, this research analyzes survey data derived from news articles and customer feedback from banks that underwent mergers between 2018 and 2023. The findings indicate that bank mergers often result in improved digital services, broader service offerings, and greater operational efficiency. However, they may also lead to short-term challenges, including service disruptions, policy changes, and shifts in brand identity. These disruptions can create uncertainty around product offerings, pricing, and service consistency, potentially affecting overall customer satisfaction. Nevertheless, banks that effectively manage post-merger integration—through transparent communication, consistent service delivery, and proactive customer engagement—are better positioned to retain customer loyalty. Moreover, brand reputation and perceived stability play a crucial role in shaping customer trust and retention following a merger. While mergers offer significant opportunities for growth and innovation, they also pose risks to customer relationships if not carefully managed. Therefore, understanding these dynamics is essential for banks seeking to address customer concerns, strengthen retention strategies, and realize the long-term benefits of mergers.
Co-Authors Adeline Yusuf, Keona Adisty Malliani Kusnadi Agnes Natalia Airell, Vernando Alexander, Gloria Andela, Valencia Anthony Wijaya Bavani, Melinda Bryan Setiawan, Adrianus Chandra, Tirzah Febiola Christian Chandra Chyntia Kartika Sanjaya Cindy Marcha Pongtuluran Citrawati, Irene Cynthia, Angelina de Fretes, Michael Genesis Bimasatrya Edbert Sudarsono, Jethson Elvira Unola Eveline, Jessica Evelyn Okky Santoso, Evelyn Okky Ezar, Grecia Jeslyn Felicia Claresta Harli Florencia Gabriel Ganlin, Fesya Devina Putri Gesti Memarista Gosal, Joe Valentino Hadiputra, Vincentinus Felix Halim Santoso Halim, Kevin Halim, Richard Harijanto, Jessica Lorita Irawan, Fristy Ester irene angelina Ivan Kurniawan, Abraham Jesseline Violeta Jocelyn, Angelique Jovita, Ansella Junior, Jonathan Hartono Juwono, Angela Kenneth, Davin Kezia, Vanessa Kristanto, Kenny Brian Kurniawan, Abraham Ivan Lauwono, Lazaro Batigol Leksono, Alexander Nissan Limantara, Bryan Janson Limapriadi, Angelica Renata Luciana, Ellena Arinda Mahendra, Adrian Malonda, David Bryant Marselina Gunawan Mathew Hadap, Billy Melinda, Graceline Melissa Lesmana Michelle Feodora Gunawan, Michelle Feodora Mintarja, Natasya Morgan Gemiartha, Celine Philip Haryono Polandauw, Clarissa Amanda Pradigdo, Randy Aprilino Pwee Leng Reynard, Dave Rifka Yulanda Umar, Rifka Yulanda Rizaldy Tallo, Rizaldy Salviana, Fintacia Zelda Saputra, Louis Nichollas Sautma Ronni Selanova, Theressia Setiadiwiria, Mahersya Christiani Setyono, Yemima Caroline Soetandio, Elena Erensia Steven Steven Sugianto, Everson Surasman, Imelda Kartika Susanto, Jeffrey Belmiro Suseno, Sanvelia Angelica Sutjiono, Gabriella Lavenia Talahatu, William Tan, Felice Carmelite Aprilie Tetimau, Felicia Edlyn Timothy Tandarto, Sefen Tirtamurti, Lim Madeleine Tjahjono, Yosephine Mevia Velicia Gela, Kathryn Viena Elvani Vincentius Andrew Wibisono, Audi Widjaja, Audrey Cerelia Widjanarko, Kevin Wijaya, Feysya Sandrina Wijaya, Joshua Wiranata, Destya Wong, Sharon Yongky, Jonathan Elia Yosia, Clarence Yulius Cornelis, Yulius