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All Journal Jurnal Inovasi Ekonomi International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS)
Jefry Wahyu Santoso
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Economics, Econometrics & Finance Social Sciences

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THE EFFECT OF SERVICE QUALITY, CUSTOMER SATISFACTION, AND PERCEIVED VALUE ON CUSTOMER LOYALTY WITH COMMUNICATION QUALITY AS A MODERATING VARIABLE (A CASE STUDY OF BANK JATIM KCP MALANG CUSTOMERS) Jefry Wahyu Santoso; Arief Noviarakhman Zagladi
International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Vol. 6 No. 2 (2026): April
Publisher : CV. Radja Publika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.19979710

Abstract

This study aims to analyze the influence of service quality, customer satisfaction, and perceived value on consumer loyalty, with communication quality as a moderating variable. A case study was conducted with customers of Bank Jatim KCP Malang to gain a deeper understanding of the factors driving loyalty in the context of regional banking. Data were collected through a survey method using questionnaires filled out by 100 respondents. Data analysis was carried out using quantitative methods with Partial Least Squares Structural Equation Modeling (PLS-SEM) to test the proposed hypotheses. The results show that service quality, customer satisfaction, and perceived value have a positive and significant effect on consumer loyalty. Additionally, communication quality has been proven to strengthen the relationship between these three independent variables and consumer loyalty. These findings support key theories such as SERVQUAL, the loyalty model, and Commitment-Trust Theory, enriching the related literature by confirming the role of communication quality in enhancing customer loyalty. This study emphasizes the importance for Bank Jatim and other regional banks to improve service quality, satisfaction, and perceived value, as well as to implement effective communication strategies to retain customer loyalty.
Enhancing Customer Loyalty in Regional Banks: The Moderating Role of Communication Quality Jefry Wahyu Santoso
Jurnal Inovasi Ekonomi Vol. 10 No. 02 (2025): October
Publisher : Center for Economics, Business and Entrepreneurship Development Faculty of Economics and Business, Universitas Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study examines the effects of service quality, customer satisfaction, and perceived value on customer loyalty, with communication quality as a moderating variable, in the context of Bank Jatim KCP Malang. A mixed-methods approach with a sequential explanatory design was employed to provide a comprehensive understanding of the relationships among variables. Quantitative data were collected through a survey of 100 respondents using structured questionnaires with Likert-scale measurements and analyzed using Hierarchical Linear Modeling (HLM) and Multi-Group Analysis (MGA). Qualitative data were obtained through in-depth interviews and focus group discussions to enrich the interpretation of the findings. The results indicate that service quality, customer satisfaction, and perceived value have positive and significant effects on customer loyalty. Furthermore, communication quality significantly moderates these relationships, strengthening the impact of the independent variables on customer loyalty. These findings suggest that in the context of regional banking, customer loyalty is not solely driven by core service attributes but is also reinforced by effective and relational communication strategies. Theoretically, this study extends customer loyalty models by incorporating communication quality as a moderating variable within the SERVQUAL framework and Commitment-Trust Theory. Practically, the findings highlight the importance for regional banks to develop adaptive and integrated communication strategies alongside continuous improvements in service quality to sustain customer loyalty in an increasingly competitive banking environment.
Enhancing Customer Loyalty in Regional Banks: The Moderating Role of Communication Quality Jefry Wahyu Santoso
Jurnal Inovasi Ekonomi Vol. 10 No. 02 (2025): October
Publisher : Center for Economics, Business and Entrepreneurship Development Faculty of Economics and Business, Universitas Muhammadiyah Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This study examines the effects of service quality, customer satisfaction, and perceived value on customer loyalty, with communication quality as a moderating variable, in the context of Bank Jatim KCP Malang. A mixed-methods approach with a sequential explanatory design was employed to provide a comprehensive understanding of the relationships among variables. Quantitative data were collected through a survey of 100 respondents using structured questionnaires with Likert-scale measurements and analyzed using Hierarchical Linear Modeling (HLM) and Multi-Group Analysis (MGA). Qualitative data were obtained through in-depth interviews and focus group discussions to enrich the interpretation of the findings. The results indicate that service quality, customer satisfaction, and perceived value have positive and significant effects on customer loyalty. Furthermore, communication quality significantly moderates these relationships, strengthening the impact of the independent variables on customer loyalty. These findings suggest that in the context of regional banking, customer loyalty is not solely driven by core service attributes but is also reinforced by effective and relational communication strategies. Theoretically, this study extends customer loyalty models by incorporating communication quality as a moderating variable within the SERVQUAL framework and Commitment-Trust Theory. Practically, the findings highlight the importance for regional banks to develop adaptive and integrated communication strategies alongside continuous improvements in service quality to sustain customer loyalty in an increasingly competitive banking environment.
Co-Authors Arief Noviarakhman Zagladi