IPTEK The Journal of Engineering
Vol. 6 No. 3 (2020)

Satisfaction and Loyalty of Banking Customers in Indonesia

Nur Azizah (Institut Teknologi Sepuluh Nopember)
Harry Puspito (Institut Teknologi Sepuluh Nopember)

Article Info

Publish Date
02 Sep 2025

Abstract

Improved customer satisfaction and loyalty are essential metrics in increasing a company's revenue and profit in the banking industry. This research aims to determine the effect of satisfaction on loyalty among bank customers in Indonesia. The study was conducted by face to face interview method (F2F) among 1910 bank customers in eight metropolis in Indonesia (2019). The sampling method used a random sampling followed by a booster sampling approach. The analysis was conducted using the Structural Equation Modeling (SEM) by WarpPLS approach. The results show that satisfaction positively and very significantly affects loyalty.

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Journal Info
IPTEK The Journal of Engineering
Website

Abbrev

joe

Publisher

Institut Teknologi Sepuluh Nopember Surabaya

Subject

Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Electrical & Electronics Engineering Engineering Mechanical Engineering

Description

IPTEK The Journal of Engineering (E-ISSN: 2337-8557) is an academic journal on the issued related to engineering and technology. IPTEK The Journal of Engineering published first time in August 2014. From 2014-2018 (Volume 1-4) IPTEK The Journal of Engineering publish three issues (numbers) annually ...