The Influence of Service Quality and Facilities on Customer Loyalty with Customer Satisfaction as an Intervening Variable at BPR Banks in West Java

DOI

10.2991/978-94-6463-608-6_32How to use a DOI?

Keywords

Service Quality; Servicescape; Customer Satisfaction; Customer Loyalty

Abstract

The intense competition in Indonesia’s banking sector, including the Bank Perekonomian Rakyat (BPR) industry, requires businesses to enhance customer loyalty. Factors such as service quality and facilities (servicescape) play a significant role in this effort. This study aims to investigate the effects of brand image, service quality, and facilities on both customer satisfaction and loyalty at BPR Karyajatnika Sadaya (BPR KS). The research adopts a quantitative approach, using multiple linear regression for data analysis.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Hilmi Muhammad Harits Machsar
AU  - Sunardi Sembiring Brahmana
PY  - 2024
DA  - 2024/12/27
TI  - The Influence of Service Quality and Facilities on Customer Loyalty with Customer Satisfaction as an Intervening Variable at BPR Banks in West Java
BT  - Proceedings of the 1st Widyatama International Conference on Management, Social Science and Humanities (ICMSSH 2024)
PB  - Atlantis Press
SP  - 272
EP  - 278
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-94-6463-608-6_32
DO  - 10.2991/978-94-6463-608-6_32
ID  - Machsar2024
ER  -