Journal of Finance and Banking Review How to Build Satisfaction and Customer Loyalty with a Focus On Complaints Handling (Review of the Scientific Literature (original) (raw)
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This study aims to explain and investigate the effect of complaint handling on complaints handling satisfaction, consequently impacting customer loyalty. This study uses 110 respondents at Conventional Commercial Banks and Indonesian Shariah banking in the DKI Jakarta – Indonesia. Path analysis modeling and mediation test using PROCESS Macro and SAS 3 with SPSS 26. The research findings explain that complaints handled correctly and adequately can increase complaint handling satisfaction. Handling customer complaints can increase customer loyalty. Complaint handling satisfaction can also increase customer loyalty. Complaint handling satisfaction acts as a mediator between the relationship of complaint handling and customer loyalty. In terms of its positive effects, customer complaints are inputs and strategic assets that provide essential knowledge for the bank to improve its performance. For this reason, the bank can manage relationship management with customers to better respond to...
Nofal Supriaddin, Postgraduate of Halu Oleo University 2015. The effect of complaint handling towards customers’ satisfaction, trust and loyalty to Bank Rakyat Indonesia (BRI) in Southeast Sulawesi. Promotor. Prof. Dr. AlidaPalilati, Co-Promotor 1, Dr. Patwayati, Co-Promotor 2 Dr. Hayat Jusuf. The purposes of this research are to examine and prove empirically: (1) The effect of complaint handling towards customers satisfaction of Bank BRI in Souteast Sulawesi. (2) The effect of complaint handling towards customers trust of Bank BRI in Souteast Sulawesi. (3) The effect of complaint handling towards customers loyalty of Bank BRI in Souteast Sulawesi. (4) The effect of customers satisfaction towards customers loyalty of Bank BRI in Souteast Sulawesi. (5)The effect of customers satisfaction towards customers trust of Bank BRI in Souteast Sulawesi. (6) The effect of customers trust towards customers loyaltyof Bank BRI in Souteast Sulawesi. Population of this research was all customers of Bank BRI customers in Souteast Sulawesi who ever delivered complaints with more than two years saving account, in addition the customers were adult in age chategory (more than 17 years old). The sample of this research werei 168respondents, those sample were taken by purposive sampling. Data analysis used path analysis. Findings in this research show : (1) The better of customers’ complaint handling will increase customers satisfaction of Bank BRI in Southeast Sulawesi. (2) The better of customers’ complaint handling will increase customers trust of Bank BRI in Southeast Sulawesi. (3) The better customers’ complaint handling will increase customers loyalty of Bank BRI in Southeast Sulawesi. (4) The higher customers satisfaction makes customers loyalty of Bank BRI in Southeast Sulawesi higher. (5)the higher customers satisfaction makes customers trust of Bank BRI in Southeast Sulawesi higher. (6) The higher customers trust makes customers loyalty of Bank BRI in Southeast Sulawesi better. KEYWORDS : Customers satisfaction, customers trust, commitment of customers, customers loyalty, and marketing relation. ----------------------------------------------------------------------------------------------------------------------------- ----------
2017
This study aims to analyze the effect of service quality toward satisfaction and customer loyalty for PT. BNI (Persero) Tbk, Aceh Province. The article also analyses customer satisfaction as a mediator variable between service quality and customer loyalty. The sampling technique in the study was based on cluster and convenience sampling with corresponding criteria; each respondent has a bank account and saving for at least one year. The primary data were collected from respondents using the structured questionnaires. A total of 220 questionnaires were distributed in five branch offices of PT. BNI (Persero) Tbk operating in Aceh Province, namely the branchs of Lhokseumawe, Bireuen, Langsa, Sigli and Meulaboh. The results showed that service quality has a significant and positive effect toward satisfaction and customer loyalty for PT. BNI (Persero) Tbk Aceh Province. Meanwhile, the variable of customer satisfaction can mediate the effect of service quality toward customer loyalty. How...
This research was aimed to examine and prove empirically: (1) The effect of complaint handling satisfaction’s towards customers commitment and loyalty of Bank BRI in Southeast Sulawesi. (3) The effect of commitment towards customers lotalty of Bank BRI in Southeast Sulawesi. (4) The effect of complaint handling satisfaction’s towards loyalty through customers commitment of Bank BRI in Southeast Sulawesi. Population of this reseacrh was all customers of Bank BRI in Southeast Sulawesi that have ever delivered complaints and who have obtained the saving account for more than two years with above 17 years old customers. The sample of this research was 130 respondents, the sample was decided by purposive sampling. Data analysis of the research through path analysis. The findings show: (1) the higher customers complaint handling satisfaction’s will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (2) the higher customers complaint handling satisfaction’s will increase the customers commitment of Bank BRI in Southeast Sulawesi. (3) the higher customers commitment will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (4) the higher complaint handling satisfaction’s thus loyalty will increasecustomers loyalty of Bank BRI In Southeast Sulawesi. Keywords : Complaint Handling Satisfaction, Customers Commitment, Customers Loyalt -------------------------------------------------------------------------------------------------------------------------------- This research was aimed to examine and prove empirically: (1) The effect of complaint handling satisfaction’s towards customers commitment and loyalty of Bank BRI in Southeast Sulawesi. (3) The effect of commitment towards customers lotalty of Bank BRI in Southeast Sulawesi. (4) The effect of complaint handling satisfaction’s towards loyalty through customers commitment of Bank BRI in Southeast Sulawesi. Population of this reseacrh was all customers of Bank BRI in Southeast Sulawesi that have ever delivered complaints and who have obtained the saving account for more than two years with above 17 years old customers. The sample of this research was 130 respondents, the sample was decided by purposive sampling. Data analysis of the research through path analysis. The findings show: (1) the higher customers complaint handling satisfaction’s will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (2) the higher customers complaint handling satisfaction’s will increase the customers commitment of Bank BRI in Southeast Sulawesi. (3) the higher customers commitment will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (4) the higher complaint handling satisfaction’s thus loyalty will increasecustomers loyalty of Bank BRI In Southeast Sulawesi. Keywords : Complaint Handling Satisfaction, Customers Commitment, Customers Loyalt -------------------------------------------------------------------------------------------------------------------------------- This research was aimed to examine and prove empirically: (1) The effect of complaint handling satisfaction’s towards customers commitment and loyalty of Bank BRI in Southeast Sulawesi. (3) The effect of commitment towards customers lotalty of Bank BRI in Southeast Sulawesi. (4) The effect of complaint handling satisfaction’s towards loyalty through customers commitment of Bank BRI in Southeast Sulawesi. Population of this reseacrh was all customers of Bank BRI in Southeast Sulawesi that have ever delivered complaints and who have obtained the saving account for more than two years with above 17 years old customers. The sample of this research was 130 respondents, the sample was decided by purposive sampling. Data analysis of the research through path analysis. The findings show: (1) the higher customers complaint handling satisfaction’s will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (2) the higher customers complaint handling satisfaction’s will increase the customers commitment of Bank BRI in Southeast Sulawesi. (3) the higher customers commitment will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (4) the higher complaint handling satisfaction’s thus loyalty will increasecustomers loyalty of Bank BRI In Southeast Sulawesi. Keywords : Complaint Handling Satisfaction, Customers Commitment, Customers Loyalty --------------------------------------------------------------------------------------------------------------------------------
The International Journal Of Engineering And Science (IJES), 2015
The purposes of this research are to examine and prove empirically: (1) The effect of complaint handling towards customers satisfaction of Bank BRI in Souteast Sulawesi. (2) The effect of complaint handling towards customers trust of Bank BRI in Souteast Sulawesi. (3) The effect of complaint handling towards customers loyalty of Bank BRI in Souteast Sulawesi. (4) The effect of customers satisfaction towards customers loyalty of Bank BRI in Souteast Sulawesi. (5)The effect of customers satisfaction towards customers trust of Bank BRI in Souteast Sulawesi. (6) The effect of customers trust towards customers loyaltyof Bank BRI in Souteast Sulawesi. Population of this research was all customers of Bank BRI customers in Souteast Sulawesi who ever delivered complaints with more than two years saving account, in addition the customers were adult in age chategory (more than 17 years old). The sample of this research werei 168respondents, those sample were taken by purposive sampling. Data analysis used path analysis. Findings in this research show : (1) The better of customers' complaint handling will increase customers satisfaction of Bank BRI in Southeast Sulawesi. (2) The better of customers' complaint handling will increase customers trust of Bank BRI in Southeast Sulawesi. (3) The better customers' complaint handling will increase customers loyalty of Bank BRI in Southeast Sulawesi. (4) The higher customers satisfaction makes customers loyalty of Bank BRI in Southeast Sulawesi higher. (5)the higher customers satisfaction makes customers trust of Bank BRI in Southeast Sulawesi higher. (6) The higher customers trust makes customers loyalty of Bank BRI in Southeast Sulawesi better.
The International Journal of Engineering and Science ( The International Journal of Engineering and Science ( The International Journal of Engineering and Science (, 2017
This research was aimed to examine and prove empirically: (1) The effect of complaint handling satisfaction’s towards customers commitment and loyalty of Bank BRI in Southeast Sulawesi. (3) The effect of commitment towards customers lotalty of Bank BRI in Southeast Sulawesi. (4) The effect of complaint handling satisfaction’s towards loyalty through customers commitment of Bank BRI in Southeast Sulawesi. Population of this reseacrh was all customers of Bank BRI in Southeast Sulawesi that have ever delivered complaints and who have obtained the saving account for more than two years with above 17 years old customers. The sample of this research was 130 respondents, the sample was decided by purposive sampling. Data analysis of the research through path analysis. The findings show: (1) the higher customers complaint handling satisfaction’s will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (2) the higher customers complaint handling satisfaction’s will increase the customers commitment of Bank BRI in Southeast Sulawesi. (3) the higher customers commitment will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (4) the higher complaint handling satisfaction’s thus loyalty will increasecustomers loyalty of Bank BRI In Southeast Sulawesi. Keywords : Complaint Handling Satisfaction, Customers Commitment, Customers Loyalty This research was aimed to examine and prove empirically: (1) The effect of complaint handling satisfaction’s towards customers commitment and loyalty of Bank BRI in Southeast Sulawesi. (3) The effect of commitment towards customers lotalty of Bank BRI in Southeast Sulawesi. (4) The effect of complaint handling satisfaction’s towards loyalty through customers commitment of Bank BRI in Southeast Sulawesi. Population of this reseacrh was all customers of Bank BRI in Southeast Sulawesi that have ever delivered complaints and who have obtained the saving account for more than two years with above 17 years old customers. The sample of this research was 130 respondents, the sample was decided by purposive sampling. Data analysis of the research through path analysis. The findings show: (1) the higher customers complaint handling satisfaction’s will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (2) the higher customers complaint handling satisfaction’s will increase the customers commitment of Bank BRI in Southeast Sulawesi. (3) the higher customers commitment will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (4) the higher complaint handling satisfaction’s thus loyalty will increasecustomers loyalty of Bank BRI In Southeast Sulawesi. Keywords : Complaint Handling Satisfaction, Customers Commitment, Customers Loyalt This research was aimed to examine and prove empirically: (1) The effect of complaint handling satisfaction’s towards customers commitment and loyalty of Bank BRI in Southeast Sulawesi. (3) The effect of commitment towards customers lotalty of Bank BRI in Southeast Sulawesi. (4) The effect of complaint handling satisfaction’s towards loyalty through customers commitment of Bank BRI in Southeast Sulawesi. Population of this reseacrh was all customers of Bank BRI in Southeast Sulawesi that have ever delivered complaints and who have obtained the saving account for more than two years with above 17 years old customers. The sample of this research was 130 respondents, the sample was decided by purposive sampling. Data analysis of the research through path analysis. The findings show: (1) the higher customers complaint handling satisfaction’s will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (2) the higher customers complaint handling satisfaction’s will increase the customers commitment of Bank BRI in Southeast Sulawesi. (3) the higher customers commitment will increase the customers loyalty of Bank BRI in Southeast Sulawesi. (4) the higher complaint handling satisfaction’s thus loyalty will increasecustomers loyalty of Bank BRI In Southeast Sulawesi. Keywords : Complaint Handling Satisfaction, Customers Commitment, Customers Loyalty
IJSES, 2022
The purpose of this study was to determine how the influence of service quality (X1), complaint handling (X2), and trust (X3) on customer loyalty (Y) with customer satisfaction (Z) as an intervening variable at PT. Bank Mayapada Internasional, Tbk Kapas Krampung Surabaya Branch. The population used is the customers of Bank Mayapada Kapas Krampung Surabaya Branch who have at least two products in 2015-2020 with a sample of 210 customers. This research uses SEM-PLS with smart PLS software. Of the 7 hypotheses, all of them have a significant effect, they are accepted. The significant hypothesis is accepted, namely service quality on customer satisfaction, service quality on customer loyalty, handling complaints on customer satisfaction, handling complaints on customer loyalty, trust in customer satisfaction, trust in customer loyalty, and customer satisfaction on customer loyalty.
The aim of this research was to find out the quality of service factors which includes physical evidence (tangibles), reliability, responsiveness, assurance and attention (empathy). The customer satisfaction which includes cognitive component (cognitive), affective component (affective) and conative component (conative); and the influence of service quality (as variable x) on customer satisfaction (as variable y) at Bank XYZ Gajah Mada Branch Office in West Jakarta. The research method that have been used in this research was an associative qualitative method while the quantitative data processing techniques Exerted a statistical analysis. The population and sample of this research recently were 400 customers of Bank XYZ at the West Jakarta Gajah Mada Branch Office and the filtered sample used the Slovin formula (10%)and get result of 80 respondents. The results showed that there was a significant influence between service quality on customer satisfaction at XYZ Bank Gajah Mada Branch Office in West Jakarta.
Management Science Letters
West Java is one of the largest Muslim provinces in Indonesia. Unfortunately, the growth of Islamic banking is low compared with other provinces with the growth of 4.9 percent. This may be influenced by the poor services of the quality in Islamic Banking which has caused dissatisfaction with Islamic banking customers. The purpose of this article is to analyze the effect of service quality on customer satisfaction in Islamic banking. The research method employs a quantitative approach and emphasizes on the type of explanatory research while the data analysis technique employs Multiple Linear Regression analysis. The result shows that the Service Quality variables proxies with tangible, reliability, responsiveness, assurance, and empathy simultaneously influence the level of customer satisfaction in Islamic Banking. This is indicated by F count > F table which is 56.794 > 2.274 or Sig. F (0.00) <α = 0.05. Partially influential factors are tangible, reliability, assurance, and empathy variables while the reliability variable has no effect and tangible maintains the most dominant influence on customer satisfaction. Based on the results of multiple linear analyses the effect of service quality on customers satisfaction of Islamic banking in West Java is 70.1% while the remaining 29.9% is influenced by other variables which are not examined in this study.
Journal of Finance and Banking Review , 2017
Objective – This study examines the factors affecting the quality of Islamic banking services in Indonesia, and its impact on customer satisfaction. Methodology/Technique – Questionnaires were distributed to 300 people, with 286 respondents having completed and returned the questionnaires. A descriptive analysis was conducted to ascertain the elements of Islamic banking services. Further, multiple regression analysis was used to analyze the influence of the quality of Islamic banking services on customer satisfaction. The results show that all elements of banking services are not in accordance with the expectations of the respondents as customers, particularly with respect to Automatic Teller Machine ('ATM') services. Findings – The results show that, with respect to all elements examined, the value of expectations was higher than the service received by customers. In addition, not all of the study hypotheses were accepted. The expectations of banking services were not influenced by Word of Mouth ('WOM'), personal characteristics or experience. Further, the source of information obtained, the age or income of the respondents, and their education and experience, did not have an affect on the expectations of Islamic banking services. Novelty – A high quality of Islamic banking services significantly affects customer satisfaction. In an effort to improve services in that industry, Islamic banking in Indonesia would benefit from placing more attention on all elements of the services provided to customers, particularly ATM services. Further, based on the findings of this study, the elements of customer service should be addressed regardless of the characteristics of the customers, such as age, income, education or experience.