Work

Empirical Study of Customer Satisfaction and Customer Loyalty: The role of Innovation Capability and Ethical Behavior

Year: 2021

Type: article

Abstract: Banking sector need to find the right strategy in providing Customer Satisfaction and increase Customer Loyalty. Based on previous empirical research, this study emphasizes the importance of Innovation Capability and Ethical Behavior as the antecedents of Customer Satisfaction. Data were collected from 200 customers of Bank in Pamekasan regency and analyzed using Structural Equation Model (SEM). The major findings include first, Innovation Capability has significant effect on Customer Satisfaction. Second, Ethical Behavior has significant effect on Customer Satisfaction. Third, Customer Satisfaction has significant effect on Customer Loyalty.

Source: Assyarikah Journal of Islamic Economic Business

DOI: 10.28944/assyarikah.v1i1.212

Authors: Nurul Hidayati, Zainurrafiqi Zainurrafiqi

Institution: Universitas Al-Amien Prenduan

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W3129716319

FWCI: 1.449

Cites:

Cited by: 14

Related to: 10