The influence of perceived service quality, attitudinal loyalty and corporate social responsibility on repeat patronage intention in retail banking in Indonesia
Article Metrics Report
Views, downloads, citations, engagementCited by
Current citation countResearch summary
The objective of this research is to identify the role of Perceived Service Quality, Attitudinal Loyalty and Corporate Social Responsibility in influencing Repeat Patronage Intention in retail banking in two big cities in Indonesia - Jakarta and Surabaya. In addition, this paper also examines whether there are differences among the four variables above in demographic factors. Convenience sampling was used to conduct the survey. There were 150 respondents who took the survey in Jakarta and Surabaya, Indonesia. A 4 point Likert Scale was adopted and data analysis was performed using Regression analysis, ANOVA and an Independent T- test. There was a positive relationship between Attitudinal Loyalty towards Repeat Patronage Intention. However, Perceived Service Quality and Corporate Social Responsibility were not positively related with Repeat Patronage Intention. Furthermore, there was a different outcome in age group on Perceived Service Quality and Corporate Social Responsibility and a significance difference in perception of Corporate Social Responsibility within the education level group. The banking industry should have a strategic plan which includes the role of Corporate Social Responsibility and sincerely implement the plan as Corporate Social Responsibility is one of the variable that can enhance the Perceived Service Quality, Attitudinal Loyalty and Repeat Patronage Intention. Further study could expand to other service industries such as the hotel and tourism and c
Article History
How to Cite
Darmayanti, D. & Cahyono, H.. (2014). The influence of perceived service quality, attitudinal loyalty and corporate social responsibility on repeat patronage intention in retail banking in Indonesia. Journal of Business and Retail Management Research, Volume 08 Issue 2.
Citation Context
APA
Darmayanti, D. & Cahyono, H.. (2014). The influence of perceived service quality, attitudinal loyalty and corporate social responsibility on repeat patronage intention in retail banking in Indonesia. Journal of Business and Retail Management Research, Volume 08 Issue 2.
MLA
Darmayanti, Dahlia, and Hanwin Cahyono. "The influence of perceived service quality, attitudinal loyalty and corporate social responsibility on repeat patronage intention in retail banking in Indonesia." Journal of Business and Retail Management Research, Volume 08 Issue 2, 2014.
Chicago
Dahlia Darmayanti and Hanwin Cahyono. "The influence of perceived service quality, attitudinal loyalty and corporate social responsibility on repeat patronage intention in retail banking in Indonesia." Journal of Business and Retail Management Research Volume 08 Issue 2 (02 Jun 2014).
Harvard
Darmayanti, D. & Cahyono, H. (2014) The influence of perceived service quality, attitudinal loyalty and corporate social responsibility on repeat patronage intention in retail banking in Indonesia. Journal of Business and Retail Management Research, Volume 08 Issue 2
References
- Asian News Network, 2013, “Keeping up with Indonesia’s fickle consumers”, retrieved in March
- 10, 2013 from: http://www.asianewsnet.net/news- 35559.html
- Bank Indonesia, 2013, “Laporan Pengawasan Perbankan (LPP) 2011”, retrieved in March 13, 2013
- from: http://www.bi.go.id/NR/rdonlyres/1AD2B012-5F0F- 4F51-8FD2-
- CB1D763C80CA/26126/LPP2011_Final.pdf
- BAPEPAMLK, 2012, “Undang-Undang Republik Indonesia nomor 40 tahun 2007 tentang
- perseroan terbatas”, Retrieved in March 9, 2013 from:
- http://aria.bapepam.go.id/reksadana/files/regulasi/UU%2040%202007%20Perseroan%20Terbat
- as.pdf
- Berens, G., Van Riel, C.B.M. and Van Bruggen, G.H. (2005), “Corporate association and consumer
- product responses: the moderating role of corporate brand dominance”, Journal of
- Marketing, Vol. 69. July, pp. 35-48.
- Caroll, A.B. (1991), “The pyramid of corporate social responsibility: toward the moral management
- of organizational stakeholders”, Business Horizons, July August, pp. 39-48.
- Chaudhuri, A. and Holbrook, M.B. (2001), “The chain of effect from brand trust and brand affect to
- Journal of Business and Retail Management Research (JBRMR) Vol. 8 Issue 2 April 2014
- www.jbrmr.com A Journal of the Academy of Business and Retail Management (ABRM) 23
- brand performance: the role of brand loyalty”, Journal of Marketing, Vol 65, April, pp. 81-93.
- Chiou, J.S. and Droge, C. (2006), “Service quality, trust, specific asset investment, and expertise:
- direct and indirect effects in a satisfaction-loyalty framework”, Journal of the Academy of
- Marketing Science, Vol. 34 No. 4, pp. 613-627.
- Dick, A. and Basu, K. (1994), “Customer loyalty: toward an integrated conceptual, framework”,
- Journal of Academy of Marketing Science, Vol. 22 No. 2, pp 99-113.
- Freeman, R.E., & Evan, W.M. (1990), “Corporate Governance: A stakeholder interpretation”,
- Journal of Behavioral Economics, Vol. 19, pp. 337-359.
- InfoBankNews, 2013, “10 bank peraih best bank service excellence 2012”, retrieved
- March 29, from: http://www.infobanknews.com/2012/05/ini-dia-10-bank- peraih-best-bankservice-excellence-2012/
- InfoBankNews, 2013, “10 bank yang memiliki nasabah paling loyal tahun 2011”,
- retrieved March 23, from: http://www.infobanknews.com/2011/01/10-bank-yang-memilikinasabah-tabungan-paling-loyal/
- Jain, A. K., C. Pinson, and N. K. Malhotra (1987), "Customer loyalty as a construct
- in the marketing of banking services," International Journal of Bank Marketing, 5 (3), 49-72.
- Lewis, B.R. and Soureli, M. (2006), “The antecedents of consumer loyalty in retail
- banking”, Journal of consumer Behavior, Vol. 5, pp. 15-31.
- Lovelock, C.H., Wirtz, J. and Chew, P. (2009), “Essentials of Services Marketing”,
- Prentice Hall, Pearson Education South Asia Pte. Ltd., Singapore.
- Malholtra, N.K. (2012). Basic Marketing Research: Integration of Social Media (4th ed). Upper Saddle
- River, NJ: Pearson education Inc.
- Mandhacitara, R. and Poolthong, Y. (2009), “A model of customer loyalty and corporate social
- responsibility”, Journal of Service Marketing, Vol. 25 No. 2, pp. 122-133.
- Mohr, L.A., Wenn, D.J. and Harris, K.E. (2001), “Do consumers expect companies to be socially
- responsible? The impact of corporate social responsibility on buying behavior”. The Journal
- of Consumer Affairs, Vol. 35 No 1, pp. 45-72.
- Moeller, S. (2010). “Characteristics of services: a new approach uncover their value”, Journal of
- Services Marketing, Vol. 24. No. 5, pp. 359-368.
- Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) “A conceptual model of service quality and
- its implications for future research”. Journal of Marketing 49 (4): pp. 41-50.
- Reichheld, F. and Detrick, C. (2003), “Loyalty: a prescription for cutting costs”, Marketing
- Management, September / October, pp. 24-25.
- Sekaran, U.J., and Bougie, R. (2009). Research Method for Business: A Skill-Building Approach (5th
- ed). West Sussex: John Wiley & Sons Ltd.
- Thomson, P., & Cowton, C.J. (2004). Bringin the environment into bank lending: implications for
- environmental reporting. The British Accounting Review, Vol. 36, pp. 197-218.
- Traylor, M. B. (1981), "Product involvement and brand commitment," Journal of Advertising
- Research, 21 (6), 51-56.