Keni, Keni and Haron, Hasnah and Ramli, Ishak (2013) An Examination of Customer Loyalty in Indonesian Banking Industry: Application of the Investment Model. Karya Ilmiah Dosen.
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Abstract
The purpose of this paper is to provide a conceptual framework for the study of the relationship between service satisfaction, quality of alternative, investment size and customer loyalty in Indonesian banking industry. Previous studies have looked at factors influencing customer loyalty, but only a few of these studies applied an investment model to predict customer loyalty. The present study intends to fill this gap in the literature by applying the investment model that is originally developed in the psychology literature. The advantage of this model is that this model does not only examine the customer’s internal but also investigate customer’s external motives for loyalty. In this conceptual paper, a framework is presented on how to study the relationship between investment model and customer loyalty in banking industry in Indonesia. This framework can be used by researchers and practitioners to study and model empirical research into this area in the future.
| Item Type: | Article |
|---|---|
| Subjects: | Penelitian > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Akuntansi Fakultas Ekonomi > Manajemen |
| Depositing User: | Puskom untar untar |
| Date Deposited: | 05 Apr 2017 02:57 |
| Last Modified: | 05 Apr 2017 02:57 |
| URI: | http://repository.untar.ac.id/id/eprint/326 |
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