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THE INFLUENCE OF BANK IMAGE ON LOYALTY MODERATED BY SATISFACTION

Budhi Haryanto, Santi Budiman

DOI: 10.22495/cocv12i4c5p6

Abstract

This study aimed to examine the effect of image, customer satisfaction, and the interaction between image and satisfaction to customer loyalty, convenience sample was taken of 250 bank customers in Surakarta, Central Java. Hierarchical multiple linear regression analysis was used to accommodate the relationship between observed variables. The results showed that bank’s customer loyalty can be explained by the moderating role of satisfaction in behavioral processes. In particular, the results show that the image of banks has a positive effect on loyalty, satisfaction negatively affects loyalty, and interaction of satisfaction and image also negatively affect customer loyalty. This study does not consistent with previous studies; however, it reveals the implications of the study related to the theoretical and practical aspects.

Keywords: Loyalty, Image Bank, Satisfaction

How to cite this paper: Haryanto, B., & Budiman, S. (2015). The influence of bank image on loyalty moderated by satisfaction. Corporate Ownership & Control, 12(4-5), 562-572. doi:10.22495/cocv12i4c5p6

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