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Effects of service quality and customer satisfaction on loyalty of bank customers

Achmad Sani Supriyanto; Bambang Budi Wiyono; Burhanuddin Burhanuddin

Cogent Business & Management · 2021 · Inggris · OpenAlex Scopus

Service quality and customer satisfaction are parts of factors that influence customer loyalty to bank services. Both are necessary to be fulfilled in order to gain customer loyalty, which in turn maintaining organization survival in the long term. This study aims to (1) examine how service quality…