The Role of Satisfaction as Mediation Influence Relational Benefits against Bank Customer Commitment: Survey on Institutional Customers
Susanta Susanta, Hendro Widjanarko, Humam Santosa Utomo, Suratna Suratna
Humam Santosa Utomo
Available Online January 2019.
- https://doi.org/10.2991/agc-18.2019.71How to use a DOI?
- Relational benefits, Customer satisfaction, Customer commitment
- Customers assess bank services based on the benefits received and have implications for their attitudes and behaviors. This research aims to examine the influence of relational benefits on customer satisfaction and customer commitment, especially on institutional customers. The survey was conducted on 60 educational institutions in the Special Region of Yogyakarta, Indonesia, which partnered with government banks. Purposive sampling was employed to generate research sample and a closed questionnaire utilized as a data collection tool. The analysis tool used is WarpPLS. Study results indicate that relational benefits influence significantly on customer satisfaction, customer satisfaction influence significantly on customer commitment, but relational benefits did not have effect on customer commitment. This finding shows that customer satisfaction has an important role as a mediator in the long-term relationship between banks and customers. The practical implication of this research is to provide advice to bank managements to transfer the value needed by institutional customers
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Susanta Susanta AU - Hendro Widjanarko AU - Humam Santosa Utomo AU - Suratna Suratna PY - 2019/01 DA - 2019/01 TI - The Role of Satisfaction as Mediation Influence Relational Benefits against Bank Customer Commitment: Survey on Institutional Customers BT - Proceedings of the 1st Aceh Global Conference (AGC 2018) PB - Atlantis Press SP - 484 EP - 491 SN - 2352-5398 UR - https://doi.org/10.2991/agc-18.2019.71 DO - https://doi.org/10.2991/agc-18.2019.71 ID - Susanta2019/01 ER -