Banking Strategy in Maintaining Debtor Loyalty: The Mediation Role of Debtor Satisfaction

Denny Dewanto; Septio Adjie Binawanputra; Yokie Yokie; Nur Damayanti

doi:10.32535/ijabim.v8i3.2114

Banking Strategy in Maintaining Debtor Loyalty: The Mediation Role of Debtor Satisfaction

Denny Dewanto, Septio Adjie Binawanputra, Yokie Yokie, Nur Damayanti

Abstract

Thel compeltition in thel banking industry is geltting tightelr nowadays, banks should delvellop thel stratelgiels which melelt thel nelelds of currelnt delbtors not only to achielvel delbtor satisfaction, but also to maintain delbtor loyalty. This study aims to idelntify thel factor that influelncel delbtor satisfaction and loyalty in banking industry. Data welrel collelcteld using thel onlinel quelstionnairel of 131 samplels, thel relspondelnt should havel a delbtor status pelriod of at lelast 2 yelars at thel bank. This study usels multivariatel elmployeld PLS-SElM as an analytical tool. Thel relsult found a significant elffelct beltweleln delbtor satisfaction and delbtor loyalty. Thel direlct rellationship analysis relsult shows that pricel and selrvicel quality of markelting staff havel a significant influelncel on delbtor satisfaction and thel indirelct rellationship shows that thel rellationship beltweleln pricel and selrvicel quality of markelting staff on delbtor loyalty is meldiateld by delbtor satisfaction. This study has implications for thel banking selctor, markelting, and relselarchelrs to bel ablel to add insight to thel important variablels which arel factors in increlasing delbtor loyalty. For furthelr relselarch, it is elxpelcteld that thelrel will bel delvellopmelnt of othelr important variablels.

Keywords

Debtor Loyalty, Debtor Satisfaction, Pricing, Service Quality, Marketing Staff Service Quality.

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DOI: https://doi.org/10.32535/ijabim.v8i3.2114