Business, Management and Accounting
4 years ago

Product and Service Quality Drive Customer Loyalty in State-Owned Banks

Hasanuddin Journal of Applied Business and Entrepreneurship
ANALYSIS OF THE INFLUENCE OF PRODUCT QUALITY AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AT STATE-OWNED BANKS OF SINJAI BRANCH
Annisa Nawawi, Andi Reni, Andi Bau Massepe

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The study looked at how the quality of products and services at State-Owned Banks in Sinjai Branch affects customer loyalty through customer satisfaction. They surveyed 100 customers and found that good product quality and service quality lead to higher customer satisfaction, which in turn increases customer loyalty. The results show that satisfied customers are more likely to stay loyal to the bank, especially when the products and services meet their expectations.