Revisiting customers perception of service quality at Bank Lilik Indayani1, Dewi Andriani2, Sumartik3
Universitas Muhammadiyah Sidoarjo
Abstract
This research is a part of banking marketing which aims to determine consumer perceptions of making return visits as a form of marketing strategy of increasing consumer behavioral intentions through improving the quality of banking services. The population in this study is banking customers in Sidoarjo. The data analysis technique used PLS Wrap 3.0 and used a questionnaire containing a list of questions. The results of the study state that consumer behavioral intentions can be increased through customer satisfaction and customer satisfaction depends on service quality, quality of savings and credit products and prices, which in turn leads to increased consumer behavioral intentions to make return visits to the bank. This study focuses more on managers and human resources in improving customer satisfaction and service quality in the strategy of attracting consumer to revisiting at the bank.
Keywords: Customer satisfaction, Consumer service marketing, Consumer behavioral intentions, Bank
