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DOI 10.35609/jfbr.2017.2.2(5)

Reference to this paper should be made as follows: Salim, A; Setiawan, M; Rofiaty; Rohman, F. (2017). How to Build Satisfaction and Customer Loyalty with a Focus On Complaints Handling (Review of the Scientific Literature), J. Fin. Bank. Review, 2 (2): 28 – 33. https://doi.org/10.35609/jfbr.2017.2.2(5)

Received: January 20, 2017 | Accepted: March 19, 2017

How to Build Satisfaction and Customer Loyalty with a Focus On Complaints Handling (Review of the Scientific Literature)
Agus Salim, Margono Setiawan, Rofiaty, Fatchur Rohman
Faculty of Economics and Business, Brawijaya University, Indonesia Abstract

Objective - The purpose of this study is to examine and explain the effect of bank service quality and the handling of customer complaints on customer loyalty in public sector banks in Jakarta. This bank has been the subject of several complaints to the Indonesian Consumers Foundation and the Financial Services Authority.

Methodology/Technique - The variables in this study are: bank service quality 19 indicators, handling of customer complaints 4 indicators, 29 indicators of customer loyalty, and customer satisfaction 4 indicators.

Findings - The research displays the proposed conceptual model, namely the main determining features of customer loyalty.

Novelty - The study developed framework for future research.

Type of Paper: Review

Keywords: Bank Service Quality; Handling of Customer Complaints; Customer Satisfaction; Customer Loyalty; Public Sector Banks; Indonesia.

JEL Classification: D11, D21, G21.

Price: USD 25