Proceedings of the 1st Aceh Global Conference (AGC 2018)

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The Role of Satisfaction as Mediation Influence Relational Benefits against Bank Customer Commitment: Survey on Institutional Customers

Authors
Susanta Susanta, Hendro Widjanarko, Humam Santosa Utomo, Suratna Suratna
Corresponding Author
Humam Santosa Utomo
Available Online January 2019.
DOI
10.2991/agc-18.2019.71How to use a DOI?
Keywords
Relational benefits, Customer satisfaction, Customer commitment
Abstract

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

Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 1st Aceh Global Conference (AGC 2018)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
January 2019
ISBN
10.2991/agc-18.2019.71
ISSN
2352-5398
DOI
10.2991/agc-18.2019.71How to use a DOI?
Copyright
© 2018, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
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  - 10.2991/agc-18.2019.71
ID  - Susanta2019/01
ER  -