The Structural Relationship Of Service Quality, Corporate Image And Technology Usage On The Customer Value Perception In Banking Institutions, Indonesia

  • Surachman Surjaatmadja, Jumadil Saputra

Abstract

Customer values play a crucial role in the achievement of short-term and long-term goals. It measured from the difference between total benefit and total sacrifices perceived by customers. Of these, the investigation about the structural relationship of service quality, corporate image and technology usage on the customer value perception in banking institutions is vital to provide significant benefits and small sacrifices for improving the quality of their services, build corporate image and use of technology. The design of this study is using a quantitative approach through a survey questionnaire conducted on banking customers in Indonesia. The data analyzed by assisting the statistical software namely LISREL Version 8.0. The results of the analysis showed that service quality, corporate image and technology usage have a significant relationship on the customer value perception in banking institutions, Indonesia. In detail, the service quality of banking in Indonesia perceived to have contributed to the customer value of 38%. Corporate image (banking image), contributing to customer value of 25%. Used of information technology by banking in Indonesian, contributes to customers' value of 30%. In conclusion, the service quality, corporate image and technology usage showed the most significant contribution to the customer value of banking service and created empathy, physical evidence, reliability, quick-response, time-saving and cost-effective.

Published
2020-05-16