https://mail.insyma.org/proceedings/files/original/articles/Siti_Rahayu.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 22, 2025) Proceedings meta_title Customer Loyalty in State-Owned Retail Banking: Evidence from Lamongan, Indonesia Author #1 Sugeng Hariadi Author #2 Siti Rahayu Abstract/Description This study investigates the determinants of customer loyalty in retail banking, focusing on National State Bank in Lamongan City, Indonesia. Employing a causal research design, data were collected from 156 customers via structured questionnaires and analyzed using Structural Equation Modeling (SEM) with AMOS 22.0. The findings reveal that service quality significantly enhances corporate image and perceived value, while perceived value and customer satisfaction directly foster customer loyalty. Contrary to expectations, service quality, corporate image, and trust exhibited no significant direct effects on loyalty, suggesting the mediating role of value and satisfaction. These insights contribute to the literature on relationship marketing and provide actionable strategies for banks aiming to strengthen customer retention. keywords a;b;c;d e-Service Quality, Customer Satisfaction, Behavioural Intention, Online Food Delivery publication_date 2025/06/20 2025/06/15 pdf_url https://insyma.org/proceedings/files/articles/Siti_Rahayu.pdf abstract_html_url https://insyma.org/proceedings/items/show/ https://insyma.org/proceedings/items/show/344 firstpage 193 lastpage 198 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (INSYMA) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 33 Volume 22 authors Sugeng Hariadi, Siti Rahayu Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Customer Loyalty in State-Owned Retail Banking: Evidence from Lamongan, Indonesia Creator An entity primarily responsible for making the resource Sugeng Hariadi, Siti Rahayu