Causative Factors of Consumer Engagement in National Commercial Banks in Padang, Indonesia

Abstract

This study investigated the causative factors of customer engagement in national commercial banks (BCA Bank, BRI Bank, Mandiri Bank, BNI Bank, CIMB Niaga Bank) in Padang, Indonesia. Data source were primary data obtained from questionnaire of the respondent customers. Results of Structural Equation Modeling (SEM) showed that customer engagement in national commercial banks in Padang were influenced by the service performance and customer relationship management through customer satisfaction in Padang as the mediating variable.Keywords: customer relationship management, service performance, customer satisfaction, customer engagementJEL Classification: G21DOI: https://doi.org/10.32479/ijefi.9270