HUBUNGAN KEPUASAN DAN KEPERCAYAAN NASABAH TERHADAP ORGANISASI DENGAN LOYALITAS NASABAH KREDIT PT. BPR RESTU ARTHA MAKMUR SEMARANG - Unika Repository

  

DAFTAR PUSTAKA

Aaker, D. 1996. Building Strong Brands. New York: The Free Press.

  Agustina, V. 2012. Analisis Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, dan Nilai Pelanggan dalam Meningkatkan Loyalitas Pelanggan Joglo Semar Bus. Skripsi. Semarang: Fakultas Ekonomika dan Bisnis. Universitas Diponegoro.

  Aliman, N.K., &Mohamad, W.N. 2013. Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia. International Journal of

  Marketing Studies. Vol. 5. No. 4 (15-29). Canadian Center of Science and Education.

  Anonim. 2012. Penghargaan PT. BPR Artha

  Makmur. http://www.restubpr.com/kantor-layanan/bpr-restu-artha- . makmur#mvbtab_5476d1f667bb8_5 (Jumat, 23 Oktober 2015).

  Azwar, S. 2010. Metode Penelitian. Yogyakarta: Pustaka Pelajar. Ba, S., and Pavlou, P.A. 2002. Evidence of the Effect of Trust Building

  Technology in Electronic Markets: Price Premiums and Buyer Behavior. Electronic Economy Research Program. Los Angeles: Marshall School of Business, University of Southern California.

  Bachmann, R., and Zaheer, A. 2006. Handbook of Trust Research. USA: Edward Elgar Publishing, Incorporated.

  Bloemer, J., and Schroder, G.O. 2002. Store Satisfaction and Store Loyalty

  Explained by Customer and Store Related Factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior. Bolton, R.N., Kannan, P.K., Bramlett, M,D. 2000. Implications of Loyalty Program Membership and Service Experiences for Customer . Retention and Value. Journal of the Academy of Marketing Science Vol. 28. No. 1 (95-108).

  Borneo, K., & Sutopo. 2011. Pengaruh Implementasi Relationship Marketing terhadap Loyalitas Konsumen pada Produk Oli Pelumas PT.

  Pertamina (Persero) Enduro 4T. Jurnal Ekonomi Vol. 1. No. 1 (1- 27).

  Bowen, J.T., &Chen, Shiang-Lih. 2001. The Relationship between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management. Vol. 13. No. 5 (213-217).

  Chrisandi, N.P. 2014. Hubungan Citra Merek dan Kualitas Pelanggan dengan Loyalitas Pelanggan Produk Apple. Jurnal Ilmiah Mahasiswa Universitas Surabaya. Vol. 3. No. 1 (1-11).

  Eid, M.I. 2011. Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia. Journal of Electronic Commerce

  Research. Vol. 12. No. 1. (78-93).

  Ellena, F., &Rahardjo, S.T. 2011. Analisis Pengaruh Kepercayaan,

  Komitmen, Komunikasi, dan Penanganan Keluhan terhadap Loyalitas Nasabah (Studi pada Nasabah PT. BRI Persero Tbk.

  Cabang Pemalang). Fajariyanto, B., Lubis, N., Saryadi. 2013. Pengaruh Kualitas Pelayanan dan

  Brand Image terhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan. Diponegoro Journal of Social and Politic. (h. 1-12)

  Ferrinadewi, E. 2008. Merek & Psikologi Konsumen: Implikasi pada Strategi

  Fraering, M., & Minor, M.S. 2013. Beyond Loyalty: Customer Satisfaction, Loyalty, and Fortitude. Journal of Services Marketing. Vol. 27. No.

  4 (334-344). Fuad, H. 2014. Nasabah BPR Restu Artha Makmur Minta Perlingungan

  OJK. http://ekbis.sindonews.com/read/841531/34/nasabah-bpr-restu- . artha-makmur-minta-perlindungan-ojk-1394022853 (Sabtu,

  17 Januari 2015).

  Godes,

  D., &Mayzlin,

  D. 2009. Firm-Created Word-of-Mouth Communication: Evidence from a Field Test. Marketing Science. Vol. 28. No. 4 (721 – 739).

  Gouw, I., & Sihombing, S.O. 2008. The Influence of Brand Trust and Satisfaction on Repurchase Intentions: An Empirical Study on the Retailing Firm. International Conference on Business and Management Research (ICMBR). (h. 1-16).

  Graf, R., and Perrien, J. 2005. The Role of Trust and Satisfaction in a Relationship: The Case of High Tech Firms and Banks. Chairee en Management des Services Financiers. Munich: ESG UQAM.

  Griffin, J. 2005. Customer Loyalty. PenerjemahDwiKartiniYahya. Jakarta: Erlangga.

  Gul, R. 2014. “The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty”.Journal of Public Administration and Governance. Vol. 4, No. 3 (368-387).

  Hadi, S. 2000. Metodologi Research. Yogyakarta: Andi. Hadiyati, E. 2014. Studi Dimensi Hubungan Pemasaran dan Loyalitas

  Hafeez, S., & Muhammad, B. 2012. The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer’s Loyalty: Evidence from Banking Sector of Pakistan. International Journal of Business

  and Social Science. Vol. 3. No. 16 (200-210).

  Hurriyati, R. 2005. Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Alfabeta.

  Insetyonoto. 2014. BANKING SERVICE EXCELLENCE 2014: 2 BPR

  Jateng

  10 Terbaik dalam Layanan. http://www.solopos.com/2014/06/16/banking-service- excellence-2014-2-bpr-jateng-10-terbaik-dalam-layanan-513506 .

  (Jumat, 23 Oktober 2015). Jacoby, J., & Kyner, D.B. 1973. Brand Loyalty Vs. Repeat Purchasing Behavior. Journal of Marketing Research. Vol. 10 (1-9).

  Kartajaya, H. 2004. Marketing in Venus. Jakarta: PT. Gramedia Pustaka Utama.

  Kirom, B. 2010. Mengukur Kinerja Pelayanan dan Kepuasan Konsumen.

  Bandung: Pustaka Reka Cipta. Kotler, P., & Armstrong, G. 2012. Principles of Marketing, 15th Edition.

  England: Pearson Education Limited. Kotler, P., &Keller, K.L. 2009. Manajemen Pemasaran Edisi Ketiga Belas.

  Jakarta: Erlangga. ____________________. 2012. Marketing Management: 14th Edition. New Jersey: Prentice Hall, One Lake Street, Upper Saddle River. Kusmayadi,T. 2007. "Pengaruh relationship Quality

  TerhadapLoyalitasNasabahTabungan".STIE STAN Indonesia Mandiri.

  Lovelock, C., and Wirtz, J. 2004. “Services Marketing”, Fifth Edition. New Jersey: Prentice Hall.

  Lupiyoadi, R. 2001. Manajemen Pemasaran Jasa: Teori dan Praktik. Jakarta: Salemba Empat.

  Maharani, A.D. 2010. Analisis Pengaruh Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah Tabungan Bank Mega Semarang. Skripsi.

  Semarang: Fakultas Ekonomi Universitas Diponegoro (tidak diterbitkan).

  Mayasari, I. 2008. Perilaku Pencarian Variasi: Ditinjau dari Perspektif Psikologi dan Imbasnya pada Loyalitas Kesikapan Konsumen.

  Jurnal Manajemen Teori dan Terapan. Vol. 1. No. 1 (48-60).

  Mayer, R.C., Davis, J.H., and Schoorman, F.D. 1995. An Integrative Model of Organizational Trust. The Academy of Management Review. Vol.

  20. No. 3 (709-734). McKnight, D.H., Choudhury, V., Kacmar, C. 2002. Developing and Validating Trust Measures for e-Commerce: An Integrative Typology.

  Information Systems Research. Vol. 3. No. 3 (334-359).

  Moorman, C., Deshpande, R., Zaltman, G. 1993. Factors Affecting Trust in Market Research Relationships. Journal of Marketing. Vol. 57. No.

  1 (81-101). Morgan, R.M., &Hunt, S.D. 1994. The Commitment-Trust Theory of Mowen, J.C., &Minor, M. 2002. Perilaku Konsumen. Penerjemah Dwi Kartini Yahya.Jakarta: Erlangga.

  Nguyen, N., Leclerc, A., LeBlanc, G. 2013. The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management. Vol. 6. No. 1. (96-109).

  Nugroho, A.W., &Sudaryanto, B. 2013. “Pengaruh Kinerja Layanan, Kepercayaan Dan Kepuasan Terhadap Loyalitas Konsumen Dalam Menggunakan Jasa Pengiriman Barang (Studi Kasus di Hira Cargo Cabang Semarang)”.Jurnal Manajemen dan Bisnis. Vol. 3. No. 3.

  (1-9). Peppers, D., & Rogers, M. 2004. Managing Customer Relationship. New Jersey: John Wiley & Sons, Incorporated.

  Pinuntun, R.H. 2015. Pengaruh Kualitas Produk, Kualitas Pelayanan dan Harga terhadap Loyalitas Pelanggan. Skripsi. Yogyakarta: Fakultas Ekonomi Program Studi Manajemen, Jurusan Manajemen.

  Universitas Sanata Dharma. Prasetyo, W.B. 2013. Pengaruh Kualitas Pelayanan, Kepercayaan, dan

  Kepuasan terhadap Loyalitas Pelanggan (Studi pada Swalayan Luwes Purwodadi).

  Rafiq, M. 2009. Pengaruh Kepercayaan Konsumen pada Merek terhadap Loyalitas Merek. Jurnal Optimal. Vol. 3. No. 1 (31-48).

  Rahman, M.S. 2012. Service Quality, Corporate Image and Customers Satisfaction Towards Customers Perception: An Exploratory Study on Telecom Customers in Bangladesh. Business Intelligence

  Journal. Vol. 5. No. 1 (56-63). Rousseau, D.M., Sitkin, S.B., Burt, R.S., and Camerer, C. 1998. Not So Different After All: A Cross-Discipline View of Trust. Academy of Management Review. Vol. 23. No. 3 (393-404).

  Sangadji, E.M. 2010. Metodologi Penelitian: Pendekatan Praktis dalam Penelitian. Yogyakarta: Andi.

  Saputro, R. 2010. Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan (Studi pada PT. Nusantara Sakti Demak). Skripsi. Semarang: Fakultas Ekonomi Universitas Diponegoro (tidak diterbitkan).

  Seffy, V.T., Suwignjo, P., dan Santosa, B. 2011. Analisa Pengaruh Kualitas Pelayanan, Kepercayaan, Komplain, dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan (Studi Kasus: PT. Garuda Indonesia Palembang). Laporan Penelitian.

  Setyorini, T.D., & Wibowo, C. 2008. Psikologi Eksperimen. Semarang: Fakultas Psikologi Universitas Katolik Soegijapranata.

  Shamdasani, P.N., &Balakrishnan, A.A. 2000. Determinants of Relationship Quality and Loyalty in Personalized Services. Asia Pacific Journal of Management. Vol. 17 (399-422).

  Sugiyono. 2010. Metode Penelitian Kuantitatif Kualitatif dan R&D.

  Bandung: Alfabeta. Suryabrata, S. 2008. Metodologi Penelitian. Jakarta: Rajawali Pers. Susetyo, D.P.B. 2011. Modul Psikologi Sosial 2 (Teori-teori Psikologi

  Sosial). Semarang: Fakultas Psikologi Unika Soegijapranata Semarang. Upadhyaya, M., Hakeem, A., Chavan, D.S. 2013. The Effect of the Servicecape on Service Trust, Customer Satisfaction, and Customer Loyalty in Indian Family Restaurant. Management Review: An International Journal. Vol. 8. No. 2. (54-84).

  Van Vuuren, T., Roberts-Lombard, M., and Van Tonder, E. 2012. Customer Satisfaction, Trust, and Commitment As Predictors of Customer Loyalty Within An Optometric Practice Environment. Southern African Business Review. Vol. 16. No. 3 (81-96).

  Widyaningtyas, R. 2010. Faktor-faktor yang Mempengaruhi Loyalitas serta Dampaknya pada Kepuasan Konsumen dalam Menggunakan Jasa Kereta Api Harina. Skripsi. Semarang: Fakultas Ekonomi.

  Universitas Diponegoro. Wilson, A., Zeithaml, V.A., Bitner, M.J., Gremler, D.D. 2012. Services Marketing: Integrating Customer Focus Across the Firm.

  Berkshire: McGraw-Hill Higher Education.