DAFTAR PUSTAKA Avkiran, N.K. 1999, "Quality Customer Service Demands Human Contact", The ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PADA PT BANK NEGARA INDONESIA (PERSERO) TBK KANTOR CABANG UTAMA SLAMET RIYADI SOLO.
DAFTAR PUSTAKA
Avkiran, N.K. 1999, "Quality Customer Service Demands Human Contact", The
International Journal of Bank Marketing, Vol. 17 No. 2.
Aydin, Serkan., Ozer, Gokhan., 2005, The analysis of Antecedents of Customer
Loyalty In The Turkish Mobile Telecommunication Market, Journal of
Marketing, Vol. 39 No. 7/8, pp. 910-925.
Bahia, K. and Nantel, J. 2000, "A reliable and valid measurement scale for the
perceived service quality of banks", International Journal of Bank
Marketing, Vol. 18 No. 2, pp. 84-91.
Benjamin, O.Ehigie. 2006. Correlates of customer loyalty to their bank: a case
study in Nigeria. International Journal of Bank Marketing, Vol. 24 No. 7.
pp. 494-508
Bloemer, J., Brijs, T., Swinnen, G. and Vanhoof, K. 2002, "Identifying latently
dissatisfied customers and measures for dissatisfaction management", The.
International Journal of Bank Marketing, Vol. 20 Na 1, pp. 27-37.
Bolton, R.N. and Drew, J.H. 1991. "A multistage model of customer's assesment
of service quality and value", Journal of Consumer Research, Vol. 17 No.
4, pp. 365-84.
Bontis, Nick. and Lome D. Booker., Serenko, Alexander. 2007. The mediating
effect of organizational reputation on customer loyalty and service
recommendation in the banking industry. Management Decision, Vol. 45
No. 9.pp. 1426-1445
Chaudhuri, A. and Holbrook, M.B. 2001, "The chain effects from brand trust and
brand affect to brand performance: the role of brand loyalty", Journal of
Marketing, Vol. 65, April, pp. 31-93.
Fournier, S. and Yao, J.L. 1997. "Reviving brand loyalty: a conceptualization
within the framework of consumer-brand relationships", International
Journal of Research in Marketing, Vol. 14 No. 5, pp. 451-72.
Hokanson, S., 1995, The Deeper You Analyse, The More You Satisfy Customers,
Marketing News, p.16
Jones, M.A., Beatty, S.E. and Mothersbaugh, D.V. 2002. “Why customers stay:
measuring the underlying dimensions of switching costs and managing
their differential strategic outcomes", Journal of Business Research, Vol.
55, pp. 441-50.
Lassar, W.M., Manolis, C. and Winsor, R.D. 2000, "Service quality perspectives
and satisfaction in private banking", Journal of Services Marketing, Vol.
14 No. 3, pp. 244-71.
Lau, G. and Lee, S. 1999. “Consumers” trust in a brand and link to brand loyalty”,
Journal of Market Focused Management, Vol. 4, pp.341-70.
Malhotra, Naresh. K, 1996. Marketing Research An Applied Orientation,
Prentice-Hall, Inc.
Morgan, R.M. and Hunt, S.D. 1994, "The commitment-trust theory of
relationship marketing", Journal of Marketing, Vol. 58, July, pp. 20-38.
Nelson, O. Ndubisi., Chan, K. Wah., Gibson, C.Ndubisi. 2007. Supplier-customer
relationship management and customer loyalty. The banking industry
perspective. Journal of Enterprise Information Management, Vol. 20 No.
2, pp. 222-236.
Nguyen, N. and Leblanc, G. 2001, "Corporate image and corporate reputation in
customers' retention decisions in services", Journal of Retailing and
Consumer Services, Vol. 8; pp. 227-36.
Oliver, R.L. 1997. "Whence consumer loyalty?", Journal of Marketing, Vol. 63,
pp. 33-44.
Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml. 1988,
"SERVQUAL: A Multiple-Item Scale for Measuring Consumer
Perceptions of Service Quality," Journal ofRetailing, 64 (1), 5-6.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985, "A conceptual model of
service quality and implications for future research", Journal of
Marketing, Vol. 49, Autumn, pp. 41-50.
Rust, R.T. and Oliver, R.L. 1994, Service Quality: New Dimensions in Theory and
Practice, Sage, London.
Shy, O. 2002, "A quick and easy method for estimating switching costs",
International Journal oflndustrial Organization, Vol. 20, pp. 71-87.
Singh, Harkiranpal. 2006, The Importanve of Customer Satisfaction in Relation to
Customer Loyalty and Retention, Journal of Asia Pacific University
College of Technology & Innovation, p. 1.
Siu, N.Y.M., and Mou, J.C.W. 2005. Measuring service quality in Internet
banking the case of Hong Kong. Journal of International Consumer
Marketing, 17 (4), 99-116.
Szymanski, D.M. and Henard, D.H. 2001, "Consumer satisfaction: a metaanalysis
of the empirical evidence", Journal of the Academy of Marketing Science,
Vol. 29 No. 1, pp. 16-35.
Taylor, S.A. and Baker, T.L. 1994, "An assessment of the relationship between
service quality and customer satisfaction in the formation of consumers'
purchase intentions", Journal of Retailing, Vol. 70 No. 2, pp. 163-78.
Avkiran, N.K. 1999, "Quality Customer Service Demands Human Contact", The
International Journal of Bank Marketing, Vol. 17 No. 2.
Aydin, Serkan., Ozer, Gokhan., 2005, The analysis of Antecedents of Customer
Loyalty In The Turkish Mobile Telecommunication Market, Journal of
Marketing, Vol. 39 No. 7/8, pp. 910-925.
Bahia, K. and Nantel, J. 2000, "A reliable and valid measurement scale for the
perceived service quality of banks", International Journal of Bank
Marketing, Vol. 18 No. 2, pp. 84-91.
Benjamin, O.Ehigie. 2006. Correlates of customer loyalty to their bank: a case
study in Nigeria. International Journal of Bank Marketing, Vol. 24 No. 7.
pp. 494-508
Bloemer, J., Brijs, T., Swinnen, G. and Vanhoof, K. 2002, "Identifying latently
dissatisfied customers and measures for dissatisfaction management", The.
International Journal of Bank Marketing, Vol. 20 Na 1, pp. 27-37.
Bolton, R.N. and Drew, J.H. 1991. "A multistage model of customer's assesment
of service quality and value", Journal of Consumer Research, Vol. 17 No.
4, pp. 365-84.
Bontis, Nick. and Lome D. Booker., Serenko, Alexander. 2007. The mediating
effect of organizational reputation on customer loyalty and service
recommendation in the banking industry. Management Decision, Vol. 45
No. 9.pp. 1426-1445
Chaudhuri, A. and Holbrook, M.B. 2001, "The chain effects from brand trust and
brand affect to brand performance: the role of brand loyalty", Journal of
Marketing, Vol. 65, April, pp. 31-93.
Fournier, S. and Yao, J.L. 1997. "Reviving brand loyalty: a conceptualization
within the framework of consumer-brand relationships", International
Journal of Research in Marketing, Vol. 14 No. 5, pp. 451-72.
Hokanson, S., 1995, The Deeper You Analyse, The More You Satisfy Customers,
Marketing News, p.16
Jones, M.A., Beatty, S.E. and Mothersbaugh, D.V. 2002. “Why customers stay:
measuring the underlying dimensions of switching costs and managing
their differential strategic outcomes", Journal of Business Research, Vol.
55, pp. 441-50.
Lassar, W.M., Manolis, C. and Winsor, R.D. 2000, "Service quality perspectives
and satisfaction in private banking", Journal of Services Marketing, Vol.
14 No. 3, pp. 244-71.
Lau, G. and Lee, S. 1999. “Consumers” trust in a brand and link to brand loyalty”,
Journal of Market Focused Management, Vol. 4, pp.341-70.
Malhotra, Naresh. K, 1996. Marketing Research An Applied Orientation,
Prentice-Hall, Inc.
Morgan, R.M. and Hunt, S.D. 1994, "The commitment-trust theory of
relationship marketing", Journal of Marketing, Vol. 58, July, pp. 20-38.
Nelson, O. Ndubisi., Chan, K. Wah., Gibson, C.Ndubisi. 2007. Supplier-customer
relationship management and customer loyalty. The banking industry
perspective. Journal of Enterprise Information Management, Vol. 20 No.
2, pp. 222-236.
Nguyen, N. and Leblanc, G. 2001, "Corporate image and corporate reputation in
customers' retention decisions in services", Journal of Retailing and
Consumer Services, Vol. 8; pp. 227-36.
Oliver, R.L. 1997. "Whence consumer loyalty?", Journal of Marketing, Vol. 63,
pp. 33-44.
Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml. 1988,
"SERVQUAL: A Multiple-Item Scale for Measuring Consumer
Perceptions of Service Quality," Journal ofRetailing, 64 (1), 5-6.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985, "A conceptual model of
service quality and implications for future research", Journal of
Marketing, Vol. 49, Autumn, pp. 41-50.
Rust, R.T. and Oliver, R.L. 1994, Service Quality: New Dimensions in Theory and
Practice, Sage, London.
Shy, O. 2002, "A quick and easy method for estimating switching costs",
International Journal oflndustrial Organization, Vol. 20, pp. 71-87.
Singh, Harkiranpal. 2006, The Importanve of Customer Satisfaction in Relation to
Customer Loyalty and Retention, Journal of Asia Pacific University
College of Technology & Innovation, p. 1.
Siu, N.Y.M., and Mou, J.C.W. 2005. Measuring service quality in Internet
banking the case of Hong Kong. Journal of International Consumer
Marketing, 17 (4), 99-116.
Szymanski, D.M. and Henard, D.H. 2001, "Consumer satisfaction: a metaanalysis
of the empirical evidence", Journal of the Academy of Marketing Science,
Vol. 29 No. 1, pp. 16-35.
Taylor, S.A. and Baker, T.L. 1994, "An assessment of the relationship between
service quality and customer satisfaction in the formation of consumers'
purchase intentions", Journal of Retailing, Vol. 70 No. 2, pp. 163-78.