DAFTAR PUSTAKA
Ajao, R., Ikechukwu, I., & Olusola, A. (2012). Is customer satisfaction an Indicator of customer loyalty? Australian Journal of Business and Management Research, 2(07), 14–20.
Al-alak, B. A. (2014). Impact of marketing activities on relationship quality in the Malaysian banking sector. Journal of Retailing and Consumer Services, 21(3), 347–356. https://doi.org/10.1016/j.jretconser.2013.07.001
Alrubaiee, L., & Al-Nazer, N. (2010). Investigate the Impact of Relationship Marketing Orientation on Customer Loyalty: The Customer’s Perspective.
International Journal of Marketing Studies, 2(1).
https://doi.org/10.5539/ijms.v2n1p155
Andrianto, Fatihudin, D; Frimansyah., M. A. (2019). Manajemen Bank (Qiara Media (ed.); 1st ed., Issue April 2020). CV. PENERBIT QIARA MEDIA.
Ball, D., Simões Coelho, P., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty. European Journal of Marketing, 38(9/10), 1272–1293. https://doi.org/10.1108/03090560410548979
Castaldo, S. (2010). The Meaning ( s ) of Trust . A Content Analysis on the Diverse Conceptualizations of Trust in Scholarly Research on Business Relationships. Journal of Business Ethics, 657–668.
https://doi.org/10.1007/s10551-010-0491-4
Chakiso, C. B. (2015). The effect of relationship marketing on customers ’ loyalty ( Evidence from The effect of relationship marketing on customers ’ loyalty ( Evidence from Zemen Bank ). 5(2). https://doi.org/10.5195/emaj.2015.84
Chao, C., Yu, C., Cheng, B., & Chuang, P. (2013). Trust and Commitment In Relationships Among Medical Equipment Suppliers: Transaction Cost And Social Exchange Theories. Sosial Behaviour Nd Personality, 41(7), 1057–
1070.
Chiu, C. M., Hsu, M. H., Lai, H., & Chang, C. M. (2012). Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems, 53(4), 835–845.
https://doi.org/10.1016/j.dss.2012.05.021
Dimitriadis, S., Kouremenos, A., & Kyrezis, N. (2011). Trust-based segmentation Preliminary evidence from technology-enabled bank channels. International Journal of Bank Marketing, 29(1), 5–31.
Doaei, H., Rezaei, A., & Khajei, R. (2011). The Impact of Relationship Marketing Tactics on Customer Loyalty: The Mediation Role of Relationship Quality.
International Journal of Business Administration, 2(3), 83–93.
https://doi.org/10.5430/ijba.v2n3p83
Donio’, J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(7), 445–457. https://doi.org/10.1108/07363760610712993
Dos Santos, C. P., & Basso, K. (2012). Do ongoing relationships buffer the effects of service recovery on customers’ trust and loyalty? International Journal of
Bank Marketing, 30(3), 168–192.
https://doi.org/10.1108/02652321211222540
Dowell, D., Morrison, M., & Heffernan, T. (2015). The changing importance of affective trust and cognitive trust across the relationship lifecycle: A study of business-to-business relationships. Industrial Marketing Management, 44, 119–130. https://doi.org/10.1016/j.indmarman.2014.10.016
Durmaz, Y., Cavusoglu, S., & Ozer, O. (2018). The Effect of Brand Image and Brand Benefit on Customer Loyalty: The Case of Turkey. International Journal of Academic Research in Business and Social Sciences, 8(5).
https://doi.org/10.6007/ijarbss/v8-i5/4140
Evans, J. R., & Laskin, R. L. (1994). The relationship marketing process: A conceptualization and application. Industrial Marketing Management, 23(5),
439–452. https://doi.org/10.1016/0019-8501(94)90007-8
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in
the Sultanate of Oman. SAGE Open, 10(2).
https://doi.org/10.1177/2158244020919517
Giannakis-Bompolis, C., & Boutsouki, C. (2014). Customer Relationship Management in the Era of Social Web and Social Customer: An Investigation of Customer Engagement in the Greek Retail Banking Sector.
Procedia - Social and Behavioral Sciences, 148, 67–78.
https://doi.org/10.1016/j.sbspro.2014.07.018
Haier, B., W.C, B., & R. E., A. (2010). Multivariate Data Analysis (J. Partidge (ed.); Seventh). Prentice Hall, New Jersey 07458.
Hänninen, N., & Karjaluoto, H. (2017). The effect of marketing communication on business relationship loyalty. Marketing Intelligence and Planning, 35(4), 458–472. https://doi.org/10.1108/MIP-01-2016-0006
Haryono, S., & Parwoto, W. (2013). STRUCTURAL EQUATION MEDELING (S.
Hamid Mintardja (ed.)). PT. Intermedia Personalia Utama.
Huang, M. H. (2015). The influence of relationship marketing investments on customer gratitude in retailing. Journal of Business Research, 68(6), 1318–
1323. https://doi.org/10.1016/j.jbusres.2014.12.001
Husnain, M., & Akhtar, W. (2015). Relationship Marketing and Customer Loyalty: Evidence from Banking Sector in Pakistan. Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc, 15(10).
Ibidunni, O. S. (2012). Marketing Management : Practical Perspective. Pumark Nigeria Limited.
Idris, M. (2020). Mengenal Istilah Nasabah Prioritas Bank dan Berbagai
Keuntungannya. Kompas.Com.
https://money.kompas.com/read/2020/12/06/190553426/mengenal-istilah- nasabah-prioritas-bank-dan-berbagai-
keuntungannya?page=all#:~:text=JAKARTA%2C KOMPAS.com - Hampir,nasabahnya yang menginginkan layanan prioritas.
Iglesias, O., Markovic, S., & Rialp, J. (2019). How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy. Journal of Business
Research, 96(August 2017), 343–354.
https://doi.org/10.1016/j.jbusres.2018.05.043
Ikhsan, R. B., Primiana, I., Padjadjaran, U., Febrian, E., Padjadjaran, U., Namuri, D. S., & Padjadjaran, U. (2017). Impact Of Relationship Marketing, Service Quality And Customer Orientation Of Service Empolyess On Customer Satisfaction And Behavioral Intention And It’s Impact On Customer Retention. May 2016. https://doi.org/10.13140/RG.2.2.29318.57920
Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.
Information and Management, 51(1), 27–42.
https://doi.org/10.1016/j.im.2013.09.001
Kidron, A., Services, H., Stern, M., Valley, Y., Valley, Y., Kreis, Y., & Ag, P.
(2020). Listening to bank customers : the meaning of trust customers.
International Journal of Quality and Service Sciences, 20102.
https://doi.org/10.1108/IJQSS-10-2019-0120
Kim, D. J., & Kim, D. J. (2013). Institutional Knowledge at Singapore Management University Antecedents of Consumer Trust in B-to-C Electronic Commerce B- TO -C E LECTRONIC C OMMERCE. 2003.
Kim, Y. S., & Baker, M. A. (2020). I Earn It, But They Just Get It: Loyalty Program Customer Reactions to Unearned Preferential Treatment in the Social Servicescape. Cornell Hospitality Quarterly, 61(1), 84–97.
https://doi.org/10.1177/1938965519857539
Kothler, P. (2006). Manajemen Pemasaran Jilid I. PT Indeks Gramedia.
Kumar, R. (2019). Research Methodology (A. Owen (ed.); Fifth). SAGE Publications Ltd.
Kundu, S. (2018). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business, 34(1), 1–5.
Leninkumar, V. (2017). The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465.
https://doi.org/10.6007/ijarbss/v7-i4/2821
Liu, C., Maggie, Y., & Lee, C. (2011). International Journal of Information Management The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 31(1), 71–79. https://doi.org/10.1016/j.ijinfomgt.2010.05.008
Madjid, R. (2013). Customer Trust as Relationship Mediation Between Customer Satisfaction and Loyalty At Bank Rakyat Indonesia ( BRI ) Southeast Sulawesi. The International Journal Of Engineering And Science, 2(5), 48–
60.
Magasi, C. (2016). Customer Relationship Marketing and its Influence on Customer Retention: A Case of Commercial Banking Industry in Tanzania.
Journal of Emerging Issues in Economics Finance and Banking (JEIEFB) An Online International Research Journal, 1(1), 2306–2367.
Magatef, S. G., & Tomalieh, E. F. (2015). The Impact of Customer Loyalty Programs on Customer Retention. 6(8), 78–93.
Malhotra, N. K. (2010). Marketing Research (S. Yagan (ed.); Sixth). Prentice Hall, New Jersey 07458.
Martini, I. A. O., Rahyuda, I. K., Sintaasih, D. K., & Piartrini, P. S. (2018). The
Influence of Competency on Employee Performance through Organizational Commitment Dimension. IOSR Journal of Business and Management (IOSR- JBM), 20(2), 29–37. https://doi.org/10.9790/487X-2002082937
Matzler, K., Würtele, A., & Renzl, B. (2006). Dimensions of price satisfaction: A study in the retail banking industry. International Journal of Bank Marketing, 24(4), 216–231. https://doi.org/10.1108/02652320610671324
Mauri, A. G., Minazzi, R., & Muccio, S. (2013). A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013.
International Business Research, 6(12), 134–144.
https://doi.org/10.5539/ibr.v6n12p134
Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., & Malandrakis, Y. (2001).
Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130(2), 347–360.
https://doi.org/10.1016/S0377-2217(00)00036-9
Moenardy, K. K., Arifin, Z., & Kumadji, S. (2016). The Effect of Service Quality and Relationship Marketing to Customer Value,Customer Satisfaction, Switching Cost, and Customer Retention: A Case Study on the Customers of Bank NTT at East Nusa Tenggara Province. International Journal of Management and Administrative Sciences, 3(04), 48–63.
Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011).
Impact of customer satisfaction on customer loyalty and intentions to switch : evidence from banking sector of Pakistan. International Journal of Business and Social Science, 2(16), 263–270.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of. Journal of Marketing, 58(July), 20–38.
Naderian, A., & Baharun, R. (2013). Relationship Marketing, Customer Satisfaction and Loyalty Association Moderating by Switching Cost.
Archives Des Sciences Journal, 66(5), 1–15.
Ndubisi, N. O. (2007). Relationship marketing and customer loyalty. Marketing
Intelligence and Planning, 25(1), 98–106.
https://doi.org/10.1108/02634500710722425
Ndubisi, N. O. (2010). Industrial Marketing Management Con fl ict handling , trust and commitment in outsourcing relationship : A Chinese and Indian study. https://doi.org/10.1016/j.indmarman.2010.09.015
Ndubisi, N. O., & Wah, C. K. (2005). Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction.
International Journal of Bank Marketing, 23(7), 542–557.
https://doi.org/10.1108/02652320510629908
Ngoma, M., & Ntale, P. D. (2019). Word of mouth communication: A mediator of relationship marketing and customer loyalty. Cogent Business and Management, 6(1). https://doi.org/10.1080/23311975.2019.1580123
NS Ibrahim, N. S. (1989). Penelitian dan Penilaian Pendidikan. Bandung Sinar Baru.
Ogbonnaya, C., Ogba, I., & Emeka, E. (2020). Examining the effect of customers ’ perception of bank marketing communication on customer loyalty. 8, 4–11.
https://doi.org/10.1016/j.sciaf.2020.e00383
Padma, T. S., Nimran, U., & Astuti, E. S. (2016). The Influence Of Relationship Marketing On Switching Barrier , Customer Satisfaction , Customer Trust , And Customer Retention. International Journal of Business and Management Invention, 5(8), 47–53.
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector.
Sustainability (Switzerland), 11(4), 1–24.
https://doi.org/10.3390/su11041113
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of
Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Parvatiyar, A., & Sheth, K. (2001). Customer Relationship Management:
Emerging Practice, Process, and Discipline. Journal of Economic & Social Research, 3(2), 1–34.
Pauline W.J, Esterik-Plasmeijer Willem, F. (2017). Banking System Trust, Bank Trust, and Bank Loyalty Abstract. International Journal of Bank Marketing.
Peltier, J. W., Pointer, L., & Schibrowsky, J. A. (2008). Internal marketing and the antecedents of nurse satisfaction and loyalty. In Health Marketing Quarterly (Vol. 23, Issue 4). https://doi.org/10.1080/07359680802131582
Pez, V., Butori, R., & de Kerviler, G. (2015). Because I’m worth it: The impact of given versus perceived status on preferential treatment effectiveness. Journal
of Business Research, 68(12), 2477–2483.
https://doi.org/10.1016/j.jbusres.2015.06.034
Rizan, M., Warokka, A., & Listyawati, D. (2013). Relationship marketing and customer loyalty: Do customer satisfaction and customer trust really serve as intervening variables? Vision 2020: Innovation, Development Sustainability, and Economic Growth - Proceedings of the 21st International Business Information Management Association Conference, IBIMA 2013, 2, 1285–
1295. https://doi.org/10.5171/2014.724178
Roberts-lombard, M. (2015). Customer retention through customer relationship management : The exploration of two-way communication and conflict handling. February.
Rofianto, W., Rinjani, A. M., Suhadi, A. M., & Nabila, M. B. (2021). Faktor Pendorong Niat Konsumen Mengisi Kolom Review Platform Marketplace dan Implikasinya Pada Repurchase Intention. Seminar Nasional Perbanas Institute 2021 (SNAP 2021), 1–13.
Sharifi, S. S., & Esfidani, M. R. (2014). The impacts of relationship marketing on cognitive dissonance, satisfaction, and loyalty: The mediating role of trust
and cognitive dissonance. International Journal of Retail and Distribution Management, 42(6), 553–575. https://doi.org/10.1108/IJRDM-05-2013-0109
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer relationship management approach in car loan bussiness. Cogent Business and Management, 7(1).
https://doi.org/10.1080/23311975.2020.1738200
Tobing, J. D. T., & Wijaya, C. (2020). The Effect Of Peer-To-Peer Lending And third-Party Payments On COnventional Commercial Bank Profitability In Indonesia. 11(5), 691–701. https://doi.org/10.34218/IJM.11.5.2020.062
Varela-Neira, C., Vázquez-Casielles, R., & Iglesias, V. (2010). Lack of preferential treatment: Effects on dissatisfaction after a service failure.
Journal of Service Management, 21(1), 45–68.
https://doi.org/10.1108/09564231011025119
Vegholm, F. (2014). Relationship marketing and the management of corporate image in the bank-SME relationship. Manajement Research Review.
https://doi.org/10.1108/01409171111116330
Wallace, E., de Chernatony, L., & Buil, I. (2013). Building bank brands: How leadership behavior influences employee commitment. Journal of Business Research, 66(2), 165–171. https://doi.org/10.1016/j.jbusres.2012.07.009
Wijanto, S. H. (2008). Structural Equation Modelling Dengan Lisrel 8,8. Graha ILmu.
Yap, B. W., Ramayah, T., & Wan Shahidan, W. N. (2012). Satisfaction and trust on customer loyalty: A PLS approach. Business Strategy Series, 13(4), 154–
167. https://doi.org/10.1108/17515631211246221
Yilmaz, V., Ari, E., & Gürbüz, H. (2018). Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector: An application of structural equation model. In International Journal of Bank Marketing (Vol. 36, Issue 3). https://doi.org/10.1108/IJBM-
02-2017-0037
Yulisetiarini, D. (2015). The Effect of Relationship Marketing towards Costumer Satisfaction and Customer Loyalty on Franchised Retails in East Java.
Mediterranean Journal of Social Sciences, 7(1), 333–339.
https://doi.org/10.5901/mjss.2016.v7n1p333
Zhang, J. Q., & Friedmann, R. (2010). Customer Loyalty and Lifetime Value : An Empirical Investigation of Consumer Packaged Goods.