DAFTAR PUSTAKA
Abdurrahman, T., & Suryadi, N., 2009, Pengaruh Service Quality, customer Satisfaction dan Switching Cost terhadap Customer Loyalty: Studi pada Pelanggan Telepon Bergerak di Kota Malang, Jurnal Aplikasi Manajemen, ISSN: 1693-5241, 7(1), 188-210.
Aydin, S., Ozer, G. & Arasil, O., 2005, Customer Loyalty and the Effect of switching Costs as A Moderator Variable: A Case in the Turkish Mobile Phone Market, Journal of Marketing Intelligence & Planning, 23(1), 89.
Bauman, C., Burton, S., Elliot, G., & Kehr, H.M., 2007, Prediction of Attitude and Behavioural Intentions in Retail Banking, International Journal of Bank Marketing, 25(2), 102-116.
Bendapudi, N., & Berry, L.L., 1997, Customers Motivations for Maintaining Relationships with Service Providers, Journal of Retailing, 73, 15-37.
Blodgett, J.G. & Andeson, R.D., 2000, A Bayesian Network Model of The Consumer Complaint Process, Journal of Service Research, 2(2), 321-338.
Bloemer, J., Ruyter, K., & Peeters, P., 1998, Investigating Drivers of Bank Loyalty : The Complex Relationship Between Image, Service, Quality and Satisfaction, International Journal of Bank Marketing, 16(7), 276-286.
Burnham, T.A., Frels, J.K. & Mahajan, V., 2003, Consumer Switching Costs: A Typology Antecedents and Consequences, Academy of Marketing Science Journal, 31(2), 109-126.
Cristobal, E., Flavian, C., & Guinaliu, M., 2007, Perceived e- Service Quality (PeSQ) Measurment Validation and Effects on Customer Satisfaction and Web Site Loyalty, Managing Service Quality, 17(3), 317-340.
Darpito, S.H. 2010, Peran Biaya Beralih dalam Penguatan Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan, Karisma, 4(2), 118-131.
Dewi, G.A.P.R.K., Yasa, N.N.K., & Sukaatmadja, P.G., 2014, Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah PT BPR Hoki di Kabupaten Tabanan, E-jurnal Ekonomi dan Bisnis Universitas Udayana 3.5, ISSN: 2337-3067, 257-275.
Dick, A.S., & Basu, K., 1994, Customer Loyalty: Toward an Integrated Conceptual Framework, Journal of the Academy of Marketing Science, 22(2), 99-113.
Ferdinand, A. 2006, Structural Equation Modelling Dalam Penelitian Manajemen, Edisi 4, Semarang, Badan Penerbit Universitas Diponegoro.
___________. 2014, Metode Penelitian Manajemen: Pedoman Penelitian untuk Penulisan Skripsi Tesis dan Disertasi Ilmu Manajemen, Edisi 5, Semarang, Badan Penerbit Universitas Diponegoro.
File, K.M., Cermak, D.S.P., & Prince, R.A., 1994, Word of Mouth Effects in Professional Services Buyer Behaviour, Service Industries Journal, 14(3), 301-314.
Fornell, C. 1992, A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, 55(1), 6-21.
Foster, B.D., & Cadogan, J.W., 2000, Relationship Selling and Costumer Loyalty : An Empirical Investigation, Marketing Intelegence and Planning, 18(4).
Griffin, J. 2002, Customer Loyalty, Jakarta, Erlangga.
Harsasi, M., 2006, WOM Dalam Industri Jasa: Kaitannya dengan Sikap dan Kemungkinan Membeli, Jurnal Bisnis Vol 15.
Hidayat, R. 2009, Pengaruh Kualitas layanan, Kualitas Produk dan Nilai Nasabah terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri, Jurnal manjemen dan Kewirausahaan, 11(1), 59-72.
Infobanknews, 2015 Penghargaan banking Service Excellence 2015, infobanknews.com,
http://www.infobanknews.com/2015/06/penghargaan-banking-service- excellence-2015-majalah-infobank-bekerjasama-dengan-marketing- research-indonesia-mri-menyelenggarakan-banking-service-excellence-2015-bsepada-kamis-4-juni-2015-acara/ accessed July 3, 2015.
Johnston, R. 2001, Linking Complaint Management to Profit, International Journal of Service Industry Management, 12(1), 60-69.
Kang, G.D. 2006, The Hierarchical Structure of Service Quality: Integration of Technical and Functional Quality, Managing Service Quality, 16(1), 37-50.
Karsono. 2008, Analisis Anteseden Loyalitas Pelanggan: Peran komplain dan Kepuasan Pelanggan Telkom Flexi-Trendy di Surakarta, Media Riset Bisnis dan Manajemen, 8(1), 93-124.
Kau, A., & Loh, E.W., 2006, The Effects of Service Recovery on Consumer Satisfaction : A Comparison Between Complaint and Non-Complaints, Journal of Service Marketing, 20(2), 101- 111.
Kuncoro, M. 2009, Metode Riset untuk Bisnis & Ekonomi: Bagaimana Meneliti & Menulis Tesis?, Jakarta, Erlangga.
Kusmayadi, T., & Hidayat, S., 2014, Pengaruh Kepuasan terhadap Loyalitas Pelanggan dengan Switching Cost Sebagai Variabel Mediasi: Studi pada PT Aplikanusa Lintasarta West Java Area, Jurnal Sains Manajemen & Akuntansi, 6(1), 23-45.
Lam, S.Y., Shankar, V., Erramilli, M.K. & Murthy, B., 2004, Customer Value Satisfaction Loyalty and Switching Cost: An Illustration from A business-to-Business service Context, Journal of The Academy of Marketing Science, 32(3), 293-311.
Levesque, T., & McDougall, GHG., 1996, Determinants of Costumer Satisfication in Retail Banking, International Journal of Bank Marketing, Vol.14(7), 12-21.
Liu, T.C., & Wu, L.W., 2007, Customer Retention and Cross-Buying in The Banking Industry : An Integration of Service Atttributes, Satisfaction and Trust, Journal of Financial Service Marketing, 12(2), 132-145.
Lyon, D.B., & Powers, T.L., 2004, The Impact of Structural and Process Attributes on Satisfaction and Behaviour Intentions, Journal of Services Marketing, 18(2), 114-121.
Markplus, inc. 2014 Indonesian Bank Loyalty Award 2014, markplusinc.com, http://www.markplusinc.com/ibla/indonesian-bank-loyalty-award-2014/ accessed July 3, 2015.
McCole, P. 2004, Dealing with Complaints in Services, International Journal of Contemporary Hospitality Management, 16(6), 345-354.
Meng, J., & Elliott, K.M., 2008, Investigation Structural Relationship Between Service Quality, Switcing Costs and Customer Satisfaction “, Journal of Applied Business and Economics, 1, 1-14.
Mittal, V., Huppertz, J.W., & Khare, A., 2008, Customer Complaining: The role of Tie Strength and Information Control, Journal of Retailing, 84(2), 195-204.
Mowen, J.C., & Minor, M., 2001, Consumer Behaviour 5th edition, Harcrot College Publisher, Inc.
Oliver, R.L. 1999, Whence Consumer Loyalty, Journal of Marketing, 63, 33-44. Olorunniwo, F., & Hsu, M.K., 2006, A Typology Analysis of Service Quality,
Patterson, P.G., & Smith, Y., 2003, A Cross-Cultural study of Switching Barriers and Propensity to Stay with Service Providers, Journal of retailing, 79(2), 107-120.
Powers T.L., & Lyon, D.B., 2002, Using Complaint Behavior to Improve Quality Through the Structure and Process of Service Delivery, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 13-21.
Reichheld, F., & Sasser, Jr.W.E., 1990, Zero Defections: Quality Comes to Services, Harvard Bussiness Review, 68(September-October), 105-111.
Saleh, A., M., 2010, Public Service: Communication, Malang: UMM Press. Santoso, S., 2002, SPSS Statistik Multivariate, Jakarta, Alex Media Komputindo.
Sekaran, U., 2003, Research Methods for Business: a Skill Building Approach. Fourth Edition, New York, John wiley and sons Inc
.
Setyawan, A., A., & Ihwan, S., 2004, Pengaruh Service Quality Perception terhadap Purchase Intention, Usahawan No. 07 Th. XXXI, 11 Juli 2014
Sheth, J.N., & Mittal, B., 2004, Customer Behavior: A Managerial Perspective, Ohio: South-Western, Mason.
Solvang, B.K. 2007, Satisfaction, Loyalty, and Repurchase: A Study of Norwegian Customer of Furniture and Grocery Stores, Journal of Customer Satisfaction, Dissatisfaction and Complaining Behavior, 20, 110-122.
Stauss, B., & Seidel, W., 2006, Complaint Management: The Heart of CRM, The Journal of Consumer Marketing, 23(1).
Sugiyono, 2002. Metode Penelitian Administrasi, Bandung, Alfabeta.
Szabo, T., D., 2009, Connected Viral, Buzz and Word of Mouth Marketing, Hongaria, Budapesta Corvinus.
Szymanski, D.M., & Henard, D.H., 2001, Customer Satisfaction: A Meta-Analysis of Empirical Evidence, Journal of the Academy of Marketing Science, 29(1), 16-35.
Tjiptono, F. 2007, Strategi Pemasaran Edisi Pertama, Yogyakarta, Andi Offset. ________. 2014, Pemasaran Jasa: Prinsip Penerapan Penelitian, Yogyakarta,
Tronvoll, B. 2007, Complainer Characteristics When Exit Is Closed, International Journal of Service Industry of Management, 25(1), 25-51
Ueltschy, L.C., Laroche, M., Eggert, A., & Bindl, U., 2007, Service Quality and Satisfaction: An International Comparison of Professional Services Perceptions, Journal of Services Marketing, 21(6), 410-423.
Wibowo, E., & Widodo, U. H., 2005, Mengapa Memilih Bank Syariah?, Bogor, Ghalia Indonesia.
Wikipedia, 2015 Bank di Indonesia, id.wikipedia.org, https://id.wikipedia.org/w/index.php?title=Bank_di_Indonesia&action=edi t§ion=4 accessed Agustus 15, 2015
Yu Wang, C. 2010, Service Quality, Perceived Value, Corporate Image, and Customer Loyalty in the Context of Varying Levels of Swithing Cost, Journal Psychology and Marketing, 27(3), 252-262.
Zhang, Y., Chen, X., Zhao, Y. & Yao, Q., 2014, Exploring the Impact of Switching Cost on Customer Retention in the technology Standard Competition Market, Journal of Service Science and Management, 7, 267-276.
