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Literature Review on Service Quality and Customer Loyalty in Banking

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81 DAFTAR PUSTAKA

Allred, A.T., & Addams, H.L. (2000). Service quality at banks and credit unions:

What do their customersay? Managing Service Quality, 10(1), 52–60.

Amin.M,Isa.Z & Fontaine.R.(2011).The role customer satisfaction in enhacing customer loyalty in malaysian islamic bank.The Service Industries Journal, 31( 9), 1519–1532

Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84–91.

Brakus,J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty?.Journal of Marketing Vol. 73 , 52–68

Frow, Penny (2006). Special Issue Papers Towards the ‘ perfect’ customer experience. Discipline of Marketing, Faculty of Economics and Business, The University of Sidney

Ghozali, Imam. (2011). Model Persamaan Struktural Konsep dan Aplikasi dengan Program Amos 19,0, Semarang: Universitas Diponegoro

Hair, J. F., Hult, G. M., Ringle, C. M., & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). USA: SAGE Publications, Inc.

Haryono, S., &Wardoyo, P. (2012).Structural Equation Modeling UntukPenelitianManajemenMenggunakan AMOS 18.00. Jawa Barat: PT IntermediaPersonaliaUtama.

Johnston, R. and Kong, X. (2011). The customer experience: a road-map improvement. Managing Service Quality, 21(1), pp. 5-24.

Karim, A., 2004, Bank Islam Analisis Fiqih dan Keuangan, Jakarta, Penerbit PT Raja Grafindo

Malhotra, Naresh K. (2007). Marketing research an applied orientation.5th edition.New Jersey: Pearson Education.

Analisis Pengaruh ..., Andi Novianti Maharani, MM-IBS, 2016

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82 Miguel-Dávila J.A.M, García. L.V.C ,Valdunciel. L.A & Flórez. M. (2010).

Operations in banking: the service quality and effects on satisfaction and loyalty.The Service Industries Journal,. 30( 13), 2163–2182

Lewis, B.R. (1991). Service quality: An international comparison of bank customers’ expectations and perceptions. Journal of Marketing Management, 7(1), 47–62.

Lovelock, C., & Wirtz, J. (2011). Services Marketing : People,Technology, Strategy. England: Pearson.

Lin, K.-M., Chang, C.-M., Lin, Z.-P., Tseng, M.-L., & Lan, L. W. (2009).

Application of Experiential Marketing Strategy to Identify Factors Affecting Guests’ Leisure Behaviour in Taiwan Hot-Spring Hotel. WSEAS Transactions on Business and Economics, Vol.6(5).

Martini, L.K.B (2013).Relationship marketing, customer satisfaction, customer commitment dan customer loyalty(studi pada sebuah bank nasional didenpasar). Buletin Studi Ekonomi,18(1)

Oliver, R.L. (1999). Whence consumer loyalty? [Special issue]. Journal of Marketing, 63, 33–44.

Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer, 2nd Edition. New York: M. E Sharpe, Inc.

Poku, K., Zakari, M., & Soali, A. (2013). Impact of Service Quality on Customer Loyalty in the Hotel Industry: An Empirical Study from Ghana.

International Review of Management and Business Research, Vol.2(2).

Pont, M. & Mcquilken L., (2002). Testing the fit bankserv model to bankperf data.

Sharma, A., & Metha. V.(2004). Service quality perceptions in financial services – a case study of banking services. Journal of Services Research, 4(2), 205- 223

Analisis Pengaruh ..., Andi Novianti Maharani, MM-IBS, 2016

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83 Sidqqi, K.O (2011). Interrelations between Service Quality Attributes, Customer

Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh. International Journal of Business and Management, 6(3)

Tjiptono, F., 2000, Strategi Pemasaran, Yogyakarta, Penerbit Andi

Tjitono, F., 2011, Service, Quality & Satisfaction, Yogyakarta, Penerbit Andi Wijanto, S. H. (2008). Structural Equation Modeling dengan LISREL 8.8:

Konsepdan Tutorial. Yogyakarta: GrahaIlmu.

www.asiamarketresearch.com, 2015 www.islamicbanking.com 2015 www.beritasatu.com, 2015

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Undang-undang RI no.10 Tahun 1998 Undang-undang No.21 Tahun 2008

SKBI No.32/148/KEP/DIR tanggal 12 November 1998

Analisis Pengaruh ..., Andi Novianti Maharani, MM-IBS, 2016

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