KUALITAS JASA, CITRA PERUSAHAAN DAN KEPUASAN NASABAH PT. BANK BJB KANTOR CABANG UTAMA BANDUNG
Abstract
References
Alba, J., Lynch, J., Weitz, B., Janiszewski, C.,
Lutz, R., Sawyer, A., & Wood, S. (1997,
July). Interactive Home Shopping:
Consumer, Retailer, and Manufacturer
Incentives to Participate in Electronic
Marketplaces. Journal of Marketing,
(3), 38-53.
Andrade, E. B., Kaltcheva, V., & Weitz, B.
(2002). Self-Disclosure on the Web: the
Impact of Privacy Policy, Reward, and
Company Reputation. Advances in
Consumer Research, 29, 350-353.
Andreassen, T. W., & Lindestad, B. (1998). The
effects of corporate image in the
formation of customer loyalty. Journal of
Service Marketing, 1, 89-92.
Baltagi, B. H. (2008). Econometrics (4th ed.).
Springer.
Barich, H., & Kotler, P. (1991). A Framework for
Marketing Image Management. Sloan
Management Review, 32(2), 94-104.
Barnes, J. G. (2003). Secrets Of Customer
Relationship Management. Yogyakarta:
Andi.
Bearden, W. O., & Teel, J. E. (1983). Selected
determinants of consumer satisfaction
and complaint reports. Journal of
Marketing Research, 20(1), 21-28.
Bolton, R. N., & Drew, J. H. (1991, March). A
Multistage Model of Customers'
Assessments of Service Quality and
Value. Journal of Consumer Research,
(4), 375-384.
Boulding, W., Kaira, A., Staelin, R., & Zeithaml,
V. A. (1993). A dynamic process model
of service quality: From expectations to
behavioral intentions. Journal of
Marketing Research, 30(1), 7-27.
Brooks, C. (2008). Introductory Econometrics for
Finance (2nd ed.). Cambridge University
Press.
Chang, N.-J., & Fong, C.-M. (2010, October).
Green Product quality, green corporate
image, green customer satisfaction, and
green customer loyalty. 4(13), 2836-
Chien, L., & Chi, S. (2019, March). Corporate
image as a mediator between service
quality and customer satisfaction:
difference across categorized exhibitors.
Heliyon, 5(3).
Churchill., J. G., & Surprenant, C. (1982). An
investigation into the determinants of
customer satisfaction. Journal of
Marketing Research, 19(4), 491-504.
Creswell, J. W. (2012). Educational research:
Planning, conducting and evaluating
quantitative and qualititative research
(4th ed.). Boston: Pearson.
Creswell, J. W. (2014). Research Design:
Qualitative, Quantitative, & Mixed
Methods Approaches (4th ed.). London:
Sage Publications, Ltd.
Cronin Jr, J., Brady, M. K., & Hult, G. M. (2000).
Assessing the effects of quality, value,
and customer satisfaction on consumer
behavioral intentions in service
environments. Journal of Retailing,
(2), 193-218.
Cronin Jr, J., Brady, M. K., & MHulta, G. (2000).
Assessing the effects of quality, value,
and customer satisfaction on consumer
behavioral intentions in service
environments. Journal of Retailing,
(2), 193-218.
Detiveaux, S., & Rooney, C. (2001). Hold onto
your greatest assets. 17(4), 114-117.
Dick, A. S., & Basu, K. (1994). Customer loyalty:
Toward an integrated conceptual
framework. Journal of the Academy of
Marketing Science, 22(2), 99-113.
Dubé, L., & Menon, K. (2000). Multiple roles of
consumption emotions in post-purchase
satisfaction with extended service
transactions. International Journal of
Service Industry Management, 11(3),
-304.
Flavian, C., Guinalıu, M., & Torres, &. E. (2005).
The Influence Of Corporate Image On
Consumer Trust: A Comparative
Analysis In Traditional Versus Internet
Banking. Internet Research, 15(4), 447-
Fombrun, C. J. (1996). Reputation: Realizing
Value from the Corporate Image. Boston:
Harvard Business School Press.
Fornell, C. (1992). A national customer
satisfaction barometer: The Swedish
experience. Journal of marketing , 56(1),
-21.
Gan, C., Clemes, M., Wei, J., & Kao, B. (2011).
An empirical analysis of New Zealand
bank customers’ satisfaction. Banks and
Bank Systems, 6(3).
Ganesan, S. (1994). Determinants of Long-Term
Orientation in Buyer-Seller
Relationships. Journal of Marketing, 58,
-19.
Giese, J. L., & Cote, J. A. (2000). Defining
Consumer Satisfaction . Academy of
Marketing Science Review .
Gong, T., & Yi, Y. (2018, April). The effect of
service quality on customer satisfaction.
loyalty, and hapiness in five Asian
Countries. Pschology & Marketing,
(6).
Halstead, D., Hartman, D., & Schmidt, S. L.
(1994). Multisource Effects on the
Satisfaction Formation Process. Journal
of the Academy of Marketing Science,
(2), 114-129.
Harrison, S. (2011). Public Relations: An
Introduction (2nd ed.). United Kingdom:
Cengage Learning EMEA.
Herstein, R., Mitki, Y., & Jaffe, E. D. (2008).
Communicating a new corporate image
During Privatization ; the case of El Al
airlines. Corporate Communication an
International Journal , 13(4), 380-393.
Hill, F. M. (n.d.). Managing service quality in
higher education: The role of the student
as primary consumer. Quality Assurance
in Education, 3, 10–21., 3, 10-21.
Huo, Y., & Xu, L. (2010). The Impact of
Corporate Image and Customer
Expectation on Customer Satisfaction:
An Empirical Study in Power Supply
Industry. 2010 International Conference
on Management and Service Science.
Wuhan.
ITU DATA. (2017). ICT Development Index
IDI 2017 Rank. ITU Data.
Retrieved from https://www.itu.int/net4/
ITU-D/idi/2017/index.html
Kelley, S. W., Donnelly, J. H., & Skinner, S. J.
(1990). Customer participation in service
in service production and delivery.
Journal of Retailing, 66, 315.
Kennedy, S. H. (1977). Nurturing corporate
images: Total communication or ego trip?
European Journal of Marketing, 11(3),
-164.
Kotler, P., & Amstrong, G. (2015). Marketing an
Introducing (12th ed.). England : Pearson
Education, Inc.
Kotler, P., & Gertner, D. (2002). Country as
brand, product, and beyond: A place
marketing and brand management
perspective. Journal of Brand
Management, 9, 249-261.
LaBarbera, P. A., & Mazursky, D. (1983). A
longitudinal assessment of consumer
satisfaction/dissatisfaction: The dynamic
aspect of the cognitive process. Journal of
Marketing Research, 20(4), 393-404.
Lee, T. J., Cho, H., & Ahn, T.-H. (2012). Senior
citizen satisfaction with restaurant service
quality. Journal of Hospitality Marketing
& Management, 21, 215–226.
Liljander, V., & Strandvik, T. (1997). Emotions in
service satisfaction. International
Journal of Service Industry Management,
(2), 148-169.
Lincoln, Y. S., & Guba, E. G. (2013). The
Constructivist Credo. Walnut Creek: Left
Coast Press, Inc.
Lovelock, C., & Wirtz, J. (2016). Services
Marketing: People, Technology, Strategy
(Eight ed.). London: World Scientific
Publishing Co. Inc.
Martela, F., & Ryan, R. M. (2015). The Benefits
of benevolence: Basic Psychological
needs, beneficence and the enhancement
of well-being. Journal of Personality.
Minkiewicz, J., Evans, J., & Bridson, K. (2011).
Corporate Image In The Leisure Services
Sector. Journal Of Services Marketing,
(3), 190–201 .
Munteanu, C., Ceobanu, C., Stoian, C. B., &
Anton, O. (2010). An analysis of
customer satisfaction in a higher
education context. International Journal
of Public Sector Management, 23, 124–
Neuman, W. L. (2007). Basic of Social Research:
Qualitative & Quantitative Approaches
(2nd ed.). Pearson Education, Inc.
Neuman, W. L. (2014). Social Research Methods:
Qualitative and Quantitative Approaches
(7th ed.). Harlow: Pearson Education
Limited.
Oliver, R. L. (2010). Satisfaction: A Behavioral
Perspective on the Consumer (2nd ed.).
Routledge.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A.
(1988). SERVQUAL: A Multiple-Item
Scale for Measuring Consumer
Perceptions of Service Quality. Journal of
Retailing, 64(1), 12-40.
Peter, J. P., & Olson, J. C. (2010). Consumer
Behavior & Marketing Strategy (Ninth
ed.). New York,: McGraw-Hill/Irwin.
PWC Indonesia. (2018). 2018 Indonesia Banking
Survey: Technology shift in Indonesia is
underway. Jakarta: PWC.
Rice, C. (1997). Understanding customer (2 ed.).
The Chartered Institute of Marketing.
Ryu, K., Lee, H.‐R., & Kim, W. G. (2011). The
Influence Of Quality Of Physical
Environment Food And Service On
Restaurant Image, Customer Perceived
Value, Customer Satisfaction And
Behavioral Intention. International
Journals Of Contemporary Hospitality
Management, 24(02), 200-223.
Schiffman, L. G., Kanuk, L. L., & Hansen, H.
(2012). Consumer behavior: An
European outlook (2nd ed.). England:
Pearson Education Limited.
Shahin, A., & Dabestani, R. (2010). Correlation
analysis of service quality gaps in a fourstar hotel in Iran. International Business
Research, 3(40).
Shee, P., & Abratt, R. (1989). A new approach to
the corporate image management process.
Journal of Marketing Management, 5(1),
-76.
Sirvanci, M. (1996). Are students the true
customers of higher education? . Quality
Progress, 29.
Stinnett, B. (2005). Think Like Your Customer: A
Winning Strategy to Maximize Sales by
Understanding How and. McGraw-Hill.
Svensson, G. (2006). Interactive Interface of
Service Quality. European Business
Review, 18(03), 243-257.
Swan, J. E., Bowers, M. R., & Grover, R. (2002).
Customer involvement in the selection of
service specifications. Journal of Services
Marketing, 16, 88-103.
Taylor, S. A., & Thomas L. Baker, T. (1994). An
assessment of the relationship between
service quality and customer satisfaction
in the formation of consumers' purchase
intentions. Journal of Retailing, 70(2),
-178.
TENG, A. (2018, March 13). Banking leaders
sound dire warning: Transform or die.
Article. Singapore: Today Online.
Retrieved from https://www.todayonline.
com/singapore/banking-leaders-sounddire-warning-transform-or-die
Wakefield, K. L., & Inman, J. J. (2003).
Situational price sensitivity: The role of
consumption occasion, social context and
income. Journal of Retailing, 79(4), 199-
White, D. (2018, March 14). Can banks be a threat
to big tech? Article. BBVA. Retrieved
from https://www.bbva.com/en/canbanks-be-threat-big-tech/
Woodside, A. G. (2010). Organizational culture,
business-to-business relationships, and
interfirm networks (1 ed.). Bingley:
Emerald.
Wooldridge, J. M. (2002). Introductory
Econometrics: A Modern Approach (2nd
ed.). South-Western.
Yi, Y., & La, S. (2003). The Moderating Role of
Confidence in Expectations and the
Asymmetric Influence of
Disconfirmation on Customer
Satisfaction. The Service Industries
Journal, 23(5), 20-47.
Yu, Y.‐T., & Dean, A. (2001). The contribution of
emotional satisfaction to consumer
loyalty. International Journal of Service
Industry Management,, 12(3), 234-250.
