Rahmat Akbar, Mirza Tabrani, T. Meldi Kusuma
Magister Management Program, Faculty of Economics and Business, Syiah Kuala University Banda Aceh, Indonesia

MLA 8
Akbar, Rahmat, et al. "THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT AND SERVICE QUALITY ON TRUST AND ITS IMPACT ON CUSTOMER SATISFACTION IN ACEH SYARIAH BANK." Int. j. of Social Science and Economic Research, vol. 4, no. 6, June 2019, pp. 4487-4445, ijsser.org/more2019.php?id=344. Accessed June 2019.
APA
Akbar, R., Tabrani, M., & Kusuma, T. (2019, June). THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT AND SERVICE QUALITY ON TRUST AND ITS IMPACT ON CUSTOMER SATISFACTION IN ACEH SYARIAH BANK. Int. j. of Social Science and Economic Research, 4(6), 4487-4445. Retrieved from ijsser.org/more2019.php?id=344
Chicago
Akbar, Rahmat, Mirza Tabrani, and T. Meldi Kusuma. "THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT AND SERVICE QUALITY ON TRUST AND ITS IMPACT ON CUSTOMER SATISFACTION IN ACEH SYARIAH BANK." Int. j. of Social Science and Economic Research 4, no. 6 (June 2019), 4487-4445. Accessed June, 2019. ijsser.org/more2019.php?id=344.

References

[1]. Amstrong, Gary & Philip, Kotler. (2002). Dasar-dasar Pemasaran. Jilid 1, Alih Bahasa Alexander Sindro dan Benyamin Molan. Jakarta: Penerbit Prenhalindo.
[2]. Agnes Laurencia Setiawan. (2014). Analisa Analisa Pengaruh Service Quality Dan Customer Relationship Management Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variabel Intervening Di Kampoeng Kidz, Batu-Jawa Timur. Jurnal Manajemen Pemasaran Petra, (2014) 1-9
[3]. Andreani, Fransisca. (2007). Customer Relationship Management (CRM) dan Aplikasinya dalam Industri Manufaktur dan Jasa. Jurnal Manajemen Pemasaran, Vol.2, No.2, Oktober 2007 : 59-65. Surabaya
[4]. Aryani, D., & Rosinta, F. (2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi dan Organisasi. 17(2):114-126
[5]. Chan, S. (2003). Relationship Marketing: Inovasi Pemasaran yang Membuat Pelanggan Bertekuk Lutut. PT. Gramedia Pustaka Utama, Jakarta.
[6]. Dwyer, F.R., Schurr, P.H., & Oh, S. (1987). Develop-ing Buyer-Seller Relationships. Journal of Marketing, vol. 51, no. 1, pp. 11-27. Retrieved 1987, from (Proquest) database.
[7]. Endang Sulistya Rini. (2009). Menciptakan Pengalaman Konsumen dengan Experimental Marketing, Jurnal Manajemen dan Bisnis.
[8]. Gefen, D and Straubb, D.W (2004). Consumer Trust in B2C e-Commerce and The Importance of Social Presence: Experiments in e-Products and e-Services .Omega 32 , 407 - 424.
[9]. Greenberg, P. (2010). The impact of CRM 2.0 on customer satisfaction. Journal of Business & Industrial Marketing, 25(6), 410-419.
[10]. Fitriani Sri, (2014). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Melalui Kepuasan Pasien Pengguna BPJS di Rawat Inap RSUD Dr. Moewardi. [Thesis S-2]. Universitas Muhammadiyah Surakarta.
[11]. Hair, Jr., Joseph F., et. al. (2011). Multivariate Data Analysis. Fifth Edition. New Jersey: PrenticeHall, Inc.
[12]. H Mulyana, T Ruliana, A Suroso - (2014), Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum Tirta Tuah Benua Kutai Timur EKONOMIA, 2016 - ejurnal.untag-smd.ac.id
[13]. Hidayat, R. (2009)," Pengaruh kualitas layanan, kualitas produk dan nilai nasabah terhadap kepuasan dan loyalitas nasabah Bank Mandiri", Jurnal Manajemen dan Kewirausahaan, Vol. 11 No. 1, pp. 59-72.
[14]. Izogo, E. E. (2017). Customer loyalty in telecom service sector: the role of service quality and customer commitment. The TQM Journal, 29(1), 19-36.
[15]. Johnston, Clark. (2011). Service operational management. USA: Prentice Hall.
[16]. Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
[17]. Kim, C., Zhao, W., & Yang, K. H. (2008). An empirical study on the integrated framework of e-CRM in online shopping: evaluating the relationships among perceived value, satisfaction, and trust based on customers' perspectives. Journal of Electronic Commerce in Organizations (JECO), 6(3), 1-19.
[18]. Kotler, Philip and Keller, Kevin Lane (2009). Marketing Management (13th ed). New Jersey : Upper Saddle River.
[19]. Kim, Y. H. dan Kim, D. J., (2005). A Study of Online Transaction Self-Efficacy, Consumer Trust, and Uncertainty Reduction in Electronic Commerce Transaction, Proceedings of the 38th Hawaii International Conference on System Sciences.
[20]. Mailangkay, A. B., & Juwono, E. (2015). The Impact Of Customer Relationship Marketing Strategy And Social Customer Relationship Marketing On Customer Loyalty, 2nd International Conference for Emerging Markets - Bali, January 22 - 23, 2015 PROCEEDINGS - ISBN: 978-602-14666-1-2 1, Hal. (1-10).
[21]. Morgan, R.M. and Hunt, S.D. (1994). The commitment-trust theory of relationship market-ing. Journal of Marketing, vol. 58, no. 3, pp 20-38. Retrieved July, 1994, from (Proquest).
[22]. Mayer, R.C., Davis, J. H., dan Schoorman, F. D. (1995). An Integratif Model of Organizational Trust, Academy of Management Review. 30 (3): 709-734.
[23]. Mirza Tabarani, Muslin Amin, Ahmad Nizam (2017), Trust, commitment, customer intimacy and customer loyalty inIslamic banking relationships, International Journal of Bank Marketing
[24]. Ndubisi, N.O. (2007, March). Relationship marketing and customer royalty. Marketing Intelligence & Planning, Vol 25, No. 1, pp. 98-106. Retrieved 2007, from ABI/INFORM (Proquest) database.
[25]. Ndubisi, N.O. (2003b). Service Quality: Under-standing Customer Perception and Reaction, and its impact on Business. International Journal of Business, vol. 5, no.2. pp. 207-219. Retrieved 2003, from ABI/INFORM (Proquest) database.
[26]. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
[27]. Parasuraman, A., Berry, Leonard L. & Zeithaml, Valerie A. (1993) "Research note: more on improving service quality measurement", Journal of Retailing, vol. 69, p. 140-147.
[28]. Pereira, D., Giantari,NGK., dan Sukaatmadja, IPG. (2016). Pengaruh Service Quality Terhadap Customer Loyalty Koperasi Dadirah di Dili Timor Leste. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana Vol. 5 No. 2 . pp.455-488.
[29]. Rotter, J.B . (1967), "A New Scale for the Measurement of Interpersonal Trust," Journal of Personality, Vol. 35, No. 4, pp. 651-665.
[30]. Rousseau, D.M. (1998). The 'problem' of the psychological contract considered. Journal of Organizational Behavior, 19, 665-671.
[31]. Robbins, S. P. & Judge, T. A. (2009). Organizational Behavior (13th Edition), USA: Pearson International Edition, Prentice -Hall.
[32]. Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality on customer satisfaction and customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
[33]. Siamat, Dahlan. (2005). Manajemen Lembaga Keuangan Kebijakan Moneter dan Perbankan (5th ed.). Jakarta: Lembaga Penerbit Fakultas Ekonomi Universitas Indonesia
[34]. Tjiptono, F. (2006). Manajemen Jasa. Edisi Pertama. Andi, Yogyakarta.
[35]. Tjahyadi, Rully, A., (2010). Membangun Hubungan Jangka Panjang Pelanggan melalui Relationship Marketing. Jurnal Manajemen Pemasaran, 1(2): 110.
[36]. Winer. (2001). A Framework for Customer Relationship Marketing. New York: The Free Press