How to cite this paper
Hayati, S., Suroso, A., Suliyanto, S & Kaukab, M. (2020). Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty.Management Science Letters , 10(11), 2561-2570.
Refrences
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.
Albaity, M., & Melhem, S. B. (2017). Novelty seeking, image, and loyalty—The mediating role of satisfaction and moderating role of length of stay: International tourists' perspective. Tourism management perspectives, 23, 30-37.
Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138.
Anonim. (2016). Statistik Lembaga Keuangan Mikro Indonesia. Retrieved 9 Juli, 2018, from https://www.ojk.go.id/id/kanal/iknb/data-dan-statistik/statistik-lkm/
Anonim. (2018). Optimalisasi Lembaga Keuangan Dalam Pembiayaan Usaha Mikro, Kecil, dan Menengah (UMKM). Retrieved 9 Juli, 2018, from http://www.fiskal.kemenkeu.go.id
Assael, H. (1984). Consumer behavior and marketing action: Kent Pub. Co.
Bloemer, J., & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499-513.
Bolton, R. N. (2016). Service Excellence: Creating Customer Experiences that Build Relationships: Business Expert Press.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research, 17(4), 375-384.
Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: new versus experienced customers. European journal of marketing, 42(9/10), 1095-1105.
Castaldo, S., Grosso, M., Mallarini, E., & Rindone, M. (2016). The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust. Research in Social and Administrative Pharmacy, 12(5), 699-712.
Chang, N.-J., & Fong, C.-M. (2010). Green product quality, green corporate image, green customer satisfaction, and green customer loyalty. African Journal of Business Management, 4(13), 2836-2844.
Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism management, 31(1), 29-35.
Chen, S.-C. (2012). The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators. Journal of Retailing and Consumer Services, 19(2), 202-210.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
Dewani, P. P., Sinha, P. K., & Mathur, S. (2016). Role of gratitude and obligation in long term customer relationships. Journal of Retailing and Consumer Services, 31, 143-156.
Dimitriades, Z. S. (2006). Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece. Management Research News, 29(12), 782-800.
Doyle, P., & Fenwick, I. (1974). How store image affects shopping habits in grocery chains. Journal of Retailing, 50(4), 39-52.
El-Adly, M. I., & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217-227.
Ferdinand, A. (2002). Structural equation modeling dalam penelitian manajemen. Semarang: Badan Penerbit Universitas Diponegoro.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. The journal of marketing, 6-21.
Ghozali, I. (2006). Aplikasi analisis multivariate dengan program SPSS: Badan Penerbit Universitas Diponegoro.
Giovanis, A. N., Zondiros, D., & Tomaras, P. (2014). The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate image. Procedia-Social and Behavioral Sciences, 148, 236-244.
Griffin, J. (1995). Customer loyalty: How to get it, how to keep it. San Francisco: Jossey-Bass Press.
Grönroos, C. (2007). Service management and marketing: customer management in service competition: John Wiley & Sons.
Han, H., & Hyun, S. S. (2018). Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty. International Journal of Hospitality Management, 70, 75-84.
Hart, A. E., & Rosenberger III, P. J. (2004). The effect of corporate image in the formation of customer loyalty: An Australian replication. Australasian Marketing Journal (AMJ), 12(3), 88-96.
Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia economics and finance, 23, 563-567.
Hennig‐Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & Marketing, 14(8), 737-764.
Hyun, S. S., & Perdue, R. R. (2017). Understanding the dimensions of customer relationships in the hotel and restaurant industries. International Journal of Hospitality Management, 64, 73-84.
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management, 12(6), 346-351.
Keaveney, S. M., & Hunt, K. A. (1992). Conceptualization and operationalization of retail store image: A case of rival middle-level theories. Journal of the Academy of Marketing Science, 20(2), 165-175.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. The Journal of Marketing, 1-22.
Kotler, P., & Amstrong, G. (2004). Prinsip-prinsip Marketing. Edisi Ketujuh, Penerbit Salemba Empat, Jakarta.
Lahap, J., Ramli, N. S., Said, N. M., Radzi, S. M., & Zain, R. A. (2016). A Study of Brand Image towards Customer's Satisfaction in the Malaysian Hotel Industry. Procedia-Social and Behavioral Sciences, 224, 149-157.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), 980-986.
LeBlanc, G., & Nguyen, N. (1996). An examination of the factors that signal hotel image to travellers. Journal of vacation Marketing, 3(1), 32-42.
Lee, J.-S., Hsu, L.-T., Han, H., & Kim, Y. (2010). Understanding how consumers view green hotels: how a hotel's green image can influence behavioural intentions. Journal of sustainable tourism, 18(7), 901-914.
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France. Journal of services marketing, 15(1), 35-48.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41-48.
Martineau, P. (1958). The personality of the retail store.
Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69(4), 201-209.
Mowen, J. C., & Minor, M. (2002). Perilaku konsumen. Jakarta: Erlangga, 90.
Nakhleh, H. M. (2012). The relationship between customer relationship marketing tactics, relationship quality and customer's loyalty in mobile communication industry. Academic Research International, 3(2), 538.
Ndubisi, N. O. (2004). Knowledge management: a case of ‘search and replace marketing’or an emerging field of management. Asian Academy of Management Journal, 9(1), 29-52.
Ngobo, P.-V., & Jean, S. (2012). Does store image influence demand for organic store brands? Journal of Retailing and Consumer Services, 19(6), 621-628.
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262-270.
Olavarría-Jaraba, A., Cambra-Fierro, J. J., Centeno, E., & Vázquez-Carrasco, R. (2018). Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico. Journal of Retailing and Consumer Services, 42, 78-87.
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New YorN: McGraw–Hill, 40, 69-71.
Ostrowski, P. L., O'Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of travel research, 32(2), 16-24.
Padmavathy, C., Balaji, M., & Sivakumar, V. (2012). Measuring effectiveness of customer relationship management in Indian retail banks. International Journal of Bank Marketing, 30(4), 246-266.
Pearson, S. (1996). Building Brands Directly: Creating Business Value from Customer Relationship. McMillan Business, 116, 20.
Pizam, A., Neumann, Y., & Reichel, A. (1978). Dimentions of tourist satisfaction with a destination area. Annals of tourism Research, 5(3), 314-322.
Ratanavaraha, V., Jomnonkwao, S., Khampirat, B., Watthanaklang, D., & Iamtrakul, P. (2016). The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach. Transport Policy, 45, 116-126.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European journal of marketing, 30(2), 19-30.
Rein, I., Kotler, P., & Haider, D. (1993). Marketing Places: Attracting Investment, Industry, and Tourism to Cities, States, and Nations.
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing, 68(1), 109-127.
Tjiptono, F. (2004). Manajemen jasa: Yogyakarta: Andi.
Truong, T.-H., & Foster, D. (2006). Using HOLSAT to evaluate tourist satisfaction at destinations: The case of Australian holidaymakers in Vietnam. Tourism management, 27(5), 842-855.
Wallin Andreassen, T., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of service Industry management, 9(1), 7-23.
Wang, F., & Head, M. (2005). Consumer relationship marketing on the Internet: An overview and clarification of concepts. Marketing, 1, 1.
Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking sort/ice anlity, customer satisfaction, and behavioral intention. Journal of health care marketing, 9(4), 5-17.
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799-822.
Zhang, R., Li, G., Wang, Z., & Wang, H. (2016). Relationship value based on customer equity influences on online group-buying customer loyalty. Journal of Business Research, 69(9), 3820-3826.
Albaity, M., & Melhem, S. B. (2017). Novelty seeking, image, and loyalty—The mediating role of satisfaction and moderating role of length of stay: International tourists' perspective. Tourism management perspectives, 23, 30-37.
Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138.
Anonim. (2016). Statistik Lembaga Keuangan Mikro Indonesia. Retrieved 9 Juli, 2018, from https://www.ojk.go.id/id/kanal/iknb/data-dan-statistik/statistik-lkm/
Anonim. (2018). Optimalisasi Lembaga Keuangan Dalam Pembiayaan Usaha Mikro, Kecil, dan Menengah (UMKM). Retrieved 9 Juli, 2018, from http://www.fiskal.kemenkeu.go.id
Assael, H. (1984). Consumer behavior and marketing action: Kent Pub. Co.
Bloemer, J., & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499-513.
Bolton, R. N. (2016). Service Excellence: Creating Customer Experiences that Build Relationships: Business Expert Press.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research, 17(4), 375-384.
Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: new versus experienced customers. European journal of marketing, 42(9/10), 1095-1105.
Castaldo, S., Grosso, M., Mallarini, E., & Rindone, M. (2016). The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust. Research in Social and Administrative Pharmacy, 12(5), 699-712.
Chang, N.-J., & Fong, C.-M. (2010). Green product quality, green corporate image, green customer satisfaction, and green customer loyalty. African Journal of Business Management, 4(13), 2836-2844.
Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism management, 31(1), 29-35.
Chen, S.-C. (2012). The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators. Journal of Retailing and Consumer Services, 19(2), 202-210.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
Dewani, P. P., Sinha, P. K., & Mathur, S. (2016). Role of gratitude and obligation in long term customer relationships. Journal of Retailing and Consumer Services, 31, 143-156.
Dimitriades, Z. S. (2006). Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece. Management Research News, 29(12), 782-800.
Doyle, P., & Fenwick, I. (1974). How store image affects shopping habits in grocery chains. Journal of Retailing, 50(4), 39-52.
El-Adly, M. I., & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217-227.
Ferdinand, A. (2002). Structural equation modeling dalam penelitian manajemen. Semarang: Badan Penerbit Universitas Diponegoro.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. The journal of marketing, 6-21.
Ghozali, I. (2006). Aplikasi analisis multivariate dengan program SPSS: Badan Penerbit Universitas Diponegoro.
Giovanis, A. N., Zondiros, D., & Tomaras, P. (2014). The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate image. Procedia-Social and Behavioral Sciences, 148, 236-244.
Griffin, J. (1995). Customer loyalty: How to get it, how to keep it. San Francisco: Jossey-Bass Press.
Grönroos, C. (2007). Service management and marketing: customer management in service competition: John Wiley & Sons.
Han, H., & Hyun, S. S. (2018). Role of motivations for luxury cruise traveling, satisfaction, and involvement in building traveler loyalty. International Journal of Hospitality Management, 70, 75-84.
Hart, A. E., & Rosenberger III, P. J. (2004). The effect of corporate image in the formation of customer loyalty: An Australian replication. Australasian Marketing Journal (AMJ), 12(3), 88-96.
Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia economics and finance, 23, 563-567.
Hennig‐Thurau, T., & Klee, A. (1997). The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychology & Marketing, 14(8), 737-764.
Hyun, S. S., & Perdue, R. R. (2017). Understanding the dimensions of customer relationships in the hotel and restaurant industries. International Journal of Hospitality Management, 64, 73-84.
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management, 12(6), 346-351.
Keaveney, S. M., & Hunt, K. A. (1992). Conceptualization and operationalization of retail store image: A case of rival middle-level theories. Journal of the Academy of Marketing Science, 20(2), 165-175.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. The Journal of Marketing, 1-22.
Kotler, P., & Amstrong, G. (2004). Prinsip-prinsip Marketing. Edisi Ketujuh, Penerbit Salemba Empat, Jakarta.
Lahap, J., Ramli, N. S., Said, N. M., Radzi, S. M., & Zain, R. A. (2016). A Study of Brand Image towards Customer's Satisfaction in the Malaysian Hotel Industry. Procedia-Social and Behavioral Sciences, 224, 149-157.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), 980-986.
LeBlanc, G., & Nguyen, N. (1996). An examination of the factors that signal hotel image to travellers. Journal of vacation Marketing, 3(1), 32-42.
Lee, J.-S., Hsu, L.-T., Han, H., & Kim, Y. (2010). Understanding how consumers view green hotels: how a hotel's green image can influence behavioural intentions. Journal of sustainable tourism, 18(7), 901-914.
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France. Journal of services marketing, 15(1), 35-48.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41-48.
Martineau, P. (1958). The personality of the retail store.
Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction? Journal of Marketing, 69(4), 201-209.
Mowen, J. C., & Minor, M. (2002). Perilaku konsumen. Jakarta: Erlangga, 90.
Nakhleh, H. M. (2012). The relationship between customer relationship marketing tactics, relationship quality and customer's loyalty in mobile communication industry. Academic Research International, 3(2), 538.
Ndubisi, N. O. (2004). Knowledge management: a case of ‘search and replace marketing’or an emerging field of management. Asian Academy of Management Journal, 9(1), 29-52.
Ngobo, P.-V., & Jean, S. (2012). Does store image influence demand for organic store brands? Journal of Retailing and Consumer Services, 19(6), 621-628.
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262-270.
Olavarría-Jaraba, A., Cambra-Fierro, J. J., Centeno, E., & Vázquez-Carrasco, R. (2018). Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico. Journal of Retailing and Consumer Services, 42, 78-87.
Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New YorN: McGraw–Hill, 40, 69-71.
Ostrowski, P. L., O'Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of travel research, 32(2), 16-24.
Padmavathy, C., Balaji, M., & Sivakumar, V. (2012). Measuring effectiveness of customer relationship management in Indian retail banks. International Journal of Bank Marketing, 30(4), 246-266.
Pearson, S. (1996). Building Brands Directly: Creating Business Value from Customer Relationship. McMillan Business, 116, 20.
Pizam, A., Neumann, Y., & Reichel, A. (1978). Dimentions of tourist satisfaction with a destination area. Annals of tourism Research, 5(3), 314-322.
Ratanavaraha, V., Jomnonkwao, S., Khampirat, B., Watthanaklang, D., & Iamtrakul, P. (2016). The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach. Transport Policy, 45, 116-126.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European journal of marketing, 30(2), 19-30.
Rein, I., Kotler, P., & Haider, D. (1993). Marketing Places: Attracting Investment, Industry, and Tourism to Cities, States, and Nations.
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: Using customer equity to focus marketing strategy. Journal of Marketing, 68(1), 109-127.
Tjiptono, F. (2004). Manajemen jasa: Yogyakarta: Andi.
Truong, T.-H., & Foster, D. (2006). Using HOLSAT to evaluate tourist satisfaction at destinations: The case of Australian holidaymakers in Vietnam. Tourism management, 27(5), 842-855.
Wallin Andreassen, T., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of service Industry management, 9(1), 7-23.
Wang, F., & Head, M. (2005). Consumer relationship marketing on the Internet: An overview and clarification of concepts. Marketing, 1, 1.
Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking sort/ice anlity, customer satisfaction, and behavioral intention. Journal of health care marketing, 9(4), 5-17.
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799-822.
Zhang, R., Li, G., Wang, Z., & Wang, H. (2016). Relationship value based on customer equity influences on online group-buying customer loyalty. Journal of Business Research, 69(9), 3820-3826.