Publikasi

Abdillah, W., & Hartono, J. (2015). Partial Least Square (PLS)- Alternative Structural Equation Modeling (SEM). Yogyakarta: ANDI.

Adeniran, I. A., Abhulimen, A. O., Obiki-Osafiele, A. N., Osundare, O. S., Agu, E. E., & Efunniyi, C. P. (2024). Data-Driven approaches to improve customer experience in banking: Techniques and outcomes. International Journal of Management & Entrepreneurship Research. https://doi.org/10.51594/ijmer.v6i8.1467

Alam, M. S., Rabbani, M. R., Tausif, M. R., & Abey, J. (2021). Banks’ performance and economic growth in India: A panel cointegration analysis. Economies, 9(1). https://doi.org/10.3390/economies9010038

Albarq, A. (2023). The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust. Administrative Sciences. https://doi.org/10.3390/admsci13030090

Amelia, R., Supeni, R. E., & Setianingsih, W. E. (2024). THE EFFECT OF CUSTOMER SATISFACTION, BARRIERS TO SWITCHING, AND CUSTOMER TRUST ON CUSTOMER RETENTION AT HERDACAKE BAKERY, PUGER JEMBER DISTRICT. Jurnal Comparative: Ekonomi Dan Bisnis, 6(4), 673. https://doi.org/10.31000/combis.v6i4.12187

Ann G. Quijano, R., & Floyd Schneider, S. (2023). Focusing on Key Customers and Customer Knowledge Management as Predictors of Customer Satisfaction among Graduating Students of UMTC. International Journal of Research Publications, 125(1). https://doi.org/10.47119/ijrp1001251520234942

Anos, C. (2024). Examining the Nexus Between Customer Engagement and Satisfaction: Evidence from A Selected Retail Bank in South Africa. International Journal of Business & Management Studies. https://doi.org/10.56734/ijbms.v5n8a7

Aprilianto, B., Manajemen, P., Ekonomi, F., & Sarjanawiyata Tamansiswa, U. (2022). Pengaruh Commitment, Trust terhadap Customer Satisfaction dan Customer Loyalty (Studi Kasus Pada Bento Kopi Yogyakarta) Henny Welsa (2) Ida Bagus Nyoman Udayana (3) (1)(2)(3). 4(1), 1–11. https://doi.org/10.32795/widyamanajemen.v4i1

Cahaya, Y. F., Sungkono, S., Suharyanto, S., Saripudin, S., Siswanti, I., & Prasetyo, J. (2024). Determinants of Banking Customer Loyalty in Indonesia. ABAC Journal. https://doi.org/10.59865/abacj.2024.52

Cardoso, A., Gabriel, M., Figueiredo, J., Oliveira, I., Rêgo, R., Silva, R., Oliveira, M., & Meirinhos, G. (2022). Trust and Loyalty in Building the Brand Relationship with the Customer: Empirical Analysis in a Retail Chain in Northern Brazil. Journal of Open Innovation: Technology, Market, and Complexity, 8(3). https://doi.org/10.3390/joitmc8030109

Dari, S. A. W. (2022). Jurnal ilmiah manajemen bisnis dan inovasi universitas sam ratulangi (jmbi unsrat) pengaruh pengelolaan hubungan pelanggan (customer relationship management), nilai yang dirasakan (. 9(3), 1186–1202.

Dedi, R., & Rianto Rahadi, D. (2023). PENGANTAR PARTIAL LEAST SQUARES STRUCTURAL EQUATION MODEL(PLS-SEM) 2023.

Endah Ramadhani, M. (2023). FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUTUSAN NASABAH TERHADAP PEMILIHAN PRODUK CICIL EMAS DI PT. BSI CABANG PEMATANG SIANTAR. Ekonom: Jurnal Ekonomi Dan Bisnis, 3. file:///D:/Dokumen Kuliah/Skripsi/Artikel Latarbelakang/Milania2023.pdf

Fathul Muin, M., Ika Sari, M., & Puspita Dewi, I. S. (2023). The Effect Of Teller Service Excellence On Customer Satisfaction At PT. Bank Negara Indonesia (Persero), Tbk. Bondowoso Branch Office. Jurnal Ilmiah Multidisiplin, 2(10). www.m.merdeka.com

Fernandez, A. (2021). KONTRIBUSI EFEKTIVITAS KOMUNIKASI UNTUK  MENINGKATKAN  KEPERCAYAAN NASABAH. Jurnal Ekonomedia, 2.

Ghozali, I., & Latan, H. (2014). Partial Least Squares Konsep, Metode dan Aplikasi Menggunakan Program WARPPLS 4.0.

Gonu, E., Agyei, P. M., Richard, O. K., & Asare-Larbi, M. (2023). Customer orientation, service quality and customer satisfaction interplay in the banking sector: An emerging market perspective. Cogent Business and Management, 10(1). https://doi.org/10.1080/23311975.2022.2163797

Güne?, S. (2023). Extracting design knowledge from online product reviews to support design creativity. International Journal of Design Creativity and Innovation, 11, 273–293. https://doi.org/10.1080/21650349.2023.2260826

Hair, J., Hult, G. T. M., Ringle, C., Sarstedt, M., Danks, N., Ray, S., & St, C. (2022). Book Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. https://doi.org/10.1007/978-3-030-80519-7

Hasnin, E. A. H. (2025). The Impact of Online Apps Hotels, Customer Wellbeing and Customer Citizenship Behavior: A Mediating Role of Customer Intimacy. Journal of Ecohumanism. https://doi.org/10.62754/joe.v4i2.5913

Hendi, D., Rini, E. S., & Silalahi, A. S. (2022). The Influence of Integrated Marketing Communication, Brand Ambassador on Purchase Decisions through Brand Awareness, and Brand Image as Intervening Variables at Tokopedia in Medan City. International Journal of Research and Review, 9(4), 217–229. https://doi.org/10.52403/ijrr.20220427

Hosseini, M., Abdolvand, N., & Harandi, S. (2022). Two-dimensional analysis of customer behavior in traditional and electronic banking. Digital Business. https://doi.org/10.1016/j.digbus.2022.100030

Ilmia, A. (2022). PERSEPSI PELAKU USAHA TENTANG BANK SYARIAH SETELAH MERGER DAN PENGARUHNYA TERHADAP MINAT MENJADI NASABAH. Al-Masraf: Jurnal Lembaga Keuangan Dan Perbankan. https://doi.org/10.15548/al-masraf.v7i1.439

Joviando, J. (2022). The Effects of Overall Service Quality, Customer Value, Customer Trust, and Customer Satisfaction on Customer Loyalty in the Hotel Industry. Bisnis & Entrepreneurship, 16(2), 156–169. https://doi.org/10.55208/jebe

Khamborkar, A. (2024). The Impact of Service Quality on Customer Loyalty in the Banking Industry: A Study of Customer Satisfaction. International Journal of Science and Research (IJSR), 13(1), 941–945. https://doi.org/10.21275/sr24112111839

Koesworodjati, Y., Hedy, R., & Budiarti, S. (2023). JPPI (Jurnal Penelitian Pendidikan Indonesia) The effect of customer value and trust on customer satisfaction and its impact on customer loyalty-NC-SA license (https://creativecommons.org/licenses/by-nc-sa/4.0) Corresponding Author. 9(3), 1273–1280. https://doi.org/10.29210/0202312274

Kuswandi, D., Wulan Windu Ratih, S., Sahara, R., & Gunawan, B. H. (2022). THE DEVELOPMENT OF THE BANKING INDUSTRY IN THE DIGITAL ERA IN INDONESIA. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Akuntansi), 6(3), 2022.

Lestari, N. D. (2025). The Effect of Communication Effectiveness and Service Excellence in Achieving Customer Intimacy: Customer Knowledge as Moderating. KINERJA, 29(1), 1–20. https://doi.org/10.24002/kinerja.v29i1.8663

Liu, Q., Chan, K., & Chimhundu, R. (2024). From Customer Intimacy to Digital Customer Intimacy. Journal of Theoretical and Applied Electronic Commerce Research. https://doi.org/10.3390/jtaer19040164

Mulia, D., Usman, H., & Parwanto, N. B. (2021). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing, 12(6), 1097–1123. https://doi.org/10.1108/JIMA-09-2019-0190

Mustamin, A., & Nur, A. (2024a). BOOSTING CUSTOMER GROWTH: THE IMPACT OF SERVICE EXCELLENCE AND PRODUCT QUALITY AT BANK MUAMALAT KCP GOWA, SOUTH SULAWESI (Vol. 4, Issue 2). file:///D:/Dokumen Kuliah/Skripsi/Artikel Pendukung Variabel/Indikator SE terhadap CI 9(pokok).pdf

Mustamin, A., & Nur, A. (2024b). BOOSTING CUSTOMER GROWTH: THE IMPACT OF SERVICE EXCELLENCE AND PRODUCT QUALITY AT BANK MUAMALAT KCP GOWA, SOUTH SULAWESI (Vol. 4, Issue 2).

Nafiah, N., & Nugraha Pratama, A. A. (2021). Pengaruh Customer Intimacy, Promosi, dan Citra Merek Islam Terhadap Loyalitas Nasabah Bank Syariah Indonesia KCP Godean 3 dengan Kepuasan sebagai Variabel Intervening. Jurnal Transformatif (Islamic Studies), 5(2), 177–190. https://doi.org/10.23971/tf.v5i2.3182

Nawawi, K., & Kartika, T. (2024). DRIVING CUSTOMER SATISFACTION THROUGH PRODUCT QUALITY, SERVICE EXCELLENCE, AND EMPLOYEE PERFORMANCE: INSIGHTS FROM BSI BOGOR. In Jurnal Ekonomi Islam (Vol. 15, Issue 1).

Nora, L. (2019a). Testing customer’s knowledge on customer intimacy and its impact on repurchase intention. VINE Journal of Information and Knowledge Management Systems, 49(4), 594–608. https://doi.org/10.1108/VJIKMS-03-2019-0041

Nora, L. (2019b). Trust, commitment, and customer knowledge: Clarifying relational commitments and linking them to repurchasing intentions. Management Decision, 57(11), 3134–3158. https://doi.org/10.1108/MD-10-2017-0923

Olufunke Anne Alabi, Funmilayo Aribidesi Ajayi, Chioma Ann Udeh, & Christianah Pelumi Efunniyi. (2024). The impact of workforce analytics on HR strategies for customer service excellence. World Journal of Advanced Research and Reviews, 23(3), 790–798. https://doi.org/10.30574/wjarr.2024.23.3.2718

Park, J., Yoo, J. W., Cho, Y., & Park, H. (2023). Examining the impact of service robot communication styles on customer intimacy following service failure. Journal of Retailing and Consumer Services, 75, 103511. https://doi.org/10.1016/j.jretconser.2023.103511

Puspitasari, A., & Febrianti, D. S. (2024). Analisis Pengaruh Efektivitas Komunikasi, Customer knowledge Dan Customer Relationship Management Terhadap Kepuasan Pelanggan. Jurnal Bisnis Mahasiswa, 4(2), 202–213. https://doi.org/10.60036/jbm.v4i2.art9

Putri, S. E. (2022). The Effect of Mediation on Consumer Involvement and Intimacy on Trust and Loyalty at Bank Syariah Indonesia.

Redda, E., & Van Deventer, M. (2023). Retail Banking Service Quality and Customer Loyalty: The Role of Trust and Commitment as Mediators. International Review of Management and Marketing. https://doi.org/10.32479/irmm.14658

Resho, R., & Singh, N. P. (2025). Cultural Intelligence, Communication Effectiveness, Global Leadership, and Organizational Effectiveness: Insights from the Indian Hospitality Sector. Kinerja, 29(2), 234–255. https://doi.org/10.24002/kinerja.v29i2.10233

Rijal, R. (2024). Customers’ Perception on Banking Communication. KMC Journal. https://doi.org/10.3126/kmcj.v6i2.68902

Sanapang, G. M., Ardyan, E., & Christian, S. (2024). Understanding The Important Role of Online Customer Reviews in Social Commerce on Customer Trust and Impulse Buying. Review of Management and Entrepreneurship, 8(1), 70–84. https://doi.org/10.37715/rme.v8i1.4336

Sari, N. P. (2020). Student satisfaction assessment using Servqual approaches in receiving banking services. Jurnal Ekonomi Modernisasi, 15(3), 128–137. https://doi.org/10.21067/jem.v15i3.4005

Sembiring, M. S., Maghfirah, S., & Sembiring, R. (2023). Do customer knowledge and customer trust in IDIC affect bank customer retention? Evidence from Indonesia. Journal of Enterprise and Development (JED), 5(3), 2023.

Setiawan, A., Yuldinawati, L., & Sugiat, M. A. (2025). The Relationship Between Customer Relationship Management and Customer Loyalty and the Moderation of Customer Trust. Journal of Social Research, 4, 2074–2085. http://ijsr.internationaljournallabs.com/index.php/ijsr

Srivastava, M., Saini, G. K., Thanigan, J., & Motiani, M. (2025). Unlocking the nexus of internal brand knowledge, psychological contract, and employee brand identification: implications for customer-centric excellence. Journal of Product & Brand Management, 34(8), 1241–1257. https://doi.org/10.1108/JPBM-12-2024-5648

Tran, S. N., Pengelolaan, P., Pelanggan, H., Yang, K., Perceived, D., Kepuasan, D. A. N., & Batam, U. I. (2025). The Impact of Digital Communication on Customer Loyalty through the Relationship between Brand and Customer, and Customer Citizenship Behavior. International Review of Management and Marketing , 15(2), 77–84. https://doi.org/10.32479/irmm.17858

Treacy, M., & Wiersema, F. (1996). The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market. HarperCollins. https://books.google.co.id/books?id=nafzZEdZpb8C

Zahrawi, A., Khashashneh, S., & Althunibat, A. (2025). The impact of customer knowledge management on innovation capability and business performance: Evidence from Jordanian financial services. International Journal of Innovative Research and Scientific Studies. https://doi.org/10.53894/ijirss.v8i3.7401

Zaied, R. B., & Broeckelman-Post, M. A. (2025). A model for assessing communication course effectiveness during crisis: COVID-19 impacts on vulnerable student populations. Communication Education, 74(4), 353–377. https://doi.org/10.1080/03634523.2025.2520191

Zhao, X., Toronjo, H., Shaw, C. C., Murphy, A., & Taxman, F. S. (2022). Perceived communication effectiveness in implementation strategies: a measurement scale. Implementation Science Communications, 3(1). https://doi.org/10.1186/s43058-022-00284-4