{"id":"https://openalex.org/W98106733","doi":null,"title":"Pengaruh Pengorbanan Nasabah (Customers\u2019 Sacrifice) dan Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah (Studi pada Nasabah Funding BII Maybank Kantor Cabang Malang)","display_name":"Pengaruh Pengorbanan Nasabah (Customers\u2019 Sacrifice) dan Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah (Studi pada Nasabah Funding BII Maybank Kantor Cabang Malang)","publication_year":2014,"publication_date":"2014-01-07","ids":{"openalex":"https://openalex.org/W98106733","mag":"98106733"},"language":"id","primary_location":{"id":"pmh:oai:jurnaljam.ub.ac.id:article/9247","doi":null,"is_oa":true,"landing_page_url":"https://jurnaljam.ub.ac.id/index.php/jam/article/view/9247","pdf_url":null,"source":{"id":"https://openalex.org/S4210184757","display_name":"Jurnal Aplikasi Manajemen","issn_l":"1693-5241","issn":["1693-5241","2302-6332"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310314997","host_organization_name":"Brawijaya University","host_organization_lineage":["https://openalex.org/P4310314997"],"host_organization_lineage_names":["Brawijaya University"],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"1693-5241","raw_type":"info:eu-repo/semantics/article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://jurnaljam.ub.ac.id/index.php/jam/article/view/9247","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5002327639","display_name":"Catharina Aprilia Hellyani","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I177055848","display_name":"University of Brawijaya","ror":"https://ror.org/01wk3d929","country_code":"ID","type":"education","lineage":["https://openalex.org/I177055848"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Catharina Aprilia Hellyani","raw_affiliation_strings":["Program Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Program Magister Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang","institution_ids":["https://openalex.org/I177055848"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063231912","display_name":"Fatchur Rohman","orcid":"https://orcid.org/0000-0002-9270-603X","observed_orcids":["https://orcid.org/0000-0002-9270-603X"]},"institutions":[{"id":"https://openalex.org/I177055848","display_name":"University of Brawijaya","ror":"https://ror.org/01wk3d929","country_code":"ID","type":"education","lineage":["https://openalex.org/I177055848"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Fatchur Rohman","raw_affiliation_strings":["Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang","institution_ids":["https://openalex.org/I177055848"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5009900528","display_name":"Andarwati Andarwati","orcid":"https://orcid.org/0009-0002-5961-7032","observed_orcids":["https://orcid.org/0009-0002-5961-7032","https://orcid.org/0009-0007-3914-0608"]},"institutions":[{"id":"https://openalex.org/I177055848","display_name":"University of Brawijaya","ror":"https://ror.org/01wk3d929","country_code":"ID","type":"education","lineage":["https://openalex.org/I177055848"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Andarwati","raw_affiliation_strings":["Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Program Pascasarjana Fakultas Ekonomi dan Bisnis Universitas Brawijaya Malang","institution_ids":["https://openalex.org/I177055848"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I177055848"],"apc_list":{"value":2000000,"currency":"IDR","value_usd":131},"apc_paid":{"value":2000000,"currency":"IDR","value_usd":131},"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"11","issue":"3","first_page":"458","last_page":"468"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0012000000569969416,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9789999723434448},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/banking-services","display_name":"banking services","score":0.765999972820282},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.36800000071525574}],"concepts":[{"id":"https://openalex.org/C100363876","wikidata":"https://www.wikidata.org/wiki/Q690661","display_name":"Nonprobability sampling","level":3,"score":0.8015873432159424},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7552648782730103},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7168657183647156},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7021847367286682},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6253650188446045},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.5901064872741699},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.546710729598999},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.47238683700561523},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4627845883369446},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.33815181255340576},{"id":"https://openalex.org/C2908647359","wikidata":"https://www.wikidata.org/wiki/Q2625603","display_name":"Population","level":2,"score":0.3353840112686157},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.05747556686401367},{"id":"https://openalex.org/C149923435","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demography","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:jurnaljam.ub.ac.id:article/9247","doi":null,"is_oa":true,"landing_page_url":"https://jurnaljam.ub.ac.id/index.php/jam/article/view/9247","pdf_url":null,"source":{"id":"https://openalex.org/S4210184757","display_name":"Jurnal Aplikasi Manajemen","issn_l":"1693-5241","issn":["1693-5241","2302-6332"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310314997","host_organization_name":"Brawijaya University","host_organization_lineage":["https://openalex.org/P4310314997"],"host_organization_lineage_names":["Brawijaya University"],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"1693-5241","raw_type":"info:eu-repo/semantics/article"},{"id":"mag:98106733","doi":null,"is_oa":true,"landing_page_url":"http://repository.ub.ac.id/155725/","pdf_url":null,"source":{"id":"https://openalex.org/S4210184757","display_name":"Jurnal Aplikasi Manajemen","issn_l":"1693-5241","issn":["1693-5241","2302-6332"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310314997","host_organization_name":"Brawijaya University","host_organization_lineage":["https://openalex.org/P4310314997"],"host_organization_lineage_names":["Brawijaya University"],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Jurnal Aplikasi Manajemen","raw_type":null}],"best_oa_location":{"id":"pmh:oai:jurnaljam.ub.ac.id:article/9247","doi":null,"is_oa":true,"landing_page_url":"https://jurnaljam.ub.ac.id/index.php/jam/article/view/9247","pdf_url":null,"source":{"id":"https://openalex.org/S4210184757","display_name":"Jurnal Aplikasi Manajemen","issn_l":"1693-5241","issn":["1693-5241","2302-6332"],"is_oa":true,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/P4310314997","host_organization_name":"Brawijaya University","host_organization_lineage":["https://openalex.org/P4310314997"],"host_organization_lineage_names":["Brawijaya University"],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"1693-5241","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":24,"referenced_works":["https://openalex.org/W238030176","https://openalex.org/W593898368","https://openalex.org/W1508352172","https://openalex.org/W1583419215","https://openalex.org/W1596102022","https://openalex.org/W1906405305","https://openalex.org/W1981248164","https://openalex.org/W1982738592","https://openalex.org/W1983883977","https://openalex.org/W2002843259","https://openalex.org/W2026368098","https://openalex.org/W2046752514","https://openalex.org/W2059284263","https://openalex.org/W2061118667","https://openalex.org/W2070054856","https://openalex.org/W2070125111","https://openalex.org/W2077627952","https://openalex.org/W2086642814","https://openalex.org/W2089544520","https://openalex.org/W2120523603","https://openalex.org/W2122689609","https://openalex.org/W2792367980","https://openalex.org/W2799071688","https://openalex.org/W3183226922"],"related_works":["https://openalex.org/W3182726134","https://openalex.org/W7004972410","https://openalex.org/W2585812628","https://openalex.org/W3211414771","https://openalex.org/W2049720522","https://openalex.org/W7005023871","https://openalex.org/W2788541796","https://openalex.org/W4289746051","https://openalex.org/W7023677683","https://openalex.org/W4248018088"],"abstract_inverted_index":{"This":[0],"research":[1,57,88,137,145],"aims":[2],"to":[3,60],"examine":[4],"and":[5,106,164,175],"confirm":[6],"empirical":[7],"evidence":[8],"on:":[9],"(1)":[10,148],"the":[11,25,39,53,99],"impact":[12,26,40,155,166,177],"of":[13,27,41,55,114,143],"Customer":[14,17,31,42,45,149,157,168,171,179],"Sacrifice":[15,150],"towards":[16,30],"Satisfaction":[18,32,43,172],"on":[19,33,47,156,167,178],"BII":[20,34,48,64,91],"Maybank":[21,35,49,65,92],"Malang":[22,36,50,69,93],"Branch.":[23,37,51],"(2)":[24,159],"Service":[28,160],"Quality":[29,161],"(3)":[38,170],"toward":[44],"Loyalty":[46],"Practically,":[52],"results":[54],"this":[56,136,144],"are":[58,121],"expected":[59],"be":[61],"usable":[62],"for":[63,101],"management":[66],"particularly":[67],"in":[68,76,135],"Branch":[70],"as":[71,128],"a":[72],"guidance":[73],"or":[74,81],"reference":[75],"making":[77],"banking":[78],"services":[79],"policy":[80],"program":[82],"innovations":[83],"that":[84,96],"attract":[85],"customers.":[86],"The":[87,112,119,141],"population":[89],"is":[90,116,138],"Branch's":[94],"customers":[95],"have":[97,108],"joined":[98],"bank":[100],"at":[102],"least":[103],"1":[104],"year":[105],"still":[107],"an":[109],"active":[110],"account.":[111],"number":[113],"sample":[115],"80":[117],"respondents.":[118],"respondents":[120],"chosen":[122],"by":[123],"using":[124],"nonprobability":[125],"sampling":[126,130],"called":[127],"purposive":[129],"technique.":[131],"Method":[132],"analysis":[133],"used":[134],"GSCA":[139],"analysis.":[140],"result":[142],"indicates":[146],"that:":[147],"has":[151,162,173],"negative":[152],"but":[153],"significant":[154,165,176],"Satisfaction.":[158,169],"positive":[163,174],"Loyalty.":[180]},"counts_by_year":[],"updated_date":"2026-11-08T12:12:28.789561","created_date":"2016-06-24T00:00:00"}