Waworuntu, Bob, author
Dasar-dasar ketrampilan melayani nasabah bank
Gramedia Pustaka Utama, 1997
 Buku Teks
Ismiarti, author
Analisis benchmarking Danamon acces center pada PT. Bank Danamon Indonesia Tbk terhadap phonebanking bank HSBC = Benchmarking analysis of Danamon acces center at PT. Bank Danamon Tbk against the HSBC bank's phonebanking
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2004
 UI - Tesis Membership
Silalahi, Janrivai Adiman, author
Pengukuran kualitas pelayanan bank dengan menggunakan metode servqual = The quality measurement of bank service by using servqual methods
Fakultas Teknik Universitas Indonesia, 2016
 UI - Skripsi Membership
Oka A. Yoeti, author
Kiat melayani nasabah bank
Infobank, 1997
 Buku Teks
Setiyo Utomo, author
Analisis kepuasan pelayanan nasabah Bank Rakyat Indonesia (BRI) di sektor kredit mikro dan pengaruhnya terhadap loyalitas pelaku UMKM = Analysis satisfaction of service of micro client Bank Rakyat Indonesia (BRI) credit sector and its influence to loyalties perpetrator take care microly, medium and small
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2006
 UI - Tesis Membership
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