Panjaitan, T. W. (2011) “Pengaruh Tangible, Reliability, Responsiveness, Assurance Dan Emphaty Terhadap Kepuasan Nasabah Bank Jabar Banten Di Surabaya”, BIP’s JURNAL BISNIS PERSPEKTIF, 3(1), pp. Hal 35 - 53. doi: 10.37477/bip.v3i1.295.