177

DAFTAR PUSTAKA

Adianti, Elsi. 2011. Pengaruh Penerapan Customer Relationship Management pada

Kepuasan dan Loyalitas Pelanggan PT. Teledata Indonesia. Tesis Magister

Manajemen Universitas Gadjah Mada.

Bitner, Mary Jo. 2002. Evaluating Service Encounters : The Effect of Physical

Surroundings and Employee Responses. Journal of Marketing, Vol 1.1 April

P.35.

Buttle, Francis . 2004 . Customer Relationship Management Concept and Tools .

Jakarta: Bayumedia Publishing.

Christopher, Martin, Payne A. dan Ballantyne. 2000. Relationship Marketing :

Bringing Quality, Customer Service and Marketing Together. Butterworth-

Heinemann Ltd :Oxford.

Cooper, Donald R. dan Schindler, Pamela S. 2006. Marketing Research. McGraw-

Hill Irwin.

Dillon, William R. and Matthew Goldstein. 1984. Multivariate Analysis: Methods

and Applications. New York: Wiley.

Erkrem, Erdogan. 2007. The Effect of Marketing Mid on Positif Word of Mouth

Communication : Evidence from Accounting Office in Turkey. Journal of

Innovative Marketing, Vol. 3. Maret p 69-82.

Ferdinand, A. 2002. Structural Equation Modeling dalam Penelitian Manajemen,

Edisi Kedua. Semarang : B.P. UNDIP.

178

Fornell, Claes and David F. Larker. 1981. Evaluating Structural Equation Models

with Unobservable Variables and Measurement Error. Journal of Marketing

Research 18 February, 39-50.

Ghazali, Imam. 2004. Model Persamaan Struktural : Konsep dan Aplikasi Dengan

Program AMOS 19.0. Semarang: Badan Penerbit Universitas Diponegoro.

Griffin, J. 2005. Customer Loyalty. Lexington Book. New York.

Hair, J.F., Jr., et.al. 1998. Multivariate Data Analysis 5th ed. Prentice-Hall Int’l.

Englewood Cliff. New Jersey.

Hermawan, Asep. 2009. Penelitian Bisnis Paradigma Kuantitatif. Jakarta : Grasindo.

Irawan, et al. 1996. Prinsip dan Kasus Pemasaran Edisi II. Yogyakarta : BPFE

UGM.

Irawan, Handi. 2002. 10 Prinsip Kepuasan Pelanggan. Jakarta : PT Elex Media

Komputindo.

Jones, Thomas, and W. Earl Sasser. 1994. Marketing 2nd edition. Mc Graw Hill Inc :

United States of America.

Joreskog, Karl G. dan D. Sorbom. 1996. LISREL 8: User’s Reference Guide.

Chicago Scientific Software International, Inc. Chicago.

Kanagal, Nagasimha. 2012. Role of Relationship Marketing in Competitive Marketing

Strategy. Journal of Management and Marketing Research.

Karadeniz, Mustafa. 2010. The Relationship Marketing Approach and Strategies in

Retailing Management to Constitute Costumer and Brand Loyalty. Journal of

Naval Science and Engineering Vol. 6 No. 1 (15-26).

179

Kartajaya, Hermawan. 2006. Hermawan Kartajaya on Selling. Bandung : PT Mizan.

Ketchen, David J. dan Donald D. Bergh. 2006. Research Methodology Strategy and

Management Volume 3. Elsevier : San Diego.

Keeagan, Warren. 1993. Manajemen Pemasaran Global Edisi Indonesia. Jakarta :

Prenhalindo.

Keegan, Warren J. 1995. Global Marketing Management.New Jersey: Prentice-Hall,

Inc.

Khosrow, Mehdi dan Pour. 2006. Emerging Trends and Challenges in Information

Technology Management. Idea Group Publishing. London.

Khrisna, Vascant. (2007). Sales and Distribution. New Delhi : Tata McGraw-Hill

Publishing Company Limited.

Kocoglu, Duygu. 2012. Customer Relationship Management and Customer Loyalty :

A Survey In The Sector of Banking. International Journal of Business and

Social Science Vol. 3 No. 3 February 2012.

Koontz, C. 2004. The Marketing Mix : Recipe for Customer Satisfaction. Journal

Marketing Library Services, Vol.18 No. 1 Januari/Februari.

Kotler and Armstrong. 2004. Principles of Marketing.10th ed.New Jersey: Prentice-

Hall, Inc.

Kotler, Philip dan Gary Amstrong. 2009. Manajemen Pemasaran Edisi Milenium

Jilid 1 dan 2. Prenhalindo.

Kotler, Philip. 2000. Marketing Management : Millenium Edition.New Jersey:

Prentice-Hall, Inc.

180

Kotler, Phillip dan Kevin Lane Keller. 2007. Marketing Management, 12th Edition.

Prenctice-Hall. New Jersey.

Lovelock, Christopher, Jochen Wirtz dan Hean Tat Keh. 2002. Services Marketing in

Asia : Managing People, Technology and Strategy. Prentice Hall : Singapore.

Lupiyoadi, Rambat dan A. Hamdani. 2006. Manajemen Pemasaran Jasa. Jakarta :

Salemba Empat.

Maguad, Ben A dan Robert M. Krone. 2012. Managing for Quality in Higher

Education. Ventus Publishing Aps. Frederiksberg.

McCharty, Perreault. 1990. Basic Marketing, A Managerial Approach 10th Edition.

Homewood : Illinois.

McDougall, Gordon H.G dan Terrace J. Levesque. 2000. Customer Satisfaction With

Services : Putting Perceived Value Into The Equation. Journal of Service

Marketing, Vol. 14 No.5 Hal 392-410.

Mulyawisdawati, Richa Angkita. 2011. Analisis Pengaruh Bauran Pemasaran

Terhadap Kepuasan dan Loyalitas Pelanggan Di Karita Muslim Square

Yogyakarta. Tesis Magister Manajemen Universitas Gadjah Mada.

Ndubisi, Nelson O., Naresh K. Malhotra, dan Chan Kok Wah. 2009. Relationship

Marketing, Customer Satisfaction, and Loyalty: A Theoretical and Empirical

Analysis From an Asian Perspective. Journal of International Customer

Marketing, 21: 5-16

181

Oliver, RL. 1997. A Cognitive Model of The Antecedents and Consequences of

Satisfaction Decisions. Journal of Marketing Research Vol. 17, No.4,

November, p.460-469.

Oliver, R.L. 1999. Whence Consumer Loyalty?. Journal of Marketing Vol. 63 p.33-

44.

Parasuraman, A. Zeithaml V.A dan Berry L.L. 1990. Delivering Quality Service. The

Free Press : New York.

Plaggenhoef, Wijnand van. 2007. Integration and Self Regulation of Quality

Management in Dutch Agri-food Supply Chains. Wageningen Academic

Publishers. Wageningen.

Rifhansyah. 2006. Pengaruh Persepesi Kualitas Produk, Persepsi Kualitas

Pelayanan dan Persepsi Kewajaran Harga Terhadap Kepuasan Pelanggan

dan Loyalitas Honda AHASS0504 Kawan Kita Yogyakarta. Tesis Magister

Manajemen Universitas Gadjah Mada.

Santoso, Singgih dan Fandy Tjiptono, 2001. Riset Pemasaran Konsep dan Aplikasi

dengan SPSS . Jakarta: PT Elex Media Komputindo.

Schiffman, Leon G. 2002. Psychology and Marketing. Wiley Periodicals, Inc

Shaker, T. Ismail dan Y. Asaldi Basem. 2010. Relationship Marketing and

Organizational Performance Indicator. European Journal of Social Sciences

Volume 12 No.4.

Shlens, Jon. 2003. A Tutorial on Principal Component Analysis Derivation,

Discussion and Singular Value Decomposition. Dalam

182

http://www.cs.princeton.edu/picasso/mats/PCA-Tutorial-Intuition_jp.pdf.

Diakses 5 Maret 2014 pukul 07.34 WIB.

Simamora, Bilson .2008 . Panduan Riset Perilaku Konsumen .Jakarta: PT Gramedia

Pustaka Utama.

Simamora, Bilson. 2001. Memenangkan Pasar dengan Pemasaran Efektif dan

Profitable. Jakarta : PT Gramedia Pustaka Utama.

Singarimbun, Masri. 1986. Metode Penelitian Survei. Jakarta: Penerbit LP3ES.

Sugiarto, dkk. 2001. Teknik Sampling.Jakarta: PT Gramedia Pustaka Utama.

Supranto, J. 2007. Statistik untuk Pemimpin Berwawasan Global Edisi 2. Jakarta :

Salemba Empat.

Susanto. 2001. Manajemen Pemasaran di Indonesia. Jakarta : Salemba Empat.

Tan, Felix. 2002. Advanced Topics in Global Information Management. Idea Group

Publishing. London.

Vellas, Francois. 2008. Pemasaran Pariwisata Internasional. Jakarta : Yayasan Obor

Indonesia Anggota IKAPI DKI.

Wardayanti, Chynthia. 2006. Analisis Pengaruh Pioneer-Status Sebuah Merek

terhadap Sikap Konsumen dalam Kategori Produk Vitamin C 500 mg. Jurnal

Manajemen Pemasaran, Volume 1, No.2 hal 16-30.

Widjaja, Bernard T. 2009. Lifestyle Marketing. Jakarta : PT Gramedia Pustaka

Utama.

Wijaya, Tony. 2009. Analisis Structural Equation Modeling Menggunakan AMOS.

Yogyakarta: Universitas Atma Jaya.

183

Wijayanto, Setyo H. 2008. Structural Equation Modeling dengan LISREL 8.8.

Yogyakarta : Graha Ilmu.

Winardi. 1993. Asas-asas Marketing. Bandung : PT Mandar Maju.

Winer, Russell S. 2001. A Framework for Customer Relationship Management.

Californian Management Review Volume 43 No. 4.

Yu, Yang dan Arisara Seyanont. 2012. Factors and Customer Satisfaction of Budget

Hotel Customers in China. Journal of Financial, Investment and

Administration. Volume 3 1st Edition.