DAFTAR
PUSTAKA
DARI KUALITAS, KUALITAS PRODUK,
PELAYANAN KONSEP HARGA, KEPUASAN KONSUMEN DAN LOYALITAS
Alma, Buchari. 2000. Manajemen Pemasaran dan Pemasaran
Jasa. Cetakan keempat.
Bandung: ALFABETA.
Assauri,
Sofian. (2003). Customer Service yang
Baik Landasan Pencapaian Customer Satisfaction dalam Usahawan. No. 01,
Tahun XXXII, Januari, hal 25-30 : Jakarta
Asri, Marwan (1991). Marketing.
Yogyakarta. UPP-AMP YKPN
Basu Swastha dan Irawan, 2001, Manajemen Pemasaran
Modern, Liberty, Yogyakarta
Bayhaqi,
yuzza (2006),”pengaruh kualitas layanan, dan keunggulan produk terhadap
kepuasan pelanggan: management anlysis,”journal
of diponegoro university, C4A005111
Bei,
Lien-Ti and Yu-Ching Chiao (2001). An integrated Model for Effects of Perceived Product, Perceived Service
Quality, Perceived Price Fairness on Consumer Satisfaction and Loyalty. Journal
of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Provo.
Boyd, Harper W. Jr., et.al. 2002. Marketing
Management. Fourth edition. New York:
McGraw-Hili.
Cooper R. G and E. J kleinschmidt (1987), “What Makes
a New Product a Winner:
Success
Factors at The Project Level”, R & D Management, 175-189
D.A. Garvin, 1994,
Kualitas Produk : Alat Strategi Yang Penting, Free Press
Dharmmesta,
Basu Swastha (1999), “Loyalitas Pelanggan : Sebuah Kajian Konseptual Sebagai
Panduan Bagi Peneliti,” Jurnal Ekonomi dan Bisnis Indonesia, Vol.14, No 3
Durianto,
Darmadi, Sugiarto, Anton Wachidin Widjaja, dan Hendrawan Supratikno. (2003).
Invasi
Pasar dengan Iklan yang Efektif. Jakarta: PT.Gramedia Pustaka Utama.
Dutka, Alan, 1994. AMA Hand Book for Customer
Satisfaction. NTC Business Book,
Lincolnwood,
Illinois.
Engel, James F., et.al. 1994. Consumer Behavior. DiteIjemahkan
oleh F.X. Budiyanto.
Perilaku Konsumen.
Edisi
keenam. Cetakan pertama. Jilid II. Jakarta: Binarupa Aksara.
Fandy Tjiptono,
1997. Total Quality Service, Gramedia, Yogyakarta
Fandy Tjiptono,
2002, Strategi Pemasaran, Andy Offset, Yogyakarta
Fornel (1992), “A National Customer Satisfaction Barometer,”The Swedish
Experience, Journal Marketing
Gagliano, et.al. 1994. "Customer Expectations and
Perceptions of Service Quality in Retail
Apparel Speciality
Stores". Journal of Service Marketing. Vol. 8, NO.1.
Garvin, David, "Managing Quality", di dalam
Nasution, M.N. 2001. Manajemen Alutu
Terpadu (Fotal
Quality Management). Jakarta: Ghalia Indonesia
Gasperz, V, (1997), Manajemen Kualitas: Penerapan
Konsep-Konsep Kualitas dalam
Manajemen Bisnis
Total, Penerbit PT Gramedia Pustaka Utama,Jakarta.
Gefen,
David (2002),”Customer Loyalty in E-Commerce,”Journal of the Association for
Information Systems, Volume 3
Ghozali, Imam (2005). Aplikasi
Analisis Multivariate dengan Program SPSS. Semarang :
Badan Penerbit
Universitas Dipenogoro
Goetsch, David L. dan Stanley B. Davis. 2002. Total
Quality Management, diterjemahkan
oleh Benyamin
Molan. Total Kualitas Mana:iemen. Jakarta: Prenhallindo.-
Griffin, Jill (2003). Customer
Loyalty. Jakarta : Erlangga
Hair,J.F.,Anderson,
R.E.,Tatham,R.L.,and Black, W.C.(1995), Multivariate Data Analysis with Readings,
(Fourth ed.), Prentice Hall: New Jersey
Hellier,
Philip K; Geursen, Gus M; Carr, Rodney A; Rickard, John A (2003), “Customer
Repurchase Intention
A General Structural Equation Model,” European Journal of Marketing, Vol.37, No 11/12
Hoffman, K. Douglas, dan John E.G. Bateson. 1997. Essentials
of ServiceMarketing Florida:
the Dryden Press.
Hutabarat, Jemsly. 1997. "Visi Kualitas Jasa
Membahagiakan Pelanggan: KunciSukses
Bisnis Jasa".
Usahawan. Jakarta: No. 05/XXVI. Mei.
Irawan D., Handi. 2002. Sepuluh Prinsip Keputusan Pelanggan.
Cetakan pertama. Jakarta:
Elexmedia
Komputindo.
James (2006). Managing
Quality Customer Service. Yogyakarta : Universitas Sanata Dharma
Jeannet, Jean-Pierre dan H. David Hennessey. 1998. Glohal
Marketing Strategies. Fourth
edition. New York:
Houghton Mifflin.
John C Mowen dan Michael Minor, 1994, Perilaku Konsumen,
Binarupa Aksara,Jakarta
Julianto. heppy. 2000. "Mcngukur Kcpuasan
Pelanggan". Afanajemen. Jakarta: No. 138.
Februari.
Juran. Joseph M. 1993. Quality Planning and Analysis. Third
edition. New York: McGraw-
Hill.
Juran. Joseph M. 1995. Juran on Quality By Design. DiteIjemahkan
oleh Bambang hartono
\perancang Mutu. Jakarta: Pustaka
Binaman Pressindo.
Kadampully
Jay dan Dwi Suhartanto. 2000. Customer
Loyalty in the Hotel Industry, the Role of Customer Satisfaction and Image
International Jurnal of Contemporary Hospitality Management. Vol 1216,p.349
Keni. 2000. "Pentingnya Pengukuran Kepuasan
Pelanggan Bagi Perusahaan", Jurnal
Manajemen, Jakarta: Fakultas
Ekonomi Universitas Tarumanegara, Tahun IV/02, Juni.
Koskela,
Heikki (2002),” Customer Satisfaction and Loyalty in After Sales Service: Modes
of Care in Telecommunications Systems Delivery,” HUT Industrial Management and
Work and Organizational Psychology, Report No 21
Kotler, Philip, (1997), Marketing Management: Analysis,
Planning, Implementation, and
Control, 9th Ed.,
Englewood Cliffs, NJ: Prentice Hall, Inc.
Kotler Philip, 2000. Marketing Management: Analysis, Planning,
Implementation and
Control. Prentice Hall Int,
Inc., Millenium Edition, Englewood Cliffs, New Jersey.
Kotler, Philip. Gary Amstrong.
(2001). Dasar–dasar Pemasaran. Edisi
Kesembilan: Jilid
Satu. Jakarta : PT
Indeks.
Kotler,
Philip (2003). Manajemen Pemasaran. Jakarta. PT. Indeks kelompok
Gramedia
Kraajewski, L.J. and Ritzman, L.P, (1996), Operations
Management: Strategy and Analysis,
Fourth Edition,
Addison-Wesley publishing Company: Massachusetts.
Loveock, Christoper, (1988), Managing Service: Marketing,
Operations and Human
Resources, London:
Prentice Hall Int Inc.
Lupiyado,
Rambat (2001), Manajemen Pemasaran Jasa (Teori dan Praktik). Jakarta. PT
Salemba Emban Patria
Maharsi, Petrus. 1994. "Strategi Kualitas Produk
menurut Konsep Pemasaran Strategis",
Teknis, Semarang: Majalah
Politeknik Universitas Diponegoro, Vol. 9, No. 16.
Mital, Vikas, William T. Ross and Patrick M Baldasare,
1998, “The Asymetric Impact of
Negative and
Positive Attribute Level Performance on Overall Satisfaction and Repurchase
Intentions,” Journal of Marketing, vol.62,pp.33-47.
Nasution, M.N. 2001. Afanajemen Mutu Terpadu (Fotal
Quality Management),Jakarta:
Ghalia Indonesia.
Novandri,
made.sn (2010),”pengaruh kualitas produk, harga dan iklan terhadap keputusan
pembelian: management analysis.” Journal
of diponegoro university, C2A604072
Nugroho J Setiadi, 2003, Perilaku Konsumen : Konsep dan
Implikasi Untuk Strategi dan
Penelitian Bisnis
Pemasaran, Prenada Media, Jakarta
Nurlela, handayani
(2004),” Kualitas Produk. Kualitas Pelayanan dan Kepuasan
Konsumen.”
Jurnal manajemen. vol II no 2
Parasuraman
A, Zeithaml, Valerie A, Berry, Leonard L (1985), “A Conceptual Model of Service
Quality and its Implications for Future Research,” Journal of Marketing, Vol 49
Parasuraman, A, V.A. Zeithami and L.L Berry, 1988, “ A
Multiple-Item Scale forMeasuring
Consumer Consumer
Perceptions of Service Quality,”Journal of Retailing,
vol.64,p.1240
Philip Kotler dan Gary Amstrong, 1997, Prinsip-Prinsip
Pemasaran, Erlangga, Jakarta
Rangkuti, Freddy (1996). Riset
Pemasaran. Jakarta : PT Gramedia Pustaka Utama
Rahim,
Osman, T. Ramayah. (2010). “Service
Quality, Customer Satisfaction, and Loyalty: A Test of Mediation”. Journal Of International Business Research.
Rambat
Lupiyoadi, Manajemen Pemasaran Jasa Teori
dan Praktik, Salemba Empat, Jakarta, 2001.
Reeves,
Carol A; Bednar, David A (1994), “Defining Quality: Alternatives and
Implications,” Academy of Management Review, Vol.19, No 3
Samuel, hatane. Foedjiawati (2005), “Kepuasan Konsumen
Terhadap Kesetian Merek.”
Jurnal
manajemen & kewirausahaan, VOL. 7, NO. 1.
74-82
Santoso,
Singgih dan Fandy Tjiptono (2004). Riset Pemasaran. Jakarta : PT
ElexMedia Komputindo
Sconberger, J.R. dan Knod, M.E, (1997), Operations
Management Customer Fokused
Principles, Sixth
Edition, IRWIN, Chicago.
Selnes, Fred, 1993, “An Examination of the Effect of
Product Performance on Brand
Reputation,
Satisfaction and Loyalty,” European Journal of Marketing 27 (9), 19-35
Sentono, Suyadi Prawito. 2001.Manajemen Operasi
Analisis dan StudiKasusJakarta: Bumi
Aksara.
Sivadas, Eugene;
Baker-Prewitt, Jamie L (2000),”An examination of the relationship between
service quality, customer satisfaction, and store loyalty”, International
Journal of Retail & Distribution Management, Volume 28 . Number 2
Soderlund,
M (1998), “Customer Satisfaction And Its Consequences On Customer Behaviour
Revisited,” International Journal of Services Industries Management, Vol.9, No
2
Taguchi, G, (1987), System of Experimental Design, (Vol.
1-2), UNIPUB/Kraus
International
Publication, N.Y: White Plains.
Tjiptono, Fandy; Chandra,
Gregorius (1998), Service,
Quality, Satisfaction, Penerbit Andi Yogyakarta
Tse. O.K., dan P.e. Wilton. 1988. "Models of
Consumer Satisfaction Formation:
AnExtention".
Journal of Marketing Research. Vol. 25. May.
Umar, Husein. 1997. Metodelogi Penelitian Aplikasi
dalam Pemasaran. Jakarta: Gramedia.
Umar,
Husein (2002). Riset Pemasaran dan Perilaku Konsumen. Jakarta : PT
Gramedia
Pustaka
Utama
Yazid ( 2001) Pemasaran Jasa Konsep dan
Implementasi. Cetakan II Yogyakarta : Ekonisia
FE UII
Yamit,
Zulian. (2005). Manajemen Kualitas Produk
dan Jasa. Edisi Pertama, Cetakan Keempat, Penerbit Ekonisia, Kampus
Fakultas Ekonomi UII Yogyakarta.
Wijayanti, ari.
(2008).”Strategi meningkatkan loyalitas melalui kepuasan pelanggan
:management
analysis.” Journal of diponegoro university,
Zeithami, Valerie A, 1987, “Defining and Relaying Price,
Perceived Quality, and Perceived
Value,” Marketing
Science, Institute, Cambridge, MA Report No.87-101
Zeithami,
Valerie A, (1988), “Consumer Perceptions of Price, Quality and Value: A Means
End Model and Synthesis of Evidence,” Journal of Marketing, Vol 52 July.
Zeithaml, et.al. (1990).
Delivering Quality Service. New York: Free Press.
Zeithaml,
Valarie A. Mry Jo Bitner. (2000). Services
Marketing: Integrating Customer Focus Across The Firm, Second Edition Hill.
. New York: McGraw
Zhang,
Qingyu (2001), “Quality Dimensions, Perspectives and Practices: A Mapping
Analysis,” International Journal of Quality & Reliability Management, Vol
18 No 7