Professional Documents
Culture Documents
DAFTAR PUSTAKA
Akhtar, 2011, Determinants of Service Quality and Their Relationship with
Behavioural Outcomes : Empirical Study of the Private Commercial Banks in
Bangladesh, International Journal Of Business And Management, 6(11),
November, ISSN 1833-3850, E-ISSN 1833-8119.
Assauri, Sofyan, 2003, Manajemen Pemasaran Jasa, Jilid 1, Jakarta : PT. Gramedia
Pustaka Utama
Babin, Barry J., Yong Ki Lee, Eun Jun Kim and Mitch Griffin, 2005, Modeling
Consumer Satisfactionand Word of mouth : Restaurant Patronage in Korea,
Journal Of Service Marketing, 19, 133 139.
Boulding, W., Kalra, A., Staelin, R., and Zeitharal, V.A. 1993. A dynamic
processmodel of service quality: from expectations to behavioral intentions,
Journal of Marketing Research, 30, 7-27.
Brady, M.K and Robertson, C.J. 2001. Searching For A Consensus On Theantecedent
Role Of Service Quality And Satisfaction: An Exploratory Crossnational Study.
Journal of Business Research, 51, 53 - 60.
Brown et al, 2005, Spreading the Word : Investigating Antecendents Of Consumers
Positive Word Of Mouth Intentions And Behaviors In A Retailing Context,
Journal of the Academy of Marketing Science, April, 33 (2),123-138.
Chitty, et al., 2007, An application of the ECSI model as a predictor of satisfaction
and loyalty for backpacker hostels, Journal Marketing Intelligence &
Planning,25 (6).
Esmailpour, Majid, Zadeh, Manije Bahraini, Hosein, Effat Haji, 2012, The Influence
of Service Quality on Customer Satisfaction: Customers of Boushehr Bank
Sepah as a Case Study, Interdisciplinary Journal Of Contemporary Research In
Business, January, 3 (9), 1149-1159.
Fathoni, Abdurrahmat, 2006, Metodologi Penelitian & Teknik Penyusunan Skripsi,
Jakarta : PT. Rineka Cipta
Ferdinand, Augusty, 2002, Structural Equation Modelling dalam Penelitian
Manajemen. Semarang : FE Universitas Diponegoro.
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Setyawati, Indah, 2009, Analisis Pengaruh Kualitas Layanan Dan Kepuasan Pasien
Terhadap Words Of Mouth (Studi pada Pasien Rawat Jalan RS. Bhakti Wira
Tamtama Semarang) :Tesis tidak ditebitkan, Semarang : Program Studi
Magister Manajemen Universitas Diponogoro.
Sharma, N, and Patterson, P.G., 1999, The Impact of Communication Effectiveness
and Service Quality on Relationship Commitment in Consumer, Professional
Service, Journal of Servive Marketing, 13, 151-164
Solimun, 2011, Penguatan Confirmatory Research : Aplikasi Analisis Multivariat,
Malang : FMIPA Universitas Brawijaya.
Sugiyono, 2007, Metode Penelitian Administrasi, Cetakan Ke-15, Bandung :
Alfabeta.
Sugiyono, 2008, Metode Penelitian Bisnis (Pendekatan Kuantitatif, Kualitatif, dan
R&D), Bandung : Alfabeta.
Sumanto, 2014, Teori Dan Aplikasi Metode Penelitian, Yogyakarta : Penerbit
Yogyakarta CAPS.
Suprapti, N. W. S., 2010, Perilaku Konsumen : Pemahaman Dasar dan Aplikasinya
Dalam Strategi Pemasaran, Denpasar : Udayana University Press.
Swan, John E. and Richard L. Oliver, 1989, Post-purchase Communications by
Consumers, Journal of Retailing. 65 (4), 516-53.3.
Tang, W., 2007, Impact Of Corporate Image And Corporate Reputation On Customer
Loyalty : A Review, Management Science and Engineering, 1(2).
Thurau, Thorsnten Hennig, Kevin, P. Gwinner, Dwayne D. Greimer, 2003,
Understanding Relationship Marketing Outcomes: An Integration Of Benefits
And Relationship Quality, Journal Of Service Research, 4(3), 230-247.
Tjiptono, Fandi, 1996, Pemasaran Jasa, Malang : Bayumedia Publishing.
Tjiptono dan Chandra, 2007, Service Quality and Satisfaction, Edisi 2, Yogyakarta :
Penerbit Andi.
Tjiptono, Fandy, 2008, Strategi Bisnis Pemasaran, Yogyakarta : Penerbit Andi.
202
Trarintya, Mirah Ayu Putri, 2011, Pengaruh Kualitas Pelayanan Terhadap Kepuasan
dan Word Of Mouth (Studi Kasus Pasien Rawat Jalan Di Wing Amerta RSUP
Sanglah Denpasar) : Tesis tidak diterbitkan, Denpasar : Program Pasca Sarjana
Universitas Udayana
Triguno, 1997, Budaya Kerja Menciptakan Lingkungan Kondusif
Meningkatkan Produktivitas Kerja, Jakarta : Golden Terayon Press.
untuk
Umar, Husein, 2010, Riset Pemasaran dan Perilaku Konsumen. Cetakan Kelima,
Jakarta : Business Research Center.
Vandaliza, Vivied, 2007,Studi Mengenai Kepuasan Pelanggan Sebagai Langkah
Strategik Dalam Membangun Minat Mereferensikan (Studi Kasus pada
Nasabah PT. Setia Karib
Abadi Semarang) :Tesis tidak diterbitkan,
Semarang : Program Studi Magister Manajaemen Program Pasca Sarjana
Universitas Diponegoro.
Van, R.J., 1997, Deriving An Operational Measure Of Corporate Identity, European
Journal of Marketing, 31(5), 410-22.
Wijayanti, Ari, 2008, Strategi Meningkatkan Loyalitas Melalui Kepuasan Pelanggan
(Studi
Kasus : Produk Kartu Prabayar Mentari Indosat Wilayah
Semarang) :Tesis tidak diterbitkan, Semarang : Program Magister Manajemen
UniversitasDiponegoro.
Wirtz, J and Chew, P., 2002, The Effects of Incentives, Deal Proneness,Satisfaction
and Tie Strength on Word Of Mouth Behaviour. International Journal of
Service Industry Management, 13 (2), 141 162.
Ying, Lai Hao, and Chung, Cindy, M.Y., 2007, The Effects Of Single Message
Single Source Mixed Word Of Mouth On Product Attitude And Purchase
Intention, Asia Pacific Journal of Marketing and Logistics , January, 19 (1) : 7586.
Yong, Lam Siew., Bojei, Jamil., 2011, Effects Of Technical Quality, Functional
Quality And Satisfaction On Trust, IBBM.
Yu, H., Zheng, D., Zhao, B. Y., & Zheng, W., 2008, Understanding User Behavior In
Large-Scale Video-On-Demand Systems. In L. Song (Ed), Innovation
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Together : Microsoft Research Asia Academic Research Collaboration, 125147, New York : Springer
Yulandari, Ariefah, 2009, Analisis Pengaruh Kualitas Pelayanan GarudaIndonesia
Airways Terhadap Kepuasan Konsumen Di Kota Surakarta, Jurnal Bisnis Dan
Kewirausahaan, 2 (3), 170-110.
Zeithaml, et al., 2002, Service Marketing : Integrating Customer Fokus Across the
Firm. United Stated of America : International Edition Mc.Graw-Hill