xv DAFTAR PUSTAKA Abdullah T. (2012) Manajemen Pemasaran

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DAFTAR PUSTAKA
Abdullah T. (2012) Manajemen Pemasaran. Jakarta: Penerbit PT.Rajagrafindo
Persada
Alrubaiee, Laith ; Al-Nazer, Nahla (2010) Investigate The Impact of Relationship
Marketing Orientation on Customer Loyalty: The Customer’s Perspective.
International Journal of Marketing Studies 2.1 : 155-174
BUMN
(2011)
Beberapa
Pendekatan
Mengukur
Loyalitas
Konsumen.
http://www.bumn.go.id/ptpn5/galeri/beberapa-pendekatan-mengukur-loyalitaskonsumen/ Diakses tanggal 5 Desember 2012
Chan, Syafruddin (2003) Relationship Marketing. Jakarta: Penerbit PT.Gramedia
Pustaka utama.
Curtis, Tamilla; Abratt, Russell; Dion, Paul, Rhoades, Dawna (2012) Customer
Satisfaction, Loyalty, and Repurchase : Some Evidence from Apparel
Consumers. Review of Business 32.1 : 47-57
Griffin, Jill (2005) Customer Loyalty : How to keep it, How to earn eat. Edisi
Revisi. Bahasa Indonesia. Jakarta: Penerbit Erlangga
Hasouneh, Abdel Baset I; Alqeed, Marzouq Ayed. (2010) Measuring the
Effectiveness of E-mail Direct Marketing in Building Customer Relationship.
International Journal of Marketing Studies 2. 1: 48-64.
Irawan, Handi. (2002). 10 prinsip kepuasan pelanggan. Jakarta: Penerbit
Gramedia.
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Kotler and Armstrong (2001) Principles of Marketing 9th edition, Prentice Hall
Kotler and Armstrong (2009) Principles of Marketing 13th edition. Pearson
Kotler and Keller (2012) Marketing Management 14th edition, Pearson France.
Kotler, Philip and Armstrong (2003). Principle of Marketing. Pearson Education
Inc., New Jersey
Kotler, Philip dan Armstrong, Gary. (2001). Prinsip-prinsip Pemasaran. Edisi
kedelapan.Jakarta: Penerbit Erlangga.
Kotler, Philip, and Keller (2006) Marketing Management 12th edition. Prentice
hall: New Jersey
Kotler,Philip. (2005). Manajemen Pemasaran: Edisi 11. Jakarta: Penerbit PT
Ideks.
Kurtulus, Kemal; Nasir, Suphan. (2008) Integration of Comparison Level Theory
to Analyze the Relationship between Complaint Recovery Satisfaction and
Post-Complaint Consumer Responses. The Business Review, Cambridge 10.1:
344-348.
Lagrosen, Stefan (2005) Customer Involvement in New Product Development : A
Relationship Marketing Perspective ; European Journal of Innovation
Management 8.4 : 424-436
Lee, Ming-Shing; Hsiao, Huey-Der; Yang, Ming-Fen (2010) The Study of The
Relationships among Experiential Marketing, Service Quality, Customer
Satisfaction and Customer Loyalty. International Journal of Organizational
Innovation (online) 3.2 : 352-378
xvi
Liu, Chun-Chu; Hsieh, Wei-Ping; Tsai, Wen-Chia; Lin, Jin-Yu (2011) The Impact
of Relationship among Flexible Manufacturing Capability, Relationship
Marketing and Customer Satisfaction on Customer Loyalty – Semiconductor
Industry
in
Taiwan.
International
Conference
on
Innovation
and
Entrepreneurship (IE). Proceeding.
Marshall, Norman W. (2010) Commitment, Loyalty And Customer Lifetime
Value: Investigating The Relationships Among Key Determinants. Journal of
Business & Economics Research 8.8 : 67-84.
Rangkuti, Freddy (2002) Measuring Customer Satisfaction. Jakarta: Penerbit PT.
Gramedia Pustaka Utama.
Riduwan dan Kuncoro E.A. (2008). Cara Menggunakan dan Memakai Analisis
Jalur (Path Analysis). Bandung: Penerbit Alfabeta.
Robbins & Coulter (2010) Manajemen edisi Kesepuluh Jilid 1. Jakarta: Penerbit
Erlangga.
Sarjono H. dan Julianita W. (2011) SPSS vs LISREL: Sebuah Pengantar Aplikasi
Untuk Riset. Jakarta: Penerbit : Salemba Empat.
Setiawan. P.A. (2010) Analisis Pengaruh Relationship Marketing dan Kualitas
Pelanyanan Terhadap Nilai Pelanggan dan Dampaknya Pada Loyalitas
Pelanggan Pengguna Telkom Flexi (Studi Kasus : Plasa Telkom Bintaro).
Thesis S1. Universitas Bina Nusantara, Jakarta.
xvii
Siddiqi, Kazi Omar (2011) Interrelations between Service Quality Attributes,
Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in
Bangladesh. International Journal of Business and Management 6.3 : 12-36
Stevanus; Dianawati (2012) Analisis Pengaruh Kualitas Pelayanan dan
Relationship Marketing Terhadap Kepuasan Pelanggan Pada PT.Prolabelindo
di Jakarta. Thesis S1. Universitas Bina Nusantara, Jakarta.
Subagyo (2010) Marketing in Business, Penerbit: Mitra Wacana Media
Sumarwan U. (2012) Riset Pemasaran dan Konsumen. Bogor: Penerbit IPB Press
Sunyoto D. (2012) Dasar-dasar Manajemen Pemasaran. Penerbit: CAPS
Supranto J. (2002) Metode Riset, Aplikasinya dalam Pemasaran. Jakarta: Penerbit
Rineka Cipta.
Supranto. J. (2001). Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan
Pangsa Pasar. Jakarta: Penerbit Rineka Cipta.
Tax, Stephen S; Brown, Stephen W; Chandrashekaran, Murali (1998) Customer
evaluations of service complaint experiences: Implications for Relationship
Marketing. Journal of Marketing 62. 2: 60-76.
Terblanche, Nic S. (2007) Customer commitment to South African fast food
brands: An application of the Conversion Model. Management Dynamics 16.2:
2-15.
Tjiptono F. (2008) Service Management. Jakarta: Penerbit Andi
Tjiptono F. (2011) Manajemen & Strategi Merek. Jakarta: Penerbit Andi
xviii
Tjiptono, F dan Chandra, G. (2005). Service Quality & Satisfaction. Edisi2.
Jakarta: Penerbit Andi.
Tjiptono, Fandy.(2001). Strategi Pemasaran. Jakarta: Penerbit Andi.
U.S. Energy Information Administration (2012) http://www.eia.gov/. Diakses
tanggal 20 Juni 2012
Veronika V. (2012) Analisis Pengaruh Experiential Marketing dan Perceived
Quality Terhadap Brand Trust dan Dampaknya Terhadap Brand Loyalty
Produk La Tulipe Cosmetiques (Studi Kasus : Konter La Tulipe Cosmetiques).
Thesis S1. Universitas Bina Nusantara, Jakarta.
Vidianto. F. Dan Wijaya H. (2010) Analisis Perbedaan Nilai dan Tingkatan
Loyalitas Pelanggan Bisnis Dalam Menanggapi Relationship Marketing dan
Telemarketing. Thesis S1. Universitas Bina Nusantara, Jakarta.
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