DAFTAR PUSTAKA
Aaker, D.A. (1997), Manajemen Ekuitas Merek, Jakarta: Mitra Utama. Ahmad, K. (2005), Akuntansi Manajemen: Dasar-dasar Konsep Biaya dan Pengambilan Keputusan. Jakarta: PT. Raja Grafindo Persada. Andreassen, T.W., dan Lindestad, B. (1998), “Customer Loyalty and Complex Services: The Impact of Corporate Image on Quality, Customer Satisfaction and Loyalty for Customer with Varying Degrees of Service Expertise,” International Journal of Service Industry Management, Vol. 9, pp. 7-23 Andreassen, T.W. (1999), “What Drivers Customer Loyalty With Complaint Resolution ?,” Journal of Service Research, Vol. 1, No. 4, pp. 324-332. Andriana, D. (2008), Pengaruh Citra dan Kepuasan Konsumen Terhadap Loyalitas Konsumen London Beauty Center Yogyakarta, Tesis, Magister Manajemen Fakultas Ekonomika dan Bisnis, Universitas Gadjah Mada, Yogyakarta Arafat, W. (2006), Behind A Poweful Image, Yogyakarta: Andi Offset. Arikunto, S. (2006), Prosedur Penelitian: Suatu Pendekatan Praktik, Jakarta: PT. Rineka Cipta. Barich, H., dan Kotler, P. (1991), “A Framework for Marketing Image Management,” Sloan Management Review. pp. 94-104 Boone, L.E., dan David L.K. (2002), Pengantar Bisnis, Edisi 1, Terjemahan Fadrinsyah Anwar, Emil Salim, Kusnedi, , Jilid 2, Jakarta: Erlangga. Chung, K.H. (2014), “The Effects of CSR on Customer Satisfaction and Loyalty in China: The Moderating Role of Corporate Image,” Journal of Economics, Business and Management, Vol. 3, No. 5, pp. 542-547 Cooper, D.R., dan Schindler, P.S. (2006), Business Research Methods, 9th ed, New York: McGraw Hill. Crask, M.F., Richard J., Stout, Roy G. (1995), Marketing Research Principles and Applications, Englewood Cliffs, New Jersey: Prentice-Hall, Inc. Cronin, J.R., dan Taylor, S.A. (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, Vol.56, No.8, pp. 55-68 91
92
Departemen Kesehatan Republik Indonesia, (2006), Petunjuk Teknis Pelaksanaan Standar Pelayanan Kefarmasian di Apotek, Jakarta, Indonesia. Dharmmesta, B.S. (1998), Manajemen Pemasaran Modern, Edisi Ketiga, Yogyakarta: Liberty. Dharmmesta, B.S. (1999), “Loyalitas Pelanggan: Sebuah Kajian Konseptual Sebagai Panduan Bagi Peneliti,” Jurnal Ekonomi dan Bisnis Indonesia. Vol. 14, No. 3, hal. 73-88 Engle, J.F., Balckwell, R.D., dan Miniard. (1994), Consumer Behaviour, 6th ed, Chicago: Dryden Press. Fanani, H. (2010), Analisis Pengaruh Tentang Hubungan Faktor Lingkungan Internal dan Kepuasan Customer Apotek Kimia Farma 275, Tesis, Magister Manajemen Fakultas Farmasi, Universitas Gadjah Mada, Yogyakarta. Ghozali, I. (2006), Aplikasi Analisis Multivariate dengan Program SPSS, edisi IV, Semarang: Badan Penerbit Universitas Diponegoro. Hair, J.F. Anderson, R.E., Tatham, R.L. and Black, W.C. (1998). Multivariate Data Analysis with Readings, Upper Saddle River, NJ: Prentice Hall International, Inc. Hair, J.F. Black, W.,C., Babin, B.,J., Anderson, R.,E., dan Tatham, R.,L. (2006), Multivariate Data Analysis, 6th ed, Upper Saddle River, NJ: Prentice Hall International, Inc. Harahap, A.M. (2008), Laporan Praktek Kerja Profesi Apotek Kimia Farma 255 Medan, Program Pendidikan Profesi Apoteker Fakultas Farmasi, Universitas Sumatera Utara, Medan. Hart, A.E., dan Rosenberger, P.J. (2004), “The Effect of Corporate Image in the Formation of Customer Loyalty: An Australian Replication,” Australasian Marketing Journal, Vol. 12, No. 3, pp. 88-96 Hartini, Y.S., dan Sulasmono. (2007), Apotek ulasan beserta Naskah Peraturan Perundang Undangan, edisi revisi, Yogyakarta: Penerbit Universitas Sanata Dharma Heerden, V. C., dan Puth, G. (1995), “Factors that Determine the Corporate Image of South African Banking Institutions,” International Journal of Bank Marketing, Vol. 13, No. 3, pp. 12-17 Janie, D.N.A., (2013), Statistik Deskriptif dan regresi Linear Berganda Dengan SPSS. Semarang University Press. Diakses 6 Januari 2015 dari
93
http://digilib.usm.ac.id/files/disk1/4/gdl-usm--dyahnirmal-160-1-statistin.pdf Kotler, P. dan Amstrong, G. (2003), Manajemen Pemasaran, Jakarta: Salemba Empat. Kotler, P., and Keller, K. (2006), Marketing Management, 12th ed, Englewood Cliffs, New Jersey: Prentice Hall Inc. Kristina, A.S., (2005). “Analisis Pengaruh Kepercayaan Pengelola Apotik terhadap Pemasok maupun Tenaga Penjual dalam Membangun Kesetiaan Melalui Kepuasan Pengelola Apotik terhadap Pemasok.” Jurnal Sains Pemasaran Indonesia, Vol. IV, No. 3, pp. 13-17 Listiani, E. (2009), Pengelolaan Merek dan Reputasi, Modul 3 Signifikansi dan manfaat pengelolaan merek dan reputasi, Universitas Mercu Buana, Jakarta. Lovelock, C., dan Wright, L. (2002), Principles of Service Marketing and Management, 2nd ed, Upper Saddle River, New Jersey: Pearson Education International. Manullang, M. (2002). Dasar-Dasar Manajemen. Yogyakarta: UGM Press Mohammad, M., dan Awang, Z. (2009), “Building Corporate Image and Securing Student Loyalty in the Malaysian Higher Learning Industry,” The Journal of International Management Studies, Vol 4, No. 1, pp. 30-40 Mowen, J.C., dan Minor, M.S. (2001), Consumer Behaviour: A Framework, Singapore: Prentice Hall. Nguyen, N. dan Gaston, L. (2002), “Contact Personnel, Physical Environment and Perceived Corporate Image of Intangible Services by New Clients,” International Journal of Service Industry Management, Vol.13, pp. 242262 Pawito, dan Sardjono. (1994), Teori-Teori Komunikasi. Buku Pegangan Kuliah Fisipol Komunikasi Massa S1 Semester IV. Surakarta: Universitas Sebelas Maret PT. Kimia Farma. (2013), Laporan Tahunan PT. Kimia Farma Tahun 2013, http://www.kimiafarma.co.id/detail_pages_download.php?a=30, diakses tanggal 20 Juli 2014 Rosita, N.H., (2012), Analisis Regresi, diakses pada 6 Januari 2015, dari http://extraordinary.lecture.ub.ac.id./files/2012/12/Analisis-regresi.docx.
94
Sarwono, J. (2006), Metodologi Penelitian Kualitatif dan Kuantitatif, Yogyakarta: Graha Ilmu. Sarwono, J. dan Martadiredjo, T. (2008), Riset Bisnis Untuk Pengambilan Keputusan, Yogyakarta: Andi Offset. Scholastica, U. (2013), “Impact of Product Development and Innovation On Organisational Performance,” International Journal of Management and Sustainability, Vol. 12, No. 2, pp. 220-230 Sekaran, U. (2003), Research Methods for Business A Skill Building Approach, 3th ed, New York: John Willey & Sons, Inc. Shepherd, C.D., (1998). “Service Quality and The Sales Force: A Tools for Competitive Advantage”. Journal of Personal Selling and Sales Management, 3 (summer): 73-82. Solihin, I. (2009), Corporate Social Responsibility; From Charity to Sustainability, Jakarta: Salemba Empat. Sugiyono. (2006), Statistika untuk Penelitian, Bandung: Alfabeta. Supriyono. (2008), Analisis Pengaruh Kompetensi Tenaga Penjualan Dan Kualitas Jasa Logistik terhadap Loyalitas Pelanggan, Tesis dipublikasikan Magister Manajemen, Universitas Diponegoro, Semarang Susanto, A.B., (2007), Reputation Driven Corporate Social Responsibility: Pendekatan Strategic Management dalam CSR. Jakarta: The Jakarta Consulting Group. Sutisna. (2001). Perilaku Konsumen dan komunikasi Pemasaran. Bandung: PT. Remaja Rosdakarya. Sutojo, S. (2004), Membangun Citra Perusahaan, Jakarta: PT. Damar Mulia Pustaka. Tjiptono, F. (2002), Manajemen Pemasaran, Yogyakarta: Penerbit Andi. Usman, H. dan Akbar, R.P.S. (2008), Pengantar Statistika, Ed. 2, Jakarta: Bumi Aksara. Virvilaite, R. (2009), “The Relationship between Price and Loyalty in Service Industry,” Inzinerine Ekonomika-Engineering Economics, Vol.3, pp. 96104
95
Weiwei, T. (2007), “Impact Of Corporate Image and Corporate Reputation on Customer Loyalty: A Review,” International Journal of Management Science and Engineering, Vol. 1, No. 2, pp. 57-62 Yuliana, Y. (2007), Analisis Pengaruh Dimensi Kualitas Jasa Pada Loyalitas Pelanggan, Tesis, Magister Manajemen Fakultas Ekonomika dan Bisnis, Universitas Gadjah Mada, Yogyakarta Yuliastanti, A. (2007), Ditopang Jaringan Apotek Modern, http://www.majalahfarmacia.com/rubrik/one_news.asp?IDNews=550, diakses tanggal 24 November 2010 Zeithaml, A., dan Bitner, M. (1996), Service Marketing, Singapore: McGraw Hill.