DAFTAR PUSTAKA
Al-Wugayan, Adel dan Larry P. Pleshko. 2010. A Study of Satisfaction, Loyalty, and Market Share in Kuwait Banks. Proceedings of the Academy for Studies in International Business, Vol. 10. pp. 2-7. Anonim. 2009. InfoBank Outlook 2010 : Melanjutkan Pertumbuhan Ekonomi yang Tertunda. InfoBank News Edisi Tahunan. Jakarta:Biro Riset InfoBank. Anonim. 2010. Gaji PNS Jembrana Pindah ke BRI. www.beritabali.com Anonim. 2010. Statistik Ekonomi Keuangan Daerah Propinsi Bali. Statistik Perbankan Bank Indonesia Vol. 10 No. 3, Maret, Denpasar. Ardyansyah. 2007. Pengaruh Relational Benefit dan Relationship Quality pada Relational Outcomes di PT. ECS Indonesia, Tesis, Program Magister Manajemen UGM Yogyakarta. Arafat, Wilson. 2006. Manajemen Perbankan Indonesia – Teori dan Implementasi. Jakarta: LP3ES. Assael, H. 2004. Consumer Behaviour : A Strategic Approach. USA:Houghton Mifflin Company. Berenguer-Contri, Gloria., Maria-Eugenia Ruiz Molina, dan Irene Gill-Saura. 2009. Relationship Benefits and Costs in Retailing : A Cross Industry Comparison. Journal of Retail and Leisure Property, Vol. 8. pp. 57-66. Berry, L.L. 1983. Relationship Marketing:Emerging Perspective on Service Marketing. Chicago:American Marketing Association. Blumberg, B, D.R. Cooper, dan P.S. Schindler. 2005. Business Research Methods. Mcgraw-Hill. United Kingdom. Boshoff, C. dan B. Gray. 2004. The Relationships Between Service Quality, Customer Satisfaction and Buying Intentions in The Private Hospital Industry. South African Journal of Business Management, Vol. 35. pp.27-37. Casalo, J., R. Voola, dan S. Sinappan. 2003. Application of Webqual Instrument to Three Australian B2C Website : An Exploratory Investigation. ANZMAC 2003 Conference Proceedings Adelaide 1-3 December 2003.
105
106
Chan, Syafruddin. 2003. Relationship Marketing : Inovasi Pemasaran yang Membuat Pelanggan Bertekuk Lutut. Jakarta:PT. Gramedia Pustaka Utama. Cheng, T.C.E., L.C.F. Lai, dan A.C.L. Yeung. 2008. The Driving Forces of Customer Loyalty : A Study of Internet Service Providers in Hongkong. International Journal of E-Business Research, Vol. 4. pp. 26-42. Colgate, Mark, Margo-Buchanan Oliver, Ross Elmsly. 2005. Relationship Benefits in An Internet Environment. Journal of Managing Service Quality, Vol. 15. pp. 426-436. Dimitriades, Zoe S. 2006. Customer Satisfaction, Loyalty and Commitment in Service Organizations - Some evidence from Greece. Management Research News, Vol. 29 No. 12. pp 782-800. Eakuru, Nattakarn dan Nik Kamariah Nik Mat. 2008. The Application of Structural Equation Modeling (SEM) in Determining The Antecedents of Customer Loyalty in Banks in South Thailand. The Business Review Cambridge, Vol. 10 N0. 2. Espejel, Joel., Carmina Fandos, dan Carlos Flavia’n. 2008. A Key Factor of Consumer Loyalty and Buying Intentiaon of a PDO Food Product. British Food Journal, Vol. 10. pp. 865-881. Ferdinand, Augusty. 2002. Structural Equation Modelling dalam Penelitian Manajemen. Semarang:FE UNDIP. Ghozali, Imam. 2005. Model Persamaan Struktural Konsep dan Aplikasi dengan Program AMOS Ver. 16.0. Semarang:Badan Penerbit UNDIP Griffin, Jill. 2002. Customer Loyalty How to Earn It, How to Keep It. Kentucky:McGraw-Hill. __________. 2003. Customer Loyalty. Jakarta:Erlangga. Gwinner, Kevin P., Dwayne D. Gremler, dan Mary Jo Bitner. 1998. Relational Benefits in Service Industries : The Customer’s Perspective. Journal Academic Marketing Science, Vol. 26. pp. 101-114. Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. 1995. Multivariate Data Analysis. Edisi Keempat. New Jersey:Prentice Hall. Haryono, Ali Syafiq. 2009. Analisis Pengaruh Kualitas Layanan, Kepercayaan dan Kepuasan Terhadap Loyalitas Pelanggan Telkomspeedy dengan
107
Metode Structural Equation Modelling. Thesis. Program Magister Manajemen Institut Teknologi Surabaya. Hennig-Thurau, Thorsten dan Ursula Hansen. 2000. Relationship Marketing: Gaining Competitive Advantage Through Customer Satisfaction and Customer Retention. Germany:Springer. Hennig-Thurau, Thorsten., Kevin P. Gwinner, Dwayne D. Gremler. 2000. The Rationales of Service Relationships : Integrating Company-Oriented and Customer-Oriented Relational Benefits. American Marketing Association, Conference Proceedings, 11, ABI/INFORM Global. ____________________________________________________________. 2002. Understanding Relationship Marketing Outcomes : An Integration of Relational Benefits and Relationship Quality. Journal of Servive Research, Vol. 4 No. 3. pp. 230-247. Hoq, Mohammad Ziaul., Nigar Sultana, dan Muslim Amin. 2010. The Effect of Trust, Customer Satisfaction and Image on Customers’ Loyalty in Islamic Banking Sector. South Asian Journal of Management, Vol. 17. pp. 70-93. John, Joby. 2003. Fundamentals of Customer-Focused Management : Competing Through Service. USA: Greenwood Publishing Group, Inc. Kinard, Brian R. dan Michael L. Capella. 2006. Relationship Marketing : The Influence of Consumer Involvement on Perceived Service Benefits. Journal of Services Marketing, Vol. 20. pp. 359-368. Kotler, Philip. 2003. Marketing Insight From A to Z. Jakarta:Erlangga. Kotler, Philip dan Kevin Lane Keller. 2008. Manajemen Pemasaran. Edisi Kedua Belas Jilid 1. Jakarta:PT. Index. Kuncoro, Mudrajat. 2003. Metode Penelitian Untuk Bisnis dan Ekonomi. Jakarta:Erlangga. Kusmayadi. 2006. Pengaruh Relationship Quality terhadap Loyalitas Nasabah Tabungan. Tesis. STIE STAN Indonesia Mandiri Jakarta. Licata, Jane W. dan Goutam Chakraborty. 2008. The Effects of Stake, Satisfaction, and Switching on True Loyalty : A Financial Services Study. International Journal of Bank Marketing, Vol. 27. pp. 252-269. Lovelock, Christopher. 2004. Service Marketing and Management. New Jersey:Prentice Hall.
108
Lovelock, C.H., J. Wirtz, dan Jayanta Chatterjee. 2007. Service Marketing : People, Technology, Strategy. Sixth Edition. USA: Prentice Hall. Macintosh, Gerrard. 2007. Customer Orientation, Relationship Quality, and Relational Benefits to The Firm. Journal of Services Marketing, Vol. 21. pp. 150-159. Malhotra, Naresh K. 2009. Riset Pemasaran Pendekatan Terapan Jilid 1. Jakarta:PT Index. Martin-Consuegra, David., Arturo Molina, dan Agueda Esteban. 2006. The Customers’ Perspective on Relational Benefits in Banking Activities. Journal of Financial Services Marketing, Vol. 10. pp. 98-108. Marzo-Navarro, Mercedez., Marta Pedraja-Iglesias, dan Ma Pilar Revera-Torres. 2004. The Benefits of Relationship Marketing for The Consumer and For The Fashion Retailers. Journal of Fashion Marketing and Management, Vol. 8 No. 4. pp. 425-436. McKenna, Regis. 2001. Relationship Marketing : Successful Strategies for The Age of The Customer. Sixth Edition. USA:Addison-Wesley Publishing. Molina, Arturo., David Martin-Consuegra, dan Agueda Esteban. 2007. Relational Benefits and Customer Satisfaction in Retail Banking. International Journal of Bank Marketing, Vol. 25 No. 4. pp 253-271. Molina, Maria-Eugenia, Irene Gil-Saura, dan Gloria Berenguer-Contri. 2009. Relational Benefits and Loyalty in Retailing : An Inter-Sector Comparison. International Journal of Retail & Distribution Management, Vol 37 No. 6. pp. 493-509. Musanto, Trisno. 2004. Faktor-faktor Kepuasan Pelanggan dan Loyalitas Pelanggan:Studi Kasus pada CV. Media Advertising Surabaya. Jurnal Manajemen dan Kewirausahaan, Vol. 6. pp. 123-136. Oliver, R. L. 1997. Satisfaction : A Behavioral Perspective On The Consumer. New York: McGraw Hill Companies, Inc. Omar, Maznah Wan dan Mohd Noor Mohd Ali. 2010. Brand Loyalty and Relationship Marketing in Islamic Banking System. Canadian Social Science, Vol. 6. pp. 25-32. Palaima, Tomas dan Vilte Auruskeviciene. 2007. Modelling Relationship Quality in The Parcel Delivery Services Market. Baltic Journal of Management, Vol 2 No. 1. pp 37-54.
109
Palilati, Alida. 2007. Pengaruh Nilai Pelanggan, Kepuasan Terhadap Loyalitas Nasabah Tabungan Perbankan di Sulawesi Selatan. Jurnal Manajemen dan Kewirausahaan, Vol. 9. pp. 73-81. Palupi, Diah P. 2005. Potret Loyalitas Konsumen 2005. Swa 02/XXI/19. JanuariFebruari. Jakarta. Pantouvakis, Angelos dan Konstantinos Lymperopoulos. 2008. Customer Satisfaction and Loyalty in The Eyes of New and Repeat Customers. Journal of Managing Service Quality, Vol. 18. pp 623-643. Parasuraman, A. dkk. 1988. Servqual : A Multiple-Item Scale for Measuring Consumer Perception of Service Quality. Journal of Retailing, Vol. 64. pp 12-40. Patterson, Paul G. dan Tasman Smith. 2001. Relationship Benefits in Service Industries : A Replication in A Southeast Asian Context. Journal of Service Marketing, Vol. 15. pp. 425-443. Peterson, R.A. 1995. Relationship Marketing and The Consumer. Journal Academic of Marketing Science. Vol 23, pp. 278-281. Rangkuti, Freddy. 2006. Measuring Customer Satisfaction. Cetakan Ketiga. Jakarta:PT. Gramedia Pustaka Utama. Sheng, Tianxiang dan Chunlin Liu. 2010. An Empirical Study on The E-Service Quality on Online Customer Satisfaction and Loyalty. Nankai Business Review International, Vol. 1. pp. 273-283. Stricker, Tim. 2008. Retaining Loyal Customers in E-Commerce - Winning Customer is Good, But Keeping Them is Better. Germany:Grin Verlag. Sugiyono. 2004. Metode Penelitian Bisnis. Jakarta:CV. Alfabeta. ________. 2009. Statistik Non Parametris Untuk Penelitian. Cetakan Ketujuh. Bandung:Alfabeta. Sweeney, Jullian G dan David A Webb. 2007. How Functional, Psychological, and Social Relationship Benefits Influence Individual and Firm Commitment to The Relationship. Journal of Business & Industrial Marketing, Vol. 22 No. 7: pp 474-488. Tariq, Abdul Naveed dan Nadia Moussaoui. 2009. The Main Antecedent of Customer Loyalty in Morrocan Banking Sector. International Journal of Business and Management Science, Vol. 2. Pp. 102-115.
110
Tjiptono, Fandy. 2000. Service, Quality, and Satisfaction. Yogyakarta:Andi Offset. ______________. 2005. Pemasaran Jasa. Edisi Pertama, Bayu Media Publishing, Malang. Tsai, Ming-Tien., Chung-Lin Tsai, dan Han-Chao Chang. 2010. The Effect of Customer Value, Customer Satisfaction, and Switching Costs on Customer Loyalty : An Empirical Study of Hypermarkets in Taiwan. Social Behaviour and and Personality ProQuest Science Journal, Vol. 38. pp. 729-740. Tung, Feng-Ceng. 2010. Exploring Customer Satisfaction, Perceived Quality and Image:An Empirical Study in The Mobile Services Industry. The Business Review Cambridge, Vol. 14. pp. 63-69. Utami, Chr. Widya. 2009. Relationship Effort dan Kualitas Layanan Sebagai Strategi Penguat Relationship Outcomes. Disertasi. Universitas Airlangga Surabaya.
Yacout, Omneya Mokhtar. 2010. Service Quality, Relational Benefits, and Customer Loyalty in A Non-Western Context. SAM Advance Management Journal, Vol. 75. pp. 2-22. Yen, Hsiu Ju Rebecca dan Kevin P. Gwinner. 2003. Internet Retail Customer Loyalty: The Mediating Role of Relational Benefits. International Journal of Service, Vol 14 No. 5. pp 483-500. Yen, Tsai-Fa., Hsiou-Hsiang Liu, dan Chao-Lin Tuan. 2009. Managing Relationship Effort to Influence Loyalty : An Empirical Study on The Sun Link Sea Forest and Recreational Park, Taiwan. The International Journal of Organizational Innovation, Vol. 2 No. 2. Pp. 179-194. Zeithaml, Valarie A., Mary Jo Bitner, dan Dwayne D. Gremler. 2006. Service Marketing – Integrating Customer Focus Accross The Firm 4th Edition. New York:McGraw Hill.
111
