DAFTAR PUSTAKA An, M., dan Noh, Y. (2009). Airline customer satisfaction and loyalty: impact of inflight service quality. Serv bus, 3, hal.293-307.
Bell, S., J., Auh, S., dan Smalley, K. (2005). Customer Relationship Dynamics: Service Quality and Customer Loyalty in the Context of Varying Levels of Customer Expertise and Switching Costs. Journal of the Academy of Marketing Science, 33 (2), hal.169-183.
Bennett, R., dan Thiele, S., R. (2004). Customer satisfaction should not be the only goal. The Journa of Services Marketing, 18 (6/7), hal.514-523.
Bougie, R., Pieters, R., dan Zeelenberg, M. (2003). Angry Customers Don't Come Back, They Get Back: The Experience and Behavioral Implications of Anger and Dissatisfaction in Services. Journal of The Academy of Marketing Science, 31 (4), hal. 377-393.
Burns, G., N. dan Bowling, N., A. (2009). Dispositional Approach to Customer Satisfaction and Behavior. J Bus Psychol, 25, hal.99-107.
Carson, P., P., Carson, K., D., Knouse, S., B., dan Roe, C., W. (1997). BALANCE THEORY APPLIED TO SERVICE QUALITY: A FOCUS ON THE ORGANIZATION, PROVIDER, AND CONSUMER TRIAD. JOURNAL OF BUSINESS AND PSYCHOLOGY, 12 (2), hal.99-120.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36 (7), hal.811828.
117
Universitas Kristen Maranatha
Desanto, R. (2008). Pengaruh Kualitas Pelayanan dan Kepuasan Konsumen Terhadap Intensi Hunian Ulang Konsumen Terhadap Intensi Hunian Ulang. Skripsi Sarjana Ekonomi, Program Sarjana Universitas Politeknik, Madiun.
Gilbert, D., dan Wong, R., K., C. (2003). Passenger expectations and airline services: a Hong Kong based study. Tourism Management, 24, hal.519-532.
Grégoire, Y., dan Fisher, R., J. (2007). Customer betrayal and retaliation: when your best customers become your worst enemies. J. of the Academy of Marketing Science, 36, hal.247-261.
Hadioetomo. (2009). Analisis Kualitas Layanan yang Mempengaruhi Kepuasan Pelanggan serta Dampaknya terhadap Behavioral Intentions. Karisma, 3 (2), hal. 113-122. Hair, J., F. et al. (1998). Multivariate Data Analysis, 5th Edition. Prentice-Hall, Inc. New Jersey.
Hardiyati, R. (2010). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Menggunakan Jasa Penginapan (Villa) Agrowisata Kebun Teh Pagilaran. Skripsi Sarjana Ekonomi, Program Sarjana Universitas Diponegoro, Semarang. Huang, Y.K. (2009). The Effect of Airline Service Quality on Passengers’ Behavioural Intentions Using SERVQUAL Scores: A TAIWAN Case Study. Journal of the Eastern Asia Society for Transportation Studies, 8.
Jogiyanto, H., M. (2004). METODOLOGI PENELITIAN BISNIS. Edisi Pertama, BPFE, Yogyakarta.
Liang, C., J., dan Wang, W., H. (2004). ATTRIBUTES, BENEFITS, CUSTOMER SATISFACTION AND BEHAVIORAL LOYALTY – AN INTEGRATIVE
118
Universitas Kristen Maranatha
RESEARCH OF FINANCIAL SERVICES INDUSTRY IN TAIWAN. Journal of Services Research, 4 (1), hal.57-91.
Lovelock, C., H., dan Wright, L., K. (2007). Manajemen Pemasaran Jasa. Edisi Kedua, PT INDEKS, Jakarta. Nadiri, H. (2011). Customers’ zone of tolerance for retail stores. Serv Bus, 5, hal.113-137.
Naik, C., N., K., Gantasala, S., B., dan Prabhakar, G., V. (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences, 16 (2), hal.231-243.
Neuman, W., L. (2000). Social Research Methods Qualitative and Quantitative Approaches, 4th Edition. Needham Heights.
Nhat, N., D., D., dan Hau, L., N. (2007). DETERMINANTS OF RETAIL SERVICE QUALITY – A STUDY OF SUPERMARKETS IN VIETNAM. Science & Technology Development, 10 (8), hal.15-23.
Parasuraman, A., Zeithaml, V., A., dan Berry, L., L. (1985). A Conceptual Model of Service Quality and Its Implicationns for Future Research. Journal of Marketing, 49 (4), hal. 41-50.
Park, K., and Park, J., Y. (2009). The Role of Shopping Goals on Customer Loyalty. Journal of Service Science, 1, hal.191-210. Petruzzellis, L., D’Uggento, A., M., dan Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality, 16 (4), hal.349-364.
119
Universitas Kristen Maranatha
Putriandari, A., S. (2011). Analisis Pengaruh Kualitas Jasa dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pengguna Telkom Speedy di Semarang. Skripsi Sarjana Ekonomi, Program Sarjana Universitas Diponegoro, Semarang.
Sari, L., E. (2011). Analisis Pengaruh Kualitas Pelayanan Jasa Restoran Terhadap Loyalitas Pelanggan Sakana Japanese Restaurant di Delonix Hotel Karawang. Skripsi Sarjana Ekonomi, Program Sarjana Universitas Singaperbangsa, Karawang.
Setyorini, W. (2011). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Pada Hotel Mahkota di Pangkalan Bun. Jurnal Socioscientia, 3 (1) Februari, hal.167-178.
Sinaga, P., P., H. (2010). Analisis Pengaruh Kualitas Pelayanan, Kepuasan Pelanggan, dan Lokasi Terhadap Loyalitas Pelanggan. Skripsi Sarjana Ekonomi, Program Sarjana Universitas Diponegoro, Semarang.
Sivadas, E., dan Prewitt, J., L., B. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28 (2), hal.73-82.
Smith, A., K., dan Bolton, R., N. (2002). The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments. Journal of the Academy of Marketing Science, 30 (1), hal.5-23.
Sudirman, D., Y. (2011). Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Produk Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang A. Yani Makassar. Skripsi Sarjana Ekonomi, Program Sarjana Universitas Hasanuddin, Makassar.
120
Universitas Kristen Maranatha
Sugiyono. (2009). METODE PENELITIAN PENDIDIKAN. Edisi Ketujuh, CV ALFABETA, Jakarta.
Suliyanto. (2006). Metode Riset Bisnis. Andi, Yogyakarta.
Voon, B., V. (2006). Linking a service-driven market orientation to service quality. Managing Service Quality, 16 (6), hal.595-619.
121
Universitas Kristen Maranatha