DAFTAR PUSTAKA (n.d.). Retrieved Juni 8, 2014, from http://indomaret.co.id/2012/02/09/indomarettargetkan-1000-gerai-baru/ Agung, K. H. (2006). Analisis Pengaruh Kualitas Layanan, Komitmen, dan Kepercayaan Terhadap Loyalitas Konsumen. Akbar, M., & Parvez, N. (2009). Impact of Service QUality, Trust, and Customer Satisfaction on Customer Loyalty. ABAC Journal Vol. 29, No. 1, 24-38. Chang , C. T., & Chen, K. L. (2008). Revised Multi-Choice Goal Programming. International Journal of Applied Mathematical Modelling 32, 2587-2595. Dajan, A. (1996). Pengantar Metode Statistik, Jilid II, 18th ed. Jakarta: Erlangga. Ferdinand, A. (2002). Structural Equation Modelling dalam Penelitian Management: Aplikasi Model-Model Rumit dalam Penelitian untuk Tesis Magister dan Disertai Doktor. Semarang: Badan Penerbit UNDIP. Ferdinand, A. (2006). Metode Penelitian Manajemen: Pedoman Penelitian Untuk Penulisan Skripsi, Tesis dan Disertasi Ilmu Manajemen. Semarang: Badan Penerbit Universitas Diponegoro. Ghozali, I. (2005). Model Persamaan Struktural Konsep dan Aplikasi dengan Program AMOS Ver. 5.0. Semarang: Badan Penerbit Universitas Diponegoro. Hair, J. F., Anderson, R. E., Tatham, R. L., & Black , W. C. (1995). Multivariate Data Analysis, 4th Ed. New Jersey: Prentice Hall. Mahamad, O., Mosahab, R., & Ramayah, T. (2010). Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. International Business Research Vol. 3, No. 4. Nasution. (2000). Metode Research: Penelitian Ilmiah. Bumi Aksara. Park, J.-W., Choi, Y.-J., & Moon, W.-C. (2013). Investigating the effects of sales promotions on customer behavioral intentions at duty-free shops: An Incheon International Airport case study. Journal of Airline and Airport Management 3(1), 18-30. Sugiyono. (2004). Metode Penelitian Bisnis. Bandung: Alfabeta. Yoo, S., & Chang, Y. (2005). An Exploratory Research on the Store Image: An Exploratory Research on the Store Image. Seoul Journal of Business Volume 11. (2012, Juni 6). Retrieved Mei 13, 2014, from http://www.asparindo.com/beritautama/read/61/semarak-pasar-modern-suramnya-pasar-tradisionalmendorong-reformasi-kebijakan-persaingan-usaha-berke/
139
140
(2013,
Desember 11). Retrieved Juni 8, 2014, from http://www.beritasatu.com/emiten/155093-2014-indomaret-tambah-1300gerai.html
(2013,
Agustus 26). Retrieved Juni 10, 2014, from http://www.smartbisnis.co.id/beta/insight/implementasi-bisnis/7-cara-saatberurusan-dengan-pelanggan-yang-marah
Abdullah, D. N., & Rozario, F. (2010). Influences of Service and Product Quality towards Customer Satisfaction: A Case study at the Saff Cafetaria in the Hotel Industry. International Journal of Human and Social Sciences Vol. 5 No. 7, 454-459. Achumba, I. (2002). Sales Management Concepts, Strategies, and Cases. Almark Education Research. Adhani, R. (2011, Maret 28). Retrieved from http://www.theglobalreview.com/content_detail.php?lang=id&id=4535&type=6#.U738UfmSxq W Alex, D., & Thomas, S. (2011). Impact of Product Quality, Service Quality, and Contextual Experience on Consumer Perceived Value and Future Buying Intention. European Journal of Business and Management. Amin, S. M., Ahmad, U. N., & Hui, L. S. (2012). Factors Contributing to Customer Loyalty Towards. The 2012 International Conference on Asia Pacific Business Innovation &, 282-286. Anand, S. V., & Selvaraj, M. (2012). The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Empirical study through SERVPERF. Int J. Manag. Bs. Res. Vol.2 No.2, 151-163. Andreasson , W., & Lindestad, B. (1998). Customer Loyalty and Complex Service The Impact of Corporate Image on Suqlity, Customer Satisfaction,and Loyalty for Customers With Varying Degrees of Service Expectise. International Journal of Service Industry Management Vol 9.Iss1. Aria,
P. (2014, Januari 15). Retrieved http://www.tempo.co/read/news/2014/01/15/092544991/AlfamartTambah-1000-Gerai-Tahun-Ini
from
Aryani, D., & Rosinta, F. (2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi dan Organisasi Vol17.No2., 114-126. Bagavathi, P. R. (2007). Modern Marketing. Revised Edition. New Delhi: S.C Hand and Company Ltd. Beneke, J., Adam, E., Demetriou, & Solomons , R. (2011). An Exploratory Study if The Relationship between Store Image, Trust, Satisfaction, and Loyalty
141
in a Franchise Setting. Southern African Business Review Vol.15 No.2, 5974. Bloemer, J., & Schroder, G. O. (2002). Store Satisfaction and Store Loyalty Explained by Customer and Store-Related Factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior15, 68-80. Boddewyn, J. J., & Leardi, M. (1989). Sales Promotion: Practice, Regulation, and Self-Regulation Around the World. International Journal of Advertising, 8, 363-374. Chang , C. H., & Tu, C. Y. (2005). Exploring Store Image, Customer Satisfaction, and Customer Loyalty Relationship: Evidence from Taiwanese Hypermarket Industry. The Journal of American Academy of Business, Cambridge Vol. 7. No. 2., 197-202. Dharmalingam, S., Ramesh, R., & Kannan , K. V. (2011). Investigating the Service Quality Dimensions to Customer Satisfaction and Loyalty of New Private : Sector Banks in Tamilnadu - An Empirical Study . Research Journal of Social Science and Management, 4(1), 37-46. Dharmmesta, B. S. (1999). Loyalitas Pelanggan: Sebuah Kajian Konseptual Sebagai Panduan Bagi Peneliti. Jurnal Ekonomi dan Bisnis Indonesia Vol. 14 No.3, 73-88. George, J. (1998). Contemporary Management. 3rd Edition. New York: McGraw Hill Education. Ghanimata, F., & Kamal, M. (2012). Analisi Pengaruh Harga, Kualitas Produk, dan Lokasi terhadap Keputusan Pembelian(Studi Pada Pembeli Produk Bandeng Juwana Elrina Semarang). Diponegoro Journal of Management Vol.1 No.2, 1-10. Gordon, R. (2012). Re-thinking and re-tooling the social marketing mix. Australasian Marketing Journal, 122-126. Griffin. (1995). Handbook of subacute health care. Harvard Business Review. Hansemark, O. C., & Albinson, M. (2004). Customer Satisfaction and Retention: The experiences of Individual Employees. Managing Service Quality, Vol.14 No.1. 40-57. Hansen, D. R., & Mowen , M. M. (2007). Managerial Accounting 8th Ed. America: Thomson South Western. Hu, H. H., Kandampuly, J., & Juwaheer, T. D. (2009). Relationship and Impact of Service Quality, Perceived Value, Customer Satisfaction, and Image: An Empirical Study. The Serices Industries Journal Vol. 29 No.2, 111-125. Hu, K. C., & Huang, M. C. (2011). Effect of Service Quality, Innovation and Corporate Image on Customer's Satisfaction and Loyalty of Air Cargo
142
Terminal. International Journal of Operation Research Vol. 8 No. 4 , 3647. Hurriyati, R. (2005). Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Alfabeta. Imran, M., Ghani, U., & Rehman, K. (2013). Consumer Perception of Store Image and Store Loyalty. Journal of Managerial Sciences Volume VII Number 1. Jahanshasi, A. A., Ghasti, M. A., Mirmadi, S. A., Nawaser, K., & Khaksar, S. M. (2011). Study effect of Customer Service and Product Quality on Customer Satisfaction and Loyalty. International Journal of Humanities and Social Science Vol.1 No. 7, 253-260. Kartajaya, H. (2009). Service Operation. Jakarta: Erlangga Group. Khan, S., & Afsheen, S. (2012). Determinants of Customer Satisfaction in Telecom Industry: A Study of Telecom industry Peshawar KPK Pakistan. Journal of Basic and Applied Scientific Research. Kotler, P., & Amstrong, G. (2010). Principles of Marketing 13th edition. New Jersey: Pearson Education. Kotler, P., & Keller, K. L. (2009). Marketing Management 13th edition. New Jersey: Pearson Education. Kotler, P., & Lee, N. R. (2008). Social Marketing: Influencing Behavioral for Good. Los Angeles: Sage Publications. Kumar, A., & Manjunath, S. J. (2012). Customer Satisfaction Through Product, Service, and Store Image - A Study at hadims Footwear Store. VSDR International Journal of Business & Management Research Vol. 2 (9), 462-469. Kusumawati, R., Purnamasari, D., & Sardiyo. (2013). Factors Affecting Consumer Loyalty of Music Products in Indonesia. Journal of Economics, Business and Management, Vol. 1, No. 3. Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding. Journal of Services Marketing, 15 (2), 113-30. Lovelock , C., & Wirtz, J. (2007). Services Marketing People, Technology, Strategy. The United States: Pearson 6th edition. Mardalis, A. (2005). Meraih Loyalitas Pelanggan. Jakarta : Balai Pustaka. Mohsan, F., Nawaz, M. M., Khan , M. S., Shaukat, Z., & Aslam, N. (2011). Impact of Customer Satisfaction on CustomerLoyalty and intention to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science Vol.2 No. 16, 263-270.
143
Mokhtar, A. (2011). The Relationship Between Service Quality and Satisfaction on Customer Loyalty in Malaysian Mobile Communication Industry. Shcool of Doctoral Studiesm (European Union) Journal. Neal, A. (1999). Developing a Model Individual Performance for Human Resource Management. Asia Pasific Journal. Noyan, F., & Simsek, G. G. (2014). The antecedents of customer loyalty. 2nd World Conference On Business, Economics And Management-�WC-BEM 22nd World Conference On Business, Economics And Management-WCBEM 2013, 1220-1224. Nurhayat, W. (2012, Oktober 31). Retrieved Juni 8, 2014, from http://finance.detik.com/read/2012/10/31/164901/2077740/4/wow-geraiindomaret-bertambah-1000-outlet-dalam-setahun Oliver, R. L. (1996). Satisfaction: A Behavioral Perspective on the Customer. New York: McGraw-Hill Education. Olson, J. C., & Peter, J. P. (1993). Consumer Behavioral and Marketing Srategy, 2nd edition. New York: NY : McGraw-Hill Education. Omotayo, O. (2011). Sales Promotion and Consumer Loyalty: A Study of Nigerian Tecommunication Industry. joc_4-2011en_v3.indd 67. Palmer, A. (2004). Introduction to Marketing Theory and Practice 3nd edition. United States: Oxford University Press Inc. Paul , Y. G., & Hsiao, C. R. (2011). The Effect of Store Image and Service Quality on Brand Image and Purchase Intention. Australian Marketing Journal, 30-39. Prandita, L., & Iriani, S. S. (2013). Pengaruh Kualitas Produk, Kualitas Layanan, dan Emosional terhadap Kepuasan Pelanggan Sogo Department Store. Jurnal Ilmu Manajemen Vol.1 No.2, 575-590. Prawirosentono, S. (2007). Filosofi Baru Tentang Manajemen Mutu TerpaduAbad 21 "Kiat Membangun Bisnis Kompetitif". Jakarta: Bumi Aksara. Putri,
F. D. (2014, Mei 9). Retrieved from http://m.bisnis.com/finansial/read/20140509/9/226492/konsumsi-rumahtangga-diproyeksi-masih-jadi-penopang
Qin , H. P., V, R., & Zhao , Q. (2010). Perceived Service Quality in Fast Food Restaurant; Empirical EvidenceFrom China. International Journal of Quality & Reliability Management, 424-430. Rangkuti, F. (2006). Measuring Customer Satisfaction. Jakarta: PT.Gramedia Pustaka Utama. Rizvi, S. N., & Malik, S. (2011). Impact of Sales Promotion on Organizations’ Profitability and Consumer’s Perception in Pakistan.
144
INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS Vol. 3 No. 5. Ryu, K. L., & Kim, W. G. (2011). The Influence of The Quality of The Physical Environment, Food, Service,on Restaurant Image, Customer Perceived Value, Customer Satisfaction, and Behavioral Intentionts. International Journal of Contemporary Hospitality Management, Vol. 24 No. 2, 200223. Saidani, B., & Arifin, S. (2012). Pengaruh Kualitas Produk dan Kualitas Layanan Terhadap Kepuasan Konsumen dan Minat Beli pada Ranch Market. Jurnal Riset Manajemen Sains Indonesia (JRMSI) Vol. No.1. Salmones, G. d. (2011). Corporate social responsability and loyalty in services sector. EsicMarket, Vol. 138,, 199-211. Setiawan, S. R. (2014, Pebruari 13). Retrieved from http://bisniskeuangan.kompas.com/read/2014/02/13/1701467/BI.Pertumbu han.Ekonomi.Indonesia.Lebih.Baik.dari.Perkiraan Shpëtim, Ç. (2012). Exploring the Relationships among Service Quality,Satisfaction, Trust and Store Loyalty among Retail Customers. Journal of Competitiveness Vol. 4, Issue 4,. Simamora, B. (2003). Memenangkan Pasar dengan Pemasaran Efektifdan Profitable. Jakarta: PT.Gramedia Pustaka Utama. Singh, A., & Srivatava, M. (2013). Factors Affecting Customer Satisfaction: A Study on Maruti Suzuki. International Journal of Advanced Research in Computer Science and Software Engineering. Stanton, W. J., & Charles, F. (2002). Fundamentals of Marketing9th Edition. New York: McGraw & Co. Supranto, J. (2006). Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikan Pangsa Pasar, Cetakan Ketiga. Jakarta: PT. Rineka Cipta. Suwarni, & Mayasari, S. D. (2011). Pengaruh Kualitas Produk dan Harga terhadap Loyalitas melalui Kepuasan Konsumen. Jurnal Ekonomi Bisnis No.16, 76-84. Tambunan, Tulus TH, dkk., 2004. Kajian Persaingan dalam Industri Retail. Komisi Pengawas Persaingan Usaha (KPPU). Tjiptono , F. (1997). Prinsip-Prinsip Total Quality Service Edisi Keempat. Yogyakarta: Penerbit Andi. Tjiptono, F. (2002). Manajemen Pemasaran. Yogyakarta: Penerbit Andi. Tjiptono, F. (2007). Strategi Pemasaran. Edisi Kedua. Yogyakarta: Penerbit Andi. Tjiptono, F. (2008). Pemasaran Jasa. Malang: Penerbit Bayu Media Publishing.
145
Umar, H. (2005). Riset Pemasaran dan Perilaku Konsumen. Jakarta: PT. Gramedia Pustaka Utama. Utami, C. W. (2006). Manajemen Ritel: Strategi dan Implementasi Ritel Modern. Jakarta: Salemba Empat. Utomo, T. J. (2011). The Competition of Retail Business: Traditional vs Modern. Fokus Ekonomi, 122 - 133. Vesel, P., & Zabkar, V. (2010). Relationship quality evaluation in retailers' relationships with consumers. European Journal of Marketing. Yi, Y. (1990). A Critical Review of Consumer Satisfaction. Review of Marketing, American Marketing Asociation, Chicago. Zeithaml, V. A., & Bitner, M. J. (2008). Service Marketing. Singapore: The McGraw-Hill Sompanies, Inc. Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services Marketing Integrating Customer Focus Across The Firm 5th Edition. New York: McGraw-Hill Education.
