DAFTAR PUSTAKA Analisis Pengaruh Orientasi Pelanggan, Keahlian, Kualitas Makanan, Kewajaran Harga, Dan Lingkungan Fisik Terhadap Kualitas Hubungan (Studi Empiris di Rumah Makan Mang Engking dan Rasa Mirasa).
74
DAFTAR PUSTAKA
Amryyanti Ruth, Sukaatmadja I Putu Gde, & Cahya K.N. Pengaruh Kualitas
Layanan, Produk, dan Kewajaran Harga terhadap Kepuasan dan
Loyalitas Pelanggan pada LnC SKIN CARE Singaraja. Denpasar :
Fakultas Ekonomi Universitas Udayana.
Arofah, Siti. 2012. Pengaruh Kompesasi, Keahlian, dan Lingkungan Kerja
terhadap Kepuasan Kerja Karyawan pada Bank Permata Cabang
Bangkong Semarang. Skripsi . Semarang : Universitas Diponegoro.
Atmaja, Ni Putu Cempaka Dharmadewi. 2011. Pengaruh Kewajaran Harga, Citra
Perusahaan Terhadap Kepuasan Dan Loyalitas Pengguna Jasa
Penerbangan Domestik Garuda Indonesia Di Denpasar. Tesis. Denpasar :
Program Pascasarjana, Universitas Udayana.
Bhattacharya A, Friedman H.H. 2001. Using smart pricing to incease profits and
maximize customer satisfaction. National Pub. Account., 46(6): 34-37.
Bei, L. T., and Chaio, Y.C. 2006. “The Deterninant of Costumer Loyalty : An
Analysis of Intangible Factors In Three Service Industries ”.International
Journal of Consumer Satisfaction. Vol. 16 No. 384, pp. 162-177.
Cakka, Ratna A. (2016). Pengertian Variabel Penelitian Menurut Sugiyono.
(online),
(http://www.gudangteori.xyz/2016/05/pengertian
variabel
penelitian - menurut.html, diakses tanggal 16 Mei 2016).
Clark M.A., & Wood R.C., 1999. Consumer loyalty in the restaurant industry : a
premilinary exploration of the issue. Br. Food J., 101(4): 317- 326.
Crosby L.A., Evans K.R., & Cowles D., 1990. Relationship quality in services
selling: An interpersonal influence perspective. J. Mark., 54: 68-81
Editor Chief. 2008. Kamus Kompetensi: Orientasi Pelayanan Pelanggan
(Customer Service Orientation). (online), (http://indosdm.com/kamuskompetensi-orientasi-pelayanan-pelanggan-customer-service-orientation,
diakses tanggal 4 November 2008).
Essinger, James & Wylie, Hellen. 2003. Customer loyalty: Devising successful
strategies in food and drink.
Faik, Ali. 2012. Anteseden dan konsekuensi dari Kualitas Hubungan. Jurnal
Manajemen dan Pemasaran Jasa, Vol. 5-6.
75
Fauzi, Ahmad. (2010). Kemampuan Kerja Karyawan. Jakarta: Sekolah Tinggi
Manajemen
Transportasi.
Trisakti.
(online)
(http;//newcampuran.blogspot.com).
Garbarino E., Johnson M.S., 1999. The different roles of satisfaction, trust, and
commitment in customer relationship. J. Marketing Res., 63(2) : 70-87.
Ghozali, Imam, 2011. Aplikasi Analisis Multivariate dengan Program SPSS.
Badan Penerbit Universitas Diponegoro. Semarang.
Gustaffsson , A., Johnson M. D., & Roos, Inger. (2006) the effects of customer
satisfaction, relationship commitment dimensions, and triggers on
customer retention. Journal of Marketing, 69(4), 210-218.
Haghighi, Mohammad , Dorosti A., Rahmana A., & Hoseinpour Ali. 2012.
Evaluation of factors affecting customer loyalty in the restaurant industry.
African Journal of Business Management .Vol. 6 (14), pp. 5039-5046.
Han, Heesup & Ryu, Kisang. 2010. New or repeat customer: How does physical
environment influence their restaurant experience?. International Journal
of Hospitaly Management. Vol.30(2011) : 599-611.
Jasfar Farida. 2002. Kualitas Hubungan (Relationship Quality) Dalam Jasa
Penjualan : Pengaruh Hubungan Interpersonal Tenaga Penjualan Pada
Perusahaan Asuransi Jiwa. Jurnal Riset Ekonomi dan Manajemen.Vol. 2
No.3. Hal . 18-30.
Kim W.G., Lee Y., Yoo Y. 2006. Predictors of relationship quality and
relationship outcomes in luxury restaurant. J. Hosp. Tour. Res., 30(2): 143169.
Kotler ,P. (2002). Manajemen pemasaran. Jilid kedua. (10th ed). Jakarta :
Prenhallindo.
Kotler, P., & Amstrong, G. 2004. Principle of Marketing. (10th ed.). New Jersey:
Prentice Hall International, inc.
Kusumah, Ridwan Zia. 2011. Analisis Pengaruh Kualitas Produk dan Kualitas
Pelayanan terhadap Keputusan Pembelian pada Restoran Waroeng Taman
Singosari di Semarang. Skripsi. Semarang : Fakultas Ekonomi, Universitas
Diponegoro.
MacLaurin DJ, MacLaurin TL. 2002. Customer perceptions of Singapore’s theme
restaurants. Cornell Hotel Rest. Adm. Q., 41(3): 75-85.
76
Martin-Ruiz, D., and Rondan-Cataluna, F. J. 2008. “ The Nature and
Consequenses of Price Unfairness in Service: A Comparison to tangible
Goods”. International Journal of Service Industry Management, Vol. 19
No. 3,pp. 325-352.
Matzler, K., Brigit, R., and Faullant, R. 2007. “ Dimensions of Price satisfaction :
A Replication And Extention ”. The International Journal of Bank
Marketing, Vol. 25 No. 6,pp. 394-405.
Mosavi Seyed Alireza & Ghaedi Mahnoosh. 2012. The effects of relationship
marketing on relationship quality in luxury restaurants. African Journal of
Business Management, Vol.6 (19), pp. 6090 – 6102.
Muqarrobin
Firdaus.
2014.
Instrumen
Penelitian.
(online),
(http://www.eurekapendidikan.com/2014/11/instrumen-penelitian.html,
diakses tanggal 2 November 2014).
Oh H., 2000. The effect of brand class, brand awarness, and price oncustomer
value and behavioral intentions. J. Hosp. Tour. Res., 24(2): 136-162.
Parsons A.L., 2002. What determines buyer - seller relationship quality? An
investigation from the buyer’s perspective. J. Supply Chain Manage .,
38(2): 4-12.
Rajaobelina Lova, & Bergeron Jasmin. 2009. Antecedents and consequences of
buyer-seller relationship quality in the financial services industry. Canada:
School of Business and Management, University of Quebec in Montreal.
( www.emeraldinsight.com/0265-2323.htm).
Ryu, K., Jang, S., 2008b. The influence of the physical environment on customer
emotions and behavioral intentions: the application of modified
Mehrabian–Russell model. The Service Industries Journal 28 (8), 1151–
1165.
Ryu, K., & Han Heesup. 2010. Influence of the Quality of Food, Service, and
Physical Environment on customer satisfaction an behavioral intention in
quick- casual restaurants : moderating role of perceived price. Journal of
Hospitality & tourism Research, Vol. 34 : 310.
Saxe R, Weitz BA (1982). The SOCO scale: A measure of the customer
orientation of salespeople. J . Market. Res. 19: 343-353 .
Stevens P., Knutson B., & Patton M. (1995). DINESERV: a tool for measuring
service quality in restaurants. Cornell Hotel Rest. Adm. Q., 36(2) : 56-60.
77
Sugiyanto Jimmy & Sugiharto Sugiono,S.E.,M.M. 2013. Analisa Pengaruh
Service Quality, Food Quality, dan Price Terhadap Kepuasan Pelanggan
Rastoran Yung Ho Surabaya. Jurnal Manajemen Pemasaran Petra, Vol.1,
No. 2, 1- 10.
Sugiyono, 2009, “Metode Penelitian Kuantitatif Kualitatif Dan RD”, Alfabeta,
Bandung.
Umar, Husein, 2005, Metode Penelitian Untuk Skripsi dan Tesis Bisnis, Jakarta :
PT. Raja Grafindo Persada.
Vania Jennie & Kuntardjo Yuanita. 2010. Analisa Perbedaan Persepsi Konsumen
Terhadap Lingkungan Fisik Di Restoran Platimnum Grill Surabaya.
Surabaya : Jurusan Manajemen Perhotelan, Universitas Kristen Petra.
Wardani, Eka S. 2009. Pengaruh Kompensasi, Keahlian dan Motivasi Kerja
terhadap Prestasi Kerja Karyawan pada PT. Pembangkitan Jawa Bali
Unit Pembangkitan Muara Tawar. Depok: Fakultas Ekonomi, Jurusan
Manajemen, Universitas Gunadarma.
Yunus, Astiani. 2014. Pengaruh Kualitas Produk, Lokasi dan Lingkungan Fisik
tehadap Pembelian Ulang pada Warung Kopi Harapan J2 di Kota Palu. eJournal Katalogis, Vol. 2. No.7. hlm 1-12.
Https://library.binus.ac.id/eColls/.../2014-2-01654-HM%20Bab2001.pdf. Diakses
tanggal 01 Februari 2014.
DAFTAR PUSTAKA
Amryyanti Ruth, Sukaatmadja I Putu Gde, & Cahya K.N. Pengaruh Kualitas
Layanan, Produk, dan Kewajaran Harga terhadap Kepuasan dan
Loyalitas Pelanggan pada LnC SKIN CARE Singaraja. Denpasar :
Fakultas Ekonomi Universitas Udayana.
Arofah, Siti. 2012. Pengaruh Kompesasi, Keahlian, dan Lingkungan Kerja
terhadap Kepuasan Kerja Karyawan pada Bank Permata Cabang
Bangkong Semarang. Skripsi . Semarang : Universitas Diponegoro.
Atmaja, Ni Putu Cempaka Dharmadewi. 2011. Pengaruh Kewajaran Harga, Citra
Perusahaan Terhadap Kepuasan Dan Loyalitas Pengguna Jasa
Penerbangan Domestik Garuda Indonesia Di Denpasar. Tesis. Denpasar :
Program Pascasarjana, Universitas Udayana.
Bhattacharya A, Friedman H.H. 2001. Using smart pricing to incease profits and
maximize customer satisfaction. National Pub. Account., 46(6): 34-37.
Bei, L. T., and Chaio, Y.C. 2006. “The Deterninant of Costumer Loyalty : An
Analysis of Intangible Factors In Three Service Industries ”.International
Journal of Consumer Satisfaction. Vol. 16 No. 384, pp. 162-177.
Cakka, Ratna A. (2016). Pengertian Variabel Penelitian Menurut Sugiyono.
(online),
(http://www.gudangteori.xyz/2016/05/pengertian
variabel
penelitian - menurut.html, diakses tanggal 16 Mei 2016).
Clark M.A., & Wood R.C., 1999. Consumer loyalty in the restaurant industry : a
premilinary exploration of the issue. Br. Food J., 101(4): 317- 326.
Crosby L.A., Evans K.R., & Cowles D., 1990. Relationship quality in services
selling: An interpersonal influence perspective. J. Mark., 54: 68-81
Editor Chief. 2008. Kamus Kompetensi: Orientasi Pelayanan Pelanggan
(Customer Service Orientation). (online), (http://indosdm.com/kamuskompetensi-orientasi-pelayanan-pelanggan-customer-service-orientation,
diakses tanggal 4 November 2008).
Essinger, James & Wylie, Hellen. 2003. Customer loyalty: Devising successful
strategies in food and drink.
Faik, Ali. 2012. Anteseden dan konsekuensi dari Kualitas Hubungan. Jurnal
Manajemen dan Pemasaran Jasa, Vol. 5-6.
75
Fauzi, Ahmad. (2010). Kemampuan Kerja Karyawan. Jakarta: Sekolah Tinggi
Manajemen
Transportasi.
Trisakti.
(online)
(http;//newcampuran.blogspot.com).
Garbarino E., Johnson M.S., 1999. The different roles of satisfaction, trust, and
commitment in customer relationship. J. Marketing Res., 63(2) : 70-87.
Ghozali, Imam, 2011. Aplikasi Analisis Multivariate dengan Program SPSS.
Badan Penerbit Universitas Diponegoro. Semarang.
Gustaffsson , A., Johnson M. D., & Roos, Inger. (2006) the effects of customer
satisfaction, relationship commitment dimensions, and triggers on
customer retention. Journal of Marketing, 69(4), 210-218.
Haghighi, Mohammad , Dorosti A., Rahmana A., & Hoseinpour Ali. 2012.
Evaluation of factors affecting customer loyalty in the restaurant industry.
African Journal of Business Management .Vol. 6 (14), pp. 5039-5046.
Han, Heesup & Ryu, Kisang. 2010. New or repeat customer: How does physical
environment influence their restaurant experience?. International Journal
of Hospitaly Management. Vol.30(2011) : 599-611.
Jasfar Farida. 2002. Kualitas Hubungan (Relationship Quality) Dalam Jasa
Penjualan : Pengaruh Hubungan Interpersonal Tenaga Penjualan Pada
Perusahaan Asuransi Jiwa. Jurnal Riset Ekonomi dan Manajemen.Vol. 2
No.3. Hal . 18-30.
Kim W.G., Lee Y., Yoo Y. 2006. Predictors of relationship quality and
relationship outcomes in luxury restaurant. J. Hosp. Tour. Res., 30(2): 143169.
Kotler ,P. (2002). Manajemen pemasaran. Jilid kedua. (10th ed). Jakarta :
Prenhallindo.
Kotler, P., & Amstrong, G. 2004. Principle of Marketing. (10th ed.). New Jersey:
Prentice Hall International, inc.
Kusumah, Ridwan Zia. 2011. Analisis Pengaruh Kualitas Produk dan Kualitas
Pelayanan terhadap Keputusan Pembelian pada Restoran Waroeng Taman
Singosari di Semarang. Skripsi. Semarang : Fakultas Ekonomi, Universitas
Diponegoro.
MacLaurin DJ, MacLaurin TL. 2002. Customer perceptions of Singapore’s theme
restaurants. Cornell Hotel Rest. Adm. Q., 41(3): 75-85.
76
Martin-Ruiz, D., and Rondan-Cataluna, F. J. 2008. “ The Nature and
Consequenses of Price Unfairness in Service: A Comparison to tangible
Goods”. International Journal of Service Industry Management, Vol. 19
No. 3,pp. 325-352.
Matzler, K., Brigit, R., and Faullant, R. 2007. “ Dimensions of Price satisfaction :
A Replication And Extention ”. The International Journal of Bank
Marketing, Vol. 25 No. 6,pp. 394-405.
Mosavi Seyed Alireza & Ghaedi Mahnoosh. 2012. The effects of relationship
marketing on relationship quality in luxury restaurants. African Journal of
Business Management, Vol.6 (19), pp. 6090 – 6102.
Muqarrobin
Firdaus.
2014.
Instrumen
Penelitian.
(online),
(http://www.eurekapendidikan.com/2014/11/instrumen-penelitian.html,
diakses tanggal 2 November 2014).
Oh H., 2000. The effect of brand class, brand awarness, and price oncustomer
value and behavioral intentions. J. Hosp. Tour. Res., 24(2): 136-162.
Parsons A.L., 2002. What determines buyer - seller relationship quality? An
investigation from the buyer’s perspective. J. Supply Chain Manage .,
38(2): 4-12.
Rajaobelina Lova, & Bergeron Jasmin. 2009. Antecedents and consequences of
buyer-seller relationship quality in the financial services industry. Canada:
School of Business and Management, University of Quebec in Montreal.
( www.emeraldinsight.com/0265-2323.htm).
Ryu, K., Jang, S., 2008b. The influence of the physical environment on customer
emotions and behavioral intentions: the application of modified
Mehrabian–Russell model. The Service Industries Journal 28 (8), 1151–
1165.
Ryu, K., & Han Heesup. 2010. Influence of the Quality of Food, Service, and
Physical Environment on customer satisfaction an behavioral intention in
quick- casual restaurants : moderating role of perceived price. Journal of
Hospitality & tourism Research, Vol. 34 : 310.
Saxe R, Weitz BA (1982). The SOCO scale: A measure of the customer
orientation of salespeople. J . Market. Res. 19: 343-353 .
Stevens P., Knutson B., & Patton M. (1995). DINESERV: a tool for measuring
service quality in restaurants. Cornell Hotel Rest. Adm. Q., 36(2) : 56-60.
77
Sugiyanto Jimmy & Sugiharto Sugiono,S.E.,M.M. 2013. Analisa Pengaruh
Service Quality, Food Quality, dan Price Terhadap Kepuasan Pelanggan
Rastoran Yung Ho Surabaya. Jurnal Manajemen Pemasaran Petra, Vol.1,
No. 2, 1- 10.
Sugiyono, 2009, “Metode Penelitian Kuantitatif Kualitatif Dan RD”, Alfabeta,
Bandung.
Umar, Husein, 2005, Metode Penelitian Untuk Skripsi dan Tesis Bisnis, Jakarta :
PT. Raja Grafindo Persada.
Vania Jennie & Kuntardjo Yuanita. 2010. Analisa Perbedaan Persepsi Konsumen
Terhadap Lingkungan Fisik Di Restoran Platimnum Grill Surabaya.
Surabaya : Jurusan Manajemen Perhotelan, Universitas Kristen Petra.
Wardani, Eka S. 2009. Pengaruh Kompensasi, Keahlian dan Motivasi Kerja
terhadap Prestasi Kerja Karyawan pada PT. Pembangkitan Jawa Bali
Unit Pembangkitan Muara Tawar. Depok: Fakultas Ekonomi, Jurusan
Manajemen, Universitas Gunadarma.
Yunus, Astiani. 2014. Pengaruh Kualitas Produk, Lokasi dan Lingkungan Fisik
tehadap Pembelian Ulang pada Warung Kopi Harapan J2 di Kota Palu. eJournal Katalogis, Vol. 2. No.7. hlm 1-12.
Https://library.binus.ac.id/eColls/.../2014-2-01654-HM%20Bab2001.pdf. Diakses
tanggal 01 Februari 2014.