Conclusion CONCLUSION AND IMPLICATION

76 REFERENCES Asghar Afshar Jahanshahi PhD Scholar in Business Administration Department of Commerce Research Center University of Pune, India, and Mohammad Ali Hajizadeh Gashti Department of Management, Faculty of Management and Human Resource Development Universiti Teknologi Malaysia, Malaysia, June 2011 „’ Study the Effects of Customer Service and Product Quality on Customer Satisfaction. Cooper, Donald and Schindler , Business Research Method. 8th edition. Mc- Grrawill 2003. Fitzsimmons, James and Fitzsimmons, Mona. Service Management. Fourth Edition. Mc-Grawhill. Ghozali, Imam, “ Aplikasi Analisis Multivariate Dengan Program SPSS”, UNDIP, Semarang, 2005. Gloria K.Q Agyapong Department of Management Studies, School of Business, University of Cape Coast, Ghana May 2011 International Journal of Business, The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone Ghana. Hamid, Abdul “Panduan Penulisan Skripsi, FEIS, Jakarta, 2007. Hummayoun Naeem, Foundation University Institute of Engineering and Management, Pakistan and Asma Akram, Fatima Jinnah Women University, Pakistan, International Business Economics Research Journal – December 2009,’’’ Service Quality And Its Impact On Customer Satisfaction’’’... K. .Ravichandran College of Business Administration in Alkharj, King Saud University and S. Arun Kumar Department of Management Studies, Saranathan College of Engineering April 2010, International Journal 77 of Business and Management’’’ Influence of Service Quality on Customer Satisfaction Application of Servqual Model.. Khaled Nawaser MBA - Marketing Management, University of Pune, India 2011, International Journal of Humanities a nd Social Science ‘’ Effects of Customer Service and Product Quality on Customer Loyalty’’.. Kotler, Philip, Kevin Lane Keller 2009. Marketing management thirtheen edition Pearson Prentice Hall. Malhotra, Naresh, K, Mark Peterson 2004. Marketing Research. New Jersey. Pearson Prentice Hall Perreault, William D Jr. E. Jerome McCarthy. 2005 Basic Marketing 15th ed.McGraw- HillIrwin, New York, NY. Reicheld F.F P.Schefter. E-loyalty your Secret weapon on the Web. Harvard Business Review 2000. Wibowo, Agung Edy. 2012. Aplikasi Praktis SPSS dalam Penelitian. Yogyakarta: Gava Media. Meenaghan T, “ the role of advertising in development” Journal on product and management, Vol. 4, No. 4, pp. 23-34 Lupiyodi, R and A.Hamdani... management marketing jakarta 2009 Reichheld, F.F P. Schefter. E-loyalty your secret weapon on the web. Harvard Business Review. Reicheld, The loyalty effect “ The Hidden force behind growth, profits and lasting value ; Boston : Harvard Business School Business. Robinson, S. 2007 “ Measuring service quality, Current Thinking and Future Requirements. Marketing intelligence and planning. Sugiono “ Strategi jitu memilih model statistik penelitian Dengan SPSS’

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