DAFTAR PUSTAKA Analisis Faktor-Faktor Yang Mempengaruhi Word Of Mouth Terhadap Loyalitas Pelanggan Dr. Sophia House Of Beauty Banjarmasin.
DAFTAR PUSTAKA
Bone, Paula Fitzerald, (1995), “Word of Mouth Effects on Short term
and Long term Product Judgements”, Journal Business Reseach.
Boulding, W. , Kalra, A. , Staelin, R. and Zeitharal, V.A. (1993), “A
dynamic process
model of service quality: from
expectations to behavioral intentions”, Journal of Marketing
Research, Vol. 30.
Dodds, William B; Monroe, Kent B; Grewal, Dhruv, (1991), “Effects
of Price, Brand, AndStoree Information on Buyers Product
Evaluations”, Jurnal of Marketing research.
Gauri. K, Bhatnagar and Rao (2008). “Role of Word of Mouth in
Online Store Loyalty”, Communication of The ACM, Vol 51,
No 3.
Griffin, Jill (2005), Customer Loyalty :Menumbuhkan
mempertahankan Pelanggan, Erlangga, Jakarta.
dan
Gwinner, Kevin P., Dwayne D Gremler and Marry Jo Bitner, (1998),
“Relational Benefits In Services Industries: The Customer’s
Perspective”, Journal of The Academy of Marketing Science.
Hair, Joseph F., Jr; Black, William C; Babin, Barry J; Anderson, Rolph
E; Tatham, Ronald L, (2006). Multivariate Data Analysis (6th
ed.). Upper Saddle River, New Jersey: Prantice Hall, Inc. 2006.
Harrison, L. Jean -Walker, (2001), “The Measurement Of Word Of
Mouth Communication And An Investigation Of Service
Quality And Customer Commitment As Potential Antecedents”,
Journal of Service Research,
Hermawan Kartajaya, (2006), Hermawan Kartajaya Seri 9 Elemen
Marketing on Service, Markplus& Co
Indriani, Istri dan Nurcaya (2015), “Pengaruh Kualitas Pelayananan
Terhadap Word of Mouth yang Dimediasi oleh Kepercayaan
Pelanggan pada PT. Auto Bagus Rent A Car Denpasar, Jurnal
Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Udayana
Bali, Indonesia
Irwanto, Agus, Fatchur Rohman dan Noermijati, (2013), “Analisis
Pengaruh Kualitas Produk dan Strategi Harga terhadap
Kepuasan Pelanggan, dan Pengaruhnya pada Terbentuknya
Word-of-mouth di Perumahan Madani Group Jabodetabek”,
Jurnal Aplikasi Manajemen
61
62
Khan, Saba Anwar, Ramzan,Shoaib, Mohyuddin, (2015), “Impact of
Word of Mouth on Consumer Purchase Intention”, Journal
institute of Business and Management.”, University of
Enginnering and Technology, Lathore, Pakistan.
Wahyuni, Sri, Fitriani, Nainggolan, (2016), “Does Service Quality of
Customer Support Influence Customer Satisfaction and Word of
Mouth ?: A Case At PT AMADEUS INDONESIA”, International
Journal of Advance Research.
Kotler, (2002). Manajemen Pemasaran. Edisi Milenium. Jakarta: PT.
Prenhallindo
Kotler and Keller (2009). Manjaemen Pemasaran. Edisi Ketiga Belas,
Jilid Satu, Penerbit Erlangga , Jakarta.
Kotler, Philip dan Gary Armstrong. (2008). Prinsip-prinsip
Pemasaran. (Terjemahan, Edisi ke-12 jilid 1). Jakarta: PT
Penerbit Erlangga
Lovelock, Christopher H dan Wright, Lauren K. 2005. Manajemen
Pemasaran Jasa. Jakarta: PT. Indeks Kelompok Gramedia
Lovelock. CH (2001), Service Marketing, People, Technology,
Strategy 4th ed,Prentice Hall Upper Sadle River, NJ
Machfudz, Masyhuri, (2014), Metodelogi Penelitian Ekonomi,
GENIUS MEDIA, Malang.
Malhotra, Netra K (2005). Riset Pemasaran. Edisi Keempat. Jakarta :
Indeks
Mulyadi, (2007), “Efektifitas
03/VII/Maret, 53-54
Word
of
Mouth”.
Marketing
Money, Gilly and Graham, (1998), “Explorations of National Culture
and Word of Mouth Referral behavior in The Purchase of
Industrial Services in the United States and Japan”, Journal of
Marketing.
Nikookar Gholamhossein, Elnaz, Samira, and Reza (2015),
“Investigating Influential Factors on Word of Mouth in Service
Industries: The case of Iran Airline Compan”, Journal Social
and behavioral Sciences, Department of Management,
University of Imam Hossein, Tehran, Iran.
Ntale, Peter Dithan, Muhammad and Andrew (2013), “Relationship
Marketing, Word of Mouth Communication and Consumer
63
Loyalty in Uganda Mobile Telecommunication Industry”,
African Journal of Business Management, Faculty of Marketing
of Hospitality, Markere University Business School, Uganda.
Nugraha, Ajie , Suharyono dan Andriani Kusumawati (2015),
“Pengaruh Word of Mouth Terhadap Keputusan Pembelian dan
Kepuasan Konsumen : studi pada konsumen Kober Mie Setan”,
Jurnal Administrasi Bisnis, Fakultas Ilmu Administrasi
Universitas Brawijaya Malang.
Oei, Istijanto (2010), Riset sumber daya manusia, PT. Gramedia
Pustaka Utama, Jakarta.
Parasuraman, A, Berry,LL dan Zeithamil, VA (1990), “An Empirical
Examination Of Relationships In An Extended Servicequality
Model Report”, Marketing Sciences Institute, Camberige, MA.
Parasuraman, A (2002), service quality, coral Gables : University of
Miami, Library assessment and Benchmarking Institute
Monetery.
Peter, J. Paul dan Jerry C. Olson (2000), Consumer Behaviour :
Perilaku Konsumen dan strategi Pemasaran, Erlangga, Jakarta.
Pranastiti, Widya (2012), “Hubungan Antara Kualitas Produk dan
Kepuasan Konsumen dengan Word of Mouth Communication
pada Mahasiswa Pengguna Blackberry di Universitas
Surabaya”, Jurnal Ilmiah Mahasiswa Universitas Surabaya,
Fakultas Psikologi, Universitas Surabaya.
Riduwan dan Kuncoro, Engkos Achmad. 2011. Cara Menggunakan
dan Memaknai Analisis Jalur (Path Analysis). Bandung:
Alfabeta
Sangadji dan Sopiah (2013), Perilaku Konsumen, C.V ANDI OFFSET,
Yogyakarta.
Sarwono, Jonathan, (2011), “Mengenal path analysis: sejarah,
pengertian dan aplikasi”. Jurnal Ilmiah Manajemen Bisnis, Vol
11, 285-296.
Soeratno dan Arsyad (1999), Metodelogi Penelitian untuk Ekonomi
dan Bisnis, UPP AMP YKPN, Yogyakarta
Sugiyono (2004), Metode Penelitian Bisnis, CV Alpha Betha, Bandung
Thurau, Thorsnten Hennig, Kevin P Gwinner, Dwayne D. Greimer,
(2002), “Understanding Relationship Marketing Outcomes: An
64
Integration Of Benefits And Relationship Quality”, Journal of
Service Research.
Tjiptono, Fandy dan Gregorius Chandra (2007). Service Quality and
Satisfaction (edisi 2),CV ANDI, Yogyakarta
Utami, Mira Maulani dan Ayu Noviani Hanum, (2010), “Analisis
faktor faktor yang mempengaruhi word of mouth mahasiswa
UNIMUS”. Jurnal unimus
Wirtz and Chew, (2002), “The Effects of Incentives, Deal Proneness,
Satisfaction and Tie Strength on Word of Mouth Behaviour”,
International Journal of Service Industry Management.
https://metodepenelitiana.wordpress.com/desain-penelitian-1/
Bone, Paula Fitzerald, (1995), “Word of Mouth Effects on Short term
and Long term Product Judgements”, Journal Business Reseach.
Boulding, W. , Kalra, A. , Staelin, R. and Zeitharal, V.A. (1993), “A
dynamic process
model of service quality: from
expectations to behavioral intentions”, Journal of Marketing
Research, Vol. 30.
Dodds, William B; Monroe, Kent B; Grewal, Dhruv, (1991), “Effects
of Price, Brand, AndStoree Information on Buyers Product
Evaluations”, Jurnal of Marketing research.
Gauri. K, Bhatnagar and Rao (2008). “Role of Word of Mouth in
Online Store Loyalty”, Communication of The ACM, Vol 51,
No 3.
Griffin, Jill (2005), Customer Loyalty :Menumbuhkan
mempertahankan Pelanggan, Erlangga, Jakarta.
dan
Gwinner, Kevin P., Dwayne D Gremler and Marry Jo Bitner, (1998),
“Relational Benefits In Services Industries: The Customer’s
Perspective”, Journal of The Academy of Marketing Science.
Hair, Joseph F., Jr; Black, William C; Babin, Barry J; Anderson, Rolph
E; Tatham, Ronald L, (2006). Multivariate Data Analysis (6th
ed.). Upper Saddle River, New Jersey: Prantice Hall, Inc. 2006.
Harrison, L. Jean -Walker, (2001), “The Measurement Of Word Of
Mouth Communication And An Investigation Of Service
Quality And Customer Commitment As Potential Antecedents”,
Journal of Service Research,
Hermawan Kartajaya, (2006), Hermawan Kartajaya Seri 9 Elemen
Marketing on Service, Markplus& Co
Indriani, Istri dan Nurcaya (2015), “Pengaruh Kualitas Pelayananan
Terhadap Word of Mouth yang Dimediasi oleh Kepercayaan
Pelanggan pada PT. Auto Bagus Rent A Car Denpasar, Jurnal
Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Udayana
Bali, Indonesia
Irwanto, Agus, Fatchur Rohman dan Noermijati, (2013), “Analisis
Pengaruh Kualitas Produk dan Strategi Harga terhadap
Kepuasan Pelanggan, dan Pengaruhnya pada Terbentuknya
Word-of-mouth di Perumahan Madani Group Jabodetabek”,
Jurnal Aplikasi Manajemen
61
62
Khan, Saba Anwar, Ramzan,Shoaib, Mohyuddin, (2015), “Impact of
Word of Mouth on Consumer Purchase Intention”, Journal
institute of Business and Management.”, University of
Enginnering and Technology, Lathore, Pakistan.
Wahyuni, Sri, Fitriani, Nainggolan, (2016), “Does Service Quality of
Customer Support Influence Customer Satisfaction and Word of
Mouth ?: A Case At PT AMADEUS INDONESIA”, International
Journal of Advance Research.
Kotler, (2002). Manajemen Pemasaran. Edisi Milenium. Jakarta: PT.
Prenhallindo
Kotler and Keller (2009). Manjaemen Pemasaran. Edisi Ketiga Belas,
Jilid Satu, Penerbit Erlangga , Jakarta.
Kotler, Philip dan Gary Armstrong. (2008). Prinsip-prinsip
Pemasaran. (Terjemahan, Edisi ke-12 jilid 1). Jakarta: PT
Penerbit Erlangga
Lovelock, Christopher H dan Wright, Lauren K. 2005. Manajemen
Pemasaran Jasa. Jakarta: PT. Indeks Kelompok Gramedia
Lovelock. CH (2001), Service Marketing, People, Technology,
Strategy 4th ed,Prentice Hall Upper Sadle River, NJ
Machfudz, Masyhuri, (2014), Metodelogi Penelitian Ekonomi,
GENIUS MEDIA, Malang.
Malhotra, Netra K (2005). Riset Pemasaran. Edisi Keempat. Jakarta :
Indeks
Mulyadi, (2007), “Efektifitas
03/VII/Maret, 53-54
Word
of
Mouth”.
Marketing
Money, Gilly and Graham, (1998), “Explorations of National Culture
and Word of Mouth Referral behavior in The Purchase of
Industrial Services in the United States and Japan”, Journal of
Marketing.
Nikookar Gholamhossein, Elnaz, Samira, and Reza (2015),
“Investigating Influential Factors on Word of Mouth in Service
Industries: The case of Iran Airline Compan”, Journal Social
and behavioral Sciences, Department of Management,
University of Imam Hossein, Tehran, Iran.
Ntale, Peter Dithan, Muhammad and Andrew (2013), “Relationship
Marketing, Word of Mouth Communication and Consumer
63
Loyalty in Uganda Mobile Telecommunication Industry”,
African Journal of Business Management, Faculty of Marketing
of Hospitality, Markere University Business School, Uganda.
Nugraha, Ajie , Suharyono dan Andriani Kusumawati (2015),
“Pengaruh Word of Mouth Terhadap Keputusan Pembelian dan
Kepuasan Konsumen : studi pada konsumen Kober Mie Setan”,
Jurnal Administrasi Bisnis, Fakultas Ilmu Administrasi
Universitas Brawijaya Malang.
Oei, Istijanto (2010), Riset sumber daya manusia, PT. Gramedia
Pustaka Utama, Jakarta.
Parasuraman, A, Berry,LL dan Zeithamil, VA (1990), “An Empirical
Examination Of Relationships In An Extended Servicequality
Model Report”, Marketing Sciences Institute, Camberige, MA.
Parasuraman, A (2002), service quality, coral Gables : University of
Miami, Library assessment and Benchmarking Institute
Monetery.
Peter, J. Paul dan Jerry C. Olson (2000), Consumer Behaviour :
Perilaku Konsumen dan strategi Pemasaran, Erlangga, Jakarta.
Pranastiti, Widya (2012), “Hubungan Antara Kualitas Produk dan
Kepuasan Konsumen dengan Word of Mouth Communication
pada Mahasiswa Pengguna Blackberry di Universitas
Surabaya”, Jurnal Ilmiah Mahasiswa Universitas Surabaya,
Fakultas Psikologi, Universitas Surabaya.
Riduwan dan Kuncoro, Engkos Achmad. 2011. Cara Menggunakan
dan Memaknai Analisis Jalur (Path Analysis). Bandung:
Alfabeta
Sangadji dan Sopiah (2013), Perilaku Konsumen, C.V ANDI OFFSET,
Yogyakarta.
Sarwono, Jonathan, (2011), “Mengenal path analysis: sejarah,
pengertian dan aplikasi”. Jurnal Ilmiah Manajemen Bisnis, Vol
11, 285-296.
Soeratno dan Arsyad (1999), Metodelogi Penelitian untuk Ekonomi
dan Bisnis, UPP AMP YKPN, Yogyakarta
Sugiyono (2004), Metode Penelitian Bisnis, CV Alpha Betha, Bandung
Thurau, Thorsnten Hennig, Kevin P Gwinner, Dwayne D. Greimer,
(2002), “Understanding Relationship Marketing Outcomes: An
64
Integration Of Benefits And Relationship Quality”, Journal of
Service Research.
Tjiptono, Fandy dan Gregorius Chandra (2007). Service Quality and
Satisfaction (edisi 2),CV ANDI, Yogyakarta
Utami, Mira Maulani dan Ayu Noviani Hanum, (2010), “Analisis
faktor faktor yang mempengaruhi word of mouth mahasiswa
UNIMUS”. Jurnal unimus
Wirtz and Chew, (2002), “The Effects of Incentives, Deal Proneness,
Satisfaction and Tie Strength on Word of Mouth Behaviour”,
International Journal of Service Industry Management.
https://metodepenelitiana.wordpress.com/desain-penelitian-1/