S MPP 1202910 Bibliography
xxi
DAFTAR PUSTAKA
Ariyani, dwi dan Rosinta, Febrina. 2010. Pengaruh Kualitas Layanan terhadap
Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal
Ilmu Administrasi dan Organisasi Volume 17, Nomor 2: Universitas
Indonesia.
Arief, Muhtosim. 2006. Pemasaran Jasa dan Kualitas Pelayanan. Malang:
Bayumedia Publishing
Badgett, Melody, Maureen Stancik Boyce and Herb Kleinberger. 2007. Turning
Shoppers into Advocates. IBM Institute for Business Value.
Bagyono. 2007. Pariwisata dan Perhotelan. Bandung: CV. Alfabeta.
Buer, Lili Luo Viscount B. 2015. Reference service evaluation at an African
academic library: the user perspective. Library Review, Vol. 64 Iss 8/9
pp. 552 – 566
Countyman, Cary C. 2004. The effects of atmospheric elements on customer
impression: the case of hotel lobbies. International Journal of
Contemporary Hospitality Management: Emerald Insight.
Chumakova, Anastasia. 2014. Customer satisfaction on facility services in
terminal 2 of Tampere Airport . Jurnal Internasional Applied Science.
Cooper, Donald R, Pamela S. Schindler. 2003. Business Research Methods.
Eighth Edition. New York: McGraw-Hill/Irwin.
___________________________________. 2006, Bussines Research Methods, 9th
edition. New York: McGraw-Hill International Edition.
Eridiana, W. 2008. Sarana Akomodasi sebagai Pemanjang Kepariwisataan di
Jawa Barat. Jurnal. Bandung: Universitas Pendidikan Indonesia.
Elisabeth dan Noerwasito. 2013. Analogi Memori dalam Perancangan Terminal
Penumpang Bandar Udara Juanda Surabaya. Jurnal Sains dan Seni
POMITS Vol. 2
Fitriyani, Fuji Nur. 2016. Pengaruh Perceived Value terhadap Behavioral
Intentions. Universitas Pendidikan Indonesia
Fodness, Dale dan Murray, Brian. 2007. Passengers’ Expectasions of Airport
Service Quality. Jurnal of service marketing.
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxii
G.M. Rynja D.C. Moy. 2006. Laboratory service evaluation: laboratory product
model and the supply chain. Benchmarking: An International Journal,
Vol. 13 Iss 3 pp. 324 – 336
Grigoroudis, Evangelos & Yannis Siskos. 2010. Customer Satisfaction
Evaluation. New York: Springer.
Graham, Anne. 2014. Managing Airports: An International Perspective (4th
edition). New York: Routledge.
Hartmann, Monica E. 2011. DRAFT Access to Airport Facilities: Its Impact on
Market Competition. Jurnal Internasional: Research Gate.
Hogg, Mark Gabbott Gillian. 2000). An empirical investigation of the impact of
non-verbal communication on service evaluation. European Journal of
Marketing, Vol. 34 Iss 3/4 pp. 384 – 398.
Husein, Umar. 2009. Metode Penelitian Untuk Skripsi dan Tesis Bisnis. Jakarta:
PT. Raja Grafindo Persada.
Jeffrey, Techie-Menson. 2014. The Impact of Customer Service Quality on
Passanger Satisfaction. Disertasi: Kwame Nkrumah University.
Kamaluddin, Rustian. 2009. Ekonomi Transportasi: Karakteristik, Teori dan
Kebijakan. Jakarta: Ghalia Indonesia.
Khattab, Sulaiman A, et al. 2011. Perceptions of Service Quality in Jordanian
Hotels. Jurnal Internasional Bisnis dan Manajemen. Jordan.
Kotler, Philip dan Keller, Kevin Lane. 2016. Manajemen Pemasaran. Jakarta:
Erlangga
Kotler, Phillip, John T. Bowen and James Makens. 2014. Marketing For
Hospitality and Tourism Sixth Edition : International Edition. United
Kingdom: Pearson.
Kraal, Ben, Vesna Poppovic dan Philip Kirk. 2010. Toward Airport Passanger
Experience Model. Australia: QUT Digital Repository.
Kraal, Ben, Vesna Poppovic dan Philip Kirk. 2009. Passenger experience in an
airport : an activity centred approach. Australia: QUT Digital
Repository
Kuo, Nien-te, Chang Kuo Chien. 2011. The Impact of Service Quality, Customer
Satisfaction and Customer Loyalty in the Travel Agency Sector:
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxiii
Moderating Effect of Perceived Value. Jurnal Internasional. China:
Research Gate
Lin, I.Y. 2004. Evaluating a servicescape: the effect of cognition and emotion.
International Journal of Hospitality Management: Emerald Insight.
Lovelock, Christopher dan Jochen Wirtz. 2011. Service Marketing: People,
Technology, Strategy (7th Edition). New Jersey: Pearson Prentice Hall.
Lupiyoadi, Hamdani. 2006. Manajemen Pemasaran Jasa. Jakarta : Penerbit
Salemba Empat.
Lubbe, Berendien; Anneli Douglas; dan Julia Zambellis. 2010. An application of
the airport service quality model in South Africa. Jurnal Internasional Air
Transport Management. Sout Africa: Elsevier.
Malhotra, Naresh K. 2010. Marketing Research on Applied Orientation. New
Jersey: Pearson.
Matilla, Anna S. 1999. The Role of Culture in Service Evaluation Process. Journal
of Service Research, Volume 1, No. 3, February 1999 250-261
Meyers, Koen. 2009. Ekowisata: Panduan Dasar Pelaksanaan. Nias: Dinas
Pariwisata dan Kebudayaan Nias Selatan.
Miro, Fidel. 2005. Perencanaan Transportasi. Jakarta: Erlangga.
Muhammad, S. A., dan Sungplee. 2015. Factors of Customer’s Preference of Visiting
Coffee Shop in South Korea. International Journal of Sciencies: Basic and
Applied Research (IJSBAR).
Muyeed, Md. Abdul. 2012. Customer Perception on Service Quality in Retail
Banking in Developing Countries - A Case Study. Jurnal Internasional
Marketing Studies. Bangladesh: http://dx.doi.org/10.5539/ijms.v4n1p116
O’Cass, Debra Grace Aron O'Cass. 2004. Examining service experiences and
post-consumption evaluations. Journal of Services Marketing, Vol. 18 Iss
6 pp. 450 – 461
Pendit, Nyoman S. 2003. Ilmu Pariwisata. Jakarta: PT. Pradnya Paramita
Phiri, Dr. Maxwell Agabu & Mcwabe, Thobeleni. 2013. Customers’ Expectation
and Perceptions of Service Quality. Jurnal Internasional Social Science.
University of KwaZulu Natal, Pietermaritzburg.
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxiv
Pitana, I Gede dan Gayatari, Putu G. 2005. Sosiologi Pariwisata. Yogyakarta : CV
Andi Offset.
Piyush Sharma Ivy S.N. Chen Sherriff T.K. Luk. 2012. Gender and age as
moderators in the service evaluation process. Journal of Services
Marketing, Vol. 26 Iss 2 pp. 102 – 114
Prebežac, D., Mikulić, J., Jurković, P. 2010. Passenger perceptions of airport
service performance - A three-dimensional importance-performance
analysis. Jurnal Internasional.
Rambocas, Pedro Quehas Brito Meena. 2016. Assessing the impact of mystery
client traits on service evaluation. Journal of Services Marketing, Vol. 30
Iss 4 pp.
Rawson, Alex, Ewan Duncan dan Conor Jones. 2013. The Truth About Costumer
Experience. Harvard Business Review
Sally Rao Hill Alastair Tombs. 2011. The effect of accent of service employee on
customer service evaluation. Managing Service Quality: An International
Journal, Vol. 21 Iss 6 pp. 649 – 666
Schiffman, Leon G. Leslie Lazar Kanuk and Havard Hansen. 2012. Consumer
Behaviour A European Outlook Second Edition. United Kingdom :
Pearson Education Limited.
Sekaran, uma and Bougie, Roger. 2013. Research Methods for Business: A Skill
Building Approach 6th Edition. Wiley. New york: John Wiley and Sons,
Inc.
Sekaran, Uma. 2006. Research Method of Business. Jakarta: Salemba Empat.
___________. 2008. Research Method of Business. Jakarta: Salemba Empat.
Silalahi, Ulber. 2009. Metode Penelitian Sosial. Bandung: Revika Aditama
Sugiyono. 2008. Metode Penelitian Bisnis. Bandung: CV. Alfabeta
________. 2011. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung:
CV. Alfabeta
________. 2012. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung:
CV. Alfabeta.
Soekadijo, R.G. 2000. Anatomi Pariwisata. Jakarta : PT. Gramedia.
Sweetwood, Adele. 2014. Lessons from the Leading Edge of Customer
Experience Management. Harvard Business School Publishing
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxv
Talaga, Louis A. Tucci James. 1997. Service guarantees and consumers’
evaluation of services. Journal of Services Marketing, Vol. 11 Iss 1 pp.
10 – 18
Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality & Satisfacion.
Yogyakarta: CV. Andi Offset.
Tsoukatos, Apostolos Giovanis Pinelopi Athanasopoulou Evangelos. 2016. The
role of corporate image and switching barriers in the service evaluation
process. EuroMed Journal of Business, Vol. 11 Iss 1 pp. 132 – 158
Twycross, Allison dan Allison Shorten. 2014. Service Evaluation, Audit and
Research: What is The Difference?. United Kingdom.
Undang - undang RI No. 1 Tahun 2009 Tentang Penerbangan.
Undang - Undang RI No. 10 Tahun 2009 Tentang Kepariwisataan.
Verhoef, Lemon, Parasuraman, Roggeveen, Tsiros, Schlesinger. 2009. Customer
Experience Creation: Determinants, Dynamics and Management
Strategies. Journal of Retailing: Elsavier.
Walanchalee, Wattanacharoensil dan Markus Schuckert. 2015. An Airport
Experience Framework from a Tourism Perspective. United Kingdom.
Jurnal Internasional: Research Gate.
Wikström, Anna Essén Solveig. 2008. The role of emotion in service evaluation.
Managing Service Quality: An International Journal, Vol. 18 Iss 2 pp.
147 - 162
Lembaga
Dinas Kebudayaan dan Pariwisata Kota Palembang.
Direktorat Jenderal Perhubungan Udara – Kementerian Perhubungan Republik
Indonesia.
PT. Angkasa Pura II Cabang Palembang – Bandara Sultan Mahmud Badaruddin II
Website
Admin.
2011. Pengertian Bandar Udara – Airport. [Online]:
http://bandaraonline.com/airport/pengertian-bandar-udara-airport.
(Available: 10 Januari 2016).
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxvi
Fauzu Tamam. 2016. FIR (Flight Information Region) Di Wilayah Udara
Indonesia. [online] http://fhukum.unpatti.ac.id/hkm-internasional/358-firflight-information-region . Universitas Pattimura.
Kadek Agus Parsuta. 2013. Ground Handling.
http://kadekagusparsuta.blogspot.co.id/2013/05/ground-handling.html.
The
Travel & Tourism Competitiveness Index 2015 Rangking http://reports.weforum.org/travel-and-tourism-competitiveness-report2015/index-results-the-travel-tourism-competitiveness-index-ranking2015/
Syahban dan Ita. 2015. Langkah Mudah Menciptakan Momen WOW Dengan
Customer Dari Buku WOW Marketing. [online]. Get Scoop
http://prodaya.com/pemerintah-ganti-5-radar-tua-empat-bandara/ [online]. 2016
http://phcargomalang.com/ganti-radar-tua-airnav-pasang-radar-baru-di-empatbandara/ [online] 2016
http://bandarasoekarnohatta.com/daftar-bandar-udara-bertaraf-internasional-diindonesia.info [online]. 2015
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
DAFTAR PUSTAKA
Ariyani, dwi dan Rosinta, Febrina. 2010. Pengaruh Kualitas Layanan terhadap
Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal
Ilmu Administrasi dan Organisasi Volume 17, Nomor 2: Universitas
Indonesia.
Arief, Muhtosim. 2006. Pemasaran Jasa dan Kualitas Pelayanan. Malang:
Bayumedia Publishing
Badgett, Melody, Maureen Stancik Boyce and Herb Kleinberger. 2007. Turning
Shoppers into Advocates. IBM Institute for Business Value.
Bagyono. 2007. Pariwisata dan Perhotelan. Bandung: CV. Alfabeta.
Buer, Lili Luo Viscount B. 2015. Reference service evaluation at an African
academic library: the user perspective. Library Review, Vol. 64 Iss 8/9
pp. 552 – 566
Countyman, Cary C. 2004. The effects of atmospheric elements on customer
impression: the case of hotel lobbies. International Journal of
Contemporary Hospitality Management: Emerald Insight.
Chumakova, Anastasia. 2014. Customer satisfaction on facility services in
terminal 2 of Tampere Airport . Jurnal Internasional Applied Science.
Cooper, Donald R, Pamela S. Schindler. 2003. Business Research Methods.
Eighth Edition. New York: McGraw-Hill/Irwin.
___________________________________. 2006, Bussines Research Methods, 9th
edition. New York: McGraw-Hill International Edition.
Eridiana, W. 2008. Sarana Akomodasi sebagai Pemanjang Kepariwisataan di
Jawa Barat. Jurnal. Bandung: Universitas Pendidikan Indonesia.
Elisabeth dan Noerwasito. 2013. Analogi Memori dalam Perancangan Terminal
Penumpang Bandar Udara Juanda Surabaya. Jurnal Sains dan Seni
POMITS Vol. 2
Fitriyani, Fuji Nur. 2016. Pengaruh Perceived Value terhadap Behavioral
Intentions. Universitas Pendidikan Indonesia
Fodness, Dale dan Murray, Brian. 2007. Passengers’ Expectasions of Airport
Service Quality. Jurnal of service marketing.
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxii
G.M. Rynja D.C. Moy. 2006. Laboratory service evaluation: laboratory product
model and the supply chain. Benchmarking: An International Journal,
Vol. 13 Iss 3 pp. 324 – 336
Grigoroudis, Evangelos & Yannis Siskos. 2010. Customer Satisfaction
Evaluation. New York: Springer.
Graham, Anne. 2014. Managing Airports: An International Perspective (4th
edition). New York: Routledge.
Hartmann, Monica E. 2011. DRAFT Access to Airport Facilities: Its Impact on
Market Competition. Jurnal Internasional: Research Gate.
Hogg, Mark Gabbott Gillian. 2000). An empirical investigation of the impact of
non-verbal communication on service evaluation. European Journal of
Marketing, Vol. 34 Iss 3/4 pp. 384 – 398.
Husein, Umar. 2009. Metode Penelitian Untuk Skripsi dan Tesis Bisnis. Jakarta:
PT. Raja Grafindo Persada.
Jeffrey, Techie-Menson. 2014. The Impact of Customer Service Quality on
Passanger Satisfaction. Disertasi: Kwame Nkrumah University.
Kamaluddin, Rustian. 2009. Ekonomi Transportasi: Karakteristik, Teori dan
Kebijakan. Jakarta: Ghalia Indonesia.
Khattab, Sulaiman A, et al. 2011. Perceptions of Service Quality in Jordanian
Hotels. Jurnal Internasional Bisnis dan Manajemen. Jordan.
Kotler, Philip dan Keller, Kevin Lane. 2016. Manajemen Pemasaran. Jakarta:
Erlangga
Kotler, Phillip, John T. Bowen and James Makens. 2014. Marketing For
Hospitality and Tourism Sixth Edition : International Edition. United
Kingdom: Pearson.
Kraal, Ben, Vesna Poppovic dan Philip Kirk. 2010. Toward Airport Passanger
Experience Model. Australia: QUT Digital Repository.
Kraal, Ben, Vesna Poppovic dan Philip Kirk. 2009. Passenger experience in an
airport : an activity centred approach. Australia: QUT Digital
Repository
Kuo, Nien-te, Chang Kuo Chien. 2011. The Impact of Service Quality, Customer
Satisfaction and Customer Loyalty in the Travel Agency Sector:
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxiii
Moderating Effect of Perceived Value. Jurnal Internasional. China:
Research Gate
Lin, I.Y. 2004. Evaluating a servicescape: the effect of cognition and emotion.
International Journal of Hospitality Management: Emerald Insight.
Lovelock, Christopher dan Jochen Wirtz. 2011. Service Marketing: People,
Technology, Strategy (7th Edition). New Jersey: Pearson Prentice Hall.
Lupiyoadi, Hamdani. 2006. Manajemen Pemasaran Jasa. Jakarta : Penerbit
Salemba Empat.
Lubbe, Berendien; Anneli Douglas; dan Julia Zambellis. 2010. An application of
the airport service quality model in South Africa. Jurnal Internasional Air
Transport Management. Sout Africa: Elsevier.
Malhotra, Naresh K. 2010. Marketing Research on Applied Orientation. New
Jersey: Pearson.
Matilla, Anna S. 1999. The Role of Culture in Service Evaluation Process. Journal
of Service Research, Volume 1, No. 3, February 1999 250-261
Meyers, Koen. 2009. Ekowisata: Panduan Dasar Pelaksanaan. Nias: Dinas
Pariwisata dan Kebudayaan Nias Selatan.
Miro, Fidel. 2005. Perencanaan Transportasi. Jakarta: Erlangga.
Muhammad, S. A., dan Sungplee. 2015. Factors of Customer’s Preference of Visiting
Coffee Shop in South Korea. International Journal of Sciencies: Basic and
Applied Research (IJSBAR).
Muyeed, Md. Abdul. 2012. Customer Perception on Service Quality in Retail
Banking in Developing Countries - A Case Study. Jurnal Internasional
Marketing Studies. Bangladesh: http://dx.doi.org/10.5539/ijms.v4n1p116
O’Cass, Debra Grace Aron O'Cass. 2004. Examining service experiences and
post-consumption evaluations. Journal of Services Marketing, Vol. 18 Iss
6 pp. 450 – 461
Pendit, Nyoman S. 2003. Ilmu Pariwisata. Jakarta: PT. Pradnya Paramita
Phiri, Dr. Maxwell Agabu & Mcwabe, Thobeleni. 2013. Customers’ Expectation
and Perceptions of Service Quality. Jurnal Internasional Social Science.
University of KwaZulu Natal, Pietermaritzburg.
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxiv
Pitana, I Gede dan Gayatari, Putu G. 2005. Sosiologi Pariwisata. Yogyakarta : CV
Andi Offset.
Piyush Sharma Ivy S.N. Chen Sherriff T.K. Luk. 2012. Gender and age as
moderators in the service evaluation process. Journal of Services
Marketing, Vol. 26 Iss 2 pp. 102 – 114
Prebežac, D., Mikulić, J., Jurković, P. 2010. Passenger perceptions of airport
service performance - A three-dimensional importance-performance
analysis. Jurnal Internasional.
Rambocas, Pedro Quehas Brito Meena. 2016. Assessing the impact of mystery
client traits on service evaluation. Journal of Services Marketing, Vol. 30
Iss 4 pp.
Rawson, Alex, Ewan Duncan dan Conor Jones. 2013. The Truth About Costumer
Experience. Harvard Business Review
Sally Rao Hill Alastair Tombs. 2011. The effect of accent of service employee on
customer service evaluation. Managing Service Quality: An International
Journal, Vol. 21 Iss 6 pp. 649 – 666
Schiffman, Leon G. Leslie Lazar Kanuk and Havard Hansen. 2012. Consumer
Behaviour A European Outlook Second Edition. United Kingdom :
Pearson Education Limited.
Sekaran, uma and Bougie, Roger. 2013. Research Methods for Business: A Skill
Building Approach 6th Edition. Wiley. New york: John Wiley and Sons,
Inc.
Sekaran, Uma. 2006. Research Method of Business. Jakarta: Salemba Empat.
___________. 2008. Research Method of Business. Jakarta: Salemba Empat.
Silalahi, Ulber. 2009. Metode Penelitian Sosial. Bandung: Revika Aditama
Sugiyono. 2008. Metode Penelitian Bisnis. Bandung: CV. Alfabeta
________. 2011. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung:
CV. Alfabeta
________. 2012. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung:
CV. Alfabeta.
Soekadijo, R.G. 2000. Anatomi Pariwisata. Jakarta : PT. Gramedia.
Sweetwood, Adele. 2014. Lessons from the Leading Edge of Customer
Experience Management. Harvard Business School Publishing
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxv
Talaga, Louis A. Tucci James. 1997. Service guarantees and consumers’
evaluation of services. Journal of Services Marketing, Vol. 11 Iss 1 pp.
10 – 18
Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality & Satisfacion.
Yogyakarta: CV. Andi Offset.
Tsoukatos, Apostolos Giovanis Pinelopi Athanasopoulou Evangelos. 2016. The
role of corporate image and switching barriers in the service evaluation
process. EuroMed Journal of Business, Vol. 11 Iss 1 pp. 132 – 158
Twycross, Allison dan Allison Shorten. 2014. Service Evaluation, Audit and
Research: What is The Difference?. United Kingdom.
Undang - undang RI No. 1 Tahun 2009 Tentang Penerbangan.
Undang - Undang RI No. 10 Tahun 2009 Tentang Kepariwisataan.
Verhoef, Lemon, Parasuraman, Roggeveen, Tsiros, Schlesinger. 2009. Customer
Experience Creation: Determinants, Dynamics and Management
Strategies. Journal of Retailing: Elsavier.
Walanchalee, Wattanacharoensil dan Markus Schuckert. 2015. An Airport
Experience Framework from a Tourism Perspective. United Kingdom.
Jurnal Internasional: Research Gate.
Wikström, Anna Essén Solveig. 2008. The role of emotion in service evaluation.
Managing Service Quality: An International Journal, Vol. 18 Iss 2 pp.
147 - 162
Lembaga
Dinas Kebudayaan dan Pariwisata Kota Palembang.
Direktorat Jenderal Perhubungan Udara – Kementerian Perhubungan Republik
Indonesia.
PT. Angkasa Pura II Cabang Palembang – Bandara Sultan Mahmud Badaruddin II
Website
Admin.
2011. Pengertian Bandar Udara – Airport. [Online]:
http://bandaraonline.com/airport/pengertian-bandar-udara-airport.
(Available: 10 Januari 2016).
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
xxvi
Fauzu Tamam. 2016. FIR (Flight Information Region) Di Wilayah Udara
Indonesia. [online] http://fhukum.unpatti.ac.id/hkm-internasional/358-firflight-information-region . Universitas Pattimura.
Kadek Agus Parsuta. 2013. Ground Handling.
http://kadekagusparsuta.blogspot.co.id/2013/05/ground-handling.html.
The
Travel & Tourism Competitiveness Index 2015 Rangking http://reports.weforum.org/travel-and-tourism-competitiveness-report2015/index-results-the-travel-tourism-competitiveness-index-ranking2015/
Syahban dan Ita. 2015. Langkah Mudah Menciptakan Momen WOW Dengan
Customer Dari Buku WOW Marketing. [online]. Get Scoop
http://prodaya.com/pemerintah-ganti-5-radar-tua-empat-bandara/ [online]. 2016
http://phcargomalang.com/ganti-radar-tua-airnav-pasang-radar-baru-di-empatbandara/ [online] 2016
http://bandarasoekarnohatta.com/daftar-bandar-udara-bertaraf-internasional-diindonesia.info [online]. 2015
Muhammad Luthfi, 2016
PENGARUH AIRPORT SERVICE QUALITY TERHADAP AIRPORT EXPERIENCE DENGAN
AIRPORT IMPRESSION SEBAGAI VARIABEL INTERVENING
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu