Pengaruh Pemasaran Relasional Dalam Pembelian Secara Online Terhadap Kepuasan Pelanggan Pada Mahasiswa Di Medan
137
DAFTAR PUSTAKA
Barnes, J. G. 2003. Secrets Of Customer Relationship Management. Yogyakarta:
ANDI.
Christopher, M., Payne, A., and Ballantyne. 2000. Relationship Marketing : Bringing
Quality, Customer Service and Marketing Together. Oxford: ButterworthHeinemann Ltd.
Cater, B. and Zabkar, Vesna. 2009. Antecedent and Consequences of Commitment in
Marketing Research Services: The Client's Perspective. Industrial Marketing
Management. Vol.38. No 10. Hal: 785-797.
Chan, S. 2003. Relationship Marketing: Inovasi Pemasaran yang Membuat
Pelanggan Bertekuk Lutut. Jakarta: Penerbit Gramedia Pustaka Utama.
Engel, J. F. 2001. Consumer Behavior. Illinois: The Dryden Press.
Fullerton, G. 2003. Putting The Relationship in CRM. The Workplace Review.
Ganesan, S. 1994. Determinant of Long-Term Orientation in Buyer-Seller
relationship. Journal of Marketing. Vol.58. No 2. Hal: 1-19.
Ghozali, I. 2011. Aplikasi Analisa Multivariat dengan Program SPSS. Semarang:
Badan Penerbit Universitas Diponegoro.
Gustavsson, M. and Johansson, Marie Ann. 2016. Customer Trust in E-Commerce.
Kristianstad University.
Hersh, Al Mohammad Abdullah., And Aburoub, Abdelmo’ti Suleiman. 2014. The
Impact of Customer Relationship Marketing on Customer Satisfaction of The
Arab Bank Service. International Journal of Academic Research in Business
and Social Sciences. Vol. 4. No 5. Hal: 67 – 100.
Hess, J. And Story, J. 2005. True Based Commitment: Multidimensional Consumer
Based Relationship. The Journal of Consumer Marketing. Vol. 22. No 6. Hal:
313-322.
Horppu, Marianne., Kuivalainen, Olli. And Ellonen, Hanna Kaisa. 2008. Online
Satisfaction, Trust, Loyalty, and The Impact of The Online Parent Brand.
Journal of Product and Brand Management. Vol. 17. No 6. Hal: 403 – 413.
Ford, Honeycutt; Earl D. 2003. Sales Training :Executives’ Research Needs. Journal
of Personal Selling & Sales Management. Vol. 15 No 4. Hal: 81 – 86.
Universitas Sumatera Utara
138
Katawetawaraks, Chayapa. and Wang, Cheng Lu. 2011. Online Shopper Behavior:
Influences of Online Shopping Decision. Asian Journal of Business Research.
Vol. 1. No 2. Hal: 66 – 74.
Kotler Philip. 2005. Manajemen Pemasaran, Jilid 1. Jakarta: PT. Indeks Kelompok
Gramedia.
Kotler, Philip. And Armstrong, Garry. 2008. Prinsip-prinsip Pemasaran, Jilid 1.
Jakarta: Erlangga.
Kotler, Philip. And Armstrong, Garry. 2008. Principles of Marketing 12 edition.
New Jersey: Pearson Prentice Hall.
Kuncoro, Mudrajat. 2009. Metode Riset untuk Ekonomi dan Bisnis. Jakarta:
Erlangga.
Little, Ed. and Marandi, Ebi. 2003. Relationship Marketing Management. London:
Thomson.
Lee, Gwo Guang. and Hsiu, Fen Lin. 2005. Customer Perceptions of E-Service
Quality in Online Shopping. Journal of Retail & Distribution Management.
Vol. 33. No 2. Hal: 161 – 176.
Li, Na. and Zhang, Ping. 2006. Consumer Online Shopping Attitudes and Behavior:
An Assessment of Research. Eight Americas Conference on Information
Systems. Vol. 3. No 1. Hal: 113 - 121.
Lohse, Gerald. and Spiller. 2005. Electronic Shopping Association for Computing
Machinery. Communications of The ACM, ABI/Inform Research. Vol. 41. No
7. Hal: 81 - 98.
Loudon, David L. and Albert J, Della Bitta. 2006. Consumer Behavior: Concept and
Applications. The United State of America: McGraw-Hill Inc.
Lupiyoadi, Rambat. 2006. Manajemen Pemasaran Jasa : Teori dan Praktek. Jakarta:
Penerbit Salemba Empat.
Malhotra, N.K. 2004. Riset Pemasaran, Pendekatan Terapan. Edisi Bahasa
Indonesia. Jakarta: PT. Indeks Kelompok Gramedia.
Mangkunegara, A. dan A. Anwar Prabu. 2005. Perilaku Konsumen, Edisi Revisi,
Cetakan Ketiga. Bandung: Penerbit Refika Aditama.
Mowen, John C. and Michael, M. 2002. Perilaku Konsumen, Jilid 1, Edisi Kelima.
Jakarta: Penerbit Erlangga.
Mukherjee, A. and P. Nath. 2003. A model of trust in online relationship banking.
International journal of Bank Marketing. Vol. 21. No 1. Hal: 5 – 15.
Universitas Sumatera Utara
139
O’ Brien, J. 2005. Pengantar Sistem Informasi, Edisi Kedua Belas. Jakarta: Penerbit
PT Salemba Empat.
Parasuraman, Z. 2009. Service Quality: A Conceptual Framework For
Understanding e-Implication for Future Research and Managerial Practice.
New York: Msi Monograph.
Park, C. H. and Young, G.K. 2006. The Effect of Information Satisfaction and
Relational Benefit on Consumers Online Site Commitments. Journal of
Electronic Commerce in Organizations. Vol. 4. No 1. Hal: 70 – 90.
Parsa, Saeed Yazdani. and Sadeghi, Tooraj. 2015. Effect of Relationship Marketing
on Word of Mouth in Life Insurance With The Approach of Trust and
Commitment: Case Study of Karafarin Insurance Agents in Mashhad.
International Journal of Management, Accounting and Economics. Vol.2. No
10. Hal: 1244 – 1260.
Peter J.P. and J.H, Donnelly Jr. 2007. A Preface to Marketing Management, Nineth
Edition. Boston: McGraw-Hill.
Rangkuti, F. 2002. Riset Pemasaran, Cetakan Ketujuh. Jakarta: Penerbit PT
Gramedia Pustaka Utama.
Risnewati, R. Pengaruh Pemasaran Relasional Dalam Meningkatkan Kepuasan
Nasabah Tabungan BritAma Pada PT. Bank Rakyat Indonesia (BRI),Tbk
Cabang Iskandar Muda Medan. Tesis. Sekolah Pascasarjana Universitas
Sumatera Utara. Medan.
Sangadji, E.M. dan Sopiah. 2010. Metodologi Penelitian: Pendekatan Praktis dalam
Penelitian. Yogyakarta: Penerbit ANDI
Schiffman, L,G. and Leslie, Lazar Kanuk. 2004. Consumer Behavior. Fifth Edition.
New Jersey: Prentice Hall & Co.
Simamora, B. 2005. Analisis Multivariat Pemasaran. Jakarta: PT.Gramedia Pustaka
Utama.
Sinaga, Hadi. 2014. Analisis Faktor-faktor yang Mempengaruhi Manfaat Pemasaran
Relasional Terhadap Keputusan Pembelian Barang dan Jasa Secara Online
Pada Karyawan Kantor Besar PT.Inalum, Kuala Tanjung. Tesis. Sekolah
Pascasarjana Universitas Sumatera Utara. Medan.
Sinulingga, Sukaria. 2014. Metode Penelitian. Edisi Ketiga. Medan: USU Press.
Universitas Sumatera Utara
140
Situmorang, Maria Kristina; Fauzi, Amrin; dan Rini, Endang Sulistya. 2016.
Pengaruh Pemasaran Relasional dalam Pembelian Secara Online Terhadap
Kepuasan Pelanggan Pada Mahasiswa Magister Ilmu Manajemen Universitas
Sumatera Utara. Vol. 4. No 1. Hal: 40 – 49.
Situmorang, S,H. dan Lutfi, M. 2014. Analisa Data : Untuk Riset Manajemen dan
Bisnis. Edisi Ketiga. Medan: USU Press.
Sugiyono. 2005. Metode Penelitian Bisnis. Edisi Kedelapan. Bandung : Alfabeta.
Syarif, A. 2008. Pengaruh Pemasaran Relasional Terhadap Kepuasan Pelanggan
Pada Asuransi Jiwa Bersama (AJB) Bumiputera 1912 Cabang Medan. Tesis.
Sekolah Pascasarjana Universitas Sumatera Utara. Medan.
Tandjung, J.Widodo. 2004. Marketing Management Pendekatan Pada Nilai - Nilai
Pelanggan. Malang: Bayumedia Publishing.
Thurau, Hennig T. and U. Hansen, 2002. Relationship Marketing: Some Reflections
on the State-of-the-art of the Relational Concept. In T. Hennig-Thurau and U.
Hansen (Eds). Relationship Marketing: Gaining Competitive Advantage
through Customer Satisfaction and Customer. University of Hanover.
Tjiptono, Fandy. 2016. Service, Quality dan Satisfaction, Edisi Keempat.
Yogyakarta: Penerbit Andi.
Umar, Husein. 2005. Riset Pemasaran dan Perilaku Konsumen. Jakarta: PT.
Gramedia Pustaka Utama.
Wijayanti, Titi. 2009. Pengaruh Relationship Marketing tehadap Kepuasan
Pelanggan Pada Asuransi Jiwa Bersama (AJB) Bumiputra 1912 Cabang
Purworejo. Tesis. Universitas Muhammadiyah Purworejo. Purworejo.
Yau, Oliver H.M. 2008. Is Relationship for Every One?. European Journal of
Marketing. Vol.43. No 4. Hal: 4 – 10.
Yulisetiarini, Diah. 2016. The Effect of Relationship Marketing towards Customer
Satisfaction and Customer Loyalty on Franchised Retailed in East Java.
Mediterranean Journal of Social Sciences. Vol. 7. No 1. Hal: 333 – 339.
Zhang, X. Prybutok, V. R; Ryan, S., and Pavur, R. 2009. A Model of the
Relationship among Consumer Trust, Web Design and User Attributes.
Journal of Organizational and End User Computing. Vol. 21. No 2. Hal: 2 –
10.
https://www.apjii.or.id/
Universitas Sumatera Utara
DAFTAR PUSTAKA
Barnes, J. G. 2003. Secrets Of Customer Relationship Management. Yogyakarta:
ANDI.
Christopher, M., Payne, A., and Ballantyne. 2000. Relationship Marketing : Bringing
Quality, Customer Service and Marketing Together. Oxford: ButterworthHeinemann Ltd.
Cater, B. and Zabkar, Vesna. 2009. Antecedent and Consequences of Commitment in
Marketing Research Services: The Client's Perspective. Industrial Marketing
Management. Vol.38. No 10. Hal: 785-797.
Chan, S. 2003. Relationship Marketing: Inovasi Pemasaran yang Membuat
Pelanggan Bertekuk Lutut. Jakarta: Penerbit Gramedia Pustaka Utama.
Engel, J. F. 2001. Consumer Behavior. Illinois: The Dryden Press.
Fullerton, G. 2003. Putting The Relationship in CRM. The Workplace Review.
Ganesan, S. 1994. Determinant of Long-Term Orientation in Buyer-Seller
relationship. Journal of Marketing. Vol.58. No 2. Hal: 1-19.
Ghozali, I. 2011. Aplikasi Analisa Multivariat dengan Program SPSS. Semarang:
Badan Penerbit Universitas Diponegoro.
Gustavsson, M. and Johansson, Marie Ann. 2016. Customer Trust in E-Commerce.
Kristianstad University.
Hersh, Al Mohammad Abdullah., And Aburoub, Abdelmo’ti Suleiman. 2014. The
Impact of Customer Relationship Marketing on Customer Satisfaction of The
Arab Bank Service. International Journal of Academic Research in Business
and Social Sciences. Vol. 4. No 5. Hal: 67 – 100.
Hess, J. And Story, J. 2005. True Based Commitment: Multidimensional Consumer
Based Relationship. The Journal of Consumer Marketing. Vol. 22. No 6. Hal:
313-322.
Horppu, Marianne., Kuivalainen, Olli. And Ellonen, Hanna Kaisa. 2008. Online
Satisfaction, Trust, Loyalty, and The Impact of The Online Parent Brand.
Journal of Product and Brand Management. Vol. 17. No 6. Hal: 403 – 413.
Ford, Honeycutt; Earl D. 2003. Sales Training :Executives’ Research Needs. Journal
of Personal Selling & Sales Management. Vol. 15 No 4. Hal: 81 – 86.
Universitas Sumatera Utara
138
Katawetawaraks, Chayapa. and Wang, Cheng Lu. 2011. Online Shopper Behavior:
Influences of Online Shopping Decision. Asian Journal of Business Research.
Vol. 1. No 2. Hal: 66 – 74.
Kotler Philip. 2005. Manajemen Pemasaran, Jilid 1. Jakarta: PT. Indeks Kelompok
Gramedia.
Kotler, Philip. And Armstrong, Garry. 2008. Prinsip-prinsip Pemasaran, Jilid 1.
Jakarta: Erlangga.
Kotler, Philip. And Armstrong, Garry. 2008. Principles of Marketing 12 edition.
New Jersey: Pearson Prentice Hall.
Kuncoro, Mudrajat. 2009. Metode Riset untuk Ekonomi dan Bisnis. Jakarta:
Erlangga.
Little, Ed. and Marandi, Ebi. 2003. Relationship Marketing Management. London:
Thomson.
Lee, Gwo Guang. and Hsiu, Fen Lin. 2005. Customer Perceptions of E-Service
Quality in Online Shopping. Journal of Retail & Distribution Management.
Vol. 33. No 2. Hal: 161 – 176.
Li, Na. and Zhang, Ping. 2006. Consumer Online Shopping Attitudes and Behavior:
An Assessment of Research. Eight Americas Conference on Information
Systems. Vol. 3. No 1. Hal: 113 - 121.
Lohse, Gerald. and Spiller. 2005. Electronic Shopping Association for Computing
Machinery. Communications of The ACM, ABI/Inform Research. Vol. 41. No
7. Hal: 81 - 98.
Loudon, David L. and Albert J, Della Bitta. 2006. Consumer Behavior: Concept and
Applications. The United State of America: McGraw-Hill Inc.
Lupiyoadi, Rambat. 2006. Manajemen Pemasaran Jasa : Teori dan Praktek. Jakarta:
Penerbit Salemba Empat.
Malhotra, N.K. 2004. Riset Pemasaran, Pendekatan Terapan. Edisi Bahasa
Indonesia. Jakarta: PT. Indeks Kelompok Gramedia.
Mangkunegara, A. dan A. Anwar Prabu. 2005. Perilaku Konsumen, Edisi Revisi,
Cetakan Ketiga. Bandung: Penerbit Refika Aditama.
Mowen, John C. and Michael, M. 2002. Perilaku Konsumen, Jilid 1, Edisi Kelima.
Jakarta: Penerbit Erlangga.
Mukherjee, A. and P. Nath. 2003. A model of trust in online relationship banking.
International journal of Bank Marketing. Vol. 21. No 1. Hal: 5 – 15.
Universitas Sumatera Utara
139
O’ Brien, J. 2005. Pengantar Sistem Informasi, Edisi Kedua Belas. Jakarta: Penerbit
PT Salemba Empat.
Parasuraman, Z. 2009. Service Quality: A Conceptual Framework For
Understanding e-Implication for Future Research and Managerial Practice.
New York: Msi Monograph.
Park, C. H. and Young, G.K. 2006. The Effect of Information Satisfaction and
Relational Benefit on Consumers Online Site Commitments. Journal of
Electronic Commerce in Organizations. Vol. 4. No 1. Hal: 70 – 90.
Parsa, Saeed Yazdani. and Sadeghi, Tooraj. 2015. Effect of Relationship Marketing
on Word of Mouth in Life Insurance With The Approach of Trust and
Commitment: Case Study of Karafarin Insurance Agents in Mashhad.
International Journal of Management, Accounting and Economics. Vol.2. No
10. Hal: 1244 – 1260.
Peter J.P. and J.H, Donnelly Jr. 2007. A Preface to Marketing Management, Nineth
Edition. Boston: McGraw-Hill.
Rangkuti, F. 2002. Riset Pemasaran, Cetakan Ketujuh. Jakarta: Penerbit PT
Gramedia Pustaka Utama.
Risnewati, R. Pengaruh Pemasaran Relasional Dalam Meningkatkan Kepuasan
Nasabah Tabungan BritAma Pada PT. Bank Rakyat Indonesia (BRI),Tbk
Cabang Iskandar Muda Medan. Tesis. Sekolah Pascasarjana Universitas
Sumatera Utara. Medan.
Sangadji, E.M. dan Sopiah. 2010. Metodologi Penelitian: Pendekatan Praktis dalam
Penelitian. Yogyakarta: Penerbit ANDI
Schiffman, L,G. and Leslie, Lazar Kanuk. 2004. Consumer Behavior. Fifth Edition.
New Jersey: Prentice Hall & Co.
Simamora, B. 2005. Analisis Multivariat Pemasaran. Jakarta: PT.Gramedia Pustaka
Utama.
Sinaga, Hadi. 2014. Analisis Faktor-faktor yang Mempengaruhi Manfaat Pemasaran
Relasional Terhadap Keputusan Pembelian Barang dan Jasa Secara Online
Pada Karyawan Kantor Besar PT.Inalum, Kuala Tanjung. Tesis. Sekolah
Pascasarjana Universitas Sumatera Utara. Medan.
Sinulingga, Sukaria. 2014. Metode Penelitian. Edisi Ketiga. Medan: USU Press.
Universitas Sumatera Utara
140
Situmorang, Maria Kristina; Fauzi, Amrin; dan Rini, Endang Sulistya. 2016.
Pengaruh Pemasaran Relasional dalam Pembelian Secara Online Terhadap
Kepuasan Pelanggan Pada Mahasiswa Magister Ilmu Manajemen Universitas
Sumatera Utara. Vol. 4. No 1. Hal: 40 – 49.
Situmorang, S,H. dan Lutfi, M. 2014. Analisa Data : Untuk Riset Manajemen dan
Bisnis. Edisi Ketiga. Medan: USU Press.
Sugiyono. 2005. Metode Penelitian Bisnis. Edisi Kedelapan. Bandung : Alfabeta.
Syarif, A. 2008. Pengaruh Pemasaran Relasional Terhadap Kepuasan Pelanggan
Pada Asuransi Jiwa Bersama (AJB) Bumiputera 1912 Cabang Medan. Tesis.
Sekolah Pascasarjana Universitas Sumatera Utara. Medan.
Tandjung, J.Widodo. 2004. Marketing Management Pendekatan Pada Nilai - Nilai
Pelanggan. Malang: Bayumedia Publishing.
Thurau, Hennig T. and U. Hansen, 2002. Relationship Marketing: Some Reflections
on the State-of-the-art of the Relational Concept. In T. Hennig-Thurau and U.
Hansen (Eds). Relationship Marketing: Gaining Competitive Advantage
through Customer Satisfaction and Customer. University of Hanover.
Tjiptono, Fandy. 2016. Service, Quality dan Satisfaction, Edisi Keempat.
Yogyakarta: Penerbit Andi.
Umar, Husein. 2005. Riset Pemasaran dan Perilaku Konsumen. Jakarta: PT.
Gramedia Pustaka Utama.
Wijayanti, Titi. 2009. Pengaruh Relationship Marketing tehadap Kepuasan
Pelanggan Pada Asuransi Jiwa Bersama (AJB) Bumiputra 1912 Cabang
Purworejo. Tesis. Universitas Muhammadiyah Purworejo. Purworejo.
Yau, Oliver H.M. 2008. Is Relationship for Every One?. European Journal of
Marketing. Vol.43. No 4. Hal: 4 – 10.
Yulisetiarini, Diah. 2016. The Effect of Relationship Marketing towards Customer
Satisfaction and Customer Loyalty on Franchised Retailed in East Java.
Mediterranean Journal of Social Sciences. Vol. 7. No 1. Hal: 333 – 339.
Zhang, X. Prybutok, V. R; Ryan, S., and Pavur, R. 2009. A Model of the
Relationship among Consumer Trust, Web Design and User Attributes.
Journal of Organizational and End User Computing. Vol. 21. No 2. Hal: 2 –
10.
https://www.apjii.or.id/
Universitas Sumatera Utara