T2 912010101 Daftar Pustaka
References
Anderson EW, Norus MW. (1990). “The antecedents and
consequences of customer loyalty for firms”, Mark. Sci.,
12: 125-143.
Bogdan S, Taylor SA. (2007). “An assessment of the relationship
between service quality and customer satisfaction in the
formation
of
consumers’
purchase
intentions”,
J.
Retailing., 70(2): 163-178.
Bloemer J, Kasper C. (1995). “Service loyalty: the effects of
service quality and the mediating role of customer
satisfaction”, Eur. J. Mark., 36(7/8): 28-811.
Bloemer J, Ruyter Ko de. (2002). “On the relationship between
store image, store statisfaction and store loyalty”, Eur. J.
Mark., 32(5/6):499-513.
Bolton, Ruth N., P. K. Kannan and Matthew D. Bramlet. (2000),
“Implications of Loyalty Program Membership and Service
Experiences for Customer Retention and Value”. Journal of
the Academy of Marketing Science, Vol. 28, No.1, pp. 95108.
Boora, KK.(2011). “Customer Loyalty and its Antecedents : A
conceptual framework”, January, Vol.2
91
Boyce M, Carolyn WA, Neale P. (2009). “An examination of the
relationship between perception of service quality and
customer
satisfaction:
Malaysian
Islamic
A
SEM
banks”.
approach
Int.
J.
towards
Islamic.
Middle.Eastern. Fin. Manage., 1(3): 191-209.
Cassel P. (2001).”The Importance of Customer Satisfaction in
Explaining
Brand
and
Dealer
Loyalty”.
Journal
of
Marketing Management Vol. 8, p351-364, 14p.
Costabile G. (2001).”Measuring service quality: A reexamination
and extension”. Journal of Marketing, 56 (3), 55 – 68.
Cronin,
J.
and
Taylor,S.(1994).
SERVQUAL:Reconciling
SERVPERF
performance-based
versus
and
perceptions-minus-performance measurements of service
quality.Journal of Marketing,58 (1), p125
Croswell M, Clark K. (2007).” Brand loyalty: the link between
attitude and behavior”. Journal of Advertising Research,
36(6): 1–34.
Denzin NK, Lincoln, YS. (2005). Handbook of Qualitative
Research. 3rd edition,p.3
Egan, J. (2001).“Do Customer Loyalty Programs Really Work”.
Sloan Management Review, Vol. 38, No. 4, pp.313-315
Gale, BT. (2004). “Managing Customer Value: Creating Quality
and Service That Customers Can See”. New York, The
Free Press
92
Grant, WS. (2008). “The different role of satisfaction, trust and
commitment
in
customer
relationships”,
Journal
of
Marketing, Vol. 63 No. 2, pp. 1-8
Gundlach et al. (1995).”Service quality model and its marketing
implications”. European Journal of Marketing, Vol. 18,
No.4, p36-44.
Herrman, G. (2001). “Is your loyalty program really building
loyalty? Why increasing emotional attachment, not just
repeat buying, is key to maximizing program success”.
Journal of Targeting, Measurement & Analysis for
Marketing, Vol. 12 No. 3, pp. 231-41
Hill,
A.
(1996).
“Service
quality
and
customer
loyalty
perspectives on two levels of retail relationships”. J. Serv.
Mark.17(5): p.332-335.
How day et al. (1982). “Are Loyalty Schemes a Manifestation of
Relationship
Marketing?”
.
Journal
of
Marketing
Management, Vol.15, No. 6, pp. 541-562.
Jones, TO, Sasser, Jr., W.T. (1995) . Why satisfied customers
defect. Harvard Business Review, November-December,
p88-99.
Kanagal
,
J.
(2009).
“Linking
Service
Quality, Customer
Satisfaction, and Behavioral Intention”. Journal of Health
Care Marketing, Vol. 9, December, p5-17
93
Kotler,
F.
(2005).”Customer
Loyalty
Schemes:
Effective
Implementation and Management (2nd edition)”. London:
FT Retail and Consumer Publishing.
Lee D. (2004). “Editorial: Special Issue on Loyalty”, International
Journal of Research in Marketing, Vol. 14 No.5, pp. 399404.
Liljander S, Roos P. (2002). “Effects of e-service quality on
loyalty intention: an empirical study in online auction”,
Manage. Serv. Qual. 18(2): 127-146.
Marketing magazine.(2013). February. P.50-51
Miles S, Huberman F. (1994). “Achieving Brand and
Dealer
Loyalty:
The
International
Case
of
the
Automotive
Review
of
Retail,
Industry”,
Distribution
and
Consumer Research, 11, April, p97-122.
Moorman et al. (1993).”SERVQUAL: A multiple-item scale for
measuring consumer perceptions of service quality”.
Journal of Retailing, 64 (1), 29 – 40.
Ndubiri M, Chan W. (2005). Editorial: Special Issue on Loyalty”,
International Journal of Research in Marketing, Vol. 14
No.5, pp. 399-404.
Oliver , R. (1999). “An examination of the effect of product
performance
on
brand
reputation,
loyalty”, Eur. J. Mark., 27(9): 19-35.
94
satisfaction
and
Oliver et al. (1992). Satisfaction: A Behavioral Perspective on the
Consumer,” New York: McGraw Hill.
Peraturan Mentri Keuangan Nomor 43/PMK.010/2012. “Uang
Muka
Pembiayaan
Konsumen
untuk
Kendaraan
Bermotor pada Perusahaan Pembiayaan . Pasal 1 (1).
Pearson,
J.
(1996).
“From marketing mix
to relationship
marketing: Towards a paradigm shift in marketing”.
Management Decision, 35 (4), 322 – 339.
Reichheld DB, Sasser J. (1990). “A dynamicprocess model of
service
quality:
from
expectations
to
behavioral
intentions”, J. Mark. Res., 30: 7-27.
Rust D, Lemon H, Zeithami V.A. (2004). “On the Profitability of
Long-Life Customers in a Noncontractual Setting: An
Empirical Investigation and Implications for Marketing”.
Journal of Marketing, Vol. 64, No. 4, pp. 17-35.
Schurs D, Ozanne G. (1985). “An empirical examination of a
model of perceived service quality and satisfaction”, J.
Retail. 72(2): 201-214
Stewart J, Cash O. (2010). “Customer evaluations of service “.
Marketing Science, Vol. 28 No. 1, pp. 86-94.
Timm, K. (2001). Loyalty-Based Management. Harvard Business
Review, March-April, p64-73
95
Tunasjaya
Annual
Meeting.
(2013).
February
8th-11th.
Kaliurang, Yogyakarta
Van Barren, P. (2001). “Determinants of Customer Loyalty and
Financial
Performance”.
Journal
of
Management
Accounting Research, 16, p.94
Verhoef, W. (2003). “Service quality and customer loyalty
perspectives on two levels of retail relationships”. Journal
Service Marketing.17(5): 495-513.
Walker S, Mullins H. (2011). “Best Student Paper some
Moderating
Effects
on
the
Service
Quality-Customer
Retention Link”. International Journal of Operations &
Production Management, Vol. 23, p230-233.
Yi, Y. (1990). “Effects of loyalty programs on value perception,
program loyalty, and brand loyalty”. Journal of the
Academy of Marketing Science, Vol. 31 No. 3, pp. 229-40
Zeithami, V.A. (2000). “Service Quality, Profitability, and the
Economic Worth of Customers: What we know and what
we don‘t know”. Journal of the Academy of Marketing
Science,Vol. 28 , No. 1, p67-85.
http://forest.psych.unch.edu
www.brianwoolf.com
http://tobipuken.com/meningkat-penjualan-sepedamotor-diindonesia/
96
Anderson EW, Norus MW. (1990). “The antecedents and
consequences of customer loyalty for firms”, Mark. Sci.,
12: 125-143.
Bogdan S, Taylor SA. (2007). “An assessment of the relationship
between service quality and customer satisfaction in the
formation
of
consumers’
purchase
intentions”,
J.
Retailing., 70(2): 163-178.
Bloemer J, Kasper C. (1995). “Service loyalty: the effects of
service quality and the mediating role of customer
satisfaction”, Eur. J. Mark., 36(7/8): 28-811.
Bloemer J, Ruyter Ko de. (2002). “On the relationship between
store image, store statisfaction and store loyalty”, Eur. J.
Mark., 32(5/6):499-513.
Bolton, Ruth N., P. K. Kannan and Matthew D. Bramlet. (2000),
“Implications of Loyalty Program Membership and Service
Experiences for Customer Retention and Value”. Journal of
the Academy of Marketing Science, Vol. 28, No.1, pp. 95108.
Boora, KK.(2011). “Customer Loyalty and its Antecedents : A
conceptual framework”, January, Vol.2
91
Boyce M, Carolyn WA, Neale P. (2009). “An examination of the
relationship between perception of service quality and
customer
satisfaction:
Malaysian
Islamic
A
SEM
banks”.
approach
Int.
J.
towards
Islamic.
Middle.Eastern. Fin. Manage., 1(3): 191-209.
Cassel P. (2001).”The Importance of Customer Satisfaction in
Explaining
Brand
and
Dealer
Loyalty”.
Journal
of
Marketing Management Vol. 8, p351-364, 14p.
Costabile G. (2001).”Measuring service quality: A reexamination
and extension”. Journal of Marketing, 56 (3), 55 – 68.
Cronin,
J.
and
Taylor,S.(1994).
SERVQUAL:Reconciling
SERVPERF
performance-based
versus
and
perceptions-minus-performance measurements of service
quality.Journal of Marketing,58 (1), p125
Croswell M, Clark K. (2007).” Brand loyalty: the link between
attitude and behavior”. Journal of Advertising Research,
36(6): 1–34.
Denzin NK, Lincoln, YS. (2005). Handbook of Qualitative
Research. 3rd edition,p.3
Egan, J. (2001).“Do Customer Loyalty Programs Really Work”.
Sloan Management Review, Vol. 38, No. 4, pp.313-315
Gale, BT. (2004). “Managing Customer Value: Creating Quality
and Service That Customers Can See”. New York, The
Free Press
92
Grant, WS. (2008). “The different role of satisfaction, trust and
commitment
in
customer
relationships”,
Journal
of
Marketing, Vol. 63 No. 2, pp. 1-8
Gundlach et al. (1995).”Service quality model and its marketing
implications”. European Journal of Marketing, Vol. 18,
No.4, p36-44.
Herrman, G. (2001). “Is your loyalty program really building
loyalty? Why increasing emotional attachment, not just
repeat buying, is key to maximizing program success”.
Journal of Targeting, Measurement & Analysis for
Marketing, Vol. 12 No. 3, pp. 231-41
Hill,
A.
(1996).
“Service
quality
and
customer
loyalty
perspectives on two levels of retail relationships”. J. Serv.
Mark.17(5): p.332-335.
How day et al. (1982). “Are Loyalty Schemes a Manifestation of
Relationship
Marketing?”
.
Journal
of
Marketing
Management, Vol.15, No. 6, pp. 541-562.
Jones, TO, Sasser, Jr., W.T. (1995) . Why satisfied customers
defect. Harvard Business Review, November-December,
p88-99.
Kanagal
,
J.
(2009).
“Linking
Service
Quality, Customer
Satisfaction, and Behavioral Intention”. Journal of Health
Care Marketing, Vol. 9, December, p5-17
93
Kotler,
F.
(2005).”Customer
Loyalty
Schemes:
Effective
Implementation and Management (2nd edition)”. London:
FT Retail and Consumer Publishing.
Lee D. (2004). “Editorial: Special Issue on Loyalty”, International
Journal of Research in Marketing, Vol. 14 No.5, pp. 399404.
Liljander S, Roos P. (2002). “Effects of e-service quality on
loyalty intention: an empirical study in online auction”,
Manage. Serv. Qual. 18(2): 127-146.
Marketing magazine.(2013). February. P.50-51
Miles S, Huberman F. (1994). “Achieving Brand and
Dealer
Loyalty:
The
International
Case
of
the
Automotive
Review
of
Retail,
Industry”,
Distribution
and
Consumer Research, 11, April, p97-122.
Moorman et al. (1993).”SERVQUAL: A multiple-item scale for
measuring consumer perceptions of service quality”.
Journal of Retailing, 64 (1), 29 – 40.
Ndubiri M, Chan W. (2005). Editorial: Special Issue on Loyalty”,
International Journal of Research in Marketing, Vol. 14
No.5, pp. 399-404.
Oliver , R. (1999). “An examination of the effect of product
performance
on
brand
reputation,
loyalty”, Eur. J. Mark., 27(9): 19-35.
94
satisfaction
and
Oliver et al. (1992). Satisfaction: A Behavioral Perspective on the
Consumer,” New York: McGraw Hill.
Peraturan Mentri Keuangan Nomor 43/PMK.010/2012. “Uang
Muka
Pembiayaan
Konsumen
untuk
Kendaraan
Bermotor pada Perusahaan Pembiayaan . Pasal 1 (1).
Pearson,
J.
(1996).
“From marketing mix
to relationship
marketing: Towards a paradigm shift in marketing”.
Management Decision, 35 (4), 322 – 339.
Reichheld DB, Sasser J. (1990). “A dynamicprocess model of
service
quality:
from
expectations
to
behavioral
intentions”, J. Mark. Res., 30: 7-27.
Rust D, Lemon H, Zeithami V.A. (2004). “On the Profitability of
Long-Life Customers in a Noncontractual Setting: An
Empirical Investigation and Implications for Marketing”.
Journal of Marketing, Vol. 64, No. 4, pp. 17-35.
Schurs D, Ozanne G. (1985). “An empirical examination of a
model of perceived service quality and satisfaction”, J.
Retail. 72(2): 201-214
Stewart J, Cash O. (2010). “Customer evaluations of service “.
Marketing Science, Vol. 28 No. 1, pp. 86-94.
Timm, K. (2001). Loyalty-Based Management. Harvard Business
Review, March-April, p64-73
95
Tunasjaya
Annual
Meeting.
(2013).
February
8th-11th.
Kaliurang, Yogyakarta
Van Barren, P. (2001). “Determinants of Customer Loyalty and
Financial
Performance”.
Journal
of
Management
Accounting Research, 16, p.94
Verhoef, W. (2003). “Service quality and customer loyalty
perspectives on two levels of retail relationships”. Journal
Service Marketing.17(5): 495-513.
Walker S, Mullins H. (2011). “Best Student Paper some
Moderating
Effects
on
the
Service
Quality-Customer
Retention Link”. International Journal of Operations &
Production Management, Vol. 23, p230-233.
Yi, Y. (1990). “Effects of loyalty programs on value perception,
program loyalty, and brand loyalty”. Journal of the
Academy of Marketing Science, Vol. 31 No. 3, pp. 229-40
Zeithami, V.A. (2000). “Service Quality, Profitability, and the
Economic Worth of Customers: What we know and what
we don‘t know”. Journal of the Academy of Marketing
Science,Vol. 28 , No. 1, p67-85.
http://forest.psych.unch.edu
www.brianwoolf.com
http://tobipuken.com/meningkat-penjualan-sepedamotor-diindonesia/
96