DAFTAR PUSTAKA Pengaruh Kepercayaan, Komitmen, Harga Dan Keluhan Pelanggan Terhadap Loyalitas Pelanggan Kantor Pos Surakarta.
DAFTAR PUSTAKA
Agustino, Budi dan Sumarno. 2008. Analisis Pengaruh Kualitas Pelayanan Jasa
Terhadap Kepuasan dan Loyalitas Pasien Rawat Inap di Rumah Sakit ST
Elisabeth Semarang . Eksplanasi. Vol. 2 No. 4.
Anderson, James C. dan James A. Narus, 1990, "A Model of Distributor Firm and
Manufacturer Firm Working Partnerships", Journal of Marketing , Vol. 54,
January, pp. 42-58.
Arikunto, Suharsimi, 2002, Prosedur Penelitian . Rineka Cipta. Semarang.
Arikunto, Suharsini, 2002, Prosedur Penelitian Suatu Pendekatan Praktek.
PT. Rineka Cipta, Jakarta.
Ariyanto, Nuke dan Suryandari, Retno Tanding. 2005. Pengaruh Atribut
Kepuasan Terhadap Loyalitas Konsumen (Survai pada Pedagang Kaki
Lima di Jl. Ir. Sutami, Jebres, Surakarta ). Fokus Manajerial. Vol. 3, No.
2, 2005 : 120 – 131
Basu Swasta DH dan Irawan, 2003, Manajemen Pemasaran Modern , EdisiKedua,
Cetakan Ke-duabelas, Yogyakarta : Liberty.
Basu Swasta DH, 2003, Analisis Perilaku Konsumen, Yogyakarta: Liberty.
Bowen, J, and Shoemaker, S (1998), Loyalty: A Strategy Commitment, Cornell
H.R.A, Quarterly, Vol 2. pp. 12-25.
Bowen, J.T. and Chen, S.L. (2001), „„The relationship between customer loyalty
and customer satisfaction‟‟, International Journal of Contemporary
Hospitality Management, Vol. 13 No. 5, pp. 213-7.
Bramson, 2004, “From the Marketing Mix to Relationship Marketing : Towards a
Paradigm Shift in Marketing”, Journal of Managements Decisions, Vol.
44 No. 3.
Chan, K.W. and Ndubisi, N.O. 2003, “Building customer loyalty in the digital age
through relationship marketing (RM) and the mediation effect of trust”,
Proceedings of the 5th International Conference on Operations and
Quantitative Management, Seoul, South Korea, Korea, pp. 293-302.
Christian N. Madu. The association of gender to firm-customer relationship.
International Journal of Quality & Reliability Management . Vol. 26 No.
3, 2009 pp. 283-301
Djarwanto PS dan Pangestu Subagyo, 2004, Statistik Induktif, Edisi 4, Yogyakarta
: BPFE.
Dwyer, R.F, Schurr, P.H and Oh, S, 1987, Developing Buyer-Seller Relationship,
Journal of Marketing, Vol. 51,pp 11-27.
Freida Ellena, 2011. Analisis Pengaruh Kepercayaan, Komitmen, Komunikasi,
dan Penanganan Keluhan terhadap Loyalitas Nasabah (Studi pada
Nasabah PT. BRI (Persero) Tbk. Cabang Pemalang)
Griffin, Jill, 2003, Customer Loyalty : How to Earn It, How to Keep It, Lexington
Books, The Free Press, Singapore
Griffin, K., 2008. “The Contribution of Studies of Source Credibility to a Theory
of Interpersonal Trust in the Communication Process,” Psychological
Bulletin, Vol. 68, No. 2:104-120, 2003
Gujarati, Damodar Terjemahan Sumarno Zain., 2001, Ekonometrika Dasar,
Erlangga, Jakarta.
Hair Jr, Joseph F, Rolp E Anderson, Ronald L Tatham and William C Black,
1995, Multivariate Data Analysis with Readings , Fourth Edition,
Prentice Hall International Editions.
Haruna. 2009. Relationship Marketing Inputs Berpengaruh Signifikan Terhadap
Quality of Service pada perusahaan LG Elektronik.
Hennig-Thurau, T. and U. Hansen, 2002. “Relationship Marketing: Some
Reflections on the State-of-the-art of the Relational Concept.” In T.
Henning-Thurau and U. Hansen (Eds). Relationship Marketing: Gaining
Competitive Advantage through Customer Satisfaction and Customer
Hermawan, Kartajaya, 2002, Mark Plus on Strategy, 12 Tahun Perjalanan Mark
Plus&Co Membangun Strategi Perusahaan, Jakarta: Gramedia Pustaka
Utama.
Husein
Umar, 2002. “Metodologi Penelitian Bisnis
Pemasaran”,PT. Gramedia Pustaka Utama, Jakarta
Aplikasi
dalam
Indriantoro, Nur dan Supomo, Bambang. 2002. Metodologi Penelitian Bisnis
untuk Akuntansi dan Manajemen . Cetakan Ke-2, BPFE, Yogyakarta.
Karsono, 2006. Pemikiran-Pemikiran dalam Pembangunan Kesejahteraan Sosial.
Jakarta: Lembaga Penerbit FE-UI.
Karsono, 2008, Pemikiran-pemikiran dalam Pembangunan Kesejahteraan Sosial .
Jakarta: Lembaga Penerbit FE-UI.
Kim, D. and I. Benbasat, 2003. “Trust-Related Arguments in Internet Stores: A
Framework for Evaluation,” Journal of Electronic Commerce
ReseaOrch, Vol. 4, No. 2:49-64.
Kotler, Philip, 1999, Manajemen Pemasaran :
Implementasi dan Kontrol, Prentice Hall Inc.
Analisis, Perencanaan,
Kotler, Philip, 2006, "Manajemen Pemasaran" , Edisi Kedua Belas. Jilid 2. PT
Prenhallindo, Jakarta.
Kurnia Ahmad. 2008. Konsumen dan Kepuasannya . Resensi Buku. Rangkuman.
Materi Kuliah Manajemen
Luarn dan Lin. 2003. A Customer Loyalty Model For E-Service Context. National
Taiwan University of Science and Technology. Journal of Electronic
Commerce Research, Vol. 4 No. 4.
Mayer, R.C. and J.H. Davis, “The Effect of the Performance Appraisal System on
Trust in Management: A Field Quasi-Experiment,” Journal of Applied
Psychology, Vol. 84, No. 1:123-136, 1999.
Mayer, R.C., J.H. Davis, and F.D. Schoorman, “An Integration Model of
Organizational Trust,” Academy of Management Review, Vol. 20, No.
3:709-734, 1995
Mcllroy, A and Barnett, S., 2000, Building Customer Relationships: Do Discoutn
Cards Work?, Managing Service Quality, 10 (6), pp. 347-355.
Moorman, C., Deshpande´, R. and Zaltman, G. (1993), Relationship Between
Providers and Users of Market Research: The Role of Personal Trust,
Marketing Science Institute, Cambridge, MA.
Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of
relationship marketing ”, Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
Morgan, Robert M., dan Shelby D. Hunt, 1994, "The Commitment-Trust Theory
of Relationship Marketing", Journal of Marketing , Vol. 58, July, pp. 2038.
Mowen, J.C. and M. Minor, 2002, Consumer Behavior, 5th, Upper Saddle River,
NJ: Prentice Hall, Inc.
Mowen, John. C dan Minor, Michael. 2002. Perilaku Konsumen. Edisi Kelima. Jilid 1.
Edisi Bahasa Indonesia. Terjemahan oleh Lina Salim. 2002. Jakarta: PT
Penerbit Erlangga.
Ndubisi,
Nelson O. 2007. “Relationship Marketing and Customer
Loyalty”.Marketing Intelligence and Planning . Vol 25. No.1. pg 98 –
106.
Oliver, Richard L., 1999, “Whence Customer Loyalty”, Journal of Marketing,
Vol. 63 (Special Issues)
Palilati, Alida. 2004. Pengaruh Tingkat Kepuasan Terhadap Loyalitas Nasabah
Tabungan Perbankan di Wilayah Etnik Bugis. Analisis. Vol. 1 No. 2.
Pritchard, M.P. and Howard, D.R. 1997, „„The loyal traveler: examining a
typology of service patronage‟‟, Journal of Travelers Research, Vol. 35
No. 4, pp. 2-11.
Ramadania. 2000, Kepercayaan dan Komitmen Sebagai Perantara Kunci
Relationship Marketing Dalam Membangun Loyalitas (Survey Pada
Nasabah Bank Muamalat Indonesia Surabaya), Jurnal Riset Ekonomi
dan Manajemen, vol 2 No. 1, Januari 2002,Hal. 33 – 52
Robben P.S., 2006, Perilaku Organisasi. Edisi Bahasa Indonesia. Jakarta : PT
Indeks.
Robbins, S.P., 2006. “Organizational Behavior: Concept, Controversies, and
Application ”, Edisi 5, Englewood Liffs, New Jersey: Prentice Hall Inc
Singgih Santoso. 2003. Mengatasi Berbagai Masalah Statistik dengan SPSS Versi
11.5, PT. Elex Media Komputindo. Jakarta.
Sugiyono, 2003, Metode Penelitian Bisnis, CV Alvabeta, Bandung
Sunarto. 2006. Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah
Deposito Pada PT Bank Mndiri Cabang (Persero) Semarang Pahlawan.
Disertasi. Semarang. FIS UNNES.
Tjiptono, Fandy, 2000, Manajemen Jasa , Yogyakarta : Andi.
Tjiptono, Fandy. 2005. Service Management : Mewujudkan layanan prima.
Yogyakarta : Andi
Umar Husein, 2002. Metodologi Penelitian Bisnis Aplikasi Dalam Pemasaran.
PT. Gramedia Pustaka Utama, Jakarta.
Wibowo S. 2006. Relationship Marketing Inputs Terhadap Customer Loyalty
Pada Industry Hospitality di Surabaya.
Winardi, H., 2003. Motivasi dan Pemotivasian dalam Manajemen, Jakarta:
Rajagrafindo Persada.
Agustino, Budi dan Sumarno. 2008. Analisis Pengaruh Kualitas Pelayanan Jasa
Terhadap Kepuasan dan Loyalitas Pasien Rawat Inap di Rumah Sakit ST
Elisabeth Semarang . Eksplanasi. Vol. 2 No. 4.
Anderson, James C. dan James A. Narus, 1990, "A Model of Distributor Firm and
Manufacturer Firm Working Partnerships", Journal of Marketing , Vol. 54,
January, pp. 42-58.
Arikunto, Suharsimi, 2002, Prosedur Penelitian . Rineka Cipta. Semarang.
Arikunto, Suharsini, 2002, Prosedur Penelitian Suatu Pendekatan Praktek.
PT. Rineka Cipta, Jakarta.
Ariyanto, Nuke dan Suryandari, Retno Tanding. 2005. Pengaruh Atribut
Kepuasan Terhadap Loyalitas Konsumen (Survai pada Pedagang Kaki
Lima di Jl. Ir. Sutami, Jebres, Surakarta ). Fokus Manajerial. Vol. 3, No.
2, 2005 : 120 – 131
Basu Swasta DH dan Irawan, 2003, Manajemen Pemasaran Modern , EdisiKedua,
Cetakan Ke-duabelas, Yogyakarta : Liberty.
Basu Swasta DH, 2003, Analisis Perilaku Konsumen, Yogyakarta: Liberty.
Bowen, J, and Shoemaker, S (1998), Loyalty: A Strategy Commitment, Cornell
H.R.A, Quarterly, Vol 2. pp. 12-25.
Bowen, J.T. and Chen, S.L. (2001), „„The relationship between customer loyalty
and customer satisfaction‟‟, International Journal of Contemporary
Hospitality Management, Vol. 13 No. 5, pp. 213-7.
Bramson, 2004, “From the Marketing Mix to Relationship Marketing : Towards a
Paradigm Shift in Marketing”, Journal of Managements Decisions, Vol.
44 No. 3.
Chan, K.W. and Ndubisi, N.O. 2003, “Building customer loyalty in the digital age
through relationship marketing (RM) and the mediation effect of trust”,
Proceedings of the 5th International Conference on Operations and
Quantitative Management, Seoul, South Korea, Korea, pp. 293-302.
Christian N. Madu. The association of gender to firm-customer relationship.
International Journal of Quality & Reliability Management . Vol. 26 No.
3, 2009 pp. 283-301
Djarwanto PS dan Pangestu Subagyo, 2004, Statistik Induktif, Edisi 4, Yogyakarta
: BPFE.
Dwyer, R.F, Schurr, P.H and Oh, S, 1987, Developing Buyer-Seller Relationship,
Journal of Marketing, Vol. 51,pp 11-27.
Freida Ellena, 2011. Analisis Pengaruh Kepercayaan, Komitmen, Komunikasi,
dan Penanganan Keluhan terhadap Loyalitas Nasabah (Studi pada
Nasabah PT. BRI (Persero) Tbk. Cabang Pemalang)
Griffin, Jill, 2003, Customer Loyalty : How to Earn It, How to Keep It, Lexington
Books, The Free Press, Singapore
Griffin, K., 2008. “The Contribution of Studies of Source Credibility to a Theory
of Interpersonal Trust in the Communication Process,” Psychological
Bulletin, Vol. 68, No. 2:104-120, 2003
Gujarati, Damodar Terjemahan Sumarno Zain., 2001, Ekonometrika Dasar,
Erlangga, Jakarta.
Hair Jr, Joseph F, Rolp E Anderson, Ronald L Tatham and William C Black,
1995, Multivariate Data Analysis with Readings , Fourth Edition,
Prentice Hall International Editions.
Haruna. 2009. Relationship Marketing Inputs Berpengaruh Signifikan Terhadap
Quality of Service pada perusahaan LG Elektronik.
Hennig-Thurau, T. and U. Hansen, 2002. “Relationship Marketing: Some
Reflections on the State-of-the-art of the Relational Concept.” In T.
Henning-Thurau and U. Hansen (Eds). Relationship Marketing: Gaining
Competitive Advantage through Customer Satisfaction and Customer
Hermawan, Kartajaya, 2002, Mark Plus on Strategy, 12 Tahun Perjalanan Mark
Plus&Co Membangun Strategi Perusahaan, Jakarta: Gramedia Pustaka
Utama.
Husein
Umar, 2002. “Metodologi Penelitian Bisnis
Pemasaran”,PT. Gramedia Pustaka Utama, Jakarta
Aplikasi
dalam
Indriantoro, Nur dan Supomo, Bambang. 2002. Metodologi Penelitian Bisnis
untuk Akuntansi dan Manajemen . Cetakan Ke-2, BPFE, Yogyakarta.
Karsono, 2006. Pemikiran-Pemikiran dalam Pembangunan Kesejahteraan Sosial.
Jakarta: Lembaga Penerbit FE-UI.
Karsono, 2008, Pemikiran-pemikiran dalam Pembangunan Kesejahteraan Sosial .
Jakarta: Lembaga Penerbit FE-UI.
Kim, D. and I. Benbasat, 2003. “Trust-Related Arguments in Internet Stores: A
Framework for Evaluation,” Journal of Electronic Commerce
ReseaOrch, Vol. 4, No. 2:49-64.
Kotler, Philip, 1999, Manajemen Pemasaran :
Implementasi dan Kontrol, Prentice Hall Inc.
Analisis, Perencanaan,
Kotler, Philip, 2006, "Manajemen Pemasaran" , Edisi Kedua Belas. Jilid 2. PT
Prenhallindo, Jakarta.
Kurnia Ahmad. 2008. Konsumen dan Kepuasannya . Resensi Buku. Rangkuman.
Materi Kuliah Manajemen
Luarn dan Lin. 2003. A Customer Loyalty Model For E-Service Context. National
Taiwan University of Science and Technology. Journal of Electronic
Commerce Research, Vol. 4 No. 4.
Mayer, R.C. and J.H. Davis, “The Effect of the Performance Appraisal System on
Trust in Management: A Field Quasi-Experiment,” Journal of Applied
Psychology, Vol. 84, No. 1:123-136, 1999.
Mayer, R.C., J.H. Davis, and F.D. Schoorman, “An Integration Model of
Organizational Trust,” Academy of Management Review, Vol. 20, No.
3:709-734, 1995
Mcllroy, A and Barnett, S., 2000, Building Customer Relationships: Do Discoutn
Cards Work?, Managing Service Quality, 10 (6), pp. 347-355.
Moorman, C., Deshpande´, R. and Zaltman, G. (1993), Relationship Between
Providers and Users of Market Research: The Role of Personal Trust,
Marketing Science Institute, Cambridge, MA.
Morgan, R.M. and Hunt, S.D. (1994), “The commitment-trust theory of
relationship marketing ”, Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
Morgan, Robert M., dan Shelby D. Hunt, 1994, "The Commitment-Trust Theory
of Relationship Marketing", Journal of Marketing , Vol. 58, July, pp. 2038.
Mowen, J.C. and M. Minor, 2002, Consumer Behavior, 5th, Upper Saddle River,
NJ: Prentice Hall, Inc.
Mowen, John. C dan Minor, Michael. 2002. Perilaku Konsumen. Edisi Kelima. Jilid 1.
Edisi Bahasa Indonesia. Terjemahan oleh Lina Salim. 2002. Jakarta: PT
Penerbit Erlangga.
Ndubisi,
Nelson O. 2007. “Relationship Marketing and Customer
Loyalty”.Marketing Intelligence and Planning . Vol 25. No.1. pg 98 –
106.
Oliver, Richard L., 1999, “Whence Customer Loyalty”, Journal of Marketing,
Vol. 63 (Special Issues)
Palilati, Alida. 2004. Pengaruh Tingkat Kepuasan Terhadap Loyalitas Nasabah
Tabungan Perbankan di Wilayah Etnik Bugis. Analisis. Vol. 1 No. 2.
Pritchard, M.P. and Howard, D.R. 1997, „„The loyal traveler: examining a
typology of service patronage‟‟, Journal of Travelers Research, Vol. 35
No. 4, pp. 2-11.
Ramadania. 2000, Kepercayaan dan Komitmen Sebagai Perantara Kunci
Relationship Marketing Dalam Membangun Loyalitas (Survey Pada
Nasabah Bank Muamalat Indonesia Surabaya), Jurnal Riset Ekonomi
dan Manajemen, vol 2 No. 1, Januari 2002,Hal. 33 – 52
Robben P.S., 2006, Perilaku Organisasi. Edisi Bahasa Indonesia. Jakarta : PT
Indeks.
Robbins, S.P., 2006. “Organizational Behavior: Concept, Controversies, and
Application ”, Edisi 5, Englewood Liffs, New Jersey: Prentice Hall Inc
Singgih Santoso. 2003. Mengatasi Berbagai Masalah Statistik dengan SPSS Versi
11.5, PT. Elex Media Komputindo. Jakarta.
Sugiyono, 2003, Metode Penelitian Bisnis, CV Alvabeta, Bandung
Sunarto. 2006. Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah
Deposito Pada PT Bank Mndiri Cabang (Persero) Semarang Pahlawan.
Disertasi. Semarang. FIS UNNES.
Tjiptono, Fandy, 2000, Manajemen Jasa , Yogyakarta : Andi.
Tjiptono, Fandy. 2005. Service Management : Mewujudkan layanan prima.
Yogyakarta : Andi
Umar Husein, 2002. Metodologi Penelitian Bisnis Aplikasi Dalam Pemasaran.
PT. Gramedia Pustaka Utama, Jakarta.
Wibowo S. 2006. Relationship Marketing Inputs Terhadap Customer Loyalty
Pada Industry Hospitality di Surabaya.
Winardi, H., 2003. Motivasi dan Pemotivasian dalam Manajemen, Jakarta:
Rajagrafindo Persada.