Pengaruh Strategi Bauran Pemasaran dan Manajemen Hubungan Pelanggan (CRM) Terhadap Kepuasan Pelanggan dan Dampaknya Terhadap Loyalitas Pelanggan PT. Medion Cabang Medan
DAFTAR PUSTAKA
Abdillah, Willy dan Jogiyanto HM. 2015. Partial Least Square (PLS): Alternatif
Structural Equation Modeling (SEM) dalam Penelitian Bisnis.
Yogyakarta: Penerbit Andi
Adnin, Rizqa Janati, Nawazirul Lubis, dan Widayanto. 2013. Pengaruh Customer
Relationship Management terhadap Loyalitas Pelanggan PT. Nasmoco
Pemuda Semarang. Diponegoro Journal of Social and Politic of
Science 1(1): 1-8
Alelign, Dereje, B.V. Prasada Rao, dan Wako. 2014. The Impact of Marketing
Mix on Customer Satisfaction. International Journal of Academic
Research 1(1): 59-72
Amir, Mohammadpour, Hajnazariheris Yousof, dan Ebrahimpour Asma. 2014.
The Effect of Using Customer Relationship Management System on
Customer Loyalty (Case Study: Ansar Bank’s Branches In East
Azarbaijan). Indian Journal Science 8(1): 98-106
Alma, Buchari. 2008. Manajemen Pemasaran dan Pemasaran Jasa. Bandung.
Alfabeta.
Bagozzi, Richard P dan Youjae Yi. 1998. “On the Evaluation of Structural
Equation Models”, Journal of the Academy of Marketing Science
16:74-21
Chen, Injazz dan Karen Popovich. 2003. Understanding Customer Relationship
Management (CRM): People, Process, and Technology. Business
Process Management Journal 9(5): 672-688
Ersi, Dzikiryat Y dan Hatane Semuel. 2014. Analisis CRM, Kepuasan Pelanggan,
dan Loyalitas Produk UKM Berbasis Bahan Baku Terigu di Jawa
Timur.
Jurnal
Manajemen
Pemasaran
8(1):
1-8.
doi:
10.9744/pemasaran.8.1.1-8
Ghozali, Imam. 2012. Aplikasi Analisis Multivariate dengan Program SPSS.
Semarang: Badan Penerbit Universitas Diponegoro
Griffin, Jill. 2005. Customer Loyalty Edisi Revisi. Jakarta: Erlangga
Hair, Joseph F. Jr., Christian M. Ringle, dan Marko Sarstedt. 2011. “PLS-SEM:
Indeed A Silver Bullet”. Journal of Marketing Theory and Practice
19:139-13
178
Universitas Sumatera Utara
179
Hair, Joseph F. Jr., G. Tomas M. Hult, Christian M. Ringle, dan Marko Sarstedt.
2014. A Primer on Partial Least Squares Structural Equation Modeling
(PLS-SEM). United States of America: SAGE Publications, Inc. Kindle
Edition
Hasan, Ali. 2009. Marketing Edisi Baru. Yogyakarta: Med Press
Henseler, Jorg, Christian M. Ringle, dan Rudolf R. Sinkovics. 2009. “The Use of
Partial Least Squares Path Modeling in International Marketing”,
Advances in International Marketing 20: 277-43
Hulland, John. 1999. Use of Partial Least Squares (PLS) in Strategic Management
Research: A Review of Four Recent Studies. Strategic Management
Journal 20: 195-10
Imasari, Kartika dan Kezia Kurniawati Nursalin. 2011. Pengaruh Customer
Relationship Management Terhadap Loyalitas Pelanggan Pada PT.
BCA Tbk. Jurnal Fokus Ekonomi 10(3): 183-192
Kostojohn, Scott, Mathew Johnson, dan Brian Paulen. 2011. CRM Fundamentals.
New York: Apress
Kotler, Philip dan Gary Armstrong. 2014. Principles of Marketing: 15th edition.
New Jersey: Prentice-Hall, Inc.
Kotler, Philip dan Keller K Lane. 2012. Marketing Management, 14th edition.
New Jersey: Prentice Hall, Inc.
Kristian, Feliks Anggia Binsar dan Hotman Panjaitan. 2014. Analysis of
Customer Loyalty Through Total Quality Service, Customer
Relationship Management and Customer Satisfaction. International
Journal of Evaluation and Research in Education 3(3): 142-151,
http://iaesjournal.com/online/index.php/IJERE
Krishnamoorthy, V dan R. Srinivasan. 2013. Impact of Customer Relationship
Management on Loyaltyin Indian Banking Sector-An Empirical Study.
International Monthly Refereed Journal of Research in Management
and Technology 2(1): 150-161
Lenzun, Jessica, James D.D Massie, dan Decky Adare. 2014. Pengaruh Kualitas
Produk, Harga, dan Promosi terhadap Kepuasan Pelanggan Kartu
Prabayar Telkomsel. Jurnal Ekonomi, Manajemen, Bisnis, dan
Akuntansi 2(3): 1237-1245
Long, Choi Sang, Raha Khalafinezhad, Wan Khairuzzaman Wan Ismail, dan Siti
Zaleha Abd Rasid. 2013. Impact of CRM Factors on Customer
Universitas Sumatera Utara
180
Satisfaction and Loyalty. Asian Journal of Social Science 9(10): 247253
Marsono, Shandy, Budhi Poniman, Endang Saryanti. 2015. Pengaruh Bauran
Pemasaran terhadap Loyalitas Konsumen pada Pasar Tradisional di
Kota Surakarta. Jurnal Ekonomi, Bisnis, dan Perbankan 1(1): 1-15
Mei, Nanang A.M. 2012. Pengaruh Marketing Mix terhadap Loyalitas Konsumen
Sumplemen Impor dari USA di Kabupaten Bantul. JBMA 1(1): 37-53
Owomoyela, Ola Olansunkanmi, dan Oyeniyi. 2013. Investigating The Impact of
Marketing Mix Elements on Consumer Loyalty: An Empirical Study on
Nigerian Breweries PLC. Interdisciplinary Journal of Contemporary
Research in Business 4(11): 485-496
Pride, William M dan O.C. Ferrel. 2012. Marketing 2012 edition. USA: SouthWestern College Pub
____________________________. 2012. Foundations of Marketing 5th edition.
Maron: South Western Cengange Learning.
Saladin, Djaslim. 2007. Intisari Pemasaran dan Unsur-Unsur Pemasaran.
Bandung: CV Linda Karya
Santoso, Singgih. 2007. Statistik Deskriptif: Konsep dan Aplikasi dengan
Microsoft Excel dan SPSS. Yogyakarta: Andi
Sarwono, Jonathan. 2007. Analisis Jalur untuk Riset Bisnis dengan SPSS.
Yogyakarta: Andi Offset
Selang, Christian A.D. 2013. Bauran Pemasaran (Marketing Mix) Pengaruhnya
Terhadap Loyalitas Konsumen Pada Fresh Mart Bahu Mall Manado.
Jurnal Ekonomi, Manajemen, Bisnis, dan Akuntansi 1(3): 71-80
Sinulingga, Sukaria. 2013. Metode Penelitian Edisi 3. Medan: USU Press
Sugiyono. 2006. Metode Penelitian Bisnis, cetakan kedelapan. Bandung: Alfabeta
________. 2012. Metode Penelitian Kuantitatif, Kualitatif, dan R&B. Bandung:
Alfabeta
Suharsimi, Arikunto. 2010. Prosedur Penelitian: Suatu Pendekatan Praktis, Edisi
revisi 2010. Jakarta: Rineka Cipta
Sukamto, Raymond dan Daniel B. Lumintan. 2015. The Impact of Marketing Mix
towards Customer Loyalty Mediated by Customer Satisfaction of
Blackberry Indonesia. iBuss Management 3(2): 316-324
Universitas Sumatera Utara
181
Sutarso, Yudi dan Suharno. 2009. Marketing in Practice. Surabaya: Graha Ilmu
Swastha, Basu dan Irawan. 2008. Manajemen Pemasaran Modern. Yogyakarta:
Liberty.
Tauriana Dian, Andhika. 2010. Bauran Pemasaran, Manajemen Hubungan
Pelanggan dalam Menciptakan Loyalitas Konsumen. Journal The
Winners 11(1): 34-42
Tjiptono, Fandy. 2008. Strategi Pemasaran, edisi ketiga. Yogyakarta: Andi
_____________. 2014. Pemasaran Jasa. Yogyakarta: Andi
Tunggal, Amin Widjaja. 2008. Dasar-Dasar Customer Relationship Management
(CRM). Jakarta: Harvarindo
Umar, Husen. 2008. Metode Riset Bisnis. Jakarta: PT. Gramedia Pustaka Utama
Victor, Christian, Rotinsulu Jopie Jorie, dan Jacky S.B. Sumarauw. 2015.
Pengaruh Customer Relationship Management dan Kepercayaan
Terhadap Kepuasan serta Dampaknya Terhadap Loyalitas Konsumen
PT. Bank BCA Tbk di Manado. Jurnal Ekonomi, Manajemen, Bisnis,
dan Akuntansi 3(2): 671-683
Wahyudi, Sandy. 2015. Service Marketing. www.slcmarketinginc.com
Zamil, Ahmad. 2011. Customer Relationship Management: A Strategy to Sustain
the Organization’s Name and Products in the Customers’ Minds.
European Journal of Social Sciences 22(3): 451-459
Universitas Sumatera Utara
Abdillah, Willy dan Jogiyanto HM. 2015. Partial Least Square (PLS): Alternatif
Structural Equation Modeling (SEM) dalam Penelitian Bisnis.
Yogyakarta: Penerbit Andi
Adnin, Rizqa Janati, Nawazirul Lubis, dan Widayanto. 2013. Pengaruh Customer
Relationship Management terhadap Loyalitas Pelanggan PT. Nasmoco
Pemuda Semarang. Diponegoro Journal of Social and Politic of
Science 1(1): 1-8
Alelign, Dereje, B.V. Prasada Rao, dan Wako. 2014. The Impact of Marketing
Mix on Customer Satisfaction. International Journal of Academic
Research 1(1): 59-72
Amir, Mohammadpour, Hajnazariheris Yousof, dan Ebrahimpour Asma. 2014.
The Effect of Using Customer Relationship Management System on
Customer Loyalty (Case Study: Ansar Bank’s Branches In East
Azarbaijan). Indian Journal Science 8(1): 98-106
Alma, Buchari. 2008. Manajemen Pemasaran dan Pemasaran Jasa. Bandung.
Alfabeta.
Bagozzi, Richard P dan Youjae Yi. 1998. “On the Evaluation of Structural
Equation Models”, Journal of the Academy of Marketing Science
16:74-21
Chen, Injazz dan Karen Popovich. 2003. Understanding Customer Relationship
Management (CRM): People, Process, and Technology. Business
Process Management Journal 9(5): 672-688
Ersi, Dzikiryat Y dan Hatane Semuel. 2014. Analisis CRM, Kepuasan Pelanggan,
dan Loyalitas Produk UKM Berbasis Bahan Baku Terigu di Jawa
Timur.
Jurnal
Manajemen
Pemasaran
8(1):
1-8.
doi:
10.9744/pemasaran.8.1.1-8
Ghozali, Imam. 2012. Aplikasi Analisis Multivariate dengan Program SPSS.
Semarang: Badan Penerbit Universitas Diponegoro
Griffin, Jill. 2005. Customer Loyalty Edisi Revisi. Jakarta: Erlangga
Hair, Joseph F. Jr., Christian M. Ringle, dan Marko Sarstedt. 2011. “PLS-SEM:
Indeed A Silver Bullet”. Journal of Marketing Theory and Practice
19:139-13
178
Universitas Sumatera Utara
179
Hair, Joseph F. Jr., G. Tomas M. Hult, Christian M. Ringle, dan Marko Sarstedt.
2014. A Primer on Partial Least Squares Structural Equation Modeling
(PLS-SEM). United States of America: SAGE Publications, Inc. Kindle
Edition
Hasan, Ali. 2009. Marketing Edisi Baru. Yogyakarta: Med Press
Henseler, Jorg, Christian M. Ringle, dan Rudolf R. Sinkovics. 2009. “The Use of
Partial Least Squares Path Modeling in International Marketing”,
Advances in International Marketing 20: 277-43
Hulland, John. 1999. Use of Partial Least Squares (PLS) in Strategic Management
Research: A Review of Four Recent Studies. Strategic Management
Journal 20: 195-10
Imasari, Kartika dan Kezia Kurniawati Nursalin. 2011. Pengaruh Customer
Relationship Management Terhadap Loyalitas Pelanggan Pada PT.
BCA Tbk. Jurnal Fokus Ekonomi 10(3): 183-192
Kostojohn, Scott, Mathew Johnson, dan Brian Paulen. 2011. CRM Fundamentals.
New York: Apress
Kotler, Philip dan Gary Armstrong. 2014. Principles of Marketing: 15th edition.
New Jersey: Prentice-Hall, Inc.
Kotler, Philip dan Keller K Lane. 2012. Marketing Management, 14th edition.
New Jersey: Prentice Hall, Inc.
Kristian, Feliks Anggia Binsar dan Hotman Panjaitan. 2014. Analysis of
Customer Loyalty Through Total Quality Service, Customer
Relationship Management and Customer Satisfaction. International
Journal of Evaluation and Research in Education 3(3): 142-151,
http://iaesjournal.com/online/index.php/IJERE
Krishnamoorthy, V dan R. Srinivasan. 2013. Impact of Customer Relationship
Management on Loyaltyin Indian Banking Sector-An Empirical Study.
International Monthly Refereed Journal of Research in Management
and Technology 2(1): 150-161
Lenzun, Jessica, James D.D Massie, dan Decky Adare. 2014. Pengaruh Kualitas
Produk, Harga, dan Promosi terhadap Kepuasan Pelanggan Kartu
Prabayar Telkomsel. Jurnal Ekonomi, Manajemen, Bisnis, dan
Akuntansi 2(3): 1237-1245
Long, Choi Sang, Raha Khalafinezhad, Wan Khairuzzaman Wan Ismail, dan Siti
Zaleha Abd Rasid. 2013. Impact of CRM Factors on Customer
Universitas Sumatera Utara
180
Satisfaction and Loyalty. Asian Journal of Social Science 9(10): 247253
Marsono, Shandy, Budhi Poniman, Endang Saryanti. 2015. Pengaruh Bauran
Pemasaran terhadap Loyalitas Konsumen pada Pasar Tradisional di
Kota Surakarta. Jurnal Ekonomi, Bisnis, dan Perbankan 1(1): 1-15
Mei, Nanang A.M. 2012. Pengaruh Marketing Mix terhadap Loyalitas Konsumen
Sumplemen Impor dari USA di Kabupaten Bantul. JBMA 1(1): 37-53
Owomoyela, Ola Olansunkanmi, dan Oyeniyi. 2013. Investigating The Impact of
Marketing Mix Elements on Consumer Loyalty: An Empirical Study on
Nigerian Breweries PLC. Interdisciplinary Journal of Contemporary
Research in Business 4(11): 485-496
Pride, William M dan O.C. Ferrel. 2012. Marketing 2012 edition. USA: SouthWestern College Pub
____________________________. 2012. Foundations of Marketing 5th edition.
Maron: South Western Cengange Learning.
Saladin, Djaslim. 2007. Intisari Pemasaran dan Unsur-Unsur Pemasaran.
Bandung: CV Linda Karya
Santoso, Singgih. 2007. Statistik Deskriptif: Konsep dan Aplikasi dengan
Microsoft Excel dan SPSS. Yogyakarta: Andi
Sarwono, Jonathan. 2007. Analisis Jalur untuk Riset Bisnis dengan SPSS.
Yogyakarta: Andi Offset
Selang, Christian A.D. 2013. Bauran Pemasaran (Marketing Mix) Pengaruhnya
Terhadap Loyalitas Konsumen Pada Fresh Mart Bahu Mall Manado.
Jurnal Ekonomi, Manajemen, Bisnis, dan Akuntansi 1(3): 71-80
Sinulingga, Sukaria. 2013. Metode Penelitian Edisi 3. Medan: USU Press
Sugiyono. 2006. Metode Penelitian Bisnis, cetakan kedelapan. Bandung: Alfabeta
________. 2012. Metode Penelitian Kuantitatif, Kualitatif, dan R&B. Bandung:
Alfabeta
Suharsimi, Arikunto. 2010. Prosedur Penelitian: Suatu Pendekatan Praktis, Edisi
revisi 2010. Jakarta: Rineka Cipta
Sukamto, Raymond dan Daniel B. Lumintan. 2015. The Impact of Marketing Mix
towards Customer Loyalty Mediated by Customer Satisfaction of
Blackberry Indonesia. iBuss Management 3(2): 316-324
Universitas Sumatera Utara
181
Sutarso, Yudi dan Suharno. 2009. Marketing in Practice. Surabaya: Graha Ilmu
Swastha, Basu dan Irawan. 2008. Manajemen Pemasaran Modern. Yogyakarta:
Liberty.
Tauriana Dian, Andhika. 2010. Bauran Pemasaran, Manajemen Hubungan
Pelanggan dalam Menciptakan Loyalitas Konsumen. Journal The
Winners 11(1): 34-42
Tjiptono, Fandy. 2008. Strategi Pemasaran, edisi ketiga. Yogyakarta: Andi
_____________. 2014. Pemasaran Jasa. Yogyakarta: Andi
Tunggal, Amin Widjaja. 2008. Dasar-Dasar Customer Relationship Management
(CRM). Jakarta: Harvarindo
Umar, Husen. 2008. Metode Riset Bisnis. Jakarta: PT. Gramedia Pustaka Utama
Victor, Christian, Rotinsulu Jopie Jorie, dan Jacky S.B. Sumarauw. 2015.
Pengaruh Customer Relationship Management dan Kepercayaan
Terhadap Kepuasan serta Dampaknya Terhadap Loyalitas Konsumen
PT. Bank BCA Tbk di Manado. Jurnal Ekonomi, Manajemen, Bisnis,
dan Akuntansi 3(2): 671-683
Wahyudi, Sandy. 2015. Service Marketing. www.slcmarketinginc.com
Zamil, Ahmad. 2011. Customer Relationship Management: A Strategy to Sustain
the Organization’s Name and Products in the Customers’ Minds.
European Journal of Social Sciences 22(3): 451-459
Universitas Sumatera Utara