PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN KONSUMEN TERHADAP KEPUTUSAN KONSUMEN DALAM MENENTUKAN PILIHAN JASA KURIR PADA KANTOR POS INDONESIA CABANG CIKAMPEK (Survei Pada Pengguna Jasa Kiriman Paket Di Kantor Pos Indonesia Cab. Cikampek)
168
DAFTAR PUSTAKA
BUKU
Arikunto,
Suharsimi.
2010.
Prosedur
Penelitian
Suatu
Pendekatan Praktik. Jakarta: PT. Rineka Cipta.
Basu Swastha dan Irawan, 2001, Manajemen Pemasaran Modern,
Liberty, Yogyakarta
Basu Swastha dan T. Hani Handoko, 1997, Manajemen
Pemasaran
Perilaku
Konsumen,
Edisi
3,
Liberty,
Yogyakarta
Barnes, James G. 2003. Rahasia Manajemen Hubungan
Pelanggan. Andreas Winardi (penerjemah). Yogyakarta:
Andi: 137-195
Engel, James F. et al. 1995. Perilaku Konsumen, Jilid 1 dan 2.
Edisi ke enam. Alih Bahasa Budijanto. Binarupa Aksara.
Jakarta
Imam Ghozali, 2005, Analisis Multivariate dengan Program
SPSS, Badan Penerbit Universitas Diponegoro, Semarang
Jasfar, F. 2005. Manajemen Jasa manajemen Terpadu, Ghalia
Indonesia, Bogor.
Ken Hermanto Agung (2010) Analisis pengaruh kualitas layanan,
komitmen dan kepercayaan terhadap loyalitas konsumen
pada nasabah Bank Jateng
Kim (2003) Analisis faktor-faktor kepercayaan pelanggan dalam
transaksi e-commerce
Kim, D. J., Ferrin, D. L., dan Rao, H. R., 2007. Antecedents of
169
Consumer
Trust
in
B-to-C
Electronic
Commerce,
Proceedings of Ninth Americas Conference on Information
Systems, pp. 157
Kotler, P. & Armstrong, G (2012). Principles of Marketing (14th
edition). New Jersey: Prentice Hall.
Kotler, P. & Keller, K. L. (2012). Marketing Management (14th
edition). New Jersey: Prentice Hall.
Morgan, Robert M and Shelby Hunt. 1994. The CommitmentTrust Theory of Relationship Marketing. Journal of
Marketing
Parasuraman,V.,A. 1985. The Nature and Determinant of
Consumer Expectations Of Service. Journal Of Academy of
Marketing Science.21.pp.1-12.
Parasuraman.1988. Servqual A. Multiple item for Measuring
Customer Perception of Service Quality. Journal of
Retailing.64.pp.12-40.
Prabu, A. A. Anwar Mangkunegara. (2005). Perilaku Konsumen.
Bandung; PT. Reflika Aditama.
Philip Kotler, 2002, Manajemen Pemasaran, Edisi Millenium,
Jilid 2, PT Prenhallindo, Jakarta
Philip Kotler dan Gary Amstrong, 1997, Prinsip-Prinsip
Pemasaran, Erlangga, Jakarta
Sugiyono, (2012), Metode Penelitian Bisnis, (Pendekatan
Kuantitatif, Kualitatif, dan R&D, cetakan ke-15. Alfabeta,
Bandung
170
Tjiptono, Fandy, 2000. Manajemen Jasa. Edisi Pertama, Cetakan
Kedua, ANDI, Yogyakarta
Zeithaml, V.A., and Bitner, M.J., 1996, Service Marketing, The
McGraw-Hill Companies, Inc., Singapore.
JURNAL
Ilyoo B, Hong, Hwihyung Cho. (2011). The Impac of Consumer
Trust on Atitudinal Loyalty And Purchase Intentions In
B2C E-Marketplaces: Intermediary Trust Vs. Seller trust.
Collage
off
bussines
administration,
Chung-Ang
University, Seoul.
Kim J. Dan, Donald L. Ferrin, H. Raghav Rao. 2008. A Trustbased consumer Dicesion Masking Model in Electronic
Commerce: The Role of Trust, Precivied Risk, and Their
Antecedents. Dicision Support System 44.
Taleghani, Mohammad, et. Al (2011). “The Role of Relationship
Marketing in Customer Orientation Process in the Banking
Industry with focus on Loyalty (Case Study: Banking
Industry of Iran)”. International Journal of Business and
Social Science. 2, 155-166.
REFERENSI WEBSITE / ELEKTRONIK
Anonim. (2012). Top Brand Index Indonesia Tahun 2011.
[Online]. Tersedia di: http://topbrand-award.com/ [Januari
2013]
171
Anonim 2011. Market share jasa kurir di Indoneisa 2010.
[Online]. Tersedia di :
http://www.bataviase.co.id/node/686690 [2012]
Anonim (2010). Data statistic DITJEN SDPPI semester 1 dan 2
tahun 2010. Tersedia di :
http://www.postel.go.id/publikasi_c_44.htm [ Desember
2012]
Anonim Gambaran Umum Perusahaan PT. Pos Indonesia
Tersedia di: http://www/posindonesia.co.id [April 2013]
Anonim. (2012). PT. Pos Kejar Jadi Market Leader. Tersedia di:
http://www.riaupos.co/berita.php?act=full&id=20144#.Uc1
umjul7Y8 [2013]
Alfin Arifin. (2012). Ekspansi Posindo Pangsa Pasar
Ditargetkan Naik Jadi 17 Percent. Tersedia di :
http://en.bisnis.com/articles/ekspansi-posindo-pangsa-pasar
ditarget-naik-jadi-17-percent [2013]
DAFTAR PUSTAKA
BUKU
Arikunto,
Suharsimi.
2010.
Prosedur
Penelitian
Suatu
Pendekatan Praktik. Jakarta: PT. Rineka Cipta.
Basu Swastha dan Irawan, 2001, Manajemen Pemasaran Modern,
Liberty, Yogyakarta
Basu Swastha dan T. Hani Handoko, 1997, Manajemen
Pemasaran
Perilaku
Konsumen,
Edisi
3,
Liberty,
Yogyakarta
Barnes, James G. 2003. Rahasia Manajemen Hubungan
Pelanggan. Andreas Winardi (penerjemah). Yogyakarta:
Andi: 137-195
Engel, James F. et al. 1995. Perilaku Konsumen, Jilid 1 dan 2.
Edisi ke enam. Alih Bahasa Budijanto. Binarupa Aksara.
Jakarta
Imam Ghozali, 2005, Analisis Multivariate dengan Program
SPSS, Badan Penerbit Universitas Diponegoro, Semarang
Jasfar, F. 2005. Manajemen Jasa manajemen Terpadu, Ghalia
Indonesia, Bogor.
Ken Hermanto Agung (2010) Analisis pengaruh kualitas layanan,
komitmen dan kepercayaan terhadap loyalitas konsumen
pada nasabah Bank Jateng
Kim (2003) Analisis faktor-faktor kepercayaan pelanggan dalam
transaksi e-commerce
Kim, D. J., Ferrin, D. L., dan Rao, H. R., 2007. Antecedents of
169
Consumer
Trust
in
B-to-C
Electronic
Commerce,
Proceedings of Ninth Americas Conference on Information
Systems, pp. 157
Kotler, P. & Armstrong, G (2012). Principles of Marketing (14th
edition). New Jersey: Prentice Hall.
Kotler, P. & Keller, K. L. (2012). Marketing Management (14th
edition). New Jersey: Prentice Hall.
Morgan, Robert M and Shelby Hunt. 1994. The CommitmentTrust Theory of Relationship Marketing. Journal of
Marketing
Parasuraman,V.,A. 1985. The Nature and Determinant of
Consumer Expectations Of Service. Journal Of Academy of
Marketing Science.21.pp.1-12.
Parasuraman.1988. Servqual A. Multiple item for Measuring
Customer Perception of Service Quality. Journal of
Retailing.64.pp.12-40.
Prabu, A. A. Anwar Mangkunegara. (2005). Perilaku Konsumen.
Bandung; PT. Reflika Aditama.
Philip Kotler, 2002, Manajemen Pemasaran, Edisi Millenium,
Jilid 2, PT Prenhallindo, Jakarta
Philip Kotler dan Gary Amstrong, 1997, Prinsip-Prinsip
Pemasaran, Erlangga, Jakarta
Sugiyono, (2012), Metode Penelitian Bisnis, (Pendekatan
Kuantitatif, Kualitatif, dan R&D, cetakan ke-15. Alfabeta,
Bandung
170
Tjiptono, Fandy, 2000. Manajemen Jasa. Edisi Pertama, Cetakan
Kedua, ANDI, Yogyakarta
Zeithaml, V.A., and Bitner, M.J., 1996, Service Marketing, The
McGraw-Hill Companies, Inc., Singapore.
JURNAL
Ilyoo B, Hong, Hwihyung Cho. (2011). The Impac of Consumer
Trust on Atitudinal Loyalty And Purchase Intentions In
B2C E-Marketplaces: Intermediary Trust Vs. Seller trust.
Collage
off
bussines
administration,
Chung-Ang
University, Seoul.
Kim J. Dan, Donald L. Ferrin, H. Raghav Rao. 2008. A Trustbased consumer Dicesion Masking Model in Electronic
Commerce: The Role of Trust, Precivied Risk, and Their
Antecedents. Dicision Support System 44.
Taleghani, Mohammad, et. Al (2011). “The Role of Relationship
Marketing in Customer Orientation Process in the Banking
Industry with focus on Loyalty (Case Study: Banking
Industry of Iran)”. International Journal of Business and
Social Science. 2, 155-166.
REFERENSI WEBSITE / ELEKTRONIK
Anonim. (2012). Top Brand Index Indonesia Tahun 2011.
[Online]. Tersedia di: http://topbrand-award.com/ [Januari
2013]
171
Anonim 2011. Market share jasa kurir di Indoneisa 2010.
[Online]. Tersedia di :
http://www.bataviase.co.id/node/686690 [2012]
Anonim (2010). Data statistic DITJEN SDPPI semester 1 dan 2
tahun 2010. Tersedia di :
http://www.postel.go.id/publikasi_c_44.htm [ Desember
2012]
Anonim Gambaran Umum Perusahaan PT. Pos Indonesia
Tersedia di: http://www/posindonesia.co.id [April 2013]
Anonim. (2012). PT. Pos Kejar Jadi Market Leader. Tersedia di:
http://www.riaupos.co/berita.php?act=full&id=20144#.Uc1
umjul7Y8 [2013]
Alfin Arifin. (2012). Ekspansi Posindo Pangsa Pasar
Ditargetkan Naik Jadi 17 Percent. Tersedia di :
http://en.bisnis.com/articles/ekspansi-posindo-pangsa-pasar
ditarget-naik-jadi-17-percent [2013]