S MPP 1002171 Bibliogrhapy
DAFTAR PUSTAKA
Alida Palilati., 2004., “Pengaruh Tingkat Kepuasan terhadap Loyalitas Nasabah
Tabungan Perbankan di Wilayah Bugis”, Jurnal Ilmu-Ilmu Sosial, pp. 6574.
Al Rasyid, Harun., 1996., Teknik Penarikan Sampel dan Penyusunan Skala.
Jakarta: PT. Gramedia Pustaka Utama.
Arikunto, Suharsimi., 2013., Prosedur Penelitian: Suatu Pendekatan Praktik,
Jakarta: Rineka Cipta.
Asmara, Fauzan., 2009., “Paradigma Relationship Marketing: Sebuah Tinjauan
Konsep dan Praktek dalam Bidang Pemasaran”. Jurnal Manajerial, Vol.5,
pp. 1-26
Assauri, Sofyan., 2004., Manajemen Pemasaran: Dasar, Konsep dan Strategi.
Jakarta: PT.Grafindo Persada.
Athanasopoulou, Pinelopi., 2009, “Relationship Quality: A Critical Literature
Review and Research Agenda”, European Journal of Marketing, Vol. 53,
pp. 583-610.
Barnes, James. G., 2003, Relationship Marketing, Edisi Kedua, Jakarta: Erlangga.
Basu, Swastha., 2001., Manajemen Pemasaran Modern., Yogyakarta: BPFE.
Beatson, Amanda. T., Lings, Ian and Gudergan, Siegfried., 2008, “Employee
Behavior and Relationship Quality”, The Service Industries Journal, Vol.
28, No. 2.
Belch, George E., dan Michael A. Belch., 2007., “Advertising and Promotion: An
Integrated Marketing Communication Perspective 8th edition”, Boston:
McGraw-Hill, Irwin.
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Boonajsevee, Bhomipan., 2007., “Relationship Marketing Loyalty Intention in
New Era of Thai Bank MArketing”, Nova Southeastern University:
Florida.
Burkart, A.J., 198., “Package Holiday by Airlines”, London: United Kingdom.
Butcher, K., 2005., “Differential Impact of Social Influence in the Hospitality
Encounter”,
International Journal of Contemporary Hospitality
Management, Vol. 17 No. 2/3, pp. 125-135.
Carrillat, François A., Fernando Jaramillo., and Jay Prakash Mulki., 2009.,
“Examining the Impact of Service Quality: A Meta -Analysis of Empirical
Evidence”, Journal of Marketing Theory and Practice . 17 (2), pp 95-110.
Chakrabarty, S., D, Whitten and K, Green., 2007, “Understanding Service Quality
and Relationship Quality in is Outsorching: Client Orientation &
Promotion”, Project Management Effectiveness and The Task Technology-Structure.
Ching- Hsu, Huang., 2012, “The Impact of Relationship Quality on Customer
Loyalty”, Journal of Contemporary Management.
Darmadjati, RS.,
Paramita.
2001.,
Istilah-Istilah Dunia Pariwisata.,
Jakarta: Pradnya
Daryanto., 2011., Sari Kuliah Manajemen Pemasaran. Bandung: PT. Sarana.
Dogdubay, Murat., and Avcikurt, Cevdet., 2009., “Customer Loyalty in The
Speciality Restaurant: An Example from Istanbul”. Journal of Marketing.,
p: 4-6.
Don Sexton., 2010., “Marketing 101: How to Use The Most Powerfull Ideas In
Marketing To Get More Cust omer And Keep Them”. John Wiley & Sons,
Inc.
Fandy Tjiptono., 2008, Strategi Pemasaran, Edisi Ketiga, CV. Andi OFFSET.
Yogyakarta.
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Foster, Brian. F and Cadogan, John. W., 2000., “Relationship Selling and
Custo,er Loyalty: an empirical investigation marketing inteligence
planning”, Vol. 18, No.2, pp. 185-199.
Gaffar, Vannesa., 2007., “CRM dan MPR Hotel (Customer Relationship
Management dan Marketing Public Relation )”. Bandung: CV. Alfabeta.
Garbarino, Ellen and Mark, S. Johnsn., 2002., “The Different Roles of
Satisfaction, Trust and Commitment In Customer Relationship” , Journal
of Marketing, Vol.63, No.2.
Ghaziel, Karima and Akrout, Fathi., 2012, “Dimensions and Antecedents of
Relationship Quality in a Business-to-Business Context: an exploratory
study”, The Journal of Supply Chain and Customer Relationship
Management .
Gilbert, David., 2003. “Retailing Marketing Management 2th Edition”. England
Endinburgh Gate: Pearson Educated Limited.
Griffin, Jill., 2009, Customer Loyalty: How to Learn it, How to Keep it , Jakarta:
Erlangga.
Hasan, Ali., 2008., “Marketing”, Yogyakarta: Media Presindo.
Hsiao, Kuo-Lun, Lin, J.C, Xiang-Ying W, His-Peng Lu, Hueiju Yu., 2010,
“Antecedents and Consequences of Trust in Online Product
Recommendations”, Online Information Review, 33 (6), pp. 935-953.
Hennig-Thurau, Thorsten., Gwinner, K.P and Gremler, D.D., 2002, “A
Integration of Relational Benefits and Relationship Quality”, Journal of
Service Research, Vol. 4, No.3, pp. 230-247.
Hennig-Thurau, Thorsen., Gwinner, K.P and Gremler, D.D., 2003, “Managing
Service Relationship in A Global Economy: Refining and Extending The
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Concept of Customer Relational Benefits”, American Marketing
Association, Conference Proceeding, Vol. 14, pp. 152-169.
Hill, Nigel., 2007., “Handbook of Customer Satisfaction Measurement”.,
Cambridge:Great Britanian at the University Press.
Huei-Huang, Chen., Shih-Chih, Chen and Chih-Chin, Yang., 2009, “The Impact
of Service Quality and Relationship Quality on Customer Loyalty in ETourism”, The Journal of Tourism.
Jap, Sandi. D., 1999., “Relationship Quality and Buyer-Seller Interactions in
Channels of Distribution”. Journal of Business Research, Vol. 46, pp 303313.
Kolcaba, Katherine., 2003., “Comfort Theory And Practice: A Vision For Holistic
Health Care And Research ”, New York: Spinger Publishing Company.
Kotler, Philip., Bowen J,T and Makena J.C., 2010., “Marketing for Hospitality
and Tourism”, New Jersey: Pearson Education, Inc.
Kotler, Philip and Garry Amstrong., 2012., “Principle of Marketing, 14th
edition”., New Jersey: Prentice Hall.
Kotler, Philip and Keller, Kevin L., 2009, “Marketing Management; 13th edition”,
New Jersey: Prentice Hall.
Kotler, Philip and Keller, Kevin L., 2012., “Marketing Management, 14th”, New
Jersey: Pearson Prentice Hall.
Lages, Camen., Lages, Cristiana Raquel and Lages, Luis Filipe., 2005, “The
RELQUAL Scale: a measure of relationship quality in export market
ventures”, Journal of Business Research, Vol. 58, pp. 1040-1048.
Lamarto, Yohanes., 2006.. Prinsip Pemasaran Jilid 7, Jakarta: Erlangga.
Leo, Y.M. Sin., Alan, C. B. Tse., Haksin Chan., Vincent C.S. Heung and
Frederick H. K., 2006., “The Effect of Relationship Marketing Orientation
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
on Business Performance in The Hotel Industry”, The Journal of
Hospitality & Tourism Research.
Li, Mei-Lien., Robert D. Green., 2012., “A Mediating Influence on Customer
Loyalty: The Role of Perceived Value”, Journal of Management and
Marketing Research, pp: 1-12.
Lupiyoadi, Rambat., 2001., Manajemen Pemasaran Jasa, Jakarta: Salemba
Empat..
McKnight, D. Harrison, Vivek Choudhury, Charles Kacmar., 2002. “The impact
of initial consumer trust on intentions to transact with a web site: a trust
building model”, Journal of Strategic Information Systems , Vol. 11, pp.
297–323.
Mill, Robert Christie., 2000., “The Tourism Internaational Business” Edisi
Bahasa Indonesia. Jakarta: Grafindo.
Moliner, A. Miguel., Sanchez, Javien., Rodrigues, M. Rosa and Callarisa, Luis.,
2007, “Relationship Quality with a Travel Agency: The Influence of the
Postpurchase Perceived Value of a Tourism Package”, The Journal of
Tourism and Hospitality Research, Vol. 7, pp. 194-211.
Mousavi, Bahaedin., 2012, “Relationship Quality Strategi and Customer
Loyalty”, The Journal of Marketing , Vol. 57, No. 27, pp. 143-147.
Muljadi, A.J., 2009., Kepariwisataan dan Perjalanan. Jakarta: Grafindo.
Musanto, Trisno., 2004., “Faktor-faktor Kepuasan Pelanggan dan Loyalitas
Pelanggan:Studi Kasus pada CV. Media Advertising Surabaya”, Jurnal
Manajemen dan Kewirausahaan , Vol. 6, pp. 123-136.
Noor, Juliansyah., 2013., “Metodologi Penelitian”, Jakarta: Kencana Prenada
Media Group.
Nugroho, Bambang., 2006., Reward dan Punishment ., Bulletin cipta karya,
departemen pekerjaan umum edisi no 6/IV/ juni 2006.
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Oliver, R. L., 2005., “Satisfaction : A Behavioral Perspective On The Consumer ”,
New York: McGraw Hill Companies, Inc.
Pendit, Nyoman S., 2002., Ilmu Pariwisata., Jakarta: Pradnya Paramita.
Pendit, Nyoman S., 2003., Ilmu Pariwisata Sebuah Pengantar Perdana., Jakarta:
Pradnya Paramita.
Peppers, Don and Rogers, Martha., 2011, Managing Customer Relationship,
Second Edition, Hoboken, New Jersey.
Pepur, Mario., Mihanovic, Zoran and Pepur, Sandra., 2013, “Analisys of The
Effect of Perceived Service Quality to The Relationship Quality on The
Business-to-Business Market”, The Journal of Management, Vol. 18, pp.
97-109.
Ranupandojo, Heidjrachman., dan Suad Husnan., 2002., Manajemen Persoanalia,
Yogyakarta: BPFE.
Ratih Huriatty., 2010, Bauran Pemasaran dan Loyalitas Konsumen, Bandung:
Alfabeta.
Risnawati, Rini., 2005, Teori-Teori Psikologi, Yogyakarta: Ar-ruz Media.
Ryuzaki., 2011., Harian Warta Warga, Semarang.
Saladin, Djaslim., 2004., Manajemen Pemasaran Edisi ke-3. Bandung: CV. Linda
Karya
Schiffman, Leon., and Leslie Lazar Kanuk., 2008, “Consumer Behavior
edition (Prilaku Konsumen)”, Jakarta: PT. Indeks.
Simamora, Bilson., 2008., “Memenangkan Pasar dengan Pemasaran Efektif dan
Profitabel”, Jakarta: PT. Gramedia Pustaka Utama.
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Simamora, Henry. 2004. Manajemen Sumber Daya Manusia. Yogyakarta : STIE
YKPN.
Similiar, Shanz., 2009., “Experiental Marketin. A Practical guide to interactive
brand experiences”.
Sividas, Eugene., Baker-Prewitt and Jamie, L., 2002. “An Examination of The
Relationship Between Service Quality, Customer Satisfaction, and Store
Loyalty”, International Journal of Retail & Distribution Management,
Vol. 28, No.2.
Sugiyono., 2013., Metode Penelitian Kualitatif, Kuantitatif Dan R&D, Bandung:
Alfabeta.
Sunyoto, Danang., 2009., Analisis Regresi dan Uji Hipotesis, edisi pertama,
Yogyakarta: Media Pressindo.
Suwantoro, G., 2004., Dasar-Dasar Pariwisata. Andi: Yogyakarta.
Swastha,
Basu
dan
Irawan.,
Pemasaran Modern,
Y o g y ak arta : L ib erty .
2003.
Manajemen
Theron, E. & Terblanche, N. S., 2010., “Dimensions of relationship marketing in
business-to-business financial services”, International Journal of Market
Research 52(3): 383-402.
Tjiptono, Fandy., 2012., “Pemasaran Jasa”, Jawa Timur: Bayumedia Publishing.
Tuten, T. L., & Neidermeyer, P. E., 2004., “Performance, Satisfaction, and
Turnover in Call Centers, The Effect of Stress and Optimism ”. Journal of
Business Research , pp. 26- 34.
Yoeti, Oka., 2006. Tours and Travel Management. Jakarta: PT. Pradnya Paramita.
Zikmund, William. G., 2003., “Customer
Indianapolis: Wiley Publishing.
Relationship
Management”,
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Internet
http://www.travelandtourworld.com
http://www.bps.go.id
http://www.hvs.com
http://www.bps.go.id
http://www.disparbud.jabarprov.go.id
http://www.regionalinvestment.bkpm.go.id
http://www.elib.unikom.ac.id
http://www.budpar.go.id
http://www.bps.go.id/tourism
http://www.ancol.com
http://www.UNWTO.com
http://www.parekraf.com
http://www.jayaprima.com
Sumber Lainnya
PT. Jaya Prima Utama Lestari
Undang - Undang Republik Indonesia No. 10 Tahun 2009 tentang kepariwisataan.
Surat Keputusan Direktur Jendral Pariwisata No. Kep. 16/U/II/88 tanggal 25
Februari 1988 tentang pelaksanaan ketentuan usaha perjalanan.
Undang-Undang Kepariwisataan No. 9 Tahun 1990 pasal 11
Surat Keputusan Menteri Pariwisata, Pos dan Telekomunikasi No. KM. 96/HK.
013/MPPT/1987
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Alida Palilati., 2004., “Pengaruh Tingkat Kepuasan terhadap Loyalitas Nasabah
Tabungan Perbankan di Wilayah Bugis”, Jurnal Ilmu-Ilmu Sosial, pp. 6574.
Al Rasyid, Harun., 1996., Teknik Penarikan Sampel dan Penyusunan Skala.
Jakarta: PT. Gramedia Pustaka Utama.
Arikunto, Suharsimi., 2013., Prosedur Penelitian: Suatu Pendekatan Praktik,
Jakarta: Rineka Cipta.
Asmara, Fauzan., 2009., “Paradigma Relationship Marketing: Sebuah Tinjauan
Konsep dan Praktek dalam Bidang Pemasaran”. Jurnal Manajerial, Vol.5,
pp. 1-26
Assauri, Sofyan., 2004., Manajemen Pemasaran: Dasar, Konsep dan Strategi.
Jakarta: PT.Grafindo Persada.
Athanasopoulou, Pinelopi., 2009, “Relationship Quality: A Critical Literature
Review and Research Agenda”, European Journal of Marketing, Vol. 53,
pp. 583-610.
Barnes, James. G., 2003, Relationship Marketing, Edisi Kedua, Jakarta: Erlangga.
Basu, Swastha., 2001., Manajemen Pemasaran Modern., Yogyakarta: BPFE.
Beatson, Amanda. T., Lings, Ian and Gudergan, Siegfried., 2008, “Employee
Behavior and Relationship Quality”, The Service Industries Journal, Vol.
28, No. 2.
Belch, George E., dan Michael A. Belch., 2007., “Advertising and Promotion: An
Integrated Marketing Communication Perspective 8th edition”, Boston:
McGraw-Hill, Irwin.
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Boonajsevee, Bhomipan., 2007., “Relationship Marketing Loyalty Intention in
New Era of Thai Bank MArketing”, Nova Southeastern University:
Florida.
Burkart, A.J., 198., “Package Holiday by Airlines”, London: United Kingdom.
Butcher, K., 2005., “Differential Impact of Social Influence in the Hospitality
Encounter”,
International Journal of Contemporary Hospitality
Management, Vol. 17 No. 2/3, pp. 125-135.
Carrillat, François A., Fernando Jaramillo., and Jay Prakash Mulki., 2009.,
“Examining the Impact of Service Quality: A Meta -Analysis of Empirical
Evidence”, Journal of Marketing Theory and Practice . 17 (2), pp 95-110.
Chakrabarty, S., D, Whitten and K, Green., 2007, “Understanding Service Quality
and Relationship Quality in is Outsorching: Client Orientation &
Promotion”, Project Management Effectiveness and The Task Technology-Structure.
Ching- Hsu, Huang., 2012, “The Impact of Relationship Quality on Customer
Loyalty”, Journal of Contemporary Management.
Darmadjati, RS.,
Paramita.
2001.,
Istilah-Istilah Dunia Pariwisata.,
Jakarta: Pradnya
Daryanto., 2011., Sari Kuliah Manajemen Pemasaran. Bandung: PT. Sarana.
Dogdubay, Murat., and Avcikurt, Cevdet., 2009., “Customer Loyalty in The
Speciality Restaurant: An Example from Istanbul”. Journal of Marketing.,
p: 4-6.
Don Sexton., 2010., “Marketing 101: How to Use The Most Powerfull Ideas In
Marketing To Get More Cust omer And Keep Them”. John Wiley & Sons,
Inc.
Fandy Tjiptono., 2008, Strategi Pemasaran, Edisi Ketiga, CV. Andi OFFSET.
Yogyakarta.
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Foster, Brian. F and Cadogan, John. W., 2000., “Relationship Selling and
Custo,er Loyalty: an empirical investigation marketing inteligence
planning”, Vol. 18, No.2, pp. 185-199.
Gaffar, Vannesa., 2007., “CRM dan MPR Hotel (Customer Relationship
Management dan Marketing Public Relation )”. Bandung: CV. Alfabeta.
Garbarino, Ellen and Mark, S. Johnsn., 2002., “The Different Roles of
Satisfaction, Trust and Commitment In Customer Relationship” , Journal
of Marketing, Vol.63, No.2.
Ghaziel, Karima and Akrout, Fathi., 2012, “Dimensions and Antecedents of
Relationship Quality in a Business-to-Business Context: an exploratory
study”, The Journal of Supply Chain and Customer Relationship
Management .
Gilbert, David., 2003. “Retailing Marketing Management 2th Edition”. England
Endinburgh Gate: Pearson Educated Limited.
Griffin, Jill., 2009, Customer Loyalty: How to Learn it, How to Keep it , Jakarta:
Erlangga.
Hasan, Ali., 2008., “Marketing”, Yogyakarta: Media Presindo.
Hsiao, Kuo-Lun, Lin, J.C, Xiang-Ying W, His-Peng Lu, Hueiju Yu., 2010,
“Antecedents and Consequences of Trust in Online Product
Recommendations”, Online Information Review, 33 (6), pp. 935-953.
Hennig-Thurau, Thorsten., Gwinner, K.P and Gremler, D.D., 2002, “A
Integration of Relational Benefits and Relationship Quality”, Journal of
Service Research, Vol. 4, No.3, pp. 230-247.
Hennig-Thurau, Thorsen., Gwinner, K.P and Gremler, D.D., 2003, “Managing
Service Relationship in A Global Economy: Refining and Extending The
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Concept of Customer Relational Benefits”, American Marketing
Association, Conference Proceeding, Vol. 14, pp. 152-169.
Hill, Nigel., 2007., “Handbook of Customer Satisfaction Measurement”.,
Cambridge:Great Britanian at the University Press.
Huei-Huang, Chen., Shih-Chih, Chen and Chih-Chin, Yang., 2009, “The Impact
of Service Quality and Relationship Quality on Customer Loyalty in ETourism”, The Journal of Tourism.
Jap, Sandi. D., 1999., “Relationship Quality and Buyer-Seller Interactions in
Channels of Distribution”. Journal of Business Research, Vol. 46, pp 303313.
Kolcaba, Katherine., 2003., “Comfort Theory And Practice: A Vision For Holistic
Health Care And Research ”, New York: Spinger Publishing Company.
Kotler, Philip., Bowen J,T and Makena J.C., 2010., “Marketing for Hospitality
and Tourism”, New Jersey: Pearson Education, Inc.
Kotler, Philip and Garry Amstrong., 2012., “Principle of Marketing, 14th
edition”., New Jersey: Prentice Hall.
Kotler, Philip and Keller, Kevin L., 2009, “Marketing Management; 13th edition”,
New Jersey: Prentice Hall.
Kotler, Philip and Keller, Kevin L., 2012., “Marketing Management, 14th”, New
Jersey: Pearson Prentice Hall.
Lages, Camen., Lages, Cristiana Raquel and Lages, Luis Filipe., 2005, “The
RELQUAL Scale: a measure of relationship quality in export market
ventures”, Journal of Business Research, Vol. 58, pp. 1040-1048.
Lamarto, Yohanes., 2006.. Prinsip Pemasaran Jilid 7, Jakarta: Erlangga.
Leo, Y.M. Sin., Alan, C. B. Tse., Haksin Chan., Vincent C.S. Heung and
Frederick H. K., 2006., “The Effect of Relationship Marketing Orientation
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
on Business Performance in The Hotel Industry”, The Journal of
Hospitality & Tourism Research.
Li, Mei-Lien., Robert D. Green., 2012., “A Mediating Influence on Customer
Loyalty: The Role of Perceived Value”, Journal of Management and
Marketing Research, pp: 1-12.
Lupiyoadi, Rambat., 2001., Manajemen Pemasaran Jasa, Jakarta: Salemba
Empat..
McKnight, D. Harrison, Vivek Choudhury, Charles Kacmar., 2002. “The impact
of initial consumer trust on intentions to transact with a web site: a trust
building model”, Journal of Strategic Information Systems , Vol. 11, pp.
297–323.
Mill, Robert Christie., 2000., “The Tourism Internaational Business” Edisi
Bahasa Indonesia. Jakarta: Grafindo.
Moliner, A. Miguel., Sanchez, Javien., Rodrigues, M. Rosa and Callarisa, Luis.,
2007, “Relationship Quality with a Travel Agency: The Influence of the
Postpurchase Perceived Value of a Tourism Package”, The Journal of
Tourism and Hospitality Research, Vol. 7, pp. 194-211.
Mousavi, Bahaedin., 2012, “Relationship Quality Strategi and Customer
Loyalty”, The Journal of Marketing , Vol. 57, No. 27, pp. 143-147.
Muljadi, A.J., 2009., Kepariwisataan dan Perjalanan. Jakarta: Grafindo.
Musanto, Trisno., 2004., “Faktor-faktor Kepuasan Pelanggan dan Loyalitas
Pelanggan:Studi Kasus pada CV. Media Advertising Surabaya”, Jurnal
Manajemen dan Kewirausahaan , Vol. 6, pp. 123-136.
Noor, Juliansyah., 2013., “Metodologi Penelitian”, Jakarta: Kencana Prenada
Media Group.
Nugroho, Bambang., 2006., Reward dan Punishment ., Bulletin cipta karya,
departemen pekerjaan umum edisi no 6/IV/ juni 2006.
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Oliver, R. L., 2005., “Satisfaction : A Behavioral Perspective On The Consumer ”,
New York: McGraw Hill Companies, Inc.
Pendit, Nyoman S., 2002., Ilmu Pariwisata., Jakarta: Pradnya Paramita.
Pendit, Nyoman S., 2003., Ilmu Pariwisata Sebuah Pengantar Perdana., Jakarta:
Pradnya Paramita.
Peppers, Don and Rogers, Martha., 2011, Managing Customer Relationship,
Second Edition, Hoboken, New Jersey.
Pepur, Mario., Mihanovic, Zoran and Pepur, Sandra., 2013, “Analisys of The
Effect of Perceived Service Quality to The Relationship Quality on The
Business-to-Business Market”, The Journal of Management, Vol. 18, pp.
97-109.
Ranupandojo, Heidjrachman., dan Suad Husnan., 2002., Manajemen Persoanalia,
Yogyakarta: BPFE.
Ratih Huriatty., 2010, Bauran Pemasaran dan Loyalitas Konsumen, Bandung:
Alfabeta.
Risnawati, Rini., 2005, Teori-Teori Psikologi, Yogyakarta: Ar-ruz Media.
Ryuzaki., 2011., Harian Warta Warga, Semarang.
Saladin, Djaslim., 2004., Manajemen Pemasaran Edisi ke-3. Bandung: CV. Linda
Karya
Schiffman, Leon., and Leslie Lazar Kanuk., 2008, “Consumer Behavior
edition (Prilaku Konsumen)”, Jakarta: PT. Indeks.
Simamora, Bilson., 2008., “Memenangkan Pasar dengan Pemasaran Efektif dan
Profitabel”, Jakarta: PT. Gramedia Pustaka Utama.
Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
Simamora, Henry. 2004. Manajemen Sumber Daya Manusia. Yogyakarta : STIE
YKPN.
Similiar, Shanz., 2009., “Experiental Marketin. A Practical guide to interactive
brand experiences”.
Sividas, Eugene., Baker-Prewitt and Jamie, L., 2002. “An Examination of The
Relationship Between Service Quality, Customer Satisfaction, and Store
Loyalty”, International Journal of Retail & Distribution Management,
Vol. 28, No.2.
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Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu
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Selly Selvia Diandara, 2014
Pengaruh Relationship Quality Terhadap Loyalitas Pelanggan D i Pt. Jaya Prima Utama
Lestari
(Sensus Pada Sub Agent Bidang Penjualan Tiket Taman Impian Jaya Ancol)
Universitas Pendidikan Indonesia | repository.upi.edu | perpustakaan.upi.edu