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DAFTAR PUSTAKA

  Abdullah, Mohamad Fariz, Lennora Putit, Carol Boon Chui, Teo. 2014. Impact of Relationship Marketing Tactics (RMT’s) & Relationship Quality on Customer Loyalty: A Study within the Malaysian Mobile Telecommunication Industry. Procedia - Social and Behavioral Sciences, 130, h. 371 – 378.

  Achsan, Z., Nawazirul Lubis & Widayanto. 2014. Pengaruh Dimensi Kualitas Pelayanan dan Kedekatan Emosional Terhadap Kepuasan Konsumen.

  Diponegoro Journal Of Social And Politic, h.1-14.

  Agyekum, Crentsil Kofi, Huang Haifeng, Amma Agyeiwaa. 2015. Consumer Perception of Product Quality. Microeconomics and Macroeconomics 2015, 3(2), h. 25-29.

  Ali, Qaisar. 2018. Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD). International Journal of Business and Management, 13 (2), h.138-148.

  Andreani, Fransisca & Devina, Ria. 2017. Garuda Indonesia Airlines: Providing Emotional Experience to Retain Customer Loyalty. International Journal of Applied Business and Economic Research, 15 (4), h.85-100.

  Arikunto, Suharsimi. 2010. Prosedur Penelitian Suatu Pendekatan Praktek.

  Jakarta: Rineka Andreas, Caesar & Yuniati. 2016. Pengaruh Kualitas Produk Terhadap Loyalitas

  Konsumen Dengan Kepuasan Sebagai Variabel Intervening. Jurnal Ilmu dan Riset Manajemen, 5(5), h 1-16. Awan, Abdul Ghafoor & Asad-ur Rehman. 2014. Impact Of Customer Satisfaction

  On Brand Loyalty- An Empirical Analysis Of Home Appliances In Pakistan. British Journal of Marketing Studies, 2(8), h.18-31. Daragahi, Gholamreza Askarpour. 2017. The Impact of Innovation on Customer

  Satisfaction: A Study of the Cosmetics Producer in Tehran. International Review, 1(2), h. 121-131. Debasish, Sathya Swaroop & Dey, Sabyasachi. 2015. Customer Perceptions of Service Quality Towards Luxury Hotels in Odisha Using Servqual Model.

  International Journal of Research in Business Studies and Management.

  2(9), h.1-9. Felix, Rubogora. 2017. Service Quality and Customer Satisfaction in Selected Banks in Rwanda. Journal of Business & Financial Affairs, 6 (1), 1-11.

  Ferdiawan, Yusva Agus Hermawan, Ludi Wishnu Wardana, Mohammad Arief, & Sarbini. 2017. Satisfaction as Effect Mediation of Brand Image and Customer Relationship Management on Customer’s Loyalty. The First

  International Research Conference on Economics and Business, KnE Social Sciences, h 34

• –50. Ferdinand, Augusty T. 2014. Metode Penelitian Manajemen. Badan Penerbit Universitas Diponegoro, Semarang.

  Ganiyu, Rahim A. 2017. Customer Satisfaction And Loyalty: A Study Of Interrelationships And Effects In Nigerian Domestic Airline Industry.

  Oradea Journal of Business and Economics, 2(1), h.7-20.

  Ghozali Imam, 2011. Model Persamaan Struktural Konsep dan Aplikasi program AMOS 19, Semarang: Badan Penerbit Universitas Diponegoro. Hamid, Abdelsalam Adam., Siddig Balal Ibrahim, Abdelmonim Shawgi Seesy, &

  Abdel Hafiez Ali Hasaballah. 2015. Interaction effect of perceived service quality and brand image on customer satisfaction. Asian Journal of

  Management Sciences, 03(10), h. 1-8.

  Hasniaty. 2015. Customer Perception On Products, Pricing, Service Quality, Towards Customer’s Quality Relationships And Loyalty Of Domestic Airlines, Indonesia. International Journal of Scientific & Technology Research, 4(12), h. 181-188.

  Heidari, M.G., Hamed Alibeigi, & Ali Aghaeifar. 2016. An analytical study on customer perception of store environment and its effect on brand loyalty through joy of shopping (a case study: LG home appliance store).

  Problems and Perspectives in Management, 14(3), h. 380-387.

  Huang, Shyh-Ming, Shyh-Rong Fang, Shih-Chieh Fang, & Chao-Chin Huang.

  2016. The influences of brand benefits on brand loyalty: Intermediate mechanisms. Australian Journal of Management, 41(1), h.141

• –160. Ibojo, Bolanle Odunlami. 2014. Impact Of Customer Satisfaction And Customer Retention On Customer Loyalty: A Case Study Of Enterprise Bank In Oyo.

  

International Journal of Education and Research, 2 (9), h. 427-450.

  Ibojo, Bolanle Odunlami & Asabi, Oludele Matthew. 2015. Impact of Customer Satisfaction on Customer Loyalty: A Case Study of a Reputable Bank in Oyo, Oyo State, Nigeria. International Journal of Managerial Studies and Research (IJMSR), 3(2), h. 59-69.

  Ismoyo, N.B., Djumilah Hadiwidjojo, Fatchur Rahman, & Mintarti Rahayu. 2017.

  Service Quality Pe rception’s Effect on Customer Satisfaction and Repurchase Intention. European Business & Management, 3(3), h. 37-46.

  Khademi, Seyed Majid & Amir Akhavanfar. 2015. Love to Brand, Brand Loyalty and Oral Advertising. International Research Journal of Management

  Sciences, 3 (3), 79-83.

  Khan, Mula Nazar, Sufyan Rasheed, Fahad Islam, Hafiz Ishtiaq Ahmed, Muhammad Rizwan. 2016. Corporate Branding, Emotional Attachment and Brand Loyalty: The Case of Luxury Fashion Branding. International

  

Journal of Scientific and Research Publications, 6(5), h. 151-159. Khariza, Vicky & Arlin Ferlina Mochamad Trenggana. 2015. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Di Barberpop Bandung. e- Proceeding of Management, 2(3), h. 3808 - 3815.

  Kusumasasti, Ika., Andarwati & Hadiwidjojo, Djumilah. 2017. Pengaruh Kualitas Produk Dan Layanan Terhadap Loyalitas Konsumen Coffee Shop.

  EKOBIS

• – Ekonomi Bisnis, 22(2), h. 123 - 129

  Kotler & Armstrong. 2010. Bauran Pemasaran, Edisi 4. Jakarta: PT. Penhalindo Lee, Kuan-Yin., Yin-Chieh Hsu, & Shan-Heng Fu. 2014. The Effects of Service

  Convenience, Satisfaction, Commitment on Loyalty to Retail Service Brand, Jurnal Bisnis Chaoyang, 103 (12), h. 43-67. Li, Jiao. 2013. Factors Affecting Customer Satisfaction and Customer Loyalty towards Belle Footwear Company in Lanzhou City, Gansu Province of the

  People’s Republic of China. IOSR Journal of Business and Management (IOSR-JBM), 14(2), h. 41-48. Liligeto, Rejieli Gurmeet Singh & Rafia Naz. 2014. Factors influencing Consumer

  Perception (CP) towards TV and Newspaper Advertising. The Journal of Pacific Studies, 34(2), 63-85. Minh, Ngo Vu & Huu, Nguyen Huan. 2016. The Relationship between Service

  Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness, 8 (2), h. 103-116. Moisescu, O. I. 2015. The Impact Of Customers’ Perception Of Csron Corporate Brand Loyalty: The Caseof The Romanian Mobile Telecom Industry.

  Central European Business Review, 4(2), h. 21-29.

  Moussa, Salim & Mourad Touzani. 2013. Customer-service firm attachment: what it is and what causes it?. International Journal of Quality and Service

  Sciences, 5 (3), h. 337-359.

  Palit, Herry Christian., Monika Kristanti, Debora Anne Yang Aysia & Apfia Priskila. 2016. The Effect of Service Quality and Customer Satisfaction on Customer Loyalty of Small Scale Indonesian Food Enterprises in Surabaya. 4th International Conference on Disciplines in Humanities and

  Social Sciences (DHSS-2016) Oct. 4-5, 2016 Bali (Indonesia)

  Pratiwi, Citra A., Effendi, Usman & Anggraini, Sakunda. 2014. Effect Analysis Of Training And Development, Level Education And Organizational Learning Against Employee Competence Using Structural Equation Modelling (SEM) Method (Case Study At PT. Petrokimia Gresik). Jurnal Jurusan

  Teknologi Industri Pertanian – FTP – Universtas Brawijaya, 10 (2014).

  Rahi, Samar. 2016. Impact of Customer Perceived Value and Customers Perception of Public Relation on Customer Loyalty with Moderating Role of Brand Image. Journal of Internet Banking and Commerce, 21(3), h.1-

  Sharma, Gajendra. 2017. Service Quality, Satisfaction and Loyalty on Online Marketing: An Empirical Investigation. Global Journal of Management and

  Business Research: E Marketing, 17(2).1-11

  Sugiyono. 2011. Metode Penelitian Kuantitatif Kualitatif dan R & D. Bandung: Alfabeta. Srivastava, Medha. 2015. Influencers of Customer Satisfaction-Customer Loyalty

  Relationship: A Conceptual Research Model. Indore Management Journal (IMJ), 7(1), h. 54-65. Suthar, B.K., Lathangi, R., Shamal Pradhan & B.K. Suthar. 2014. Impacts of

  Marketing Mix and Customer Perception on Brand Loyalty. Global Journal of Finance and Management, 6(7), h. 619-636. Swastha dan Irawan. 2009. Manajemen Pemasaran: Perilaku Konsumen dan Kepuasan. Yogyakarta: BPFE. Tabassum, Zeeshan Zafar, Ashraf Ali, Altaf Alam, Muhammad Ashraf Ali. 2013.

  The Effect of Value Perception on Customer Loyalty and Satisfaction. (A Study of University Students). IOSR Journal of Business and Management (IOSR-JBM), 12 (6), h. 62-69.

  Taroreh, Oktavianus., Rotinsulu Jopie Jorie, & Rudy Wenas. 2015. Pengaruh Persepsi Konsumen Dan Kepercayaan Terhadap Penggunaan Jasa Asuransi Pada Asuransi Jasindo Manado. Jurnal EMBA, 3(3), h.312-321.

  Tjiptono, F & Chandra. 2011. Service, Quality & Satisfaction. Yogyakarata: Penerbit Andi. Ushantha, R.A. Chanaka., A.W. Wijeratne, & P.A.P. Samantha. 2014.

  Customers’ Perception on Service Quality towards Satisfaction: An Application of SERVPERF in State Sector Banks in Sri Lanka. European Journal of Business and Management, 6(4), h. 72-81.

  Utami, Sorayanti. 2015. The Influence Of Customers’ Trust On Customer Loyalty.

  International Journal of Economics, Commerce and Management, 3(7), h.638-653. Wang, Ling & Chaipoopirutana, Sirion. 2014. The Influence of Perceived Service

  Quality,Corporate Image, Customer Satisfaction andValue on Customer Loyalty of Agriculture Bankof China in Kunming, China. International

  Conference on Trends in Economics, Humanities and Management (ICTEHM'14) Aug 13-14, 2014 Pattaya (Thailand), h 172-176.

  Wardhani, Widya & Sumarwan, Ujang. 2015. Pengaruh Persepsi dan Preferensi Konsumen terhadap Keputusan Pembelian Hunian Green Product. Jurnal Manajemen dan Organisasi, 6(1), h. 45-63.

  Widjaja, Clarisha Octavia. 2016. Pengaruh Relationship Marketing Terhadap Customer Loyalty Dan Customer Satisfaction Sebagai Variabel

  Intervening Pada PT. Fuboru Indonesia Di Surabaya. Jurnal Manajemen Pemasaran, 10(2), h.52-58.