Professional Documents
Culture Documents
Daftar Pustaka
Daftar Pustaka
Andreassen, Tor Wallin and Bodil Lindestad. 1997. The Impact of Corporate
Image on Quality, customer Satisfaction and Loyalty for Customers with
Varying degrees of Service Expertise. International Journal of Service
Industry Management vol.9 No.1: 7-23.
Bai, Lien-T and Chiao, Yu-Ching. 2001. An Integrated Model for The Effects of
Perceived Product, Perceived Service Quality and perceived Price
fairness on Consumer Satisfaction and Loyality. Journal of Consumer
Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 14, p. 125-
141
Ball, Dwayne, Pedro Simoes Coelho dan Alexandra Machas. 2003. The Role Of
Communication And Trust In Explaining Customer Loyalty An Extension
To The ECSI Model. European Journal of Marketing, Vol. 38 No. 9/10, pp.
1272-1293
Caruana, Albert. 2002. Service Loyalty. The Effect of Service Quality and The
Mediating Role Of Customer Satisfaction. Journal of Marketing
Management. August. UMI-US
100
101
Chiou, Jyh Shen dan Cornelia Droge. 2006. Service Quality, Trust, Specific Asset
Investment, and Expertise: Direct and Indirect Effects in a Satisfaction-
Loyalty Framework. Journal of the Academy of Marketing Science,
Volume 34, No. 4, pages 613-627.
Flavian, C., Miguel Guinalıu dan Eduardo Torres. 2005. The Influence Of
Corporate Image On Consumer Trust A Comparative Analysis In
Traditional Versus Internet Banking. Internet Research, Vol. 15 No. 4, pp.
447-470
Garbarino, Ellen and Mark S Johnson. 1999. The Different Roles of Satisfaction,
Trust, and Commitment in Customer Relationships. Journal of Marketing
63: 70-87.
Ghobadian, Abby., Simon Speller, S., and Matthew Jones.1994. Service quality
concepts and models. International Journal of Quality & Reliability
Management. Vol. 11, No. 9, 43-66.
Hardiman, Achmad. 2003. Rumah Sakit Indonesia Belum Siap Bersaing. Melalui
http://www.kompas.com/kompascetakr/0412/22/humaniora1455383 html-
4k. 4/21/04.
102
Kolodinsky. 1999. Consumer Satisfaction with a Managed Health Care Plan. The
Journal of Consumer Affairs 33: 223-235.
Kreitner, Robert and Angelo Kinicki. 2001. Organizational Behavior. New York:
Mc. Graw Hill. Companies, Inc. 420-425.
Kurt, David L and Kenneth Clow.1998. Service Marketing. Singapore. John Wiley &
Sons, Inc.: 24-30.
Lu, Ying dan Liping A. Cai. 2009. Analysis Of Image And Loyalty For Exhibitions
And Host Destinations. Hospitality & Tourism Management International
CHRIE Conference-Refereed Track
Robinson, Steward (1999) Measuring service quality: current thinking and future
requirements. Marketing Intelligence Planning. Vol. 17, No. 1, 21-32.
Singarimbun, M dan Sofian E., 1995. Metode Penelitian Survei. LP3ES, Jakarta.
Susan, Marcellia. 2005. Pengaruh Kualitas Jasa Terhadap Nilai Jasa Pendidikan
Tinggi Dengan Dengan Kepercayaan Mahasiswa Sebagai Variabel
Antara. Auditorium Universitas Gunadarma Jakarta.
Tse David K., dan Peter c. Wilton (1988) Models of consumer satisfaction
formation an extension. Journal of marketing research. Vol 25, 204-212.