56
DAFTAR PUSTAKA
Abdullah, Thamrin. (2013), Manajemen Pemasaran. Jakarta: PT. RajaGrafindo
Persada.
Adrian, Payne, (2000), Pemasaran Jasa, The Essence of Service Marketing,
Yogyakarta : Andi
Baron, Reuben M., Kenny, David A., (1986), The Moderator-Mediator Variable
Distinction in Social Physcological Research: Conceptual, Strategic, and
Statistical Considerations, Journal of Personality and Psychology, Vol 51.
No.6, 1173-1182.
Chang et al., (2006), “A Study of Service Quality, Customer Satisfaction and
Loyalty in Taiwanese Leisure Industry”. The Journal of America of Business,
cambrige. Vol 9 (1) hal.126-132.
Cooper, Donald R., & Schindler, Pamela S., (2006), Business Research Methods,
Companies, ninth edition, Singapore Edition: Mc Grawhill International.
Cronin, J. and Taylor, S., (1992), “Measuring service quality: a reexamination
and extension”, Journal of Marketing, July, Vol. 56, hal.55–68.
Dabholkar, Pratibha, Shepperd, Tharpe, Doyle (2000), “A Comprehensive
Framework for Service Quality: an Investigation of Critical Conseptual and
Measurement Issues Through a Longitudinal Study” Journal of Retailing, 76
(2), 139-173.
57
Dahiyat, S.E., Akroush, M.N. and Abu-Lail, B.N. (2011), “An integrated model of
perceived service quality and customer loyalty: an empirical examination of
the mediation effects of customer satisfaction and customer trust”,
International Journal Services and Operations Management, Vol. 9 No. 4, hal.
453-490.
Emeka, Ernest., Elechi Ogba. (2015). Service Quality, Customer Satisfaction and
Loyalty in Automobile Repair Services Sector. International Journal of
Quality & Reliability Management, Vol. 32 Iss 3 hal.. 250 – 269.
Emory, C and Cooper, D., (2004), Business Research Method, fifth edition.
Boston, Richard Irwin Inc.
Ghozali, Imam. (2011). Aplikasi Analisis Multivariat dengan Program SPSS
Ed5.Semarang: Badan Penerbit Universitas Diponegoro.
Gotlieb, J.B., Grewal, D. and Brown, S.W., (1994), “Customer satisfaction and
perceived quality: complementary or divergent constructs”, Journal of
Applied Psychology, Vol. 79, No. 6, hal..875–885.
Hair, J.F., Bush, R.P. and Ortinau, D.J., (2006), Marketing Research within a
Changing Environment, 3rd ed., McGraw-Hill, New York, NY.
Hair et al. (2010). Multivariate Data Analysis, Seventh Edition. Pearson Prentice
Hall
58
Hayes, Andrew F. (2013). Introduction to Mediation, Moderation, and Conditional
Process Analysis: A Regression‐Based Approach. New York, NY: The
Guilford Press.
Hayes, A. F., & Preacher, K. J. (2010). Estimating and testing indirect effects in
simple mediation models when the constituent paths are nonlinear.
Multivariate Behavioral Research, hal. 627-660
Kitapci, Olgun., Ibrahim Taylan., Dortyol Zuhrem., Yaman Mustafa Gulmez.,
(2013), The Paths from Service Quality Dimensions to Customer Loyalty.
Management Research Review, Vol. 36 Iss 3 hal. 239 – 255.
Kotler, Philip dan Keller, Kevin Lane., (2016), Marketing Management. 15th
Edition. New Jersey: Prentice Hall. Pearson Education.
Kotler, Philip dan Amstrong, Gary. (2006). Principles of Marketing. 11thEdition.
New Jersey: Prentice Hall. Pearson Education.
Kotler, Philip dan Keller, Kevin Lane. (2009). Manajemen Pemasaran Edisi 13.
Erlangga.
Lovelock, Christopher (1988), Managing Service, Operations and Human
Resources. London: Prentice Hall International, Inc.
Lupiyoadi, R. dan Hamdani., (2006), Manajemen Pemasaran Jasa. Jakarta:
Salemba Empat.
Oliver, Richard L., (1999), “Whence Consumer Loyalty?”. Journal of Marketing,
vol 63 (special issue), hal. 33–44.
59
Parasuraman et al., (1985). A Conceptual Model of Service Quality and Its
Implication For Future Research, Journal of Marketing, vol. 49.
Parasuraman, Zeithaml and Berry, "Reassessment of Expectations as a Comparison
Standard in Measuring Service Quality: Implications for Future Research,"
Journal of Marketing, January 1994, hal. 111-24.
Rangkuti, F., (2002), Measuring Customer Satisfaction; Teknik mengukur dan
strategi meningkatkan kepuasan pelanggan plus analisis Kasus PLN-JP,
Jakarta: PT Gramedia Pustaka Utama.
Samen, A.A.A.-E., Akroush, M.N. and Abu-Lail, B.N. (2013), “Mobile
SERVQUAL: a comparative analysis of customers and managers
perceptions”, International Journal of Quality and Reliability Management,
Vol. 30 No. 4, hal. 403-425.
Sekaran, Uma, (2003), Research Methods for Business, Fourth Edition, John
Wiley and Sons, Inc.
Singarimbun dan Effendi. (1989). Metode Penelitian Survai. Jakarta: LP3ES
Sugiyono, (2005). Statistika untuk Penelitian. Bandung: Alphabeta.
Sumarwan, U. (2002). Perilaku pelanggan, Teori dan Penerapannya dalam
Pemasaran. Jakarta: Ghalia Indonesia.
Supranto, J., (2001), Pengukuran Tingkat Kepuasan pelanggan untuk Menaikkan
Pangsa Pasar, Jakarta: penerbit Rineka Cipta.
60
Sureshchandar, G.S., Rajesndran, C., and Kamalanabhan, T.J. (2001), “Customer
perceptions of service quality: a critique”, Total Quality Management, Vol. 12
No. 1, hal. 111-24.
Sobel, M. E. (1982). Asymptotic confidence intervals for indirect effect in structural
equation models. In S. Leinhardt (Ed.), Sociological Methodology 1982 (pp.
290-312).Washington DC: American Sociological Association
Tjiptono (2002). Manajemen Jasa. Yogyakarta: Andi Publishing
Tjiptono (2007). Pemasaran Jasa. Edisi Pertama. Malang: Bayumedia
Tse and Wilton (1998). “Models of Consumer Satisfaction Formation: an
Extension”, Journal of Marketing Research, hal.204-212
Zeithaml, Valarie A dan Bitner, Mary Jo. (2003), Service Marketing. Singapore:
Mc Graw-Hill Companies Inc. hal. 3-287.
Zeithaml, Valerie A., Leonard L Berry and A. Parasuraman. (1985), “A
Conceptual Model of Service Quality and Its Implications for Future
Research,” Journal of Marketing, hal. 41-50.
Zeithaml, Valerie A., Leonard L Berry and A. Parasuraman. (1996), “The
Behavioral Consequences of Service Quality,” Journal of Marketing, hal. 60,
31-46.
http//davidakenny.net/cm/mediate.htm, diakses pada tanggal 8 Desember 2018