ANALISA PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA SALON MADASS
(1) 
(*) Corresponding Author
Abstract
Keywords
Full Text:
PDFReferences
Abdillah, W., & Hartono, J. (2015). Partial Least Square (PLS) - Alternatif Stuctural Equation Modeling (SEM) dalam Penelitian Bisnis (Cetakan 1). Yogyakarta: Penerbit Andy.
Abdurrahman, T (2009). Terhadap Customer Loyalty (Studi pada Pelanggan Telepon Bergerak di Kota Malang), 7.
Arnould, E., Price, L., & Zinkhan, G. (2004). Consumer 2nd ed. Boston, Massachusetts: The McGraw-Hill Companies.
Aryani, D., & Rosinta, F.(2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi Dan Organisasi, 17(2), 114-126.
Cengiz, E. (2010). Measuring Customer Satisfaction : Must or Not? Journal of Naval Science and Engineering, 62), 76-88.
Churchill, G.A. (2005). Dasar-dasar riset pemasaran Jilid 1 Ed.4. Jakarta: Erlangga.
Deng, Z., Lu, Y., Wei, K. K, & Zhang, J. (2010). Understanding customer satisfaction and loyalty:An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300.
Edvardsson, B. (1998). Service quality improvement. Managing Service Quality, 8(2), 142-149.
Kheng, L. L. (2010). The Impact of Service Quality on Customer Loyalty : A Study of. Internatioal Journal of Marketing Studies, 2(2), 57-66.
Kotler, P., & Keller. K. L. (2006). Manajemen Pemasaran. (J. Purba, Ed.) (12th ed.). New Jersey: Prentice Hall.
Kotler, P., & Keller, K. L. (2012). Marketing Management (14th ed.). New Jersey: Prentice Hall.
Kurniasih, I. D. (2012). Pengaruh Harga dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Variabel Kepuasan (Studi Pada Bengkel AHASS 0002-Astra Motor Siliwangi Semarang). Jurnal Administrasi Bisnis, 1(1), 37-45.
Mendoza, A. M. (2014). Correlation Analysis of Customer Satisfaction and Loyalty in Carlito Pena Reyes Hospital. Asia Pacific Journal of Multidisciplinary Research, 2(4), 39-45.
Oliver, Richard. 1996, Satisfaction a Behaviour Perspective on The Customer, New York : McGraw Hill, Inc.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “ A conceptual model of service quality and its implication for future research:, Journal of Marketing, Vol. 49 No. 4, pp.41-50
Parasuraman,A, Zeithaml, V. A., & Berry, L. L. (1998). SERVQUAL- A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Sugiyono. (2007). Statistika untuk penelitian (Cetakan 10). Bandung: Alfabeta.
Tideswell, C. (2005). Loyalty Behaviour And Relationship Commitment Towards Hotel Services Carmen Tideswell, Southern Cross University, 80-86.
Tjiptono, F., & Chandra, G. (2005). Service Quality, & Satisfaction (1st ed.). Yogyakarta: Andi.
Wahdi, M. (2011). Riset pemasaran : teori dan aplikasi untuk pengambilan keputusan cet. 1. Jakarta: Caps (Center for Academic Publishing Service).
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). The Behavioral Consequences of Service Quality. The Journal of Marketing, 60(2),31–46.
Refbacks
- There are currently no refbacks.