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DAFTAR PUSTAKA
Arikunto, Suharsimi. (2006). Prosedur Penelitian Suatu Pendekatan Praktik.
Jakarta : Rineka Cipta
Assael, Henry. 1992. Consumer Behavior and Marketing Action. PWSKENT,
Boston, MA.
Anderson, Eugene W., Claes Fornell & Donald R. Lehman (July, 1994):
“Customer Satisfaction, Market Share, and Prfitability: Findings from
Sweden”, Journal of Marketing vol. 58.
Abdurrahman, A, (2000) Ensiklopedia Ekonomi Keuangan Perdagangan, Pradnya
Paramita, Jakarta
Basu Swasta, 2000, Manajemen Penjualan, Yogyakarta : Penerbit BPFI.
Berman, Barry and Joel R. Evans 2003). Principle of Marketing, Third Edition,
Prentice Hall Int., New Jersey.
Boone, L.E., & Kurtz, D.L. (2005). Contemporary marketing 2005. USA:
Thomson South-Western.
Bob Foster. 2008. “Manajemen Ritel”. Alfabeta, Bandung
Bohrnstedt, G. W., ‘Measurement’, in P. H. Rossi, J. D. Wright and A. B.
Anderson (eds), The Handbook of Survey Research, Academic Press,
1983.
Laczniak, G. R. 1999. Distributive justice, catholic social teaching, and the moral
responsibility of marketers. Journal of Public Policy & Marketing 18
(spring): 125-29.
Biong, H. (1993), Satisfaction and Loyalty to Suppliers Within Grocey Trade,
European Journal of Marketing, Vol 27, p. 21 –38.
Burns, D.J., & Neisner, l. (2006). Customer satisfaction in a retail setting: The
contribution of emotion. International Journal of Retail & Distribution
Management, 34(1), 49-66.
Donio’ J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty
in a digital environment: An empirical test. Journal of Consumer
Marketing, 23(70), 445-457.
Engel, J.F., Miniard, P.W., & Blackwell, R.D. (2006). Consumer behavior (9th
ed.). USA : Harcourt.
Engel, F. James, (1994), Perilaku Konsumen, Jilid 1&2, Penerbit Binarupa
Aksara:Jakarta
1
Engel, James F., Roger D. Blackwell, Paul W. Miniard. 1990. Consumer
Behavior. Dryden Press, Chicago, IL.
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., Bryant, B.E., 1996. The
American customer satisfaction index: Nature, purpose, and findings.
Journal of Marketing 60 (4), 7-1.
Gaspersz, V. (2005). Total Quality Management. PT. Gramedia Pustaka Umum,
Jakarta.
Griffin, Hill. (2003). Customer Loyalty, How to Earn it How to Keep it.
Loxington: Books An Imprint of The Free Press.
Gronroos, C. (2000). Service Management And Marketing: A Customer
Relationship Management Approach (2nd ed). Chichester: John Wiley and
Sons, Ltd.
Henry Simamora. 2000, Akuntansi Basis Pengambilan Keputusan Bisnis, Jakarta:
Salemba Empat
Kotler, P., & Keller, K. L. (2012). Marketing Management. 14th ed. New Jersey:
Pearson Educational
Kotler, Philip dan Amstrong (2002). Dasar-Dasar Pemasaran. Jilid I, Jakarta:
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Kotler, Philip, (2007), Manajemen Pemasaran, edisi 11, jilid 1, Penerbit: PT. .
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Kotler, Philip, Swee Hoon Ang, Siew Meng Leong, & Chin Tiong Tan (1996).
Marketing Management An Asian Perspective. Prentice Hall, Singapore.
Loudon, D.L, dan Della Bitta, A.J, (1993), Consumer Behavior: Concepts and
Application, Singapore: Mc.Grow-Hill, Inc.
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4

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Daftar pustaka

  • 1. DAFTAR PUSTAKA Arikunto, Suharsimi. (2006). Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta : Rineka Cipta Assael, Henry. 1992. Consumer Behavior and Marketing Action. PWSKENT, Boston, MA. Anderson, Eugene W., Claes Fornell & Donald R. Lehman (July, 1994): “Customer Satisfaction, Market Share, and Prfitability: Findings from Sweden”, Journal of Marketing vol. 58. Abdurrahman, A, (2000) Ensiklopedia Ekonomi Keuangan Perdagangan, Pradnya Paramita, Jakarta Basu Swasta, 2000, Manajemen Penjualan, Yogyakarta : Penerbit BPFI. Berman, Barry and Joel R. Evans 2003). Principle of Marketing, Third Edition, Prentice Hall Int., New Jersey. Boone, L.E., & Kurtz, D.L. (2005). Contemporary marketing 2005. USA: Thomson South-Western. Bob Foster. 2008. “Manajemen Ritel”. Alfabeta, Bandung Bohrnstedt, G. W., ‘Measurement’, in P. H. Rossi, J. D. Wright and A. B. Anderson (eds), The Handbook of Survey Research, Academic Press, 1983. Laczniak, G. R. 1999. Distributive justice, catholic social teaching, and the moral responsibility of marketers. Journal of Public Policy & Marketing 18 (spring): 125-29. Biong, H. (1993), Satisfaction and Loyalty to Suppliers Within Grocey Trade, European Journal of Marketing, Vol 27, p. 21 –38. Burns, D.J., & Neisner, l. (2006). Customer satisfaction in a retail setting: The contribution of emotion. International Journal of Retail & Distribution Management, 34(1), 49-66. Donio’ J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(70), 445-457. Engel, J.F., Miniard, P.W., & Blackwell, R.D. (2006). Consumer behavior (9th ed.). USA : Harcourt. Engel, F. James, (1994), Perilaku Konsumen, Jilid 1&2, Penerbit Binarupa Aksara:Jakarta 1
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