DAFTAR PUSTAKA

Akbar, Muhammad Muzahid dan Noorjahan Parvez. 2009, “Impact of sevice,

qualit, trust and customer satisfaction on customer loyalty. ABAC Vol. 29,
No. 1,( January-April)

Berry, D. 1995. Pokok-Pokok Pikiran Dalam Sosiologi. Jakarta: Raja Grafindo

Persada.

Bowen, J.T., dan S.L. dan Chen, 2001, The Relationship Between Customer
Loyalty and Customer Satisfaction“, International Journal of
Contemporary HospitalityManagement, May

Departemen Pendidikan Nasional, 2007. Kamus Umum Bahasa Indonesia, Ed.

Ketiga, Jakarta: Balai Pustaka

Evans, Joel R and Laskin, Richard L, 1994, “The Relationship Marketing

Process: A Conceptualization and Application,” Industrial Marketing
Management

Barry Rander dan Jay Heizer, 2001. Prinsip-prinsip Manajemen Operasi. Jakarta:
Salemba Empat.

Basu Swastha dan Hani Handoko, 2004. Perilaku Konsumen, Yogyakarta: BPFE

Basu Swasta dan Irawan. 2002. Manajemen Pemasaran Modern. Edisi Keempat.
Jakarta: Penerbit Liberty

Buchari Alma, 2016. Manajemen Pemasaran & Pemasaran Jasa, Bandung:

Alfabeta

Eisingerich, A.B. and Bell, S.J. 2007, “Maintaining Customers Relationships in

High Credence Services,” Journal of Services Marketing, Vol. 21 No. 4,
pp. 253-262.

Fandi Tjiptono. 2005. Strategi Pemasaran. Yogjakarta: Andi Offset.

Griffin Jill, 2002. Customer Loyalty terjemahan Dwi Kartini Yahya, Jakarta:
Erlanga

Hermawan Kartajaya, Boosting Loyalty Marketing Performance, Bandung:

Markplus Inc, Jakarta & Mizan Pustaka
Herry Sutanto & Khaerul Umam, 2013. Manajemen Pemasaran Bank Syariah,
Bandung: Pustaka Setia

Irawan, Handi. 2002. 10 Prinsip Kapuasan Pelanggan. Jakarta: PT. Gramedia

Ibnu, Widiyanto, 2008. Pointers: Metodologi Penelitian. Semarang: BP Undip

Kid, Sadgrove, (1995). Total Quality Management. (Dipietro, 1993;Greg et

al,1994).

Lupiyoadi, Rambat. 2001. Manajemen Pemasaran Jasa, Teori dan Praktek. Edisi
Pertama. Jakarta: Salemba Empat

Macaulay, Steve & Cook, Sarah. 1997. How To Improve Your Customer Service.
Jakarta: PT. Gramedia Pustaka Utama.

Nasution, 2010, Manajemen Mutu Terpadu (Total Quality Management), Jakarta:

Ghalia Indonesia

Philip Kotler & Kevin Lane Keller, Manajemen Pemasaran, Edisi 13 Jilid 1

Philip Kotler & Kevin Lane Keller, Manajemen Pemasaran, Edisi 13 Jilid 2

Prasasti et al., 2003. “Pengaruh Relationship Marketing Terhadap Kepuasan

Pelanggan Dalam Industri Jasa Asuransi Jiwa”, Jurnal Ekonomi Bisnis
Dan Akuntansi, Ventura, STIE Petbanas Surabaya, Vol. 6, No. 2, Agustus

Kotler, dan Amstrong. 2003, Dasar-dasar Pemasaran, Jilid 1, Edisi Kesembilan,

Jakarta. Penerbit PT. Indeks Gramedia

Sekito Haruna 1996, "The Implementation of the Relationship Marketing Process:

By Bouraq Airlines, The Customer’s Perspective", Kelola No 15/VI/1996

Sheth, J. and Parvatiyar, A. (1995). “Relationship marketing in consumer markets:

antecedents and consequences”. Journal of the Academy of Marketing
Science. Vol. 23. No. 4.

Sugiyono. 2008. Metode Penelitian Bisnis, Bandung: Alfabeta

Sugiyono. 2012. Statistik Untuk Penelitian, Bandung: Alfabeta

Suharsimi Arikunto, Prosedur Penelitian Suatu Pendekatan Praktik, Jakarta:

Rineka Cipta, 2006

Tjiptono & Diana. 1995. Total Quality Management, Edisi Pertama. Yogyakarta :
Andi Offset Yogyakarta.