DAFTAR PUSTAKA
Buku dan Jurnal
Abdullah, Z., & Aziz, Y. A. (2011). Managing Corporate Reputation ,
Stakeholder Relations , and Corporate Social Responsibility : A Southeast
Asian Perspective. International Journal of Economics and Management,
5(1), 299–318.
Adil, M., Ghaswyneh, O. F. M. Al, & Albkour, A. M. (2013). SERVQUAL and SERVPERF: A Review of Measures in ServicesMarketing Research.
Global Journal of Management and Business Research Marketing, 13(6), 64–76.
Ali, I., Alvi, A. K., & Ali, R. R. (2012). Corporate Reputation, Consumer Satisfaction and Loyalty. Romanian Review of Social Scienes, 3(Social science), 13–23.
Altunbas, H., & Diker, E. (2015). Corporate reputation management and social media analysis on facebook account of the most valuable 5 Brands in Turkey. International Reputation Management Conference at Kadir Has University, 40–54.
Al-Rasyid, Harun. (1994). Teknik Penarikan Sample dan Penyusunan Skala. Bandung: Universitas Padjajaran
Anjor, P., Ali, Kumar, M., & Verma, V. K. (2014). Service Quality Assessment :
A Study of Consumer Satisfaction in Indian Insurance Sector. IOSR Journal of Businesss and Management, 16(3), 34–41. Retrieved from www.iosrjournals.org
Arikunto, Suharsimi .(2010). Prosedur Penelitian Suatu Pendekatan Praktik.
Yogyakarta: Bina Aksara.
Baybars, B and Samast, O. (2013). New Challenges, New Opportunity : Interdisciplinary Perspertives on Reputation Management. Turki : Reputation Management Institute of Turkey.
Benson, R. J., Ribbers, P. M., & Blistein, R. B. (2014). Trust and Partnership: Strategic IT Management For Turbulent Times. New Jersey: John Wiley & Sons Inc.
Brady, M. K., & Cronin, J. J. J. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. Journal of Marketing,
65(3), 34–49. http://doi.org/10.1509/jmkg.65.3.34.18334
Broutsou, A., & Fitsilis, P. (2012). Online Trust: The Influence of Perceived
Company’s Reputation on Consumers' Trust and the Effects of Trust on
Intention for Online Transactions. Journal of Service Science and
Management, 5(December), 365–372.
http://doi.org/10.4236/jssm.2012.54043
Cherchiello, P. (2011). “ Innovation and Society 2011 . Statistical Methods for the Evaluation of Services ( IES 2011 )” MEASURING RISK PROFILE WITH A MULTIDIMENSIONAL “ Innovation and Society 2011 . Statistical Methods. The International Conference "Innovation and Society 2011. Statistical Methods for the Evaluation of Service (IES 2011), (Ies), 14–29.
Chibuike, R. (2011). Corporate Reputation & Firm Perfonnance : Empirical
Literature Evidence. Intemational Joumal of Business and Management,
6(4), 197–207. http://doi.org/10.5539/ijbm.v6n4pl97
Damtew dan Pagidimarri. (2013). The Role of Trust in Building Customer Loyalty in Insurance Sector. IOSR Journal of Business and Management, 82-93
Daryanto, & Bintoro, S. (2014). Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media.
Davies, G., Chun, R., Silva, R. Da, & Roper, S. (2003). Corporate Reputation And Competitiveness. London: Routledge.
Diza, F., Moniharapon, S., & Ogi, I. W. . (2016). Pengaruh kualitas pelayanan, kualitas produk dan kepercayaan terhadap kepuasan konsumen (studi pada pt. fifgroup cabang manado). Jurnal EMBA, 4(1), 109–119.
Duygun, A., Mentes, S. A., & Kubas, A. (2014). The Relationship between Corporate Reputation and Service Quality: A Study on Fast-Moving Consumer Goods Market. International Journal of Humanities and Management Sciences (IJHMS), 2(3), 2–4.
Eisingerich A. B. and Bell S. J. (2007), Perceived Service Quality and Customer
Trust: Does Enhancing Customers’ Service Knowledge Matter?, Journal of Service Research, 10, pp.256-268.
El-salam, E. M. A., Shawky, A. Y., & El-Nahas, T. (2013). The Impact of Corporate Image and Reputation on Service Quality , Customer
Satisfaction and Customer Loyalty : Testing the Mediating Role . Case
Analysis in An International Service Company. The Business &
Management Review, 3(2), 177–196.
http://doi.org/http://dx.doi.org/10.1108/17506200710779521
Etta, M dan Sopiah. (2013). Perilaku Konsumen Pendekatan Praktis. Yogyakarya : CV Andi Offset.
Fathollah et al.(2011). An Analysis Of Factor Affecting The Consumer’s Attitude
Of Trust And Their Impact On Internet Purchasing Behaviour. International Journal Of Business And Social Science, 147-158.
Fernandes, S., & Melo, F. R. (2016). Prioritisation of Service Quality in the Life Insurance Industry. Fifth International Conference on Global Business, Economics, Finance and Social Sciences (GB16Chennai Conference), 1– 16.
Gozukara, I., & Yildirim, O. (2015). Affective Commitment and Corporate Reputation . The Effects of Attitude toward Advertising and Trust. Academic Journal of Economic Studies, 1(3), 126–147.
Haery, F. A., Ghorbani, H., & Zamani, B. (2014). Investigating the Relationship between Corporate Reputation and Customer Behavioral Intentions through Roles of Customer Trust , Customer Commitment and Customer Recognition
( Case Study : Iran Insurance Company in Iran , Isfahan City ). International Journal of Academic Research in Business and Social Sciences, 4(4), 470– 484. http://doi.org/10.6007/IJARBSS/v4-i4/816
Halliburton, C., & Poenaru, A. (2011). The Role of Trust in Consumer Relationships. ECSP Europe, 0–16.
Heding, T., Knudtzen, C. F., & Bjerre, M. (2009). Brand Management - Research, theory and practice. Book. http://doi.org/10.4324/9780203996171
Hendrata, Purbandi, Mujilan.(2013). Pengaruh Stuctural Assurance dan Perceived Reputation Terhadap Trust Pengguna Internet disistem E-commerce.
Jurnal Riset Manajemen dan Akuntansi vol.1 no.1; 81-88
Hermawan, Asep. (2009). Penelitian Bisnis Paradigma Kuantitatif. Jakarta : PT.Raja Grafindo Persada.
Hermawati, S. (2013). Pengaruh Gender, Tingkat Pendidikan, dan Usia Terhadap Kesadaran Berasuransi pada Masyarakat Indonesia. Jurnal Asuransi dan Manajemen Risiko, 6(1), 53-69
Jankowich.(1994).Business Reseach Project For Student. London : Springer-Science Business Media.
Jothi, L. (2016). Australian Journal Of Basic And Service Quality and Customer Satisfaction in Life Insurance Business. Australian Journal of Basic and Applied Sciences, 10(January), 636–641.
Juhari, A. S., Bhatti, M. A., & Piaralal, S. K. (2016). Service Quality and Customer Loyalty in Malaysian Islamic Insurance Sector Exploring the mediating effects of Customer Satisfaction. International Journal of Academic Research in Business and Social Sciences, 6(3), 17–36. http://doi.org/10.6007/IJARBSS/v6-i3/2030
Kanto, D. S., Run, E. C. de, & Isa, A. H. bin M. (2013). Developing an alternative measurement of corporate reputation within the Malaysian context.
Interdisciplinary Journal of Contemporary Research in Business, 5(1), 730– 738.
Keh, H. T., & Xie, Y. (2009). Industrial Marketing Management Corporate
reputation and customer behavioral intentions : The roles of trust , identification and commitment . Industrial Marketing Management, 38(7), 732–742. http://doi.org/10.1016/j.indmarman.2008.02.005
Keller, K. L. (2013). Strategic Brand Management (Fourth Edi). United States: Pearson. http://doi.org/10.2307/1252315
Khan, M., Majid, D. A., Yasir, D. M., & Arshad, M. (2013). Corporate Social
Responsibility and Corporate Reputation : A Case of Cement Industry in
Pakistan Majid Khan Dr . Abdul Majid Dr . Muhammad Yasir Muhammad Arshad. Interdisciplinary Journal of Contemporary Research in Business,
5(1), 843–857.
Kishwaria, J., A.Sharma, N Vyas and S.Sharma.(2004). Consumer Awarness Regarding Legislation Organization and Consumer Protection Laws. Journal of Social Science, 8(1), 69-72
Koc, F., Ozbek, V., & Alniacik, E. (2014). Procedia Social and Behavioral Sciences The moderating role of service environment on the effects of firm reputation and perceived service quality on consumer trust: A study in the healthcare industry. Procedia -Social and Behavioral Sciences,
00(November 2015), 111–120. Retrieved from www.elsevier.com/locate/procedia
Kotler dan Amstrong, G. (2014). Principles of Marketing (fifteenth edition). United State: Pearson.
Kotler, P dan Keller,K. (2016). Marketing Management 15th Edition. United States of America: Pearson Education.
Kumar, S., Barahb, Ranganathana, Venkatrama, & Thirumoorthya, S. G. and S.
(2011). An Analysis of Farmers’ Perception and Awareness towards Crop
Insurance as a Tool for Risk Management in Tamil Nadu. Agricultural …,
24(June), 37–46.
Lau, M. M., Cheung, R., Lam, A. Y. C., & Chu, Y. T. (2013). Measuring Service
Quality in the Banking Industry : A Hong Kong Based Study, 9(3), 263– 282. http://doi.org/10.7903/cmr.11060
Lovelock, Wirtz, dan Mussy. (2012). Pemasaran Jasa Manusia, Teknologi, Strategi, Perspektif Indonesia, Jakarta: Erlangga
Lupioadi, R. (2014). Manajemen Pemasaran Jasa. Jakarta: Salemba Empat. Mahardhika, V. D., & Supriyono. (2016). Pengaruh Kualitas Pelayanan Terhadap
Kepuasan Konsumen Jasa Transportasi Kereta Api Indonesia ( Kai ) Daerah Operasi 6 Yogyakarta. Advance, 3(1), 1–12.
Mansor, A. A., Hasanordin, R., Hafiz, M., Rashid, A., Edura, W., & Rashid, W. (2012). Hierarchical Service Quality Model towards Student Satisfaction.
International Journal of Innovation, 3(6), 803–807. http://doi.org/10.7763/IJIMT.2012.V3.342
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), 709– 734. http://doi.org/10.2307/258792
McKnight, et.al (2002). The Impact Of Initial Consumer Trust On Intentions To Transact With Websit : A Trust Building Model. Journal of Strategic Information System, 297-323
Mcknight, Chervany.(2001).Trust And Distrust Definitions: One Bite At A Time.
Trust in Cyber-Societies: Integrating the Human and Artificial Perspectives, 27-54.
Nguyen, N., Leclerc, A., & Leblanch, G. (2013). The Mediating Role of Customer Trust on Customer Loyalty. Journal of Service Science and Management,
06(6), 96–109. http://doi.org/10.4236/jssm.2013.61010 Nova, Firsan. (2011). Crisis Public Relation. Jakarta : Raja Grafindo
Paliszkiewicz, J., & Klepacki, B. (2013). Tools of building customer trust.
Parthiban. (2011). A Study on Service Quality Perceptions and Customer
Satisfaction in Private Sector Life Insurance Companies : A Study with
Special Reference to Chennai City. International Journal on Recent and Innovation Trends in Computing and Communication, 2(10), 3130–3133. Pontoh, M. B., Kawet, L., & Tumbuan, W. A. (2014). Kualitas Layanan, Citra
Perusahaan Dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank Bri Cabang Manado. Jurnal EMBA, 2(3), 1340–1349.
Pramana, i G. Y., & Rastini, N. M. (2016). Nasabah Dan Loyalitas Nasabah Bank Mandiri Cabang Veteran Denpasar Bali I Gede Yogi Pramana 1 Fakultas Ekonomi dan Bisnis Universitas Udayana , Bali , Indonesia Bisnis perbankan merupakan bisnis jasa yang berdasarkan asas kepercayaan , sehingga dalam memi. E-Jurnal Manajemen UNUD, 5(1), 706–733. Qureshi, M. N. Z., & Bhat, J. A. (2015). An Assessment of Service Quality ,
Customer Satisfaction and Customer Loyalty in Life Insurance Corporation of India with Special Reference to Srinagar District of Jammu and Kashmir. Pacific Business Review International, 7(8), 60–70.
Rasheed, F. a., & Abadi, M. F. (2014). Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries.
Procedia - Social and Behavioral Sciences, 164(August), 298–304. http://doi.org/10.1016/j.sbspro.2014.11.080
Sandhu, H., & Bala, M. (2011). Customers’ Perception towards Service Quality of
Life Insurance Corporation of India: A Factor Analytic Approach.
International Journal of Business and Social …, 2(18), 219–232. Retrieved from http://ijbssnet.com/journals/Vol_2_No_18_October_2011/27.pdf Sanusi, Anwar. (2011). Metodologi Penelitian Bisnis. Jakarta Selatan: Salemba
Empat
Sharma, R. K., & Bansal. (2011). Service Quality Assessment in Insurance Sector : A Comparative Study between Indian and Chinese Customers, 2(5), 1–18..
Skallerud, K. (2011). School Reputation and It’s Relation to parent’s satisfaction
and loyalty. International Journal of Education Management, 25(7), 671– 686.
Sontaite, S., & Bakanauskas, A. (2011). Measurement Model Of Corporate
Reputation at Higher Education Institution : Customer’s Perpective. Management of Organization: Systematic Research, 59, 1392–1142. Sreejesh, S et al. (2014). Business Research Methods An Applied Orientation.
India : Springer-Science+Business Media Switserland.
Sugiyono.(2013). Metode Penelitian Bisnis. Bandung: Alfabeta Sugiyono.(2014). Metode Penelitian Kombinasi. Bandung: Alfabeta
Sujana, kadek ciptadi, & Suprapti, ni wayan sri. (2016). Peran Kepercayaan Dalam Memediasi Pengaruh Kualita Situs Terhadap Niat Konsumen Untuk Berbelanja Di Situs Zalora. E-Jurnal Manajemen UNUD, 5(1), 595–622. http://doi.org/10.1017/CBO9781107415324.004
Sukmawati, I., & Massie, J. D. (2015). Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan Pada Pt Air Manado The Effects Of Service Quality Mediated By Customer Satisfaction And Trust Toward Customer Loyalty In Pt Air Manado. Jurnal EMBA, 3(3), 729–742.
Tjiptono, F. (2012). Service Quality, and Satisfaction. Yogyakarta: Andi.
Trotta, A., & Cavallaro, G. (2012). Measuring Corporate Reputation : a
Framework for. International Journal of Economics and Finance Studies,
4(2), 21–30.
Ummu Sakinah, IGK Wijasa, M. W. (2014). Faktor-Faktor Yang Berhubungan Dengan Kesadaran Masyarakat Kelurahan Poris Gaga Tangerang Dalam Berasuransi Kesehatan. Forum Ilmiah, 11(2), 243–260.
Umar, H. (2014). Metode Penelitian untuk Skripsi dan Tesis Bisnis. Jakarta : PT Raja Grafindo Persada.
Vuuren, V., Lombard, R., & Tonder, V. (2012). Customer satisfaction , trust and commitment as predictors of customer loyalty within an optometric practice environment. Southern African Business Review, 16(3), 81–96. Yaromoglu, E.K.(2014). A Review Dimension of Service Quality Models.
Journal of Marketing Management, 2(2), 79-93
