67
DAFTAR PUSTAKA
Berry, L.L., 1980, “Service Marketing is Different”, Business, Vol.30 (May-June) Cadotte, E.R., R.B. Woodruff and R.L. Jenkins, 1987, “Expectation and Norms in Models of Consumer Satisfaction”, Journal of Marketing Research,Vol. XXIV (August)
Edgett, S., and S. Parkinson, 1993, “Marketing for Service Industries – A
Review”, The Service Industries Journal, Vol. 13 (July)
Fornell, C., 1992, “A National Customer Satisfaction Barometer : The Swedish
Experience”, Journal of Marketing Research, Vol. 56 (January)
Gronroos C., 2000, Service Management and Marketing : A Customer Relationship Management Approach 2nded.”, Chichester : John Wiley and Sons, Ltd.
Gummesson, E., 1987, ”Lip Services – A Neglected Area in Services Marketing”,
Journal of Service Marketing, Vol. I No. 1
Hill, N., J. Brierley, and R. MacDougall, 1999, “How to Measure Customer Satisfaction”, Hampshire : Gower
Irawan, Handi, 2009, 10 Prinsip Kepuasan Pelanggan, Jakarta : PT Elex Media Komputindo
Kotler P., 2003, Marketing Management 11th ed.”, Upper Saddle River, NJ : Prentice Hall
Kotler P., L. Brown, S. Adam, and G. Armstrong, 2004, “Marketing 6th ed.”,
French Forest, NSW : Pearson Education Australia
Lewis, R.C. and B.H.Booms, 1983, “The Marketing Aspects of Service Quality”, Chicago : American Marketing Association
Lovelock, Christoper, Jochen Wirtz, dan Jacky Mussry, 2010, Pemasaran Jasa Manusia, Teknologi, Strategi Perspektif Indonesia Jilid I, edisi 7, Jakarta : Penerbit Erlangga
Oliver, R. L., 1997, “Satisfaction: A Behavioral Perspective on the Customer”,
New York : McGRaw-Hill
68
Parasuraman, A., L.L. Berry, and V.A. Zeithaml, 1991, “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, Vol. 67, No. 4, Winter
Parasuraman, A., V.A. Zeithaml, and L.L. Berry, 1988, ”SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perseptions of Service
Quality”, Journal of Retailing, Vol. 64, Spring
Sinulingga, Sukaria, 2012, Metode Penelitian, edisi 2, Medan : USU Press
Sugiyono, 2011, Metode Penelitian Kuantitatif Kualitatif dan R&D, Bandung : Alfabeta
Supranto, J, 2011. Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar, Jakarta : Penerbit Rineka Cipta
Survei Kepuasan Pelanggan Laboratorium Penguji PT INALUM (Persero), 2010-2013
Tjiptono, Fandy, 2012, Service Management Mewujudkan Layanan Prima, edisi 2, Yogyakarta : Penerbit Andi Offset
Tjiptono, Fandy dan Gregorius Chandra, 2011, “Service, Quality & Satisfaction”, edisi 3, Yogyakarta : Penerbit Andi Offset
Tse, D.K. and P.C. Wilton, 1988, “Models of Consumer Satisfaction Formation : An Extention”, Journal of Marketing Research
www.oxfordlearnersdictionaries.com
Zeithaml, V.A. and M.J. Bitner, 2003, “Service Marketing : Integrating Customer
Focus Across the Firm 3rded.”, Boston : McGraw-Hill/Irwin