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DAFTAR PUSTAKA

Ariyani, dwi dan Rosinta, Febrina. 2010. Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal Ilmu Administrasi dan Organisasi Volume 17, Nomor 2: Universitas Indonesia.

Arief, Muhtosim. 2006. Pemasaran Jasa dan Kualitas Pelayanan. Malang: Bayumedia Publishing

Badgett, Melody, Maureen Stancik Boyce and Herb Kleinberger. 2007. Turning Shoppers into Advocates. IBM Institute for Business Value.

Bagyono. 2007. Pariwisata dan Perhotelan. Bandung: CV. Alfabeta.

Buer, Lili Luo Viscount B. 2015. Reference service evaluation at an African academic library: the user perspective. Library Review, Vol. 64 Iss 8/9 pp. 552 – 566

Countyman, Cary C. 2004. The effects of atmospheric elements on customer impression: the case of hotel lobbies. International Journal of Contemporary Hospitality Management: Emerald Insight.

Chumakova, Anastasia. 2014. Customer satisfaction on facility services in terminal 2 of Tampere Airport. Jurnal Internasional Applied Science.

Cooper, Donald R, Pamela S. Schindler. 2003. Business Research Methods. Eighth Edition. New York: McGraw-Hill/Irwin.

___________________________________. 2006, Bussines Research Methods, 9th edition. New York: McGraw-Hill International Edition.

Eridiana, W. 2008. Sarana Akomodasi sebagai Pemanjang Kepariwisataan di Jawa Barat. Jurnal. Bandung: Universitas Pendidikan Indonesia.

Elisabeth dan Noerwasito. 2013. Analogi Memori dalam Perancangan Terminal Penumpang Bandar Udara Juanda Surabaya. Jurnal Sains dan Seni POMITS Vol. 2

Fitriyani, Fuji Nur. 2016. Pengaruh Perceived Value terhadap Behavioral Intentions. Universitas Pendidikan Indonesia

Fodness, Dale dan Murray, Brian. 2007. Passengers’ Expectasions of Airport

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G.M. Rynja D.C. Moy. 2006. Laboratory service evaluation: laboratory product model and the supply chain. Benchmarking: An International Journal, Vol. 13 Iss 3 pp. 324 – 336

Grigoroudis, Evangelos & Yannis Siskos. 2010. Customer Satisfaction Evaluation. New York: Springer.

Graham, Anne. 2014. Managing Airports: An International Perspective (4th edition). New York: Routledge.

Hartmann, Monica E. 2011. DRAFT Access to Airport Facilities: Its Impact on Market Competition. Jurnal Internasional: Research Gate.

Hogg, Mark Gabbott Gillian. 2000). An empirical investigation of the impact of non-verbal communication on service evaluation. European Journal of Marketing, Vol. 34 Iss 3/4 pp. 384 – 398.

Husein, Umar. 2009. Metode Penelitian Untuk Skripsi dan Tesis Bisnis. Jakarta: PT. Raja Grafindo Persada.

Jeffrey, Techie-Menson. 2014. The Impact of Customer Service Quality on Passanger Satisfaction. Disertasi: Kwame Nkrumah University.

Kamaluddin, Rustian. 2009. Ekonomi Transportasi: Karakteristik, Teori dan Kebijakan. Jakarta: Ghalia Indonesia.

Khattab, Sulaiman A, et al. 2011. Perceptions of Service Quality in Jordanian Hotels. Jurnal Internasional Bisnis dan Manajemen. Jordan.

Kotler, Philip dan Keller, Kevin Lane. 2016. Manajemen Pemasaran. Jakarta: Erlangga

Kotler, Phillip, John T. Bowen and James Makens. 2014. Marketing For Hospitality and Tourism Sixth Edition : International Edition. United Kingdom: Pearson.

Kraal, Ben, Vesna Poppovic dan Philip Kirk. 2010. Toward Airport Passanger Experience Model. Australia: QUT Digital Repository.

Kraal, Ben, Vesna Poppovic dan Philip Kirk. 2009. Passenger experience in an airport : an activity centred approach. Australia: QUT Digital Repository

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Moderating Effect of Perceived Value. Jurnal Internasional. China: Research Gate

Lin, I.Y. 2004. Evaluating a servicescape: the effect of cognition and emotion. International Journal of Hospitality Management: Emerald Insight.

Lovelock, Christopher dan Jochen Wirtz. 2011. Service Marketing: People, Technology, Strategy (7th Edition). New Jersey: Pearson Prentice Hall. Lupiyoadi, Hamdani. 2006. Manajemen Pemasaran Jasa. Jakarta : Penerbit

Salemba Empat.

Lubbe, Berendien; Anneli Douglas; dan Julia Zambellis. 2010. An application of the airport service quality model in South Africa. Jurnal Internasional Air Transport Management. Sout Africa: Elsevier.

Malhotra, Naresh K. 2010. Marketing Research on Applied Orientation. New Jersey: Pearson.

Matilla, Anna S. 1999. The Role of Culture in Service Evaluation Process. Journal of Service Research, Volume 1, No. 3, February 1999 250-261

Meyers, Koen. 2009. Ekowisata: Panduan Dasar Pelaksanaan. Nias: Dinas Pariwisata dan Kebudayaan Nias Selatan.

Miro, Fidel. 2005. Perencanaan Transportasi. Jakarta: Erlangga.

Muhammad, S. A., dan Sungplee. 2015. Factors of Customer’s Preference of Visiting

Coffee Shop in South Korea. International Journal of Sciencies: Basic and

Applied Research (IJSBAR).

Muyeed, Md. Abdul. 2012. Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study. Jurnal Internasional Marketing Studies. Bangladesh: http://dx.doi.org/10.5539/ijms.v4n1p116

O’Cass, Debra Grace Aron O'Cass. 2004. Examining service experiences and post-consumption evaluations. Journal of Services Marketing, Vol. 18 Iss 6 pp. 450 – 461

Pendit, Nyoman S. 2003. Ilmu Pariwisata. Jakarta: PT. Pradnya Paramita

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Pitana, I Gede dan Gayatari, Putu G. 2005. Sosiologi Pariwisata. Yogyakarta : CV Andi Offset.

Piyush Sharma Ivy S.N. Chen Sherriff T.K. Luk. 2012. Gender and age as moderators in the service evaluation process. Journal of Services Marketing, Vol. 26 Iss 2 pp. 102 – 114

Prebežac, D., Mikulić, J., Jurković, P. 2010. Passenger perceptions of airport service performance - A three-dimensional importance-performance analysis. Jurnal Internasional.

Rambocas, Pedro Quehas Brito Meena. 2016. Assessing the impact of mystery client traits on service evaluation. Journal of Services Marketing, Vol. 30 Iss 4 pp.

Rawson, Alex, Ewan Duncan dan Conor Jones. 2013. The Truth About Costumer Experience. Harvard Business Review

Sally Rao Hill Alastair Tombs. 2011. The effect of accent of service employee on customer service evaluation. Managing Service Quality: An International Journal, Vol. 21 Iss 6 pp. 649 – 666

Schiffman, Leon G. Leslie Lazar Kanuk and Havard Hansen. 2012. Consumer Behaviour A European Outlook Second Edition. United Kingdom : Pearson Education Limited.

Sekaran, uma and Bougie, Roger. 2013. Research Methods for Business: A Skill Building Approach 6th Edition. Wiley. New york: John Wiley and Sons, Inc.

Sekaran, Uma. 2006. Research Method of Business. Jakarta: Salemba Empat. ___________. 2008. Research Method of Business. Jakarta: Salemba Empat. Silalahi, Ulber. 2009. Metode Penelitian Sosial. Bandung: Revika Aditama Sugiyono. 2008. Metode Penelitian Bisnis. Bandung: CV. Alfabeta

________. 2011. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: CV. Alfabeta

________. 2012. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: CV. Alfabeta.

Soekadijo, R.G. 2000. Anatomi Pariwisata. Jakarta : PT. Gramedia.

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Talaga, Louis A. Tucci James. 1997. Service guarantees and consumers’ evaluation of services. Journal of Services Marketing, Vol. 11 Iss 1 pp. 10 – 18

Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality & Satisfacion. Yogyakarta: CV. Andi Offset.

Tsoukatos, Apostolos Giovanis Pinelopi Athanasopoulou Evangelos. 2016. The role of corporate image and switching barriers in the service evaluation process. EuroMed Journal of Business, Vol. 11 Iss 1 pp. 132 – 158

Twycross, Allison dan Allison Shorten. 2014. Service Evaluation, Audit and Research: What is The Difference?. United Kingdom.

Undang - undang RI No. 1 Tahun 2009 Tentang Penerbangan. Undang - Undang RI No. 10 Tahun 2009 Tentang Kepariwisataan.

Verhoef, Lemon, Parasuraman, Roggeveen, Tsiros, Schlesinger. 2009. Customer Experience Creation: Determinants, Dynamics and Management Strategies. Journal of Retailing: Elsavier.

Walanchalee, Wattanacharoensil dan Markus Schuckert. 2015. An Airport Experience Framework from a Tourism Perspective. United Kingdom. Jurnal Internasional: Research Gate.

Wikström, Anna Essén Solveig. 2008. The role of emotion in service evaluation. Managing Service Quality: An International Journal, Vol. 18 Iss 2 pp. 147 - 162

Lembaga

Dinas Kebudayaan dan Pariwisata Kota Palembang.

Direktorat Jenderal Perhubungan Udara – Kementerian Perhubungan Republik Indonesia.

PT. Angkasa Pura II Cabang Palembang – Bandara Sultan Mahmud Badaruddin II

Website

Admin. 2011. Pengertian Bandar Udara Airport. [Online]: http://bandaraonline.com/airport/pengertian-bandar-udara-airport.

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Fauzu Tamam. 2016. FIR (Flight Information Region) Di Wilayah Udara Indonesia. [online]

http://fhukum.unpatti.ac.id/hkm-internasional/358-fir-flight-information-region . Universitas Pattimura.

Kadek Agus Parsuta. 2013. Ground Handling.

http://kadekagusparsuta.blogspot.co.id/2013/05/ground-handling.html.

The Travel & Tourism Competitiveness Index 2015 Rangking - http://reports.weforum.org/travel-and-tourism-competitiveness-report- 2015/index-results-the-travel-tourism-competitiveness-index-ranking-2015/

Syahban dan Ita. 2015. Langkah Mudah Menciptakan Momen WOW Dengan Customer Dari Buku WOW Marketing. [online]. Get Scoop

http://prodaya.com/pemerintah-ganti-5-radar-tua-empat-bandara/ [online]. 2016

http://phcargomalang.com/ganti-radar-tua-airnav-pasang-radar-baru-di-empat-bandara/ [online] 2016

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