87
DAFTAR PUSTAKA
Alsa, A. (2001). Kontroversi uji asumsi dalam statistik parametrik. Buletin Psikologi, IX(1), 18-22.
Aryananda, F. R. (2009). Hubungan antara kualitas jasa layanan dengan loyalitas konsumen bengkel AHASS. Skripsi. Universitas Gadjah Mada.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910–925.
Azwar, S. (2001). Asumsi-asumsi dalam inferensi statistika. Buletin Psikologi, IX(1), 8-17.
Azwar, S. (2015a). Penyusunan Skala Psikologi Edisi 2. Yogyakarta: Pustaka Pelajar.
Azwar, S. (2015b). Reliabilitas dan Validitas Edisi 4. Yogyakarta: Pustaka Pelajar.
Azwar, S. (2017). Metode Penelitian Psikologi Edisi II. Yogyakarta: Pustaka Pelajar.
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804.
Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: A multidimensional perspective. European Journal of Marketing, 33(11/12), 1082–1106.
Chahal, H. (2008). Predicting patient loyalty and service quality relationship: A case study of civil hospital, Ahmedabad, India. Vision, 12(4), 45–55.
Clancy, K. J., & Shulman, R. S. (1994). Marketing Myths that are Killing Business. New York City: McGraw-Hill.
Cobanoglu, C., Moreo, P. J., & Warde, B. (2001). A comparison of mail, fax and web-based survey methods. International Journal of Market Research, 43(4),1–15.
DailySocial. (2017, Desember 12). Lembaga riset Ovum peringatkan penurunan pendapatan operator seluler tahun 2018. Diambil kembali dari DailySocial: https://dailysocial.id/post/lembaga-riset-ovum-peringatkan- penurunan-pendapatan-operator-seluler-tahun-2018-2 tanggal 16 Desember 2017.
Davis, R. N. (1999). Web-based administration of a personality questionnaire:
Comparison with traditional methods. Behavior Research Methods, Instruments, & Computers, 31(4), 572–577.
De Ruyter, K., Wetzels, M., & Bloemer, J. (1998). On the relationship between perceived service quality, service loyalty and switching costs.
International Journal of Service Industry Management, 9(5), 436–453.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113.
Erwin. (2015, Januari 24). 2016, Indonesia empat besar pengguna smartphone.
Diambil kembali dari Koran Tempo:
https://koran.tempo.co/konten/2015/01/24/363157/2016-Indonesia-Empat- Besar-Pengguna-Smartphone tanggal 17 Desember 2017.
Farizal, B., & Prijati. (2013). Pengaruh kualitas pelayanan terhadap kepuasan pembelian tiket pada PT Artha Bangun Cemerlang. Jurnal Ilmu & Riset Manajemen, 2(7).
Festinger, L. (1962). Cognitive dissonance. Scientific American, 14.
Field, A. (2009). Discovering Statistics Using SPSS Third Edition. London: Sage Publications.
Fu, Y.-Y., & Parks, S. C. (2001). The relationship between restaurant service quality and consumer loyalty among the elderly. Journal of Hospitality &
Tourism Research, 25(3), 320–326.
Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: Concepts and models. International Journal of Quality & Reliability Management, 11(9), 43–66.
Gosling, S. D., Vazire, S., Srivastava, S., & John, O. P. (2004). Should we trust web-based studies? A comparative analysis of six preconceptions about internet questionnaires. American Psychologist, 59(2), 93–104.
Gremler, D. D., & Brown, S. W. (1996). Service loyalty: Its nature, importance, and implications. Advancing Service Quality: A Global Perspective, 5, 171–181.
Griffin, J. (2003). Customer loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. (D. K. Yahya, Penerj.) Jakarta: Penerbit Erlangga.
Gumiwang, R. (2014, Februari 5). Finansial: 49 merek boyong Excellent Service Experience Award. Diambil kembali dari Bisnis.com:
http://finansial.bisnis.com/read/20140205/9/201101/49-merek-boyong- excellent-service-experience-award- tanggal 24 Mei 2018.
Gummerus, J., Liljander, V., Pura, M., & van Riel, A. (2004). Customer loyalty to content- based websites: The case of an online health-care service. Journal of Services Marketing, 18(3), 175–186.
Hadi, S. (2004). Statistik Jilid 2. Yogyakarta: Penerbit Andi.
Hendrowijono, M. S. (2018, April 4). Bisnis: Tarif rendah operator masih bisa
untung. Diambil kembali dari Kompas.com:
https://ekonomi.kompas.com/read/2018/04/04/164901326/tarif-rendah- operator-masih-bisa-untung tanggal 24 Mei 2018.
Indriati, C. (2017). Hubungan antara kualitas pelayanan terhadap loyalitas konsumen pengguna jasa kurir. Skripsi. Universitas Gadjah Mada.
Ishak, A., & Luthfi, Z. (2011). Pengaruh kepuasan dan kepercayaan konsumen terhadap loyalitas: Studi tentang peran mediasi switching costs. Jurnal Siasat Bisnis, 15(1).
Jeko. (2016, Desember 22). Pelanggan layanan seluler doyan komplain, apa penyebabnya? Diambil kembali dari Liputan 6:
http://tekno.liputan6.com/read/2684796/pelanggan-layanan-seluler-doyan- komplain-apa-penyebabnya tanggal 16 Desember 2017.
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88-99.
Kaplan, R. M., & Saccuzzo, D. P. (2005). Psychological Testing. United States of America: Thomson Wadsworth.
Kara, A., Lonial, S., Tarim, M., & Zaim, S. (2005). A paradox of service quality in Turkey: The seemingly contradictory relative importance of tangible and intangible determinants of service quality. European Business Review, 17(1), 5–20.
Katadata. (2016, Agustus 8). Pengguna smartphone di Indonesia 2016-2019.
Diambil kembali dari Databoks Katadata News and Research:
https://databoks.katadata.co.id/datapublish/2016/08/08/pengguna- smartphone-di-indonesia-2016-2019 tanggal 17 Desember 2017.
Katadata. (2017, Mei 3). Siapa operator seluler yang mempunyai pelanggan terbanyak? Diambil kembali dari Databoks Katadata News and Research:
https://databoks.katadata.co.id/datapublish/2017/05/03/siapa-operator- seluler-yang-mempunyai-pelanggan-terbanyak tanggal 16 Desember 2017.
Kaur, D., Mustika, M. D., & Sjabadhyni, B. (2018). Affect or cognition: Which is more influencing older adult consumers’ loyalty? Heliyon, 4(4), e00610.
Kementerian BUMN Republik Indonesia. (2015, Desember 23). Tinjauan sektor informasi dan komunikasi. Diambil kembali dari http://bumn.go.id/data/uploads/epaper/Profil2016/10/files/assets/basic- html/page3.html tanggal 16 Desember 2017.
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of Services Marketing, 15(2), 113–130.
Lewis, B. R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour, 5(1), 15–31.
Lin, C.-P., Tsai, Y. H., & Chiu, C.-K. (2009). Modeling customer loyalty from an integrative perspective of self-determination theory and expectation–
confirmation theory. Journal of Business and Psychology, 24(3), 315–326.
McMullan, R., & Gilmore, A. (2003). The conceptual development of customer loyalty measurement: A proposed scale. Journal of Targeting, Measurement and Analysis for Marketing, 11(3), 230–243.
Melinda, M. (2017). Pengaruh e-service quality terhadap e-loyalty pelanggan GO- JEK melalui e-satisfaction pada kategori GO-RIDE. Agora, 5(1).
Mokhtar, S. S., Maiyaki, A. A., & Noor, N. b. (2011). The relationship between service quality and satisfaction on consumer loyalty in Malaysian mobile communication industry. School of Doctoral Studies European Union Journal, 32-38.
Oliver, R. L. (1999). Whence consumer loyalty? The Journal of Marketing, 33–
44.
Ostrowski, P. L., O’Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32(2), 16–24.
Pallant, J. (2016). SPSS Survival Manual. England: McGraw Hill Education.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Pitaloka, E., & Aptaguna, A. (2016). Pengaruh kualitas layanan dan harga terhadap minat beli jasa GO-JEK. Widyakala Journal, 3.
PT Indosat Tbk. (2017). Investor relations: Laporan tahunan Indosat 2016.
Diambil kembali dari Indosat Ooredoo:
https://indosatooredoo.com/id/investor-relation/informasi- keuangan/laporan-tahunan tanggal 9 Maret 2018.
PT Indosat Tbk. (2018). Investor relations: Laporan tahunan Indosat 2017.
Diambil kembali dari Indosat Ooredoo:
https://indosatooredoo.com/id/investor-relation/informasi- keuangan/laporan-tahunan tanggal 24 Mei 2018.
PT Telekomunikasi Selular. (2017). Investor relation: Annual report 2016.
Diambil kembali dari PT Telekomunikasi Selular (Telkomsel):
https://www.telkomsel.com/about-us/investor-relations tanggal 9 Maret 2018.
PT Telekomunikasi Selular. (2018). Investor relation: Annual report 2017.
Diambil kembali dari PT Telekomunikasi Selular (Telkomsel):
https://www.telkomsel.com/about-us/investor-relations tanggal 24 Mei 2018.
Salegna, G. J., & Goodwin, S. A. (2005). Consumer loyalty to service providers:
An integrated conceptual model. Journal of Consumer Satisfaction, Dissastisfaction, and Complaining Behavior, 18, 51–67.
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330–343.
Santrock, J. W. (2012). A Topical Approach to Life-Span Development. United States of America: McGraw-Hill Education.
Sari, C., & Hatane, S. E. (2013). Pengaruh loyalitas pelanggan terhadap profitabilitas pada sebuah perusahaan jasa automotif (PT "X") di Surabaya. Business Accounting Review, 26-38.
Saxena, S., Barodiya, P., & Soni, M. (2015). Are women more loyal customers than men? Gender differences in loyalty to firms and individual service providers. IJMSSR, 4(6), 88–91.
Schiffman, L. G., & Kanuk, L. L. (2010). Consumer Behavior Tenth Edition. New Jersey: Pearson.
Shanka, M. S. (2012). Bank service quality, customer satisfaction and loyalty in Ethiopian banking sector. Journal of Business Administration and Management Sciences Research, 1(1), 001–009.
Sulaeman, A. (2014, Desember 12). Konsumen lebih banyak gunakan layanan internet, tarif telepon dan SMS akan turun? Diambil kembali dari Intisari Online: http://intisari.grid.id/Unique/Fokus/Konsumen-Lebih-Banyak- Gunakan-Layanan-Internet-Tarif-Telepon-Dan-Sms-Akan-Turun tanggal 10 Maret 2018.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction: A factor specific approach. Journal of Services Marketing, 16(4), 363–379.
Susila, S. B., & Ngazis, A. N. (2014, April 16). Studi: Pelanggan ingin gonta ganti operator seluler. Diambil kembali dari VIVA:
http://www.viva.co.id/digital/digilife/497112-studi-pelanggan-ingin-gonta- ganti-operator-seluler tanggal 16 Desember 2017.
Sutriyanto, E. (2014, April 15). 22 persen pelanggan seluler ingin berpindah operator. Diambil kembali dari Tribun Bisnis:
http://www.tribunnews.com/bisnis/2014/04/15/22-persen-pelanggan- seluler-ingin-berpindah-operator tanggal 15 Desember 2017.
SWAnetwork. (2016, Maret 1). Event: 6th Awarding Customer Loyalty Award 2016 - Strategi membangun basis pelanggan loyal! Diambil kembali dari SWA: https://swa.co.id/swa/event/6th-awarding-customer-loyalty-award- 2016-strategi-membangun-basis-pelanggan-loyal tanggal 24 Mei 2018.
Ueltschy, L. C., Laroche, M., Eggert, A., & Bindl, U. (2007). Service quality and satisfaction: An international comparison of professional services perceptions. Journal of Services Marketing, 21(6), 410–423.
Velázquez, B. M., Saura, I. G., & Molina, M. E. R. (2011). Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents. Journal of Vacation Marketing, 17(1), 65–81.
Wantara, P. (2015). The Relationships among service quality, customer satisfaction, and customer loyalty in library services. International Journal of Economics and Financial Issues, 5, 264–269.
Widhiarso, W. (2010). Uji linieritas hubungan (Manuskrip tidak dipublikasikan).
Widhiarso, W. (2012). Tanya jawab tentang uji normalitas (Manuskrip tidak dipublikasikan).
Widhiarso, W. (2017). Pengategorian data dengan menggunakan statistik hipotetik dan statistik empirik (Manuskrip tidak dipublikasikan).
Wijaya, K. K. (2014, November 25). Inilah laporan kinerja dan finansial 3 operator seluler terbesar di Indonesia pada Q3 2014. Diambil kembali dari TechinAsia: https://id.techinasia.com/laporan-kinerja-finansial-Y- telkom-X-q3-2014 tanggal 19 Januari 2018.
Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495–513.
Xiaoyun Han, Kwortnik, R. J., & Chunxiao Wang. (2008). Service loyalty: An integrative model and examination across service contexts. Journal of Service Research, 11(1), 22–42.
XL Axiata. (2018). Ruang investor: Laporan tahunan 2017. Diambil kembali dari XL Axiata: https://www.xl.co.id/id/about-us/investor-room/annual- sustainability-reports tanggal 24 Mei 2018.
Yi, Y., & La, S. (2004). What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty. Psychology and Marketing, 21(5), 351–373.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 31–46.
Zhou, T., Lu, Y., & Wang, B. (2009). The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management, 26(4), 327–337.