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DAFTAR PUSTAKA

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B. Jurnal

Anderson, E.W. and Fornell, C., 1994, “A customer satisfaction research prospectus”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality. New Directions in Theory and Practice, pp. 241-68.

Anderson, E.W. and Fornell, C. and Lehmann, D.R.,1994, “Customer satisfaction, market share and profitability”, Journal of Marketing., Vol. 58. No. 3, pp. 53-66.

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quality”, Working paper, Owen Graduate School of Management, Vanderbilt

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Robinson, S., 1999, “Measuring service quality: current thinking and future requirements”, Marketing Intelligence and Planning, vol. 17, no. 1, pp. 21-32.

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Rust, R.T. and Oliver, R.L., 1994, “Service quality: insights and managerial implications from the frontier”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, pp. 241-68.

Rust, R.T. and Williams, D.C., 1994, “How length of patronage affects the impact of costumer satisfaction on repurchase intention”, Journal of Customer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 7, pp. 107-13.

Sureshchandar, G.S, Rajendran, C. Anantharaman R.N., 2002, “The relationship between service quality and customer satisfaction a factor specific approach”. Journal of Service Marketing, vol. 16 no. 4, p. 353-379.

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loyalty. International Journal of Retail & Distribution Management, Volume 28 · Number 2 · 2000 · pp. 73 – 82.

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Monterrey Institute of Technology and Higher Education, Mexico City Campus, Mexico DF 14380.

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Rajagopal. 2006. Leisure Shopping Behaviour and Recreational Retailling: A Symbiotic Analysis of Marketplace Strategy and Consumer Response. Working Paper 06/2006, JEL Codes: C51, C91, D12, M31.

Mexico City Campus, Mexico DF 14380.

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