168
DAFTAR PUSTAKA
BUKU
Arikunto, Suharsimi. 2010. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: PT. Rineka Cipta.
Basu Swastha dan Irawan, 2001, Manajemen Pemasaran Modern, Liberty, Yogyakarta
Basu Swastha dan T. Hani Handoko, 1997, Manajemen Pemasaran Perilaku Konsumen, Edisi 3, Liberty, Yogyakarta
Barnes, James G. 2003. Rahasia Manajemen Hubungan Pelanggan. Andreas Winardi (penerjemah). Yogyakarta: Andi: 137-195
Engel, James F. et al. 1995. Perilaku Konsumen, Jilid 1 dan 2. Edisi ke enam. Alih Bahasa Budijanto. Binarupa Aksara.
Jakarta
Imam Ghozali, 2005, Analisis Multivariate dengan Program SPSS, Badan Penerbit Universitas Diponegoro, Semarang Jasfar, F. 2005. Manajemen Jasa manajemen Terpadu, Ghalia
Indonesia, Bogor.
Ken Hermanto Agung (2010) Analisis pengaruh kualitas layanan, komitmen dan kepercayaan terhadap loyalitas konsumen pada nasabah Bank Jateng
Kim (2003) Analisis faktor-faktor kepercayaan pelanggan dalam
transaksi e-commerce
169
Consumer Trust in B-to-C Electronic Commerce, Proceedings of Ninth Americas Conference on Information Systems, pp. 157
Kotler, P. & Armstrong, G (2012). Principles of Marketing (14th edition). New Jersey: Prentice Hall.
Kotler, P. & Keller, K. L. (2012). Marketing Management (14th edition). New Jersey: Prentice Hall.
Morgan, Robert M and Shelby Hunt. 1994. The
Commitment-Trust Theory of Relationship Marketing. Journal of Marketing
Parasuraman,V.,A. 1985. The Nature and Determinant of Consumer Expectations Of Service. Journal Of Academy of Marketing Science.21.pp.1-12.
Parasuraman.1988. Servqual A. Multiple item for Measuring Customer Perception of Service Quality. Journal of Retailing.64.pp.12-40.
Prabu, A. A. Anwar Mangkunegara. (2005). Perilaku Konsumen.
Bandung; PT. Reflika Aditama.
Philip Kotler, 2002, Manajemen Pemasaran, Edisi Millenium, Jilid 2, PT Prenhallindo, Jakarta
Philip Kotler dan Gary Amstrong, 1997, Prinsip-Prinsip Pemasaran, Erlangga, Jakarta
170
Tjiptono, Fandy, 2000. Manajemen Jasa. Edisi Pertama, Cetakan
Kedua, ANDI, Yogyakarta
Zeithaml, V.A., and Bitner, M.J., 1996, Service Marketing, The McGraw-Hill Companies, Inc., Singapore.
JURNAL
Ilyoo B, Hong, Hwihyung Cho. (2011). The Impac of Consumer Trust on Atitudinal Loyalty And Purchase Intentions In B2C E-Marketplaces: Intermediary Trust Vs. Seller trust. Collage off bussines administration, Chung-Ang
University, Seoul.
Kim J. Dan, Donald L. Ferrin, H. Raghav Rao. 2008. A Trust-based consumer Dicesion Masking Model in Electronic Commerce: The Role of Trust, Precivied Risk, and Their Antecedents. Dicision Support System 44.
Taleghani, Mohammad, et. Al (2011). “The Role of Relationship Marketing in Customer Orientation Process in the Banking Industry with focus on Loyalty (Case Study: Banking Industry of Iran)”. International Journal of Business and Social Science. 2, 155-166.
REFERENSI WEBSITE / ELEKTRONIK
171
Anonim 2011. Market share jasa kurir di Indoneisa 2010.
[Online]. Tersedia di :
http://www.bataviase.co.id/node/686690 [2012]
Anonim (2010). Data statistic DITJEN SDPPI semester 1 dan 2
tahun 2010. Tersedia di :
http://www.postel.go.id/publikasi_c_44.htm [ Desember
2012]
Anonim Gambaran Umum Perusahaan PT. Pos Indonesia Tersedia di: http://www/posindonesia.co.id [April 2013] Anonim. (2012). PT. Pos Kejar Jadi Market Leader. Tersedia di:
http://www.riaupos.co/berita.php?act=full&id=20144#.Uc1
umjul7Y8 [2013]
Alfin Arifin. (2012). Ekspansi Posindo Pangsa Pasar
Ditargetkan Naik Jadi 17 Percent. Tersedia di :
http://en.bisnis.com/articles/ekspansi-posindo-pangsa-pasar
