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DAFTAR PUSTAKA

Agnihotri, R., Gabler, C. B., Itani, O. S., Jaramillo, F., & Krush, M. T. (2017).

Salesperson ambidexterity and customer satisfaction: examining the role of customer demandingness, adaptive selling, and role conflict. Journal of Personal Selling and Sales Management, 37(1), 27–41.

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Al-alak, B. A. (2014). Impact of marketing activities on relationship quality in the Malaysian banking sector. Journal of Retailing and Consumer Services, 21(3), 347–356. https://doi.org/10.1016/j.jretconser.2013.07.001

Amin, M. (2016). Internet banking service quality and its implication on e- customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280–306.

Bateman, C., & Valentine, S. (2015). The impact of salesperson customer orientation on the evaluation of a salesperson ’ s ethical treatment , trust in the salesperson , and intentions to purchase. Journal of Personal Selling &

Sales Management, (April), 37–41.

https://doi.org/10.1080/08853134.2015.1010538

Cermati.com. (2016a). Asuransi Jiwa_ Pengertian dan Manfaat yang Diberikan_ - Cermati. Retrieved from https://www.cermati.com/artikel/asuransi-jiwa- pengertian-dan-manfaat-yang-diberikan

Cermati.com. (2016b). Perkembangan Perusahaan Asuransi di Indonesia.

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https://www.google.com/amp/s/www.cermati.com/artikel/amp/perkembanga n-perusahaan-asuransi-di-indonesia

Davie, A. A. (2017). Apa yang dimaksud dengan Loyalitas Pelanggan atau Konsumen? Retrieved from dictio.id website: https://www.dictio.id/t/apa- yang-dimaksud-dengan-loyalitas-pelanggan-atau-konsumen/13626/5 Dr. Sandu Siyoto, SKM., M. K., & M. Ali Sodik, M. . (2015). DASAR

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METODOLOGI PENELITIAN (1st ed.; Ayup, Ed.). Yogyakarta: Literasi Media Publishing.

Emaratkar, M., Doshmanziari, E., & Ziaei, M. S. (2018). Studying the Effect of Salespersons’ Characteristics and Relational Selling Behavior on Customers Loyalty. Asian Journal of Management Sciences & Education Vol. 7(1) Jnauary 2018, 7(1), 94–105.

Faza, & Anissa. (2016). UJI KECOCOKAN MODEL / GOODNESS OF FIT INDEX (SEM). Retrieved from EQUILIBRIUM Economic and Computer Science Review website:

https://equilibriumsolution2013.wordpress.com/2016/02/12/uji-kecocokan- model-goodness-of-fit-index-sem/

Hidayah, N. (2018). Konsep Loyalitas Pelanggan. Retrieved from pemasaranpariwisata.com website:

https://pemasaranpariwisata.com/2018/02/14/konsep-loyalitas-pelanggan/

Hidayat, A. (n.d.). Penjelasan Desain Penelitian (Pengantar). Retrieved from statiskian.com website: https://www.statistikian.com/2012/05/desain- penelitian-pengantar.html

Jasfar, F. (n.d.). KUALITAS HUBUNGAN (RELATIONSHIP QUALITY) DALAM JASA PENJUALAN : PENGARUH HUBUNGAN

INTERPERSONAL TENAGA PENJUALAN PADA PERUSAHAAN ASURANSI JIWA. JURNALRISET EKOlVOMI DAN MANAJEMEN, 2, 18–

30.

Kartika Sari, A. D. (2017). STRATEGI PEMASARAN ASURANSI JIWA:

Produk Anyar Bangun Optimisme. Retrieved from Bisnis.com website:

https://kalimantan.bisnis.com/read/20170714/444/671314/strategi- pemasaran-asuransi-jiwa-produk-anyar-bangun-optimisme

Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017).

Integration of standardization and customization: Impact on service quality,

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customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35(November 2016), 91–97.

https://doi.org/10.1016/j.jretconser.2016.11.007

Kaura, V., & Sharma, D. P. S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer

satisfaction. International Journal of Bank Marketing, 33(4).

https://doi.org/10.1108/EUM0000000001122

Kiran, K., & Diljit, S. (2011). Antecedents of customer loyalty : Does service quality suffice. Malaysian Journal of Library & Information Science, 16, 95–

113.

Klingler, K. (2014). Structural Equation Modelling with Latent Variables Evidence from a Monte Carlo Study. Dissertation.

Konečnik Ruzzier, M., Ruzzier, M., & Hisrich, R. (2014). Value, satisfaction and customer loyalty. Marketing for Entrepreneurs and SMEs, (November), 21–

36. https://doi.org/10.4337/9781781955970.00008

Kusmayadi, T. (1990). Relationship Quality Dalam Dimensi. 33–44.

Limbu, B. Y. (2016). Empathy, nonverbal immediacy, and salesperson performance: the mediating role of adaptive selling behavior. Journal of Business & Industrial Marketing.

Murhadi, W. R. (2011). Pemodelan SEM. 1–13. Retrieved from hubla.dephub.go.id/publikasi/Laporan/pemodelan-sem.pdf

Napitupulu, S. K., Ichwan, W. N., Novriansyah, A., & Susilawati, T. (2017).

Kajian Perlindungan Konsumen Sektor Jasa Keuangan : Unit Link. Kajian Perlindungan Konsumen Sektor Jasa Keuangan: Unit Link, 1, 83. Retrieved from www.ojk.go.id

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PELAYANAN PERUMAHAN METRO CILEGON / PT. PERDANA GAPURA PRIMA. Jurnal Sains Manajemen, 3(1), 95–112.

OJK, D. K. (2016a). PERATURAN OTORITAS JASA KEUANGAN NOMOR 69 /POJK.05/2016.

OJK, D. K. (2016b). PERATURAN OTORITAS JASA KEUANGAN NOMOR 73 /POJK.05/2016.

Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality enterprises: a revisit and update. International Journal of Contemporary Hospitality Management, 28(1), 2–35.

https://doi.org/10.1108/IJCHM-04-2015-0167

Prof. Dr. Suryana, Ms. (2012). Metodologi Penelitian : Metodologi Penelitian Model Prakatis Penelitian Kuantitatif dan Kualitatif. Universitas Pendidikan Indonesia, 1–243. https://doi.org/10.1007/s13398-014-0173-7.2

Rahman, M. A., & Ramli, M. F. (2016). The Influence of Relationship Quality on Customer Loyalty in the Dual-Banking System in the Northern States of Peninsular Malaysia. Procedia - Social and Behavioral Sciences, 219, 606–

613. https://doi.org/10.1016/j.sbspro.2016.05.040

Rauyruen, P. (2016). Relationship Quality as a Predictor of B2B Customer loyalty. Retrieved from

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Richie. (2018). Goodness of Fit (GOF) Structural Equation Modeling (SEM).

Retrieved from mobilestatistik.com website:

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Ruswanti, E., & Lestari, W. P. (2016). The Effect of Relationship Marketing towards Customers’ Loyalty Mediated by Relationship Quality (Case Study in Priority Bank in Niaga). DeReMa (Development Research of

Management): Jurnal Manajemen, 11(2), 191.

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https://doi.org/10.19166/derema.v11i2.230

Sarwono, J. (2016). TEORI SEM (STRUCTURAL EQUATION MODEL).

Retrieved from http://www.jonathansarwono.info/sem/sem.html

Susilawati, L. K. P. A., Supriyadi, Widiasavitri, P. N., Tobing, D. H., Astiti, D. P.,

& Rustika, I. M. (2017). Bahan Ajar Teori Dan Konsep Dasar Statistika Dan Lanjut. 1–66.

Wisker, Z. L., & Poulis, A. (2018). Emotional Intelligence – Sales Performance Relationship: A Mediating Role of Adaptive Selling Behaviour.

International Journal of Management and Economics, 43(1), 32–52.

https://doi.org/10.1515/ijme-2015-0002

Yu, T.-W., & Tseng, L.-M. (2016). The role of salespeople in developing life insurance customer loyalty. International Journal of Retail & Distribution Management, 44(1). Retrieved from http://dx.doi.org/10.1108/IJRDM-06- 2014-0074

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