THE IMPACT OF CUSTOMER SATISFACTION TOWARDS Page 86 of 89
CUSTOMER LOYALTY: A CASE STUDY OF LION AIR GROUP
Muhammad Fakhri REFERENCES
Ainiyah, Nur, (2016), The Classical Assumption Test to Driving Factors of Land Cover Change in the Development Region of Northern Part of West Java, The International Archives of the Photogrammetry, Remote Sensing and Spatial Information Sciences, Volume XLI-B6, 2016
Al-Msallam, Samaan (2015), The Relationship between Customer Satisfaction and Customer Loyalty in the Banking Sector in Syria, Journal of Marketing and Consumer Research, Vol.7, 2015
Asdhiana, I Made, 2012. Money Kompas. [Online] Available at:
ashttps://money.kompas.com/read/2012/01/06/21272328/semester.ii.2011.otp.maskap ai.penerbangan.anjlok
[Accessed 6 January 2012]
Esu, Basseu Benjamin (2014), Social Media Micromarketing and Customers’ Satisfaction of Domestic Airlines in Nigeria
Feriyanto, (2016), The Effects of Product Innovation and Brand Equity on the Competitive Advantage of D’Barleys Bakery & Restaurant Pangkalpinang, Universitas Bangka Belitung
Ganiyu, Rahim Ajao (2012), Is Customer Satisfaction an Indicator of Customer Loyalty?, Australian Journal of Business and Management Research, Vol.2 No.07
Ghozali, Imam, (2016), Aplikasi Analisis Multivariete Dengan Program IBM SPSS 23 (Edisi 8), Cetakan ke VIII,Semarang : Badan Penerbit Universitas Diponegoro
Gunadi, Ariawan (2016), Current Indonesian Air Transportation, Journal of Applied Chemistry, Volume 9, Issue 10 Ver. II (October. 2016), PP 12-31
Hegazy, Fadia M, (2014), The Influence of Knowledge Management on Organizational Business Processes’and Employees’ Benefits, International Journal of Business and Social Science, Vol. 5 No. 1; January 2014
Hidayat, Anwar, 2016. Statistikian [Online]
Available at: https://www.statistikian.com/2016/05/mengatasi-outlier-dengan-spss.html [Accessed 22 May 2016]
THE IMPACT OF CUSTOMER SATISFACTION TOWARDS Page 87 of 89
CUSTOMER LOYALTY: A CASE STUDY OF LION AIR GROUP
Muhammad Fakhri
Iswayanti, Ika Putri, (2010), Analisis Pengaruh Kualitas Produk, Kualitas, Layanan, Harga, dan Tempat Terhadap Keputusan Pembelian (Studi pada Rumah Makan “Soto Angkring Mas Boed” di Semarang), Universitas Diponegoro Semarang
Kandampully, Jay (2014), Customer Loyalty: A Review and Future Directions with A Special Focus on the Hospitality Industry, International Journal of Contemporary Hospitality Management, Vol. 27 No. 3, 2015, pp. 379-414
Karim, Rashed Al (2014), Customer Satisfaction on Service Quality in Private Commercial Banking Sector in Bangladesh, European Centre for Research Training and Development UK, Vol.2, No.2, pp.1-11, June 2014
Kaura, Vinita Ch. S. (2015), Service Quality, Service Convenience, Price and Fairness, Customer Loyalty, and Mediating Role of Customer Satisfaction, International Journal of Bank Marketing, Vol. 33 No. 4, pp. 404-422
Khan, Inamullah (2012), Impact of Customers Satisfaction and Customers Retention on Customer Loyalty, International Journal of Scientific & Technology Research Volume 1, Issue 2, March 2012
Komunda, Mabel (2012), Remedy or Cure for Service Failure? Effects of Service Recovery on Customer Satisfaction and Loyalty, Business Process Management Journal, Vol. 18 No.
1, 2012 pp. 82-103
Kursunluoglu, Emel (2014), Shopping Centre Customer Service: Creating Customer Satisfaction and Loyalty, Marketing Intelligence & Planning, Vol. 32 No. 4, pp. 528- 548
Kwak, Sang Kyu (2017), Statistical Data Preparation: Management of Missing Values and Outliers, Korean Journal of Anesthesiology 2017, 70 (4): 407-411
Magatef, Sima Ghaleb (2015), The Impact of Customer Loyalty Programs on Customer Retention, International Journal of Business and Social Science, Vol. 6, No. 8(1);
August 2015
Marsha, Andrea, (2015), The Impact of Plaza Indonesia Shopping Mall’s Attributes toward Customers’ Satisfaction, iBuss Management Vol. 3, No. 2, (2015) 49-57
Picón, Araceli (2013), The Relationship Between Satisfaction and Loyalty: A Mediator Analysis, Journal of Business Research, Elsevier, vol. 67(5), pages 746-751
Pourian, Mohammad Javad Taghi (2015), Loyalty: From Single-Stage Loyalty to Four-Stage Loyalty, International Journal of New Technology and Research, Volume-1, Issue-6, October 2015 Pages 48-51
THE IMPACT OF CUSTOMER SATISFACTION TOWARDS Page 88 of 89
CUSTOMER LOYALTY: A CASE STUDY OF LION AIR GROUP
Muhammad Fakhri
Ringle, M. Christian (2011), Customer Satisfaction with Commercial Airlines: The Role of Perceived Safety and Purpose of Travel, The Journal of Marketing Theory and Practice, Volume 19, 2011 - Issue 4, Pages 459-472
Rosmayanti, Dian Riski, 2018. Harnas CO. [Online]
Available at: http://harnas.co/2018/01/17/lion-air-group-dongkrak-penumpang [Accessed 18 January 2018]
Safi, Fidaa O D, (2017), The Relationship between Customer Satisfaction and Customer Loyalty: Emotional Brand Image as a Moderating Variable “An applied Study on(Airtel) for Telecom Services in India", International Journal of Scientific and Research Publications, Volume 7, Issue 6, June 2017
Saleem, Hamad (2014), The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image: Evidence from Hotel Industry of Pakistan, Middle-East Journal of Scientific Research, 19(5):706-711
Santoso, A, (2010), Studi Deskriptif Effect Size Penelitian-Penelitian Di Fakultas Psikologi Universitas Sanata Dharma. Jurnal Penelitian 14(I). Hlm. 1-17
Schindler, Pamela (2014), Business Research Methods, McGraw-Hill Education
Shanka, Mesay Sata (2012), Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector, Journal of Business Administration and Management Sciences Research Vol. 1(1), pp. 001-009, December, 2012
Shiotani, Shayaka (2013), Low-Cost Carriers in Japan: Challenges and Paths to Success -Using A Corporate Simulation Model for Empirical Analysis, Massachusetts Institute of Technology (p. 195-205)
Skytrax, 2018. Airline Equality. [Online]
Available at: https://www.airlinequality.com/airline-reviews/lion-air/
[Accessed 18 July 2018]
Srivastava, Mala (2014), Social Interaction, Convenience and Customer Satisfaction: The Mediating Effect of Customer Experience, Journal of Retailing and Consumer Services, Volume 21, Issue 6, November 2014, Pages 1028-1037
Susanty, Farida, 2016. The Jakarta Post. [Online]
Available at: https://www.thejakartapost.com/news/2016/01/07/lion-air-under-scrutiny- delays-ongoing-cases.html
[Accessed 7 January 2016]
THE IMPACT OF CUSTOMER SATISFACTION TOWARDS Page 89 of 89
CUSTOMER LOYALTY: A CASE STUDY OF LION AIR GROUP
Muhammad Fakhri Taufiqqurahman, Muhammad, 2015. News Detik. [Online]
Available at: https://news.detik.com/berita/d-3103521/masuk-22-maskapai-terburuk-versi- skytrax-apa-kata-lion-air
[Accessed 23 December 2015]
Tweneboah-Koduah, Ernest Yaw (2015), Relationship between Customer Satisfaction and Customer Loyalty in the Retail Banking Sector of Ghana, International Journal of Business and Management; Vol. 11, No. 1; 2016
V. Wiratna, Sujarweni, (2014), SPSS untuk Penelitian, Yogyakarta: Pustaka Baru Press, 2014, hal. 55