DAFTAR PUSTAKA. Cooper, D. R., & Schindler P. S., (2014). Business Research Methods, 12 th ed. McGraw-Hill Companies, Inc, New York.

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1 DAFTAR PUSTAKA Amin, S. A., Ahmad. U. N. U & Hui, L. S. (2012), Factors Contributing to Customer Loyalty Towards Telecomunication Service Provider, Journal of Social and Behavioral Sciences, Vol. 40, pp Aydin, S. & Özer, G. (2005), The Analysis of Antecedents of Customer Loyalty in the Turkish Mobile Telecommunication Market, European Journal of Marketing, Vol. 39, No. 7/8, pp Brunner, T. A., Stocklin. M., & Opwis. K. (2008), Satisfaction, Image and Loyalty: New Versus Experienced Customers, European Journal of Marketing, Vol. 42 No. 9/10, pp Burnham, T.A., Frels, J.K. & Mahajan, V. (2003). Consumer Switching Costs: A Typology, Antecedents and Consequences, Journal of the Academy of Marketing Science, Vol. 31, No. 2, pp Caruana, A. (2004), The Impact of Switching Cost on Customer Loyalty : A Study Among Corporate Customer of Mobile Telephony, Journal of Targeting, Measurement and Analysis for Marketing, Vol. 12, No. 3, pp Cengiz., Ekrem., Ayyildiz., & Er. B. (2007), Effects of Image and Advertising Efficiency on Customer Loyalty and Antecedents of Loyalty: Turkish Banks Sample, Journal of Banks and Bank Systems, Vol. 2, No. 1. Chaudhuri, A. & Holbrook, M.B. (2001), The Chain of Effect from Brand Trust and Brand Effect to Brand Performance : The Role of Brand Loyalty, Journal of Marketing, Vol. 65, No. 2, pp Chang et al. (2006) A Study of Service Quality, Customer Satisfaction and Loyalty in Taiwanese Leisure Industry, Journal of America of Business, Cambrige, Vol. 9, No. 1, pp Chen, P. Y., Hitt., & Lorin M. (2001). Measuring Switching Cost and Their Determinants in Internet-Enabled Business: A Study of The Online Brokerage Industry, Published Master s Dissertation, Wharton School, University of Pennsylvania. Cooper, D. R., & Schindler P. S., (2014). Business Research Methods, 12 th ed. McGraw-Hill Companies, Inc, New York. 106

2 Dagger., Tracey. S., & Timothy K.O. (2010), Does Experience Matter? Differences in Relationship Benefits, Satisfaction, Trust, Commitment and Loyalty for Novice and Experienced Service Users, European Journal of Marketing, Vol. 44 No. 9/10, pp Delgado, E., Munuera, J. L., & Jesus, M. (2003). Development and Validation of a Brand Trust Scale, International Journal of Market Research, Vol. 45, pp Dharmmesta, B.S. (1999), Loyalitas Pelanggan: Sebuah Kajian Konseptual sebagai Panduan bagi Peneliti, Jurnal Ekonomi dan Bisnis Indonesia, Vol. 14, No. 3, pp Dowling, G. R. (1994), Corporate Reputations : Strategies for Developing the Corporate Brand, Kogan Page, London. Evans, J. R. & Laskin, R. L. (1994), The Relationship Marketing Process: A Conceptualizationand Applicaton, The Industrial Marketing Management Journal, Vol. 22, pp Flavian, C., Guinalıu, M., & Gurrea, R. (2006), The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty, Journal of Information and Management, Vol. 3, No.43, pp Foster, B. (2008), Manajemen Ritel. Bandung : Alfabeta. Fornell, C. (1992), A National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, Vol. 56, No. 1, pp Foster, Bob Manajemen Ritel. Bandung: Alfabeta. Ghozali, I. (2005). Aplikasi Statistik Multivariat dengan SPSS, Edisi Pertama. Semarang: BP UNDIP. Grönroos, C. (2000), Service Management and Marketing: A Customer Relationship Management Approach, 2 nd ed, John Wiley & Sons, Ltd. Grönroos, C. (2004), The Relationship Marketing Process: Communication, Interaction, Dialogue, Value, The Journal of Business & Industrial Marketing, Vol. 2, pp Hair, et al. (2010), Multivariate Data Analysis, 7 th ed, Pearson Prentice Hall, New Jersey. Hess, M., Ricart, J. E. (2002). Managing Customer Switching Cost: A Framework for Compating in the Networked Environment, Research Paper, University of Navata. 107

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4 Oliver, R. L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill Companies. Inc, New York. Parasuraman, A. Z., Valarie A., & Berry, L. L. (1991), "Refinement and Reassessment of the SERVQUAL Scale", Journal of Retailing, Vol. 67, No. 4, pp Picton., David., & Broderick, A. (2001), Integrated Marketing Communication. Principle & Practice, International Thomson Publications, London. Plank, R. E., & Reid, D. A. (1994). The Mediating Role of Sales Behaviors: An Alternate Perspective of Sales Performance and Effectiveness, Journal of Personal Selling and Sales Management, Vol. 14, No. 2, pp Quoquab, F., Basiruddin. R., Rasid, S. Z. A. (2013), A Structural Look at Service Loyalty: Role of Service Quality, Corporate Image, and Trust, Journal of Competitiveness, Vol. 3. No. 5, pp Rai, A. K & Medha. S. (2013), The Antecedents of Customer Loyalty: an Empirical Investigation in Life Insurance Context, Journal of Competitiveness, Vol. 5, Issue 2, pp Ravald, A. & Gronroos, C. (1996), The Value Concept and Relationship Marketing, European Journal of Marketing, Vol. 30, No. 2, pp Rempel, J. K, Holmes, J. G. & Zana, M. P. (1985), Trust in Close Relationship, Journal of Personality and Social Psychology, Vol. 49, No.1, pp Ruslan, R. (2010). Manajemen Publik Relations dan Media Komunikasi, Konsep & Aplikasinya, Cetakan Kesepuluh, PT. Rajagrafindo Persada, Jakarta. Sekaran, U. (2003), Research Methods for Business: A Skill Building Approach, 4 th ed, John Wiley & Sons, Inc., New York. Souiden., Nizar., & Pons. F. (2009), Product Recall Crisis Management: the Impact On Manufacturer s Image, Consumer Loyalty and Purchase Intention, Journal of Product & Brand Management, Vol. 18, No. 2, pp Sugiyono. (2010). Statistika untuk Penelitian. Alfabeta: Bandung. Singarimbun., & Effendi. (1989). Metode Penelitian Kuantitatif Kualitatif dan R&D Survei. LP3ES: Jakarta. Sirdeshmukh. S., & Sabol. (2002). Consumer Trust, Value and Loyalty in Relational Exchanges, Journal of Marketing, Vol. 66 No. 1, pp

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