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DAFTAR PUSTAKA

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DAFTAR PUSTAKA
DAFTAR PUSTAKA
Andreassen, Lindestad, 1998, “Customer Loyalty and Complex Services: The Impact
of Corporate Image on Quality, Customer Satisfaction, and Loyalty For
Customers with Varying Degrees of Service Expertise”, International
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the Context of Varying Levels of Customer Expertise and Switching Costs”,
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Semarang: Badan Penerbit Universitas Diponegoro.
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Multivariate Data Analysis, 5th Ed., Upper Saddle River, New Jersey:
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Penerbit Erlangga.
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Service Quality in UK Financial Services”, International Journal of
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Measuring Consumer Perception”, Journal of Retailing, Vol. 64, No. 1,
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customer loyalty: practical guideline for casino hotels”. International
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The Journal of Service Marketing, 2004, 18, 6/7 ; ABI / INFORM Global ,
pg. 514.
Universitas Kristen Maranatha
Lamri., Iman, S., Pengaruh Kualitas Pelayanan Terhadap Kepuasan, Minat Perilaku
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Kualitas Fungsional dan Teknikal Terhadap loyalitas Pelanggan Dengan
Keahlian Pelanggan Sebagai variabel Moderasi : Studi Pada Jasa
Penerbangan. Paper presented at Seminar Nasional Sustainable Competitive
Advantage – 1, Universitas Jendral Soedirman, Purwekerto.
Siregar, R . S. Analisis Pengaruh Biaya Peralihan (Switching Cost) Terhadap
Loyalitas Pelanggan Operator Seluler Dari GSM (Global System For Mobile
Communications) ke CDMA (Code Division Multiple Access) Di Kota
Medan, 2009.
Muhamad Saiful Bahri Yusoff (2012). The Dundee Ready Educational Environment
Measure: A Confirmatory Factor Analysis in a Sample of Malaysian Medical
Students.
Universitas Kristen Maranatha
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