DAFTAR PUSTAKA

Chow, Irene Hau-Siu., Lau, Victor. P., Lo, Thamis Wing-chun., Sha, Zhenquan., dan Yun, He. (2007).
“Service Quality in restaurant operations in China: Decision- and experiential-oriented
perspectives”. Hospitality Management 26, pp. 698-710.

Har, Lily Ko King. (2008). “Service dimensions of service quality impacting customer satisfaction of
fine dining restaurants in Singapore”. UNLV Theses/Dissertations/Professional
Papers/Capstones, pp. 686.

Kheng, Lo Liang., Mosahab, Rahim., Mahamad, Osman., dan Ramayah, T. (2010, November). “The
Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia”.
International Journal of Marketing Studies, Vol. 2, No. 2.

Malhotra, Naresh K. (2011). “Basic Marketing Research : International Edition”. United States.
Pearson.

Mohsan, Faizan., Nawaz, Muhammad Musarrat., Khan, M. Sarfraz., Shaukat, Zeeshan., dan Aslam,
Numan. (2011, September). “Impact of Customer Satisfaction on Customer Loyalty and
Intentions to Switch: Evidence from Banking Sector of Pakistan”. International Journal of
Business and Social Science, Vol. 2 No. 16.

Mosahab, Rahim., Mahamad, Osman., dan Ramayah, T. (2010, Oktober). “Service Quality, Customer
Satisfaction and Loyalty: A Test of Mediation”. International Business Reseach, Vol. 3, No. 4.

Samuel, Hatane., dan Foedjiawati. (2005, Maret). “Pengaruh Kepuasan Konsumen Terhadap
Kesetiaan Merek (Studi Kasus Restoran The Prime Steak & Ribs Surabaya)”. Jurnal
Manajemen & Kewirausahaan, Vol. 7, No. 1, pp. 74-82.

Setiono, Lydia. (2012). “PENGARUH VARIABEL TRUST, PERCEIVED VALUE, BRAND ATTITUDE DAN
CUSTOMER SATISFACTION TERHADAP CUSTOMER LOYALTY PELANGGAN MCDONALDS DRIVE
THRU DI SURABAYA”. Dalam http://journal.wima.ac.id/index.php/JUMMA/article/view/301.
Vol. 1, No. 6. Diunduh pada 6 Desember 2013.

Setiowati, Rini., dan Putri, Andradea. (2012). “The Impact of Perceived Value on Customer
Satisfaction, Loyalty, Recommendation and Repurchase. An Empirical Study of Spa Industry
in Indonesia”. International Conference on Trade, Tourism and Management (ICTTM'2012),
December 21-22, 2012 Bangkok (Thailand).
Tu, Yu-Te., Lin, Shean-Yuh, dan Chang, Yu-Yi. (2011, Nopember). “Relationships among Service
Quality, Costumer Satisfaction and Costumer Loyalty in Chain Restaurant”. Information
Management and Business Review, Vol. 3, No. 5, pp. 270-279.

Wang, I-Ming., dan Shieh, Chich-Jen. (2006). “The relationship between service quality and customer
satisfaction: the example of CJCU library”. Journal of Information & Optimization Sciences,
Vol. 27, No. 1, pp. 193–209.