Transformasi Pelayanan Untuk Meningkatkan Kepuasan dan Loyalitas: Konteks Kawasan Industri

Agudelo, Mauricio Andrés Latapí, Lára Jóhannsdóttir, and Brynhildur Davídsdóttir. “A Literature Review of The History and Evolution of Corporate Social Responsibility.” International Journal of Corporate Social Responsibility 4, no. 1 (2019). https://doi.org/10.1186/s40991-018-0039-y.

Albrecht, Karl. Service Management. Florida: American Society for Training & Development, 1999.

Aminah, Siti. “Konflik Dan Kontestasi Penataan Ruang Kota Surabaya.” Masyarakat, Jurnal Sosiologi 20, no. 1 (2015): 1–22. https://doi.org/10.7454/MJS.v20i1.1092.

Amorim, P., C. Almeder H. Meyr, and B. Almada-Lobo. “Managing Perishability in Production-Distribution Planning: A Discussion and Review.” Flexible Services and Manufacturing Journal 25 (2013): 389–413. https://doi.org/10.1007/s10696-011-9122-3.

Andreas Leverin, Veronica Liljander. “Does Relationship Marketing Improve Customer Relationship Satisfaction and Loyalty?” International Journal of Bank Marketing 24, no. 4 (2006): 232–51. https://doi.org/10.1108/02652320610671333.

Aykac, Burhan, and Hatice Metin. “The Future of Public Organizations.” Procedia - Social and Behavioral Sciences 62 (2012): 468–72. https://doi.org/10.1016/j.sbspro.2012.09.077.

Babakus, Emin, and Gregory W. Boller. “An Empirical Assessment of the Servqual Scale.” Journal of Business Research 24, no. 3 (1992): 253–68. https://doi.org/10.1016/0148-2963(92)90022-4.

Bahar, Taslim, Ofyan Tamin, BS Kusbiantoro, and Russ Bona Frazila. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Penggunaan Moda Angkutan Umum Informal: Studi Kasus Ojek Sepeda Motor.” In Makalah Simposium XII FSTPT. Universitas Kristen Petra Surabaya, 2009.

Baran, Roger Joseph, Robert J. Galka, and Daniel P. Strunk. Principles of Customer Relationship Management. Mason, Ohio: Thomson/South-Western, 2008.

Bastos, José Augusto Rosa, and Pablo A Muñoz-Gallego. “Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis.” Documentos De Trabajo: Nuevas Tendencias En Dirección De Empresas, 2008, 1–30. https://ideas.repec.org/p/ntd/wpaper/2008-01.html.

Beatty, Sharon E., Pamela Homer, and Lynn R. Kahle. “The Involvement-Commitment Model: Theory and Implications.” Journal of Business Research 16, no. 2 (1988): 149–67. https://doi.org/10.1016/0148-2963(88)90039-2.

Bhattacharjee, Pijush. Human Resource Management and Service Quality. Saarbrucken: LAP Lambert Academic Publishing, 2019. https://my.lap-publishing.com/catalog/details//store/gb/book/978-613-9-45581-2/human-resource-management-and-service-quality.

Bienstock, Carol C., John T. Mentzer, and Monroe Murphy Bird. “Measuring Physical Distribution Service Quality.” Journal of the Academy of Marketing Science 25, no. 1 (1996): 31–44. https://doi.org/10.1177/0092070397251004.

Bitner, Mary Jo, Valarie A. Zeithaml, and Dwayne D. Gremler. “Technology’s Impact on the Gaps Model of Service Quality.” In Handbook of Service Science, edited by Paul P. Maglio, Cheryl A. Kieliszewski, and James C. Spohrer, 197–218. New York: Springer, 2010. https://doi.org/10.1007/978-1-4419-1628-0_10.

Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml. “A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions.” Journal of Marketing Research 30, no. 1 (1993): 7–27. https://doi.org/10.1177/002224379303000102.

Bowen, Howard R., Jean-Pascal Gond, and Peter Geoffrey Bowen. Social Responsibilities of the Businessman. 1st ed. Lowa: The University of Lowa Press, 2013.

Bryson, John R., Jon Sundbo, Lars Fuglsang, and Peter Daniels. Service Management Theory and Practice. London: Palgrave Macmillan Cham, 2020. https://doi.org/10.1007/978-3-030-52060-1.

Burke, Lee, and Jeanne M. Logsdon. “How Corporate Social Responsibility Pays Off.” Long Range Planning 29, no. 4 (1996): 495–502. https://doi.org/10.1016/0024-6301(96)00041-6.

Carman, James M. “Patient Perceptions of Service Quality: Combining the Dimensions.” Journal of Services Marketing 14, no. 4 (2000): 337–52. https://doi.org/10.1108/02689230010363061.

Colgate, Mark, and Bodo Lang. “Switching Barriers in Consumer Markets: An Investigation of the Financial Services Industry.” Journal of Consumer Marketing 18, no. 4 (2001): 332–47. https://doi.org/10.1108/07363760110393001.

Collier, David A. The Service/Quality Solution: Using Management to Gain Competitive Advantage. Puerto Rico: American Society for Quality-Puerto Rico, 1994.

Colombo, George W. Sales Force Automation: Using the Latest Technology to Make Your Sales Force More Competitive. 1st ed. New York: McGraw-Hill, 1994.

Crosby, Philip B. Quality Is Free: The Art of Making Quality Certain. New York: McGraw-Hill, 1979.

Danaher, Peter J. “Customer Heterogeneity in Service Management.” Journal of Service Research 1, no. 2 (1998): 129–39. https://doi.org/10.1177/109467059800100203.

Darsono, Licen Indahwati. “Hubungan Perceived Service Quality Dan Loyalitas: Peran Trust Dan Satisfaction Sebagai Mediator.” Jurnal Bisnis Perspektif 2, no. 1 (2020): 43–57. https://doi.org/10.37477/bip.v2i1.278.

David Finnegan, Leslie P. Willcocks. Implementing CRM: From Technology to Knowledge. New Jersey: John Wiley & Sons, 2007. https://www.wiley.com/en-us/Implementing+CRM%3A+From+Technology+to+Knowledge-p-9780470985403.

Deming, W. Edwards. Quality Productivity and Competitive Position. 1st ed. Massachusetts: Massachusetts Institute Technology, 1982.

Dewi, N.M.A.K. “Hubungan Kualitas Pelayanan Jasa Dengan Tingkat Kepuasan Konsumen.” Universitas Lampung, 2008.

Dhyatmika, A.a. Gde Bagus Wahyu. “Demo Tolak Pabrik Semen Di Pati Rusuh, Ini Imbauan Gubernur.” Tempo, 2015. https://nasional.tempo.co/read/686006/demo-tolak-pabrik-semen-di-pati-rusuh-ini-imbauan-gubernur.

Dick, Alan S., and Kunal Basu. “Customer Loyalty: Toward an Integrated Conceptual Framework.” Journal of the Academy of Marketing Science 22, no. 2 (1994): 99–113. https://doi.org/10.1177/0092070394222001.

Durvasula, Srinivas, Steven Lysonski, and Subhash Mehta. “Testing the Servqual Scale in the Business-ToBusiness Sector: The Case of Ocean Freight Shipping Service.” Journal of Services Marketing 13, no. 2 (1999): 132–50. http://dx.doi.org/10.1108/08876049910266040.

Elkington, John. Cannibals with Forks: The Triple Bottom Line of 21st Century Business. British Columbia: New Society Publishers, 1998.

Engel, James F., Roger D. Blackwell, and Paul W. Miniard. Consumer Behavior. Cambridge, UK: Dryden Press, 1990.

Evans, Joel R., and Richard L. Laskin. “The Relationship Marketing Process: A Conceptualization and Application.” Industrial Marketing Management 23, no. 5 (1994): 439–52. https://doi.org/10.1016/0019-8501(94)90007-8.

Falck, Oliver, and Stephan Heblich. “Corporate Social Responsibility: Doing Well by Doing Good.” Business Horizons 50, no. 3 (2007): 247–54. https://doi.org/10.1016/j.bushor.2006.12.002.

Fornell, Claes. “A National Customer Satisfaction Barometer: The Swedish Experience.” Journal of Marketing 56, no. 1 (1992): 6–21. https://doi.org/10.1177/002224299205600103.

Frederick, William C. Corporation, Be Good! The Story of Corporate Social Responsibility. Indianapolis: Dog Ear Publishing, 2006.

Fullerton, Gordon. “When Does Commitment Lead to Loyalty?” Journal of Service Research 5, no. 4 (2003): 333–44. https://doi.org/10.1177/1094670503005004005.

Garner, Ronald A, and C. William Garner. The Service Consultant: Principles of Service Management and Ownership. Boston: Cengage Learning, 2013.

Garvin, David A. Managing Quality: The Strategic and Competitive Edge. New York: Simon and Schuster, 1988.

Gaspersz, Vincent. Manajemen Kualitas Dalam Industri Jasa. Jakarta: Gramedia, 1997.

Getty, Juliet M., and Kenneth N. Thompson. “The Relationship Between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions.” Journal of Hospitality & Leisure Marketing 2, no. 3 (1995): 1–22. https://doi.org/10.1300/J150v02n03_02.

Goetsch, David, and Stanley Davis. Quality Management for Organizational Excellence: Introduction to Total Quality. 8th ed. London: Pearson, 2015.

Griffin, Jill. Customer Loyalty: How to Earn It, How to Keep It. Hoboken, New Jersey: Jossey-Bass, 2003.

Grönroos, Christian. “A Service Quality Model and Its Marketing Implications.” European Journal of Marketing 18, no. 4 (1984): 36–44. https://doi.org/10.1108/EUM0000000004784.

Gunawan, Laura Sharendova. “Konflik Pertambangan Di Indonesia: Studi Kasus Tambang Emas Martabe Dan Upaya Meningkatkan Partisipasi Masyarakat Dan Penegakan Hukum Dalam Industri Pertambangan.” Jurnal Pendidikan Tambusai 7, no. 1 (2023): 2062–2074. https://doi.org/10.31004/jptam.v7i1.6131.

Hasanah, Emy Yatul, Mudiantono Mudiantono, and Harry Soesanto. “Studi Mengenai Brand Loyalty Dalam Meningkatkan Brand Equity Kartu Prabayar GSM PT. Indosat Kota Semarang.” Jurnal Bisnis Strategi 17, no. 2 (2008): 177–96. https://doi.org/10.14710/jbs.17.2.177-196.

Hawkins, David E. Corporate Social Responsibility: Balancing Tomorrow’s Sustainability and Today’s Profitability. London: Palgrave Macmillan, 2006. https://doi.org/10.1057/9780230625815.

Hayes, Bob E. Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods. Milwaukee, Wisconsin: ASQ Quality Press, 2008.

Haynes, Peter, and Glenda Fryer. “Human Resources, Service Quality and Performance: A Case Study.” International Journal of Contemporary Hospitality Management 12, no. 4 (2000): 240–48. https://doi.org/10.1108/09596110010330813.

Hennig-Thurau, Thorsten, Markus F. Langer, and Ursula Hansen. “Modeling and Managing Student Loyalty: An Approach Based on the Concept of Relationship Quality.” Journal of Service Research 3, no. 4 (2001): 331–44. https://doi.org/10.1177/109467050134006.

Hill, Nigel, John Brierley, and Rob MacDougall. How to Measure Customer Satisfaction. Hampshire: Gower Publishing, 1999.

Hill, Nigel, Greg Roche, and Rachel Allen. Customer Satisfaction: The Customer Experience Through the Customer’s Eyes. Huddersfield: The Leadership Factor, 2007.

Himpunan Kawasan Industri. “Himpunan Kawasan Industri,” 2009. https://hki-industrialestate.com/members.

Hopkins, Michael. Corporate Social Responsibility and International Development: Is Business the Solution? 1st ed. London: Routledge, Taylor & Francis, 2007.

Idayati, Irma, Indrawati Mara Kesuma, Ronal Aprianto, and Suwarno Suwarno. “The Effect of Service Quality on Citizen’s Expectation Through Dimension of Tangible, Emphaty, Reliability, Responsiveness and Assurance (TERRA).” Sriwijaya International Journal of Dynamic Economics and Business 4, no. 3 (2020): 241–52. https://doi.org/10.29259/sijdeb.v4i3.241-252.

Iswoyo, Hari, Katriani Mantja, Nurlina Kasim, and Bidasari Bidasari. “Evaluasi Kondisi Penataan Dan Fungsi Lanskap Kawasan Industri Makassar.” Jurnal Lanskap Dan Lingkungan Volume 1, no. 1 (2023): 27–37. https://journal.unhas.ac.id/index.php/julia/article/view/27345.

J. Joseph Cronin, Jr., and Steven A. Taylor. “Measuring Service Quality: A Reexamination and Extension.” Journal of Marketing 56, no. 3 (1992): 55–68. https://doi.org/10.2307/1252296.

Jayawardhena, Chanaka, Anne L. Souchon, and Andrew M. Farrell. “Outcomes of Service Encounter Quality in Business-to-Business Context.” Industrial Marketing Management 36, no. 5 (2007): 575–88. https://doi.org/10.1016/j.indmarman.2006.02.012.

Joewono, Tri Basuki, and Hisashi Kubota. “User Perceptions of Private Paratransit Operation in Indonesia.” Journal of Public Transportation 10, no. 4 (2007): 99–118. https://doi.org/10.5038/2375-0901.10.4.5.

Johnson, Cathy, and Brian P. Mathews. “The Influence of Experience on Service Expectations.” International Journal of Service Industry Management 8, no. 4 (1997): 290–305. https://doi.org/10.1108/09564239710174381.

Juran, Joseph M. Managerial Breakthrough: The Classic Book on Improving Management Performance. 2nd ed. New York: McGraw-Hill, 1995.

Kakabadse, Nada K., Cecile Rozuel, and Linda Lee-Davies. “Corporate Social Responsibility and Stakeholder Approach: A Conceptual Review.” International Journal of Business Governance and Ethics 1, no. 4 (2005): 277–302. https://doi.org/10.1504/IJBGE.2005.006733.

Kara, Ali, John Spillan, and Oscar W. Deshields. “The Effect of a Market Orientation on Business Performance: A Study of Small-Sized Service Retailers Using MARKOR Scale.” Journal of Small Business Management 43, no. 2 (2005): 105–18. https://doi.org/10.1111/j.1540-627x.2005.00128.x.

Karsono, Karsono. “Pengaruh Customer Satisfaction Dan Trust Terhadap Customer Loyalty Dengan Switching Cost.” Jurnal Bisnis Dan Manajemen 8, no. 1 (2008): 16–18. https://unsla.uns.ac.id/neounsla/index.php?p=show_detail&id=20628&keywords=.

Kong, Raymond, and Michael C. Mayo. “Measuring Service Quality in the Business‐to‐business Context.” Journal of Business & Industrial Marketing 8, no. 2 (1993): 1–15. https://doi.org/10.1108/08858629310041393.

Kotler, Philip. Marketing Management. Location: Prentice Hall, 2000.

Kotler, Philip, and Gary Armstrong. Principles of Marketing. London: Pearson, 2014.

Kumar, V., and Werner Reinartz. Customer Relationship Management: Concept, Strategy, and Tools. Heidelberg: Springer Berlin, 2018. https://doi.org/10.1007/978-3-662-55381-7.

Latief, H. Baharuddin. “Pengaruh Dimensi Servqual Terhadap Dimensi Kualitas Relasional Serta Perannya Dalam Menimbulkan Niat Beli Ulang Dan Loyalitas (Studi Pada Usaha Ritel Di Kota Makassar).” Jurnal Aplikasi Manajemen 10, no. 1 (2012): 142–51. https://jurnaljam.ub.ac.id/index.php/jam/article/view/407.

Laufer, Alexander. Simultaneous Management: Managing Projects in a Dynamic Environment. New York: Amacom Books, 1996.

Lee, Haksik, Yongki Lee, and Dongkeun Yoo. “The Determinants of Perceived Service Quality and Its Relationship with Satisfaction.” Journal of Services Marketing 14, no. 3 (2000): 217–31. https://doi.org/10.1108/08876040010327220.

Lovelock, Christopher H., and Lauren Wright. Principles of Service Marketing and Management. 2nd ed. Upper Saddle River: Prentice Hall, 2002.

Management Association, Information Resources, ed. Corporate Social Responsibility: Concepts, Methodologies, Tools, and Applications. Hershey, Pennsylvania: IGI Global, 2018.

Mardalis, Ahmad. “Meraih Loyalitas Pelanggan.” Benefit: Jurnal Manajemen Dan Bisnis 9, no. 2 (2005): 111–19. https://doi.org/10.23917/benefit.v9i2.1217.

Mittal, Banwari, and Walfried M. Lassar. “Why Do Customers Switch? The Dynamics of Satisfaction Versus Loyalty.” Journal of Services Marketing 12, no. 3 (1998): 177–94. https://doi.org/10.1108/08876049810219502.

Moore, S.Anne, and Bodo B. Schlegelmilch. “Improving Service Quality in an Industrial Setting.” Industrial Marketing Management 23, no. 1 (1994): 83–92. https://doi.org/10.1016/0019-8501(94)90030-2.

Musanto, Trisno. “Faktor-Faktor Kepuasan Pelanggan Dan Loyalitas Pelanggan: Studi Kasus Pada CV. Sarana Media Advertising Surabaya.” Jurnal Manajemen Dan Kewirausahaan 6, no. 2 (2005): 123–36. https://doi.org/10.9744/jmk.6.2.pp. 123-136.

Nursahid, Fajar. Tanggung Jawab Sosial BUMN: Analisis Terhadap Model Kedermawanan Sosial PT Krakatau Steel, PT Pertamina, Dan PT Telekomunikasi Indonesia. New York: Ford Foundation, 2006.

Nursilawati, Emi, Achmad Sudjadi, and Istiqomah Istiqomah. “Pengaruh Dimensi Servqual Terhadap Dimensi Kualitas Relasional Serta Perannya Dalam Menimbulkan Niat Beli Ulang Dan Loyalitas.” Jurnal Ekonomi Perusahaan 14, no. 1 (2007): 1–9.

Okidarsyah, Muhammad. “The Effect of Service Quality, Corporate Image, Customer Satisfaction and Switching Barrier on Customer Loyalty (The Insurance Company Case Study).” Jurnal Teknobisnis 7, no. 1 (2012): 69–76. http://dx.doi.org/10.12962/j24609463.v7i1.2427.

Oliver, Richard L. “Whence Consumer Loyalty?” Journal of Marketing 63, no. 4 (1999): 33–44. https://doi.org/10.1177/00222429990634s105.

Ozturkcan, Selcen, Serkan Aydin, Metin Ates, and Ayse Tansel Cetin. “Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Example of Marmara University Hospital.” In International Congress on Performance and Quality in Health, 1–11, 2009. https://dx.doi.org/10.2139/ssrn.1362601.

Parasuraman, A Parsu, Valarie A. Zeithaml, and Leonard L Berry. “Alternative Scales for Measuring Service Quality—A Comparative-Assessment Based on Psychometric and Diagnostic Criteria.” Journal of Retailing 70, no. 3 (1994): 201–30. https://doi.org/10.1016/0022-4359(94)90033-7.

———. “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research.” Journal of Marketing 58, no. 1 (1994): 111–24. https://doi.org/10.1177/002224299405800109.

Pasopati, Giras. “Nelayan Lokal Tolak Pembangunan Pelabuhan Cilamaya.” CNN Indonesia, 2015. https://www.cnnindonesia.com/ekonomi/20150331125743-92-43209/nelayan-lokal-tolak-pembangunan-pelabuhan-cilamaya.

Petersen, Glen. High-Impact Sales Force Automation: A Strategic Perspective. 1st ed. Florida: CRC Press, 1997.

Petruzzellis, Luca, Angela Maria D’Uggento, and Salvatore Romanazzi. “Student Satisfaction and Quality of Service in Italian Universities.” Managing Service Quality: An International Journal 16, no. 4 (2006): 349–64.

Pheng, Low Sui, and Zhu Rui. Service Quality for Facilities Management in Hospitals. 1st ed. New York: Springer, 2016.

Pitt, Leyland, Michael H. Morris, and Pierre Oosthuizen. “Expectations of Service Quality as an Industrial Market Segmentation Variable.” The Service Industries Journal 16, no. 1 (1996): 1–9. https://doi.org/10.1080/02642069600000001.

Prior, Daniel D., Francis Buttle, and Stan Maklan. Customer Relationship Management: Concepts, Applications and Technologies. Oxfordshire: Routledge, 2024. https://www.routledge.com/Customer-Relationship-Management-Concepts-Applications-and-Technologies/Prior-Buttle-Maklan/p/book/9781032247441.

Purnama, Nursya’bani. Manajemen Kualitas: Perspektif Global. 1st ed. Yogyakarta: Ekonisia, 2006.

Rahajeng, Lutfi Rahmawati Margaining. “Analisis Faktor Yang Mempengaruhi Masuknya Foreign Direct Investment (FDI) Negara Berkembang Di Kawasan ASEAN (Indonesia, Malaysia, Thailand, Kamboja Dan Vietnam) Periode 1995-2014.” Jurnal Ilmiah Mahasiswa Fakultas Ekonomi Dan Bisnis Universitas Brawijaya 4, no. 2 (2015): 1–17. https://jimfeb.ub.ac.id/index.php/jimfeb/article/view/3227.

Rasche, Andreas, Mette Morsing, and Jeremy Moon, eds. Corporate Social Responsibility: Strategy, Communication, Governance. Cambridge, UK: Cambridge University Press, 2017.

———. Corporate Social Responsibility. Cambridge: Cambridge University Press, 2017.

Redman, Tom, and Brian P. Mathews. “Service Quality and Human Resource Management: A Review and Research Agenda.” Personnel Review 27, no. 1 (1998): 57–77. https://doi.org/10.1108/00483489810368558.

Ruyter, Ko de, Martin Wetzels, and Josée Bloemer. “On the Relationship Between Perceived Service Quality, Service Loyalty and Switching Costs.” International Journal of Service Industry Management 9, no. 5 (1998): 436–53. https://doi.org/10.1108/09564239810238848.

Safitri, Fauzia Berliani, Wiwandari Handayani, and Artiningsih Artiningsih. “Kajian Investasi Kota Semarang.” Jurnal Riptek 15, no. 2 (2021): 38–45. https://doi.org/10.35475/riptek.v15i2.132.

Sasser, W. Earl, Richard Paul Olsen, and D. Daryl Wyckoff. Management of Service Operations: Text, Cases, and Readings. Boston: Allyn and Bacon, 1978.

Schneider, Benjamin, and Susan S. White. Service Quality: Research Perspectives. California: Sage Publishing, 2004.

Shamsuddoha, Mohammad, and Mohammed Alamgir. “Loyalty and Satisfaction Construct in Retail Banking - An Empirical Study on Bank Customers.” The Chittagong University Journal of Business Administration 19 (2003): 1–16. https://ssrn.com/abstract=1295427.

Soetjipto, Budi W, and A Usmara. Paradigma Baru Manajemen Sumber Daya Manusia. Yogyakarta: Amara Books, 2002.

Spiller, Achim, Jan Bolten, and Raphael Kennerknecht. “Customer Satisfaction and Loyalty as Success Factors in Organic Food Retailing.” In The 16th Annual World Forum and Symposium: Agribusiness, Food, Health, and Nutrition, 1–17, 2006.

Standfield, Ken. Intangible Management: Tools for Solving the Accounting and Management Crisis. 1st ed. London: Academic Press, 2002.

Suharto, Edi. Analisis Kebijakan Publik: Panduan Praktis Mengkaji Masalah Dan Kebijakan Sosial Dilengkapi Contoh-Contoh Naskah Kebijakan Policy Paper. Bandung: Alfabeta, 2008.

Sulaiman, Fatah, Asep Saefuddin, and Alinda FM Zain. “Strategi Pengelolaan Kawasan Industri Cilegon Menuju Eco Industrial Park.” Jurnal Perencanaan Wilayah Dan Kota 19, no. 2 (2008): 37–57. https://journals.itb.ac.id/index.php/jpwk/article/view/4184.

Sunyoto, Danang. Dasar -Dasar Manajemen Pemasaran. Yogyakarta: Center of Academic Publishing Service, 2013.

Suriyanto, Suriyanto. “Demo Desak Penutupan Freeport Digelar Di Papua Dan Bali.” CNN Indonesia, 2017. https://www.cnnindonesia.com/nasional/20170320144614-20-201452/demo-desak-penutupan-freeport-digelar-di-papua-dan-bali.

Taghian, Mehdi, Clare D’Souza, and Michael Polonsky. “A Stakeholder Approach to Corporate Social Responsibility, Reputation and Business Performance.” Social Responsibility Journal 11, no. 2 (2015): 340–63.

Tiago, Flavio, Teresa Borges-Tiago, and João Couto. “Human Resources Role in Hospitality Service Quality.” In Strategic Innovative Marketing and Tourism, edited by Androniki Kavoura, Efstathios Kefallonitis, and Prokopios Theodoridis, 81–89. New York: Springer, 2020. https://doi.org/10.1007/978-3-030-36126-6_10.

Tjiptono, Fandi, and Gregorius Candra. Service, Quality, and Satisfaction, Andi Offset, Yogyakarta. Yogyakarta: Andi Offset, 2005.

Tjiptono, Fandy. Brand Manajement and Strategi. Yogyakarta: Andi, 2005.

Vandaele, D., and P. Gemmel. “Development of a Measurement Scale for Business-To-Business Service Quality: Assessment in the Facility Services Sector.” Ghent, 2004.

Wahyudi, Isa, and Busyra Azheri. Corporate Social Responsibility: Prinsip, Pengaturan, Dan Implementasi. Malang: Kerjasama In-Trans Institute dan Inspire, 2008.

Wibisono, Yusuf. Membedah Konsep Dan Aplikasi CSR: Corporate Social Responsibility. Gresik: Fascho Publishing, 2007.

Wibowo, Herry Arianto Lestari. “Pengaruh Relationship Marketing Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada PT Astra Internasional.” Jurnal Aplikasi Manajemen 7, no. 4 (2009): 818–23. https://jurnaljam.ub.ac.id/index.php/jam/article/view/180.

Winarto, Winarto. “Persepsi Kualitas Layanan Warung Internet Di Kota Medan.” Jurnal Ilmiah Methonomi 3, no. 2 (2017): 107–15. https://ejurnal.methodist.ac.id/index.php/methonomi/article/view/1007.

Wirat, Wirat. “Analisis Pengaruh Kinerja Pelayanan Terhadap Kepuasan Dan Loyalitas Palanggan Industrial.” Universitas Brawijaya Malang, 2007.

Yamit, Zulian. Manajemen Produksi Dan Operasi. 2nd ed. Yogyakarta: Ekonisia, 2007.

Zahara, Zakiyah. “Penerapan Relationship Marketing Dalam Membangun Hubungan Kemitraan Antara Nasabah Dan Bank Syari’ah.” Jurnal Aplikasi Manajemen 9, no. 2 (2011): 627–40. https://www.jurnaljam.ub.ac.id/index.php/jam/article/view/255.

Zeithaml, V. A, M. J Bitner, and D. D. Gremler. Services Marketing: Integrating Customer Focus Across the Firm. 5th ed. Singapore: McGraw-Hill and Irwin, 2009.

Zeithaml, V.A., and M.J. Bitner. Services Marketing: Integrating Customer Focus Across the Firm. 2nd ed. Boston: McGraw-Hill, 2000.

Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman. “The Behavioral Consequences of Service Quality.” Journal of Marketing 60, no. 2 (1996): 31–46. https://doi.org/10.2307/1251929.