REFERENSI. Arndt, J.A. (1967), Role of product-related conversations in the diffusion of a new product,

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1 REFERENSI Arndt, J.A. (1967), Role of product-related conversations in the diffusion of a new product, Journal of Marketing Research, Vol. 4 No. 3, pp Bolton, R.N. (1998), A dynamic model of the duration of the customer s relationship with continuous service provider: the role of satisfaction, Marketing Sciences, Vol. 17 No. 1, pp Carlson, J. and O Cass, A., (2010), Exploring the relationship between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites Journal of Service Marketing, Vol. 24 No. 2/10, pp Engel, J.F., Roger, D.B. and Paul, W.M., (2001). Consumer Behaviior, International Edition, Forth Worth: Dreyden Press. Gallo, R. and McAlister, J. (2003), E-retail Hot Topics, Retail Forward, August, pp Gelb, B. and Johnson, M. (1995), Word-of-mouth communication: causes and consequences, Journal of Health Care Marketing, Vol. 15 No. 3, pp Ghozali, I. (2006), Aplikasi Analisis Multivariate Dengan Program SPSS, Semarang: Badan Penerbit Universitas Diponegoro. Goodman, J. (2005). Treating Your Customers as Your Media Reps. Gujarati, Damodar (2003) Basic Econometrics 4 th ed, New York, McGraw-Hill Companies Inc. Ha, Y. and Im, H., (2012), Role of web site design quality in satisfaction and word of mouth generation, Journal of Service Marketing, Vol. 23 No. 1/12, pp

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3 Lee, G. and Lin, H. (2005), Customer perceptions of e-service quality in online shopping, International Journal of Retail & Distribution Management, Vol. 33 No. 2, pp Matsunaga, M. (2010). How to Factor-Analyze Your Data Right : Do s, Don ts, and How-To s. International Journal of Psychological Research, Vol. 3 No. 1, pp Oliver, R.L. and Swan, J.E. (1989), Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach, Journal of Marketing, Vol. 53, April, pp Osborne, M.J. and Slivinski, Al. (1995). A model of political competition with citizencandidates, The Quartely Journal of Economics, MIT Press, vol 111(1), pp , February. Peterson, A. (2001), Private matters: it seems that trust equals revenue, even online, The Wall Street Journal Europe, special section on e-commerce, Vol. 12, February, p. viii. Ranganathan, C. and Ganapathy, S. (2002), Key dimensions of business-to-consumer web sites, Information and Management, Vol. 39 No. 6, pp Reichheld, F.F. (1996), Learning from customer defections, Harvard Business Review, Vol. 74 No. 2, pp Rogers, M.E. and Kincaid, L.D. (1981). Communication Network Toward a New Paradigm for Research. New York: The Free Press a Division of Macmillan Publishing. Roscoe, J.T. (1975). Fundamental Research Staticts For The Behavioural Sciences, 2 nd ed, New York: Rinehart and Wintston. Sekaran, Uma (2003), Research Method for Business. 4 th ed., New York, John Wiley and Sons, Inc. 72

4 Sekaran, Uma (2010), Research Method for Business. 5 th ed., New York:John Wiley and Sons, Inc,. Sekaran, U. and Bougie, R. (2010), Research Method for Business: A Skill Building Approach, 5 th ed., United Kingdom: John Wiley and Sons, Inc. Singh, M. (2002), E-services and their role in B2C e-commerce, Managing Service Quality, Vol. 12 No. 6, pp Sivadas, E. and Baker-Prewitt, J.L. (2000), An examination of the relationship between service quality, customer satisfaction, and store loyalty, International Journal of Retail & Distribution management, s Vol. 28 No. 2, pp Srinivasan, S.S., Anderson, R. and Ponnavolu, K. (2002), Customer loyalty in e-commerce: an exploration of its antecedents and consequences, Journal of Retailing, Vol. 78 No. 1, pp Szymanski, D.M. and Hise, R.T. (2000), E-satisfaction: an initial examination, Journal of Retailing, Vol. 76 No. 3, pp Tjiptono, F. (2007), Strategi Pemasaran. 2 nd., Andi Yogyakarta. Yoh, E., Damhorst, M.L., Sapp, S. and Laczniak, R. (2003), Consumer adoption of the internet: the case of apparel shopping, Psychology & Marketing, Vol. 20 No. 12, pp

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