DAFTAR PUSTAKA A. Usmara, (2003), Strategi Baru Manajemen Pemasaran. Yogyakarta: Amoro Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Di Klinik Spesialis Graha Amanah.
DAFTAR PUSTAKA
A. Usmara, (2003), Strategi Baru Manajemen Pemasaran. Yogyakarta: Amoro
Book.
Aditia, I., Suhaji., (2012). “Faktor-Faktor yang Mempengaruhi Kepuasan
Pelanggan pada UD Pandan Wangi Semarang”, Jurnal STIE Widya
Maggala. Vol.1 (1), Pp. 1-19. 2.
Aditia, Indra dan Suhaji., (2012). “Faktor-Faktor Yang Mempengaruhi Kepuasan
Pelanggan Pada UD Pandan Wangi Semarang”. Jurnal Manajemen:
Sekolah Tinggi Ilmu Ekonomi Widya Manggala.
Agung, Utama., (2003). “Analisis Pengaruh Persepsi Kualitas Pelayanan
Terhadap Kepuasan Pelanggan Rumah Sakit Umum Cakra Husada
Klaten”. Staf Pengajar Fakultas Ekonomi UPN “Veteran” Yogyakarta,
OPSI, Vol. 1, No. 2, Desember 2003: 96 – 110 ISSN 1693 — 2102.
Agung, Utama., (2003). “Analisis Pengaruh Persepsi Kualitas Pelayanan
Terhadap Kepuasan Pelanggan Rumah Sakit Umum Cakra Husada
Klaten”, Fakultas Ekonomi UPN'Veteran” Yogyakarta. ISSN 1693 —
2102 OPSI, Vol. 1, No. 2,: 96 – 110.
Anonimous., (2008). Susenas (Survei Sosial Ekonomi Nasional) Propinsi jawa
Tengah 2008. Badan Pusat Statistik Propinsi Jawa Tengah. Semarang.
Aw, Suranto., (2010). Komunikasi Sosial Budaya, Graha Ilmu, Yogyakarta.
Basu Swastha Dharmmesta, T. Hani Handoko, 2000, Manajemen Pemasaran “
Analisa perilaku konsumen. Edisi pertama cetakan ketiga.
BPFEYogyakarta, Yogyakarta
Berry, L. Leonard, and Parasuraman A., (1991). A Marketing services. New york:
The Free Press.
Budiharto.2010. Pengantar Ilmu Perilaku Kesehatan dan Pendidikan Kesehatan
Gigi. EGC.Jakarta.
Caruana, A., (2002). Service Loyalty The Effects of Service Quality and The
Mediating Role of Customer Satisfaction. European Journal of
Marketing, 36.
Chiu, K. H., & Hsu, C. L., (2010), “Research on the connections between
corporate social responsibility and corporation image in the risk
society: Take the mobile telecommunication industry as an example”,
International Journal of Electronic Business Management, Vol. 8 No.
3, pp. 183-194.
82
83
Dawn, Jacobucci, and Amy, Ostrom., (1995). “Distinguishing Service Quality and
Customer Satisfaction: The Voice of the Consumer”. Department of
Marketing Kellogg Graduate School of h4anageinent. Northwestern
UniversityJournal Of Consumer Psychology, 4(3), 277-303.
Dewan Perwakilan Rakyat Republik Indonesia. Undang-undang nomor 44 tahun
2009 tentang rumah sakit. Jakarta, 2009.
Dwi, Aryani, Dan Febrina, Rosinta., (2010). “Pengaruh Kualitas Layanan
terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas
Pelanggan. Bisnis & Birokrasi”, Jurnal Ilmu Administrasi dan
Organisasi, hlm. 114-126, ISSN 0854-3844.
Fandy, Tjiptono., (2000). Perspektif Manajemen Dan Pemasaran Kontenporer,
Yokyakarta. ANDI
Fandy, Tjiptono., (2002). Strategi Pemasaran. Yogyakarta : Penerbit Andi.
Fandy, Tjiptono., (2004). Strategi Pemasaran, Edisi Kedua, Andi Yogyakarta.
Fandy, Tjiptono., (2006). Manajemen Jasa . Edisi Pertama. Yogyakarta : Andi.
Flavian, C., Guinaliu, M. & Torres, E., (2005), “The influence of corporate image
oh consumer trust: a comparative analysis in traditional versus internet
banking”, Internet Research, Vol. 15 No. 4, pp. 447-71.
Ghozali, Imam., (2005). Aplikasi Analisis Multivariate dengan program SPSS,
Badan Penerbit Universitas Diponegoro, Semarang.
Giese, Cote. (2000). Academy of Marketing Science Review. Defining Consumer
Satisfaction. Vol 2000 No. 1 Available http:// www. amsreview.org/
articlesgiese01-2000.pdf.
Golberg, AJ., Buttaro, R.A., (1990). Hospital Departement Profiles, Edisi Ketiga,
American Hospital Association.
Hawkins, D, Mothersbaugh, D, & Best, R (2007). Consumer Behavior : Building
Marketing Strategy. New York City: McGraw-Hill.
Herman, Sudirman, Nizmayanun., (2016). “Hubungan Kualitas Pelayanan
Kesehatan Dengan Kepuasan Pasien Rawat Jalan Di Puskesmas
Lembasada Kabupaten Donggala”. Jurnal. Fakultas Kedokteran Dan
Ilmu Kesehatan Universitas Tadulako.
Irsansyah Putra, Putiri Bhuana Katili, Faula Arina., (2013). “Pengaruh Kualitas
Pelayanan Terhadap Persepsi Dan Kepuasan Pasien dalam
Meningkatkan Loyalitas Pasien”. Jurnal Teknik Industri, Vol.1, No.1,
pp.41-47 ISSN 2302-495X.
84
James, Ndambuki., (2013). “The level of patients’ satisfaction and perception on
quality of nursing services in the Renal unit, Kenyatta National
Hospital Nairobi, Kenya”.
School of Nursing Sciences, The
University of Nairobi, Nairobi, Kenya Open Journal of Nursing, 3,
186-194.
John, J., (1992). Patient Satisfaction: “The Impact of Past Exdperience”. JHCM.
Vol 12. No. 3. pp 56-64.
Kotler, Philip. 1997. Marketing Management Analysis, Planning, Implementation
and Control (9th ed.). New Jersey: Prentice Hall International, Inc.
Kotler, Philip. 2000. Marketing Management “Product Differentiation”. New
Jersey: Prentice Hall International, Inc.
Kotler, Philip., (2005). Manajemen Pemasaran Jilid 1 (11th ed.) (Benyamin
Molan, Penerjemah). Jakarta: PT. Indeks.
Kotler, Amstrong. 2001. Prinsip-prinsip pemasaran, Edisi keduabelas, Jilid 1.
Jakarta: Erlangga.
Laith, Alrubaiee., (2011). The Mediating Effect of Patient Satisfaction in the
Patients' Perceptions of Healthcare Quality – Patient Trust Relationship.
International Journal of Marketing Studies Vol. 3, No. 1; February.
Like J. Mumu, Grace D. Kandou, Diana V. Doda., (2015). Analisis Faktor-Faktor
Yang Berhubungan Dengan Kepuasan Pasien di Poliklinik Penyakit
Dalam RSUP Prof. Dr. R.D. Kandou Manado. Jurnal. Program
Pascasarjana Universitas Sam Ratulangi Manado, Fakultas Ilmu
Kesehatan Masyarakat Universitas Sam Ratulangi.
Lupiyoadi.R. dan Hamdani.A, (2006). Manajemen Pemasaran Jasa. Jakarta:
Salemba Empat.
Lupiyoadi, Rambat. (2001). Manajemen Pemasaran Jasa . Jakarta: Salemba
Empat.
Menteri Kesehatan, R.I., (2011). Peraturan Menteri Kesehatan Republik Indonesia
Nomor 028/Menkes/Per/I/2011 Tentang Klinik.
Nooria, Widoningsih., (2008). Pengaruh Persepsi Kualitas Jasa Pelayanan
Terhadap Kepuasan dan Loyalitas Pelanggan di RSU Saras Husada
Purworejo. Skripsi (Tidak Diterbitkan). Fakultas Psikologi.
Universitas Muhammadiyah Surakarta.
Odgerel, Chimed-Ochir., (2012). Patient satisfaction and service quality
perception at district hospitals in Mongolia. Ritsumeikan Journal of
Asia Pacific Studies Volume 31.
85
Oliver, R.L., (1980). A Cognitive Model of The Antecedents and Consequences of
Satisfaction Decisions. Journal of Marketing Research, 17.
Parasuraman, A., L.L. Berry, And V.A Zeithaml (1991), Refinement And
Reassessment Of The Servqual Scale, Journal Of Retailing, Vol.67,
No.4, Winter, Pp. 420-450.
Philip, Kotler., (1997). Dasar-Dasar Pemasaran – Principles of marketing, edisi
VII, Jakarta.
Pohan, Imbolo., (2007). Jaminan Mutu Layanan Kesehatan. Penerbit Buku
Kedokteran. ECG, Jakarta. 4.
Rangkuti, Freddy., (2002). Measuring Customer Satisfaction Teknik Mengukur
dan Strategi Meningkatkan Kepuasan Pelanggan dan Analisis Kasus
PLN-JP. PT. Gramedia Pustaka Utama, Jakarta
Richard, L. Oliver., (1980). A Cognitive Model of the Antecedents and
Consequences of Satisfaction Decisions. Journal of Marketing
Research, American Marketing Association. Vol. 17, No. 4. pp. 460469.
S.M. Irfan, Aamir Ijaz and M.M. Farooq., (2012). Patient Satisfaction and Service
Quality of Public Hospitals in Pakistan: An Empirical Assessment.
Middle-East Journal of Scientific Research 12 (6): 870-877. ISSN
1990-9233
Sabarguna, BS., (2008). QualityAssurance Pelayanan Rumah Sakit Edisi Revisi,
CV. Sagung Seto, Jakarta.
Sekaran, Uma (2003). Research Methods For Business: A Skill Building Aproach,
New York-USA: John Wiley and Sons, Inc
Silalahi, Ulber., (2009). Metode Penelitian Sosial. Bandung; PT. Refika Aditama.
Soemirat, Soleh & Ardianto, Elvinaro, 2007, Dasar-Dasar Public Relations,
Bandung, Rosdakarya
Sugiyono (2010), Metode Penelitian BisnisEdisi V, Bandung : CV IKAP.
Sugiyono, (2008). Metode Penelitian Kunatitatif Kualitatif dan R&D. Bandung
Alfabeta.
Suryawati., (2004). Teori Ekonomi Mikro. UPP. AMP YKPN. Yogyakarta.
Tjiptono, Fandi dan Gregorius Candra. 2005. Service, Quality, and Satisfaction.
Yogyakarta: Andi.
Tjiptono, Fandi., (1996). Pemasaran Jasa, Malang: Banyumedia, Publishing.
86
Tjiptono, Fandy, 2008,Strategi Pemasaran, Edisi 3, ANDI: Yogyakarta
Wathek, S, Ramez., (2012). Patients' Perception of Health Care Quality,
Satisfaction and Behavioral Intention: An Empirical Study in Bahrain.
College of Business and Finance Ahlia University, Bahrain
International Journal of Business and Social Science Vol. 3 No. 18
Special Issue.
Wijono, Djoko., (1999). Manajemen Mutu Pelayanan Kesehatan Vol. 2.
Airlangga University Press. Surabaya, xxxviii + 1383 hlm.
Yamit, Zulian., (2002). Manajemen Kualitas Produk dan Jasa, Penerbit Ekonesia,.
Yogyakarta.
Zeithaml V.A., A. Parasuraman, and L.L. Berry (1990). “Delivery Quality Service
Balancing Costumer Perseptions and Expectation”. New York: The
Free Press P.46.
Zeithaml, V. A., (1988). Consumer Perception Of Price, Quality, And Value: A
Means-End Model And Synthesis Of Evidence, Journal Of Marketing,
52, Pp. 2-11.
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The Behavioral
Consequences of Service Quality. Journal of Marketing, 60.
Zeithaml, V.A., L.L. Berry, And A.Parasuraman (1993). The Nature And
Determinan Of Custumer Expectations Of Service, Journal Of
Academy Of Marketing Science, Vol. 21, No. 1, pp. 1-12.
Zeithaml, Valarie A and Mary Jo Bitner. (2000). Service Marketing. Singapore:
Mc Graw-Hill Companies Inc.: 3-287.
A. Usmara, (2003), Strategi Baru Manajemen Pemasaran. Yogyakarta: Amoro
Book.
Aditia, I., Suhaji., (2012). “Faktor-Faktor yang Mempengaruhi Kepuasan
Pelanggan pada UD Pandan Wangi Semarang”, Jurnal STIE Widya
Maggala. Vol.1 (1), Pp. 1-19. 2.
Aditia, Indra dan Suhaji., (2012). “Faktor-Faktor Yang Mempengaruhi Kepuasan
Pelanggan Pada UD Pandan Wangi Semarang”. Jurnal Manajemen:
Sekolah Tinggi Ilmu Ekonomi Widya Manggala.
Agung, Utama., (2003). “Analisis Pengaruh Persepsi Kualitas Pelayanan
Terhadap Kepuasan Pelanggan Rumah Sakit Umum Cakra Husada
Klaten”. Staf Pengajar Fakultas Ekonomi UPN “Veteran” Yogyakarta,
OPSI, Vol. 1, No. 2, Desember 2003: 96 – 110 ISSN 1693 — 2102.
Agung, Utama., (2003). “Analisis Pengaruh Persepsi Kualitas Pelayanan
Terhadap Kepuasan Pelanggan Rumah Sakit Umum Cakra Husada
Klaten”, Fakultas Ekonomi UPN'Veteran” Yogyakarta. ISSN 1693 —
2102 OPSI, Vol. 1, No. 2,: 96 – 110.
Anonimous., (2008). Susenas (Survei Sosial Ekonomi Nasional) Propinsi jawa
Tengah 2008. Badan Pusat Statistik Propinsi Jawa Tengah. Semarang.
Aw, Suranto., (2010). Komunikasi Sosial Budaya, Graha Ilmu, Yogyakarta.
Basu Swastha Dharmmesta, T. Hani Handoko, 2000, Manajemen Pemasaran “
Analisa perilaku konsumen. Edisi pertama cetakan ketiga.
BPFEYogyakarta, Yogyakarta
Berry, L. Leonard, and Parasuraman A., (1991). A Marketing services. New york:
The Free Press.
Budiharto.2010. Pengantar Ilmu Perilaku Kesehatan dan Pendidikan Kesehatan
Gigi. EGC.Jakarta.
Caruana, A., (2002). Service Loyalty The Effects of Service Quality and The
Mediating Role of Customer Satisfaction. European Journal of
Marketing, 36.
Chiu, K. H., & Hsu, C. L., (2010), “Research on the connections between
corporate social responsibility and corporation image in the risk
society: Take the mobile telecommunication industry as an example”,
International Journal of Electronic Business Management, Vol. 8 No.
3, pp. 183-194.
82
83
Dawn, Jacobucci, and Amy, Ostrom., (1995). “Distinguishing Service Quality and
Customer Satisfaction: The Voice of the Consumer”. Department of
Marketing Kellogg Graduate School of h4anageinent. Northwestern
UniversityJournal Of Consumer Psychology, 4(3), 277-303.
Dewan Perwakilan Rakyat Republik Indonesia. Undang-undang nomor 44 tahun
2009 tentang rumah sakit. Jakarta, 2009.
Dwi, Aryani, Dan Febrina, Rosinta., (2010). “Pengaruh Kualitas Layanan
terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas
Pelanggan. Bisnis & Birokrasi”, Jurnal Ilmu Administrasi dan
Organisasi, hlm. 114-126, ISSN 0854-3844.
Fandy, Tjiptono., (2000). Perspektif Manajemen Dan Pemasaran Kontenporer,
Yokyakarta. ANDI
Fandy, Tjiptono., (2002). Strategi Pemasaran. Yogyakarta : Penerbit Andi.
Fandy, Tjiptono., (2004). Strategi Pemasaran, Edisi Kedua, Andi Yogyakarta.
Fandy, Tjiptono., (2006). Manajemen Jasa . Edisi Pertama. Yogyakarta : Andi.
Flavian, C., Guinaliu, M. & Torres, E., (2005), “The influence of corporate image
oh consumer trust: a comparative analysis in traditional versus internet
banking”, Internet Research, Vol. 15 No. 4, pp. 447-71.
Ghozali, Imam., (2005). Aplikasi Analisis Multivariate dengan program SPSS,
Badan Penerbit Universitas Diponegoro, Semarang.
Giese, Cote. (2000). Academy of Marketing Science Review. Defining Consumer
Satisfaction. Vol 2000 No. 1 Available http:// www. amsreview.org/
articlesgiese01-2000.pdf.
Golberg, AJ., Buttaro, R.A., (1990). Hospital Departement Profiles, Edisi Ketiga,
American Hospital Association.
Hawkins, D, Mothersbaugh, D, & Best, R (2007). Consumer Behavior : Building
Marketing Strategy. New York City: McGraw-Hill.
Herman, Sudirman, Nizmayanun., (2016). “Hubungan Kualitas Pelayanan
Kesehatan Dengan Kepuasan Pasien Rawat Jalan Di Puskesmas
Lembasada Kabupaten Donggala”. Jurnal. Fakultas Kedokteran Dan
Ilmu Kesehatan Universitas Tadulako.
Irsansyah Putra, Putiri Bhuana Katili, Faula Arina., (2013). “Pengaruh Kualitas
Pelayanan Terhadap Persepsi Dan Kepuasan Pasien dalam
Meningkatkan Loyalitas Pasien”. Jurnal Teknik Industri, Vol.1, No.1,
pp.41-47 ISSN 2302-495X.
84
James, Ndambuki., (2013). “The level of patients’ satisfaction and perception on
quality of nursing services in the Renal unit, Kenyatta National
Hospital Nairobi, Kenya”.
School of Nursing Sciences, The
University of Nairobi, Nairobi, Kenya Open Journal of Nursing, 3,
186-194.
John, J., (1992). Patient Satisfaction: “The Impact of Past Exdperience”. JHCM.
Vol 12. No. 3. pp 56-64.
Kotler, Philip. 1997. Marketing Management Analysis, Planning, Implementation
and Control (9th ed.). New Jersey: Prentice Hall International, Inc.
Kotler, Philip. 2000. Marketing Management “Product Differentiation”. New
Jersey: Prentice Hall International, Inc.
Kotler, Philip., (2005). Manajemen Pemasaran Jilid 1 (11th ed.) (Benyamin
Molan, Penerjemah). Jakarta: PT. Indeks.
Kotler, Amstrong. 2001. Prinsip-prinsip pemasaran, Edisi keduabelas, Jilid 1.
Jakarta: Erlangga.
Laith, Alrubaiee., (2011). The Mediating Effect of Patient Satisfaction in the
Patients' Perceptions of Healthcare Quality – Patient Trust Relationship.
International Journal of Marketing Studies Vol. 3, No. 1; February.
Like J. Mumu, Grace D. Kandou, Diana V. Doda., (2015). Analisis Faktor-Faktor
Yang Berhubungan Dengan Kepuasan Pasien di Poliklinik Penyakit
Dalam RSUP Prof. Dr. R.D. Kandou Manado. Jurnal. Program
Pascasarjana Universitas Sam Ratulangi Manado, Fakultas Ilmu
Kesehatan Masyarakat Universitas Sam Ratulangi.
Lupiyoadi.R. dan Hamdani.A, (2006). Manajemen Pemasaran Jasa. Jakarta:
Salemba Empat.
Lupiyoadi, Rambat. (2001). Manajemen Pemasaran Jasa . Jakarta: Salemba
Empat.
Menteri Kesehatan, R.I., (2011). Peraturan Menteri Kesehatan Republik Indonesia
Nomor 028/Menkes/Per/I/2011 Tentang Klinik.
Nooria, Widoningsih., (2008). Pengaruh Persepsi Kualitas Jasa Pelayanan
Terhadap Kepuasan dan Loyalitas Pelanggan di RSU Saras Husada
Purworejo. Skripsi (Tidak Diterbitkan). Fakultas Psikologi.
Universitas Muhammadiyah Surakarta.
Odgerel, Chimed-Ochir., (2012). Patient satisfaction and service quality
perception at district hospitals in Mongolia. Ritsumeikan Journal of
Asia Pacific Studies Volume 31.
85
Oliver, R.L., (1980). A Cognitive Model of The Antecedents and Consequences of
Satisfaction Decisions. Journal of Marketing Research, 17.
Parasuraman, A., L.L. Berry, And V.A Zeithaml (1991), Refinement And
Reassessment Of The Servqual Scale, Journal Of Retailing, Vol.67,
No.4, Winter, Pp. 420-450.
Philip, Kotler., (1997). Dasar-Dasar Pemasaran – Principles of marketing, edisi
VII, Jakarta.
Pohan, Imbolo., (2007). Jaminan Mutu Layanan Kesehatan. Penerbit Buku
Kedokteran. ECG, Jakarta. 4.
Rangkuti, Freddy., (2002). Measuring Customer Satisfaction Teknik Mengukur
dan Strategi Meningkatkan Kepuasan Pelanggan dan Analisis Kasus
PLN-JP. PT. Gramedia Pustaka Utama, Jakarta
Richard, L. Oliver., (1980). A Cognitive Model of the Antecedents and
Consequences of Satisfaction Decisions. Journal of Marketing
Research, American Marketing Association. Vol. 17, No. 4. pp. 460469.
S.M. Irfan, Aamir Ijaz and M.M. Farooq., (2012). Patient Satisfaction and Service
Quality of Public Hospitals in Pakistan: An Empirical Assessment.
Middle-East Journal of Scientific Research 12 (6): 870-877. ISSN
1990-9233
Sabarguna, BS., (2008). QualityAssurance Pelayanan Rumah Sakit Edisi Revisi,
CV. Sagung Seto, Jakarta.
Sekaran, Uma (2003). Research Methods For Business: A Skill Building Aproach,
New York-USA: John Wiley and Sons, Inc
Silalahi, Ulber., (2009). Metode Penelitian Sosial. Bandung; PT. Refika Aditama.
Soemirat, Soleh & Ardianto, Elvinaro, 2007, Dasar-Dasar Public Relations,
Bandung, Rosdakarya
Sugiyono (2010), Metode Penelitian BisnisEdisi V, Bandung : CV IKAP.
Sugiyono, (2008). Metode Penelitian Kunatitatif Kualitatif dan R&D. Bandung
Alfabeta.
Suryawati., (2004). Teori Ekonomi Mikro. UPP. AMP YKPN. Yogyakarta.
Tjiptono, Fandi dan Gregorius Candra. 2005. Service, Quality, and Satisfaction.
Yogyakarta: Andi.
Tjiptono, Fandi., (1996). Pemasaran Jasa, Malang: Banyumedia, Publishing.
86
Tjiptono, Fandy, 2008,Strategi Pemasaran, Edisi 3, ANDI: Yogyakarta
Wathek, S, Ramez., (2012). Patients' Perception of Health Care Quality,
Satisfaction and Behavioral Intention: An Empirical Study in Bahrain.
College of Business and Finance Ahlia University, Bahrain
International Journal of Business and Social Science Vol. 3 No. 18
Special Issue.
Wijono, Djoko., (1999). Manajemen Mutu Pelayanan Kesehatan Vol. 2.
Airlangga University Press. Surabaya, xxxviii + 1383 hlm.
Yamit, Zulian., (2002). Manajemen Kualitas Produk dan Jasa, Penerbit Ekonesia,.
Yogyakarta.
Zeithaml V.A., A. Parasuraman, and L.L. Berry (1990). “Delivery Quality Service
Balancing Costumer Perseptions and Expectation”. New York: The
Free Press P.46.
Zeithaml, V. A., (1988). Consumer Perception Of Price, Quality, And Value: A
Means-End Model And Synthesis Of Evidence, Journal Of Marketing,
52, Pp. 2-11.
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The Behavioral
Consequences of Service Quality. Journal of Marketing, 60.
Zeithaml, V.A., L.L. Berry, And A.Parasuraman (1993). The Nature And
Determinan Of Custumer Expectations Of Service, Journal Of
Academy Of Marketing Science, Vol. 21, No. 1, pp. 1-12.
Zeithaml, Valarie A and Mary Jo Bitner. (2000). Service Marketing. Singapore:
Mc Graw-Hill Companies Inc.: 3-287.