PENGARUH KUALITAS PELAYANAN DAN REPUTASI TERHADAP LOYALITAS MAHASISWA DI FAKULTAS KEDOKTERAN UNISBA
DAFTAR PUSTAKA
Andreassen, W. 1994. “Satisfaction, loyalty, and reputation as
indicators of customer orientation in the public sector”,
International Journal of Public Sector Management, Vol.
7 No.2, pp. 16-34.
Annamdevula, S. and Bellamkonda, R.S. 2016. “The effects of
service quality on student loyalty: the mediating role of
student satisfaction”, Journal of Modelling in
Management, Vol. 11 No.2, pp. 446-462.
Annamdevula, S. and Bellamkonda, R.S. 2016. “Effect of student
perceived service quality on student satisfaction, loyalty
and motivation in Indian universities Development of
HiEduQual”, Journal of Modelling in Management, Vol.
11 No.2, pp. 488-517.
Annamdevula, S. and Bellamkonda, R.S. 2014. “HiEduQual: an
instrument for measuring the critical factors of students’
perceived service quality”, Management Science And
Engineering, Vol. 8 No.2, pp. 103-109.
Ali, F., Zhou, Y., Hussain, K., Nair, P.K., and Ragavan, N.A.
2016. “Does higher education service quality effect
student satisfaction, image and loyalty? A study of
international students in Malaysian public universities”,
Quality Assurance in Education, Vol. 24 No.1, pp. 70-94.
Ayuni, D. dan Mulyana, A. 2015. “Pengaruh faktor-faktor
pembentuk loyalitas mahasiswa universitas terbuka”,
Jurnal Organisasi dan Manajemen, Vol. 11 No.2, pp.
155-168.
107
Barney, J.B. 2002. Gaining and Sustaining Competitive
Advantage. Second Edition. New Jersey: Prentice Hall.
Bloemer, J., Ruyter, K.D., and Wetzels, M. 1999. “Linking
perceived service quality and service loyalty: a multidimensional perspective”, European Journal of
Marketing, Vol. 33 No.11/12, pp. 1082-1106.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V.A. 1993. “A
dynamic process model of service quality: from
expectations to behavioral intentions”, Journal of
Marketing Research, Vol. 30 No.1, pp. 7-27.
Bromley, D.B. 2001. “Relationships between personal and
corporate reputation”, European Journal of Marketing,
Vol. 35 No.3/4, pp. 316-334.
Bush, V., Ferrell, O.C., and Thomas Jr., J.L. 1998. “Marketing
the business school: an exploratory investigation ”,
Journal of Marketing Education, Vol. 20 No.1, pp. 16-23.
Cretu, A.E. and Brodie, R.J. 2007. “The influence of brand image
and company reputation where manufacturers market to
small firms: a customer value perspective”, Industrial
Marketing Management, Vol. 36, pp. 230-240.
Dehghan, A., Dugger J., Dobrzykowski, D., and Balazs, A. 2014.
“The antecedents of student loyalty in online programs”,
International Journal of Educational Management, Vol.
28 No.1, pp. 15-35.
Dick, A.S. and Basu, K. 1994. “Customer loyalty: toward an
integrated conceptual framework”, Journal of The
Academy of Marketing Science, Vol. 22 No.2, pp. 99-113.
Dowling, G. 2006. “Reputation risk: it is the board's ultimate
responsibility”, Journal of Business Strategy, Vol. 27
No.2, pp. 59-68.
108
Dowling, G.R. 1994. Corporate Reputations: strategies for
developing the corporate brand. Melbourne: Longman
Cheshire.
Fombrun, C.J., Gardberg, N.A., and Barnett, M.L. 2000.
“Opportunity platforms and safety nets: corporate
citizenship and reputational risk”, Business and Society
Review, Vol. 105 No.1, pp. 85-106.
Fombrun, C.J., Gardberg, N.A., and Sever, J.M. 2000. “The
reputation quotientsm: a multi-stakeholder measure of
corporate reputation”, The Journal of Brand
Management, Vol. 7 No.4, pp. 241-255.
Fombrun, C. and Van Riel, C. 1997. “The reputational
landscape”, Corporate Reputation Review, Vol. 1
No.1&2, pp. 5-13.
Gremler, D.D. and Brown, S.W. 1996. “Service loyalty: its
nature, importance, and implications”, in Edvardsson, et
al., Advancing Service Quality: A Global Perspective,
International Service Quality Association, pp. 171-180.
Hair Jr., J.F., Black, W.C., Babin, B.J., and Anderson, R.E. 2010.
Multivariate Data Analysis. Seventh Edition. New Jersey:
Pearson Education.
Hariawan, Akto. 2015. “Pengaruh kualitas pelayanan, kepuasan
mahasiswa, dan reputasi terhadap loyalitas mahasiswa di
stmik amikom purwokerto”, Jurnal Probisnis, Vol. 8
No.1, pp. 65-84.
Helgesen, Ø. 2008. “Marketing for higher education: a
relationship marketing approach”, Journal of Marketing
for Higher Education, Vol. 18 No.1, pp. 50-78.
109
Helgesen, Ø. and Nesset, E. 2007. “What accounts for students’
loyalty? some field study evidence”, International
Journal of Educational Management, Vol. 21 No.2, pp.
126-143.
Hennig-Thurau, T., Langer, M.F., and Hansen, U. 2001.
“Modelling and managing student loyalty: an approach
based on the concept of relationship quality”, Journal of
Service Research, Vol. 3 No.4, pp. 331-344.
Juran, J.M. and Godfrey, A.B. 1999. Juran’s Quality Handbook.
Fifth Edition. New York: McGraw-Hill.
Kotler, P. and Keller, K.L. 2016. Marketing Management.
Fifteenth Edition. Boston: Pearson Education Limited.
Kotler, P., Hayes, T., and Bloom, P.N. 2002. Marketing
Professional Services. Second Edition. New Jersey:
Prentice Hall.
Latan, H. 2013. Structural Equation Modeling: konsep dan
aplikasi menggunakan program lisrel 8.80. Cetakan Ke2. Bandung: Alfabeta.
Lovelock, C. and Wirtz, J. 2011. Services Marketing “People,
Technology, Strategy”. Seventh Edition. Boston: Prentice
Hall.
MacMillan, K., Money, K., Downing, S., and Hillenbrand, C.
2001. “Reputation in relationships: measuring
experiences, emotions, and behaviors”, Corporate
Reputation Review, Vol. 8 No.3, pp. 214-232.
Marzo-Navarro, M., Pedraja-Iglesia, M., and Rivera-Torres, P.
2005. “A new management element for universities:
satisfaction with the offered courses”, International
Journal of Educational Management, Vol. 19 No.6, pp.
505-526.
110
McColl, R., Callaghan, B., and Palmer, A. 1998. Services
Marketing: a managerial perspective. Sydney: McGrawHill.
Nguyen, N. and LeBlanc, G. 2001. “Image and reputation of
higher education institutions in students’ retention
decisions”, The International Journal of Educational
Management, Vol. 15 No.6, pp. 303-311.
Nuryaman dan Christina, V. 2015. Metodologi Penelitian
Akuntansi dan Bisnis. Cetakan Ke-1. Bogor: Ghalia
Indonesia.
O’Neill, M.A. and Palmer, A. 2004. “Importance-performance
analysis: a useful tool for directing continuous quality
improvement in higher education”, Quality Assurance in
Education, Vol. 12 No.1, pp. 39-52.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L. 1988.
“Servqual: a multiple-item scale for measuring consumer
perceptions of service quality”, Journal of Retailing, Vol.
64 No.1, pp. 12-40.
Pritchard, M.P., Havitz, M.E., and Howard, D.R. 1999.
“Analyzing the commitment-loyalty link in service
contexts”, Journal of The Academy of Marketing Science,
Vol. 27 No.3, pp. 333-348.
Rojas-Mendez, J.I., Vasquez-Parraga, A.Z., Kara, A., and CerdaUrrutia, A. 2009. “Determinants of student loyalty in
higher education: a tested relationship approach in latin
america”, Latin American Business Review, Vol. 10, pp.
21-39.
Rose, C. and Thomsen, S. 2004. “The impact of corporate
reputation on performance: some danish evidence”,
European Management Journal, Vol. 22 No.2, pp. 201210.
111
Safon, V. 2009. “Measuring the reputation of top us business
schools: a mimic modeling approach”, Corporate
Reputation Review, Vol. 12 No.3, pp. 204-228.
Sarjono, H. dan Julianita, W. 2015. Structural Equation Modeling
(SEM): sebuah pengantar, aplikasi untuk penelitian
bisnis. Jakarta: Salemba Empat.
Schumacker, R.E. and Lomax, R.G. 2010. A Beginner’s Guide To
Structural Equation Modeling. Third Edition. New York:
Taylor and Francis Group.
Singh, B.S.P. 2016. “Using HiEduQual to assess student
satisfaction in selected higher educational institutions in
north india”, International Research in Education, Vol. 4
No.1, pp. 67-85.
Standifird, S.S. 2005. “Reputation among peer academic
institutions: an investigation of the us news and world
report’s rankings”, Corporate Reputation Review, Vol. 8
No.3, pp. 233-244.
Sugiyono. 2016. Statistika Untuk Penelitian. Cetakan Ke-27.
Bandung: Alfabeta.
Susetyo, B. 2012. Statistika Untuk Analisis Data Penelitian.
Cetakan Ke-2. Bandung: Refika Aditama.
Walsh, G., Beatty, S.E., and Shiu, E.M.K. 2009. “The customerbased corporate reputation scale: replication and short
form”, Journal of Business Research, Vol. 62 No.10, pp.
924-930.
Walsh, G. and Wiedmann, K.P. 2004. “A conceptualization of
corporate reputation in germany: an evaluation and
extension of the rq”, Corporate Reputation Review, Vol.
6 No.4, pp. 304-312.
112
Zeithaml, V.A., Berry, L.L., and Parasuraman, A. 1996. “The
behavioral consequences of service quality”, Journal of
Marketing, Vol. 60 No.2, pp. 31-46.
113
Andreassen, W. 1994. “Satisfaction, loyalty, and reputation as
indicators of customer orientation in the public sector”,
International Journal of Public Sector Management, Vol.
7 No.2, pp. 16-34.
Annamdevula, S. and Bellamkonda, R.S. 2016. “The effects of
service quality on student loyalty: the mediating role of
student satisfaction”, Journal of Modelling in
Management, Vol. 11 No.2, pp. 446-462.
Annamdevula, S. and Bellamkonda, R.S. 2016. “Effect of student
perceived service quality on student satisfaction, loyalty
and motivation in Indian universities Development of
HiEduQual”, Journal of Modelling in Management, Vol.
11 No.2, pp. 488-517.
Annamdevula, S. and Bellamkonda, R.S. 2014. “HiEduQual: an
instrument for measuring the critical factors of students’
perceived service quality”, Management Science And
Engineering, Vol. 8 No.2, pp. 103-109.
Ali, F., Zhou, Y., Hussain, K., Nair, P.K., and Ragavan, N.A.
2016. “Does higher education service quality effect
student satisfaction, image and loyalty? A study of
international students in Malaysian public universities”,
Quality Assurance in Education, Vol. 24 No.1, pp. 70-94.
Ayuni, D. dan Mulyana, A. 2015. “Pengaruh faktor-faktor
pembentuk loyalitas mahasiswa universitas terbuka”,
Jurnal Organisasi dan Manajemen, Vol. 11 No.2, pp.
155-168.
107
Barney, J.B. 2002. Gaining and Sustaining Competitive
Advantage. Second Edition. New Jersey: Prentice Hall.
Bloemer, J., Ruyter, K.D., and Wetzels, M. 1999. “Linking
perceived service quality and service loyalty: a multidimensional perspective”, European Journal of
Marketing, Vol. 33 No.11/12, pp. 1082-1106.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V.A. 1993. “A
dynamic process model of service quality: from
expectations to behavioral intentions”, Journal of
Marketing Research, Vol. 30 No.1, pp. 7-27.
Bromley, D.B. 2001. “Relationships between personal and
corporate reputation”, European Journal of Marketing,
Vol. 35 No.3/4, pp. 316-334.
Bush, V., Ferrell, O.C., and Thomas Jr., J.L. 1998. “Marketing
the business school: an exploratory investigation ”,
Journal of Marketing Education, Vol. 20 No.1, pp. 16-23.
Cretu, A.E. and Brodie, R.J. 2007. “The influence of brand image
and company reputation where manufacturers market to
small firms: a customer value perspective”, Industrial
Marketing Management, Vol. 36, pp. 230-240.
Dehghan, A., Dugger J., Dobrzykowski, D., and Balazs, A. 2014.
“The antecedents of student loyalty in online programs”,
International Journal of Educational Management, Vol.
28 No.1, pp. 15-35.
Dick, A.S. and Basu, K. 1994. “Customer loyalty: toward an
integrated conceptual framework”, Journal of The
Academy of Marketing Science, Vol. 22 No.2, pp. 99-113.
Dowling, G. 2006. “Reputation risk: it is the board's ultimate
responsibility”, Journal of Business Strategy, Vol. 27
No.2, pp. 59-68.
108
Dowling, G.R. 1994. Corporate Reputations: strategies for
developing the corporate brand. Melbourne: Longman
Cheshire.
Fombrun, C.J., Gardberg, N.A., and Barnett, M.L. 2000.
“Opportunity platforms and safety nets: corporate
citizenship and reputational risk”, Business and Society
Review, Vol. 105 No.1, pp. 85-106.
Fombrun, C.J., Gardberg, N.A., and Sever, J.M. 2000. “The
reputation quotientsm: a multi-stakeholder measure of
corporate reputation”, The Journal of Brand
Management, Vol. 7 No.4, pp. 241-255.
Fombrun, C. and Van Riel, C. 1997. “The reputational
landscape”, Corporate Reputation Review, Vol. 1
No.1&2, pp. 5-13.
Gremler, D.D. and Brown, S.W. 1996. “Service loyalty: its
nature, importance, and implications”, in Edvardsson, et
al., Advancing Service Quality: A Global Perspective,
International Service Quality Association, pp. 171-180.
Hair Jr., J.F., Black, W.C., Babin, B.J., and Anderson, R.E. 2010.
Multivariate Data Analysis. Seventh Edition. New Jersey:
Pearson Education.
Hariawan, Akto. 2015. “Pengaruh kualitas pelayanan, kepuasan
mahasiswa, dan reputasi terhadap loyalitas mahasiswa di
stmik amikom purwokerto”, Jurnal Probisnis, Vol. 8
No.1, pp. 65-84.
Helgesen, Ø. 2008. “Marketing for higher education: a
relationship marketing approach”, Journal of Marketing
for Higher Education, Vol. 18 No.1, pp. 50-78.
109
Helgesen, Ø. and Nesset, E. 2007. “What accounts for students’
loyalty? some field study evidence”, International
Journal of Educational Management, Vol. 21 No.2, pp.
126-143.
Hennig-Thurau, T., Langer, M.F., and Hansen, U. 2001.
“Modelling and managing student loyalty: an approach
based on the concept of relationship quality”, Journal of
Service Research, Vol. 3 No.4, pp. 331-344.
Juran, J.M. and Godfrey, A.B. 1999. Juran’s Quality Handbook.
Fifth Edition. New York: McGraw-Hill.
Kotler, P. and Keller, K.L. 2016. Marketing Management.
Fifteenth Edition. Boston: Pearson Education Limited.
Kotler, P., Hayes, T., and Bloom, P.N. 2002. Marketing
Professional Services. Second Edition. New Jersey:
Prentice Hall.
Latan, H. 2013. Structural Equation Modeling: konsep dan
aplikasi menggunakan program lisrel 8.80. Cetakan Ke2. Bandung: Alfabeta.
Lovelock, C. and Wirtz, J. 2011. Services Marketing “People,
Technology, Strategy”. Seventh Edition. Boston: Prentice
Hall.
MacMillan, K., Money, K., Downing, S., and Hillenbrand, C.
2001. “Reputation in relationships: measuring
experiences, emotions, and behaviors”, Corporate
Reputation Review, Vol. 8 No.3, pp. 214-232.
Marzo-Navarro, M., Pedraja-Iglesia, M., and Rivera-Torres, P.
2005. “A new management element for universities:
satisfaction with the offered courses”, International
Journal of Educational Management, Vol. 19 No.6, pp.
505-526.
110
McColl, R., Callaghan, B., and Palmer, A. 1998. Services
Marketing: a managerial perspective. Sydney: McGrawHill.
Nguyen, N. and LeBlanc, G. 2001. “Image and reputation of
higher education institutions in students’ retention
decisions”, The International Journal of Educational
Management, Vol. 15 No.6, pp. 303-311.
Nuryaman dan Christina, V. 2015. Metodologi Penelitian
Akuntansi dan Bisnis. Cetakan Ke-1. Bogor: Ghalia
Indonesia.
O’Neill, M.A. and Palmer, A. 2004. “Importance-performance
analysis: a useful tool for directing continuous quality
improvement in higher education”, Quality Assurance in
Education, Vol. 12 No.1, pp. 39-52.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L. 1988.
“Servqual: a multiple-item scale for measuring consumer
perceptions of service quality”, Journal of Retailing, Vol.
64 No.1, pp. 12-40.
Pritchard, M.P., Havitz, M.E., and Howard, D.R. 1999.
“Analyzing the commitment-loyalty link in service
contexts”, Journal of The Academy of Marketing Science,
Vol. 27 No.3, pp. 333-348.
Rojas-Mendez, J.I., Vasquez-Parraga, A.Z., Kara, A., and CerdaUrrutia, A. 2009. “Determinants of student loyalty in
higher education: a tested relationship approach in latin
america”, Latin American Business Review, Vol. 10, pp.
21-39.
Rose, C. and Thomsen, S. 2004. “The impact of corporate
reputation on performance: some danish evidence”,
European Management Journal, Vol. 22 No.2, pp. 201210.
111
Safon, V. 2009. “Measuring the reputation of top us business
schools: a mimic modeling approach”, Corporate
Reputation Review, Vol. 12 No.3, pp. 204-228.
Sarjono, H. dan Julianita, W. 2015. Structural Equation Modeling
(SEM): sebuah pengantar, aplikasi untuk penelitian
bisnis. Jakarta: Salemba Empat.
Schumacker, R.E. and Lomax, R.G. 2010. A Beginner’s Guide To
Structural Equation Modeling. Third Edition. New York:
Taylor and Francis Group.
Singh, B.S.P. 2016. “Using HiEduQual to assess student
satisfaction in selected higher educational institutions in
north india”, International Research in Education, Vol. 4
No.1, pp. 67-85.
Standifird, S.S. 2005. “Reputation among peer academic
institutions: an investigation of the us news and world
report’s rankings”, Corporate Reputation Review, Vol. 8
No.3, pp. 233-244.
Sugiyono. 2016. Statistika Untuk Penelitian. Cetakan Ke-27.
Bandung: Alfabeta.
Susetyo, B. 2012. Statistika Untuk Analisis Data Penelitian.
Cetakan Ke-2. Bandung: Refika Aditama.
Walsh, G., Beatty, S.E., and Shiu, E.M.K. 2009. “The customerbased corporate reputation scale: replication and short
form”, Journal of Business Research, Vol. 62 No.10, pp.
924-930.
Walsh, G. and Wiedmann, K.P. 2004. “A conceptualization of
corporate reputation in germany: an evaluation and
extension of the rq”, Corporate Reputation Review, Vol.
6 No.4, pp. 304-312.
112
Zeithaml, V.A., Berry, L.L., and Parasuraman, A. 1996. “The
behavioral consequences of service quality”, Journal of
Marketing, Vol. 60 No.2, pp. 31-46.
113