Analisis Manajemen Kualitas Pelayanan dengan Metode Quality Function Deployment (Studi Kasus: Rumah Sakit Permata Hati Duri)
DAFTAR PUSTAKA
Besterfield, Dale H. 2003. Total Quality Management. 3rd Edition. New Jersey :
Prentice Hall.
Chase, Jaqobas, Aquilano. 2007. Operations Management for Competitive
Advantage. 10th edition. New York : Mc Graw Hill.
Cohen, Lou. 1995. Quality Function Deployment, How to Make QFD Work for
You. Addison : Wesley Publishing Company.
David, Fred R. 2012. Strategic Management. Jilid 1. Edisi Keduabelas. Jakarta :
Salemba Empat
Foster, S., Thomas. 2010. Managing Quality. 4th Edition. New Jersey : Pearson
Prentice Hall
Gamble, Teri Kwal dan Gamble, Michael. 2013. Communicattion Works. 11th
Edition. New York : Mc Graw Hill
Goetsch, David L. Stanley B. Davis. 1997. Introduction to Total Quality:
Quality Management for Production, Processing, and Services. 2nd
Edition. New Jersey : Prentice-Hall Inc.
Hauser, j., and Clausing, D. 1988. The House Of Quality. Harvard Business
Review. May - June
Jay Heizer dan Barry Render. 2009. Operations Management. 9th Edition. New
Jersey : Pearson International.
Joreskog, K.G. & Dag Sorborn. 1993. LISREL 8 : Structural Equotion Modeling
with the Simples Command Language . Chicago : Scientic Software
International Inc.
Kertajaya Hermawan, Yuwohady. 2004. On Becoming A Customer-Centric
Company. Jakarta : Gramedia. Pustaka Utama.
Kotler, Philip dan Kevin Lane Keller. 2010. Manajemen Pemasaran . Edisi
Ketigabelas. New Jersey : Prentice hall
Lim, Puay Cheng. Nelson K H. Tang and Peter M. Jackson. 2000. The
Development Of A Mode For Total Quality Healthcare : Managing Service
Quality. Volume 10 Number 2 . MCB University Press.
95
Universitas Sumatera Utara
Lock, Dennis. Dan Farrow, Nigel.. 1989. The Gower Handbook Of Management.
Jilid 1. Jakarta : Elex Media Komputindo
Lockyer, Keith. Muhlemann, Alan dan Oakland, John. 1994. Manajemen
Produksi dan Operasi. Edisi Kelima. Jakarta : Elex Media Komputindo
Lovelock, Crishtoper H. Dan Lauren K. Wright. 2012. Manajemen Pemasaran
Jasa. Jilid I. Edisi Ketujuh. Jakarta : Erlangga.
McClave, James T.Bendon, P George dan Sincich, Terry. 2011. Statistik Untuk
Bisnis Dan Ekonomi. Jilid 1. Edisi Kesebelas. Jakarta : Airlangga.
Minter, David and Reid, Michael. 2013. Lightning in The Bottle: The Proven
System To Create New Ideas and Product. Naperville, Illinois :
Soucebooks,inc.
Mizuno, S. and Akao, Y. 1994. QFD : The Customer-Driven Approach to Quality
Planing and Development. Tokyo : Asian Productivity Organization.
Render, Barry and Heizer, Jay. 2005. Operations Management 7th edition. Jakarta
: Salemba Empat
Robbins, Stephen P. and Judge Timothy A. 2008. Perilaku Organisasi. Jilid 2.
Edisi Keduabelas. Jakarta : Salemba Empat.
Sekaran, Uma. (2011). Research Methods for Business. Jilid I dan 2. Jakarta :
Salemba Empat.
Singarimbun, Masri. 1995. Metode dan Proses Penelitian Dalam Effendi, S dan
Singarimbun, M (Eds). Metode Penelitian Survai. Cetakan Kedua. Jakarta:
PT Pustaka LP3ES Indonesia (hal. 3-13).
Sinulingga, Sukaria. 2013. Metode Penelitian. Edisi Ketiga. Medan : USU Press
Sugiyono. 2010. Metode Penelitian Bisnis. Edisi Pertama . Bandung : CV.
Alfabeta.
Sumarwan, Ujang. 2011. Perilaku Konsumen Teori dan Penerapannya Dalam
Pemasaran . Edisi Kedua. Bogor : Ghalia Indonesia
Tjiptono, Fandy. Anastasi, Diana. 2003. Total Quality Management. Yogyakarta :
Andi Offset
Zeithaml and Bitner. 2000. Service Marketing Integrating Customer Focus Across
The Firm. New York : Mc Graw Hill
96
Universitas Sumatera Utara
Besterfield, Dale H. 2003. Total Quality Management. 3rd Edition. New Jersey :
Prentice Hall.
Chase, Jaqobas, Aquilano. 2007. Operations Management for Competitive
Advantage. 10th edition. New York : Mc Graw Hill.
Cohen, Lou. 1995. Quality Function Deployment, How to Make QFD Work for
You. Addison : Wesley Publishing Company.
David, Fred R. 2012. Strategic Management. Jilid 1. Edisi Keduabelas. Jakarta :
Salemba Empat
Foster, S., Thomas. 2010. Managing Quality. 4th Edition. New Jersey : Pearson
Prentice Hall
Gamble, Teri Kwal dan Gamble, Michael. 2013. Communicattion Works. 11th
Edition. New York : Mc Graw Hill
Goetsch, David L. Stanley B. Davis. 1997. Introduction to Total Quality:
Quality Management for Production, Processing, and Services. 2nd
Edition. New Jersey : Prentice-Hall Inc.
Hauser, j., and Clausing, D. 1988. The House Of Quality. Harvard Business
Review. May - June
Jay Heizer dan Barry Render. 2009. Operations Management. 9th Edition. New
Jersey : Pearson International.
Joreskog, K.G. & Dag Sorborn. 1993. LISREL 8 : Structural Equotion Modeling
with the Simples Command Language . Chicago : Scientic Software
International Inc.
Kertajaya Hermawan, Yuwohady. 2004. On Becoming A Customer-Centric
Company. Jakarta : Gramedia. Pustaka Utama.
Kotler, Philip dan Kevin Lane Keller. 2010. Manajemen Pemasaran . Edisi
Ketigabelas. New Jersey : Prentice hall
Lim, Puay Cheng. Nelson K H. Tang and Peter M. Jackson. 2000. The
Development Of A Mode For Total Quality Healthcare : Managing Service
Quality. Volume 10 Number 2 . MCB University Press.
95
Universitas Sumatera Utara
Lock, Dennis. Dan Farrow, Nigel.. 1989. The Gower Handbook Of Management.
Jilid 1. Jakarta : Elex Media Komputindo
Lockyer, Keith. Muhlemann, Alan dan Oakland, John. 1994. Manajemen
Produksi dan Operasi. Edisi Kelima. Jakarta : Elex Media Komputindo
Lovelock, Crishtoper H. Dan Lauren K. Wright. 2012. Manajemen Pemasaran
Jasa. Jilid I. Edisi Ketujuh. Jakarta : Erlangga.
McClave, James T.Bendon, P George dan Sincich, Terry. 2011. Statistik Untuk
Bisnis Dan Ekonomi. Jilid 1. Edisi Kesebelas. Jakarta : Airlangga.
Minter, David and Reid, Michael. 2013. Lightning in The Bottle: The Proven
System To Create New Ideas and Product. Naperville, Illinois :
Soucebooks,inc.
Mizuno, S. and Akao, Y. 1994. QFD : The Customer-Driven Approach to Quality
Planing and Development. Tokyo : Asian Productivity Organization.
Render, Barry and Heizer, Jay. 2005. Operations Management 7th edition. Jakarta
: Salemba Empat
Robbins, Stephen P. and Judge Timothy A. 2008. Perilaku Organisasi. Jilid 2.
Edisi Keduabelas. Jakarta : Salemba Empat.
Sekaran, Uma. (2011). Research Methods for Business. Jilid I dan 2. Jakarta :
Salemba Empat.
Singarimbun, Masri. 1995. Metode dan Proses Penelitian Dalam Effendi, S dan
Singarimbun, M (Eds). Metode Penelitian Survai. Cetakan Kedua. Jakarta:
PT Pustaka LP3ES Indonesia (hal. 3-13).
Sinulingga, Sukaria. 2013. Metode Penelitian. Edisi Ketiga. Medan : USU Press
Sugiyono. 2010. Metode Penelitian Bisnis. Edisi Pertama . Bandung : CV.
Alfabeta.
Sumarwan, Ujang. 2011. Perilaku Konsumen Teori dan Penerapannya Dalam
Pemasaran . Edisi Kedua. Bogor : Ghalia Indonesia
Tjiptono, Fandy. Anastasi, Diana. 2003. Total Quality Management. Yogyakarta :
Andi Offset
Zeithaml and Bitner. 2000. Service Marketing Integrating Customer Focus Across
The Firm. New York : Mc Graw Hill
96
Universitas Sumatera Utara