Peningkatan Kualitas Pelayanan Kesehatan Dengan Menggunakan Integrasi Metode Servqual Dan Model Kano Di Rumah Sakit Bunda Thamrin
DAFTAR PUSTAKA
Bakhtiar, Arfan. 2010. Analisis Kualitas Pelayanan yang Berpengaruh terhadap
Kepuasan Pelanggan menggunakan Metode Servqual dan Model Kano .
(Studi Kasus: PT. PLN UPJ Semarang Selatan). Universitas Dipenogoro:
Semarang.
Ginting, Rosnani. 2010. Perancangan Produk. Yogyakarta: Graha Ilmu.
Gupta, Parul. 2011. Customer Satisfaction for Designing Attractive Qualities of
Healthcare Service in India using Kano Model and Quality Function
Deployment. Institute of Technology :Moradabad.
Rahmana, Arief. 2014. Integration of SERVQUAL and KANO Model Into QFD
To
Improve
Quality
of
Simulation-Based
Training
on
Project
Management. Widyatama University: Indonesia.
Sinulingga, Sukaria. 2011. Metodologi Penelitian. Medan: USU Press.
Sulisworo, Dwi. 2012. Integrating Kano’s Model and SERVQUAL to Improve
Healthcare Service Quality. Universitas Ahmad Dahlan: Yogyakarta.
Tjiptono, Fandy Ph.D. dan Gregorius Chandra. 2011. Service, Quality &
Satisfaction. Yogyakarta: Andi.
Yuhazri. 2012. How To Measure And Identify The Ultimate Improvement
Required For Customer Satisfaction. Universiti Teknikal Malaysia Melaka
Malaysia
Universitas Sumatera Utara
Bakhtiar, Arfan. 2010. Analisis Kualitas Pelayanan yang Berpengaruh terhadap
Kepuasan Pelanggan menggunakan Metode Servqual dan Model Kano .
(Studi Kasus: PT. PLN UPJ Semarang Selatan). Universitas Dipenogoro:
Semarang.
Ginting, Rosnani. 2010. Perancangan Produk. Yogyakarta: Graha Ilmu.
Gupta, Parul. 2011. Customer Satisfaction for Designing Attractive Qualities of
Healthcare Service in India using Kano Model and Quality Function
Deployment. Institute of Technology :Moradabad.
Rahmana, Arief. 2014. Integration of SERVQUAL and KANO Model Into QFD
To
Improve
Quality
of
Simulation-Based
Training
on
Project
Management. Widyatama University: Indonesia.
Sinulingga, Sukaria. 2011. Metodologi Penelitian. Medan: USU Press.
Sulisworo, Dwi. 2012. Integrating Kano’s Model and SERVQUAL to Improve
Healthcare Service Quality. Universitas Ahmad Dahlan: Yogyakarta.
Tjiptono, Fandy Ph.D. dan Gregorius Chandra. 2011. Service, Quality &
Satisfaction. Yogyakarta: Andi.
Yuhazri. 2012. How To Measure And Identify The Ultimate Improvement
Required For Customer Satisfaction. Universiti Teknikal Malaysia Melaka
Malaysia
Universitas Sumatera Utara