69

DAFTAR PUSTAKA

Al-Mailam, F.F. (2005), The Effect on Nursing Care in Overall Patient Satisfactionand Its Predictive Value On Return-To-Provider Behavior : A Survey Studi, QManage Health Care, Vol. 14, No. 2, pp. 116-120.

Anderson, T.C, Gebing, D.W. (1995), Some Methods for Respecifying MeasurementModels to Obtain Unidimensional Constuct Measurement, Journal ofMarketing Research, Vol. 19, November, pp. 453-460.

Aziz, A.A. (2007), Gambaran Kepuasan Pasien Rawat Jalan Rumah Sakit BhaktiAsih Tangerang, Tesis Program Pasca Sarjana Magister Manajemen RumahSakit UGM.

Denscombe, M. (2007), The Good Reasearch Guide for small-scale social researchprojects, New York : Open University Press.

Gouveia, G.C., de Souza, W.V., Luna, C.F., de Souza-Junior, P.R.B., Szwarcwald,C.L. (2005) Health Care Users’ Satisfaction in Brazil, Cad. Saude Republica,21 Sup : S109-S118.

Gronroos, C. (2001), A Service Quality Model and It’s Marketing Implications,European Journal of Marketing 18,4, pp.36-44.

Hamid, A. (2007), Kepuasan Pelanggan Di Poliklinik Kebidanan dan PenyakitKandungan Rumah Sakit Dr. M. Djamil Padang Sumatera Barat, TesisProgram Pasca Sarjana Magister Manajemen Rumah Sakit UGM.

Ismail, A., Abdullah, M.M, Parasuraman, B. (2009), Effect of Service Quality andPerceive Value on Customer Satisfaction, International Journal ofManagement Perspectives, Vol 3, No 1, ISSN : 1307-1629.

Juwaheer, T.D, Ross, D.L (2003), A Study of Guest Perceptions in Mauritius,International Journal of Hospitality Management, 15 (2), 105-115.

Kaltcheva, V.D, Parasuraman, A (2009), Personality-Relatedness and ReciprocityFramework for Analyzing Retailer-Customer Interactions, Journal ofBussiness Research, 62, p601-608.

Kottler, P. (2002), Manajemen Pemasaran, (terjemahan), Jakarta : PT. Prenhallindo.Lemeshow, S, et al. (1997), Besar Sampel Dalam Penelitian Kesehatan (terjemahan),

Yogyakarta : Gadjah Mada University Press.Mulyadi (2007), Sistem Perencanaan dan Pengendalian Manajemen : Sistem

Pelipatganda Kinerja Perusahaan, Jakarta : Penerbit Salemba Empat.Ngasu, A.A (2001), Analisis Kepuasan Pasien Dalam Rangka Penyusunan Rencana

Strategis Pemasaran di Rumah Sakit Panti Rapih, Tesis Program PascaSarjana Magister Manajemen Rumah Sakit UGM.

Parasuraman, A., Zeithmal, V.A, Berry, L.L. (1990), Delivering Quality Service:Balancing Customer Perceptions and Expectations, New York : The FreePress.

70

Parasuraman, A., Verhoef, P.C., Lemon, K.N., Roggeveen, A., Tsiros, M.,Schlesinger, L.A. (2009), Customer Experience Creation : Determinants,Dynamics and Management Strategies, Journal of Retailing, 85, 31-41, NewYork University.

Rad, A.M.M, Yarmohammadian, MH (2006), A Study of Relationship BetweenManagers’ Leadership Style and Employees’ Job Satisfaction, Leadership InHealth Services, Vol. 19, No.2, pp. xi-xxviii, www.emeraldinsight.com/1366-0756.htm.

Rahayu, Y (2003), Delivering Quality Service Rumah Sakit Umum Daerah Kebumen,Tesis Program Pasca Sarjana Magister Manajemen UGM.

Rubin, H.R (2005), Hospital Medicine, 2nd Edition,http://gateway.ut.ovid.com/gw1/ovidweb.cgi.

Ramseook-Munhurrun, P, Lukea-Bhiwajee, S.D, Naidoo, P (2010), Service QualityIn The Public Service, International Journal of Management and MarketingReasearch, Vol.3, No. 1, University of Technology, Mauritis.

Seth, N, Deshmukh, S.G, Vrat, P (2004), Service Quality Models : A Review,www.emeraldinsight.com/0265-671X.htm.

Supranto, J (2006), Pengukuran Tingkat Kepuasan Pelanggan : Untuk MenaikkanPangsa Pasar, Jakarta : Penerbit Rineka Cipta.

Tjiptono, F (2006), Pemasaran Jasa, Malang : Bayumedia Publishing.Trisnantoro, L (2005), Aspek Strategis Manajemen Rumah Sakit, Yogyakarta :

Gadjah Mada University Press.Walker, R.H, Johnson, L.W, Leonard, S. (2006), Re-Thinking The Conceptualization

of Customer Value and Service Quality Within the Service-Profit Chain,Managing Service Quality, 16 (1), 23-36.

Wylianty (2005), Karakteristik Pasien dan Kepuasan Pasien Terhadap PelayananRawat Inap Bagian Umum Rumah Sakit Sentra Medika Cisalak, Tesis PascaSarjana Magister Manajemen Rumah Sakit UGM.

RS Condong Catur (2006-2012), Laporan Unit Rekam Medis : Data Kunjungan2006-2012, Yogyakarta.

RS Condong Catur (2006), Laporan Bagian Pemasaran : Data Hasil SurveiKepuasan Pasien 2006, Yogyakarta.

RS Condong Catur (2008), Laporan Bagian Humas : Data Kotak Saran 2008,Yogyakarta.