Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
Download as pdf or txt
Download as pdf or txt
You are on page 1of 7

DAFTAR PUSTAKA

Alma, B. 2005. Manajemen Pemasaran dan Pemasaran Jasa. Edisi Revisi V.


Alfabeta. Bandung. 391 hal

Atmojo, M. 2006. The Influence of Transformational Leadership on Job


Satisfaction, Organizational Commitment, and Employee Performance.
Riau. Universitas Riau.

Asmita, P.W. 2008. Analisis Pengaruh Persepsi Pasien tentang Mutu Pelayanan
Dokter terhadap Loyalitas Pasien di Poliklinik Umum IRJ RS Panti Wilasa
Citarum [Thesis]. Semarang. Program Pasca Sarjana Kesehatan
Masyarakat. Universitas Diponegoro

Arikunto, S. 2000. Prosedur Penelitian Suatu Pendekatan Praktik. Rineka Cipta.


Jakarta

Alkaa’ida, F. and Alrubaiee, L. 2011. The Mediating Effect of Patient Satisfaction


in the Patients’Perceptions of Healthcare Quality – Patient Trust
Relationship,International. Journal of Marketing Studies. Vol3, No.1;
February 2011

Arindita , A.R. dan Sulistyaningtyas, I. D. 2011. Pengaruh Kualitas Pelayanan


Terhadap Citra Perusahaan di Olimart Pt. Wina Wira Usaha (Studi
Eksplantif Kuantitaif mengenai Pengaruh Kualitas pelayanan Terhadap
Citra Perusahaan di Olimart PT. Wina Wira Usaha melalui Kepuasan
customer). http://www.e-journal.uajy.ac.id/4325/ [di akses 23 Desember
2016]

Barnes, J.G. 2003. Secrets Of Customer Relationship Management. ANDI.


Yogyakarta

Bielen, F and Demoulin. 2007. Waiting Time Influence On The Satisfaction-


Loyalty Relationship In Services. Managing Service Quality. 17, 2. 174-
193.http://www.emeraldinsight.com/doi/pdfplus/10.1108/0960452071073
5182 [diakses 23 Januari 2017]

Chiou, J. S., Droge, C., and Hanvanich, S. 2002. Does Customer Knowledge
Affect Howloyalty Is Formed?. Journal of Service Research. 5(2). 113–
124. https://scholar.google.co.id/ [diakses 26 Desember 2016]

Chun, R. 2005. Corporate Reputation: Meaning And Measurement, International


Journal of Management Reviews. Volume ., Issue 2. pages 91–109
Chu, P.Y. 2012. Service Quality, Customer Satisfaction, Customer Trust and
Loyality In An E Banking Content, Social Behavior and Personality.
Proquest Sociology pages 1271. http://www.proquest.com/products -
services/ ProQuest-Sociology-Collection.html. [ diakses 23 Januari 2017]

Davies, G. and Chun, R. 2002. “Gaps Between The Internal And External
Perceptions Of The Corporate Brand”. Corporate Reputation Review.
Vol. 5 No 2/3. pp. 144-58

Da silva, R. V. and Alwi, S. F. S. 2007. Online and Offline Corporate Brand


Images: DoThey Differ?. Corporate Reputation Review. Vol 10. No.4.
Page 217-244

Eggert, A. and Ulaga,W. 2002. Customer Perceived Value: Asubstitute for


Satisfaction in Business Markets. Journal of Business & Industrial
Marketing. 17(2–3). 107–118

Ennew, C. T. 2003. Just tryin' to keep the customer satisfied? Delivering service
through direct and indirect channels. Interactive Marketing. Vol. 5. pp.
131–143

Fachruddin, A. and Elwyn, G. 2005. Research On Patients’ Views In The


Evaluation And Improvement Of Quality Of Care. Quality And Safety In
Health care. 11:153–7

Gommans, M., Krishnan, K.S., and Scheffold, K.B. 2001. From Brand Loyalty
To E-Loyalty: A Conceptual Framework. Journal of Economic and Social
Research 3 (1): 43-58

Griffin, J. 2003. Customer Loyalty : How To Earnit, How To Keep It. Lexington:
An Imprintof The Free Press.

Ghozali, I. 2000. Aplikasi Analisis Multivariate dengan Program SPSS.


Universitas Diponegoro. Semarang

Hastono, S. 2007. Analisa Data Kesehatan. Universitas Indonesia. Jakarta

Hadiwidjaja, A. 2009. Analisis Hubungan antara Dimensi Equitas Merk dengan


Kepercayaan Pasien Rawat Inap RS Plambion-Cirebon. [Tesis]. Jakarta.
Program Pascasarja Kesehatan Masyarakat. Universitas Indonesia

ICW. 2010. Survey Pemegang Kartu Jamkesda, Jamkesmas, Gakin (Keluarga


Miskin), dan SKTM (Surat Keterangan Tidak Mampu) di Jakarta,
www.tempo.co/.../icw-rs-jabodetabek-diskriminatif [di akses 23 Juli 2005]
Ishaq, M. I. 2011. Perceived Value, Service Quality, Corporate Image And
Customer Loyalty: Empirical Assessment From Pakistan. Serbian Journal
of Management. 7 (1) (2012) 25 - 36

Istijanto O. 2010. Riset Sumber Daya Manusia. Gramedia. Jakarta

Juwita, V. R. 2006. Membangun Citra Perusahaan Melalui Program Desaku Hijau


(Studi Pada PT HM Sampoerna di Pekalongan). [Tesis]. Semarang. Program
Pasca Sarjana Magister Manajemen. Universitas Diponegoro

Kottler, P. dan Amstrong. 2003. Dasar-dasar Pemasaran. Jilid 1. Edisi


Kesembilan. PT. Indeks Gramedia. Jakarta.

Kandampully, J. dan Suhartanto, D. 2000. Customer Loyalty In The Hotel


Industry: The Role Of Customer Satisfaction And Image. International
Journal of Contemporary Hospitality Management. 12(6): 346351.

Kementrian Kesehatan RI. 2013. Standar Penilaian Indikator Kinerja Rumah Sakit

Kumar ,V., et al. 2011. The Impact of Operation Perfomance o Customer


Loyalty. Journal Service Science. 3(2):158-171

Kottler, P. and Keller, K.L. 2012. Marketing Management, 14th edition. New
Jersey: Pearson : Prentice Hall.

Lamesow, S. 1997. Besar Sampel dalam Penelitian Kesehatan. Gajah Mada


University. Yogyakarta

Lam, S.Y., Shankar, V., and Murthy, M.K.E.B., 2004, Customer Value,
Satisfaction, Loyalty, and Switching Costs: An Illustration from a
Business-to-Business Service Context, Journal of the Academy of
Marketing Science, Vol. 32, No. 3, pp. 293-311 di akses dari
http://dx.doi.org/10.5539/ibr.v6n12p31

Laksono, N Ismawan. 2009. Analisis Kepuasan dan Hubungannya dengan


Loyalitas Pasien Rawat Inap di RS Dedi Jaya Kab. Brebes, ). [Tesis].
Semarang. Program Pasca Sarjana Magister Kesehatan Masyarakat.
Universitas Diponegoro

Li Mei Lin. 2011. Impact of Marketing Strategy, Customer Perceived Value,


Customer Satisfaction, Trust, and Comitment on Customer Loyalty,
Dissertation Doctor of Philoshophy. Lynn University

Lita, R.P. 2004. Pengaruh Sistem Penyampaian Jasa terhadap Citra Rumah Sakit
dan Dampaknya kepada Kepecayaan Pelanggan pada Rumah Sakit Umum
di Sumatera Barat. http://www.damandiri.or.id/ detail.php?id=463 [di
akses 23 Juli 2005]

Lin, H.H. and Wang, Y.S. 2006. An Examination of determinants of Customer


Loyalty in Mobile Commerce Context. Information & Management
Journal. Vol 43 pp 271-282

Lovelock, H.C. dan Lauren, A.W. 2006. Principles of Service Marketing and
Management. Second Edition. Prentice Hall. New Jersey

Lita, R.P. 2009. Pengaruh Kepercayaan kepada Komitmen Loyalitas Pelanggan.


Journal Trikonomika. Vol 8 No 2 Desember 2009, Hal 71-77, ISSN 1411-
514X

LeBoeuf, R.A., Shafir, E., Bayuk, J.P. 2010. The Conflicting Choices of
Alternating Selves. Elsevier. Volume 111, Issue 1, January 2010, Pages
48–61

Ling, C. K., et al. 2011. Exploring factors that influence customer loyalty among
Generation Y for the fast food industry in Malaysia.
http://www.academicjournals.org/AJBM. [diakses 24 Desember 2016]

Marquis, B. L. 2003. Manajemen Administrasi Rumah Sakit. Ed2. EGC. Jakarta

Morgan, R.M. dan Hunt, S.D. 1994. “The commitment-trust theory of relationship
marketing”. Journal of Marketing. Vol. 58 No. 3. pp. 20-38

Mittal, V. dan Kamakura, W. A. 2001. Satisfaction, Repurchase Intent, And


Repurchase Behavior: Investigating The Moderating Effect Of Customer
Characteristics. Journal of Marketing Research. 38 (1), 131-142.

Melewar, T. C. 2003. Determinants of the Corporate Identity Construct: a Review


of the Literature. Journal of Marketing Communications. 9 (4). 195-220.

Merrilees, B. dan Fry, M.L. 2003.“E-Trust: The Influence Of Perceived


Interactivity On E-Retailing Users”. Marketing Intelligence And Planning,
Vol. 21 No. 2, Pp. 123-8

Mosavi,S. A. dan Ghaedi, M. 2011, A Survey On The Relationships Between


Customersatisfaction, Image, Trust And Customer Advocacy Behavior.
African Journal of Business Management Vol. 6(8), pp. 2897-2910.

Nagar, K. 2010. Evaluating the Effects of Consumer Sales on Brand Loyal and
Brand Switching segments. VISSION-Journal of Business Perspective.
13(4):35-48
Nha, N. 2006. The Perceived Image of Service Coorperatives : An Investigation
In Canada and Maxico. Corporate Reputation Review Volume 9 No 1

Parasuraman, A., Zeithaml, V. A., and Berry, L.L. 1988. SERVQUAL: a multiple-
item scale for measuring customer perceptions of service quality. Journal
of Retailing. Vol. 64, No. 1, pp. 12-40

Puska FKM UI. 2014. Laporan Penelitian Pengaruh Akreditasi terhadap


Pelayanan Rumah Sakit tahun 2012 s/d 2014 di RSUP Dr. M. Djamil
Padang

Rangkuti F. 2001. Riset Pemasaran. Gramedia. Jakarta

Rowe, R. dan Michael, C. 2006. Trust Relations In Health Care: Developing A


Theoretical Framework For The “New” NHS. University of Kent at
Canterbury

Rachel, A. 2006. Service Quality Delivery And Corporate Image In Utility


Companies: A Case Of Branches Of Umeme Ltd. [Dissertation]. Submitted
In Partial Fulfillment Of Requiments For The Award Of A Master Of
Business Administration Degree Of Makerere University

Rahmawat,R., Zahroh ,R. dan Sabhariyah, R. 2012. Hubungan Kepercayaan dan


Komitmen Pasien Dalam Pelayanan Keperawatan Dengan Loyalitas
Pasien. Journals Of Ners Community Vol. 3 No. 5 Jnc Hlm. 1-84 Juni
2012 Issn 2087-0744

Ramli, A. H. dan Sjahruddin, H. 2015. Building Patient Loyalty in Healthcare


Services. International Review of Management dan Buisness Research.
Vol 4 Issue 2

RSUP Dr. M. Djamil Padang. 2015. Laporan Tahunan RSUP Dr. M. Djamil
Padang Tahun 2014

Sirdeshmukh, D., Singh, J.,& Sabol, B, 2002, Customer trust, value, and loyalty
in relational exchanges, Journal of Marketing, 66:15–37.

Stank, T.P., et al. 2003. Logistics Service Performance: Estimating Its Influence
On Market Share. Journal of Buissness Logistics. Volume 24. Issue 1.
Pages i–iv, 1–246.

Slack, N. L., M Bates, H.2004. ‘The two world of operations management


research and practicecan they meet, should they meet?. International
Journal of Operations and Production Management.Vol 24, No. 4 pp 372-
387
Sugiyono.2006. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung.
Alfbeta

Sunarto. 2006. Perilaku Konsumen. AMUS. Yogyakarta

Setyorini, D. 2008. Pengaruh Penanganan Keluhan Pelayanan Kesehatan terhadap


KepercayaanPasien di Rumah Sakit Umum Daerah Panembahan Senopati
Kabupaten Bantul. [Thesis]. Program Pasca Sarjana Magister Manajemeb.
Universitas Mohammadiyah Yogyakarta

Supriyanto, S. E. 2010. Pemasaran Industri Jasa Kesehatan. Andi. Yogyakarta

Suki, M.N. 2011. Assessing Patient Satisfaction, Trust, Commitment, Loyalty


And Doctors’ Reputation Towards Doctor Services. Pak J Med Sci 2011
Vol. 27 No. 5

Sumawan, dkk. 2011. Riset Pemasaran dan Konsumen. IPB Press. Bogor

Sitayani, J., Hamzah, A. dan Amir, Y. 2014. Hubungan Kepuasan Dengan


Loyalitas Pasien Rawat Inap Rumah Sakit Umum Daerah Kabupaten
Pangkep. Universitas Hasanuddin Makasar. http://repository.unhas.ac.id/
bitstream/handle/123456789/10485/JELVI%20E.SITAYANI%20K11110
622.pdf?sequence=1. [diakses 24 Januari 2017]

Tjiptono, F. dan Chandra, G. 2005. Service, Quality and Satisfaction. Andi.


Yogyakarta

Tjiptono, F. 2006. Pemasaran Jasa. Bayumedia Publishing. Yogyakarta

Tjiptono, F. 2014. Pemasaran Jasa-Prinsip,Penerapan dan Penelitian. CV Andi


Offset. Yogyakarta

Wulf, K. D. W., Gaby dan Lacobucci, D. 2001. Investments in Consumer


Relationships: A Cross-Country andCross-Industry Exploration. Journal
of MarketingVol.65 33-50

Weinstein, A. 2002. Customer retention: A usage segmentation and customer


value approach, Journal of Targeting. Measurement and Analysis for
Marketing Vol. 10, No. 3, pp. 259-268

Wu, C. C. 2011. The impact of hospital brand image on service quality, patient
satisfaction and loyalty. African Journal of Business Management Vol.
5(12), pp. 4873-4882, 18 June, 2011
Zeithaml, V.A. 1988 Consumers perceptions of price, quality, and value: a
means-end model and synthesis of evidence. Journal of Marketing.Vol. 52,
No. 3, pp. 2-22

Zeithaml, V.A. 2000. Service quality, profitability, and the economic worth of
customers: What we know and what we need to learn. Journal of Academy
of Marketing Science, 28: 67. doi:10.1177/0092070300281007

You might also like