76

DAFTAR PUSTAKA

Aaker, D.A. 1997. Strategic Market Management. New York: John Wiley & Sons,Inc
Akbar, Mohammad M and Noorjahan Parvez. 2009. Impactof service quality, trust,
and customer satisfaction on customer loyalty. ABAC Journal Vo.29, No1
(January-April 2009, pp.24-38). University of Dhaka: Bangladesh
Anjaryani, Wike Diah. 2009. Kepuasan pasien rawat inap terhadap pelayanan
perawat di RSUD Tugurejo Semarang. Tesis. Universitas Diponegoro:
Semarang
Atkins, P. Mardeen, Brenda SM and Rajshekar GJ. 1996. Happy Employees lead to
loyal atients, survey of nurse and patient shows a strong link between
employee satisfaction and patient loyalty. Journal of health care marketing.
Hal 16-23
Azizan, Noor Azlina dan Bahari Mohamed. 2013. The effect of perceived service
quality on patient satisfaction at a public hospital in state of Pahang, Malaysia.
Journal Vo2 No.3 August 2013. Universitas Malaysia Pahang.
Azwar, Azwar. 1996. Menjaga Mutu Pelayanan Kesehatan. Jakarta: Pustaka Sinar
Harapan.
Bata, Yuristi Winda, M.Alwy A dan Darmawansyah. 2013. Hubungan kualitas
pelayanan dengan kepuasan pasien pengguna askes social pada pelayanan
rawat inap di RSUD Lakipadada Kabupaten Tanah Toraja tahun 2013. Jurnal.
Fakultas Kesehatan Masyarakat .Universitas Hasanudin: Makasar
Boshoff, C and B Gray. 2004. The relationship between service quality, customer
satisfaction and buying intention in the private hospital Industry. Africa
journal bussines management. 2004, 35(4).
Buttle, Francis. 1995. Servqual : Review, critique, rsearch agenda. European Journal
of Marketing 30.1. Manchester business school, Manchester, UK
Caruana, Albert. 2002. Service loyalty: The effect of service quality and the
mediating role of customer satisfaction. European Journal of Marketing, VOl
36 No 7/8, 2002, pp 811-828. Centre for communication technology,
University of Malta

77

Donald R. Cooper and C William Emory. 1999. Metode Penelitian Bisnis. Penerbit
Erlangga
Ferdinand, Augusty. 2002. Structural Equation Modelling dalam Penelitian
Manajemen. Program Magister Manajemen Universitas Diponegoro
Semarang
Fuad, Masud. 2004. Survai Diagnosis Organisasional. Badan Penerbit Universitas
Diponegoro: Semarang
Griffin, Jill. 2002. Customer Loyalty: How to earn it, How to keep it. Simon and
cluster, INC: New York
Gunawan, Ketut. 2011. Kualitas layanan dan loyalitas pasien: Studi pada RSU Swasta
di kota Singaraja Bali. Jurnal. Universitas Panji Sakti Singaraja: Bali
Guo, Yanding Guo and Sheng Zhong. 2011. A case study of inpatient loyalty in West
China Hospital. World Journal of Modelling and Simulation Vol. 7 (2011) No.
4, pp. 299-306. Department of Business Management, Sichuan University,
Chengdu 610065, P. R. China
Haier, Jr. Joseph F. Rocph E. Anderson, R.,E., Tatham,RL., dan Beack W.C. 1995.
Multi Variate Data Analysis, Fourth Edition, New Jersey, Prentice Hall.
Haqi, Levi Kharisma, Naning AW dan Budi S. Analisis loyalitas pasien dengan
metode Structural Equational Modelling (SEM) pada instalasi rawat inap
Rumah sakit umum haji Surabaya. Jurnal Tesis. Institut teknologi sepuluh
nopember Surabaya.
Hardeep, Chahal. 2008. Predicting patient loyalty and service quality relationship : a
casestudy of civil hospital Ahmedabad India. VISION The journal of business
perspective 1 Vol.121 No 4 1October-December 2008
Hendrajana .2005. Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan Rawat
Jalan di RSUD Dr. Moewardi Surakarta. Tesis. Program Pascasarjana
Universitas Muhammadiyah Surakarta
Hu, Hsiu-Yuan, Shao-I Chiu, Ching Chan Cheng and Yi-Fang Hsieh. 2010. A study
on investigating patient satisfaction of medical centers using Taiwan customer
satisfaction index in Taiwan. African Journal of Business Management Vol.
4(14),
pp.
3207-3216,
18
October,
2010
Available
at
http://www.academicjournals.org
Hui, Chiew Chai, Lau SL, Lee CY, Wong CH and Wong NT. 2011. Relationship
quality and customer loyalty towards private hospitals in Malaysia. Research
for Bachelor of Marketing. Universiti Tunku Abdul Rahman: Malaysia

78

Irfan, SM, Aamir Ijaz and MM Farooq. 2012. Patient satiffaction and service quality
of public hospitals in Pakistan: An Empirical assesment. Middle East Journal
of scientific research 12 (6):870-877, 2012. Institutof information technology
Lahore: Pakistan
J. Supranto. 1997. Pengukuran Tingkat Kepuasan Pelanggan. Penerbit Rineka Cipta
Kertajaya, Hermawan. 2006. Hermawan kertajaya on service. penerbit Mizan:
Bandung
Krisbiantoro, Aries. 2010. Analisis pengaruh kualitas pelayanan terhadap kepuasan
pasien yang berdampak pada loyalitas pasien di ruang VIP RSUD Caruban
Madiun. Tesis. Universitas Jenderal Soedirman: Purwokerto
Kotler, P and G.Amstrong. 2002. Dasar-dasar manajemen pemasaran, edisi Bahasa
Indonesia. PT Prehallindo: Jakarta
Kotler, P and Gary Amstrong. 1996. Principles of Marketing, Seventh edition. New
Jersey: Prentice Hall
Laksono, Ismawan Nur. 2008. Analisis kepuasan dan hubungannya dengan loyalitas
pasien rawat inap di Rumah sakit Dedi Jaya Kabupaten Brebes. Tesis.
Universitas Diponegoro: Semarang
Lupiyoadi, Rambat. 2006. Manajemen pemasaran jasa teori dan praktik. Salemba
empat: Jakarta
Murti, Arjun. Aashih Deshpanden an NamitaS. 2013. Service quality, customer
(patient) satisfaction and Behavioral Intention in Health Care Service :
Exploring the Indian Perspective. Journal of Health Management. Indian
Institute of Health Management research.
Omar, Nor Asiah, Muhamad Azrin Nazri, Nor Khalidah Abu dan Zoharah Omar.
2009. Parents Perceived Service Quality, Satisfaction and Trust of a Childcare
Centre: Implication on Loyalty. International Review of Business Research
Papers Vol. 5 No. 5 September 2009 Pp. 299-314. Malaysia
Oliver, Richard L. 1999. Cognitive, Affective and Atribute bases of the satisfaction
response. Journal of consumer research, 20 (3), 418-430.
Parasuraman, A, Valarie zeithmal and Berry. 1996. Delivering quality service
balancing : Customer perceptions and expectations. New York
Rais, Abdul Rozaq. 2003. Analisis Perilaku Konsumen terhadap Keputusan Rawat
Inap: Studi pada Pasien RS. PKU Muhammadiyah. Tesis. Universitas
Muhammaiyah Surakarta

79

Ramez, Wathek S. 2012. Patients perception of health care quality, satisfaction and
behavioral intention : An empirical study in Bahrain. Journal. College of
business and finance Ahlia University: Bahrain
Rajib, Rahman and Shawgat S. Kutubi. 2013. Assessment of service quality
dimensions in healthcare industry A study on patients satisfaction with
Bangladeshi private Hospitals. International Journal of Business and
Management Invention ISSN (Online): 2319 8028, ISSN (Print): 2319
801X www.ijbmi.org Volume 2 Issue 4 April. 2013 PP.59-67. Independent
University, Bangladesh (IUB).
Rifai, Achmad. 2005. Pengaruh Persepsi Masyarakat Terhadap Pemanfaatan
Pelayanan Pengobat-an di Puskesmas Binjai Kota Tahun 2004. Tesis .
Universitas Sumatera Utara: Medan
Silalahi, Mariaty. 2007. Analisis pengaruh kualitas pelayanan dalam kaitannya
dengan loyalitas pasien rawat inap di Rumah sakit Islam Malahayati Medan.
Tesis. Program Pascasarjana Universitas Sumatera Utara: Medan
Singarimbun, M dan S.Effedi. 2000. Metode penelitian survey. LP3S: Jakarta
Sugiyono. 2003. Statistik untuk penelitian. CV Alfabeta: Bandung
Tjiptono F. 2004. Manajemen jasa. Andi offset: Yogyakarta
Umar, Husein. 2002, Metode Penelitian Untuk Skripsi Dan Tesis Bisnis, Cet ke 6,
Jakarta : PT RajaGrafindo Persada
Wahdi, Nirsetyo. 2006. Analisis factor-faktor yang mempengaruhi kepuasan pasien
sebagai upaya meningkatkan loyalitas pasien : Studi empiris pada Rumah
sakit Panti Wilasa Citarum Semarang. Tesis. Program pascasarjana
Universitas Diponegoro: Semarang
Wiyono, Azis Slamet dan M. Wahyuddin. 2005. Studi tentang kualitas pelayanan dan
kepuasan konsumen di Rumah sakit Islam Manisrenggo Klaten. Jurnal Tesis.
Program Pascasarjana Universitas Muhammadiyah Surakarta
Yazid. 1999. Pemasaran Jasa. Penerbit ekonisia fakultas ekonomi UII: Yogyakarta
Zamil, Ahmad Mahmoud. 2012. The impact of health service quality on patients
satisfaction over private and public hospitals in Jordan : A Comparative study.
International Journal of Marketing studies Vol 4, No.1, February 2012. King
Saudy University: Saudi Arabia