110

DAFTAR REFERENSI

Baequni, (2002). Analisis Validitas dan Reliabilitas Instrumen Kepuasan Pelanggan

di Instalasi Rehab Medik (IRM) Rumah Sakit X Tahun 2002, Tesis PS-IKM,

Universitas Indonesia.

Cipolle RJ., Strand LM., Morley PC., (1998). Pharmaceutical Care Practice.

McGraw-Hill, Health Profesion Division. New York.

Churchill GA., Lacobucci D., (2004). Marketing Research, Methodological

Foundatios, 9th Edition,Thomson South-Western.

Curry A., Sinclair E,, (2002). Assessing the quality of physiotherapy services using

Servqual. International Journal of Health Care Quality Assurance, Volume: 15.

Camilleri D, O’Callaghan M, (1998). Comparing public and private hospital care

service quality. International Journal of Health Care Quality Assurance.Volume:11.

Departemen Kesehatan RI, (1980). Peraturan Pemerintah no. 25 tentang Apotek,

Jakarta

Departemen Kesehatan RI, (1993). Peraturan Menteri Kesehatan Nomor

922/Menkes/Per/X/1993, tentang Ketentuan dan Tata Cara Pemberian Ijin Apotek.

Departemen Kesehatan RI, (2004). Keputusan Menteri Kesehatan

no.1027/Kep/IX/2004 tentang Standar Pelayanan Kefarmasian di Apotek.

Departemen Kesehatan, (2006). Direktorat Jenderal Bina Kefarmasian dan Alat

Kesehatan, Buku Petunjuk Teknis Pelaksanaan Standar Pelayanan Kefarmasian di

Apotek, Jakarta.

Universitas Indonesia

Analisis tingkat..., Mas'ud, FMIPA UI, 2009

111

Donabedian A, (1980). Explorations in Quality Assessment and Monitoring, Vol. 1

Ann Arbor, Mich.: Health administration Press.

Engel, James F. et.al., (1990). Consumer Behavior. Chicago The Dryden Press, 6 th

edition

Gerson., Richard F., (2002). Mengukur kepuasan pelanggan, Panduan menciptakan

pelayanan bermutu. Edisi bahasa Indonesia dari buku : Measuring Customer

Saticfactions, alih bahasa : Hesti Widyaningrum, PPM, Jakarta.

Goldstein DG., Jhonson EJ., Herrmann A., Heitmann M., (2008). Nudge Your

Customers Toward Better Choice. Harvard Business Review, December 2008.

Harvard Business Review, (2007). HBR Sportlight, Customer Focus, May 2007.

Hastono, Sutanto Priyono, (2007). Analisis Data, Fakultas Kesehatan Masyarakat

Universitas Indonesia, Depok.

Harianto, Nana Khasanah, Sudibyo Supardi, (2005). Kepuasan Pasien terhadap

Pelayanan Resep di Apotek Kopkar Rumah Sakit Budhi Asih Jakarta. Majalah Ilmu

Kefarmasian, Vol. II, No.1, April 2005.

http://www.kimiafarmaapotek.com/.2008

Judith, Hall and Michael C. Dornan, (1990). Patient Sociodemographic

Characteristics As Predictors Of Satisfaction With Medical Care, Departement of

Psychology, Boston University, USA.

Karim, Andi Imran, (2007). Analisis kepuasan pelanggan studi kasus PLN Distribusi

Jakarta Raya dan Tanggerang Area Pelayanan Bulungan

Universitas Indonesia

Analisis tingkat..., Mas'ud, FMIPA UI, 2009

112

Kaplan RS., Norton DP., (2007). Using The Balanced Scorecard As A Strategic

Management System, Harvard Business Review, July-August 2007 edition.

Kerlinger FN,. Lee HB., (2000). Foundations of Behavioral Research, 4th Edition,

Wadsworth Thomson Learning.

Kotler, Philips, (1994). Marketing Management Analysis, Planning, Implementation

and Control. Englewood Cliffs, N.J Prentice-Hall Intl., Inc 8th edition.

Kotler, Philips, (1999). Marketing Management : An Asian Perspective, Singapore :

Prentice Hall

Kotler, Philip, (2000). Marketing management. New Jersey Prentice Hall.

Kotler, Philip, (2006). Title Principles of Marketing. Author Publisher Upper Saddle

River, N.J. : Pearson Education.

Krowinski, William, (1996). Satisfaction Managing and Measuring Patient

Satisfaction, American Hospital Publishing, USA.

Leebov, W. and Scott Gail, (1994). Service Quality Improvement ; The Customer

Satisfaction Stategy for Health Care, American Hospital Publishing, Inc.

Lerbin R., (2005). Kepuasan Pelanggan, Pengukuran dan Penganalisisan dengan

SPSS, PT. Gramedia Pustaka, Jakarta.

Lind DA., Marchal WG., Mason RD., (2003). Statistical Techniques in Business &

Economics, International Edition, Eleventh Edition, Mc Graw-Hill.

Lwanga S.K., Lemeshow S., (1991). Sample Size Determination in Health Studies, A

Practical Manual, World Health Organization, Geneva

Universitas Indonesia

Analisis tingkat..., Mas'ud, FMIPA UI, 2009

113

Mc Govern G., Moon Y, (2007). Companies and The Customers Who Hate Them,

Harvard Business Review, June 2007

Mostafa M., (2005). An empirical study of patients' expectations and satisfactions in

Egyptian hospitals. International Journal of Health Care Quality Assurance. Volume:

18.

Mowen, John C., (1995). Consumer Behavior. Prentice-Hall.,Inc 4 th edition.

Mowen, John C and Michael Minor, (1998). Consumer Behavior Prentice-Hall.,Inc 5

th edition.

Malhotra, Naresh K., (1999). Marketing Research :An Applied Orientation, New

Jersey, Prentice Hall, Intl, Inc. 3th edition.

Newman K, Cowling A, (1996). Service quality in retail banking: the experience of

two British clearing banks. International Journal of Bank Marketing. Volume: 14.

Pawitra TA., Tan KC., (2003). Tourist satisfaction in Singapore – a perspective from

Indonesian tourists. Journal: Managing Service Quality. Volume: 13.

Parasuraman, A Zeithaml, Valerie A. dan L Berry, (1985). A Conceptual Model of

Service Quality and It Implications, Journal of Marketing, Vol 49.

Parasuraman, A Zeithaml, Valerie A. dan L Berry, (1990). Delivering Quality

Service : Balancing Customer Perception and Expectations, The Free Press A

Division of Mac Millan inc, New York.

Parasuraman, A Zeithaml, Valerie A. dan L Berry, (1994). Reassesment of

Expectations as a Comparison Standard in Measuring Service Quality : implication

for future research. Journal of Marketing, Vol 58.

Universitas Indonesia

Analisis tingkat..., Mas'ud, FMIPA UI, 2009

114

Rasyidin, Afrizal, (2006). Analisis kepuasan pelanggan terhadap layanan customer

service PT. Excelcomindo Pratama, Tbk (XL) : Studi kasus XL Center Plaza

Semanggi Jakarta. Tesis. Program Magister Manajemen Fakultas Ekonomi,

Universitas Indonesia.

Shiffman, Leon G., and Leslie Lazar Kanuk, (2000). Consumer Behavior, New

Jersey Prentice-Hall.,Inc 5 th edition.

Sultan F, Simpson MC, Jr, (2000). International service variants: airline passenger

expectations and perceptions of service quality. Journal of Services Marketing.

Volume:14.

Sirin, (2004). Analisis Kepuasan Pelanggan Terhadap Pelayanan Kesehatan di RSUD

Budhi Asih Jakarta Timur 2004, Tesis, Administrasi dan Kebijakan Layanan Publik,

Fakultas Sosial dan Politik Universitas Indonesia.

Vinagre MH., Neves J., (2008). The influence of service quality and patients'

emotions on satisfaction. International Journal of Health Care Quality Assurance.

Volume: 21.

Vitalaya LE., (2004). Mengukur Kepuasan Nasabah pada Bank BNI. Tesis, Program

Studi Magister Akuntansi, Fakultas Ekonomi Universitas Indonesia.

Wledenmeyer.K, et al., (2006). Developing Pharmacy Practice, A Focus on Patient

Care, Hand Book 2006 edition,World Health Organization, Departement of

Medicines Policy and Standards, Geneva, Switzerland.

World Health Organization, (1997). The role of pharmacist in the Health Care

System. Preparing The Future Parmacist : Curiculer Development, Report of the 3nd

World Health Organization Consultative Group, Vancouver, Canada.

Wilkie, William L., (1990). Consumer Behavior, John Willey & Sons. 2th edition.

Universitas Indonesia

Analisis tingkat..., Mas'ud, FMIPA UI, 2009

115

Wahana Komputer, (2004). Pengolahan Data Statistik dengan SPSS 12, Penerbit

ANDI Yogyakarta.

Yuliana, (2006). Analisis Loyalitas Pelanggan Berdasarkan Persepsi Kepuasan Yang

Dipengaruhi Bauran Pemasaran di Executive Health Ceck Up Rumah Sakit Pondok

Indah Jakarta Tahun 2006, Tesis, Program Studi Kajian Administrasi Rumah Sakit

Universitas Indonesia.

Universitas Indonesia

Analisis tingkat..., Mas'ud, FMIPA UI, 2009