DAFTAR PUSTAKA
Abdullah, F. (2006). “The development of HEdPERF: a new measuring instrument of service quality for the higher education sector”, International. Jounal. of Counseling. Study. 30: 569-581.
Alma, Buchari. (2005). Pemasaran Strategik Jasa Pendidikan. Bandung : , Penerbit, CV Alfabeta, Bandung,.
Alma, Buchari. (2007). Kewirausahaan untuk mahasiswa dan umum. Penerbit, CV Alfabeta, Bandung,.
Alma, Buchari. (2008). Manajemen Corporate & Strategi Pemasaran Jasa Pendidikan : Fokus Pada Mutu dan Layanan Prima. Penerbit, CV Alfabeta, Bandung,. Anatan, Lina (2008), Service Excellence ; Competing Through Competitiveness,
Penerbit, CV Alfabeta, Bandung,
Athiyaman, Adee (2000), “ANZMAC 2000 Visionary Marketing For The 21st
Century Facing The Challenge” :. International Journal, 50 - 55.
Abdulhak, Ishak (2001), Komunikasi Pembelajaran :Pendekatan Konvergensi dalam Peningkatan Kualitas dan Efektivitas Pembelajaran. Bandung : UPI Depdiknas.
Bachrudin, A. dan Harapan L.T. (2003). Analisis Data Untuk Penelitian Survey dengan Menggunakan Lisrel 8. Bandung : Jurusan Statistika UNPAD.
Barata, A.A (2003), Dasar – Dasar Pelayanan Prima, Penerbit PT. Gramedia, Jakarta. Brochado, A. (2009). “Comparing alternative instruments to measure service quality in
higher education”, Q. Assur. In Edu. 17, 174-190.
Bowen, Howard R. (1980) The Costs of Higher Education, Josey – Bass Publisher, San Francisco, California.
Bers, T dan Galowich, P (2002). Using Survey and Focus Group Research to Learn About Parents’ Role in The Community College Choice Process. Community College Review, 29 (4), 67 -79
Bitler, D., Rankin, W., & Schrass, J. (2000) . Academic Affairs Online : A Survey of Information. Available on Website in Higher Education. College Student Journal, 34 (3), 325 – 333.
Benshoff & Spruill, (2000). Helping Beginning Counselor Develop a Personal Theory of Counseling. Counselor Education and Supervision, 30, 70 – 79.
Buku II, Standar dan Prosedur Akreditasi Program Studi Sarjana (2008) Badan Akreditasi nasional Perguruan Tinggi (BAN – PT),
Buku Profil Universitas Padjadjaran Tahun 2010
Buku VI, Suasana Akademik (2005) Direktur Pembinaan Akademik dan Kemahasiswaan, Dirjen Dikti Depdiknas.
Buku Panduan Pengisian Borang (2009) Badan Akreditasi Nasional Perguruan Tinggi (BAN – PT),
Clark, M., Sawyer, S., & severy, L.(2004). Creating Connection : Using a Narrative Approach in Career Group Counseling with College Student from Diverse Cultural Background. Journal of College Counseling, 7 (1), 24-32
Cartin. T.J. (1999). Principles and practices of organizational performance excellence, Milwaukee, Wis. : ASQ Quality Press; London : McGraw-Hill.
Dirjen Dikti Depdiknas ,(2004), Strategi Jangka Panjang Pendidikan Tinggi ; 2003 – 2010 (HELT) ; Mewujudkan Perguruan Tinggi berkualitas.
Dirjen Dikti Depdiknas ,(2004), Strategi Jangka Panjang Pendidikan Tinggi ; 2003 – 2010 (HELT) ; Meningkatkan Peran Serta Masyarakat.
Deberald, S. julka, D. & Spielman, (2004). Predictor of Academic Achievement and Retention Amonf College Fresmen : A Longitudinal Study. College Student Journal, 38 (1),66-74.
Evan, Nancy J., Forney, Deanna S., and Dibrito, Florence Guido, (1998), Student Development In College ; Theory, Research and Practice, Josey – Bass Publisher, San Francisco, California.
Engkoswara dan Komariah, A. (2010). Administrasi Pendidikan. Bandung: Alfabeta Elhaithammy. (1990). Service Excellence. Ujung Tombak Bank Marketing, Bank dan
Manajemen. Yogyakarta : Penerbit Andi
Faganel, A. (2010). “Quality Perception Gap Inside The Higher Education institution”. International Journal of academic research. 2( 1), 213-215.
Fry, Heather., Ketteridge, Steve and Marshall, Stephanie., (2009) A Handbook for Teaching and Learning in Higher Education ; Enhacing Academic Practice, Third Edition, Routledge Taylor & Francis Group, New York, London.
Fitzsimmons, J.A & Mona J., (2008) Service Management : Operations, Strategy, Information Technology, Sixth Edition, McGraw-Hill Irwin, New York. Foster, S.T. (2007) Managing Quality: Integrating The Supply Chain, Pearson Prentice
Hall. United Stated of America.
Furqon, H. (2007) Kualitas Pelayanan Pada Perguruan Tinggi, Jurnal Ilmu Administrasi STIA LAN.
Gaffar, F., (2006) “Pengembangan Sistem Manajemen Akademik Universitas” Makalah, UPI.
Gao, Y. & Wei, W. (2010). Measuring Service Quality and Satisfaction of Student in Chinese Business Education.. Accessed from world wide web. http://it.swufe.edu.cn/UploadFile/other/xsjl/sixwuhan/Paper/IM131.pdf Gaspersz, Vincent, (1997) Manajemen Kualitas Dalam Industri Jasa, Penerbit, PT.
Gramedia Pustaka Utama, Jakarta,
Gerson, R.F, (2002) Mengukur Kepuasan Pelanggan, Panduan Menciptakan Pelayanan Bermutu, Penerbit, PPM.
Gronroos, C. (2000), Service Management and Marketing : A Customer Relationship Management Approach, Second Edition, Chishester : John Wiley & Sons, Ltd. Hoy, Wayne K, and Miskel Cecil G. (2001). Education Administration. New York :
Mcraw – Hill.
Hagie, C., Kuo, J. & Miller, M. (2004). Encoraging College Student Succes : The Instructional Challenges, Response Strategies, and Study Skill of Contemporary Undergraduates. Journal Instructional Psychology, 31, 60-71. Hampton, G. M. (1993). “Gap analysis of college student satisfaction as a measure of
professional service quality”. Journal of professional service marketing. 9 (1),115-128
Hamalik, O., (2003), Manajemen Belajar di Perguruan Tinggi, Penerbit Sinar Baru Algensindo, Bandung.
Hurriyati, Ratih., (2010), Bauran Pemasaran dan Loyalitas Konsumen, CV Alfabeta, Bandung,.
Hadari, Nawawi. (2003). Manajemen Strategik ; Organisasi Non Profit Bidang Pemerintahan Dengan Ilustrasi di Bidang Pendidikan. Yogyakarta : Gadjah Mada University Press.
Indrajit, R.Eko & Djokopranoto, R., (2006) Manajemen Perguruan Tinggi Modern, Penerbit Andi, Yogyakarta.
Jedamus, Paul., Peterson, Marvin W., And Associates (1980), Improving Academic Management, Josey – Bass Publisher, San Francisco, California.
Johansson, Henry J., (1993), Best Practices in Reenginering, USA : McGraw-Hill Book.
Joseph, M. & Joseph, B. (1998). Identifying needs of potential students in tertiary education for strategy development. Quality Assurance in Education, 6(2), 90-96.
Kaleem, A. & Rahmat (2004). “Analyzing the Services quality of Business Schools In Pakistan: A Comparative and Analytical View”. In proceedings of South Asian Management Forum, 86-95.
Komara, H. Endang (2009) Peran E – Learning dalam Pembelajaran Efektif. http
://endangkomarasblog.blogspot.com/2012/03/peran-e-learning-dalam-pembelajaran.html.
Krisnawan, (2009). Pengertian dan Ciri – Ciri Pembelajaran. http : //krisna1.blog.uns.ac.id/2012/06/19/pengertian-dan- ciri-ciri-pembelajaran.html.
Kevin M. elliot dan Margaret A. Healey (2001), Journal of Marketing for Higher Education .10 (4),.
Kotler, Philips, and Keller, Kevin Lane., (2009). Marketing Management ,Pearson, Prentice Hall.
Kotler, Philips, and Fox, Karen F.A., (1995). Strategic Marketing for Educational Institutions, second edition, Prentice Hall,Inc Englewood Cliffs, New Jersey . Kusnendi. (2005). Konsep dan Aplikasi Model Persamaan Struktural (SEM) dengan
Program LISREL 8, Bandung : Jurusan Pendidikan Ekonomi FPIPS.
Kusnendi. (2008). Model – Model Persamaan Struktural, satu dan Multigroup sampel dengan LISREL, Penerbit Alfabeta, Bandung.
Laporan Tahunan Universitas Pendidikan Indonesia (2010), Badan Hukum Milik Negara (BHMN)
Moore, Kenneth D. 1999. Middle and Secondary School Instructional Methods, Seconds Edition. Boston: McGraw-Hill Companies, Inc.
Makmun, A.S. (2000). Psikologi Pendidikan ; Perangkat Sisstem Pengajaran Modul, Penerbit PT. Remaja Rodaskarya, Bandung.
Miarso, Yusufhadi, 2004. Menyemai Benih Teknologi Pendidikan. Jakarta : Kencana Noel-Levitz, (2004) National Enrollment Management Study, Noel- Levitz, inc . Noel-Levitz, (2006) Retrieved Mei 14, 2011, from website http://www.noellevitz.com Nasution, M.N, (2001) Manajemen Jasa Terpadu, Jakarta Ghalia Indonesia,.
Nasution, S. (2010) Metode Penelitian Naturalistik Kualitatif, Bandung : Tarsito.
Nugraha, (2011) Management of Quality Services in Higher Education. International Seminar on Improving the Quality of Student Achievement in Higher Education, Bangkok, Thailand.
Nugraha, (2011) Penerapan Dimensi Kualitas Pelayanan Dalam Mengukur Kepuasan Mahasiswa di Perguruan Tinggi, Karya Ilmiah. Dipresentasikan dalam Seminar Nasional Industrial Services 2011 di Universitas Sultan Ageng Tirtayasa.
Njotoprajitno, R.S. (2011) Peran Faktor – faktor Strategis Akuntabilitas Dalam Sistem Manajemen universitas. Disertasi Doktor pada SPS UPI Bandung : tidak diterbitkan.
Noesan, W. (2003) Manajemen Mutu Layanan Pendidikan untuk Kepuasan Peserta Didik pada Kawasan Pendidikan Jatinangor (UNPAD – STPDN – UNWIM – IKOPIN). Disertasi Doktor pada SPS UPI Bandung : tidak diterbitkan.
Peraturan Pemerintah Republik Indonesia Nomor 66 Tahun 2010 Tentang Perubahan atas Peraturan Pemerintah Nomor 17 Tahun 2010 tentang Pengelolaan dan Penyelenggaraan Pendidikan.
Peraturan Menteri Pendidikan Nasional No. 6 tahun 2010 (Perubahan Permendiknas No, 28 tahun 2005) tentang Badan Akreditasi Nasional (BAN) – PT
Peraturan Pemerintah RI No. 19 Tahun 2005 tentang Standar Nasional Pendidikan Quan, C. James and Associates, (1980), Admission, Academic Records, and Register
Services, Josey – Bass Publisher, San Francisco, California
Riduwan dan Kuncoro, Engkos Achmad, (2008), Cara menggunakan dan Memakai Analisis Jalur (Path Analysis), Penerbit, CV Alfabeta, Bandung.
Riwajatna, J (2004), Pelayanan Administrasi Akademik Perguruan Tinggi ; Konseptual – Operasional, Penerbit, CV. Alfabeta, Bandung.
Riduwan. (2009) Manajemen Pemasaran Perguruan Tinggi, Disertasi Doktor pada SPS UPI Bandung : tidak diterbitkan.
Ronald. C.Doll (1989), Curriculum Improvement : Decision Making and Process, Allyn and Bacon Prentice Hall,Inc Englewood Cliffs, New Jersey .
Rustaman, N., Rochintaniawati, D., Nurjihani, M. K., subekti, R., Redjeki, S., Adi Yudianto, S.,Dirdjosoemarto, S., H, Yanti., dan achmad, Y. (2001). Strategi Belajar mengajar. JICAIMSTEP: Tidak diterbitkan.
Ranking Web of World Universities Retrieved Maret 14, 2012, from website
http://www.webometrics.info/
Robbins, S.P. (2001). Organizational Behavior. Upper Saddle River : Prentice Hall, Inc. Sallis, Edward. (1993). Total Quality Management in Education. New Jersey. Prentice –
Hall. Inc. Engliwood Cliffs.
Saputra, U. (2011), Penjaminan Mutu, diakses dari http://uharsputra.wordpress.com/materi-kuliah/manajemen-mutu/konsep-penjaminan-mutu/
Sallis, Edward. (2011). Manajemen Mutu Terpadu Pendidikan. Penerbit IRCiSoD. Yogyakarta.
Sanjaya, Wina (2008). Strategi Pembelajaran berorientasi Standar Proses Pendidikan. Jakarta : Kencana.
Strauss, L. & Volkwein, J. (2004). Predictors of Student Commitment at Two-Year and Four Year Institutions. Journal of Higher Education, 75 (2), 203 – 212. Schneider, B. (2004). “welcome to the World of Services Management”, Academy of
Management Executive, Vol. 18, No. 2, pp. 144-150.
Schellekens, A., Paas, F., & Van Merriënboer, J. J. G. (2003). Flexibility in higher professional education: A survey in business administration programmes in the Netherlands. Higher Education, 45, 281-305.
Soetisna (2000), Total Quality Management Hand Book. Bandung : Kantor Kosultan DAS.
Sutisna (2002). Perilaku Konsumen dan Komunikasi Pemasaran, PT. Remaja Rodaskarya, Bandung.
Sudjana, N. (1995). Penilaian Hasil Proses Belajar Mengajar, Penerbit PT. Remaja Rodaskarya, Bandung.
Sugiyono, (2010) Metode Penelitian Administrasi, Penerbit, CV Alfabeta, Bandung, Supranto, J, (2001).Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa
Pasar, Penerbit, PT Rineka Cipta,
Sutikno, M.S (2005). Pembelajaran Efektif : Apa dan bagaimana mengupayakannya ?. Penerbit NTP Press, Mataram.
Sukardi, Dewa Ketut dan Nila Kusmawati. (2008). Proses Bimbingan dan Konseling di Sekolah. Jakarta: Rineka Cipta
Seidman, A. (1996). “Recruitment Begin with Retention : Retention Begin with Recruitment”. Colleague. State University of New York, 40 – 45
Spanbauer, Stanley J., (1987), Quality First in Education.. Why not ?. Appleton, Wisconsin, Fox valley technical College Foundation.
Spanbauer, Stanley J., (1989), Measuring and Costing Quality in Education. Appleton, Wisconsin, Fox valley technical College Foundation.
Spanbauer, Stanley J., (1992), A Quality System For Education. Milwaukee, Wisconsin, Fox valley technical College Foundation.
Stephens, Richard A. (2007) Importance and Satisfaction with Institutional Factors Among Student in Technical Colleges in Georgia, Disertation, Statesboro ; Georgia.
Surat Keputusan Senat Akademik Institut Teknologi Bandung (ITB), Nomor : 09/SK/I1 – SA/OT/2011)
Tjiptono, Fandy.,dan Chandra, Gregorious, (2003) Services, Quality dan Satisfaction, Penerbit Andi, Yogyakarta.
Tjiptono, Fandy.,dan Chandra, Gregorious, (2005) Services, Quality dan Satisfaction, Penerbit Andi, Yogyakarta.
Tiwana, Amrit. (2001). The Essential Guide to Knowledge Management : E – Busines and CRM Application. Prentice Hall : USA.
Tilaar, H.A.R (1998). Manajemen Pendidikan Nasional, Penerbit PT. Remaja Rodaskarya, Bandung.
Towns, T (1997). Georgia Study : Cites hope for Student Retention, Better Grades : Model For National Plan Appears Successful. Black Issues in Higher Education, 14 (7), 14 – 15.
Tse, D.K and P.C. Wilton (1988), Models of Consumer Satisfaction Formation : An Extension, journal of Marketing Research, pp. 1-17.
Tjiptono, Fandy, (2000) .Manajemen Jasa, Penerbit, Andi Offset, Yogyakarta,
Tjiptono, Fandy, (2000) .Prinsip-prinsip Total Quality Service, Penerbit, Andi Offset, Yogyakarta,
Udin, S. dan Makmun, A.S. (2005). Perencanaan Pendidikan ; Suatu Pendekatan Komprehensip, Penerbit PT. Remaja Rodaskarya, Bandung.
Undang – Undang Republik Indonesia Nomor 20 Tahun 2003 Tentang Sistem Pendidikan Nasional.
Wijanto, S.H. (2008), Structural Equation Modeling dengan LISREL 8.8, Penerbit, Graha Ilmu, Yogyakarta
Wyckoff, S.C (1999). The Academic Advising Process in Higher Education ; History, Research, and Improvement. Recruitment & Retention in Higher Education, 13 (1), 1 – 3.
Wahab, A.A (2002). Anatomi Organisasi dan Kepemimpinan Pendidikan : Telaah terhadap Organisasi dan Pengelolaan Organisasi Pendidikan. Bandung : Alfabeta.
Zeithaml, Valarie A., Bitner, Mary Jo., and Gremler, Dwayne D,, (2008) Service Marketing : Integrated Customer Focus Across the Firm, McGraw – Hill Education (UK) Limited.
Zeshan, et al (2010) Assessing Service Quality In Business Schools: Implications For Improvement. 3rd International Conference on Assesing Quality in Higher Education, Lahore – Pakistan.
