• Tidak ada hasil yang ditemukan

Universitas Gadjah Mada, 2021 Diunduh dari DAFTAR PUSTAKA

N/A
N/A
Protected

Academic year: 2021

Membagikan "Universitas Gadjah Mada, 2021 Diunduh dari DAFTAR PUSTAKA"

Copied!
7
0
0

Teks penuh

(1)

81 DAFTAR PUSTAKA

Al-Tit, dan Adnan. (2015). The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention. Asian Social Science, 129-139.

Alabboodi, A.S. (2018). The Effect of Customer Satisfaction on Service Quality: The Case of Iraq Banks. International Journal of Applied Science, 146-152

Ali, S.R.O., Shariff, N.A.M., Said, N.S.M., Mat, K.A. (2020). The Effects of Service Quality Dimensions on Students’ Satisfaction: Hedperf Model Adoption. Jurnal Intelek, 15 (1), 70-76.

Aljumaa, A. (2014). Investigating the Mediating Effect of Customer Satisfaction in the Service Quality–Word of Mouth Relationship. International Journal

of Business and Management Invention, 3 (3), 40-44.

Alnaser, A.S. dan Almsafir, M.K. (2014). Service Quality Dimensions and Students Satisfaction. Journal of Advanced Social Research, 4 (6).

American Society of Quality Control. (2019). Quality Glossary. Retrieved from ASQ: https://asq.org/quality-resources/quality-glossary/q

Ananth, A., Ramesh, R., dan Prabaharan, B. (2011). Service Quality GAP Analysis in Private Sector Banks: a Customer Perspective. Indian Journal of

Commerce and Management Studies, 245-252.

Annamdevula, S. (2014). Effect of Student Perceived Service Quality on Student Satisfaction, Loyalty and Motivation in Indian Universities Development of HiEduQual. Journal of Modelling in Management, 11 (2), 488-517. Ariyanto, E., Aima, M., Nurani, A. (2020). Analysis of the Effect of Service Quality

Dimensions on Student Satisfaction in Master of Management of Mercu Buana University. IOSR Journal of Business and Management, 22 (6), 5-13.

Badan Pusat Statistik. 2019. Jumlah Perguruan Tinggi 1, Mahasiswa, dan Tenaga Edukatif (Negeri dan Swasta) di Bawah Kementrian Pendidikan dan

Kebudayaan. Jakarta: BPS. Retrieved from

https://www.bps.go.id/subject/28/pendidikan.html

Banwet, D.K. dan Datta, B. (2003). A Study of the Effect of Perceived Lecture Quality on Post-Lecture Intentions. Work Study, 52 (5), 234-43.

(2)

82 Briggs, S., dan Wilson, A. (2007). A study of the influence of cost and information factors on Scottish undergraduate choice. Journal of Higher Education

Policy and Management. 29 (1), 57-72

Chandra, T., Hafni, L., Chandra, S., Purwati, A.A. (2019). The influence of service quality, university image on student satisfaction and student loyalty.

Benchmarking: An International Journal Emerald, 26 (5), 1533-1549.

Cooper, D. R., dan Schindler, P. S. (2014). Business Research Methods (pp. 151-166). New York: Mc Graw Hill.

Creswell, J.W. (2010). Research Design Pendekatan Kualitatif, Kuantitatif, dan Mixed (pp. 284-290). Yogyakarta: Pustaka Pelajar.

Dawit, J., dan Adem, U. (2018). The Effect of Perceived Service Quality on Customer Satisfaction in Private Commercial Banks of Ethiopia: The Case of Selected Private Commercial Banks at Dire Dawa Administration.

Business and Economics Journal, 9 (2).

Dora, Y.M. (2016). Word of Mouth Implications of Service Quality Mediated Student Satisfaction Studies on One Private University in Bandung. 8th

Widyatama International Seminar on Sustainability, 71-76.

Durvasula, S., Lysonski, S., Madhafi, A.D. (2011). Beyond service attributes: Do personal values matter?. Journal of Services Marketing, 25 (1), 33-46. Elliott, K.M., dan Shin, D. (2002). Student Satisfaction: An alternative approach to

assessing this important concept. Journal of Higher Education Policy and

Management, 24 (2), 197-209.

Faizan, A., Zhou, Y., Hussain, K., Nair, P.K., Ragavan, N.A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality

Assurance in Education, 24 (1), 70-94.

Gah, I.W. (2013). Pengaruh Kualitas pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan. Yogyakarta: UGM.

Ghozali, Imam. (2011). Aplikasi Analisis Multivariate Dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponegoro

Gruber, T., Fub, S., Voss, R., Glaser-Zikuda, M. (2010). Examining Student Satisfaction with Higher Education Services: Using A New Measurement Tool. International Journal of Public Sector Management, Vol. 23(2): 105-123.

(3)

83 Hair, J.F., Black, W.C., Babin, B.J., Enderson, R.E., dan Tatham, R.L. (2010). Multivariate Data Analysis, 8th ed, Upper Saddle River (pp. 102-113). London: Pearson Education.

Hanaysha, J.R.M., Addullah, H.H., dan Warokka, A. (2011). Service quality and students’ satisfaction at higher learning institutions: The competing dimensions of Malaysian universities’ competitiveness. Journal of

Southeast Asia Research, Vol. 2011.

Handayanto, E. (2018). Mediating Role of Satisfaction on Relationship between Service Quality and Word of Mouth in Islamic Private Universities in Indonesia. Advances in Social Science, Education and Humanities

Research, Vol. 231.

Ismail, I., Haron, H., Ibrahim, D.N., dan Isa, S.M. (2006). Service Quality, Client Satisfaction and Loyalty Towards Audit Firms. Managerial Auditing

Journal, 738-756.

Jiewanto, A., Laurens, C., Nelloh, L. (2012). Influence of Service Quality, University Image, and Student Satisfaction toward WOM Intention: A Case Study on Universitas Pelita Harapan Surabaya. Procedia - Social

and Behavioral Sciences, 40, 16-23.

Katadata. 2019. Tertinggi Sejak 1997, Jumlah Mahasiswa Indonesia 2018 Capai 7 Juta Jiwa. Jakarta: Katadata. Retreieved from https://databoks.katadata.co.id/datapublish/2019/09/26/tertinggi-sejak-1997-jumlah-mahasiswa-indonesia-2018-capai-7-juta-jiwa

Katukurunda, K.G.W.K., Yajid, M.S.A., Khatibi, A., F, Azam, S.M. (2018). Programme Quality, Students’ Satisfaction and Their Word-of-Mouth: Is There any Relationship?. International Journal of Recent Innovations in

Academic Research, 2 (8).

Kementerian Pendidikan dan Kebudayaan Republik Indonesia. (2020). Peraturan Mendikbud tentang Pendirian, Perubahan, Pembubaran Perguruan Tinggi Negeri, dan Pendirian, Perubahan, Pencabutan Izin Perguruan Tinggi Swasta (Permendikbud Nomor 7 tahun 2020) Jakarta: JDIH. Retrieved fromhttps://jdih.kemdikbud.go.id/arsip/Salinan%20PERMENDIKBUD% 207%20TAHUN%202020%20FIX.pdf

Kementerian Riset, Teknologi, dan Pendidikan Tinggi Republik Indonesia. (2018). Statistik Pendidikan Tinggi. Jakarta: PDDikti. Retrieved from https://pddikti.kemdikbud.go.id/asset/data/publikasi/Statistik%20Pendidi kan%20Tinggi%20Indonesia%202018.pdf

Kotler, P. (2016). Marketing Management 15th Edition (pp. 153-157). New Jersey: Pearson.

(4)

84 Kundi, G.M., Khan, M.S., Qureshi, Q.A., Khan, Y., Akhtar, R. (2014). Impact of Service Quality on Customer Satisfaction in Higher Education Institutions.

Industrial Engineering Letters, 4 (3), 23-28.

Long, C.S., Ibrahim, Z. dan Kowang, T.O. (2014). An Analysis on the Relationship between Lecturer’s Competencies and Student’s Satisfaction.

International Education Studies, 7 (1), 37-46.

Le, T.D.M. (2018). Word-of-Mouth Processing and Higher Education Choice Factors. Melbourne : RMIT University.

Lovegrove, M.N., Lewis, R., dan Fall., C. (1985). Students’ preferences for discipline practice in schools. Teaching and Teacher Education, 1 (4), 325-333.

Lupiyoadi. (2013). Manajemen Pemasaran Jasa (pp. 230-246). Jakarta: Salemba Empat

Mansori, S., Vaz, A., Ismail, Z. (2014) Service Quality, Satisfaction and Student Loyalty in Malaysian Private Education. Asian Social Science, 10 (7). Martin, M.J. (2016). Customer's Determination of Service Quality and Satisfaction

in A Return/Repair Process: A Quantitative Study. International Academy

of Marketing Studies Journal, 36-52.

Mefoh, P.C., Nwoke, M.B., Chukwuorji, J.C., Chijioke, A.O. (2017). Effect of cognitive style and gender on adolescents’ problem solving ability.

Thinking Skills and Creativity, 47–52.

Mestrovic, D. (2017). Service Quality, Students’ Satisfaction and Behavioral Intentions in STEM and IC Higher Education Institution. Interdisciplinary

Description of Complex Systems, 15 (1), 66-77.

Minh, N.H., Ha, N.T., Anh, P.C., dan Matsui, Y. (2015). Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam. Asian

Social Science, 73-85.

Mosahab, R., Mahamad, O., Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International Business

Research, 3 (4), 72–80.

Munap, R. dan Yahaya, Z. (2019). Examining the Relationship of Service Quality to Word-of-Mouth at Higher Education: Mediated by Students’ Satisfaction. International Journal of Innovation, Creativity and Change, 6 (8).

Munusamy, J., Chelliah, S., dan Mun, H. W. (2010). Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia.

(5)

85

International Journal of Innovation, Management and Technology,

398-404.

Ngaliman, dan Giofani, M. (2019). The Effects of Tangible, Responsiveness and Reliability on Customer Satisfaction of Delivery Services. SSRG

International Journal of Economics and Management Studies, 86-92.

Novelia, R. (2009). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Wajib

Pajak: Studi Pada Sistem Administrasi Manunggal di Bawah Satu Atap Kota Depok. Depok: Universitas Indonesia.

Osman, A.R., Sarkar, J.B., Islam, S. (2017). Revisiting Student Satisfaction Through SERQUAL: Private Tertiary Education Perspective. British

Journal of Education, 5 (11), 119-137.

Ozdemir, A., Tozlu, E., Sen, E., Atesoglu, H. (2016). Analyses of word-of-mouth communication and Its effect on students’ university preferences.

Procedia - Social and Behavioral Sciences, 235 (2016), 22-35.

Pakurar, M., Haddad, H., Nagy, J., Popp, J., Olah, J. (2019). The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sectors. Sustainability Journal, 1-24.

Parasuraman, Berry, dan Zeithaml. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of

Retailing, 23.

Palmer, A. dan Koenig-Lewis, N. (2011). The Effects of Pre-Enrolment Emotions and Peer Group Interaction on Students’ Satisfaction. Journal of

Marketing Management, 27 (11-12), 1208-1231.

Paul, Mittal, dan Srivastav. (2016). Impact of Service Quality on Customer Satisfaction in Private and Public Sector Banks. The International Journal

of Marketing, 606-622.

Pradana, R. (2019). Analisis Pengaruh Kualitas pelayanan Terhadap Kepuasan dan Loyalitas Konsumen PT BCA Finance. Yogyakarta: UGM

Sakdiyakorn, M., Golubovskaya M., dan Solnet D. (2021). Understanding Generation Z through collective consciousness. International Journal of

Hospitality Management. Volume 94

Saif, N.I. (2014). The Effect of SQ on Student Satisfaction: A Field Study for Health Services Administration Students. International Journal of

(6)

86 Sanjaya, D.P.W., Yasa, N.K. (2018). The Effect of Service Quality on Customer Satisfaction, Positive Word of Mouth and Corporate Image. IOSR Journal

of Business and Management, 20 (7), 28-33.

Sekaran, dan Bougie. (2016). Research Methods for Business (pp. 111-113). West Sussex: John Wiley dan Son.

Shahzadi, I., Kousar, R., Jabeen, C., Waqas, A., Gilani, S.A. (2017). Knowledge, attitude and practices among nurses regarding HIV/AIDS in mayo and services hospital Lahore Pakistan. International Journal of Innovative

Research and Development, 6 (5) (2017), 155-165.

Stokes, D. dan Lomax, W. (2002). Taking control of word-of-mouth marketing: the case of an entrepreneurial hotelier. Journal of Small Business and

Enterprise Development, 9 (4), 349-357.

Sugiyono. (2011). Metode Penelitian Kombinasi (pp. 99-108). Bandung: Alfabeta. Suharto dan Sulistiyono. (2015). The Relationship of Service Quality on Consumer

Satisfaction in Shipyard Industry. Modern Applied Science, 247-257 Suwaryanto. (2007). Analisis Pengaruh Kualitas pelayanan Terhadap Kepuasan

Kepuasan Pelanggan pada Kantor Pendaftaran Penduduk dan Catatan Sipil Kabupaten Sleman. Yogyakarta: UGM.

Teerawut, T. (2011). Undergraduate Student’s Satisfaction Toward The New Education System in Thailand. International Journal of Social Sciences

and Humanity Studies, 3 (2).

Teo, R. dan Soutar, G.N. (2012). Word of Mouth Antecedents in an Educational Context: A Singaporean Study. International Journal of Educational

Management, 26 (7), 678-695.

Thi Hoa, N., Thi Hang, N. (2016). A Study on Re-enroll Intention Toward Advanced Level of Higher Education for International Students in Taiwan.

European Journal of Business and Management, 8 (33).

Tjiptono, F. (2015). Strategi Pemasaran Edisi Empat (pp. 83-95). Yogyakarta: Andi.

Tjiptono, F. dan Chandra, G. (2011). Service, Quality dan Satisfaction Edisi 3 (pp. 164-165). Yogyakarta: Andi.

Tjiptono, F. dan Diana, A. (2015). Pelanggan Puas, Tak Cukup (pp. 67-74). Yogyakarta: Andi.

Turner, A. (2015) Generation Z: Technology and Social Interest. J. Individ.

(7)

87 Utomo, S. (2010). Analisa Kepuasan Pelanggan Terhadap Kualitas Pelayanan pada PT X dengan Menggunakan Metode Servqual. Jakarta: Universitas Indonesia.

Wiers-Jenssen, J., Stensaker, B. dan Grogaard, J.B. (2002). Student Satisfaction: towards an empirical deconstruction of the concept. Quality in Higher

Education, 8 (2), 183-195.

Witharka, R. (2016). Analisis Kualitas pelayanan dengan Menggunakan Metode Servqual dan Model Kano Pada PT Primacom Interbuana. Sleman: UGM.

Referensi

Dokumen terkait

Analisis Pengaruh Kualitas Produk, Harga, Lokasi dan Kualitas Pelayanan terhadap Minat Beli Ulang Konsumen.. Diponegoro Journal of Management, Volume

Differences in food consumption and nutritional intake between children with autism spectrum disorders and typically developing children: A meta-analysis.. Diet

Hidayatika, A., 2019, Kajian Penggunaan Antibiotik pada Pasien Bedah Digestif Dewasa dan Sensitivitas Antibiotik Di Bangsal Dewasa Rumah Sakit Akademik Universitas Gadjah

Sari, Alfhica Rezita, 2018, Perlindungan Hukum Pemberi pinjaman Dalam Penyelenggaraan Financial Technology Berbasis Peer to Peer Lending di Indonesia, Skripsi, Program Sarjana

Kajian Tentang Sistem Pengolahan Limbah Pada Industri Alkohol di Desa Bekonang Kecamatan Mojolaban Kabupaten Sukoharjo... Surakarta: Fakultas Keguruan dan Ilmu

Pari, G., A. Karakterisasi Struktur Nano Karbon dari Lignosellulosa. Quality of Wood and Charcoal from Eucalyptus Clones for Ironmaster Use. International Journal of

Kelompok Studi Karst, Fakultas Geografi, Universitas Gadjah Mada.. Polygonal Karst Morphology Of Karangbolong Area,

Model of Temporary Public Open Space in City-Kampong, with SEM Analyze (Case Study: Paseban, Jakarta, Indonesia).. IACSIT International Journal of Engineering and