Khrisna Triharyo
REFERENCE
I. Books
BPS. 2014. Statistik Restoran/Rumah Makan 2013. Jakarta, Indonesia: Badan Pusat Statistik
BPS. 2015. Jumlah Kedatangan Wisatawan Mancanegara Menurut Negara Tempat Tinggal 2002-2014. Jakarta, Indonesia: Badan Pusat Statistik
BPS. 2015. Statistik Restoran/Rumah Makan 2014. . Jakarta, Indonesia: Badan Pusat Statistik
Cooper, D. R., & Schindler, P. S. (2014). Business Research Method. New York, USA:
McGraw-Hill.
Ebert, R. J., & Griffin, R. W. (2013). Business Essential. New York, USA: Pearson.
Ferrell, O., Hirt, G., & Ferrell, L. (2014). Business, A Changing World . New York, USA:
McGraw-Hill.
Ford, R. C., Sturman, M. C., & Heaton, C. P. (2012). Managing Quality Service in Hospitality: How Organizations Achieve Excellence in The Guest Experience. New York, USA: Cengage.
Kotler, P. T., & Keller, K. L. (2009). Marketing Management. New Jersey, USA:
Pearson.
Levine, D. M., Stephen , D. F., Krehbiel, T. C., & Berenson , M. L. (2011). Statistics for Manager Using Microsoft Excel . New York, USA: Pearson.
Khrisna Triharyo Lovelock, C., & Wirtz, J. (2011). Service Marketing: People, Technology, Strategy. New Jersey, USA: Pearson.
Marketing [Def. 1]. In Oxford Dictionary of English (2013), Oxford University Press.
Morrison, A. (2010). Hospitality and Travel Marketing. New York, USA: Cengage.
Product [Def. 1]. In Oxford Dictionary of English (2013), Oxford University Press.
Santoso, S. (2016). Panduan Lengkap SPSS Versi 23 . Jakarta, Indonesia: PT Elex Media Komputindo
Sekaran, U., & Bougie, R. (2013). Research Method for Business: a Skill Building Approach. West Sussex, United Kingdom: John Wiley
Studenmund, A. H. (2006). Using Econometrics: A Practical Guide. Boston, USA:
Pearson.
Sunjoyo, Setiawan, R., Carolina, V., Magdalena, & Kurniawan, A. (2013). Aplikasi SPSS untuk SMART Riset. Bandung, Indonesia: ALFABETA, cv.
Tjiptono, F., & Chandra, G. (2016). Service, Quality, and Satisfaction. Jogjakarta, Indonesia: PENERBIT ANDI .
Wathen , S. A., Marchal, W. G., & Lind, D. A. (2015). Statistical Techniques in Business and Economics. New York, USA: McGraw-Hill.
Weaver, D. B., & Lawton, L. (2014). Tourism Management. Queensland, Australia: John Wiley.
Khrisna Triharyo II. Scientific Articles from Journal
Abukhalief, A. N., & Mat Som , A. P. (2015). SERVQUAL: A Multiple Item Scale for Measuring Customer Perceptions of Restaurant's Service Quality. Journal Advances in Environmental Biology, 160-162.
Aghamolaei , T., Eftekhaari, T. E., Rafati, S., Kahnouji, K., Ahangri , S., Shahrzad, E.
M., et al. (2014). Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective. BMC Health Service Research, 1-5.
Akdag, H. C., Tarim, M., Lonial , S., & Yatkin , A. (2013). QFD application using SERVQUAL for private hospitals: a case study. Leadership in Health Services, 175-183.
Aman, B., & Abbas, F. (2016). Patient's Preception about The Service Quality of Public Hospital Located at District Kohat . Journal of the Pakistan Medical Association, 72-75.
Arambewela, R., & Hall, J. (2006). A Comparative Analysis of International Education Satisfaction using SERVQUAL. Journal of Service Research, 142-163.
Ariokiasamy , A. R., & Abdullah , A. K. (2013). SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE CELLULAR TELECOMMUNICATION SERVICE PROVIDER IN MALAYSIA. Journal of Arts, Science & Commerce, 1-9.
Caruana, A. (2002). Service Loyality The Effects of Service Quality and the Mediating role of Customer Satisfaction. European Journal of Marketing, 811-828.
De Man , S., Gemmel, P., Vlerick , P., Van Rick, P., & Dierckx, R. (2002, September).
Patient's and Personnel's Perception of Service Quality and Patient Satisfaction in Nuclear Medicine. European Journal of Nuclear Medicine Vol 29, 1110-1117.
Donlagic , S., & Fazlic, S. (2015). Quality Assessment in Higher Education Using the SERVQUAL Model. Journal of Management, 20, 39-57.
Khrisna Triharyo Izogo, E. E. (2015). Customers' Service Quality Preception in Automotive Repair.
African Journal of Management Studies, 272-288.
Kaldenberg , D., Becker, B. W., Browne, B. A., & Browne, W. G. (1997). Identifying Service Quality Strenghts and Weakness Using SERVQUAL: A study of Dental Services. Journal of Health Marketing, 69-85
Kassim, N. M., Bogari, N., & Zain, M. (2015). Femal Student's Perception of Service Quality in A Gender-Segregated College Environment. Journal of Social Behavior and Personality, 921-930.
Khomsan, A., Merita, Anwar, F., Sukandar, D., Riyadi , H., Herawati, T., et al. (2014).
Impact of Nutritional Education on Service Quality in the Integrated Service Posts (Posyandu). Pakistan Journal of Nutrition, 122-128.
Litvin, S. W., Goldsmith, R. W., & Bing, P. (2008, June). Electronic Word-Of-Mouth in Hospitality and Tourism Management. Tourism Management, 1-30
Mee, L., Ariffin , A., & Rahman, M. (2014). The Relationship among Service Quality, Customer Satisfaction and Brand Advocates in the Context of Fine Dining Restaurant Services . Journal Advances in Natural and Applied Sciences, 47-52.
Michael, Reis., Matias, J., & Azevedo, G. S. (2014). The Importance of Total Quality Management on Customer Satisfaction. Conference Paper, 1-25
Ravichandran , K., Mani, B. T., Kumar, S. A., & Prabhakaran , S. (2010). Influence of Service Quality on Customer Satisfaction Application of Servqual Model. International Journal of Business and Management, 117-124.
Khrisna Triharyo Razak , M. M., Sakrani , S. N., Wahab , S. A., Abaz, N., Yaacob , N. J., & Rodzi , S. N.
(2013). Adaptive of SERVQUAL Model in Measuring Customer Satisfaction towards Service Quality Provided by Bank Islam Malaysia Berhad (BIMB) in Malaysia.
International Journal of Business and Social Science, 189-198.
Ruiqi, Z., & Adrian , P. (2009). Using SERVQUAL to Measure the Service Quality of Travel Agents in Guangzhou, South China . Journal of Services Research, 88-107.
Shaikh , B., Mobeen, N., Azam , S., & Rabbani, F. (2008). Using SERVQUAL for Assessing and Improving Patient Satisfaction at a Rural Health Facility in Pakistan.
Eastern Mediterranean Health Journal, 447-456
Sokachaee, E. H., & Moghaddam , F. M. (2014). The Impact of Service Quality on Customer Satisfaction by Using SERVQUAL Model. International Journal of Business and Marketing, 1-16
Sulieman , A. (2013). Basic Dimension of The SERVQUAL Model and its impact on The Level of Customer Satisfaction: An Empirical Study of The Housing Bank in Karak, Jordan. European Scientific Journal, 21-34.
Wirtz, J., Tuzovic, S., & Kuppelwieser, G. V. (2014). The Role of Marketing in Today's Enterprise. Journal of Service Management, 171-194.
Yousapronpaiboon , K., & Johnson, W. C. (2013). Measuring Hospital out-patient service quality in Thailand. Leadership in Health Service, 339-355.
Yu, L., Hong, Q., Gu, S., & Wang, Y. (2007). An epistemological critique of gap theory based library assessment: the case of SERVQUAL. Journal of Documentation, 511-551.
Khrisna Triharyo III. Theses
Amalia, Meta. 2011. The Analysis of service quality and its relation with customer satisfaction for the start-up wedding organizer business (study case: Naura wedding organizer, Bandung, West Java). Bachelor Thesis. Department of Communication and Public Relation. Swiss German University, Tangerang, Indonesia.
Ghani, Arief. 2014. The Role of Mobile Banking Service Quality towards Customer Satisfaction: a Study Case of Cimb Niaga Go Mobile. Bachelor Thesis. Department of Business Administration. Swiss German University, Tangerang, Indonesia.
Har, Lily Ko King. 2008. Service Dimensions of Servcie Quality Impacting Customer Satisfaction of Fine Dining Restaurant in Singapore. Master Thesis. Department of Master in Hospitality Administration. Graduate School, University of Nevada, Las Vegas, United States of America.
Harrisman, Rio. 2015. Service quality: expectations, perceptions and satisfaction about service quality at Wall Street English, Pondok Indah, Jakarta a case study.
Bachelor Thesis. Department of Business Administration. Swiss German University, Tangerang, Indonesia.
Trinugroho, Denny Hendartono. 2014. Measuring Patients Satisfaction of Service Quality Using Servqual Analysis: Case Study Krakatau Medika Hospital. Bachelor Thesis. Department of Business Administration-Hotel and Tourism Management Concentration. Swiss German University, Tangerang, Indonesia.
Khrisna Triharyo IV. Internet
Eastern Kopi TM-“About Us” http://www.easternkopitm.com/about, Accessed on 25 April 2016.
Black Hill State University, USA “Sample Size and Margin of Error”
http://www.bhsu.edu/Portals/260/Math281/281%20Notes/Chapter%207/281ch7C.pdf , Accessed on 03 April 2016.
Suhardi. 2010. Mitos Jumlah Sampel Minimum.
suhardi.weebly.com/uploads/sampel_minimum.ppt. Accessed on 01 April 2016.
