Buku Ajar Kualitas Layanan: Teori Dan Aplikasinya
Article Sidebar
Published:
Aug 24, 2021
Keywords:
Buku Ajar, Kualitas, Layanan, Teori, Aplikasinya
Main Article Content
Abstract
Mata Kuliah ini menyajikan beberapa hal, antara lain adalah manajemen jasa, konsep kualitas, manajemen desain jasa, manajemen kualitas jasa, dan manajemen kepuasan pelanggan serta aplikasi pengukuran kualitas layanan dalam sebuah bidang jasa, pendidikan dan distribusi.
Downloads
Download data is not yet available.
Metrics
Metrics Loading ...
Article Details
How to Cite
Sulistiyowati, W. (2021). Buku Ajar Kualitas Layanan: Teori Dan Aplikasinya. Umsida Press, 1-182. https://doi.org/10.21070/2018/978-602-591-436-2
Issue
Section
Buku Ajar
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors retain copyright and grant the Umsida Press right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this platform.
References
Aljasser A.I., Sasidhar B., (2016)., “Bank Customers Perception on Service Quality and Customer Satisfaction in Saudi Arabia”., European Journal of Business and Social Sciences, Vol.4 No.11, ISSN : 2235-767X.
Basrah, S., Arifin., S, 2012, Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen Dan Minat Beli Pada Ranch Market, Jurnal Riset Manajemen Sains Indonesia (JRMSI)., Vol.3 No.1
Hadioetomo., 2009., Analisis Kualitas Layanan yang Mempengaruhi Kepuasan Pelanggan Serta Dampaknya terhadap Behavioral Intentions., Karisma., Vol. 8 No.2
Handrinos., C., M., et.al., (2015)., Using the Servqual Model to Evaluate the Quality of Services for a Farm School Store”., Journal of Marketing and Consumer Behavior in Emerging Market, Vol.1., No.1
Landrum., H., et.al., 2009., Measuring is System Service Quality with Servqual: Users’ Perceptions of Relative Importantce of the Five SERVPERF Dimensions., Informing Science: The International Journal of an Emerging Transdiscipline. Volume 12.
Manna, R., et. al., 2016., Assessing Service Quality Gap and Customer Satisfaction for Predicting Success of Customer Reference., AIMA Journal of Management & Research., Vol.9 Issue, 4
Min. V. N., Huu.m H.N., 2016., The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector., Journal of Competitiveness., Vol.8., Issue.2
Muhareb., T.M., Jones., G.J., 2014., Using Lean Six-Sigma in the Improvement of Service Quality at Aviation Industry: Case Study at the Departure Area in KKIA., Internastional Journal at Social Education, Economics and Management Engineering., Vol.8., No.1.
Munhurrun., R. P., et.al., (2010)., Service Quality in The Public Service., International Journal of Management and Marketing Research., Volume.3., No.1.
Nasution, 2004, Manajemen Jasa Terpadu (Total Service Management), Ghalia Indonesia, Bogor
Saglik., E., et.al., 2014., Service Quality and Customer Satisfaction Relationship: A Research in Erzurum Ataturk University Refectory., American International Journal of Contemporary Research., Vol.4 No.1.
Tan., Q., et.al., 2014., Service Quality and Customer Satisfaction in Chinese Fast Food Sector: A Proposal for CFFRSERV., Advance in Hospitality and Tourism Research (AHTR)., Vol.2 No.1.
Tjiptono, F., Chandra G, 2005, Service, Quality and Satistfaction, Andi Offset, Yogyakarta.
Tjiptono, F., 2000., Prinsip-prinsip Total Quality Service., Andi Offset, Yogyakarta
Tjiptono, F., 2012., Service Management: Mewujudkan Layanan Prima., Andi Offset., Yogyakarta
Trihendradi C, 2011, Langkah Mudah Melakukan Analisis Statistik Menggunakan SPSS, Andi:Yogyakarta
Widagdo., Herry., 2011., Analisis Pengaruh Kualitas Layanan dan Promosi terhadap Keputusan Konsumen membeli Koputer pada PT.XYZ Palembang., Forum Bisnis dan Kewirausahaan., Jurnal Ilmiah STIE MDP., Vol.1 No.1
Wijaya, Tony, 2011, Manajemen Kualitas Jasa: Desain Servqual, QFD, Kano), PT. Indeks, Jakarta.
Zeithaml, Parasuraman, Berry, 19990, Delivering Qulity Service: Balancing Customer Perception and Expectations. The free press, London
Basrah, S., Arifin., S, 2012, Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Konsumen Dan Minat Beli Pada Ranch Market, Jurnal Riset Manajemen Sains Indonesia (JRMSI)., Vol.3 No.1
Hadioetomo., 2009., Analisis Kualitas Layanan yang Mempengaruhi Kepuasan Pelanggan Serta Dampaknya terhadap Behavioral Intentions., Karisma., Vol. 8 No.2
Handrinos., C., M., et.al., (2015)., Using the Servqual Model to Evaluate the Quality of Services for a Farm School Store”., Journal of Marketing and Consumer Behavior in Emerging Market, Vol.1., No.1
Landrum., H., et.al., 2009., Measuring is System Service Quality with Servqual: Users’ Perceptions of Relative Importantce of the Five SERVPERF Dimensions., Informing Science: The International Journal of an Emerging Transdiscipline. Volume 12.
Manna, R., et. al., 2016., Assessing Service Quality Gap and Customer Satisfaction for Predicting Success of Customer Reference., AIMA Journal of Management & Research., Vol.9 Issue, 4
Min. V. N., Huu.m H.N., 2016., The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector., Journal of Competitiveness., Vol.8., Issue.2
Muhareb., T.M., Jones., G.J., 2014., Using Lean Six-Sigma in the Improvement of Service Quality at Aviation Industry: Case Study at the Departure Area in KKIA., Internastional Journal at Social Education, Economics and Management Engineering., Vol.8., No.1.
Munhurrun., R. P., et.al., (2010)., Service Quality in The Public Service., International Journal of Management and Marketing Research., Volume.3., No.1.
Nasution, 2004, Manajemen Jasa Terpadu (Total Service Management), Ghalia Indonesia, Bogor
Saglik., E., et.al., 2014., Service Quality and Customer Satisfaction Relationship: A Research in Erzurum Ataturk University Refectory., American International Journal of Contemporary Research., Vol.4 No.1.
Tan., Q., et.al., 2014., Service Quality and Customer Satisfaction in Chinese Fast Food Sector: A Proposal for CFFRSERV., Advance in Hospitality and Tourism Research (AHTR)., Vol.2 No.1.
Tjiptono, F., Chandra G, 2005, Service, Quality and Satistfaction, Andi Offset, Yogyakarta.
Tjiptono, F., 2000., Prinsip-prinsip Total Quality Service., Andi Offset, Yogyakarta
Tjiptono, F., 2012., Service Management: Mewujudkan Layanan Prima., Andi Offset., Yogyakarta
Trihendradi C, 2011, Langkah Mudah Melakukan Analisis Statistik Menggunakan SPSS, Andi:Yogyakarta
Widagdo., Herry., 2011., Analisis Pengaruh Kualitas Layanan dan Promosi terhadap Keputusan Konsumen membeli Koputer pada PT.XYZ Palembang., Forum Bisnis dan Kewirausahaan., Jurnal Ilmiah STIE MDP., Vol.1 No.1
Wijaya, Tony, 2011, Manajemen Kualitas Jasa: Desain Servqual, QFD, Kano), PT. Indeks, Jakarta.
Zeithaml, Parasuraman, Berry, 19990, Delivering Qulity Service: Balancing Customer Perception and Expectations. The free press, London