| dc.identifier.citation | Anderson, E., 1995, High tech v. high touch: a case study of TQM implementation in higher education, Managing Service Quality, Vol. 5 No. 2, pp. 48-56. Becket, N. dan Brookes, M., 2006, Evaluating quality management in university departments, Quality Assurance in Education, Vol. 14 No. 2, pp. 123-142. Buttle, F., 1996, SERVQUAL: review, critique research agenda, European Journal of Marketing, Vol. 30 No. 1, pp. 8-32. Cronin, J. J. dan Taylor, S. A., 1992, Measuring service quality: re-examination and extention, Journal of Marketing, Vol. 56 No. 3, pp. 56-68. Cronin, J. J. dan Taylor, S. A., 1994, SERVPERF versus SERVQUAL: reconciling performancebased and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58 No. 1, pp. 123-131. Cuthbert, P. F., 1996a, Managing service quality in higher education: is SERVQUAL the answer? Part 1, Managing Service Quality, Vol. 6 No. 2, pp. 11-16. Cuthbert, P. F., 1996b, Managing service quality in higher education: is SERVQUAL the answer? Part 2, Managing Service Quality, Vol. 6 No. 3, pp. 31-35. Firdaus, A., 2006, The development of HEdPERF: a new measuring instrument of service quality for the higher education sector, International Journal of Consumer Studies, Vol. 30 No. 6, pp. 569-581. Hill, F. M., 1995, Managing service quality in higher education: the role of student as primary consumer, Quality Assurance in Education, Vol. 3 No. 3, pp. 10-21. Kaplan, R. M. dan Saccuzzo, S. P., 1993, Psychological testing: principles, application and issue, Brooks/Cole Publishing, California. Kwan, P. dan Ng, P., 1999, Quality indicators in higher education – comparing Hong Kong and China’s students, Managerial Auditing Journal, Vol. 14 No. 1, pp. 20-27. Lewis, R. C. dan Booms, B. H., 1983, The marketing aspects of service quality, in Berry, L., Shostack, G., dan Upah, G. (Eds), Emerging perspectives on service marketing, American Marketing Association, Chicago, pp. 99-107. Lovelock, C., 1983, Classifying services to gain strategic marketing insights, Journal of Marketing, Vol. 47 No. 3, pp. 9-20. Mazzarol, T., 1998, Critical success factors for international education marketing, International Journal of Educational Management, Vol. 12 No. 4, pp. 163-175. Oldfield, M. S. dan Baron, S., 2000, Student perceptions of service quality in a UK university business and management faculty, Quality Assurance in Education, Vol. 8 No. 2, pp85-95. Parasuraman, A., Zeithaml, V. A., dan Berry, L. L., 1988, SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64 No. 1, pp. 12-40. Ratanen, K., & Domb, E., 2002, Simplified TRIZ: New Problem Solving Applications for Engineers and Manufacturing, CRS Press, Florida. Sohail, M. S. dan Shaikh, N. M., 2004, Quest for excellence in business education: a study of service quality, International Journal of Educational Management, Vol. 18 No. 1, pp. 56-65. Sultan, P. dan Wong, H. Y., 2010, Service quality in higher education - a review and research agenda, International Journal of Quality and Service Sciences, Vol. 2 No. 2, pp. 259-272. Tan, K. C. dan Kek, S. W., 2004, Service quality in higher education using an enhanced SERVQUAL approach, Quality in Higher Education, Vol. 10 No. 1, pp. 17-24. Zang, J., Chai K.H., & Tan K.C., 2003, 40 Inventive Principles with Applications in Service Operations Management, The TRIZ Journal, National University of Singapore. Zeithaml, V. A., 1998, Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence, Journal of Marketing, Vol. 52 No. 3, pp. 2-22. Zeithaml, V. A., Bitner, M. dan Gremler, D., 2006, Service marketing: integrating customer focus across the firm, McGraw-Hill, New York. | in_ID |
