DAFTAR PUSTAKA
Alves. H and Rapos. M, 2010. “The influence of university image on student behavior”, International Journal of Educational Management, 24(1), 73 – 85 Abassi, Nauman M., Malik, Ali., Chaudri, Sharif., Imdadullah, Muhammad., 2011. “A Study on Student Satisfaction in Pakistani Universities: The Case of Bahauddin Zakariya University, Pakistan”, Asian Social Science, Canadian Center of Science and Education, Vol. 7, No. &, July 2011. Al-Alak, Basheer A & Ahmad Salih MA, 2012. “Assesing The Relationship Between Higher Education Service quality Dimensions and Student Satisfaction”, Australian Jurnal of Basic and Applied Sciences, 6(1):156 – 164, 2012 Andreasssen TW & Lindstead B, 1997. “Customer Loyalty and Complex Services: The Impact of corporate image on Quality, customer satisfaction, and loyalty for customer with varying degrees of service Expertise”. The International Journal of Service Industry Management, Vol 8 No. 4, 1997 Arshad, Imran., Bhutto, AN., Sarki, Irshad H., Khuhro RA, 2011. “Students Perception about Service quality level and Significant Determinants of Service quality for Business Institutes/Universitiesin Pakistan”. Journal of Contemporary Reasearch in Bussiness Vol. 3 No. 8, November 2011
1
Arndt,
J, 2012. “Role of product-related conversations in the diffusion of a new prduct” Journal of Marketing Research
Arikunto, Suharsimi, 2005. Manajemen Penelitian, Rineka Cipta, Jakarta Athiyaman, Adee, 1997. “Linking student satisfaction and service quality perceptions: the case of university education”, European Journal of Marketing, Vol. 31 Iss: 7, pp. 528 – 540 Azwar, S., 2000. Reliabilitas Yogyakarta: Pustaka Pelajar.
dan
Validitas.
Babin, J. Barry. et al., 2005. Modeling Consumer Satisfaction and Word of mouth: Restaurant Patronage in Korea, The Journal of Services Marketing, Vol. 9,No. 3, p. 133-139. Basalamah, Fauzan Muhammad, 2010. Pengaruh Komunitas Merek terhadap Word of Mouth Bisnis & Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, Jan–Apr 2010, hlm. 79-89 Volume 17, Nomor 1 Brandt, D. R. 2007. For Good Measure. Journal of Marketing Management, 1, 20-25. Brown, T. J., Barry, T. E., Dacin, P. A., and Gunst, R. F, 2005. ”Spreading The Word: Investigating Antecedents of Customer’s Positive Word of mouth intention And Behavior in Retailing Context”, Academy of Marketing Science Journals, Vol. 33, no 2, p. 123-138. Cengiz dan Yayla, 2007. “The Effect of Marketing Mix on Possitive Word of mouth Communication: Evidence from accounting Offices in Turkey”.
Journal of Innovative Marketing, Vol 3. No. 4, p. 73-82. Chiou, J. S., Droge, C., & Hanvanich, S, 2002. Does Customer Knowledge Affect How Loyalty is Formed? Journal of Service Research, 5(2), 113–124. Chin
Wei, Chua, 2011. Students Satisfaction towards the University: Does Service quality Matters? International Journal of Education ISSN 1948-5476 2011, Vol. 3, No. 2: E15
Douglas, L & Connor, R, 2003. "Attitudes to service quality – the expectation gap", Nutrition & Food Science, Vol. 33 Iss: 4, pp. 165 - 172 Emery.
C, Kramer. T and Tian. R, 2001. “Customers vs. products: adopting an effective approach to business students”, Quality Assurance in Education, Vol. 9(2), 110-115
Fitri, II, A, II, Illias, A., Abd Rehman, R., Abd Razak, M. Z., 2008. Service quality and Student Satisfaction; A Case Study at Private Higher Education Institutions, International Bussiness Research, 01 (03), 163 – 175. George, D. P. & P. Mallery, 1995. SPSS/PC+ by Step: a Simple Guide and Reference. Belmont: Wadsworth Pub. Co Ghozali, Imam, 2006. Aplikasi Analisis Multivariate dengan Program SPSS Cetakan IV, Semarang: Universitas Diponegoro. Gujarati, Damodar, 2003. Erlangga, Jakarta
Ekonometrika Dasar.
3
Hidayati, Hosianna Ayu; Suharyono; Kumadji S, 2013. Faktor Faktor yang Membentuk Komunikasi Word Of Mouth dan Pengaruhnya terhadap Keputusan Pembelian (Studi pada Konsumen Ketan Legenda Batu), Bisnis & Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, Vol 6, No 1 (2013): November Ihalauw, John J. O. I, 2003. Bangunan Teori. Salatiga: Fakultas Ekonomi Universitas Kristen Satya Wacana. Jiewanto Angela, Caroline Laurens and Liza Nelloh, 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 (2012) 15-23. Presented on International Coference on Asia Pacific Bussiness Innovation and Technology Management Kotler
and Armstrong, 2004. Pemasaran. Jilid I. Jakarta: Erlangga.
Prinsip- Prinsip Edisi Kedelapan.
_________ dan Keller, 2007. Manajemen Pemasaran. Jilid II. Edisi Milenium. Jakarta: PT Indeks. _________ 2007. Marketing Management: Analysis, Planing, Implementation, and Conroll, edisi 9. Prentice Hall, New Jersey. USA Lagrosen, S., Roxana, S. -H., & Markus, L. (2004). Examination of the dimensions of quality in higher education. Quality Assurance in Education, 12(2), 61. Li, Hsuan Meng, 2011. “The Influence of Perceived Service quality on Brand Image, Word of
mouth, and Repurchase Intention: A Case Study of Min-Sheng General Hospital in Taoyuan, Taiwan”, School of Business Journal. Assumption University, Juli 2011 Mak, Kingie., Wong, Stanley., Tong, Kanon, 2011. “How Guangxi Influences Word of mouth intentions”, International Journal of Business and Management, Vol 6 No. 7, July 2011 Mosahab, R., Mahamad, Osman., Ramayah, T., 2010. “Comparison of Service quality Gaps among Teacher and Students as Internal anf External Customers”, International Journal of Marketing Studies Vol. 2, No. 2; November 2010 Myron Tribus Exergy, Inc., 2005. TQM In Education The Theory And How To Put It To Work, Hayward, CA 2005 Natha, Ketut Suardhika, 2008. Total Quality Management Sebagai Perangkat Manajemen Baru Untuk Optimisasi, Universitas Udayana 2008 Naik CNK, Gantasala SB, Prabhakar GV., 2010. “SERVQUAL, Customer Satisfaction and Behavioral Intentions in Retailing”, European Journal of Social Sciences – Volume 17:2010, Number 2 Nyilasy, Greg, 2006. “Word of mouth: What We Really Know – And What WeDon’t”, in Kirby, Justin; Marsden, Paul (eds. ),Connected Marketing: The Viral, Buzz and Word of mouth Revolution, Oxford: Butterworth Heinemann. Pariseau, SE, McDaniel JR, 1997. "Assessing service quality in schools of business", International 5
Journal of Quality & Reliability Management, Vol. 14 Iss: 3, pp. 204 - 218 Pawlas, George E, 1999, Working Magic On The School Image, The Education Digest; May 1999; 64, 9; ProQuest page. 52 Permadi, Prima C; Kumadji S; Kusumawati A, 2014. Pengaruh Citra Merek Terhadap Word Of Mouth dan Keputusan Pembelian (Survei pada Konsumen Dapoer Mie Galau Jalan Selorejo 83 Malang) Bisnis & Birokrasi, Jurnal Ilmu Administrasi dan Organisasi, Vol 10, No 1 (2014): MEI Praswati, Aflit, 2009. Analisis Faktor yang Mempengaruhi Komunikasi Word of mouth Terhadap Minat Guna Jasa Ulang. Thesis Magister Management Diponegoro University Semarang Ramaiyah, Arivalan; Md. Zain, Ahmad Nurulazam; Ahmad, Halim, 2011. Exploring the dimensions of service quality in higher education research. In: Regional conference on quality in higher education “Quality driven initiatives: sharing good practices in higher education”, University of Malaya 2011. Ratminto, 2006. Manajemen Pelayanan, Yogyakarta, Pustaka Pelajar Rauyruen P, Miller KE, 2007. Relationship quality as a predictor of B2B customer loyalty. Journal Of Business 60(1):21-31. Raymond, Teo C. K, 2006. Word-of-Mouth: The Effect of Service quality, Customer Satisfaction and Commitment in a Commercial Education Context, Doctoral Thesis, School of Management, University of Western Australia
Rivai, Veithzal & Murni, Sylviana, 2012. Education Management, Analisis Teori dan Praktik, Rajawali Press, RajaGrafindo Persada, Jakarta Ries, Al & Jack Trout, 2000, Positioning: The Battle for Your Mind, 1st edition revisi, McGraw-Hill, New York Sabbir R. M, 2012. Service quality, Corporate Image and Customer’s Satisfaction Towards Customers Perception: An Exploratory Study on Telecom Customers in Bangladesh, Business Intelligence Journal - January, 2012 Vol. 5 No. 1. Sallis, Edward, 2004. Total Quality Management in Education, IRCICod, Yogyakarta, 2004 Santoso, Hari, 2011. “Image Sekolah Inovatif” http://edukasiwae. blogspot. com/2011/05/image-sekolah-inovatif. html, download 20 November 2012 Santoso, Singgih, 2010. Statistik Parametrik dan Non Parametrik, Elex Media Komputindo, Jakarta Sarwono, Jonathan, 2007. Analisis Jalur untuk Riset Bisnis dengan SPSS, Yogyakarta: Andi. Schultz, D. E, 2005. The loyalty paradox. Marketing Management, 14(5), 10–11. Sevier AR, 1994. Image is Everything: Strategies for measuring, changing and maintaining your institution’s image; 1994 Sernovitz, Andy, 2006. “Word of mouth Marketing, How smart Companies, get people talking”. Chicago: Kaplan Publishing.
7
Silverman, G, 1997. How to harness the awesome power of word of mouth . Direct Marketing, 60, 32–37. Sondoh Jr., Stephen L., Omar, Maznah Wan., Wahid, Nabsiah Abdul., Ismail, Ishak., Harun, Amran, 2007. “The Effect Of Brand Image on Overall Satisfaction and Loyalty Intention in The Context Of Color Comestic”, Asian Academy of Management Journal, Vol. 12, No. 1, 83–107, January 2007 Sumaedi, Sik., Yuda, Bakti., Metasari, Nur., 2011. The Effect of Students’ Perceived Service quality and Perceived Price on Student Satisfaction, Management science and engineering, Vol.5, No.1, 2011, pp. 88-97, www. cscanada. org Supomo & Nur Indriantoro, 1999. Metodologi Penelitian Bisnis untuk Akuntansi dan Manajemen, Yogyakarta: BPFE - UGM Oldfield, B., & Baron, S., 2000. “Student perceptions of service quality in a UK university business and management faculty”, Quality Assurance in Education, 8(2):85–95 Tjiptono, Fandy., 2007. Yogyakarta: ANDI
Manajemen
Jasa.
________ & Candra Gregorius, 2005. Service, Quality and Satisfaction. Penerbit Andi, Yogyakarta. Veloutsou C, Lewis J.W, Paton R.A, 2004. “University selection: information requirements and importance”. International Journal of Education Management, Vol. 18(3): 160-171 Yu-Te Tu, Chin-Mei Wang, Hsiao-Chien Chang, 2012. “Corporate Brand Image and Customer
Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan”, Journal of Social and Development Sciences Vol. 3, No. 1, pp. 24-32, Jan 2012(ISSN 2221-1152) Zeithaml, V. A., Berry, L. L., and Parasuraman, A., 1996. The behavioural consequences of service quality. Journal of Marketing, 60(4), 31–46.
9
