BIDANG ILMU : MARKETING
LAPORAN AKHIR PENELITIAN DISERTASI DOKTOR TAHUN ANGGARAN 2011
Judul : PENGEMBANGAN KONSEP KUALITAS LAYANAN DARI PENGALAMAN
PELINTAS BATAS: Studi di Pintu Perbatasan (Border) Entikong, Kabupaten Sanggau, Provinsi Kalimantan Barat Ketua : Dedi Herdiansyah, SE, MSi
Dibiayai Oleh Direktorat Jenderal Pendidikan Tinggi, Kementerian Pendidikan Nasional, Melalui DIPA UNIVERSITAS BRAWIJAYA REV.1 No. 0636/02304.2.16/15/2011 R, tanggal 30 Maret 2011. Dengan SK Rektor Universitas Brawijaya No. 214/SK/2011, tanggal 2 Mei 2011
UNIVERSITAS BRAWIJAYA MALANG 2011
ABSTRAK
Research gap dalam penelitian ini adalah untuk mengisi kurangnya perhatian pada pengembangan konsep (lack of theory-based factor structure) kualitas layanan di layanan publik, penelitian kali ini akan lebih khusus lagi akan dilakukan di Pintu Perbatasan (konsumen dalam hal ini yaitu para Pelintas Batas). Sehingga kondisi pelayanan riil di sana berdasarkan pengalaman Pelintas Batas akan mengarahkan kepada hasil penelitian yaitu membentuk sebuah konsep kualitas layanan untuk kasus kualitas layanan di perbatasan (border). Sesuai dengan pendapat ahli yang mengatakan bahwa meskipun kualitas layanan memiliki banyak dimensi (Grönroos, 1982,1990; Parasuraman, et. al., 1985.), namun tidak ada konsensus umum pada sifat yang tepat dan kandungan dari dimensi-dimensi tersebut (Brady dan Cronin, 2001, dalam Kang dan James, 2004:267). Brady dan Cronin (2001) juga mengadopsi pandangan bahwa persepsi kualitas layanan adalah multilevel dan multidimensi (Dabholkar, Thorpe, dan Rentz, 1996). Carman (1990) adalah mungkin ahli pertama yang mencatat bahwa pelanggan cenderung untuk memecah dimensi kualitas layanan ke berbagai subdimensi. Beberapa struktur telah tersaji lengkap untuk sumbang saran terkait kompleksitas persepsi manusia (Dabholkar, Thorpe, dan Rentz 1996). Terdapat dukungan teoritis terhadap model multilevel dan multidimensi (Carman 1990; Czepiel, Salomo, dan Surprenant 1985; Dabholkar, Thorpe, dan Rentz 1996; McDougall, dan Levesque 1994; Mohr dan Bitner 1995), namun hanya terdapat sedikit usaha untuk mengidentifikasi atribut atau faktor-faktor yang menentukan subdimensisubdimensinya. Mengingat terdapat kompleksitas dalam mengevaluasi kualitas interaksi jasa, lingkungan layanan, dan hasil layanan, maka ini merupakan kesenjangan signifikan this is a significant gap- (Brady dan Cronin, 2001). Untuk mengatasi kesenjangan ini, maka Peneliti berusaha melakukan penelitian kualitatif mengenai pengalaman-pengalaman pelintas batas dari menerima layanan di border Entikong, Kabupaten Sanggau, Provinsi Kalimantan Barat. Tujuan umum penelitian ini adalah mengembangkan konsep kualitas layanan untuk kasus Pintu Perbatasan, melalui persepsi Pelintas Batas berkaitan kinerja petugas instansi layanan, lingkungan fisik dan fasilitas teknis di Pintu Perbatasan Darat. Dan memberikan wawasan tentang manajemen layanan dan peluang-peluang bagi peningkatan operasi layanan di Indonesia. Penelitian ini adalah penelitian kualitatif dengan metode fenomenologi Schultz, Schultz menggunakan pisau analisis dengan kata kuncinya: ‘because motives’ (motif-motif yang menyebabkan perilaku subjek/informan) dan in ‘order to motives’ (motif-motif yang yang diinginkan oleh perilaku subjek/informan). Penelitian kali ini menemukan konsep kualitas layanan publik spesifik untuk kualitas layanan border, melalui pengalaman-pengalaman dari Pelintas batas. Berdasarkan analisis data dari pengalaman-pengalaman Pelintas batas di border Entikong dengan metode fenomenologi ini, Peneliti mengungkap 8 (delapan) tema utama yang diartikulasikan oleh para informan dalan penelitian ini, yaitu: (a). keadilan, (b). keamanan, (c). moral hazard, (d). bukti fisik, (e). empati, (f). keandalan, (g). daya tanggap, (h). kualitas teknis. Hasil penelitian ini menawarkan wawasan yang sangat dibutuhkan ke dalam pengalaman menerima layanan di border. Terakhir terdapat keinginan yang kuat dari peneliti bahwa penelitian ini akan mendorong dialog dan penelitian lebih lanjut terutama mengenai topik kualitas layanan terutama di sektor publik ini. Moral Hazard merupakan tema (dimensi) baru yang muncul terkait literatur kualitas layanan. Sepengetahuan peneliti belum ada penelitian sebelumnya yang menemukan dimensi kualitas layanan ini. Konsep ini mengembangkan dan memperluas konsep SERVQUAL yang diajukan oleh Parasuraman, et.al. (1985 dan 1988) yang mengatakan bahwa kualitas layanan memiliki dimensi-dimensi keberwujudan, empati, keandalan, daya tanggap dan jaminan. Artinya border sebagai salah satu bentuk layanan publik yang berlokasi di perbatasan dengan kondisinya yang khusus (spesifik) ini, tidak cukup hanya
dengan menggunakan 5 dimensi kualitas layanan dari model SERVQUAL. Dan ini juga berarti bahwa untuk meningkatkan kualitas layanan publik (khususnya untuk kasus di perbatasan), harus ditambahkan tema (dimensi) moral hazard. Kata Kunci: Kualitas Layanan, Model SERVQUAL, Model SERPREF, Multilevel dan Multidimensi, Moral Hazard
SUMMARY The gap research in this research is to meet the lack of theory-based factor structure development of service quality in the field of public services, this study is more focusing on the border (the frequent customer pass the border). Obtaining the riel condition based on the border passing experiences will lead to the finding of forming the service quality concept for the cases on border quality service. Previous research stated that whereas service quality is known to be based on multiple dimensions (Grönroos, 1982, 1990; Parasuraman, et al., 1985), there is no general agreement as to the nature or content of the dimensions (Brady and Cronin, 2001, in Kang and James, 2004:267).This study aim to conduct qualitative research on the border passing experiences at the Entikong, Sanggau Regency, West Borneo Border Station. Brady and Cronin (2001) also adopt the view that service quality perceptions are multilevel and multidimensional (Dabholkar, Thorpe, and Rentz 1996). Carman (1990) was perhaps the first to note that customers tend to break service quality dimensions into various subdimensions. Such a structure more fully accounts for the complexity of human perceptions (Dabholkar, Thorpe, and Rentz 1996). There is theoretical support for a multidimensional, multilevel model (e.g., Carman 1990; Czepiel, Solomon, and Surprenant 1985; Dabholkar, Thorpe, and Rentz 1996; McDougall and Levesque 1994; Mohr and Bitner 1995), but there has been little effort to identify the attributes or factors that define the subdimensions. Given the complexity of evaluating the quality of service interactions, the service environment, and the service outcome, this is a significant gap. To address this gap, I undertook the qualitative study on the border passing experiences at the Entikong, Sanggau Regency,West Kalimantan Border Station. The research aim is to develop the concept of service quality at the border through out the experiences of border passer in relates to the performance service provider and giving the insight of the service management and the chances to improve service provider in Indonesia. The current research is qualitative with Schultz phenomenon, applied the knives analysis with the key words “because Motives” (motives which trigger the informant or subject behaviors) and ‘order to motives’ (motives which expected by participant). This research finding is the more specific public service quality concept for the border passer service quality through their experiences. Based on the data analyzing of the border passers experiences with phenomenon method, the study reveals 8 man themes which articulated by informants such as justice, security, moral hazard, physical evidence, empathy, durability, responsiveness and technical quality. The findings offer the insight which required in to border passer experiences. The last is the researcher wish to manage the further dialogue about service quality in the field of public sector. Moral hazard is a new theme or dimension appeared relates to literature of service quality. The non-existed previous research finding on service quality dimension, this concept develops and widen SERQUAL concept proposed by Parasuraman, et.al. (1985 and 1988) stated that the quality is contained tangibility dimensions, empathy, durability, responsiveness and guarantee. This mean that the border as one of public service form
which locates in the border which specific condition is insufficient to implement 5 dimensions of service quality of SERQUAL model, and to increase public service quality the dimension of moral hazard is extremely added. Kata Kunci : Service Quality, Multidimensional and Multilevel model, Moral Hazard
DAFTAR PUSTAKA
Abadi, H.Y. 2007. Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan, Citra Perusahaan, dan Loyalitas Pelanggan pada Perusahaan Jasa: Studi Pada Jasa Penerbangan di Sulawesi Selatan. Disertasi. Universitas Brawijaya Malang. Agus, A., Barker, S., dan Kandampully, J. 2007. An Exploratory Study of Service Quality in the Malaysian Public Service Sector. International Journal of Quality & Reliability Management 24 (2): 177-190. Ajjawi, R., dan Higgs, J. 2007. Using Hermeneutic Phenomenology to Investigate How Experienced Practitioners Learn to Communicate Clinical Reasoning. The Qualitative Report, 12 (4), 612-638. Anderson, C.R. dan Zeithaml, C.P. 1984. Stage of the Product Life Cycle, Business Strategy, and Business Performance. Academy of Management Journal 27 (1): 5-24. Berger, P. L., dan Luckmann, T. 1966. The Social Construction of Reality : A Treatise in the Sociology of Knowledge Reprint Ed. New York: Doubleday Berry, L.L., dan A. Parasuraman. 1997. Listening to the Customer – The Concept of a Service-Quality Information System. Sloan Management Review (Spring): 65-76. Bhatta, G. 2001. Corporate Governance and Public Management in Post-crises Asia. Asian Journal of Public Administration 23 (1): 1-32. Bitner, M.J. 1990. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing 54 (April): 69-82. Bitner, M.J. 1992. Servicescapes: the Impact of Physical Surroundings on Customers and Employees. Journal of Marketing 56 (April): 57-71. Boulding, W., Kalra, A. Staelin, R., dan Zeithaml, V.A. 1993. A Dynamic Process Model of Service Quality: from Expectations to Behavioral Intentions. Journal of Marketing Research (Peb) : 7-27. Bowen, D.E., dan Johnston, R., 1999. Internal Service Recovery: Developing a New Construct. International Journal of Service Industry Management 10: 118–131. Brady, M.K. dan Cronin, J.J. 2001. Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach. Journal of Marketing 65 (July): 34–49. Brogowich, A., Delene, L.M., dan Lyth, D.M. 1990. A Synthesized Service Quality Model with Managerial Implications. The International Journal of Service Industry Management 1 (1) : 27-45 Buckley, J. 2003. E-Service Quality and the Public Sector. Managing Service Quality 13 (6): 453-462. Burkholder, D.U. 2009. Returning Counselor Education Doctoral Students: Issues of Retention and Perceived Experiences. Disertasi PhD dari Kent State University College and Graduate School of Education, Health, and Human Services. Caro, L.M., dan Garcıa, J.A.M. 2008. Developing a Multidimensional and Hierarchical Service Quality Model for the Travel Agency Industry. Tourism Management 29: 706–720. Caruana, A. dan Pitt, L. 1997. INTQUAL - An Internal Measure of Service Quality and The Link Between Service Quality and Business Performance. European Journal of Marketing 31 (8) : 604-616.
Chariri, A. 2009. Landasan Filsafat dan Metode Penelitian Kualitatif, Paper disajikan pada Workshop Metodologi Penelitian Kuantitatif dan Kualitatif, Laboratorium Pengembangan Akuntansi (LPA), Fakultas Ekonomi Universitas Diponegoro Semarang, 31 Juli – 1 Agustus 2009. Chebat, J., dan Michon, R. 2003. Impact Of Ambient Odors On Mall Shoppers’ Emotions, Cognition, and Spending A Test Of Competitive Causal Theories. Journal of Business Research 56: 529-539. Chen, K., Chang, C., dan Lai, C. 2009. Service Quality Gaps of Business Customers in the Shipping Industry. Transportation Research Part E (45): 222–237. Chiou, J.S. 1999. A Contingency Framework of Satisfaction Formation. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 12.: 81-89. Churcill, G.A.Jr. dan Surprenant, C. 1982. An Investigation into the Determinants of Consumer Satisfaction. Journal of Marketing Research 19 (November): 491-504. Chowdhary, N. dan Prakash, M. 2007. Prioritizing Service Quality Dimensions. Managing Service Quality 17 (5): 493-509. Creswell, J.W. 2007. Qualitative Inquiry and Research Design: Choosing Among Five Traditions 2nd Ed. Thousand Oaks, CA: Sage Publications. Cronin, J.J., Taylor, S.A. 1992. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing 56: 55–68. Dabholkar, P.A., Thorpe, D.I., dan Rentz, J.O. 1996. A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science 24 (1): 3–16. Dabholkar, P.C., Shepherd, D., dan Thorpe, D.I. 2000. A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study. Journal of Retailing 76 (2): 139-73. Darmaputra, R. 2009. Manajemen Perbatasan dan Reformasi Sektor Keamanan, Panduan Pelatihan Tata Kelola Sektor Keamanan untuk Organisasi Masyarakat Sipil: Sebuah Toolkit”, Kerjasama antara Insitute for Defense, Security and Peace Studies (IDSPS) dan Pusat Kendali Demokratis atas Angkatan Bersenjata Jenewa (DCAF), Geneva Centre for the Democratic Control of Armed Forces. Daymon, C., dan Holloway, I., 2008. Qualitative Research Methods in Public Realtions and Marketing Communications. Wiratama, C (penerjemah). Metode-metode Riset Kualitatif Dalam Public Relations dan Marketing Communications. Cetakan Pertama, Bentang. Denhardt, J. V., dan Denhardt, R.B., 2007. The New Public Service: Serving, Not Steering. Expanded ed., M.E. Sharpe, Inc. Dewhurst, F., Martinez-L.A.R., dan Dale, B.G. 1999. TQM in Public Organisations: an Examination of the Issues. Managing Service Quality. 9 (1): 265-73. Dharmesta, B.S., dan Handoko, T.H. 2008. Manajemen Pemasaran: Analisis Perilaku Konsumen. Edisi Pertama Cetakan Keempat, BPFE Yogyakarta, Donnelly, M., Wisniewshi, M., Dalrymple, J.F. dan Curry, A.C. 1995. Measuring Service Quality in Local Government: the SERVQUAL Approach. International Journal of Public Sector Management 8: 15-20. Ehrlich, I., Gallais, G.H., Liu, Z. dan Lutter, R. 1994. Productivity Growth and Firm Ownership: An Empirical Investigation. Journal of Political Economy 102 (5): 10061038.
Effendy. C. 2009. Kewenangan Pemerintah Daerah Dalam Pengelolaan Kawasan Perbatasan di Era Otonomi Daerah (Studi Kasus di Kalimantan Barat). Kerjasama DPD RI dan Universitas Tanjungpura. Emzir. 2010. Metodologi Penelitian Kualitatif: Analisis Data. Cetakan ke-1, PT. Raja Grafindo Persada, Jakarta. Erevelles, S. dan Leavitt, C. 1992. A Comparison of Current Models of Consumer Satisfaction/Dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 5: 94-114. Fatchan, A., 2009. Metode Penelitian Kualitatif: Beserta Contoh Proposal Skripsi, Thesis dan Disertasi. Cetakan Pertama, Penerbit Jenggala Pustaka Utama Bekerjasama dengan Lemlit Universitas Negeri Malang. Fischer, C.T. 2006. Qualitative Research Methods for Psychologists: Introduction through Empirical Studies. Academic Press is an imprint of Elsevier, USA. Floyd, R.A. 2007. A Phenomenological Study of the Acheivement Gap in A Midwestern Suburb. Disertasi. Miamy University The Graduate School. Fredericks, D.A. 2009. The Leader’s experience of Raltional Leadership: a Hermeunetic Phenomenological Study of Leadership as Friendship. Disertasi PhD in Leadership and Change Program of Antioch University, USA. Giese, J.L. dan Cote, J.A. 2002. Defining Consumer Satisfaction. Academy of Marketing Science Review 2000 (1) Grönroos, C. 1984. A Service Quality Model and Its Marketing Implications. European Journal of Marketing 18 (4): 36–44. Hauser, M.D. .2006. Moral Minds: The Nature of Right or Wrong. HarperCollins Publishers (Australia) Pty. Ltd. Haywood, H. dan Molesworth, M. 2010. The Uncomfortable Mix of Seduction and Inexperience in Vocational Students’ Decision Making. Marketing Intelligence & Planning 28 (7): 831-846. Hoffman, K. D., dan Kelley, S. W. 2000. Perceived Justice Needs and Recovery Evaluation: A Contingency Approach. European Journal of Marketing 34: 418-432. Holmlund, M. 2001. The D&D Model: Dimensions and Domains of Relationship Quality Perceptions. The Service Industries Journal 21 (3); 13-36. Hsieh, L., Lin, L., dan Lin, Y., 2008. A Service Quality Measurement Architecture for Hot Spring Hotels in Taiwan. Tourism Management 29: 429–438. Kang, G., dan James, J. 2004. Service Quality Dimensions: an Examination of Grönroos’s Service Quality Model. Managing Service Quality 14 (4): 266–277. Kang, G. 2006. The Hierarchical Structure of Service Quality: Integration of Technical and Functional Quality. Managing Service Quality 16 (1): 37-50. Kotler, P., 1973. Atmospherics As A Marketing Tool. Journal of Retailing, 49 (4): 48-64. Kuswarno, E. 2009. Metodologi Penelitian Komunikasi Fenomenologi: Konsepsi, Pedoman, dan Contoh Penelitian. Penerbit Widya Padjadjaran, Lenka, U., Suar, D., dan Mohapatra, P.K.J. 2010. Soft and Hard Aspects of Quality Management Practices Influencing Service Quality and Customer Satisfaction in Manufacturing-oriented Services. Global Business Review 11 (1): 79-101. Lehtinen, U. dan Lehtinen, J.R. 1991. Two Approachs to Service Quality Dimensions. Service Industries Journal 11 (3): 287-303 Magesh, R. 2010. A Study on Quality of Service as a Tool for Enhancement of Customer Satisfaction in Banks. Global Journal of Finance and Management 2 (1): 123-133.
Marshal, G. dan Murdoch, I. 2001. Service Quality in Marketing of Consulting Engineers. International Journal of Construction Marketing 3, November. Martínez, J. A. dan Martínez, L. 2010. Some Insights on Conceptualizing and Measuring Service Quality. Journal of Retailing and Consumer Services 17: 29–42. Mattila, A. S. 2001. The Effectiveness of Service Recovery in a Multi-industry Setting. The Journal of Services Marketing 15: 583-596. Moleong, L.J. 2006. Metodologi Penelitian Kualitatif. Edisi Revisi. Penerbit PT Remaja Rosdakarya. Mubyarto. 1994. Sistem dan Moral Ekonomi Indonesia. Cetakan Ketiga. Penerbit PT. Pustaka LP3ES Indonesia, Jakarta. Mwita, J.I. 2000. Performance Management Model. The International Journal of Public Sector Management 13 (1): 19-37. Oliver, R.L. 1981. What is Customer Satisfaction?. The Wharton Magazine 5 (Spring): 36-41. Parasuraman, A., Zeithaml, V.A., dan Berry, L.L. 1985. A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing 49: 41-50. 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 64 (1): 2-40. Peterson. R.A. dan William R. Wilson. 1992. Measuring Customer Satisfaction: Fact and Artifact. Journal of the Academy of Marketing Science 20: 61-71. Pollitt, C. 1988. Bring Consumers into Performance Measurement. Policy and Politics 16 (2): 77–88. Potter, J. 1988. Consumerism and the Public Sector. Public Administration 66 (Summer): 149–64. Qin, H., Prybutok, V.R., dan Zhao, Q. 2010. Perceived Service Quality in Fast-Food Restaurants_Empirical Evidence from China. International Journal of Quality & Reliability Management 27 (4): 424-437 Randall, L. dan Senior, M. 1994. A Model for Achieving Quality in Hospital Hotel Services. International Journal of Contemporary Hospital Management 6: 68-74. Reichheld, F.F. dan Sasser, W.ZE., Jr. 1990. Zero Defections: Quality Comes to Services. Harvard Business Review 68 (5): 105-111. Robinson, L. 2003. Committed to Quality: the Use of Quality Schemes in UK Public Leisure Services. Managing Service Quality 13 (3): 247-255. Rust, R.T. dan Oliver, R.L. 2000. Should We Delight the Customer. Journal of Academy of Marketing Science 28 (1): 86-94. Ryu, K. dan Han, H. 2010. Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality & Tourism Research 34: 310-329 Ryu, K., & Jang, S., 2007. The Effect of Environmental Perceptions on Behavioral Intentions Through Emotions: The Case of Upscale Restaurants. Journal of Hospitality & Tourism Research 31: 56-72. Salladien. 2008. Memahami Research Question, Focus, Teori, Paradigma, Analisis Data, dan Existing Models Dalam Terapan Penelitian Kualitatif (termasuk suplemen bahasa presentasi). disajikan pada Workshop Metodologi dan Tindak Lanjut Penelitian (Action Plan) Bagi Dosen Cangkok di PPS Universitas Brawijaya.
Sim, J. 1998. Respect for Autonomy: Issues in Neurological Rehabilitation. Clinical Rehabilitation, 12 (1): 3-10. Spreng, R.A., MacKenzie, S.B., dan Olshavsky, R.W. 1996. A Reexamination of the Determinants of Consumer Satisfaction. Journal of Marketing 60 (July): 15-32. Spreng, R.A., dan Mackoy, R.D. 1996. An Empirical Examination of A Model of Perceived Service Quality and Satisfaction. Journal of Retailing 72: 201-214. Strauss, B. dan Neuhaus P. 1997. The Qualitative Satisfaction Model. International Journal of Services Industry Management 9 (2): 169-88. Suhariadi, F., 2007. Paradigma Pengelolaan manusia Di Dalam Organisasi. Pidato pengukuhan Jabatan Guru Besar dalam Bidang Ilmu Manajemen Sumber Daya Manusia pada Fakultas Psikologi Universitas Airlangga, Surabaya. Teas, R.K. 1993. Consumer Expectation. Journal of Proffesional Services Marketing: 33-54. Teicher, J., Hughes, O. dan Dow, N. 2002. E-Government: a New Route to Public Service Quality. Managing Service Quality 12 (6): 384-393. Tjiptono, F. dan Chandra, G. 2005. Service Quality dan Satisfaction. Penerbit Andi Yogyakarta. Tse, D.K. dan Wilton, P.C. 1988. Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research 25 (May): 204-212 Wakefield K.L. dan Blodgett J.G. 1996. The Effect of the Servicescape on Customers’ Behavioral Intentions in Leisure Service Settings. The Journal of Services Marketing 10 ( 6): 45-61 Widodo, W., Djefris, D., Wardhani, E.A. 2010. Moralitas, Budaya dan Kepatuhan Pajak. Penerbit Alfabeta Bandung. Woodside, Arch G., Lisa, L.F., dan Daly, R.T. 1989. Linking Service Quality. Customer Satisfaction, and Behavioral Intention. Journal of Health Care Marketing 9 (4): 5-17. Woodruff, R.B., Caddote, E.P., dan Jenkins, R.L. 1982. Modelling Consumer Satisfaction Process Using Experience Based Norms. Journal of Marketing Research 20 (August): 296-304. Xu, J. B. dan Chan, A. 2010. A Conceptual Framework of Hotel Experience and CustomerBased Brand Equity: Some Research Questions and Implications. International Journal of Contemporary Hospitality Management 22 (2): 174-193 Yi, Y. 1990. A Critical Review of Customer Satisfaction. Working Paper. The University of Michigan. Yoneyama, E. 2007. Phenomenology of Life, Zen and Management. Society and Business Review 2 (2): 204-217 Zahara, Z. 2007. Peran Kualitas Layanan Terhadap Kepuasan, Kepercayaan, Komitmen, dan Loyalitas Nasabah Dalam Hubungan Kemitraan: Studi Pada Bank Syariah di Makasar. Disertasi. Universitas Brawijaya, Malang. Zeithaml, V.A., Berry, L.L., and Parasuraman, A. 1993. The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science 21 (1): 1-12. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. 1996. The Behavioral Consequences of Service Quality. Journal of Marketing 60: 31-46. Zeithaml, V.A. 2000. Service Quality, Profitability and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science 28 (1) : 67-85.
Zeithaml, V.A., Parasuraman, A. and Malhotra, A. 2002. Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science 30 (4): 362-75. Zeppou, M. dan Sotirakou, T. 2003. The STAIR model: a comprehensive approach for managing and measuring government performance in the post-modern era. The International Journal of Public Sector Management 16: 320-332.
