DAFTAR PUSTAKA

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DAFTAR PUSTAKA Al-Assaf. (2009). Health Care Quality: An International Prespective. The World Health Organization, South East Asia Ammar, S., Moore, D. and Wright, R. (2008), “Analysing customer satisfaction surveys using a fuzzy rule- based decision support system: enhancing customer relationship management”, Journal of Database Marketing and Customer Strategy Management, Vol. 15 No. 2, pp. 91-105. Baldwin, Allan. & Sohal, Amrik. (2003), Service Quality Factors and Outcomes in Dental Care” The International Journal of Health Care, Vol.13 No. 3, pp. 207-216 Beckman, H.B., Markakis, K.M., Suchman, A.L. and Frankel, R.M. (1994), “The doctor-patient relationship and malpractice. Lessons from plaintiff depositions”, Archives of Internal Medicine, Vol. 154 No. 12, pp. 1365-70. Butt, Mohsin Muhammad dan Ernest Cyril de Run. 2010. Private healthcare quality : applying a SERVQUAL model. vol 27 no 7 emerald p 658-673. Bopp, K.D. (1990), “How patients evaluate the quality of ambulatory medical encounters: a marketing

Transcript of DAFTAR PUSTAKA

DAFTAR PUSTAKA

Al-Assaf. (2009). Health Care Quality: An International Prespective. The World Health Organization, South East Asia Ammar, S., Moore, D. and Wright, R. (2008), Analysing customer satisfaction surveys using a fuzzy rule-based decision support system: enhancing customer relationship management, Journal of Database Marketing and Customer Strategy Management, Vol. 15 No. 2, pp. 91-105. Baldwin, Allan. & Sohal, Amrik. (2003), Service Quality Factors and Outcomes in Dental Care The International Journal of Health Care, Vol.13 No. 3, pp. 207-216 Beckman, H.B., Markakis, K.M., Suchman, A.L. and Frankel, R.M. (1994), The doctor-patient relationship and malpractice. Lessons from plaintiff depositions, Archives of Internal Medicine, Vol. 154 No. 12, pp. 1365-70. Butt, Mohsin Muhammad dan Ernest Cyril de Run. 2010. Private healthcare quality : applying a SERVQUAL model. vol 27 no 7 emerald p 658-673. Bopp, K.D. (1990), How patients evaluate the quality of ambulatory medical encounters: a marketing perspective, Journal of Health Care Marketing, Vol. 10 No. 1, pp. 6-15. Carman, J.M. (2000), Patient perception of service quality: combining the dimensions, Journal of Service Marketing, Vol. 14 No. 4, pp. 337-52. Chapko and Miller RR, 2005. Management of Geriatric Dental Management Patient, CV Mosby Company, Chaston, I. (1994), internal customer management and service gaps within the

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