Daftar Pustaka

Kotler, Philip, Manajemen Pemasaran, Prenhallindo, Jakarta, 1997. Lupiyoadi, Rambat, Manajemen Pemasaran Jasa, Salemba Empat, Jakarta,2001. Pasaraman, A., V.A. Zeithaml, dan L.L. Berry, SERQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Cambridge, Mass : Marketing Science Institute, 1988. Tjiptono, Fandy, Manajemen Jasa, Andi Offset, Yogyakarta, 1996. Tjiptono, Fandy, Prinsip-Prinsip Total Quality Service, Andi Offset, Yogyakarta, 1997.

Daftar Riwayat Hidup