DAFTAR PUSTAKA

Buku :

Akadun, Dr.,M.Pd., (2007), Aministrasi Perusahaan Negara, Bandung: Penerbit

Alfabeta

Armstrong, Michael (1996), A Handbook of Human Resources Management,

(Sofyan Cikmat dan Haryanto, Penerjemah), Jakarta : PT. Elex
Media Komputindo

Berger, Lance A. and Sikora, Martin J. (1994), The Change Management

Handbook, A Road Map to Corporate Transformation, Chicago:
Irwin Professional Publishing

Brookes, Jill., (1995) Training and Development Competence, London, Kogan

Page

Clarke, Liz (1994) The Essence of Change, United Kingdom, Prentice Hall
International Ltd.

Dajan, Anto., (1994), Pengantar Metode Statistik, Jilid I, Jakarta, LP3ES

Denton, D. Keith, (1995), How To Give Quality Service To Your Customer,

Houston, Gulf Publishing Company

Fitzsimmons, James A., (1994) Service Management for Competitive Advantage,

New York, McGraw-Hill Book Co

Hasibuan, Malayu S.P. (2001), Manajemen Sumber Daya Manusia, Jakarta : PT

Bumi Aksara

Hatch, Marry Jo,(1997), Organization Theory: modern Symbolic and Post

Modern Perspectives, New York, Oxford University Press

Hollenbeck, Noe dan Wright, Gerhart, (1996), Human Resources Management:

Gaining a Competitive Advantage, Second Edition, Boston,
Irwin/McGraw-Hill.

Irawan, Prasetya (2006), Penelitian Kualitatif & Kuantitaif Untuk ilmu-ilmu

Sosial, Jakarta: Departemen Ilmu Administrasi FISIP UI

Ivancevich, John M., (2001), Human Resource Management, Eighth Edition,

North America, The McGraw-Hill Companies Inc

Universitas Indonesia
Persepsi peserta..., Rr. Dewi Sri Handayani, FISIP UI, 2009
 107

Kotter, John P. (2002), The Heart of Change, Real-Life Stories of How People
Change Their Organizations, Boston, Massachusetts : Harvard
Business School Press

Kotter, John P. (1996), Leading Change, Menjadi Pionir Perubahan, (Joseph

Bambang MS, Penerjemah) Jakarta : PT Gramedia Pustaka Utama.

Lovelock, Christoper, (1994) Product Plus : How to Product Service =

Competitive Advantage, New York, McGraw-Hill

Lubis SB, Hari dan Huseini, Martani (1987), Teori Organisasi , Suatu Pendekatan
Makro, Jakarta : Pusat Antar Universitas Ilmu-ilmu Sosial
Universitas Indonesia

Massaile, Hasanuddin (2005), Mengelola Sumber Daya Manusia Birokrasi,

Percikan Pikiran dan Pengalaman, Jakarta

McKevitt, Davit., (1998), Managing Core Public Services, UK, Oxford Blackwell
Publisher

Moenir, AS, (1995), Manajemen Pelayanan Umum di Indonesia, Jakarta, Bumi

Aksara

Nadler, David A.,(1995), Discontinue Change: Leading Organization

Transformation, New York: Jossey Bass

Nankervis, Alan., (2005), Managing Services,New York, Cambridge University

Press

Nanus, Burt (1992), Visionary Leadership, Creating a Compelling Sense of

Direction for Your Organization. San Francisco:Joseph-Bass
Publishers

Napitupulu, Paimin (2007), Pelayanan Public & Customer Satisfaction, Bandung,

Penerbit PT Alumni

Nasution, Prof.Dr.S., M.A., (1987), Metode Research, Bandung, Penerbit

Jemmars.

Pyzdek, Thomas, (2001), The Six Sigma Handbook, New York, The McGraw-Hill
Companies Inc

Rae, Leslie., (1990), How to Measure Training Effectiveness, Mengukur

Efektivias Pelatihan (Hamzah, Rochmulyati, Penerjemah), Jakarta,
PT Pustaka Binaman Presindo

Universitas Indonesia
Persepsi peserta..., Rr. Dewi Sri Handayani, FISIP UI, 2009
 108

Rae, Leslie, (2002), The Art of Training & Development in Management, Set of
Six Volume, Using People Skills, New Delhi, Crest Publishing
House

Rangkuti, Freddy, (2002), Teknik Mengukur dan Strategi Meningkatkan

Kepuasan Pelanggan, Jakarta, PT. Gramedia Pustaka Utama

Robbins, P. Stephen, (1998), Organizatinal Behavior,Concepts, Controversies,

Applications, Eight Edition, New Jersey, Prentice-Hall Inc

Rosenbloom, David H., Robert S. Kravchuk, (2005), Public

Administration:Understanding Management, Politics, and Law In
The Public Sector, Sixth Edition, North America, McGraw-Hill
International Edition

Sumantri, Suryana, (2001), Pelatihan dan Pengembangan Sumber Daya Manusia,

Bandung, Fakultas Psikologi Universitas Padjadjaran

Supranti, J., (1992), Statistik :Teori dan Aplikasi, Jilid I, Edisi Kelima,Jakarta,
Penerbit Erlangga

Sutopo, Drs., Adam Ibrahim Indrawijaya, (2001), Dasar-dasar Administrasi

Publik, Bahan Ajar Diklatpim tingkat IV, Jakarta, Lembaga
Administrasi Negara RI

Tangkilisan, Hessel Nogi S., (2005), Manajemen Publik, Jakarta, PT. Gramedia
Widiasarana Indonesia

Tilaar, H.A.R., (1997) Pengembangan SDM dalam Era Globalisasi, Jakarta, PT.
Gramedia Widiasarana Indonesia

Tjiptono, Fandy, (1997), Prinsip-prinsip Total Quality Service, Yogyakarta, Andi

Offset

Tschohl, John, (2003), Achieving Excellence Through Customer Service, Unggul

Bersaing Melalui Layanan Pelanggan, (Singo, Tjita, Penerjemah),
Jakarta, PT. Gramedia Widiasarana Indonesia

Umar, Husein, (2008), Desain Penelitian MSDM dan Perilaku Karyawan,

Paradigma Positivistik dan Berbasis Pemecahan Masalah, Jakarta,
PT. Raja Grafindo Persada

Wexley, K.N. & Yukl, G.A., (1977), Organizational Behavior and Personnel
Psychology, Illionis, Richard D. Irwin Home Wood
Wibowo (2006), Manajemen Perubahan, Jakarta : PT. Raja Grafindo Persada

Universitas Indonesia
Persepsi peserta..., Rr. Dewi Sri Handayani, FISIP UI, 2009
 110

Probowatie, Soeliestyo. (2004), Analisis Kualitas Pelayanan Smart Card di

Kantor Imigrasi Batam, Jakarta, FISIP UI

Rufaida, Evi Yulianti, (2003) Manajemen Perubahan pada penerapan ISO 9001 :
2000 (studi kasus di Perusahaan Perak HS Silver 800-925
Yogyakarta), Jakarta, FISIP UI

Thamrin, Chusni., (2008), Pemetaan Kebutuhan Pendidikan dan Pelatihan

Pada Badan Pengembangan Sumber Daya Manusia (BPSDM)
Hukum dan Hak Asasi Manusia Periode Tahun 2008, Jakarta, FISIP
UI

Yukimartati, Ita, (2003), Analisi Kualitas Pelayanan Paten di Direktorat Jenderal

Hak Kekayaan Intelektual Departemen Kehakiman dan Hak Asasi
Manusia, Jakarta, FISIP UI

Lain-lain :

BPSDM Hukum dan HAM (2008) , Profil Badan Pengembangan Sumber Daya
Manusia Hukum dan HAM, Jakarta, Departemen Hukum dan HAM
RI

Kasim, Azhar, (2007) Konsep dan Teori Ilmu Administrasi, Catatan Kuliah KTIA,
Jakarta, FISIP Universitas Indonesia

Organisasi dan Tata Kerja (2000), Jakarta, Departemen Hukum dan Perundang-
undangan RI

Organisasi dan Tata Kerja (2008), Jakarta, Departemen Hukum dan Hak Asasi
Manusia RI

Peraturan Menteri Hukum dan Hak Asasi Manusia Nomor M.04.PR.07.10 Tahun
2007 tentang Organisasi dan Tata Kerja Departemen Hukum dan
Hak Asasi Manusia RI

Universitas Indonesia
Persepsi peserta..., Rr. Dewi Sri Handayani, FISIP UI, 2009