IKM Plus: Teknik Pengukuran Kepuasan Masyarakat untuk Mendukung Reformasi Birokrasi Instansi Pelayanan Publik

Aaker, D. A. (1996). Building strong brands. New York, NY: Free Press. Dalam Karrie Bridson & Felix Mavando (2011). Corporate image in the leisure services sector. Journal of Services Marketing, 25(3), 190–201.

Alireza, F., Ali, K., & Aram, F. (2011). How quality, value, image, and satisfac- tion create loyalty at an Iran telecom. International Journal of Business and Management, 6(8), 271–279.

Alves, H., & Raposo, M. (2010). e in uence of university image on stu- dent behaviour. International Journal of Educational Management, 24(1), 73–85.

Anderson, E. W., & Sullivan, M. W. (1993). e antecedents and consequ- ences of customer satisfaction for rms. Marketing Science, 12(Spring), 125–143.

Anderson, E. W., Fornell, C., & Lehman, D. (1994). Customer satisfaction, market share, and pro tability: Findings from Sweden. Journal of Mar- keting, 58(July), 53–66.

Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex service: e impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degree of service expertise. International Journal of Service Industry Management, 9(1), 7–23.

Athanassopoulos, Antreas D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47, 191–207.

Aydin, Serkan, & O?zer, Go?khan (2005). e analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7), 910–925.

Bakti, I G. M. Y., & Sumaedi, S. (2013). An analysis of library customer loyalty: e role of service quality and customer satisfaction, a case study in Indonesia. Library Management, 34(6/7), 397–414.

Bakti, I G. M. Y., & Sumaedi, S. (2015). P-TRANSQUAL: A service quality model of public landtransport services. International Journal of Quality & Reliability Management, 32(6), 534–558.

Ball, D., Coelho, P. S., & Macha?s, A. (2004). e role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1.272–1.293.

Balmer, J. (1998). Corporate identity and the advent of corporate marketing. Journal of Marketing Management, 14, 963–996.

Barich, H., & Kotler, P. (1991). A framework for marketing image manage- ment. Sloan Management Review, 32(2), 94–104.

Barzelay, M. (1992). Breaking rough Bureaucracy: A New Vision for Managing in Governmen, United States : University of California Press Bateson, J. E. G. (1991). Understanding services consumer behavior. Da- lam C. A. Congram & M. L. Friedman (Eds.). e AMA handbook of marketing for the service industries, 135–150. New York: American

Management Association.

Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer

satisfaction and complaint reports. Journal of Marketing Research,

(February), 21–28.

Bei, L.-T. dan Chiao, Y.-C. (2001). An integrated model for the e ects of per-

ceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 125–140.

Benjamin, A. (2012). Service quality and customer satisfaction in public sector organizations: A case study of the commission on human rights

and administrative justice. (Tesis, Institute of Distance Learning, Kwame

Nkrumah University of Science and Technology).

Berry, L. L., Zeithaml, V. A., & Parasuraman, A. (1985). Quality counts in

services, too. Business Horizons, May–June, 44–52.

Bishop, Willand R., Jr. (1984). Competitive intelligence. Progressive Grocer

(March), 19–20.

Bitner, M. J., & Hubbert, A. R. (1994). Encounter satisfaction versus overall

satisfaction versus quality. Dalam R. T. Rust & R. L. Oliver (Eds.). Service quality: New directions in theory and practice, 72–94. ousand Oaks, California: Sage.

Blaug, R., Horner, L., & Lekhi, R. (2005). Public value, citizen expectations and user commitment. A literature review. London: e Work Foundation. Bloemer, J., & de Ruyter, K. (1998). On the relationship between store ima-

ge, store satisfaction and store loyalty. European Journal of Marketing,

(5), 499–513.

Bo Dai. (2010). e impact of perceived price fairness of dynamic pricing on

customer satisfaction and behavioral intentions: e moderating role of customer loyalty. (Disertasi, e Graduate Faculty of Auburn University, Alabama).

Bok, D. (2001). e trouble with government, Cambridge: Harvard University Press.

Bouckaert, G., & Walle, Van de. (2003). Comparing measures of citizen trust and user satisfaction as indicators of good governance: Di culties in linking trust and satisfaction indicators. International Review of Administrative Science, 69(3), 329–344.

Brady, M. K., & Cronin, J. J., Jr. (2001). Some new thoughts on conceptua- lizing perceived service quality: A hierarchical approach. e Journal of Marketing, 65(3), 34–49.

Badan Standardisasi Nasional. (2015). SNI ISO 9000:2015: Sistem manajemen mutu–Dasar-dasar dan kosakata (Quality management systems–Funda- mental and Vocabulary). Jakarta: BSN.

Buttle, F. (1996). SERVQUAL: review critique, research agenda. European Journal of Marketing, 30(1), 8–23.

Caceres, R. C., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European Journal of Marketing, 41(7), 836–867.

Cadotte, Ernest R., Woodru , Robert B., & Jenkins, Roger L. (1987). Expectations and norms in models of consumer satisfaction. Journal of Marketing Research, 24(August), 305–314.

Cater, B., & Zabkar, V. (2009). Antecedents and consequences of commit- ment in marketing research services: e client’s perspective. Industrial Marketing Management, 38, 785–797.

Chain Store Age. (1985). Consumers say value is more than quality divided by price. Dalam Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means–end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.

Chang, H. H., & Wang, H.-W. (2011). e moderating e ect of customer perceived value on online shopping behaviour. Online Information Review, 35(3), 333–359.

Chang, T.-Z., & Wildt, R. A. (1994). Price, product information, and purc- hase intention: An empirical study. Journal of the Academy of Marketing Science, 22(1), 16–27.

Chatzoglou, P., Chatzoudes, D., Vraimaki, E., & Leivaditou, E. (2014). Mea- suring citizen satisfaction using the SERVQUAL approach: e case of the ‘Hellenic Post’”. Dalam e Economies of Balkan and Eastern Europe Countries in the Changed World (EBEEC 2013)-Procedia Economics and Finance, 9, 349–360.

Chen, Y.-T., & Chou, T. Y. (2012). Exploring the continuance intentions of consumers for B2C online shopping perspectives of fairness and trust. Online Information Review, 36(1), 104–125.

Chen, C.-F., & Tsai, D. (2007). How destination image and evaluative factors a ect behavioral intentions? Tourism Management, 28, 1115–1122.

Chien-Hsiung, L. (2011). A study on the relations between the brand image and customer satisfaction in catering businesses. African Journal of Business Management, 5(18), 7732–7739.

Choi, K.-S., Cho, W.-H., Lee, S., Lee, H., & Kim, C. (2004). e relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57, 913–921.

Churchill, G. A., Jr., & Suprenant, C. (1982). An investigation into determi- nant of customer satisfaction. Journal of Marketing Research, 19(No- vember), 491–504.

Christensen, T. (2002). Trust in government–the relative importance of service satisfaction, political factors and demography. (Kertas kerja, Stein Rok- kan Centre for Social Studies, Bergen University Research Foundation).

Clark, L. A., & Watson, D. (1995). Constructing validity: Basic issues in objective scale development. Psychological Assessment, 7(3), 309–319.

Clemes, M. D., Gan, C., Kao, T.-H., & Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel. Innovative Marketing, 4(2), 49–62.

Cochran, William G. (1977). Sampling techniques, ird Edition, Canada : John Wiley & Sons, Inc

Cohen, J. (1988). Statistical power analysis for the behavioral sciences. Edisi ke-2. Hillsdale, New Jersey: Erlbaum.

Cooper, D. R., & Schindler, P. S. (2011). Business research methods. Edisi ke-11. McGraw-Hill.

Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the e ects of quality, value and customer satisfaction on consumer behavioral inten- tions in service environments. Journal of Retailing, 76, 193–218.

Darke, P. R., & Dahl, D. W. (2003). Fairness and discounts: e subjective value of a bargain. Journal of Consumer Psychology, 13(3), 328–338.

Day, Ralph L. (1984). Modeling choices among alternative responses to dis- satisfaction. Dalam William D. Perreault (Ed.). Advances in consumer research 11, 496–499. Atlanta, GA: Association for Consumer Research.

Denhardt, J. V., & Denhardt, R. B. (2007). e new public service–serving, not steering. New York: M.E. Sharpe, Inc.

Diamantopoulos, A., Sarstedt, M., Fuchs, C., Wilczynski, P., & Kaiser, S. (2012). Guidelines for choosing between multi-item and single-item scales for construct measurement: A predictive validity perspective. Journal of the Academy of Marketing Science, 40(3), 434–449.

Dobni, D., & Zinkhan, G. M. (1990). In search of brand image: A foundation analysis. Advances in Consumer Research, 17(1), 110–119.

Dodds, William B., & Monroe, K. B. (1984). e e ect of brand and price information on subjective product evaluation. Dalam Elizabeth C. Hir- schman & Morris B. Holbrook (Eds.). Advances in Consumers Research, Vol. 12, 85–90. Provo, UT: Association for Consumers Research.

Doyle, Mona. (1984). New way of measuring value. Progressive Grocer–Value, Executive Report, 15–19.

Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Mar- keting, 17(2/3), 107–118.

Eklof, J. A., & Westlund, A. H. (2002). e pan-European customer satis- faction index program-current work and the ahead. Total Quality Ma- nagement, 13, 564–576.

Engel, J. F., & Blackwell, R. D. (1982). Consumer behaviour. New York: Holt, Rinehart, and Winston.

Erevelles, S., & Leavitt, C. (1992). A comparison of current models of consu- mer satisfaction/dissatisfaction. Journal of Consumer Satisfaction, Dis- satisfaction and Complaining Behavior, 5, 104–114.

Falconi, T. M., Grinig, J. E., Zugaro, E. G., & Duarte, J. (2014). Global stake- holder relationships governace: An infrastructure. New York: Palgrave Macmillan.

Fang, Y.-H., Chiu, C. M., & Wang, E. T. G. (2011). Understanding customers’ satisfaction and repurchase intentions: An integration of IS success mo- del, trust, and justice. Internet Research, 21(4), 479–503.

Finstad, Kraig. (2010). Response interpolation and scale sensitivity: Evidence against 5-point scales. Journal of Usability Studies, 5(3), 104–110. Fornell, Claes. (1992). A national customer satisfaction barometer: e

Swedish experience. Journal of Marketing, 56, 435–451.

Fornell, C., Johnson, M. D., Anderson, E. W. Cha, J., & Bryant, B. E. (1996). e American customer satisfaction index: Nature, purpose, and

ndings. Journal of Marketing, 60, 124–134.

Fullerton, G. (2011). Creating advocates: e roles of satisfaction, trust and

commitment. Journal of Retailing and Consumer Services, 18, 92–100. Gibson, Chris. (2009). Using SERVQUAL to assess the customer satisfaction level of the Oregon HIDTA ISC analitical unit. (Hat eld School of Go-

vernment, Executive Master of Public Administration, Cohort). Giese, J. L., & Cote, J. A. (2002). De ning consumer satisfaction. Academy

of Marketing Science Review. 2000(1), 1–24.

Gliem, J. A., & Gliem, R. R. (2003). Calculating, interpreting, and reporting

Cronbach’s alpha reliability coe cient for Likert-type scales. 2003 Mid- west Research to Practice Conference in Adult, Continuing, and Commu- nity Education, 82–88.

Grewal, D., Krishnan, R., Baker, J. & Borin, N. (1998). e E ect of Store Name, Brand Name and Price Discounts on Consumers’ Evaluations and Purchase Intentions. Journal of Retailing, 74(3), 331–52.

Hair, J. F., Black, B., Babin, B., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. Edisi ke-6. New Jersey: Prentice-Hall, Upper Saddle River.

Halstead, D., David, H., & Sandra, L. S. (1994). Multisource e ects on the satisfaction formation process. Journal of the Academy of Marketing Science, 22(Spring), 114–129.

Hartley, S. L., & MacLean, Jr. W. E. (2006). A review of the reliability and validity of Likert-type scales for people with intellectual disability. Jo- urnal of Intellectual Disability Research, 50(11), 813–827.

Hauser, J. R., & Shugan, S. M. (1983). Defensive marketing strategies. Mar- keting Science, 2(Fall), 319–360.

Hauser, J. R., & Simmie, P. (1981). Pro t-maximizing perceptual positions: an integrated theory for the selection of product features and prices. Management Science, 27(January), 446–462.

Hauser, J. R., & Urban, G. (1986). e value priority hypothesis for consumer budget plans. Journal of Consumer Research, 11(2), 708–718.

Heimer, J. B. (2004). An item selection procedure to maximise scale reliability and validity. SA Journal of Industrial Psychology, 30(4), 59–64.

Hess, J., & Story, J. (2005). Trust?based commitment: Multidimensional consumer?brand relationships. Journal of Consumer Marketing, 22(6), 313–322.

Hinkin, T. R., Tracey, J. B., & Enz, C. A. (1997). Scale construction: developing reliable and valid measurement instruments. Journal of Hospitality & Tourism Research, 21(1), 100–120.

Ho man, Gene D. (1984). Our competitor is our environment. Progressive Grocer–Value, Executie Report, 28–30.

Holbrook, M. B. (1994). e nature of customer value: an axiology of servi- ces in the consumption experience. Dalam Z. Yang & R. T. Peterseon (2004). Customer perceived value, satisfaction, and loyalty: the roleof switching costs. Psychology and Marketing, 2(10), 799–822.

Howard, J. A., & Sheth, J. N. (1969). e theory of buyer behaviour. New York: John Wiley and Sons.

Hsu, H. (2006). An empirical study of web site quality, customer value, and customer satisfaction vased on e-shop. Business Review (Federal Reserve Bank of Philadelphia), 5(1), 190–193.

Hsu, S.-H., Wang, Y.-C., Cheng, C.-J., dan Chen, Y.-G. (2015). Developing a decomposed alumni satisfaction model for higher education insti- tutions. Total Quality Management and Business Excellence, 979–996.

Hume, M., & Mort, G. S. (2008). Satisfaction in performing arts: the role of value? European Journal of Marketing, 42(3/4), 311–326.

Hunt, H. Keith. (1977). CS/D–Overview and future research direction. Dalam H. Keith Hunt (Ed.). Conceptualization and measurement of

consumer satisfaction and dissatisfaction. Cambridge, MA: Marketing

Science Institute.

ISO. (2014). ISO 18091:2014: Quality management systems–guidelines for

the applications of ISO 9001:2008 in local government. Switzerland: ISO Copyright O ce.Johnson, M.D., Gustafsson, A., Andreasson, T.W., Lervik, L., dan Cha, J. (2001). e evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217–245.

Johnson, M. D., Anderson, E. W., & Fornel, C. (1995). Rational and adaptive performance expectations in a customer satisfaction framework. Journal of Consumer Research, 21(4), 695–707.

Johnson , M.D., Gustafsson, A., Andreassen, T.W., Lervik, L., & Cha, J. (2010). e evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22, 217–245.

Kalwani, M. U., & Yim, C. K. 1992. Consumer price and promotion expectations: An experimental study. Journal of Marketing Research, 29(1), 90–100.

Kang, M. Y., & Jung, K. (2015). e e ect of online external reference price on perceived price, store image, and risk. e Journal of Business Inquiry, 14( 1), 41–58.

Kantsperger, Roland & Kunz, Werner H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality: An International Journal, 20(1), 4–25.

Keller, K. (1993). Conceptualizing, measuring, and managing customer based equity. Journal of Marketing, 57, 1–22.

Kettl, Donald F. (2000). e global public management revolution. Washing- ton, DC: Brookings Institution.

Kettl, Donald F., & Milward, H. B. (1996). e state of public management. Baltimore, MD: Johns Hopkins University Press.

Kim, Schangsu. (2008). An empirical study on the integrated framework of e-CRM in online shopping: Evaluating the relationships among

perceived value, satisfaction, and trust based on customers’ perspectives.

Journal of Electronic Commerce in Organization, 6(3), 1–19.

Kitapci, O., Akdogan, C., & Dortyol, I. T. (2014). e impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of- mouth communication in the public healthcare industry. Procedia-Social

and Behavioral Sciences, 148, 161–169.

Kosslyn, S. M. (1975). Information representation in visual images. Cognitive

Psychology, 7, 341–370.

Kotler, P., & Keller, K. L. (2012). Marketing management. Global Edition 14e,

London: Pearson Education.

Krejcie, R.V. & Morgan, D.W. (1970). Determining Sample Size For Research

Activities, Educational and Psychological Measurement, 30, 607 – 610. Kuo, Y. F. (2003). A study on service quality of virtual community websites.

Total Quality Management and Business Excellence, 14(4), 461–473. LaBarbera, P. A., & Mazursky, D. (1983). A longitudinal assessment of consumer satisfaction/dissatisfaction: e dynamic aspect of the cognitive

process. Journal of Marketing Research, 20(November), 393–404. Ladhari, R. (2009). A review of twenty years of SERVQUAL research. Inter-

national Journal of Quality and Service Science, 1(2), 172–198. Lapierre, J., Filiatrault, P., & Chebat, J. C. (1999). Value strategy rather than quality strategy: a case of business-to-business professional services.

Journal of Business Research, 45(2), 235–246.

Lassar, W. M., Manolis, C., & Winsor, R. D. (2000). Service quality perspec-

tives and satisfaction in private banking. Journal of Services Marketing,

(3), 244–271.

LeBlanc, G., & Nguyen, Nha. (1996). Cues used by customers evaluating

corporate image inservice rms-An empirical study in nancial institu-

tions. International Journal of Service Industry Management, 7(2), 44–56. Lee, H., Lee, Y., & Yoo, D. (2000). e determinants of perceived service quality and its relationship with satisfaction. Journal of Services Mar-

keting, 14(3), 217–231.

Lien, T. B., & Yu, C. C. (2001). An integrated model for the e ects of perceived product, perceived service quality, and perceived fairness on customer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behaviour, 14, 125–140.

Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43(3), 271–282.

Liou, Y., & Tsao, W.-Y. (2010). A study on the service model of public transportation: Taiwan railways vs. Taiwan high speed rail corporation. Service Science, 1(2), 32–42.

Lynn, Laurence E. (1996). Public management as art, science, and profession. Chatham, NJ: Chatham House.

MacInnis, D., & Price, Linda. (1987). e role of imagery in information processing: review and extensions. Journal of Consumer Research, 13, 473–491.

Macintosh, G. (2009). e role of rapport in professional services: anteceden- ts and outcomes. Journal of Services Marketing, 23(2), 71–79.

Malik, M. E. (2012). Impact of brand image, service quality and price on customer satisfaction in Pakistan telecommunication sector. Internati- onal Journal of Business and Social Science, 3(23), 123–129.

Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction. Journal of Consumer Research, 20(December), 451–466.

Markus, H. (1977). Self-schemas and processing information about the self. Journal of Personality and Social Psychology, 35, 63–78.

Martilla, J., & James, J. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77–79.

McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410.

McGregor, Eugene B., Jr., Campbell, A. K., Macy, John W., Jr., & Cleveland, H. (1982). Symposium: The public service as institution. Public Administration Review, 42(4), 304.

Meng, S. H., Liang, G. S., & Yang, S. H. (2011). e relationship of cruise image, perceived value, satisfaction, and post-purchase behavioral intention on Taiwanese tourists. African Journal of Business Management, 5(1), 19–29.

Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure services sector. Journal of Service Marketing, 25(3), 190–201.

Mitra, D., & Golder, P. N. (2006). How does objective quality a ect perce- ived quality? short-term e ects, long-term e ects, and asymmetries. Marketing Science, 25(3), 230–247.

Modi, Vinita. (2013). Importance of perceived price and perceived value for customers. Paci c Business Review International, 6(3), 1–4.

Moorthy, S., & Zhao, H. (2000). Advertising spending and perceived quality. Marketing Letters, 11(3), 221–233.

Moreira, A. C., & Silva, P. M., (2015) e trust-commitment challenge in service quality-loyalty relationships. International Journal of Health Care Quality Assurance, 28(3), 253–266.

Mulki, J. P., & Jaramillo, F. (2011). Ethical reputation and value received: customer perceptions. International Journal of Bank Marketing, 29(5), 358–372.

Nagle, omas T., & Hogan, John E. (2006). e strategy and tactics of pricing: a guide to growing more pro tably. Edisi ke-4. Upper Saddle River, NJ: Prentice-Hall.

Needham, C. (2003). Citizen-consumers: new labour’s marketplace democracy. London: Catalyst Forum.

Needham, C. (2004). Citizen-consumers: the government-citizen relationship in england, 1997–2003. (Tesis, tidak dipublikasikan).

Needham, C. (2007). e reform of public under new labour. New York: Pal- grave Macmillan.

Nguyen, Nha, & LeBlanc, Gaston. (1998). e mediating role of corporate image on customers’ retention decisions: An investigation in nancial services. International Journal of Bank Marketing, 16(2), 52–65.

Nusair, K. K., Parsa, H. G., & Cobanoglu, C. (2011). Building a model of commitment for generation y: An empirical study on e-travel retailers. Tourism Management, 32, 833– 843.

Oliver, R. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. Oliver, R. (1999). Value as excellence in the consumption experience. Dalam M. Holbrook (Ed.). Consumer value: A framework for analysis and

research. 43–62, New York: Routledge.

Oliver, R. L., & Swan, E. J. (1989). Consumer perceptions of interpersonal

equity and satisfaction in transactions: A eld survey approach. Journal

of Marketing, 53(April), 21–35.

Oliver, Richard L. (1981). Measurement and evaluation of satisfaction process

in retail setting. Journal of Retailing, 57(Fall), 25–48.

Oliver, Richard L. (1997). Satisfaction: A behavioral perspective on the

consumer. New York: e McGraw-Hill Companies, Inc.

Osborne, D., & Gaebler, T. (1992). Reinventing government: How the entre- preneurial spirit is transforming the public sector. Reading, MA: Addison-

Wesley.

Osborne, D., & Plastrik, P. (1997). Banishing bureaucracy. Reading, MA:

Addison-Wesley.

Onigbinde, I. O., & Odunlami, S. A. (2014). Telecommunication service

delivery and customer satisfaction: A study of telecom subscribers in ogun state, Nigeria. International Journal of Business and Management Review, 2(6), 49–58.

Palacio, A. B., Meneses, G. D., & Perez, P. J. P. (2002). e con guration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration, 40(5), 486–505.

Pappu, R., & Quester, P. (2006). Does customer satisfaction lead to improved brand equity? An empirical examination of two categories of retail brands. Journal of Product & Brand Management, 15(1), 4–14.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and implications for future research. Journal of Marketing, 49( Fall), 41–50.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Parsian, N., & Dunning, T. (2009). Developing and validating a questionnaire to measure spirituality: A psychometric process. Global Journal of Health Science, 1(1), 2–11.

Pinho, J. C., dan Macedo, I. M. (2008). Examining the antecedents and consequences of online satisfaction within the public sector: e case of taxation services. Transforming Government: People, Process and Policy, 2(3), 177–193.

Pollitt, C., & Bouckaert, G. (2000). Public management reform. Oxford, UK: Oxford University Press.

Sepasi, S. & Rahdari, A. H. (2014). Designing a customer satisfaction index for Islamic bank. e First International Conference on Political Epic & Economic Epic, 18, 1–12.

Rakhmawati, T., Sumaedi, S., Bakti, I G. M. Y., Astrini, N. J., Yarmen, M., Widianti, T., Sekar, D. C., & Vebriyanti, D. I. (2013). Developing a ser- vice quality measurement model of public health center in Indonesia. Management Science and Engineering, 7(2), 1–15.

Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60, 21–31.

Rust, R. T., Subramanian, B., & Wells, M. (1992). Making complaints a ma- nagement tools. Marketing Management, 1(3), 40–45.

Ryu, K., Han, H., & Kim, T.-H. (2008). e relationships among overall quick- casual restaurant image, perceived value, customer satisfaction, and

behavioral intentions. International Journal of Hospitality Management,

, 459–469.

Sahadev, S., & Purani, K. (2008). Modelling the consequences of e?service

quality. Marketing Intelligence & Planning, 26(6), 605–620.

Santos, J. R. A. (1999). Cronbach’s alpha: a tool for assessing the reliability

of scales. e Journal of Extension, 37(2), 1–5.

Sawyer, Alan G. & Dickson, P.R. (1984). Psychological perspectives on

consumer response to sales promotion, Dalam Research on Sales Promotion: Collected Papers, Katherine E. Josz. Ed. Cambridge MA: Marketing Science Institute, 47–62.

Selnes, Fred. (1998). Antecedents and consequences of trust and satisfaction in buyer?seller relationships. European Journal of Marketing, 32(3/4), 305–322.

Schechter, Len. (1984). A normative conception of value. Progressive Grocer, Executive Report, 12–14.

Sekaran, U., & Bougie, R. (2011). Research method for business–a skill building approach Edisi ke-5. West Sussex : John Wiley & Sons.

Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: A re- view. International Journal of Quality & Reliability Management, 22(9), 913–949.

Shapiro, & Associates. (1985). Value is a complex equation. Chain Store Age (May), 14–59.

Shimp, T. A. (2010). Integrated marketing communication in advertising and promotion. Edisi ke-8. South-Western: CENGAGE Learning.

Sumaedi, S., Bakti, I G. M. Y., & Metasari, N. (2011). e e ect of students’ perceived service quality and perceived price on student satisfaction. Management Science and Engineering, 5(1), 88–97.

Sumaedi, S., & Bakti, I G. M. Y. (2011). e exploratory study of industrial engineering students’ perceived quality dimension. International Journal of Basic & Applied Sciences IJBAS-IJENS, 11(1), 45–51.

Sumaedi, S., Bakti, I G. M. Y., & Yarmen, M. (2012). e empirical study of public transport passengers’ behavioral intentions: e roles of service

quality, perceived sacri ce, perceived value, and satisfaction (case study: paratransit passengers in Jakarta, Indonesia). International Journal for Tra c and Transport Engineering, 2(1), 83–97.

Sumaedi, S., Bakti, I G.M.Y., Astrini, N.J., Rakhmawati, T., Widianti, T., & Yarmen, M. (2014). Public transport passengers’ behavioral intentions – paratransit in Jabodetabek – Indonesia. Springer

Sumaedi, S., Bakti, I G. M. Y., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2016). Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB). International Journal of Productivity and Performance Management, 65(1), 25–41.

Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). e relationship between service quality and customer satisfaction–a factor speci c approach. Journal of Services Marketing, 16(4), 363–379.

Szwarc, Paul (2005). Researching customer satisfaction & loyalty. How to nd out what people really think, London : Kogan Page.

Teo, R., & Soutar, G. N. (2012). Word of mouth antecedents in an educati- onal context: a Singaporean study. International Journal of Educational Management, 26(7), 678–695.

eodoridis, P. K., & Chatzipanagiotou, K. C. (2009). Store image attributes and customer satisfaction across di erent customer pro les within the supermarket sector in Greece. European Journal of Marketing, 43(5/6), 708–734.

Tjiptono, Fandy, & Diana, Anastasia. (2015). Pelanggan Puas? Tak Cukup!. Yogyakarta: Penerbit Andi.

Tavakol, M., & Dennick, R. (2011). Making sense of Cronbach’s alpha. In- ternational Journal of Medical Education, 2, 53–55.

Tse, David K., & Wilton, Peter C. (1988). Models of consumer satisfaction: an extension. Journal of Marketing Research, 25(May), 204–212.

Tung, L. L. (2004). Service quality and perceived value’s impact on satisfaction, intention and usage of short message service (SMS). Information Systems Frontiers, 6(4), 353–368.

Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30(5/6), 314– 331.

Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality: Broadening the nomological network of business?to?business relationships. European Journal of Marketing, 40(3/4), 311–327.

Voss, G. B., Parasuraman, A., & Grewal, D. (1998). e roles of price, per- formance, and expectations in determining satisfaction in service exc- hanges. Journal of Marketing, 62(October), 46–61.

Wang, Y., Lo, H. P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evidence from China’s telecom- munication industry. Information Systems Frontiers, 6(4), 325–340.

Wen, C. H., Lawrence, W. L., & Cheng, H. L. (2005). Structur alequation modeling to determine passenger loyalty toward intercity bus services. Journal of the Transportation Research Board, No. 1.927, 249–255.

Westbrook, R. A., & Oliver, R. P.(1991). e dimensionality of consumpti- on emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(June), 84–91.

Westbrook, R. A, & Reilly, M. D. (1983). Value-percept disparity: an al- ternative to the discon rmation of expectations theory of consumer satisfaction. Dalam Bagozzi, Richard P., & Tybout, Alice M. (Eds.). Consumer Research 10. Ann Arbor, MI: Association for Consumer Re- search, 256–261.

Westbrook, Robert A. (1987). Product/consumption-based a ective res- ponses and postpurchase processes. Journal of Marketing Research, 24(August), 258–270.

Wetzels, M., de Ruyter, K., & van Birgelen, M. (1998). Marketing service relationships: the role of commitment. Journal of Business & Industrial Marketing, 13(4), 406–423.

Widianti, T., Sumaedi, S., Bakti, I G. M. Y., Rakhmawati, T., Astrini, N. J., & Yarmen, M. (2015). Factors in uencing the behavioral intention of public transport passengers. International Journal of Quality & Reliability Management, 32(7), 666–692.

Wilcox, K., Roggenveen, A. L., & Grewal, D. (2011). Shall i tell you now or later? assimilation and contrast in the evaluation of experiential products. Journal of Consumer Research, 38(4), 763–773.

Windrum, P. (2008). Innovation and entrepreneurship in public services. Dalam Paul Windrum & Per Koch (2008). Innovation in public sector services–entrepreneurship, creativitiy, and management. Northhampton: Edward Elgar Publishing, Inc.

Winer, Russell S. (1986). A reference price model of brand choice for frequen- tly purchased products. Journal of Consumer Research, 13(2), 250–256. Wisniewski, Mik. (2001). Using SERVQUAL to assess customer satisfaction with public sectorservices. Managing Service Quality: An International

Journal, 11(6), 380–388.

Woodru , R. B., & Gardial, S. F. (1996). Know your customers: New

approachesto understanding customer value and satisfaction. Cambridge,

Massachusetts: Blackwell.

Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction,

and loyalty: e role of switching costs. Psychology and Marketing, 2(10),

–822.

Yeh, Y. S., & Li, Y.-M. (2009). Building trust in m?commerce: contributi-

ons from quality and satisfaction. Online Information Review, 33(6),

066–1.086.

Yi, Y. (1989). A critical review of consumer satisfaction. (Kertas kerja, Di-

vision of Research, School of Business Administration, University of

Michigan).

Yuille, J. C., & Catchpole, M. J. (1977). e role of imagery in models of

cognition. Journal of Mental Imagery, 1, 171–180.

Zboja, J. J., dan Voorhees, C. M. (2006). e impact of brand trust and

satisfaction on retailer repurchase intentions. Journal of Services

Marketing, 20(6), 381–390.

Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value:

A means–end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22.

Zeithaml, Valerie A., & Bitner, Mary J. (1996). Services marketing. New York: McGraw-Hill.

Zhang, L., Han, Z., & Gao, Q. (2008). Empirical study on the student satis- faction index in higer education. International Journal of Business and Management, 3(9), 46–51.

Zikmund, William G., Babin, Barry J., Carr, Jon C., & Gri n, Mitch. (2008). Business Research Method. Edisi ke-8. South-Western: Cengage Lear- ning.

Zimmer, M. R., & Golden L. L. (1988). Impressions of retail stores: a content analysis of consumer images. Journal Retail, 64, 265–291.

Zins, A. H. (2001). Relative attitudes and commitment in customer loyalty models–some experiences in the commercial airline industry. Interna- tional Journal of Service Industry Management, 12(3), 269–294.