120 DAFTAR PUSTAKA Aulia Sisca dan Sasa Djuarsa Sendjaja. (2015). “Pengaruh Service Quality terhadap Kepuasan dan Word of mouth di Perguruan Tinggi Swasta”. Seminar Nasional Cendekiawan 2015. Benua, Deilvia C., Bernhard Tewal, dan Jacky Sumarauw. (2015). “Pengaruh Bauran Pemasaran Jasa terhadap Kepuasan Siswa pada SMA Katolik Karitas Tomohon”. Jurnal EMBA. Volume 3 (2): 487-498. Borges Gustavo da Rosa dan Simone Portella Teixeira de Mello. (2015). “The Influence of Students Attachment in The Recommendation Of a Federal Public University in Brazil”. Business and Management Review. Volume 4(5): 305-312. BPPSDMK. (2016). Mempersiapkan Nakes Menghadapi MEA. http://bppsdmk.kemkes.go.id/web/berita/2231-2099/mempersiapkan-nakes- menghadapi-mea (diakses 15 September 2017) Effendi, Sofian dan Tukiran. (2012). Metode Penelitian Survey ed.LP3ES. Jakarta. Ferdinand, Augusty. (2014). Metode penelitian manajemen (pedoman penelitian untuk penulisan skripsi, tesis, dan disertasi ilmu manajemen). Badan Penerbit Universitas Dipenogoro. Garg, S.A., Harjot S., dan Kalyan K. (2016). “Direct and Indirect Effects of Marketing Mix Elements on Satisfaction”. Academy of Marketing Studies Journal. Volume 20 (I): 53-65. Ghozali, H. Imam. (2014). Structural Equation Modeling (Metode Alternatif dengan Partial Least Squares (PLS) dilengkapi Software Smartpls 3.0. Xlstat 2014 dan WarpPLS 4.0). Badan Penerbit Universitas Dipenogoro. Semarang. Gilaninia, Shahram dan Marjan Sadat Ojaghzadeh Mohammadi. (2015). “Examination of Marketing Mix (7p_ on Tourism Development (Case Study: Tourism Industry in Guilan Province)”. Universal Journal of Management and Social Sciences. Volume 5(1):1-7. Gultom, Dedek K., Paham Ginting, dan Beby KF Sembiring. (2014). “Pengaruh Bauran Pemasaran Jasa dan Kualitas Pelayanan terhadap Kepuasan Mahasisw Program Studi Manajemen Fakultas Ekonomi Universitas Muhammadiyah Sumatera Utara”. Jurnal Manajemen & Bisnis. Volume 14 (1): 21-33. http://digilib.mercubuana.ac.id/
38
Embed
DAFTAR PUSTAKA - repository.mercubuana.ac.id · Ferdinand, Augusty. (2014). Metode penelitian manajemen (pedoman penelitian untuk penulisan skripsi, tesis, dan disertasi ilmu manajemen).
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
120
DAFTAR PUSTAKA
Aulia Sisca dan Sasa Djuarsa Sendjaja. (2015). “Pengaruh Service Quality terhadap Kepuasan dan Word of mouth di Perguruan Tinggi Swasta”. Seminar Nasional Cendekiawan 2015.
Benua, Deilvia C., Bernhard Tewal, dan Jacky Sumarauw. (2015). “Pengaruh Bauran Pemasaran Jasa terhadap Kepuasan Siswa pada SMA Katolik Karitas Tomohon”. Jurnal EMBA. Volume 3 (2): 487-498.
Borges Gustavo da Rosa dan Simone Portella Teixeira de Mello. (2015). “The Influence of Students Attachment in The Recommendation Of a Federal Public University in Brazil”. Business and Management Review. Volume 4(5): 305-312.
Effendi, Sofian dan Tukiran. (2012). Metode Penelitian Survey ed.LP3ES. Jakarta.
Ferdinand, Augusty. (2014). Metode penelitian manajemen (pedoman penelitian untuk penulisan skripsi, tesis, dan disertasi ilmu manajemen). Badan Penerbit Universitas Dipenogoro.
Garg, S.A., Harjot S., dan Kalyan K. (2016). “Direct and Indirect Effects of Marketing Mix Elements on Satisfaction”. Academy of Marketing Studies Journal. Volume 20 (I): 53-65.
Ghozali, H. Imam. (2014). Structural Equation Modeling (Metode Alternatif dengan Partial Least Squares (PLS) dilengkapi Software Smartpls 3.0. Xlstat 2014 dan WarpPLS 4.0). Badan Penerbit Universitas Dipenogoro. Semarang.
Gilaninia, Shahram dan Marjan Sadat Ojaghzadeh Mohammadi. (2015). “Examination of Marketing Mix (7p_ on Tourism Development (Case Study: Tourism Industry in Guilan Province)”. Universal Journal of Management and Social Sciences. Volume 5(1):1-7.
Gultom, Dedek K., Paham Ginting, dan Beby KF Sembiring. (2014). “Pengaruh Bauran Pemasaran Jasa dan Kualitas Pelayanan terhadap Kepuasan Mahasisw Program Studi Manajemen Fakultas Ekonomi Universitas Muhammadiyah Sumatera Utara”. Jurnal Manajemen & Bisnis. Volume 14 (1): 21-33.
http://digilib.mercubuana.ac.id/
121
Haghighikhah M., Mahdieh K., dan Masoud A. (2016). “Internal Marketing: Employee Satisfaction and Word of mouth in Guilan's Saderat Bank”. International Journal of Marketing Studies. Volume 8(2): 147-158.Hawkins D.I, David L. Mothersbaugh. (2010). Consumer behavior (building marketing strategy 11th edition). Mcgraw-hill international edition. New york america.
Hurriyati, Ratih. (2015). Bauran Pemasaran dan Loyalitas Konsumen (Fokus pada Konsumen Kartu Kredit Perbankan). Alfabeta. Bandung.
Islam Md. Farijul dan Md. Mostafizur Rahman. (2015). ”Service Marketing Mix and Their Impact on Bank Marketing Perfrmance: A Case Study on Janata Bank Limited, Bangladesh”. Journal for Worldwide Holistic Sustainable Development. Volume 1(1): 16-32.
Jalal R. M. Hanaysha, Haim Hilman Abdullah, dan Ari Warokka. (2011). “Service Quality and Students Satisfaction at Higher Learning Institutions: The Competing Dimension of Malaysian Universities Competitiveness”. Journal of Southeast Asian Research. Volume 2: 1 -10.
Kadhim F.A., Thaer F.A., dan Mahir F.A. (2016). “Effects of Marketing Mix on Customer Satisfaction: Empirical Study on Tourism Industry in Malaysia”. International journal of applied research. 2(2):357-360.
Khotib Margaret. (2015). Tantangan SDM Kesehatan di era MEA 2015. http://www.kompasiana.com/margaretkhotib/tantangan-sdm-kesehatan-di-era-mea-2015_54f91949a3331176038b46b6 (Diakses 17 September 2017).
Kotler, Philip dan Gary Armstrong. (2012). Principles of Marketing. Pearson Education Limited. Edinburgh Gate. Harlow. England.
Li Shao Chang. (2013). “Exploring the Relationship among Service Quality, Customer Loyalty and Word of mouth to private Higher Education in Taiwan”. Asia Pasific Management Review. Volume 18 (4): 375-389.
Lovelock CH, Jochen Wirtz, Jacky Mussry. (2011). Service Marketing 7th Edition. Pearson Education. New Jersey.
Memon Mumtaz Ali, Rohani S., Mohamed Noor R. B., dan Haryaani H. (2014). “Factors Influencing the Satisfaction of International Postgraduate Students in the Malaysian Context-a Literature Review and a Proposed Model”. International Education Studies. Volume 7(11): 76-83.
Mohammad Haruna Isa. (2015). “7P's Marketing Mix and Retail Bank Customer Satisfaction Northeast Nigeria”. British Journal of Marketing Studies. Volume 3(3):71-88.
http://digilib.mercubuana.ac.id/
122
Mowen J.C., & Minor M. (1998). Consumer Behavior. 5th Edition. New Jesrsey; Prentice Hall.
Muala Ayed Al dan Majed Al Qurneh. (2012). “Assesing the Relationship between Marketing Mix and Loyalty through Tourist Satisfaction in Jordan Curative Tourism”. American Academic & Scholarly Research Journal. Volume 4 (2): 1-14.
Mudassar Kashif, Shahbaz Talib, Shiquran Cheema, dan Muhammad Shahid Raza. (2013). “The Impact of Service Quality on Customer Satisfaction and The Moderating Role of Word of mouth”. African Journal of Business Management. Volume 7(18): 1751-1756.
Nguyen The Ninh, Thi Thu Hoai Phan, dan Phuong Anh Vu. (2015). “The Impact of Marketing Mix Elements n Food Buying Behavior: A Study of Supermarket Consumers in Vietnam”. International Journal of Business and Management. Volume 10(10): 206-215.
Palmer John, Vicky Eidson, Cynthia Haliemun, dan Pamela Wiewel . (2011). “Predictors of Positive and Negative Word of mouth of University Students: Strategic Implications for Institutions of Higher Education”. International Journal of Business and Social Science. Volume 2 (7) 59 – 62.
Raghavan Santhi dan Ganesh R. (2015). “Addressing Service Quality to Increase Students’ Satisfaction and Retention in Malaysian Private Higher Education Institutions”. American Journal of Economics.Volume 5(2): 243-250.
Saktiani Garnis Anggi. (2015). “Pengaruh Kualitas Layanan dan Citra Perusahaan terhadap Kepuasan Pelanggan dan Word of mouth”. Jurnal Ilmu Sosial dan Ilmu Politik. Volume 4(2): 342-353.
Saragih, Lenti Susanna.(2014). “Pengaruh Bauran Pemasaran Terhadap Loyalitas Melalui Kepuasan Mahasiswa Politeknik Mandiri Bina Prestasi Medan”. Tesis. Fakultas Ekonomi dan Bisnis, Magister Ilmu Manajemen. Universitas Sumatera Utara. Medan.
Sciffman, G. Leon dan Kanuk, Lazar Leslie. (2010). Consumer Behavior Tenth Edition. Pearson Education Inc. Practice Hall. One Lake Street. Upper Saddle River. New Jersey.
Soedijati, Elisabeth Koes.(2011). “Pengaruh Bauran Pemasaran Perguruan Tinggi Terhadap Keepuasan dan Dampaknya Kepada Loyalitas Mahasiswa Pada 3 PTS Terkemuka di Kota Bandung”. Bina Ekonomi Majalah Ilmiah Fakultas Ekonomi Unpar. Volume 15 (2): 94-106.
Solomon Michael R. (2009). Consumer Behavior; Buying, Having, Being eight edition. Pearson Education. New Jersey.
http://digilib.mercubuana.ac.id/
123
Sumarto Lakson. (2014). “Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Perilaku Word of mouth Mahasiswa Pendidikan Olah Raga dan kesehatan di Universitas Tunas Pembangunan Surakarta”. Jurnal Analitika. Volume 24(1): 1-12.
Sumarwan Ujang. (2011). Perilaku Konsumen (Teori dan Penerapannya dalam Pemasaran). Ghalia Indonesia. Bogor.
Suryani. (2013). “Analisis Faktor yang Mempengaruhi Kepuasan Nasabah sehingga tercipta Word of mouth Positif di PT Bank Muamalat Indonesia, Tbk Cabang Medan”. Jurnal Penelitian Sosial Keagamaan. Volume 7 (1): 143-162.
Taher, Tasman H. (2013).”Pengaruh Bauran Pemasaran Terhadap Kepuasan Layanan jasa Pendidikan di Sekolah Tinggi Ilmu Ekonomi (STIE) Palangkaraya”. Jurnal Sains Manajemen. Volume II(2): 1-11
Taniredja Tukiran dan Hidayati Mustafidah. (2011). Penelitian Kuantitaif (Sebuah Pengantar). Alfabeta. Bandung.
Tjiptono Fandy. (2009). Service Marketing (Esensi dan Aplikasi). Marknesis: Yogyakarta.
Tuan Nguyen Minh. (2012). “Effects of Service Quality and Price Fairness on Student Satisfaction”. International Journal of Business and Social Science.Volume 3 (19): 132-150.
Yasvari Tahmoures H., Reza A.G., dan Elnaz R.(2012). “Influentia Factors on Word of mouth in Service Industries (The Case of Iran Airline Company)”. International Journal of Learning & Development. Volume 2 (5): 227-242.
Zeithaml, Valarie A., Mary Jo Bitner, and Dwayne D. Gremer. (2006). Services Marketing: Intergrating Customer Focus Across the Firm 4th Edition. New York: McGraw-Hill.
Zeithaml, Valarie A., Mary Jo Bitner, and Dwayne D. Gremer. (2013). Services Marketing: Intergrating Customer Focus Across the Firm 6th Edition. New York: McGraw-Hill.
http://digilib.mercubuana.ac.id/
124
KUESIONER
Kuesioner ini digunakan sebagai bahan untuk penelitian mengenai Bauran Pemasaran (7p) Jasa, Kepuasan
Mahasiswa, dan Perilaku Word of Mouth oleh Mahasiswa Pascasarjana Magister Manajemen Universitas Mercubuana Jakarta. Mohon dijawab dan diisi daftar pertanyaan dan pernyataan
pada lembar ini. Semua data dan informasi yang diberikan
akan dijaga kerahasiaannya
A. Identitas dan karakteristik responden
Lengkapilah data diri anda pada tabel di bawah ini . dalam soal pilihan, pilihlah salah satu jawaban yang paling tepat menurut anda dengan memberikan tanda ceklis (√) diantara tanda ( ) di bawah ini 1 Nama Responden : 2 NIM : 3 Tempat, Tangga Lahir : 4 Asal Daerah : 5 Nomor Handphone : 6 E-mail : 7 Program Studi : ( ) Kebidanan
( ) Keperawatan D3 ( ) Keperawatan D4
8 Tingkat : ( ) 1 ( ) 2 ( ) 3 ( ) 4
9. Jenis Kelamin : ( ) Perempuan ( ) Laki-laki
10 Mendapat informasi Potekkes Kemenkes Banten Melalui
: ( ) Teman ( ) Keluarga ( ) Aumni ( ) Brosur ( ) Pameran/Promosi/Presentasi ( ) Iklan Radio ( ) Iklan Koran/majalah ( ) Iklan TV ( ) Lainnya sebutkan................................................
KODE
Lampiran 1. Kuesioner Penelitian
http://digilib.mercubuana.ac.id/
125
B. Daftar Pertanyaan
Berilah tanda ceklis (√) pada kolom yang berada di sebelah kanan kolom pertanyaan/pernyataan sesuai dengan tingkat kesetujuan anda atau kondisi yang anda alami selama berkuliah di Poltekkes Kemenkes Banten. Tingkatan jawaban antara lain; STS = Sangat Tidak Setuju TS = Tidak Setuju R = Ragu-ragu S = Setuju SS = Sangat Setuju
PRODUK
NO. PERTANYAAN STS TS R S SS
1 Sarana pendidikan yang ada di Poltekkes Kemenkes Banten baik
2 Kondisi kegiatan belajar-mengajar berlangsung dengan baik 3 Kualitas pendidikan di Poltekkes Kemenkes Banten baik 4 Kurikulum di Poltekkes Kemenkes Banten baik 5 Terdapat laboraturium dan faislitas kampus yang baik 6 Fasilitas kampus (masjid, asrama, tempat parkir, toilet, dll)
baik
7 Terdapat banyak pilihan jurusan di Poltekkes Kemenkes Banten
8 Jurusan sesuai dengan minat mahasiswa 9 Nama Poltekkes Kemenkes Banten sudah terkenal
10 Kualitas kampus Poltekkes Kemenkes Banten sudah terkenal
HARGA
NO. PERTANYAAN STS TS R S SS
1 Biaya pendidikan terjangkau 2 Baya pendidikan sesuai dengan kualitas pendidikan 3 SPP dapat di-angsur 4 Biaya sumbangan dapat di-angsur 5 Diberkan keringanan biaya bagi mahasiswa dengan kondisi
tertentu
6 Tidak diberikan denda bagi keterlambatan pembayaran
PROMOSI NO. PERTANYAAN STS TS R S SS
1 Poltekkes Kemenkes Banten memiliki bagian pemasaran khusus
2 Poltekkes Kemenkes Banten memiliki tim promosi yang melibatkan mahasiswa
3 Poltekkes Kemenkes Banten melakukan promosi dalam bentuk media cetak (spanduk, baliho, flyer, brosur, dll)
4 Poltekkes Kemenkes Banten melakukan promosi dalam bentuk iklan di media massa (koran, majalah)
5 Poltekkes Kemenkes Banten melakukan promosi ke SMA-SMA
6 Poltekkes Kemenkes Banten melakukan promosi melalui pameran
7 Poltekkes Kemenkes Banten memasang promosi di internet 8 Poltekkes Kemenkes Banten aktif dalam promosi mealui
web resmi
http://digilib.mercubuana.ac.id/
126
LOKASI
NO. PERTANYAAN STS TS R S SS
1 Lokasi kampus dekat dengan pusat kota 2 Lokasi kampus dekat dengan rumah 3 Lokasi kampus mudah dijangkau kendaraan umum 4 Lokasi kampus mudah dijangkau dengan kendaraan
pribadi
STAFF DAN TENAGA PENGAJAR
NO. PERTANYAAN STS TS R S SS
1 Cara mengajar para tenaga pengajar mudah dipahami 2 Tenaga pengajar merupakan tenaga berpengalaman
dibidangnya
3 Staff kampus melayani dengan ramah 4 Staff kampus cepat tanggap dalam melayani keluhan
mahasiswa
BUKTI FISIK
NO. PERTANYAAN STS TS R S SS
1 Bangunan kampus Poltekkes Kemenkes Banten menarik 2 Bangunan kampus Poltekkes Kemenkes Banten nyaman 3 Fasilitas belajar-mengajar di Poltekkes Kemenkes Banten
memadai
4 Fasilitas Laboraturium di Poltekkes kemenkes Banten lengkap
5 Staff kampus memiliki seragam/penampilan yang baik 6 Tenaga pengajar memiliki seragam/penampilan yang baik
PROSES
NO. PERTANYAAN STS TS R S SS
1 Kegiatan belajar-mengajar dilakukan sesuai dengan jam perkuliahan
2 Materi pelajaran sesuai dengan silabus/jadwal perkuliahan 3 Mahasiswa terlibat aktif dalam kegiatan belajar-mengajar 4 Mahasiswa aktif dalam praktik di laboraturium
KEPUASAN MAHASISWA
NO. PERTANYAAN STS TS R S SS
1 Pelayanan Poltekkes Kemenkes Banten sesuai dengan harapan
2 Sistem akademik sesuai dengan harapan 3 Staff/tenaga pengajar berkompeten 4 Mahasiswa puas dengan pelayanan staff/tenaga pengajar
dalam menyelesaikan masalah
http://digilib.mercubuana.ac.id/
127
PERILAKU WORD OF MOUTH
NO. PERTANYAAN STS TS R S SS
1 Mahasiswa bercerita tentang hal-hal positif tentang Poltekkes Kemenkes Banten kepada lingkungan sekitar
2 Mahasiswa membahas tentang Poltekkes kemenkes Banten kepada orang lain
3 Mahasiswa memberikan saran kepada lingkungan sekitar untuk berkuliah di Poltekkes kemenkes Banten
4 Mahasiswa memberikan rekomendasi kepada lingkungan sekitar untuk berkuliah di Poltekkes Kemenkes Banten
5 Mahasiswa membantu proses bergabung rekan/kerabat yang berminat masuk ke Poltekkes Kemenkes Banten
6 Mahasiswa mengajak rekan/kerabat bergabung dengan Poltekkes Kemenkes Banten
TIME: 11:57 L I S R E L 8.72 BY Karl G. Jöreskog & Dag Sörbom This program is published exclusively by Scientific Software International, Inc. 7383 N. Lincoln Avenue, Suite 100 Lincolnwood, IL 60712, U.S.A. Phone: (800)247-6113, (847)675-0720, Fax: (847)675-2140 Copyright by Scientific Software International, Inc., 1981-2005 Use of this program is subject to the terms specified in the Universal Copyright Convention. Website: www.ssicentral.com The following lines were read from file C:\Users\ACER\Desktop\Mbak Denissa\data sem\olah.spl: Raw data from file 'C:\Users\ACER\Desktop\Mbak Denissa\data sem\data.psf' Sample Size = 301 Latent Variables Product Price Promotion Place People Physical Process Kepuasan WOM Relationships PROD1 PROD2 PROD3 PROD4 PROD5 PROD6 PROD7 PROD8 PROD9 PROD10 = Product HAR1 HAR2 HAR3 HAR4 HAR5 HAR6 = Price PROM1 PROM2 PROM3 PROM4 PROM5 PROM6 PROM7 PROM8 = Promotion LOK1 LOK2 LOK3 LOK4 = Place STAF1 STAF2 STAF3 STAF4 = People BUKT1 BUKT2 BUKT3 BUKT4 BUKT5 BUKT6 = Physical PROS1 PROS2 PROS3 PROS4 = Process PUAS1 PUAS2 PUAS3 PUAS4 = Kepuasan WOM1 WOM2 WOM3 WOM4 WOM5 WOM6 = WOM Kepuasan = Product Price Promotion Place People Physical Process WOM = Kepuasan
Lampiran 3. Output SEM Lisrel
http://digilib.mercubuana.ac.id/
134
Path diagram options AD=OFF IT=1000 ME=UL SC EF set the error covariance between HAR4 and HAR3 to free set the error covariance between WOM6 and WOM2 to free set the error covariance between LOK2 and HAR3 to free set the error covariance between LOK2 and HAR4 to free set the error covariance between HAR4 and HAR2 to free set the error covariance between HAR3 and HAR2 to free set the error covariance between PROM5 and HAR5 to free set the error covariance between LOK2 and PROM6 to free set the error covariance between HAR3 and HAR1 to free set the error covariance between PROD10 and PROD9 to free set the error covariance between PROM7 and HAR4 to free set the error covariance between PROM7 and HAR3 to free set the error covariance between HAR4 and HAR1 to free set the error covariance between PROM6 and PROM1 to free set the error covariance between LOK2 and PROD10 to free set the correlation between Physical and People equal to 0.6 End of Problem Sample Size = 301 Covariance Matrix PUAS1 PUAS2 PUAS3 PUAS4 WOM1 WOM2 -------- -------- -------- -------- -------- -------- PUAS1 0.46 PUAS2 0.35 0.46 PUAS3 0.15 0.18 0.26 PUAS4 0.33 0.33 0.18 0.55 WOM1 0.16 0.16 0.10 0.17 0.37 WOM2 0.05 0.07 0.08 0.09 0.18 0.27 WOM3 0.16 0.18 0.09 0.17 0.22 0.16
People 0.77 0.51 0.68 0.63 0.55 0.57 Physical 0.76 0.50 0.80 0.59 0.54 0.64 Process 0.86 0.56 0.67 0.56 0.64 0.46 Covariance Matrix of Latent Variables People Physical Process -------- -------- -------- People 1.00 Physical 0.60 1.00 Process 0.75 0.68 1.00 Goodness of Fit Statistics W_A_R_N_I_N_G: Chi-square, standard errors, t-values and standardized residuals are calculated under the assumption of multi- variate normality. Degrees of Freedom = 1231 Normal Theory Weighted Least Squares Chi-Square = 3269.45 (P = 0.0) Estimated Non-centrality Parameter (NCP) = 2038.45 90 Percent Confidence Interval for NCP = (1872.71 ; 2211.77) Minimum Fit Function Value = 1.67 Population Discrepancy Function Value (F0) = 6.79 90 Percent Confidence Interval for F0 = (6.24 ; 7.37) Root Mean Square Error of Approximation (RMSEA) = 0.074 90 Percent Confidence Interval for RMSEA = (0.071 ; 0.077) P-Value for Test of Close Fit (RMSEA < 0.05) = 0.00 Expected Cross-Validation Index (ECVI) = 11.88 90 Percent Confidence Interval for ECVI = (11.33 ; 12.46) ECVI for Saturated Model = 9.19 ECVI for Independence Model = 128.08 Chi-Square for Independence Model with 1326 Degrees of Freedom = 38319.61 Independence AIC = 38423.61 Model AIC = 3563.45
http://digilib.mercubuana.ac.id/
152
Saturated AIC = 2756.00 Independence CAIC = 38668.38 Model CAIC = 4255.39 Saturated CAIC = 9242.40 Normed Fit Index (NFI) = 1.00 Non-Normed Fit Index (NNFI) = 1.04 Parsimony Normed Fit Index (PNFI) = 0.93 Comparative Fit Index (CFI) = 1.00 Incremental Fit Index (IFI) = 1.03 Relative Fit Index (RFI) = 1.00 Root Mean Square Residual (RMR) = 0.035 Standardized RMR = 0.063 Goodness of Fit Index (GFI) = 0.97 Adjusted Goodness of Fit Index (AGFI) = 0.96 Parsimony Goodness of Fit Index (PGFI) = 0.86 The Modification Indices Suggest to Add the Path to from Decrease in Chi-Square New Estimate PROD7 Physical 9.1 -1.41 PROD7 Process 7.9 -0.43 PROD10 Promotio 9.4 0.28 HAR2 Product 17.0 0.40 HAR2 People 8.1 0.33 HAR2 Physical 12.8 0.35 HAR2 Process 9.7 0.39 HAR6 Process 11.5 -0.57 PROM3 Price 50.5 -2.94 PROM3 Process 25.1 -2.10 PROM4 People 8.3 -0.77 PROM5 People 12.3 -0.42 PROM5 Process 48.4 -2.26 PROM7 Process 13.1 0.83 PROM8 Product 13.3 0.28 PROM8 People 14.6 0.39 PROM8 Physical 17.6 0.33 PROM8 Process 41.7 1.09 STAF1 Product 24.2 1.16 STAF1 Physical 19.9 0.78 STAF3 Product 10.1 1.56 STAF3 Price 11.7 1.41 STAF3 Physical 36.5 1.71 STAF4 Place 12.6 1.54 BUKT1 Price 11.8 -2.51 BUKT2 Place 41.6 2.79 BUKT3 Price 124.7 37.30 BUKT3 Place 58.1 -7.01 BUKT5 Price 8.6 0.54 BUKT5 Place 14.4 1.38 PROS2 Product 8.3 -0.79 The Modification Indices Suggest to Add a Covariance