110 DAFTAR REFERENSI Baequni, (2002). Analisis Validitas dan Reliabilitas Instrumen Kepuasan Pelanggan di Instalasi Rehab Medik (IRM) Rumah Sakit X Tahun 2002, Tesis PS-IKM, Universitas Indonesia. Cipolle RJ., Strand LM., Morley PC., (1998). Pharmaceutical Care Practice. McGraw-Hill, Health Profesion Division. New York. Churchill GA., Lacobucci D., (2004). Marketing Research, Methodological Foundatios, 9 th Edition,Thomson South-Western. Curry A., Sinclair E,, (2002). Assessing the quality of physiotherapy services using Servqual. International Journal of Health Care Quality Assurance, Volume: 15. Camilleri D, O’Callaghan M, (1998). Comparing public and private hospital care service quality. International Journal of Health Care Quality Assurance.Volume:11. Departemen Kesehatan RI, (1980). Peraturan Pemerintah no. 25 tentang Apotek, Jakarta Departemen Kesehatan RI, (1993). Peraturan Menteri Kesehatan Nomor 922/Menkes/Per/X/1993, tentang Ketentuan dan Tata Cara Pemberian Ijin Apotek. Departemen Kesehatan RI, (2004). Keputusan Menteri Kesehatan no.1027/Kep/IX/2004 tentang Standar Pelayanan Kefarmasian di Apotek. Departemen Kesehatan, (2006). Direktorat Jenderal Bina Kefarmasian dan Alat Kesehatan, Buku Petunjuk Teknis Pelaksanaan Standar Pelayanan Kefarmasian di Apotek, Jakarta. Universitas Indonesia Analisis tingkat..., Mas'ud, FMIPA UI, 2009
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110
DAFTAR REFERENSI
Baequni, (2002). Analisis Validitas dan Reliabilitas Instrumen Kepuasan Pelanggan
di Instalasi Rehab Medik (IRM) Rumah Sakit X Tahun 2002, Tesis PS-IKM,
Universitas Indonesia.
Cipolle RJ., Strand LM., Morley PC., (1998). Pharmaceutical Care Practice.
McGraw-Hill, Health Profesion Division. New York.
Churchill GA., Lacobucci D., (2004). Marketing Research, Methodological
Foundatios, 9th Edition,Thomson South-Western.
Curry A., Sinclair E,, (2002). Assessing the quality of physiotherapy services using
Servqual. International Journal of Health Care Quality Assurance, Volume: 15.
Camilleri D, O’Callaghan M, (1998). Comparing public and private hospital care
service quality. International Journal of Health Care Quality Assurance.Volume:11.
Departemen Kesehatan RI, (1980). Peraturan Pemerintah no. 25 tentang Apotek,
Jakarta
Departemen Kesehatan RI, (1993). Peraturan Menteri Kesehatan Nomor
922/Menkes/Per/X/1993, tentang Ketentuan dan Tata Cara Pemberian Ijin Apotek.
Departemen Kesehatan RI, (2004). Keputusan Menteri Kesehatan
no.1027/Kep/IX/2004 tentang Standar Pelayanan Kefarmasian di Apotek.
Departemen Kesehatan, (2006). Direktorat Jenderal Bina Kefarmasian dan Alat
Kesehatan, Buku Petunjuk Teknis Pelaksanaan Standar Pelayanan Kefarmasian di
Apotek, Jakarta.
Universitas Indonesia
Analisis tingkat..., Mas'ud, FMIPA UI, 2009
111
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Ann Arbor, Mich.: Health administration Press.
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Saticfactions, alih bahasa : Hesti Widyaningrum, PPM, Jakarta.
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Customers Toward Better Choice. Harvard Business Review, December 2008.
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Kefarmasian, Vol. II, No.1, April 2005.
http://www.kimiafarmaapotek.com/.2008
Judith, Hall and Michael C. Dornan, (1990). Patient Sociodemographic
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Psychology, Boston University, USA.
Karim, Andi Imran, (2007). Analisis kepuasan pelanggan studi kasus PLN Distribusi
Jakarta Raya dan Tanggerang Area Pelayanan Bulungan
Universitas Indonesia
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Kaplan RS., Norton DP., (2007). Using The Balanced Scorecard As A Strategic
Management System, Harvard Business Review, July-August 2007 edition.
Kerlinger FN,. Lee HB., (2000). Foundations of Behavioral Research, 4th Edition,