reference(8)

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DAFTAR PUSTAKA Budiarto, Samsul, (2010), “Perbaikan Sistem Pengendalian Kualitas dengan Menggunakan Metode Six Sigma”, Jurnal Manajemen Unnur Bandung, Volume 2, No.1. Dominique Drake, J. S. Sutterfield and Christopher Ngassam, (2008), “The Revolution of Six Sigma: An Analysis of Its Theory and Application”, Academy of Information and Management Sciences Journal, Volume 11, Number 1. Gaspersz, Vincent, (2007), “Lean Six Sigma for Manufacturing and Service Industries (Strategi Dramatik Reduksi Cacat/Kesalahan, Biaya, Inventori dan Lead Time dalam Waktu Kurang dari 6 Bulan)”, Edisi Pertama, Cetakan Pertama, Penerbit: PT. Gramedia Pustaka Utama, Jakarta. Junusi, Rahman El, (2009), “Pengaruh Atribut Produk Islam, Komitmen Agama, Kualitas Jasa dan Kepercayaan Terhadap Kepuasan dan Loyalitas Nasabah Bank Syariah (Pada Bank Muamalat Kota Semarang), Paper Presented at The 9 th Annual Conference on Islamic Studies (ACIS), Surakarta, Jawa Tengah. K. Ravichandran, K. Bhargavi and S. Arun Kumar, (2010), “Influence of Service Quality on Banking Customer’s Behavioural Intentions”, International Journal of Economics and Finance, Vol. 2, No. 4. Lo Liang Kheng, Osman Mahamad, T. Ramayah and Rahim Mosahab, (2010), “The Impact of Service Quality on Customer Loyalty : A Study of Banks in Penang, Malaysia”, International Journal of Marketing Studies, Vol. 2, No. 2. Muluk, Asmuliardi, (2008), “Analisis Kualitas Pelayanan Jasa Perbankan (Studi Kasus pada PT. Bank Negara Indonesia (Persero) Tbk Cabang Padang)”, Jurnal Ilmiah Teknik Industri: Optimasi Sistem Industri, Vol. 8, No. 1. Purnama, Nursya’bani, (2005), “Manajemen Kualitas Perspektif Global”, Edisi Pertama, Cetakan Pertama, Penerbit: Ekonisia, Yogyakarta. Rahim Mosahab, Osman Mahamad and T. Ramayah, (2010), “Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation”, International Bussiness Research, Vol. 3, No. 4. Universitas Sumatera Utara

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Page 1: Reference(8)

DAFTAR PUSTAKA

Budiarto, Samsul, (2010), “Perbaikan Sistem Pengendalian Kualitas dengan Menggunakan Metode Six Sigma”, Jurnal Manajemen Unnur Bandung, Volume 2, No.1.

Dominique Drake, J. S. Sutterfield and Christopher Ngassam, (2008), “The

Revolution of Six Sigma: An Analysis of Its Theory and Application”, Academy of Information and Management Sciences Journal, Volume 11, Number 1.

Gaspersz, Vincent, (2007), “Lean Six Sigma for Manufacturing and Service

Industries (Strategi Dramatik Reduksi Cacat/Kesalahan, Biaya, Inventori dan Lead Time dalam Waktu Kurang dari 6 Bulan)”, Edisi Pertama, Cetakan Pertama, Penerbit: PT. Gramedia Pustaka Utama, Jakarta.

Junusi, Rahman El, (2009), “Pengaruh Atribut Produk Islam, Komitmen Agama,

Kualitas Jasa dan Kepercayaan Terhadap Kepuasan dan Loyalitas Nasabah Bank Syariah (Pada Bank Muamalat Kota Semarang), Paper Presented at The 9th Annual Conference on Islamic Studies (ACIS), Surakarta, Jawa Tengah.

K. Ravichandran, K. Bhargavi and S. Arun Kumar, (2010), “Influence of Service

Quality on Banking Customer’s Behavioural Intentions”, International Journal of Economics and Finance, Vol. 2, No. 4.

Lo Liang Kheng, Osman Mahamad, T. Ramayah and Rahim Mosahab, (2010), “The

Impact of Service Quality on Customer Loyalty : A Study of Banks in Penang, Malaysia”, International Journal of Marketing Studies, Vol. 2, No. 2.

Muluk, Asmuliardi, (2008), “Analisis Kualitas Pelayanan Jasa Perbankan (Studi

Kasus pada PT. Bank Negara Indonesia (Persero) Tbk Cabang Padang)”, Jurnal Ilmiah Teknik Industri: Optimasi Sistem Industri, Vol. 8, No. 1.

Purnama, Nursya’bani, (2005), “Manajemen Kualitas Perspektif Global”, Edisi

Pertama, Cetakan Pertama, Penerbit: Ekonisia, Yogyakarta. Rahim Mosahab, Osman Mahamad and T. Ramayah, (2010), “Service Quality,

Customer Satisfaction and Loyalty: A Test of Mediation”, International Bussiness Research, Vol. 3, No. 4.

Universitas Sumatera Utara

Page 2: Reference(8)

Rajesh Nair, Ranjith P V, Sumana Bose and Charu Shri, (2010), “A Study of Service Quality on Banks with Servqual Model”, SIES Journal of Management, Vol. 7 (1): 35-45.

Robert M. Meisel, Steven J. Babb, Steven F. Marsh and James P. Schlichting, (2007),

“The Executive Guide to Understanding and Implementing Lean Six Sigma: The Financial Impact”, American Society of Quality, ASQ Quality Press, Milwaukee, United States of America.

Shahril Shafie, Wan Nursofiza Wan Azmi and Sudin Haron, (2004), “Adopting and

Measuring Customer Service Quality in Islamic Banks: A Case Study of Bank Islam Malaysia Berhad”, Journal of Muamalat and Islamic Finance Research, Vol. 1, No. 1.

Supranowo, (2009), “Analisis Dimensi Kualitas Jasa Terhadap Kepuasan Konsumen

di PT. Bank Mandiri (Persero), Tbk Blitar”, Jurnal Manajemen Gajayana, Vol. 6, No. 2: 173 – 186.

Sinulingga, Sukaria, (2011), “Metode Penelitian”, Edisi Pertama, Penerbit: USU

Press, Medan T.M.A. Ari Samadhi, Prudensy F. Opit dan Yudelen M.I. Singal, (2008), “Penerapan

Six Sigma untuk Peningkatan Kualitas Produk BIMOLI Classic (Studi Kasus: PT. Salim Ivomas Pratama – Bitung)”, J@TI Undip,Volume III, No. 1.

Umar, Husein, (2004), “Metode Penelitian untuk Skripsi dan Tesis Bisnis”, Cetakan

Keenam, Penerbit: PT. Raja Grafindo Perkasa, Jakarta.

Universitas Sumatera Utara