Académique Documents
Professionnel Documents
Culture Documents
Baki, Birdokan, Sahin Basfirinci, Cigdem, Cilingir, Zuhal, and Murat AR, Ilker,
(2008), An Application of Integrating SERVQUAL and Kanos Model into
QFD for logistic Services, Asia Facific Journal of Marketing and Logistic,
Vol. 21 No. 1, 2009, pp. 106-126.
Bernal, Luis, dkk., 2009. Quality Function Deployment (QFD) for Services - A
Handbook. Universitas Leipzig.
Day, R.G. 1993. Quality Function Deployment. Wisconsin: ASQC Quality Press.
Heizer, Jay dan Render, Barry. 2010. Manajemen Operasi Buku I. Jakarta:
Salemba Empat
Izwaan, Mohd Saiful, (2012), The Effectiveness of Integrating Kano Model And
Servqual Into Quality Function Deployment (QFD) for Developing Training
Courses Model, Journal of WEI Business and Economics Vol.1/1-December
2012, pp. 1-8.
Kinerja PDAM Wilayah II. BPPSPAM. Kementerian Pekerjaan Umum. 2012. hal.
107.
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65
Parasuraman, A., Zeithaml, V.A. and Berry, L.L., (1985), A Conceptual Model
of Service Quality and Its Implications for Future Research, Journal of
Marketing, Vol. 49(4), pp. 41-40.
Pawitra, Theresia A., dan Tan, Kay C., (2001), Integrating SERVQUAL and
Kanos Model into QFD for Service Excellent Development, Vol. 11, No.
6.2001, pp. 418-430.
Rika Fatimah, P. L., Abdul Aziz, Jermain, Khairul Anuar, M. A., dan Mohd.
Nasir, Saludin, (2007). Quality_Marriage Deployment in Determining
Priority Needs for Initiating Marriage Loyalty, Journal Quality and
Quantity, Vol. 43, No. 3, pp. 401-416.
Sekaran, Uma. 2006. Research Method for Business. Jakarta: Salemba Empat.
Selen, Willem J., dan Schepers, Jos, (2001), Design of quality service systems in
the public sector: use of quality function deployment in police services,
Total Quality Management Journal, Vol. 12, No. 5, pp.677- 687
Terninko, John. 1997. Step by Step QFD: Customer Driven Product Design.
USA: CRC Press.