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BIBLIOGRAFI

 

1

 

Andaleeb,S. (1998), Determinants of customers satisfaction with hospitals: a managerial model, International Journal of Health Care Quality Assurance, Vol. 11 No.6, p.p 181-187.

 

2

 

Berkley,B.J. dan Gupta,A.(1995), Identifying the information requirements to deliver quality service, International Journal of Service Industry Management, Vol.6 No.5,p.p 16-35.

 

3

 

Davis,M.M dan Vollman, T.E. (1990), A framework for relating waiting time and customer satisfaction in a service operation, The Journal of Service Marketing, Vol.4 No.1, Winter, p.p 61-69.

 

4

 

Improving the Patient Record. Institute of Medicine,2002.

 

5

 

Katz,K.L.,Larson,B.M. dan Larson,R.C.(1991), Presription for waiting-in-line blues: entertain, enlighten and engage, Sloan Management Review, Winter,p.p 44-53.

 

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Knowles,J.C.,C.Leighton,W. Stinson.(1997). Measuring Results of Health Sector Reform for System Performance: a handbook of indicators. Special Initiatives Report. No.1, Partnership for Health Reform, Abt. Bethesda. 

 

7

 

Kajian Masalah Pengesanan Rekod Perubatan dan Masalah Keperluan Ruang Pejabat Di Unit Radiologi, Hospital Universiti. Unit Pemodenan Tadbiran dan Perancangan Sumber Manusia, Jabatan Perdana Menteri, 1985.

 

8

 

Kajian Pengurusan Hospitak Besar Kuala Lumpur. Unit Pemodenan Tadbiran Malaysia, Jabatan Perdana Menteri, 1989.

 

9

 

Laman Web Kementerian Kesihatan Malaysia di http://www.moh.gov.my/medical/WebCopy2/CawPPP.htm

 

10

 

McGee,J. dan Prusak,L.(1993), Managing Information Strategically, John Wiley & Sons, New York,NY. 

 

11

 

 

Winder, Richard E. and Judd, Daniel K., 1996, ORGANIZATIONAL ORIENTEERING:  Linking Deming, Covey, and Senge in an Integrated Five Dimension Quality Model, In ASQC Seventh National Quality Management Conference Transactions. American Society for Quality.

 

Dibina pada 09/24/2004 dan dikemaskini pada 09/24/2004 oleh Pengendali@2004