Arila Suriosasti, author
Analisis pengaruh pengalaman komunitas online terhadap sikap pada produk, perusahaan dan kualitas pelayanan yang dipersepsikan = The impact of online community experience on attitude towards product, attitude towards company and perceived service quality
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2012
 UI - Skripsi Open
Elza Surya Athory, author
Path analysis & importance - performance analysis untuk meningkatkan loyalitas pelanggan online ticketing industri showbiz di Indonesia = Path analysis & importance - performance analysis for improving loyalty of online ticketing customer in Indonesian showbiz industry/ Elza Surya Athory
2014
 UI - Skripsi (Membership)
Lerissa Yessy Soejanto, author
Aplikasi QFD pada peningkatan kualitas layanan di PT. Indosat Tbk. : studi kasus produk StarOne = Applictaion of QFD to increasing service quality in PT. Indosat Tbk. : case study StarOne
Fakultas Teknik Universitas Indonesia, 2006
 UI - Tesis (Membership)
Puspogati Mauliani, author
Kualitas pelayanan balai kasih sayang pamardisiwi
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2005
 UI - Tesis (Membership)
Zeithaml, Valarie A., author
Delivering quality service : balancing customer perceptions and expectations
Free Press, 1990.
 Buku Teks
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