Melani, author
Peran kualitas jasa dalam membangun loyalitas pelanggan = Role of Service Quality to Build Customer Loyality
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2008
 UI - Tesis (Open)
Cartwright, Roger
In charge of customer satisfaction/Roger Cartwright, George Green
Oxford Blackwell 1997,
 Buku Teks
J. Supranto, author
Pengukuran tingkat kepuasan pelanggan untuk menaikkan pangsa pasar
Rineka Cipta, 2006
 Buku Teks
Alia Latifah Hanum, author
Pengaruh kualitas pelayanan, kepuasan pelanggan, trust, switching cost, dan persepsi harga terhadap loyalitas pelanggan layanan televisi berbayar = The effect of service quality, customer satisfaction, trust, switching cost, and price perception on customer loyalty in pay tv services
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2018
 UI - Tesis (Membership)
Angga Arianto Pribadi, author
Pengaruh kualitas layanan mobile value added service terhadap kepuasan dan loyalitas pelanggan operator selular GSM
Fakultas Teknik Universitas Indonesia, 2010
 UI - Tesis (Open)
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