Rangkuti, Freddy, author
Measuring customer satisfaction
Gramedia, 2002
 Buku Teks
Gerson, Richard F., author
Mengukur Kepuasan Pelanggan=measuring customer satisfaction
PPM, 2002
 Buku Teks
Sofjan Assauri, author
Customer service yang baik landasan pencapaian customer satisfaction
2003
 Artikel Jurnal
Kalalo, Nicholas Patra , author
Customer satisfaction analysis using customer information satisfaction (CIS) method : A case study of panorama tours website = Customer satisfaction analysis using customer information satisfaction (CIS) method : a case study of panorama tours website
Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2010
 UI - Tesis (Open)
Cartwright, Roger
In charge of customer satisfaction/Roger Cartwright, George Green
Oxford Blackwell 1997,
 Buku Teks
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