Rangkuti, Freddy
Measuring customer satisfaction
Gramedia, 2002
Buku Teks
Zeithaml, Valarie A.
Delivering quality service : balancing customer perceptions and expectations
Free Press, 1990.
Buku Teks
Gerson, Richard F.
Mengukur Kepuasan Pelanggan=measuring customer satisfaction
PPM, 2002
Buku Teks
Measuring caring : international research on caritas as healing
John Nelson, Jean Watson
Springer, 2012
Buku Teks SO
Measuring caring : international research on caritas as healing
John Nelson, Jean Watson
Springer, 2012
Buku Teks SO