Innovativeunited kingdom appoaches to measuring service quality
 Artikel Jurnal
Hardy, William C.
VoIP service quality : measuring and evaluating packet-switched voice
McGraw-HIll , 2003
 Buku Teks
Beyond measuring service quality:learning from the voices of the customers,the staff,the processes,and the organization
 Artikel Jurnal
Giwangkara Abadi
Pengukuran kualitas pelayanan pelanggan listrik prabayar dengan menggunakan metode servqual = Measuring customer service quality of prepaid electricity using servqual methods
Fakultas Teknik Universitas Indonesia, 2009
 UI - Skripsi (Open)
Poll, Roswitha
Measuring quality: performance measurement in libraries
K.G. Saur, 2007
 Buku Teks