Kualitas Layanan (Service Quality - SERVQUAL)

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Item-item pertanyaan pada kuesioner untuk penelitian tentang kualitas layanan (service quality - SERVQUAL)

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Kualitas Layanan (Service Quality - SERVQUAL)

  1. 1. Servqual: A Multiple-Item Scale For Measuring Consumer Perc Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. Journal of Retailing; Spring 1988; 64, 1; ABI/INFORM Global pg. 12 Reproduced with permission of the copyright owner. Further reproduction prohibited without permission.
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