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

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
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