ABU, N. H.; OTHMAN, A. A.; ABIDIN, R.; MANSOR, M. F. Keberkesanan Organisasi dalam Penyampaian Perkhidmatan: Penilaian Berdasarkan Paradigma Servqual dan Model Kano. Journal of Business Management and Accounting, [S. l.], v. 5, p. 123–139, 2015. DOI: 10.32890/jbma2015.5.0.8865. Disponível em: https://e-journal.uum.edu.my/index.php/jbma/article/view/8865. Acesso em: 31 may. 2024.