gan mohon bantuannya yah buat TA temen anS E N S O R :D 1. Title : Integrating SERVQUAL and Kano’s model into QFD for service excellence development Author : Kay C. Tan , Theresia A. Prawitra Managing Service Quality, Vol. 11 Iss: 6, pp.418 - 430 http://www.emeraldinsight.com/journals.htm?artic...
