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  1. 1
    SEEKING customers edited with an introduction by Benson P.Shapiro and John J.Sviokla.
    Published Boston: Harvard Business School Press, 1993.
  2. 2
    Mengukur kualiti perkhidmatan perbandaran menggunakan skala servqual satu kajian di Majlis Perbandaran Shah Alam (MPSA), Shah Alam, Selangor Lim An Tong
    by LIM An Tong
    Published Bangi Universiti Kebangsaan Malaysia 1998