GHAZALI, Dabith. PERBAIKAN KUALITAS PELAYANAN PADA LAYANAN PERAWATAN LIFT DAN ESKALATOR DENGAN METODE SERVQUAL-IPA-HOQ. Operations Excellence: Journal of Applied Industrial Engineering, Jakarta, Indonesia, v. 9, n. 3, p. 249–256, 2018. Disponível em: https://publikasi.mercubuana.ac.id/index.php/oe/article/view/3816. Acesso em: 29 jun. 2026.