MUKTIYONO, Muktiyono. RANCANGAN KUALITAS PELAYANAN UNIT BPPT ENJINIRING DENGAN INTEGRASI SERVQUAL, IPA DAN KANO MODEL DALAM MODEL QFD. Operations Excellence: Journal of Applied Industrial Engineering, Jakarta, Indonesia, v. 7, n. 1, 2016. Disponível em: https://training-ojs3-publikasi.mercubuana.ac.id/index.php/oe/article/view/526. Acesso em: 29 may. 2026.