Halimmah, Zarica. “Peningkatan Kualitas Pelatihan Dengan Metode Servqual Dan Quality Function Deployment: Studi Kasus Di Perusahaan Reasuransi”. Operations Excellence: Journal of Applied Industrial Engineering, vol. 13, no. 3, Nov. 2021, pp. 276-87, doi:10.22441/oe.2021.v13.i2.025.