SEMBIRING, H. N. Mengukur Kepuasan Pelanggan Hotel Bintang 4 dan 5 DKI Jakarta Melalui Pelayanan Petugas, Prasarana Fisik dan Proses. Jurnal Manajemen Maranatha, [S. l.], v. 8, n. 2, p. pp. 78–99, 2010. DOI: 10.28932/jmm.v8i2.193. Disponível em: https://journal.maranatha.edu/index.php/jmm/article/view/193. Acesso em: 19 mei. 2024.