SAADON, M. S. I.; MUSTAFA, Z.; MOHAMED NOR, D. A. QUALITY MANAGEMENT PROGRAM DEVELOPMENT USING SERVQUAL AND KANO MODEL. Journal of Human Capital Development (JHCD), [S. l.], v. 6, n. 1, p. 1–14, 2013. Disponível em: https://jhcd.utem.edu.my/jhcd/article/view/2162. Acesso em: 8 sep. 2024.