PRATIWI, D. D. Integrating Servqual-Kano-QFD for Social Insurance Service Quality Improvement in Surabaya. Jurnal Manajemen Teori dan Terapan| Journal of Theoretical and Applied Management, [S. l.], v. 14, n. 1, p. 50–68, 2021. DOI: 10.20473/jmtt.v14i1.22677. Disponível em: https://e-journal.unair.ac.id/JMTT/article/view/22677. Acesso em: 8 jun. 2025.