Pratiwi, Dwi Dini. “Integrating Servqual-Kano-QFD for Social Insurance Service Quality Improvement in Surabaya”. Jurnal Manajemen Teori dan Terapan| Journal of Theoretical and Applied Management 14, no. 1 (April 26, 2021): 50–68. Accessed June 7, 2025. https://e-journal.unair.ac.id/JMTT/article/view/22677.