Gaya APA

Tjiptono, F., Chandra, G. (2011). Service, quality, and statisfaction (cet. 2). Yogyakarta: Andi.

Gaya MLA

Tjiptono, Fandy., Chandra, Gregorius. "Service, quality, and statisfaction". cet. 2 Yogyakarta: Andi, 2011. Text.