Gaya APA

tjiptono, F., Chandra, G. (2011). Service, Quality & Satisfaction (3). Yogyakarta: Penerbit Andi.

Gaya MLA

tjiptono, Fandy., Chandra, Gregorius. "Service, Quality & Satisfaction". 3 Yogyakarta: Penerbit Andi, 2011. Text.