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Gaya APA

Rangkuti, F. (2002). Measuring Customer Satisfaction: Teknik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan Plus Analisis Kasus PLN-JP . Jakarta: Gramedia Pustaka Utama.

Gaya MLA

Rangkuti, Freddy. "Measuring Customer Satisfaction: Teknik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan Plus Analisis Kasus PLN-JP". Jakarta: Gramedia Pustaka Utama, 2002. Text.