Buku ini terbagi menjadi 6 bab yang membahas
1. Konsep Service Quality.
2. Service Quality Management.
3. Model Pengukuran Service Quality.
4. Model Pengukuran E-Service Quality (E-S QUAL)
5. Model Kano 6. Model WEBQUAL 4.0.
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Service Quality & E-Service Quality in The Digital Edge – Edisi Indonesia
