HARIYANTO, DEDY. “PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN HOTEL JW MARRIOTT SURABAYA”. Jurnal Ilmu Manajemen (JIM), vol. 2, no. 4, July 2015, https://ejournal.unesa.ac.id/index.php/jim/article/view/12396.