Balinado, Justine Roy; Prasetyo, Yogi Tri; Young, … - In: Journal of open innovation : technology, market, and … 7 (2021) 2, pp. 1-12
, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation … modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant …