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	1.	Delivering satisfaction and service quality : a customer-based approach for libraries / Peter Hernon and John R. Whitman by Hernon, Peter Whitman, John R Publication details: Chicago : American Library Association, 2001 Availability: Items available for loan: PERPUSTAKAAN DR ABDUL LATIFF (1)Call number: Z711.H455 2001 9. Place hold
	2.	Delivering statisfaction and service quality : a customer-based approach for libraries / Peter Hernon, John R. Whitman by Hernon, Peter Whitman, John R Publication details: New Delhi : Indiana, 2009 Availability: Items available for loan: PERPUSTAKAAN DR ABDUL LATIFF (1)Call number: Z711.H557d 2009 9. Place hold

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