“SERVICE QUALITY, PERCEIVE VALUE, SATISFACTION, TRUST, DAN LOYALTY PADA PT. KERETA API INDONESIA MENURUT PENILAIAN PELANGGAN SURABAYA”, JMP, vol. 4, no. 1, pp. pp. 23–37, Dec. 2010, doi: 10.9744/pemasaran.4.1.pp. 23-37.