?url_ver=Z39.88-2004&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Adissertation&rft.au=PUTRI%2C+NURRIANA+NAWANG&rft.aulast=PUTRI&rft.aufirst=NURRIANA+NAWANG&rft.degree=S1&rft.date=1+January+2012&rft.title=EFEKTIFITAS+PENANGANAN+KELUHAN+CUSTOMER+PADA+PT.BAYU+BUANA%2C+TBK&rft.inst=Universitas+Mercu+Buana+Jakarta&rft.tpages=94