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PRIHATIN, ACHMAD FIRDAUS (2003) Analisis Kualitas pelayanan di PT. Bank Bukopin- Studi Kasus Pada Kantor Bank Bukopin Cabang Cilegon (The Analytical of Service Quality In PT. Bank Bukopin - Case Study In Bukopin Cilegon Branch Office). S2 thesis, Universitas Mercu Buana.