Soares, Mauri Cesar, Olívio Novaski, and Rosley Anholon. “SERVQUAL Model Applied to Higher Education Public Administrative Services”. Brazilian Journal of Operations & Production Management 14, no. 3 (September 6, 2017): 338–349. Accessed April 30, 2025. https://www.bjopm.org.br/bjopm/article/view/329.