Sitorus, M. (2014). PENGARUH RELIABILITY, RESPONSIVENESS, ASSURANCE, EMPATHY DAN TANGIBLES TERHADAP KUALITAS PELAYANAN PUBLIK (STUDI KASUS KANTOR PELAYANAN TERPADU KOTA DUMAI). Jurnal Borneo Administrator, 5(1). https://doi.org/10.24258/jba.v5i1.40