CHEN, S.-H.; SHUN, Y.-L. Integrating Importance-Satisfaction Model and Performance Evaluation Matrix to improve service quality. International Journal of Financial, Accounting, and Management, [S. l.], v. 5, n. 3, p. 373–386, 2023. DOI: 10.35912/ijfam.v5i3.1641. Disponível em: https://goodwoodpub.com/index.php/ijfam/article/view/1641. Acesso em: 2 aug. 2025.