LAPIN, Anatoliy; KHAYROV, Damir. "SERVQUAL" methodology to assess the quality of public and municipal services. Gosudarstvennaya Sluzhba, [S. l.], v. 14, n. 3, p. 30–35, 2012. Disponível em: https://gosudarstvennaya-sluzhba.owebs.ru/article/view/21531. Acesso em: 9 nov. 2026.