MUTHONI, Winnie wangui; OTIENO, Moses. Effects of Service Quality Gaps on Customer Satisfaction of Commercial Bank Mombasa, Kenya. International Journal of Sciences: Basic and Applied Research (IJSBAR), Jordan, v. 15, n. 2, p. 272–288, 2014. Disponível em: https://www.gssrr.org/JournalOfBasicAndApplied/article/view/3012. Acesso em: 6 oct. 2025.