Gunawan, Margaretha Angela (2021) Analisis pengaruh pre-flight service quality, inflight service quality, dan post flight service quality terhadap passenger loyalty melalui passenger satisfaction pada pelanggan maskapai Garuda Indonesia di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.

Gunawan, Margaretha Angela (2019) Analisis pengaruh faktor website design, reliability, responsiveness, trust, personalization terhadap repurchase intention melalui overall service quality dan customer satisfaction pada pengguna grab di Surabaya. Bachelor thesis, Universtitas Pelita Harapan.