UTOMO, A. P.; SILITONGA, R. Y.; AGUNG, A. G. Analysis of Service Quality Gaps and Strategic Improvement Priorities: A Comparative Study of Customer Satisfaction at Minimarkets using SERVQUAL and Importance Performance Analysis. Journal of Organizational and Human Resource Development Strategies, [S. l.], v. 3, n. 01, p. 1–17, 2026. DOI: 10.56741/IISTR.ohds.001906. Disponível em: https://journal.iistr.org/index.php/OHDS/article/view/1906. Acesso em: 4 nov. 2026.