1. Barata, Atep Adya. (2004). The Basics of Excellent Service, Preparation to Build a Culture of Excellent Service to Increase Customer Satisfaction and Loyalty, PT. Elex Media Komputindo, Jakarta.
2. Moenir HAS (1997). Public Service Management. Bumi Aksara, Jakarta.
3. Sinambela, Poltak Lijan et al. (2010). Public Service Reform. PT Bumi Aksara. Jakarta.
4. Soekanto Soejono. (1995). Assessment of Public Service Organizations. Jakarta.
5. The Republic of Indonesia, Law No. 25 of 2004 concerning Public Services.