THE PERCEPTION OF EMPLOYEES AND EXTERNAL CUSTOMERS ON THE TOTAL SERVICE QUALITY IN HEALTHCARE INSTITUTIONS AS MEASURED BY THE 5Q MODEL. International Journal of Accounting Research, [S. l.], v. 2, n. 11, p. 1–37, 2016. Disponível em: https://j.arabianjbmr.com/index.php/ijar/article/view/93. Acesso em: 17 jun. 2026.