SEPULA , M. B. Predicting Customer Satisfaction Using a Two-level Service Expectation Framework: Empirical Evidence from Star Rated Hotels in Malawi . African Journal of Education,Science and Technology (AJEST), [S. l.], v. 5, n. 3, p. Pg 90–105, 2019. Disponível em: https://ajest.org/index.php/ajest/article/view/111. Acesso em: 17 may. 2026.