@thesis{thesis,
		author={Susanto  Edi },
		title ={Studi Deskriptif : Consumer Complaint Behavior dan Complaint Management Melalui Rubrik Surat Pembaca Metropolis Watch Koran Jawa Pos Bulan December 2004, Januari 2005 dan February 2005},
		year={2005},
		url={http://repository.ubaya.ac.id/8581/},
		abstract={}
		}