Harimurti, R., and T. Suryani. “THE IMPACT OF TOTAL QUALITY MANAGEMENT ON SERVICE QUALITY, CUSTOMER ENGAGEMENT, AND CUSTOMER LOYALTY IN BANKING”. Jurnal Manajemen Dan Kewirausahaan, vol. 21, no. 2, Oct. 2019, pp. 95-103, doi:10.9744/jmk.21.2.95-103.