Novalia, Nelly Astuti, dan Fery Panjaitan. 2018. “ANALISIS PENGARUH TOTAL QUALITY MANAGEMENT (TQM) TERHADAP KEPUASAN PELANGGAN (Studi Kasus Di Hotel Grand Mutiara Pangkalpinang)”. Jurnal Progresif Manajemen Bisnis 5 (2):253-65. https://e-jurnal.stie-ibek.ac.id/index.php/JIPMB/article/view/238.