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SOPHIANA, WINNIE KARTIKASARI (2013) PENGARUH PRAKTIK MANAJEMEN MUTU TERPADU TERHADAP KUALITAS LAYANAN, KEPUASAN PELANGGAN DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN PT.SEMEN INDONESIA (PERSERO) Tbk. Undergraduate thesis, STIE PERBANAS SURABAYA.