Gaya APA

Sriastuti, H. (2004). The procedures of handling complants to increase customer's loyalty at Bank Jatim Malang . Malang, Jatim: UNMER.

Gaya MLA

Sriastuti, Heni. "The procedures of handling complants to increase customer's loyalty at Bank Jatim Malang". Malang, Jatim: UNMER, 2004. Text.