AGUS, Arawati. An Empirical Test of TQM in Public Service Sector and Its Impact on Customer Satisfaction. Journal of Quality Measurement and Analysis, [S. l.], v. 1, n. 1, p. 47–60, 2005. Disponível em: https://jqma.ukm.my/index.php/jqma/article/view/3. Acesso em: 6 dec. 2025.