Sari, Deviana Astika, et al. “The Effect of Complaint Handling on Customer Loyalty Mediated by Customer Satisfaction: Exploring the Role of Customer Characteristics As a Moderating Variable”. Almana : Jurnal Manajemen Dan Bisnis, vol. 10, no. 1, Apr. 2026, pp. 147-60, doi:10.36555/almana.v10i1.3019.