E. N. Fadila, R. Anggapratama, and D. Irnawati, “Customer Relationship Management (CRM) Strategies and Service Quality in Building Customer Loyalty: A Case Study of the Grab Application in Bojonegoro, East Java, Indonesia”, J. Man. Stu. Dev., vol. 5, no. 01, pp. 121–134, Feb. 2026.