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This study aims to examine the effects of price discount and delivery service on purchase decision and their subsequent impact on customer satisfaction and customer loyalty within an urban franchise retail context. A quantitative approach was employed using a survey of 220 consumers of Indomaret Anggrek Rosliana Raya, West Jakarta. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings indicate that price discount has a significant but relatively weak effect on purchase decision, while delivery service demonstrates a stronger influence, highlighting the increasing importance of service convenience in urban retail environments. Furthermore, purchase decision has a substantial effect on customer satisfaction, which in turn strongly influences customer loyalty. The study also confirms a sequential mediation mechanism, where marketing stimuli influence customer loyalty indirectly through purchase decision and customer satisfaction. Unlike previous customer loyalty studies that predominantly examine the direct effects of marketing stimuli on satisfaction or loyalty, this study develops a sequential framework in which purchase decision functions as a cognitive mediator preceding customer satisfaction as an affective mediator. This model extends existing customer loyalty frameworks by demonstrating that loyalty emerges through a two-stage evaluation process rather than through isolated direct relationships.

This study aims to obtain the results of the analysis of the influence of restaurant image on behavioural intention, with the mediating role of experience value and customer satisfaction on restaurant customers in Ternate City. A total of 127 restaurant customers were used as samples in this study. A purposive sampling approach was used. The analysis method used to test the hypothesis in this study was SEM-PLS. The study showed that restaurant image had no significant effect on behavioural intention. Further studies also showed that restaurant image positively and significantly affected experience value and customer satisfaction, and positively and significantly impacted behavioural intention. The variables experience value and customer satisfaction can mediate the influence of restaurant image on behavioural intention.

This study aims to analyze the effect of servicescape on revisit intention at fine dining restaurants in Malang City, by reviewing the mediating role of customer satisfaction and restaurant reputation. The restaurant industry, especially fine dining, faces major challenges due to tight competition triggered by the increasing number of restaurants in Indonesia. This phenomenon requires restaurants to offer more than just food and drinks, namely an exclusive dining experience, involving servicescape elements such as ambiance, functionality, and signs that affect customer satisfaction and restaurant reputation. This study found that servicescape has a positive and significant effect on revisit intention (?=0.379; p<0.001), customer satisfaction (?=0.156; p<0.001), and restaurant reputation (?=0.745; p<0.001). Elements such as interior design, lighting, aroma, cleanliness, and service create a memorable experience for customers, strengthen the restaurant's reputation, and increase customer loyalty. In addition, mediation by customer satisfaction and restaurant reputation showed significant results (p<0.001 and p=0.020), strengthening the relationship between servicescape and revisit intention. These results confirm that a good restaurant reputation not only increases consumer trust but also strengthens their perception of the quality of the experience offered. In the context of fine dining, servicescape is key to creating a high-end experience that meets customer expectations, thereby increasing return intentions and building loyalty. This study provides important insights for fine dining restaurant managers on how servicescape elements and restaurant reputation can be optimized to create a competitive advantage amidst increasingly fierce industry competition.

The retail segment has the largest contribution to the total net sales value of Kimia Farma Group, which is run by the company's subsidiary, PT Kimia Farma Apotek (KFA). Kimia Farma's retail segment is experiencing a relatively non-ideal revenue trend from 2017 to 2022. The main challenges faced are the purchasing power of the community, the increasingly fierce level of competition, and risks related to customer loyalty. Based on this background, this study aims to examine the effect of Kimia Farma's image and product attributes on customer loyalty, both directly and indirectly through customer satisfaction. The research was conducted with a quantitative approach at the Kimia Farma Pharmacy in Bandung, with the unit of observation being Kimia Farma pharmacy customers in Bandung City. The sample was 235 respondents, who were taken using the Multistage Random Sampling technique. Structural Equation Modeling was used to conduct causality analysis. The results revealed that: Kimia Farma's image and product attributes play a role in shaping customer satisfaction, but have no direct impact in creating customer loyalty; customer satisfaction plays a role in creating customer loyalty; customer satisfaction mediates the effect of Kimia Farma's image and product attributes on customer loyalty; product attributes have a greater role than Kimia Farma’s image in encouraging customer satisfaction which will create customer loyalty. This research provides managerial benefits for increasing customer loyalty at Kimia Farma Pharmacy in Bandung City, by increasing customer satisfaction, which is supported by the development of product attributes and the image of Kimia Farma.

The objective of this study is to examine the impact of corporate social responsibility (CSR) performance on brand image and customer satisfaction. Moreover, the analysis was performed to examine the impact of brand image and customer satisfaction on customer engagement. This study examines the impact of customer interaction on customer loyalty. This study employs quantitative analysis techniques to empirically examine the formulated hypothesis. The research sample consists of consumers from the cement business in Cirebon, West Java, Indonesia. The study employed a sampling technique that utilized random sampling to gather a sample of 180 respondents, who served as a representative of the study population. The data was acquired by distributing questionnaires and analyzed using the structural equation modeling technique with the assistance of AMOS software. The analytical results demonstrate empirical support for all hypotheses proposed in this study. This study demonstrates that the performance of corporate social responsibility (CSR) has a beneficial impact on the identity of a brand and the happiness of customers. In order to enhance brand recognition and improve consumer happiness, it is important to achieve superior corporate social responsibility (CSR) performance. Moreover, the recognition of a brand and the contentment of customers have a favorable impact on the involvement of customers, and the involvement of customers has a favorable impact on their loyalty. This study offers suggestions to organizations, including those in the cement industry, on how to enhance their corporate social responsibility (CSR) efforts to improve brand recognition and consumer contentment. Effective CSR performance may be attained by addressing five key aspects: social responsibility, environmental stewardship, cultural preservation, human resources management, and socio-economic development. Moreover, it is essential to enhance brand recognition and consumer contentment in order to maximize customer involvement and allegiance.

This study aims to investigate the effect of e-service quality, e-trust, and e-loyalty on Shopee application users Gen Z in Malang. This observation demographic consists of Shopee application users in Malang City, which is included in the Z generation. This research is included in the category of explanatory research using a quantitative approach. Primary data is obtained from the facts collected by sending questionnaires to 150 respondents who have used the Shopee application, as well as using the Gform application to distribute data. Data analysis using partial least squares (SEM-PLS) 3.3 software to test the validity, reliability, path analysis, and testing of mediation variables. The findings of this study indicate that e-service quality has a positive effect and directly affects e-loyalty. The direct effect of e-service quality on e-trust also has a positive and significant influence. The findings of this study also show that e-trust can mediate the influence of e-service quality on e-loyalty. Conclusion In the results of this study, it is expected that the Shopee e-commerce application will continue to be able to improve the quality of goods and services to the maximum, which is useful for attracting customers to be loyal. Increasing e-service quality provided by service providers, especially e-commerce, will affect customer loyalty and encourage repeated use of applications.

This study aims to examine the effect of brand experience and service quality on customer loyalty mediated by customer satisfaction at BCA.  This study uses explanatory research with a quantitative approach. The population in this study were all customers who transacted at BCA Branch Gresik. The study employed the purposive sampling technique. The sample in the study was 160 BCA customer respondents. Data was collected through surveys, documentation, and the use of Likert scales to test instruments. The data was analyzed using Structural Equation Model Partial Least Squares (SEM-PLS) modeling. The results showed that brand experience has no significant effect on customer satisfaction. Service quality has a positive and significant effect on customer satisfaction. In addition, customer satisfaction also has a positive and significant effect on customer loyalty. Customer satisfaction can mediate the relationship between brand experience and service quality on customer loyalty. The findings of this study suggest that BCA Gresik should provide a good experience for customers and improve service quality during customer transactions at the Bank. By increasing these two things, customers will feel satisfied which creates loyal customers.

The primary objective of this study is to investigate the impact of corporate image, relationship marketing, and customer satisfaction on customer loyalty. The present study employs a quantitative methodology to provide an explanatory analysis. The study sample comprised customers residing in the city of Malang who patronize the small and medium enterprises (SMEs) known as Rampis Bang Raden. The research utilized the purposive sampling method. The study's sample size consisted of 170 participants. The data gathering methods employed in this study encompassed surveys, documentation, and the utilization of Likert scales to assess the instrument. The data underwent analysis through the utilization of the structural equation model partial least squares (SEM-PLS) modeling technique. The results of this study suggest that there is a considerable relationship between corporate image and relationship marketing, and their impact on consumer loyalty. Furthermore, the influence of corporate image and relationship marketing on customer satisfaction is also substantial. Enhancing customer happiness can lead to an increase in customer loyalty. The mediating role of customer happiness can be observed in the association between corporate image, relationship marketing, and customer loyalty. The results of this study indicate that small and medium-sized enterprises (SMEs), such as Rampis Bang Raden, are able to uphold both product distinctiveness and quality, while simultaneously enhancing amicable buyer interactions in order to sustain consumer loyalty.

Gojek has become a widely-known online transportation service in Indonesia, including East Bekasi, a major city that encompasses one of the biggest population numbers, right behind Jakarta. This results in the occurrences of traffic jams and, consecutively, the public’s need for comfortable, fast, and safe transportation. The purpose of this research is to identify, prove and analyze the loyalty of East Bekasi Gojek customers. In this paper, the researched variables include a brand image, promotion, service quality, customer satisfaction and customer loyalty. This research uses a quantitative method, namely the purposive sampling method, using samples from 96 respondents. The data used are gathered from the questionnaire spread, and data analysis is done using SmartPLS 3.0. The result of this research finds that for the direct influence of brand image, promotion, and service quality on customer loyalty, all variables show positive and significant effects, with brand awareness showing an influence degree of 0,350, promotion with 0,364, and service quality with 0,289. As for the indirect influence of brand image, promotion, and service quality towards customer loyalty, brand awareness shows positive and significant effects on the degree of 0,319 while on the other hand, promotion, and service quality show positive yet insignificant effects with promotion being on the degree of 0,222 and service quality on 0,179. As for the indirect influence, the influence towards loyalty through customer satisfaction shows positive and significant effects with brand image on the degree of 0,098, promotion on 0,102, and service quality on 0,081. Meanwhile, the direct joint contribution of brand image, promotion, and service quality for customer satisfaction shows a degree of 81,70%, and indirectly it shows a degree of 82,40%, while the rest of the figure is caused by other factors not included within the model of this research.

This study aims to determine the effect of service quality and perceived value on customer loyalty as mediated by restaurant customer satisfaction in Tuban Regency. The population in this study was customers who have visited and enjoyed restaurants in Tuban Regency. The total samples in this study were 165 respondents using purposive sampling. The analysis method used is Partial Least Squares (PLS). The Result showed that service quality and perceived value positively and significantly impact customer loyalty. Then, service quality and perceived value significantly impact customer satisfaction. The finding of this study also revealed that Customer satisfaction has a positive and significant effect on customer loyalty. Customer satisfaction partially mediates the effects of service quality and perceived value on customer loyalty. Therefore, the restaurant needs to maintain and improve service quality and perceived value, which in turn will increase customer loyalty.

This study examines the relationship between the green experience, loyalty, perceived value, and satisfaction among Gen Z consumers at Retrorika Coffee Bar & Resto Batu in Indonesia. The population in this study is consumer Gen Z of Retrorika Coffee Bar & Resto Batu. This research is explanatory research with a quantitative approach which collects data by distributing questionnaires to 140 respondents. Data analysis used a partial least square (SEM-PLS). The results showed that the green experience has an indirect effect on loyalty. Perceived value had a significant effect on loyalty. The result of this study also shows that perceived value fully mediates the effect of the green experience on loyalty, and satisfaction has no mediation effect. The results suggest that green cafés and restaurants can enhance their distinctive green experience, and continuously innovate in offering and educating customers about green products. By improving their concept, these establishments can effectively cultivate customer loyalty.

This study aims to analyse seller loyalty through community marketing and seller satisfaction. This study employs a method with a sample of 135 sellers from the Shopee Campus community in Bekasi. Research data were obtained through questionnaires distributed to the sample and analysed using SmartPLS 0.3. The results showed that community marketing significantly positively affected seller loyalty. Thus, community marketing has a significant positive effect on seller satisfaction. Moreover, seller satisfaction has a significant positive effect on seller loyalty. In contrast, community marketing through seller satisfaction positively affects seller loyalty.

This study examines the effect of the e-shopping experience towards e-loyalty mediated by e-trust and e-satisfaction on e-commerce fashion in Surabaya city. This research is explanatory research with a quantitative approach which collects data by distributing questionnaires to 150 respondents. The data were analyzed using structural equation modeling partial least squares (SEM-PLS). The results of this study indicate that the e-shopping experience has a significant effect on e-loyalty. The study also found that the e-shopping experience significantly impacts e-trust and e-satisfaction. E-trust has no significant effect on e-loyalty, while e-satisfaction affects e-loyalty. E-trust can not mediate the relationship between the e-shopping experience and e-loyalty. Meanwhile, e-Satisfaction can mediate the relationship between the e-shopping experience and e-loyalty. From this research, it is suggested that e-commerce fashion companies can provide a good shopping experience to encourage satisfaction and impact customer loyalty.

Indonesia has a lot of sectors that function to drive economic activity. One of the existing sectors is the banking industry. A bank has the primary aim of gaining loyalty from its customers. Besides improving service quality, maintaining the corporate image and increasing customer satisfaction also affect customer loyalty. The purpose of this study is to determine the influence of service quality, corporate image, and customer satisfaction on customer loyalty. The research method is survey research, which uses a questionnaire as a research instrument. This study's population is customers with a bank account in Indonesia, with a total of 200 respondents. The result shows that the variable of service quality, and corporate image, has a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on customer loyalty. In contrast, service quality and the corporate image does not have a positive and significant effect on customer loyalty.

The food and beverage industry is one of the industries driving the economy in Indonesia, which will always grow and stay alive. This research will look at aspects influencing consumer behavior regarding dining places. This research uses experience quality as an independent variable that affects customer loyalty, with emotion and perceived authenticity as mediating variables. This research is categorized as explanatory research. Respondents in this research were consumers who had visited Ethnic Restaurants in Malang City, and the determination of the number of samples in this research used a purposive sampling technique with a total sample of 200 respondents. The data collection method used a questionnaire and the data were analyzed by PLS-SEM. The findings of this research indicate that experience quality and emotion have a significant effect on customer loyalty. Emotion also plays a role in mediating the relationship between experience quality and customer loyalty. Meanwhile, perceived authenticity has no significant effect on customer loyalty and cannot mediate the relationship between experience quality and customer loyalty.

The purpose of this study is to explain and analyze the effect of the e-servicescape dimension on perceived value and loyalty to e-commerce sites in Indonesia. The sampling technique used a non-probability sampling technique with a sample of 195 respondents who had shopped at e-commerce more than three times. Data collection is done by spreading the distribution through WhatsApp, Instagram, and Facebook. The research variables consist of aesthetic appeal, layout & functionality, and financial security as independent variables, perceived value as a mediator, and attitude and behavior loyalty variables as dependent variables. The study used AMOS 24 to analyze the data. The results of the study show that the three independent variables are only layout & functionality that have a positive and significant effect on consumers' perceived value perceptions, while the variables of aesthetic appeal and financial security harm perceived value. Furthermore, the perceived value variable has a positive and significant effect on attitude and behavior loyalty as well as attitude loyalty has a significant positive effect on behavioral loyalty. The implication of this research is to add literature and insight for e-commerce players in Indonesia to increase the aesthetic appeal of online stores and financial security so that consumers are loyal in attitude and behavior and that practices that can harm consumers and negatively impact e-commerce players do not occur. Research needs to do further research on the same object but with different results or different objects, such as electronic products or e-commerce bills.

This study focuses on the quality of electronic services and consumer confidence in increasing customer loyalty through consumer satisfaction. This study aims to determine and analyze the effect of e-service quality and customer experience of trust on customer loyalty both directly or indirectly through e-satisfaction mediation. The population in this study were all new students of State University in East Java in the 2019/2020 school year who were included in the category of generation Z. Sample in this study was included in the category of Purposive Sampling, where the selection of respondents was based on following criteria: 1) Have Tokopedia application installed on smartphones 2) Have shopped through Tokopedia application three times. Sample in the number of 100 people calculated by the Slovin formula. The analysis method used is descriptive analysis and Partial Least Square (PLS) using the smartPLS software application. results of this study indicate that e-service quality has a significant effect on e-satisfaction, and the mediation test shows that e-satisfaction plays a partial mediation role in the effect of E-service quality on customer loyalty. Meanwhile, E-trust has a significant effect on e-satisfaction; mediation testing shows that e-satisfaction plays a partial mediation role in the effect of E-trust on customer loyalty.

This study examines the effect of experience quality on loyalty to digital wallet users. The financial sector plays a role as a driving force for growth in the real sector, which can be done through capital accumulation and technological innovation. The novelty in this research is the addition of brand image and satisfaction variables as a mediation that has not been studied before. There are still inconsistencies in the results of previous studies regarding the direct effect of experience quality on loyalty. This study uses explanatory research with a quantitative approach. The sample size is 120 respondents to digital wallet users in Malang City. The purposive sampling method is the sampling technique in this study. The data were analyzed using structural equation modeling partial least square (SEM-PLS). The results of this study indicate that experience quality can directly improve brand image and satisfaction. Interestingly, this study found that experience quality directly did not have a significant effect on loyalty. The need to pay attention to service is the main key to customer satisfaction and brand image so that they can be loyal to digital wallet products.

This paper aims to examine more deeply the role of the customer forgiveness and service recovery variables on the relationship between service failure and loyalty. This research uses a go-car service on a gojek as the object of research. Go-car service was chosen because it is one of the services in Go-jek that has received a lot of criticism from its users. The respondents in this research were Go-Car service users who had experienced service failures when using the service. The determination of the number of samples in this research used a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM.

Health as a basic necessity of life, the ownership of health insurance is very important and very influential in ensuring a safe and secure life. The National Health Insurance as part of the National Social Security System aims to meet the basic health needs of the Indonesian people. This study aims to analyze the role of satisfaction in mediating the influence of emotional branding and corporate image on customer loyalty. Independent participants of JKN-KIS BPJS Health Malang Branch as the sampling in this study. The sampling technique used purposive sampling with a sample of 130 respondents. Data analysis in this study used Structural Equation Modeling-Partial Least Square (SEM-PLS). The results of the study concluded that emotional branding affects loyalty and satisfaction; the corporate image has an effect on loyalty and satisfaction; satisfaction affects loyalty; satisfaction mediates the effect of emotional branding and corporate image on loyalty. Satisfaction acts as a partial mediating variable.