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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.

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.

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 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.

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.

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.

The amount of e-wallet providers in Indonesia is so many, so there is intense competition between each e-wallet provider. The tighter competition for e-wallet, makes users not only loyal to one type of e-wallet and makes users switch brands or providers in using an e-wallet. This study aims to investigate the factors that influence e-service quality on e-loyalty mediated by e-trust and brand image. This research is categorized as explanatory research. Respondents in this study were users of the OVO e-wallet application in Malang City, determining the number of samples in this study using 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. The results showed that e-service quality had no significant effect on e-loyalty. E-service quality has a significant effect on e-trust, e-trust has a significant effect on e-loyalty. E-service quality has a significant effect on brand image, brand image has a significant effect on e-loyalty. E-trust and brand image can play a fully mediating role in the relationship between e-service quality and e-loyalty. OVO is expected to continue to maintain and increase e-trust because it is proven in this research that e-trust has the greatest influence on e-loyalty so that it can be a competitive advantage for OVO. Keywords: e-service quality, e-loyalty, e-trust, brand image.