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Customer satisfaction is a central issue in marketing management, as it plays a crucial role in determining customer loyalty amid increasingly intense business competition. A comprehensive understanding of the factors influencing customer satisfaction is essential not only for academics in strengthening marketing theory but also for practitioners in designing effective service and product strategies. This article aims to address two research questions: (1) what are the dominant factors influencing customer satisfaction, and (2) how does customer satisfaction relate to customer loyalty? The study employed a qualitative literature review method. The data consisted of scientific articles published between 2020 and 2025, accessed through Google Scholar and Publish or Perish (PoP) using the keyword “customer satisfaction.” From an initial selection of 30 articles, 27 were identified as relevant, and 5 core articles were further analyzed. The findings reveal three main themes: product and service quality as the dominant determinants of customer satisfaction; price, brand image, and promotion as supporting factors; and customer trust as an important mediating variable in building loyalty. This study concludes that customer satisfaction serves as a strategic link between service quality and customer loyalty. Future research is encouraged to explore the roles of digitalization, customer experience, and sustainability in shaping long-term customer satisfaction.

Customer satisfaction and loyalty are central issues in marketing management, as both play crucial roles in ensuring business sustainability amid increasing competition. Satisfied customers tend to make repeat purchases, provide positive recommendations, and build long-term relationships with the company. Therefore, understanding the factors that influence customer satisfaction and loyalty has become an important agenda for both academics and practitioners. This study aims to address two main questions: (1) What factors influence customer satisfaction? and (2) How does satisfaction contribute to the formation of customer loyalty? The method used is a literature review, selecting articles from various online databases such as ResearchGate, Academia, and open-access journals using the keywords customer satisfaction and customer loyalty. Of the 45 identified articles, 20 were selected for in-depth analysis. The review results reveal three main trends: first, service and product quality are the most consistent determinants of satisfaction; second, price, promotion, and brand image play significant roles; and third, customer trust is an essential variable that strengthens the satisfaction–loyalty relationship. Overall, satisfaction functions as the main mediating variable in the formation of customer loyalty.

This study aims to describe the marketing strategy applied by Pondok Pesantren Tahfidzul Qur'an Darul Ulum Khulafaur Rosyidin in improving the image of the institution and attracting public interest in pesantren education. This research uses a descriptive qualitative approach with data collection techniques through observation, interviews, and documentation. Data analysis was carried out descriptively qualitative, with data validity testing through credibility, transferability, dependability, and confirmability tests. The results showed that the marketing strategy is carried out through determining the target market tailored to the needs of the community, determining the competitive position with other institutions, as well as the marketing mix through social media promotions, brochures, superior religious activities, and active involvement of all school components including alumni. The implementation of this marketing strategy has proven effective in increasing the number of new students and forming a positive image of the institution. Excellent programs such as Tahfizhul Qur'an become the main attraction of the pesantren. Thus, a planned marketing strategy that involves all elements of the school is very important in increasing public trust in pesantren educational institutions.

This research was conducted because the researchers' interest in the development of academic achievement and the quantity of students at MTs Al-Amiriyyah Blokagung was quite rapid, to analyze what kind of promotions were used by WKS Public Relations in increasing the positive image and quantity of students at MTs Al-Amiriyyah Blokagung and to analyze what factors -Factors that can affect the positive image and quantity of students owned by MTs Al-Amiriyyah Blokagung.The approach used in this study is a qualitative approach with a descriptive type of research. The method used in data collection is Observation related to social media promotion in increasing the positive image and quantity of students. Interviews with the Principal, WKS Public Relations and Media Team, as well as documentation data and archives of activities from the management at MTs Al-Amiriyyah Blokagung. The researcher uses the Miles and Huberman model, namely reduction, presentation and conclusion drawing or data verification. The results of the research obtained from the field stated that the image and quantity owned by MTs Al-Amiriyyah Blokagung in the eyes of the community was considered good. The communication strategies used, such as maintaining communication patterns, planning and arranging tasks as WKS Public Relations at MTs Al-Amiriyyah Blokagung, as well as maintaining openness and information provided to the public can affect the image and quantity of MTs Al-Amiriyyah Blokagung. Based on this, it can be seen that the factors that affect the positive image and quantity of MTs Al-Amiriyyah Blokagung are by planning and carrying out the programs well, improving the service system, maintaining good communication and cooperation among members/teachers or with the community as well as the existence of disclosure of information to the public.