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The study aims to analyze the role of digital media as a distracting factor affecting the faith loyalty of Catholic adolescents in their relationship with God amid religious pluralism in Indonesia. The development of digital media has transformed how adolescents understand, express, and live out their faith, while simultaneously presenting both opportunities and ambivalent challenges. This research employs a qualitative approach using a library research method, analyzing various theological, sociological sources, and Church documents. The findings indicate that digital media can serve as a broad and participatory space for expressing faith, but it also has the potential to create distractions in three main dimensions: cognitive, affective, and practical. Cognitively, adolescents experience confusion in understanding faith teachings due to the diversity of information available. Affectively, there is a shift in orientation from a relationship with God toward the pursuit of emotional gratification in digital spaces. Practically, there is a decline in engagement in concrete religious practices. Within the context of religious pluralism, this complexity intensifies and influences the formation of adolescents’ faith identity. This study also finds that digital media does not only have negative impacts but also holds positive potential as a means of deepening faith when used critically and reflectively. Therefore, the role of the Church is essential through contextual, dialogical, and integrative pastoral accompaniment combined with critical digital literacy. Through this approach, adolescents are expected to integrate their digital experiences into a more mature, authentic faith life rooted in a deeper relationship with God.

This study aims to understand the role of E-Commerce in building customer loyalty, explain the process of loyalty formation, and assess how customers perceive service quality in relation to loyalty, using the GoFood service in Jombang as a case study. The rapid growth of online food delivery services has intensified competition, making customer loyalty a critical factor for sustainability. Employing a qualitative case study approach, data were collected through in-depth interviews with 30 GoFood customers and several drivers in the Jombang area. The findings reveal that E-Commerce platforms significantly enhance loyalty through user-friendly application interfaces, supporting features (such as live tracking, history, and digital payments), and beneficial promotions. The loyalty formation process occurs gradually through consistent positive experiences, moving from customer satisfaction to trust, and ultimately to habitual use. Crucially, the quality of driver services—including politeness, effective communication, punctuality, and order accuracy—emerged as a key determinant of customer comfort and repeat orders. This study implies that for E-Commerce platforms to maintain a competitive edge, strategies must integrate digital convenience with consistently reliable human interactions. The research contributes empirical insights from a semi-urban Indonesian context, highlighting that customer loyalty is not merely transactional but is built on a combination of technological ease, economic value, and positive interpersonal service experiences.

This study aims to determine the influence of leadership style and organizational culture on the loyalty of the HIPMI Parepare Commissariat, Makassar State University (UNM) administrators. The research variables consist of leadership style as the first independent variable (X₁), organizational culture as the second independent variable (X₂), and administrator loyalty as the dependent variable (Y). The study population was all 40 active HIPMI Parepare Commissariat administrators at UNM during the study period. The sampling technique used was saturated sampling (census), thus the entire population was included as respondents. Data were obtained through questionnaires and analyzed using multiple linear regression with the help of SPSS. The results show that leadership style has a positive and significant effect on administrator loyalty, organizational culture has a positive and significant effect on administrator loyalty, and simultaneously, both leadership style and organizational culture have a significant effect on administrator loyalty. These findings indicate that the more effective the leadership style implemented and the stronger the organizational culture developed, the higher the level of administrator loyalty to the organization. The synergy between participatory leadership and a healthy organizational culture can create a conducive organizational environment, increase commitment, and strengthen organizational sustainability.

This study analyzes the role of supporter fanaticism and loyalty in influencing the purchase decisions of official PSMS Medan merchandise. A qualitative descriptive method was employed through in-depth interviews, observation, and documentation, supported by secondary data from literature studies. The results show that fanaticism is reflected in emotional attachment, active involvement, long-term support, and social environmental influences. Supporter loyalty appears in consistent attendance at matches, following games, discussing the club, and repeated purchases of official merchandise. Purchase decisions are influenced by product type, design/form, and quantity, while also considering financial capability. Overall, fanaticism shapes emotional bonding, whereas loyalty drives repeated purchasing behavior; both contribute significantly to merchandise purchasing. These findings highlight the importance of design innovation, product quality improvement, and marketing strategies based on emotional and historical attachment to the club. Keywords: Consumer Behavior; Fanaticism; Merchandise; Purchase Decision; Supporter Loyalty.

The development of information technology has transformed the way micro,small,and medium enterprises (MSMES) market their products and interact with consumers.social media now plays a crucial role as a primary tool in digital marketing strategies due to its ability to reach consumers widely, quickly, and interactively. This study aims to analyze how digital marketing strategies through social media can enhance consumer loyalityamong MSMES. This research employs a qualitative descriptive approach, collecting data through in-depth interviews, observation of social media activities, and documentation of several MSMEs in medan. The findings reveal that consistent implementation of digital marketing strategies through social media significantly improves consumer loyalty. The main factors influencing this improvement include engaging content quality, active interaction between sellers and customers, and the effective use of social media features such as paid advertisements and collaborations with local influencers. The study concludes that digital marketing strategies through social media not only boost sales but also strengthen long-term relationships between MSMEs and their customers. Therefore, optimizing social media utilization becomes a strategic step for MSMEs to remain competitive in the digital era.

This study aims to analyze the influence of Relationship Marketing (X1), Service Quality (X2) and Brand Attachment (X3) on Member Loyalty (Y) at the Usaha Sejahtera Credit Cooperative. The sample used was 100 respondents, with the sampling method using non-probability sampling with simple random sampling technique. The initial analysis on the research instrument, by transforming ordinal data to interval data using the Method of Successive Interval (MSI) then the data was further analyzed using SPSS (Statistical Product and Service Solutions) version 31. The data analysis carried out was Validity Test, Reliability Test, Classical Assumption Test (Normality Test, Multicollinearity Test, Heteroscedasticity Test (Glejser Test), Linearity Test, Correlation, Multiple Linear Regression and Coefficient of Determination), Hypothesis Test (t test). The results of the study showed that Relationship Marketing (X1) partially had a significant effect on Member Loyalty (Y). Service Quality (X2) partially had a significant effect on Member Loyalty (Y). Brand Attachment (X3) has a partial and significant influence on Member Loyalty (Y).

Digital transformation has driven organizations to adopt the metaverse as a 3D virtual workspace that enables employee interaction through avatars, thereby introducing new challenges in managing organizational identity, work culture, and employee loyalty. This study aims to analyze the role of human resource leadership in establishing organizational identity, transforming work culture, and sustaining employee loyalty within a metaverse-based work environment. The study employs an integrative literature review approach by systematically collecting and synthesizing relevant scholarly sources from reputable publications within the last five years. The findings indicate that organizational identity in the metaverse is constructed through avatar representation and virtual environment design, while work culture undergoes a transformation toward flexible digital interaction patterns that still require reinforcement of organizational values. Furthermore, employee loyalty is influenced by the quality of virtual experiences and the effectiveness of leadership communication. In this context, digital-based HR leadership emerges as a critical factor in fostering employee engagement and trust in a non-physical interaction setting. This study contributes conceptually by integrating leadership, identity, culture, and loyalty within the metaverse framework, and provides practical implications for organizations in designing adaptive human resource management strategies in response to the advancement of immersive technologies.

This study examines the implementation of Integrated Marketing Communication (IMC) at NailedShape, a Bali-based nail art micro-enterprise, as a strategy to foster customer loyalty. NailedShape operates under a home-service and home studio model, primarily using Instagram for promotion and customer engagement. The study utilizes a descriptive qualitative method, collecting data through interviews and observations with the owner, customers, and micro-influencers. The research findings show that NailedShape successfully employs IMC techniques, such as visual content, customer testimonials, and collaborations with digital influencers, to capture attention and create strong emotional connections with customers. This integrated approach helps in building a positive brand image and maintaining customer engagement. However, the study also highlights challenges, such as limited resources and frequent changes to social media algorithms, which hinder consistent communication and marketing efforts. Despite these obstacles, the study concludes that a well-executed IMC strategy remains effective in enhancing customer loyalty, reinforcing the importance of an integrated communication approach for small and medium enterprises (SMEs) in the beauty industry. By utilizing digital platforms effectively, NailedShape can compete in a highly dynamic market. The findings suggest that beauty-based MSMEs can benefit greatly from IMC in the digital era, as it not only enhances brand perception but also helps in building lasting customer relationships.

This research develops a machine learning model to classify customer loyalty using the Random Forest algorithm. Customer churn is a critical issue that reduces revenue and increases acquisition costs. A dataset of 50,000 customers from global e-commerce and subscription platforms was processed through data cleaning, imputation, outlier handling, and class balancing with SMOTE. The Random Forest model was built as a baseline and optimized with hyperparameter tuning. Evaluation using accuracy, precision, recall, and F1-score shows that the optimized model achieved 90.81% accuracy and 83.87% F1-score, outperforming previous Naïve Bayes approaches. Feature importance analysis highlights customer service interactions, lifetime value, and demographic factors as key predictors of churn. These findings demonstrate Random Forest’s effectiveness in churn prediction and provide practical insights for customer retention strategies

This study aims to examine the application of heart-centered communication based on Nonviolent Communication (NVC) Theory in interactions between employees and guests at the Masainn Hotel, Kuta, Bali. NVC, developed by Marshall Rosenberg, stresses empathetic engagement built on four core components: observation, feelings, needs, and requests. Using a descriptive qualitative approach, data were collected through in-depth interviews with guests and direct field observations of daily service interactions. The findings indicate that employees consistently apply empathy-driven communication by offering warm greetings, attentive service, and genuine emotional presence. These behaviors help create a family-like environment that makes guests feel comfortable and emotionally connected to the hotel. Notably, one guest reported returning to the hotel for three consecutive years, having been introduced by a friend who has been a loyal customer for nine years. This demonstrates that NVC-based communication contributes significantly to guest satisfaction, trust, and long-term loyalty. Furthermore, the study highlights the strategic role of emotional intelligence and compassionate communication in shaping service quality within the hospitality industry. By integrating NVC principles into daily service practices, hotels can foster stronger interpersonal relationships, enhance guest experiences, and build sustainable customer retention.

This research aims to identify both the partial and simultaneous positive and significant effects of e-service quality, e-trust, and brand image on the customer loyalty of Byond by BSI users in Balikpapan City. The study adopts a quantitative correlational method. A total of 100 respondents were selected using a purposive sampling technique. Data were collected through online questionnaires distributed via a Google Form link. The analytical procedures utilized include correlational analysis, instrument tests, classical assumption tests, multiple linear regression analysis, and hypothesis testing using IBM SPSS Statistics version 24. The results of the study indicate that, partially, e-service quality and e-trust variables each have a positive and significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Meanwhile, brand image variable has a positive but not significant effect on customer loyalty among users of the Byond by BSI application in Balikpapan City. Furthermore, when examined simultaneously, the three variables collectively show a positive and significant effect on customer loyalty of Byond by BSI applications users in Balikpapan City.

This study aims to analyze the effect of workload on employee loyalty at the Class I TPI Immigration Office in Jambi, with performance allowance policies acting as a mediating variable. The research employed a quantitative approach involving 88 respondents selected from the total employee population. Data were collected through structured questionnaires and analyzed using statistical methods to examine both direct and indirect relationships among variables. The results indicate that employees generally perceive their workload as being at a moderate level; however, workload has a significant negative effect on employee loyalty. In contrast, performance allowance policies demonstrate a significant positive influence on loyalty. Furthermore, the findings reveal that performance allowance policies partially mediate the relationship between workload and employee loyalty, indicating their role in mitigating the negative impact of workload. These results suggest that effective performance allowance policies can enhance employee loyalty despite increasing workload demands. Therefore, organizations should balance workload management with fair and performance-based compensation policies to maintain employee loyalty.

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.

This study aims to analyze how digital transparency, distribution validation, and personalized donor services simultaneously maintain donor trust and loyalty as strategies to mitigate liquidity risk and ensure program sustainability at LAZIS Alharomain Pare Kediri Branch. Using a qualitative descriptive–analytical approach, data were collected through in-depth interviews, observation, and documentation involving management, donors, and beneficiaries. The findings reveal a paradox between the increasing number of donors—from 5,644 in 2020 to 7,955 in 2023—and the financial deficit observed in key programs such as Infaq Sayangi Anak Yatim Dhuafa and Infaq Sahabat Sehat. To address this, the institution implemented three main strategies: real-time digital reporting via social media, multi-layered verification in fund distribution, and personalized communication with donors. These strategies form a trust–loyalty–participation cycle that strengthens program continuity. Theoretical analysis based on Trust Theory and liquidity risk management for zakat institutions shows that public trust functions as a form of social capital capable of compensating for short-term financial liquidity gaps. This study extends the discourse on Sustainable Islamic Philanthropy Governance by asserting that digital transparency serves as both an ethical and strategic instrument to uphold accountability and the sustainability of Islamic philanthropic institutions.

The fitness industry has shown rapid growth as public awareness of the importance of healthy lifestyles increases in today's world. Gyms no longer function solely as a place to exercise, but also offer value and a sustainable experience for their members. The ability to manage a gym and retain members in this increasingly competitive era encourages gym owners to be more sensitive to factors that could potentially affect member satisfaction and loyalty. To improve the quality of the gym, it is necessary to evaluate the price and quality offered in the form of well-maintained and complete facilities. The suitability of the price to the benefits felt by members will make them more loyal to training at the gym. Likewise, comfortable facilities can increase member loyalty, which in turn drives member satisfaction, especially at Velcro Gym.

In the contemporary digital marketplace, consumers increasingly face diverse product choices and brand communications. Understanding the mechanisms through which product quality and brand perception influence customer loyalty remains critical for competitive advantage. The mediating role of customer trust in this relationship has received limited empirical attention within Indonesian market contexts. This research analyzes the direct and indirect effects of product quality and brand perception on customer loyalty, with customer trust as a mediating variable, using Partial Least Squares Structural Equation Modeling (PLS-SEM) methodology on 103 respondents. A quantitative cross-sectional survey design was employed, collecting data via Likert-scale questionnaires (1-5) with 15 measurement items across four latent constructs: Product Quality (5 items), Brand Perception (4 items), Customer Trust (3 items), and Customer Loyalty (3 items). Data analysis utilized PLS-SEM via SmartPLS 3.0, including assessment of measurement model validity (outer model), structural relationships (inner model), and mediation effects through bootstrapping (5000 iterations). The outer model demonstrated adequate validity with 12 of 15 indicators loading above 0.7, and all constructs meeting composite reliability (CR > 0.7) and average variance extracted (AVE > 0.5) criteria. The inner model revealed that product quality significantly influenced customer trust (β = 0.624, p < 0.001), while brand perception showed no significant direct effect (β = 0.045, p = 0.767). Customer trust strongly predicted loyalty (β = 0.650, p < 0.001). Product quality demonstrated a significant indirect effect on loyalty through trust (β = 0.405, p < 0.001), indicating full mediation. The model explained 43.5% of trust variance and 42.2% of loyalty variance. Product quality emerged as the dominant antecedent of customer trust and loyalty, while brand perception did not significantly contribute. Trust served as the critical mechanism translating quality into loyalty. These findings suggest that companies should prioritize quality assurance and consistent delivery over brand marketing campaigns for sustainable loyalty development. The research contributes to mediation theory in consumer behavior and provides actionable strategic guidance for practitioners in emerging markets.

In an increasingly competitive business world with ever-increasing customer demands for the quality of services and goods, customer satisfaction and loyalty have emerged as crucial issues in today's marketing management. Under such conditions, business entities must identify the key elements that shape satisfaction and how these contribute to building customer loyalty. This paper aims to examine the nature of study results on the determinants of satisfaction and loyalty through an evaluation of several recent empirical studies. Two key questions are addressed: which elements most strongly influence customer satisfaction, and what is the intermediary function of satisfaction in explaining the relationship between marketing variables such as service quality, cost, brand image, and trust with customer loyalty. The technique employed is a qualitative literature review through a search of articles using Google Scholar and Publish or Perish (PoP). Key terms used include customer satisfaction, customer loyalty, service quality, and trust. Of the 50 articles found in the initial phase, 15 met the inclusion standards and were thoroughly reviewed. The evaluation findings reveal three dominant patterns: service and product quality are the most stable factors driving satisfaction; cost and brand image serve as supporting factors; and trust acts as an important intermediary variable. This evaluation confirms that customer satisfaction is a key component in strengthening loyalty. Future studies are recommended to expand the scope of business sectors, use a more comprehensive structural framework, and utilize a wider variety of methodological techniques.

This research aims to explore the role of service excellence in enhancing consumer loyalty in culinary MSMEs, with a case study at RM Kamang Jaya in Medan City. In facing intense competition in the food industry, excellent service becomes an important strategy to maintain and expand the customer base. A qualitative approach with a case study method was employed to deeply examine customer experiences, perceptions, and service practices through interviews, observations, and documentation. The findings show that the consistent application of service standards, friendly attitudes of staff, and attention to detail in service delivery greatly contribute to customer satisfaction and loyalty. Good service has been proven to encourage repeat orders, create positive experiences, and enhance word-of-mouth promotion. Despite some technical obstacles, such as order errors or menu limitations, the quick response and professional attitude of employees were able to minimize their impact. These findings confirm that service excellence not only meets the functional needs of consumers but also builds emotional attachment, which becomes the foundation of long-term loyalty. The implications of this research are significant for other MSME actors in designing superior service strategies to face increasingly complex business competition.

This study aims to analyze the influence of digital marketing on customer loyalty at the Uban Muslim Clothing Store MSME in Cianjur in the context of e-commerce development. The increasingly rapid digital transformation requires MSMEs to adapt to technology-based marketing strategies to be able to compete and retain consumers. This study uses a quantitative approach with a survey technique on 20 adult respondents, both men and women, who have interacted with the store. The research instrument in the form of a questionnaire distributed through Google Forms, measuring two main variables: digital marketing (as an independent variable) and customer loyalty (as a dependent variable). The analysis technique used is simple linear regression. The results of the analysis show that there is a positive influence of digital marketing on customer loyalty, as indicated in the regression equation Y = 3.5226 + 0.582XY = 3.5226 + 0.582XY = 3.5226 + 0.582X. The regression coefficient of 0.582 indicates that every one unit increase in digital marketing activity can significantly increase customer loyalty. Meanwhile, the intercept value of 3.5226 indicates that customer loyalty remains high even without digital activities, indicating a strong foundation of loyalty from non-digital factors. This finding has important implications: digital marketing is not just a promotional tool, but a key strategy for building long-term customer engagement. This study recommends that MSMEs optimize digital content, online interactions, and data-driven communication systems to maintain and enhance customer loyalty in the digital marketing era.

Customer satisfaction and consumer loyalty are critical issues in modern marketing management, as they play a strategic role in retaining customers and increasing company profitability. With the increasing intensity of business competition, it has become crucial for scientists and practitioners to understand the components that influence customer satisfaction and their impact on loyalty. The purpose of this study is to systematically review the relationship between customer satisfaction and consumer loyalty, as well as to identify the main determinant factors.The research questions are: (1) What are the most influential factors affecting customer satisfaction and loyalty? (2) How is the relationship pattern between satisfaction and loyalty based on previous research findings?. A systematic literature review was conducted using articles from Google Scholar and Publish or Perish (PoP) with keywords consumer satisfaction, consumer loyalty, service quality, price, and customer trust. A total of 27 articles published between 2020 and 2025 were analyzed, and 5 relevant articles were selected for in-depth review. The findings indicate that product quality, service quality, price, trust, and brand image are dominant factors influencing customer satisfaction and loyalty. In conclusion, future research can explore digital and technology-based service contexts as well as more complex mediation and moderation relationships to deepen understanding of customer satisfaction and loyalty.