The Communication and Information Service (Diskominfo) has a strategic role in building a positive image of local government agencies. This literature review research aims to analyze the role and strategy of public relations of the Serang City Diskominfo in building an organizational image. The research method uses a descriptive qualitative approach with literature study techniques through the collection and analysis of scientific literature from journals, reference books, and relevant official documents. The study focuses on the concepts of public relations, image management, and communication of government organizations. The results of the study show that the role of public relations of the Serang City Diskominfo includes the functions of internal and external communication, information management, and the formation of public perception. The main strategies used include the development of communication media, periodic publication programs, and persuasive approaches to build public trust. The study concluded that the success of building the image of the agency

The development of technology in the industrial era 5.0 has brought significant changes in various sectors, including banking. Banking digitalization, especially through mobile banking services such as Livin' by Mandiri, provides easy, fast and efficient transactions, which have an impact on customer satisfaction and loyalty. This study aims to analyze the effect of e-service quality and customer satisfaction on customer loyalty of Livin' by Mandiri. Using a quantitative approach and Partial Least Squares (PLS) analysis method, this study collected data from 400 respondents through an online questionnaire. The results showed that e-service quality has a positive effect on customer loyalty, especially among young customers (17-25 years old) who use the application for educational purposes and daily transactions. In addition, customer satisfaction also has a positive effect on customer loyalty, with the majority of respondents feeling satisfied with the ease and efficiency of the services provided. These findings demonstrate the importance of e-service quality and customer satisfaction in building customer loyalty in the digital era. This study contributes to the understanding of the factors that influence customer loyalty in the context of digital banking services in Indonesia.