ABSTRACT
This study aims to analyze the effect of social media marketing and brand experience on customer engagement, analyze the influence of social media marketing and brand experience on brand loyalty, analyze the effect of customer engagement on brand loyalty, and analyze the effect of social media marketing and brand experience on brand loyalty through customer engagement in star hotels in Malang. The sample in this study amounted to 110 samples. The analysis technique uses SEM. The results of the analysis show that social media marketing and brand experience affect customer engagement. Social media marketing and brand experience affect brand loyalty. Customer engagement affects brand loyalty. Social media marketing and brand experience affect brand loyalty through customer engagement at hotels.

ABSTRACT
The purpose of this study is to analyze and explain the effect of Organizational Citizenship Behavior (OCB) toward Organizational Performance and examines work motivation as a mediating variable. Research respondents are employees who are permanent government employees and contract employees. The research location is in a sub-district office in Pasuruan, Indonesia. A total of 108 respondents became the sample of this study. The analysis technique is descriptive, and linear regression to confirm a structural equation model which is built. The quantitative approach was chosen to explain the influence between research variables. Collecting data using a questionnaire. The results of this study found that Organizational Citizenship Behavior was able to improve organizational performance, especially aspects of service to the community so that it had an impact on improving organizational performance. In addition, work motivation can be a work view for employees who carry out Organizational Citizenship Behavior to achieve organizational performance.

ABSTRACT
This research examines four variables, there are Service Quality, Information Quality, Website Quality, and User Satisfaction. The research aims to empirically test Service Quality and Information Quality on User Satisfaction by adding Website Quality as an Intervening Variable with the Malang Regency Government website as an object. This research used quantitative and casual-comparative research design. Research respondents are website operators of Government Organizations in Malang Regency, with 478 operators in total. By using Simple Random Sampling as the sampling technique with an error value of 10%, writers obtained 81 samples. Primary data were collected using a questionnaire assisted by google form. So 81 website operators work in Malang Regency Government Organizations as respondents. We applied Descriptive Analysis and Linear Regression Analysis using Structural Equation Modeling as the analysis technique in this research. The result indicates that Service Quality, Information Quality, and Website Quality significantly have a positive influence on User Satisfaction. Meanwhile Service Quality and Information Quality significantly cannot increase User Satisfaction through Website Quality.

ABSTRACT
The results of AC Nielson's research stated that the level of spending of Indonesians always ranked third in the Asia Pacific region, even in the first quarter of 2009 it rose from 14 per cent to 15 per cent (http://economy.okezone.com/). This is influenced by the style of shopping which has changed from shopping at simple traditional outlets to modern outlets that are clean, organized and air-conditioned. The population of this study are customers who shop atin hypermarkets in Malang City, namely, Carrefour and Giant. The total population cannot be known with certainty, so the sample size is determined by multiplying the number of indicators from 5 variables by 10, this refers to the opinion expressed by Solimun (2002:78) that the determination of the sample size is equal to 5 to 10 times the number of manifest variables ( indicators) of all latent variables. The number of indicators in this study was 15 indicators. Based on these provisions, the sample size used is 15 X 10 = 150 respondents. The results showed that the respondent's characteristics seen from the frequency of shopping in 1 month were dominated by respondents who shopped 3 times in 1 month. This can be interpreted that to meet their daily needs, respondents in determining where to shop prefer hypermarkets because they prioritize places that are clean, comfortable and offer cheaper prices. Respondents tend to give answers agreeing that service performance is shaped by the quality of interaction, physical environment quality and yield quality. Respondents tend to give an agreeable answer that store attributes are formed by facilities, employee service, after-sales service and merchandise.