The purpose of this research is to determine whether brand identification, brand satisfaction, and social media marketing can predict brand loyalty of fast-food restaurants in Indonesia directly or indirectly through brand love. A total of 272 respondents who are customers of fast-food restaurants in Indonesia were successfully collected by using online questionnaire, then PLS-SEM was used to examine the data. The results implied that social media marketing, brand satisfaction, and brand love can positively and significantly predict brand loyalty. Furthermore, brand identification and brand satisfaction were able to predict brand love positively and significantly, while brand identification and brand satisfaction were able to positively and significantly predict brand loyalty through brand love. The expected contribution of this research is as a reference for firms to improve their products and formulate appropriate marketing strategies to increase customer loyalty and the excellence of restaurant business in Indonesia.

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Tujuan penelitian ini untuk menguji secara empiris pengaruh langsung brand communication, brand experience, dan brand image terhadap brand loyalty serta pengaruh tidak langsung melalui brand trust. Sampel dikumpulkan melalui metode non-probability sampling dengan teknik convenience sampling kepada 78 responden pelanggan ritel furnitur di Jakarta yang dilaksanakan pada April 2021. Pengujian hipotesis penelitian dilakukan dengan Partial Least Square–Structural Equation Modelling (PLS- SEM). Hasil penelitian ini menunjukkan bahwa brand communication, brand experience, dan brand image tidak berpengaruh signifikan terhadap brand loyalty. Brand trust berpengaruh secara signifikan terhadap brand loyalty. brand communication tidak berpengaruh secara signifikan terhadap brand trust, sedangkan brand experience dan brand image berpengaruh secara signifikan terhadap brand trust. Terakhir, brand trust tidak mampu memediasi brand communication terhadap brand loyalty, namun brand trust dapat memediasi pengaruh brand experience dan brand image terhadap brand loyalty.