This article examines the effect of Corporate Social Responsibility (CSR) programs on customer loyalty that is mediated by service quality, trust and electorinic customer satisfaction. Using a sample of 207 BUKU 4 bank customers in Indonesia who have accounts for more than six months. The survey was conducted by filling out an online questionnaire. Data analysis used Structural Equation Modeling (SEM). The results obtained from this study indicate that CSR mediated by electronic service quality, trust, and customer satisfaction overall has a positive influence on customer loyalty of banks in Indonesia. This study reveals that the bank is not only oriented towards business profit, but also carry out CSR programs in a sustainable manner. The CSR program is considered important, because it can build effective communication with customers and prospective customers. It can also increase customer awareness. In addition, currently the technology owned by the bank will be a factor that can build consumer loyalty. ABSTRAK Artikel ini menguji pengaruh program Corporate Social Responsibility (CSR) terhadap loyalitas pelanggan yang dimediasi oleh kualitas layanan, kepercayaan dan kepuasan pelanggan elektronik. Menggunakan sampel 207 nasabah bank BUKU 4 di Indonesia yang memiliki rekening lebih dari enam bulan. Survei dilakukan dengan mengisi kuesioner online. Analisis data menggunakan Structural Equation Modelling (SEM). Hasil yang diperoleh dari penelitian ini menunjukkan bahwa CSR yang dimediasi oleh electronic service quality, trust, dan customer satisfaction secara keseluruhan berpengaruh positif terhadap loyalitas nasabah bank-bank di Indonesia. Studi ini mengungkapkan bahwa bank tidak hanya berorientasi pada keuntungan bisnis, tetapi juga menjalankan program CSR secara berkelanjutan. Program CSR dinilai penting, karena dapat membangun komunikasi yang efektif dengan pelanggan dan calon pelanggan. Hal ini juga dapat meningkatkan kesadaran pelanggan. Selain itu, saat ini teknologi yang dimiliki bank akan menjadi faktor yang dapat membangun loyalitas konsumen.JEL: M30, M31, M39

This study aims to examine the relationship and influence by using the independent variables, namely, good corporate governance which is proxied by institutional ownership with independent commissioners and disclosure of corporate social responsibility on firm value. The company value variable is measured using Tobin's Q, CSR disclosure variable is measured using the GRI G4 index. This study uses secondary data, namely annual reports, financial reports and sustainability reports. The sample used is manufacturing companies in the basic industry and chemicals sub-sector which are listed on the Indonesia Stock Exchange for the 2016-2018 period. The total sample selected was 138. The sampling technique used was purposive sampling. The method used in this study is multiple linear regression analysis. The results of the analysis of this study indicate that the good corporate governance variable which is proxied by institutional ownership has a negative effect on firm value while the independent commissioners have no effect on firm value and the CSR disclosure variable has a positive effect on firm value