brand loyalty customer loyalty customer satisfaction 658.8 Managemet of marketing Brand experience CITY GOVERNMENT MALANG CONSUMER LOYALTY CONSUMER SATISFACTION Consumer Ethnocentrism Country of Origin Customer Loyalty Customer Satisfaction Intention to buy an e-book Perceived Quality Perceived ease of use (PEOU) Perceived usefulness (PU) Purchase Intention Service Quality TAM Trust brand associations brand attitude brand awareness brand image business celebrity endorsement corporate image customer retention economics job involvement management organizational citizenship behavior organizational commitment organizational justice perceived value relational benefits self-congruity service quality trust