<![CDATA[This study examines the determinants of customer loyalty in regional banking by investigating the effects of service quality, customer satisfaction, and perceived value, while positioning communication quality as a moderating variable. The study focuses on customers of Bank Jatim KCP Malang and employs a quantitative-dominant mixed-methods approach. Primary data were collected from 100 customers through a structured questionnaire using a five-point Likert scale. The quantitative data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM), while qualitative information was used to provide contextual interpretation of customer experiences. The findings demonstrate that service quality, customer satisfaction, and perceived value have positive and significant effects on customer loyalty. Communication quality also has a positive direct effect on loyalty and significantly strengthens the relationships between service quality, customer satisfaction, perceived value, and customer loyalty. These findings indicate that loyalty in regional banking is shaped not only by the quality and value of services delivered but also by the quality of communication through which customer experiences are developed and reinforced. The study contributes to the literature by positioning communication quality as a relational moderator within an integrated customer-loyalty framework. The findings also provide practical implications for regional banks seeking to combine service excellence, customer value, and effective communication to strengthen long-term customer relationships.]]>
