Penelitian ini bertujuan untuk menganalisis pengaruh Facilities, Brand Image, Product Quality, Promotion, dan Service Quality terhadap Customer Satisfaction yang membentuk Customer Loyalty pada pelanggan Sociolla Store Tunjungan Plaza di Surabaya. Melalui pendekatan kuantitatif, data dikumpulkan menggunakan kuesioner daring yang disebarkan kepada 145 responden, yang merupakan pelanggan Sociolla Store Tunjungan Plaza di Surabaya. Teknik analisis data menggunakan metode Statistical Product and Service Solutions (SPSS). Hasil penelitian menunjukkan bahwa Facilities, Brand Image, Product Quality, Promotion, dan Service Quality memiliki pengaruh signifikan terhadap Customer Satisfaction, dan pada akhirnya berpengaruh terhadap Customer Loyalty. Penelitian ini memberikan implikasi bagi strategi pemasaran dan manajerial, yang mengindikasikan bahwa pemahaman lebih lanjut terhadap faktor-faktor ini dapat membantu Sociolla dalam memperkuat kesetiaan pelanggan di segmen pasar Indonesia / This study aims to analyze the effect of Facilities, Brand Image, Product Quality, Promotion, and Service Quality on Customer Satisfaction which forms Customer Loyalty for Sociolla Store Tunjungan Plaza customers in Surabaya. Through a quantitative approach, data was collected using an online questionnaire distributed to 145 respondents, who are Sociolla Store Tunjungan Plaza customers in Surabaya. The data analysis technique uses the Statistical Product and Service Solutions (SPSS) method. The results showed that Facilities, Brand Image, Product Quality, Promotion, and Service Quality have a significant influence on Customer Satisfaction and ultimately affect Customer Loyalty. This research provides implications for marketing and managerial strategies, indicating that further understanding of these factors can assist Sociolla in strengthening customer loyalty in the Indonesian market segment