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A lot of lessons are learned post COVID-19 pandemic, including in the tourism business. Prior to the pandemic, tour operators had difficulties in competing with online travel agents (OTA) in terms of product sales and marketing. This article aims to understand the perception of digital marketing usage among tour operators and explore the factors influencing the adoption or rejection to it by using an integrated framework model which was grounded on the Unified Theory of Acceptance and Use of Technology (UTAUT). The factors identified which effect the usage of digital marketing technology were perceived ease of use, personal innovativeness, and facilitating condition, toward use behaviour. These factors were moderated by behaviour intention. The model was tested with 77 tour operator companies that are members of a travel agency association in Indonesia using PLS- SEM. The results show that tour operators’ facilitating condition and behaviour intention influence use behaviour directly. On the other hand, perceive ease of use, personal innovativeness, and facilitating condition directly influence behaviour intention. Personal innovativeness influences use behaviour mediated by behaviour intention. This study contributes to the understanding of tour operators where they need to focus on improving the ease of use and encouraging a positive intention among users.

The pattern of consumer behavior after making a purchase determines brand loyalty. This behavior tends to be committed to a particular product or brand and will continue to make repeated purchases. Accordingly, brand loyalty is a crucial component in ensuring business continuity. With the use of customer satisfaction, this study seeks to examine the impact of product and service quality on brand loyalty. Using customer satisfaction, this study seeks to examine the effect of product and service quality on brand loyalty at Bakso Lapangan Tembak Restaurant, one of the leading eateries in Jakarta and its surroundings by providing questionnaire tools to a total of 261 customers. Data was analyzed using SEM PLS with the assistance of Smart PLS software. The findings demonstrated how brand loyalty is directly impacted by customer satisfaction and service quality. This is due to the fact that satisfied customers and high-quality services encourage repeat business, which ultimately boosts brand loyalty. The findings demonstrated how brand loyalty is directly impacted by customer satisfaction and service quality. This is due to the fact that satisfied customers and high-quality services encourage repeat business, which ultimately boosts brand loyalty. Evidently, product quality has no direct impact on brand loyalty, in contrast to service quality and consumer happiness. The relationship between the quality of the brand and the quality of the product might be mediated through customer satisfaction.

Employee engagement becomes the most important driving factor for a company's business processes due to its ability to increase the positive employees’ motivation, and both individual and companies’ performances. Some studies explain the positive influence of leadership and POS on employee engagement, though, some research results otherwise. This inconsistency is predicted due to another variable that mediates the influence of leadership and POS on employee engagement. This study aims to analyze the direct and indirect influence of leadership and POS on employee engagement with employee satisfaction as a mediation variable. Data were collected by using a questionnaire instrument distributed to a total of 77 employees of the travel company. Data was analyzed using SEM PLS with the assistance of Smart PLS software. The results showed that only leadership and employee satisfaction have a direct and significant effect on employee engagement. In contrast, POS has no direct effect on employee engagement, due to the inexistence of the supporting process, such as employees' intrinsic and extrinsic motivation. Employee engagement therefore could be an antecedent factor toward employee satisfaction or performance. Both leadership and POS had a positive and significant indirect influence on employee engagement by being mediated by employee satisfaction.