PENGARUH KEPERCAYAAN, KOMITMEN, KOMUNIKASI, PENANGANAN MASALAH DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN MATAHARI DEPARTEMENT STORE DI SURABAYA

Costumer loyalty is one of the factors that influencing the level of sales a company. Every company is competing to perform various strategies to create costumer loyalty to each well for the goods or services offered; within ritels are also doing a lot of strategies to increase costumer loyalty. There are many factors that can effect the loyalty of a customer, such as trust, commitment, communication, conflict handling and customer loyalty. The aims of the research are examine the effect of trust, commitment, communication, conflict handling and customer satisfaction to customer loyalty. This research was conducted in Surabaya where Matahari Department Store as the object of the research. This research use non probability sampling sample and judgment sampling to choose 120 customers as a respondents and using multiple regression to analyze with spss 16.0 for windows. The results show that trust has significant effect on customer loyalty. Commitment has not significant effect on customer loyalty, conflict handling has not significant effect on customer loyalty, and customer satisfaction has significant effect on customer loyalty. Keywords : trust, commitment, communication, conflict handling, satisfaction, costumer loyalty