PENGARUH KEPUASAN DAN KEPERCAYAAN TERHADAP LOYALITAS MELALUI MEDIASI KOMITMEN NASABAH PRODUK TABUNGAN BNI DI SURABAYA

Loyalty is a fixed price for the company, especially in the banking world. In growing satisfaction and confidence did little capital that has been issued by the bank. Therefore if the bank squandered the trust that has been given by the custome, the bank must be ready with people's complaints that would be fatal to the bank itself. Purpose of the present study was to determine the effect of satisfaction on loyalty and trust through the mediation of customer commitment BNI bank savings products in surabaya . population of this study are all BNI bank customers in surabaya while for the research sample were 120 respondents BNI bank customers in surabaya. This study analyzes techniques using path analysis. the results of this study are not significantly impact customer satisfaction positively to commitmen, customer trust is not significantly positive effect on commitment, commitment is significant positive to loyalty, satisfaction is not a significant positive effect on loyalty, trust insignificant slight positive effect on loyalty, satisfaction and confidence insignificant positive effect on loyalty through the mediation of commitment. the implication is that the satisfaction and confidence that is based on the commitment is not always loyal. But if the customer is committed it will be loyal . Keyword : Customer satisfaction, customer trust, customer commitment and customer loyalty