PENGARUH KEPUASAN PELANGGAN TERHADAP KEPERCAYAAN, LOYALITAS DAN PEMBELIAN ULANG PADA PELANGGAN KOSMETIK CANTIK DI SURABAYA

Nowadays many industries have developed to fulfill costumer’s needs. One from many of the industries is cosmetic industries. Many of cosmetics industries in Indonesia make every industry pay more attention and focus on giving the best services and the best solution so they can fulfill costumers need. This study aims to analyze the influence of costumer’s satisfaction toward costumer trust; customer loyalty and costumer repurchase intention for cosmetics costumer in Surabaya. Data used in this study is 120 respondent using questionnaires as the media and data processed by using AMOS 18.0 and SEM as the analysis tools. This study finds that customers satisfaction have a positive and significant impact toward customer trust. Customer satisfaction has a positive and significant impact toward customer loyalty. Costumer trust has a positive and significant impact toward customer loyalty and customer loyalty have a positive and significant impact toward costumer repurchase intention in Surabaya Keywords: cosmetic industry, costumer trust, customer loyalty, costumer repurchase intention, customer satisfactio