PENGARUH KOMUNIKASI, PENANGANAN MASALAH, KEPERCAYAAN, KEPUASAN, DAN KOMITMEN TERHADAP LOYALITAS NASABAH BANK PRIMA MASTER DI SURABAYA

Recently, marketing paradigm has shifted, not only created the transaction to achieve marketing success, but maintained a relationship with a customer for a long period in order to obtain long-term success. This study is a replication of previous study conducted by Ndubisi (2007). The objective of this study is to to examine the effect of relationship marketing strategy consisting of five variables, namely: communication,conflict handling, trust, statisfaction, and commitment toward customer loyalty. The results of this study indicate that conflict handling has significantly effect on customer loyalty. The implication of this research is bank should improve it’s ability to handle of conflict during delivering services. Key words : Communication, Conflict Handling, Trust, Satisfaction, Commitment, And Customer Loyalty