@thesis{thesis,
		author={PRIANTONI  MERLINDA YUDIS},
		title ={PENGARUH KEPERCAYAAN, KOMITMEN, KOMUNIKASI,
PENANGANAN MASALAH DAN KEPUASAN TERHADAP
LOYALITAS PELANGGAN MATAHARI
DEPARTEMENT STORE
DI SURABAYA},
		year={2014},
		url={http://eprints.perbanas.ac.id/156/},
		abstract={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.}
		}