This Study aims to measure the influences of satisfaction, complain handling, image and communication on costumer loyalty toward PT. BRI (Persero) Tbk. Branch Banda Aceh.The subjects in this study were costumer PT. BRI (Persero) Tbk. Branch Banda Aceh .The number of consumer in this study was 100 respondents. The data used in this study was quantitative data obtained by the distribution of the questionare (survey) to 100respondents conducted using the convenience sampling method. This study used multiple linear regressions with the aid of the SPSS 16.0 computer program. Hipothesis testing was done by usingstatiscal testing, that is partial (t-test) and simultaneous (Ftest), with asignificance level (?) of 5%.The results showed that the independent variables consisting of the variablessatisfaction(X1),complain handling (X2), image (X3), and communication (X4)affect intention to customer loyalty toward PT. BRI (Persero) Tbk. Branch Banda Aceh , both partially (t-test) and simultaneously (F test).Research hiphothes accepted.

Kepuasan, Keluhan, Citra, Komunikasi, Loyalitas, Nasabah

2014

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