effect of bank commitment, bank communication and handling customer complaint on customer loyalty through customer satisfaction at pt bank central asia tbk of mojopahit mojokerto sub-branch office

this research aims to analyze the effect of bank commitment, bank communication, and handling customer complaint on customer loyalty through customer satisfaction. this is a correlational research that uses a quantitative approach by applying sem (structural equation model) analysis. the research sampling used a purposive sampling technique that obtained 165 samples from customers. the results of this research include: 1) cr value between bank commitment and customer satisfaction is 3.469; 2) the cr value between bank commitment and customer loyalty is 2017; 3) the cr value between bank communication and customer satisfaction is 3.318; 4) cr value between bank communication and customer loyalty is 2.494; 5) cr value between handling customer complaint and customer satisfaction is 2.322; 6) cr value between handling customer complaint and customer loyalty is 2.365; 7) cr value between customer satisfaction and customer loyalty is 2.414; 8) the estimate value of direct effect of bank commitment on customer loyalty is 0.193; 9) the estimate value of direct effect of bank communication on customer loyalty is 0.251; 10 the estimate value of direct effect of handling customer complaint on customer loyalty is 0.224. the conclusion of this research is that all variables have significant effect.