PENGARUH CITRA PERUSAHAAN (CORPORATE IMAGE) DAN PENANGANAN KELUHAN (COMPLAINT HANDLING) TERHADAP LOYALITAS PELANGGAN (LOYALITY) NATASHA SKIN CARE DI KOTA PADANG

This research was conducted at Natasha Skin Care Branch of Padang. The purpose of this research are: 1) To know the influence of corporate image to customer loyalty in Natasha Skin Care, 2) To know the effect of complaint handling to customer loyalty in Natasha Skin Care. The type of this research is qualitative research. The object of this research is Natasha Skin Care Branch of Padang. Data analysis method used is descriptive analysis and multiple linear regression analysis. Based on the result of the research, the conclusion is as follows: 1), Corporate Image has an effect on loyalty of Natasha Skin Care Padang customer because the significance level is 0,000 smaller than the significant level 0,05 (Sig 0,000 <0,05), it can be concluded that the image company partially influence to customer loyalty Natasha Skin Care Padang (H1 accepted). 2), Complaint handling has negative and significant effect on customer loyalty Natasha Skin Care Padang because of the significance level 0.000 smaller than level of significant 0,05 (Sig 0,000 <0,05), hence can be concluded that complaint handling have negative and significant effect partially to customer loyalty Natasha Skin Care Padang (H2 accepted).