The telecommunications industry has a strategic role in increasing the economic growth, creating jobs and improving the community welfare. The telecommunications industry could increase the economic growth by providing the infrastructure needed for business activities and marketing. The rapid development of technology, the wide rach of internet services, and the increasingly cheap prices of gadgets for access to cyberspace have made internet users grow quite rapidly. The internet is like the center of attention for Indonesian people, so having an internet connection is a basic thing to have. This can cause cellular operator companies to compete with each other, so that customers continue to use the products offered by these companies. Therefore, this research aims to identify and anlyze the factors that influence the customer loyalty of cellular operator companies in Indonesia.This research variables include exogenous variables consisting of brand credibility and conflict handling with customer satisfaction as the intermediary variable and customer loyalty as the dependant variable. This research used 200 respondent who were cellular operator users in the Jakarta, Bekasi and Depok area. The selection of respondents used a non-probability sampling approach with the acciendtal sampling method. Data processing techniques use PLS software version 3.0.The results of this research show that brand credibilitya and conflict handling directly influence customer satisfaction. Customer satisfaction has a positive and significant effect on the customer loyalty of cellular operator companies in Indonesia.

Customer Loyalty

Customer Satisfaction

Conflict Handling

Brand Credibility