eng Science and Education Publishing Journal of Business and Management Sciences 2333-4533 2018-11-19 6 4 171 178 10.12691/jbms-6-4-5 JBMS2018645 article Saul Ronald Jacob Saleky saulsaleky@gmail.com 1 Lee Cheng Wen 2 Otto Randa Payangan 3 Jusni 3 Maat Pono 3 Doctor Candidate, Fakultas Ekonoi dan Bisnis, Universitas Hasanuddin, Makassar, Indonesia Business College, Chung Yuan Christian University, Taiwan Fakultas Ekonomi dan Bisnis, Universitas Hasanuddin, Makassar, Indonesia In the context of an increasingly competitive industry, customer loyalty is seen as a key factor in winning company. Forming a loyal customer is an important thing for company management. This article is a literature review of the factors that are the determinants of customer loyalty in the service industry. Through this article, the authors attempt to identify the various factors that are determinants of customer market share and to develop a sustainable competitive advantage. Customer��s loyalty is one key to the success in the service industry. http://pubs.sciepub.com/jbms/6/4/5/jbms-6-4-5.pdf customer loyalty satisfaction commitment trust satisfaction brand equity service quality perceived price customer perceived value