The purpose of this study is to determine the effect of service quality and complaint handling on customers’ loyalty. In this project, a sample of 100 respondents drawn using incidental sampling, and the method of collecting data in this study uses questionnaires, observation, and literature study. Before the data are analyzed to answer the three problems, it is tested using validity or reliability tests. After that the analysis of multiple linear regression, t-test, f-test and the coefficient of determination using "SPSS 16.0" are used. The results of multiple linear regression analysis showed that regression equation Y = 2.494 + 0,298X1 + 0,164X2 + e to the service quality and complaint handling on customers’ loyalty and the determination coefficient is 0.125. It means that 12.5% of customers’ loyalty is influenced by the service quality and complaint handling. According to the data analysis, it is seen that the service quality and complaint handling had a significant impact on customers’ loyalty. It is concluded that both service quality and complaint handling influenced the customers’ loyalty, dominated by service quality with coefficience score 0,298.