scholarly journals Pengaruh Kualitas Pelayanan Perbankan Syariah Terhadap Kepuasaan Nasabah

El Dinar ◽  
2018 ◽  
Vol 4 (2) ◽  
pp. 161
Author(s):  
Zaim Mukaffi Mukaffi ◽  
Ahmad Sidi Pratomo ◽  
Muhammad Nanang Choiruddin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Result ◽  
T Test ◽  
Islamic Banking ◽  
F Test ◽  
Regression Test ◽  
The City ◽  
Dominant Influence

<p>The research aims to; analyze whether the variable partial effect of service quality on customer satisfaction on Islamic Banking in Malang, determine and analyze whether the variable service quality simultaneously influence on customer satisfaction on Islamic Banking in Malang, knowing which variables among the service variable most dominant influence on on customer satisfaction on Islamic Banking in Malang. Analysis of the data in this study using multiple linear regression test subsequently used the F test, T and dominant to see the effect of each.</p><p>The research result indicate that the value of F-test (3.722)&gt; F table (2.437) this indicates that variable tangibles, reliability, responsiveness, assurance, and empathy simultaneously (together) effect on customer satisfaction. While the partial test for tangibles variable (X1) where t test (1232)&gt; t table (2,571) this indicates that tangibles no effect on customer sataisfaction. For reliability (X2), t test (3428)&gt; t table (2571), that effect the reliability of customer satisfaction. For variable responsiveness (X3), t test (-.390)&gt; t table (2,571) responsiveness no effect on customer satisfaction. To guarantee (X4), t test (0.549)&gt; t table (2,571), variable warranty does not effect the customer satisfaction. For variable empathy (X5) regression coefficient of -0103, the t test (-0667)&gt; t table (2,571) and a variable empathy has no effect on customer satisfaction. While the dominant variable in yhe quality of services that effect customer satisfaction in the city of Malang Islamic Banking is variable Assurance (X$) with a contribution of 51%.</p>

scholarly journals PENGARUH KUALITAS PELAYANAN PADA KEPUASAN PELANGGAN MABAR & GAME COFFEE

J-IKA ◽  
2021 ◽  
Vol 8 (2) ◽  
pp. 152-160
Author(s):  
Rosiana Andhikasari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Organizational Management ◽  
T Test ◽  
F Test ◽  
Relationship Patterns ◽  
Physical Identity ◽  
Quality Of Results

ABSTRAKBisnis kuliner berupa café yang menjamur saat ini membuat para pemilik usaha berfikir keras untuk membuat café miliknya berbeda dengan yang lain sehingga dapat menarik minat pelanggan untuk datang, salah satunya pada Mabar & Game Coffee. Peneliti ingin melihat apakah ada pengaruh antara kualitas pelayanan pada kepuasan pelanggan di Mabar & Game Coffee. Penelitian ini memakai metode penelitian kuantitatif deskriptif dengan variabel X terdiri dari, variabel  X1 adalah identitas fisik, variabel X3 adalah manajemen organisasi, variabel X2 adalah identitas non fisik, variabel X5 adalah aktivitas dan pola hubungan, variabel X4 adalah kualitas hasil, dan variabel Y adalah kepuasan pelanggan. Teknik analisis data yang digunakan yaitu regresi linier berganda, penghitungan hipotesis menggunakan uji F dan uji t dimana uji F adalah untuk mengetahui pengaruh simultan antara variable X ke Y, sedangkan uji t untuk mengetahui pengaruh secara parsial dari variable X ke Y. dari hasil penghitungan menggunakan SPSS, didapatkan hasil bahwa variable X yang terdiri dari identitas fisik, aktivitas dan pola hubungan, kualitas hasil, manajemen organisasi, identitas non fisik memiliki pengaruh secara simultan terhadap variabel Y yaitu kepuasan pelanggan. Sedangkan dari penghitungan menggunakan uji T ditemukan bahwa identitas non fisik merupakan variabel yang paling dominan, sehingga menurut pelanggan, identitas non fisik yang dimiliki oleh Mabar & Game Coffee sangat mempengaruhi kepuasan mereka.Kata kunci: kualitas pelayanan, kepuasan pelanggan, cafe ABSTRACTThe culinary business in the form of a cafe that is mushrooming at this time makes business owners think hard to make their café different from the others so that it can attract customers to come, one of which is Mabar & Game Coffee. Researchers want to see if there is an influence between service quality on customer satisfaction at Mabar & Game Coffee. This research uses descriptive quantitative research method with variable X consisting of, variable X1 is physical identity, variable X3 is organizational management, variable X2 is non-physical identity, variable X5 is activity and relationship patterns, variable X4 is quality of results, and variable Y is customer satisfaction. The data analysis technique used is multiple linear regression, calculating the hypothesis using the F test and t test where the F test is to determine the simultaneous effect between the X to Y variables, while the t test is to determine the partial effect of the X to Y variables. SPSS, it was found that variable X which consists of physical identity, non-physical identity, organizational management, quality of results, activities and relationship patterns have a simultaneous influence on variable Y, namely customer satisfaction. Meanwhile, from the calculation using the T test, it was found that non-physical identity is the most dominant variable, so that according to customers, Mabar & Game Coffee's non-physical identity greatly affects their satisfaction.Keywords: service quality, customer satisfaction, cafe

scholarly journals Analisis Service Quality terhadap Kepuasan Pelanggan pada PDAM Kota Surabaya

2018 ◽  
Vol 2 (1) ◽  
pp. 42
Author(s):  
NYOMAN SUDAPET
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Gap Analysis ◽  
Simple Random Sampling ◽  
T Test ◽  
Confidential Interval ◽  
Normality Test ◽  
Quality Dimension ◽  
Regression Test

Objective of this research is to analysis the affect of responsiveness, assurance, tangible, empathy and reliability due to Surabaya PDAM consumer's satisfaction. The sample observed was all of the Surabaya PDAM customers at about 60 respondents, with simple random sampling. Measurement device used to measure service quality is gap analysts, multiple regression, T-test, F-test, determination coefficients, normality test, multicoliniarity test and heterokedastisity test. Based on gap analysis results, the dimension of responsiveness and empathy are having a positive gap, means that the service quality of Surabaya PDAM is already meet the customers satisfaction, but in the insurance, tangible and reliability are having negative gap, means that customers hope due to the service of Surabaya PDAM is higher than service accepted by the customers, from the quality service dimension regression test that is responsiveness, assurance, tangible, empathy, and reliability are having positive significant effect on customer satisfaction of Surabaya PDAM showed that hypothesis with the biggest affection is responsiveness variable, then empathy, tangible, assurance, and reliability, from T-test it was obtained responsiveness variables, empathy with significant number at 1% and assurance, tangible, reliability, are significant at 5%, fount = 19.140 with confidential interval 99% or n= 0,01 by entering service quality variable, this model is fit. Determination coefficient number showed 63,9% customer satisfaction variable variation can be explained by the variable from service quality dimension. Classical assumption test showed that data range is normal and do not showed multicolinearity and heterokedastisity test

scholarly journals PENGARUH LOKASI, KUALITAS PELAYANAN, FASILITAS DAN SUASANA LINGKUNGAN TERHADAP KEPUASAN PENGUNJUNG KEBUN RAYA BOGOR

2019 ◽  
Vol 15 (1) ◽  
pp. 47-55
Author(s):  
Rizal Bakti ◽  
Nadya Oktafiani
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
T Test ◽  
Tourist Attraction ◽  
Location Service ◽  
Botanical Gardens ◽  
Visitor Satisfaction ◽  
Regression Test ◽  
The City

Bogor Botanical Gardens is a natural tourist attraction in the city of Bogor which has a variety ofex-situ plants as its appeal. The number of domestic and foreign tourists visiting the BogorBotanical Gardens experienced a fluctuating development, It’s expected to improve the quality andquality of services and facilities that remain to be maintained.The result of regression test showsthat 75,1% of visitor satisfaction factors can be explained by location, service quality, facilities, andvisitor's ambience while the rest 24,9% is explained by other factors not examined in this research.While the result of F test shows that simultaneously location variable, service quality, facility, andvisitor atmosphere simultaneously have positive and significant effect to visitor satisfaction withresult of analysis that is Fcount = 75,460> Ftabel = 2,460. The result of T test shows that the locationvariable shows the result of analysis tcount(2.044), quality of service ttable (2,236), ttable facility (2,678)and transient environment (3,036) where ttable (1,985), partially all variable have positive andsignificant effect to satisfaction Visitors Bogor Botanical Garden.The variables that dominate thevisitor satisfaction of Bogor Botanical Gardens are the environment of atmosphere.

scholarly journals PENGARUH KUALITAS PELAYANAN DI ERA BPJS TERHADAP KEPUASAN PASIEN RAWAT JALAN PADA POLIKLINIK MATA (Studi Kasus pada Rumah Sakit Bhayangkara Semarang)

2020 ◽  
Vol 2 (1) ◽  
pp. 1
Author(s):  
Lala Irviana Isyoto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Population Sample ◽  
Sampling Technique ◽  
T Test ◽  
Test Results ◽  
F Test ◽  
Independent Variables ◽  
Dominant Influence

Abstract: This study aims to clarify and determine the influce of service quality on customer satisfaction together and partial as well as to determine which variable are dominant influence on customer satisfaction at Bhayangkara Hospital Semarang (Opthamologist policlinic). The independent variables used in this study are reliability, responsiveness, confidence, empathy, and tangible. Dependent variable in this study is the customer satisfaction. This research was conducted at Bhayangkara Hospital Semarang (Opthamologist policlinic) . The population sample used is patients at Bhayangkara Hospital Semarang (Opthamologist policlinic). The sampling technique use Accidental Sampling. The sample used in this study amounted to 80 patients as respondents. Based on the F test results was showed that F Sig  0,000<0,005, which means the Service Quality which consists of reliability, responsiveness, confidence, empathy, and tangible have a significant influence on customer satisfaction. Based on the t results showed that the variables of reliability, responsiveness, confidence, empathy, and tangible significantly influence customer satisfaction. T test results also showed that the empathy (X4) variable have had the most powerfull effect compared with other variables, so the emphaty (X4) variable have the dominant influence on the customer satisfaction (patients).Keyword: Service Quality, Customer Satisfaction.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Perbankan Syariah

2019 ◽  
Vol 3 (1) ◽  
pp. 98-105
Author(s):  
Zulfadli Hamzah ◽  
Astri Ayu Purwati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Research Method ◽  
Positive Development ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Physical Evidence ◽  
The City ◽  
Positive Effect

In the last few years, Islamic banking in Indonesia has shown a positive development which is shown through the addition of Islamic banks in Indonesia. To increase its market share, Islamic banking needs to analyze what factors influence the community to be willing to become customers in Islamic banks, one of which is through service quality. This study aims to examine the effect of service quality on customer satisfaction of Islamic banks in the city of Pekanbaru. The research method used is multiple regression analysis where the sample used in this study was 200 customers. The results showed that overall dimensions of service quality have a significant positive effect on customer satisfaction, which means that the better the quality of service starting from physical evidence, responsive data, reliability, assurance and empathy provided by Islamic Banking will be able to increase customer satisfaction and vice versa. Keyword : Service Quality, Satisfaction, Syaria Bank

scholarly journals The Effect of Service Quality, Price Perception, and Brand Image on Feeling Value, and Customer Satisfaction at Dian Husada Mojokerto Hospital

2021 ◽  
Vol 8 (1) ◽  
pp. 71-80
Author(s):  
Indarwati ◽  
Ida Bagus Cempena ◽  
Ida Bagus Udayana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Linear Regression Analysis ◽  
Perceived Value ◽  
T Test ◽  
Test Reliability ◽  
F Test ◽  
Perceived Service Quality ◽  
Price Perception

This study aims to determine the effect of service quality, perceived brand image price and perceived value on consumer satisfaction at Dian Husada Hospital, Mojokerto. The hypothesis in this study is that there is a partial effect of service quality on price perceptions on perceived value and service quality. And there is a significant effect of perceived service quality, price, brand image and perceived value simultaneously affect customer satisfaction at Dian Husada Hospital in Mojokerto. The population used in this study were 100 consumers at Dian Husada Hospital Mojokerto. The data analysis technique used is validity test, reliability test, classical assumption test, descriptive analysis, multiple linear regression analysis, multiple determination analysis, correlation coefficient analysis. The hypothesis test used is the F test and t test. Based on the t test results of Path Sub-Structure 1, service quality, price perception and brand image has a partial effect on perceived value. Based on the results of the t test Sub-Structure 2, the perceived service quality of price and value has a partial effect on service quality and brand image has no partial effect on customer satisfaction; Based on the results of the study of the F-Test Sub-Structure 1, the Sig. <0.05 is 0.000 <0.005, so the variables of Service Quality, Price Perception, and Brand Image have a significant influence on the Perceived Value. And based on the results of the study of the F-Test Sub-Structure Path 2, the value of Sig. <0.05 is 0.000 <0.005, so that the variables of Service Quality, Price Perception, Brand Image.

scholarly journals Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah di Bank Muamalat Indonesia Kantor Cabang Yogyakarta

2019 ◽  
Vol 2 (1) ◽  
pp. 136
Author(s):  
Annas Syams Rizal Fahmi ◽  
Faridl Noor Hilal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
T Test ◽  
Good Communication ◽  
Branch Office ◽  
Positive Effect ◽  
Customer Satisfaction And Loyalty

Abstract: Based on the t test, the Service Quality variable influences Customer Satisfaction at the Bank Muamalat Indonesia Branch Office in Yogyakarta, which can be indicated by tcount greater than t table (1,981> 1,290). And in the results of this study, researchers can conclude that the above indicators have been reached by the Bank Muamalat Indonesia Branch Office in Yogyakarta, with the result that the level of quality of services provided by the Bank can be called satisfactory. One of the factors that influence satisfaction is empathy which includes ease of relationship, good communication, personal attention and understanding customer needs. Based on the t test shows that tcount is greater than t table (2,188> 1,290), meaning that the service quality variable has a significant positive effect on the variable customer loyalty. In this study, researchers found results that t count is greater than t table where this indicates that Service Quality has a positive effect on customer loyalty. The researcher in this study concluded the results that Service Quality has a very important influence on Customer Satisfaction and Customer Loyalty (Customer Satisfaction And Loyalty), especially in a case study at Bank Muamalat Indonesia, Yogyakarta Branch Office. الملخص: استنادًا إلى اختبار t ، يؤثر متغير جودة الخدمة على رضا العملاء في المكتب الفرعي لبنك معاملة إندونيسيا في يوجياكارتا ، والذي يمكن الإشارة إليه بحساب أكبر من عدد t الجدولي (1،981> 1،290). وفي نتائج هذه الدراسة ، يمكن للباحث أن يستنتج أن المؤشرات المذكورة أعلاه قد تم الوصول إليها من قبل مكتب فرع بنك معاملة إندونيسيا  مكتب فرع يوجياكارتا ، مما أدى إلى أن مستوى جودة الخدمات التي يقدمها البنك يمكن أن يُعتبر مرضيا. أحد العوامل التي تؤثر على الرضا هو التعاطف الذي يتضمن سهولة العلاقة والتواصل الجيد والاهتمام الشخصي وفهم احتياجات العملاء. بناءً على اختبار t ، يظهر أن عدد t الحسابي أكبر من عدد t الجدولي (2،188> 1،290) ، مما يعني أن متغير جودة الخدمة له تأثير إيجابي كبير على ولاء العملاء المتغير. في هذه الدراسة ، وجد الباحث نتائج تشير إلى أن عدد t الحسابي أكبر من عدد t الجدولي حيث يشير هذا إلى أن جودة الخدمة لها تأثير إيجابي على ولاء العملاء. خلص الباحث في هذه الدراسة إلى نتائج مفادها أن جودة الخدمة لها تأثير مهم على رضا العملاء وولاء العملاء (رضا العملاء وولائهم) ، وخاصة في دراسة حالة في بنك معاملة إندونيسيا ، مكتب فرع  يوجياكارتا. Abstrak: Berdasarkan uji t, variabel Kualitas Layanan mempengaruhi Kepuasan Pelanggan di Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, yang dapat ditunjukkan oleh t hitung lebih besar dari t tabel (1,981> 1,290). Dan dalam hasil penelitian ini, peneliti dapat menyimpulkan bahwa indikator di atas telah dicapai oleh Kantor Cabang Bank Muamalat Indonesia di Yogyakarta, dengan hasil bahwa tingkat kualitas layanan yang diberikan oleh Bank dapat disebut memuaskan. Salah satu faktor yang mempengaruhi kepuasan adalah empati yang meliputi kemudahan dalam hubungan, komunikasi yang baik, perhatian pribadi dan pemahaman kebutuhan pelanggan. Berdasarkan uji t menunjukkan bahwa thitung lebih besar dari ttabel (2,188> 1,290), artinya variabel kualitas layanan berpengaruh positif signifikan terhadap variabel loyalitas pelanggan. Dalam penelitian ini, peneliti menemukan hasil bahwa t hitung lebih besar dari t tabel di mana ini menunjukkan bahwa Kualitas Layanan memiliki efek positif terhadap loyalitas pelanggan. Peneliti dalam penelitian ini menyimpulkan hasil bahwa Kualitas Layanan memiliki pengaruh yang sangat penting pada Kepuasan Pelanggan dan Loyalitas Pelanggan (Kepuasan Pelanggan dan Loyalitas), terutama dalam studi kasus di Bank Muamalat Indonesia, Kantor Cabang Yogyakarta.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP KEPUASAN PELANGGAN PADA ROLAG CAFE DIPONEGORO SURABAYA

2018 ◽  
Vol 5 (01) ◽  
Author(s):  
Nano Gunawan ◽  
Chandra Kartika
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Sampling Method ◽  
Linear Analysis ◽  
T Test ◽  
Research Model ◽  
Analysis Method ◽  
F Test

This research is meant to examine the influence of service quality, price, and place to thecustomer satisfaction at Cafe Rolag Diponegoro Surabaya. The population of thisresearch is all customers who have ever visited at Cafe Rolag Diponegoro Surabaya. Theresearch samples has been obtained by using accidental sampling method. In according tothe predetermined criteria 100 respondents who have ever visited Cafe Rolag DiponegoroSurabaya have been selected as samples. The analysis method has been carried out byusing multiple linear analysis with SPSS application .The result of the model feasibilitytest which has been done by using F test has concluded that the research model is feasibleto be used for the following analysis. Meanwhile the result of hypothesis t test (partial)shows that service quality has significant influence to the customer satisfaction.And placehas significant influence to the customer satisfaction.Keywords: Service quality, place, and customer satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP KEPUASAN KONSUMEN PADA CV. NETRAL KECAMATAN RENGAT KABUPATEN INDRAGIRI HULU

2019 ◽  
Vol 10 (3) ◽  
pp. 324-332
Author(s):  
Kurnia Dewi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Correlation Coefficient ◽  
Consumer Satisfaction ◽  
Quantitative Methods ◽  
T Test ◽  
F Test ◽  
Independent Variable

This research is on CV. Netral Rengat District, Indragiri Hulu Regency. The purpose of this research is to know the effect of service quality and price simultaneously on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of service quality partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency; To find out the effect of prices partially on customer satisfaction on CV. Neutral Rengat District, Indragiri Hulu Regency. The population in this study are all consumers who use the services of CV. Neutral Rengat Subdistrict, Indragiri Hulu Regency which is infinite in number, where visitors are teenagers to adults, the population used is 24,057 people. While the sample in this study amounted to 100 people with a nonprobability sampling technique. Thisr research used quantitative methods, namely by multiple linear regression, correlation coefficient and determination, and F test and t test. Based on the results of the research and discussion, some conclusions can be drawn as follows: From the quantitative calculations obtained using the multiple linear regression equation Y = a + b1X1 + b2X2 obtained Y = 3.808 + 0.238 X1 + 0.528 X2, namely the constant coefficient value (a) amounting to 3.808 this means that if the value of service quality (X1) and price (X2) equals zero, then the level or amount of customer satisfaction (Y) is equal to 3.808. The coefficient value of X1 = 0.238 means that if the service quality (X1) rises by one unit, while the price variable (X2) remains, customer satisfaction (Y) will increase by 0.238 and vice versa if the service quality (X1) decreases by one unit, while the price variable (X2) remains, consumer satisfaction (Y) will decrease by 0,238. The coefficient value of X2 = 0.528 explains that if the price (X2) rises by one unit, while the service quality variable (X1) remains, the level of customer satisfaction (Y) will increase by 0.528 and if the price (X2) falls by one unit, while the service quality variable (X1) remains that consumer satisfaction (Y) will decrease by 0.528. Multiple linear correlation coefficient (R) that is 0.885 means that the relationship that has a very high correlation between service quality and price to customer satisfaction is 0.885. The coefficient of determination (R2) is 0.783, meaning that customer satisfaction can be explained by variations in changes in the independent variable (service quality and price) of 78.3%, while the remaining 21.7% is explained by other variables outside the research. Based on the results of the F test, the calculated F value is 175,051 with a significant level of 0,000. While Ftable at 100% (0.05) is 3.09. In both calculations, F count> Ftable is 175,051> 3,09. This means that Ho is rejected and Ha is accepted, meaning that simultaneously service quality and price have a significant effect on customer satisfaction. Based on the results of the t test obtained the value of tcount X1> t table = 2.101> 1.98447 so that Ho is rejected and Ha is accepted, which means the independent variable (X1) service quality partially has a significant effect on the variable customer satisfaction (Y). Furthermore, the value of tcount X2> t table = 4.268> 1.98447 so that Ho is rejected and Ha is accepted, which means that the independent variable (X2) price partially has a significant effect on the variable customer satisfaction (Y).

scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA RUMAH MAKAN KOBER MIE SETAN DI SURABAYA

2016 ◽  
Vol 1 (1) ◽  
Author(s):  
Achmad Effendy ◽  
Annisa Putriyana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Research Result ◽  
Multiple Linear Regression Model ◽  
Multiple Correlation Coefficient ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The problems of this study are partial and simultaneous Is factors of service quality dimensions that include tangibles, reliability, responsiveness, assurance and empathy have a significant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? And which variables are the most dominant influence on consumer satisfaction at Kober Noodle Eating Satan in Surabaya? Based on the research results, obtained the following regression equation: Y = 4.170 + 0.249 + 0.008 X1 + 0.346 X2 + 0,115 X3 X5 + X4 + 0.123 EThe results showed that there was a significant effect of the variable quality of services that include tangibles, reliability, responsiveness, assurance, and empathy towards customer satisfaction, it is proved by the test value F where significant value of 0.000. The research result t test showed there are three variables were not significant and the other two significant. Of the acquisition value equation of multiple linear regression model all variables showed a positive coefficient that shows the influence of service quality to customer satisfaction. Keofisien of determination of 0.377, which means that 37.7% variable tangibles, reliability, responsiveness, assurance, and empathy affect customer satisfaction, while 62.3% is influenced by other variables not studied like promotions and product quality. Based on the results of the Multiple Correlation Coefficient unknown value R of 0.614, indicating that the proportion of the relationship between tangibles, reliability, responsiveness, assurance, and empathy to customer satisfaction is very strong and positive at 61.4% and the remaining 38.6% influenced by unobserved variables the results showed that the variable responsiveness is the dominant variable with a beta value of 0.344.Keywords: tangible, reliability, responsiveness, assurance, empathy, customer satisfaction.

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