Authors : Hendrik Gunawan, Johan Hendri Prasetyo

Volume/Issue : Volume 5 - 2020, Issue 3 - March

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/3dm8A7g

Abstract : The aim of this research was to find out the quality of service factors which includes physical evidence (tangibles), reliability, responsiveness, assurance and attention (empathy). The customer satisfaction which includes cognitive component (cognitive), affective component (affective) and conative component (conative); and the influence of service quality (as variable x) on customer satisfaction (as variable y) at Bank XYZ Gajah Mada Branch Office in West Jakarta. The research method that have been used in this research was an associative qualitative method while the quantitative data processing techniques Exerted a statistical analysis. The population and sample of this research recently were 400 customers of Bank XYZ at the West Jakarta Gajah Mada Branch Office and the filtered sample used the Slovin formula (10%)and get result of 80 respondents. The results showed that there was a significant influence between service quality on customer satisfaction at XYZ Bank Gajah Mada Branch Office in West Jakarta.

Keywords : Service Quality, Customer Satisfaction.