Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah (Survei Pada Nasabah Tabungan PT. Bank Central Asia Tbk Cabang Borobudur Malang)

The results showed statistically that the first hypothesis can be seen that the reliability of variables, Responsiveness, Collateral, Empathy and physical evidence simultaneously shown to have a significant impact on customer satisfaction. The results of the second hypothesis suggests that the independent variables, namely reliability, Responsiveness, Security / Assurance, Empathy and physical evidence tangibles partially have significant influence the Customer Satisfaction. The results of hypothesis testing third shows when variables guarantee / assurance with the largest regression coefficient (0.218), so the variable Assurance / Assurance has the highest influence / advice on Customer Satisfaction. . With the guarantee applied correctly, then this could be a factor guarantees excellence PT. Bank Central Asia Tbk, Borobudur Branch Malang