Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah (Survei Pada Nasabah PT. Bank Pembangunan Daerah Jawa Timur Cabang Pasuruan)

Result of research indicates that the variables of tangibility, dependability, ;, assurance and empathy, are simultaneously influencing satisfaction rate of customers. It is shown by F test > F table or 46.690 > 2.274 at Sig.F (0.000) < a = 0.05, and thus, the result is significant. The variables with partial, positive and significant influence are tangibility, responsiveness, assurance and empathy. The variable of dependability has positive influence but not significant. The variable with the most dominant effect is empathy