Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah (Studi Empiris Pada Nasabah PT. BPR Sabar Artha Prima)

This study aims to analyze the influence of service quality consisting of tangible, reliability, responsiveness, assurance and empathy towards customer satisfaction. The population in this study all customers of PT. BPR Sabar Artha Prima. Sampling technique using purposive sampling with a sample of 100 respondents. The data collection tool uses questionnaires. Data analysis using multiple linear regression. The result of analysis shows that partially variable of tangible, reliability, and responsiveness significant effect towards customer satisfaction. While the variables of assurance and empathy not significant effect on customer satisfaction. For further research need to add other dimensions that affect customer satisfaction such as access, comunications, and others