Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan pada Bank Danamon di Surabaya

The purpose of this study is to determine whether the quality of service has a affect to customer satisfaction at Bank Danamon Surabaya. The quality of restaurant is measured through core service quality, relational service quality and tangible service quality. Customer satisfaction is measured through the awareness of Bank employees to their customers. This study using a quantitative approach and causal research. For sampling, this study using purposive sampling and analyzed using structural equation model (SEM) with AMOS 18 programs. The results of this study found that tangible service quality does not have a positive and significant impact on customer satisfaction. Rapport has a positive and significant impact on customer satisfaction. So, if the Bank notices and improves the tangible service quality, the rapport will be formed and customer satisfaction will be created. Thus, the results of the study support the concept of the theory about the impact of service quality to customer satisfaction