Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah PT. Bank Mega (Persero) Cabang Ambon

The banking industry has a vital role in the national economy. In order to perform its role well, the banks are required to be able to provide quality services, to create satisfaction for its customers. This study aims to examine and analyze the impact of service quality dimensions consisting of tangibles, reliability, responsiveness, assurance, and empathy for customer of PT Bank Mega (Persero) Ambon Branch’s satisfaction. The data was collected using interview, observation, literature study and questionnaire. Furthermore, data processing using SPSS 21 with multiple regression analysis techniques to test the effect of each dimension of service quality on customer satisfaction PT Bank Mega (Persero) Ambon Branch. The analysis results showed that all dimensions of service quality that is tangible, reliability, responsiveness, assurance, and empathy have a significant impact on customer of PT Bank Mega (Persero) Ambon Branch’s satisfaction. Then, from the fifth dimension of the service quality, empathy has more dominant influence on customer of PT Bank Mega (Persero) Ambon Branch’s satisfaction.Keywords: physical evidence, reliability, responsiveness, assurance, empathy, customer satisfactio