Analisis pengaruh faktor-faktor kualitas pelayanan terhadap kepuasan konsumen di perusahaan pembiayaan PT. Mitsui Leasing cabang Surabaya

The researcher is highly interested in many different opinions among some experts about the influence of service quality and customer satisfaction. Thus, the aims of the this research is to test the influence of service quality in establishing customer satisfaction. This study use theoretical approach of service marketing management focusing on service quality to find solution the problems faced by PT. Mitsui Leasing, Surabaya Branch. This study is a quantitative survey. The independent variables are responsiveness, reliability, assurance, empathy, tangible, and the dependent variable is customer satisfaction. The statistical analysis uses multiple linear regression, and the statistic calculation is assisted by Excel and Minitab. The finding of descriptive analysis show that the level of service quality of PT. Mitsui Leasing, Surabaya Branch both totally and per dimension of service quality was in "high" category. The results indicates that regressions coefficient of interaction in PT. Mitsui Leasing is positive and significant (P≤0,05). The value of R2 as 0,9899. Based on the result of the study showed that each independent variable reliability, responsiveness, assurance, emphaty simultaneously and significantly affect dependent variable customer satisfaction. The result of study gave implication that in deciding the policy to improve customer satisfaction, The chief of PT. Mitsui Leasing, Surabaya Branch was hoped to pay attention to the service quality, because per dimensions of service quality influenced positively and significantly to the customer satisfaction