Pengaruh Kualitas Layanan dan Penanganan Keluhan Terhadap Kepuasan Nasabah Kredit PT Bpr Danamitra Surya di Surabaya

This research objective was to determine and analyze affect of quality of services to customer’s satisfaction, to determine and analyze affect of handling complains to customer’s satisfaction, and to determine and analyze affect of quality services and handling complains simultaneously to customer’s satisfaction at PT BPR Danamitra Surya in Surabaya. This research was used 106 respondents as sample. Sample was taken by using purposive sampling method. The method of analysis was used multiple linear regression test. The results of F-test showed that handling complains and quality of services variables simultaneously affect insignificant to customer’s satisfaction and model isn’t fit. The results of t-test showed that quality of services and handling complains affect insignificant to customer’s satisfaction. Keywords : quality of services, handling complains, customer’s satisfactio