Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survei Pada Nasabah Kredit Program USAha Kecil Menengah / Mikro PT. Bank Jatim (Persero) Cabang Kraksaan)

The objective of research is to understand and to explain the effect of variables of the quality of service delivery such as Tangible, Dependability, Responsiveness, Assurance and Empathy simultaneously and spatially on Customer Satisfaction Rate. Research also attempts to acknowledge which one of Service Quality variables with dominant effect on Customer Satisfaction Rate. Research type is explanatory research. Sample total is 98 respondents who are the customer of Small, Middle, and Micro Work Credits Program in Bank Jatim of Kraksaan Branch. Data collection method is questionnaire. Data analysis tools are descriptive analysis and multiple linear regression. Sample collection technique is Accidental Sampling technique. Result of research indicates that Tangible, Responsiveness, Dependability, Assurance, and Empathy which are simultaneously having a significant effect on Customer Satisfaction Rate