<![CDATA[Tujuan dari penelitian ini yaitu untuk menganalisis besarnya kualitas pelayanan terhadap kepuasan nasabah bankdi Bekasi.Sampel penelitian ditentukan dengan purposive sampling yaitu 100 nasabah bank di Bekasi. Dari analisi uji hipotesis dan berdasarkan hasil keluaran program statistik SPSS menunjukkan bahwa korelasi signifikan antara variabel kualitas pelayanan yang terdiri dari dimensi variabel Tangibles (bukti fisik), Reliability (kehandalan), Responsiveness (cepat tanggap), Assurance (jaminan), dan Emphaty (empati), terhadap kepuasan nasabah bank.Dengan uji ANOVA menghasilkan F hitung sebesar 57.043 dengan tingkat signifikasi 0.000 < 0.5, maka dapat disimpulkan kelima variabel kualitas pelayanan secara bersama-sama berpengaruh signifikan terhadap variabel kepuasan nasabah (Y). Dengan uji parsial (uji T) diperoleh bahwa variabel kualitas pelayanan menghasilkan nilai signifikansi lebih kecil (<) dari 0.05 dan T hitung> T tabel, sehingga hipotesis yang meyatakan bahwa Tangibles (bukti fisik), Reliability (kehandalan),Responsiveness (cepat tanggap), Assurance (jaminan), dan Emphaty (empati), berpengaruh signifikan terhadap kepuasan nasabah secara parsial diterima.Dari analisis koefisien regresi , maka persamaan regresi berganda yang terbentuk adalah : Y = 3.645 + 0.282X1 + 0.183X2 + 0.258X3 + 0.355X4 + -0.255Semoga penelitian ini bermanfaat bagi pembaca yang ingin melakukan penelitian lanjutan, industri Perbankan, dan pembaca. Kata kunci : Kualitas Pelayanan (Service Quality), Kepuasan Pelanggan(Customer Statisfaction).The purpose of this study is to analyze the quality of service to customer satisfaction bank .The research sample was determined by purposive sampling of 100 bank customers in Bekasi . From the analysis and hypothesis testing based on the statistical program SPSS output indicates that there is a significant correlation between the variable quality of service consisting of variable dimension Tangibles ( physical evidence ) , Reliability ( reliability ) , Responsiveness ( quick response ) , Assurance ( collateral ) , and Empathy ( empathy ) , to the satisfaction of bank customers .By ANOVA produce F count of 57 043 with 0.000 significance level < 0.5 , it can be concluded five service quality variables jointly significant effect on customer satisfaction variable ( Y ) .With the partial test ( t test ) showed that the variable quality of service generate significant value smaller ( < ) than 0.05 and T count> T table , so the hypothesis who stated that Tangibles ( physical evidence ) , Reliability ( reliability ) , Responsiveness ( quick response ) , assurance ( collateral ), and empathy ( empathy ) , a significant effect on customer satisfaction partially accepted .From the analysis of the regression coefficients , the multiple regression equation that is formed is : Y = 3,645 + 0.282X1 + 0.183X2 + 0.258X3 + 0.355X4 + -0255Hopefully this research useful for readers who want to do further research, the banking industry , as well as readers . Keywords : Service Quality , Customer Satisfaction.]]>
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