The aim of this research is to recognize how far the impact of quality of service variables which are consist of tangibility, reliability, responsiveness, assurance, and empathy on customer satisfaction and which of the amongst variables has the most influence on customer satisfaction at PT. BSSB MMB. This study used observation method and data were collected by using questionnaires distributed to 100 respondents who are customers of PT BSSB MMB. Descriptive analysis and multiple linear regression analysis were used as methods of analysis. The result of analysis shows that the variables of quality of service which consisting of tangibility, reliability, responsiveness, assurance, and empathy have a significant effect on customer satisfaction at PT BSSB MMB; and of those variables, responsiveness variable has greatest influence on customer satisfaction at PT BSSB MMB.
Volume 12 | Issue 5
Pages: 440-448
DOI: 10.5373/JARDCS/V12I5/20201958