Kio Rana Sausan, Silfa Amalia, Riska Wahyu Romadhonia
In economic life, the role of the business world, especially the financial and banking industry, is increasingly changing very rapidly. This is due to increasingly tight competition in the banking world, thus encouraging banking business developers to develop creative ideas and strategies in creating new innovations to achieve customer satisfaction. To maintain and increase its customers, banks need to maintain the quality of their services. This research aims to determine and analyze the influence of service quality on customer satisfaction at Bank BTN Lidah Wetan Surabaya Sub-branch Office. Data was obtained through a survey by distributing questionnaires to 100 customers. The sampling technique used was convenience sampling, while the analysis method used was multiple linear regression. The research results show that partially there are two independent variables (X) that have a significant effect on the dependent variable (Y), namely Assurance (X4) and Empathy (X5) where the tvalue are 2.654 and 2.844 respectivelywhich are greater than ttable = 1.986. Meanwhile, simultaneously, the variables Tangibles (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) influence customer satisfaction (Y) with a fvalue = 11.191 which is greater thanftable = 2.31. The dominant variable that has the most influence on Bank BTN Lidah Wetan Surabaya Sub-branch Office Customer Satisfaction is the Empathy Variable with a large regression coefficient of 0.073 compared to other variables. © 2025 Author(s).
Mathematics Study Program, Universitas Negeri Surabaya, Surabaya, Indonesia
