THE EFFECT OF  SERVICE  QUALITY OF CUSTOMER SERVICE  TO CUSTOMER  SATISFACTION IN ASIAN CENTRAL BANK OF TANJUNG PRIOK BRANCH OF  NORTH  JAKARTA

This research uses a quantitative approach, and the analysis used is simple linear regression. The

sampling technique used was Purposive Sampling by selecting respondents with certain considerations, namely:

The number of respondents taken in this study were 100 respondents of Bank BCA customers in Tanjung Priok

Jakarta Branch. Based on the results of this study, it proves that an R value of R = 0.786 means that there is a

positive and strong relationship between Customer Service Services and BCA Customer Satisfaction. This gives

an indication that service quality affects Customer Satisfaction Based on the calculation of the Determination

Coefficient (KD) the results obtained 61.8% which shows that the influence of service quality on customer

satisfaction and

the rest 38.2% which is influenced by other factors. Based on the calculation of a simple

regression equation the equation Y = 18.532 + 0.560X

Keywords

Service Quality, Customer Service, Customer Satisfaction, and Banking.

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