摘要：Implementation of the quality of services performed by a company engaged inthe service is to provide quality of service (service) is best for the consumer inorder to create customer satisfaction. The quality of the offer by the company,will lead to consumer perceptions of quality given to him. Often there is adifference between customer expectations with customer perceptions of qualityprovided by the company. To find out whether the company has been providingquality services in accordance with customer expectations, it is necessary to doan evaluation of its customers. The purpose of this study was to determine thelevel of customer satisfaction and to analyze what things are affecting the levelof customer satisfaction for services provided Bank DKI Capem GunadarmaKelapa Dua by using 10 dimensions according to the Pasaruman, Zeithhaml andBerry that there are 10 factors that affect the quality services are: reliability,Responsiveness, Competence, Access Courtesy, Communication, credibility,Security / Feel secure, Understanding / Knowing the customer, Tangible. In thisstudy, the method used is to conduct a questionnaire method ditujukkan the 200respondents, using descriptive analysis method, multiple linear regressionanalysis and analysis of paired t-test.Based on research results indicate that thefirst Bank DKI Capem Gunadarma in Coconut seen from above 10 dimensionsassessed have been going well this is in accordance with the results of thequestionnaire is known that most consumers feel satisfied with the services ofBank DKI Capem in Kelapa Dua. The second is known almost all independentvariables are an indicator of service quality affects customer satisfaction inCapem Bank DKI Dua.Manfaat Coconut research can be used as information inan effort to improve service quality in the Bank DKI Capem in Kelapa Dua.
