Service quality is how far the difference between reality and the expectations of consumers or the services they receive or obtain. Consumer satisfaction is a feeling of pleasure or disappointment from someone that comes from a comparison between the impression/perception of the performance or results of a product against his expectations. This study aims to see how customer satisfaction is seen from the influence of service quality. This study observes the effect of service quality on customer satisfaction at a state-owned bank. The results showed that service quality has a close relationship with customer satisfaction, furthermore service quality has a significant positive effect on customer satisfaction. This indicates that if the quality of service is higher, then customer satisfaction will also increase.
Keywords: service quality, customer satisfaction