Kata kunci : kualitas pelayanan, reliability, responsiveness, assurance, empathy, tangibles, kepuasan konsumen.
This research aims to analyze the influence quality of service for customer satisfaction at PT Telkom Witel South of Jakarta. The dimensions quality of service used in this research are reliability, responsiveness , assurance , empathy , and tangibles . This research was carried out with distributing questionnaires to 100 customers of PT Telkom Witel South of Jakarta who come and used service at PT Telkom Witel South of Jakarta from june 1st until july 1st2015 . Tool analyzer is used to measure the effect quality of service to the customer satisfaction is multiple linear regression analysis . Results from this this research shows that the dimensions of reliability, responsiveness , assurance , empathy , and tangibles have an effect on customer satisfaction that used the service at PT Telkom Witel South of Jakarta . while the dimensions that have most dominant influence on customer Satisfaction is assurance. The influence of the quality of the service for satisfaction can be seen on calculations of the coefficients determined , be seen that contributions services or variable influence ( x ) against satisfaction ( y ) that is indicated by r square of insurance or % hence this rate shows services to exert an influence that a variable a positive % to satisfaction of insurance , while the rest 35.2 % influenced by other variables outside free variables not be researched .From the research service be seen that ( of variable free ) having an influence that was significantly to satisfaction ( of variable bound ) .And a positive influence the quality of the service for high satisfaction .
Key word : service quality, reliability, responsiveness, assurance, empathy, tangibles, customer satisfaction.