Pengaruh Tangibility, Reliability, Responsiveness, Assurance, Emphaty Dan Image Terhadap Customer Satisfaction pada PT. Bank Central Asia (BCA) Di Surabaya

This study aims to determine and analyze the effect of service quality, namely; tangible, reliability, responsiveness, assurance, empathy image on customer satisfaction PT. Bank Central Asia (BCA) in Surabaya. type research is basic using 6 variables, namely tangibility, image. uses primary data by distributing questionnaires online. The sample used this were 320 respondents. While processing method IBM SPSS Statistic 24 software test validity reliability test. for SEM (Structural Equation Modeling) with AMOS 22.0 perform model tests (measurement models structural models) hypothesis testing. results showed that variables Tangibility, Assurance, Emphaty Image have a significant positive relationship Customer Satisfaction. Meanwhile, Reliability Responsiveness insignificant 
 Keywords: Service Quality, Satisfaction, Image, Banking Quality