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Service quality dimensions are able to motivate customers in Bank Jatim Surabaya to establish a strong association with the services, which in turn is expected to provide a customer satisfaction. This study aims to analyze the influence of service quality dimensions which consist of reliability, responsiveness, and empathy towards customer satisfaction in Bank Jatim, Surabaya. This study also uses a sample of 60 respondents (customers) which further tested by using a multiple linear regressiondoi:10.18551/rjoas.2017-02.19 fatcat:l6emxdlbrnhrrltx65see4ooai