Asrianty Ayu Safitri, The Influence of Service Quality on Customer Satisfaction Samarinda Lab Laundry Services guided by Arwin Sanjaya, S.Pd., M.AB as Supervisor I and M. Tommy Fimi Putra, SE., M.Si as Supervisor II.
This study aims to determine the effect of independent variables consisting of physical evidence (X1), reliability (X2), responsiveness (X3), guarantee (X4) and empathy (X5) on the dependent variable, customer satisfaction (Y).
The foundation of the main theory (grand theory) in this research is Marketing. The type of research used is quantitative research. The population in this study were the customers of the Samarinda lab laundry who had washed more than 2 times. The sampling technique used was purposive sampling. The sample in this study was calculated using the Slovin formula, namely 85 respondents.

F (simultaneous) test results show that there is a significant influence of physical evidence variables (X1), reliability (X2), responsiveness (X3), guarantee (X4) and empathy (X5) on customer satisfaction (Y) Laundry Lab Samarinda . From the results of t-test analysis (partial) showed that partially physical evidence (X1), reliability (X2), responsiveness (X3) and empathy (X4) had a significant influence on customer satisfaction (Y) while guarantee (X4) had no effect. significant to customer satisfaction (Y) samarinda Laundry services. The dominant result is the reliability variable (X2), so it can be concluded that the reliability variable (X2) is the most influential variable with the greatest influence on customer satisfaction in Samarinda Laundry Lab services..
Keyword : Physical proof, Reliability, Responsiveness, Guarantee, Empathy, Customer satisfaction