Abstract. A customer service must quickly understand customer desires and are required to be able to communicate in clear and easy to understand language. Good, satisfying and maximum service provided by Customer Service greatly affects the satisfaction of the customer concerned. The purpose of this study was to determine the relationship between service quality and customer satisfaction of PT. Indosat Ooredoo in Bandung City. The method used in this research is a survey, this type of research includes correlational research. The population in this study is Indosat Ooredoo customers in Bandung. The sampling technique used was probability sampling with a simple random technique. The research sample was 400 respondents. Data collection techniques using a questionnaire/questionnaire, interviews and documentation. Data analysis technique using simple linear regression. The results showed that there was a relationship between the physical appearance of employees and customer satisfaction of PT. Indosat Oredoo in Bandung, there is a relationship between the ability to be empathetic employees with customer satisfaction PT. Indosat Oredoo in Bandung, there is a relationship between the ability to provide services with customer satisfaction PT. Indosat Oredoo in Bandung, there is a relationship between the ability of employees to respond to customers with customer satisfaction PT. Indosat Oredoo in Bandung, there is a relationship between the ability of employees to grow trust with customer satisfaction PT. Indosat Oredoo in Bandung City. Abstrak. Seorang customer service harus cepat memahami keinginan pelanggan dan dituntut dapat berkomunikasi dengan bahasa yang jelas dan mudah dimengerti. Pelayanan yang baik, memuaskan dan maksimal yang diberikan oleh Customer Service sangat berpengaruh terhadap kepuasan pelanggan yang bersangkutan. Tujuan dari penelitian ini adalah untuk mengetahui hubungan antara kualitas pelayanan dengan kepuasan pelanggan PT. Indosat Ooredoo di Kota Bandung. Metode yang digunakan dalam penelitian ini adalah survei, jenis penelitian ini termasuk penelitian korelasional. Populasi dalam penelitian ini adalah pelanggan Indosat Ooredoo di Kota Bandung. Teknik pengambilan sampel yang digunakan probability sampling dengan teknik simple random. Sampel penelitian sebanyak 385 responden. Teknik pengumpulan data dengan menggunakan angket/kuesioner, wawancara dan dokumentasi. Teknik analisis data dengan menggunakan regresi linear sederhana. Hasil penelitian menunjukan terdapat hubungan antara penampilan fisik karyawan dengan kepuasan pelanggan PT. Indosat Oredoo di Kota Bandung, terdapat hubungan antara kemmapuan bersikap empati karyawan dengan kepuasan pelanggan PT. Indosat Oredoo di Kota Bandung, terdapat hubungan antara kemampuan memberikan pelayanan dengan kepuasan pelanggan PT. Indosat Oredoo di Kota Bandung, terdapat hubungan antara kemampuan karyawan merespon pelanggan dengan kepuasan pelanggan PT. Indosat Oredoo di Kota Bandung, terdapat hubungan antara kemampuan karyawan menumbuhkan kepercayaan dengan kepuasan pelanggan PT. Indosat Oredoo di Kota Bandung.
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