“…In a study by (Manuhutu & Zany Irayati Aunalal, 2021) The study, titled "Analysis of the Influence of Customer Service Quality on Customer Satisfaction," seeks to examine how the physical evidence, reliability, responsiveness, assurance, and empathy of customer service at PT Bank Tabungan Negara (Persero) affect customer satisfaction. The findings of this research show that physical evidence, reliability, responsiveness, assurance, and empathy all have a positive and significant effect on customer satisfaction at the same time.…”