| The objective of this study is to examine the influence of service quality on customer satisfaction. This study also examine the influence of service quality’s variables as a stimulatingly and individually on customer satisfaction and also to see the gap between perception and expectation of customer. Five variables of service quality consisting of tangibles, reliability, responsiveness, assurance and empathy are use to examine the influence on customer satisfaction with regression and servqual (service quality) method. The survey was conducted by distributing the questionnaires to 100 respondent of Hotel Santika Premiere Jakarta. The sampling method used in this study is non probability sampling with convenience sampling technique. The service quality analysis shows that all attributes get a negative response which means that customer’s perception is less than the customer’s expectation. The results indicate that there is a significant influence of service quality on customer satisfaction in stimulatingly. But as individually, only assurance and empathy variables are having a significant influence on customer satisfaction. |