Abstract. Customer satisfaction and dissatisfaction are feelings of satisfaction or dissatisfaction wgit what is offered by consumers. Satisfied cunsumers will return to using the services the company provides. The method use in this study is an associative quantitative approach using validity, reliability, correlation analysis, normality test, simple linier regression, and t-test. The total population that the authors obtained in this study 3.000 congregations in August 2022 – March 2023. The sampling in this study was by using probabilty sampling technique and the slovin formula so that the sample obtained 97 respondent. The method used in this study is to use a validity test with an r table of 0,1996 and 20 statements have been declared valid. In the reliability test, the statements have been declared reliable with a critical value of > 0,60 which results in service quality of 0,976 and customer satisfaction of 0,964. The results of the correlation analysis of service quality have a significance value of 0,00 and customer satisfaction of 0,00 with a significance level of 0,60 yang mendapatkan hasil kualitas pelayanan sebesar 0,976 dan kepuasan pelanggan sebesar 0,964. Hasil analisis korelasi dari kualitas pelayanan mempunyai nilai signifikansi sebesar 0,00 dan kepuasan pelanggan sebesar 0,00 dengan tingkat signifikansi < 0,05 maka variabel tersebut dapat dinyatakan berkolerasi. Hasil uji normalitas menyatakan bahwa data terdistribusi secara normal karena titik yang menyebar disekitar garis diagonal serta mengikuti arah garis diagonal. Hasil uji regresi linier sederhana menghasilkan nilai konstanta -0,860 yang artinya nilai koefisien tersebut bernilai negatif. Hasil uji t- test diketahui bahwa variabel bukti fisik, jaminan, dan cepat tanggap memiliki pengaruh yang signifikan terhadapkepuasan pelanggan karena nilai signifikansinya lebih kecil dari nilai alpha 0.05, sedangkan variabel perhatian, dan kehandalan yang diberikan PT. Malika Tour and Travel tidak terdapat pengaruh yang signifikan.Kata kunci: Kualitas Pelayanan; Kepuasan Pelangga
