This study was a descriptive quantitative research to find out the effect of physical evidence, reliability, responsiveness, guarantee, and care towards customer satisfaction and the effect of customer satisfaction on customer loyalty. Physical evidence, reliability, responsiveness, assurance, and caring were the independent variables, while customer satisfaction and customer loyalty were the dependent variable. The customers of Bank Muamalat Indonesia branch of Purwokerto were the object of this research. This research used 96 sample of respondents. Accidental sampling was used as the data collection technique and multiple regression analysis were used as the data analysis techniques.
The result of analysis shows that simultaneously all variables have an effect on customer satisfaction. Physical evidence has positive and partial significant effect on customer satisfaction, while reliability does not have a positive and significant impact on customer satisfaction. The responsiveness does not have a positive and significant effect on customer satisfaction. The guarantee has a positive and significant impact on customer satisfaction. The concern does not have a positive and significant impact on customer satisfaction. Customer satisfaction has a positive and significant impact on customer loyalty