ABSTRAK
Dalam industri jasa, service delivery yang terdiri dari physical service danpersonnel service merupakan bagian yang terlihat saat terjadi interaksi antarakonsumen dan produsen jasa. Bagian ini sangat penting dalam mendorong respondari konsumen, salah satunya satisfaction dan commitment konsumen. Satisfactiondan commitment konsumen sangat penting bagi kelangsungan usaha produsen.Tujuan dari penelitian ini untuk menganalisis pengaruh physical service danpersonnel service terhadap satisfaction dan commitment konsumen. Penelitian inimenggunakan 155 responden nasabah Bank BRI Unit Pulo Jahe. Hasil penelitianmenunjukkan bahwa physical service dan personnel service berpengaruhsignifikan terhadap satisfaction, sedangkan physical dan personnel serviceberpengaruh signifikan terhadap commitment serta satisfaction berpengaruhsignifikan terhadap commitment.

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ABSTRACT
In the service industry, service delivery consisting of physical service andpersonnel service are part visible when there is interaction between consumersand producers of service. This part is very important in encouraging responsefrom consumers, such as satisfaction and consumer commitment. Consumersatisfaction and commitment are very important for business continuity producer.Purpose of this study was to analyze the effect of physical service and personnelservice to consumer satisfaction and commitment. This research uses 155respondent Bank BRI Unit Pulo Jahe customers. The result showed that thephysical service and personnel service have significant effect on satisfaction, atthe same time physical service and personnel service do not significant effect oncommitment and satisfaction have significant effect on commitment.