Abstract
The aim of this study was to know the effect of service quality toward customer satisfaction, both simultaneously and partially, in the shoes raw material industry, and to know which factor of service quality factors have dominant effect to customer satisfaction. Factors of service quality include tangible, reliability, responsiveness, assurance, empathy. This study was conducted at the shoes raw material industry in Sidoarjo Regency, Indonesia. The findings of this study (1) service quality has an effect on simultaneously on customer satisfaction on shoes raw materials industry; (2) service quality has a partial effect on customer satisfaction on shoes raw materials industry; (3) and emphaty has more dominant effect on cunsumer satisfaction on shoes raw materials industry.