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The problem in this study is the number of customer complaints at one of the Online Travel Agents (OTA) who stay at Hotel X Semarang which is allegedly caused by a condition between customer expectations and service quality. This study aims to analyze evidence of the physical effect (tangible), reliability, responsiveness, assurance, and empathy on customer satisfaction at Hotel X Semarang. The population in this study were customers at Hotel X Semarang with an unknown number. While the sampling technique used was purposive sampling with 96 respondents. From multiple linear regression analysis, the results shows that the variables of physical evidence (tangible), reliability, responsiveness, assurance and empathy have a positive and significant effect on customer satisfaction at Hotel X Semarang.Permasalahan dalam penelitian ini adalah banyaknya keluhan pelanggan pada salah satu Agen Perjalanan Online (OTA) yang menginap di Hotel X Semarang yang diduga disebabkan oleh kondisi antara harapan pelanggan dengan kualitas layanan. Penelitian ini bertujuan untuk menganalisis bukti pengaruh fisik (tangible), reliabilitas, daya tanggap, jaminan, dan empati terhadap kepuasan pelanggan di Hotel X Semarang. Populasi dalam penelitian ini adalah pelanggan Hotel X Semarang dengan jumlah yang tidak diketahui. Sedangkan teknik pengambilan sampel yang digunakan adalah purposive sampling dengan 96 responden. Dari analisis regresi linier berganda, hasil penelitian menunjukkan bahwa variabel bukti fisik, keandalan, daya tanggap, jaminan, dan empati berpengaruh positif dan signifikan terhadap kepuasan pelanggan di Hotel X Semarang.
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