PENGARUH INOVASI PRODUK, INOVASI LAYANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK Dwi Sulistiani Program Studi Magister Manajemen Fakultas Manajemen Strategic Universitas Pancasila Abstract Human Capital (HC) is a stock of knowledge, habits, social attributes, and personality (including creativity) which is expressed as the ability to generate economic value through work. In determining the choice of a service, customers will feel satisfied when they get product innovation and with good service quality from the company and in accordance with the benefits received by customers from these services. Innovation is not a new idea for the discovery and development of a new market, but innovation is a combination of all that. Customer satisfaction has become an obligation for every business organization, marketing researcher, business executive, even politician. Innovation and service quality affect customer satisfaction. Keywords: inovation, service quality, customer satisfaction Abstrak Human Capital (HC) adalah bekal pengetahuan, kebiasaan, atribut sosial, dan kepribadian (termasuk kreativitas) yang dinyatakan sebagai kemampuan untuk menghasilkan nilai ekonomi melalui pekerjaan. Dalam menentukan pilihan terhadap sebuah jasa pelanggan akan merasa puas ketika mendapatkan inovasi produk dan dengan