ABSTRACT This study aims to determine the effect of implementing total quality service (tangible, reliability, responsiveness, assurance, empathy) to customer satisfaction of PT Citra Van Titipan Kilat Pekanbaru branch. The population in this study are all customers who use the services of PT. Citra Van Titipan Kilat Pekanbaru branch with a total sample of 135 people. Primary data as collecte…