The purpose of this research is to find out the influence of leadership competency and organization culture to customer satisfaction either directly or indirectly through responsive behavior employees. This research has three variables namely independent variables (leadership competency and organizational culture), mediating variable (responsive behavior) and dependent variable (customer satisfaction). The population in this research are frontliners and customer of PT Garuda Indonesia Surabaya Branch Office. The technique of data collection is the census method. Data are gathered by questionnaires given to 42 frontliners and customers of PT Garuda Indonesia Surabaya Branch Office. This research used quantitative approach with multiple regression analysis. The result shows that leadership competency, organizational culture and frontliner responsive behavior have significantly influence to customer satisfaction. Responsive behavior does not mediate the influence of leadership competency and organizational culture to customer satisfaction.