摘要：Key words: customer satisfaction, service quality ABSTRACT Improving the quality of service for companies is a must do for enterprise customers to always use products from the company itself and for companies to compete, survive and continue to grow. To measure customer satisfaction with service quality Yamaha motorcycle and find out what attributes the consumer considerations in choosing a Yamaha motorcycle. From the research results and calculations using the 5 dimensions of the reliability dimension, the dimension of responsiveness, assurance dimensions, dimensions of empathy and acquired intangible dimensions of service specific level of 95.44%, so between the perceptions and consumer expectations for this to services provided by Yamaha the company was appropriate and attributes that greatly affect the quality of services contained in the dimension of reliability, responsiveness and tangible, while the dimensions of assurance and empathy there needs to be increased again so that the results optimal.
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