摘要：Key words: customer satisfaction, service qualityABSTRACTImproving the quality of service for companies is a must do for enterprise customers toalways use products from the company itself and for companies to compete, survive and continueto grow.To measure customer satisfaction with service quality Yamaha motorcycle and find outwhat attributes the consumer considerations in choosing a Yamaha motorcycle.From the research results and calculations using the 5 dimensions of the reliabilitydimension, the dimension of responsiveness, assurance dimensions, dimensions of empathy andacquired intangible dimensions of service specific level of 95.44%, so between the perceptionsand consumer expectations for this to services provided by Yamaha the company wasappropriate and attributes that greatly affect the quality of services contained in the dimensionof reliability, responsiveness and tangible, while the dimensions of assurance and empathy thereneeds to be increased again so that the results optimal.
