The purpose of this final project is to analyze the variables forming on customer satisfaction related to the BSM micro finance product at Syariah Mandiri Bank Branch Office East Semarang. Therefore, it must do research to find out how to improve customer satisfaction.The research aims to identify the dimensions of service quality as the determinant of customer satisfaction in PT Bank Central Java, Semarang Branch Tbk. The research data was obtained from observations and a questionnaire distributed to 40 respondents. Data analysis methods used are validity and reliability, service quality testing, and mapping the Cartesian diagram. since testing the validity of all the indicators of real results, reliability, responsiveness, assurance, and empathy is valid. Then, based on analysis of overall service quality index which gives the value of 3,096 means met with good customer satisfaction. While the results of tests of service quality gaps, indicating that all sub-indicators of the results of the lack of service, due to lower performance when compared with the expected. From the mapping of the Cartesian diagram no sub-indicators in a category quadrant 1. There are ten sub-indicators in a category quadran II. There is one sub-indicator quadran to category III, and there are six sub-indicators into quadran to category IV.