This research aims to analyze the influence of service quality and employees
performance on customer satisfaction of motorcycle service at Yamaha Harpindo
Jaya Cepu Company. In this research, a sample of 100 respondents drawn using
incidental sampling and the method of data collection using interview and
questionnaries.
This result of multiple linear regression analysis showed that Y = 8,530 + 0,097X1
+ 0,644X2 which had the most influence on the customer satisfaction was
employees performance (0,644). The result of t test showed that the service
quality variable has no influence on the customer satisfaction, while the
employees performance variable has a positive influence on the customer
satisfaction and the result of F test showed that the service quality and employees
performance simultaneously had a significant influence on customer satisfaction.
The determination coefficient (R square) showed 0,446 this mean that 44,6%
contributes to the customer satisfaction by service quality and employees
performance, while the remaining 55,4% was contributed by other variables not
examined in this research.