Kebutuhan konsumen akan barang-barang elektronik dari tahun ke tahun semakin meningkat. Dalam memilih barang elektronik tentunya konsumen tidak hanya melihat dari segi brand-nya saja, tetapi juga pelayanan purna jualnya. Salah satu upaya dari PT. Samsung Electronics Indonesia dalam memberikan pelayanan purna jualnya yaitu dengan mendirikan Service Center Samsung Electronics Indonesia yang tersebar di seluruh Indonesia, salah satunya adalah yang terletak di Bandung, tepatnya di Jln. Kopo merupakan salah satu yang cukup dikenal. Kelebihan Service Center Samsung disini dengan cabang lainnya di Bandung yaitu pelayanan Service Center Samsung yang cukup lengkap dan konsumen dapat bertanya secara langsung mengenai kerusakan barang elektroniknya kepada mekanik, sehingga jawaban yang diterima lebih meyakinkan

In business service, a company always keep and increase service for customer satisfaction, service center Samsung use one way to get objective is give service a maximal possible. Until customer not complain toward improvement service. This very important cause service must give meet customer hope. Till customer not dissappointed. Parasuraman’s servqual model is development by Zeithame, parasuraman and berry (1990), which metode using in measure service quality in service scope .this metode divide in five dimension, that is reliability dimension, responsiveness dimension, assurance dimension, empathy and tangibles dimension and than this five dimension, develop be fit with quality attendance and than devide within five gap. in this research gap 5 and gap 1 is very important for attention. Gap 5 using for gap between customer hope about attendance kindness to ward reality service which feel by customer. Mean while gap 1 using for gap between persepsion management about attendanc kindness customer. This research can show to us about quality attendance service which do that by service center Samsung electronics Indonesia within undertake. This research make with distribute by kuesioner method to 100 people which already undertake. Repair handphone and for employee as many as 30 people of 24 statement. After undertake this research toward gap 5 and gap 1 from parasuraman’s servqual model. that is about customer hope toward reality service and customer hope toward opinion of employee afford negative account, which this account negative signify that customer not pleased with attendance ,which giving by company. than of, which solution using for know causes incidence dissatisfaction customer is fishbone.

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