| them in the automotive field. Vehicle maintenance and repair business is one business that is required by the owner of the vehicle. High competition in this business requires a business owner needs to provide the best service according to the customer's wishes. This study aims to determine the actual level of service quality that is owned workshop GBT Laras - Imbang using Importance Performance Analysis and Zone of Tolerance, then design the proposed improvements from the integration of the two methods. This research was conducted by taking data from the questionnaire addressed to 100 customers GBT Laras - Balance. There are 23 service attributes that represent 5 dimensions of service quality SERVQUAL, where these attributes becomes the basis of a questionnaire the actual conditions of service, minimum tolerances, and the satisfaction of the workshop. The results of data processing integration Importance Performance Analysis and Zone of Tolerance shows the priority interests of the attributes that should b e a concern to be improved so that the services provided by the workshop GBT Laras - Imbang can meet all customer interests. The first priority is the improvement in the determination of attribute 21, which is ‘Biaya Pelayanan yang Terjangkau’, whereas the last priority in determining the improvement is the attribute 19, that 'Jaminan Berupa Garansi atas perbaikan atau perawatan'. |