| Bicycle workshop "Bintang Timur" is a company engaged in retail. This bike business is being developed from before as a transportation, but now this bike business is more viewed as a lifestyle or hobby so its prospect is increasing from year 2007. This research examines the satisfaction of characteristics in using servqual approach which unifies the servqual approach with customer satisfaction analysis with three factor theory (KANO). Scale of service quality measuring tools as many as 105 respondents. The results of the questionnaire data processing show that of the 21 attributes tested at bicycle workshop "Bintang Timur" these 10 attributes have passed or have exceeded the expectations of the customer while the other 11 attributes did not pass in exceeded customer expectations. Attribute which according to the customer's most satisfying service is attribute 13 that is employees proficiency in serving thr customer which have value gap between customer expectation and performance at workshop is 0,43 and attribute having highest dissatisfaction is attribute 20 that is giving discount or cutting payment which have gap value between customer expectations and performance in the workshop is -0.56. But based on the result of the merging of servqual and KANO method, the attributes that need to be fixed quickly are attribute 8 which is a convenient waiting place, where the repair workshop can provide a waiting place along with the existing seats where it is leaning and where it is given a newspaper or entertainment such as television for watch the customer while waiting. |