Assessment of Motor Vehicle Repair Shop Service Quality Perception Using the SERVPERF Model and Lean Service

The benchmark for the success of a business or product is to measure satisfaction customers who have used felt goods services. customer's expectations function and emotional happiness factors that arise from use services are entirely responsibility producer. So manufacturers need focus on what attributes must be presented in service increase customer satisfaction. decrease interest providing vehicle at an automotive company Sidoarjo problem studied this study, analyze level priority improvements as recommendations company.
 Data generated processed analyzed using Service Performance (SERVPERF) Lean methods. Based results data processing, it can concluded with quality 82.3%, three classified top two types critical waste.