Abstract:
According to data obtained from the Indonesian Motorcycle Industry Association (AISI), sales of Honda motorcycles is
the greatest in the first half of 2010. Honda motors provide service called AHASS (Honda Authorized Service Station)
who has many competitors in Bandung.
The method used to measure service quality in this study is SERVQUAL Model 5 Gap and Kano Model. Attributes used
to measure the quality of services obtained from 22 attributes SERVQUAL. 5 Gap SERVQUAL model aims to determine
whether there is a gap between expectations and consumer perceptions of service quality (gap 5) and its possible
causes of the gap is gap 1, gap 2, gap 3 and gap 4. The data required from SERVQUAL model was obtained from questionnaires
distributed to consumers AHASS Rejeki Motor, management, and the employee. Meanwhile, the Kano model
aiming to categorize the service quality attributes into the category of Kano. Kano categories must be included, as one
dimensional, attractive, indifferent, questionable, and the reverse. The data required for processing Kano model was
obtained from questionnaires distributed to consumers AHASS.
Once known attribute anywhere that has a gap 5 in the calculation of SERVQUAL and the known attributes which must
be categorized and one dimensional on the Kano model made several suggestions. The proposal in question include
providing advice box, provides a checklist form motor damage to consumers, the "Employee of the Month", to make
SOP employee attitudes, placing security guards near the front office desk, set up display "You Will Get Free Service If
You Are Not Preferred" in the waiting room, handing out questionnaires, and repair of spare parts inventory systems.
