Customer interacts with service provider in the process of service delivery. Ergonomics have dealt with interaction between customer and service provider. In this research, ergonomics approach was used to improve service quality in the automobile repair service. The perception gap on the service quality between customer and service provider was investigated. The degree of service satisfaction was also investigated according to the level of customers` knowledge on automobile repair. Service providers considered both "reliability" and "confidence" as important factors in the service quality. However, customers regarded both "fairness` and empathy" as important factors. According to the level of customer knowledge, important factors was different. Customers with the high level of knowledge put stress on the "fairness", while customers with low level of knowledge on the "empathy". In conclusion, service providers should focus on both "fairness` and empathy" in order to improve service quality. they should also provide different services according to the level of customers` knowledge on automobile repair.