| The purpose of this research is to identify the performance, expectation and customer importance of the service that given by PT. SKR Internasional. Another that, this research aim to study the service quality of PT. SKR Internasional. To examine the service quality of PT. SKR Internasional using the descriptive approach to explain the difference (gap analysis) between performance and customer expectations of service company. The data obtained with survey method, that used customer population of PT. SKR Intenasional. The technique used is spreading questionnaire as a research sample and documentation. The questionnaire used is SERVQUAL questionnaire which designed based on Likert scale and special designed to measure five dimensions of service quality, namely: reliability, assurance, tangibles, empathy and responsiveness. The questionnaire consist of two bodywork for the purpose of measuring the expectation and customer perception, and also gap model of service quality. In general the service performance is good, that is equal to 80.29% from maximal service that able to be given by company, while for the level of customer expectation to service quality can be classified high because reaching 88.29%. The most important service dimension assumed by customer of PT. SKR Internasional is reliability and following by assurance, responsibility, empathy and tangible. In general the service quality of PT. SKR Internasional is good with accomplishment level of service expectation equal to 90.88%. The service level that not yet fulfilled of 100% indicate that the service performance of PT. SKR Internasional lower than customer expectation. Even though all of customer expectations not yet to be fulfilled, but employees in fact have shown the maximal effort in giving the service to customer. |