| Along with economic development, income levels and changing patterns of consumption, encouraging the producers to make changes to create more trading facilities in accordance with the will of consumers. Matters relating to retail, among others, are the products sold and services provided. Therefore, a shopping required to provide a type of services that satisfy and meet consumer tastes. The objective of this study is to examine the influence of the service quality on customer perception. This study also examine the influence of the service quality’s variables towards the customer perception as well as to look in to the gap between perception and expectation of customers towards service quality of the performance of the Makro Store 02 – Surabaya’s. This study is descriptive and uses survey methods to seek information from customers to determine customer ratings of service quality Makro Store 02-Surabaya. The data used in the the form of qualitative data and quantitative data on score (using a likert scale) so that the data in the form of ordinal data. To test these attributes, the writer tested five dimensions of service quality that are physical evidence, reliability, responsiveness, assurance and empathy. This research was conducted using the convenience sampling method by distributing questionnaires to customers Makro Store-02 in Surabaya. The Overall Mean Score (OMS) method is used to determine the outcome of this survey. That is, the gap between the expectationn of customers towards the performance of the service quality of the firm.The servqual quality analysis showed that most of the attributes used to determine the difference between expectation and service quality were negative namely the physical evidence, reliability, responsiveness, empathy, whereas the assurance was positive. |