| Much of the research to date has focused on measuring service quality using the servqual instrument (Parasuraman et al., 1985). The SERVQUAL Method shows the gap between expectation and preception / reality of the respondents’ Pollo Campero restaurant, Bekasi branch. The information gathered used questionnaires which are arranged based on the five dimensions of service quality : reliability, tangibles, responsiveness, assurance, and emphaty. The result of servqual analysis shows a negative response which means that respondents’ preception is less than the respondents’ expectation. Total of average score for respondents’ perception is 4.178 and for respondents’ expectation is 4.597, that means score of SERVQUAL is Total of Average score for Respondents’ Perception minus Total of Average score for Respondents’ Expectation equal to -0.419. Pollo Campero Bekasi restaurant perceived by the respondents has to improve its service quality, especially at the dimensions of emphaty, assurance, and tangibles. Though dimensions of responsiveness and reliability are at “good” level, management can not ignore all the attributes in those dimensions. Behavior of consumer can change from not important at this time but can also be very important at another time. |