| Nowadays, Pujasera is growing rapidly in Indonesia since the influence of the needs of Indonesian people who have a habit to spend their weekend by inviting their family or relatives to spend their weekend together in a restaurant in the form of Pujasera. The quality of service in a service company is one of a crucial factor in determining customer satisfaction at the service company. However, often companies have lack attention to what factors affect the quality of its services. This can cause consumer discomfort and reduce customer satisfaction. This research identifies Pujasera CBD Bintaro Sector 9 categorized as the service company. The problems that can be measured after knowing the background of the study is the owner of the company does not know the satisfaction of the customer after the business has been running about 1,5 years. This research gives insight on how the merchant serve their customer which will be seen from the quality. There are 12 complaints that can reduce customer satisfaction, which are Access to Fish Streat location, Neatness of table and seating arrangement, Cleanliness of Fish Streat, Food taste quality, Price per portion, Delivery service using GoJek application, Completeness of cutlery, Speed of the merchant in providing services, Speed of the merchant in serving food, Hospitality of the merchant while serving customers, Convenience for Fish Streat customers, and Communication between merchants and customers. Therefore, this research is expected to provide a clear picture of what factors that needs to be improved. The research method used in this study is Fuzzy SERVQUAL. The data collection procedure was first to test whether the statements given to the respondents are valid and reliability, the deployment of validity and reliability test to 30 respondents. Then the research questionnaire will be distributed to 96 respondents. The data analysis procedure is using Fuzzy and Servqual method. The results of data analysis are in the form of gap or difference between customer perception and customer expectations which will be used as a reference improvement for the quality of services provided in Fish Streat. It is known that the results of the perception gap and the expectations of customers still have results greater than the expectations of the customers which later required improvement of each factor. The average gap between customer perceptions and expectations is -1.127, with a perceptual value of 3,314 and an expectation of 4,441. The research suggest that Fish Streat CBD Bintaro Sector 9 can improve its service quality by evaluate the factors which came from Fish Streat customers’ complaints therefore, the customer satisfaction could increase. |