This study investigates the service quality of PT. Karya Mandiri Sepakat Surabaya using the SERVQUAL method. The research aims to assess service quality across five dimensions: Physical Facilities, Reliability, Responsiveness, Assurance, and Empathy, and to identify areas for improvement. The SERVQUAL method involves comparing customer expectations with their actual perceptions. The study found that the smallest gaps in service quality were in the Physical Facilities dimension (item 3: -0.80), Reliability (item 5: -1.78), Responsiveness (item 13: -2.52), Assurance (item 6: -0.56), and Empathy (item 22: -0.72). These gaps indicate where the service performance falls short of customer expectations. The research also highlights the importance of customer perceptions in evaluating service quality and the need for continuous improvement in service delivery. The study concludes that addressing these gaps is crucial for enhancing customer satisfaction and maintaining a competitive edge in the service industry. The findings suggest that improving employee appearance, service speed, and understanding of customer needs can significantly enhance service quality. The study also emphasizes the importance of reliability and responsiveness in building customer trust and satisfaction. Overall, the research provides valuable insights into the factors that influence service quality and offers recommendations for improving service delivery at PT. Karya Mandiri Sepakat Surabaya.This study investigates the service quality of PT. Karya Mandiri Sepakat Surabaya using the SERVQUAL method. The research aims to assess service quality across five dimensions: Physical Facilities, Reliability, Responsiveness, Assurance, and Empathy, and to identify areas for improvement. The SERVQUAL method involves comparing customer expectations with their actual perceptions. The study found that the smallest gaps in service quality were in the Physical Facilities dimension (item 3: -0.80), Reliability (item 5: -1.78), Responsiveness (item 13: -2.52), Assurance (item 6: -0.56), and Empathy (item 22: -0.72). These gaps indicate where the service performance falls short of customer expectations. The research also highlights the importance of customer perceptions in evaluating service quality and the need for continuous improvement in service delivery. The study concludes that addressing these gaps is crucial for enhancing customer satisfaction and maintaining a competitive edge in the service industry. The findings suggest that improving employee appearance, service speed, and understanding of customer needs can significantly enhance service quality. The study also emphasizes the importance of reliability and responsiveness in building customer trust and satisfaction. Overall, the research provides valuable insights into the factors that influence service quality and offers recommendations for improving service delivery at PT. Karya Mandiri Sepakat Surabaya.