This study examines the service quality at PT. Karya Mandiri Sepakat Surabaya using the SERVQUAL method. The research aims to determine the quality of service provided to customers in terms of five service dimensions (Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy) and to identify areas for improvement. The SERVQUAL method was used to analyze customer perceptions and expectations. The study found that the smallest gap values for each dimension were as follows: Physical Evidence (-0.80), Reliability (-1.78), Responsiveness (-2.52), Assurance (-0.56), and Empathy (-0.72). These findings highlight specific areas where the company needs to enhance its service quality to better meet customer expectations. The research also includes validity and reliability tests, which confirmed the effectiveness of the measurement tools used. The results of the gap analysis revealed that certain aspects, such as employee appearance and the speed of service, need significant improvement. The study concludes with recommendations for improving service quality at PT. Karya Mandiri Sepakat Surabaya.This study examines the service quality at PT. Karya Mandiri Sepakat Surabaya using the SERVQUAL method. The research aims to determine the quality of service provided to customers in terms of five service dimensions (Physical Evidence, Reliability, Responsiveness, Assurance, and Empathy) and to identify areas for improvement. The SERVQUAL method was used to analyze customer perceptions and expectations. The study found that the smallest gap values for each dimension were as follows: Physical Evidence (-0.80), Reliability (-1.78), Responsiveness (-2.52), Assurance (-0.56), and Empathy (-0.72). These findings highlight specific areas where the company needs to enhance its service quality to better meet customer expectations. The research also includes validity and reliability tests, which confirmed the effectiveness of the measurement tools used. The results of the gap analysis revealed that certain aspects, such as employee appearance and the speed of service, need significant improvement. The study concludes with recommendations for improving service quality at PT. Karya Mandiri Sepakat Surabaya.