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All Journal Industrial & System Engineering Journals (ISEJOU)
Benediktus Triwibowo Basuki
Universitas Katolik Darma Cendika
Decision Sciences, Operations Research & Management Engineering Environmental Science Industrial & Manufacturing Engineering Transportation

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Implementation of SERVQUAL and QFD to Measure Service Quality at Cafe Pastor Ngagel Surabaya Benediktus Triwibowo Basuki; Lilis Nurhayati; David Andrian
Industrial & System Engineering Journals (ISEJOU) Vol. 5 No. 1 (2026): ISEJOU, Vol 5, No 1 Desember 2026
Publisher : Universitas Katolik Darma Cendika

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Abstract

This study addresses delayed order preparation and frequent order errors at Cafe Pastor Ngagel Surabaya. Using responses from 102 customers, service quality was assessed across 25 attributes through the SERVQUAL method. Thirteen attributes showed positive gaps, including staff friendliness, while two had zero gaps, indicating aspects of service that met customer expectations and should be maintained. Ten attributes showed negative gaps, with the largest relating to inadequate modern equipment (−0.559), interior design (−0.451), and inconsistent coffee taste (−0.324). These negatively rated attributes were incorporated into a House of Quality (HoQ) matrix using Quality Function Deployment (QFD). The three highest-ranked improvements were standardizing coffee preparation time (priority score: 271.86), calibrating coffee flavor (212.62), and modernizing equipment (198.23). These priorities can help café management allocate resources more effectively to improve service speed and product consistency.
Co-Authors David Andrian Lilis Nurhayati