Implementasi Metode Servqual Dan Quality Function Deployment Untuk Mengukur Kualitas Pelayanan Cafe Pastor Ngagel Surabaya

Benediktus Triwibowo Basuki (Universitas Katolik Darma Cendika)
Lilis Nurhayati (Universitas Katolik Darma Cendika)
David Andrian (Universitas Katolik Darma Cendika)

Industrial & System Engineering Journals (ISEJOU)
Vol. 5 No. 1 (2026): ISEJOU, Vol 5, No 1 Desember 2026

This study aims to resolve operational issues of slow service and high order error rates at Cafe Pastor Ngagel Surabaya. Through a survey of 102 respondents, service quality was evaluated using the SERVQUAL method across 25 attributes. The results showed 13 attributes with positive gaps (such as friendly staff) and 2 with zero gaps, indicating customer satisfaction that must be maintained. Conversely, 10 attributes had negative gaps, with the worst being the lack of modern equipment (-0.559), interior design (-0.451), and coffee taste inconsistency (-0.324). These negative attributes were integrated into the House of Quality (HoQ) matrix using Quality Function Deployment (QFD). QFD established three top improvement priorities: (1) standardization of coffee preparation time (score 271.86), (2) taste calibration (212.62), and (3) equipment modernization (198.23). The practical implication is that management can precisely focus resources to improve service time efficiency and product consistency.