This project was commissioned to examine standard service quality in cleaning service division of PT. Vida to achieve customer loyalty. It is important because although opportunity of cleaning service industry is still big, international franchise competitor and strong bargaining power of customer are threatened. Gap analysis in theory of service quality model is the method of this project. Team limiting the gap analyze become three gaps; gap between management perceptions and translate of perception, gap between translate of perceptions and service delivery, and gap between perceived services and expected service.
Method to analyze first gap is interview management, competitor, and expert in industry with implementation of TQM practice. Second gap analyze by doing quantitative study; survey to 64 field worker in four big client namely PT. KAI Bandung, RS Juanda, Dipo Office Tower, and PT. PKBN. The survey is about how understand the employees about SOP documents as translate of management perception. Lastly, deep interviewed with those four big clients are the method that team used to understand the gap between perceived service and expectation service. The interviewed was with guided question with Servqual approach.

Supervisor: Sony W. Antonio