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Quality improvement is one of the business strategy outlined in the fulfillment of customer needs. On the other hand, the company's performance and consumer satisfaction is an integral and inseparable difficult to remedy. Performance directly affects customersatisfaction. Therefore, a business unit is expected to improve its
performance, startingwith knowing the extent of satisfaction obtained by consumers.
Based on the notion Service is any act or acts that may be offered by one party to another,which is
essentially intangible (not a physical shape) and do not produce anything of ownership. (Kotler, 1997: 83).
Then we will know the concept of SERVPERF is to determine the quality of service by simply pengukuranpada service performance. In this concept, the performance is the mostbaikdari representation of the customer's
perception of the quality of service received, andstated also that hope (expectation) is not part of the concept SERVPERF.
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