T The following research is located at PJTM STT PLN. This research observingthe current condition of PJTM that had problem of the decreasing number ofparticipants trainee. This has become critical issues at PJTM. This studypurpose to find out the causes of the decreasing number of training participantsat PJTM and then proposed a suggestion to solve the problem. This researchalso to find out the satisfactory level of training participants on the quality ofservice that had been delivered.In order PJTM can compete incompetition, they should be able to improve thequality of service. To get to know wether the quality is good or not, servqualmethods can be used in this research. Serv qual is used to determine gapanalysis in the context of customer satisfaction.This research is aim to knowpriority factors that has to be fixed in order to improve training service. Thereare 14 Priority factors determine serv.qual and importance performanceanalysis method which is official certificate is acknowledged at work, thecompleteness of the equipment, all facilities works, the intructor is responsiveto serve the participants.From those analysis, it can be found some problem and weakness point oncustomer satisfaction. It can be seen on the results of servqual which showsthe most significant negative value and categorized into quadrant I GAPcalculation shows the attribute that must be improved.