Service quality is crucial for customer satisfaction. A new method was developed to evaluate service performance by considering service time, complexity, and quality. By integrating quality aspects into the assessment, the researchers ensured that customers would not be dissatisfied with service delivery. They identified potential causes of poor service performance and their impact on customer dissatisfaction. The study used a Reverse Kano model to understand how customers perceive these causes. The results showed that incorporating quality aspects into the evaluation process can improve service supportability.