Measuring quality of service is one of the very important actions that every service organization should implement. Researchers of quality of service agree that quality of service is an elusive and abstract concept that is quite difficult to measure and define. In fact "Measuring the quality of service using the SERVQUAL model" is the topic of this thesis. The paper is divided into theoretical and research part. The theoretical part consists of secondary data that provided insight into the theoretical aspects and basic features of quality of service, and the measurement of the same. Using a survey questionnaire that represents the research part of this paper, an attempt is made to investigate the quality of service of McDonald`s restaurants. Specifically, the research sought to determine using the SERVQUAL model of consumer perceptions and expectations and to determine the gap, i.e. whether perceptions are better than expectations. The research concluded that according to the SERVQUAL model, respondents who completed the survey claim that their expectations are lower than their perception, and thus it can be concluded that users get high quality, higher than they expect. When researching the quality of service provided at the doorstep and the quality of service in the restaurant, it was compared that customers generally see a difference in the quality of service between the two places of service, and respondents rated the quality of service in the restaurant better than when it is provided at the doorstep which confirms research hypotheses.