Proceeding of 12 th International Seminar on Industrial Engineering and Management ISSN: 1978-774X IS – 9 Blueprint of Perceived Convenience Indicators towards the Quality of Infrastructure of Banking Company M. Arif Wicaksono, *Muharman Lubis, Warih Puspitasari, and Fritasya Dwiputri S. Information System, School of Industrial Engineering, Telkom University, Bandung, Indonesia * muharmanlubis@telkomuniversity.ac.id Abstract. Every company is required to have good management to achieve vision and mission by breaking down the step and approach into various segment and roadmap. The service infrastructure function is an important milestones in the company's business continuity because it is directly related to the customer, which must be carried out strictly and considerably with the existing business and IT needs. In general, enterprise architecture become the popular method that can be used to harmonize business strategies with information technology leading to the sustainability of company existence based on optimized satisfaction level, expected result of profit and proper degree of growth. The framework used in this study is TOGAF due to its flexibility so that it can be used with various other methods. In this case, through matrix satisfaction as an improvement of logical model to accelerate and advance the identification phases of information system, business and technology. The questionnaire was used by implementing ServQual dimension with a total sample of 100 respondents. IT Roadmap and blueprint will produce regarding the description of the target conditions proposed to optimize service infrastructure function and the design of EA blueprint will be used as a guideline in adjusting to the business needs. Keywords: enterprise architecture, TOGAF, servqual, business blueprint. 1. Introduction At present, the rapid development of Information Technology (IT) has a considerable influence on companies or agencies in carrying out business processes. Many companies have invested to make changes from the business process side to the information system so that the goals of the company can be achieved. Even companies have a dependency on high-quality information technology needs and services to keep up with organizational needs and market developments [1]. One of the banks that has developed information technology on infrastructure services is PT. XYZ. It has developed information technology to optimize its service infrastructure. To make an assessment of customer convenience towards the quality of the infrastructure of PT. XYZ, the researcher conducts an assessment by giving a survey to the customer because the customer of a bank generally wants to get the convenience of making transactions and getting services from the bank maximally so that the researcher wants to analyze the customer's assessment of the quality of their infrastructure. Customer value has an important role for companies in achieving Competitive Advantage [2]. The main factors that influence service quality are the expected service and perceived service. Problems that occur on the customer's side will affect their