Tix.id is an online digitally based application that allows users to purchase and book the schedule of seats for a movie at the cinema. Tix.id is engaged in the service sector, which requires a different way in terms of quality assurance compared to the manufacturing sector. So it is needed several analytical tools in assess customer satisfaction, performance, quality, and so on. Gap analysis is present as one of the tools that can be used to assess the performance of the Tix.id application. Gap Analysis is an analytical method that compares actual performance with expectations with the hope that the results of this analysis can be used as reference and information for future planning and improving the quality of performance. HOQ (House of Quality) is a quality assurance tool that helps to focus on the characteristics of the products produced by observing the market segmentation, consumer needs and desires. In this report, the data will be collected from the users of Tix.id application, and then the data will be analyzed using gap analysis to find the gap between the user's perception and the user's expectation of Tix.id application. From the gap analysis then HOQ will be made to obtain certain information that will be used to provide the solution to improve the application to fulfil the user's expectation of Tix.id.