Service providers deliver products, expertise, knowledge, technology, manpower, equipment (facilities), field and time to target customers. Service gap is the difference between what customer expected and what they perceived was really delivered. Service gaps were repeatedly criticized by customers. How to improve customer relationship, upgrade service quality, solve PZB gaps and effective use core connectors (e.g., work package, service package, service blueprint, servicescapes) of service profit chain are top urgent issues in this customer-oriented era. Traditional single theme DEMATEL methodology is focused on solving elements of problem, there is no classification for problem's attributes to meet actual requirement. Dual theme DEMATEL can overcome this difficulty. In this study, double theme classified as internal process and customer of Balanced Scorecard by twenty-two criterion of PZB-SERVQUAL Instrument this research. Utilizes pair comparison matrix and the related mathematical theory to calculate importance, correlation, strength and cause and effect between elements. The results showed that priority order of dual theme KPI: (1)Internal Process Theme-They should provide their services at the time they promise to do so (P.8), These firms should be dependable(P.7), They should have up-to-date equipment (P.1); (2)Customer Theme-It is okay if they are too busy to respond to customer requests promptly(C4), It is unrealistic to expect employees to know what the needs of their customers are (C7), Their employees don't always have to be willing to help customers (C3) should be handled firstly. Finally, reorganized service blueprint by dual theme DEMATEL is essential.