This research is the empirical study of one of the manufacturing industries in Tangerang. The main purpose of this research analyses the influence of innovation capability and work productivity towards the service quality of the workers to customers. Sample collection of this research is done by questionnaires with random sampling method spread to all permanent workers in the industry. The total samples that are valid have the amount of 115 samples. Data procession in this research is done by SEM method with a software called SmartPLS 3.0. The result of the study proved that innovation capabilities and work productivity of a worker have a significant positive influence on the quality of service. Likewise, innovation capability has a significant positive influence on work productivity. This research suggests a model improve the quality of service of a manufacturing industry through the improvement of innovation capability and work productivity of the workers. This research could pave the way to improve worker’s and company’s readiness to face the era of industrial revolution 4.0. Keywords: Innovation capability, quality of service, work productivity.