One of the highest population growth of urban areas in Kabupaten Bogor is Kecamatan Gunung Putri. This population growth has led to higher activities which increase the needs of clean water. Water Supply Company is one of the urban water provision, but to improve their services, especially in quantity aspect, will depend on the water availability on the area. The purpose of this paper is to identify the service quality gaps between water supply and the benefits received by the users (customers), and to analyze the water sustainability regarding increasing water needs in urban area. This research uses a quantitative and qualitative approach, data collection is done through area observation and questionnaires. The assessment of service quality is carried out through weighting based on the Likert scale, data processing and analysis methods are carried out through the Structuring Equation Modelling (SEM) method, then the water sustainability analysis is carried out by in-depth interview and agency visits, as well as literature reviews. The results showed that there is a gap quality service in quantity aspects due to lack of management, and there is a chance of water provision degradation for the increasing of urban water supply (quantity). The conclusions can be done by forming irreparable factors to reduce the gap of service quality between water supply and benefits to the users, and also to create other solutions to preserve water availability.