| The RLP is a company which working in peripatetic company in the field of colouring chemical. Rlp is one of the LL branchesswhich also in the field og chemical. The department Sales and Marketing is having a big duty to handling the customer. A good services is given to reach the customer satisfaction. With the globalization is demanding a lot of chancing, a good quality services, a good management company to convince tne customer to their product and the commitment that have been offered. In order to know the service attributes that are needed by the customer and to measure the quality performance of the attributes, these are several methods that can be applied: SERVQUAL, Importance Performance Analysis (IPA), and also using KANO modeling based on the attributes capability to fulfill customer satisfactions, The Kano Model has 6 categories which are: Attractive (A), One- Dimensional (O) and Must-be (M), indifferent (I), Reverse (R), and Questionable (Q). Using the calculations of IPA method, ServQual and KANO Model identification, the main priority of attributes is able to establish. Based on research, there are 23 service attributes which have negative value gap score, it means there is still room for improvement to increase the service quality. Based on IPA method, there are 10 service attributes in A quadrant (main priority), it means that these 10 attributes must be improved first before the others. Then, based on KANO model, there are 18 attributes in must-be category, it means that these attributes must be fulfilled, 1 atrributes in attractive category and 4 atrributes in one dimensional category. The priority attributes are attributes 5, attributes 8, attributes 12, attributes 13, attributes 14, attributes 16, and attributes 22. |