| This study aims to integrate the measurement of customer satisfaction by using the Kano model to identify the right priorities for improving the performance of the relevant attributes. In addition penilitian is also useful for improving the performance attributes that include category weakness. From this study some of the results obtained are: the attribute that must be maintained including: ONEGYM have complete equipment, ONEGYM deliver services appropriate to the needs of customers, If there are customers who are facing problems with the services provided by the ONEGYM ONEGYM promptly respond to customers with good, the physical facilities provided ONEGYM attract customers, ONEGYM provide inaccurate information about the services provided, ONEGYM Employees have the ability to provide appropriate services to customers, services provided by ONEGYM in accordance with the advertising that is done, you are confident with the ability ONEGYM employees, ONEGYM opening hours to suit customer needs, ONEGYM provide good service. While the attributes that have improved performance include: Appearance neat employees, employees provide service to customers with a genuine (heartfelt), ONEGYM a reliable means of exercise (reliable in serving the customer), Employee ONEGYM very polite, ONEGYM Employees respond to customer complaints fast, physical facilities ONEGYM display in accordance with the service provided, ONEGYM employees are always willing to provide assistance to the customer if the customer requires assistance from employees, employee ONEGYM able to carry out the work in ONEGYM well, you feel comfortable and safe to be a member in ONEGYM, employee ONEGYM know what is required by the customers who come to ONEGYM, Employee ONEGYM ONEGYM attention to customers (to give a welcome to new customers to come, thank customers, to say sorry if there is a slight problem, and so on). |