| Consumer needs for services which continues to increase has made the service business growing rapidly. Service has become basic needs in life. Even today, services are the largest part of the economy worldwide. By using advanced technology, then slowly begin to grow a services that provide convenience for the community, especially in terms of washing clothes. Washing clothes service are called “Laundry”. With this laundry service consumer will get some benefits from time saving, manpower, and cost. But in actual circumstances there are intense competition between laundry which can affect amount of customers. One of Laundry_Id service located in Kelapa Gading has data that shown increasing and decreasing amount of customer in March-September 2016. It happens because some customer complaints about the quality of service that provided by the laundry. Therefore Kano method was used to solve the problem which categorize the attributes of the service based on how well the service be able to satisfy customer needs. Then Kano's method is based on ServQual to analyze the quality of service. In this case, subject of the study is customer with at least 1 time have used Laundry_Id service. The number of samples are 150 respondents by using purposive sampling samples. From this study, it is expected Laundry_Id service can give better service quality and can increase customer. The result of study using Kano method of ServQual dimension there is difference between customer and also leader of Laundry_Id. The same Kano categories between customer and service leader Laundry_Id are in attributed 2, 3, 10, 11, 12, 13, 17, and 19. While other attributes have difference Kano category. This proves that Laundry_Id services need to require some improvement to improve service quality. |