| Quality of service is an important factor in determining customer satisfaction at the service company. But often companies pay less attention to what factors affect the quality of its services. This can cause consumer discomfort and reduce customer satisfaction. In this case, the service business that is examined is UNIKA Atma Jaya Jakarta canteen. From the results of preliminary research found that the factors that affect the lack of customer satisfaction in the cafeteria Atma Jaya UNIKA based on complaints from consumers. There are nine complaints that reduce customer satisfaction with less chairs and tables, dirty canteen conditions, less welcoming cafeteria staff, frequent queues, hot cafeteria, leaky canteen roof, flood canteen, full canteen at lunch hour, and food hygiene less. This research is expected to provide a clear picture of what factors need to be improved or improved. The research method used is quantitative and qualitative research. Data collection first uses an open questionnaire to find out what the consumer wants. The results of the open questionnaire are used as a reference in the determination of statements in closed questionnaires that have been grouped by Service Quality variables. Data collection using closed questionnaires tested the vaunt and its reliability by using 30 respondents. Then the research questionnaires were distributed to 80 respondents. The data in this research is processed using Service Quality and Kano Model. The result of the research shows that all the factors of the complaint have an effect on to the satisfaction of the customer with all the result of expectation value on Service Quality calculation is bigger than the actual value. The average expectation value of 4.25 is greater than the actual average value of 3.98. While for the results of research from Kano Model shows that the desire of the consumer has not all been fulfilled as in attributes 1, 4, 5, 6, 7, and 8. The suggestions given for the cafeteria UNIKA Atma Jaya can evaluate better for complaints factors from consumers, so customer satisfaction will increase |