| Keen competition in the global market have led service development to a more knowledge-intensive activity than ever, which requires not only tremendous expert knowledge but also effective analysis of design information. Kansei Engineering as a customer-oriented methodology not only for product development but can be for service development. This paper proposes a systematic approach to Kansei Engineering based on the dominance-feeling through Kansei Words. The new approach proposed is able to identify and analyze the service attribute in fitness center and an effect to customer satisfaction. The result of an empirical study shows that the proposed approach can effectively extract Kansei knowledge such as fast, care, polite, and affordable |