| Nowadays, the development of service industry is increasing very fast and and become more diverse. Supported by the development of technology, now appear many car advertising service based on digital startup. One of the car advertising service is Ubiklan. Ubiklan is an informative technology startup that aims to innovate in offline advertising industry. Based on play.google.com, it appears that the ratings given by consumers are not much different in one application with other apps. It shows that the competition of car advertising services is quite tight. Although Ubiklan is one of the best car advertising service providers, in fact Ubiklan has not been able to satisfy consumers who use its services. One indicator of business success in car advertising is the number of car ads ordered to advertise the product. Based on data from Ubiklan, the number of car ads booked for car advertising declined in the last two quarters. In addition, it is also known that Ubiklan experienced an increase in the percentage of complaints coming from consumers, such as employees less friendly in serving consumers, employees less attention to consumers who come, and others. Consumer satisfaction is important for startup companies to maintain and to grow their business. Measuring customer satisfaction becomes one of the important aspects to improve the quality of service. To measure the quality of the Ubiklan service, Fuzzy-SERVQUAL and House of Quality (HOQ) methods can be used. The purposes of this study are to determine the service attributes that must exist in a car advertising service, determine the attributes that must be improved, and give suggestions to improve the quality of Ubiklan services. The result of this research is suggestion of improvement that can be done on attributes that have low service quality. |