| Bandar Djakarta restaurant was established since December 2001 with a unique concept of presenting a restaurant on the beach and has its own fish market that allows customers to choose the food they eat. With the increasingly competitive level of business competition, restaurant entrepreneurs are no longer focusing solely on the search for new buyers, but more to the business of improving and maintaining customer loyalty. Companies need a system that manages information about customers and works specifically for long-term relationships with customers. One of the information and technology support for the company's operations is with the implementation of Customer Relationship Management (CRM). Meanwhile, kansei engineering is used to identify customer emotions and translate them into product features. In the Kansei Engineering concept, new goods or products are made based on customer feelings and demands. The data collection uses 29 DINESERV attributes which are the standard of restaurant service and 10 kansei words that represent the feelings of restaurant customers of Bandar Djakarta. After processing the data obtained 5 sequences of service improvements that are deemed necessary to immediately repaired the attributes consistent and reliable restaurant service, a tantalizing food menu, serving food in accordance with the promised time, employees responsive to the special needs of consumers, and the dining room neat and clean. After formulating the order of priority improvement the authors provide managerial implications for companies that are worthy to be taken into account ie customer service training, equity rules and using technology in communicating |