The impact of development of information technology in terms of economy are trade products and services. Utilization of information technology for commerce, known as e-commerce. The development of e-commerce in Indonesia can be seen with so many online shop. Promotional media use is also growing, examples of online shop that provide applications on smart hones. Competition between online shop are increasing, many services are made by online shop to attract and satisfy ustomers. One of the reasons customers become loyal to the online shop, as customers get the satisfaction for the services the online shop. Kano models are used to measure customer satisfaction on service attributes given PT.ABC online shop. by using a Kano model can determine the category of service attributes that affect the increase and decrease in customer satisfaction, as well as the attributes of what services should be maintained and improved.