Pamungkas, Ryan Cakra (2020) Analisis Service Quality Dan Improvement Pada Indekos Di Kota Malang. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Banyak pelajar dari luar kota yang ingin melanjutkan studi lanjut di Kota Malang. Sebagai pengelola indekos seharusnya tanggap dengan ekspektasi para pelanggan yang akan menyewa kamar untuk ditinggali dan persepsi/performance apa yang perlu ditingkatkan agar pelanggan betah tinggal dengan jangka waktu yang lama. Tujuan dari penelitian ini adalah mengetahui kualitas layanan apa yang paling penting dari 5 dimensi service quality (reliability, responsiveness, assurance, empathy, dan tangibles) serta improvementnya agar pengelola indekos dapat meningkatkan pelayanan kepada para pelanggan indekos. Pada penelitian ini terdapat 3 tipe indekos yang diamati sebagai objek penelitian. Indekos tipe A dengan range harga (Rp 400.000-Rp 500.00), Indekos tipe B dengan range harga (Rp 500.000-Rp 600.000), dan Indekos tipe C dengan range harga (>Rp 600.000). Metode GAP Analysis, Importance Performance Analysis dan Quality Function Development digunakan untuk menganalisis persepsi dan ekspektasi terhadap service quality yang dilihat dari lima dimensi (reliability, responsiveness, assurance, empathy, dan tangibles) pada indekos yang berada di Kota Malang. Teknik analisa yang dilakukan adalah deskriptif kuantitatif dan data didapatkan dari menyebar kuesioner kepada beberapa pelanggan indekos secara kebetulan ( Incidental sampling ) kemudian data akan diolah dengan metode Importance Performance Analysis dan Quality Function Development dengan menggunakan tools House of Quality. Pada penelitian ini ditemukan bahwa indekos tipe B dan tipe C memiliki nilai gap negatif terhadap seluruh dimensi service quality (reliability, responsiveness, assurance, empathy, dan tangibles) yang terbukti bahwa semua responden sebagai pengguna tidak puas terhadap pelayanan yang disediakan oleh pengelola indekos, sedangkan indekos tipe A hampir semua dimensi service quality menunjukan angka nilai gap positif yang terbukti bahwa responden indekos tipe A puas terhadap pelayanan yang disediakan oleh pengelola indekos. Berdasarkan hasil penelitian Service quality emphaty ( Lebih memberikan space dan fleksibilitas terhadap aturan) menjadi dimensi yang paling penting untuk diimprovisasi dalam meningkatkan pelayanan indekos.
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Many students from out of the city want to pursue their studies in Malang. Boarding house managers should be responsive to the expectations of customers who will rent rooms to live in and what perceptions/performance needs to be improved so that customers feel comfortable staying for long periods of time. The purpose of this study was to find out what is the most important of the 5 dimensions of service quality (reliability, responsiveness, assurance, empathy, and tangibles) and its improvement so that boarding house managers can improve services to their customers. In this study there were 3 types of boarding houses that were observed as research objects. Type A boarding houses with a price range (IDR 400,000- IDR 500.00), Type B boarding houses with a price range (IDR 500,000- IDR 600,000), and Type C boarding houses with a price range (>IDR 600,000). GAP Analysis, Importance Performance Analysis and Quality Function Development methods were used to analyze the perceptions and expectations of service quality viewed from five dimensions (reliability, responsiveness, assurance, empathy, and tangibles) in boarding houses in Malang. The analysis technique used was descriptive quantitative and data were obtained from distributing questionnaires to several boarding house customers by chance (Incidental sampling) then the data would be processed using the Importance Performance Analysis and Quality Function Development methods using the House of Quality tools. In this study, it was found that type B and type C boarding houses had negative gaps in all dimensions of service quality (reliability, responsiveness, assurance, empathy, and tangibles) which proved that all respondents as users were dissatisfied with the services provided by the boarding house managers, while in Type A boarding houses, almost all dimensions of service quality showed a positive gap value that was proven that Type A boarding respondents were satisfied with the services provided by the boarding house managers. Based on the research results of Service Quality Empathy (giving more space and flexibility to the rules) was the most important dimension to be improvised in improving boarding house services.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RTMT 658.562 Pam a-1 2020 |
| Uncontrolled Keywords: | service quality, indekos, Importance Performance Analysis, House of Quality |
| Subjects: | H Social Sciences > HB Economic Theory > HB801 Consumer behavior. |
| Divisions: | Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis |
| Depositing User: | Ryan Cakra Pamungkas |
| Date Deposited: | 12 Jul 2024 01:29 |
| Last Modified: | 12 Jul 2024 01:29 |
| URI: | http://repository.its.ac.id/id/eprint/74303 |
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