Analisis Tingkat Kepuasan Pelanggan Perumahan Permata Jingga Malang Menggunakan Metode Servqual (Service Quality)

Sani, Silva Astria (2009) Analisis Tingkat Kepuasan Pelanggan Perumahan Permata Jingga Malang Menggunakan Metode Servqual (Service Quality). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

PT Buanakarya Adi Mandiri adalah sebuah perusahaan yang bergerak di bidang kontraktor dan pengembang perumahan. Pengembang dituntut untuk selalu dapat mengikuti kebutuhan dan keinginan pasar sehingga mampu menghasilkan produktivitas kerja yang efisien, yang dimulai dari harapan pelanggan dan berakhir pada persepsi pelanggan. Salah satu cara untuk meningkatkan persepsi pelanggan adalah dengan mengupayakan kualitas pelayanan kepada pelanggan. Penelitian ini bertujuan untuk menganalisis tingkat persepsi pelanggan yang mendapatkan pelayanan dari pihak manajemen Permata Jingga Malang serta merumuskan strategi yang tepat untuk meningkatkan kualitas pengelolaan pengembang guna meningkatkan persepsi pelanggan. Hasil analisis tingkat harapan-persepsi menunjukkan bahwa secara keseluruhan pelanggan Permata Jingga telah puas terhadap variabel-variabel yang dianalisis dalam penelitian ini. Berdasarkan analisis kuadran, didapatkan bahwa faktor-faktor yang merupakan prioritas utama dan harus segera diperbaiki oleh pengembang adalah performa produk (kesesuaian harga rumah terhadap performa bangunan, kualitas dan daya tahan bangunan), sarana dan prasarana (keberadaan fasilitas perbelanjaan, sarana kegiatan sosial, dan sistem keamanan), kualitas pelayanan pengembang (kesesuaian antara permintaan awal dan hasil akhir desain rumah, kemudahan dalam melakukan komunikasi antara pengembang dan pelanggan, penanganan terhadap terjadinya kejahatan di lingkungan perumahan, ketepatan janji akan fasilitas umum, dan kecepatan tanggapan terhadap keluhan pelanggan), serta kualitas karyawan pengembang (kesabaran dalam menerima keluhan pelanggan dan pelayanan yang diberikan karyawan kepada setiap pelanggan tanpa memandang status, pangkat, dan sebagainya). Berdasarkan hasil analisis SWOT dan Matriks QSPM, disimpulkan bahwa peningkatan promosi ke luar daerah merupakan pilihan strategi yang dianggap lebih prioritas untuk diterapkan.
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PT Buanakarya Adi Mandiri is a company engaged in construction and housing development. Developers are required to continuously respond to market needs and preferences in order to achieve efficient work productivity, which begins with customer expectations and ends with customer perceptions. One way to improve customer perceptions is by enhancing the quality of services provided to customers. This research aims to analyze the level of customer perceptions among customers who receive services from the management of Permata Jingga Malang and to formulate appropriate strategies for improving the quality of developer management in order to enhance customer perceptions. The results of the expectation-perception analysis indicate that, overall, Permata Jingga customers were satisfied with the variables analyzed in this research. Based on the quadrant analysis, the factors considered top priorities and requiring immediate improvement by the developer include product performance (the suitability of house prices to building performance, building quality, and durability), facilities and infrastructure (the availability of shopping facilities, social activity facilities, and security systems), the quality of developer services (the suitability between initial requests and the final house design, ease of communication between the developer and customers, handling of criminal incidents in the residential area, fulfillment of promises regarding public facilities, and responsiveness to customer complaints), as well as employee quality (patience in handling customer complaints and services provided to every customer without discrimination based on status, position, or other factors). Based on the SWOT analysis and QSPM Matrix, it was concluded that increasing promotional activities outside the region was considered the priority strategy to be implemented.

Item Type:	Thesis (Masters)
Additional Information:	RTMT 658.812 San a
Uncontrolled Keywords:	harapan dan persepsi pelanggan, analisis Kuadran, pilihan strategi, customer importance and satisfaction, quadrant analysis, strategy option
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Business and Management Technology > Management Technology > 61101-(S2) Master Thesis
Depositing User:	magang .
Date Deposited:	17 Sep 2026 01:47
Last Modified:	17 Sep 2026 01:47
URI:	http://repository.its.ac.id/id/eprint/144597

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