MODEL PENGUKURAN KEPUASAN PELANGGAN PERUMAHAN TIPE 70-350 M2 DI TIGA PERUMAHAN DI SURABAYA DAN SIDOARJO

Andreas Hartanto(1*),


(1) Magister Teknik Sipil
(*) Corresponding Author

Abstract


ABSTRACT: Property plays important role in economy business activities. In 2013 property grows by 800,000 units per year, while the supply capacity is only 300,000 units per year. This fact makes the property growth become more interesting. This growth is supported by the middle class growth that reaches 100 million people in 2013 and is estimated to be 141 million people in 2020. Previous research is done on one residential area. This research aims to develop a residential satisfaction measurement model of middle class residential customers in Surabaya-Sidoarjo. This study is different from the previous one in that this research conducts survey on 3 residential complexes and utilizes more comprehensive model. 226 respondents from 3 residential areas in Surabaya-Sidoarjo were collected. The implication of this study is to give the information about the variables that are significant, the level of satisfaction of the consumers on those variables, and improvement priority for developers.

The measurement model consists of 8 service quality variables and 9 product quality variables. Our finding shows that assurance and responsiveness are the most important variables in service quality. In product quality dimension, conformance and reliability are the most important variables. In addition, all developers need to improve empathy as the top priority of service quality, while features, serviceability and conformance are the top priority for improvement in terms of product quality.


Keywords


customer satisfaction, residential, surabaya, sidoarjo, service quality, product quality, measurement model

Full Text:

PDF

References


Agus, R. (2013). Kelas Menengah Topang Pertumbuhan Investasi Baru

Ary, H. (2013). Harga Properti Paling Tinggi, Manado

Baharum, Z.A., Nawawi, A.H. & Saat, Z.M. (2009). Assessment of Property Management Service Quality of Purpose Built Office Buildings. International Business Research, 2(1).

BeritaKaget.com. (2013). Wow, BI Catat Rumah Tipe 70 M2 Paling Banyak Diminati Masyarakat.

Choi, K.S.H. (1986). A Short Report Of The Dissertation Tittled "A Study of Service Quality Assesment in Property Management of Private Housing Estates in Hong Kong- The Constituents and Their Respective Roles".

Cooper, R.G. & Calantone, R. (1981). New Product Scenarios Prospects for Success. Journal of Marketing, 45, 48-60.

Fai, Y.K. (2003). A Study of The Service Quality in Property Management Companies. Dissertation The University of Hongkong

Garvin, D.A. (1987). Competing on the Eight Dimensions of Quality.

Hair, J.F. Jr, Black, W.C., Babin, B.J. & Anderson, R.E. (2010). Multivariate Data Analysis (7 ed.). NJ: Prentice Hall.

Hikmawati, D. (2004). Analisa Pengukuran Tingkat Kepuasan Perumahan dalam Rangka Perbaikan Fasillitas dan Peningkatan Kualitas Pelayanan pada PT Perkebunan Tanjung Bahagia-Malang (Pengembang Perumahan Persada Bhayangkari Singhasari). Ilmiah Kesatuan, 6(1).

Hui, E.C.M. & Zheng, X. (2010). Measuring Customer Satisfaction of FM Service in Housing Sector : A Structural Equation Model Approach Emerald, 28(5/6).

Ismahadi. (2012). Pengaruh Kualitas Layanan terhadap Ekuitas Merek dengan Mediasi Kepuasan Konsumen (Studi pada Perumahan Kota Araya di Malang).

Kang, G.D. & James, J. (2004). Service Quality Dimensions: An Examination of Gro¨nroos’s Service Quality Model. Emerald, 14(4), 266-277.

Lubis, A.I., Suarman, H. & Syabrus, H. (2013). Analisis Faktor yang Mempengaruhi Kepuasan Konsumen Membeli Rumah pada PT. Tunas Sentosa Manunggal Pekanbaru.

Muna, N. (2007). Usulan Perbaikan Kualitas Layanan Rawat Inap Rumah Sakit Islam Surakarta Menggunakan Model Servqual dan Analisis Faktor.

Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research Marketing, 49, 41-50.

Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). Servqual : A Multiple-Item Scale for Measuring Customer Perceptions of Service quality. Journal of Retailling, 64(1).

Rachmatika, T.S. (2013). Pengaruh Kualitas Produk dan Kualitas Layanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variable Mediasi di Perumahan Puri Kahuripan Karanganyar.

Ravichandran, K., Mani, B.T., Kumar, S.A. & Prabhakaran, S. (2010). Influence of Service Quality on Customer Satisfaction Application of Servqual Model. International Journal of Business and Management, 5(4).

Ririh, N. (2013). "Backlog" Perumahan, antara Keprihatinan dan Peluang.

Serfontein, M., Drotsky, T. & Jager, J.D. (2013). Service Quality in The Real Estate Industry in South Africa. Pacific Business Review International, 5(11).

Thedja, J.P.P. & Wiguna, I P.A. (2013). Analisa Ketertarikan Konsumen terhadap Properti Dian Regency 2 Institut Teknologi Sepuluh Nopember. Surabaya. Retrieved from digilib.its.ac.id/ITS-Undergraduate-31001130003929/29583

Yeboah, F.G., Ling, D.C. & Naranjo, A. (2012). Information, Uncertainty, and Behavioral Effects : Evidence from Abnormal Returns Around Real Estate Investment Trust Earnings Announcements. Journal of International Money and Finance 31, 1930-1952.


Refbacks

  • There are currently no refbacks.


Jurnal telah terindeks oleh :