ANALISIS KUALITAS PELAYANAN RUSUNAWA GUNUNG SARI SURABAYA

Niken Wulandari Purwaningdyah, Ria Asih Aryani Soemitro, Hitapriya Suprayitno

Abstract


The paper disccuses an analysis study on the service quality of Rusunawa Gunungsari in terms of occupants satisfacion, condition of current management body of rusunawa, and management recommendation to improve the service quality of Rusunawa Gunungsari. The analysis is performed by using Importance Performance Analysis (IPA) for occupants satisfaction and 7s Mc Kinsey model as a framework to identify the current condition of management body of Rusunawa Gunungsari, then the results of these two analysis are used as inputs for management improvement recommendation. The results shows that the comparison between perception and expectation of occupant (Total Compliance Level) for Rusunawa Gunung Sari is equal to 74.18%, the absence of maintenance regulation or Standard Operating Procedure (SOP), lack of occupant rules enforcement, insufficient rusunawa management budget, and lack of cleaners are management conditions that contribute to management low performance.The recommendation for improving management performance based on two analysis before are the management body should compile and implement the Standard Operating Procedure of rusunawa maintenance,enforce the occupants rules,add numbers of cleaners, and conduct an management evaluation as a maintenance budget reference.

Keywords


IPA,occupants satisfaction, rusunawa management, 7s Mc Kinsey Model, Rusunawa Gunungsari

Full Text:

PDF

References


Kementrian Negara Perumahan Rakyat, Peraturan Menteri Negara Perumahan Rakyat No. 14 Tahun 2007 Tentang Pengelolaan Rumah Susun Sederhana Sewa.

Pemerintah Republik Indonesia, Undang-Undang No. 20 Tahun 2011 Tentang Rumah Susun.

Berry, LL, Zeithaml, V.A and Parasuraman, 1985. A.”Quality Counts in Service too”. Business Horizons.Vol.8.No.3.

Schiffman, Leon. G and Kanuk, Leslie Lazar.2004.Consumer Behavior 8th edition. Pearson Prentice Hall.

Aziabah, Samson. Gruis, Vincent. Elsinga, Marja. Van der Flier, Kees. 2015. “Digging Deeper : Public Housing in Ghana Managed by Local Authorities”. Social Housing and Globalisation.

Setiadi, A. Harri. 2014. “Persepsi Tingkat Kepuasan Penghuni Terhadap Atribut Rumah Susun Sewa Kemayoran”. Jurnal Sosek Pekerjaan Umum, Vol. 6 No.1.

Setiadi, A. Harri. 2015. “Analisis Faktor Berpengaruh Terhadap Kepuasan Penghuni Rumah Susun Sewa Studi Kasus Rumah Susun Kemayoran”. Jurnal Permukiman Vol. 10 No.1.

Setabasri01.blogspot.com/2011/04/analisis-deskriptif-dengan-importance.html.Analisis Kuadran Harapan dan Persepsi Publik.

Mahomed, A. M. 2004. “An Analysis of The Johannesburg Regional Office of the Government Communication and Information System using The Mc Kinsey 7s Framework”. Disertation. Faculty of Economic and Management Sciences. Demontford University. South Africa.

Pemerintah Provinsi Jawa Timur, Peraturan Gubernur Jawa Timur No. 36 Tahun 2011 Tentang Pengelolaan Rumah Susun Sederhana Sewa Pemerintah Provinsi Jawa Timur.




DOI: http://dx.doi.org/10.12962/j20861206.v33i2.4570

Refbacks

  • There are currently no refbacks.


Creative Commons License
ITS Journal of Civil Engineering by Department of Civil Engineering is licensed under a Creative Commons Attribution 4.0 International License.

View My Stats