Model kepuasan penghuni pada proyek rusunawa Nagrak dari pengaruh kinerja, komunikasi, dan total quality management

Thelando, Kenny Reinaldo (2020) Model kepuasan penghuni pada proyek rusunawa Nagrak dari pengaruh kinerja, komunikasi, dan total quality management. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Indonesia adalah salah satu negara berpenduduk terbesar di dunia, dengan DKI Jakarta sebagai ibukota dan pusat perekonomian yang membuat sebagian besar penduduk memilih untuk tinggal dan menetap di Jakarta. Kepadatan penduduk di Jakarta membuat masyarakat berpenghasilan rendah mengalami kesulitan untuk mendapatkan tempat tinggal layak huni dan terjangkau. Untuk meningkatkan kesejahteraan masyarakat, pemerintah provinsi DKI Jakarta melalui kementerian Pekerjaan Umum dan Perumahan Rakyat berupaya untuk menyediakan tempat tinggal layak huni bagi masyarakat yang kurang mampu dengan proyek rumah susun. Keberhasilan dari proyek dapat dikaji dalam fase berbeda melalui beberapa variabel, salah satunya adalah pada fase post construction dengan variable kepuasan pelanggan atau penghuni. Penelitian ini dilakukan untuk mengetahui kepuasan penghuni rumah susun dari variabel kinerja, komunikasi dan total quality management. Setiap variabel memiliki beberapa indikator berbeda yang menjelaskan setiap variabel. Metode survei dengan wawancara disertai kuesioner di Rusunawa Nagrak, Jakarta Utara. Hasil dari pengumpulan data diolah menggunakan program Statistical Package for the Social Science untuk pengujian validasi, reliabilitas, korelasi dan regresi. Dari hasil penelitian ini, variabel kinerja tidak dimasukkan ke dalam model karena tidak berhasil melewati uji regresi. Model customer satisfaction yang dihasilkan adalah CS = 2,584 + 0,219 (Komunikasi) + 0,354 (Total Quality Management). Nilai rata-rata kepuasan penghuni yang dihasilkan sebesar 5,381, dapat disimpulkan bahwa penghuni rusunawa dikatakan puas sesuai dengan skala satu sangat tidak puas hingga enam sangat puas. / Indonesia as one of many countries with the largest population in the world, with Jakarta as the capital city and economic center. This condition makes most of citizens choose to live in the capital city. However, the relatively small area of the city has been a major problem for local people to get a liveable and affordable housing in the metro area, especially for low income people. In order to increase people’s welfare, local government through the Ministry of Public Work has made some efforts to meet unfortunate people’s expectations for proper housing by building vertical houses known as “rumah susun”. The success of a construction project can be measured with plenty of variables, one of them is customer satisfaction. This research is conducted to find out customer satisfaction of the flat from performance, communication, and total quality management variables. Furthermore, interviews and questionnaires were used to gather data at Nagrak flat, North Jakarta. All data were processed with Statistical Package for the Social Science to be tested for validation, reliability, correlation, and regression. As a result, the satisfaction model generated is Y = 2,584 + 0,219 Communication + 0,354 Total Quality Management, where performance variable unable to be added to the model as it not pass the regression test. Thus, based on satisfaction scale from one very dissatisfied to six very satisfied, tenants are satisfied with a 5,381 customer satisfaction number.

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