Analisis indikator kesuksesan proyek rumah susun tambora berdasarkan customer satisfaction dengan metode balanced scorecard. = Analysis of success project indicators of rumah susun Tambora based on customer satisfaction with balanced scorecard method.

Sucahya, Dennis (2018) Analisis indikator kesuksesan proyek rumah susun tambora berdasarkan customer satisfaction dengan metode balanced scorecard. = Analysis of success project indicators of rumah susun Tambora based on customer satisfaction with balanced scorecard method. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Jumlah penduduk di Indonesia pada tahun 2017 mencapai 264 juta jiwa. Penyebaran penduduk terbanyak berpusat di pulau Jawa, khususnya di Jakarta dengan jumlah penduduk sebesar 10.27 juta jiwa pada tahun 2016. Dengan jumlah penduduk yang sangat banyak sementara pasokan lahan tidak sebanding dengan besarnya jumlah permintaan, maka pemerintah mengambil langkah untuk melaksanakan program proyek rumah susun yang dibawahi oleh Kementrian Pekerjaan Umum dan Perumahan Rakyat dengan harapan dapat meningkatkan kualitas hidup masyarakat berpenghasilan rendah. Kesuksesan proyek ditentukan oleh pihak-pihak yang terlibat dalam proyek tersebut. Salah satu pihak yang dinilai cukup berpengaruh dalam menilai kesuksesan sebuah proyek rumah susun adalah penghuni rumah susun karena mereka adalah pengguna langsung dari hasil proyek tersebut yang dimana mereka mengharapkan customer satisfaction saat menempati rumah susun tersebut. Oleh karena itu dalam penelitian ini, akan dianalisis indikator kesuksesan sebuah proyek berdasarkan customer satisfaction. Dalam menentukan indikator-indikator tersebut maka digunakan metode balanced scorecard. Setelah itu indikator-indikator disusun ke dalam sebuah kuesioner yang kemudian ditanyakan kepada 67 responden. Pengolahan data dilakukan dengan metode frequency index guna mengukur tingkat customer satisfaction rata-rata penghuni. Hasil utama dari penelitian ini berupa rata-rata dari tingkat customer satisfaction rata-rata penghuni yaitu sebesar 71.9549% sehingga dapat dikatakan proyek sukses dari segi penghuni Rumah Susun Tambora. Adapun terdapat lima indikator dengan tingkat customer satisfaction rata-rata tertinggi adalah indikator K37 (choice of activities: around urban space), B3 (shade & sunlight), A1 (art, culture and alternative culture), E20 (time and program regulation and management), dan I30 (public transport). / The population of Indonesia has reached 264 million in 2017. The largest population is centralized on Java island, especially in Jakarta with the population of 10.27 million in 2016. Due to a very large number of residents while the supply of land is not proportional to the large number of demands, the government took an effort by implementing rumah susun project which is covered by Ministry of Public Works and Public Housing in order to improve the life quality of low income people. The success of the project is determined by the parties involved in the project. One of the stakeholders, which is considered quite influential to determine the success of rumah susun project, is the residents of rumah susun because they are the end users which demand satisfaction when living in the rumah susun. Therefore in this study, success indicators of the project were analyzed based on customer satisfaction. Balanced scorecard method was used to determine the indicators. Subsequently the indicators were compiled into a questionnaire which was then asked to 67 respondents. Data processing was done by using frequency index to measure the average customer satisfaction level. The main result of this study is the average of customer satisfaction level mean that is equal to 71.9549% therefore the project is considered as success from the perspective of the Rumah Susun Tambora residents. The highest indicators are K37 (choice of activities: around urban space), B3 (shade & sunlight), A1 (art, culture and alternative culture), E20 (time and program regulation and management), and I30 (public transport).

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