Yudidharma, Wira (2022) Analisis kepuasan penghuni terhadap kualitas pelayanan UPH College Dormitory. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
Berdasarkan data dari MYC, UPH College Dormitory memiliki banyak komplain dan banyak penghuni yang tidak lanjut dari kelas 10 ke kelas 11 dengan rata-rata 37.7% dari data tahun 2016 sampai 2018. Berdasarkan data dari clearance form, alasan terkait siswa-siswi tidak melanjutkan untuk tinggal di dorm berhubungan dengan fasilitas seperti wifi yang lambat, suara yang berisik yang terdengar sampai dalam kamar, makanan yang kurang enak dan AC yang seringkali rusak dan membutuhkan waktu yang lama untuk diservis. Tujuan dari penelitian ini yaitu mengukur tingkat kepuasan penghuni terhadap kualitas pelayanan UPH College Dormitory menggunakan dimensi SERVQUAL dan Importance Performance Matrix serta memberikan usulan perbaikan kualitas. Pengumpulan data dilakukan dengan penyebaran kuesioner tentang kepentingan dan kepuasan menggunakan media google form ke 99 penghuni UPH College Dormitory menggunakan skala likert 1-5 dan 29 atribut pertanyaan. Pengolahan data dipisah untuk pria dan wanita karena objek penelitian yaitu RA (Resident Assistant) dan DP (Dorm Parents) yang berbeda. Berdasarkan hasil penelitian Importance Performance Analysis, ditemukan atribut di kuadran I yang menjadi prioritas utama untuk diperbaiki bagi penghuni pria yaitu ranjang yang nyaman, kualitas kamar mandi dan fasilitas mandi, kecepatan internet di lingkungan asrama, rasa makanan, fasilitas AC yang berfungsi dengan baik dan kejelasan peraturan dalam asrama dan untuk penghuni wanita yaitu kecepatan internet di lingkungan asrama, fasilitas AC yang berfungsi dengan baik dan kemudahan menghubungi RA ketika sangat dibutuhkan. Usulan perbaikan untuk 6 atribut utama penghuni pria adalah mengganti kasur yang keras, mengganti jet shower, menambah kapasitas water heater, menambah jumlah sekrup rak sabun, mengumpulkan komplain terkait kecepatan internet untuk diketahui seberapa sering hal ini terjadi dan jika dinilai terlalu sering maka akan ditindaklanjuti oleh pihak MYC, mengganti pipa AC yang tipis dengan yang tebal, memastikan tidak ada kebisingan ketika servis dan memberikan student handbook lengkap berbentuk pdf. Usulan perbaikan untuk 3 atribut utama penghuni wanita adalah mengumpulkan komplain terkait kecepatan internet untuk diketahui seberapa sering hal ini terjadi dan jika dinilai terlalu sering maka akan ditindaklanjuti oleh pihak MYC, mengganti pipa AC yang tipis dengan yang tebal, memastikan tidak ada kebisingan ketika servis dan menambahkan jumlah RA. / Based on data from MYC, UPH College Dormitory has many complaints and a lot of residents who do not continue to stay from grade 10 to grade 11 with an average of 37.7% based on data gathered from 2016 to 2018. Based on data from the clearance form, some reasons that students no longer continue their stay in dorm is related to inadequate facilities such as slow wifi network, noisy surroundings, untasty food and the Air Conditioner which often breaks down and took a long time to repair. The purpose of this study is to measure the level of occupant satisfaction with the service quality of UPH College Dormitory using the SERVQUAL dimension and Importance Performance Matrix and provide suggestions for quality improvements. Data was collected by distributing questionnaires about importance and satisfaction using google form media to 99 residents of UPH College Dormitory using a Likert scale of 1-5 and 29 question attributes. Separate data processing is done for men and women because the object of research, namely RA and DP are different. Based on the results of the Importance Performance Analysis research obtained from GAP Analysis, it was found that the attributes in quadrant I that are the main priority to be improved for male residents are a comfortable bed, quality of bathrooms and bathing facilities, internet speed in the dormitory environment, taste of food, good air conditioning facilities. proper functioning and clarity of regulations in the dormitory and for female residents, namely internet speed in the dormitory environment, air conditioning facilities that function well and the ease of contacting RA when it is most needed. Proposed improvements for the 6 main attributes of male residents are replacing hard mattresses with new ones, replacing jet showers, increasing water heater capacity, increasing the number of soap rack screws, collecting internet complaints for MYC to decide on future actions if needed, replacing thin AC pipes with thick ones, ensuring that there are no noise when servicing and provide a complete student handbook in pdf form. The proposed improvements for the 3 main attributes of female residents are collect internet complaints for MYC to decide on future actions if needed, replacing thin AC pipes with thick ones, ensuring there is no noise when servicing and adding extra RA.
Item Type: | Thesis (Bachelor) | ||||||||
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Uncontrolled Keywords: | Kepuasan Penghuni; SERVQUAL; Importance Performance Analysis (IPA) | ||||||||
Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering | ||||||||
Divisions: | University Subject > Current > Faculty/School - UPH Karawaci > Faculty of Science and Technology > Industrial Engineering Current > Faculty/School - UPH Karawaci > Faculty of Science and Technology > Industrial Engineering |
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Depositing User: | Users 8808 not found. | ||||||||
Date Deposited: | 13 Feb 2022 14:15 | ||||||||
Last Modified: | 13 Feb 2022 14:15 | ||||||||
URI: | http://repository.uph.edu/id/eprint/46062 |
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