Pemodelan Kepuasan Penghuni dari Pengaruh Komunikasi, Total Quality Management, dan Performance pada Rusunawa Rawa Buaya

Lorraine, Selvi (2020) Pemodelan Kepuasan Penghuni dari Pengaruh Komunikasi, Total Quality Management, dan Performance pada Rusunawa Rawa Buaya. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Banyak rumah susun yang telah beroperasi di Jakarta cenderung berkondisi kumuh, sehingga upaya pemerintah dalam mengadakan pembangunan rumah susun yang ditujukan untuk Masyarakat Berpenghasilan Rendah (MBR) menjadi tidak maksimal. Rumah susun yang kumuh menjadi tidak layak huni bagi MBR tercerminkan dalam bentuk ketidakpuasan dari para penghuninya. Oleh karena itu, dilakukan penelitian tentang pemodelan kepuasan penghuni dari pengaruh beberapa variabel, yaitu komunikasi, total quality management (TQM), dan performance. Setiap variabel memiliki beberapa indikator berbeda yang menjelaskan setiap variabel. Penelitian dilakukan pada salah satu rumah susun di Jakarta yang telah beroperasi, yaitu Rusunawa Rawa Buaya. Hipotesa dari penelitian ini adalah komunikasi, TQM dan performance berpengaruh positif terhadap customer satisfaction di Rusunawa Rawa Buaya. Dengan pengambilan data menggunakan metode survei wawancara kepada penghuni dan dilanjutkan pengolahan data menggunakan program Statistical Product and Service Solutions (SPSS). Hasil pengolahan data menunjukkan bahwa TQM dan performance berpengaruh positif terhadap customer satisfaction di Rusunawa Rawa Buaya, serta tidak ada variabel yang berpengaruh negatif. Indikator yang berpengaruh positif dari variabel performance adalah customer (value of money), internal business (labor efficiency), dan environment (risk control). Indikator yang berpengaruh positif dari variabel TQM adalah excellent quality, function, dan strategic planning. Pemodelan menggunakan SPSS menghasilkan model, yaitu CS = 0,727 + 0,262 P + 0,610 TQM, dapat mempresentasikan hubungan antara TQM dan performance dengan customer satisfaction pada Rusunawa Rawa Buaya. / Many of the public housings that have been operating in Jakarta tend to be in neglected conditions, thus the initiative from government to provide adequate housing for citizens with low income does not meet its initial objective. These public housings become uninhabitable and can be reflected in the form of dissatisfaction from its residents. Therefore, a study on customer satisfaction modelling is contructed using several variables. The variables in study are communication, total quality management (TQM), and performance. Each variable then expanded to several indicators, to indicators further explain the variable. This study is conducted at one of the public housings in Jakarta, Rusunawa Rawa Buaya. The hypothesis of this study is all variables have positive effect on customer satisfaction in Rusunawa Rawa Buaya. The data is collected through interview survey of the residents. Then, the data are processed using the Statistical Product and Service Solutions (SPSS) program. The results of the study shows that TQM and performance have positive effect on customer satisfaction in Rusunawa Rawa Buaya. Moreover, the indicators within performance variable with positive effect are the customer (value of money), internal business (labor efficiency), and environment (risk control). Indicators within TQM variables with positive effect are excellent quality, function, and strategic planning. Modelling using SPSS can present the relationship between TQM and performance with customer satisfaction in Rusunawa Rawa Buaya, suggested as a model that CS = 0.727 + 0.262 P + 0.610 TQM.

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