Model korelasi dari variabel bebas kinerja, komunikasi, dan total quality management terhadap kepuasan pelanggan pada proyek rumah susun penggilingan = Correlation model of dependent variabel performance, roles of communication, and total quality management towards customer satisfaction on rumah susun penggilingan

Konganda, Agam (2020) Model korelasi dari variabel bebas kinerja, komunikasi, dan total quality management terhadap kepuasan pelanggan pada proyek rumah susun penggilingan = Correlation model of dependent variabel performance, roles of communication, and total quality management towards customer satisfaction on rumah susun penggilingan. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Untuk menyediakan tempat tinggal yang layak bagi penduduk yang tidak sanggup untuk memiliki hunian maka pemerintah menyediakan program rumah susun yang dapat disewa, yaitu rusunawa. Salah satu Rusunawa di DKI Jakarta adalah rusunawa Penggilingan. Proyek rumah susun Jakarta cenderung kumuh, dan untuk menghindari rumah susun menjadi kumuh kepuasan pelanggan harus dipenuhi. Untuk mengetahui apa saja yang dapat mempengaruhi kepuasan pelanggan, maka perlu diadakan sebuah penelitian hubungan antara kinerja, komunikasi, dan total quality management dengan kepuasan pelanggan melalui studi literatur, survei dan mengolah hasil dengan menggunakan Statistical Package for the Social Sciences (SPSS), dimana responden adalah penghuni rusunawa Penggilingan. Metode pengumpulan data yang digunakan pada penelitian ini adalah wawancara dan survei. Penghuni diwawancara dan opini penghuni akan ditulis berdasarkan nilai berskala satu hingga enam dengan skala satu sangat tidak puas dan enam sangat puas. Jumlah indikator yang digunakan adalah sebanyak 40 responden dan menggunakan 20 indikator untuk memperluas penjelasan variabel. Data hasil wawancara akan diolah dengan menguji deskriptif, normalitas, reliabilitas, validitas, korelasi dan regresi. Hasil pengujian menunjukkan model kepuasan pelanggan yang berpengaruh hanya variabel kinerja dengan indikator yang lolos adalah financial, internal business, learning and growth. Model kepuasan pelanggan yang dihasilkan adalah Y = 3.457 + 0,420 Kinerja, dimana variabel komunikasi dan total quality management tidak memenuhi batas signifikansi lebih rendah dari 5%. Pengaruh terhadap kepuasan pelanggan sebesar 32.7% yang tergolong pengaruh yang substantial. / DKI Jakarta’s residents is increasing every year and with limited land makes land more expensive. DKI Jakarta residents who couldn’t afford a residental land, built their house along the riverbanks and made riverbanks dirty and not maintained. To provide adequate housing for residents who are unable to afford a house, the government provides them with a flat that can be rented with low price, called rusunawa. One of the rusunawa in DKI Jakarta is rusunawa Penggilingan. With low price government hope residents who are less fortunate can get a decent place to live. A project can be called success if the satisfaction of has been met. Jakarta flats projects tend to be dirty and becoming slums, to avoid flats becoming slums customer satisfaction must be fullfilled. To find out what can affect customer satisfaction, a research about the relationship between performance, roles of communication, and total quality management with customer satisfaction is needed. Statistical Package for the Social Sciences (SPSS) is used for processing data and all of the respondent are residents of rusunawa Penggilingan. Methods used in this thesis were interviews and questionnaires. Residents will be interviewed and the answers will be written based on a scale of one to six with one very dissatisfied and six very satisfied. The number of respondents used is as many as 40 respondents and using 20 indicators to further explain the variabel. Data from interviews will be processed by using descriptive test, normality test, reliability test, validity test, correlation test and regression test. The test results show that only performance influence customer satisfaction with financial, internal business, learning and growthas an indicator. Customer satisfaction model is Y = 3,457 + 0.420 Performance, where the communication variables and total quality management do not meet the significance limit lower than 5%. The influence on customer satisfaction is 32.7% which is classified as a substantial influence.

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