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Niken Wulandari Purwaningdyah
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Civil Engineering, Building, Construction & Architecture Engineering Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mechanical Engineering Transportation

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ANALISIS KUALITAS PELAYANAN RUSUNAWA GUNUNG SARI SURABAYA Niken Wulandari Purwaningdyah; Ria Asih Aryani Soemitro; Hitapriya Suprayitno
Journal of Civil Engineering Vol 33, No 2 (2018)
Publisher : Institut Teknologi Sepuluh Nopember

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (258.716 KB) | DOI: 10.12962/j20861206.v33i2.4570

Abstract

The paper disccuses an analysis study on the service quality of Rusunawa Gunungsari in terms of occupants satisfacion, condition of current management body of rusunawa, and management recommendation to improve the service quality of Rusunawa Gunungsari. The analysis is performed by using Importance Performance Analysis (IPA) for occupants satisfaction and 7s Mc Kinsey model as a framework to identify the current condition of management body of Rusunawa Gunungsari, then the results of these two analysis are used as inputs for management improvement recommendation. The results shows that the comparison between perception and expectation of occupant (Total Compliance Level) for Rusunawa Gunung Sari is equal to 74.18%, the absence of maintenance regulation or Standard Operating Procedure (SOP), lack of occupant rules enforcement, insufficient rusunawa management budget, and lack of cleaners are management conditions that contribute to management low performance.The recommendation for improving management performance based on two analysis before are the management body should compile and implement the Standard Operating Procedure of rusunawa maintenance,enforce the occupants rules,add numbers of cleaners, and conduct an management evaluation as a maintenance budget reference.
ANALISIS KUALITAS PELAYANAN RUSUNAWA GUNUNG SARI SURABAYA Niken Wulandari Purwaningdyah; Ria Asih Aryani Soemitro; Hitapriya Suprayitno
Journal of Civil Engineering Vol. 33 No. 2 (2018)
Publisher : Institut Teknologi Sepuluh Nopember (ITS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.12962/j20861206.v33i2.7493

Abstract

he paper disccuses an analysis study on the service quality of Rusunawa Gunungsari in terms of occupantssatisfacion, condition of current management body of rusunawa, and management recommendation to improve the servicequality of Rusunawa Gunungsari. The analysis is performed by using Importance Performance Analysis (IPA) for occupantssatisfaction and 7s Mc Kinsey model as a framework to identify the current condition of management body of RusunawaGunungsari, then the results of these two analysis are used as inputs for management improvement recommendation. Theresults shows that the comparison between perception and expectation of occupant (Total Compliance Level) for RusunawaGunung Sari is equal to 74.18%, the absence of maintenance regulation or Standard Operating Procedure (SOP), lack ofoccupant rules enforcement, insufficient rusunawa management budget, and lack of cleaners are management conditions thatcontribute to management low performance.The recommendation for improving management performance based on twoanalysis before are the management body should compile and implement the Standard Operating Procedure of rusunawamaintenance,enforce the occupants rules,add numbers of cleaners, and conduct an management evaluation as a maintenancebudget reference.
Co-Authors Hitapriya Suprayitno Ria Asih Aryani Soemitro