ANALISIS KARAKTERISTIK DAN KEPUASAN PELANGGAN UNTUK MENINGKATKAN TINGKAT HUNIAN PADA WISMA BALAI PRODUKSI DAN INFORMASI AUDIO VISUAL SURABAYA

Ivo Fauziah
Hitapriya Suprayitno
I Putu Artama Wiguna

Journal of Civil Engineering
Vol. 33 No. 2 (2018)

The paper disccuses an analysis study on customer characteristic and satisfaction. The analysis is performed by gapanalysis and Importance Performance Analysis.Each indicator mapped on IPA diagram to indicate the priority attributes needsto be fixed. The results showed that most customers (61%) have the purpose of training. Attributes that are identified in Aquadrant, i.e. the main priority of improvement are the wi-fi facilities (to support training activities), emergency safetyfacilities (to ensure customer with long periods staying feel secure), facilities and room furniture (to support customer tostore their goods), and also price discounts to attract more customers. Marketing approach trough advertising andpromotion will support the dissemination of information that can increase the number of residential homestead.