Analysis Of Satisfaction Of Service Quality Designable House Using Importance Performance Analysis (Case Study: Banda Aceh City and Aceh Besar District)

Abstract

The quality of livable housing services is the ability of the Aceh People's Housing and Settlement Area Office to meet the needs of livable housing in accordance with the expectations of the beneficiaries. In the literature review, there are 35 indicators which are part of the five dimensions of service quality for livable housing. The hypothesis in this study is that not all of the 35 indicators of service quality for livable housing in Banda Aceh City and Aceh Besar District are at performance levels that need to be maintained. This means that there are a number of indicators whose performance does not need to be maintained, performance needs to be increased at low priority, and performance needs to be improved at high priority. This study aims to evaluate the quality of livable housing services based on the level of satisfaction and interest of the beneficiaries, evaluate indicators of livable housing quality services that need to be improved in terms of performance, and evaluate the value of the beneficiary satisfaction index on the quality of livable housing services. This study uses a quantitative method approach through a questionnaire. The variables reviewed include 5 factors, namely tangible, reliability, responsiveness, assurance, and empathy. The sampling technique used is simple random sampling of 175 beneficiaries. Data analysis techniques used descriptive statistics, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). The results showed that the quality of livable housing services based on the level of beneficiary satisfaction was at the satisfaction level with a mean of 3.108 and based on the level of interest of the beneficiaries was at a very important level with a mean of 3.537. The indicators for the quality of livable housing services that need to be improved in terms of performance as a top priority are not leaving beneficiaries waiting for the requested information and understanding the wishes of beneficiaries. The beneficiary satisfaction index value for the quality of livable housing services was obtained at 77.72% which is considered satisfied.